The CMs at
DCL work very hard, have up to date information on thier computers and represent DCL. It's very very sad when an Internet forum, doesn't believe what they are saying and question their information and professionalism.
When I first read this, I thought it might have been meant as a joke, but apparently not. Anyone that's dealt with people in a call center (which would be virtually 100% of the consumer public) should have figured out by now that not all call center agents have access to all relevant information. Sometimes, they are wrong. There is a wide variance between agents in their personal ability to get an accurate complete picture based on the limited and often delayed information they are provided. Also, it's been my experience that the more sure and immediate the response from a call center agent is about an unusual issue, the LESS likely it is to be correct. Some agents just make up stuff in order to respond to a caller, and others think they are giving out correct information when they are not. Although they are measured on the ability to get the caller's issue resolved on the first call, most experienced agents over time develop a "sixth sense" as to when they can make an educated guess, and when they should really say "I don't know" or "I'm not sure." The problem with those answers is that they often generate a response from the caller of "Well, how do I find out for sure?" and sometimes there is simply no good answer to that question. Regarding this post, do you really expect every single DCL telephone agent to have 100% correct and up-to-date information about a potential change to the baggage policy at one particular non-Disney hotel?
Regarding DCL specifically, when compared to other companies and even to other parts of Disney, it's been my experience that there's a DCL corporate culture of making the customer feel good about the interaction, and less emphasis on actually getting the correct information or solving the underlying problem. For example, if you have a service issue on board and complain about it, the reaction is likely to have little relevance to what actually happened, and be entirely focused on making you happy, or at least not have lingering anger. Given the same situation at WDW, the reaction is more likely to be based on the actual merits of what you're complaining about - if your complaint is valid, you get taken care of. If not, then there's pushback.
The reason this distinction is valid is what happens behind the scenes. I'm a frequent Disney guest, in the parks, resorts, and DCL, and I almost never have an issue that's worth mentioning to anyone. But in the rare instance where it does happen, my DCL experience is that they're all about paving over the issue, with little regard to finding out what actually happened or using it to provide feedback to someone in charge that might actually prevent it from happening again going forward. At one of the Disney resorts, they seem more apt to look at what happened: if you're being unreasonable, they'll push back, but if your issue is bona fide, then not only do they take care of you, but there seems to be a genuine interest in getting to the bottom of it so that they can follow up later and hopefully prevent it from happening again to another guest.
