They wanted to know why I was cancelling?!!

[kaytieeldr]

It wouldn't surprise me in the least if there's a field on the reservation screen that requires a code or explanation when a reservation is cancelled close to its scheduled time. IF that's so, it's likely the CM repeated the question because the program wouldn't allow her to proceed with it blank.

 

[oybolshoi]

Doesn't seem like an issue as far as I'm concerned ... in many cases the sentence that follows "May I ask why you're canceling?" is "Would you like to re-schedule?"

They're being courteous and they're probably looking for additional information that will continue to improve the dining situation at WDW, whether it's scheduling conflicts, menu changes, or even illness. And last year when I had to cancel some ADRs because my husband became ill one very sweet CM refunded us on a Food & Wine Festival event even though she wasn't supposed to and didn't have to.

And I'm sure you made someone else very happy by actually calling to cancel an ADR that you decided not to use. CMs always seem a little surprised when I call from the resort to cancel something ... I'd guess that it doesn't happen as much as it should.

 

[ElizabethB]

Disney takes advantage of every single opportunity to mine data from its customers. Drives me crazy, really, and often feels like an invasion of privacy. Such marketing data is extremely valuable -- and they take every chance they can get to squeeze it out of you for free.

Booking a room recently, they asked for the birthdates (not just the ages) of the twin boys going with us. I said, "You must be crazy. We don't tell anyone the boys' birthday. Way too much information for strangers to have." I gave them the ages only. And, I get so tired of being asked every time I book a room reservation, "When was your last visit?" and "How many times have you been here before?" And, what other hotel insists on having the home address of every guest in the party? I never give them everyone's address, but they certainly try for it. I'ved totally lost patience with this.

I've also gotten the old, "we can't proceed until I put something in the computer field." So, the last time they asked "When was your last visit?", I replied, "You can put down that my last visit was in 1876."

Enough already.

 

[Disney8704]

Good post and points. Which is why they needing to know why we cancelled is non-of their business. People can say it is, but its not. Reasons why we cancel ADRs is our business and they dont need to no. If I wanted them to know I would tell them. I would be like yeah plans changed and I need to cancel this ADR. Or my DH is sick and I need to cancel this ADR. For me just saying yes I have a ADR for GFC tomorrow morning and 9am and I need to cancel it. They should just take that what I tell them and cancel it. No questions asked. Them asking questions like this is an invasion of privacy. And I dont like it. It rubs me the wrong way as Im sure it rubs others the wrong way as well. Im calling to cancel, not have a 20 min talk with the CM. If I had told them plans changed, then they would wanna know what we have planned and they can make another ADR for us instead. If I wanted another ADR, I would have mentioned I need to make another ADR.

But anyways...WOW, you actually told them the last time you visited was 1876? What did they say? They had to have said something since WDW wasnt even there in 1876.

Disney takes advantage of every single opportunity to mine data from its customers. Drives me crazy, really, and often feels like an invasion of privacy. Such marketing data is extremely valuable -- and they take every chance they can get to squeeze it out of you for free.

Booking a room recently, they asked for the birthdates (not just the ages) of the twin boys going with us. I said, "You must be crazy. We don't tell anyone the boys' birthday. Way too much information for strangers to have." I gave them the ages only. And, I get so tired of being asked every time I book a room reservation, "When was your last visit?" and "How many times have you been here before?" And, what other hotel insists on having the home address of every guest in the party? I never give them everyone's address, but they certainly try for it. I'ved totally lost patience with this.

I've also gotten the old, "we can't proceed until I put something in the computer field." So, the last time they asked "When was your last visit?", I replied, "You can put down that my last visit was in 1876."

Enough already.

 

[Disney8704]

That wouldnt make any sense as I cancelled the Boma ADR about 10 mins before the actual ADR. If they needed to know that info, they would have asked me when I cancelled the Boma ADR.

It wouldn't surprise me in the least if there's a field on the reservation screen that requires a code or explanation when a reservation is cancelled close to its scheduled time. IF that's so, it's likely the CM repeated the question because the program wouldn't allow her to proceed with it blank.

 

[shyjade]

I recently cancelled a ressie because our flights had changed (thank you, Midwest! ) but before doing so, I added a ressie to the front of our trip. At the end of the conversation the CM asked me again why I was cancelling and I reminded her of the flights changing. So it appears its a standard question during the cancellation process. Or at least that's the feeling I got because she sounded embarassed when she realized I'd already told her the reason before she asked.

My guess is, the other posters are correct in guessing it's a marketing thing. Especially with the upgrading of the ADR system, I sure they want to monitor this feedback.

 

[dparksfan]

On one hand I think it's none of their business why we cancel, on the other hand if asked very politely I wouldn't mind giving the info for marketing purposes.
The people on this post who experienced cms not ALLOWING you to cancel is insane! This is America, we always have a choice!

 

[Nancyg56]

I dunno, I dont know like how they are asking. Whats the difference why your cancelling? Its none of their business. I dont get...it was never like this before. And I have cancelled, changed, added, re-added ADRs for the past 6 months and not once was I asked. And now that Im reading all of your experiences, I dont do good under pressure. I dont wanna feel like Im being pressured into keeping something I dont wanna keep. I can now only hope that the ADR system online DOES happen. That way I can make, change and cancel ADRs online without having to talk to someone and feel like im being pressured.

I doubt that you will be pressured to keep Adr's you no longer want. Disney collects data and I agree with PP that the questions asked are to assist in making corrections. If you simply do not want to go is different than choosing to scale back do to rising costs either at Disney or at home. I was asked why I canceled my reservation at the Poly even though I was making a new one at POFQ. I would imagine that with the economy the was it is and with DIsney announcing new prices there will be a lot more questions when people either cancel or make changes.

While it is no one's business why you cancel a dining or resort reservation if you are canceling due to the cost it may make sense to share that information. Disney may make changes if too many people feel this way and show their displeasure with their pocketbooks. If no one will tell them they have no way of knowing exactly what makes people cancel.

 

[ElizabethB]

Disney8704 -- Thanks for your comments. All the personal prying by Disney is a real sore spot with me, as you could probably tell from my post. And, yes, I most definitely told the CM at CRO to put in the computer that my last visit was in 1876. Don't know why I picked that particular year. Seemed funny at the time. He just huffed and moved on!

I am no longer willing to provide valuable data to Disney free of charge. They charge enough for their services -- they just raised ticket prices. Why should I give them my valuable personal information for free?

 

[liamsaunt]

Booking a room recently, they asked for the birthdates (not just the ages) of the twin boys going with us. I said, "You must be crazy. We don't tell anyone the boys' birthday. Way too much information for strangers to have." I gave them the ages only.
Enough already.

As far as the birhday goes, if you are at the hotel when it is your child's birthday, and they have that information on file, you might find a surprise in your room. For example, DH got a birthday card from Mickey and the gang in our room the year that we were at AKL during his birthday. I never said anything about it being his birthday--I suppose they had the information since we have APs.

It's all for marketing, it is nothing personal.

 

[RFrank9504]

It doesnt bother me when they ask why I'm canceleing or changing a ressie or ask birthdates/addresses or any of that-it bothers when they repeat their question after I've answered it-like robots or something and they're not really listening to me.
It is all about updating their database and marketing for pin code distribution etc. around your birthdates and anniversaries-to get you to come back for a celebration...My neighbors daughter a UCF college student works there...she says its all about mind control...heehee-must be working I keep going back....

 

[ElizabethB]

You're correct about the surprise. Not a surprise I'm interested in, however, if the cost is creating a record of personal information that I don't want Disney to have.

 

[racefanof88]

As far as the birhday goes, if you are at the hotel when it is your child's birthday, and they have that information on file, you might find a surprise in your room. For example, DH got a birthday card from Mickey and the gang in our room the year that we were at AKL during his birthday. I never said anything about it being his birthday--I suppose they had the information since we have APs.

It's all for marketing, it is nothing personal.

It is not just for marketing either. It is so on future visits they have your childs birthday in their system so no fudging on ages. They know exactly how old your child is when you book for next years trip. And no matter what they tell you, that is their reason. MONEY

 

[shellybaxter]

Disney8704 --

I am no longer willing to provide valuable data to Disney free of charge. They charge enough for their services -- they just raised ticket prices. Why should I give them my valuable personal information for free?

Are you suggesting that Disney should pay you to tell them why you don't wan't to eat in their restaurant?

 

[Nancyg56]

You're correct about the surprise. Not a surprise I'm interested in, however, if the cost is creating a record of personal information that I don't want Disney to have.

There is nothing wrong with the question and as in any other time data is gathered you are free to decline to answer. While some of the questions may ask for personal information I believe that Disney mines data in order to "tweak" packages, menus and costs that affect their customers. They are no different from any other company that collects information regarding purchasing habits, just think about your loyalty cards at supermarkets, or companies whose customer service departments gather data routinely as the agents addresses your call.

It is not just for marketing either. It is so on future visits they have your childs birthday in their system so no fudging on ages. They know exactly how old your child is when you book for next years trip. And no matter what they tell you, that is their reason. MONEY

This is true for any customer service company. Every time you make a purchase with a loyalty card you have provided data, every time you call any service provider you are asked for information regarding your plans or contracts. Every time Disney asks a series of questions regarding a purchase or a cancellation the company is looking to use this information to help with their pricing or their selections. As to birthday information, I see nothing wrong with a company attempting to sell their tickets according to the ages that are part of their pricing plan. If a card and balloons are in the room when you arrive it is a nice little surprise for my DGD.

 

[poeticdiabetic]

I agree. Sometime in January, I will get a little mailer from Disney regarding... anything. That's because every January I book a trip. And when I call to book the trip, they don't have to ask me as many questions as they did at first. As a matter of fact, they always just welcome me back.

Oh, and they're not the only ones that does that. We always rent a van to go down there. Last year, we received both a mailer and a phone call from Avis to tell us about their specials around mid-February.

What's weird is that we are considering not going to Disney next year. We're thinking about taking the family to a cruise of the Western Caribbean. We don't know.

 

[Tricia1972]

They use the data for marketing and analysis. If people start cancelling because they've decided to cut down on table service meals this trip - that tells them something about spending and the economy. If people start saying "we've heard that the food's gone downhill" that tells them they need to address quality. If people tell them they are going to eat offsite, they need a different competitive position, if people tell them they've decided to eat in the parks rather than the resort, that tells them something about anticipated park usage.

If they ask this question over a period of time to thousands of people, patterns start to emerge and diviations from the pattern become noticable - only 5% of people were cancelling last month because of the economy, now its 30% of people cancelling for that reason! Or since we changed the chef at ________ the number of people cancelling because they've heard it isn't very good anymore has gone from 4% to 23%!

It isn't a personal thing - they aren't interested in why YOU cancelled, they are interested in why PEOPLE cancel. It gives them more data to make decisions on.

I completely agree, and I think it's a great thing that they ask why.

If Disney knows why people are canceling - THEN they can address the issues. It works better than 500 petitions.

 

[secretpantssam]

I completely agree, and I think it's a great thing that they ask why.

If Disney knows why people are canceling - THEN they can address the issues. It works better than 500 petitions.

I agree, this way they can actually approve things. I don't see why it's a big deal, you can always say you don't want to answer.

 

[cymbaldiva]

As a call center representative, I can tell you from the agents point of view that in all probability they ask you because they have to and will get low quality assurance scores if they don't.

Don't hate the player, hate the game. I'm sure the reps are just doing what they are told.

 

[racefanof88]

There is nothing wrong with the question and as in any other time data is gathered you are free to decline to answer. While some of the questions may ask for personal information I believe that Disney mines data in order to "tweak" packages, menus and costs that affect their customers. They are no different from any other company that collects information regarding purchasing habits, just think about your loyalty cards at supermarkets, or companies whose customer service departments gather data routinely as the agents addresses your call.



This is true for any customer service company. Every time you make a purchase with a loyalty card you have provided data, every time you call any service provider you are asked for information regarding your plans or contracts. Every time Disney asks a series of questions regarding a purchase or a cancellation the company is looking to use this information to help with their pricing or their selections. As to birthday information, I see nothing wrong with a company attempting to sell their tickets according to the ages that are part of their pricing plan. If a card and balloons are in the room when you arrive it is a nice little surprise for my DGD.

Oh I agree. But, the main reason they do is isn't for the little surprise of balloons and a card They know all my family's birthdays and we have been there during some of those dates and we have yet to get anything in our room.
My DD got a cookie at Epcot and oldest DS got a sundae at PH because they had on their birthday buttons.

I have no problem with Disney making money because if they didn't they would close and then where would we go on vacation ?