TA's have a special site that accesses Disney Destination reservations. It's referred to as DTA. Disney completely modified the WDW portion of this site about 4 weeks ago. Before this modification, TA's could not make any changes or cancellations online. The modification of the site was supposed to allow TA's to modify online, thereby easing the phone lines. This mod was rolled out just a few weeks ago, untested in the real world. Remember the roll out of FP+? At least they eased into that. Not so with the TA website.
Needless to say, the new site was a disaster and the whole site crashed. When TA's tried to call in, many were mistakenly routed to the consumer line, on hold for hours, then either transferred to the TA line only to be on hold for more hours or simply hung up on. Many reported working an 18 hour day without ever being able to speak with anyone at Disney. The TA community is infuriated by how this was handled and feel they were thrown under a bus by Disney. TA's make their income through commission. Imagine working an 18 hour day and actually losing money because Disney made it impossible for you to do your job. Meanwhile, as a TA, you have spent time advertising and marketing for Disney and have already spent hours helping people plan and book trips only to lose that business because Disney can't get their IT together. Disney issued a half hearted apology to TA's yesterday blaming the "popularity" of the offer for the problems and not their inability to correct their IT problems and properly staff their phone lines. Many TA's report in their many years of dealing with the first day of promos, this was the absolute worst. Not only did it affect TA's trying to get the promo for clients, but it affected TA's simply trying to make final payments for guests, etc.
but I want to keep checking!
