Disneyland Customer Service: Not impressed!!

[imajinable]

Wow, just wow. Planning my 1st ever trip to Disneyland in May and idk if its just me but Disneylands customer service sucks! The person i booked my vacation package was extremely nice and professional but the people who are suppose to help with dining reservations and tour reservations are terrible. I just called to make an ADR for the Blue Bayou i give the man the date i need the reservation for and it turns out that i can not book it until the 21st. Ok, my mistake. Im sorry. But i wasn't even half way through my 'oh ok..thank you' before i was hung up on. I mean.. what if i had another question? I didn't get a 'have a magical day' or anything. Almost the same thing with talking to the people who book the tours. I called with a few questions about the tour and i just felt so rushed. Idk, maybe i was just unlucky these 2 times but i was just very disappointed.

Ps...Im not impressed with their website neither.

 

[T0rrent]

I would highly recommend calling guest relations and letting them know what your experiences have been. Unfortunately they can't use these as coaching opportunities if they are not informed. This does seem highly out of the norm as I've never had a bad experience on the phone with them for dining or the one time we booked a tour.

I will admit the site, especially if it's under heavy load due to a new promotion coming out can be considered problematic at best. It does need work.

 

[iKristin]

Yeah I would call and complain! They can't fix it if they don't know the problem

 

[JadeDarkstar]

That is not normal at all. I have called many times with a number of questions and always had the best service. These people seemed rude and you should call and report it. I have never been rushed or hung up on except once when I was on hold for some one to come back to me. I called right back and was apologized to about being hung up and got the answer to my question in record time. They always ask is there anything else I can help you with today, and I always get have a magical or nice day.

 

[imajinable]

Thank you everyone for your advice! I think i will definitely have to call guest relations bcuz i feel that this kinda takes away from the entire experience.

 

[DisneyLuver2013]

That's not the norm at all. All of the times that I have talked to anyone at Disney, they've been nothing but helpful and kind.

 

[Chiomaca]

That does sound surprising. I had to make some changes to an ADR this week and changed my mind about the time mid-way through the conversation with the CM (because I realized I was committing myself to Fantasmic! at 10pm the night before a 10k, which was just a bad idea) and she had no problem changing my change. I call Disney pretty regularly and have never had a bad experience with a CM, so you should complain.

 

[Drusilla99]

Though I am surprised to hear about rude phone operators, that's pretty rare in my experience, I have been finding it more & more common among cm's within the park. I'm an AP, and have been for ovr 20 years, and go at least once a month. The customer service really isn't what it used to be.

 

[wenrob]

Not the norm at all. There are times when someone is off their game and it's disappointing because it kind of pops that "magic bubble" but overall I feel like the customer service I get from Disney can't be compared to anyone else.

On our trip in January DD and I were taking a break in the esplanade. She had just dialed Disney Dining to make a dinner reservation when we spotted Oswald right inside DCA. She'd been stalking him the whole trip so we jumped up, headed in and got in line all the while she's on the phone with the CM making a reservation. Our turn comes up and DD asks if she can call back, the CM says, that's okay I'll wait. And she did! The first thing she asked when DD got back on the line is if she got her pic and how cute was Oswald. While she was waiting she found DD's card on file and had the reservation all ready to go. I can't think of anywhere else that would happen.

Do some CMs get it wrong? Of course they do. I try to remind myself that they're only human when that happens and not only are they dealing with people all day, the have to be MAGICAL all. day. I certainly couldn't do it.

 

[cruise cruise cruise]

I have phoned Disneyland Dining for separate issues today and yesterday. While both CMs were polite and did not rush me, neither ended the phone call with "have a magical day", just a goodbye . Our Disney vacations the past few years have been to WDW and phone calls to Florida were ALWAYS ended with "have a magical day". I don't know if things have changed in the past year for all CMs (Cali and Florida) or if it is just Cali that does not end with the phrase. I do miss it.

 

[GatorChris]

I've had the same experience as cruisex3. I just thought I wasn't paying attention, but I got used to hearing that from my trips to WDW. Not that it makes or breaks anything, but it is nice to hear.

 

[imajinable]

So i called again on the 21st and the CM was very polite and patient with me and my 21 questions..lol I did also notice what Cruisex3 & GatorChris are saying about ending the call with 'Have a Magical Day' I think that it may be something that only WDW CMs say bcuz i have yet to hear it from A DisneyLand CM and it isnt a make or break it for me either but it is very nice to hear in fact its usually the part of the conversation that i most look forward too. I have been spoiled by the WDW CMs!! lol

 

[Gisele]

Of the times that I have spoken with Disneyland customer service representatives, they had always ended the call with "have a magical day" I always reply thank you and you too.

 

[l4dyj8]

Sometimes it's a hit and miss. Once when trying to book a package (the website was acting up) I called. The first CM was straight by the book. Cordial but not over ally friendly. But pretty much just stuck with the "all booked up" story. (My problem was that it was available but checking out, it wasn't).

So I just said thank you and hung up. Redialed and got someone else. This new rep was extremely helpful and made more of an effort to investigate the issue.

 

[imajinable]

Spoke with a CM again this morning and although she was very nice and very helpful still no 'have a magical day' :/