DCL - Great Customer Service!

[scrappinginontario]

While it seems people are quick to bash Disney when something happens, I wanted to praise them and am guessing I'm not alone.

On our cruise last month we had 2 things happen that I feel should be mentioned.

1. This is minor but, on a particularly windy sea day one of the fabric hatch covers on a lifeboat came loose and was banging in the wind. We called Guest Services to report it and within 15 minutes we could see a crew member in the boat and it was quickly re-secured. I know that's not major but the speed of their response was exemplary.

2. When we went to repack our luggage we noticed that both of our suitcases had cracks in them, one near one of the wheels meaning the suitcase could no longer be wheeled as it tipped over when pushed/pulled. These were not there when we gave them to the porters at the curb. While it's disappointing that they had been damaged, we could not have been happier with how Guest Services handled the situation! (I've had luggage damaged on flights and airlines always have a clause to cover them and nothing is done.)

We called Guest Services to explain what had happened (it was now after 10pm the night before we disembarked) and they listened to what happened and offered to send someone up. Within 15 minutes someone from guest services was at our door - with a brand new suitcase plus paperwork we could fill out if we wished to pursue this with DCL after disembarking! She gave us the brand new suitcase and offered to either take away the one that could no longer be wheeled or allow us to keep it. We chose to keep it and 'lighten the load' by spreading our stuff between 2 suitcases. She also gave us the option to complete the paperwork as well but we chose not to do that since she had corrected the one real problem we had.

While we are disappointed that both of our suitcases were damaged, we could not be happier with how Disney Cruise Line staff managed the situation!

Do you have an experience about great DCL customer service you'd like to share?

 

[Mitura]

In Dec 2015 my son got the Norovirus on day 2 of our cruise (western Caribbean, Fantasy). About dinner time we went to the doctors for Pepto for his diarrhea. I was worried sick for I feared a huge bill. The doctor said since this was a gastrointestinal problem the fee was waived. So my son got meds and we went back to our room. My other son and I then departed to dinner leaving my wife and sick child in the room. Unknown to me my son got violently ill all over the cabin. As this episode was happening Guest Services was at the door with Pedailite and Gatorade to make sure my son didn't get dehydrated. When the lady from Guest Services saw what was happening she immediately got the porters in to clean/disinfect the cabin. And I mean everything, sheets, pillows, curtains, room divider, carpet. So two porters were dispatched to clean up. She also made sure that these porter's rooms were completed by other porters since they were now out of schedule due to this emergency.

Now me and my other son were oblivious to all of this since it was happening as we were in transit to dinner. We get to dinner and the Head Waiter, our Waiter, and assistant server all came over and made sure we were alright, our son was alright and that dinner was taken care of. Here Guest Services telephoned the restaurant during the cabin emergency and said that there was a parent missing dinner and please deliver dinner down to her. I had my wife's dinner order in my hand but before I could deliver it it was already on its way down to the cabin! I was totally confused, my son sick, how do you know, what do you mean ill? It blew my mind that all of this was happening and being dealt with just while I was walking to dinner. Amazing.

Two days later I got sick and again the same excellent attention. When I tell people this story they always say it is terrible that I got sick on vacation, but I look at the bright side. Where would you want to get sick like this? At home, at a beach rental, while on travel for work? While I was sick I could sit in bed and watch the TV, look out the verandah, everything being taken care of. And my family could continue on their vacation, minus me of course.

Now I do know that Disney is making sure the virus is contained by checking in with the sick passengers. I understand its in their best interest to try and keep sick passengers contained. But the way I looked at it as a God send.

Joe

 

[JackieT1182]

DCL really is great.

We were on the Dream, and when we got back to our room, our toilet wouldn't flush. My husband called and said no rush, as we were heading to dinner and would just use the restrooms on the way. Someone came up immediately, and it was fixed in less than 10 minutes.

I thought that was awesome enough, but when we got back to our room that night after dinner, we had a really nice basket filled with popcorn, rice krispy treats, and a few other things. It was something so minor, but it made our night because it was so unexpected!

 

[dragynally]

We kept debating whether we wanted Disney to take our luggage to our plane or not. Be the time we decided we were on night 6 of our 7 night cruise. The guest services attendant told us the forms were due 2 days before but she would see what she could do. Next day we have luggage tags in our fish and are able to send our luggage on its way. It was so nice and unexpected especially since it was our fault the proper forms weren't filled out in time.

 

[honeybeesmom]

I find DCl service absolutely awesome! Back in 2013 after the Magics refurb we had horrible service at the Miami check in.
There were so many of us and to our surprise? Disney sent us a lovely bottle of wine and paid for our excursions at Castaway.
The same officer remembered us on the May WBPC 2014 and from then on he always does a little something special for our family.
We just celebrated our 25 wedding anniversary on the Magic this Christmas and on the last night the Hotel manager approached our table at dinner and said he was leaving us a gift from Joshua in our room. Joshua is the Wonder!!!
What a wonderful surprise and kind gesture. We are back on the Wonder in February and I hope he is too!

 

[PurplePencil]

It always makes me smile reading these stories. On multiple occasions I've been delighted with DCL Customer Service. There is one pool deck cast member that was onboard for three different cruises, every time he saw me, he would call out a friendly greeting, and when nearby Eye-Scream he would grab a bowl and give me a heaping bowl of my favorite flavor (pineapple?). This always made me delighted, considering how many different guests he's interacted with, remembering me.
Another time on a Baltic Cruise in 2015, they misstated that there was a Frozen desert buffet, and children were being told to go into the adult's only area to get food. I went to Guest Services and to my surprise I not only received an apology note but also a small gift in my room. The level of service is phenomenal

 

[chaseg03]

I'm 13 so I haven't felt with anything big really. I just remember a few things from my last cruise. I remember walking down the hall with an ice cream and they would tell me to enjoy it and a few CM's could remember my name. I'm hoping they will be the exact same on my next cruise. 6 Days! It's just little things I notice. They will do anything at dinner for you. Disney knows what they are doing!

 

[Shanti]

We had a minor AC issue upon arriving at our stateroom on the Fantasy that was promptly resolved, & got check-ins from front desk afterwards that all was well, then rice crispy treats, etc. We hadn't even been upset or anything. That was the tone of the cruise in general. Everyone working there cared that we were satisfied.

 

[PurplePencil]

I've also had an experience in which The Head of Security, along with an other CM we encountered were phenomenal (including a maintenance CM)
Service like no other.