What Is One Thing You Would Change About DCL?

[tink1970]

There are many small touches with DCL that wouldn’t independently sway someone to choose them, but together, they have a cumulative effect. So the standard for evaluating any policy, benefit, or decision shouldn’t be, “Would this alone make people choose DCL?” If that were the measure, hundreds of small things could be eliminated in isolation. In fact, I think this kind of executive thinking has eroded DCL’s quality over the last twenty years, making it less of an automatic choice for us when booking a cruise. The result is a series of seemingly minor changes that, collectively, have skewed the cost-to-value ratio in a negative direction.

I don’t see how customers would be any more frustrated under this system than they are now with computer crashes and poor tech causing the same issues. If anything, a structured approach would be less infuriating. It wouldn’t be difficult to implement a ranking system similar to airline upgrade lists—prioritizing status, then cabin class, and then time of booking—ensuring a fair and predictable process.

If I’m being honest, the midnight scramble hasn’t really been a factor in our decision to sail other lines. But that doesn’t mean addressing pain points for customers is a bad idea. Improving the experience—even in small ways—helps foster goodwill and strengthens the brand, especially in an increasingly competitive market.

I agree...basically death by a thousand cuts is how I categorize my attitude resulting in my last* cruise with DCL (which was amazing, cannot lie).

To stay on topic, as someone with 21 (I think?) cruises under my Ears, I think what I'd ask DCL to change (since I cannot change permissive parenting, sigh...long and deep sign...nor entitled and obnoxious attitudes from other passengers...also sigh)...would be the stale itineraries. There is a great big beautiful world out there and as delightful as I found LHP adult beach, well, that just isn't going to cut it when my other cruising love, Viking, is taking me out of NYC to Canada and Iceland next month. So...please step up DCL-you can do it!

*last most probably but I try to say never because well, things change, don't they?

 

[Kit Jackson]

Come up with different themes for a deck party and fireworks. Make it different on each of ships. They have enough IP to do that.

I like this idea. It might encourage people to try different ships so they could try to see all the different shows.

That being said, one of the things I liked about Pirate Night was getting to see all of the characters in pirate outfits. On my cruise, one of the things I enjoyed was getting pictures of the characters in all the different outfits.

 

[Dug720]

I don’t see how customers would be any more frustrated under a ranked choice system than they are now with computer crashes and poor tech causing the same issues. If anything, a structured approach would be less infuriating. It wouldn’t be difficult to implement a ranking system similar to airline upgrade lists—prioritizing status, then cabin class, and then time of booking—ensuring a fair and predictable process.

Oh? You'd get "But I sent my email EXACTLY at midnight per the Global Clock. Others couldn't possibly have gotten their emails in before me!"

Heck - we already see this with Concierge people not getting cabanas.

 

[dreamer17555]

I like this idea. It might encourage people to try different ships so they could try to see all the different shows.

That being said, one of the things I liked about Pirate Night was getting to see all of the characters in pirate outfits. On my cruise, one of the things I enjoyed was getting pictures of the characters in all the different outfits.

They kind of already do this to a point. Each class of ship has a different pirate night. Wish class has the Rock Band Show, Dream class has the sea shanty show, Magic it is Pirate Mickey Dance party show

 

[jwalk03]

I love pirate night. No way they should dump it. The pirate night show is already different on each class of ship as well.

 

[Dug720]

I do wish they'd allow you to pay for excursions and such upfront. It's nice going into a cruise on a line where you do pay up front feeling more paid-in-full.

(Yes, I can - and have in the past - put the equivalent money on a Disney Gift Card and applied that to my account as soon as I'm on board, but it would be nice to not have to do that.)

 

[Flcruising]

One thing? There are really several areas where DCL is resting on their reputation while others are passing them up. But that's what Disney does in many business areas.

Well, picking one, the food needs to level up. Two recent cruises with other lines have solidified this for me. The regular dinning room food on those ships were comparable to what Disney charges for in their specialty restaurants.

 

[dreamer17555]

I do wish they'd allow you to pay for excursions and such upfront. It's nice going into a cruise on a line where you do pay up front feeling more paid-in-full.

(Yes, I can - and have in the past - put the equivalent money on a Disney Gift Card and applied that to my account as soon as I'm on board, but it would be nice to not have to do that.)

I would actually hate that. I do not want DCL holding my money and earlier than it needs to. I have also seen how hard it can be to get refunds when you cancel or change excursions on other lines and I really would not want that headache on DCL.


Also if you would like to skip stopping by guest services you can buy onboard credit via stateroom gifts and have it all set well before you sail.

 

[Mackenzie Click-Mickelson]

I would actually hate that. I do not want DCL holding my money and earlier than it needs to. I have also seen how hard it can be to get refunds when you cancel or change excursions on other lines and I really would not want that headache on DCL.


Also if you would like to skip stopping by guest services you can buy onboard credit via stateroom gifts and have it all set well before you sail.

The cruise line we sail you pay for the excursion in advance once you book it. It's extremely easy to get a refund if before your cruise, it's just refunded back to the method of payment (the issue would be if you're trying to put it on another form of payment). On board it's also easy but you may have to go to the guest services as you stand a higher chance at being under penalty rules for excursions if you're trying to do it within 72 hrs, which they often waive. Changing excursions once on board is usually super easy as well but a visit to guest services is needed if you're within the penalty time period. There's no set rules and time of day to book said excursions.

While not the sole reason IMO the pre-booking of excursions seems to allow for better availability of the excursions on the line we have sailed. While the clientele for the most part on it isn't balking at $190 per person charge for example they also don't want to have issues where all or most of the excursions are sold out for months in advance simply because there's nothing holding someone back from booking it as a just in case excursion, with monies paid in advance more people tend to be more selective on what they booked.

 

[Dug720]

The cruise line we sail you pay for the excursion in advance once you book it. It's extremely easy to get a refund if before your cruise, it's just refunded back to the method of payment (the issue would be if you're trying to put it on another form of payment). On board it's also easy but you may have to go to the guest services as you stand a higher chance at being under penalty rules for excursions if you're trying to do it within 72 hrs, which they often waive. Changing excursions once on board is usually super easy as well but a visit to guest services is needed if you're within the penalty time period. There's no set rules and time of day to book said excursions.

While not the sole reason IMO the pre-booking of excursions seems to allow for better availability of the excursions on the line we have sailed. While the clientele for the most part on it isn't balking at $190 per person charge for example they also don't want to have issues where all or most of the excursions are sold out for months in advance simply because there's nothing holding someone back from booking it as a just in case excursion, with monies paid in advance more people tend to be more selective on what they booked.

Yep - I've never had a problem with it on Celebrity or Royal Caribbean. It might take a week, but that's pretty standard for refunds anywhere.

And I agree. When people have to pay in advance, they don't hold excursions in case it's what they decide to do - at least not as easily.

 

[BStieers]

One thing? There are really several areas where DCL is resting on their reputation while others are passing them up. But that's what Disney does in many business areas.

Well, picking one, the food needs to level up. Two recent cruises with other lines have solidified this for me. The regular dinning room food on those ships were comparable to what Disney charges for in their specialty restaurants.

Name names please!

 

[brentm77]

Oh? You'd get "But I sent my email EXACTLY at midnight per the Global Clock. Others couldn't possibly have gotten their emails in before me!"

Heck - we already see this with Concierge people not getting cabanas.

I hate to beat a dead horse, but that'd be a nonsensical complaint under the system I proposed above. The time you submit your request wouldn't be a factor in your priority. That's the entire point of my proposal: to create a more equitable system that doesn't rely on Disney's favorite game of requiring you to do something within literal seconds of it opening (e.g., virtual queue at the parks).

Again, there'd be a large period of time to submit your preferences, in ranked order (i.e., "this is the first excursion I prefer," "this is the second"). This would also include your preferences for boarding time (including, "earliest possible") and dining reservations. Then the system would simply prioritize every cabin based on status, then cabin class, then time the cruise was booked, and go down each list fulfilling each request. Obviously, concierge would have priority over general status, though. Customers would be in no position to complain because they'd have zero visibility into their ranking, versus the current system where they jump on at exactly the right time and poor IT makes it impossible to get what they want.

It's not that important to me, but others listed it as the number one change they would like to see, so it is important. Is it possible that some of the opposition to this is simply that most of us here know how to play the game, and we like the advantage it gives us over those passengers who aren't in the know?

Either way, it's been an interesting discussion and I appreciate the pushback.

 

[brentm77]

The cruise line we sail you pay for the excursion in advance once you book it. It's extremely easy to get a refund if before your cruise, it's just refunded back to the method of payment (the issue would be if you're trying to put it on another form of payment). On board it's also easy but you may have to go to the guest services as you stand a higher chance at being under penalty rules for excursions if you're trying to do it within 72 hrs, which they often waive. Changing excursions once on board is usually super easy as well but a visit to guest services is needed if you're within the penalty time period. There's no set rules and time of day to book said excursions.

While not the sole reason IMO the pre-booking of excursions seems to allow for better availability of the excursions on the line we have sailed. While the clientele for the most part on it isn't balking at $190 per person charge for example they also don't want to have issues where all or most of the excursions are sold out for months in advance simply because there's nothing holding someone back from booking it as a just in case excursion, with monies paid in advance more people tend to be more selective on what they booked.

This has been my experience too. On Celebrity, it is so much easier to get the excursions I want, and I think pre-paying is a big part of it. I have also changed my mind and the refund was on my credit card within days. It's not that hard if a company wants to do it right. I also don't mind them holding my money, because like others, it's great going in with all of that paid instead of getting a big charge mid-cruise and at the end of the cruise.

 

[Dug720]

I hate to beat a dead horse, but that'd be a nonsensical complaint under the system I proposed above. The time you submit your request wouldn't be a factor in your priority. That's the entire point of my proposal: to create a more equitable system that doesn't rely on Disney's favorite game of doing something within literal seconds of it opening (e.g., virtual queue at the parks).

Again, there'd be a large period of time to submit your preferences, in ranked order (i.e., "this is the first excursion I prefer," "this is the second"). Then the system would simply prioritize every cabin based on status, then cabin class, then time the cruise was booked, and go down each list fulfilling each request. Obviously, concierge would have priority over general status, though. Customers would be in no position to complain because they'd have zero visibility into their ranking, versus the current system where they jump on at exactly the right time and poor IT makes it impossible to get what they want.

It's not that important to me, but others listed it as the number one change they would like to see, so it is important. Is it possible that some of the opposition to this is simply that most of us here know how to play the game, and we like the advantage it gives us over those passengers who aren't in the know?

Either way, it's been an interesting discussion and I appreciate the pushback.

You'd still have to have a way to submit them in order of status and people would still complain.

The only ones "not in the know" would be first-time cruisers since everyone else has been on one and knows that it is midnight that it opens. It would be nice if they did like Celebrity and it's midnight based on the port the ship will leave from, but. First-time cruisers would still be the last ones for things to be selected, so it wouldn't change how available things are for them.

IMHO the better option is to keep it as-is in terms of schedule but require payment up front for excursions and other things you're booking.

 

[brentm77]

You'd still have to have a way to submit them in order of status and people would still complain.

The only ones "not in the know" would be first-time cruisers since everyone else has been on one and knows that it is midnight that it opens. It would be nice if they did like Celebrity and it's midnight based on the port the ship will leave from, but. First-time cruisers would still be the last ones for things to be selected, so it wouldn't change how available things are for them.

IMHO the better option is to keep it as-is in terms of schedule but require payment up front for excursions and other things you're booking.

I just don't get what they would complain about if they can't see the ranking. "I think I should have been higher!"? All DCL would need to respond with is, "we rank by X, Y, and Z, and there were others before you who wanted the same excursion." At that point, the complainer has zero credibility. I think that's different than someone who did everything right, but it was slow or buggy DCL IT to blame.

But I would take the compromise of the pre-paid excursions instead. I think that would help a lot.

 

[holula]

I wouldn’t want to see excursions etc paid upfront and for me that’s because of the exchange rate.

Other cruise lines manage to have the excursions and beverage packages etc in your local currency. DCL don’t do this, it’s only offered in USD.

If I booked something and then cancelled it, for me the exchange rate could change so I’d get less money back than I paid for whatever it was in the first place.

If DCL could offer in a local currency, I’d be okay with upfront payment.

 

[Dug720]

I just don't get what they would complain about if they can't see the ranking. "I think I should have been higher!"? All DCL would need to respond with is, "we rank by X, Y, and Z, and there were others before you who wanted the same excursion." At that point, the complainer has zero credibility. I think that's different than someone who did everything right, but it was slow or buggy DCL IT to blame.

But I would take the compromise of the pre-paid excursions instead. I think that would help a lot.

If you're submitting at a certain time and date, then yes. "I submitted exactly at midnight!!!" (or whatever designated time) will become the rallying cry. Because there would have to be a specific day in advance and time to submit for each group. Otherwise it would take WAY more IT than Disney is capable of.

 

[John VN]

One thing? There are really several areas where DCL is resting on their reputation while others are passing them up. But that's what Disney does in many business areas.

Well, picking one, the food needs to level up. Two recent cruises with other lines have solidified this for me. The regular dinning room food on those ships were comparable to what Disney charges for in their specialty restaurants.

Name names please!

r.e. bold -- If not the names, at least the initials

 

[Mommb]

I do wish they'd allow you to pay for excursions and such upfront. It's nice going into a cruise on a line where you do pay up front feeling more paid-in-full.

(Yes, I can - and have in the past - put the equivalent money on a Disney Gift Card and applied that to my account as soon as I'm on board, but it would be nice to not have to do that.)

This has been my experience too. On Celebrity, it is so much easier to get the excursions I want, and I think pre-paying is a big part of it. I have also changed my mind and the refund was on my credit card within days. It's not that hard if a company wants to do it right. I also don't mind them holding my money, because like others, it's great going in with all of that paid instead of getting a big charge mid-cruise and at the end of the cruise.

I would be OK with Disney Cruise offering the option to pre-pay excursions, just as it is now possible to pre-pay gratuities. The easiest way to incorporate this would be to add a general pre-payment option to every cruise where people who want to give DCL money in advance can do so. It would be even better if this option were available through the DCL website for all guests including those who booked through a travel agent.

However, implementing a prepayment requirement for everyone would punish cruisers who want to take more time to save up for onboard costs (or just want to keep their money earning interest for the next 2-4 months) without significantly helping those who want to prepay. If you want to purchase onboard credits, or buy gift cards, or put money in an envelope, or track amounts in a bank account, you can do that currently with minimal time and effort. You can have the amount applied against your onboard folio, or take 5 minutes to stop by Guest Services to apply a gift card or cash, or use the saved amount to make a credit card payment after the cruise.

On the other hand, someone who has stayed up until midnight ET and just wants to get booking made and reconsider after adding up the costs of everything that was actually available would need to commit right then and take time to enter payment information before going to sleep. They would need to remember which credit card was used and make sure that card stays active in case of a refund. (Sure, this is true for other cruise lines, but not having to deal with it is an advantage of booking through DCL.) If the payments need to be made after each individual booking, that will add some time to the booking process (time that other guests will be using to book other activities). If the payments are made in a lump sum at the end of the session, it may not be possible to use multiple gift cards or a single card that won't cover the whole amount (which is a challenge because the full amount can't be determined in advance because you don't know what will be available).

It is possible that charging in advance will reduce or delay the number of advance bookings, but that's because people who want to book activities won't feel able to when their window opens. I see that as a penalty, not an advantage.

 

[TinkB278]

Wish you could do the buffet for dinner, or at least have more non dining room options available later into the evening. Sit down dining got exhausting with our kids.