Planning a trip to Disney World in a few short weeks and I need assistance with purchases and changes to my reservation. The first number I call (listed on the reservation page), provides a “all circuits are busy now, please try your call again later” response. The second number I call (also on the reservation page) winds me through 1,000 automated questions only to tell me my on-hold wait time will be over 60-minutes.
This is not exceptional service!
Next, because my reservation was booked by a client using my maiden name, I can’t do anything online. It shows me as a guest of myself. Every single time we’ve been to Disney — that’s several — it’s a $10K money dump. Still, I have to wait AT LEAST one hour to talk to a human?
Next, I call the number provided to my client as their “special” contact person. I left a voice message and 1-hour later, I have not received a call-back. Note this client is reserving room blocks for over 1000 guests, booking their A/V team and a ballroom, and one of their inside speakers. That’s a huge expense! You’d think there would be some response, wouldn’t you? Next, I send an email to that same person. Again, over 1-hour later and I’ve not gotten a reply.
With all the other changes I’m not crazy about already, I’m tempted to just forget the whole trip. If not for the fact that my son and granddaughter are looking forward to it and the resort costs are covered, I would. I still may.
Customers base the experience you provide on ALL the experiences they receive as customers. I’ve gotten better service from every single transaction I’ve had within the past year than Disney is affording to me today. Amazon is better. Zappos is better. And even Walmart is better than you, Disney! The only experience I’ve had where I felt the level was about the same was COVID vaccine reporting.
I’m disappointed. This ride has started out pretty bumpy and I’m not sure where it will end…
