Complaints

This profile includes complaints for Disney Cruise Line's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Disney Cruise Line

  210 Celebration Place Celebration, FL 34747

• 

  Disney Cruise Line

  P O Box 10210 Lake Buena Vista, FL 32830

• 

  Disney Cruise Line

  P O Box 10238 Lake Buena Vista, FL 32830

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughters and I (along with three other people) recently traveled on the Disney Magic from December *****th. We were all excited for this cruise as it was during both Chanukah and Christmas. My daughters and I felt ostracized and uncomfortable the entire trip. All the staff was wishing all passengers a merry Christmas rather than Happy Holidays; on the first night of Chanukah which occurred on the eve of Christmas Day, the Captain got on the loud speaker and wished everyone a merry Christmas not a word about Chanukah. There were Christmas decorations all over the ship and not a single Chanukah decoration. There was a tree lighting ceremony in the atrium for all to attend with announcements.for Chanukah, there was a candle lighting at 5:15in the buffet area run by passengers. We could not take pictures with backdrops as other than pirate night all backdrops were Christmas themedone backdrop was tangles theme on one night. We could not take pictures with any of the characters as they were all in front of a wreath or a Christmas tree. Towels in our room were made in shape of Christmas tree and other Christmas symbols with Christmas hatsWe brought this to the attention of guest services who did not seem to care. I sent an email to Disney and for a cruise where the three Jewish customers paid over ********** offered a measly $200 gift card per passenger. It was a slap in the face. Disney has breached its core values of inclusion, diversity and inclusivity. This cruise was uncomfortable for all of us and felt discriminatory and anti-Semitic. Shame on Disney.

  Business Response

  Date: 01/29/2025

  Disney Cruise Line has spoken to this Guest about their experiences onboard and provided a service recovery option which was declined.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22863323
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 01/30/2025

  The offer from Disney Cruise Line was to provide each the three passengers involved a Disney gift card in the amount of $200.  This offer is beyond offensive.  The Disney Company violated its own mission statement regarding diversity and inclusion.   The cruise was over $12,000.  My daughters and I were uncomfortable on the ship, felt discriminated against.  The blatant acts of the crew and captain, wishing the entire ship, over the loud speaker on the first night of Chanukah a Merry Christmas is nothing short of anti-Semitic.

  The lack of ability to take family pictures in from of the back drops or with character, a big part of the cruise, left us feeling set a side, less than

  a $200 gift card is nothing more than a slap in the face.

  Business Response

  Date: 02/20/2025

  Disney Cruise Line has previously spoken with this Guest, apologized for their experience, and offered a service recovery option which was declined.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22863323
  
  I am rejecting this response because:

  the offer of a $200 gift card per passenger on a trip that cost over $12,000 and was ruined due to the behavior of Disney staff was a slap in the face.  The Disney Cruise line breached its contract and its core values of diversity and inclusion.  
  

  The remedies requested were more than reasonable and Disneys response was insulting.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife, 2 daughters and I went on our first Disney cruise ship Fantasy to Bahamas on 1/15/25-1/19/25. On 1/17/25 when we were docked to go to their Island for the day, we had woken up early to get a head start and as we were going to shower, we noticed we had no hot water. We called guest services and were told they're having difficulties with engineers getting the hot water running. I asked how long it would take and they stated they are unable to give me a time. We waited and see many people exiting the ship to enjoy their time. We waited a few hrs, still no hot water so we called again and nothing. I had to shower with very cold water and my wife and daughters were unable to shower in such cold water. I was extremely upset as I had paid for a nice expensive room. We then ended going into the island which was around 2p. We went straight to get some lunch and noticed how every seat was full and had to eat near some plantar/bushes that had somewhat of a seating with bugs. Basically we arrived to the island with pretty much everything full. We end up going back to the ship after being in the beach/ sand getting ready to shower and still NO hot water. I called again and they stated they're working on it. I told them we have an itinerary including dinner plans since it's a short cruise and now we have to wait again wasting our day. Spoke to multiple managers ****** and he stated he understood and will have some resolution to accommodate/ compensate for such inconvenience. We all had sand from the beach and waited for the water in our room to work. I went to guest services and spoke to ******** and he stated they can comp. by removing the $66 internet charge we purchased. I look at my wife as we have been having problems with the internet not even working on the ship and told ******** how it was so insulting to even offer that as compensation for a service that doesn't even work not to mention my initial problem of paying so much for a cruise and missing a full day.

  Business Response

  Date: 01/27/2025

  Disney Cruise Line has spoken to this Guest about their experiences onboard. Disney Cruise Line provided appropriate consideration.

  Customer Answer

  Date: 01/27/2025

   
  Better Business Bureau:
  
  I have received a call from Disneys correspondents ***** with a response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate them calling me regarding this matter and sincerely listening and apologizing for the experience my family and I had to go through. He mentioned he would be escalating this matter to executives and also made some reasonable accommodations. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Disney Cruise Line sold us a tour during our cruise, and it did not include anything close to what we were paying for and the place they took us to was called the "Poop Deck" the name it literally describes the place, however, we were supposed to spend the day swimming under the shade surrounded by beautiful trees and a delicious lunch included, totally a lie!. Also, that place was a drinking bar full of men drinking at 11am in the morning. I was with my daughter and another lady with her two children. The place was extremely dirty and very unsafe. We requested an early pick up from the place and it took them approximately 3 hours to pick us up. Once we headed back to the ship, I made contact with customer service and they avoided issue, I requested to speak to a supervisor, and she stated that someone will contact us during our stay and there was nothing they could do right there and then. I told the supervisor that it was very sad the type of treatment we received and I also told her you'll just want to avoid the issue by telling us that someone will contact us later but I guarantee you no one will call us because I can tell you'll don't care to fix the situation after seeing the photographs from the place they took us with our children. This particular issue it ruined our whole entire vacation, my daughter was very scared, and she was crying, the other two kids were also crying and extremely scared.I was absolutely right, no one contacted us during our cruise until the day after we had arrived at the port. I received a phone call from one of the representatives from Disney Cruise offering me a $100 gift card and I replied by telling her that it was a joke! that did not even cover the money I had paid. I also told her no one cared during our trip and how they clearly, they did not care about our issue. However, a couple of their employees from the cruise were dropped off at a very nice water park.

  Business Response

  Date: 01/07/2025

  Disney Cruise Line has spoken to this Guest regarding their challenges and provided an appropriate resolution.

• Initial Complaint

  Date:12/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Disney Cruise Line regarding my recent cruise experience. This trip, which cost over $15,000, was meant to be a once-in-a-lifetime family vacation. Due to itinerary changes caused by Tropical ***** ****, the experience was significantly altered, leaving my family deeply disappointed. The original itinerary, featuring destinations like *******, ******; *****************, ************; and ********, *******, was central to why we booked this cruise, as these locations offered unique, bucket-list experiences such as swimming with dolphins. The revised itinerary offered no comparable alternatives, leaving us scrambling to find last-minute activities that fell far short of what we had planned. This trip was more than just a vacationit was the culmination of over two years of saving and sacrifices. My family skipped annual vacations and even gave up Christmas presents to afford this experience. Instead of joy and treasured memories, we were left with stress, disappointment, and regret. Disney Cruise Line has refused to offer any goodwill compensation, citing its Cruise Contract Terms. I believe this response fails to consider the unique financial and emotional toll this experience has had on my family .I am requesting a gesture of goodwill, such as a partial refund or a credit toward a future cruise, to acknowledge the financial and emotional impact this experience has had on my family. I will be attaching all documentation of expenses, and communications with the Disney ************** below.

  Business Response

  Date: 12/23/2024

  Disney Cruise Line has spoken to this Guest about their concerns, and comments have been shared with the appropriate teams.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22693663
  
  Thank you for providing the opportunity to respond to Disney Cruise Lines reply regarding my complaint. While I appreciate their acknowledgment of my concerns, I must respectfully reject their response as it fails to adequately address the issues I raised or offer any meaningful resolution.

  This trip, which cost over $15,000, was meant to be a once-in-a-lifetime experience for my family. It required more than two years of saving and significant sacrifices, such as skipping annual vacations and even forgoing Christmas presents for my grandchildren, to make this dream a reality. The itinerary changes due to Tropical Storm Sarathough necessary for safetyfundamentally altered the trip, replacing carefully planned, bucket-list destinations and excursions with ports that offered no comparable experiences. This left my family scrambling to find alternatives, resulting in stress and regret instead of the magical memories we had envisioned.

  Disney Cruise Lines reply simply states that my concerns have been shared with the appropriate teams, but it does not indicate that any action is being taken to address the financial and emotional impact this experience has had on my family. This lack of a substantive resolution or gesture of goodwill does not align with Disneys commitment to creating magical experiences for their guests.

  I am not seeking unreasonable compensationonly a fair acknowledgment of the significant disruption this experience caused. A gesture such as a partial refund or credit toward a future cruise would help restore my faith in Disney Cruise Line and provide an opportunity for my family to recreate the experiences we missed.

  I hope Disney Cruise Line will reconsider their position and provide a more meaningful resolution to address my concerns.

  Thank you for your assistance in facilitating this process.
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 01/13/2025

  Disney Cruise Line has attempted to contact Guest to further discuss their experiences. Disney Cruise Line has not been successful in contacting this Guest.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22693663
  
  Subject: Response to Disney Cruise Line Follow-Up
  Dear BBB,
  Thank you for the opportunity to respond to Disney Cruise Lines follow-up statement. While I acknowledge that I received an email and a voicemail from ***** in the Guest Correspondence team, I must clarify that these do not constitute meaningful attempts to address my concerns.
  My original complaint was directed to Disney Cruise Line executives in hopes of escalating my concerns to someone who could provide a thoughtful review and meaningful resolution. Instead, my concerns have repeatedly been redirected to the same Guest Correspondence representative, who has offered standard responses reiterating Disneys policies without acknowledging the unique financial and emotional toll this experience has had on my family.
  While I appreciate that ***** reached out, her previous responses have made it clear that she does not have the authority or capacity to resolve this matter in a way that addresses my concerns. This is why I have chosen not to engage further with her directly, as it has proven to be unproductive.
  I respectfully request that Disney Cruise Line provide a more substantive response to my complaint and that this matter be reviewed by someone with the authority to offer a fair resolution. My family made significant sacrifices to afford this trip, and the itinerary changes fundamentally altered the value and purpose of the vacation we saved years to experience.
  Thank you for your continued assistance in this matter.
  

  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went on the inaugural sailing to ************** on June 8th 2024. Disney should have postponed the sailing because they were not ready for guests arrival. They had a preview sailing and guests went online and showed videos/reviews of their experiences.Excursions were canceled because they were not ready ie bicycle pathways, certain water activities because no vendors, or they were modified ie pirates of Eleuthera became a nature walk. Another factor they did not fix which posed as a health issue is when they served you food on the island flies immediately swarmed all over it as soon as it was uncovered. They landed and covered the food entirely so you had to eat fast or keep swatting them away. This poses a health issue because they are carriers of pathogens. In addition, you wouldn't see them vomiting/defecating on the food and then you consume it. So some people could have been affected and had health issues. They took a few tries for them to eliminate the flies landing on food but it was a known issue in the beginning of those sailings. On the preview cruise they gave out free merchandise to guests. Yet, those merchandise we had to pay for on the island if we wanted them. It was disorganized it terms of how to get to the new island from the ship since there was a long walkway. Different communication of where and when to meet up to ride a golf cart to get certain groups to the new island. In addition, it was chaos in the shops on the new island because they had to unpack everything and it wasn't set up timely. I had a cabana and I couldn't get a crib in there for my nephew because they didn't know where it was. Had to put a play pack in there. If the internet cuts out when you order anything on the tablet it gets canceled once the Internet comes back online.Many of us cruisers have reached out to *** personally for compensation in the beginning of the first few months but they said thank you for your feedback, no compensation will be given.

  Business Response

  Date: 12/16/2024

  Disney Cruise Line has spoken to this Guest about their concerns, and comments have been shared with the appropriate teams.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked and placed a $2,242.50 deposit for a December cruise on June 27, 2024. This would have been my second cruise, and all correspondence with Disney cruise lines has always been conducted through the Disney cruise line app, on the telephone, or through my email address at ************************* I was informed on October 21 that my reservations was cancelled by ***. Evidently a final payment request was sent erroneously to another email address that I do not have. I have no idea how *** got the wrong email address in their system. The *** App has my correct email address and it is the only email address that I have ever corresponded with ***. The previous cruise correspondence was through this email address. All of *** marketing goes to this email address. The email for final payment was evidently sent just after the cancellation period requiring forfeiture of my deposit, according to information provided via telephone with a *** representative. I have sufficient funds on my credit card on file to have covered the remaining balance. I did not receive an email, text message or phone call prior to cancelling my cruise. I was shocked to learn that *** had not only cancelled our family vacation but would not return our deposit. As a first responder, I have very limited vacation time. A *** representative called me approximately 1 week after cancellation, and told me that I could get a similar room, but would not get a room number. The original booking room i reserved was already taken. I agreed, but then during the same phone conversation, was told that it was no longer an option. *** was able to resell the room I paid for at a higher price, according to the representative. At this time, I am asking for the full price of the cruise. This disrupted our airline travel, hotel accommodations, and the replacement cruise was considerably more expensive in large part due to the relatively late booking as a direct result of ***.

  Business Response

  Date: 11/13/2024

  Disney Cruise Line has spoken to this Guest about their communication challenges and provided an appropriate resolution.

  Customer Answer

  Date: 11/25/2024

  I would like the case to remain open. I did not receive an answer to the unethical business practices queston.

   

  *****

  Customer Answer

  Date: 11/25/2024

  Date Sent: 11/25/2024 8:26:12 AM
  

  I would like the case to remain open. I did not receive an answer to the unethical business practices queston.

   

  *****

  Customer Answer

  Date: 11/29/2024

  I did not receive any such consideration from ***. And would like this complaint to remain active, or I will need to file another complaint pertaining to ***'s lack of consideration. 

  Business Response

  Date: 12/13/2024

  Disney Cruise Line has contacted this Guest to discuss their concerns and provided an appropriate outcome.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22521273
  
  I am rejecting this response because: They in no way addressed their unethical business practice or provide any form of contrition. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/27/2024

  Disney Cruise Line has made attempts to contact to discuss their comments. Guest advised they will be unable to speak until January 5, 2025. Disney Cruise Line remains available for contact at the Guests' convenience. 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22521273
  
  I am rejecting this response because: Despite numerous phone calls on my part and a considerable amount of time, it appears to be a waste of time. I would really like to handle this through the Better Business Bureau mediation process, but *** obviously has no interest in doing this. I have been advised to contact the Florida and Kentucky attorney general as a next step. Because of the unconscionable business practice by ***, and as a matter of public policy, I am willing to exhaust all legal measures available to seek a resolution. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 01/13/2025

  This should not be closed. *** in no way "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied" They should not be allowed cancel a reservation without any formal communication and then resell it at a higher price. Please do not mark this as answered, as this was in no way "answered". 

  *****

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Supposed to go on a cruise December 26th, it was a present to my kids, I had to cancel because my husband has first responder training and cant be there. I wasnt informed I wouldnt get my money back when I canceled. I was told to contact ***, who I was trying to reach an agreement with, but they said being first responder with mandatory dates is not a valid reason, they did inform me I could get into an accident on December 25th and it would be covered. They also told me they do not write the policy, that Disney does and there is nothing they can do. I called Disney 11/5/24 to report this finding and they informed me its not true and that I can not have my money back, but I can book a cruise with a 75 percent cruise credit. Again, husband is a new fire responder with mandatory dates, therefore I can not book something. Plus, its the fact that he has mandatory training and work to help others and Im only getting a credit, that I cant use, and its not full value, leaving Disney to take my money. Now, my children get to miss out and Im about ***** dollars out, that Disney is keeping because of their policy they wrote and how it doesnt support first responders. But. The representative did confirm the room we had booked, is already booked by someone else. So again, Disney is taking away from my kids this Christmas due to a policy they wrote not supporting fire responders.

  Business Response

  Date: 11/11/2024

  Disney Cruise Line has spoken to this Guest about their concerns and explained our policy with regards to this matter. Disney Cruise Line provided appropriate consideration.

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently took our first Disney cruise, and unfortunately, we are left deeply disappointed with the handling of our cruise photos. Throughout the trip, Disneys photographers were capturing the majority of the moments we spent with our family, including our kids meeting characters and our time together on the beach. At no point during the cruise were we informed that we needed to purchase a photo package before disembarking. We were under the impression, based on our experiences at Disney parks, that we would have time after the trip to view and purchase the photosjust as you do with park photos, which are available for 45 days in the ****** our shock, we discovered that if you dont purchase the photos while still on board, they are gone forever. There is no phone number to reach anyone directly for assistance, and instead, the customer service team provided us with an email address, only to receive an automatic reply that it would take up to 21 days to hear back. When we did hear back, the response was devastating: the photos we hoped to purchase were no longer available, and there was no way to retrieve or buy them after disembarkation.We feel completely misled, especially since someone on the cruise explicitly told us wed be able to purchase photos afterward. Now, we have very few photos of our trip and missed out on once-in-a-lifetime memories with our children. We dont even have a single family photo from the cruise. As a Disney ************* (DVC) family, this experience has left a sour taste in our mouths, and we are questioning whether we can recommend Disney cruises to others in the future. The lack of transparency and unhelpful customer service have been extremely disappointing.

  Business Response

  Date: 10/23/2024

  Disney Cruise Line has spoken to this Guest about their disappointments and explained our policy with regards to this matter. Disney Cruise Line provided appropriate consideration.

  Customer Answer

  Date: 10/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/18/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DisneyBand+ Order #************ On October 16, 2024, I purchased a DisneyBand+ for myself. Before making the purchase, I called customer service because I was prompted to decline my daughters band. I did not want to decline it, as I want to buy her a band, but the one she desired was sold out. I called Disney customer service and the representative confirmed, yes - I could purchase my band now and order my daughter's band later when it became available. However, this information is incorrect. When I checked online on October 17, 2024, I found that I no longer had access to purchase a band for my daughter. When I called customer service again, the representative informed me that I could not place a second order once an order had been made. He mentioned, I could purchase a band from the Disney store online. After looking online, the prices are slightly higher and included a shipping ******* a single mom taking my 9-year old daughter on the Disney Magic cruise, I would greatly appreciate a discount on her desired rose gold glitter band. Thank you for your understanding and I look forward to your feedback.Departing on December 19, 2024 from *********, **.

  Business Response

  Date: 10/21/2024

  Disney Cruise Line has spoken to this Guest about their DisneyBand+ purchase inquiry and provided appropriate consideration.

• Initial Complaint

  Date:10/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in ********* and I'm a Disney+ subscriber. I received an email offering 30% discount on selected Disney cruised. When i followed the link and the process I was able to get right to the payment page, but the discount had never been applied. The full price was still showing. When I called and asked about this and walked the Disney booking agents through the process they could only respond to say, "that booking doesn't get the 30% discount". On their system it shows that 5 passengers for the dates selected wasn't possible. For me on the website there was no issue and no warning for anything. I told this to the agent and said I expected/hoped Disney would honour what they've allowed and would be disappointed if they didn't. The agent left it with they will take it up with their team and probably fix the site. I expected better. This all happened on Oct 12th at 12:15 ADST with two agents ... ***** (in ***********) and Ms ******** from *******.

  Business Response

  Date: 10/21/2024

  Disney Cruise Line has made attempts to contact to discuss their experiences. Disney Cruise Line has not received a response.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22413538
  
  I am partially rejecting this response because: I have been left no messages on my mobile phone, so they either have not called. didn't leave a message or don't know how to call internationally.  I don't answer calls that come up as "tele marketer" or "spam" ... just too many of them.  Apologies if you called and didn't answer, but why didn't you leave a voice message? 

  I am accepting this response because: I did receive an email from them mid last week explaining that they were having trouble getting a hold of me and requesting I call them back with a reference.  I have since discussed the issue with them and they have again explained that the offer was not valid.  However, the agent did explain how to achieve the desire result in a different manner by booking two rooms instead of one.  This wasn't quite what we were looking for but was a fair response.

  Hopefully Disney can sort out the glitch that created the problem in the first place and thanks for your response.

  Sincerely,
  
  **** ******

  Customer Answer

  Date: 10/21/2024

  Please close / **** this as now accepted.  I reject initially because I wanted to make sure they read my response about their efforts to contact me. I have contacted them and received an acceptable response.