Disney *Should* Be Ashamed

[brentm77]

A time other than midnight does seem like a great idea. As a night owl (in Central Time - so 11pm), it’s great for me. For people who need nighttime sleep, ugh.

There have been too many reports of System Maintenance occurring at check-in time. Another example of situations where the administrator isn‘t an end-user.

It's not even the time they pick that is the issue for me, it's the fact that large groups are required to do things all at once, where even seconds make the difference between getting what you want or not, and where their systems often can't handle the rush. So then it becomes a stressful and frustrating experience, even if you really don't have anything critical to book.

It's lazy, because it requires little work and creativity on Disney's side, with the customer bearing the burden. I wish Disney would be a little more creative. There are several better options that come to mind that are better than the virtual cattle call used by DCL and the parks. Maybe a lottery based on a preference form and status. Maybe first booked, first served like other cruise lines. Who knows. But a 70 billion dollar company has the resources to fix this ugly customer experience they have embraced across their travel products.

 

[DCLMP]

It sounds as though The Wish has a higher percentage of Platinums - especially as compared to when the Dream was doing the 3- and 4-night runs.

Compound that with a lack of staff. On the Magic in April, our Palo dinner had 3-4 couples dining. Yep! basically an empty restaurant. We had changed our night at boarding - so it might have been one less, originally.

I don’t recall what cruisers are experiencing on the Wish in Palo - full or not.

It probably does since it is new and long time Disney cruisers want to try it out. The only cruises I’ve been on with a high number of platinums were Hawaii and Quebec. Maybe Iceland too I don’t remember.

 

[mmackeymouse]

The blue spinning circles have been an issue since last fall. So frustrating. I think it is because too many people are trying to check in at once. If you wait and check in the next morning, it has always been smooth sailing - maybe 5 minutes total. I will get a later PAT checking in the next morning, but I have always been able to modify the PAT to an earlier time.

I do agree with you though - there has to be a better way. Disney is dropping the ball with the everyone check in at midnight policy.

Here's the thing though...and the part that is scary....it's not everyone. Not even close.

Yes, everyone has the ability to check in at midnight...but most people don't. I'd reckon to say that it's probably more like 15-20% of people that are die hard, hardcore, check in at midnight type of people. I'd even be willing to come up to 50%. But....knowing the issues that the site has with only a percentage of guests checking in.....can you even imagine what the site would be like if everyone.....or 90%+ of people were checking in at midnight?

 

[Kwami]

Got a reply to my email. Whole lotta nothing.

Thank you for choosing a Disney Cruise Line vacation!

At this time, we are still opening Online Check-in 30 days before arrival and requiring all guests, except for the concierge to have port arrival times.

We are unable to tell you if or when this would change. If there is a change to this policy and you are booked on an affected sail date, you would receive email communication.

I hope this information has been helpful. If you require further assistance with any other inquiries, please feel free to contact us.

We look forward to sailing with you!

Have a Magical Day!

What did you expect, though? Some random customer service representative isn't going to tell you about unannounced future plans and neither are they going to "defend" their company's policies. That's really not what customer service reps do.

 

[3DisneyFanz]

People have held $1.5 B Powerball tickets, too. Good things do happen to people. And there are those with positive attitudes who like to give hope to others. Sometimes everything just lines up.

I do not agree with the poster that cruises are “the small stuff“ - for everyone. They can represent a significant portion of wealth / income for many families. For those who are truly on a once-in-a-lifetime trip, its importance becomes magnified.

Your odds of winning the lottery are better than having all of that line up.

To me the problem isn’t whether port times fill up, tastings get booked or that you can’t get an excursion but that a company the size of Disney that charges the premium they charge for anything can’t have consistently functioning basic IT resources.

I’m not rushing on at midnight because none of that is really important to me but if it’s your thing then poor IT functionality shouldn’t knock you out. Even if every stateroom on the ship tried to jump on at the same time it’s less than 1300 people and if that’s overloading your website that’s a problem.

 

[auntlynne]

It's not even the time they pick that is the issue for me, it's the fact that large groups are required to do things all at once, where even seconds make the difference between getting what you want or not, and where their systems often can't handle the rush. So then it becomes a stressful and frustrating experience, even if you really don't have anything critical to book.

It's lazy, because it requires little work and creativity on Disney's side, with the customer bearing the burden. I wish Disney would be a little more creative. There are several better options that come to mind that are better than the virtual cattle call used by DCL and the parks. Maybe a lottery based on a preference form and status. Maybe first booked, first served like other cruise lines. Who knows. But a 70 billion dollar company has the resources to fix this ugly customer experience they have embraced across their travel products.

Your odds of winning the lottery are better than having all of that line up.

To me the problem isn’t whether port times fill up, tastings get booked or that you can’t get an excursion but that a company the size of Disney that charges the premium they charge for anything can’t have consistently functioning basic IT resources.

I’m not rushing on at midnight because none of that is really important to me but if it’s your thing then poor IT functionality shouldn’t knock you out. Even if every stateroom on the ship tried to jump on at the same time it’s less than 1300 people and if that’s overloading your website that’s a problem.

I totally agree that a company of Disney’s size with the prices they charge for everything decorated with a rodent should be delivering a quality product - including its IT programs.

 

[DCLMP]

Got a reply to my email. Whole lotta nothing.

Thank you for choosing a Disney Cruise Line vacation!

At this time, we are still opening Online Check-in 30 days before arrival and requiring all guests, except for the concierge to have port arrival times.

We are unable to tell you if or when this would change. If there is a change to this policy and you are booked on an affected sail date, you would receive email communication.

I hope this information has been helpful. If you require further assistance with any other inquiries, please feel free to contact us.

We look forward to sailing with you!

Have a Magical Day!

It will probably go back to normal when testing is dropped.

 

[cvjw]

Here's the thing though...and the part that is scary....it's not everyone. Not even close.

Yes, everyone has the ability to check in at midnight...but most people don't. I'd reckon to say that it's probably more like 15-20% of people that are die hard, hardcore, check in at midnight type of people. I'd even be willing to come up to 50%. But....knowing the issues that the site has with only a percentage of guests checking in.....can you even imagine what the site would be like if everyone.....or 90%+ of people were checking in at midnight?

You are probably right. If everyone tried to check in at midnight, the whole DCL IT system would probably shut down!

 

[BmarieT]

Being middle class and living in MN it has taken us 20 years to become Platinum cruisers and the PAT (lack of having to pick one) was something I was really looking forward to. I'm so mad they took that away before we were able to experience it. I think that email response from DCL was RUDE - they did not even apologize for taking away this perk or acknowledge you being a loyal customer.

 

[slindamood]

We sail September 9 on the Wish. Platinum here for years. I have not yet checked in for the upcoming cruise. This is our 3rd cruise since covid and the check in procedure was so tedious on the previous 2 that I have not faced up to it yet. We did get reasonable times on the earlier 2 cruises. Before noon. This time, I booked DCL transportation from the Hyatt for 7 people - $273, far more than a private van - just to avoid checking in at midnight. The money is worth avoiding the frustration. I hope that platinum means something soon.

 

[auntlynne]

Being middle class and living in MN it has taken us 20 years to become Platinum cruisers and the PAT (lack of having to pick one) was something I was really looking forward to. I'm so mad they took that away before we were able to experience it. I think that email response from DCL was RUDE - they did not even apologize for taking away this perk or acknowledge you being a loyal customer.

That is a long time to hope / expect something and have it taken away.

And with a say-nothing response.

One to which I had no emotional reaction. Because it is exactly the type of verbage they use when asked for information. I expect nothing more from them - they are unwavering. Not what you want from a service provider, that’s for sure.

I have been unable to express my displeasure at their treatment of consumers as cash cows by taking my money elsewhere. Simply because a Disney cruise is more of what I want in a vacation. I have made a few forays into different lines, but the simplicity - and childhood happiness that I feel on a Disney cruise have kept me coming back.

I hope your positive memories can stay with you.