CM inconsistency?

[Dis31]

I just made out reservations for March got everything we wanted! The first cast member I spoke with gave me an attitude like I was inconveniencing her and she would put me on hold for a few minutes for each ADR I would ask about, and then she would come back and tell me there was nothing available.It was so werid I had called a few days before and there was lots of availability plus I heard a baby crying in the background? I hung up and tried again and got a very sweet CM who helped me out and found me EVERYTHING I wanted with times to chose from just minutes later?!? I was so mad!

 

[Lynn5700]

That is so strange. Glad you were able to get what you wanted!

 

[NikkiLovesWDW!]

There was a thread a while back about this very issue. Apparently, the people who answer the phones don't actually work for Disney, but they work for a compay that Disney hires and they work from home, which would explain the crying baby. Glad you were able to call back and get what you wanted!!

 

[KennesawNemo]

I just made out reservations for March got everything we wanted! The first cast member I spoke with gave me an attitude like I was inconveniencing her and she would put me on hold for a few minutes for each ADR I would ask about, and then she would come back and tell me there was nothing available.It was so werid I had called a few days before and there was lots of availability plus I heard a baby crying in the background? I hung up and tried again and got a very sweet CM who helped me out and found me EVERYTHING I wanted with times to chose from just minutes later?!? I was so mad!

Totally agree with you.

I had a ADR CM who tried really hard to sell me a MVMCP ticket. I told him NO again and again. It took a while for him to give up. ....... Among all the ADR CMs I dealt with, he was the only one who tried to sell me the ticket.

 

[Cheshire Figment]

When you call Walt Disney World, unless you really know a direct number, you will get one of two offices.

The Disney Reservations Center (DRC) includes Walt Disney Travel Company (WDTC), Central Reservations Office (CRO), Disney Dining, and some other lesser known information lines. To the best of my knowledge the DRC locations are in the International Drive area, Tampa, Houston, Salt Lake City and somewhere in North Carolina. There may be more. Some of the people working at the DRC call centers may never have been to either WDW or DL (or both).

The Main Switchboard (407-824-2222) is also where all calls to Disney Resorts go if you are dialing the phone number on the back of your reservations form. Also that is where calls go if you dial the Operator from your room, and possibly even calls to the Front Desk. The Main Switchboard people will, if asked, also identify themselves as Guest Services. They can put you through to any number on WDW.

At both DRC and MS they have access to a computer which has lots of Guest Information and it is very well organized. Actually, all CMs who have access to a terminal, or who even can access the "Cast Portal" from off-site, have access to this Guest Services information. I will often open an extra window when I am responding to people and go into the Portal for the latest official information.

The people at DRC and MS do not deal with upgrades, partially used tickets, or problems related to tickets. They do not know all the rules. The people at DRC can sell unused tickets; the people at MS don't deal with tickets at all.

The people who work in the ticket booths at the Parks or in Guest Relations at the Parks (and this includes TTC, the Water Parks, and GRO in DTD) deal with ticket upgrades and unusual problems on a daily basis. I would not say that someone you talked to on the phone lied to you, but just they were attempting to answer a question when they really did not have an answer.

 

[disnut8]

You can think of your phone call to Disney World as being in one big queue. Just like with being on a ride. You don't know which ride vehicle you are going to get and, for the most part, you can't control it. Same thing with a phone call.

It's the same thing if grocery stores would go to a queue line. There are certain cashiers who are very quick and get the job done. Then there are some that chat with you about everything. Then there are the ones who aren't that fast at all.

Unless Disney goes to a completely automated system and removes the human interaction completely, you are never going to have every single Cast Member be alike.