Is Anyone getting through to DCL on phone !

[Love2Cruise2015]

I have been on hold for over 2 1/2 hrs and each time an agents voice comes on it keeps telling me longer and longer wait times......I really wish they would add a call back feature as this is ridiculous....

UPDATE: I spend from 2:45pm to 9:10pm on hold. I spoke with a very helpful CM from 9:10pm-:10:20pm to change my cruise to another date. I was very happy that the cast member and customer service team were very helpful and even stayed on past their shift of 10pm just to help me.

 

[tinksdreamwishes]

We were on hold the wait time was 5 hours hung up after an hour. Our cruise is the end of April and I booked a Spa treatment and have been trying to cancel it. Online the cancel is grayed out and won’t let me. Any suggestions?

 

[ironz]

5 hours and 22 minutes of holding. No answer. Had to hang up to get other things done. Was calling to try to drop a cruise before cancellation penalty and rebook VGT and save $800. Not happy with the troubles people are having trying to do what should be relatively simple transactions but people just can't get through. I hope any of the other people with the 'cancel by March 30' deadline and need to flat out cancel can get through.

@tinksdreamwishes you can try to call early when the phone lines open or see if the chat button ever gets activated on the website? I'm not sure what the cancellation policy is for a spa treatment, but I assume you have a bit more time to make that transaction.

 

[AquaDame]

Its a fair point... with waits too long to be reasonable, no call back option, and there being deadlines to cancel or forfeit, this is really getting obscene.

 

[FWRR3]

Yesterday called at 10:51am and got agent around 2:45pm, after I was about to "Let It Go"!

 

[Doingitagain]

I emailed a simple request to add someone to Royal Tea (same table) using their Contact Us on the website and they handled it, with the comment that they Pixie Dusted us because they normally don’t do this via email. It was very nice!

It took a couple days for a response. If I needed to cancel in the next day I would definiteply email so you have it on record.

 

[FightingIrishman]

Woohoo! I got through. Called at 11 AM EDT today and 9 hours and 45 minutes later, I talked to a cast member.

 

[holula]

We were on hold the wait time was 5 hours hung up after an hour. Our cruise is the end of April and I booked a Spa treatment and have been trying to cancel it. Online the cancel is grayed out and won’t let me. Any suggestions?

Unless your spa treatment is the day you get on board just go to GS when you board and explain the situation. I had to do that for a tasting session which wouldn’t let me cancel online.

 

[mousefan73]

People should sue if they can’t cancel in time due to wait times and are charged penalties . But 9hrs on hold to cancel is crazy.


IMO Disney is causing this issue themselves. Ex in my next cruise people are reporting their staterooms have changed. Ones they booked a year ago. So they want to call and inquire. Maybe if DCL sent an email explaining why , people wouldn’t call

 

[n2mm]

It’s crazy. Yes, there are things going on that dcl could easily resolve if they were tranparent. My TA sent her clients a message about luggage tags this week. Seems with the glitch luggage tags are not getting shipped out in time and some are going to the wrong address. She let everyone know not to worry as they can get them at the port. Her message to her folks will keep her folks off the phones because, like me, they share that info With other cruisers.

 

[Doingitagain]

People should sue if they can’t cancel in time due to wait times and are charged penalties . But 9hrs on hold to cancel is crazy.


IMO Disney is causing this issue themselves. Ex in my next cruise people are reporting their staterooms have changed. Ones they booked a year ago. So they want to call and inquire. Maybe if DCL sent an email explaining why , people wouldn’t call

I agree. But I think that they might be concerned that they would flag it for others who wouldn’t otherwise be concerned. I think switching staterooms (other than for guarantee) is a big deal. Many of us plan stateroom location for differing reasons.

 

[Jaycen1801]

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

You a follow-up on this - I went ahead and called and endured the wait our of an abundance of caution.
Glad I did as they told me "Oh - there is an issue with your reservation." Another hour on hold and then informed it was fixed followed by a flood of confirmation emails. Yeeesh.

 

[Sarahslay]

You a follow-up on this - I went ahead and called and endured the wait our of an abundance of caution.
Glad I did as they told me "Oh - there is an issue with your reservation." Another hour on hold and then informed it was fixed followed by a flood of confirmation emails. Yeeesh.

Did you ever find out what the error was though? Most of us on that cruise (I'm assuming you're on the Fantasy leaving on Saturday like I am based on when you posted on Saturday) got the online check-in email. I got the email as well, and then on Monday got the email saying that everything was approved and we're good to go.

 

[MomOTwins]

I agree. But I think that they might be concerned that they would flag it for others who wouldn’t otherwise be concerned. I think switching staterooms (other than for guarantee) is a big deal. Many of us plan stateroom location for differing reasons.

I agree, it I paid for a stateroom and they needed to switch it, eg needing rooms for quarantine, the least they can do is call to explain and offer alternatives.

 

[boaownsme]

This is my 2nd day of trying to get though. When I started over 2 hours ago, it said the wait was 131 minutes. I just heard an update that it's now 330 minutes. Does anyone know WHY it's taking long? (sorry if this was answered already and I missed it.) Is it the phone system, staffing issues, all of the above? I sent an email with my questions. To whoever posted earlier that they waited over 9 HOURS to speak to someone, you have my respect - because I'm going bonkers over here!!!

"Thank you for continuing to wait. One of our agents will be with you shortly"....I keep hearing that, but.....LIES, IT'S ALL LIES!

 

[MomOTwins]

This is my 2nd day of trying to get though. When I started over 2 hours ago, it said the wait was 131 minutes. I just heard an update that it's now 330 minutes. Does anyone know WHY it's taking long? (sorry if this was answered already and I missed it.) Is it the phone system, staffing issues, all of the above? I sent an email with my questions. To whoever posted earlier that they waited over 9 HOURS to speak to someone, you have my respect - because I'm going bonkers over here!!!

"Thank you for continuing to wait. One of our agents will be with you shortly"....I keep hearing that, but.....LIES, IT'S ALL LIES!

It is mostly the fact that they ”upgraded” to a new reservation system and it did not go well. People are only realizing it is a problem when they go to check in and can’t because of issues with their reservation, or try to cancel an activity and can’t, or find their transfers are missing (all three things happened to me for example). At least some of it is also because DCL offered a cancellation penalty amnesty on all Vancouver sailings if you call before March 31st. Even though most Vancouver sailings are not yet PIF, a lot of people are still “in penalty” because they are concierge, or rebooked from a prior cruise that was in penalty under the Covid policy so getting a full refund is a big deal in those cases.

 

[DisneyCowgirl]

...

 

[Jaycen1801]

Did you ever find out what the error was though? Most of us on that cruise (I'm assuming you're on the Fantasy leaving on Saturday like I am based on when you posted on Saturday) got the online check-in email. I got the email as well, and then on Monday got the email saying that everything was approved and we're good to go.

Nope - never got clarity on exactly what the issue was. Just that per the CM that answered that it was an actual issue with the check-in process that they had to sort out. Not sure if was maybe a wider issue that they ended up correcting or what.

 

[boaownsme]

It is mostly the fact that they ”upgraded” to a new reservation system and it did not go well. People are only realizing it is a problem when they go to check in and can’t because of issues with their reservation, or try to cancel an activity and can’t, or find their transfers are missing (all three things happened to me for example). At least some of it is also because DCL offered a cancellation penalty amnesty on all Vancouver sailings if you call before March 31st. Even though most Vancouver sailings are not yet PIF, a lot of people are still “in penalty” because they are concierge, or rebooked from a prior cruise that was in penalty under the Covid policy so getting a full refund is a big deal in those cases.

It took me 5 1/2 hours, but I finally got through. Ended up speaking with a very kind cast member. It was such a relief to reach someone. I asked about the phone issues, and the CM said that she thought it was a combination of the phone/reservation system upgrade, and just being busy. Whatever the reason, I feel relieved. She said she thought the hold times were improving. I hope everyone waiting gets through soon!

 

[KevinFL]

Have been trying to apply our cancelled Wish sailing reservation to a new sailing for over a week now all the while at risk of someone else taking the cabin we want. Have not been able to get through to Disney; yesterday they had a message that they were busy and to try again later. Also tried Costco Travel daily and receive the 'we are busy call back another time message'.