Placeholder and Other Oops - seriously DCL??

[Calantha]

So, we are totally baffled by what just happened with DCL.

• Just sailed over Halloween with my dad and his girlfriend (my dad has my last name FYI) and they were listed at my address.
• They went to book a placeholder at Guest Services (who apparently couldn't fix their address) and they were told to book as soon as they got home and update their address.
• They did so (and didn't tell me) and the reservation didn't end up going to our TA so he didn't know they had booked anything.
• 2 days ago, my dad's girlfriend got my mom's travel tags for our January cruise.
• DCL also apparently changed my dad's last name to his girlfriend's last name (she realized this when she pulled the paperwork out so we could move their reservation to our TA).
• Our TA was able to fix everything (get my mom's address corrected, my dad's last name fixed, recover the placeholder) but seriously?

Anyway, laughing about it now, but kind of annoyed at the same time. TA tried to figure out what could have happened and we remain baffled.

 

[DWillowBay]

Just call them. They'll straighten it all out. We have had many glitches over booking a Placeholder after our past 2 cruises (One last fall and one two weeks ago). The first one I booked, or thought I booked, with their Navigator app as prompted, but it turned out that it took the payment but never generated any confirmation number or any correspondence (??). I called that they straightened all that out. Two weeks ago, I thought... I won't book on the app this time. I'll go straight to Guest Services. Well, apparently, GS is not able (some law ?) to send credit card info back to Central booking, so I received correspondence saying that I still needed to pay. ???? Anyway, a call solved the problem. I just don't really understand how this can get so complex every time. There's got to be a way for them to do this more efficiently. But that's just a wish....my heart makes.

 

[ruadisneyfan2]

So, we are totally baffled by what just happened with DCL.

• Just sailed over Halloween with my dad and his girlfriend (my dad has my last name FYI) and they were listed at my address.
• They went to book a placeholder at Guest Services (who apparently couldn't fix their address) and they were told to book as soon as they got home and update their address.
• They did so (and didn't tell me) and the reservation didn't end up going to our TA so he didn't know they had booked anything.
• 2 days ago, my dad's girlfriend got my mom's travel tags for our January cruise.
• DCL also apparently changed my dad's last name to his girlfriend's last name (she realized this when she pulled the paperwork out so we could move their reservation to our TA).
• Our TA was able to fix everything (get my mom's address corrected, my dad's last name fixed, recover the placeholder) but seriously?

Anyway, laughing about it now, but kind of annoyed at the same time. TA tried to figure out what could have happened and we remain baffled.

I think you answered your own question. It all started with your dad and his girlfriend using your address. I'm no expert but we sailed many times with extended family and multiple cabins of same last names but different addresses. Everyone's reservation should have accurate information on each passenger. Check it for accuracy when res is first made and immediately correct any errors.

 

[ruadisneyfan2]

Just call them. They'll straighten it all out. We have had many glitches over booking a Placeholder after our past 2 cruises (One last fall and one two weeks ago). The first one I booked, or thought I booked, with their Navigator app as prompted, but it turned out that it took the payment but never generated any confirmation number or any correspondence (??). I called that they straightened all that out. Two weeks ago, I thought... I won't book on the app this time. I'll go straight to Guest Services. Well, apparently, GS is not able (some law ?) to send credit card info back to Central booking, so I received correspondence saying that I still needed to pay. ???? Anyway, a call solved the problem. I just don't really understand how this can get so complex every time. There's got to be a way for them to do this more efficiently. But that's just a wish....my heart makes.

I wish they'd bring back the future cruise desk. I know there were times it was a hot mess but that's because it was so rarely open. It had such limited hours that when it finally was open, it was a madhouse. If it kept the same hours as Pinochio's Pizza, that would ease the rush.
I know it will never happen.

 

[NephieRN]

I got my moms luggage tags for her transpacific cruise in October and she got my luggage tags for my dream cruise earlier this month. We’ve been sailing DCL for over a decade and have never used each others addresses. Not sure what the disconnect was. Thankfully we live 30 minutes away from each other so it wasn’t a big deal that she was in the middle of the pacific when my luggage tags arrived at her house.

 

[Bruce66]

I agree, bring back the future cruise desk. I just finished a cruise and booked a future cruise place holder using the app and when I got to the choice to use existing TA or not, I did not know the implications of that simple question. I selected "yes" and regret it. I should have said no then decided after the fact to assign it to a TA within 30 days. By choosing "yes" first I cannot get it released. When I called DCL to change it, they informed me the TA (the vacationeer in my case) would need to release it, but when I requested a release they denied the request. Now I am stuck either using them or requesting a refund. It's these types of restrictions that out weight any benefits I would receive from a TA, at least for me.

I think DCL should modify their app and explain better to users that by assigning a TA to the placeholder, that placeholder is now controlled/owned (not sure what the right word is) by them and not the customer.

Edited:

 

[ruadisneyfan2]

I agree, bring back the future cruise desk. I just finished a cruise and booked a future cruise place holder using the app and when I got to the choice to use existing TA or not, I did not know the implications of that simple question. I chose "yes" and that was a HUGE mistake. My TA at that time was "The Vacationeer". When I got home I decided I did not want to use them and handle the booking myself, so I called DCL and they said due to legal reasons "The Vacationeer" owned the placeholder and I would have to have them release it. So I called them and they out right refused to release the placeholder. Now I am stuck using them (NO WAY!). My only other choice is to let the placeholder expire in 2 years and get a refund. Just a buyer beware note. I will NEVER use another travel agent again for scenarios just like this one above. I decided to try a TA to receive an OBC. But that small OBC will end up costing me a lot more in the lost 10% discount the place holder would grant me.
I think DCL should change the app and not offer the 'assign to TA choice", instead grant the place holder to the cruiser and put the responsibility on them to assign it to a TA if they wish. There isn't even a 24 hour or 48 hour buyers remorse period like you do when you purchase a car

You can cancel the placeholders, can’t you?

 

[auntlynne]

Wow. Yikes. And Phew!

Glad it was fixed.

 

[braysmommy]

I got my moms luggage tags for her transpacific cruise in October and she got my luggage tags for my dream cruise earlier this month. We’ve been sailing DCL for over a decade and have never used each others addresses. Not sure what the disconnect was. Thankfully we live 30 minutes away from each other so it wasn’t a big deal that she was in the middle of the pacific when my luggage tags arrived at her house.

Our last cruise, 11th on DCL, my luggage tags came to our home address. My son and Mom, who lives with us, came to my work address. I have no idea how DCL got my work address?

 

[RedHead0186]

AndI agree, bring back the future cruise desk. I just finished a cruise and booked a future cruise place holder using the app and when I got to the choice to use existing TA or not, I did not know the implications of that simple question. I chose "yes" and that was a HUGE mistake. My TA at that time was "The Vacationeer". When I got home I decided I did not want to use them and handle the booking myself, so I called DCL and they said due to legal reasons "The Vacationeer" owned the placeholder and I would have to have them release it. So I called them and they out right refused to release the placeholder. Now I am stuck using them (NO WAY!). My only other choice is to let the placeholder expire in 2 years and get a refund. Just a buyer beware note. I will NEVER use another travel agent again for scenarios just like this one above. I decided to try a TA to receive an OBC. But that small OBC will end up costing me a lot more in the lost 10% discount the place holder would grant me.
I think DCL should change the app and not offer the 'assign to TA choice", instead grant the place holder to the cruiser and put the responsibility on them to assign it to a TA if they wish. There isn't even a 24 hour or 48 hour buyers remorse period like you do when you purchase a car

What would bringing back the future cruise desk do for you in this situation? Sounds like the issue is that you didn't understand your TA's policies, not that there wasn't a future cruise desk.

I'm sorry you had a bad experience with your TA (though if that's the case I'm confused on why you said you wanted to work with them again when you bought the placeholder?). There are plenty of good TAs out there. It's your choice to work with a TA or not, but you experience is not reflective of all TAs. It's not clear to me why you don't want to work with a TA, but perhaps you can try a different agent within the same agency?

DCL doesn't need to remove the 'assign to current TA' choice because it's just that: a choice. If that happened automatically then I would agree. But people are free to choose how they want to handle their placeholder, and if it saves a step by being assigned to the TA at the time of purchase, then why not. You don't have to do it. Just like with purchasing the placeholder itself, it's on the buyer to be aware of all policies related to that purchase/transaction.

And there's no need for a cooling off period; this is not at all like buying a car. I get that you're upset; however, it's not DCL's fault as you had the choice of how to handle the placeholder, and it's not the agency's fault for following their policies.

 

[auntlynne]

I agree, bring back the future cruise desk. I just finished a cruise and booked a future cruise place holder using the app and when I got to the choice to use existing TA or not, I did not know the implications of that simple question. I chose "yes" and that was a HUGE mistake. My TA at that time was "The Vacationeer". When I got home I decided I did not want to use them and handle the booking myself, so I called DCL and they said due to legal reasons "The Vacationeer" owned the placeholder and I would have to have them release it. So I called them and they out right refused to release the placeholder. Now I am stuck using them (NO WAY!). My only other choice is to let the placeholder expire in 2 years and get a refund. Just a buyer beware note. I will NEVER use another travel agent again for scenarios just like this one above. I decided to try a TA to receive an OBC. But that small OBC will end up costing me a lot more in the lost 10% discount the place holder would grant me.
I think DCL should change the app and not offer the 'assign to TA choice", instead grant the place holder to the cruiser and put the responsibility on them to assign it to a TA if they wish. There isn't even a 24 hour or 48 hour buyers remorse period like you do when you purchase a car

You can cancel the placeholders, can’t you?

Is the travel agent bad enough that you would rather give up the 10% discount than use them?

If so, you don’t have to wait 2 years for a refund of a deposit. You can request it now.

 

[Carohs]

But that small OBC will end up costing me a lot more in the lost 10% discount the place holder would grant me.

Why would you lose the 10% discount? You should be able to get the discount on eligible cruises, plus your TAs OBC, if you keep the placeholder. Is your TA that bad, then why did you opt to keep the same TA?

 

[auntlynne]

Deleted.

 

[Carohs]

DCLs IT has been known to be glitchy. Somehow or another my email was tied to DH on our reservation. Although he did get CC status credit for that sailing, it caused all sorts of confusion on the back end that took 3 different calls to IT, before connecting to an agent that was able to figure it out and troubleshoot why DH nor I could see/access our CC status for early booking. The first two agents looked for another email tied the CC#, but they couldn't find one (because of the link via reservation and not a second CC account). Thank goodness it was early booking and not activity booking when we realized there was an issue.

 

[ljhayes]

They did not opt to keep the same TA - it is the default when purchasing a Future Cruise Deposit. Poster did not realize this until after purchase. And TA would not release it (which the guest was requesting).

The question is whether they want to put up with the TA again or willing to just cancel the deposit for full refund (and loss of associated Disney discount.

They did say that they chose to keep the TA (they were aware they had a choice) and then changed their mind afterwards.

 

[lanejudy]

They did not opt to keep the same TA - it is the default when purchasing a Future Cruise Deposit. Poster did not realize this until after purchase.

Actually, the PP has been fairly consistent in his report of this across multiple threads. He DID intentionally mark the box to assign the placeholder to the TA of record; he simply didn't realize it couldn't be changed later:

when I got to the choice to use existing TA or not, I did not know the implications of that simple question. I chose "yes"

@Bruce66 I'm sorry you're having this issue. It would certainly be good business for the TA to release the reservation back to an unsatisfied customer, but contractually not required. It seems as though you are an experienced DCL cruiser, though maybe you never used a TA previously. I'm not sure if there was more to the story about why you used a TA for this sailing, or why you would prefer not to use them again. If they didn't do anything wrong other than not releasing the placeholder back to you, then why not keep the 10% and do a quick sailing where you can book another placeholder? If it's the principal of the matter, you do have the option of cancelling the placeholder and getting back your $250 in the near-term without waiting 2 years.

 

[auntlynne]

@ljhayes @lanejudy - My bad.

 

[Bruce66]

You can cancel the placeholders, can’t you?

Yes I can, and will if I cannot get them to release it. I am an experienced cruiser but a noob when it comes to using a TA so I was shocked to learn that once you assign a placeholder to a TA you no longer control that placeholder even though its in your name and you paid for it. I am still in "talks" with them but have no recourse other than to cancel or use them if they refuse to release it.

 

[lanejudy]

when it comes to using a TA so I was shocked to learn that once you assign a placeholder to a TA you no longer control that placeholder even though its in your name and you paid for it

FYI... that's true of a regular reservation as well. Any contact regarding payments, dates, stateroom, guests, transfers, etc. all must be done through the TA because the TA "owns" the reservation.

 

[happycamper47]

Yes I can, and will if I cannot get them to release it. I am an experienced cruiser but a noob when it comes to using a TA

Curious. Why did you use them to begin with then?