Totally Frustrated with wait times calling Disney!

[maccagerl]

Not a fee, you were just charged the difference in price between the old ticket and the new ticket.

 

[notatallmagic]

Funny story - We have an upcoming trip less than 3 weeks from now - and needed to add a room request for an allergy deep clean. I've tried about four or five times before, and gave up after hours of waiting each time. I think you used to be able to call the resort directly (?) but now it seems to be routed through one main number.

In any event, I called on Thanksgiving morning, and got through in five minutes...lol. I guess everyone else was still asleep or busy cooking! Shortest wait ever!

 

[CBMom01]

Funny story - We have an upcoming trip less than 3 weeks from now - and needed to add a room request for an allergy deep clean. I've tried about four or five times before, and gave up after hours of waiting each time. I think you used to be able to call the resort directly (?) but now it seems to be routed through one main number.

In any event, I called on Thanksgiving morning, and got through in five minutes...lol. I guess everyone else was still asleep or busy cooking! Shortest wait ever!

I didn’t know an allergy deep clean was possible. Is this for environmental allergies or food (like, if someone ate peanuts in bed)? My stepdaughter has a food allergy that makes her break out in hives if she touches it.

 

[dledger]

I genuinely don’t understand how people can do these wait times. I called Saturday, 167 minute wait. I had to hang up after an hour and a half because…parenting. Called again Sunday - 167 minute wait again so I picked call back. They called about an hour and a half later BUT then needed to transfer me and it was going to be another 2+ hours. I hung up. Tried the app, and was told no I needed to call. Called at open today and was on hold 40+ minutes. I really feel sad because I’m realizing I am currently planning a dream trip which will also be probably our last trip for a long time because of subtle things like this.

 

[notatallmagic]

I didn’t know an allergy deep clean was possible. Is this for environmental allergies or food (like, if someone ate peanuts in bed)? My stepdaughter has a food allergy that makes her break out in hives if she touches it.

Great question! I believe I learned about this possiblity on DisBoards as well.

My son has severe allergies to dust, and cats (among other things). Dust is the worst - and with the limited cleaning now, that's a big one.

Several of the resorts also allow pets now; and all would allow service animals (as they should). I always let them know that what he is allergic to; and then request the deep clean. I like to believe that they wouldn't knowlingly put us in a room that didn't JUST have an animal in the night before. I have been told that certain resorts that allow animals generally keep them on the first floor; so for my next trip (we're staying in an "animals allowed" resort) I requested anything BUT the first floor. Luckily, his dog allergy is far milder than his cat allergy, and there aren't many service cats

I'm sure you could call (wait forever ) and request a deep clean as well. Just be prepared to wait longer for your room to be ready. Good Luck!

 

[klmall]

I decided to call on the Friday after Thanksgiving hoping people would be busy hitting the sales online etc. but it was a 120 minute wait with no option to get a call back. Eventually I got a person who looked at my ticket situation; spoke with a supervisor who had to dive down deep into the archives I guess to add a Complimentary PH from 2002 but it worked and I got it added to my upcoming trip!

Last time I called I was offered a call back and received one within the hour so I was hoping for the same that day but no luck.

If there had been any other way to avoid those calls I would have done it; the wait is horrible!

 

[TikiRob]

I've had fairly good luck in the past, but waited nearly 3 hours the other night to get my issue resolved. I got a reservation specialist (?) in about 5 minutes who said I was out-of-luck, but I requested to talk with a ticket specialist who could actually fix my problem. I'm glad I didn't listen to the "level one" support. It certainly was annoying, but I managed to catch up on the work email I missed while on Disboards during the day!

 

[LittleStinkerbelle]

I called at 10:45 p.m. on Saturday night (very sadly to cancel my trip that I was supposed to be on right now
) and I got through to a CM in about 5 minutes. It's the first time I've had to call in a while so I'm not sure if I got lucky or if late at night is a good option.

 

[Airb330]

I was quoted 90 minutes to reserve a cabana and actually stayed on the phone. I am now 1 hour and 52 minutes into the hold. This is crazy and horrific customer service. Why this cannot be done on the website is baffling. My airpods are about to die!

It was finally answered at 2h 2m. The call was disconnected as I was giving he expiration date on my Visa. I am going to lose it. They have not called back. I am so upset it isnt even funny.

 

[Ikaikalani]

I was quoted 90 minutes to reserve a cabana and actually stayed on the phone. I am now 1 hour and 52 minutes into the hold. This is crazy and horrific customer service. Why this cannot be done on the website is baffling. My airpods are about to die!

It was finally answered at 2h 2m. The call was disconnected as I was giving he expiration date on my Visa. I am going to lose it. They have not called back. I am so upset it isnt even funny.

You have my sympathies. Welcome to Disney 2.0

 

[Airb330]

You have my sympathies. Welcome to Disney 2.0

And it wasn’t AT&T. The call was clearly dropped on their end. I’m SO GLAD we got through fruit allergies but we couldn’t get my expiration date. I cannot believe they didn’t call back. I don’t think I have it in me to ever call that number again. I am writing a letter I’d rather “waste my time” with that.

 

[AnnaKristoff2013]

And it wasn’t AT&T. The call was clearly dropped on their end. I’m SO GLAD we got through fruit allergies but we couldn’t get my expiration date. I cannot believe they didn’t call back. I don’t think I have it in me to ever call that number again. I am writing a letter I’d rather “waste my time” with that.

 

[Lylystraus]

Called them 2 days ago to reschedule à trip, 2 hours wait, and got disconnected in the middle of the call. They didn't call back either. Had to wait another hour to speak with them.

 

[alainchas]

Wait times were already bad a year ago! I can’t believe that hasn’t gotten better. Disappointing.

 

[Airb330]

Called them 2 days ago to reschedule à trip, 2 hours wait, and got disconnected in the middle of the call. They didn't call back either. Had to wait another hour to speak with them.

I’m living this right now. Quoted 60 minutes. It has been 95.



First off they need a callback. I have heard sometimes people get that option. I never have. Second, wait times shouldn’t ever be this long for basic things.

I have had more pleasant calls with xfinity, AA, Verizon Fios and AT&T Mobility lately. Quicker too!

UPDATE. Rep answered at 2h. They claimed all cabanas gone for the day. I said the likelihood of that seems low. Perhaps the last agent took availability away and since she didn’t get my expiration date…it’s in limbo? Nope just out of luck. Well I am FURIOUS obviously and am waiting 38 minutes to speak to a supervisor...which connected me to another rep...so another fail. 15 more minutes for a supervisor...
UPDATE2: supervisor said nothing available. Sorry a cabana doesnt all book up in 2 hours...she agrees but only option is to call back. So 5.5h on hold for this and I got noting and Disney def doesn't get $300 from me. Ridiculous.

 

[Rheinhold]

Same experience as y'all. I canceled my Christmas trip and wanted to reschedule for February. I was on hold for over two hours so I could get my tickets transferred to new days. They said I would have to wait for a "special event" in order to transfer over my $500 Christmas Party Tickets. I guess I should be happy they're even letting me do that!

It's really amazing that Disney gets away with stuff like this! Would we tolerate these wait times from any other company?

 

[reddog21]

I just don't understand why it's so hard to make cabana rentals an online option.

 

[Tess]

I inadvertently double booked a resort reservation for February. I had a "standard view" rack rate at Pop and today an AP rate popped up. Rather than going to My Plans and changing the existing reservation (because I didn't realize I could do that), I booked the new reservation. Then went to my plans and realized I could modify the existing--which I did.

I then tried to cancel the second reservation BUT the website wouldn't progress beyond the cancel page so I couldn't do it. I dreaded it, but I called Disney--went through the prompts and was offered a callback or a 12 minute wait. I opted for the callback and it was returned in less than five minutes. Second reservation cancelled and room requests made for the original one in less than 10 minutes. That sure hasn't happened in recent memory!

 

[Airb330]

I just don't understand why it's so hard to make cabana rentals an online option.

Me either. I also just do not buy the inventory vanished in a two hour period. Five and a half hours for nothing. I’ll be writing to customer service for sure (what’s another 20 minutes at this point?)

 

[AnnaKristoff2013]

Me either. I also just do not buy the inventory vanished in a two hour period. Five and a half hours for nothing. I’ll be writing to customer service for sure (what’s another 20 minutes at this point?)

It’ll be filed in the circular bin. Chapek’s Disney does not care about customer service.