New DAS System at Walt Disney World 2024

jaklgreen

jaklgreen

Well-Known Member
Greenlawler said:
Yep we tried for the fourth time Sunday, waited the almost 4 hours we had to spare and had to hang up, because I had to work. I will try again maybe Saturday? But between my son's school and my job where I work weekend mornings and evenings, it keeps us from just simply logging on in the morning at the time DL's Pacific Time Zone allows. I don't want to deal with it once we are there. I have now done 11 hours waiting, with no response. That's 11 hours of my life staring at a computer waiting for someone.

I don't know how to fix it; I understand why this is happening. I just wish there was a better way of communicating the wait times when I am on hold instead of automated, "it will be two hours past your log in time". If they could give me a better estimate than that it would help, but so be it, will try again.
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I think that everyone agrees that if they are forcing everyone to call in, that they should have sufficient amount of cast members to answer these calls. Waiting for hours on a call is unacceptable for anything.
 
RSoxNo1

RSoxNo1

Well-Known Member
Greenlawler said:
Yep we tried for the fourth time Sunday, waited the almost 4 hours we had to spare and had to hang up, because I had to work. I will try again maybe Saturday? But between my son's school and my job where I work weekend mornings and evenings, it keeps us from just simply logging on in the morning at the time DL's Pacific Time Zone allows. I don't want to deal with it once we are there. I have now done 11 hours waiting, with no response. That's 11 hours of my life staring at a computer waiting for someone.

I don't know how to fix it; I understand why this is happening. I just wish there was a better way of communicating the wait times when I am on hold instead of automated, "it will be two hours past your log in time". If they could give me a better estimate than that it would help, but so be it, will try again.
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The Universal approach of "submit documentation, wait for a response" was substantially easier.

What I have been told anecdotally on Disneyland is that if you wait past the closing time, they often will pickup. Not sure if that's viable for you, but it's worth a shot.
 
Angel Ariel

Angel Ariel

Well-Known Member
Fido Chuckwagon said:
Hopefully when they start enforcing their new policy of forcing people to wait 120 days before calling again after being denied the wait times will go down. Lots of stories all over social media, and on the various disney forums, of people calling repeatedly trying to CM shop to get a different result.
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This was an issue at Disneyland before the changes were implemented in May, when no one was doing these multiple call backs, though, so the call backs aren't the main problem.
 
S

Splash4eva

Well-Known Member
Fido Chuckwagon said:
Hopefully when they start enforcing their new policy of forcing people to wait 120 days before calling again after being denied the wait times will go down. Lots of stories all over social media, and on the various disney forums, of people calling repeatedly trying to CM shop to get a different result.
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Explain to me how Disney does NOT have a log where your email is attached & automatically generates a reply which says you were denied sorry or when they tgey get picked up the same!
 
J

jennab55

Well-Known Member
nickys said:
Not strictly accurate. Guest Services can help by lending you an iPad to do the online call. And reports are you get through with no wait once you say on the chat that you’re at a park.
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Good point. I guess to me getting an iPad at GS was still “online”, but good to clarify this is an option! 😁
 
Greenlawler

Greenlawler

Well-Known Member
Just updating, trying again today. Just hit the 4 hour mark. They have changed the way they communicate.

Instead of sending an auto reply every 30 minutes that I have to respond to, now they are doing 15 minutes. My guess that is one way they are trying to cut back on wait times. I guess they are hearing complaints. They also no longer say "your wait could extend two hours of more since you joined". It now says basically "have your tickets linked" to expedite the process.
 
TrainsOfDisney

TrainsOfDisney

Well-Known Member
That’s not a defense - it’s still an issue that needs to be reported. You would be helping others to have a better experience by simply reporting but that’s your choice to make :)
 
S

Splash4eva

Well-Known Member
Chi84 said:
I would advise you to complain to Disney but I’m sure they’re well aware. That’s terrible customer service.
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How come this wasnt a “legal issue when it was 1st implemented. I literally waited 8 hours and got nowhere and then anoher 10 when i finally gotthru
 
Chi84

Chi84

Premium Member
Splash4eva said:
How come this wasnt a “legal issue when it was 1st implemented. I literally waited 8 hours and got nowhere and then anoher 10 when i finally gotthru
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I‘m not seeing it as a legal issue because they’re implementing their own voluntary program. The ADA doesn’t mandate DAS and no court so far has held that line-skip systems in any form are necessary to provide reasonable access. There could come a day when the DOJ gives its opinion or someone sues, but those things haven’t happened yet.

As far as the wait times, it’s unconscionably bad customer service. If you’re implementing a line accommodation program for certain people, they shouldn’t have to wait those ridiculous times to request inclusion in the program.
 
Angel Ariel

Angel Ariel

Well-Known Member
Greenlawler said:
Just updating, trying again today. Just hit the 4 hour mark. They have changed the way they communicate.

Instead of sending an auto reply every 30 minutes that I have to respond to, now they are doing 15 minutes. My guess that is one way they are trying to cut back on wait times. I guess they are hearing complaints. They also no longer say "your wait could extend two hours of more since you joined". It now says basically "have your tickets linked" to expedite the process.
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So you're at appx 15 hrs of waiting now over multiple days, am I remembering your previous post correctly?
 
TrainsOfDisney

TrainsOfDisney

Well-Known Member
Splash4eva said:
How come this wasnt a “legal issue when it was 1st implemented. I literally waited 8 hours and got nowhere and then anoher 10 when i finally gotthru
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Many laws have been passed because people complained so that the ADA / DOJ were aware of the issue and could determine what is right and wrong.
 
S

Splash4eva

Well-Known Member
Chi84 said:
I‘m not seeing it as a legal issue because they’re implementing their own voluntary program. The ADA doesn’t mandate DAS and no court so far has held that line-skip systems in any form are necessary to provide reasonable access. There could come a day when the DOJ gives its opinion or someone sues, but those things haven’t happened yet.

As far as the wait times, it’s unconscionably bad customer service. If you’re implementing a line accommodation program for certain people, they shouldn’t have to wait those ridiculous times to request inclusion in the program.
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Agreed its terrible CS but it happens same way at times you are on hold for an airline or an insurance company etc. but it happens…
 
S

Splash4eva

Well-Known Member
TrainsOfDisney said:
Many laws have been passed because people complained so that the ADA / DOJ were aware of the issue and could determine what is right and wrong.
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So should a law be passed when a regular person needs to wait on hold for airline travel after delays and cancellations? We just had probably a 6 hour wait a few weeks ago and the kicker is. Our bag is still
Missing. And we have called probably 7-8 other times as well…
 

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