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Melanie of Whitleyville TN (12/31/08)
My parents gave each of their children, as a Christmas gift, a Disney cruise. We were to go as a family this Christmas, in celebration of my sister's recovery from cancer. You see, my sister Mandi was diagnosed with non-Hodgkins lymphoma in August 2007. She underwent chemo and a stem cell transplant in an effort to be in remission. The cruise was booked for December 18 - 21, 2008. On December 11th, we found out that the lymphoma had returned and she would be unable to go. We, her family, did not want to go without her and proceeded to call the cruise line in an attempt to reschedule the cruise.

The Disney Cruise line told us that we needed to call Expedia, who we booked through. So, my mom did. On Friday, the 12th, she was told that rescheduling would be no problem and that as long as she called them back on the 14th with a definitive date, they could do it.

When she called on the 14th, someone at Expedia told her that they could NOT reschedule the cruise and that she needed to contact Disney. After playing phone tag for several days, she was told that someone named ROY at the Disney Cruise Line made the decision that they would NOT reschedule our cruise and that the money was just lost. After speaking with Roy on numerous occasions, she managed to get him to reschedule my sister's cruise vacation but he steadfastly refused to reschedule the rest of the family. He said that my mother should have spent an extra $1000 to take the vacation insurance.

My mom saved for TWO YEARS to give us this gift so she didnt have the money to take out the vacation insurance! One woman that my mother talked to in the course of calling stated that she was sorry about my sister's illness but there was nothing she could do and that we just needed to leave her here and go on the cruise. My mother has the documentation to prove that my sister was unable to travel. And, who would leave their daughter and sister alone at Christmas, while she is going through such a traumatic time, to go on a CRUISE?

Disney is not family oriented. They don't give a crap about anyone. It's all about the money. I don't know that this will make a difference in anyone's life or if anyone really cares. But, I do know that my family and I will NEVER return to Disney again. And, seeing as how my parents make a yearly trip to Disney and have done so for 25 years or more, maybe that will get their attention. And, you know, the sad part about all of this is that my mom did not ask for the money back. She simply wanted to reschedule the cruise date..

My mother lost close to $10,000 that she had saved for two years so that we could have this.

Angel of Carrollton, VA (10/08/06)
We took the 7-night Eastern Caribbean Disney Magic cruise on 9/30-10/7/06 based on the great experience we had onboard the Disney Wonder last Sep/Oct 2005.  However this trip was not a great experience.

On the 3rd evening my husband became violently ill from the escargot at dinner.  My husband had never been that sick before and the fact that he was that ill indicates food poisoning.  Had that been the only thing that went wrong on the cruise I wouldn't complain, but the next day we took our little girl play to play in the "fountain pool". She played there for approximately 2 1/2 hours.  Around midnight my little girl started vomiting every 30 minutes and it lasted for five hours.

The only advise from the on-call nurse was to give her Dramamine and they said the Doctor's office wasn't open until 11am.

In the doctor's office I began to hear of other children who were violently ill after playing in the pool.  I spoke to five other mothers whose children all had the same symptoms as our daughter within 12 hours after playing in the pool.

Don of West Chester PA (02/01/06)
7day/3 day cruise on Wonder. Last Spa appt of the day. Removed all clothes and placed in a basket, wearing a Disney furnished robe, was directed to massage room. I was asked to remove my gold neck chain for the massage. Only 'pocket' I had was the robe. After dressing into my clothes, went back to my cabin and noticed the chain missing. Realizing it was in the robe pocket, I went to the proper authorities and registered my loss information. The spa had closed and no one would do anything about it. I was told to check back before departing the next day.

The shortened version of the story is that Disney has told me to file insurance. I feel they are responsible since I did NOT lose it, but someone on their crew stole it. They just turn a deaf ear. I should be thankful they didn't lose me. Everyone should beware all of the cruise lines. It seems thaty are not very reputable in the loss area.

I am out a $1,500.00 gold necklace. The monetary value isn't as significant as the sentimental value. I had the chain nearly 30 years. Surely, someone could have found the chain sooner in the closed spa. I turned in the report within 1/2 hour of leaving the spa.

Lynne of Readfield ME (05/31/03)
I was poisoned by the food on the Disney Wonder ship, I borded the 11th of May 2003, and departed the 15th of May 2003, I began feeling ill on the 13th of May 2003, having violent diarrhea, and on Wednesday the 14th was unable to leave my room, having much nausea, joint pain, abdominal cramps,and violent diarrhea-leaving me severely dehydrated, so I continued to drink iced tea, or water as much as possible, but by 4pm I was able to go to the pool to get some air, thinking this would pass, but it just took a short break, I went to supper, but only to sit, order, then ran to my room in agony.

The next day we left the ship, and I wanted OUT, and to go home, hoping I would feel better, but after the excessive pains during my flights to Maine, I made it home, dropped into my bed, and woke up on Friday, not having anything to eat since early evening on Tuesday the 13th, I suddenly began to vomit the food I ate 3 days earlier, which was terribly acidic, buring my throat, and mouth, and so thick due to dehydration I began to choke.

I was rushed to the hospital, given emergency IVs and morphine for the pain. I refused to stay, since I wanted to just be home, but after staying in the ER for the whole day, I have IV antibiotics, and responding VERY well to them, although I did feel terrible, I was not actively sick with diarrhea, and vomitting, but the joint pains and the inability to eat was still present, as it is today. I lost about 15 pounds, and still cannot eat just any foods, but I continue to try to introduce different foods to nourish myself.

I homeschool my 4 children, but since I returned have all I can do to get out of bed and do the basic activities of daily living. I contacted Disney and they were not responsive, and evasive. I also have to deal with the illnes with my daugter, who had to be put on Cipro, and responded positively to it.

I saved for 7 years for this trip for the 6 of us, and am down $12,000.00 for the entire trip, not including all the expense of health care and the pain and suffering which can have not price put on it. The whole trip was ruined and my husband was affected, as well as my daughter and I. I still have pain and gastroenteritis with certain foods, so I lived on gingerale and crackers for the first week home.

Carol of Lenexa KS (02/11/02)
“On every cruise, legendary Disney service, spectacular dining experiences and dazzling adventures come together to create the most magical vacation on the sea. Come with us to set sail on a dream.” Almost a year ago, my family read these words in your cruise catalog. We are neither novice travelers nor cruisers and had specific requirements for our 2002 vacation. After careful review of the entire catalog and consultation with our travel agent, we booked our dream vacation.

It promised everything we desired: · A sailing on our 5/25 anniversary · An Eastern Caribbean itinerary · A large corner cabin · Activities to make a 15 year old happy · Land accommodations in the Contemporary Resort in order to fulfill a childhood wish of my husband · Legendary Disney service We booked a “Category 3” stateroom for the 5/25 sailing and arranged for a 2-day stay in the Contemporary at the end of the cruise. We booked over a year in advance so that we could have our dream.

In exchange for this dream, we willingly agreed to a price tag of almost $10k. Over the last few months, Disney has taught us that you only fulfill Disney corporate dreams and that Disney service is in reality an urban myth. First we were informed that you had changed your itinerary for the 5/25 sailing. It was now a Western Caribbean itinerary. Since we have sailed that itinerary twice in the past, we changed our sail day to accommodate Disney. In the process we lost our anniversary cruise. Disney made no attempt to compensate or make up for the loss.

After the tragedy of September 11, we watched prices on other Cruise Lines tumble. Disney prices stayed firm. We opted to stay with our booking because it was “Disney”. The service will be worth it after all. The final straw came when we were recently informed that we would have to change our land accommodations out of the Contemporary. Angered that we were being forced to give up another part of our dream, we had our agent inquire why we couldn’t stay at the Contemporary. We discovered that Disney had made a decision not to use the Contemporary for land and sea packages. However, we were welcome to rebook at the Contemporary with no package for a higher rate! In addition to being incredibly poor customer service, it is in our opinion immoral. Disney agreed a specific rate and suddenly it is not enough.

Greed was not one of the virtues that Walt Disney professed. I think that Walt would find this sort of service an unconscionable way to celebrate the 100th anniversary of his birth. Shame on you! Your “legendary customer service” has cost Disney a large ticket cruise passenger. We have booked on one of your competitors and are looking forward to a wonderful trip. We will cruise the Eastern Caribbean and enjoy 3 days in the Orlando area. However, the land portion of our trip has changed. It will not longer include the “Magic Kingdom”, rather, Universal Studios and SeaWorld will receive our dollars.

There are two commonly known principles of customer service that Disney appears to have forgotten: 1) It costs significantly more to attract a new customer than hold onto an existing one. 2) A customer with a negative experience will share that experience with significantly more people than a customer with a positive experience.

Joe of Depew, NY, writes:
We had gone on a 7 day Disney excursion -- three of the days aboard the Disney Magic Cruise Line. On that particular cruise several were afflicted with what was possibly food poisoning. Four out of six of us got really ill, and the other two not quite as bad. They have made no offer of restitution, which I feel is due. It is a trip we saved a long time for, probably will never get that chance again.

The whole cruise was ruined for us. My husband missed work when we returned home as a result. Four out of six had diarrhea, vomiting, nausea, headache. The other two were sick enough not to enjoy anything.

Nancy of Skillman, NJ, writes:
While traveling recently on the Disney cruise line, we found that the personnel managing the children's program between the ages of 3-5 were not up to par.

Five counselors for 50 children is not my idea up good supervision. I feel that they need to work and improve this matter before something bad happens.

Also we found that the excursion to Cozumel,Mexico was just plain horrible. Absolutely nothing for children. Excursions were far from the ship. The area was dirty and smelled like urine. Not a place I recommend for traveling to with or without children.

My 4 year old was was left crying for 45 minutes with no one to pay attention or console her. Bad behavior on their part.

T.K. of New York writes:

I booked a trip through American Express Travel Services on Disney Cruises on October 16, 1998. I canceled on December 1, 1998. The trip was scheduled from January 1, 1998 to January 8, 1999.

The cost of the trip was $3,641 and I put down a deposit of $1,200. The travel agent called me at the end of October and told me that the balance was do by November 2, 1998.

I told her I would not have it and can I get an extension and she told me no. She also told me that the reservation would automatically cancel if I don't pay the balance. She never told me deadline for canceling or that I would not be able to get my money back if I cancel although, I took out insurance; which was $223.

Unfortunately, I had to cancel due to mental anguish diagnosed by my doctor and psychologist. I 've sent in a claim for a refund in the amount of $977 yet, it's been denied. The insurance company sent me a letter stating they don't provide benefits for mental or nervous disorders. I did not read any such stipulation

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