Contacting Disney Cruise AFTER a cruise to report an issue

[ppsml]

We recently returned from our 16th Disney cruise on 12/30/16. Normally we would be raving about the great time we had, not so this time. We had a "room issue", a mechanical issue, nothing we did. We spoke with guest services and housekeeping the entire length of the trip, the issue was never fixed (they couldn't fix it). We were promised by the head of guest services on the boat we would be contacted by Disney Cruise after returning home, it would be no later than a week. I voiced my concern as once is disembarked, I had no proof of anything and they wouldn't give me copies of their notes. They agreed something should be done in the form of compensation, but it must be done by "state side". And of course, my fear has come true ... we have heard nothing from Disney and I feel like a fool. No calls from Disney. I called our Disney Cruise Vacation Planner, she forwarded our concern on, but all they will give you is an email. I have, of course contacted that email, just an automated response. Is there any way to get to a human? I am so disappointed that after 16 cruises and paying for over 30 cabins (we take family) there is no way to get to an actual person who can address this issue. Any ideas? Thanks.

 

[eeyorefanuk]

I hope you get it sorted

 

[Sytrace]

1-800-511-1333 is the general number and you could start there and escalate as needed.

Here is a local Orlando number though : (407) 566-3500 It is listed under the BBB as contact number for DCL

 

[Oh Henry]

That's unfortunate. Hopefully you can get ahold of them or someone finally contacts you soon.

Saw on another board someone with some issues in December that was able to get compensation after she got back.

 

[sambycat]

When we have had concerns (or kudos), that email has generated an auto response, and specific concerns have been followed up by real people. Use all the contacts you have and I'm sure you will hear back. Good luck.

 

[bbel]

It's unfortunate that this happened, and Im pretty sure things will work out, but also keep in mind that they told you a week, and its only just been a week with holidays. Shore side get breaks too, so it may just take a couple of extra days to get passed on to the right people that can actually solve it and make a difference. Hang in there.

 

[PrincessShmoo]

We recently returned from our 16th Disney cruise on 12/30/16. Normally we would be raving about the great time we had, not so this time. We had a "room issue", a mechanical issue, nothing we did. We spoke with guest services and housekeeping the entire length of the trip, the issue was never fixed (they couldn't fix it). We were promised by the head of guest services on the boat we would be contacted by Disney Cruise after returning home, it would be no later than a week. I voiced my concern as once is disembarked, I had no proof of anything and they wouldn't give me copies of their notes. They agreed something should be done in the form of compensation, but it must be done by "state side". And of course, my fear has come true ... we have heard nothing from Disney and I feel like a fool. No calls from Disney. I called our Disney Cruise Vacation Planner, she forwarded our concern on, but all they will give you is an email. I have, of course contacted that email, just an automated response. Is there any way to get to a human? I am so disappointed that after 16 cruises and paying for over 30 cabins (we take family) there is no way to get to an actual person who can address this issue. Any ideas? Thanks.

I've always used the "Contact us" link on the DCL website. Yes, you get an automated response initially to confirm that they've received the email, but I've always gotten a personal response back within 2-3 days.

Did you make any mention of the issue on your end of cruise survey? DCL also reads those.

 

[GoofyNewfie]

Interesting that they said it will have to be dealt with state side. We had an issue once and had to vacate our room overnight. They gave us a room credit immediately.

I'm sure it will get sorted.

 

[ppsml]

I've always used the "Contact us" link on the DCL website. Yes, you get an automated response initially to confirm that they've received the email, but I've always gotten a personal response back within 2-3 days.

Did you make any mention of the issue on your end of cruise survey? DCL also reads those.

Yes, we did fill out the onboard survey as well and even left a phone number on that. Hopefully we will hear something.

 

[ppsml]

Interesting that they said it will have to be dealt with state side. We had an issue once and had to vacate our room overnight. They gave us a room credit immediately.

I'm sure it will get sorted.

Curious when that happened to you and which boat? We were on the Magic. Guest services insisted they had to do it stateside.

 

[MUN]

We recently returned from our 16th Disney cruise on 12/30/16. Normally we would be raving about the great time we had, not so this time. We had a "room issue", a mechanical issue, nothing we did. We spoke with guest services and housekeeping the entire length of the trip, the issue was never fixed (they couldn't fix it). We were promised by the head of guest services on the boat we would be contacted by Disney Cruise after returning home, it would be no later than a week. I voiced my concern as once is disembarked, I had no proof of anything and they wouldn't give me copies of their notes. They agreed something should be done in the form of compensation, but it must be done by "state side". And of course, my fear has come true ... we have heard nothing from Disney and I feel like a fool. No calls from Disney. I called our Disney Cruise Vacation Planner, she forwarded our concern on, but all they will give you is an email. I have, of course contacted that email, just an automated response. Is there any way to get to a human? I am so disappointed that after 16 cruises and paying for over 30 cabins (we take family) there is no way to get to an actual person who can address this issue. Any ideas? Thanks.

What was the issue?

 

[MunFam]

We had a few serious problems on our 2015 WBPC cruise. They did indeed call us about 10-12 days after we got back. They offered us a booking discount of 20% on a cruise within one year. I said not acceptable. They upped it to 30% off a regular fare for 2 years. That was the best they could do. I had expressed that we would VERY LIKELY not sail DCL again and that I would prefer some sort of a partial refund. That was not a possible option at all. Even a 1% refund. Nope, nada, not happening. The coupon expires in May and we will very likely not be using it.

 

[MUN]

We had a few serious problems on our 2015 WBPC cruise. They did indeed call us about 10-12 days after we got back. They offered us a booking discount of 20% on a cruise within one year. I said not acceptable. They upped it to 30% off a regular fare for 2 years. That was the best they could do. I had expressed that we would VERY LIKELY not sail DCL again and that I would prefer some sort of a partial refund. That was not a possible option at all. Even a 1% refund. Nope, nada, not happening. The coupon expires in May and we will very likely not be using it.

What was the problem?

 

[adamki]

You can also try an email to: dcl.guest.communications@disneycruise.com, that shouldn't be any different than the online form though.

When/if that fails, you can attempt an "Executive Email Carpet Bomb" using karl.holz@disney.com and robert.a.iger@disney.com or snail mail to:

Karl Holz
Disney Cruise Line
210 Celebration Place
Suite 400
Kissimmee , FL 34747-4600​

 

[ProgressCity]

These matters have to be handled through email. The dcl.guest.communications@disneycruise.com is the correct email to use. Don't bother calling. They cannot help you. It has to be done through the email. The person who gets your email will follow up with you, but it can take time. They will have access to the notes from the ship. The cast members on the phone can only handle things that are pre-cruise. Anything post-cruise has to go through the email. I know people want instant gratification, but the email system allows there to be a paper trail for everything so there is a record of you contacting them and those cast members are THE ONLY cast members empowered to do anything. They also aren't working on weekends or holidays. There have only been 4 business days since you got back, so I'm not surprised you haven't heard anything. They're going to have quite a backlog from the holidays. Not only do they have to get caught up on the emails they've gotten, but they also have to get caught up on all the reports the ships send after each cruise, like the report that says to give you a call. If they told you on the ship that you will be contacted, you will be contacted (even if you didn't email), you just have to be patient.

Source: I used to work there.

 

[MunFam]

What was the problem?

Why are you asking?

 

[MUN]

Why are you asking?

I'm curious.

 

[Laundress]

Your persistance will hopefully get you some answers. I wonder if indeed it will take a bit of time to get an answer because of the holiday timing. Lots of office peolpe having the time off.
Looking forward to hearing you are getting some satisfaction in some form with a real love person. Best wishes.

 

[JW9DVC]

Why are you asking?

Many want to know. Why not?

 

[cmph]

I'm sorry to hear that. I was on the following cruise. I saw maintenance around a lot near our stateroom. I wonder if that happened to be your former room they were going to! We didn't have problems DURING the cruise, but we had major issues disembarking that we need to take up with DCL. I'm not hopeful it will produce any results, but they need some feedback regarding their coordination with customs in Galveston, to say the least. FWIW, we plan to email later this week. I was figuring the holiday break meant response times would be longer than usual (schools only go back into session this week for us and others), so there was no point in rushing out a message. I hope you get a satisfying response from them!