Computers are supposed to make everything easier, right? Maybe I shouldn’t have expected everything to work perfectly with the mouse, but they proved to be a problem when planning my Disney cruise.
If you’ve ever been frozen out while purchasing airline tickets and lost that great fare, or realized after the fact that you bought two hotels rooms instead of one on Travelocity, you know technology sometimes complicates matters. With Disney, my expectations were perfection. Reality proved that Disney can suffer from many of the same glitches as other online booking sites.
I registered online months in advance to complete all the required travel forms. It took awhile and the site froze often, but the registration was finally listed. It was a frustrating process, but when it works, it speeds your way onto the ship. Just remember to actually print, sign, and bring all those forms with you. If you forget — you’ll have to do all the documents over again at the port.
I also planned to book excursions and dining options online, so I tried for the highly sought after Palo reservations which go fast. I tried numerous times without success. Every time I hit the send button, the site froze. Then the screen came back with a notice that Disney’s reservations system was experiencing a problem — check back later.
Determined, I sometimes tried a dozen times a day with no success. How bad was it? For a month, the first greeting on the Disney toll-free number was an automated voice stating the site was ‘currently’ experiencing difficulties. There are Broadway shows that haven’t run as long as this computer problem.
Then, I thought I had a magical moment. Palo had a reservation! The anticipation was great. The reality, not so good. Despite sending the data more than a dozen times, it wouldn’t go through. The system said my request didn’t match the required number of persons, yet I was submitting the right number and when I tried every other combination, that didn’t work either. Sensing a computer glitch, I called Disney.
The agent apologized, but said the reservation was gone. I persisted, citing the computer issues. A supervisor promised to put me on the wait list.
I offered Disney a chance to comment on this issue and received no reply before press time. It’s still disappointing to me that Disney knew the system had some serious flaws but didn’t do more to inform and assist the traveler through the site. I’m happy to note, though, that the old advice to call when in doubt works. When we boarded the ship, we were told someone at Disney had gotten us a reservation.
I always thought Disney was on the top of their game, but until this web cruise reservation system is fixed, it allows for customers to be confused, frustrated and disappointed before the boat even sails.
Let’s hope they resolve this quickly. Some might wonder if they can’t get their technological infrastructure working, what might go wrong on the actual ship?
{ 9 comments… read them below or add one }
Don’t book a cruise online.
Amen, John.
Another reason to use a travel agent.
Now come on: that’s a flippant response/answer. If a company like Disney has a web site that is/can be used for booking, then why not use it?
The reason companies like Disney have websites for booking is that they believe it is cheaper for them to have consumers book direct than to pay an agent a commission. Ditto the airlines, though airlines don’t generally pay commission. Though as this experience illustrates, it often is not easier for the consumer.
And often I hear stories with travelers who booked direct saying they have spent hours on the phone trying to fix the problem. Which means the company might have been better off paying an agent too! Instead of paying their reservationist for all the time involved.
I second the vote for a travel agent. But I would state ” call a Certified Travel Agent Professional and Disney Specialist” who knows Disney.
Most people don’t have the time you spent on this one nor desire the frustration you experienced.
As a Professional Travel Agent and Disney Specialist, I would add that Disney has issues, but that’s where my expertise pays off.
Just to clarify, the cruise was not booked online, it was booked through a travel agent. The article discusses the frustrations of submitting registration information and booking additional excursions and options through the Disney site once the cruise was booked. Given the many diffficulties I had just trying to reserve a dinner, I probably would never had gotten a whole cruise booking through and would always suggest using a travel agent.
Disney later contacted me to say, “We now offer a specialized team of agents that are available to assist guests with any website related issue. This team provides personalized navigation instruction and helpful hints on troubleshooting.” But that response does not address that the problem ran for months and my personal feeling was Disney could have provided a better customer experience by acknowledging the breakdown online when it continued beyond a day or so and directing clents to call.
Months? Disney has been experiencing problems with their website for years.
I hear you Laura. I experienced 90% of what you went through. I am a bit worried as I need to book activities and meals soon. I am in Asia and no agents here will do for me. I can only depend on the internet. And my biggest disappointment is how the Disney reservations agents WOULD NOT help me. They keep on asking you to call. For some reason, they don’t like helping you with email. I told them I am on the other side of the planet with a 12-hour time difference but they don’t just gave a dxxn.