Bounce Back Yanked Back!!!

[DVC_Chris]

Yesterday I called to book my bounce back offer for the Aug 13 cruise, and was told by the DCL agent (I did not use a TA) that I was able to get an eligible cabin and the cruise was booked successfully. That all I needed to do was mail in the certificate to finalize it.

However, I received a call on my answering machine today from a supervisor who, while apologetic, was quite firm that the rep made a mistake, and that due to capacity issues DCL was unable to honor me the bounce back rate that I had confirmed on the phone with the rep.

He was very apologetic, eager to try to book me on a different date, which unfortunately is not an option for me because my wife is a teacher. He gave me the DCL regular guest communications email to contact, saying that they might be able to do something for me. I have sent this email and am waiting for the reply.

If when I had originally called to book, the DCL rep had told me that due to capacity issues I could not be accommodated, I would have been disappointed, but I would have dealt with it. However, the fact that I been told that it was all set, and then to be called back and told it was not the case due to a mistake by Disney is just unacceptable to me. I strongly feel if Disney made this mistake, they should stand by it and honor it.

Has this happened to anyone else?

 

[Carlnne]

Wow- whats going on with them lately? It sure seems like too many misteps for a large company that should be fighting to keep customer loyalty. I would be furious if I were you but dont expect much.

 

[tevagirl]

I think they should honor it. As you said, it would have been different if they had told you from the beginning that it was at capacity.

I hope you can get some where with them. Good luck.

 

[GoofyTraci]

Wow...I am so sorry to hear about what happened to you. Sorry I have no advice for you. Just hope that things work out.

 

[mumom95]

Wow, I booked for the same date, and haven't gotten that call.

If they told you it was good, and if they have a room available on the ship, they should honor it. I'm surprised they would risk losing a loyal customer over their mistake.

 

[lbgraves]

Unfortunantly DCL has had the attitude that they don't care if someone gets upset with the offers that have been coming out. When the 50% kids rate was announced in February maybe it was for dates where the guests had already made their finaly payment and they told people who called to complain about it that they knew it would make people upset but they weren't going to change the deal and allow existing reservations to be adjusted. This year isn't looking good for DCL in the CS department. I hope that you are able to have this fixed but like someone said I wouldn't expect them to do much about it. I wonder how many more posts like this one will show up here in the coming days?

 

[cats mom]

If you were told you were booked under the offer and all you needed to do to finalize things was to mail in the certificate, I think DCL should suck it up and stick by that.

With all the promos they've been releasing recently, I can't imagine one more cabin on the Bounce Back deal is going to make or break their bottom line, but it certainly would do a lot to improve customer/public relations.

I'd definitely take it up the ladder further.

Good Luck

 

[TiaMaria]

If you were told you were booked under the offer and all you needed to do to finalize things was to mail in the certificate, I think DCL should suck it up and stick by that.

With all the promos they've been releasing recently, I can't imagine one more cabin on the Bounce Back deal is going to make or break their bottom line, but it certainly would do a lot to improve customer/public relations.

I'd definitely take it up the ladder further.

Good Luck

I agree, and I would be even more worried if I had this happen and had mailed in the certificate/voucher already. Never to be seen again!

 

[DVC_Chris]

I want to thank everyone for their kind words. I sent an email to Disney Cruise Line last night explaining the situation, and my point of view, and before 10 am this morning I got a phone call from them telling them that they will be honoring what the agent originally told me!

So my faith in the Disney Company to do the right thing by their guests has been restored. Thank you DCL!

 

[lbgraves]

That is great to hear!!!

 

[princess aleya]

I'm really glad everything worked out for you.

 

[Disneydonnam]

Have a great trip.

 

[GoofyTraci]

I want to thank everyone for their kind words. I sent an email to Disney Cruise Line last night explaining the situation, and my point of view, and before 10 am this morning I got a phone call from them telling them that they will be honoring what the agent originally told me!

So my faith in the Disney Company to do the right thing by their guests has been restored. Thank you DCL!

I am soooooo glad that things work out for you and your family. I couldnt believe they would do that. Anyway super glad you can go on your cruise. Hope u have a great time.

 

[wwwosie]

Glad things worked out for you.
I wonder how closely these boards get monitored by the Disney Company. It seems that there was a LOT of negative feedback regarding Customer Service, which has nothing to do with the offers Disney has.

Personally, I don't care how RUDE the person on the other end of the phone is being to me, if I am a Customer Service representative (and I have worked in Central Reservations, so I have been there), I am representing my company, and being rude or losing my temper reflects badly on my company. The way I used to deal with difficult folks is to keep my "sunshine" tone throughout the conversation but I would make faces at them, it made me feel much better and no one was the wiser (except for my co-workers who were ),

 

[ScotnSteph]

I'm so glad to hear that everything worked out. Thanks for letting us all know. Thanks Disney for doing the right thing.

 

[MommyTo5]

So glad to hear it worked out! Have a wonderful cruise!

 

[frdeb1999]

So glad things worked out for you. Makes me feel better knowing that they were willing to do the right thing for you.

 

[minie_meese]

So glad to hear your great news and sorry you had to go through so much grief. Have a wonderful time.

 

[ruadisneyfan2]

Way to go DCL!

I know errors can happen in any business but I always say it's how a company handles that error that makes such a big difference!

Have a great BB cruise!

 

[tevagirl]

I'm so glad they came through for you. That was the right thing to do. I was ready to start a petition!