Comments on: Online frustrations with Disney cruise booking

By: Trish

Trish — Thu, 10 Sep 2009 05:20:48 +0000

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.

By: Autumnrose

Autumnrose — Tue, 17 Mar 2009 21:18:51 +0000

Months? Disney has been experiencing problems with their website for years.

By: laura

laura — Tue, 24 Feb 2009 13:43:33 +0000

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.

By: Tony Azpeitia

Tony Azpeitia — Mon, 23 Feb 2009 23:31:00 +0000

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.

By: Janice Hough

Janice Hough — Mon, 23 Feb 2009 23:03:00 +0000

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.

By: Joe Alexander

Joe Alexander — Mon, 23 Feb 2009 22:12:54 +0000

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?

By: JJ

JJ — Mon, 23 Feb 2009 21:45:33 +0000

Another reason to use a travel agent.

By: Adrienne G.

Adrienne G. — Mon, 23 Feb 2009 20:47:28 +0000

Amen, John.

By: John Frenaye

John Frenaye — Mon, 23 Feb 2009 16:05:59 +0000

Don’t book a cruise online.