PDA

View Full Version : Help us help you


theclaw
05-23-2012, 03:26 AM
Nevermind

Piper
05-23-2012, 06:17 AM
It would be ideal if that solved the problem. Unfortunately, even when we share, it is sometimes ignored.

It won't affect me because I don't have the stamina to go to WDW anymore. I am just worrying about getting through my trip on the Magic without it being too boring for my younger and healthy sister!

buffettgirl
05-23-2012, 08:14 AM
Doesn't the GAC get looked at? How does a blanket policy like "everyone is directed through our standard queue" work when that might have no bearing on the GAC that that guest has?

livndisney
05-23-2012, 08:14 AM
I have to agree with Piper. A lot of CM's don't want to listen. Just this weekend in GS I started to speak to a CM(in an effort to meet our needs) who started shaking her head "no" even before I got to ask my question. Her manager was no better.

To the op-it is nice that you want to "help". But your post kind of shows the issues some of us have. You said when the line is 20 minutes or less we send people with GAC through the regular line. (Which I understand is the policy you are told to follow). In our case we have the GAC because quite often the "regular line" doesn't work for us. It is not the time spend waiting-it is the regular line. Can you share why all GAC's would be treated the same when clearly all needs are not the same?

Also, from what I have been told CM's are not supposed to question the guests, so shouldn't it be enough info when a guest tells a CM "I can't do stairs" or I can't do xxx? For some reason we have CM's ask "Well why not?"

ttintagel
05-23-2012, 08:49 AM
I've never had any luck with giving more information about my needs to the CM. One CM at the Haunted Mansion actually shrugged and walked away while I was still trying to talk to her. I had to chase after her on crutches.

clanmcculloch
05-23-2012, 10:56 AM
Like everybody else, I think that what we need most is for CMs to not dismiss us. I know many others have problems at Haunted Mansion and Pirates but my issue is generally at Laugh Floor (we typically make sure to be at HM and PotC at times where they're basically walk-on so we can deal with the lack of accomodations). At LF, half the time the CMs out front just tell us a blanket "you'll get in the same time by going in the regular line as you will the wheelchair line" and refuse to allow us in the wheelchair line. Well, that doesn't make a difference to us. If we have to wait in the mob, we can't go in at all. Even when I explain to the CM that we know we'll actually get some of the worst seats in the house by going in the wheelchair line (you know, go to the end of the row when you get in and by going in first we'll be at the end of a row), we still have CMs tell us that we can't wait in the wheelchair line. These CMs are basically barring us from going in at all because our DD for whom we have the GAC can NOT stand in the middle of what is basically a tight mob of people. Not only do I dislike our GAC being ignored but I also dislike the attitude of so many CMs at this attraction who are pretty much saying to our faces that we're trying to somehow cheat and just skip lines for no reason. It's offensive. As I said, I DO explain the exact reason for needing an accomodation and I'm still treated this way. We always go at a time when the lines are short enough that we'd get into the next show regardless of where we wait so I don't understand why it's such a big deal to ask to wait in the wheelchair line so that we can actually attend the show. I never yell at CMs. I never give attitude to CMs. I do sometimes end the conversation with something to the effect of "I hope you understand that you've just prevented my family from being able to go into the show by refusing to acknowledge our GAC" as we leave without being able to go into the show. I really need to start asking for managers. It's a recurring problem but it's my other DD's favourite attraction at MK.

At PotC, in the past before I learned how to tour as efficiently as I have, our GAC was never acknowledged. No matter how long the wait, CMs out front would take a half second glance at the fact that we had a GAC and just tell us to go to the left line. When I'd ask if there was anything else I needed to do they'd frequently just roll their eyes and say "left line" and point and turn away from us. I was never given an opportunity to actually say what our needs were and they would turn away from us if we'd try to speak. I haven't tried using a GAC here in a couple years; I now make sure we go when there's no line but if the ride's shut down when we go I basically know that we won't be able to ride at all because at other times my DD who needs the GAC just won't be able to handle waiting in that queue when there's any kind of wait and there isn't anywhere else that we'll be allowed to wait (like others, it's not waiting that's our problem but rather the queue itself is somewhere that DD can't handle being in for any extended period of time; if we could wait outside or elsewhere for the amount of time indicated on the sign and then be walked to the front at that point after waiting our full amount of time then we'd be able to ride later).

OP, in short, be respectful to guests and actually listen to what we try to share with you. Don't dismiss us. Don't ignore us. Don't be rude to us. I appreciate that you're asking so thank you for reaching out to us to find out what we need.

buffettgirl
05-23-2012, 04:21 PM
so let me ask again if the CM wants to tell us, what is the purpose of special stamps on the GAC if the CMs think that we're all using them to skip lines and have no other reason for getting a GAC.

Perhaps the post needs to be: Let us help YOU.

chloelovesdisney
05-23-2012, 09:52 PM
OP, I think you had good intentions posting here, I'm sure you understand this is a sensitive topic for many posters. I've only used a GAC on one trip (a few weeks ago), and I had all good interactions with CMs including the HM and PoTC. It sounds like what folks want most is to be heard, it can't hurt if you pass that along to your fellow CMs.

I think Guest Services also needs to do a better job when they give out the GAC of explaining what may be/may not be possible, so that the guest doesn't have expectations that can't be met. Perhaps a pamphlet that lists the attractions and what can be done for the most common issues - ex. separate wheelchair entrance, or no separate entrance available, separate waiting area available in shade/air conditioning or no separate waiting area available. Something so that folks know what to expect at each attraction, and can decide if they are able to work with that or not and need to skip it.

ttintagel
05-23-2012, 10:22 PM
OP, I think you had good intentions posting here, I'm sure you understand this is a sensitive topic for many posters. I've only used a GAC on one trip (a few weeks ago), and I had all good interactions with CMs including the HM and PoTC. It sounds like what folks want most is to be heard, it can't hurt if you pass that along to your fellow CMs.

I think Guest Services also needs to do a better job when they give out the GAC of explaining what may be/may not be possible, so that the guest doesn't have expectations that can't be met. Perhaps a pamphlet that lists the attractions and what can be done for the most common issues - ex. separate wheelchair entrance, or no separate entrance available, separate waiting area available in shade/air conditioning or no separate waiting area available. Something so that folks know what to expect at each attraction, and can decide if they are able to work with that or not and need to skip it.

Well said. I also assumed that the OP had the best of intentions. And I'd like to add that my experiences with CM's who don't want to hear have been in the minority. Most of them were respectful and tried to be as helpful as they could.

SueM in MN
05-24-2012, 12:11 AM
Closing as original post is gone.