News Star Wars Galactic Starcruiser coming to Walt Disney World 2021

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lewisc

Well-Known Member
I'm not sure if Disney was swamped by the number of calls or was the issue the 1 hour + time reportedly spent explaining and booking guests.

This isn't guests buying Boo tickets. Disney needs to get more CM. If necessary have CM give preliminary info. If the caller is ready transfer them to a booking Specialist
 
dmw

dmw

Well-Known Member
In the Parks
No
MisterPenguin said:
Maybe they weren't expecting so many Club 33 and Golden Oaks reservations.

Let's think about that. This is not only a very small population compared to those who vacation at Disney, but it's a small number compared to the next larger groups to whom reservations will be open to. And this small cohort is enough to overwhelm the number of CS agents assigned to take their calls.

And the number of CS agents set aside to take these calls was chosen to take care of the larger cohorts to come, and yet, they were overwhelmed by this smaller cohort.

I think that the Halcyon is going to become very booked for the coming year. And I think people will be on hold for longer than 5 hours in the next few days.
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Maybe the phones were staffed only by CMs that support Club 33 and Golden Oaks? Thus, maybe the demand by those small groups on a small support staff surprised Disney? I mean, do we know that the wait time for all guests calling for anything was that high? Just a thought...
 
D

DisneyJoe

Well-Known Member
lewisc said:
I can almost understand long hold times for service issues on low profit transactions.
Starcruiser is $$$. Profitable
Booking affluent guests used to service.
It seems like every fan site has a Disney TA. Contract a reduced commission for overflow guests transfered. Phone should be answered after very few rings by a rep qualified to explain the experience and collect a deposit
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This assumes that
- those Disney TA's have been appropriately trained to be a rep qualified to explain the experience
- those Disney TA's have access to a working computer system that is able to record the client info as well as to take their deposit and verify their credit card info

I am sure many TA's would be happy to assist if Disney gave them appropriate training and access to working computer systems
 
Patcheslee

Patcheslee

Well-Known Member
1 QS meal included. Would WDW not bring back DDP, but give these vouchers for guests? Or is there a chance we have a possible time frame for DDP return?
Screenshot_20211006-134619_Chrome~3.jpg
 
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DCBaker

Premium Member
Here's the information for AP early booking (the FAQ was updated).

"Walt Disney World Annual Passholders can call (407) 827-7379 to reserve their Star Wars: Galactic Starcruiser adventure from October 7, 2021 to October 9, 2021 for voyages departing March 1, 2022 to May 4, 2022"
 
Patcheslee

Patcheslee

Well-Known Member
dmw said:
Maybe the phones were staffed only by CMs that support Club 33 and Golden Oaks? Thus, maybe the demand by those small groups on a small support staff surprised Disney? I mean, do we know that the wait time for all guests calling for anything was that high? Just a thought...
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16 nights available for booking in March alone, 100 cabins available. I could see it taking awhile to get through the initial demand. Imagine if they didn't have rolling booking dates.
 
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DisneyJoe

Well-Known Member
lewisc said:
Disney needs to get more CM. If necessary have CM give preliminary info. If the caller is ready transfer them to a booking Specialist
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Many call centers are having trouble with staffing, not just Disney (I know Universal is) - and once they do hire someone, there is significant lead time for training.

Even if they need to read sales scripts from a screen or search an FAQ to answer caller questions, that can increase call time which then increase hold time.

I am sure once they are able to increase staff, we will see the normal wait times decrease - but who knows when that will be?

It also wouldn't surprise me that these CMs were told in the middle of last week, or even late last week that they'd be handling the phones this week, in other words, minimal prep time.
 
MickeyLuv'r

MickeyLuv'r

Well-Known Member
SWGalaxys_Edge said:
not splitting hairs - its not a hotel - ask Disney. People have expectations different between a hotel and cruise. This is supposed to be a cruise in space. If you can't play along fine, but at least call it a cruise, not a hotel.
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I'm not much keen to hop into the debate on this subject, but just wanted to note WDW website lists it with all their other hotels, under the heading "All Resort Hotels."

If you try to book a WDW hotel, it is listed right between "Yacht Club Resort" and "The Cabins at Fort Wilderness Resort."
 
zapple

zapple

Well-Known Member
So DVC gets to book tomorrow, MUST use points for at least one person, and they can’t be bothered to tell people how many points until the day of booking. But people will still be on the phone without knowing the cost, which we know will be a terrible value for your points.
 
MickeyLuv'r

MickeyLuv'r

Well-Known Member
DisneyJoe said:
Many call centers are having trouble with staffing, not just Disney (I know Universal is) - and once they do hire someone, there is significant lead time for training.

Even if they need to read sales scripts from a screen or search an FAQ to answer caller questions, that can increase call time which then increase hold time.

I am sure once they are able to increase staff, we will see the normal wait times decrease - but who knows when that will be?

It also wouldn't surprise me that these CMs were told in the middle of last week, or even late last week that they'd be handling the phones this week, in other words, minimal prep time.
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While I'm sure many call centers are struggling, WDW's is atrocious, and has been for quite some time.

Hold times of 2+ hours MUST be driving away business.

My general rule is if a business makes it hard for me to give them my money, then they must not want it. Like it to not, Disney is sending a bad message.

Where there's a will, there's a way. WDW's call center problem long predates the pandemic; it just hasn't been a high priority, IMO.
 
corran horn

corran horn

Well-Known Member
zapple said:
So DVC gets to book tomorrow, MUST use points for at least one person, and they can’t be bothered to tell people how many points until the day of booking. But people will still be on the phone without knowing the cost, which we know will be a terrible value for your points.
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Yeah, we could do this but won't. I don't want to torpedo other things points-wise. We'll probably just go for the two days anyway since we already planned to go to DL in June.
 
Chomama

Chomama

Well-Known Member
dmw said:
Maybe the phones were staffed only by CMs that support Club 33 and Golden Oaks? Thus, maybe the demand by those small groups on a small support staff surprised Disney? I mean, do we know that the wait time for all guests calling for anything was that high? Just a thought...
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Sadly no. It was done by CMs specifically training since July for this. There just aren’t enough of them. It takes a long time to book bc dining and the hotel are separate reservations with separate availability. The CM has to put you on hold to cross check everything.
 
Chomama

Chomama

Well-Known Member
We are booked for March. I am happy to answer questions, even though I am about to cancel it. 😂. The pricing was waaaaay worse than we anticipated. If you can cram your family into one room it is 5.5k. Of course we have 4 kids and the only room options are a suite or two regular rooms. Both land at just over 11k
 

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