Having a hard time with customer service at runDisney

dccboyle · May 1, 2015

Hello, first time poster here

So, I know from experience that Disney has awesome customer service, especially with our family, as we have two children with severe disabilities. And, again, they have been great to us. However, I am having a major issue with runDisney. I would like to take my daughter to Disney in February and run/push her in her wheelchair in the Disney Princess Half-Marathon. I have specifically been told by runDisney that they will not allow that. However, in the safety section of their site, wheelchairs are not forbidden. In fact, walkers, strollers, and crutches are excluded but not wheelchairs. To me, this seems like a civil rights issue that I am surprised that they would engage in. Might anyone have any thoughts on how to make this happen??? It'd be extra special as we'd be marking the 10th anniversary of her Make-A-Wish trip there!!! Thanks!

5xdisneyfans · May 1, 2015

That is very strange. There was one person participating that was in a wheelchair so I don't know why it would be different rules for your daughter. I do know there is an age restriction. How old will she be?

VAfamily1998 · May 1, 2015

The posters on the "Events" board might have more insight. One thought, is your daughter 14 yet? Half marathon participants have to be at least 14.

OurBigTrip · May 1, 2015

5xdisneyfans said:
That is very strange. There was one person participating that was in a wheelchair so I don't know why it would be different rules for your daughter. I do know there is an age restriction. How old will she be?

Competing in a wheelchair is not the same thing as being pushed in a wheelchair.

roxymama · May 1, 2015

If your daughter is in the age requirement, you may want to contact the following and ask about this sentence under the safety section. I do not know if that includes wheelchairs that are not push-rim/hand-carts/used for competitive racing, etc.

We can offer human guides to assist registered participants with disabilities. Please contact rundisney@disneysports.com no later than 90 days in advance of the event.

roxymama · May 1, 2015

I found this Mom's panel question for you from 2014. I realize rules may have changed since then but I hope it helps you.

http://disneyparksmomspanel.disney.go.com/questions.aspx?pgm=10&pid=182&cid=183&qid=245512

pigletliz · May 1, 2015

First of all, congratulations on the anniversary of her WISH trip.

Could it have something to do with the extreme narrowing of the course and the crowds? In most races that I've seen, the wheelchair racers start at the very front. They are in racing chairs and would not be in the midst of the huge group of runners. I don't think it falls under a civil rights violation if they are stating safety for all of the participants, your daughter included. Unfortunately, some of the princess runners are less than gracious, especially when it comes to overcrowding on the course.

dccboyle · May 3, 2015

5xdisneyfans said:
That is very strange. There was one person participating that was in a wheelchair so I don't know why it would be different rules for your daughter. I do know there is an age restriction. How old will she be?

Hi, she is 14, will be 15 at race time, so she should be good! Not sure of the issue then!

dccboyle · May 3, 2015

VAfamily1998 said:
The posters on the "Events" board might have more insight. One thought, is your daughter 14 yet? Half marathon participants have to be at least 14.

Yep...she'll be 15 at that time

dccboyle · May 3, 2015

roxymama said:
If your daughter is in the age requirement, you may want to contact the following and ask about this sentence under the safety section. I do not know if that includes wheelchairs that are not push-rim/hand-carts/used for competitive racing, etc.

We can offer human guides to assist registered participants with disabilities. Please contact rundisney@disneysports.com no later than 90 days in advance of the event.

I have contacted rundisney and they have been very unhelpful

dccboyle · May 3, 2015

pigletliz said:
First of all, congratulations on the anniversary of her WISH trip.

Could it have something to do with the extreme narrowing of the course and the crowds? In most races that I've seen, the wheelchair racers start at the very front. They are in racing chairs and would not be in the midst of the huge group of runners. I don't think it falls under a civil rights violation if they are stating safety for all of the participants, your daughter included. Unfortunately, some of the princess runners are less than gracious, especially when it comes to overcrowding on the course.

pigletliz, thank you. You are probably right on all accouts unfortunately, but we will keep trying!!!

dccboyle · May 3, 2015

roxymama said:
I found this Mom's panel question for you from 2014. I realize rules may have changed since then but I hope it helps you.

http://disneyparksmomspanel.disney.go.com/questions.aspx?pgm=10&pid=182&cid=183&qid=245512

roxymama, thank you for the link to the disney mom's panel. I will check that out and contact them, I bet!

Gracie09 · May 4, 2015

dccboyle said:
roxymama, thank you for the link to the disney mom's panel. I will check that out and contact them, I bet!

Just so you know, the Mom's panel are not employees of Disney but independent contractors. Their answers often contain misleading or even incorrect information. They sometimes even contradict themselves

dccboyle · May 4, 2015

Gracie09 said:
Just so you know, the Mom's panel are not employees of Disney but independent contractors. Their answers often contain misleading or even incorrect information. They sometimes even contradict themselves

Gracie09, thanks insight too!

BuckeyeBama · May 4, 2015

runDisney is very slow to respond, and they have also been generally unhelpful when I have asked for clarifications in the past. I love the events, but have been less that blown away by their customer service. I hope that you get the answers and clarifications that you are seeking, even if they may not be what you are hoping for.

dccboyle · May 4, 2015

BuckeyeBama said:
runDisney is very slow to respond, and they have also been generally unhelpful when I have asked for clarifications in the past. I love the events, but have been less that blown away by their customer service. I hope that you get the answers and clarifications that you are seeking, even if they may not be what you are hoping for.

Thanks so much BuckeyeBama!!!

taffy · May 5, 2015

Based on the run disney website they state wheelchair entries must be in a racing chair under there own power.

Is the course wheel chair accessible?
Yes, the course will be wheel chair accessible. Wheelchair participants must participate in a racing wheelchair under their own power.

Having a hard time with customer service at runDisney

dccboyle

Earning My Ears

5xdisneyfans

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VAfamily1998

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OurBigTrip

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roxymama

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pigletliz

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dccboyle

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dccboyle

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