Why are call-in hold times 1 hour+ ?

[AMartin7777]

I've been on hold for an hour already. Why is one of the largest companies in the world taking so long to answer calls?

 

[Sirwalterraleigh]

Probably because they’ve transitioned for mostly online and don’t have the amount of callbank they used to?

what are you calling for? Sometimes you can get the answers you need here?

 

[wdwfan22]

Wait times are long because they don’t staff hundreds of operators anymore. Most everything can be done online so they don’t need big call centers anymore.

 

[DisneyJoe]

I've been on hold for an hour already. Why is one of the largest companies in the world taking so long to answer calls?

- I don't believe they have fully brought back everyone that was furloughed or laid off yet
- and even though you would think that everything should be able to be done online, Disney's website(s) have always been very poorly made, thus causing people to need to call in

 

[MickeyLuv'r]

Paying employees costs money.

 

[CosmicRays]

It is far easier to get in que for their online chat in my experience.

edit: edited out my snark.

 

[CosmicRays]

My question cannot be answered online. It was a rhetorical question. There's zero excuse for a company as large as Disney to not have adequate phone staff coverage and I would argue that if it is taking 1+ hour to answer a call, they clearly DO need more staff.

What was the question?

 

[Queen of the WDW Scene]

What are you trying to call about?

You do realize that Disney announced the Boo Bash this morning correct? I'm guessing upon hearing this many people decided to book or adjust their dates.

BTW I have never waited more than 8 minutes on hold with Disney.
I simply redial and push 0 through props until I get someone.

ETA: Oh I see now you're annoyed with your AP issues so you came on here...

 

["El Gran Magnifico"]

There's zero excuse for a company as large as Disney to not have adequate phone staff coverage

You ever try calling any office run by the federal, state, or local government. They got a pretty big operation too. Prolly as big as Disney.

 

[NickMaio]

Cutting staff............

 

[wdwfan22]

- I don't believe they have fully brought back everyone that was furloughed or laid off yet
- and even though you would think that everything should be able to be done online, Disney's website(s) have always been very poorly made, thus causing people to need to call in

I can see in some cases the need to call in, but I visit about 5 to 8 times a year and have never had to call in. Disney's websites crash at peak times but reservations can easily be made through the website.

 

[Giss Neric]

I've been on hold for an hour already. Why is one of the largest companies in the world taking so long to answer calls?

Disney hotline is not outsourced in India or Philippines and most of the staff are from here and nobody wants that job dealing with irate customers most of the time. If they outsource it, there will be more staff to handle all the calls.

 

[threvester]

I recently had to change my retun flight time for my june trip. When I try to change it online it says I have to call to change. Does anyone know from experience if this can be done at the hotel desk after I arrive? I dont want to spend 1+hours on hold if I dont need to

 

[threvester]

Referring to magical express

 

[DisneyJoe]

Referring to magical express

Call Magical Express directly at 866-599-0951, there is usually never a wait for them.

 

[DisneyJoe]

Disney hotline is not outsourced in India or Philippines and most of the staff are from here and nobody wants that job dealing with irate customers most of the time. If they outsource it, there will be more staff to handle all the calls.

They have in the past outsourced certain calls, like dining, and some reservation related calls, to Arise call services, but I have found that they aren't always trained the best.

 

[DisneyJoe]

I can see in some cases the need to call in, but I visit about 5 to 8 times a year and have never had to call in. Disney's websites crash at peak times but reservations can easily be made through the website.

Yes, the majority of simple reservations can be made easily online, but many modifications and some cancellations cannot.

 

[Whippet Mom]

I've been on hold for an hour already. Why is one of the largest companies in the world taking so long to answer calls?

I was on hold almost 2 hours calling DVC it was ridiculous but after calling numerous days for 2 weeks I finally decided I had no other choice because what I needed to do could not be done on their website

 

[BeentoallDParks]

What are you trying to call about?

You do realize that Disney announced the Boo Bash this morning correct? I'm guessing upon hearing this many people decided to book or adjust their dates.

BTW I have never waited more than 8 minutes on hold with Disney.
I simply redial and push 0 through props until I get someone.

ETA: Oh I see now you're annoyed with your AP issues so you came on here...

I waited for an hour and a half the last week of April, and when my turn came, I got disconnected on their end.

It’s not just Disney. The airlines are just as bad right now. They’re all too cheap to hire workers to catch up with the newly resurgent demand.

 

[BeentoallDParks]

Disney hotline is not outsourced in India or Philippines and most of the staff are from here and nobody wants that job dealing with irate customers most of the time. If they outsource it, there will be more staff to handle all the calls.

Sorry, but where do you get your information that people are refusing to accept work answering calls for Disney?