Disney Customer Service

[Olaf Myfrenzargay]

Have been on hold on reservation line for an hour and a half. Does Disney have like three guys handling the lines these days?

 

[jeffmw]

Don't let anyone tell you Disney gives a crap about customer service anymore. It's the single most symbolic and significant change over there over the past 5+ years. Everything always tied back to customer service and keeping the guest happy. They don't anymore across the board, but the complete lack of action or empathy from customer service is at the core.

 

[Dave006]

Have been on hold on reservation line for an hour and a half. Does Disney have like three guys handling the lines these days?

You do know that we are still in a pandemic and the call centers staff is limited due to social distancing and reps working remotely.,

About 75% of calls can be addressed by self-service using the web site. Also this week has been very busy with the opening of 2022 packages on Tuesday.

Dave

 

[Olaf Myfrenzargay]

Reps can’t answer the phone at home? Weird. My call cannot and has not been addressed Through any other means, Thanks.

 

[P'colaBeachBum]

Try different numbers
1. Here is a great list of phone numbers posted by @Dave006
2. 407-934-7639 - Regular modification number from MDE (when Modify button is missing or not working for you)
3. (407)-560-2428 - A good reference from the Disney Chat tool.
4. (407)-939-1936 - General Guest Services number
5. (407)-939-5277 - WDW Disney general reservation number
6. (407)-939-7866 - Guest Services call back number

 

[DeeBee3]

Have been on hold on reservation line for an hour and a half. Does Disney have like three guys handling the lines these days?

Not sure if you got through yet, but I always have better luck when the Chat is up and running.

 

[Olaf Myfrenzargay]

Bailed at two hour mark. Called hotels directly repeatedly and finally got through.

 

[Dano the Pirate]

Reps can’t answer the phone at home? Weird. My call cannot and has not been addressed Through any other means, Thanks.

No, the call centers has a national system that routes the calls to who is available... the architecture to have people call in with cellphones to protect client information is not in place... yet.

 

[brockash]

You do know that we are still in a pandemic and the call centers staff is limited due to social distancing and reps working remotely.,

About 75% of calls can be addressed by self-service using the web site. Also this week has been very busy with the opening of 2022 packages on Tuesday.

Dave

If the number of CMs answering calls is limited it IS NOT because of the pandemic that's now going on a year. It is Disney's choice to not be paying as many ppl. OMG....everyone in the darn world has pretty much figured out how to continue to work and function...there is absolutely no justifiable reason why answering calls (something that was done by many remotely before anyone ever heard of Covid) would be impacted by the pandemic in Feb. of 2021.

ETA: I have had more than 1 CM in the past explain to me they're working from home...even heard a dog bark once pre and post pandemic.

 

[Kitty & Covs Covs]

I was just pretty disappointed by the CM in IT I got who informed me dining online and in MDE was broken and he had no idea when it would be fixed today. I told him that I needed to handle something for breakfast tomorrow morning, but he insisted he couldn’t help. No offer to transfer to a CM who handles ADRs or anything. In the past CMs have ordered to help solve problems or ameliorate the situation if they could. Not the shoulder shrugging I received verbally this morning.

 

[_19disnA]

If you get someone on the phone who isn't helpful, just call back later and you will get someone else. There seems to be quite a range of skill levels among the people you can get on the phone. Some are very helpful while others don't seem to care if they solve your issue or not. That is what I did when planning a prior Disney trip. Usually you can tell right away if the person is going to be helpful or not.

 

[_auroraborealis_]

Disney has outsourced a lot of the phone lines to nonemployee contractors who are off-site. They use one of the more abusive WFH call center companies.

Disney are choosing to use contractors not employees, and limit how many they use, for financial reasons.

This story tells you about the system: https://www.propublica.org/article/...ney-and-airbnb-who-have-to-pay-to-talk-to-you

It is absolutely about expense line item.

 

[srdavidson]

If you get someone on the phone who isn't helpful, just call back later and you will get someone else. There seems to be quite a range of skill levels among the people you can get on the phone. Some are very helpful while others don't seem to care if they solve your issue or not. That is what I did when planning a prior Disney trip. Usually you can tell right away if the person is going to be helpful or not.

I hung up on one about a month ago. She was talking down to me like I was stupid. Kept repeating what I said in a degrading way. I was surprised as usually everyone is so nice and helpful.