They Don't Make It Easy

[Strikan]

This is definitely the only time I am doing this. Will use a TA going forward. Luckily it was a snow day in New York so I just worked from home while all this was going on.

 

[Stevee1982]

Finally got through. Have tried off and on since 8 am

 

[ProgressCity]

The thing is that the training to be a DCL phone agent is intense. There's A LOT to it. So they can't just pull some people in to help handle the rush. And they can't really justify training people just to help out for a couple days and then let them go (and that's a pretty crappy thing to do to those people). So as long as people are willing to wait in the queue, it's going to be like this when new itineraries are released. Managing the staffing level at a call center is a difficult job. You don't like long queue times but you also wouldn't like the price increase that would inevitably come if they hired enough people to handle the release day queue because then you'd be paying them to sit around and do nothing for the rest of year.

 

[maribeau]

I also finally got through - once I got on hold it was a two hour and 15 minute wait.

It seems like they should be able to offer "opening day" booking based on Club level through an online system.... if you aren't logged in with the appropriate club status, then you can't book the dates. Seems archaic to push all of this volume to phone lines. There must be a reason why they do this, but I can't for the life of me figure out what that would be.

*shrug*

 

[AquaDame]

All I can come up with is a busy phone line doesn't generate as much bad press as a downed website... probably less running around on their end too.

 

[cruiser21]

I don't understand the mad rush to book. Why not just wait to book online?

I think part of the problem is the storm on the east coast. Click on any travel website and there will be an alert saying there will be higher then normal wait times.

 

[Dug720]

All I can come up with is a busy phone line doesn't generate as much bad press as a downed website... probably less running around on their end too.

This. The website crashes on an easy day if Bambi sneezes when a butterfly lands on his nose. I cannot imagine the colossal crash that would occur if they tried to make little gateways in there like "On Day X only Platinum..." and so forth.

Also, they could eliminate the toll-free numbers. It's not as big of a deal now since so many phone plans include long distance as it was when I worked in a reservations office, but I know the fact that we did NOT have a toll-free number did help curb the calls a bit. I saw how horrendous those queues and wait times were without one. I can only imagine how bad they are since the ARE toll-free numbers.

 

[cruiser21]

The thing is that the training to be a DCL phone agent is intense. There's A LOT to it. So they can't just pull some people in to help handle the rush. And they can't really justify training people just to help out for a couple days and then let them go (and that's a pretty crappy thing to do to those people). So as long as people are willing to wait in the queue, it's going to be like this when new itineraries are released. Managing the staffing level at a call center is a difficult job. You don't like long queue times but you also wouldn't like the price increase that would inevitably come if they hired enough people to handle the release day queue because then you'd be paying them to sit around and do nothing for the rest of year.

They could cross train there WDW employees. How many of us aren't cross trained in our respective fields probably not too many.

 

[AquaDame]

I don't understand the mad rush to book. Why not just wait to book online?

I get it for the special/Europe cruises (which just happen to fall over summer which is also the most popular/expensive time to cruise DCL it seems) and its when we see pricing go up the fastest. If you wait, you may pay more. If I were cruising the Dream/Fantasy in the off season? Sure.

 

[cruiser21]

I get it for the special/Europe cruises (which just happen to fall over summer which is also the most popular/expensive time to cruise DCL it seems) and its when we see pricing go up the fastest. If you wait, you may pay more. If I were cruising the Dream/Fantasy in the off season? Sure.

You probably have a ton of people calling in whose flights were cancelled due to the nor'easter. If you choose to call on a day like this then don't complain about the wait times.

 

[Ravenne]

I don't understand the mad rush to book. Why not just wait to book online?

I think part of the problem is the storm on the east coast. Click on any travel website and there will be an alert saying there will be higher then normal wait times.

Can you though? I'm silver and none of the new itineraries are available to me online. I'd either have to wait till tomorrow, or wait on the phone.

 

[AquaDame]

You probably have a ton of people calling in whose flights were cancelled due to the nor'easter. If you choose to call on a day like this then don't complain about the wait times.

A lot of people don't see it as a "choice" when their budgets are tight... but then, all vacations are a choice. If people want to complain, let 'em. It does suck.

 

[Dug720]

Can you though? I'm silver and none of the new itineraries are available to me online. I'd either have to wait till tomorrow, or wait on the phone.

You cannot book online today.

Anyone can book online tomorrow.

 

[ImprovGal]

You cannot book online today.

Anyone can book online tomorrow.

I'd like to see them restore the ability to change an existing reservation to a different itinerary online without talking to an agent.

 

[Dug720]

I'd like to see them restore the ability to change an existing reservation to a different itinerary online without talking to an agent.

Agree with that.

 

[Stevee1982]

If you want to laugh, my call dropped at 2 hours and 8 minutes on hold. lol.

 

[Strikan]

If you want to laugh, my call dropped at 2 hours and 8 minutes on hold. lol.

Oh grief that sucks. Sorry.

 

[Stevee1982]

Oh grief that sucks. Sorry.

I laughed. I'm on my third beer and second drop call. 1st was an hour in while I was running. 2nd was random at over 2 hours. If this is my biggest issues in life right now, I am okay.

 

[Ihatesunshine]

Our family is (hopefully) going on our first cruise in June. Our mom is a silver member of castaway club. We tried this morning but no dice. She called her TA and she couldn't get through either! Her TA is going to try again tomorrow. May the odds be ever in our favor.

 

[bcwife76]

After getting a busy signal ALL day I finally got on just after 4pm PST. Been on hold for 75 minutes so far, phones close in 90 minutes....will I get to book tonight?? Oooohhhhhh the suspense....