Unable to retrieve reservation

[Henlady]

I emailed them on Monday evening. Haven’t heard back yet. I can now occasionally see the 3 reservations but only randomly see some of the booked activities

 

[Doingitagain]

Our ticket was put in Friday night. Still not working. Emailed them and am on hold trying to figure it out before booking opens for Gold tonight.

 

[Doingitagain]

I called in and they talked with IT. No resolution. But she was able to go through all our activities and confirm they are still there.

You have to call in on hold and then have them transfer you to website resolution if you want to make edits to any of the bookings.

Their answer is to keep trying and calling in, they won't notify us when it is resolved.

 

[serrem2]

We had this problem yesterday when several of our booked activities, including Palo Brunch suddenly disappeared from our "Plans". The customer support people I talked with said it's a known problem and IT has been working on it. Reading this thread, I realize that it's been going on a week.

As a former IT manager, I realize these glitches sometimes happen. The fact that the company hasn't devoted enough resources to fix the problem quickly indicates to me how low Disney has dropped customer service and satisfaction down their list of priorities.

 

[nanoburd]

Yeah I still have this problem. But I’m confident my reservations are still good, its just not being displayed on the website consistently

 

[Doingitagain]

Interesting, on the computer under Already Booked, when I click on My Reservations. When I click on Book/Manage Cruise Activities it does bring up the reservation, but it doesn't pull in all of our bookings. At least I was able to cancel one of the Hooks Barber reservations that showed up.

 

[serrem2]

In our case, we had Palo Brunch reservations for Palo Brunch on Nassau Day. When I noticed they had disappeared, I was uncertain whether there had been a decision not to offer Palo Brunch on that day (after all, it is a port day). Disney places so much emphasis on the information its customers can get on the website and app, I think they should post a general notice to the effect of: "We're experiencing technical problems. Please don't worry if you can't view some reservations you've already made. We'll fix the problem soon." And then deliver on that promise. Soon means a lot less than a week.

 

[Doingitagain]

In our case, we had Palo Brunch reservations for Palo Brunch on Nassau Day. When I noticed they had disappeared, I was uncertain whether there had been a decision not to offer Palo Brunch on that day (after all, it is a port day). Disney places so much emphasis on the information its customers can get on the website and app, I think they should post a general notice to the effect of: "We're experiencing technical problems. Please don't worry if you can't view some reservations you've already made. We'll fix the problem soon." And then deliver on that promise. Soon means a lot less than a week.

I called in twice, and both CMs told me that this was the first they heard of it, and the IT person said it wasn't a widespread problem. I said they should look at online feedback, there are quite a few people with issues. And more who will discover it because how often do you go back in your reservation after you booked activities.

I will be VERY upset if I can't get on to do online check in.

 

[DCLGirlie]

I wonder if the problems are why when I go to book an excursion it just sends me into buffering forever without pulling up the time options

 

[Wendylet]

We are not leaving until May 2 but I really feel for you guys coming up soon. Please let us know how your check in went also. I hat could you do otherwise. Is there a way to call in to check in? How would you present photos and docs and the like? Also worried about its functionality onboard. Hopefully that’s not affected. We have a few things to cancel so might have to do that over the phone. What a mess. Certainly takes a degree of excitement away as it approaches. Plus they may losing out on money with peoples inability to book things. What a nightmare.

 

[Doingitagain]

We are not leaving until May 2 but I really feel for you guys coming up soon. Please let us know how your check in went also. I hat could you do otherwise. Is there a way to call in to check in? How would you present photos and docs and the like? Also worried about its functionality onboard. Hopefully that’s not affected. We have a few things to cancel so might have to do that over the phone. What a mess. Certainly takes a degree of excitement away as it approaches. Plus they may losing out on money with peoples inability to book things. What a nightmare.

When I talked to the CM on the regular line, she said that if I wanted to cancel I had to be transferred to the web resolution line, they are the only ones who can made edits to the bookings.

Would it be good if everyone used the "contact us" in the small print on the bottom of the page and sent them an email? When I call, the CM's indicate they don't think it is widespread. Maybe they need to know the extent of the issue to prioritize us. I sent a Contact Us email on Friday, haven't heard back.