Making ADR Thread - hold times, IT vents, and general whine!

[brendaziz]

I know- that's what i'm thinking. I call all the time and never wait for than like 2 minutes.

I keep hearing everyone say "new reservation system"

What's new about it and why is it more crazy for some people????

 

[IndyClown]

Waited on hold for 3 hours this morning and by the time we finished up, it was close to four. They have some real problems with this new system.

I got pretty much everything I wanted at the general times I wanted so I'm just glad it's done.

Only thing they couldn't do for me is the Alice in Wonderland Tea Party I wanted to book for the kids at the GF. They weren't taking ressies for it for some reason and the CM didn't know why. Discontinuing it?

She suggested I check back later in the week and try again but I'm not sitting on hold for hours again for that.

 

[GatorLady]

See...here's another example of the unfairness!!! What exactly is the AKL IPO anyway?

Club (concierge) Level. (Itinerary Planning Office)

 

[Sandy321]

Tink - I would definately send an email

wdw.guest.communications@disneyworld.com

ask for a reply and give them your phone number

be direct and specific - esp about the cost to you to be on hold, that is just wrong! Sad that its not an isolated case -

I'm sure they are aware of long wait times, but they need to understand how much it is costing to be put on hold for hours!

 

[geishagirl81]

OMG I am glad that I wasn't the only one today! Called right at 7am. Was on hold for 1 hour 3 minutes and hung up. Called at 10:11am. Was on hold for 2 hours 43 minutes and my battery died. Charged phone, called back at 1:34. Was on hold for 1 hour 36 minutes, hung up. Called again at 4. I JUST made my ADRs. 6 hours on hold! What a PIA!!! Where is that legendary Disney customer service??

 

[RachaelA]

See...here's another example of the unfairness!!! What exactly is the AKL IPO anyway?

Animal Kingdom Lodge Itinerary Planning Office I'm staying Concierge Level in June. They make our reservations for us. I don't know for sure if they were made today. That's just what I was told.

 

[GatorLady]

I read a post from a woman who copied in her post an email she received from IPO telling her she could book at 100 days (90 + 10 according to them (IPO) equaled 100!!!!!)

The woman knew they were giving her wrong information, but she was understandably confused. No wonder everything is so screwed up!

 

[anonymousegirl]

I am so glad I don't need to make any ADRs until September. Perhaps by then this mess will be sorted.

I'm sending to all those having to call now.

 

[TNMouseFan]

Gosh I was ticked off that I had to hold for 45 minutes yesterday. I would have given up long before 4 hours.
DH would have told me to forget it and pack a sandwich!!

I agree the new phone system sticks! Go through 4 CMs before you get one that can make ADRs for end of May...I had one that was even rude and told me that I couldnt have been transfered to her--it was impossible--She was the 3rd one I was transfered to.

Pixie Dust though...I got all the ADRs I wanted in the end...and fortunately I didnt have to stay on hold for 4 hours

 

[TinkerBelle_325]

Below is the email that I sent WDW guest services

Hello,

My name is Megan _______ and I have visited the Walt Disney World Resort more than 30 times. I am writing today to explain my issues with the "new" disney dining reservation system and its implementation.

Today was the 90 day mark for my upcoming May 2009 WDW vacation and I was excited to make my dining reservations. This trip is special to me as one of my closest friends will be visiting the Walt Disney World Resort for the 1st time.

At 7am I called the 1-407-WDISNEY number and listened to the prompts. Once I indicated dining the recording told me to listen very carefully.

"Press 1 if you are making dining reservations from May 26th THROUGH TO June 9th."

Well that is perfect, my dates are May 30th - June 3rd.

I pressed 1, waited for about 15 minutes and the call was picked up by a Cast Member. I told her I wanted to book a reservation at Ohana for May 30th. Her response was something along the lines of "Oh I'm sorry, I need to redirect you as some Cast Members cannot book dining reservations past My 26th". I explained I was aware of that and I had pressed the option to be connected to the department that COULD book after May 26th. She apologized and transferred my call. Another 15 minutes goes by and a Cast Member answers...he cannot make the booking for me either and once again, I am redirected.

I was redirected 5 times and the last cast member I spoke to told me that waits were averaging 1 and a half hours for the "A La Carte" (it was not explained to me what "Al La Carte" is so I can only assume it it the Cast Members who are able to book between May 26th and June 9th.)

I was frustrated so I hung up after refusing to be transferred for the 6th time. I tried to regain my composure while contemplating how such a massive and typically very well organized company could justify keeping their guests on hold for upwards of an hour and a half.

At 12:30 I called back. I selected the same option I did at 7am. I was told that all disney travel planners were currently planning vacations and someone would be with me shortly.

1:30 rolled around, then 2:30....then FINALLY at 3:10 a Cast Member answered the phone. I told her I had been waiting 2 hours and 40 minutes and I was really hoping that I had reached the correct department. She assured me that I had, but there was no apology made for my wait.

I proceeded to book my desired dining reservations and at 3:30 my call ended.

My 2 calls to Disney Dining elapsed 3 and 1/2 HOURS....I spent 3 and 1/2 HOURS of my sunday on what i typically a 30 minute call.

Not only did I spend 3 hours of my time. But I spent $75 canadian in long distance charges to secure 6 dining reservations. That is $12.50 per reservation!

As a loyal Disney customer this experience was distinctly unmagical. But there is something that I find even more troubling that my wait and the cost to me.

I know for a fact that a disney dining reservation issue arose in 2008. The Garden Grill at Epcot ceased serving lunch yet guests had already made reservations. Your company provided these guests with a toll free number to call and amend the reservation issues. This issue affected a very small number of guests yet the company took great efforts to ensure an easy resolution to their problem.

I am well aware that a new system is being implemented. I am well aware that reservations for dining after May 26th must occur on the new system. Can you explain to me why the dining reservation window could not by put ON HOLD until the new system was fully implemented as opposed to putting loyal paying guests ON HOLD? Could you explain to me why a much better solution was provided for a much smaller number of guests with the Garden Grill issue?

My phone number is ____________. I would like a supervisor or manager to call me and explain what reparations can be made for my time and money spent on an issue that clearly could be resolved in a way that does not inconvenience guests of the Walt Disney World Resort. I have 2 upcoming Walt Disney World vacations, one from May 30th to June 3rd 2009 and the other from September 24th to Oct 3rd 2009.

I await your reply.

Regards,

Megan _________
Toronto, Canada
Age 23
30+ trips to the Walt Disney World Resort since 1987
Annual Passholder since 2006

 

[MushyMushy]

Gosh I was ticked off that I had to hold for 45 minutes yesterday. I would have given up long before 4 hours.
DH would have told me to forget it and pack a sandwich!!

I agree the new phone system sticks! Go through 4 CMs before you get one that can make ADRs for end of May...I had one that was even rude and told me that I couldnt have been transfered to her--it was impossible--She was the 3rd one I was transfered to.

Pixie Dust though...I got all the ADRs I wanted in the end...and fortunately I didnt have to stay on hold for 4 hours

The thing is, once you get past the half hour mark, you're heavily invested in that call. You keep thinking, "5 more minutes, they're gonna pick up!" or "Just another minute." I just put my phone on speaker and went about my business. (i.e playing on the internet )

 

[TandT]

Remember if you are a DVC member you can call DVC member services to make your ADR'S. We didn't know this at first and spent 2 hours on the phone with Disney Dining this morning until I got on this thread and someone mentioned DVC...thank you whoever you are

I got through on the DVC member services line right away. The CM had some issues with the system but 30 minutes later (about 10:30am) I had ALL of my ADR'S booked We got everything we wanted

Here is our intinerary:

5/30 Hoop Dee Doo 7:15pm Cat 2

5/31 50's Prime Time Cafe 6:05pm

6/1 Teppan Edo 6:15pm

6/2 Ohana's 7:50pm

6/3 Crystal Palace 6pm

6/4 T-Rex DTD 7:30pm (had to call the restaurant)

6/5 Le' Cellier 6:40pm

 

[gretchenohar@hotmail]

Can someone please explain what "ALA CARTE" means with regards to these ADR's?
Thank you.

 

[TinkerBelle_325]

I believe that A La Carte is the NEW Disney Dining Reservation System.

All dining reservations PAST May 26th must be made via the "A La Carte" system.

It also appears that not nearly enough Cast Member have been trained on this system and that is resulting in ungodly waits of 1 1/2 to 4 hours.

 

[donaldbuzz&minnie]

I finally got through today after 2 1/2 hours. Unbelievable.

 

[amejr999]

Disney is the only company I know of that actively makes it difficult to give them money. It's truly incredible.

 

[MushyMushy]

I finally got through after my 3rd try. About 4 hours of waiting in total, but I did get all my reservations. The last time was close! When he went to confirm all of them, something happened and all but one got lost. He kept me on hold for a long time while he re-entered everything, so I got everything I wanted. I had Boma twice, Sanaa, 1900 Park Fare, Sci Fi, CA Grill, and Le Cellier.

I'll be at Le Cellier just after you, TandT!

 

[oybolshoi]

Disney is the only company I know of that actively makes it difficult to give them money. It's truly incredible.

Couldn't have said it better myself.

 

[basketrn]

OK...called AGAIN this am right at 7am...still waiting...have been transfered to 4 people now...UGH!!!! THIS IS HORRIBLE!!! They really need to get this fixed ASAP!

 

[NateNLogansDad]

Called at got through right away at 7:00:04 and got a person on the phone. Of coarse for may 31 - june 9 she needs to transferr me to another dept. So here I sit. I have my house phone and cell on speaker to see who I get first. It's weird that they are both playing different music.