Disney Cruise Line Customer Service

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Disney Cruise Line customer service is ranked #782 out of the 946 companies that have a CustomerServiceScoreboard.com rating with an overall score of 23.00 out of a possible 200 based upon 7 ratings. This score rates Disney Cruise Line customer service and customer support as Terrible.


7 Negative Comments out of 7 Total Comments is 100.00%.


0 Positive Comments out of 7 Total Comments is 0.00%.

Issue Resolution




Product Knowledge

Terrible Overall Customer Service Rating

  • Disney Cruise Line

    Customer Service Scoreboard

    • 23.00 Overall Rating
      (out of 200 possible)
    • 7 negative comments (100.00%)
    • 0 positive comments (0.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.0 Issue Resolution
    • 1.0 Reachability
    • 1.0 Cancellation
    • 4.0 Friendliness
    • 4.5 Product Knowledge

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Posted by Connie 12

I'm hoping that I'm contacting the appropriate office regarding my complaint. I sailed the week of 9/5/2015 the Disney Fantacy what a remarkable cruise liner.
On the fourth day of sailing, the night of the firework show my sister was assaulted by one of the male guest, she was shoved and literally pushed away from the railing were she was watching the fireworks show, the man stated we were standing here his wife in shock stated to her husband, what are you doing putting your hands on her. My sister in pure shock reported this incident to the officers on the ship as they let the man get away he kept pointing at my sister and laughing.
This was suppose to be a magical vacation which turned into a nightmare the duration of this cruise, my sister was in terror, looking over her shoulder thinking she was going to make contact with this man again, she stayed in her stateroom because she was so frightened. My question to Disney, was this incident handled properly, if it had been a child being assaulted. what would of happened. I am still very upset because what was suppose to be magical was not. She couldn't even get a simple apology. I feel we just wasted money because of the fear she had after the incident.

With Regrets:
Lisa Bagsby.

Posted by Anonymous

Just want to say over all the activities on the cruise ship "Magic" out of the port of Miami, FL was pleasant but it could have been great had we not have had to go through so many incidents. First, we arrived to our stateroom only to find it unprepared and no floor representative. The room had the bed's mattress resting on its side up against a wall, the vacuum cleaner on the floor at the door, bathroom not cleaned, and cleaning supplies in the middle of the room. We left and went to Guest Services, stood in the long line until we had a chance to speak with an agent to explain the problem with our room. They apologized and stated someone will be there immediately to correct it. We went back to the stateroom and stood in the hall 20 minutes waiting for someone to come while other passengers had already settled in and was now enjoying the activities. We finally had to go back to Guest Services again. This time the agent stated he would join us at the stateroom to make sure the issue was resolved and we went back to the stateroom where we waited in the hall and he did not come. We travel back up to Guest Services and explained this delay and requested another room and a complimentary drink as we were tired and sweaty from all of the delays. They granted the room change after locating a room ready for occupation and a drink for each of us at OUR request. They should have offered a bottle. However, this new room required a call for some missing items in the room only to wait 8 minutes on the phone without a pickup. This required another visit to Guest Services only to find no line and three agents just standing behind the desk. I even asked why no one was able to pickup the phone in which all I got was an apology. This cruise was a gift to my husband for our 2nd wedding anniversary so I was disappointed to have him not enjoy himself right at the beginning. Now after all of this, it was followed by a problem that was in the room next door. The workers came to our door knocking, were the do not disturbed sign hung but was pretty much disregarded, and before we could respond he opened the door and entered the room as startled as we were. I said short of a fire, why didn't you wait for a response before entering. If a passenger has that sign on the door, and a staff member needs to gain access they should wait for a response then announce their need to enter and still wait for a response before opening the door, or call down stairs and have someone call the room. But they did not, they just walked right in on us. Thank God no one else was walking through the hall while the door was opened especially someone with child(ren). The guy just said he was from Greece and will be returning soon, as if that made a difference. I think this was the worst. That had to be the upmost disrespect. Then on the last morning of our cruise they charged our account for services that had not been provided. Here we go for another trip to Guest Services to correct. I am so embarrassed that all these incidents happened after I bragged so much about how great any of your ships must be to cruise after seeing the ad on television and this was our first time. We would have let one or two of these incidents go had the staff been a little more forthcoming in fixing the mistakes. So, I hope someone will address and respond to this notice as I also plan to send this complaint to your corporate cruise office as well. This should never happen to anyone on any of your cruises.

Posted by Janet Tucker

We have not had a pleasant experience. Through agent's typo error, the wrong date of the cruise was entered. She did correct it immediately. Since my husband's name appeared first on the account, and my email address was entered instead of his, a hard copy bill was generated to our home which had the wrong dates due to typo. Upon checking email to pay final bill, and checking hard copy bill, we noticed a $300 difference. When questioned, agents merely said we needed to go by email amount which was the correct amount. We had long planned to pay $1200 final bill, not $1500. This may seem insignificant to you, but as retired folks on a fixed income, it is significant. The only error on our part was not realizing before today that two different quotes were given. Is there anyway or anything you can do to help us, thank you.

Posted by Anonymous

My family and I recently took a 12 night Mediterranean cruise aboard the Disney Magic. We were so disappointed in the condition of the ship, the crowded conditions,the facilities which were out of order, and a frightening incident that happened to my grandson. I phoned your office but no one answered the phone. I did leave my name and number.

Posted by Rick

No one answers the phone

Posted by Todd

I bought a cruise for my family in Septemeber for a March cruise.We paid an initial deposit of $700 dollars. We received a bon voyage package in the mail. I called a week before cruise to schedule activities for the kids and was told my reservation was canceled because I didn't call in to pay the remaining balance of the vacation package. Apparently on the bottom of my receipt there is info about the fact that I must call in to pay balance. My family and I have never been on a cruise and only chose this one for the kids and grandparents. We had figured since Disney had are credit card they would bill us accordingly. (like a hotel) It was horrible enough that vacation was canceled but then were told our $700 was not refundable when disney filled our spot with somebody else.(couldnt even credit toward another cruise) The customer service agent also told us that this happens often. So Disney is taking people deposite repeatedly over a miss communication. Not good.

Posted by cruiser42

Disney's higher management have absolutely no customer service. They are rude and feel that talking to guest are a hassle. They have no issues charging an arm and a leg for their boat and feel that they do not NEED to provide service since most people fall for the Disney name. The "executive" team do not want to be bothered by any issue or want to talk to the people that kept DCL a float.

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