Prepare your patience if you need to call Disney Cruise Line. Guests trying to reach Disney Cruise Line by phone are facing multi-hour waits, with some guests reporting they’ve been disconnected while waiting.
The worst reports we’ve seen involve callers who aren’t able to get through and aren’t even given the option to wait. These callers are hearing messages such as “We are unable to take your call at this time,” during normal operating hours. The line then automatically disconnects.
Calling Disney Cruise Line has often been met with unpredictable waits. Normally, waits exceeding several hours were rare. The worst waits took place during peak booking times and during unexpected weather cancellations.
Now, multi-hour waits are a common experience. Guests with a reservation had found a loophole to cut down the wait by claiming they were making a new reservation, but this method appears to no longer work. Even guests selecting the ‘new cruise’ option are experiencing long hold times.
What’s causing the enormous wait times? A reported phone system upgrade may be one reason behind the backlog. The need for more trained cast members might be another. Regardless of what is causing the problem, Disney needs to find a solution as soon as possible. It’s completely unreasonable to expect guests to sit on the phone for hours and hours.
If you do need to contact Disney Cruise Line by phone, we recommend calling as soon as possible when the lines open each morning. Guests have reported much shorter waits (some as short as 15 minutes) when calling bright and early. This isn’t a guarantee, but it appears to be the best tactic until Disney Cruise Line solves their phone service problems.