Very Disappointing News from DCL - UPDATED

[twhipple]

For those who didn't see my earlier post, we were in DL for the announcement and booked our summer 2005 cruise from there. I was able to get through by noon pacific time. I asked about the Aug 20 cruise, got a price quote. Then I said I was modifying a reservation. When the agent put in my reservation number for the Aug 20 cruise, something went wrong. Disney says it's not their fault. It certainly isn't mine. The agent and I discussed the Panama Canal, renting a car in Florida when we return, even that she is from Wisconsin (heard all about her daughter, weather, etc.). Since I was at DL, I didn't get the fax. I thought about it all after I booked and hung up the phone and something didn't seem right. The next morning I realized I could check my reservation online and did so only to find out I was booked for the May 28 cruise. I called to change to the CA-FL cruise and was told I had to pay the rates posted at that time -- approx $500 more than I was quoted.

DCL is standing by "we can't recreate your conversation", but when asked if anyone asked "Barb" from DCL about it, they say "she won't possibly be able to remember it". They say they aren't punishing me for their mistake (which they won't admit) but I said $500 is a lot of money. I am so angry right now I want to cancel all of my reservations with DCL and never go on a cruise with them again! However, the rational side of me says that is ridiculous.

They also say there is nothing they can do because my ressie is with Dreams, but Dreams moved it back to DCL last Tuesday.

I would have had Dreams handle this for me, but I'm the one who had the conversations and made the initial reservation, so I don't think they can really help. I'm just so frustrated. Anyone think a letter to the higher ups would help at all?

 

[ceejay13]

WOW - I'm with you on being extremely frustrated. I know how excited we are and how upset I would be. I can't believe they won't contact the agent you spoke to. Keep us posted on any updates if they decide to help. By the way did you speak to a supervisor after you discovered the mistake??

 

[hayesktrm]

Very interesting. My agent is having a hard time with them regarding honoring the 10% discount, $200 room credit. When she talked to them last time, someone had changed the date from the "fake date" we had to choose in order to get the discount when the California dates came out. They changed it to May 28th. My agent said she never changed it from the other date to that date. Is there a glitch in the system? It didn't matter anyway because she booked a separate date when she called on the 5th (the reason they say they won't honor the discount). I'm just wondering if the same thing happened to you that happened to us. I happened sometime after May 5th. BTW, they are going to honor the $200, my agent is still working on the 10%. If they aren't going to honor the 10%, I was also wondering if a letter would do any good.

 

[twhipple]

How interesting that you got May 28 too! When I spoke to the highest up I could go by phone today, she said their records showed that I only asked for a 7 day quote. I told her that was ridiculous because I only wanted the 14 day. How could I mess that up???

ceejay13, yes I spoke with a supervisor when I found the error. I have been told that of the people you can reach by phone, the supervisors I have spoken with are the highest it gets without going by e-mail. I don't want to continue e-mailing because they don't get back to me for days.

Right now I have two ressies for the CA-FL cruise -- one with a 10% discount/$200 obc but $500 more and one where DU agreed to give me the 10% discount/$200 obc. I don't think that Dreams should have to "pay" for the discount and credit to get me the best price. I think DCL should step up and do the right thing.

 

[ceejay13]

This doesn't involve DCL but I had never had a reason to EMail with a concern even with many WDW and DL trips over the years until this January. We are DVC members and took 12 people on a Magical Gathering in combination with a prior DVC ressie. I won't go into the details but making these arrangements were incredibly painful and I spent hours on the phone trying to get things straightened out. About 2 weeks before we left I had had enough one day and Emailed my concerns expecting only to get a canned reply and apology. To my amazement we received two phone calls before we left and to make up for their errors they planned a special Illuminations showing and dessert reception just for my family. One of the executives called again when I returned and further offerend to pay for my long distance bills. I really felt like they responded to and made up for their errors. It might not hurt to try sending them your story.

 

[lotsofboys]

I am having similar problem with DCL, a quick summary:

When I called in the first hour of reservations I asked DCL if I needed to change my existing Feb 2005 reservation to keep my $200 on board credits per room. They put me on hold for 10 minutes and finally got back to me and said NO we can make a new reservation and when you call back on Monday to make your deposit we can move everything then. Well, of course, as you well know from reading these boards that was not true. So I am in the process of dealing with DCL guest relations to get this straightened out. At first they just sent me back an email saying so sorry for the confusion. I emailed back and said no confusion just want what was verbally agreed to by a DCL representative and have a supervisor call me. Supervisor called last Friday with same song and dance until I told her exactly what was in my first email to which she replied (many minutes later) she would take it up with the executives again.

I was forced to go to the email method and it has taken 3 weeks to get to this point. But at least I talked to a "live" person last week. Twhipple it is a $400 cost to us so I totally understand your frustration. My motto these days is I have 15 months worth of time to straighten it out and in the end I will win !

Good luck, keep us posted on what happens.

 

[CamColt]

How frustrating for you! I dont have any advice, but wanted to wish you good luck. Be sure to let us know how it turns out.

 

[tdsryan]

Go on the cruise or cancel it. Easiest way to save yourself grief.

Unless you like living on the phone and e-mail...

 

[twhipple]

Well, ultimately I wrote a letter to DCL and thoroughly explained the situation. Within two weeks, I received a response. They have definitely made things right and indicated they would be addressing the supervisor responses. They said that I should not have been treated that way by the supervisors and this is not the quality of service they expect from their supervisors. Now I can cancel my second reservation and my faith has been restored

 

[4nana]

Way to go Disney!!
Glad it was resovled and now you can set back and wait for your wonderful cruise with much anticipation!
Here's to a surprise upgrade waiting....LOL!!

Sandie

 

[Grumbo]

Congratulations twhipple!
Good to hear that they screwed up and admit it and have done the right thing by you.
There are so many of us that have gone through this. If DCL had just done a bit of preparation rather than trying to keep this the worst kept secret since finding out that Bill Clinton isn't celibate they wouldn't have encountered half of these problems. (Neither would Bill )

Cheers,
Grumbo

 

[twhipple]

4nana - no surprise

If it weren't for all the support I got from everyone here, I probably would have cancelled. Thanks!

 

[ivanova]

we're glad you didn't cancel - the cruise will be soooooo much fun!!

 

[goin2disneyagain]

Glad everything worked out for you.

 

[jrabbit]

Congrats on the good resolution to the problem.

I'll have to keep checking your posts since my next two cruises are your next two cruises to!! I'm liking that the Antiqua cruise is FINALLY getting down to 100 days!

 

[4nana]

There are so many of us that have gone through this. If DCL had just done a bit of preparation rather than trying to keep this the worst kept secret since finding out that Bill Clinton isn't celibate they wouldn't have encountered half of these problems. (Neither would Bill )

Grumbo ~

~ Sandie

 

[natdencro]

Bill Clinton ISNT celibate?: