IndyToThere
Mouseketeer
- Joined
- Feb 18, 2018
Not so much a gripe thread, but what is the main thing you've noticed that Disney seems to be missing out on that could make their process and/or customer experience better? As in, something they seem to consistently lack and are not seemingly addressing that harms the premium Disney experience?
After a few very lengthy calls to customer service this year, I had a few -
1) Staffing Levels for Customer Service, especially for Ticketing service.
We had tickets for Spring Break in 2020 for a trip that obviously got cancelled. Disney automatically extended the expiration date of the tickets up to late Sept 2021. Our first trip back is Oct 2021, so we needed to extend the use date to cover the Oct dates. I called customer service around March/April this year... here's how that call experience went:
- Start calling on day1 in late am... constant 'all circuits are busy'
- After multiple attempts over a few hours, finally get through and sit on hold in the main queue. After 45 min, an unscheduled work meeting pops up, so I had to disconnect.
- Call again in late afternoon... after 1 hour, get ahold of rep who mentions they need to transfer me to ticketing service (odd that the main line options don't let you go to ticketing service directly?), but the hold queue is around 2 hours. We had company coming over that evening, so I couldn't wait that long that day and would try the next day.
- Day 2, call at 8am... wait around 30 min on main queue before getting someone. They get my info and transfer me to ticketing service queue. Wait another 1 hour and finally get to ticketing rep who updates our tickets to the new use date. Ticketing rep mentions they had a very high call volume at that time due to some Florida resident ticket offer that was expiring and a high number of residents were calling to get adjustments made/questions.
Total time spent on both days: 3.25 hours + multiple call attempts on day 1 (all circuits are busy)
At first I thought it was just a temp issue due to the high call volume based on the FL ticket scenario mentioned by the castmember. However, experience this past week showed it's more of an ongoing problem:
Second experience this week (late June) for needing to update a Child ticket to an Adult ticket due to our son crossing over to the adult age (we had a child ticket we bought/transferred from a family member.)
- Call in early afternoon... wait 30 min on main queue and get transferred to ticketing queue. After 1 hour in the ticketing queue, a work meeting pops up and I need to disconnect.
- Day 2, call in late am and wait 30 min main queue. Get transferred to ticketing queue and wait 1.5 hours in the ticketing queue before getting to ticketing rep, who helps get our ticket adjusted.
Total time spent on both days: 3.5 hours
From both issues and other various anecdotes from others about ticketing service wait times, it appears that Disney service is either a) Understaffed and/or b) the Ticketing Process lends itself to higher-than-expected call volume that Service can't keep up with. I'm sure they have Call Managers who track and report on this kind of stuff (I've worked in a technical call center before, and it's standard to track what kinds of calls are resulting in call volume / call times / etc). The Call Center reps themselves are pleasant to talk to, but trying to get a hold of them for any sort of ticketing service is painful. I haven't seen this issue on the other hand for customer service when needing help booking a trip reservation.
2) The MDE app/website needs to allow self-servicing an upgrade from a Child Ticket to an Adult Ticket.
Related to #1 above, you cannot self-service an upgrade from a Child Ticket to an Adult ticket. You can however update a ticket for: a) the Use Date of the ticket, b) Base ticket to Park Hopper (or Park Hopper+) c) Number of Days. Those are all great things to self-service, and I wonder how many people don't realize you can do this themselves (perhaps lending itself to part of the problem in #1?). Regardless, I would think it's a semi-common problem of children aging out of a Child Ticket and need to upgrade to that Adult ticket... just give us the ability to do this ourselves. We'll gladly not add to the call volume if we can self-serve this one. =)
After a few very lengthy calls to customer service this year, I had a few -
1) Staffing Levels for Customer Service, especially for Ticketing service.
We had tickets for Spring Break in 2020 for a trip that obviously got cancelled. Disney automatically extended the expiration date of the tickets up to late Sept 2021. Our first trip back is Oct 2021, so we needed to extend the use date to cover the Oct dates. I called customer service around March/April this year... here's how that call experience went:
- Start calling on day1 in late am... constant 'all circuits are busy'
- After multiple attempts over a few hours, finally get through and sit on hold in the main queue. After 45 min, an unscheduled work meeting pops up, so I had to disconnect.
- Call again in late afternoon... after 1 hour, get ahold of rep who mentions they need to transfer me to ticketing service (odd that the main line options don't let you go to ticketing service directly?), but the hold queue is around 2 hours. We had company coming over that evening, so I couldn't wait that long that day and would try the next day.
- Day 2, call at 8am... wait around 30 min on main queue before getting someone. They get my info and transfer me to ticketing service queue. Wait another 1 hour and finally get to ticketing rep who updates our tickets to the new use date. Ticketing rep mentions they had a very high call volume at that time due to some Florida resident ticket offer that was expiring and a high number of residents were calling to get adjustments made/questions.
Total time spent on both days: 3.25 hours + multiple call attempts on day 1 (all circuits are busy)
At first I thought it was just a temp issue due to the high call volume based on the FL ticket scenario mentioned by the castmember. However, experience this past week showed it's more of an ongoing problem:
Second experience this week (late June) for needing to update a Child ticket to an Adult ticket due to our son crossing over to the adult age (we had a child ticket we bought/transferred from a family member.)
- Call in early afternoon... wait 30 min on main queue and get transferred to ticketing queue. After 1 hour in the ticketing queue, a work meeting pops up and I need to disconnect.
- Day 2, call in late am and wait 30 min main queue. Get transferred to ticketing queue and wait 1.5 hours in the ticketing queue before getting to ticketing rep, who helps get our ticket adjusted.
Total time spent on both days: 3.5 hours
From both issues and other various anecdotes from others about ticketing service wait times, it appears that Disney service is either a) Understaffed and/or b) the Ticketing Process lends itself to higher-than-expected call volume that Service can't keep up with. I'm sure they have Call Managers who track and report on this kind of stuff (I've worked in a technical call center before, and it's standard to track what kinds of calls are resulting in call volume / call times / etc). The Call Center reps themselves are pleasant to talk to, but trying to get a hold of them for any sort of ticketing service is painful. I haven't seen this issue on the other hand for customer service when needing help booking a trip reservation.
2) The MDE app/website needs to allow self-servicing an upgrade from a Child Ticket to an Adult Ticket.
Related to #1 above, you cannot self-service an upgrade from a Child Ticket to an Adult ticket. You can however update a ticket for: a) the Use Date of the ticket, b) Base ticket to Park Hopper (or Park Hopper+) c) Number of Days. Those are all great things to self-service, and I wonder how many people don't realize you can do this themselves (perhaps lending itself to part of the problem in #1?). Regardless, I would think it's a semi-common problem of children aging out of a Child Ticket and need to upgrade to that Adult ticket... just give us the ability to do this ourselves. We'll gladly not add to the call volume if we can self-serve this one. =)
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