Phone wait time ..

[4 mickey]

What’s up with that
334 min wait to talk with dcl on the phone
it’s insane ..

 

[Van Houten]

I had the same 334 min quoted around half hour ago as well, and that was an update from an earlier 104 min estimate right after I called in at 8:00 eastern. Yesterday at one point it was way over 400 min. Something odd is going on there.

 

[4 mickey]

I had the same 334 min quoted around half hour ago as well, and that was an update from an earlier 104 min estimate right after I called in at 8:00 eastern. Yesterday at one point it was way over 400 min. Something odd is going on there.

i feel dcl should really look to rectify that problem not cool of you need to get in touch with them

 

[tvguy]

i feel dcl should really look to rectify that problem not cool of you need to get in touch with them

I would be shocked if they aren't. But like many employers, they can't find the staff they need.

 

[dwg]

I have also been trying to get in touch with DCL for days regarding our upcoming cruise. On one attempt they just said we cannot take your call. Call back later. Very frustrating. Maybe at the very least they should expand the call hours. There are some important things that require you to call DCL that cannot be done online. This isn't the first thread about wait times. In the interest of good customer service maybe it is about time Disney puts out a press release explaining what the problems are and what they are doing to fix it.

 

[ruadisneyfan2]

This makes my TA more appreciated than ever.

 

[MillauFr]

There are some important things that require you to call DCL that cannot be done online.

The most maddening thing about it is you are waiting 6 hours on hold to get in touch with someone sitting at home that is making changes for you online.

 

[dwg]

Trying to call DCL again. Got on at 9:00 when they opened the line. Initially said 60 minutes wait. I thought ok I can deal with that. Now at 10:20 am I get a message that the wait time is 429 minutes. How does that even happen! Disney should be ashamed of themselves.

 

[disneyfaninaz]

Trying to call DCL again. Got on at 9:00 when they opened the line. Initially said 60 minutes wait. I thought ok I can deal with that. Now at 10:20 am I get a message that the wait time is 429 minutes. How does that even happen! Disney should be ashamed of themselves.

I'm in the same boat. I called exactly at 9, had a 42 minute wait, now almost 2 hours later and I'm still waiting.

 

[disneyfaninaz]

It took 4 hours on hold, but I got through and was able to cancel my cruise, which took a total of 4 minutes. Despite dealing with the massive number of phone calls and wait times, the CM was so nice, pleasant and apologetic, just as you would expect from Disney. ☺

 

[ruadisneyfan2]

That is horrible. All of you waiting insane times need to write to Disney. I realize they can’t make more employees just materialize but they can make more things available for guests to be able to change online. Sometimes things are complicated and just need to explain to a human being but something like pp just cancelling a cruise, that should be able to be done online.
Maybe have it require multiple steps of confirmation such as “Are you sure you want to cancel your cruise?” Then add a 24 hour window to change your mind in case of error like airlines do.

 

[disneyfaninaz]

That is horrible. All of you waiting insane times need to write to Disney. I realize they can’t make more employees just materialize but they can make more things available for guests to be able to change online. Sometimes things are complicated and just need to explain to a human being but something like pp just cancelling a cruise, that should be able to be done online.
Maybe have it require multiple steps of confirmation such as “Are you sure you want to cancel your cruise?” Then add a 24 hour window to change your mind in case of error like airlines do.

I did say to the CM that DCL should allow cancellations on line like WDW allows with their reservations. She just apologized.

 

[cedricandsophie]

This makes my TA more appreciated than ever.

Exactly. One phone call or email to her. It’s done. she just paid for our transatlantic cruise in May and I booked excursions online for Portugal and Palo dinner. Very easy.

 

[FigmentSpark]

I went through my TA yesterday morning. It took her 2 hours (I was on hold with her) to get someone at DCL. I guess this is all Covid... changes, cancellations and even rebookings with credits. They're just inundated.

 

[ruadisneyfan2]

I went through my TA yesterday morning. It took her 2 hours (I was on hold with her) to get someone at DCL. I guess this is all Covid... changes, cancellations and even rebookings with credits. They're just inundated.

I never have to sit on hold with my TA. Online TAs such as Orbitz did that once with our WDW reservation, but our TA just handles whatever we need. I can email or text her. We chat about cruising all the time. She is like a friend now; she's been my TA since 2008.
Once we were vaccinated and started traveling again, we went to WDW so I asked her to book that too just to throw some income her way. I could have easily done it myself but figured she went a year at that point with doing a lot of rearranging of people's reservations all with no commission for trips actually taken. It's bad enough to be out of work but working without pay is a real kick in the teeth.

 

[MillauFr]

I did say to the CM that DCL should allow cancellations on line like WDW allows with their reservations. She just apologized.

I don't understand. I was able to cancel online without calling.

 

[nancipants]

I believe the only way to cancel online is through the Chat feature, which may not always be available since it still requires someone on the end of the line.

 

[Sharon-S]

I have been trying to reach DCL customer service for 4 days by chat and phone. Chat hasn't been available at all. One day I received the phone not available call back message. On Saturday, I received a wait time of over 7 hours. Today I called right at 8am. Was told 51 minute wait time. After an hour it became 2.5 hours, then after waiting 2.5 hours, I was told 3.5 hours. How does wait time keep increasing by hours while you are on hold? This is so odd.

 

[DCLMP]

I don't understand. I was able to cancel online without calling.

How?

 

[MillauFr]

How?

Maybe the difference is I was using Costco Travel agency. I just canceled Costco website.