UMM...Answer The Phone!

[Marthasor]

Try being a TA the morning free dining drops. We're talking multiple hour hold times. 6 hours isn't unheard of. A few years ago, they hadn't routed the calls properly and the TA calls were going to the consumer line (after the multiple hour hold times). The CM's that answered then, attempted, to get the TA's to the TA line and a lot of the calls were then dropped . . . that was not a good day.

I think 20 minutes should be the absolutely max. Pick up the phone and take our money for goodness sake!

 

[LilyWDW]

I have never waited on hold for Disney for more then 10, maybe 15 minutes.

When I call I make sure I have the time to wait if needed. When they get to me, they get to me. If I feel it will take too long, I would hang up and try again at another time.

 

[DebbieB]

Perhaps they have less staff on weekends.

 

[pigletliz]

I'm sure there is only a finite nunber of people to answer the phone. Considering some of the complicated issues/repeat calls that are made, I'm not surprised about the wait length. They are busy helping other people. We would all be greatly annoyed if they answered one question and then hung up on us.

 

[paradesintherain]

I waited 20 minutes last time I called. It didn't really bother me, but it would be nice if they had the system in place to call you back when the agent was available.

 

[Sue M]

I’m in Canada and have free long distance for North America calling. But I work full time, and don’t have that kind of time to spend on hold. That’s what I have a TA for!

 

[earfulofmagic]

I've had wait times between 5 and 60 min. Truthfully, I don't always mind as I like listening to the hold music, but it loses its charm after the first 30 minutes.

They should implement a call-back feature like other customer service lines (Southwest is an example).

 

[paradesintherain]

I've had wait times between 5 and 60 min. Truthfully, I don't always mind as I like listening to the hold music, but it loses its charm after the first 30 minutes.

They should implement a call-back feature like other customer service lines (Southwest is an example).

Agreed! Southwest customer service is top-notch and I love the call back feature

 

[Best_Vacation_EVER!]

After reading this I think its important to explain that not all customers are US customers.... If you're located in the US it's great if you don't mind 15, 30, 60 minute waits while you listen to music.... for some of us (non-US) this can mean insane Long Distance charges. Especially when after paying for 30 minutes of long distance you're calls are randomly dropped.... and you get to call back at the beginning of the queue in spite of the fact you've paid long distance before being disconnected for no reason..... At one time there was a 1-800 number which removed this cost to calls.... so yes... I could enjoy the music.... Those really don't exist now for non-US callers for the most part.

There also seem to be a fair number of people who think more that one call to WDW is frivolous... not true at all..... you want a discount applied, you want to book a disney play, tour, event, etc.... they all require calls and are not on-line booking. Even my change my resort booking doesn't work properly so if I wanted to add a day I can't without calling. If all these things were bookable/changable online then .... yeah long distance fees aren't an issue.. but for non-US customers this is indeed an issue.

 

[megs1313]

disney phone hack: always say you are calling about a "new" resort reservation. You'll never wait more than 5 minutes.

 

[KenHutch]

I was paying off our trip to Animal Kingdom Lodge next year and I was on hold for almost an hour although I did get a nice apology when they did answer.

 

[DISNEYSQUIRRELS]

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

That is not good!

 

[aulanidreamer]

Today I was on the phone for a total of 1 hr 15 min, my original call was answered in about 20 min but since I wanted my two single night reservations to be combined to one reservation number after 10 min of verifying and gathering info she put me on hold to discuss with guest services and then I stayed on hold forever. Luckily I had a speakerphone and huge laundry pile to sort and fold. I was thinking how many other people she could be helping during that time . She checked in often and said she was waiting with me. Sweet as pie, but a long wait for something their computer system should've been able to handle instead of forcing me to purchase two single nights on the same day instead of saying both nights were available, but that is a whole other discussion.