Berating cast members

[bcla]

While I haven't done it, I've seen it happen a few times. Just last trip I saw a dad whose family walked out, but where he wanted back in without the security check. A CM told him he needed to go through the entrance. Dad kept on arguing, complaining about a long day.

A few years back it was someone at RSR. Not quite sure what was the deal, but the CM wasn't letting his family in though the FP line. I think the CM might have even said he might call security if this kept up. The visitor was complaining about how much the trip cost him to plead his case to be let through.

 

[SMD]

I'd say that if you've seen 2 examples in several years then it's not that bad. I go to the park weekly and I see this most often when people get turned away for expired FPs these days. It used to be ticket renters. I'd say I see it about once every other trip, but some weeks I go 2-3 times for a few hours and some weeks I might do a whole day. I just say thank you a lot to CMs and smile and stuff to convey that not all guests are entitled or have a chip on their shoulder. Although I will also complain about things in a firm but not overly ride way like line cutting. While it not necessarily that CM's fault, it is something that Disney doesn't enforce that has a negative impact on other guests. Having a forward facing position doesn't protect CMs from never having negative interactions with guests. People shouldn't take it over the top, but no one who has ever worked with customers is going to tell you it doesn't happen.

 

[jammyjam25]

I watched a dad lose his MIND on a CM my last trip. It was on jumpin' jellyfish and they had determined his daughter was too short to ride. He did NOT like this as an answer and proceeded to scream at the CMs there for a good ten minutes. If I recall security had to get involved to escort him away.

My question to that dad is, what if the CM had decided to bend the rules for his daughter and then something horrible had happened (slipped out of the seatbelt, etc.)? The chances are slight but those height limits exist for a reason...

 

[offwithyourhead]

Unfortunately the gates of DLR do not magically remove the jerk gene from people. If they're jerks to customer service people in regular life, they'll probably also be jerks to CMs at DL.

Sadly the CMs are no different than regular retail or service employees and are probably used to being berated for things beyond their control. I feel bad for them because even at my retail job where customer service is the highest priority, we are not held to the 'disney standard' of grinning and bearing it.

Some people are just awful. If you see someone berating an employee in or out of DL, the best thing you can do is reassure them that they're doing a good job and the person is out of line, or better, leave a report with their supervisor if you see that the employee is in the right.

 

[JimmyBean42]

I've seen a few incidents every trip. Once a saw a family (yes a family), yelling at multiple CM's b/c they were trying to use expired park tickets (expired by a few years) and the CM's were instructing them to go to the customer service booth and they just flat our refused and were calling the CM's some pretty colorful expletives. One CM was really getting yelled at and fingers pointed in her face so bad that I got heated just watching it. Yet this CM kept their calm the entire time. I took not of her name and location and wrote WDW customer service a glowing letter about her performance the next day.

Another time I saw a meathead of guy yelling at the CM at the beginning of Peter Pan's Flight b/c the 80 minute wait for the ride was too much for his toddler and how could the CM expect a 3 year old to wait that long. Wow....if only there was something at the beginning of the line to let you know how long you would wait. Then not even a minute later I saw him yelling at another CM because someone moved his stroller over to the stroller parking area. He parked it in front of the clearly labeled "No Stroller Parking" sign and couldn't believe they moved it b/c no should touch his stuff. I just hoped the poor guy got a protein shake and was able to do some burpees so he could calm down a bit.

 

[Diszona]

I watched a dad lose his MIND on a CM my last trip. It was on jumpin' jellyfish and they had determined his daughter was too short to ride. He did NOT like this as an answer and proceeded to scream at the CMs there for a good ten minutes. If I recall security had to get involved to escort him away.

My question to that dad is, what if the CM had decided to bend the rules for his daughter and then something horrible had happened (slipped out of the seatbelt, etc.)? The chances are slight but those height limits exist for a reason...

We have found you get a lot further if you remain calm. An example is a few years ago our daughter was too small to do the zip line at the Redwood Creek Challenge Trail at DCA. We didn't complain but we did strike up a conversation with the CM and talked about our daughter wanting to do it but was disappointed she didn't get to and so on. This was just something that came up when we were talking and not us complaining at all. However the CM felt bad for her so she gave us all a FastPass for any ride other than RSR in the park to "make it up to her" (though they really had nothing to make up, she WAS too short). There was no expectation on our part for the CM to do anything and I am not saying they will always do this or that they should, but the point is if we had screamed and complained to the CM I am certain we would not have had any kind of positive result out of it. I would say that every time we have had a legitimate complaint, if we brought it to the attention of a CM or gone to City Hall the result is always positive in some way because we remained calm and worked with the CMs instead of against them. Most of the CMs are there to make your visit a good one, but that goal will quickly go away if someone is yelling in their face and causing a scene.

 

[bcla]

I'd say that if you've seen 2 examples in several years then it's not that bad.

I've seen more. However, the two incidents I mentioned were more where the CM didn't just smile and take it. The CM at security was stern, and I sort of expect that. At RSR it was just a regular employee who was about to lose it. And speaking of security, I did notice Anaheim Police stationed next to security. I know Disney has their own unarmed (except maybe pepper spray) security, but there was a line of K-9 vehicles parked near the entrance. I haven't really seen much of a police presence, although I'm thinking they have plain clothes officers inside the park at all times.

We've actually gotten a break by being nice. If the answer was no, then it was no big deal. I certainly wouldn't have asked for a break if I'd left the area past security. That's pretty typical anywhere with a bag check and metal detectors.

 

[StayClassy]

I get more annoyed at other guests than I do CM's. I work in retail so I feel what the CM's feel because I've dealt with similar issues that weren't in my control.

 

[ddwlms]

One time the lady (I use that term loosely) in front of me was giving it to the CM because he wouldn't let her use her credit card without ID. She was literally screaming at him until her mom finally stepped in to pay. She was insistent that if she lost her CC she would know it immediately and would call to shut it down so there was NO WAY anyone else would be able to use her card if it wasn't her. (right?!?!) I almost wanted to pay for her churros so that the tirade would stop, but I didn't want to reward her horrid behavior. I told the CM how well he handled the situation and to not let one rude person get to him. He seemed really young, I felt so bad for him. He did seem to really appreciate my affirmation.

 

[tdhickey]

I have had two less then pleasant exchanges, one where I got visibly and audibly mad at a CM and another where I've expressed my frustration at a manager.

The where I lost my SHT - It was during a time where I wanted to go from Main Street to Jolly Holiday, just after the fireworks with two kids in a stroller. I was trying to 15 feet left, straight from the middle of the circle into Jolly Holiday and they yelled at us that we couldn't go that way, instead we had to go around through Frontier Land, Adventure Land and back. In the direction we wanted to go, it wasn't crowded at all, but in the direction we had to go the trip took close to 15 minutes. I asked them why I couldn't go 15 feet that, they said this was not allowed and I got very frustrated with them. It was an example of enforcing a policy versus looking at the situation at hand and making a better customer service decision.

The one where I asked for a manager - Being a Canadian, my wife and I were denied a drink in DCA because we didn't bring our passports into the park. We had our drivers licenses, we are in our mid 30's on our 10th anniversary trip, but were denied because apparently we needed a passport because it wasn't USA ID. Despite the fact that I'm sure they say way more BC drivers licences than say Maine USA or Rhode Island, another dumb enforcement of a ridiculous policy despite looking at the situation. I said my piece to the manager who still refused to serve us and we went to another location in DCA, weren't ID'd, and bought a drink there. They got a handful from me on twitter that day and I still think it is unreasonable that I need to carry my passport into the park just to get a beer.

Still, considering I've been well over 100 days in the park, these two are the only times I've been angry with them.

 

[tdhickey]

One time the lady (I use that term loosely) in front of me was giving it to the CM because he wouldn't let her use her credit card without ID. She was literally screaming at him until her mom finally stepped in to pay. She was insistent that if she lost her CC she would know it immediately and would call to shut it down so there was NO WAY anyone else would be able to use her card if it wasn't her. (right?!?!) I almost wanted to pay for her churros so that the tirade would stop, but I didn't want to reward her horrid behavior. I told the CM how well he handled the situation and to not let one rude person get to him. He seemed really young, I felt so bad for him. He did seem to really appreciate my affirmation.

This is funny, although it is Disney policy I believe it's a violation of the credit card company's merchant policy to refuse a transaction due to the absence of ID as long as the signatures match.

 

[madmaxx]

The one where I asked for a manager - Being a Canadian, my wife and I were denied a drink in DCA because we didn't bring our passports into the park. We had our drivers licenses, we are in our mid 30's on our 10th anniversary trip, but were denied because apparently we needed a passport because it wasn't USA ID. Despite the fact that I'm sure they say way more BC drivers licences than say Maine USA or Rhode Island, another dumb enforcement of a ridiculous policy despite looking at the situation. I said my piece to the manager who still refused to serve us and we went to another location in DCA, weren't ID'd, and bought a drink there. They got a handful from me on twitter that day and I still think it is unreasonable that I need to carry my passport into the park just to get a beer.

We were disappointed when this happened to us, but our server explained nicely that it was just state law. It was a bummer, but certainly not our server's or Disney's fault; complying with state law is perfectly reasonable, even if the law isn't super awesome.

We were celebrating our 17th anniversary, so reall yit was more of a compliment than something to get too frustrated about. I haven't been carded in decades.

 

[whoever]

I have had two less then pleasant exchanges, one where I got visibly and audibly mad at a CM and another where I've expressed my frustration at a manager.

The where I lost my SHT - It was during a time where I wanted to go from Main Street to Jolly Holiday, just after the fireworks with two kids in a stroller. I was trying to 15 feet left, straight from the middle of the circle into Jolly Holiday and they yelled at us that we couldn't go that way, instead we had to go around through Frontier Land, Adventure Land and back. In the direction we wanted to go, it wasn't crowded at all, but in the direction we had to go the trip took close to 15 minutes. I asked them why I couldn't go 15 feet that, they said this was not allowed and I got very frustrated with them. It was an example of enforcing a policy versus looking at the situation at hand and making a better customer service decision..

THIS!!! We made a decision to leave the park at the hat shop in town square, but instead, we were FORCED to go to tomorrowland where we were stuck. Couldn't cross the hub, couldn't get out. The crowd flow pattern process they have is BROKEN!!!

 

[bcla]

This is funny, although it is Disney policy I believe it's a violation of the credit card company's merchant policy to refuse a transaction due to the absence of ID as long as the signatures match.

California state law allows for this and overrides the merchant agreement terms.

http://leginfo.legislature.ca.gov/faces/codes_displaySection.xhtml?lawCode=CIV&sectionNum=1747.08.

 

[Canadian Harmony]

The one where I asked for a manager - Being a Canadian, my wife and I were denied a drink in DCA because we didn't bring our passports into the park. We had our drivers licenses, we are in our mid 30's on our 10th anniversary trip, but were denied because apparently we needed a passport because it wasn't USA ID. Despite the fact that I'm sure they say way more BC drivers licences than say Maine USA or Rhode Island, another dumb enforcement of a ridiculous policy despite looking at the situation. I said my piece to the manager who still refused to serve us and we went to another location in DCA, weren't ID'd, and bought a drink there. They got a handful from me on twitter that day and I still think it is unreasonable that I need to carry my passport into the park just to get a beer.

I had totally forgotten about this when we were there in October. The only place we grabbed a drink in DCA was WCT, and I guess we look old enough (seeing as how DH is 51 and I'm 49) that we weren't carded. And I don't even think we had any photo ID on us at all! I'll have to make a note of that for my next trip and keep the acceptable ID on me at all times. I guess a photocopy of the passport isn't accepted? I feel so unsafe carrying my birth certificate, that taking my passport around with me would just up my danger level.

 

[bcla]

I have had two less then pleasant exchanges, one where I got visibly and audibly mad at a CM and another where I've expressed my frustration at a manager.

The where I lost my SHT - It was during a time where I wanted to go from Main Street to Jolly Holiday, just after the fireworks with two kids in a stroller. I was trying to 15 feet left, straight from the middle of the circle into Jolly Holiday and they yelled at us that we couldn't go that way, instead we had to go around through Frontier Land, Adventure Land and back. In the direction we wanted to go, it wasn't crowded at all, but in the direction we had to go the trip took close to 15 minutes. I asked them why I couldn't go 15 feet that, they said this was not allowed and I got very frustrated with them. It was an example of enforcing a policy versus looking at the situation at hand and making a better customer service decision.

The one where I asked for a manager - Being a Canadian, my wife and I were denied a drink in DCA because we didn't bring our passports into the park. We had our drivers licenses, we are in our mid 30's on our 10th anniversary trip, but were denied because apparently we needed a passport because it wasn't USA ID. Despite the fact that I'm sure they say way more BC drivers licences than say Maine USA or Rhode Island, another dumb enforcement of a ridiculous policy despite looking at the situation. I said my piece to the manager who still refused to serve us and we went to another location in DCA, weren't ID'd, and bought a drink there. They got a handful from me on twitter that day and I still think it is unreasonable that I need to carry my passport into the park just to get a beer.

Still, considering I've been well over 100 days in the park, these two are the only times I've been angry with them.

It's a little more complicated. There was a time when California's Alcoholic Beverage Control issued an advisory that passports (from any country) were not acceptable because they don't include height. This became a big issue at airports, and the legislature passed a law specifically stating passports were OK. There isn't anything in particular that requires an ID be issued in the US. The guidelines say "government issued". In any case, asking for ID is essentially an affirmative defense should a minor be served.

 

[DahliaRW]

While the passport thing is annoying, if the establishment does not follow state law, they can end up loosing their liquor license and the CM could loose their job. It really isn't up to them to look at the situation if they already determine you look young enough to need to present ID.

The law specifically states (regarding ID) that "With respect to "federal, state, county or municipal government, or subdivision or agency thereof," such issuing government or agency shall be located within the United States" https://www.pillsburylaw.com/siteFiles/Publications/1C8BC604EF5660343495FE32060BAB06.pdf

 

[bcla]

I had totally forgotten about this when we were there in October. The only place we grabbed a drink in DCA was WCT, and I guess we look old enough (seeing as how DH is 51 and I'm 49) that we weren't carded. And I don't even think we had any photo ID on us at all! I'll have to make a note of that for my next trip and keep the acceptable ID on me at all times. I guess a photocopy of the passport isn't accepted? I feel so unsafe carrying my birth certificate, that taking my passport around with me would just up my danger level.

California ABC guidelines say that it has to be a photo ID. I don't believe carrying a birth certificate is terribly useful for Canadian adults. I've only heard of those being useful for US citizens on closed-loop cruises, and even then they need to be presented with a photo ID.

 

[GatorChris]

The only time I've seen this at DL was on the Matterhorn. After a 45 minute wait, the people in front of us got into the bobsleds and then it stopped for about 5 or 6 minutes. Then they closed it down and made everyone get off. The mom got pretty upset and let the CM know it. While the CM had nothing to do with a breakdown on the Matterhorn (which happens all day, every day), I wasn't surprised to see someone get upset vocally. Shoot, I was upset being in line, just didn't say anything. When the days are long and the weather is warm, it makes people go a little crazy. Not an excuse - just some empathy.

I know in the past when I've been upset about something, I come here to vent. And then, of course, I get the earful from posters who think they're better than everyone else. Maybe we should be happy people are venting here and not on a Disney employee. Oh, I know! We should have a "Save a CM - Vent Here" post where people can come while on vacation and unload. It could be a "no condemnation" post. Just get it all out and keep from embarrassing your whole family at the parks. How does that sound? I know I could certainly take advantage of that from time to time.

 

[Canadian Harmony]

Oh I didn't mean as ID (although I should have clarified), but I had to have it for some reason and was carting it around in my purse for a good week before I put it back in the safe. I'd be so paranoid carrying my passport, but I guess if I wanna drink...