Just thought I’d post and let everyone know about my experience with the new ADR booking system yesterday. Having tried multiple times throughout the day to get through, I finally decided to bite the bullet and just sit on hold until I got through to someone. I spent 35 minutes on hold last night before I finally got on the line with a CM, who was very apologetic about the long wait and gave me a rough idea of how the new system works.
Under the new system, the ADRs go into a ‘shopping cart’, which can hold up to 12 ADRs at a time (although they are having issues with the cart dropping some ADRs if they get more than 6 in the cart at one time). Once the cart is filled, they then process the shopping cart to get your confirmation numbers. Confirmation numbers are no longer given out as you make each individual ADR, they are only given out after the shopping cart is processed. Once the cart is processed, the CM will then reconfirm dates, times and locations of each ADR and give you a 12 digit confirmation number. Tour reservations will now work in same manner as dining ADRs.
Another reason for the super long waits on hold, has to do with the fact that travel agents do not have a separate number to call for dining reservations. They call Disney dining on the exact same phone number as everyone else. Which means when a travel agent calls to make reservations for every one of their clients who have reached their 90 day window, they are spending so much time on the phone with Disney that it’s making everyone else wait that much longer to get through.
Hopefully Disney will work out the kinks in the new system and get the rest of the CMs trained on it soon and wait times on hold will go down.