OK guys, I wrote a letter . . .
Instead of Tom McAlpin, I sent it to Robert.Iger@disney.com
I copied roy.disney@disney.com, Tom.mcalpin@disney.com, and steve.jobs@apple.com . . . just a guess at email addresses, we'll see what happens.
Here is the letter:
Dear Bob,
(I hope it is OK to call you Bob)
I wanted to take a moment to fill you in on some difficulties my friends and I have had with the Disney Cruise Line reservation system.
You may have heard of the "DIS" boards, where everything Disney is discussed. Several friends of mine and I are members there, and we are all booked on the Panama Canal Repositioning cruise, West Bound. This last Saturday was the 90 day mark, wherein Castaway Club members have the opportunity for a "pain free" experience (as quoted in information sent to us) in booking reservations for excursions and Palo dining. We all anxiously awaited that date to firm up our plans. We were looking forward to getting online at midnight, booking our reservations, and going to bed shortly thereafter for Disney Dreams.
To say the least, this was NOT the experience. Many spent hours and hours trying to make reservations, deprived of sleep, and still unable to get this image out of their minds, as it is now seared in their brains:
If Mr. McAlpin or other DCL executive happens to make an appearance on our cruise, we may just surprise him with a shirt with the above on it.
Should you wish to read a blow by blow account, I would direct you to this page of our meet thread where the madness began:
http://www.disboards.com/showthread.php?t=1709944&page=212
Since this is a family site, to say the least, the comments were restrained. Fortunately, I had gone to bed because one of our cruising companions was kind enough to do the honors to try and obtain reservations for us.
There was a similar experience with this cruise last year, where Disney Cruise Line was going to charge an additional $100 per guest for passage through the Panama Canal. After many emails, and finally contact from the media, Disney finally rescinded that announcement.
Needless to say, these experiences have left a very bad taste in the mouth of many of us, all of whom are great and loyal Disney fans.
However, I am thinking that what is worse is being treated like just another dollar sign by the staff at Disney. One of the things we all felt that Disney was known for in the entertainment industry is personalized service. When we attempted to contact Disney, and Disney Cruise Line, we get responses like this:
Dear XXXXX,
Thank you for choosing a Disney Cruise Line Vacation!
I sincerely regret the challenges you've encountered while trying to
manage your reservation online.
Recently our website has been experiencing higher volume of traffic than
usual, as our Guests are preparing for their up coming Panama Canal
cruise.
I understand your concern, and I regret that the site was not been
permitting you to manage your reservation. Thank you for bringing the
matter to our attention.
I see that you pre-reserved:
XXXXXXXXXXX
XXXXXXXXXXX
If you need further assistance, please let us know.
We look forward to sailing with you!
Have a Magical Day!!!
JD
Reservations Department
Disney Cruise Vacations
*If applicable, please include your full name, reservation number, and
phone number on all correspondence.
Now Bob, we are all adults, many of us professionals, and we know a form letter when we see one. Is this the kind of response that would make you happy with a company when you had voiced a concern to them? Would you have a "Magical Day" after reading that response?
The overall conclusion we have reached is that your system is greatly flawed, and in need of revamping. With two new ships coming on soon, I am sure this is not the experience you want your guests to remember. One suggestion sent to Mr. McAlpin (which was not addressed at all) was that you allow booking for these things immediately upon payment in full, thus getting the money in your hands sooner, and allowing those who do so the opportunity to book these things in a more timely and ordered fashion. It has also been noted that Disney has outsourced their IT systems such as the Disney Cruise Line web site. If this is so, the outsourcing company should be FIRED. If they cannot handle the traffic of several hundred guests trying to book reservation requests, they are not worth whatever Disney is paying them. Perhaps some consultation with your friend (and large shareholder) over at Apple, Steve Jobs would be a good idea. None of us can believe that the founder of Walt Disney, Walt himself, would have ever stood for this level of customer service.
Every one of my friends and I continue to be amazed and delighted by the level of service while onboard the Disney Magic. You all should be very proud of the job that you do, and the return business of your guests reflects this. This will be our eighth Disney cruise since 2000, and we have no interest in any other cruise line. The level of service while not on the ship is another matter, and we are extremely disappointed and wonder if this can even be the same company.
I look forward to a non form letter response. I don't care if it is just a few sentences. However, should I get the same form and canned response as others, I will not be a happy camper, and I suggest that you give a more intelligent response to those who have already written as well. If I am told to have a "Magical Day" by someone, I will then decide whether to forward the correspondence on to the individual at the Orlando Sentinel who helped us out with the $100 fiasco last year. Perhaps the only way to get Disney to respond is by going to the Media.
Until then, I will not wish you a "Magical Day", and just say that I hope to hear from you or someone in Disney Management.
Sincerely,
John W. Halkias
DCL Reservation Number xxxxxxxx
Phone number xxx-xxx-xxxx
PS - DVC Member, Disney Shareholder (yeah I know, one share framed that my wife bought me for Christmas years ago), and message being sent from my Macbook, while my 7 year old daughter watches the Disney Channel on a school snow day.
I am not sure if I posted these.....since Saturday I have been in a fish fog!
Haley with her jeep and new Tink swimsuit and sunglasses, that have a holster built in to the swim suit - what every gal needs!
she kind of reminds me of Velma!
the toothless and hairless wonder!
whoooo hoooooooooooooooo 90 days to go!
We have about 5 deer that keep coming in our yard, a raccoon, and a neighbor spotted a bearthe other day.
There are 2 of us. Though we have adopted Monica a about a year ago
Did you get my PM about linking dining?
If anyone else wants to join me and DH and Tigger1221 and her DH for late seating dining pm me with your name and ressie number and I will link you with us.
forget it.
Princesses are delicate, feminine and colorful but in a subtle, gentle way. 
The guy caused lots of problems on the 2005 Westbound PC.
