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Old 02-05-2013, 06:59 PM   #1
sue and co
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Unreasonable guests

I am currently in WDW (from England) and witnessed a poor cast member having to deal with a very unreasonable guest at Epcot. The guest was insisting that he wanted a 'fast pass GAC' - the CM had already given him a GAC based on what his described needs were but he was not happy with it. Despite her telling him that there was no such thing as a fast pass GAC and that she had spoken to her manager and confirmed that the one she had issued was correct he was being really abusive. As well as giving him a GAC she was offering him a one off fast pass for the specific ride he had had a problem at - causing him to come to guest relations in recognition that he had had to go back and forth but this was not good enough. At that point I left guest relations as I had been dealt with (I was getting a 50th birthday button for DH - I had got my GAC two days before at MK) but I really hope that the manager came out and backed the CM, if it was up to me the guest should have been made to apologise on threat of being put out of the park and should have been told that if the GAC offered was not good enough he could go without completely but somehow I doubt it

I do feel sorry for CM's who have to deal with guests like that.

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Old 02-05-2013, 08:41 PM   #2
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I know that Disney CM's are trained to be positive and polite all the time but some people need to be put in their place. People act like something is owed to them, I think Disney does an excellent job at accommodating any needs/requests. I don't think I could work there I would be telling people which way the wind blows
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Old 02-05-2013, 10:38 PM   #3
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Old 02-06-2013, 12:01 AM   #4
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I saw the same thing this past Oct at MK guest services. We went in to get a birthday button and saw a lady really giving the CM heck. She was pounding on the desk with one hand and waving a letter around with the other, arguing that she had a note from the doctor that her kid couldn't wait in lines and she demanded a front of the line pass and knew her rights. The CM was trying to explain to her that a GAC did not give anyone immediate access to rides. She wasn't accepting that and said that with the doctor's note they had to give her front of the line access, as her family could not and would not wait in lines. She kept saying she knew the law and Disney had no choice under the ADA, but to give her what her doctor's note said they needed, which was not waiting in any lines. When we left another CM was trying to explain to her about equal access vs special access and the ADA. The poor kids were standing there looking mortified, pulling on her blouse asking her to stop and leave. Both looked normal, so I'm not sure which one she was trying to get the GAC for. I felt sorry for both kids. One of them may have actually needed a GAC, but to tell the truth it looked more like she was just trying to cheat the system, with her doctor's help. Nothing was going to satisfy her, but immediate front of the line access and she refused to even consider any other options. When offered an alternative waiting area, she got even madder and said that was not what she wanted at all, she wanted a 'front of the line pass'. She didn't want to wait and had a right to go immediately on the rides, without waiting, because she knew the law. She absolutely refused to explain anything about why they needed front of the line or why the kid couldn't wait, just that the doctor's note guaranteed them that they wouldn't have to wait and Disney had no choice but to honor it and she didn't have to explain her kid's needs, the doctor told her she didn't.

Last edited by aubriee; 02-06-2013 at 01:08 AM.
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Old 02-06-2013, 12:08 AM   #5
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That is really sad. Do these parents realize what kind of an example they are setting for their kids?
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Old 02-06-2013, 05:50 AM   #6
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I have seen confusion also but not at this level. By my nature I have "informed" the parties of the law which diffused or clearified the situation. I am surprised that WDW does not have a "process" card that explains GAC, when individuals do not understand it and it and the legal basis behind it.
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Old 02-06-2013, 06:52 AM   #7
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Quote:
Originally Posted by bookwormde View Post
I have seen confusion also but not at this level. By my nature I have "informed" the parties of the law which diffused or clearified the situation. I am surprised that WDW does not have a "process" card that explains GAC, when individuals do not understand it and it and the legal basis behind it.
Sounds like a plan, but let's be honest..............guests with this amount of attidute would not care what was written on a card.......they would just continue to be abusive to the CM.....making a fool of themselves and not a good example to there kids!

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Old 02-06-2013, 08:10 AM   #8
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who spends this much time listening to what happens at guest services? Don't you all have your own vacations to attend to?
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Old 02-06-2013, 08:20 AM   #9
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who spends this much time listening to what happens at guest services? Don't you all have your own vacations to attend to?
I imagine they were waiting their turn patiently, which was made longer by the yelling person taking up the CM's time. When I went to get my daughter's GAC at Christmas time I had to wait about 10 minutes. Plenty of time to have heard something like this if were happening. Nothing quite so interesting on my day there though.
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Old 02-06-2013, 09:04 AM   #10
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I was there once a few years ago when a guy was yelling at a CM he said a few obscenities and within a few minutes 3 men in suits went up to him said something and walked off with him. It looked like something out of Men in Black I guessed it was security but they all had suits so they didn't look like security
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Old 02-06-2013, 09:14 AM   #11
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Disney should probably post signs at guest relations stating no GAC with front of the line access. There seems to be so much misinformation on this pass it may be best to post.
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Old 02-06-2013, 09:41 AM   #12
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And when you post this or say that in your own experience, waits are longer waiting for the WC car, people say you have a negative attitude!
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Old 02-06-2013, 09:49 AM   #13
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Quote:
Originally Posted by buffettgirl View Post
who spends this much time listening to what happens at guest services? Don't you all have your own vacations to attend to?
You'ld be amazed how much of a rant you can hear in even just one minute if someone has serious enough Entitlementitus. Even if you get into GS and get help right then and there, it takes at least a minute or 3, perhaps 5, for a CM to actually write out a GAC. That is when things are very clear, no need for discussion, explanation or asking further. After all, it does take some time to write out and nowadays they -rightfully so!- don't do anything and all on the spot but walk to the back which also takes some time. Add up the couple of minutes after writing out any proper CM doing their job will explain you what can and can't be expected from the GAC and/or repeating and explaining changes since "date noted on old GAC". That is plenty enough time to not get loads of details on one guest blowing up because of Entitlementitus, but if you are "lucky" more than one.

Let alone when you have to wait your turn.


And then, you have some of those folks like me. Who over the years have happened to strike up a friendship with certain CM's including working in GS. When being in that park, I always make it a thing to drop by and have a quick catch-up-chat if obviously job allows it.

Or when dealing with a problem or complaint. One can easily be in there 15 minutes, being helped right away but it simply taking quite some time for things to be done.

"Funny" thing is one of the symptoms of Entitlementitus; when not feeling you get what you Deserve, your voice starts to change volume and can not be used at any other level than Too Load. Either out of symptomatic thinking yelling will make you get what you did not get or symptomatic thinking that making a scene in front of other guests will mortify CM and/or Disney so much they will do whatever it takes to shut you up.



Bookwormde; your "problem" is that you think coming from common sence, basic values installed in you etc. Those with Entitlementitus do not come with out "devault setting". They would not care if Disney were to provide them with a letter from Barack Obama himself stating how things work and how that is legal. That does not matter. They have an Entitlement and that is Holy, period. Anyone who dares not perfectly sooth that Entitlement is wrong, discrimating and you name it. Only thing that works is standing ground, ignoring and if need be when things get too bad; remove from building or even park. Latter is something imho Disney bends way too much over backwards not to do. Unfortunately it only takes 1 in a 1000 times of not standing ground which will feed this behaviour more than the other 999 times. If I only just remember how many times I've seen that not standing your ground being practiced by ride CM's, it pays off way too well to not get more and more seriously infected with Entitlementitus.
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Old 02-06-2013, 04:23 PM   #14
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I think this is an issue of people see the Give Kids the World and Make a Wish passes and think they should get that treatment too. End of story no, you don't ask for that you are grateful for what the cast member gives you. If you were eligible for that treatment you would thank each and every person who made it happen. People think because they spend x amount they can get whatever they want. Disney has not helped this by increasing prices and stuffing more people into the parks so wait times are skyrocketing as well.
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Old 02-06-2013, 04:46 PM   #15
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Quote:
Originally Posted by aubriee View Post
. The poor kids were standing there looking mortified, pulling on her blouse asking her to stop and leave. Both looked normal, so I'm not sure which one she was trying to get the GAC for. I felt sorry for both kids. One of them may have actually needed a GAC, but to tell the truth it looked more like she was just trying to cheat the system, with her doctor's help.
While she was definitely out of line, it's important to remember that the GAC is by definition for invisible disabilities/issues, so "looking normal" doesn't mean anything about whether or not they need it and that kind of judgement can be really harmful.

Last edited by utterrandomness; 02-06-2013 at 04:55 PM.
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