Is Anyone getting through to DCL on phone !

[Gatorgirl33]

On hold for 5 hours 55 min and counting. Glad I found this forum. It’s so frustrating because I’m at work but can’t get anything done with the distracting music. Also, the whole experience is just so frustrating that I can’t focus on anything else. I feel like I’m being held hostage! Tried calling on another line and they’re not even taking calls now. This relates to my first ever Disney cruise that I just booked but I’m pretty much soured on the whole thing at this point.

 

[JimJoonie]

I just got through after being on hold an hour. That was AFTER being on hold with Hawaiian
Airlines for hour and a half. Think there are staff shortages most places.

It’s definitely not just DCL. It’s everywhere. I’ve trying to get through to Costco Travel for a week now right at the start of operating hours. But all I get is an automated message saying that they can’t take my call and to try again at another time. It’s like the universe doesn’t want me to go on trips.

 

[JimJoonie]

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'.

I just posted a similar note!!! It’s crazy!

 

[KevinFL]

I have never seen the wheels come off a large company this extreme. 5+ hour hold times or more of what I have been seeing where they completely stop taking calls for over a week. They were able to operate for all these years just fine and now not even a 3rd world customer service level. Something bad must have happened internally; someone or a group within really messed something up.

 

[DisneYE]

Reading this thread is beyond infuriating.
Disney, one of the largest, richest corporations in the world struggling with something as simple as a phone system.. it gives me second hand embarrassment.

This could easily be alleviated by hiring 5-10 more employees... I'm guessing they earn what 12-$15/hr?
That's $60-$150/hr ... they can't afford that?!! how bleeping ridiculous.
This level of penny pinching at Disney is truly a sight to behold.

Between this ridiculousness, the exploitation of their employees, their overpriced parks, cruises and their new woke insanity, it looks like 2022 is the year we'll stop giving any more of our money to the mouse.

 

[DCLMP]

Reading this thread is beyond infuriating.
Disney, one of the largest, richest corporations in the world struggling with something as simple as a phone system.. it gives me second hand embarrassment.

This could easily be alleviated by hiring 5-10 more employees... I'm guessing they earn what 12-$15/hr?
That's $60-$150/hr ... they can't afford that?!! how bleeping ridiculous.
This level of penny pinching at Disney is truly a sight to behold.

Between this ridiculousness, the exploitation of their employees, their overpriced parks, cruises and their new woke insanity, it looks like 2022 is the year we'll stop giving any more of our money to the mouse.

I would not be giving money to Disney this year except one we have park tickets we need to use and two this is my son's last year in the teen club and he wants his last teen cruise to be on Disney. I'm actually dreading our WDW trip. From what I'm reading on the theme park boards it just sounds awful.
I'm very worried about the economy in 2023, but there is one silver lining I won't have to worry about coming up with the money for a Disney vacation.... just food and gas LOL.

 

[DCLMP]

It’s definitely not just DCL. It’s everywhere. I’ve trying to get through to Costco Travel for a week now right at the start of operating hours. But all I get is an automated message saying that they can’t take my call and to try again at another time. It’s like the universe doesn’t want me to go on trips.

I've had no trouble getting through to RCCL I've called them a couple of times in the last two weeks.

 

[Sarahslay]

Reading this thread is beyond infuriating.
Disney, one of the largest, richest corporations in the world struggling with something as simple as a phone system.. it gives me second hand embarrassment.

This could easily be alleviated by hiring 5-10 more employees... I'm guessing they earn what 12-$15/hr?
That's $60-$150/hr ... they can't afford that?!! how bleeping ridiculous.
This level of penny pinching at Disney is truly a sight to behold.

Between this ridiculousness, the exploitation of their employees, their overpriced parks, cruises and their new woke insanity, it looks like 2022 is the year we'll stop giving any more of our money to the mouse.

I don’t think it’s that they can’t afford it, I think it’s finding people who want to do the job in the first place.

 

[DCLMP]

I don’t think it’s that they can’t afford it, I think it’s finding people who want to do the job in the first place.

Disney must be pretty awful to work for if that's the case.

 

[Sarahslay]

Disney must be pretty awful to work for if that's the case.

It’s just the way things are right now, has nothing to do with Disney or any other company and horrible or awesome they are. People are choosing not to go in to certain fields. Call centers, retail, food service, hospitality in general has been hard to find workers for, just how things are.

 

[Sleepyluke]

Disney must be pretty awful to work for if that's the case.

I don't think it is just Disney. Around here at least 7/10 places have now hiring signs. EVERY restaurant seems short staffed, and many other places can't get people to show up.

 

[brentm77]

I don't accept that it's just the way things are right now. Disney has close to $70 billion a year in revenue. And while I know each division has its own budget, the brand should matter enough to the company to spend appropriate resources to pay a wage that attracts enough employees to staff DCL phones. Delta went through a similar problem, and still has it to some extent, but it has improved significantly as it rushed to hire and train employees many months ago. At this point, the inability to meet basic expectations is nothing more than a lack of vision and willingness to spend sufficient resources by management. Walmart just offered my teen $17 to start there - you do what it takes if you have the money. Furthermore, the company should have invested appropriately to allow much of what you must call to do to be done online. It is extremely short sighted not do have done that by now.

Disney is slowly killing the huge value its brand offers, starting with the parks, but also flowing into DCL with this issue. I hate to be so negative, given my DCL cruises have been my favorite vacations ever, but the company lost our business at the parks this year, and could push us to other cruise lines soon too.

I have much more sympathy for small businesses than I ever will for Disney when it comes to this type of thing. We pay more to them because we expect more from them.

 

[DCLMP]

It’s just the way things are right now, has nothing to do with Disney or any other company and horrible or awesome they are. People are choosing not to go in to certain fields. Call centers, retail, food service, hospitality in general has been hard to find workers for, just how things are.

I called just now AA and waited 5 minutes, I called Chase last night and got right through, I called RCCL a few days ago and waited 10 minutes. Please don't tell me 8 hour hold times are normal. There is no place where that is normal.

 

[DisneyCowgirl]

I called just now AA and waited 5 minutes, I called Chase last night and got right through, I called RCCL a few days ago and waited 10 minutes. Please don't tell me 8 hour hold times are normal. There is no place where that is normal.

Absolutely agree. I regularly have to call the IRS and I've never had to wait that long. I certainly expect more from Disney than I do from the IRS.

 

[nancipants]

Furthermore, the company should have invested appropriately to allow much of what you must call to do to be done online. It is extremely short sighted not do have done that by now.

YES. What is it going to be like when the next round of cruises releases, and people are calling to use their placeholders?

Also, it's infuriating when I call and the message says "Did you know you can do this, this, and this on our website?" Why, yes! I did know that! I also know that I cannot do what I want to do on the website, hence me being on the phone!

 

[jkburns]

I just called. Told me my wait time was 860 minutes. I hung up. I was polite, but I hung up.

 

[mousefan73]

Guys it has nothing to do with the whole populist notion that “nobody wants to work anymore nowadays”. As many have posted this issue is not a problem with other companies or industries with call centers. An no CMs are not “scared to go back to work” because honestly most of them have been working from home anyways. I don’t know anything on the inside but based on what I have read and observed it seems to be that the latest IT upgrade turned into a poo storm. On my upcoming cruise people are commenting that things like their checked in status is suddenly disappearing Or like myself my PIF Cruise has twice gone back to not PIF status because of a few cents showing up. These are second level calls that normally don’t happen. When I called to take care of my two cent balance it took the CM about 20 minutes to figure that out. And she put me on hold to speak with a supervisor to try and figure out what was going on. Didn’t help the fact that I booked it in euros which kind of threw everyone in for a loop. I’m guessing Disney needs more manpower is on the IT side not on the customer service side.

And hiring new CMs is not gonna solve the problem because by time they train them let’s all hope that this problem is solved. I mean this literally happened like overnight after that upgrade. I went from being able to call them holding on average 25 to 30 minutes to having four hours show up. Because all of a sudden people were having to call in for issues that never existed before

Where Disney needs to be ashamed is their online booking systems. There’s no excuse, it’s not just DCL it’s also the other websites. They can develop something like magic bands and other processes but when it comes to the basics they fail

 

[DCLMP]

I just called. Told me my wait time was 860 minutes. I hung up. I was polite, but I hung up.

I applaud your self control.

 

[Doingitagain]

It’s definitely not just DCL. It’s everywhere. I’ve trying to get through to Costco Travel for a week now right at the start of operating hours. But all I get is an automated message saying that they can’t take my call and to try again at another time. It’s like the universe doesn’t want me to go on trips.

i have had the best luck calling Costco right at 7:00 am pacific time when they open (9:00 central and 10:00 Eastern). They can only take 50 calls on their system. I think DCL is causing them issues because Costco has to hang on hold with these DCL wait times.

 

[Snowwhyt]

I called just now AA and waited 5 minutes, I called Chase last night and got right through, I called RCCL a few days ago and waited 10 minutes. Please don't tell me 8 hour hold times are normal. There is no place where that is normal.

I called the wrong AA line then I was a 3 hours hold. The next day(yesterday) was a 5 hour hold just before midnight with a poor connection so I got disconnected after 5 minutes incomplete in my reservations. Left a call back number because I called right back saying I would get a call after 8 hours (so 8am) But they woke me at 5am and I scrambled out of bed because who knows if I would get a live person later!