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

[NoodlesMom]

I also have a carnival cruise booked. I got through to them twice last week in under 20 minutes. This can no longer be blamed on finding workers. 4 hour waits are beyond ridiculous at this point. DCL should be ashamed. I’m also a DVC member and waits are no where near this long.

 

[NoodlesMom]

I hung up and called back and chose the book new cruise option. I got through in 5 min and the call was over in 2 minutes. I’m really disappointed in DCL’s phone system. I spend almost 5 hours on hold this morning.

 

[SailorsWhyf]

Shortly.

You keep using that word.

I do not think it means what you think it means.

 

[JerseyDad8691]

I am on a wait for 4 hr 50 mins and still counting. Another friend travelling with me is on a wait for similar 4+ hours... this level of service is ridiculous especially after paying such high prices for 'The Disney Magic'. any tips to get through as i want to cancel my trip...

 

[CaptainAmerica]

I hung up and called back and chose the book new cruise option. I got through in 5 min and the call was over in 2 minutes. I’m really disappointed in DCL’s phone system. I spend almost 5 hours on hold this morning.

I called back, did the "new cruise" option, got through to someone pretty quickly, then he (perfectly friendly, professional, helpful) said he had to connect with the Guest Relations team and it's been an hour.

 

[ukintheus]

I called back, did the "new cruise" option, got through to someone pretty quickly, then he (perfectly friendly, professional, helpful) said he had to connect with the Guest Relations team and it's been an hour.

Same here. Took 1 hour 58 mins total to get a new booking, cancel an old booking and transfer funds. The agent helping me was in an online queue for a hour to get them to transfer the funds to the new booking. It's not just us calling in, the agents are having crazy long waits as well.

 

[lwilliam]

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.

 

[CaptainAmerica]

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.

Of course, and I always do the survey.

 

[Disneylovers]

I called yesterday, first two times, after I put in my confirmation number, I got a busy signal and then disconnected. Then I got through, and waited 4 1/2 hours, before I gave up. This morning, I called DVC first (I’m trying to add ground transportation for the member cruise), got through right away, but the CM was dealing with issues with verifying the transfers were going through. I was on hold for over forty five minutes, while she spoke with IT regarding this. Then I mentioned I was looking at airfare (just to see what they could get for us) and was on hold another half hour, and got disconnected twice (but she called me back). There is a job fair here in Orlando as well next week. I mentioned there was a time I thought about working in the call center, but not anymore, especially since I’m sure they get yelled at a lot for these ridiculous wait times

 

[Blondie58]

I would love to do this job from my home in OH. Could train there and work from here.

 

[BrandyMcD]

And can we discuss the fact that the website is STILL clunky and glitchy?! People wouldn't need to call so much if the website did basic website things. I signed up for a Disney 5k earlier this week and I was SHOCKED at how well ithat site worked. I was in a waiting queue that *accurately* counted down the wait time, then I signed up, then I got a confirmation. That was it.

 

[mousefan73]

No different than most other industries, they can't find people to take the jobs no matter how high the pay. NCL and RCCL last week reported they processed more reservations last week than they have ever in their history and I suspect Disney is in the same situation.
Welcome to year three of a pandemic that is easing, but not going away. Seen more than one "expert" predict this won't ease until 2025 at the earliest.

Has nothing to do with jobs and finding people. Other cruise lines aren’t having this problem right now. I confirm that from cc. Has to do with the fact that the recent IT upgrade Is causing havoc and that many itineraries are starting where people are calling to get answers on Covid based travel requirements/ port changes due to Ukraine and Disney has not been transparent or openly communicating things. Compared to how other cruise lines have handled Covid travel communication Disney is simply apalling.

Also on my upcoming cruise some people have reported this week that their reservation has simply disappeared and they can’t make changes to excursions or onboard activities. Normally this has always rectified itself in the past ( a short glitch) but after waiting one day you want to call.

 

[antmaril]

I just called about 10:03am CST. Waited like on hold for 2 mins. Was talking with an agent by 10:07am.

I think you should buy a lottery ticket.

 

[nancipants]

I would love to do this job from my home in OH. Could train there and work from here.

That’s a good point. Are the DCL call center jobs remote—and not just temporarily? If not, why the heck not? They would have a much larger pool of candidates that way. (If finding people is the real problem, which I don’t believe it is.)

 

[CaptainAmerica]

If finding people is the real problem, which I don’t believe it is.

It's a huge chunk of it.

 

[Cheburashka]

It's a huge chunk of it.

I've had to call several other companies' customer service departments in the past few weeks, including a major airline, and never had anything even remotely approaching the hold times for DCL. So no, it isn't something that's ubiquitous in the current customer service industry. It's a DCL problem that DCL is responsible for.

Like others, I've twice managed to bypass the multi-hour waits (the one time I waited 5 hours to change my dining time was enough for me) by selecting the "book a new cruise" option, even though that wasn't my reason for calling. The help I needed was uncomplicated (private dining request, transfers, gratuities, etc.), so the agent was able to help me quickly. Each call took less than 30 minutes total including the wait and the help.

It says it all that DCL has short waits for those booking a new cruise, and several hour waits for those who have already handed over their money.

 

[CaptainAmerica]

I've had to call several other companies' customer service departments in the past few weeks, including a major airline, and never had anything even remotely approaching the hold times for DCL. So no, it isn't something that's ubiquitous in the current customer service industry. It's a DCL problem that DCL is responsible for.

Your good luck isn't evidence of the health of the system. I've waited on hold with JetBlue for several hours on multiple occasions in the past few months. One day I kicked off a live chat with them at 10am and didn't get an associate until 6pm. My wife got stuck in a Wendy's drive thru line with no way out for 45 minutes.

 

[Annabell]

To me, it is totally not acceptable to have to wait for more than 3 hours on the phone. They really need to hire more people for their call centre.

 

[tvguy]

Has nothing to do with jobs and finding people. Other cruise lines aren’t having this problem right now. I confirm that from cc. Has to do with the fact that the recent IT upgrade Is causing havoc and that many itineraries are starting where people are calling to get answers on Covid based travel requirements/ port changes due to Ukraine and Disney has not been transparent or openly communicating things. Compared to how other cruise lines have handled Covid travel communication Disney is simply apalling.

Also on my upcoming cruise some people have reported this week that their reservation has simply disappeared and they can’t make changes to excursions or onboard activities. Normally this has always rectified itself in the past ( a short glitch) but after waiting one day you want to call.

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.

 

[Disneygirlxo91]

I don’t understand why they don’t have a call back option like many companies. This is a massive company and if they are going to have these wait times there is no reason why they can’t allow you to choose to have a call back.