My 9th DCL Cruise May Be My Last

[TrySomethingNew]

Thats a pretty racist question. But NO DCL is in USA and answered by Americans...

I think you misunderstand the term racist, as that is not racist. Poster already responded to you. I'm guessing you have been blessed, perhaps, to never have a negative experience from overseas call centers either in your job (think IT help call center as an example), or as a consumer, so good for you.

 

[RedSox68]

Chatted briefly with the new occupants in my connecting room when looking for my luggage - a platinum level travel agent.

No vindictive people that I can think of.

At the port and on the ship, I was told that the operator used a code to change one of my rooms to a "GTY" status. No one would tell me what that code was. I would be interested to know what code or situation could change my reservation and allow my family to be split apart. Later, the CM told me that this was done in a way where no flag was triggered to Disney alerting them of a change. They were conducting an investigation.

I did ask if there was a refund owed or will there be an extra charge and I was told that they would get back with me. Nothing yet.

That makes it so much worse -- that the CM can put in a special code and screw up someone's vacation! Either they are a moron and made an error by touching someone's reservation for no reason, or there is something suspicious going on with this particular CM. Since the person that got your connecting room was a platinum travel agent, that does make one wonder!

I would definitely follow-up with Disney. But honestly, the one time we had a problem I ended up sending letters to several departments at the Florida location. Got responses in a reasonable time -- they never responded to my emails! Since they admit this was wrong and an investigation needs to be done, I personally think they owe you much more in the way of a credit for a future cruise, or partial refund. I sure hope this person is no longer working with reservations!

 

[steves100]

Sorry wasn't meant it that way. A lot of companies now use call centers outside of North America. There's a lot of accents in addition to the base language.

[/QU

Sorry wasn't meant it that way. A lot of companies now use call centers outside of North America. There's a lot of accents in addition to the base language.

Very funny....

I work in IT and hate India call centers...... I was only joking....

 

[ironwill1979]

Sorry wasn't meant it that way. A lot of companies now use call centers outside of North America. There's a lot of accents in addition to the base language.

DCL has one call center in Celebration, Florida, and staffed only with Cast Members.

 

[ironwill1979]

That makes it so much worse -- that the CM can put in a special code and screw up someone's vacation! Either they are a moron and made an error by touching someone's reservation for no reason, or there is something suspicious going on with this particular CM. Since the person that got your connecting room was a platinum travel agent, that does make one wonder!

Although that is certainly suspicious, I'm more inclined to think the change to the reservation was merely an accident. However, what I find shocking is the way the OP was treated at the port when all of the documentation clearly supported her story, and then was lectured YET AGAIN by someone onboard after the mistake had been discovered by Guest Services. I agree with a previous poster that I probably would have lost it right there.

 

[wl1117]

Although that is certainly suspicious, I'm more inclined to think the change to the reservation was merely an accident. However, what I find shocking is the way the OP was treated at the port when all of the documentation clearly supported her story, and then was lectured YET AGAIN by someone onboard after the mistake had been discovered by Guest Services. I agree with a previous poster that I probably would have lost it right there.

This. I would have shoved the documentation down their throats right there at the port desk. No one gets away with implying that I am a liar, especially by refusing to look at my proof. There would have been a fit of epic proportions happening until the situation was rectified to my satisfaction. Even if it was mistake (which it doesn't sound like), there is no excuse for treating you as a liar, no excuse for condescending to you about a GT rate, which even if you'd booked, entitles you to the same respect and service as any other DCL customer. I am appalled at how they handled this and you deserve WAY MORE compensation than what they provided, WAY MORE than would have even been necessary had they handled the situation better in the first place.

 

[steves100]

This. I would have shoved the documentation down their throats right there at the port desk. No one gets away with implying that I am a liar, especially by refusing to look at my proof. There would have been a fit of epic proportions happening until the situation was rectified to my satisfaction. Even if it was mistake (which it doesn't sound like), there is no excuse for treating you as a liar, no excuse for condescending to you about a GT rate, which even if you'd booked, entitles you to the same respect and service as any other DCL customer. I am appalled at how they handled this and you deserve WAY MORE compensation than what they provided, WAY MORE than would have even been necessary had they handled the situation better in the first place.

I work for a major car rental company, dont want to say which one....

I always get a small SUV at MCO. Last trip they didnt have my vehicle (felt like Seinfeld episode). New worker didnt know how to use employee discount. Manager came over and said I would never be allowed a SUV because employee pricing doesnt include them. I told the manager I come to Orlando like twice a year, never had an issue.

Showed the manager my reservation which you can print up using the employee code, just cant finalize it because all employee transactions need to be done at counter.

MANAGER SAID "I have no proof you printed that out using the Employee discount code". I work in the corporate headquarters, like i'm going to lie about saving a little money. I was beyond mad that the manager would imply that I was lying. I didnt get the manager in trouble, I'm sure I could have but just figured it wasnt worth it.

 

[Wish I lived in Fl]

The worst thing is them not even looking at your documents.


That is too bad about the stress and unhappy start to your cruise.

 

[ironwill1979]

I didnt get the manager in trouble, I'm sure I could have but just figured it wasnt worth it.

I understand not wanting to get someone in trouble, but a coaching or retraining should occur. If he or she is working based on incorrect or misinterpreted information and mistreating employees, how is he or she treating your guests?

 

[RedSox68]

I understand not wanting to get someone in trouble, but a coaching or retraining should occur. If he or she is working based on incorrect or misinterpreted information and mistreating employees, how is he or she treating your guests?

That!

 

[steves100]

That!

Based on your signature, why have you stopped sailing Disney, cost?

 

[BuzzLightyearInTampa]

If you had a travel agent, they will sometimes rebook if a cheaper fare comes along. Then I could see a mistake like this happening. We got a few hundred bucks back once when our travel agent re-booked us, but we only had 1 room and were in the same room after the changes were made. If you had no travel agent and didn't change it yourself, then that is really weird.

 

[RedSox68]

Based on your signature, why have you stopped sailing Disney, cost?

Yep. We strived to not only reach platinum, but to sail all four ships. Once we accomplished that, we realized we might never be able to afford to sail to get our platinum benefits LOL. We got quotes for last year and this year and they were way above what we could justify, so we will keep waiting.

 

[pixiedixie862]

It infuriates me when employees treat customers like children. I really hope to hear that Disney will fix this issue one way or another. You need more than just a plush toy and chocolates...

 

[scgustafson]

I hope that you end of cruise survey reflected poorly on your check-in process, especially with names noted.

 

[vinotinto]

OP, I am so sorry this happened to you. Please keep us posted. I sincerely hope DCL makes it right.

What I find most disturbing is that the "Operator" entered the code in March, yet none of the OP's documents showed any changes. If the OP would have found out immediately, or at least prior to the cruise, they could have gotten this sorted out. But showing up at the terminal, with all the printed docs, ready to board, and *then* finding out someone had tempered with their reservation? That's just horrible.

BTW, is an "Operator" the same same thing as a CM? To me "Operator" sounds external, like a Tour Operator or Travel Agent. Did you use a TA?

 

[Ajojo]

BTW, is an "Operator" the same same thing as a CM? To me "Operator" sounds external, like a Tour Operator or Travel Agent. Did you use a TA?

Hello, I really do not know what "Operator" refers to. Both the port staff and the staff on board used that term when they pulled up my reservations.

I did not use a TA to book my reservations, but I have wondered if this situation would have been different if I had used a travel agent.

 

[RedSox68]

Hello, I really do not know what "Operator" refers to. Both the port staff and the staff on board used that term when they pulled up my reservations.

I did not use a TA to book my reservations, but I have wondered if this situation would have been different if I had used a travel agent.

Maybe they wouldn't have messed with the reservation if it had been booked through a TA? Who knows -- they shouldn't have messed with your reservation regardless.

 

[cruisehopeful]

I did not use a TA to book my reservations, but I have wondered if this situation would have been different if I had used a travel agent.

A travel agent would be notified of the change and they would contact you. Since DCL was the travel agent, they were supposed to contact you when a change was made. This was either a very clumsy mistake or something intentional. I lean towards intentional because you should have been contacted if it was a clumsy mistake.

 

[pixiedixie862]

I now this is almost a month old but is there any updates?