Lounge Chairs at Night
  • On Apr 28, 2022
    Jennifer from NC Asked Please note that experiences, policies, pricing and other offerings are subject to change and may have changed since the date of this answer.

    We are unable to go on our cruise in November. We can't find where to cancel it. The number is not working. How can we cancel?

    Ahoy there, Jennifer, and welcome to planDisney. 

    I'm sorry to hear that you will have to cancel your upcoming cruise. I wish we were meeting under better circumstances, but I definitely know how you feel. Over the past two years, my family has had to cancel or reschedule four cruises, and it never gets any easier.

    I also know how difficult it has been to get through to a Disney Cruise Line crew member by phone recently. Between system upgrades, the Disney Wish, as well as the updating of health and safety protocols has created a very large number of castaways all calling in at once! Where some questions and requests can be answered through email by using the submission form on the website, unfortunately, the only way to cancel your cruise is to call. Cancelling my last cruise, I was on hold for three hours, but eventually got through! 

    Since this is the case, I would suggest calling at one of three times: right when phone lines open at 8:00 a.m., at around 10:30 a.m. when the "first batch" of Guests have been helped, or just before the lines close each evening. I do hope you remember to pack your patience as you wait to talk with a crew member, they really are doing everything they can to help every Guest! While you wait, perhaps you might consider rescheduling the cruise you had planned in November to another date? In most cases, you can apply the funds from the original cruise to another itinerary if you'd rather keep a cruise on your countdown! Once you get through to a crew member, 

    Again, I wish we'd met under better circumstances, Jennifer, but thank you for your question. I hope you have a chance to reschedule soon, and that we'll SEA you out on the big blue before long. 

    I wish you fair winds, following seas, and short hold times! 

    Andrew
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Meet the Panelist: Andrew, Missouri

Anchors aweigh! I’m Andrew - but you can call me PLANdrew! I’m a Disney husband and dad who’s been sailing with Disney Cruise Line since I was 15 years old. My family and I have embarked on incredible itineraries around the world, making magical memories on each exciting adventure. So, if “the line where the sky meets the sea calls you," I’m here to be your guide! As Maui would say, “You’re Welcome!” Learn More About Andrew

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