Disney's "NEW" Computer System and ressies...

[amymouse]

I can understand the frustration. I'm not to the point of frustration, yet. I'm just hanging out in the amused category.

I have two separate ressies for my Sept trip because I booked my sister under the FTP and I booked room only for myself since I have an AP.

My sister's ressie is under her name but has my address since I'll be paying for it. But I booked her room BEFORE I booked my own. So EVERY time I called CRO to see if the AP rates were out yet (I know, I know) the CMs would call me by my sister's name. I let my sister know that I was thoroughly disgruntled that my "status" at Disney was being usurped by her. To add insult to injury, a few days ago I got a post card inviting my sister (who has NEVER been to WDW) to take part in a survey. She will pay dearly for this.

 

[IrishAngel]

Just a small comment. I agree that the amount of info required to check availability is ridiculus (sp?). However, once the party has checked in Disney needs to know who will be in what room. I think it's a basic security issue. For example someone loses a child at a resort, child doesn't know room number. If the childs name isn't in the system, until someone contacts the desk, they can't reunite child with family. Not the best example i know, anyone missing a child is going to contact the desk immediately, but you get the gist of what i'm saying.

 

[MermaidsMom]

Yes, Disney needs to know who is in the rooms. But that is info they can get at check-in. Not before they even know if my dates are available!

 

[claudia]

Just got through reading all of your posts.....I thought it was so strange when I called Disney to modify a reservation that I already had and went through the scenario most of you have described. When they were finally comfirming the changes....45 minutes into the conversation, their final question was "what is your sons middle initial/"...since he is an adult, I answered....but commented to her that I thought it was strange to ask that....no comment back, no explanation, she just went on to read the changes back to me....really weird!!!!

 

[Madi100]

I have no problems with the questions they've been asking me. If they want to know the ages of my children and their names I can understand. I also don't have a problem with them wanting to know the names of everyone else in my party. Yes, that information could be taken at the time of check-in. However, then we'd be complaining that check-in was taking so long. My big problem is the amount of DEAD time on the phone. I called to change my reservation the other day to a different resort, and it took over 45 minutes. Then he asked if he could call me back. I waited for another 45 minutes and gave up. He didn't have to get anymore information from me, just switch the resort. The whole time he was "come on computer". So, that was very frustrating.

My only problem with the names and such, is that I take the time to spell my name, my parents last name, the age of my children, etc. When I got my reservation, my name was spelled two different ways. My parents are going along, and they both have the same last name, but it was spelled two different ways. When I first made my reservation, they left one of our party off. I called to add them, and when I got the revision, they had changed the age of one of my children. So, as important as this information is to them, it must not be THAT important.

 

[matcoland]

I agree....what's the big deal, so they ask a few extra questions on the phone...better at that time than check in!

Also, most of it will be to customize your vacation better...and some is to track you, how often you visit, size of your party, ages, etc.

Who cares really. Most of the stuff makes sense...address, names, phone, email, etc. All stuff you would need to make a purchase like that anyhow...and other stuff may be for tracking or security or personaliztion. So what....no big deal.

It sucks you spend 2 hours on the phone but if you are the one who handles the reservation for 14 people then 2 hours isn't bad....if 14 people is 7 couples then those 7 couples would have each spent 15-30 minutes on the phone, so one person handling 14 people in 2 hours isn't so bad.

And it makes sense the system isn't geared towards the guy who plans the vacations for 14 people....because of those people who try and hold more reservations than they use.

Everybody collects info these days....shop at your local grocery store and use the "super saver" card and they are tracking you....have cable or satelite...they are tracking you (not what you watch, but PPV purchases, etc)....own a TiVo? Then they are REALLY watching you! Fly on a plane and they probably know what kind of under wear you have on. Swipe a credit card anywhere and you are being tracked in some form.

Welcome to the year 2003.

 

[StrwLady]

I understand why CRO ask the questions they do. I'm sure a lot has to do with demographics. But they should have some set up that would cover situations like the Jiminyfan. I imagine many make reservations for friends and family. Not only because one person might be more Disney Savey but also since it’s a LD call and people don't always have free time to do it.

Jiminyfan I'm sorry you had the trouble you did. I bet you were grilled in the manner you were based on the CRO agent you got. Some agents are just down right nasty. Some know less about reservations and the hotels then I do. I always shiver when I know I have one of those on the line.

What bugs me about CRO is they ask you to enter you confirmation number when going through the automated system. Then when someone finally comes on the line they ask a bunch of questions and have to search for your reservations. I understand a few questions. Of course they are trying to confirm that you are the actual person who that reservation belongs to. But when they have to search for the reservation or ask for your confirmation number again that makes me nuts. I've stopped entering in the reservation number if it's not gonna make them access my reservation faster why waste my time keying it in,

I wonder if assigning an account number and maybe a security word to repeat customers would help. That way when you call you give your account number and security word and poof all the information they need is there. And notes could be made based on that person. For instance mine could say "AP holder, Asthma needs non smoking room" or Jiminyfan's could say "Makes reservations for friends and family"

 

[claudia]

I agree....what's the big deal, so they ask a few extra questions on the phone...better at that time than check in!

We have been living in a "Big Brother" society for longer than any of us knows......I think we all know it, even if we have a hard time accepting it......
I think what people are trying to say is a big deal is that what was a 5 minute conversation 2 months ago (and has always been a 5 minute conversation since I have been making ressies with them since 1971), has turned into a 1 hour conversation now. No matter what airline, hotel, mail order, etc you call....it does not take one hour to place an order, if it did I don't think anyone would still be in business. Why should we be willing to accept such poor service from Disney??
As far as the names, ages and addresses....that has always been policy....middle initial??? it's getting a little freaky here!! I didn't mind the phone call since I use the Disney Club 800#...once that is gone I will not want to be paying for a 1 hour call to make a reservation.

 

[missypie]

I still haven't found a good time for our WDW trip (DLP is next) so I haven't yet had the "pleasure" of speaking with the folks at the CRO. But am I reading correctly that if you just call to ask "How much are rooms at the GF the week of X and are rooms available?" they won't answer your question before they take down loads of info?

 

[MermaidsMom]

"Everybody collects info these days....shop at your local grocery store and use the "super saver" card and they are tracking you....have cable or satelite...they are tracking you (not what you watch, but PPV purchases, etc)....own a TiVo? Then they are REALLY watching you! Fly on a plane and they probably know what kind of under wear you have on. Swipe a credit card anywhere and you are being tracked in some form. "[B/]


Granted, however when you use your grocery card/credit card etc. you don't need to reapply with each use. Once they have your info you're done. I'll bet if we stood at the grocery store entering all of our info every day they wouldn't be in business long. Especially if they started asking about our relatives and seeming confused because they bought their groceries this morning!

 

[matcoland]

Well, I did it online which was perfect.....but if they don't allow codes to be entered online that sucks.

On the other hand, why not use a travel agent then? My sister used one (online even...one of the popular ones you read about around here) and had no problems at all.

Any time she has a question or reqest she emails the TA and they take care of it...PS, questions, add ons, etc. So if you have a complicated reservation use an agent and avoid the long calls and let the agent work.

My sister paid the exact amount I paid for doing it online so it isn't like the price is any more.

Good point on the repeat customers...of course if you do it online you can log back in with your email/pass and make another reservation without entering info again (except billing info of course). Works great.

 

[pointandshoot]

Not sure if this is still true, but back in Feb., I talked to a CM who mentioned that they juggle 4 different systems in making a reservation. The had a customer application, dinner reservation system, hotel reservation system, and a travel agency system. With that many places to store your family profile, you are going to get duplicate information and repeat questions.

That said, retaining customer information is in the benefit of Disney and you. For Disney they can figure out what products to offer you. For you, you may be able to get customized discounts and easier completion of transactions. With the multiple systems, the customer benefit may not be happening. I too get tired of responding to the same questions after my fourth trip this year. I am just glad the nights and weekend calls are free on my cell phone

Chuck

 

[AirForceRocks]

I understand why CRO ask the questions they do. I'm sure a lot has to do with demographics. But they should have some set up that would cover situations like the Jiminyfan. I imagine many make reservations for friends and family. Not only because one person might be more Disney Savey but also since it’s a LD call and people don't always have free time to do it.

I personally have no problem with them asking whatever they want to, once I book the room. But I can't see any reason whatsoever for asking all of these questions simply to see if a room is available.

 

[ILOVEDVC]

Love all the responses. However, I still believe, and find it completely unnecessary, to have to give all of this information WHEN YOU ARE JUST CHECKING AVAILABILITY. I have no problem giving the information necessary to complete the reservation. And of course Dis needs the info when you check in. But to waste the amount of time one has to waste to see if a room is available is ludicrous. Dis is the only organization that handles reservations in this manner.

 

[videogal1]

Gosh, after reading all the posts about the Disney inquisition I'll count myself lucky.....The day before all the AP rates popped out I had to call the Mouse and cancel a ressie that I had completed online without meaning to...all I wanted to do is see if the dates were available and three days later I get a note in the mail that Disney had registered my reservation and all I needed to do to confirm it was send $$$$. OOPS! So I called Disney to cancel the foolishness (I got a teacher rate through AAA for the dates I wanted). During the process I waited on hold five minutes or so, then was told by a CM that a computer-generated reservation couldn't be cancelled over the phone...It needed to be done on-line. Hmmm. I checked on-line...Nope, called the mouse back and, after another wait, got a CM who was in the process of telling me that I most certainly could cancel the ressie over the phone, when my cat walked across the FAX machine and hung up on us. EEEK! What to do? I was about to just forget the whole thing and let the ressie ride until the deadline for the payment cancelled it when the phone rang...It was the CM calling back to complete the cancellation process...His dime!