Disney not allowing me to transfer cruise to costco

[mrsp1030]

Backstory: tried to book via Costco but they said no connecting rooms available. Called Disney, they magically found two connecting staterooms. Now for two weeks Disney kept telling Costco agents we couldn't transfer although we weren't outside 30 days. Called again this am as I was told they had figured out the issue and now disney changed my reservation date so I'm outside my 30 days by 1 day! Frustrating experience all around.

 

[PrincessShmoo]

Backstory: tried to book via Costco but they said no connecting rooms available. Called Disney, they magically found two connecting staterooms. Now for two weeks Disney kept telling Costco agents we couldn't transfer although we weren't outside 30 days. Called again this am as I was told they had figured out the issue and now disney changed my reservation date so I'm outside my 30 days by 1 day! Frustrating experience all around.

Is your cruise paid in full? That would stop it from being transferrable, also.

 

[mrsp1030]

No it was just a deposit. Even the Costco agent was frustrated. Said she's never had so many issues with DCL until the last few weeks.

 

[disneywonderfun]

Not justifying the situation, but what motivation should DCL have to transfer the reservation? As it stands, DCL worked out the problem with their staff. Now you want to transfer it to Costco presumably for the cash card which would also obligate DCL to pay Costco the 10% commission for the reservation which they apparently did very little to earn.

More cruise companies are trying to avoid the whole commission situation by trying to book people directly.

Again, I feel for you, but understand DCL's actions.

DWF

 

[sayhello]

Not justifying the situation, but what motivation should DCL have to transfer the reservation? As it stands, DCL worked out the problem with their staff. Now you want to transfer it to Costco presumably for the cash card which would also obligate DCL to pay Costco the 10% commission for the reservation which they apparently did very little to earn.

More cruise companies are trying to avoid the whole commission situation by trying to book people directly.

Again, I feel for you, but understand DCL's actions.

DWF

I disagree with this. DCL has a policy that a reservation can be transferred to a Travel Agent up to 30 days beyond making the deposit. This is to encourage people to book onboard (or in other impulse situations) where they don't have access to their TA. As long as DCL doesn't have a policy against transferring reservations to Travel Agents, them stonewalling the OP until the 30 days passed is underhanded and bad business in my opinion. It's their policy; if they don't like it, change it!

Sayhello

 

[sayhello]

Backstory: tried to book via Costco but they said no connecting rooms available. Called Disney, they magically found two connecting staterooms. Now for two weeks Disney kept telling Costco agents we couldn't transfer although we weren't outside 30 days. Called again this am as I was told they had figured out the issue and now disney changed my reservation date so I'm outside my 30 days by 1 day! Frustrating experience all around.

I would totally escalate this. I'm sure the Costco agent has a record of when & how they tried to get it transferred (within the 30 days). The issue was with DCL, not with you or Costco, so they should honor the request. I would NOT let this sit.

Sayhello

 

[mrsp1030]

Not justifying the situation, but what motivation should DCL have to transfer the reservation? As it stands, DCL worked out the problem with their staff. Now you want to transfer it to Costco presumably for the cash card which would also obligate DCL to pay Costco the 10% commission for the reservation which they apparently did very little to earn. More cruise companies are trying to avoid the whole commission situation by trying to book people directly. Again, I feel for you, but understand DCL's actions. DWF

Just saying DCL transfers reservations all the time. I've done it before and never had an issue until this time. Apparently, the CM I spoke to yesterday said whomever entered my reservation entered it with the wrong code and that was the hold up so she even offered to call Costco for me and move it over. Then when the higher up gave permission it kicked my reservation back to Oct 31 and my deposit was made on Nov 3. Just saying it took 2 weeks for someone to figure out the issue. I could easily cancel and rebook via Costco today if I wanted but fear losing those connecting rooms.

 

[Dug720]

Is it possible that Costco only had a limited number of staterooms and the connecting ones were not included in those Costco had to pick from?

 

[su_A_ve]

OP seems to imply DCL backdated the reservation date and hence they wont transfer the reservation to Costco because it's now outside the 30 day window.

OP needs to escalate the issue however, Costco needs to be behind this 100% and they need to push for the transfer as well, specially if there's records as to when the reservation was made.

 

[bumbershoot]

Called again this am as I was told they had figured out the issue and now disney changed my reservation date

That is bizarre. I'd continue to work on it.

 

[wdwwishes]

Didn't read through everything here but I originally booked a reso which I wanted to then transfer to my agent. We just had to sign some form that was sent to DCL saying I wanted that change etc.

 

[missyp]

I recently booked onboard and named costco as my agent and when I got home to double check everything with Costco there seemed to be all sorts of confusion. I think in my scenario it was Costco's fault. I just kept at it and finally it was ironed out. I was within the window. It was very clear that some agents were better than others as I am sure is the case with Disney as well. I just kept calling back til I got someone who knew what they were doing

 

[mrsp1030]

I recently booked onboard and named costco as my agent and when I got home to double check everything with Costco there seemed to be all sorts of confusion. I think in my scenario it was Costco's fault. I just kept at it and finally it was ironed out. I was within the window. It was very clear that some agents were better than others as I am sure is the case with Disney as well. I just kept calling back til I got someone who knew what they were doing

Thanks! I am going to keep trying!

 

[SuperDry]

DCL has a policy that a reservation can be transferred to a Travel Agent up to 30 days beyond making the deposit. This is to encourage people to book onboard (or in other impulse situations) where they don't have access to their TA.

You don't need access to your TA to book on board and have the booking assigned to them. If you want to use the same TA as you used for the current voyage, you just tell Disney, and they copy the TA information that's on file. If it's a new or different TA, you can just give them the information.

what motivation should DCL have to transfer the reservation? As it stands, DCL worked out the problem with their staff. Now you want to transfer it to Costco presumably for the cash card which would also obligate DCL to pay Costco the 10% commission for the reservation which they apparently did very little to earn.

I reluctantly have to agree with this. I think it's quite likely that Costco just looked in the computer and saw that there were no connecting rooms available. The thing is, DCL doesn't release all available rooms in the customer that TA's or the general public see. The TA can call DCL with a specific request, such as for connecting rooms, and DCL will accommodate them if possible. I think it's very likely that Costco didn't do this because it involves extra work.

 

[tinkerone]

You don't need access to your TA to book on board and have the booking assigned to them. If you want to use the same TA as you used for the current voyage, you just tell Disney, and they copy the TA information that's on file. If it's a new or different TA, you can just give them the information.


I reluctantly have to agree with this. I think it's quite likely that Costco just looked in the computer and saw that there were no connecting rooms available. The thing is, DCL doesn't release all available rooms in the customer that TA's or the general public see. The TA can call DCL with a specific request, such as for connecting rooms, and DCL will accommodate them if possible. I think it's very likely that Costco didn't do this because it involves extra work.

this is what I thought to however when I went to book on board last month they would not take my t.a.'s information. they told me since I had booked that cruise with D.U. there was no problem booking my new ones and naming them but they could not input a new agent, I would have to do that at a later date. i'm pretty much done with D.U. so I did the booking with the new agent within the 30 days allowed.
isn't that odd?

 

[lbgraves]

this is what I thought to however when I went to book on board last month they would not take my t.a.'s information. they told me since I had booked that cruise with D.U. there was no problem booking my new ones and naming them but they could not input a new agent, I would have to do that at a later date. i'm pretty much done with D.U. so I did the booking with the new agent within the 30 days allowed.
isn't that odd?

This is exactly what was reported here when the new policy comes out. The OBB can only be made with the TA listed on your current cruise or no TA at all. Apparently there were complaints made by TAs -- possibly that they are losing customers and were trying to retain them, not really sure. Definitely makes it more difficult for guests who aren't happy with their current TA. Not every TA gives reduced OBC for transfers, however, so that issue won't affect everyone in this situation.

 

[shburks]

this is what I thought to however when I went to book on board last month they would not take my t.a.'s information. they told me since I had booked that cruise with D.U. there was no problem booking my new ones and naming them but they could not input a new agent, I would have to do that at a later date. i'm pretty much done with D.U. so I did the booking with the new agent within the 30 days allowed.
isn't that odd?

I know this thread is a few months old, but I just ran into this, too. Onboard they would NOT allow me to book the new cruise with a new agency. New policy?

 

[lanejudy]

I know this thread is a few months old, but I just ran into this, too. Onboard they would NOT allow me to book the new cruise with a new agency. New policy?

Yep...new within the past year. You can use the same TA as your current cruise, or you can book without a TA. But onboard bookings cannot name a "new" TA who is not on your current reservation. You are welcome to transfer the cruise after you get home, within the 30-day time period.

Enjoy your cruise!