May 12, 2007 -- Taking the Magic to the Mediterranean -- 14 day Repo Cruise!

[EpcotKilterFan]

I just called DCL to ask about the excursion in Barcelona that did not show up. She said that they are having problems and it did not load and to keep trying.

Well.. the IT guys have probably had this problem handed to them about an hour ago.... so lets see how long it takes to get it fixed.

Debbie

 

[kpros]

The system magically worked for me this morning at 8:00am pacific time. I booked the excursions we wanted and got a Palo dinner (but not at the time we really wanted) but Palo brunch and high tea are not available.

Ken

 

[milestogo]

I'm starting to wonder if those of us who have booked really have ressies for anything!???

 

[gydell]

Ken - if it were me I would stay on the phone until they gave me my Palo ressies. You know that they hold some until we get to the port so why can't they give you what you want since it is their fault.

 

[kpros]

Here is the E-mail I sent DCL after I got into the system this morning at 8:00am

The reservation system finally became available to me this morning at
8:00am pacific time. I was able to make the shore excursion reservations that I wanted, and I was also able to make a Palo dinner reservation. But Palo brunch and high tea are not available to me. Now how could those two
things be booked already if the system was not available to people over the
weekend? (I think we all know that the system was available to many
people all day yesterday and only a few of us were locked out).

I would really like an oppertunity to book a Palo brunch and high tea.

Thanks for the help.
Ken

Here is the lame E-mail I just got back:

Dear Ken,

Thank you for your e-mail.

We recognize our Guests love the Palo dining experience and due to
popularity, reservations go fast. Just as you as a repeat guest were
trying to book, many other repeat guests were online booking for Palos
at the same time.

Since it is our desire to accommodate every Guest, we suggest you
continue to try our site frequently for possible openings. Also,
although we can not guarantee availability, you may check once onboard
for openings.

On day of embarkation, reservations for Palo are made onboard at Rockin'
Bar D.

I hope this information has been helpful.

We look forward to sailing with you! Have a Magical Day!

So I sent this back to them:

Thanks for your answer and it would be just fine except for the fact that
many of your Guests got 36 hours of booking time prior to me (and some
others) being allowed into the system.

I don't understand why you won't acknowledge that the problem was not
universal and that some people were not given the oppertunity to book at the
beginning.

Ken

DCL is just full of magic again today.
Ken

 

[kpros]

so why can't they give you what you want since it is their fault.

As far as I can tell, they don't want to admit that the problem only affected some people and not all. By claiming that it affected everyone, they can continue to say that everyone had a fair shot and it's to bad you didn't get what you wanted, but demand was just to high.

If they admitted that the problem only affected some people, then they would have to identify those affected and try to help them get what they wanted - OH, Wait - that would be good customer service and DCL is not into that right now.

Ken

 

[cupcake]

Their answer would be fine IF you were just upset that you missed the boat, excuse the expression, on making reservations.

Have you tried talking to an actual person, so you don't get stuck with standard email responses that do not address the facts of your situation and how you were affected by DCL's error? (DCL, CC, even DVC due to the points thing).

I bet they don't want a flood of other people trying to get ressies claiming internet issues and thus are adopting a "get them on the ship" stance, but that doesn't make it right for you.

So sorry for this aggravation!

C.

 

[kpros]

On to happier things - I received the lanyards today and I'm very happy with them. So, if you want to participate in the free name badge and lanyard give away, make sure you get on the cruise list. You can find cruise list info in the first post on page 143 of this thread.

Ken

 

[wrabitdad]

Still are unable to use the online system.

But, finally got a call from a CM at DCL who took all our requests and will, hopefully, do what needs to be done.

This CM, who has been the most understanding one in this whole mess, indicated that the problem is affecting those with a "deviation", it is unclear if that has to do with the fact we requested to fly down a day early or the B2B or what.

At least someone is finally responding and trying to address their problem. It also sounds like we may have a similar problem come time to book for the 11 night Med. At least we now have a name and number to call.

I'm not ready to claim victory, but maybe some progress!

Bob

 

[kpros]

That's great Bob - They should have been taking names and requests as soon as the problem was identified. If you get all the Palo reservations you asked for, then I hope you will share the CMs name and number.

Ken

 

[seaulater]

My recent correspondence with DCL has also been lacking in the customer service end. I wish they would just address the real issue and not "tell half truths) about everything.

I even called Alan Herschman about it since he was so helpful last year when the fiasco occured with booking the med cruises with the "no we don't have early bookings" when they actually did and wouldn't take our faxes when we tried. At least last year they tried to correct the problems.

They need to have their some of their CM's go through some more customer service training and they need to deal with these issues before they go "live". It's not like they don't send out cruises three times a week every week on an on going basis!

If I just lived in Florida, I'd work for DCL and then they would have this problem fixed!

 

[pixie3]

milestogo:
Favorite characters:
Kimberly - Tinkerbell
Mark - Donald Duck
Shane - Lightning McQueen
Riley - Riley is a 1yr old boy, but likes the mermaid
John - Mickey

Thank You.

 

[misseulalie]

I second the idea about getting on the phone. Go straight to a supervisor and tell them how they lied to you about nobody being able to get through. If that was the case, how did Palo tea and brunch get booked?
I wouldn't give up if those reservations are what you really want...

 

[seaulater]

So, I'm going through my mail this afternoon at the office and have received a brochure for a conference entitled:

"How to Handle Customer Service Nightmares"

I'm thinking.......................maybe I should forward it on to DCL?

 

[kpros]

So, I'm going through my mail this afternoon at the office and have received a brochure for a conference entitled:

"How to Handle Customer Service Nightmares"

I'm thinking.......................maybe I should forward it on to DCL?

Ken

 

[seaulater]

So we have our excursions booked. So far:

Tenerife-Mercedes Forest 8:30 am
Cadiz-Seeing Seville 8 a.m.
Gibraltar-City Under Seige 1:45 pm
Barcelona-Barcelona and Cordorniu Cellars 8:45 am

Looked at Palo's, but didn't book anything yet. I noticed that high tea and brunch ARE available for parties of 3-4, but not for a party of 1-2. Guess the smaller tables are gone and the larger tables are available. So if anyone is still wanting high tea or brunch, you might want to book a larger table.

Also, I thought about making a spa reservation (but didn't yet) was surprised that there are still cabana massages available on CC. Tells me that the ship must not be very full, those are usually the first to go!

 

[wrabitdad]

So, I'm going through my mail this afternoon at the office and have received a brochure for a conference entitled:

"How to Handle Customer Service Nightmares"

I'm thinking.......................maybe I should forward it on to DCL?

Linda,

Please make multiple copies, I'm sure there are a number of us that would love to send that to DCL. It would be worth the postage.


Bob

 

[gydell]

Did everyone finally get their excursions and Palos ressies?

 

[milestogo]

[QUOTE=seaulater
Looked at Palo's, but didn't book anything yet. I noticed that high tea and brunch ARE available for parties of 3-4, but not for a party of 1-2. Guess the smaller tables are gone and the larger tables are available. So if anyone is still wanting high tea or brunch, you might want to book a larger table.

That's interesting... when I booked on Saturday night there were only 1-2 tables open and I was hoping for a 3-4 so we could go with someone else.

Nicholas, did you get your reservations yet?

 

[OH 6]

Yes! Finally! I sent an email this AM addressing the lack of Disney-like service we've received...hours went by with no reply. About 10 minutes after they replied to the email this afternoon, Mike was IM'ing me saying he was booking the excursions. He could only get 1 Palo meal - Dinner. Palo doesn't list anything at all now.

Excursions
Banana Boat Ride Castaway Cay @ 1:30p-2p
Parasailing Castaway Cay @ 3p-4p
Personal Watercraft Eco Tour - Single Castaway Cay @ 9:45a-10:45a
Tenerife, Teide, & the Garden of the Valley Tenerife @ 8:30a-4:30p
City Under Seige Gibraltar @ 1:45p-5:45p
Jerez de la Frontera and Royal Equestrian School with Show Cadiz @ 10:15a-3:15p

Palo
Dinner: Wed, 5/16 @ 8:30p (Wanted 8p - but I can wait a 1/2 hour)
Brunch: Not Available. We'll try once we're on the ship, but for now I'm going to try and guilt the person that replied to our email into giving us one - I'll let you all know if we get anywhere with that.

Looks like Kpros got as far as we did, but Wrabitdad is not quite as far as we are though. Here is some magic hoping that your CM comes through for you! If all it took was really only Faith, Trust and Pixie Dust...

That's one more thing done - my last nail biter is Mike's passport - didn't have 6 months left on it as of the departure date so we sent it off for renewal - they say it should be back by the end of March. ::crossing my fingers::

Thanks everyone for your support and warm wishes! Hang in there Wrabitdad - the CM that wrote me back was Kaye...maybe she can help.