Must Call to Cancel? I am deaf

[jamescanuck2001]

That must be a Canadian thing, or maybe the international call.

Try CHAT again. I just did and this is what I asked:

• How can a deaf person cancel a reservation?

The response was:

• I'll be happy to help!
• Please give me a moment to research that for you.

[pause about 5 minutes]​

• In order for me to further assist with your request, I will need some additional information. With your permission, I will send you a separate form for you to provide that information. Please provide the information only through the separate form and not in this chat window. The information you provide through the form will not be displayed in this chat window and will not be retained after this chat session ends. Would you like me to send you this form to proceed?

And then the form arrived via chat -- but I disconnected since I don't have a reservation to cancel.

Good luck!

(FYI...I had to cancel a ski resort reservation by phone, so it's not just Disney)

thank you for trying this avenue

in a chat now, the CM is saying there is no option but to call

 

[jamescanuck2001]

Good news, the IP Relay service came through. I made the call through the relay operator and took 15 minutes to cancel the reservation.

Good end result, but IMO if something can be booked online, it should be available to be cancelled online within the full cancellation window. Total of 4 hrs of my time to sort this.

 

[lanejudy]

I'm glad you were able to get it done. Sorry it was so difficult.

I hope your dad is feeling better soon!

 

[OurBigTrip]

Is there somewhere for the general public to file a complaint with Disney about this? I am hearing myself, but I have several friends who are deaf and it infuriates me that in 2025 there is no video option with a CM who knows ASL to help for phone-in issues.

Way above a reasonable accommodation.

 

[Let's Get Kronk]

Way above a reasonable accommodation.

You don't think that having a method of communication available for a person who is deaf is a reasonable accommodation? I think that's ludicrous, especially since they are requiring people to call in to cancel in this situation.

 

[OurBigTrip]

You don't think that having a method of communication available for a person who is deaf is a reasonable accommodation? I think that's ludicrous, especially since they are requiring people to call in to cancel in this situation.

There are ways other than having a video chat with an ASL professional sitting around, waiting to be needed. I've personally never known any deaf person who didn't have access to TTY, but if a phone call is out of the question, then it could be done via chat.

 

[starry_solo]

There are ways other than having a video chat with an ASL professional sitting around, waiting to be needed. I've personally never known any deaf person who didn't have access to TTY, but if a phone call is out of the question, then it could be done via chat.

Not per the OP

 

[obsesseddisneyfan]

In the future you can always flag the charge on your Credit Card.

 

[OurBigTrip]

Not per the OP

I'm saying it could be done - Disney has so far chosen not to, but it could be done much more efficiently via chat than by keeping an ASL interpreter on-hand along with setting up a video call.

 

[Liastaob]

Nothing to add other than that's incredibly frustrating and I'm sorry you had to go through that.

Even as a hearing person, it's annoying to sit on hold to cancel certain reservations, especially since they waste your time with the robot telling you to go online to cancel.

FYI, bounce-back reservations have to be canceled by phone, in case you're ever thinking of doing that.

 

[Minnie1222]

Online chat is an AI bot, it will tell you to call

It's a bot at first, but a real CM (at least it seemed real to me) will show if you're persistent.

 

[elvispursley]

So sorry OP that this was an exercise in extreme frustration. Glad it worked out for you. I guess as a last resort, I’d have someone cancel the reservation for you. I think I’d definitely write a letter to someone at Disney expressing the process you had to go to.

 

[dina444444]

As another suggestion for the future, maybe use a travel agent since they would handle getting the reservation canceled for you. Most these days operate by email/text.

 

[gottalovepluto]

In the future you can always flag the charge on your Credit Card.

Do NOT do this. The charge was legit, the bank will investigate and find out and might shutdown your card account for a fraudulent filing as the T&Cs of the room reservation do not require Disney allow you to cancel by internet.

 

[jamescanuck2001]

I received an email from a Disney executive this morning. Possible this thread and/or my comments to the CM were flagged.

I responded with thanks and encouraged him, for accessibility reasons, to maximize the transactions that can be done online.

 

[obsesseddisneyfan]

Do NOT do this. The charge was legit, the bank will investigate and find out and might shutdown your card account for a fraudulent filing as the T&Cs of the room reservation do not require Disney allow you to cancel by internet.

Curious why you think this. My lawyer has told me that the FTC has rules that require a click to cancel option when sign up was online. My business got into an issue of requiring a phone to cancel. I was advised along with it being a violation of ADA it could be considered fraud for credit cards. I now have a online form to cancel as my software does not have the cancel button. Disney needs to fix this issue and that is why a Disney executive reached out to the OP.

 

[gottalovepluto]

Curious why you think this. My lawyer has told me that the FTC has rules that require a click to cancel option when sign up was online…

Yes they do- for recurring subscriptions and memberships. A Disney Hotel reservation is not a recurring subscription.

(And your bank is not your lawyer. The charge wasn’t fraudulent because someone thinks their ADA rights were violated.)

 

[Evita_W]

Do NOT do this. The charge was legit, the bank will investigate and find out and might shutdown your card account for a fraudulent filing as the T&Cs of the room reservation do not require Disney allow you to cancel by internet.

That depends on your card, some allow for "returns" when you can't get in contact with the company and some will assist with issues like the OP had, so it is worth exploring this avenue.

 

[Sparrow'sLady]

Well, after telling WDW disability services I cannot use the phone to cancel the reservation, the below is what they responded with:

Dear Dale‍,

Thank you for contacting the Walt Disney World Resort in Florida!

While we would love to be able to assist you, our email department does not have the ability to access the reservation system.

For assistance with reservations booked directly with the Walt Disney World Resort in Florida, please call Disney Travel Operations at 407-W-DISNEY (407-934-7639) and one of our Cast Members would be happy to assist you from 7:00 a.m. to 11:00 p.m., Eastern Time, seven days a week.

For security purposes, we will ask for verification on all reservations that you wish to modify. Please have the following information available for each booking: First and last name of the lead Guest, physical address, and reservation number.

If your reservation was booked via a Travel Agent or other third-party company, you will want to contact them directly for these changes.

Kindest regards,

At this point, maybe I should knock on a neighbour's door, see if they can call for me?

That seems like a response from AI or somebody overseas using canned responses.

 

[Narcoossee11]

That seems like a response from AI or somebody overseas using canned responses.

All emails are 'canned', pre-written. The CM goes in a program with a list of comments. The cm composes the letter from those paragraphs /sentences.
Disney doesn't want anything in writing that doesn't look good for the company.