Not thrilled with the way WDW handles ECVs at MK

[disney david]

it not worth fighting over if you want take the picture all i was saying is it not a good idea to say the comment it might make it worse. i still stand behind calling for a supervisor so you can get a better out come then waiting but that my opinion. Even if it takes awhile for them to get their it still be better for you in the long run the bus dose not have to stay and hold the other people they have the driver who called for one and get your side and then get the drivers side later. This is just my opinion other may have better options and advice which is okay.

 

[Bete]

It can be difficult to do much in all these circumstances and I think the CMs and bus drivers know it. How far will you go to make trouble for these non-cooperative Disney employees? Everything you do to combat these actions takes time away from your vacation and they know it. Furthermore, it leads to stress and that's not good, either. I will say many of the Disney employees are wonderful, but I do hear more and more lately about similiar situations.

Sorry, after further thought I decided to delete my original second paragraph about my opinions on the bus driver incident. I just don't want to start anything, here.

The other side of this bus issue is there was a time if anyone loaded on the bus ahead of handicapped vehicles there was no access for wheelchair or ECV because it was considered to be a safety issue at that point. I know there are multiple stops for some resorts; so, I don't know what the ruling is in that case.

With regards to the HM ride I think I would demand to see the policy in writing. Whether that could happen or not: I wouldn't care. I would persue getting a supervisor in that case, too if the policy is not readily available.

The Jungle Cruise ride I don't know what to say; that was unbelievable. How could so many CMs screw up? I think I would have demanded some type of compensation like a free ice cream bar or a fastpass or whatever.

Hopefully, this was just a coincidence with it all happening on the same day. Hopefully, it was just some bad karma.

 

[aubriee]

It can be difficult to do much in all these circumstances and I think the CMs and bus drivers know it. How far will you go to make trouble for these non-cooperative Disney employees? Everything you do to combat these actions takes time away from your vacation and they know it. Furthermore, it leads to stress and that's not good, either. I will say many of the Disney employees are wonderful, but I do hear more and more lately about similiar situations.

Sorry, after further thought I decided to delete my original second paragraph about my opinions on the bus driver incident. I just don't want to start anything, here.

The other side of this bus issue is there was a time if anyone loaded on the bus ahead of handicapped vehicles there was no access for wheelchair or ECV because it was considered to be a safety issue at that point. I know there are multiple stops for some resorts; so, I don't know what the ruling is in that case.

With regards to the HM ride I think I would demand to see the policy in writing. Whether that could happen or not: I wouldn't care. I would persue getting a supervisor in that case, too if the policy is not readily available.

The Jungle Cruise ride I don't know what to say; that was unbelievable. How could so many CMs screw up? I think I would have demanded some type of compensation like a free ice cream bar or a fastpass or whatever.

Hopefully, this was just a coincidence with it all happening on the same day. Hopefully, it was just some bad karma.

We really had a great trip and never had a problem at any of the other parks or DTD, which is what made the day at MK seem so surreal. It just seemed like we had one bad CM after another that day, starting with the bus driver. In fact, we left the park after the HM incident. We just didn't want to stay any longer and my mom said she didn't want to go back to MK. We usually go to MK at least twice during each trip, but my mom said she didn't want to return. This was her birthday trip and she was wearing a birthday pin, but all she got that day were rude CMs. The fact that the CMs in all the other parks were so nice, made the bad apples at MK stand out even more. My mom has the reputation for epitomizing the stereotype of the 'sweet, old lovable grandma'. Everyone that meets her loves her and says how sweet she is, so I don't understand why the CMs were so mean to her that day. We never got rude or pushy and stayed polite (at least I did until the HM incident, when I got a little irritated).

 

[Sandmanswife9]

We just got back late last night from WDW. We had rented an ECV for my mom and also used a rental car most of the time to avoid the buses. However, the day we went to MK we used the bus and had several problems during the day. First off, we were staying at AKL. When the bus arrived early that morning at Jamba House, it had maybe ten people on it, that had boarded at Kidani Village. We saw the bus driver look at us, as he pulled up, but he just opened the front door and started to let people on. I went to the front door and told him we had an ECV that needed to be loaded. He looked back towards the back and said he had people sitting in the handicapped seats and he could not ask them to move. The people sitting there heard him and said no problem, they didn't mind moving to the empty seats. Right in front of me the driver actually told them that he couldn't ask them to move and if they wanted to stay there they could and we'd just have to catch the next bus. He just didn't want to deal with a scooter and made no secret of it and acted really put out when the other guests volunteered to move. Even after everybody else was loaded there were still empty seats on that bus, so no one was standing. I know they can't make someone stand so an ECV can get on and wouldn't even expect them to, but doesn't the bus driver usually ask guests to give up those seats if there are other empty seats available? This driver actually encouraged the guests to stay in those seats, even after they started getting up on their own. It was just really weird.

Later that morning the standby wait for Jungle Cruise was 5 minutes, so we decided to ride. A CM saw us and motioned for us to get in the handicapped line. We told her my mom could get out of the ECV and step down into the boat, but just couldn't walk very far. She told us to wait at the rope and she'd get us on the next boat. She then left us down there at the handicapped rope and apparently forgot about us. After the seventh boat, we started trying to wave one of the CMs over, but they just kept ignoring us. After a couple more boats went by, I finally got a CM's attention and he mouthed, "Oh my God. We forgot you were standing there. We'll get you on the next boat." However, he then left (apparently on break) and several more boats went by, at which time we finally gave up. I just released the rope so my mom could get out and we left. As we were leaving, I looked back to check the current wait time and it was still 5 minutes. We had easily waited 30 minutes and never did get on. The CMs just kept ignoring us.

My mom has always been able to ride her ECV through the Buzz Lightyear queu, but this time they made her transfer to a wheelchair and I had to push her through the queu. Not a big deal really, just a little annoying.

At the Haunted Mansion, we told the CM at the beginning of the line, that we needed to skip the stretching room (both because of the ECV, my mom's claustrophobic issues, and the fact that her eyes don't adjust from bight to dim lights and she wouldn't be safe to drive into the stretching room, plus she'd need the walkway stopped so she could board). The first CM said it wouldn't be a problem and to just tell the CM at the door, which we did. He told us to go to the right, not go into the stretching room, and to wait for another CM to let us in the back hallway. There was another ECV waiting over there and then another came in behind us so we all waited until they got almost everyone into the stretching room. Another CM saw us and asked what we were doing and when told we needed to avoid the crowd in the stretching room, sent us down the back hallway, where we waited for awhile until another CM came in and saw us. He then told us all to back up and that we had to go through the stretching room with the next set of guests. When all three parties informed him we needed to skip the stretching room, he said they were no longer using the back hallway and we had no choice but to join the crowd in the stretching room. When I told him my mom's eyes would have trouble adjusting to the dark light and she wouldn't be able to see to drive her ECV safely in that crowd, plus she would need the moving walkway stopped, he said that she probably would not be able to ride that particular ride then. When I told him we had always been able to skip the stretching room in the past and had had the walkway stopped, he said they no longer did either. One of the ECV's went on in, but we and the other ECV left, so didn't get to ride Haunted Mansion either.

That whole day it just seemed like the CMs did not want to deal with ECVs. We were very polite, but it was really hard to be so after we had trouble for the fourth time that day. We didn't have a single problem at any of the other parks, just MK.

My first encounter with using an ECV at the parks was great, not one problem with the buses nor any of the rides. We stayed at POP and the bus service was great. I have a terrible time loading on the bus, so my daughter does it for me. I always feel bad for those passengers that have to wait in order to get loaded, especially at night when everyone is tired and just want to get back to their rooms. I am sorry. Last year we stayed at POR and had horrible experience with the bus and the ECV that I even called an complained. The resort did back flips to make things right, apologized for the buses but stated that this was new as they had outsoarsed that year (2011). We are returning to WDW and staying at CBR and I am praying that the buses passing us by are not a problem. I have never had any problems with CM on any of the rides.

 

[disney david]

My first encounter with using an ECV at the parks was great, not one problem with the buses nor any of the rides. We stayed at POP and the bus service was great. I have a terrible time loading on the bus, so my daughter does it for me. I always feel bad for those passengers that have to wait in order to get loaded, especially at night when everyone is tired and just want to get back to their rooms. I am sorry. Last year we stayed at POR and had horrible experience with the bus and the ECV that I even called an complained. The resort did back flips to make things right, apologized for the buses but stated that this was new as they had outsoarsed that year (2011). We are returning to WDW and staying at CBR and I am praying that the buses passing us by are not a problem. I have never had any problems with CM on any of the rides.

You mean outsourcing like mears runs the buses that go to the park I wonder why their saying that. The funny thing is this is not the first time heard this that someone posted that their stuff saying mears on the side of the bus which is untrue. Those buss are owned and operated by Disney they are Disney cms Disney post jobs for bus driver all the time.

 

[stitchlovestink]

You mean outsourcing like mears runs the buses that go to the park I wonder why their saying that. The funny thing is this is not the first time heard this that someone posted that their stuff saying mears on the side of the bus which is untrue. Those buss are owned and operated by Disney they are Disney cms Disney post jobs for bus driver all the time.

bolding is mine...
Maybe because they have and Do outsource at busier times. Look I don't want to always argue with you, but again, people are saying these things because they are happening. Just because maybe you didn't see or experience doesn't mean it isn't true or didn't happen. When I was there is July, it was happening. There were buses leaving MK at closing time that had MEARS on the side of them and were being driven by Mears drivers NOT Disney CMs. That was part of MY problem with transportation. We kept having to wait because they kept dispatching Mears buses to our stop and it is against Disney policy for a Mears driver to handle a person on an ECV or in a WC. This was Directly from Transportation dept supervisors (I had a card with a special phone # to call). I talked to them about this issue. When traffic was heavy they did bring in Mears buses/drivers to move people back to resorts faster. So it is (or at least was) happening. We have also encountered this happening on previous trips at DTD. Although on the previous trips they just slid the EVC under the bus. I'm guessing maybe there was an issue and now they won't let Mears handle the "EVC/WC guests" anymore. But it has happened in the past too though not very often. This past trip, It happened almost Every night we left the MK which was Five nights. I guess when I go back in Nov, I need to take a pic of the side of the buses for you to show you because they are Mears buses.
Now this is just a thought on my part, but I am thinking that this may be a cost cutting effort on Disney's part that it is cheaper to 'contract' with Mears to bring in extra buses at busier times and only when there is a heavy need so that they don't have to pay salaries and benefits (deal with workers comp/lay offs/ ins premiums, etc...). I bet it is a LOT cheaper to contract with them for the extra services when they need it than it is to have to pay all of the overhead costs themselves. But that is JMHO on why we sometimes saw Mears buses leaving the parks at closing time taking guests back to POP (and I guess other resorts too...but I can't speak for where else they went, but I do know they did go there!!!)

 

[disney david]

bolding is mine...
Maybe because they have and Do outsource at busier times. Look I don't want to always argue with you, but again, people are saying these things because they are happening. Just because maybe you didn't see or experience doesn't mean it isn't true or didn't happen. When I was there is July, it was happening. There were buses leaving MK at closing time that had MEARS on the side of them and were being driven by Mears drivers NOT Disney CMs. That was part of MY problem with transportation. We kept having to wait because they kept dispatching Mears buses to our stop and it is against Disney policy for a Mears driver to handle a person on an ECV or in a WC. This was Directly from Transportation dept supervisors (I had a card with a special phone # to call). I talked to them about this issue. When traffic was heavy they did bring in Mears buses/drivers to move people back to resorts faster. So it is (or at least was) happening. We have also encountered this happening on previous trips at DTD. Although on the previous trips they just slid the EVC under the bus. I'm guessing maybe there was an issue and now they won't let Mears handle the "EVC/WC guests" anymore. But it has happened in the past too though not very often. This past trip, It happened almost Every night we left the MK which was Five nights. I guess when I go back in Nov, I need to take a pic of the side of the buses for you to show you because they are Mears buses.
Now this is just a thought on my part, but I am thinking that this may be a cost cutting effort on Disney's part that it is cheaper to 'contract' with Mears to bring in extra buses at busier times and only when there is a heavy need so that they don't have to pay salaries and benefits (deal with workers comp/lay offs/ ins premiums, etc...). I bet it is a LOT cheaper to contract with them for the extra services when they need it than it is to have to pay all of the overhead costs themselves. But that is JMHO on why we sometimes saw Mears buses leaving the parks at closing time taking guests back to POP (and I guess other resorts too...but I can't speak for where else they went, but I do know they did go there!!!)

No your right I know during peak time they do use mears I was their in June their was over five limit up at mk to pick aoa resort. I mean the park buses that say Disney transport on them some people are saying they are mears drivers and on the outside it say operated by mears which their not. They are owned and operated by Disney I was not sure if that what por was saying of disney out source those the park buses.

Your right it is cheaper but then Disney should make mears get buses that can handle ECvs. But I have to think once they replace the older buses they going to have ti increase the fleet soon. They have over 1300 bus drivers most are part time cms Disney right now dose not like to hire full time cms in any department. But even with the coast savings I have to say the inconveniences of now having to deal with mears dispatch and them not being able to handle ECvs because how Disney has to get another bus it might not had to if it was a Disney bus. Because of they show up to a resort te driver has to fall their dispatch then mears has to call Disney and let them know they need a bus to pick up a guest in a wheelchair/ecv.

 

[Bete]

bolding is mine...
Maybe because they have and Do outsource at busier times. Look I don't want to always argue with you, but again, people are saying these things because they are happening. Just because maybe you didn't see or experience doesn't mean it isn't true or didn't happen. When I was there is July, it was happening. There were buses leaving MK at closing time that had MEARS on the side of them and were being driven by Mears drivers NOT Disney CMs. That was part of MY problem with transportation. We kept having to wait because they kept dispatching Mears buses to our stop and it is against Disney policy for a Mears driver to handle a person on an ECV or in a WC. This was Directly from Transportation dept supervisors (I had a card with a special phone # to call). I talked to them about this issue. When traffic was heavy they did bring in Mears buses/drivers to move people back to resorts faster. So it is (or at least was) happening. We have also encountered this happening on previous trips at DTD. Although on the previous trips they just slid the EVC under the bus. I'm guessing maybe there was an issue and now they won't let Mears handle the "EVC/WC guests" anymore. But it has happened in the past too though not very often. This past trip, It happened almost Every night we left the MK which was Five nights. I guess when I go back in Nov, I need to take a pic of the side of the buses for you to show you because they are Mears buses.
Now this is just a thought on my part, but I am thinking that this may be a cost cutting effort on Disney's part that it is cheaper to 'contract' with Mears to bring in extra buses at busier times and only when there is a heavy need so that they don't have to pay salaries and benefits (deal with workers comp/lay offs/ ins premiums, etc...). I bet it is a LOT cheaper to contract with them for the extra services when they need it than it is to have to pay all of the overhead costs themselves. But that is JMHO on why we sometimes saw Mears buses leaving the parks at closing time taking guests back to POP (and I guess other resorts too...but I can't speak for where else they went, but I do know they did go there!!!)

I think this could be beneficial to many if you would share it. Thank-you.

 

[keishashadow]

OP what a hassle for your family, sorry to hear. Confused though as to HM procedure, perhaps it's changed since we visited in June. Did your mother have a GAC card? Thought those with mobility issues went to the right side there and used hallway or direct access depending on needs, has this changed?

 

[ttintagel]

OP what a hassle for your family, sorry to hear. Confused though as to HM procedure, perhaps it's changed since we visited in June. Did your mother have a GAC card? Thought those with mobility issues went to the right side there and used hallway or direct access depending on needs, has this changed?

Yes - ever since the entrance to, and exit from, the stretching room were made wheelchair-accessible, their official policy is that everyone has to go through the same way, and only after that do wheelchairs and ECV's go out to the exit area to load.

However, that obviously doesn't meet everybody's needs, so many CM's will make an exception when asked. The problem seems to be that there either isn't an official policy for making exceptions, or that not all CM's are trained to do so. (Plus my theory about the personalities of many of the CM's who end up assigned there.)

 

[keishashadow]

Yes - ever since the entrance to, and exit from, the stretching room were made wheelchair-accessible, their official policy is that everyone has to go through the same way, and only after that do wheelchairs and ECV's go out to the exit area to load.

However, that obviously doesn't meet everybody's needs, so many CM's will make an exception when asked. The problem seems to be that there either isn't an official policy for making exceptions, or that not all CM's are trained to do so. (Plus my theory about the personalities of many of the CM's who end up assigned there.)

Okay was wondering how they'd work with low vision issues especially in darkened spaces. I assume one should approach the 1st CM they see at the ride?

Wondering as to other changes since last visit. Are there any other rides that have changed procedures since our last visit (early this summer?)

 

[ttintagel]

Okay was wondering how they'd work with low vision issues especially in darkened spaces. I assume one should approach the 1st CM they see at the ride?

That's what I've done. But it really seemed to be hit or miss whether talking to the CM's actually does any good. It took me literally plowing straight into a wall in an ECV (my normal visual impairment plus a broken foot made it extra challenging) before one CM got it through his head that "business as usual" wasn't going to work for me. And like I mentioned upthread, some of them just didn't want to hear about it.

The only time I managed to get through OK was when I hobbled in on crutches (over the protests of the outside CM telling me to stay in my ECV) with another guest leading me.

EDITED TO ADD:

Three things I should mention, though, because I realize I'm making it sound hopeless:

This was an EXTREMELY busy day in the MK

The CM's are under *enormous* pressure to keep the number of guests they funnel through per hour high

The way the load area is physically set up kind of lends itself to pandemonium, even at the best of times

 

[keishashadow]

That's what I've done. But it really seemed to be hit or miss whether talking to the CM's actually does any good. It took me literally plowing straight into a wall in an ECV (my normal visual impairment plus a broken foot made it extra challenging) before one CM got it through his head that "business as usual" wasn't going to work for me. And like I mentioned upthread, some of them just didn't want to hear about it.

The only time I managed to get through OK was when I hobbled in on crutches (over the protests of the outside CM telling me to stay in my ECV) with another guest leading me.

sorry to hear that. Many people have a visual impairments to the extent where they are legally not permitted to drive at night (even with corrective lenses). Navigating an ECV in low light in unfamiliar area with human obstacles (i.e. disneyworld attractions and even park walkways when crowded) is a scary thought both for the guest in question and those around them. Guess it's something that needs to be addressed with guest services.

 

[disney david]

bolding is mine...
Maybe because they have and Do outsource at busier times. Look I don't want to always argue with you, but again, people are saying these things because they are happening. Just because maybe you didn't see or experience doesn't mean it isn't true or didn't happen. When I was there is July, it was happening. There were buses leaving MK at closing time that had MEARS on the side of them and were being driven by Mears drivers NOT Disney CMs. That was part of MY problem with transportation. We kept having to wait because they kept dispatching Mears buses to our stop and it is against Disney policy for a Mears driver to handle a person on an ECV or in a WC. This was Directly from Transportation dept supervisors (I had a card with a special phone # to call). I talked to them about this issue. When traffic was heavy they did bring in Mears buses/drivers to move people back to resorts faster. So it is (or at least was) happening. We have also encountered this happening on previous trips at DTD. Although on the previous trips they just slid the EVC under the bus. I'm guessing maybe there was an issue and now they won't let Mears handle the "EVC/WC guests" anymore. But it has happened in the past too though not very often. This past trip, It happened almost Every night we left the MK which was Five nights. I guess when I go back in Nov, I need to take a pic of the side of the buses for you to show you because they are Mears buses.
Now this is just a thought on my part, but I am thinking that this may be a cost cutting effort on Disney's part that it is cheaper to 'contract' with Mears to bring in extra buses at busier times and only when there is a heavy need so that they don't have to pay salaries and benefits (deal with workers comp/lay offs/ ins premiums, etc...). I bet it is a LOT cheaper to contract with them for the extra services when they need it than it is to have to pay all of the overhead costs themselves. But that is JMHO on why we sometimes saw Mears buses leaving the parks at closing time taking guests back to POP (and I guess other resorts too...but I can't speak for where else they went, but I do know they did go there!!!)

I wonder why it against Disney policy for mears not to handle ecv I am guessing just in case something happens they have to deal with the complaints. Since near loads wheel chairs for magic express and Disney cruise line.

 

[Talking Hands]

Sorry you had a bad experience. Surprising I had very few problems this trip. Haunted Mansion the belt was stopped for me although I did have to go through the Stretch room. Did it the day I was with my friend but skipped HM the day I was on my own.
My problem occurred at Studios at the American Idol Show. I got a lot of attitude when I told them I needed the sign language interpreter because I also use a powered wheelchair. I was told that PWC are never allowed in the front. (funny because all the times I have gone before I have been in the front with the interpreter in my PWC. I was even called a liar by a CM as he was lying to me about this.
I finally had to pull the ADA card and remind them that both my needs needed to be addressed and not just 1. I was finally allowed access to the interpreting but it was a hassle.

Only other hassle was at Night of Joy where people who had been at the first show refused to allow me to access the area in front of the interpreters and one CM told me I would just have to watch from the back. Can't read in the interpreters from the back. For the most part couldn't even see them from there. Maureen from Guest Services intervened Friday night and made to CM make room for me to get to a place I could see as long as no one stood. When I asked one man to sit he got nasty with me and told me he had been there since 3 and he was doing me a favor to even let me be there. No, you weren't doing me a favor, your person in a wheelchair was not hearing impaired and did not need to sit right in front of the interpreters and no you weren't there at 3 pm because Disney doesn't even start to set up that area until after the last Move It Shake It parade and clears the area and doesn't open up until 7. Sat night I wasn't able to get anywhere near the interpreters and ended up on the ramp. Not ideal but I could see some of the language and I already knew the lyrics of most of the songs. Problems at Night of Joy were not Disney but guests.

 

[Sandmanswife9]

You mean outsourcing like mears runs the buses that go to the park I wonder why their saying that. The funny thing is this is not the first time heard this that someone posted that their stuff saying mears on the side of the bus which is untrue. Those buss are owned and operated by Disney they are Disney cms Disney post jobs for bus driver all the time.

All I know is that when I called the front desk and spoke to a manager, they told me that they were experiencing difficulties with the service as they had just outsourced it and it would take some time for them to get the dispatching down. They had given me a number to the company and I left a message with another supervisor who called me back and apologized. All I know is that the bus service was absolutely horrible in 2011 no matter what time of the day or night it was. We even took taxi's for some of our dinner reservations to make sure we made them on time.

 

[disney david]

All I know is that when I called the front desk and spoke to a manager, they told me that they were experiencing difficulties with the service as they had just outsourced it and it would take some time for them to get the dispatching down. They had given me a number to the company and I left a message with another supervisor who called me back and apologized. All I know is that the bus service was absolutely horrible in 2011 no matter what time of the day or night it was. We even took taxi's for some of our dinner reservations to make sure we made them on time.

Oh okay thanks sorry to hear that but I think the front desk must of meant to say is their having problems with the extra buses they out sourced. Because the regular park buses they have are Disney owned and operated. The extra buses are mears and I think American coach if it very busy because American coach handles their collage program and other cms needing a bus to work from their apartments. But seen some have park names and making stops at resort but not as much as mears.

The best is on another site a awhile ago says the Disney transport buses have mears name on it by the front door. But I have never found a Disney transport bus with mears name in it beside the extra tour style buses they provide. But since Disney has a contract with near for Disney cruise like magic express and they handle the tours it most likely dose not coast them that much extra for the extra buses they provide.

The funny thing is when mear got the contract to do the tours they offered Disney special event drivers more money. To work for them some took it while other stayed with Disney.

 

[ShhhQ]

On bus leaving mk now... Only issues I had all day with my ecv and lines was the pirates of the carribean ride. Totally not accessible for an ecv user traveling alone with parking 5 miles away from the ride

 

[POOHsie]

On bus leaving mk now... Only issues I had all day with my ecv and lines was the pirates of the carribean ride. Totally not accessible for an ecv user traveling alone with parking 5 miles away from the ride

POTC requires you to park your ECV out front and get into a wheelchair, furnished out front for disability riders. This is what I did. And I was traveling solo a few times. I could understand your concern if a WC is difficult for you to handle solo.

 

[rock_doctor]

...and this is why my mom refuses to go to the Magic Kingdom. She has to use her scooter and she knows it will not go well so she just doesn't go. Sadly, the older sections of WDW are not very handicap accessible (they are to some extent but not easily). I know the ADA did not exist in the 70s but with an ever increasing number of guests using scooters and wheel chairs you would think they would want to keep everything easily accessible for those guests but it does seem they are making things ever increasingly more difficult. I was very frustrated last trip.