Booking thru Costco w/DCL phone mess?

[SailingScout]

Hello, I’m hoping someone can give me some insight into contacting DCL when your booking is with Costco. I want to get a quote for airfare for our European cruise, but right now I don’t even know if I stand a chance at getting through. One problem is Costco booking opens hours after DCL, preventing me from calling at DCL opening. Secondly, I read that Costco’s lines are also bogged down and people are getting recordings to call back? Any info is appreciated-TIA!

 

[HeatherLassell]

Won't DCL tell you that Costco would need to contact them since they are your travel agent? I'm not sure how it works with Costco actually but I always use a travel agent and I can't ask DCL for anything. All requests have to go through my TA to DCL.

 

[PrincessShmoo]

Hello, I’m hoping someone can give me some insight into contacting DCL when your booking is with Costco. I want to get a quote for airfare for our European cruise, but right now I don’t even know if I stand a chance at getting through. One problem is Costco booking opens hours after DCL, preventing me from calling at DCL opening. Secondly, I read that Costco’s lines are also bogged down and people are getting recordings to call back? Any info is appreciated-TIA!

As noted, Costco is your TA. If your booking was made through a TA, DCL won't talk to you about any additions/changes regarding money. Your TA (Costco) will have to call.

 

[lanejudy]

Does Costco require you to stay on the line as they contact DCL? I think I read that once. Unfortunately, all you can do is call after Costco opens and when you have a large chunk of time to sit on hold. Put the phone on speaker (mute) and go about your business -- whether that's sitting the phone on the desk next to you or carrying it from room to room as you do housework, etc.

 

[LeiaOfAlderaan]

I’ve used Costco for all of my cruises and this is the big negative to using them, and there’s no way around it. It wasn’t that bad in the before times but now both Costco and DCL seem to be very understaffed (whether by choice or not, I have no idea). It’s very easy to book online with Costco (and I think they let you cancel by email) but doing anything else is a pain.

 

[SailingScout]

I do understand I need to go through Costco. I’m just wondering if anyone has any feedback since both Costco and DCL seem to be having major staffing issues. I have had Costco call me back previously instead of waiting, but that’s not even an option if I can’t get through to anyone there. I agree this is a big negative with using them, but getting the gift card in the mail usually soothes me post cruise.

 

[Doingitagain]

I tried to get ahold of Costco for the past week and kept running into issues. I finally got through right at 7:00 pacific time when they opened. He said that Costco had phones issues as well as the hold times with DCL. The Costco system can only handle 50 calls with the current staffing, and last week they had 900 at one time.

I had emailed DCL last week about what our cancellation date was, and they wouldn't even tell me that, I had to go through Costco. Then I had to send Costco all the emails I had received directly from DCL and convince him how confusing it was.

We went through my questions and he called DCL and stayed on the whole time. We ended up having to contact the Disney web team and he stayed on that whole time, too. He was very willing to help me work through every question, including port adventure ones that I could have gone direct to Disney with.

 

[Happy100]

I use Costco as my TA and need to add the DCL port transfers to my ressie for our June cruise. I am waiting it out hoping the phone lines improve sometime in April so I can get these added.

 

[Seamama]

Are you, by any chance, referring to the confusion over being told you have a March 30th cancel/modify deadline but your cruise is actually more than 60 days away? We’re on an Aug 2022 Alaska cruise and I got DCL (via email) to confirm I still have till 60 days prior to cancel/modify but yesterday I got a generic email from Costco stating March 30th. I really don’t want to wait on hold with Costco just to tell them they’re wrong… You mentioned forwarding Costco your emails from DCL- what address did you email to? I haven’t been able to find a real email address for them. Thanks!

I tried to get ahold of Costco for the past week and kept running into issues. I finally got through right at 7:00 pacific time when they opened. He said that Costco had phones issues as well as the hold times with DCL. The Costco system can only handle 50 calls with the current staffing, and last week they had 900 at one time.

I had emailed DCL last week about what our cancellation date was, and they wouldn't even tell me that, I had to go through Costco. Then I had to send Costco all the emails I had received directly from DCL and convince him how confusing it was.

We went through my questions and he called DCL and stayed on the whole time. We ended up having to contact the Disney web team and he stayed on that whole time, too. He was very willing to help me work through every question, including port adventure ones that I could have gone direct to Disney with.

 

[SailingScout]

I tried to get ahold of Costco for the past week and kept running into issues. I finally got through right at 7:00 pacific time when they opened. He said that Costco had phones issues as well as the hold times with DCL. The Costco system can only handle 50 calls with the current staffing, and last week they had 900 at one time.

I had emailed DCL last week about what our cancellation date was, and they wouldn't even tell me that, I had to go through Costco. Then I had to send Costco all the emails I had received directly from DCL and convince him how confusing it was.

We went through my questions and he called DCL and stayed on the whole time. We ended up having to contact the Disney web team and he stayed on that whole time, too. He was very willing to help me work through every question, including port adventure ones that I could have gone direct to Disney with.

Thank you, this is helpful!

 

[Doingitagain]

Are you, by any chance, referring to the confusion over being told you have a March 30th cancel/modify deadline but your cruise is actually more than 60 days away? We’re on an Aug 2022 Alaska cruise and I got DCL (via email) to confirm I still have till 60 days prior to cancel/modify but yesterday I got a generic email from Costco stating March 30th. I really don’t want to wait on hold with Costco just to tell them they’re wrong… You mentioned forwarding Costco your emails from DCL- what address did you email to? I haven’t been able to find a real email address for them. Thanks!

Yes that was the issue. And I made Costco call Disney rather then giving me their interpretation.

The March 30 date doesn’t matter if you aren’t concierge and your cruise is more than 60 days out and you were one of the cruises granted a 60 day PIF.

 

[lilsonicfan]

Dealing with Costco is a PITA for sure. I hate it, but I keep booking with them because the perks are just too good to pass up. We just got back nearly $2K in costco shop cards. Groceries for months! Lol.

 

[FigmentSpark]

I had to call via Costco today for a payment. I got through to Costco immediately and the agent three-wayed a call to DCL for me. We got a message saying their lines were busy and to call back later. Then DCL hung up on us. While Costco can be busy, I think its' DCL that's really busy.

I have to make my payment via phone and through Costco and I only have a week left. I'm a little worried I won't get through.

 

[Seamama]

Thanks! It’s really frustrating that DCL hasn’t sent out a clarification. People shouldn’t have to wait up to 6 hrs on hold to find out a thing that could’ve been cleared up by email. It’s rough on the CM’s answering phones, too- unnecessarily dealing with the same questions from worried or even angry people all day long!

Yes that was the issue. And I made Costco call Disney rather then giving me their interpretation.

The March 30 date doesn’t matter if you aren’t concierge and your cruise is more than 60 days out and you were one of the cruises granted a 60 day PIF.

 

[CalifornianOrangeBird]

Just another experience here: called Costco today to fix some citizenship problems with our online check-in. When I called this morning and put in my information, I was greeted with an automatic response: "We're currently experiencing heavier than usual call volume, and cannot take your call at this time". About 20 minutes later, trying on and off during that time, I finally got through to the queue and was told my expected wait time was "more than one hour". Sure enough, an hour and a half later, I finally got through to a Costco rep, told her my problem, and was told to wait on hold while she reached out to Disney.

This is the part I was most nervous about: the wait time for Costco to get in touch with DCL. So, I was shocked when, 10 minutes later, my Costco rep returned and informed me that she had talked to DCL and resolved my issue. This inadvertently brought up another issue, which resulted in the three of us all getting on the call together (Costco, DCL, and myself), and that issue was then resolved quickly.

I know dealing with Costco has been a pain for a lot of us, but in this situation... I feel like I might have dodged a 500-minute wait time bullet? I'm not sure if this is a one-off thing or what, but I'll take what I can get! Now I'm just excited to have everything ready to go for our cruise! Finally!

tl;dr 1 hour 30 minute wait for Costco, then 10 minute wait for Costco to get to someone at DCL. Much better than I was anticipating.

 

[SailingScout]

Just another experience here: called Costco today to fix some citizenship problems with our online check-in. When I called this morning and put in my information, I was greeted with an automatic response: "We're currently experiencing heavier than usual call volume, and cannot take your call at this time". About 20 minutes later, trying on and off during that time, I finally got through to the queue and was told my expected wait time was "more than one hour". Sure enough, an hour and a half later, I finally got through to a Costco rep, told her my problem, and was told to wait on hold while she reached out to Disney.

This is the part I was most nervous about: the wait time for Costco to get in touch with DCL. So, I was shocked when, 10 minutes later, my Costco rep returned and informed me that she had talked to DCL and resolved my issue. This inadvertently brought up another issue, which resulted in the three of us all getting on the call together (Costco, DCL, and myself), and that issue was then resolved quickly.

I know dealing with Costco has been a pain for a lot of us, but in this situation... I feel like I might have dodged a 500-minute wait time bullet? I'm not sure if this is a one-off thing or what, but I'll take what I can get! Now I'm just excited to have everything ready to go for our cruise! Finally!

tl;dr 1 hour 30 minute wait for Costco, then 10 minute wait for Costco to get to someone at DCL. Much better than I was anticipating.

Wow! That’s great news. I’m pumping myself up to call tomorrow. Will put my earbuds in and paint a room while I wait.

 

[Budzooka]

Dealing with Costco is a PITA for sure. I hate it, but I keep booking with them because the perks are just too good to pass up. We just got back nearly $2K in costco shop cards. Groceries for months! Lol.

Not worth it in my book. I used Costco once and it was a disaster. Was on hold forever and then had to call me back later in the day. It all worked out, but never again. I don’t have the time or patience to deal with that. Will gladly take a little less back for less stress.

 

[lilsonicfan]

Not worth it in my book. I used Costco once and it was a disaster. Was on hold forever and then had to call me back later in the day. It all worked out, but never again. I don’t have the time or patience to deal with that. Will gladly take a little less back for less stress.

Truthfully it wasn't much extra time for me at all. I'm not one to turn down $2,000 though, especially when it's hardly any extra work. Yes, the hold time can be long. To each their own. We shop at Costco regularly so it was well worth it for me!

 

[SailingScout]

My update for anyone who may come upon this thread: I called Costco at 1:00 PM EST on 3/29 (Tues.) and spent one hour on hold before my call went through. A short time later it was dropped. The agent called back an hour later and said their phone lines went down. I spent another hour and 50 min on the phone while she called and eventually got through to DCL. I was able to book my flights. Overall it was worth it for me as the plane ticket prices were lower than any I had found on my preferred airline searching on my own, plus I was able to use my FCC towards the tickets making them half the price of buying on my own.