Disgusted with a DCL CM

[sailingby]

Recently had an encounter with a DCL CM that saddened and disgusted me. I won't go into specifics, but suffice it to say her lack of regard for the DCL product and the company's guests was astonishing and offensive. I would like to report this incident to DCL via email or letter (although email would be preferable, as I can give digital evidence of the situation) but am unsure as to how to go about doing so. Is there a particular customer service email address I could use that handles complaints?

Thank you.

Just wanted to edit this post to say that NO ONE HERE SHOULD BE CONCERNED ABOUT THE SAFETY AND WELLBEING OF THEMSELVES OR THEIR CHILDREN ON ANY OF THEIR UPCOMING CRUISES!!! This incident was not a matter of safety and did not involve any physical harm. While it was not specific to my family, it will likely not affect many others. PLEASE DO NOT LET MY EXPERIENCE HINDER YOURS. This, in no way, has changed my opinion of DCL or the Walt Disney Company. One employee who slipped through the cracks of the kindness and tolerance that most Disney CMs display should NOT tarnish the whole image of the company. Again, PLEASE DO NOT BE CONCERNED. YOU HAVE NOTHING TO WORRY ABOUT FOR YOUR CRUISES.

 

[mmouse37]

Recently had an encounter with a DCL CM that saddened and disgusted me. I won't go into specifics, but suffice it to say her lack of regard for the DCL product and the company's guests was astonishing and offensive. I would like to report this incident to DCL via email or letter (although email would be preferable, as I can give digital evidence of the situation) but am unsure as to how to go about doing so. Is there a particular customer service email address I could use that handles complaints?

Thank you.

You can email DCL at this main contact page and then choose which department you would like..

https://disneycruise.disney.go.com/contact-us/

MJ

 

[MTmomma]

Recently had an encounter with a DCL CM that saddened and disgusted me. I won't go into specifics, but suffice it to say her lack of regard for the DCL product and the company's guests was astonishing and offensive. I would like to report this incident to DCL via email or letter (although email would be preferable, as I can give digital evidence of the situation) but am unsure as to how to go about doing so. Is there a particular customer service email address I could use that handles complaints?

Thank you.

If this encounter occured onboard, or in the terminal/embarkation areas, then by all means, DO report it. However, if this "encounter" occured off property, away from her job, while she was NOT ON THE CLOCK, then I'm sorry, but leave it alone.

 

[AnnOminous]

What did she do?

 

[latinqt]

We all would like to know. Hope it doesn't happen again. Yikes.

 

[kcashner]

If this encounter occured onboard, or in the terminal/embarkation areas, then by all means, DO report it. However, if this "encounter" occured off property, away from her job, while she was NOT ON THE CLOCK, then I'm sorry, but leave it alone.

Very good point.

One would hope that one could speak well of one's employer, or perhaps that isn't the right employer for said person. I do understand that especially in this economy, it might not be prudent to leave one's job. However, at worst, the employee should just keep his/her mouth shut!

 

[sailingby]

Thank you MJ. I'll send it there.

Whoever wants to know the specifics of the incident can PM me. I will not share it publicly as I do not want it to escalate any further than it has to. That said, it did occur onboard and in guest areas.

 

[disney 2010]

I suspect many of us would be curious. Could you not give a brief idea without going into all the specifics/details?

 

[turbo teacher]

WOW! This doesn't sound very positive I sent you a PM and I hope you get the CM issue resolved QUICKLY.

 

[threewilmingtonwalls]

Subbing, hoping you'll update us just to say whether DCL addressed the issue to your satisfaction.

 

[msmayor]

Recently had an encounter with a DCL CM that saddened and disgusted me. I won't go into specifics, but suffice it to say her lack of regard for the DCL product and the company's guests was astonishing and offensive. I would like to report this incident to DCL via email or letter (although email would be preferable, as I can give digital evidence of the situation) but am unsure as to how to go about doing so. Is there a particular customer service email address I could use that handles complaints?

Thank you.

How recent was this?

 

[Tonka's Skipper]

To be frank, this sounds a bit fishy. The post is very well written, almost professionally written

I have no proof one way or the other...it just seems strange!

AKK

 

[turbo teacher]

Yes, seems a little fishy.

I sent a PM asking for the details, as I do NOT want to have a problem with ANY CMs on our cruise. I was asking for a heads up...and the OP hasn't responded This is a VERY EXPENSIVE trip for us, and I don't want it ruined by a CM on a mission to wreck cruisers' holidays

 

[mmouse37]

Does not seem strange to me....OP had a problem and wants to present DCL with her experience of that problem. Let's not pass judgment as no one knows the facts.

MJ

 

[mommyofthreeboys]

Does not seem strange to me....OP had a problem and wants to present DCL with her experience of that problem. Let's not pass judgment as no one knows the facts.

MJ

 

[ragdoll]

Yes, seems a little fishy.

I sent a PM asking for the details, as I do NOT want to have a problem with ANY CMs on our cruise. I was asking for a heads up...and the OP hasn't responded This is a VERY EXPENSIVE trip for us, and I don't want it ruined by a CM on a mission to wreck cruisers' holidays

I would not worry about your cruise being ruined. DCL's CM's are amazing. This problem would be the rare exception. This is not something that happens on a regular basis. You will have an awesome cruise!

 

[turbo teacher]

I would not worry about your cruise being ruined. DCL's CM's are amazing. This problem would be the rare exception. This is not something that happens on a regular basis. You will have an awesome cruise!

Thanks ragdoll! I hope that it's just an "exception" and not the rule (which I doubt with Disney's reputation!)

 

[sailingby]

To be frank, this sounds a bit fishy. The post is very well written, almost professionally written

I have no proof one way or the other...it just seems strange!

AKK

Um, thank you? For the record, I AM a professional writer... but I'm not employed by Disney or any competitor.

Yes, seems a little fishy.

I sent a PM asking for the details, as I do NOT want to have a problem with ANY CMs on our cruise. I was asking for a heads up...and the OP hasn't responded This is a VERY EXPENSIVE trip for us, and I don't want it ruined by a CM on a mission to wreck cruisers' holidays

I have received over 40 PMs regarding this situation in the last two days. I have made an effort to respond to each and every one of them promptly. I have not received one from you.

Please trust me when I say this situation is legitimate. I am not looking to deter anyone from DCL, nor am I looking to trash the name of the company. My family and I have taken ten DCL cruises. We're booked on four cruises within the next year. I had a specific issue and was looking for an address to send my complaint. I have informed DCL of the situation and am now waiting for a response.

 

[lugnut33]

Hopefully everything gets resolved to your satisfaction. Good luck.

 

[ruadisneyfan2]

I would not worry about your cruise being ruined. DCL's CM's are amazing. This problem would be the rare exception. This is not something that happens on a regular basis. You will have an awesome cruise!

I completely agree. We have sailed DCL 5 times with 4 more booked and never had an issue. I'm not saying it's impossible; there can be disgruntled employees with any company, including those that work in the parks. Hearing something negative about a CM in MK wouldn't stop you from ever returning there, would it? It wouldn't deter me.