Pop Century Reservation Nightmare

[dizneygirl55]

Having been in a customer service call center for over 10 years, I can understand the client and the customer representatives side. If you are not getting the service that you expect-and we expect the best from Disney and will only accept the best-then you need to be assertive and firm to speak with someone that can assist you. Have them call you back the same day or at a time that is more convenient for YOU. They will. I have seen a large turnover in customer service call center representatives due to burn out. Taking call after call is demanding and it is not normal to be nice 8 hours a day. Disney is the exception and as customers-we do not want to hear about their problems or training issues. We want to be away from all of that and have fun. We are going on vacation and choosing to spend our valuable time and hard earned money with Disney. There are some people that are born to do this and some that no matter what type of training and information is given-they never get it and should not be in that postion! But hang in there and soon it will be Magical once again for you!

 

[susy]

I have also worked in customer service. I think planning vacations for people is a bit different than dealing with cancelling people's car insurance due to non-payment. I think that off the bat, people are happy when they first call up. And if not, the customer service rep should listen, be sympathetic and assure them that they will do all they can to fix it. And CONFIRM everything before you let the customer go!

What's with all the putting you on HOLD???? That never happened before. You just did the whole thing at once. The last few times, I have been put on hold serveral times during the call. WHY???????

I am seriously thinking of having DU do my ressies from now on just so I don't have to deal with CRO (this new CRO). What happned to all the old CRO-did they get kidnapped or something?

 

[SparkyC]

Magicmaker, (and any other interested folks...)

Yes, this thread as well as others (both on this board and others) make evident the fact that people are having serious quality of service issues with the WDW reservation center.

Based on your posts in this thread and others, you sound quite knowledgable and seem to have the insiders perspective, in fact I do wonder if you are associated with Disney.

I've said it before and I'll say it again---what happened to me does not seem to be an isolated incident, nor was it a case of "one bad Apple". I spoke to six people, and was denied the opportunity to speak to anyone in "Guest Services" at the reservation number, rather I was put on hold (on long distance for a grand total of 20+ minutes if you add it up) while the Reservations CM spoke to the Guest Services staff.

There are no two ways about it, in my opinion: the level of customer service in the reservation centers, that attitude of CM's picking up the phone, as WELL as the system for responding to "issues" needs to be addressed, and it needs to be addressed FAST. That phone call is where the vacation begins, and where the Magic SHOULD begin.

I have vacationed with Disney many times, but will no more if this is what I have to go through to make a reservation. My own Disney HONEYMOON plans are on hold based on this experience, and I cannot imagine that I am the only one.

 

[harleyquinn]

I wonder if this is the kind of thing we're going to have to come to expect from Disney. After following the Roy Disney disaster and reading everything on www.savedisney.com I'm very concerned with the fate and direction of the company I have grown up loving...

 

[magicmaker]

SparkyC

I should begin by saying that my comments are based soley on my experience making reservations through the Walt Disney World Reservation Center (something I do quite often).

I also want you to know that I agree with you that there are systematic challenges at the Reservation Center. This is not to say that all Reservation Cast Members are bad. On the contrary, I am often delighted by the exceptional service I receive from Reservation Center Cast Members. On the other hand, it is becomming more common to encounter Cast Members who are unable to provide knowledgeable and friendly service. While this is often the norm at other companys, we expect more from the Walt Disney World Resort (as I believe we should).

I belive the issues you have addressed are very valid concerns. You should be allowed to speak with Guest Services at any time during your reservation process. Additionally, time on hold should be minimized. After speaking with many Cast Members and managers, I am convinced that the Walt Disney World Resort (as a whole) is dedicated to making sure that every experience at Walt Disney World exceeds your expectations (including the reservation process). I also believe that often they are falling short of that mark at the Walt Disney World Reservation Center.

I am inclined to believe that the problems at the Reservation Center are mostly based on the number of new Cast Members and on the change of reservation software. I was recently informed that Walt Disney World is in the process of upgrading their reservation system to better serve Guests. That transition has been difficult for Cast Members who often must coordinate information between two incompatible systems. (leading to time on hold) Additionally, they must learn a completely new piece of software while still working with the older software. While I do not believe this is a valid excuse for poor service, I do believe it indicates that the challenges we are encountering with reservation Cast Members are temporary and not an indication of a trend.

It is important that we inform Walt Disney World when our expectations are not met so they may address our challenges. I sincerely hope that we will begin to see a higher quality of service at the Walt Disney World Reservation Center so that we can enjoy our vacations from beginning to end.

 

[Naisy68]

There is a toll-free number to call, I've used it myself. I don't know why it's not published. I read about it on the budget board. It is 1-800-828-0228. That might make the pain of making ressies a little better. In my experience, if the CM, I begin my conversation with is crabby, I hang up and call again until I get someone that is in a Disney mood. I hope this helps!

 

[Sammie]

Originally posted by Naisy68
There is a toll-free number to call, I've used it myself. I don't know why it's not published. I read about it on the budget board. It is 1-800-828-0228. That might make the pain of making ressies a little better. In my experience, if the CM, I begin my conversation with is crabby, I hang up and call again until I get someone that is in a Disney mood. I hope this helps!

Isn't this the number to Walt Disney Travel Company? Will they connect you to Central Reservations if you use this number.

 

[Naisy68]

My mistake, Yes, that would be for the travel company, I think. I just know that is where I made my reservations and it's the same as when I call the 1-407 - WDisney number. It's the same message and everything. So if I've confused anyone, I apologize. Now, I'm confused. I thought that it was the Disney reservations line.

 

[kadaten]

Originally posted by magicmaker
SparkyC
I am inclined to believe that the problems at the Reservation Center are mostly based on the number of new Cast Members and on the change of reservation software. I was recently informed that Walt Disney World is in the process of upgrading their reservation system to better serve Guests. That transition has been difficult for Cast Members who often must coordinate information between two incompatible systems. (leading to time on hold) Additionally, they must learn a completely new piece of software while still working with the older software. While I do not believe this is a valid excuse for poor service, I do believe it indicates that the challenges we are encountering with reservation Cast Members are temporary and not an indication of a trend.

Yes, same thing I heard from the CM's while I was planning my trip in the fall. They had a completely new system installed in October, just before the Magical Gatherings programs started, at the same time they hired a large number of new CM's. Quite a lot of challenges all at the same time! For my part, most of my problems were with extreme amounts of time on the phone required to get anything done. One of many examples... I called in to pay for a special event....just had to give them 3 credit card numbers for the 3 families attending. That call took 2 hours and 15 minutes!! The cruise was already reserved, they had all the names, etc. They just needed to put in the payment. Luckily for me, I have unlimited long distance, but I don't normally have that kind of time to hang on the phone!! We happened to be on vacation that morning (at WDW, no less!) and I called as soon as I got up..."to get it done so we could start the day"....2 hours later, I'd dressed with the phone on my ear, eaten breakfast (apologizing to the CM who was likewise apologizing to me), packed our backpacks, loaded the car, and ridden to the parks (we were 20 minutes off site) and taken the tram to the gate!! Not what I'd expected when I called.

Just made new ressies a couple days ago. Had been told in December they were getting a MAJOR upgrade to the new software and it should fix a lot of the problems. When there were lots of delays in getting the names input, I asked....and was dismayed to hear the CM say it hadn't gotten any better with the upgrades, and it didn't look like it would be any time soon! YIKES!!

Here's a link to some previous threads on this subject...
http://www.disboards.com/showthread.php?s=&threadid=476183

http://www.disboards.com/showthread.php?s=&threadid=483541

Luckily, I got nice CM's who were hindered by their computers most of the time. Group dining wins my rude CM award...but that's another story...
Katie

 

[QJ411]

Originally posted by SparkyC
That phone call is where the vacation begins, and where the Magic SHOULD begin.

This is true. I recently called to make ressies to go back in May and the CM was not amused w/ my wanting to make reservations. Which was ok, she may have been having a bad day. But by the end of the call, she was better and I felt better about my vacation. I had to call back to ask for a chance (requesting smoking room at WL) and this CM made a big fuss about it! I told her I know the smoking room request isn't guaranteed, but I'd like to request it anyway. SILENCE...hello? Then after a long fustrated sigh, she tells me...of course it's guaranteed, we don't want smokers in the NON smoking rooms...SILENCE.

Well, that was the short of the story, but I don't like calling to make ressies anymore. I always get stuck with someone who's not so friendly. At this point, I'm not asking for someone with a GREAT DISNEY HAPPY GO LUCKY ATTITUDE, just let me make my ressies with someone who isn't NASTY and has one ounce of care.

Sorry, had to get that off my chest...


BRING BACK THE MAGIC! SAVE DISNEY

 

[Tigger&Belle]

In my 4 or so calls lately to make or update a ressie all of the people have been good. Yesterday's person wasn't the most friendly (more on the "business-like" that I prefer), but she did nothing wrong. All the others were very friendly.

No doubt there are bad apples in any group. Hopefully there are more good, friendly ones and the bad ones will stand out and be fired eventually.

T&B

 

[susy]

T &B,

were you put on hold at all while you were speaking to the CM?

 

[Sammie]

Originally posted by Naisy68
My mistake, Yes, that would be for the travel company, I think. I just know that is where I made my reservations and it's the same as when I call the 1-407 - WDisney number. It's the same message and everything. So if I've confused anyone, I apologize. Now, I'm confused. I thought that it was the Disney reservations line.

The deposit for reservations made by the travel company is different from room only reservations made by Central Reservations is as the cancellation policy.

I am not aware of any toll free number that will directly connect you to Disney Central Reservations.