MS Chat is the way to go!

[kniquy]

I had to cancel our July trip and make sure our points we going to go back into 2021 UY so at 9am I get on the phone and my hold time was 19 minutes - not bad I thought. Chat was not available at that point so calling was my only option. So 30 minutes into the hold I decided to check on the chat feature - It was there! I was instantly connected and in a few minutes I had my answer about my points. They will be put back into 2021 in about a week.

Now I am on to plan out out trips for the next couple of years - WDW April 2021, (hopefully) VGC 2022, WDW 2023 and then Aulani 2024 for our twins graduation present!

 

[Avery&Todd]

ARGH! I've been wanting to chat all week and every time I go to the page, the chat symbol is greyed out! I know they can only have so many on chat and waiting but I don't want to call - I don't feel my question is important enough to warrant a phone call!

I've even tried different browsers, and it's still grey...

BUT I was able to get through a few weeks ago and I LOVED using that way to communicate - the agents were SUPER helpful!

 

[goofystitch]

I haven't been as fortunate with chat. I cancelled our SSR reservation on 4/25 and was waiting for borrowed points to be returned. Two weeks went by and the points weren't returned so I did online chat 5/13 and was told the points would be returned in 15 business days. They still have not been returned so I am going to have to call member services.

 

[OffToDWD]

I didn't have much luck with chat. The couple times I tried, I was told that I had to call in order to be assisted.

 

[elgerber]

I chatted this morning, to combine reservations. I opened chat, figured I'd be waiting at least half an hour, so I went in the kitchen and got a drink. Came back and the rep was waiting for me. I was shocked at how quick!

 

[T-i-double-guh-er]

I didn't have much luck with chat. The couple times I tried, I was told that I had to call in order to be assisted.

Same experience.

 

[Fellowship9798]

I had a small change to an existing reservation to make and it was done via chat in about 5 minutes versus a projected 1 hour wait to talk to someone on the phone. I think the key is to have the expectation that only small adjustments could be done that way line name changes, linking reservations, etc., not major reservation changes or complicated instructions.

I'll be trying chat again if anything similar comes up.

 

[bobbiwoz]

I was on chat a couple of months ago, and the person asked if i wanted the points in holding put back! I said “Can you do that?” Well, it did happen! I was thrilled!

 

[jo-jo]

Curious, what was the date of your trip?

We have a trip in Nov (with Dec use year) that we have some borrowed points and current year. I figure at worst, end of July cancel trip. bank points and lose the 50 borrowed points. But I'm sure am hoping some leeway on trips for that far out is offered.

I also have looked at chat a bunch of times over the last week or so and always see chat as not advailible.

 

[CarolynFH]

ARGH! I've been wanting to chat all week and every time I go to the page, the chat symbol is greyed out! I know they can only have so many on chat and waiting but I don't want to call - I don't feel my question is important enough to warrant a phone call!

I've even tried different browsers, and it's still grey...

BUT I was able to get through a few weeks ago and I LOVED using that way to communicate - the agents were SUPER helpful!

Have you tried emailing through the member site? I love Chat as well, and it may be several days before your email is answered, but if it’s just a question, it might be worth a try.

 

[Donna M]

I find the chat feature is very helpful. I love it.