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Old 01-10-2013, 05:06 PM   #1
amagical
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Returned from Disney Fantasy - Not a Fantasy experience

Greetings -
Years ago I was a member of the DIS (10 year cast member) and so on. When I left the company I took a break from all things Disney! Fast forward to today and 2 children later!!! In the past year we have been to Disney 3 times and have now just returned from 7 nights aboard the Fantasy. My 6yr old son is bi-laterally profoundly deaf. Both of our children are adopted from ethiopia. Needless to say the crusie did not go so well fo him and I wrote guest communications and included photos of some of the challenges and the response I got was not even an I'm sorry just a thanks for sharing your feedback. I really am rather upset and am hoping you can point me in another direction to advocate for him.

Courtney
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Old 01-10-2013, 06:09 PM   #2
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You might want to check out cruisecritic.com and see if any of the experienced cruisers have suggestions:

http://boards.cruisecritic.com/forumdisplay.php?f=167
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Old 01-10-2013, 06:11 PM   #3
Cassandy
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If the cruise is over, it's a little late to advocate for your son. What are you trying to accomplish with guest services? By which I mean, what would be a good resolution that you would be happy with?

Also, why would you say, "needless to say the cruise didn't go so well for him". Why is that 'needless to say' when Disney tends to be super-accommodating? Did you foresee problems that you didn't address ahead of time? What were the issues? How would a picture help capture those issues?

I guess the question is.... what do you actually want, and what in the world happened?
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Old 01-22-2013, 07:11 PM   #4
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Quote:
Originally Posted by Cassandy
If the cruise is over, it's a little late to advocate for your son. What are you trying to accomplish with guest services? By which I mean, what would be a good resolution that you would be happy with?

Also, why would you say, "needless to say the cruise didn't go so well for him". Why is that 'needless to say' when Disney tends to be super-accommodating? Did you foresee problems that you didn't address ahead of time? What were the issues? How would a picture help capture those issues?

I guess the question is.... what do you actually want, and what in the world happened?
It's never too late to advocate for your child! Perhaps this parent would like to see changes made for any future cruises they may take with their child and for other children with similar needs who would like to use Disney Cruise line. I applaud you OO and Disney David! It is determined parents like you that have taught me to advocate for the rights of my own special needs child and others following in the same foot steps. Thank you!
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Old 01-22-2013, 07:23 PM   #5
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Quote:
Originally Posted by Disneylvr

It's never too late to advocate for your child! Perhaps this parent would like to see changes made for any future cruises they may take with their child and for other children with similar needs who would like to use Disney Cruise line. I applaud you Disney David! It is determined parents like you that have taught me to advocate for the rights of my own special needs child and others following in the same foot steps. Thank you!
Yes it never to late because if all that changes with the op complaining that the call center get trained better that be at least one step because this sadly is to the first time a Disney call center rep told the wrong info. I think they need a special number just for kids club because this as I said is not the first time a cm told them wrong info regarding special needs kid and kids center. With it own number may be that would cut down in miss information and make it better for the guest.


Op please write a letter via mail to and to more then one person it my sound stupid and a waste but the more people at Disney reads it the quicker they get back to you. I had a problem at Disney world with the poly wrote one letter after a couple weeks hearing nothing decide to resend it but this time sent it to as many people I could get a address to little over week later i got a phone call telling me they revived it and are having meetings about what happened and wanted more info. After a couple more phone calls the problem was final resolved to my satisfaction.
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Old 01-24-2013, 08:08 PM   #6
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I think part of the changes for no adults in club may be because all schools and youth organizations in fl now have to have a criminal screening/ background check for all parents and any adults who do anything at all with kids!! there would be no way to do that for a cruise BUT they should have this for any staff who is assisting the kids at anytime on board and actually in the theme parks too!! I have never been on a cruise so I cant speak for that but im sorry this happened!! I hope something positive can come out of it so that other kids dont have the same issues!!
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Old 02-03-2013, 04:48 PM   #7
amagical
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I will keep writing and advocating! To me this is like not allowing a child in a wheelchair into the kids club with their wheelchair! Teddy needs his interperter in order to be a part of the kids club! I have a call scheduled with Karl at the end of the week. When I was asked what I wanted I simply said I wanted a promise that when I booked my next cruise for March that this would not happen and I was told they could not guarantee me that so now we press on and up the ladder!

Courtney
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Old 01-10-2013, 06:14 PM   #8
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Quote:
Originally Posted by amagical View Post
Greetings -
Years ago I was a member of the DIS (10 year cast member) and so on. When I left the company I took a break from all things Disney! Fast forward to today and 2 children later!!! In the past year we have been to Disney 3 times and have now just returned from 7 nights aboard the Fantasy. My 6yr old son is bi-laterally profoundly deaf. Both of our children are adopted from ethiopia. Needless to say the crusie did not go so well fo him and I wrote guest communications and included photos of some of the challenges and the response I got was not even an I'm sorry just a thanks for sharing your feedback. I really am rather upset and am hoping you can point me in another direction to advocate for him.

Courtney
Disney's first response is usually a 'thank you for the info' just to let you know they got it. It may take them quite a while to check into the issue (especially when it is about a ship at sea).
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Old 01-10-2013, 06:40 PM   #9
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Does your son use sign language? Did you request interpreters? What were the challenges? A little more info might help us guide you.
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Old 01-10-2013, 06:50 PM   #10
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Quote:
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Does your son use sign language? Did you request interpreters? What were the challenges? A little more info might help us guide you.
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Old 01-10-2013, 07:02 PM   #11
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x2
How long before the cruise did you request the interpreters? They need to be requested at least 45 days prior to the cruise. I am really surprised you were unable to get interpreters. A friend just got back from a 4 day and a 3 day last week.
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Old 01-10-2013, 07:32 PM   #12
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Quote:
Originally Posted by amagical View Post
Greetings -
Years ago I was a member of the DIS (10 year cast member) and so on. When I left the company I took a break from all things Disney! Fast forward to today and 2 children later!!! In the past year we have been to Disney 3 times and have now just returned from 7 nights aboard the Fantasy. My 6yr old son is bi-laterally profoundly deaf. Both of our children are adopted from ethiopia. Needless to say the crusie did not go so well fo him and I wrote guest communications and included photos of some of the challenges and the response I got was not even an I'm sorry just a thanks for sharing your feedback. I really am rather upset and am hoping you can point me in another direction to advocate for him.

Courtney
I am surprised because in my experience DCL has been wonderful at accommodating children with special needs. As long as they know in advance, they'll arrange to have CMs who speak a certain language (for non-English speaking kids) or someone who knows sign-language; they do a great job with allergies and meals; except for the profoundly disabled who require direct 1:1 assistance they'll work to include the kids in the Club. Do you have more specifics of what went "wrong" and how you think it could be addressed? Also, as a PP mentioned, the "thanks for the info" response is usually a canned response that goes out automatically; if you included contact information you may well receive a call at some point after they've done more investigation into the situation.
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Old 01-10-2013, 08:18 PM   #13
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We had an issue come up during our last visit. Once home I wrote an email to GS to let them know of the issues ( I had made contact ehile there as well, but the GS CM I spoke to gave me an email address and asked me to send an email once I got home). I also got a generic thank you, but within a week I received an email asking for my contact info. Within hours of me sending it I had someone calling me to gather info and then she had someone else call me. In the end I felt that my concers where listened to and that it was something that would be taken care of in the future.
I am sure that they will contact you soon. Be sure that when the do to be direct and offer solutions that you think they might could consider.
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Old 01-12-2013, 09:36 AM   #14
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I am surprised because in my experience DCL has been wonderful at accommodating children with special needs. except for the profoundly disabled who require direct 1:1 assistance they'll work to include the kids in the Club.

Not true, unless things have really changed. I was told by a friend who works for DCL not to worry about my special needs son in the Kids Club, that they are trained to handle all sorts of kids. Did not work that way for me.... my son was about 8, Down Syndrome, non verbal, mildly autistic. They looked at me like I was nuts when I asked to leave him. They did take him, for one hour, after that, I said forget it. The CMs were very nervous, and it was just not a good situation. (this was 12-13 years ago, yikes) I also had trouble walking him around in his McClaren chair, many doors did not have the button you push to open it, and the big lip on the floor when entering a room on some decks (which is there to block water, I understand of course)

I was glad it was just a 3 day cruise. For us, they parks are a better fit. I would try another cruise, but not with my son, who is now an adult and still in need of supervision.
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Old 01-12-2013, 09:46 AM   #15
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Not true, unless things have really changed. I was told by a friend who works for DCL not to worry about my special needs son in the Kids Club, that they are trained to handle all sorts of kids. Did not work that way for me.... my son was about 8, Down Syndrome, non verbal, mildly autistic. They looked at me like I was nuts when I asked to leave him. They did take him, for one hour, after that, I said forget it. The CMs were very nervous, and it was just not a good situation. (this was 12-13 years ago, yikes) I also had trouble walking him around in his McClaren chair, many doors did not have the button you push to open it, and the big lip on the floor when entering a room on some decks (which is there to block water, I understand of course)

I was glad it was just a 3 day cruise. For us, they parks are a better fit. I would try another cruise, but not with my son, who is now an adult and still in need of supervision.

I am handicapped myself and also had a less than Disney-esque experience on DCL. The parks are fabulous, and there is very little that I can't do. The DCL staff just were not as adept or receptive.
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