Disney/CSC Security and Main gate CMs

MikeTaylor · Jan 27, 2016

Other than the Bag Check CMs who do a wonderful job to make that experience as painless and entertaining as possible while keeping everyone safe...

SHAME ON YOU!

I don't know if it's because of the recent changes to the security policy that has everyone in a funky attitude, but it makes a horrible first impression when entering the parks. It's hard to shake off, too. You see, there are these people that hang around nabbing people doing "random screenings" if you're waiting on the rest of your party to go through bag check. They're mean-mugging everybody as well... so here's a helpful tip for everybody... don't wait for your party! Just go in the park and meet them there.
*There was only one of these employees who did a decent, professional job-Curtis

But, on the other hand, you may not want to leave them because Disney has dropped the ball at the main gate... I've seen a numerous amount of elderly folks who can't get their finger-scan recognized for a second or third time when trying to enter the parks. The CM I overheard today should have gotten a reprimand for her demeanor. It's happening all day, I get it... just raise your hand for your supervisor and don't exacerbate the situation. Don't talk to a belligerent guest in another line while helping another; especially when your supervisor is present. I overhear this sort of thing at every park, too.

So, between all of the construction, intrusive security presence (even at Disney Springs), and the multiple hiccups with cast members, I have decided I do not wish to return to WDW this year or next year. Gonna take Pete's advice and go to Disneyland, finally. Maybe in 2018 WDW will get their act together. This behavior will definitely make its way onto my survey.

OKW Lover · Jan 28, 2016

Interesting comment. I've yet to be selected for extra screening so I don't have any first hand experience with the CSC personnel. I wonder if them being contractors rather than Disney CM's (who get trained to be polite and welcome guests) that is the root of the problem.

freediverdude · Jan 28, 2016

If you go through the guests without bags entrance at MK, unless there's a bunch of others going through right with you, you'll almost certainly be selected, happened several times already to me. Someone is usually standing right there directing the guests without bags right into the tent, lol. At least my belt and pocket snaps didn't seem to set off the detector last time, maybe they've adjusted the sensitivity.

MrKnight · Jan 28, 2016

I am sure this topic will come up soon in a DIS Unplugged Podcast.. As stated by @OKW Lover I agree that the biggest issue here is likely that CSC is a third-party contractor and doesn't receive the kind of training (nor are they held up to the standards) of Disney Guest Service. Hopefully this is only a temporary growing pain as this still a very new and recent change, hopefully WDW senior leadership is working on a better long-term solution..

MikeTaylor · Jan 28, 2016

In my experience, the shocking part was that CSC wasn't as bad as the Disney personnel!

PACVII · Jan 30, 2016

I was the lucky lottery winner 3 out of 6 times. I don't profile well but regardless like seeing extra security. I have no problem being selected and feel it's important in this day and age to have it.

Now the but. The overall experance was very poor. The security officer doing the extra scans are not well trained and lack experance. The random selection is not random. None of the additional screening were completed correctly.

They have a lot of work to do here but over time should improve.

pjweaver · Jan 31, 2016

I can't wait to experience this (as I always get selected for extra screenings). My history with CSC staff is limited to sporting events, and I'd never compare them with CMs. One question that keeps popping into my head is, if Disney was asked to consult with Homeland Security, why do they subcontract this out? The only answer I can come up with is liability when someone sues over an aggressive security check. CSC does not have a great reputation for customer service OR their threat prevention and awareness of situational surroundings.

OKW Lover · Jan 31, 2016

pjweaver said:
One question that keeps popping into my head is, if Disney was asked to consult with Homeland Security, why do they subcontract this out?

Disney consultation with homeland security was about managing crowds (think queues) not actual screening.

ninecrayons · Feb 6, 2016

This thread caught my eye because we took a large group of students to Epcot on Friday and the main gate CMs were totally unhelpful. While I had explained a bit what to do at the turnstile, the CM's gave the kids no instructions at all. No what to hold where, didn't tell them to go through, etc. I literally had to stand there and walk the kids through it. At 12 they are old enough to understand what to do, but were totally unclear on when they were okay to go in. One of my students kept touching her card to the reader because she didn't think she was okay to go through yet.

I was quite surprised the CMs didn't help and another teacher commented on this as well.

Accident · Feb 6, 2016

which cms? this came fast, I'm not surprised a large amount of non-disney security had to be added to the parks while they train people. I think by summer we'll see a huge shift in how the security staff acts as consultants leave and disney staff replaces.

This is just not a quickly shift more employees to this job situation. I don't see how they could have done it better except to not do anything until everyone was trained and this is better than that.

bradisgoofy · Feb 6, 2016

I am a Security CM. Please be patient as we train our own CMs to take over for the CSC people. I assure you we are being trained in the "Disney" way of screening guests with the "portals". Disney is in the process of hiring more Security Host/Hostess to completely replace all the CSC security(?). We already completely handle DHS and AK. I want you to know that Disney legal is making sure Disney CMs are trained on "randomly" picking people to go through the portals. 99.9% of the people I have interacted with completely understand about the increase in screening. I have more than once been thanked for the added concern with making WDW safe. This is just step one in the security changes coming to the Walt Disney Company, and it will be coming to Disneyland, too.

pjweaver · Feb 7, 2016

bradisgoofy said:
I am a Security CM. Please be patient as we train our own CMs to take over for the CSC people. I assure you we are being trained in the "Disney" way of screening guests with the "portals". Disney is in the process of hiring more Security Host/Hostess to completely replace all the CSC security(?). We already completely handle DHS and AK. I want you to know that Disney legal is making sure Disney CMs are trained on "randomly" picking people to go through the portals. 99.9% of the people I have interacted with completely understand about the increase in screening. I have more than once been thanked for the added concern with making WDW safe. This is just step one in the security changes coming to the Walt Disney Company, and it will be coming to Disneyland, too.

I'm glad yo hear the Disney is working to train CMs the Disney way. I can't wait to be 'selected' for screening and see amazement on CMs faces as I empty my overstuffed cargo pockets.

*NikkiBell* · Feb 7, 2016

Interesting and sad if this is the case the majority of the time. I will say that the lack of high level CMs over the past five or six years now has been a thorn in my side.

Please consider reporting your concerns to Guest Relations. It's the only way that things can be changed. It's best to do it while in a park, but you can also email them at: wdw.guest.communications@disneyworld.com. A handwritten letter also goes a long way:

Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

bradisgoofy · Feb 7, 2016

pjweaver said:
I'm glad yo hear the Disney is working to train CMs the Disney way. I can't wait to be 'selected' for screening and see amazement on CMs faces as I empty my overstuffed cargo pockets.

TiggerTrigger · Feb 8, 2016

When we were at Disneyland in December, we noticed that both the CMs handling bag check and the security people were very grumpy...but I felt for them, because there were a lot of people in line who were also far more cranky than normal. I heard so many people whining as we went through and none of them were making conversation. We even had one incident where an off-duty park CM was throwing a fit over being required to go through bag check and it escalated to security having to come out and set them straight. I've never seen anything like it, but it was a full on yelling match between the CM and security and I'm guessing it wasn't the first or last time. What's funny is the people handling security and checks and both the Grand Californian, the AMC and the DTD monorail were much more in line with what you'd expect at Disney, but I'm guessing it's because they're not dealing with the same volumes and attitudes as those are at the main entry points.

bradisgoofy · Feb 9, 2016

TiggerTrigger said:
When we were at Disneyland in December, we noticed that both the CMs handling bag check and the security people were very grumpy...but I felt for them, because there were a lot of people in line who were also far more cranky than normal. I heard so many people whining as we went through and none of them were making conversation. We even had one incident where an off-duty park CM was throwing a fit over being required to go through bag check and it escalated to security having to come out and set them straight. I've never seen anything like it, but it was a full on yelling match between the CM and security and I'm guessing it wasn't the first or last time. What's funny is the people handling security and checks and both the Grand Californian, the AMC and the DTD monorail were much more in line with what you'd expect at Disney, but I'm guessing it's because they're not dealing with the same volumes and attitudes as those are at the main entry points.

So bag check at DLR is not handled by Disney Security CMs like WDW is? At WDW we are trained to never argue with any guest, even if they are a CM. All disputes are to be handed off to a Security Foreman or Security Managers. I always try to be upbeat and friendly, I really like bag check because I can interact more with guests. I know there are CMs who seem to have lost the "Magic" in their attitude but I am still new and living the dream, so I want to live up to Walt's expectations of what a cast member is suppose to be.

Tinkerchelli · Feb 9, 2016

I truly do not care if I am asked to step aside to be checked further it's for our protection.
It's sad that this has to be done, but also security at Disney is top and most important.
If you want to visit a park with less security, there are a lot of other parks in Orlando area that have less security.
I deal with it at the Airports for the same reason, if you have nothing to hid it's not a big deal anyway. Just my opinion

TiggerTrigger · Feb 10, 2016

bradisgoofy said:
So bag check at DLR is not handled by Disney Security CMs like WDW is? At WDW we are trained to never argue with any guest, even if they are a CM. All disputes are to be handed off to a Security Foreman or Security Managers. I always try to be upbeat and friendly, I really like bag check because I can interact more with guests. I know there are CMs who seem to have lost the "Magic" in their attitude but I am still new and living the dream, so I want to live up to Walt's expectations of what a cast member is suppose to be.

It appeared to be Disney CMs doing the physical bag check at the main check points and they were the ones who were anywhere from quiet to a bit grumpy. It was night and day compared to the pleasant/fun experiences we've had at WDW bag checks. They also had security in yellow jackets and that's who jumped in when the off duty CM started yelling. I wasn't able to hear the beginning of it, but it looked like she tried to jump to the front of the bag check line because she's a CM and thought she could just walk through. By the time we knew what was going on, she was moving to the back of the line...screaming and cursing about how stupid it is to do this to cast members. I know there was security we passed on our way to that point that would have been behind her if they really needed to do anything, but the main security person sternly telling her how it was going to be never crossed outside of the post-bag check area. I was just surprised that they didn't attempt to talk to her in a more normal volume vs. indulging her with the shouting match across the crowd.

I tried not to look at it like the CMs had lost the 'magic.' Instead, I tried to compare it to how we feel at work after new policies go into effect...and then coupled that with how they must feel being close to San Bernardino and being employed by such a wonderful place that also makes a prime target. I went in feeling more bothered about the off duty CM's behavior and the way security handled the yelling.

Disney/CSC Security and Main gate CMs

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