UMM...Answer The Phone!

[DISNEYSQUIRRELS]

I am curious... what are people's experiences like when they need to call Disney?
I needed to call yesterday & was on hold for 45 minutes before a rep came to the phone.
Over the years, there have been many Disney trips & a call to Disney almost certainly means an hour on the phone!
Really? Who has the time to sit on hold like this?
Ha! Apparently me because I did!
What are your thoughts about how long you expect to wait on hold?

 

[Disneylover99]

I expect them to answer my call right away!

But they don't. I'm usually on hold for at least 20 minutes before they answer. I try to avoid calling when possible or call later in the evening.

 

[DISNEYSQUIRRELS]

I expect them to answer my call right away!

But they don't. I'm usually on hold for at least 20 minutes before they answer. I try to avoid calling when possible or call later in the evening.

I know what you mean- I also try to strategize about when the best time to call is.
Should it be this complicated?

 

[Mickey's Best Girl]

I can’t call Disney for this reason.

The long distance charges would be ridiculous.

 

[StephenM84]

I waited 35 minutes earlier this week

 

[KittyKitty]

Weekends seem to be very busy. So I call during the week, Tues/Wed.

 

[fla4fun]

It also depends on circumstances. If it's a day where they have dropped a couple new hotel promotions I expect the wait time to be much higher than an average Tuesday where nothing is going on.

 

[GADisneyDad14]

It also depends on circumstances. If it's a day where they have dropped a couple new hotel promotions I expect the wait time to be much higher than an average Tuesday where nothing is going on.

Or a day after they announce dogs will be allowed in four resorts with two days notice.

 

[Queen of the WDW Scene]

I've called many times over the years and after the several minutes wasted to get through the prompts I have found that I have never waited more than 5 minutes to speak to a CM.

 

[peg2001]

I don't like the wait times either but I have a passionate hate for the recorded prompts that you have to get through first.

 

[Dis703]

Really it's been all over the map for me. I've had days they answer in just a few minutes and I'm very pleasantly surprised. Other times, like last week when I was having trouble purchasing a ticket online, it took me a solid hour on the phone just to buy one park ticket. I would say most of the time it's been under 20 minutes though.

 

[bigeyedfish]

I have only ever called twice (on the day discounts were released a few weeks ago). On hold maybe 5 minutes each? I was pleasantly surprised. That being said the phone reps were no more helpful than what I could find myself online!

 

[Shanti]

25 minutes or less has been the norm when I've called. I can remember one time there was about an hour wait, and that was during a new promotion.

I agree with a PP that the long wait you're experiencing is likely due to callers with concerns over WDW's new dog policy affecting their upcoming vacation.

 

[tjmw2727]

I don't like the wait times either but I have a passionate hate for the recorded prompts that you have to get through first.

This ^^
Add to that when I can't change my resort reservation online and the tag message is telling me how easy it is !!

Never less than 20 minutes lately and last summer when I couldn't add my dd to my resort reservation over 45 minutes.

 

[fla4fun]

Or a day after they announce dogs will be allowed in four resorts with two days notice.

They may need to put in a new phone line for that one . . .

 

[Madame]

Try it when it’s an international call & Disney couldn’t possibly care less .

 

[Best_Vacation_EVER!]

The last few times I've called it's been at least 30 minutes each time. In September I was disconnected twice after waiting on hold for more than 20 minutes. I've been very lucky in that when I get through I've had excellent CMs that were able to take care of my requests very quickly. I still do the survey when I've had a good CM so that adds to the call time as well. We're in Canada but have a long distance plan that includes lower rate US minutes but it costs us to make each call especially when each call is 30+ or longer --- it chews through those minutes really quickly.

I'd love to see Disney: 1/ Fix the "change reservation" feature on the MDE to work properly
2/ Allow room-only reservations to make online payments (just like packages can.) While I get
there is a difference between packages (full payment due before check-in) and room only (not
charged until you get there) there still should be an option to make those payments.
3/ Be able to make Play WDW (cruises, etc...) reservations online and add the events to MDE
4/ Set up voice prompts to accept "speak to agent" at all points during the voice prompts so you
don't get stuck in the voice prompt abyss when you know you need to speak to an agent.

 

[kiramay]

I called three times in the last 3 weeks. Twice I was on hold for over 45 minutes. The first call, after waiting 45 minutes, I was told they couldn't help me and gave me a different number (that call took 5 minutes). The second time it was a huge issue and after a 45 minute hold, I was on the phone with a CM for well over an hour before it was resolved. Very frustrating to waste so much time.

 

[Disneyland1084]

I've never been on hold very long when I've called Disney. I'll make reservations online and will only call if I have a question or request.

 

[Monorail_Man_NJ]

Personally calling Disney has never been an issue. Its refreshing that the person on the other end actually works for Disney, speaks english and is knowledgeable.

Try calling Comcast for the opposite side of the spectrum.

Calling during the week is better than weekends. Longest I ever waited was 60 minutes. Usually less than 5 minutes.

I will say however I much prefer speaking with a female Disney cast member than a male one. For some reason the female staff are friendlier and more knowledgeable. Just my own preference.