I am sympathetic to the position Disney is in, but also disappointed. We have a stay that is/was scheduled to start tomorrow (the 14th) through next weekend. I don't see the option to cancel or reschedule online or through the app. The policy online still states they will refund for stays starting the 16th, so I'm unsure if they will automatically refund our nights for the 14th and 15th. I'd like to think Disney will, but am unsure.
After multiple attempts where all circuits were busy, we spent 45 minutes on hold yesterday and once Disney answered, the call disconnected. I blamed my phone service at the time, but now think it was on the Disney system (read on to find out why).
After multiple more attempts, we got through after waiting on hold about 2 hours. We actually had a very friendly CM trying to help us reschedule for the fall. Then she stated before the virus issues, their system was already going through some "magical enhancements" and her system was locking up. She was unable to complete our changes and said she'd need another department to help, but unfortunately, that would result in starting over in another hold line. I asked if she could place a note in our file, which she said she couldn't because her system was down, but that the call was recorded so their would be record of us trying to change before arrival. She went ahead and transferred us and after many more minutes on hold, their system disconnected us.
Today we have tried multiple times again and once finally getting past the "all circuits busy" issues, we have been dropped 3 more times, once after they answered again. I can't even count the hours of hold time thus far. We have tried different phones and been in different locations, so the calls dropping I'm convinced on not our side.
I don't see any emails, etc. to reach out to them. The online chat did answer, but said they are unable to make reservation changes through that system. I have messaged them on Twitter with no response as well.