Disney Cruiseline Guest Services

[JRLINK3]

Has anyone else had a problem with the Disney Cruiseline Guest Services? I called to ask a few questions and everytime I call them I am treated like a second class citizen. It's like I'm bothering them. This last time that I called I got so fed up with the woman's rudeness that I asked to speak to her manager. He had the same crappy attitude and honestly, if tickets weren't paid for and my daughter wasn't looking forward to going, I would have cancelled! All I was asking was simple questions, that they should have the information for. Such as, how late is the pool open to? What movies were playing, and a bunch of simple stuff like that. Thank god I found this forum, because we would have been totally in the dark about everything. We have a travel agent, but she's not going to know what time the pool will be open till. She would end up just calling them for the same information, so I just did it myself. The woman that I talked to kept saying "Ask your travel agent." What about the people that don't have travel agents? Are they treated just as poorly? Maybe the DCL will see this thread and make some much needed changes!

 

[dzneprincess]

That is the one disadvantage of usung a TA, DCL will not talk to you about your ressie. They will only talk to your TA. It is best to use a TA that specializes in DCL that can answer those questions for you. FOr future use, I highly recommend Dana at www.micdan.com

 

[JC Butterfly]

Wow, I guess I can't say that's an experience that I've had, I've only dealt with wonderful people at DCL but I'm sorry your experience is less than stellar.

I hope you will discover once you board the ship that the cast members truly are exceptional and will go out of their way to make sure you have a wonderful vacation.

And if you do have any more simple questions, ask us, we're happy to talk! And if we can't answer, that's what your TA gets paid the big bucks for. To call DCL for you and get the answers you need!

 

[lookingforward]

Sorry you had difficulties. I totally understand! I booked through a TA and we sailed during the hurricanes. It was very difficult to get info from DCL because they said I had to talk to my TA. They were very willing to discuss the delays and altered plans but when I questioned them about refunds, etc. they said they could not discuss my refunds due to the "law". I said, "What law, I am familiar with Florida statutes." and the supervisor said she was unable to discuss anything about my reservation by "law". I argued (nicely..of course!) that my credit card was charged to the Disney Cruise Line and my contract for sailing was with them, not Small World Travel. The supervisor actually yelled at me! She really freaked out about it. Finally we had a respectful conversation and I really worked at trying to be kind and openminded. She promised she would personally call my TA and get back with me. (She never did!) Oh well, the service on the cruise was wonderful so it was just a minor blip on my stress meter. But it was still a difficult phone call.

 

[KMovies]

I sort of understand DCL not wanting to discuss reservations that are made with Travel Agents.

The cruise line is paying the Travel Agents for their services, so when you call DCL directly, that kind of defeats the purpose and increases DCL's costs (phone lines, reps etc.).

The TA may need to call DCL if necessary, but they may have the answers and wouldn't need to call.

Then again, I have only booked directly with DCL so I haven't had these issues.

 

[CM_Mom]

Just a guess, but I bet the "law" she was talking about was the contract that DCL has with the TAs. If something is specified in a negotiated contract, it in effect becomes the "law" for that situation.

Now the disclaimer, I'm NOT a lawyer, just a citizen who tries to stay informed.

Sorry you had a bad experience. Everyone I've ever talked to has been great and I've asked some wierd questions.

 

[dbond]

Your TA should have the answers to those questions for you. If not, then you need to find another TA. When you book through a TA, they are your point of contact. They got the commission for the booking, if you have questions, it's their job to find answers for you.

 

[lookingforward]

I agree that the TA should do the work if they are making the commission. Especially for questions about ship life, etc. I was dissapointed in my TA (internet) because I felt that I knew more about the cruise (from this wonderful site! Oh well. It was frustrating when trying to understand the refund from the hurricane, though. There were five seperate refunds for a strange amount of money on my credit card and it made me wish I booked directly with DCL because I could not get any direct answers about my money. Since the refunds were from DCL directly I just assumed I could discuss it with their accounting office. Still, it all worked out in the end.

 

[JRLINK3]

Regardless on whether or not I should ask my TA these questions, I would expect anybody who represents Disney to be more considerate. A Disney employee should not behave in such a matter that it would make potential guest feel uncomfortable or actually consider cancelling their ressies! There's clients that I work with that may ask some really ridiculous questions, but I always take the time, whether it is my job/department or not, to answer them and make the client feel like their questions are valid ones. That is good for business. Our clients come back because of our service to them. Our company has a great mission statement. Maybe the Disney Cruiseline Guest Services should follow suite.

*A Client is the most important person in the company — on the phone, in person or by mail.
*A Client is not dependent on us — we are dependent on them.
*A Client is not an interruption of our work — it is the purpose of it.
*The Client is not an outsider to our business — they are our business.
*The Client is not someone to argue or match wits with.
*The Client is a person and not a statistic.
*It is our job to satisfy them.

Okay, I'm done venting. I'm not going to let it ruin our trip. I have read that Disney has stellar services actually on the cruise, and that is the most important part!

 

[lookingforward]

Well said! I am a social worker in law enforcement and people call me up all the time venting about the criminal justice system and how angry they are. I try very hard to be polite and always listen with respect and kindness (even when they are yelling at me!). I can honestly say that when I tried to understand my refunds by asking DCL I was not treated with the same. The customer should always be treated with kindness, even if they are wrong, misguided or clueless!

 

[HumphreytheBear]

Just for the record (as a former DCL reservations Guest service agent) it does not matter if you have a TA or a direct booking if you are not calling to modify, or ask questions about you reservation DIRECTLY it doesn't matter who calls. If you are only asking Shipboard questions, as you stated about the pool, the movies, etc then they CAN answer your questions... they just can't answer any reservation specific question and/or change the res for you if you used a TA. It is uneccesary and totally uncalled for, for them to be rude to you TA or not... especially if you are just asking ship questions. A lot of people call with that type of stuff there is no need for them to even know that you are booked through a TA as there is no need to know anything about your res other than when you are sailing. As JcButterfly mentioned the cruise staff onboard the ship is WONDERFUL. Don't let the Call Center Customer Service ruin your idea of what your trip will be like. Those guys on board are top notch.

As for "lookingforwards" comments, they should have never yelled at you, but they are legally not allowed to talk to you about anything regarding the reservation specifically. You choose to have a travel agent which then makes the contract for your cruise between your TA and the cruise line. They can not issue you any information regarding the sailing, the payments, etc. All info regarding your cruise would have to go through your TA. A lesson I learned when I worked at DCL. I always book my cruises myself so that I am able to make modifications and they can issue info to me (only exception is DCL as I do like to use Dreams Unlimited for them)...

 

[Disney1998]

Just to throw my two cents in.....I made my reservation with a TA and have recently called DCL with questions and they have been nothing sort of wonderful answering my ship board questions. Sorry you had a bad experience.

 

[lrodptl]

Originally posted by JRLINK3
Has anyone else had a problem with the Disney Cruiseline Guest Services? I called to ask a few questions and everytime I call them I am treated like a second class citizen. It's like I'm bothering them. This last time that I called I got so fed up with the woman's rudeness that I asked to speak to her manager. He had the same crappy attitude and honestly, if tickets weren't paid for and my daughter wasn't looking forward to going, I would have cancelled! All I was asking was simple questions, that they should have the information for. Such as, how late is the pool open to? What movies were playing, and a bunch of simple stuff like that. Thank god I found this forum, because we would have been totally in the dark about everything. We have a travel agent, but she's not going to know what time the pool will be open till. She would end up just calling them for the same information, so I just did it myself. The woman that I talked to kept saying "Ask your travel agent." What about the people that don't have travel agents? Are they treated just as poorly? Maybe the DCL will see this thread and make some much needed changes!

When using any guest service tell them your conversation is being recorded for training!

 

[arlenesp]

I've spoken to a lot of cm at dcl and really am getting extremely frustrated.
First they confused our stateroom with 2 others and told us we tried to smuggle knives on board. Found out thru the board a diser 5 doors down had her swiss knives confiscated at the port. I gave her the # to lost and found and she got it back, However, a leatherman utility tool was also tagged with our room as well. still haven't found this owner.all in all the cms were quite pleasant. But it took me 5 calls to get the lost and found #. One cm gave me the # to the ship!!!!!
But the most frustrating thing of all is trying since September 30 to find out who signed a check in the promenade lounge under my dh kttw when he was never in the place. He doesn't drink coffee or alcohol due to his medical condition. I have been promised call backs and receipts sent to me too many times. The last sup promised a callback on Mon. No call.
The passing off of this has really gotten to me.It' starting to become a game to see what the next cm has to say.Just want to make sure imaginary charges aren't on the bill.There were 8 of us and the bill was quite high so the 8.90 isn't the issue,rather than the fact no one can tell me what it was and who signed.
So I think tomorrow is a good day to call again.
next trip i will keep a log.

 

[paulmc80]

I understand DCL wanting you to speak with your TA if that's is how your reservation is booked. But, I would think there is a better way of handling it than just saying to call your TA. Especially in this time when computers and databases are utilized so much and so effectively.

I think people take it a lot better if DCL were to offer them the number at the travel agency for which the reservation is booked, and a contact there if the customer's contact is not responsive. It makes a difference in how people respond I think. And, it helps the TA and DCL as well.

I worked for an insurance company a long time ago. Customers would call about questions that their agent was better able to answer. We had a huge printout like a phone book in which we'd look it up and advise the customer if they wished.

Just my take on it.

 

[DFiore1]

I've had nothing but pleasant experiances dealing with the cruise line number. Even in the middle of back to back to back hurricanes, you could tell the people on the other end of the phone were frazzled, but still extremely helpfull and courtious.

I'm so sorry you're having such a hard time with them. One of the reasons I love Disney so much is the outstanding service I've received. Things will get better, I'm sure of it!!!