Non-Dreams Unlimited Travel Agent Claims September Cruise Can’t Be Canceled Currently

[tvguy]

There is nothing to disagree with. The TA can call DCL and cancel this reservation now.

With the stay at home orders in many parts of the country like here in California, this may be a moot conversation now if this TA is not set up to work from home. Non-essential businesses are mostly shutdown. And vacations clearly as non-essential

 

[Mom24Princesses]

I’m a control freak when it comes to travel plans - why I almost never use a travel agent/ company. I book everything myself.

 

[Luckymommyx2]

Monday I filled out the online form through Costco to cancel my Aug/Sept cruise and received email confirmation just after midnight this morning. I realize it may be 10-14 days for it to show up on my credit card but I’m okay with that.

 

[bumbershoot]

That quote from the DCL website pertains to guests whose cruises were cancelled and were offered FCC or a full refund. They wanted those guests to wait until they received that info via e-mail to call in.

So DCL is asking people who are immediately affected by this to wait. And you’re saying that waiting doesn’t apply to p not immediately affected?

Just wanting to point out a possibility here... I mean, haven't we all had experiences with Disney Cruise Line cast members where some less-than-accurate information was given? I wouldn't be surprised if the TA was told by some DCL CM on the phone that they weren't dealing with changes to September reservations at the moment--some CM could have misunderstood the guidance around the recent cancellations and thought they could only talk to people who have cancelled cruises at the moment.

yep. Agreed.

Plus, we’re dealing with the possibility of a CM telling the TA something who told the spouse (who booked it and might therefore be the point of contact) something who told the OP something. Anyone ever play telephone?



Comments about DU still make me laugh a little. I couldn’t even get them to respond to *make a reservation*, and yet people sing their praises... They responded to my “never mind I booked it elsewhere” email I sent days later, though! (And yes this is a few years back, so it’s not an active complaint or review that I necessarily think is accurate today, but it still cracks me up a bit. NO travel agent is infallible. Not any of them.)

 

[DisneyWishes14]

In this era that none of us has ever experienced before, where stores are out of necessities, and people are waiting in line for the basics, I standby my comment that it is unreasonable demand given the circumstances. TA's have families that are impacted just like you and I. OP will get their money back, maybe just not today.

If the TA doesn't call, it may be never.

With the stay at home orders in many parts of the country like here in California, this may be a moot conversation now if this TA is not set up to work from home. Non-essential businesses are mostly shutdown. And vacations clearly as non-essential

95% or more of TA's are independent contractors working from HOME. The TA just needs a phone. She can do this in her PJs while standing at her kitchen counter and her kids are watching Frozen 2 if she needs to. Hmmm . . . how do I know this? Have you guessed what I do for a living yet?!

So DCL is asking people who are immediately affected by this to wait. And you’re saying that waiting doesn’t apply to p not immediately affected?

They asked the people immediately affected to wait until they received their e-mails because they had to set up their systems to accommodate the 125% (and in some cases 150%) FCC they were receiving for the canceled cruises. DCL very rarely offers this to guests (usually for cruises that were massively impacted in some way while sailing - hurricane-related, typically), but this was offered en masse and they had to back the taxes and fees out. Guests whose cruises were not canceled can simply call, give their reservation number and cancel or modify their cruise like they have ALWAYS done as that is what their system is already set up to do. As I mentioned, this takes no more the two minutes for a DCL phone CM to do.

 

[DisneyWishes14]

I'm a TA, and I'm of the opinion that lying to or misleading my clients is a bad business model even if I'm doing it to try and preserve my own sanity or limit the overload at the call center. In truth, I absolutely CAN cancel a reservation for a September sailing and if my client asks me to do that, then I have a responsibility to follow through in a timely manner. Now ... "timely manner" might prompt me to ask the client if they wouldn't mind waiting for a lower volume time when I won't have to wait 3 hours or whatever on hold ... but IMO it does not include the option for me to tell a client that something that clearly can be done cannot be done.

The bigger issue here is why DCL insists that all cancellations be done on the phone. It adds an amazing amount of volume for their call center for no apparent reason. They allow us to cancel WDW and DL reservations online, and while I know those are different reservation systems, that one issue hardly seems to be insurmountable.

Bingo!

 

[tvguy]

If the TA doesn't call, it may be never.
95% or more of TA's are independent contractors working from HOME. The TA just needs a phone. She can do this in her PJs while standing at her kitchen counter and her kids are watching Frozen 2 if she needs to. Hmmm . . . how do I know this? Have you guessed what I do for a living yet?!
They asked the people immediately affected to wait until they received their e-mails because they had to set up their systems to accommodate the 125% (and in some cases 150%) FCC they were receiving for the canceled cruises. DCL very rarely offers this to guests (usually for cruises that were massively impacted in some way while sailing - hurricane-related, typically), but this was offered en masse and they had to back the taxes and fees out. Guests whose cruises were not canceled can simply call, give their reservation number and cancel or modify their cruise like they have ALWAYS done as that is what their system is already set up to do. As I mentioned, this takes no more the two minutes for a DCL phone CM to do.

Vacations certainly don't qualify as essential services. I have been up to my eyeballs the last 2 days in reporting how essential services are prioritizing as to who gets helped first. People are waiting in line here for toilet paper, and there is no line jumping. Like I said before, with hundreds of thousands of other people have trips before OP, I don't think it is unreasonable for DCL to give those people priority in getting helped first.

 

[monkeydawn]

Vacations certainly don't qualify as essential services. I have been up to my eyeballs the last 2 days in reporting how essential services are prioritizing as to who gets helped first. People are waiting in line here

Seriously starting to wonder if you are the OP's travel agent

 

[tvguy]

Seriously starting to wonder if you are the OP's travel agent

LOL

 

[DisneyWishes14]

Vacations certainly don't qualify as essential services. I have been up to my eyeballs the last 2 days in reporting how essential services are prioritizing as to who gets helped first. People are waiting in line here for toilet paper, and there is no line jumping. Like I said before, with hundreds of thousands of other people have trips before OP, I don't think it is unreasonable for DCL to give those people priority in getting helped first.

I think you are missing the point. DCL isn't giving them priority. DCL has never released any statement requesting people sailing at later dates postpone their calls. They may be giving people a heads up, when they call, that they will experience longer wait times, but that is it. The TA lied to the OP. If DCL had released a statement asking those sailing past the cancelled dates to postpone their calls, I would be in complete agreement with you. It's just not the case. There is a reason the TA won't call now and it has nothing to do with DCL. She either doesn't want to wait on hold or she's hoping DCL cancels the cruise prior to OP cancelling so she can collect the commission as DCL has been protecting the commissions on all cancelled dates thus far (and even allowing TA's to double dip on commissions for re-books). The TA is not being honest with the OP and, in postponing the refund of OP's money, is not working in the best interest of her client. OP already stated they are nervous about financial hardship during this crisis and needed her money back - how is that not essential?

 

[tvguy]

I think you are missing the point. DCL isn't giving them priority. DCL has never released any statement requesting people sailing at later dates postpone their calls. They may be giving people a heads up, when they call, that they will experience longer wait times, but that is it. The TA lied to the OP. If DCL had released a statement asking those sailing past the cancelled dates to postpone their calls, I would be in complete agreement with you. It's just not the case. There is a reason the TA won't call now and it has nothing to do with DCL. She either doesn't want to wait on hold or she's hoping DCL cancels the cruise prior to OP cancelling so she can collect the commission as DCL has been protecting the commissions on all cancelled dates thus far (and even allowing TA's to double dip on commissions for re-books). The TA is not being honest with the OP and, in postponing the refund of OP's money, is not working in the best interest of her client. OP already stated they are nervous about financial hardship during this crisis and needed her money back - how is that not essential?

Well, Disney did ask those with canceled cruised NOT to call until they got an e-mail telling them to call, I posted that link. I am just assuming that those people would be higher priority than someone with a cruise 6 months ago. Not saying DCL wouldn't help them.

 

[FigmentSpark]

Well, Disney did ask those with canceled cruised NOT to call until they got an e-mail telling them to call, I posted that link. I am just assuming that those people would be higher priority than someone with a cruise 6 months ago. Not saying DCL wouldn't help them.

I think they didn't want to be inundated with thousands of people asking where their money was and what kind of deal DCL would give them. The message said to wait for the email so they wouldn't have to ask those questions, not because that's the only phone calls they would take.

Look at it another way, if I had a placeholder that I wanted to book for a cruise in the fall. I'd have to call. Do you really think DCL wouldn't process my purchase because they are busy with all the cancellations? The same applies here. For other reasons than this virus, the OP wants their fall cruise cancelled... before their PIF. Why shouldn't DCL process that? It's part of doing business and there is no queue to jump.

 

[DisneyWishes14]

Well, Disney did ask those with canceled cruised NOT to call until they got an e-mail telling them to call, I posted that link. I am just assuming that those people would be higher priority than someone with a cruise 6 months ago. Not saying DCL wouldn't help them.

Right, because DCL was offering those guests 125% and 150% (depending on the cruise) FCC and they had to update their system and those individual reservations in order to process that offer. On May 18, they were ready to move forward with THOSE guests and told them they could then call in. Never, ever did DCL tell all other guests (or their TA's ) to not call to service other sailings. DCL has to conduct business past the cancelled sailings in order to stay in business. If all they are going to do is take calls to service cancelled sailings with FCC, they're doomed.

I think they didn't want to be inundated with thousands of people asking where their money was and what kind of deal DCL would give them. The message said to wait for the email so they wouldn't have to ask those questions, not because that's the only phone calls they would take.

Look at it another way, if I had a placeholder that I wanted to book for a cruise in the fall. I'd have to call. Do you really think DCL wouldn't process my purchase because they are busy with all the cancellations? The same applies here. For other reasons than this virus, the OP wants their fall cruise cancelled... before their PIF. Why shouldn't DCL process that? It's part of doing business and there is no queue to jump.

Exactly.

 

[tvguy]

Right, because DCL was offering those guests 125% and 150% (depending on the cruise) FCC and they had to update their system and those individual reservations in order to process that offer. On May 18, they were ready to move forward with THOSE guests and told them they could then call in. Never, ever did DCL tell all other guests (or their TA's ) to not call to service other sailings. DCL has to conduct business past the cancelled sailings in order to stay in business. If all they are going to do is take calls to service cancelled sailings with FCC, they're doomed.



Exactly.

LOL. I give up.

 

[Lola Granola]

When the original poster wrote this, DCL had a recording asking agents NOT to call for cruises past the current round of cancellations (that’s still the case, actually). Could they call? Yes. Would that also be rude and not at all helpful given the situation? Also yes.

I’m sure it’s very frustrating to you, but if you could give your TA the benefit of the doubt, I’m sure he or she will find a way to help you soon. Best of luck.

 

[Lola Granola]

I think you are missing the point. DCL isn't giving them priority. DCL has never released any statement requesting people sailing at later dates postpone their calls. They may be giving people a heads up, when they call, that they will experience longer wait times, but that is it. The TA lied to the OP. If DCL had released a statement asking those sailing past the cancelled dates to postpone their calls, I would be in complete agreement with you. It's just not the case. There is a reason the TA won't call now and it has nothing to do with DCL. She either doesn't want to wait on hold or she's hoping DCL cancels the cruise prior to OP cancelling so she can collect the commission as DCL has been protecting the commissions on all cancelled dates thus far (and even allowing TA's to double dip on commissions for re-books). The TA is not being honest with the OP and, in postponing the refund of OP's money, is not working in the best interest of her client. OP already stated they are nervous about financial hardship during this crisis and needed her money back - how is that not essential?

I really don’t want to be argumentative, but that’s not correct. In the first few days after this happened, Disney asked agents (I have no idea what the consumer line said) not to call except for cancelled cruises and even then, they asked that agents call back once their client received an email from DCL with instructions on how to proceed. Of course there are agents who will barge right on through and demand to speak to someone, but most agents try to have a good relationship with the CMs they speak to on a daily basis.

No one expects that Disney will pay commissions on cancelled cruises that far out. Unless the OP’s TA is an idiot, she knows that.

 

[DisneyWishes14]

I really don’t want to be argumentative, but that’s not correct. In the first few days after this happened, Disney asked agents (I have no idea what the consumer line said) not to call except for cancelled cruises and even then, they asked that agents call back once their client received an email from DCL with instructions on how to proceed. Of course there are agents who will barge right on through and demand to speak to someone, but most agents try to have a good relationship with the CMs they speak to on a daily basis.

No one expects that Disney will pay commissions on cancelled cruises that far out. Unless the OP’s TA is an idiot, she knows that.

I just called the TA line. They are only asking that those on the affected sailings wait until they get the e-mail. They are not asking those on non-affected cruises to call back later. They are actually telling them to "please press 3".

Hmmm . . . "For the cancelled cruise departure dates, Disney Cruise Line will protect travel advisor commissions for those reservations that were on the books and paid in full at the time of cancellation." If DCL keeps canceling, what would stop at TA from assuming they will get the commission on those cancelled cruises? Precedent has been set.

 

[Lola Granola]

I just called the TA line. They are only asking that those on the affected sailings wait until they get the e-mail. They are not asking those on non-affected cruises to call back later. They are actually telling them to "please press 3".

Hmmm . . . "For the cancelled cruise departure dates, Disney Cruise Line will protect travel advisor commissions for those reservations that were on the books and paid in full at the time of cancellation." If DCL keeps canceling, what would stop at TA from assuming they will get the commission on those cancelled cruises? Precedent has been set.

Yes, now. But not on Tuesday or even later in the week. It sounds like you might know what I’m talking about, from experience, how hard it is being a TA. I‘m just offering a different perspective. Yes, this TA might not be doing her/his job, but most likely, this person is overwhelmed and just trying to follow the rules as they were set out when all this happened.