As Star Wars: Galaxy’s Edge was about to open, Hurricane Dorian was barreling down on the Walt Disney World Resort in Florida. As a Star Wars fanatic who had yet to visit Batuu, I was eagerly counting down to my trip.
Leading Up to the Trip
As a teacher, the days off that I get are limited. I also knew that unlike others who could work from home- or anywhere they could get an internet connection- I couldn’t chance getting stranded at Walt Disney World. My original trip dates were September 1st through September 3rd, which was a Sunday through Tuesday. But when airlines started issuing flight waivers, and Orlando International Airport announced their closure on Monday, September 2nd, I knew that I needed to move my trip, but I also knew that Disney’s hurricane policy wouldn’t be in effect until there was actually a hurricane warning.
I called Disney and spoke with a Cast Member who told me that I wouldn’t be able to change my reservation as Disney wasn’t officially under any hurricane warning. While I knew that this could be the result of my phone call, I was persistent in what I was asking for- that I did not want to cancel my reservation, merely change the dates. And with those words, the resort reservation Cast Member was willing to transfer me to a Guest Relations Cast Member.
This Cast Member was extremely helpful- in a day of what I’m sure was a lot of people like me asking for help in a situation where Disney really didn’t owe us anything- this man was apologetic about the wait, put me on a brief hold- which he also apologized for, and was able to do what I hadn’t been able to do online- find me the exact same room for two weeks later. He was even able to utilize the exact same promotion that I had used on my previous reservation. The cost of the trip went up because I had moved my trip to take place over a weekend. If I had been able to stay two weeknights, the cost would have been the same.
One thing that I can say about this whole experience, is that you can expect to wait a long time. For other customer service systems you can be told the wait and then provided with a callback. But for Disney customer service, you have to actually stay on the line. I waited on hold over 2.5 hours to change my resort reservation. Then, another hour to get my Party Ticket changed. Overall, every person that I spoke with was amazing- helpful, happy, and full of the Disney spirit.
But the reassurance that I wasn’t flying into a hurricane- made it all worth it. And now I’ll get to enjoy my trip, hopefully without the threat of a hurricane bearing down on Disney World.
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I am an annual passholder, runner, and teacher from Ohio. I am becoming a veteran of runDisney as I have completed 4 race weekends (2 Star Wars Half Marathons, 1 Wine and Dine Half Marathon, and 1 Goofy). I generally do Disney by myself, with a small group of friends, or my mom. I am a champion of the short weekend trip on a race weekend.