Poor Customer Service Thru DDisney Cruise Lines

[completepro4u@aol.co]

Hi there I just wanted to see how many other disappointed cruisers are out there with Disney. We had booked a DCL trip to Costa Maya on the magic this year sailing on 9/27/08 and come to find out that Disney has change to visit to grand Caymans instead due to the hurricane dean from last year. Disney advertised this cruise as a special cruise and charged for it as well and now they have changed the trip to Grand Caymans and not willing to apply any onboard credit back to anyone even though we paid extra to go on this trip.

There are 6 of us going and we booked 2 cabins. We have called, wrote emails and even sent letters thru the mail and Disney is not willing to do anything. This is poor customer service. We understand that the cruise lines have the right to change the trip but come on don’t charge me extra money to go somewhere and than not do something for the people sailing on that cruise.
If there are any other cruisers out there that are disappointed I would like to hear from you all. Also if anyone has any suggestions on what to do please pass them ideas along.

Your disappointed Disney Cruise Line guest.

Brian
Completepro4u@aol.com

 

[dadorzey]

I'm also on this same cruise,how did you determine that there was a higher cost associated with this cruise.I also hate to pass on more bad news but they also sent a message out today saying that our first stop at castaway cay will be shorten by 2:00 hours with all aboard at 2:30 instead of 4:30. What would you suggest the compensation should be for your dissatisfaction. It will still be a blast , keep your head up and make the best of it, at least we have enough warning to plan ahead instead of bad weather forcing us elsewhere. I'm sure we will all have a great time no matter where we end up.

 

[CraftyMouse]

DCL has the right to change the itinerary at any time. They replaced Costa Maya with Grand Cayman because they felt that Costa Maya would not be ready in time for the scheduled sailings. While I can understand your disappointment, I do not see any negligence/error on DCL's part.

 

[two-foxes]

I know you are disappointed, but after being to both ports on DCL, I would be jumping for joy about going to GC rather than Costa Maya . Just my opinion, though.

Are you within your window to cancel? If you are that unhappy, rebook on another cruise if possible or another cruiseline for the same dates and an itinerary that suits you better. Whatever you do, good luck and have a great vacation. Any day on vacation is better than a day at work!

 

[lg3]

I don't know all that much about the itinerary change, but I would welcome GC over Costa Maya anyday...........

 

[NewfieMom]

My understanding is that it is a special cruise because it's 2 stops at Castaway Cay. Sorry to hear you're disappointed with the change - I'm just happy we're going (same cruise, Oct. 25th sailing)!

Must say, not liking the idea of an early CC day - but will give us more time on the ship. Like previous poster said, at least we're not at work, and I'm out of here and in warm climates in October - after that, it's just gravy!

 

[TiaMaria]

I'm sorry for your disappointment Brian, but you must read your entire cruise contract before complaining about changes to the itinerary - Disney explicitly reserves the right to make ANY itin changes at ANY time.

Also, IMHO - it is not poor customer service for Disney to operate within the guidelines of their contract - that you agreed to by booking and putting money down on a cruise. Just because one does not get what one wants - it is not poor customer service. That's like a child saying they have a bad parent when the child doesn't get his own way.

That being said - you still have a pretty great itin - don't let the change bring you down - plenty to be excited about on that itin.

 

[disneypoor]

I'm on the DD cruise for the week of Thanksgiving. I'm not upset at all about the ship going to Grand Cayman instead of Costa Maya as both are new ports for my family. However, I am surprised that Disney still hasn't contacted us to let us know about the change. This is the first I've heard about the first CC day being shortened. I'm fine with the changes but would like to hear officially from Disney. Thank goodness for the DIS! If I could have a dollar for every time I've said that, I'd be able to afford airfare!

 

[PizzieDuster]

I'm also on this same cruise,how did you determine that there was a higher cost associated with this cruise.I also hate to pass on more bad news but they also sent a message out today saying that our first stop at castaway cay will be shorten by 2:00 hours with all aboard at 2:30 instead of 4:30. What would you suggest the compensation should be for your dissatisfaction. It will still be a blast , keep your head up and make the best of it, at least we have enough warning to plan ahead instead of bad weather forcing us elsewhere. I'm sure we will all have a great time no matter where we end up.

Brian, I hear you with being disappointed in changing of the ports. I would be more upset with the lost time at Castaway Cay! All aboard at 2:30 means at 1:30 you'll be thinking about packing up to leave, right after lunch. Or if you want to miss the crowd, you'll be thinking of packing up earlier. Or be the last ones there and wait in line and then enjoy the crowded pools on the ship as you are departing the most beautiful island! That would get me upset.

But I would change my sail date. Hopefully that will be an option for you. Otherwise, enjoy a great cruise

It's so wonderful................. this Mex.Riv. itin. is a bit chilly....but It's a cruise!

 

[Selket]

I am on the same cruise and I paid less for it than I did my other Western cruise I took last year. I don't think this one was more expensive. It is much more expensive to sail in the summer or holiday times.

If there happened to be a hurricane out in the Atlantic that week (knock on wood not!) then we could end up sailing to other ports (like an EAstern) or missing ports. You always take that chance sailing in the Fall.

 

[lovmy2girls]

I can understand where you are coming from......I wanted to take the costa maya cruise for the ruins but the trip fell during the holidays execept for Oct. and we couldn't go then...If I remember correctly, so that might be the extra cost....the time of month of the sail.

 

[SWORDFISH]

My understanding is that it is a special cruise because it's 2 stops at Castaway Cay. Sorry to hear you're disappointed with the change - I'm just happy we're going (same cruise, Oct. 25th sailing)!

Must say, not liking the idea of an early CC day - but will give us more time on the ship. Like previous poster said, at least we're not at work, and I'm out of here and in warm climates in October - after that, it's just gravy!

Interestingly, the change is only for the 9/27 and 11/14 cruises. The 10/25, 11/22 and 12/20 will be at CC from 8:30-5:00. There must have been a scheduling problem at the other ports. The former two cruises go from CC to Grand Cayman to Cozumel. While the latter go from CC to Cozumel to GC.

The itineraries are now on the DCL site.


SF

 

[Pluto 2]

I been to costa maya you are not missing much

 

[safetymom]

What exactly do you want them to do for you?

 

[WDWLVR]

First off welcome to the DIS and the DCL forums.

I'm sorry you are disappointed in DCL having to change ports but unfortunately that is the nature of cruising. If you read your cruise contract you'll see that DCL has the right to change ports at any time. They don't like to change any more than you do but they do it to give the best experience to the cruisers. So when storms hit they go away from the storms and to other ports. Sadly Costa Maya was badly damaged in that hurricane and isn't ready to accept ships back yet (at least not to the quality level DCL is looking for).

I hope you can still enjoy your cruise but I don't see where you are due any compensation for a change in itinerary.

 

[Grandma4ever]

I am on the same cruise and I paid less for it than I did my other Western cruise I took last year. I don't think this one was more expensive. It is much more expensive to sail in the summer or holiday times.

If there happened to be a hurricane out in the Atlantic that week (knock on wood not!) then we could end up sailing to other ports (like an EAstern) or missing ports. You always take that chance sailing in the Fall.

I am with you here. I am booked on both the 9/27 and the 10/4 cruise. The 10/4 is the standard Western and it costed me 293.34 dollars more than the alternative Western. So the special cruise was less expensive.

I too am disappointed that we are not going to Costa Maya but such is life and I will make the best of the changes and believe that it will all work out. You still have the chance to change your dates or even pick a different line. If the ports are that important you might want to consider making a change.

As far as the 2 hours less at Castaway I believe it is out of DCL hands. Whatever you choice enjoy your Vacation.

If you decide to stay with DCL please feel free to join our Cruise meet thread "The double Dip Delight" We have made some plans to increase our cruising pleasure.

 

[26555]

I been to costa maya you are not missing much

I've heard that before but its still very dissappointing for cruisers going in Nov and Dec from the Southeast that have access to a beach. With 2 CC stops, and thinking the water will be too cold for us, it was nice to think of touring the ruins, something non-beachy, when it was not too hot.

Also, other ships are returning to Costa Maya so its not obvious DCL needed to switch Nov and Dec sails, even if Sept and Oct could not make it. Sept and Oct sails are offseason and alternative ports like GC might be nice that time of year. For the Holiday sailings in Nov and Dec there are 6 other large ships on the island that previously had a 5 ship limit before ships got so big and there are extra land based vacationers those weeks as well. Its a trade of a docking port with at most one other ship to tendering in GC in a chaos of crowds.

Just some info for those thinking a GC switch might be nice. It probably depends on when you compare it to. If there were 2 other ships in port and the water was nice to swim in; you had a different experience than Nov and Dec cruisers. With 2 days at CC, we would have preferred even a less than optimal Costa Maya experience than another beach day. The ruins are still there and operators to do tours, the beach is still there for those that want it and much less crowded than GC and most other ships with CM in the iternary are returning by Nov.

If I understand the website, its a little confusing in the posting, GC ashore to onboard time is 11am-4:30 which, with tendering, makes most excursions impossible or rushed. I'm hoping this is a mistake as I don't understand why they would get there so late when the day before is an at sea day. Maybe all the other ships have the tenders reserved so we might as well get there late as we couldn't get ashore anyway.

 

[Grandma4ever]

If I understand the website, its a little confusing in the posting, GC ashore to onboard time is 11am-4:30 which, with tendering, makes most excursions impossible or rushed. I'm hoping this is a mistake as I don't understand why they would get there so late when the day before is an at sea day. Maybe all the other ships have the tenders reserved so we might as well get there late as we couldn't get ashore anyway.

Not sure where you got that info but this is off the web site:
7-Night Western Caribbean Cruise
Ship:
Disney Magic®

Ports of Call:
Key West
Grand Cayman
Cozumel
Castaway Cay


Cruise Itinerary:
All 7-Night Western Caribbean Sailing Dates except for 9/27/08, 10/25/08, 11/22/08, 12/20/08 and 11/14/09 (see below) Day Port Ashore Onboard
Saturday Port Canaveral — 4:00 p.m.
Sunday Key West 11:30 a.m. 7:30 p.m.
Monday At Sea — —
Tuesday Grand Cayman 7:30 a.m. 4:30 p.m.
Wednesday Cozumel 9:30 a.m. 6:30 p.m.
Thursday At Sea — —
Friday Castaway Cay 9:30 a.m. 5:00 p.m.
Saturday Port Canaveral 7:35 a.m. —

Cruise Itinerary:
9/27/08 and 11/14/09 Only Day Port Ashore Onboard
Saturday Port Canaveral — 4:00 p.m.
Sunday Castaway Cay 8:30 a.m. 2:30 p.m.
Monday At Sea — —
Tuesday Grand Cayman 7:45 a.m. 4:30 p.m.
Wednesday Cozumel 8:00 a.m. 6:30 p.m.
Thursday At Sea — —
Friday Castaway Cay 9:30 a.m. 5:00 p.m.
Saturday Port Canaveral 7:35 a.m. —

Cruise Itinerary:
10/25/08, 11/22/08 and 12/20/08 Only Day Port Ashore Onboard
Saturday Port Canaveral — 4:00 p.m.
Sunday Castaway Cay 8:30 a.m. 5:00 p.m.
Monday At Sea — —
Wednesday Cozumel 8:00 a.m. 4:45 p.m.
Tuesday Grand Cayman 11:00 a.m. 4:30 p.m.
Thursday At Sea — —
Friday Castaway Cay 9:30 a.m. 5:00 p.m.
Saturday Port Canaveral 7:35 a.m. —



Opps I guess I didn't read down to the second set of times. I do hope that is a typo. Would be calling DCL ASAP to check. Will mess up those who have booked shore Excusion independently. So far it seems that the one (9/27) I am on is OK but who is to say what tomorrow will hold.

 

[karibritt01]

The difference in price may not be just because of the special itenerary. When we looked at booking, the special cruise would have been about $500 more for my family. The first 3 weeks in Oct were the same, but the 4th week went down again by several hundred dollars. Point is... the price could be higher because it is closer to peak season than off season, and could have been higher regardless of the intenerary.

 

[lbgraves]

Interestingly, the change is only for the 9/27 and 11/14 cruises. The 10/25, 11/22 and 12/20 will be at CC from 8:30-5:00. There must have been a scheduling problem at the other ports. The former two cruises go from CC to Grand Cayman to Cozumel. While the latter go from CC to Cozumel to GC.

The itineraries are now on the DCL site.


SF

That makes total sense. I would be grateful that DCL is not taking you to a port before it is ready for tourists again. We were on the second cruise to go to Cozumel in 2004 and they were NOT ready. Mud was still piled up on the sidewalks, glass was missing from store fronts and yellow police tape was up around many places near the shore. We went on the DD cruise in 12/06 and found it to actually cost less than the other itineraries when those cruises were released. The extra port on the cruise is CC, which is why it is such a special cruise and we would jump at the chance to do the same thing in the future. Not sure that I have ever seen that DCL charges a port fee for CC.

I've heard that before but its still very dissappointing for cruisers going in Nov and Dec from the Southeast that have access to a beach. With 2 CC stops, and thinking the water will be too cold for us, it was nice to think of touring the ruins, something non-beachy, when it was not too hot.

We went on the 12/9/06 cruise and it was still very hot on the tour of the ruins with David. We have been on the regular western and eastern in early December as well and the weather has always been very hot in all the ports.

Also, at CC if you can stand the cold for a few seconds, you will be okay in the water at CC. It kind of numbs you. LOL! The kids have never minded and they spend the entire time running in and out of the water.

Also, other ships are returning to Costa Maya so its not obvious DCL needed to switch Nov and Dec sails, even if Sept and Oct could not make it. Sept and Oct sails are offseason and alternative ports like GC might be nice that time of year. For the Holiday sailings in Nov and Dec there are 6 other large ships on the island that previously had a 5 ship limit before ships got so big and there are extra land based vacationers those weeks as well. Its a trade of a docking port with at most one other ship to tendering in GC in a chaos of crowds.

Again, DCL has sent reps to CM to inspect things and going by their standards the port will not be ready. If DCL returned before they felt CM was ready for their guests to enjoy it, there would be many posts complaining about that. We were very disappointed in our stop at Cozumel after it was hit by the hurricane.