Disney Cruise Line technical glitch creates boarding headaches
Sometimes technology fails even the savviest of companies.
When my family and I took our first Disney cruise from Port Canaveral just a few weeks ago, the check-in and boarding experience gave us a wonderful first impression.
Disney’s expertise in queue management shined during both the embarkation and disembarkation process during our Disney Fantasy sailing.
Related: 3 Disney Cruise Line tips and tricks you probably don't know
A sophisticated online check-in system and well-organized port arrival and boarding process minimized wait times and got us onto the ship and into relaxation mode more quickly than I expected, based on my past experiences sailing with other cruise lines.
But occasionally, technology fails even the savviest of companies like Disney.
Unfortunately for passengers on a few recent sailings, a technical glitch with Disney Cruise Line’s online check-in system required some vital pieces of the process to be completed all over again in person at the cruise terminal, leading to wait times that were much longer than usual.
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Disney Cruise Line check-in process faces technical setback
“Due to a technical issue with Online Check-in for your sailing, we will need to verify all Guests' documentation during the check-in process at the terminal on embarkation day. This includes reviewing citizenship documentation and capturing photos for each Guest. Please be sure to bring all required identification and travel documents with you,” the cruise line wrote in an email to passengers on affected sailings.
Cruises impacted by the technical glitch included the May 12 and May 16 sailings of the Disney Dream from Fort Lauderdale and the May 16 sailing of the Disney Wish from Port Canaveral.
Related: Disney Cruise Line testing new system to eliminate pain point
“As a result, Guests may experience an extended wait during the check-in process. Please plan to arrive at your assigned Port Arrival Time, and travel with any convenience items you may need should you encounter a delay at the terminal,” the cruise line advised passengers.
“The entire process took 2 hours and 14 minutes from our assigned 12:30 port arrival time to walking onto the ship,” Browniegirl23 shared in the DCL community on Reddit about boarding the Disney Dream on May 12.
Passengers reported that the issue led to a slight delay in the Disney Magic’s departure from Port Canaveral on May 11, too.
Disney cruise check-in issue appears to be resolved
Passengers boarding the Disney Dream on May 16 reported much better boarding news, however.
“Just boarded the Dream and had no issues. Even though we received the email warning us [of] possible delays, we had no wait at all. Hopefully those arriving after us and future cruise passengers encounter the same flawless boarding experience,” Proud-Spite-5891 posted in the Reddit community.
According to a Reddit user who appeared to be a Disney cast member, the cruise line’s team had been working tirelessly to resolve the issue.
“We worked 16 hours yesterday until 2 a.m. to fix that issue because we really wanted you to have a smooth embarkation! Have a magical trip and thanks for posting this! It means a lot to see that we made a difference,” sonnyz replied.
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In the Reddit thread, passengers also took the opportunity to let sonnyz and the Disney Cruise Line team know that their efforts are much appreciated.
“The thanks should go to you and everyone involved for working so diligently to solve the problem! IT issues are tough to resolve. We know it wasn’t your fault or the crews’ fault. We appreciate all of you,” Proud-Spite-5891 replied.
“You’re amazing! Thank you for your efforts. People may not thank you when things go smoothly but they certainly notice when they don’t. I hope you know you and your team are appreciated,” 317ant added.
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