Why do the Disney TA's Have to be so rude???

[Leslie32]

I called Disney tonight because I wanted to see if my AAA pkg was in their computer system. The lady was so mean and said I can not tell you that you have to talk to your travel agent. I said well how am I going to know if it is actually in your computer, she said I guess you will have to trust your travel agent.I said well I called a few days ago and the lady looked it up just by using my name and now I have my ressie number.She said give me the number. So I gave it to her and she confirmed it and hung up. I was like gosh what in the world who peed in her cherrios this morning.
I mean they say they can't check what travel agents booked and then when you confront them on it knowing that they can they get all rude. What is wrong with them checking, is it so hard to look in the computer. I know they say they use a whole different system for travel agents well it seems funny some TA's can see what your pkg is. It can't be that hard. I mean it only takes 5 minutes of their time.
UGH Sorry I had to vent. I just don't understand why she made such a big deal about checking to see if a AAA ressie was in the computer.

 

[MrsJ Henry]

I have been very lucky and have never had a rude castmember when i have called.
I do know that when you book a package through a travel agent the policy is that you do everything through them. I think she was only following policy but she didn't need to be rude. I'm surprised actually that she ended up looking it up for you and giving you the info.

 

[gingermommy94]

Oh no...I'm sorry you had such a tough time.

We've called many, many times over the years and we've never had any problems. Actually we've found each and every one of them to be more than helpful and friendly. They usually end up striking up a conversation about totally unrelated things and I end up feeling like I just had a nice conversation with an old friend.

I do hope this was just one of those things..and that it doesn't happen again.

 

[Luv2Roam]

A mandatory 60 hour work week would most likely make even a patient person short tempered. That is my guess. They have been on mandatory 10 6-hour work days this month, and have a half a month of it yet to go.
Not that makes rudeness right. But it would about do me in too.

My understanding is once a guest books through a TA, they should contact that TA direct from there on. That agent earns their commission by taking care of their client.

I know a lot of guests contact Disney, even though they booked through a TA. But once that happens, Disney is suppose to be out of the planning picture.
For one thing, imagine if a guest was told one thing by their TA, and another by the Disney.
Or if a guest starts making changes that would affect the TA commission.
And really -- in this day and age -- I can see why they would not give out info on someone that did not book direct with Disney. How did she know you were really you?
Better to keep it simple and let the TA earn their salary.

 

[Nik's Mom]

I booked my package through AAA. So if I want to put in a room location request, I have to do this through AAA and not disney?

 

[Luv2Roam]

when you book a package through a travel agent the policy is that you do everything through them.

My understanding is once a guest books through a TA, they should contact that TA direct from there on. That agent earns their commission by taking care of their client.

Nik's Mom -- Yes, your TA (AAA).

 

[Leslie32]

I know that we should do stuff through the travel agency and I do all my stuff through them. I just wanted to know if it was even in the computer so I didn't have a surprise when I got down there and not even be in the computer. I have never booked through a travel agent this is my first time, so I am new to all of this.

 

[Leslie32]

Nik's Mom -- Yes, your TA (AAA).

Now if you have concierge you can do the room request through them not AAA my AAA even told me that. Concierge will still do all my planning and room requests just like I booked it through disney, because why pay for concierge if you can't use them for planning and room requests. Whats the point in paying that extra money if you have to do it through your AAA?

 

[SueEllen]

Even if you are booked through a travel agent they can confirm your reservaiton. They are not supposed to give you pricing or make any changes to the reservation, but they certainly can verify the reservation for you (resort, etc.)

Sorry you had a rude CM.
Sue Ellen

 

[Nolcrest]

This is the major reason I don't like to use a TA. You've basically relinquished your control over to the TA. They are the ones who should deal w/Disney.

Too bad it couldn't have been explained to you in a better fashion. She actually probably gave you information she shouldn't have. That said, I've never had a rude CM and at least you found out what you wanted to know. Now let your TA earn her money with future questions.

 

[Aimeedyan]

A mandatory 60 hour work week would most likely make even a patient person short tempered. That is my guess. They have been on mandatory 10 6-hour work days this month, and have a half a month of it yet to go.QUOTE]

AMEN! =)

 

[Sleuth]

I'm so sorry you had to deal with a rude CM. That's the worst, especially when you are really excited about your trip! Talk about a downer.

I understand that the CM's are all overworked, it's very understandable that they may be tired on possibly on a short fuse. BUT acting like that to a guest is inexcusable and totally out of line.

All the CM had to do is tell the customer politely that she should contact her TA for questions in regards to her ressie. The CM should also explain why and their policy. That's it. That's all. There is no place for that kind of treatment by employees of Disney. I'm sure Disney would not be happy if they knew that their CM's were treating customers in that fashion policy or no policy.

 

[Leslie32]

This is the major reason I don't like to use a TA. You've basically relinquished your control over to the TA. They are the ones who should deal w/Disney.

Too bad it couldn't have been explained to you in a better fashion. She actually probably gave you information she shouldn't have. That said, I've never had a rude CM and at least you found out what you wanted to know. Now let your TA earn her money with future questions.

I have let my TA do everything , the only thing I wanted was just to confirm that it was in disney's computers thats it. No changing my ressie nothing like that. She didn't have to be rude and I know they can at least tell you they have it in the computer and be done with it. I understand they are tired and worked hard but when I work long hours and am tired I am never rude to other people. Only my husband when I get home, LOL

 

[epcotfan]

And really -- in this day and age -- I can see why they would not give out info on someone that did not book direct with Disney. How did she know you were really you?
Better to keep it simple and let the TA earn their salary.

I totally agree.

 

[SeaSpray]

It's not even a matter of letting them earn their salary (although they should!). When you book ANY vacation to go ANYWHERE through a travel agent, that travel agent "owns" your reservation. That's why the resorts (including CRO CMs) are not supposed to talk to you at all regarding your own reservation.

Many CMs *will* at least give you basic information, but like someone already said, they can't make any changes through you, only through your TA. And really, they're not even supposed to do that much (give basic info).

For our first big trip to WDW back in 2001 I had a not-so-great travel agent who wouldn't call CRO for me to make a room location request. She told me "they never honor requests anyway". The request I needed had to do with some medical issues that effected my DH and DS. I called CRO myself, explained the situation, and got a very nice CM who did make the request for me, but I understood that she didn't have to.

Before that, I never knew that you no longer owned your reservation once you let a TA book a trip for you. Live and learn.

However, that's no excuse for the rude CM. She should've calmly and politely explained this to you.

 

[eeyore0062]

Sorry to hear about your problems with the TA.
Anyway, next time, if this happens, hang up, wait a few minutes and call back. The chances of getting the same TA will be about 100 to 1! Likely she had an irate guest previously and hadn't gotten time to wind down from it. Still, that wasn't your fault!

 

[nycguy1963]

CMs at CRO can't always pull up ressies made by a travel agent...often, IF those res numbers download into the CRO database system, they won't do it until day of arrival. Travel Agent ressies are supposed to download directly to the resort's computer system, which CRO doesn't have access to.

I never use a Travel Agent because I too would worry about whether things were booked right, or even booked at all. I never understand my friends who book a package "deal" at Expedia or the like and then spend all their time prior to the vacation stressed and worried if they're really going to have a reservation when they arrive or not.

 

[bytheblood]

I am so sorry you had to deal with that. I have had some CMs be short before, but never rude. The majority of them are very very kind and very willing to help. I think I would have disconnected with her and called back.

A mandatory 60 hour work week would most likely make even a patient person short tempered. That is my guess. They have been on mandatory 10 6-hour work days this month, and have a half a month of it yet to go.
Not that makes rudeness right. But it would about do me in too.

I'm sorry, but all I can say to this is ...whatever!! Not directed at you Luv2Roam

I am by no means trying to sound snotty, but......I am salary (no OT for working the extra hours) and I work each day until my work is complete and my clients are taken care of. I have spent the last 3 weeks at work with strep, a sinus infection, a throat infeaction and painful ears. When you accept employment with any company, it is your responsibilty to fulfill those duties thoroughly and to represent that company in a positive manner. I have several clients that are pure monsters, but I still treat them the same as I do all other customers and know that it is my company I am representing. We are all replaceable.

 

[eeyore0062]

Then you are EXACTLY what they are looking for in a Disney Castmember.

 

[Luv2Roam]

whatever!! Not directed at you Luv2Roam

No offense taken. Everyone acts different under stress, sickness, whatever.
And agree, that does not make rudeness to any guest right.
Sorry to say it happened, as I am sure it does. I just think that job would have to be overwhelming right now between new everything and a lot of long hours. I would not want it.

TA handling all the work can be a good thing or bad -- depending on various factors.

I was wanting to point out that CMs are not to do anything with res' made by TAs. I did not know this either until just a short time ago.
Makes sense when you think about it. We are just so spoiled with CMs handling many details for us.

One thing I have noticed reading about at other places are guests booking on internet sites, such as Travelocity, and the computer or system not working right. The result is the guest ends up with multiple res', and sometimes is not aware until check in.