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.

close

Find a Location

Disney Cruise Line has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/13/2022

  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.

  I am writing about my recent cruise experience aboard the Wish. In summary this was an incredibly disappointing experience & our entire family left the cruise extremely unhappy, frustrated & disappointed. We paid over $17,500 & received an extremely sub-par experience. Upon arriving we were advised that our cruise would completely change - we would lose castaway cay & the Bahamas. Not only that we were now going to be sailing the whole time - not the calm, quiet cruise we expected. Instead, we were buffeted from side to side the whole time, my wife & kids felt sick for nearly 50% of the cruise & couldn't do anything, the wind & weather close everything most of the time on the deck & we missed out on the number 1 reason we cruised - castaway cay. We were NEVER offered the opportunity to cancel & get a refund which I feel we should have been offered & which we would have accepted in a heartbeat. Why would I EVER pay $17,500 for a rock & roll cruise to Cozumel - which is one of the worst cruise ports ever (and we have been twice before anyway & hated it).The onboard experience was nowhere near the usual Disney experience. We spent our entire cruise in line, waiting or being delayed. Everything ran late, the Aqua mouse was always closed - we missed fireworks as they got pushed to 11pm (who keeps kids up till 11pm). The concierge service & lounge was a poor imitation of previous cruises. The staff were incredibly unfriendly & inapproachable. There was ALWAYS a line to speak to them & we were never greeted, welcomed, or asked if there was anything to help with.On the last day - our arrival was pushed back. Then pushed back again - nobody updated us - we were left completely in the dark most of the time. Then we were told we had to leave our rooms at 11:00am. We didn't leave the boat until nearly 3pm - so for 4 hours we sat cramped & uncomfortable with our luggage in the loungeTo add insult to injury - we were supposed to spend that day in Disneyworld and lost the whole

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/22) */ Disney Cruise Line has spoken with the Guest and resolved the situation successfully. The Guest has our contact information should they need additional assistance.

• Initial Complaint

  Date:11/10/2022

  Type:Billing 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 daughter and my niece got sick on the second day of the cruise after visiting the pool. They were vomiting from the second day to the day we aboard the cruise. We took them to the urgent care and were given motion sickness pills (not sure why because that is not the symptoms) when we were at the urgent care, there were other parents have the same experience with their children after visiting the pool on the same day. I took my daughter to ****** today and was told she has stomach flu so i am not sure why your onboard nurse only provided motion sickness pills to them.

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/11/22) */ Disney Cruise Line has spoken with the Guest and resolved the situation successfully. The Guest has our contact information should they need additional assistance.

• Initial Complaint

  Date:10/22/2022

  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 went on my first cruise with Disney DreamCruiseline. Date of cruise Sept 26 - Oct 1 I purchased their top dollar premium photo package. I paid additional money for a bound photo book. It arrived last week, but all the pages are loose and spilling out. Have tried contacting them via phone, online and email. May cancel my upcoming Disney Cruise number 2 and never sail with them again. Poor business practice.

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/03) */ We are currently working with our printing partners to reprint the Guest photobook. We will contact the Guest directly to advise. Consumer Response /* (3000, 7, 2022/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The problem is still not resolved. Business Response /* (4000, 9, 2022/11/16) */ Disney Cruise Line spoke with Guest Matt again on November 16, 2022. Matt confirmed the photobook was delivered, and he will contact us further if needed. Matt also stated he is currently satisfied with the assistance being provided. Consumer Response /* (2000, 11, 2022/11/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Photobook was replaced and was in great condition.

• Initial Complaint

  Date:10/19/2022

  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 had paid $2732 for a voyage on the Disney Wish on 9/23/22. Per the Disney policy "Guests booked on the Disney Wonder, Disney Dream, Disney Fantasy or Disney Wish September 23, 2022, through December 31, 2022 may modify or cancel their sailing by September 12, 2022 without any Disney-imposed cancellation fees." As I needed to push back my sail date by 2 weeks due to my jobs on a cruise line and in healthcare having urgent changes at that time, I attempted to reach Disney multiple times prior to the 9/12 date via phone without success, as I was later told by a Cast Member they were running a sale that had made their phone lines busy. The information I received during that time via the phone tree was to call back later as they were not taking calls. I am able to provide records as well showing these calls. In order to ensure that I contacted Disney prior to the cut off date I emailed Disney, email attached, and was told that I needed to contact them via phone only, and that the email team was unwilling or unable to assist. I continued to call them. Once I was finally able to reach someone via phone they told me that they were unable to assist and change my date and I would have to pay full fee. As I am sure you can pull from our phone conversation, they even agreed that I had done everything right, and that the company being too busy to help guests during the sale is what caused this for me. I am not only a Disney Vacation Club Member, a would-be Platinum Castaway Club member, and a basic human being that deserves to have a basic level of service to move this date, or provide a future cruise credit or refund. Additional training on the staff to assist Guests instead of whatever that was, would also be appreciated. I have been unable to have anyone from the company reach out to me, as indicated by the attached email.

  Business Response

  Date: 11/17/2022

  Consumer Response /* (2000, 6, 2022/11/02) */ Item was solved with company, resulting in original request of refund.

• Initial Complaint

  Date:10/09/2022

  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.

  They charged us a TON of money for internet, which really isn't cool, but we paid about 275 for 4 people to use the internet. The internet on the cruise was really poor, and did not work for half the time with our phones. We had to reset and go to the 4th floor to constantly reboot the service. Because of this, we are asking for half of the money to be refunded. Our Cruise was for the Port Canavral to the Bahamas from October 3-7. We were in room*******

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/20) */ Disney Cruise Line has reached out to Guest ****** to discuss their concerns. Regrettably, Guest was unavailable and we left a voicemail. Currently awaiting Guest response.

• Initial Complaint

  Date:09/16/2022

  Type:Customer Service 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.

  Hello, I have been trying to resolve a concern with Disney Cruise Line for over a week and at this point, I can no longer be held hostage by their hold time and their inadequate and antiquated phone system. I have waited on hold for over 4 hours when was only told it was a 14 minute wait and then waited over 40 minutes another instance after being advised its only a 6 minute wait. Most modern companies have a system in place that will take down your number and call you back when its your turn when volume is high but Disney doesn't seem to want to do this. My reservation for my cruise is ******** for a 7 night Halloween on the High seas cruise. The ONLY thing I am trying to do is add the add on called "Halloween on the High Seas" that is a decoration theme in your stateroom with a blanket, pillow, and 1 other item. This could be avoided if in the shopping on your cruise section in the Disney Cruise Line app included this decoration theme, but Disney didn't include it thus forcing you to have to call and wait on hold for hours on end which is unacceptable at this point. I am requesting a member of Disney to contact me back now in regards to this purchase. Thank you for your time.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 8, 2022/10/06) */ Disney Cruise Line has connected with the Guest to assist with their request to book this amenity.

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service 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.

  We went on a Disney Cruise from July 21-July 30th 2022. Prior to boarding the cruise we purchased the all digital photo package for $339.95 (see attachment). On past cruises we had purchased a similar plan and were provided a USB thumb drive with the photos on the Debarkation day. When we got on the cruise we asked a cast member and they said the pictures are now available only via download and the download information would be sent us. On the last night of the cruise we had not received any information regarding downloading the photos and asked a cast member at Shutters. They re-iterated that the download information would be sent to us but also showed a message on one of the screens that showed the URL. Other than the URL, the only other thing the screen said was that photos would be available to download 48 hours after the cruise (see attachment). We asked the cast member if there was a time limit to download the photos and she said that we had until 45 day after the cruise to download the photos. No other guidance or rules were provided. In addition, when I purchased the photo package through the website no directions/guidance was provided. I went to download the photos on September 9th (still within the 45 day window) and I could only download photos from July 27th until the last day of the cruise. I did not have access to anything before then. My wife tried calling Disney Cruise Line and was put on hold and was eventually disconnected without being to talk to a rep. After talking with some friends, it appears that the photos disappear 45 after the photo was taken and not 45 days after the cruise (as we were told by the cast member). We are missing a lot of photos that we paid for due to the cast member either not knowing the policy or not explaining it correctly.

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/09/23) */ Spoke with Guest and extended the expiration date on their photos. Confirmed that Guest was able to see all of the missing photos.

• Initial Complaint

  Date:09/13/2022

  Type:Customer Service 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.

  On Aug 29th, 2022; we were at Holland with Disney Cruise. Disney has informed all passengers that the ship would be parked at another port about an hour away from Amsterdam. If any guest wishes to visit Amsterdam the transportation was provided by either Disney bus (Last bus to Amsterdam was 12:00 pm) or once our paid Disney port adventure ended in the morning, we could request the bus to drop us off in Amsterdam for the afternoon sight seeing. This was re-ensured by the Disney Port Adventure staff before departing the ship. After our Port adventure " AM13-Zaanse Schans And Edam" ended we asked the tour guide to drop us off in Amsterdam which was 21 km away from Edam; she refused because it was not in the schedule! The entire bus went back to the port at 1:30 pm. We could not catch the last Disney bus to Amsterdam. We MISSED Amsterdam in Holland. Despite the Disney Port Adventure staff ensuring that we could request to be dropped off in Amsterdam, we had missed Amsterdam as Disney cruise had promised. We immediately filed a complaint on board with the guest service (Carolina from Brazil), she had referred us to Port adventure staff (Alex from UK). We were once again ensured someone will respond back to us. After we followed up with another customer service on board the same night; we got a phone call from the service supervisor Kelvin. He stated that he will follow up with this issue and will improve the future service. A few days later we only received a fruit basket. Main complaint are: 1) We totally missed Amsterdam due to the Disney managing error. This is not fair for the guest who paid the price for them to learn their mistake. 2) No one is responding back to us on this issue as of today. (A fruit basket is not the same as Amsterdam) This issue should be on file. Disney sells customers dreams, we planned this trip for years and our dream did not come true.

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 5, 2022/09/28) */ Disney Cruise Line has spoken with Mr. *** regarding their concerns. We are currently working to find a mutual resolution for these Guests. Consumer Response /* (2000, 7, 2022/10/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although it is not the perfect result, I believe Disney has tried to be fair and reasonable to resolve the issue. I am glad that Disney has committed this issue because of their miscommunication and lack of training.

• Initial Complaint

  Date:09/11/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 had many problems booking activities through shore concierge. As suite guests our priority booking window for tickets to Royal Gathering opened Sep 2, 35 days prior to our sailing. We emailed a request for 2 tickets on Sep 3. On Sep 8 our request was declined by email, though the ship continuously granted requests to other passengers for the 5 days after our email was recieved, including non concierge guests on Sep 8 at the 30 day mark when we were turned down. The action of declining our family's request was procedurally wrong for concierge and fit a pattern we experienced of staff presumably discriminating intentionally against our child. This wasn't the first time a request for our family appeared intentionally ignored. Concierge booking for cabana rentals opened May 30. We emailed a request immediately. On June 5 we recieved confirmation our request was noted. This was the same communication as every sailing we'd booked successfully on previous trips, however different in that the reservation simply never showed up on our itinerary. I reached out via email July 30. 11 days went by before they responded. On Aug 9 they declined the May 30 request. I called them knowing this couldn't be since we booked right as the window opened. I was told our family's request was considered 12:01am and only 12:00am guests could book. They advised if any of the handicapped accessible or group rental cabanas located separately from the other guests opened maybe they could help us out with one of those. I responded those rentals are not equal given the segregated location and lack of privacy with other families, and we had requested one of the regular cabanas 1 - 17 like other guests. On Aug 17, they also declined a salon request for our child with no offer to help her with other options, just told us to do it ourselves. That email, like the last few unhelpful emails, the concierge staff responding has chosen to not sign their name contributing to the poor aesthetics.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 16, 2022/10/06) */ Disney Cruise Line has reached out to the Guest repeatedly to attempt to assist with their request. While we have been able to book the requested experiences for the Guest, we have exhausted every option to adjust the bookings to the requested times. These requests regretfully cannot be accommodated due to the requested time frames being fully booked. We are very sorry for this Guest's frustrations with the booking process, as well as with their continued disappointment. Consumer Response /* (3000, 18, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Correcting their own oversight was something that was always within the scope of their ability. We did not reach out to the Better Business Bureau because we didn't like a time spot for a reservation. To be completely honest, the disconnect in DCL's response just now with what transpired tells everything you could need to know. DCL is intentionally mischaracterizing and deflecting because there is no procedural explanation for what they did. They are choosing to muddy the water, instead of taking responsibility. Our "frustrations with the booking process"? BBB has the copy of the email DCL sent describing exactly how The Royal Gathering is to be booked. They have the dated copies of the emails we sent as well as your responses, and can see our own perfect adherence to the "booking process" you're referring to. Where is skipping over our concierge request a valid part of this "booking process" you're implying is to blame here? You've just highlighted you're own wrong doing. All we ever wanted was for you to stick to the "process", but you didn't. You'll say you're sorry we're "frustrated with the booking process", but you chose not to say sorry you made a mistake? Or sorry you refused to fix it for weeks? To be clear as day, we are not frustrated by the booking process. We are frustrated DCL didn't uphold and maintain proper standards of business, and apply the same operating procedures for all guests. To paint this picture for anyone reading publicly and to clarify for BBB, this was a reservation to be allowed to stand in a line to meet Cinderella. This was not a table at a restaurant or a seat at a show. It was a reservation for one 5 year old girl to be allowed to stand in a line with 100 other people. Please make note of how convoluted they are purporting their own system to be if they are truly going to try to put on public record this was an error they could not fix with one click. No one reading this is going to believe you. Do you think BBB believes you? If a business makes a mistake, the right thing to do is own up to it, apologize, and fix your mistake. They simply chose not to because someone in guest services was cranky and caught up in a power struggle from their own shortcomings, and DCL facilitated their ability to discriminate actions for some guests but not others. None of that is a consumer frustrated with a booking process, it's the opposite. It's a customer frustrated that the booking process was not followed for them only. This was a frustration with a business lacking ownership, making discriminate actions, and not meeting standards of ethics. I've described to BBB, in detail, what communication was like with DCL. By no stretch of anyone's definition does what you did constitute "reached out to the Guest repeatedly to attempt to assist with their request". You made the Guests miserable. You did not even adhere to reasonable means or reasonable time frames of contacting us. You acted below industry standards of trust and communication. The purpose of this complaint was never to get us a time frame for a reservation we wanted, or whatever petty intentions you're trying to implicate because you have no other direction to work toward without awknowledging wrong. We already knew you'd made sure we were never going to be "accommodated" with what we asked for. The purpose of this complaint was to highlight a business not operating with industry standard levels of integrity and respect.

• Initial Complaint

  Date:09/06/2022

  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.

  Hello, My name is***************** and I have been paying on my Disney cruise for the past year. My daughter has severe allergies to medication and food, and has been deemed unable to take the Covid Shot. We have the paperwork stating this from her Dr, and her Allergist. Myself and 6 other people have booked to go on the cruise. I just found out today, that there are NO exceptions with kids with medical issues, that prevent them from getting the Covid Shot. We were supposed to sail out on Nov 25, 2022. I have spent so much money in order for this cruise to happen. My question is why isn't there any exceptions for the children that have medical issues to board the DISNEY cruise? I have went to FB and asked others who may have had issues with this circumstances, and what it came down to is that Disney don't care, or we can still do the cruise but can't get off the boat. My daughter is use to wearing her mask everywhere she goes. So now, not only do I have to cancel the other family that has booked their trip is going to cancel. My daughter is very upset about this. I need clarity on why my daughter can't cruise do to health issues. There should be something in place regarding children with special needs. Not everyone is the same.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 10, 2022/10/04) */ In response to this complaint, Disney Cruise Line spoke with this Guest regarding the concerns regarding Covid-19 vaccination exemptions. At the time of the call, we advised that no exceptions would be made, but policies are subject to change. We have recently updated our vaccination requirements since our previous conversation and are attempting to reach out to the Guest again to advise of the updated policies.