Is Anyone getting through to DCL on phone !

[disneyfaninaz]

Also on the phone since 9:00 am. I am having the same experience. I am trying to cancel our cruise as well. Starting to think I should just put a dispute in with the credit card company.

I"m just glad I started trying today. We have until March 30th to cancel without penalty.

 

[dwg]

We are in a penalty period now but we did take the insurance so we should be ok. When I first started calling we were not in a penalty period but I am not hopeful that they would wave the penalty. Probably not a big deal as long as insurance covers the balance.

 

[DCLMP]

I waited on hold for three hours and got dropped. I called back at 6 pm pst and pushed option 3 to book a new cruise and a cm picked up in less than 5 minutes. I think she was a little surprised I already had a cruise booked, but she was very nice and moved my cruise for me.

 

[Jaycen1801]

Sailing one week from today - got an email from DCL saying i had yet to do my on-line check-in. I have, but photos are still pending approval. No chat avail on website - been on hold for 2.5+ hours (original estimate was 75 minutes, changed to 385 minutes!).
I'm 99% this is one of those website gremlins - but yeeesh, Disney - come on.

 

[MomOTwins]

Sailing one week from today - got an email from DCL saying i had yet to do my on-line check-in. I have, but photos are still pending approval. No chat avail on website - been on hold for 2.5+ hours (original estimate was 75 minutes, changed to 385 minutes!).
I'm 99% this is one of those website gremlins - but yeeesh, Disney - come on.

You should just ignore it, not worth calling for something like that!

 

[dwg]

I waited on hold for three hours and got dropped. I called back at 6 pm pst and pushed option 3 to book a new cruise and a cm picked up in less than 5 minutes. I think she was a little surprised I already had a cruise booked, but she was very nice and moved my cruise for me.

Thank you so much for that information. I just tried it using a different phone and got through immediately and was able to cancel our trip. There is definitely something wrong with how they are operating their system. I am sure I would have gotten dropped at some point otherwise.

 

[cmarsh31]

I called at exactly 9 AM EDT this morning and had a 42 minute wait time. Now 1 hour and 20 minutes later I now have a 442 minute wait!

Trying to cancel our Vancouver - Hawaii cruise.

You know you've been on hold a long time when the music recycles!

Exactly the same... had to hang up after an hour and a half bc I promised my daughter I'd take her out to lunch. Why is it so hard to cancel a cruise?

 

[DCLMP]

Thank you so much for that information. I just tried it using a different phone and got through immediately and was able to cancel our trip. There is definitely something wrong with how they are operating their system. I am sure I would have gotten dropped at some point otherwise.

Apparently, they have people sitting around waiting to book a cruise. People don't call to book they can do that online.

 

[DCLMP]

Sailing one week from today - got an email from DCL saying i had yet to do my on-line check-in. I have, but photos are still pending approval. No chat avail on website - been on hold for 2.5+ hours (original estimate was 75 minutes, changed to 385 minutes!).
I'm 99% this is one of those website gremlins - but yeeesh, Disney - come on.

I wouldn't wait on hold for that. Did you get your port arrival time with your QR code when you checked in?

 

[disneyfaninaz]

4 hours on hold and I finally got through to a very nice and pleasant agent. She was very apologetic about the wait, even though its not her fault at all.

 

[tlprice]

why do you think the Northern Europe cruise won’t be happening?

I'm on the 11 night Northern Europe cruise and it is mostly going to countries that are possibly being dragged into or already involved in the whole Russia mess. The Russian port was already cancelled, which was a big draw for the cruise to begin with. It was an expensive cruise and I'm also not willing to pay that kind of money to just sit on the ship going in circles to nowhere.

 

[mousefan73]

Has anyone figured out what the issues are there causing all this? Understaffed cannot be a reasaon.. I assume they were just as understaffed last year where it wasnt this bad. Here is my assumption.. Many are calling for reason, nobody called in for before.. ex. my .02 balance that popped up TWICE! I recall the CM putting me on hold, so it seems some simple things require some override or assistance internally. People have been reporting being PIF and not able to check- in.. technical IT things like this. I believe were never an issue and now are.

 

[n2mm]

In one of my groups leaving soon, everyone’s Palo brunch reservations changed to a different day, which is not a sea day. No one can get it sorted out. Is it a glitch? Most have excursions so can’t do it. They just can’t get through to find out what they should do.

 

[lwilliam]

Called at 8 am, cast member will be with you shortly…3 hours later gave us a wait time, 338 minutes…my husband couldn’t listen to Let it Go one more time…why are people even booking Disney with customer service like this

 

[MomOTwins]

Called at 8 am, cast member will be with you shortly…3 hours later gave us a wait time, 338 minutes…my husband couldn’t listen to Let it Go one more time…why are people even booking Disney with customer service like this

To be fair, their on ship customer service has always been great, but at home not so much. I just happen to care more about the former.

 

[Snowwhyt]

Today I went through castaway phone line and after internet recommendation comments and then giving Spanish/English answers then travel agent/not TA answers then Covid/Tech/New reservations answers I got a busy sign then they just hung up!

 

[chrisrunty]

Still an issue. I was on hold 3 hours today then it clicked to "survey" then hung up on me. When I called back I got the message they were not accepting calls right now. Super frustrating for a long time platinum cruiser (over 22 years!) trying to cancel 3 cruises for the last 16 days.

 

[brochad1611]

Over 5 hours yesterday to cancel a cruise because a VGT opened up and you can't modify an existing reservation to a special rate online. Phone initially said 22 minute wait Very nice CM who took care of me in under 5 minutes after answering. Long...long time to get them, but it was worth it!

 

[ironz]

It's ridiculous. At 11:47 a.m. central time, my wait was predicted at 114 minutes. At 1:00 p.m., the wait was predicted at 126 minutes. At 2:14 p.m., the wait was predicted 175 minutes. At 3:27 p.m., the wait time is predicted at 405 minutes.
I feel bad for the CMs, but this is completely unreasonable.

 

[DisneyCowgirl]

Called at 8 am, cast member will be with you shortly…3 hours later gave us a wait time, 338 minutes…my husband couldn’t listen to Let it Go one more time…why are people even booking Disney with customer service like this

I will only book through Dreams now so they have to wait for me. But I have this one last cruise that I booked myself, and I need to move it. Ugh.