Is anyone else having challenges with Disney having incorrect data on your kids? My friend just got off the phone with a Disney manager for the DCL and was told that the dob's were incorrect for her kids and therefore she would have to pay an add'l $700 for the youngest to sail or face losing the cruise which was booked 14+ months ago, and paid in full months ago. The issue was spotted when she tried to register for the kids' club on board and excursions and she notified Disney that the DOBs were incorrect. The CM (manager) was incredibly rude and even sort of accused her of being a "scammer".

The CM claimed that multiple families were getting booted from the cruises for this issue and that she was "lucky" to still have a spot. Anyone else having these kinds of issues? We would like to contact someone higher up in the organization but wanted to get a pulse on what other issues people maybe facing.

The customer service was appalling and very un-Disney. We are shocked and saddened to say the least, obviously the $700 is a large amount that is hard to swallow a month before the cruise.

Thanks.

Without knowing more information it's hard to know who is in the wrong here, but I'm not sure how there can be a discrepancy like this.

I assume from what you said that the youngest child will be 3 years old on the date of sailing, but was booked as an under-3 child. That's the only thing I could see that would generate a $700 spike in price, because kids under 3 pay far less than kids over three. If the parents provided the wrong DOB when they booked the cruise, and received a discounted rate they should not have received, then they should not be surprised or angry that they are being asked to pay the correct fare now.

I have heard that there have been many many many cases where people try to claim that their children are younger than they really are so they can pay less for them to cruise, only to be tripped up later. If this is what the Disney manager thinks happened, I can see him being less cooperative than he would be if it were a Disney error.

From personal experience, DCL has been pretty accomodating and cooperative when they have been party to an error. For our Thanksgiving cruise, our travel agent - not DCL - made an error that added quite a lot of money to Tony's grandmother's package. DCL agreed to waive 1/2 of that fee, and the agent is covering part of the rest. Excellent customer service from both groups.

But again, I'd need more information to be able to give a better response.

AVP

The problem is that the correct information on her kids was provided but Disney did not enter the date of birth and the issue didn't arise until my friend notified Disney of the discrepancy.

So in this instance, Disney made the error by not including the date of birth in their records and not entering the correct "sail" age in the system to begin with when the reservation was made. Rather than the CM admit to the error, they are instead pointing the finger back at my friend instead and not even acknowledge the error was made. I realize that there are people out there that want nothing more than to rip off deep pockets like Disney, but in this case all she was looking for was for Disney to recognize that they made the error.

I'm sorry she had such a lousy pre-vacation experience ... which can sometimes carry over to the trip itself. Maybe your friend can call back and speak to a different CM or supervisor... Please let us know what happens.

Actually, I'm not surprised. We had some problems when we went on our Disney Cruise on our honeymoon. It was really dumb too because I had my reservation under my maiden name since I would have NO ID with my married name. Our travel agent listed both names as she normally does for cruises for honeymooners but somehow DCL neglected to see that our reservation had both my maiden and newly married name. We also met on our cruise a couple who had to wait one year to go on their honeymoon due to an error on DCL's part a year prior. It was a mess.

Have your friend speak to a supervisor and continue to go to someone higher if no one resolves her problem. Also, did she go directly through DCL or a travel agency for her reservations? If she went through a travel agency, she will most likely be able to fix it but if she went through Disney, I expect they will not budge even if it was their fault.

Anyone know how to contact Tom McAlphin? My friend would like to send him a letter.

Thanks.

Not sure it'll work, but you can try:

Mr. Tom McAlpin
Disney Cruise Vacations
PO Box 10162
Lake Buena Vista, FL 32830