DCL Has Their Protocol Out!!!

[squirk]

If you want to complain, the CM's that book cruises isn't really the appropriate place. They have no power and other than venting, it really serves no purpose other than to clog up the already too busy phone lines. It's much more effective to email them.

I agree that an email is more effective than crabbing over the phone, but I wouldn’t say it’s necessarily fruitless or pointless to make your displeasure known on a call.

Obviously, don’t ever, ever take it out on the poor CM who had nothing to do with the policy. But if that CM is entering notes about the call into Salesforce or some other CRM, I guarantee you that someone is going to pull all the notes for calls where people cancelled a cruise, and look for common threads - e.g., what were the biggest pain points? Did they track with what we expected? Etc.

 

[RedHead0186]

So I called Disney just now to cancel our January cruise after reviewing the protocols. I know a lot of people will be excited/happy about the new rules, but I am not. I’m very sad to cancel, But this will now force me to try other cruise lines which Ive wanted to do. Like a lot of others, I’ve been looking at the Edge.

The reason I’m posting is the reaction I got from the CM on the phone; when I started to share my displeasure at several aspects, she immediately told me she didn’t want to hear any negativity and we needed to talk about the positive. ( I am assuming this is something Disney told their CMs to keep it positive but at this exact moment I am feeling sad.) I told her I am the customer and had a right to share my thoughts, so she basically allowed me to say a few things but rushed me along and didn’t acknowledge. I am not rude or loud, so it bothered me that apparently Disney isn’t concerned about how I feel. (I know, big surprise.) I know I’m only one person in their sea of customers, but Ive been a loyal cruiser and I’m sad to be canceling my cruise.

I'm guessing right now they're dealing with a high volume of calls and are trying to move things along. At this point they've made their decisions, not everyone will be happy with them and they're free to cancel. I would guess it's not that Disney doesn't want to hear your feedback, but more so that talking with CMs on the phone they can't do much and are just trying to help people and keep things moving. I do totally get that as a disgruntled customer hearing that is disappointing (on top of being disappointed about having to cancel a cruise).

I'd be curious to hear if others had similar experiences when contacting DCL?

 

[KantLose]

I admit I haven't read the policy yet --- so asking a question I may be able to find by dedicating some time to reading. Is the booking of kids clubs for ALL the clubs? Our kids are in Vibe - older teens.

Teen and Tween Clubs
Both Vibe for teens and Edge for tweens are open. No reservations are required.

 

[Cheburashka]

if that CM is entering notes about the call into Salesforce or some other CRM, I guarantee you that someone is going to pull all the notes for calls where people cancelled a cruise, and look for common threads - e.g., what were the biggest pain points? Did they track with what we expected? Etc.

Disney isn't going to change their Covid-related procedures due to guest complaints, so this is still a waste of time. They already know that many guests don't want to wear masks, and that many guests want vaccinations to be required. They weren't thinking that parents of young kids would see no nursery availability & limited kids' club availability as a bonus, etc.

 

[sugliac]

so I am clear is the expectation that the only show that will be played during the entire cruise beauty and the beast?

 

[diablodancer]

I mentioned the Rainforest Room in another post. Pretty pricey. On the other hand, it's for up to 10 people so the cost could be split among members of the group- this is where cruise meet groups could really come in handy. And with a max of 10 people, it shouldn't be as hard as usual to get a heated lounger, etc.

If it’s like the UK sailings I think it can only be with members of your own party so wouldn’t be able to split via a cruise meet group

 

[Sykes]

Having to get a PCR test 24 hrs prior is going to be the hardest part of this whole thing most labs don’t turn around results that fast

There are lots of places that can give PCR results within an hour, although it is often not cheap. Orlando Airport has PCR testing that provides results in 20 minutes.

 

[Cheburashka]

If it’s like the UK sailings I think it can only be with members of your own party so wouldn’t be able to split via a cruise meet group

Good point. On the bright side, it should therefore be pretty easy to book if you want it.

 

[Cheburashka]

so I am clear is the expectation that the only show that will be played during the entire cruise beauty and the beast?

Yes. Assuming that's the show they present, which makes sense, as it's their best show by far.

 

[lovedisneycruise]

For all those commenting to my post; thank you, yes I know about emailing corporate and I’m unsure if I want to take the energy to do that at this time when honestly, it won’t have an impact.

And if I wasn’t clear initially – I wasn’t looking to “take it out on the CM” or complain/rant. They basically ask you why you’re canceling and try very hard to persuade you NOT to cancel, so it’s a natural response to tell them why you are.

I would’ve moved it six months out, but the prices are high when we are able to go, so that it wasn’t feasible to do so.

 

[sugliac]

Yes. Assuming that's the show they present, which makes sense, as it's their best show by far.

Nice! I will be on board August 27. Can’t wait.

 

[Cheburashka]

They basically ask you why you’re canceling and try very hard to persuade you NOT to cancel

Really? I've cancelled DCL cruises many times, and while the CM has always asked why, they have never tried to change my mind, or even commented on my reason.

 

[lovedisneycruise]

Really? I've cancelled DCL cruises many times, and while the CM has always asked why, they have never tried to change my mind, or even commented on my reason.

I don’t know. Maybe it was the CM or maybe they’re tracking cancellations related to the new protocols. I am just sharing my experience and sadness that I canceled.

 

[Cheburashka]

I don’t know. Maybe it was the CM or maybe they’re tracking cancellations related to the new protocols. I am just sharing my experience and sadness that I canceled.

I'm sorry this has been painful for you.

 

[Swatchler]

Any thoughts or info on concierge services? Will the lounge be open? Cocktail hour still a thing? Wondering if concierge prices will be worth the current experience.

 

[diablodancer]

Any thoughts or info on concierge services? Will the lounge be open? Cocktail hour still a thing? Wondering if concierge prices will be worth the current experience.

Both have still existed (and believe the buffet in the lounge as well) on the UK sailings.

 

[Bibbobboo2u]

I just wanted to note that Disney is only requiring travel insurance for guests who are not vaccinated. I will try to link the section of the website which states this in another post after I've had time to find it again.

ETA: Travel Insurance: For cruises departing from Florida through December 31, 2021, Guests 12 years of age and older must provide proof of a valid travel insurance policy that meets coverage requirements. Guests who are fully vaccinated may choose to provide proof of vaccination instead of obtaining travel insurance. To learn more about insurance requirements, please visit Before Leaving Home: Know Before You Go.

 

[MomOTwins]

They're only doing one show per cruise, with a lot of showings of the same show, so it actually shouldn't be hard for people to find a time to see that show once during the cruise.

I've been on the dream 3-night twice back in I think it was 2018, when they were doing Beauty and the Beast two out of the three nights. It was not any less crowded the second night--everyone from the first night just went to watch it again--including us! We had trouble getting seats and that was with full capacity.

 

[sabrecmc]

On the one hand, I totally understand how hard it would be for DCL to navigate all the state, federal, and Bahamian rules. They can't make everyone happy. I'm sure they want to error on the side of caution in the beginning, as they can't afford an outbreak right off the bat. On the other hand, I'm glad our cruises aren't until next summer and I hope things are closer to normal by then. At least they have informed everyone and people can decide what they are willing to deal with for this much money.

 

[jklakeview]

I can't believe that I'm one of the few people REALLY UPSET by the fact that there is only 1 Broadway style production per sailing. I mean DCL cruise prices are insane to start with but the way I justify them is to think about what you would pay for a very good dinner and a Broadway show almost every night. This and the kid's club is what sets Disney apart from the other ships. Minus those two things and sailing is a NO GO for my family.