"Thank you for continuing to wait. One of our agents will be with you shortly."

[mousefan73]

Not saying it isn't worse since the IT upgrade, but just look at these boards before the upgrade, phone hold times were a huge issue.
And I follow two YouTube travel vloggers who are also Travel Agents, and they say this is an industry wide issue. They are waiting hours on reaching the cruiseline reps who handle Travel Agent bookings exclusively.

I called many times beginning of December and never waited more than 20 minutes. It is strange how extreme it’s gotten

 

[Sykes]

Not saying it isn't worse since the IT upgrade, but just look at these boards before the upgrade, phone hold times were a huge issue.
And I follow two YouTube travel vloggers who are also Travel Agents, and they say this is an industry wide issue. They are waiting hours on reaching the cruiseline reps who handle Travel Agent bookings exclusively.

In my experience there were brief periods of industry-wide issues, usually any time there was an event that triggered a lot of modifications (COVID spikes due to new variants, Ukraine war, etc.), but in all of those cases the other cruise lines I work with were back to normal within a couple of days. Similarly, for airlines it can get bad for a period of time if there is a bad storm that creates widespread disruptions, but it returns to normal pretty quickly. These persistent and long-term terrible wait times are unique to Disney.

 

[tvguy]

I called many times beginning of December and never waited more than 20 minutes. It is strange how extreme it’s gotten

Been an issue for a while according to DISers. https://www.disboards.com/threads/dcl-telephone-wait-time.3862952/#post-63634574

 

[ichoose2believe]

Been an issue for a while according to DISers. https://www.disboards.com/threads/dcl-telephone-wait-time.3862952/#post-63634574

Was for us prior to our Feb cruise. We had wait times that lasted 2-3 hours back in Nov/Dec. Seems like the recent "updates" didn't help matters.

 

[vypermajik]

I'm rounding an hour now. I was unfortunately disconnected after 20m the first time. I just play it on speaker on the background while I work. I think I've heard the entire play list two or three times now. On the flip side though, I've never felt rushed on the phone when I finally do get an agent. So it goes both ways, I guess.

- Jim

 

[meremac]

Today the automated system said my wait time was going to be zero minutes. I chuckled. FTR it was NOT zero minutes lol.

 

[Disneyland_emily]

I used the 833-325-2392 line and got through in minutes today..

 

[G.Tyler]

Please, PLEASE be kind to the cast member IF you get through, it is the SYSTEM’S fault, NOT the cast member…every cast member we have talked to was over the top kind.

... not exactly true. As with any other occupation, there are employees who choose to do as little as they can get by with. An example being last week I had a issue with DCL which needed to be dealt with. The C.M. after listening to me stated that what I needed was "not a problem" and that she would immediately resolve the issue and make note of it on my res. Several days ago, I was speaking with a team supervisor who was appalled when she checked and there was no mention on my res. that the C.M. made any change or even mentioned that we had a conversation. The supervisor dealt with the issue and was somewhat embarrassed to apologized for the poor performance of the C.M. System's as you mentioned being at fault , really are not. It's the mediocre performance of those running the systems that are at fault.

 

[DCLMP]

Interestingly, I live in Tampa and I have been hearing a ton of commercials for a Disney Call Center job fair.

I'd do this part-time for the cast-member discounts.

 

[ruadisneyfan2]

I completely agree with Captain America (OP). Since DCL states at the beginning of each call that this is all due to a "recent systems upgrade", they should be laser-focused on fixing the upgrade. Or reboot to prior to the upgrade and reinstall when the glitches are fixed.

The Disney halo effect is wearing off. Do better, please.

They say this because it sounds a lot worse to be honest, "Sorry for the wait, but no one wants to work for us because we pay peanuts. Press 2 if you're desperate for a low-paying job with long hours and angry customers. All other customers, continue to hold please."

Now, more than ever, a TA is priceless.

 

[LiZaArd]

I used the 833-325-2392 line and got through in minutes today..

I did the same and was through with an agent in literally 1 min 30 seconds.

 

[ruadisneyfan2]

I'd do this part-time for the cast-member discounts.

I wonder if they work from home.

Our former hospital administrator said his wife worked at a local Disney store for the CM perks and cruise discounts. I wouldn't mind spending my Saturdays on a wireless headset answering calls while folding laundry. Castaway Club members at least would be knowledgeable about DCL, much more so than the average person off the street.

 

[LiZaArd]

The rep I spoke with sounded like she was in a more “home” environment vs “call center” one.

 

[Groot]

Has anyone noticed that after the 1st hold song finishes, they DON’T GIVE YOU an ESTIMATED WAIT TIME anymore?

 

[ruadisneyfan2]

The rep I spoke with sounded like she was in a more “home” environment vs “call center” one.

Sometimes you can tell. Our interpreter service at our hospital, where we can get an interpreter for 100+ languages, is definitely home-based. Sometimes I hear water running in the background.
Sometimes at offices, I've heard another rep in the background asking the same questions that my rep asked me.
Whatever works.

 

[ruadisneyfan2]

I'd do this part-time for the cast-member discounts.

They have a FT job listed and one needs to live within 75 miles of Celebration, FL. Oh well.
https://jobs.disneycareers.com/job/...line-celebration-fl-full-time/391/27042257152

 

[LiZaArd]

Sometimes you can tell. Our interpreter service at our hospital, where we can get an interpreter for 100+ languages, is definitely home-based. Sometimes I hear water running in the background.
Sometimes at offices, I've heard another rep in the background asking the same questions that my rep asked me.
Whatever works.

That is true! And hopefully given the wait time I had, they’ll hire more to work from home and it’ll help alleviate the the long wait times others have dealt with!

 

[Disneyland_emily]

They work from home but their offices just re-opened so it may start moving back soon…

 

[DCLMP]

I wonder if they work from home.

Our former hospital administrator said his wife worked at a local Disney store for the CM perks and cruise discounts. I wouldn't mind spending my Saturdays on a wireless headset answering calls while folding laundry. Castaway Club members at least would be knowledgeable about DCL, much more so than the average person off the street.

After 26 DCL cruises I think I could answer just about any question. I work in healthcare and cut back on my hours a few months ago. I’ve been thinking about looking for something easy and stress free part time that’s not healthcare. I would totally do this a couple days a week if I could work from home. The cruise discounts they get would be worth it I just got off a San Diego sailing. There were lots of Disney cast members as guests on the ship.

 

[DCLMP]

They have a FT job listed and one needs to live within 75 miles of Celebration, FL. Oh well.
https://jobs.disneycareers.com/job/...line-celebration-fl-full-time/391/27042257152

We we plan retiring in Florida in 10-15 years so maybe then.