Disney Cruise Line Customer Service

August 2022 Members Only Cruise was our first cruise and it will be our only cruise. First thing to remind you is our departure was changed to the next day and that changed our itinerary to missing the Glaciers and that was the only reason we were on the cruise. It was a once in a lifetime wish of ours. Those in charge had changed the itinerary with no reasonings to those on board. We had a Deluxe Stateroom top deck mid ship with a veranda for the viewing. Waste of money.
The train ride and Juno was not of any interest to us for when we were in Peru, Machu Picchu train also suffered an avalanche.
Prior to boarding we were sent up to a room that was overcrowded , standing room only and when I told them I needed a wheelchair they didn't have any available so eventually a man came up with one and said he was told to take us down the street cross the road and get Covid tested in an unsanitary room divided by drape cloth, gloves on that the volunteer didn't change from person to person taking swabs we we all unmasked and after the swabbing we were told to sit with everyone else on folding chairs nd wait for the results. 30 minutes later we were told to see the cashier and pay $400.00 Canadian and this was all ridiculous because they knew in the beginning we had all of our paperwork in order, but it seemed to be their way to get us out of that over crowded room then waited until our turn to go on deck and to our room to wash up change and go o the main deck party with our Pom poms and wave Bon voyage to those on land. Later we ate then went back to our room only to wake up and see we never left port.
Bouncing back we ended up getting sick flu like and went to bottom wet deck to the Infirmary and we were given tablets for the flu but this illness felt worse than the flu. On ship we were captive to our room. No Glaciers only water and 2 ports for Disneys kick backs.
The last night we we told to leave our luggage outside our room to receive them the next day. That ended up being a screwup because or luggage was mixed with another gift bag of length and of course my wife's Maui Jim Aviator sunglasses were missing and we had someones bag for months even though the cruise line knew.
We are asking for a full refund not limited to expenses that accrued.

We sail last Aug 29 to Sept 2- it was amazing experience yes. To my surprise Disney Cruise will charge clients on charges that is not authorize and the not acceptable part is being accused of stealing "knitted throw blanket" how on earth would anyone will take this from cruise, who's person would do that? I was charge of 237.54 with this accusation. And dealing with the customer service via phone or email is so hard to get in. Until now i haven't receive any email about my concern after i sent my counter email answering the accusation. So disappointed!!!!

Bad over the phone representation on the guidelines of being vaccinated bad customer service

Although our recent experience on Disney's Dream was a dream for our group, my husband and I (having cruised many times with Holland America and Royal Caribbean lines) would never again set foot on a Disney ship nor recommend it to anyone. Why? Our experience with Disney Cruise Line communications has been a frustrating and time-consuming nightmare.

MASS EMAILS from DCL were too numerous and too lengthy-and became overwhelming. They appeared to have been written by several different people in different departments, which explains their repetitious, inconsistent content. Instead of this deluge, the focus should be on replying to customers' emails in a timely manner. Three days after our cruise ended, a member of our party received an answer to a question that she'd emailed a week before the cruise regarding a required COVID "recovery letter" from her doctor. That info was needed to complete her application for the Safe Passage portal in order to board the ship!

ONLINE ACCOUNTS had to be set up by and for each passenger. They included an initial Disney account and another on the Safe Passage portal. Each account required a separate password and a separate email address, which is a big problem for couples and family members who share one email account. With no instructions provided for setting up these accounts, members of our group spent hours doing so.

PHONE ASSISTANCE from DCL was abysmal. Members of our party who called the help number ended up on hold for hours. One person waited four hours with a question about obtaining photos she'd ordered during the cruise. When a man finally answered her call, his reply to her was, "Oh, that's a question for Guest Communications," and then he hung up on her!

ONLINE CHATS that could have been helpful in answering questions and setting up accounts were not. It was impossible to reach anyone. Each time one member of our party tried accessing the site, she could not get in. Instead, this message instantly popped up: "We're sorry, we're busy right now. Please try again later."

SHUTTERS GALLERY's staff member had told us when we purchased photos taken by the ship's photographer that we'd have 45 days after debarking the ship to access our digital copies. In the absence of any clear instructions for doing so, our attempts to obtain our photos were unsuccessful. On July 10, one person in our party emailed her question to DCL, and did not receive a reply until July 27. In the meantime (as noted above in the phone section), on July 20 she called Disney's help number with questions, ended up on hold for four hours, and then a guy hung up on her. Another person in our party was on hold for two hours, then was told that someone would return his call in 30 days! There were no step-by-step instructions on the site for accessing our digital photos. Why can't Shutters simply email our selections directly to our email addresses rather than placing the burden on passengers to jump thru numerous hoops?

CASTAWAY CLUB ID numbers are required for accessing photos. Yet no one could tell us where to find those numbers. It turns out that eight digits are printed on each Key to the World card, issued to passengers during check-in. But these numbers exist separately from Disney functions with no labeling or identification. Why are the eight digits not labeled on the key-cards as Castaway Club IDs?

CONCLUSION: Our recent cruise on Disney's Dream was great and we will treasure the memories. However, we will not cruise again on a DCL ship nor recommend to anyone, because of the time-consuming aggravation with Disney's dreadful communications, lack of help by phone and email, and lack of instructions for setting up accounts and accessing photos.

I have been trying to get through to customer service to actually talk to a person for 6 weeks.

I'm hoping that I'm contacting the appropriate office regarding my complaint. I sailed the week of 9/5/2015 the Disney Fantacy what a remarkable cruise liner.
On the fourth day of sailing, the night of the firework show my sister was assaulted by one of the male guest ,she was shoved and literally pushed away from the railing were she was watching the fireworks show, the man stated we were standing here his wife in shock stated to her husband, what are you doing putting your hands on her. My sister in pure shock reported this incident to the officers on the ship as they let the man get away he kept pointing at my sister and laughing.
This was suppose to be a magical vacation which turned into a nightmare the duration of this cruise , my sister was in terror, looking over her shoulder thinking she was going to make contact with this man again, she stayed in her stateroom because she was so frightened. My question to Disney, was this incident handled properly , if it had been a child being assaulted. what would of happened. I am still very upset because what was suppose to be magical was not. She couldn't even get a simple apology. I feel we just wasted money because of the fear she had after the incident.

With Regrets:
Lisa Bagsby.

Just want to say over all the activities on the cruise ship "Magic" out of the port of Miami, FL was pleasant but it could have been great had we not have had to go through so many incidents. First, we arrived to our stateroom only to find it unprepared and no floor representative. The room had the bed's mattress resting on its side up against a wall, the vacuum cleaner on the floor at the door, bathroom not cleaned, and cleaning supplies in the middle of the room. We left and went to Guest Services, stood in the long line until we had a chance to speak with an agent to explain the problem with our room. They apologized and stated someone will be there immediately to correct it. We went back to the stateroom and stood in the hall 20 minutes waiting for someone to come while other passengers had already settled in and was now enjoying the activities. We finally had to go back to Guest Services again. This time the agent stated he would join us at the stateroom to make sure the issue was resolved and we went back to the stateroom where we waited in the hall and he did not come. We travel back up to Guest Services and explained this delay and requested another room and a complimentary drink as we were tired and sweaty from all of the delays. They granted the room change after locating a room ready for occupation and a drink for each of us at OUR request. They should have offered a bottle. However, this new room required a call for some missing items in the room only to wait 8 minutes on the phone without a pickup. This required another visit to Guest Services only to find no line and three agents just standing behind the desk. I even asked why no one was able to pickup the phone in which all I got was an apology. This cruise was a gift to my husband for our 2nd wedding anniversary so I was disappointed to have him not enjoy himself right at the beginning. Now after all of this, it was followed by a problem that was in the room next door. The workers came to our door knocking, were the do not disturbed sign hung but was pretty much disregarded, and before we could respond he opened the door and entered the room as startled as we were. I said short of a fire, why didn't you wait for a response before entering. If a passenger has that sign on the door, and a staff member needs to gain access they should wait for a response then announce their need to enter and still wait for a response before opening the door, or call down stairs and have someone call the room. But they did not, they just walked right in on us. Thank God no one else was walking through the hall while the door was opened especially someone with child(ren). The guy just said he was from Greece and will be returning soon, as if that made a difference. I think this was the worst. That had to be the upmost disrespect. Then on the last morning of our cruise they charged our account for services that had not been provided. Here we go for another trip to Guest Services to correct. I am so embarrassed that all these incidents happened after I bragged so much about how great any of your ships must be to cruise after seeing the ad on television and this was our first time. We would have let one or two of these incidents go had the staff been a little more forthcoming in fixing the mistakes. So, I hope someone will address and respond to this notice as I also plan to send this complaint to your corporate cruise office as well. This should never happen to anyone on any of your cruises.

We have not had a pleasant experience. Through agent's typo error, the wrong date of the cruise was entered. She did correct it immediately. Since my husband's name appeared first on the account, and my email address was entered instead of his, a hard copy bill was generated to our home which had the wrong dates due to typo. Upon checking email to pay final bill, and checking hard copy bill, we noticed a $300 difference. When questioned, agents merely said we needed to go by email amount which was the correct amount. We had long planned to pay $1200 final bill, not $1500. This may seem insignificant to you, but as retired folks on a fixed income, it is significant. The only error on our part was not realizing before today that two different quotes were given. Is there anyway or anything you can do to help us, thank you.

My family and I recently took a 12 night Mediterranean cruise aboard the Disney Magic. We were so disappointed in the condition of the ship, the crowded conditions,the facilities which were out of order, and a frightening incident that happened to my grandson. I phoned your office but no one answered the phone. I did leave my name and number.

No one answers the phone

I bought a cruise for my family in Septemeber for a March cruise.We paid an initial deposit of $700 dollars. We received a bon voyage package in the mail. I called a week before cruise to schedule activities for the kids and was told my reservation was canceled because I didn't call in to pay the remaining balance of the vacation package. Apparently on the bottom of my receipt there is info about the fact that I must call in to pay balance. My family and I have never been on a cruise and only chose this one for the kids and grandparents. We had figured since Disney had are credit card they would bill us accordingly. (like a hotel) It was horrible enough that vacation was canceled but then were told our $700 was not refundable when disney filled our spot with somebody else.(couldnt even credit toward another cruise) The customer service agent also told us that this happens often. So Disney is taking people deposite repeatedly over a miss communication. Not good.

Disney's higher management have absolutely no customer service. They are rude and feel that talking to guest are a hassle. They have no issues charging an arm and a leg for their boat and feel that they do not NEED to provide service since most people fall for the Disney name. The "executive" team do not want to be bothered by any issue or want to talk to the people that kept DCL a float.