May 10, 2008 New Ship Of Thieves...May 2008 Repo Thread...Part 4

[Mom323]

Hope your electricity is on soon Deb.

It is really just beautiful here and has that lovely promise of Spring to come. Makes you feel so much better.

I have only one thing to say about that (from our ice storm)

 

[lillygator]

going to be good and have a salad for lunch. Brought my work out clothes to hit the gym after work!

 

[Mom323]

Got an email from DU. They ordered our and Party tickets!

 

[HollyTyler]

Hi everybody! Couldn't catch up last night because of my stupid internet connection that doesn't like to function when it SNOWS. Darned AT&T. Never had this problem until I switched from cable internet to them. So today is bright and sunny and everything works great!

Tyler's begging to go to school, but still isn't feeling 100%, so I'm only taking him to the afternoon for Kindergarten. I doubt they'll let him stay with his cough, but will try. His dad called and told me he's back to work and still feeling awful, and he was quite surprised that I still have Tyler at home. I told him he really shouldn't go all day yet, but we're trying 1/2 day today. He told me Tyler will have to be there all day Thurs & Fri plus before and after school care because he can't miss anymore work. SO....we'll see how he does today, but since my employer basically told me to stay away from the office, I'm going to let his dad (and school) know that they can call me if Tyler starts acting tired, but he might be fine. He slept 14 hours last night and is acting fine. Going a 1/2 day today might help break him back in slowly and full day for just 2 days this week might be OK. We'll see!

 

[gaylean93]

Gee at first I was thinking potato chips, and wondering what the problem was. Not a poker player here, so I don't know any rules. Why would they care though? Would it keep people from Bingo?

It may keep some guys away from bingo! He was worried about the gambling part I think.

 

[mishoe01]

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.

Great letter John! Hopefully you'll get a response soon. Keep us informed.

 

[mishoe01]

hey Deb, I didn't join a fish team, I'm made something for everyone. Are other people doing individual gifts as well?

I've been trying to make something for every stateroom, but not sure if I'll be able to get it finished . I am also on a fish team.

 

[LiserAnn]

Lisa - is a 5 year old allowed on the tour you are trying to book????

According to the DCL website the excursion is for ages 4 and above and he's going to be 6 when we sail. I was so frustrated when I emailed DCL that I referred to him as a 5 year old. Either way, he's well above the age limit. Can't figure it out why he keeps dropping off!

 

[lillygator]

I was going to try and do a goodie as well, we'll see how many staterooms we end up with!

 

[luv2cruzsus]

OMG news flash! The catagory four that nobody seemed to want is GONE. I am shocked though that no other rooms have shown up since we are just past the payment due date. Maybe those will take a few days to show up online? I had thought there would be bunches of rooms opening up.

I thought so too. My FIL and MIL now want to cruise with us and our TA is looking every day for a room. I'm trying to decide if I really want her to find one or not!!

 

[mishoe01]

JACKIE We're confirmed for SNUBA in Aruba (can you tell I'm excited about this???)

I will be sending you a pm shortly.

Hope everyone is having a good day.....for those w/ weather problems, please be safe.

My morning has been spent on hold with both United and US Airways trying to get clients reaccommodated on other flights (after the original ones were cancelled). I'm so tired of their music!

Is it Friday yet??? Can't believe I'll be in MD with my niece and nephew (and sister and bil) on Saturday am (flight gets in at 1010a). I'll be back Monday afternoon.

 

[EllaEnchanted]

Goodmorning all, another busy day here.



hey Deb, I didn't join a fish team, I'm made something for everyone. Are other people doing individual gifts as well?

That is so sweet Kelly. I can't wait to find out what it is!!! There are a few doing individual gifts.....I'm not sure if Lisa/calmom has any of them on a list. I'm doubling up with my dinnermate and gifting from the two of us.

 

[HollyTyler]

yes I like to eat the same colors together also. Smartie Queens unite!!!

That's exactly how I do it! Don't try to eat Smarties while driving if you eat them this way. Tried it. Not so good. And I save the white ones for last because they're my favorite!

 

[luv2cruzsus]

The chocolate may not be a problem at all. My minature schnauzer ate and ENTIRE box of chocolate turtles (did a very neat job of removing the cellophane wrapper) with no adverse reaction (except for the sugar induced coma!). But I know it can be very dangerous for some dogs. Hope your puppy is fine.

And yes, you may use the sleep deprivation excuse of an entire week....I plan to.

Speaking of chocolate, think I'll have some almonds and a Dove Promise (dark) and read a bit befor bed.

Nighty, night, maties!

My sisters dog ate the entire contents of an Easter basket once - chocolate bunny and all - oh yes, AND he ate the foil the kisses were wrapped in. Didn't get sick at all! We were just waiting, but nothing.

 

[scottishwee35]

JACKIE We're confirmed for SNUBA in Aruba (can you tell I'm excited about this???)

I will be sending you a pm shortly.

Hope everyone is having a good day.....for those w/ weather problems, please be safe.

My morning has been spent on hold with both United and US Airways trying to get clients reaccommodated on other flights (after the original ones were cancelled). I'm so tired of their music!

Is it Friday yet??? Can't believe I'll be in MD with my niece and nephew (and sister and bil) on Saturday am (flight gets in at 1010a). I'll be back Monday afternoon.

That is great that you got SNUBA in Arbua

Weather here is crazy, early morning my car was icing over then after 10 o clock sunshine and beautiful day but cold.

Is it Friday yet? I got a night off

Have a lovely time on Saturday

Scottishwee35

 

[LiserAnn]

Lisa/LiserAnn are you reading this.....Marilyn wants to say yes to gifting and yes to fish extender available.

That about covers it Marilyn. The right Lisa will take care of it. Ha Ha

Marilyn and Deb-thanks! I got her covered!

 

[scottishwee35]

I thought so too. My FIL and MIL now want to cruise with us and our TA is looking every day for a room. I'm trying to decide if I really want her to find one or not!!

Last year at Med. Cruise I saw Cat 12 good price!! 7 weeks before our cruise. I asked my mil and fil come along with us. Fil was not keen very much but when they were on cruise. You know that they loved it very much.

They cannot come to this Cruise over fil come because of his leg problem due to a long flight.

But they wait for Northern Europe or Med again in future.

Scottishwee35

 

[LiserAnn]

have to go search cruise critic......

Let me know what you find...inquiring minds want to know.

 

[LiserAnn]

John, your letter to DCL was excellent. Wonderful way with words, non confrontational but got the point across perfectly. I can't wait to hear the response!

 

[HollyTyler]

I FOUND IT!!!!!!!!!!!!!!!!!!!!!!!

After hours of searching and listening to my dear dear hubby (I do love him ) remind me that his was neatly away in the safe where it was supposed to be, I found it!

So, we have this one rather large closet in the downstairs that currently holds all my scrapping boxes and keepsake stuff plus a few random unpacked boxes. There are probably 40-50 boxes in there. yup, it was in box #31...ok that is better than 50, but I had my exercise for the night.

I was so glad to know I am not alone in my disorganized state. Can't wait to meet you all on board, hopefully we'll find the ship ok

Kaylee, I'm glad you found it! Don't worry, you're not alone! I'm the same way.