Is Anyone getting through to DCL on phone !

[MomOTwins]

Or apologetic for the mess (that I know they didn't create)?

This. They know it’s been awful (for us and for them) and they are open about it.

There's a different number to call for those on the Disney wonder sailings that have to cancel by March 30. I saw that in my email that it was a different number from the main DCL. I'm still on the fence with that cruise, I have a member in the party that is now concerned with the new variant. So I'm gonna wait a little bit closer for deciding.

It just merges with the regular phone tree and queue though. I waited over five hours on it on Friday.

 

[Luckymommyx2]

I’m equally as frustrated with DCL at this point. I booked my cruises online and previously been able to cancel online. Now that option has gone away. I read my confirmation that I can cancel in writing or over the phone. I sent 3 emails last week with only 1 reply and the rep said she could offer me options to move my reservation but I have to call to cancel! I called once with a 219 min wait so I hung up. Next time I called I couldn’t even get through. I finally called yet again first thing this morning and after listening to 5 mins of Covid info I ended up with a 179 min wait. No thanks. I’m more determined to cancel both of my cruises now more than ever. I’m just so disappointed with Disney and needed to vent.

 

[thyunker]

Called exactly at 8am this morning to change cruise date (school calendar change ). I was initially quoted a 12 minute wait, but that was changed to a 391 minute wait after I had already been on hold 90 minutes. Still holding headed to my son’s swim lesson, dentist appointment, and then parent teacher conference … I feel completely ridiculous

update at 2hours 33 minutes, my new estimated wait time is 605 minutes. What is going on

update at 5 hours, estimated wait time now 305 minutes

final update 5 hours 36 minutes, phone rang to an agent. She was lovely and had my change made in 20 minutes.

total time on phone 5 hours 55minutes, which is insanity

 

[MomOTwins]

I’m equally as frustrated with DCL at this point. I booked my cruises online and previously been able to cancel online. Now that option has gone away. I read my confirmation that I can cancel in writing or over the phone. I sent 3 emails last week with only 1 reply and the rep said she could offer me options to move my reservation but I have to call to cancel! I called once with a 219 min wait so I hung up. Next time I called I couldn’t even get through. I finally called yet again first thing this morning and after listening to 5 mins of Covid info I ended up with a 179 min wait. No thanks. I’m more determined to cancel both of my cruises now more than ever. I’m just so disappointed with Disney and needed to vent.

Don’t press 1 to say you are calling about cruises on the Dream Fantasy Magic or Wonder. I know it makes no sense, but if you don’t do anything it bypasses that whole Covid thing and goes straight to the phone tree.

 

[Giraffe Lounge]

I thought when I got a 660 minute wait on Thursday that was about as bad as it could get. I can't believe there is even longer. I need to cancel my Northern Europe cruise because I'm pretty sure most of it or none of it is going to happen anyway. I don't know how I'm going to be able to do it with waits that long. Crossing my fingers for luck tomorrow morning.

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

 

[jujubiee4]

At first I thought everyone was having this problem but I just called Princess yesterday and this
morning and got through after 10-15 mins.

I wonder if it is their new system? I know they are short staffed but a couple weeks ago I got through
a few times after waiting 30-45 mins. Now 3-4 hour holds? Absurd.

 

[minniebeth]

I'm glad I found this thread so I knew what to expect when calling.
We just booked and I can't even get to a booking activities page online (get "we're working on it" page). (We are within the booking window~)
When I finally was able to actually get through without being disconnected on the call, I was quoted 659 minutes. (Funny, not funny!) It actually ended up being 200. (3 hr. 20 mins.)
I had to call sometime, as we have food allergies to add, and I had off today, so I figured I might as well get it over with.
Ugh. Such a waste of time. And, apparently couldn't even look to book activities that I can't even get to online.
The whole thing is just completely unacceptable.

 

[Cheburashka]

I called around 6pm CST this evening, chose option 3 for booking a new cruise, and had only a 12 minute wait for an agent to come onto the phone (was quoted 40 minutes). The call was eventually dropped due to a bad connection, though.

 

[Doingitagain]

I called around 6pm CST this evening, chose option 3 for booking a new cruise, and had only a 12 minute wait for an agent to come onto the phone (was quoted 40 minutes). The call was eventually dropped due to a bad connection, though.

Were you calling for a new cruise?

 

[Cheburashka]

Were you calling for a new cruise?

I was calling to book a new cruise using a placeholder. I used the "book a cruise" option on the phone line.

 

[DCLMP]

I called Royal today and had a 45-minute wait. I don't think I could do two or three hours. Even with my phone on speaker and doing other things it stresses me out. I need to do something with my DCL cruise before June I hope it improves.

 

[Sakura1017]

I called around 6pm CST this evening, chose option 3 for booking a new cruise, and had only a 12 minute wait for an agent to come onto the phone (was quoted 40 minutes). The call was eventually dropped due to a bad connection, though.

Lol see how eager they are to take our money that the wait time is manageable. Yet, once they have our money with a reservation number it's hours. They better extend the March 30th deadline if hold times continue to be over a few hours.

 

[Doingitagain]

I emailed DCL about the confusing language of having to cancel by March 30 even though my 60 day PIF date isn’t until a month later. I got a response back in 15 minutes saying that I had to contact my travel agent to get an answer. I used Costco for this cruise, and their phone message for days has said they are too busy and to call back later.

Has anyone gotten an answer?

And yes, I am set up with a Dreams Unlimited agent for my next cruise!

 

[Dug720]

I emailed DCL about the confusing language of having to cancel by March 30 even though my 60 day PIF date isn’t until a month later. I got a response back in 15 minutes saying that I had to contact my travel agent to get an answer. I used Costco for this cruise, and their phone message for days has said they are too busy and to call back later.

Has anyone gotten an answer?

And yes, I am set up with a Dreams Unlimited agent for my next cruise!

Unfortunately when you use any kind of agent - an actual agent from a small business or someone claiming to be an "agent" from a big box store - anything to do with paying on/cancelling/changing the reservation has to go through them.

 

[Luckymommyx2]

I called at 7:59, had 4 mins of prompts and announcements, to be told I had a 25 min hold. An hour and sixteen minutes later I got an updated wait time of over 200 minutes!!! How does this happen?! I’m so upset I could spit nails. That’s a is totally unacceptable! What do I do- continue to hold and hope that it’s not really that long or just give up for today. UGH

 

[minniebeth]

I called at 7:59, had 4 mins of prompts and announcements, to be told I had a 25 min hold. An hour and sixteen minutes later I got an updated wait time of over 200 minutes!!! How does this happen?! I’m so upset I could spit nails. That’s a is totally unacceptable! What do I do- continue to hold and hope that it’s not really that long or just give up for today. UGH

I would hold on if you can~ My actual wait time was 1/3 of what was quoted. Best wishes! I know how frustrating it is!

 

[Doingitagain]

I would hold on if you can~ My actual wait time was 1/3 of what was quoted. Best wishes! I know how frustrating it is!

I think people may be calling on multiple lines in case one gets cut off. Then when they are helped, multiple slots are released when they are done.

 

[MomOTwins]

I would hold on if you can~ My actual wait time was 1/3 of what was quoted. Best wishes! I know how frustrating it is!

People give up too because they get a phone call they have to answer or need to make a call. I know I gave up twice this week.

 

[Doingitagain]

I emailed DCL about the confusing language of having to cancel by March 30 even though my 60 day PIF date isn’t until a month later. I got a response back in 15 minutes saying that I had to contact my travel agent to get an answer. I used Costco for this cruise, and their phone message for days has said they are too busy and to call back later.

Has anyone gotten an answer?

And yes, I am set up with a Dreams Unlimited agent for my next cruise!

I got through to Costco right when they opened (which is 7 am Pacific time, that's another issue). I ended up forwarding them all my emails from DCL and the one they sent themselves last night just copying in DCL's language. My concern is that they backed away from the PIF date of 60 days prior and are making me cancel by March 30 in order to get a refund. He is going to hold for DCL to get it clarified...I will post when I find out what they say.

 

[Doingitagain]

I got through to Costco right when they opened (which is 7 am Pacific time, that's another issue). I ended up forwarding them all my emails from DCL and the one they sent themselves last night just copying in DCL's language. My concern is that they backed away from the PIF date of 60 days prior and are making me cancel by March 30 in order to get a refund. He is going to hold for DCL to get it clarified...I will post when I find out what they say.

He was told a 191 minute wait, but got through in 15 minutes. He confirmed with Disney that if we have a later PIF date than March 30, we could still cancel at that later date for a full refund. Finally!