Know any DCL "Bigwigs"?

[stephmarty]

I am writing to ask if any of you know who I should contact at DCL with a very aggravating problem. I will paste a couple paragraph's from my letter to the Disney Club below if you would like to know more about the problem I'm having. I feel strongly that I should bring this to DCL's attention as well, and I want to make sure it gets in the hands of the right person. Your suggestions are appreciated! (Still looking forward to my 5/11 cruise despite some disillusion w/Disney).

From my letter to the Disney Club:

"My dissatisfaction stems from a general sense of confusion on the part of both The Disney Club and Disney Cruise Line. This is a classic case of a company that is so big that your right hand doesn’t know what the left hand is doing. There is an overwhelming lack of understanding and meaningful communication between the different divisions at Disney, and it is causing headaches for those of us who have always been fans of the personalized service Disney once provided."

"In my particular instance, I was assured by The Disney Club that I was eligible for an onboard credit for our May 11, 2002 sailing on the Disney Magic. I joined the Club, then had my travel agent contact Disney Cruise Line to have the credit applied. The cruise line rejected this request, stating that they were no longer honoring the credit since our cruise was already nearly booked full. The impression I was left with was that DCL had done nicely with the May 11 booking and, therefore, felt no need to honor the promotion made by The Disney Club."

"My dissatisfaction continued when I contacted The Disney Club to cancel my membership. At first, the operator seemed very helpful and asked me to hold (for a very long time) while she spoke with a manager about my situation. She returned to the phone and took down all the facts of my case. She then requested that I keep my membership for a “couple days” while they looked into the situation with DCL. After nearly two weeks with no contact from The Disney Club, I called only to discover that no attempt had been made whatsoever to look into my case. This is when I spoke with Pat, who then had to speak with the daytime manager only to tell me I was out of luck."

 

[wovenwonder]

Here is a link to an email form for DCL -

http://disney.go.com/mail/disneycruiseline/index.html

Let us know how you make out -- I agree that it is VERY confusing.

 

[Buschfan]

Someone posted some e-mail addresses to some of the upper ranks awhile back. I used one e-mail address to share details of our horrible experience with their children's program. I received a quick response, unlike my previous e-mails and phone calls to Celebration where form letters were the norm. Still, never received any future credit or the compensation I eventually asked for through planetfeedback.com, as DCL seemed to careless after they had my money for my youngest son's fare. I also went to the Florida Attorney General's office for false advertising of their children's program. They couldn't help as they said it was a 'pricate dispute'. You will probably be wasting your time if you trying to get sympathy out of the Disney folks in Celebration. Large travel agencies who do lots of business with them don't seem to have much pull with them either.

 

[Shaynajade]

Buschfan,

What are your complaints about the childrens programs.. This is one of my biggest concerns is what they do with the children? I will have a then 3 yr old and a 9 month old who may stay an hour or two in the nursery but more concerned about the 3 yr old programs?

Thanks

 

[Mjasp]

Quite sad isn't it, but it really doesn't surprise me. I would cancel my membership for sure.

My friend had to argue for her $100 stateroom credit for repeat cruisers. Yes, she did get it in the end.

 

[tigger24]

HI guys,
I wish I knew about your problem when we were all on the boat, the biwigs were all on the boat and sat at the table behind us for dinner, Matt Ouimet (VP) (SP?) was there just about everynight, maybe something would have gotten done then and there. Make sure you write, I got my $50, but I called as soon as I found out it was available, and I was booked directly with DCL. It's stinky that this happened, but let them know the problem.....

 

[Buschfan]

I am not going into all the details here again since I have posted about it in the past. If you look in the children's participation guidelines which was posted after our cruise, you can see my postings. I just felt my youngest son, was treated like 'dirt' by a counselor of the 3 year olds. I also feel my wife and I should not have had to go through what we did for a meal alone at Palo's. DCL can learn a lot from NCL and Celebrity about treating children as a unique individual and not just another 'number' to deal with.