Reservation cancelled!

[Geoff101]

We are due to cruise on the Dream March 28. I just received an email unfurling me that my cruise reservation was cancelled! It was fully paid for and is still appearing in the navigator app as a live paid for reservation. What’s going on?

am currently on hold to customer services. Been 2 hours 15 on hold so far. My first Disney experience and I got to say I’m highly unimpressed. Any thoughts anyone?

 

[HeatherLassell]

We are due to cruise on the Dream March 28. I just received an email unfurling me that my cruise reservation was cancelled! It was fully paid for and is still appearing in the navigator app as a live paid for reservation. What’s going on?

am currently on hold to customer services. Been 2 hours 15 on hold so far. My first Disney experience and I got to say I’m highly unimpressed. Any thoughts anyone?

Oh my. I have never had that and I've done 6 cruises already. I'm going to ere on the side of STAY ON THE PHONE but most likely the email was just sent in error.

What happens if you log in to the DCL website? Does it still show under "my reservations"? EDIT Apparently I read too fast. If it's still showing there I am sure you're fine. Luckily DCL is a 1800 # with good Disney hold music. But I assume it was an error. People have been getting weird emails by mistake lately.

 

[CaptainAmerica]

The DCL website has been severely broken for about a week.

I'm almost having the opposite problem (which admittedly isn't as bad). I've been getting email confirmations of my reservation about twice a day for the last three days.

 

[Geoff101]

Ok. Panic over. I think.
Phone was answered after 2 1/4 hours. Was then put on hold then 15 mins later cut off.
meanwhile I realised that the reservation number in the email didn’t match our reservation. Someone actually booked this our behalf and had a problem initially Witt the credit card being rejected. She then did it again and it went through. I suspect this email is cancelling the first one as it was never paid for and never completed so far as we knew.Our real reservation is still live so I guess all good. Not impressed by the wait time tho!

 

[HeatherLassell]

Ok. Panic over. I think.
Phone was answered after 2 1/4 hours. Was then put on hold then 15 mins later cut off.
meanwhile I realised that the reservation number in the email didn’t match our reservation. Someone actually booked this our behalf and had a problem initially Witt the credit card being rejected. She then did it again and it went through. I suspect this email is cancelling the first one as it was never paid for and never completed so far as we knew.Our real reservation is still live so I guess all good. Not impressed by the wait time tho!

Glad it's figured out. And just know this huge waiting time for phone is really unusual outside of new itinerary release dates. Otherwise I've never had an issue calling and getting someone in less than 20 minutes.

 

[Kwami]

Glad it's figured out. And just know this huge waiting time for phone is really unusual outside of new itinerary release dates. Otherwise I've never had an issue calling and getting someone in less than 20 minutes.

The wait times have been like this since the restart, though. You might get lucky sometimes, and early mornings aren't usually as bad, but otherwise we've seen complaints about 2 hour+ wait times since last August. I think it's because they're understaffed, like everyone else is, but also because their systems are just bad. My TA spent more than two hours on the phone in February to cancel one cruise and book two other ones. It really shouldn't take more than 20 minutes!

 

[mmouse37]

Its a perfect storm of things that are causing the long wait times....the restart with way less staff on the phones, a few new itinerary releases, pretty frequent DCL and different country policy changes which cause people to call, vaccination requirement changes and to top it off the two day system upgrade which seemed to have caused a multitude of different issues with peoples' reservations. Believe me...I have cruising with DCL since 1998 and this year has been the worst for wait times...it not always this bad.

MJ