Having a hard time with customer service at runDisney

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OurBigTrip said:
The difference is that your daughter isn't propelling herself. Not sure how she could register when the rules seem pretty clear that wheelchair entrants must propel themselves.
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Hello again, can you help me to see that rule on their site? I can only find the safety page that does not indicate this. Thank you.
 
SMD said:
Also, runDisney choosing not to make an exception to their rules isn't a customer service problem. As long as they weren't disrespectful in declining the request, why complain about their service. They don't have to give in to every demand to provide good service.
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Well, they were disrespectful. The funny thing is is that they accidentally copied me on their internal emails that pretty much poked fun at me! I have not been disrespectful back because I do so want them to say yes!
 
aaarcher86 said:
Yes. Immediately jumping to a civil rights issue is, IMO, getting a bit carried away.

Like I said, I understand your desire and think it's great. Every race makes their own rules and for whatever reason, pushing anything (not just wheelchairs) is prohibited. It's not a dig against your daughter or her condition.

Others have pointed out there may be other races you could do this in. You should look into those.
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Hello, might you help me to find on the runDisney site that pushing is prohibited. I may easily be overlooking this as all I can find on the safety page identifies everything but wheelchairs. Thanks
 
i understand this is done at races all over the country (it's on my bucket list to complete a half pushing my brother), but i think at disney the reason it's not allowed is specifically due to the safety concerns for all runners. disney races are crowded, and the various courses narrow in a few areas (inside and out of the parks) where pushing a stroller or wheelchair would take up considerable width on the course. disney's priority in the races is safety.

as far as it not being written into the rules, this is likely an oversight on disney's part.
 
dccboyle said:
Hello, might you help me to find on the runDisney site that pushing is prohibited. I may easily be overlooking this as all I can find on the safety page identifies everything but wheelchairs. Thanks
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Why? You've called and asked, and they've advised you that it's not allowed to push your daughter through the race. Logically, since we know that there are self propelling wheelchair racers and other push items are prohibited we can conclude why. But there's no reason to look for the verbiage you desire.

Nobody is allowed to push ANYTHING. If strollers were allowed and they were denying a wheelchair, you'd have a right to think you were being discriminated against. But you're not. Having a disability doesn't mean that that rule needs to be bended or changed. It's not specifically written into the safety requirements because there's an entire wheelchair section of the race. You've talked to them. You've gotten your answer.

I'm sorry you're disappointed, but they aren't going to change the rules for you. If you genuinely think this is a civil rights issue (which everyone else has told you it isn't) file a complaint with the DOJ and they can investigate.

Why don't you look for a race at Disney where they allow pushing wheelchairs and strollers?
 
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I too have seen this happen in other races. That given, have you ever done a runDisney race? There are tight corners, rail tracks, uneven surfaces, and thousands of runners. It is a safety issue - for you and for other runners.

Sorry you don't like the answer you were given from runDisney. That doesn't make them rude or lacking in customer service. They are running races and registration for races. Sometimes they are difficult to get ahold of - especially on a race week.
 
I found this under the FAQs about the princess 5K and 10K. I am not sure why it's posted under those specific races and not the "general race questions" section, but it seems to support what others have said and what you were told by runDisney. (Wheelchairs are allowed, not prohibited. But they have to be racing wheelchairs and the wheelchair user must self-propel.)

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.​

http://www.rundisney.com/princess-half-marathon/ > FAQ tab > 5K or 10K sections
 
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design_mom said:
I found this under the FAQs about the princess 5K and 10K. I am not sure why it's posted under those specific races and not the "general race questions" section, but it seems to support what others have said and what you were told by runDisney. (Wheelchairs are allowed, not prohibited. But they have to be racing wheelchairs and the wheelchair user must self-propel.)

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.​

http://www.rundisney.com/princess-half-marathon/ > FAQ tab > 5K or 10K sections
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Thanks for finding this. I have not come across anything specific until this post. As I have mentioned a few times (while others replying have basically given me a hard time for no reason)...just wanted to find help! You have found the proof. Yes wheelchairs are not mentioned as being prohibited (yes they specifically have a wheelchair division, but again, in prohibited, not listed as such). Yes, they were disrespectful (not sure why some of you think that I think they were disrespectful because they said no...not the case!) to me in their internal communication that they accidentally included me on (but again, I don't want to have that come back on me so I have not brought it up!) Yes, verbiage says that runners have to do it under their own power, but, this is only mentioned for 5K races. Why, I don't know. I understand that they might mean for all races, but they did not state that. Why do we/I have to assume so??? So since they didn't, I simply posed the question and scenario. They have yet to reply with the fact that the 5K rules apply to all races. I think that after 5 communications with them that they would have told me that by now! And today, design_mom finally found something that I agree with that would make me think the answer is no. That too has not been brought up in their replies! In fact they are considering my request. In the end, I was looking for your thoughts and help. I appreciate the comments, even if I don't agree with some the comments have valid points, and hope to continue the dialogue. I will even share their final say when I hear from them the final time. Thanks!
 
OP, I think it's amazing that you push your daughter in various races. My wife is a runner and I have seen this at various races as well.

Please know that I'm not trying to be rude. You have started the same thread on the disability board as well as on the WISH board. You said yourself that you called them and were specifically told no. As far as if they were rude or not, none of us can comment on that as we weren't there. I understand that the answer you received from runDisney was disappointing and possibly frustrating. I also understand how frustrating it is to look on the website and not see it clearly laid out.

I'm sorry you feel as though you were given a hard time here. Personally, your comment that this was a civil rights issue and asking how to make that happen, was off-putting. When one person commented that the person must self propel and there was nothing regarding civil rights about their decision, you asked why it wasn't a civil rights issue.

Regarding the assistance runDisney will offer: there is a difference between two people running together with one guiding the other by saying, verbally or via sign laguage, turn here, than someone pushing a wheelchair. Like others have stated, runDisney races are extremely busy with narrow trails, etc.

It was mentioned numerous times that it was most likely an oversight by the website, that's it's a safety issue, that those competing must self propel, etc.

Again, I understand your frustration and disappointment. I guess I don't understand what you want the end result to be. You state yourself that it says in the 5K info that runners have to do it under their own power but you don't understand why we assume it would be the same for all races. You said they haven't replied yet with the fact that the 5K rules apply to all races, that you have had 5 communications with them about this. You said that today someone responded with something you agreed with that would make you think the answer is no but that that hadn't been brought up in their replies to you.

Again, what is the result you are looking for? Is it them changing the rules to allow you to push your daughter, or is it them admitting the fact the information should have been on the website? You said they are considering your request and you would share their final say but, according to your previous comment, you already have it. They have already said no and I don't see them changing their rules for this one instance.

I'm sorry you don't feel as though you received the answers you wanted from this board or from runDisney. It appears to me, as it may to others, that you didn't receive the answers you wanted to hear and I'm sorry if that is the case. I wish you nothing but the best in the future.
 
dccboyle said:
Thanks for finding this. I have not come across anything specific until this post. As I have mentioned a few times (while others replying have basically given me a hard time for no reason)...just wanted to find help! You have found the proof. Yes wheelchairs are not mentioned as being prohibited (yes they specifically have a wheelchair division, but again, in prohibited, not listed as such). Yes, they were disrespectful (not sure why some of you think that I think they were disrespectful because they said no...not the case!) to me in their internal communication that they accidentally included me on (but again, I don't want to have that come back on me so I have not brought it up!) Yes, verbiage says that runners have to do it under their own power, but, this is only mentioned for 5K races. Why, I don't know. I understand that they might mean for all races, but they did not state that. Why do we/I have to assume so??? So since they didn't, I simply posed the question and scenario. They have yet to reply with the fact that the 5K rules apply to all races. I think that after 5 communications with them that they would have told me that by now! And today, design_mom finally found something that I agree with that would make me think the answer is no. That too has not been brought up in their replies! In fact they are considering my request. In the end, I was looking for your thoughts and help. I appreciate the comments, even if I don't agree with some the comments have valid points, and hope to continue the dialogue. I will even share their final say when I hear from them the final time. Thanks!
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You don't have to assume that. You spoke with the Run Disney team and they gave you a direct answer. There's no assumption needed.

If you're under the impression that because it's not listed on the website they need to let you do that, I think that's a bit misguided. They don't have to state every restriction, and if it's an oversight, they've allowed you to contact them to get clarification. I'm just not understanding what the continued issue is.

There are other races that would allow you to push your daughter at Disney - why are you not looking into them?
 
In your other post in the WISH board, you were referred to the Mom's panel link and those individuals in wheelchairs were referred to runDisney to see if they qualified to be in the wheelchair division of runDisney events. You did that and were told that you could not push your daughter. I don't understand what further you are hoping to accomplish.

You are welcome to call me rude or not understanding.
 
Other posters on page one did not provide links, but did find and post about the information on the website which indicated wheelchair participants had to be able to participate under their own power.
 
[QUO="SueM in MN, post: 53587739, member: 2590"]Other posters on page one did not provide links, but did find and post about the information on the website which indicated wheelchair participants had to be able to participate under their own power.[/QUOTE]
Yep, SueM, I got that info in someone's post. Finally saw actual verbiage on their site, though pretty buried, that indicated that the participant must be able to participate under own power. I was definitely surprised by some of the strong emotion and words shared by others! I was just looking for some helpful tips, since runDisney has not said no. As I have mentioned now on many occasions, runDisney has been very short and disrespectful (have the chain of emails to prove it) but, BUT, they are considering my request, and never have said no based on their site...surprisingly, since I now see where on the site the answer will be no! They have never given me a reason, so of course I was also put off for no reason...they could have just cited their site/policy!!! So, I wonder why they have not said no! Since they have not, I will still stay somewhat hopeful till they say yes or no!!!
 
2tinkerbell said:
In your other post in the WISH board, you were referred to the Mom's panel link and those individuals in wheelchairs were referred to runDisney to see if they qualified to be in the wheelchair division of runDisney events. You did that and were told that you could not push your daughter. I don't understand what further you are hoping to accomplish.

You are welcome to call me rude or not understanding.
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Sorry, again just was looking for advice..surprised to be ripped a bit on my favorite website!!! That's all! I was told no, that I could not push, with no reason given. Would you have not questioned that? I'm sure you would have. I simply asked all if they could offer help on this site and someone actually was able to identify the spot on the runDisney site (hard to find...left off many places they could have mentioned it!!!). Since runDisney has never told me the "why" of course I kept pushing it! Now I see the "why" for myself, but since they are entertaining the possibility, I will let runDisney tell me yes or no! Thanks again!!
 
I'm sorry you feel ripped on. Jumping immediately to a civil rights issue because you don't like an answer is incredibly off putting. I don't feel you've been ripped on at all, but there is just a lack of people agreeing with you.

I still don't understand why you aren't looking into races at Disney that allow for what you want to do?
 
aaarcher86 said:
I still don't understand why you aren't looking into races at Disney that allow for what you want to do?
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To be fair, I'm not sure there are any races that allow it. Based on old threads here on the DIS, it sounds like certain races used to have a stroller division. I'm not trying to compare a wheelchair to a stroller, but I wonder if that's where pushing another person (whether it was in a wheelchair or stroller) was allowed?

However, I looked at the FAQs for all of the upcoming runDisney runs at WDW and all of them say "there will not be a stroller division for this race" and "wheelchair participants must participate under their own power." It sounds like pushing another person might have been something that was previously permitted, but no longer is.
 
design_mom said:
To be fair, I'm not sure there are any races that allow it. Based on old threads here on the DIS, it sounds like certain races used to have a stroller division. I'm not trying to compare a wheelchair to a stroller, but I wonder if that's where pushing another person (whether it was in a wheelchair or stroller) was allowed?

However, I looked at the FAQs for all of the upcoming runDisney runs at WDW and all of them say "there will not be a stroller division for this race" and "wheelchair participants must participate under their own power." It sounds like pushing another person might have been something that was previously permitted, but no longer is.
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Maybe. In glancing at the website previously I thought there was a stroller pushing group in one of the 5K races that I saw. Maybe I was assuming the diaper dash included strollers?

I on,y run if someone's chasing me, so my interest was limited lol!

ETA: looks like they might have taken out ALL stroller division runs in 2014 due to safety issues with people running with strollers.
 
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dccboyle said:
but since they are entertaining the possibility, I will let runDisney tell me yes or no!
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dccboyle said:
BUT, they are considering my request, and never have said no based on their site...surprisingly, since I now see where on the site the answer will be no!
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OP, please clarify something for me. It was my understanding that runDisney already told you over the phone that you will not be able to push her. However, you have stated in numerous posts that runDisney is considering the possibility / request of you pushing your daughter. It sounds as though you have been in contact with runDisney as you have mentioned an internal email that you were attaced to. During these communications, have they specifically told you they are reconsidering letting you push her or are you assuming they are because, as you say, you are pushing the issue and hope you can change their mind. In your communications with them, what is your argument? Is it that since it wasn't stated verbatim you should be allowed to? You have also said that once you receive their final decision you will let everyone know. What could be more final than the phone call where you were told no? What is the end game here?

I think we can agree runDisney will most likely not bypass their policy to allow you to push your daughter, as great as that would be. If they let you, they would have to let others. That being said, what do you think / want the end result to be? What can they tell you, short of you can run, that you will be OK with? Is it admitting that the information was not posted properly and should have been?

I understand the frustration and disappointment of being told you can't push her, I really do. I'm sure others do as well. I think what a lot of us don't understand is the continued fight and what it is you are hoping to realistically accomplish.
 
dccboyle said:
That's all! I was told no, that I could not push, with no reason given. Would you have not questioned that? I'm sure you would have.
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If I did have additional questions, I would ask the entity who told me "no". I wouldn't keep demanding proof from and arguing with numerous responses from my favorite website.

I would also be aware that there is no civil right allowing any individual to race.
 
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