a little "un-Magical"

[kaykels]

Just wanted to share a story.... YESTERDAY we got off of the ship and the cruise was AMAZING. We are a party of 9 and we rebooked for next year. It will be our 4th cruise. We stopped at Disney the day before we left for the cruise because we are Dis-a-holics! After the cruise, my brother, his wife and daughter went to downtown Disney to kill some time and take in a last bit of magic before the vacation ended. Well..... my brother put his DD on the carousel by herself. She wanted to ride again but this time the attendant insisted that my brother ride with her. So he did. When the ride was over he stepped off of the carousel and then it "jerked". My brother lost his balance, hyper extended his knee and felt a RIP. He went down like a tree (he's 6'3 and 200 pounds) screaming!

Well.... the operator did not help him. In fact the people in line were screaming to get help and the operator said, "there's nothing I can do". SO THE PEOPLE IN LINE carried my brother to a bench, helped their daughter off of the ride and got his wife. His wife ran to guest services to insist on calling an ambulance. The operator didn't care. Anyway, long story short... he blew out his knee and has to follow up with an orthopedic surgeon. He could not drive and his wife politely asked guest services to help them get a hotel so they could assess his condition in the morning and decide whether to head home to PA. or further south for a week of work in West Palm. Why head 3 hours further south if he's out of his mind in pain and they have to go home???? Disney did NOTHING. They made her call reservations herself after she was told that a manager would call her and help her. Reservations said all they have is a room at GF for 460.00 a night. They were not warm and fuzzy. They checked other hotels in the area and I guess they were booked.
So it's a little bit of BAD PIXIE DUST after a Magical week. Our family spent over $10,000 with Disney, you'd think they would help us out in a time of crisis that THEY CAUSED. Geez!!!!!!

 

[E&BMom]

Sorry to hear about your brother! Is he ok?? That is sad the they did not help him at all. Let us know how he is and if anything else comes of the situation. Best wishes to your brother!!

 

[Honu]

I'm sorry he hurt himself and while I agree that the ride operator really should have offered assistance, I'm stumped why you feel that Disney should have given him a free room. People twist their ankles stepping off curbs, trip when getting off rides and slip on the pool deck every day at WDW. Should they all get free rooms too? I just don't think that's reasonable. I hope he's feeling better and it didn't turn out to be anything serious.

 

[WDWLVR]

Ouch! Sorry to hear your brother got hurt. I might be wrong, but I don't think the rides in downtown Disney are owned and Operated by Disney. I think they are separate just like most of the shops there.

As for Disney giving up a free room for this I would disagree. If they had to give comp rooms out anytime someone was hurt on property all the room prices would be much higher than they already are. Sounds like they did try and help find something but on same day notice all that was open was a very expensive room.

Hopefully it will all work out well for your brother and happy memories of the cruise will remain for the family.

 

[kaykels]

That's not the point. My S.I.L wasn't even looking for a FREE room, I'M the one that threw that in there. They just wanted A ROOM. They gave them the ol' we're all booked up song and dance. They left him there on the ground screaming in pain and the ride operator kept saying " I can't do anything". Ummm, maybe call an ambulance????? THAT'S MY BEEF!

 

[WebmasterAlex]

I'm rather amazed. I know Disney has policies and procedures in place for injuries, getting medical help etc. I think there is a legitimate complaint here.

 

[lookingforward]

I am sure I will be flamed for this but....if the ride jerked after it was stopped and while people were getting off the ride then there is liability involved on Disney's part. I am not sure who owns the ride, etc. but it was on Disney property, right? It is similiar to being on an escalator when the motor stalls and then starts and causes you to fall. The store is responsible for maintaining the equipment and its safe operation. As far as a "free" room...it is obvious that this was not your brother's demand or expectation but he and his family should have been assisted in finding low cost accomodations on such short notice.

You know, Disney is a first rate company to which I invest and spend my hard earned dollars, but they are not perfect. Your brother should request an incident report and speak to Disney about his expenses. (this is of course, assuming that my understanding of accident is correct)

 

[lclark0621]

I feel bad for your Brother for getting hurt & yes I agree the CM should have called an ambulance, first aid, or even Guest Services at least!

But Disney was not under an obligation to give them a free room.

Yes if the carousel jerked after it had stopped, there could be liabilty.

I was hurt in Disney World a few years ago. I fell & blew out my knee (had to have surgery, still have problems with it & always will). I was in obvious pain, my knee was purple & swollen, it was BAD!

The CM closest told me where the closest first aid center was (on the other side of the park!) & walked away. DH went to the closest place to rent a wheel chair for me (also on the other side of the park) & brought back a wheel chair for me.

He took me to first aid. They looked at me (re: glanced at me & said "we can't even look at that") & gave me the phone number for a cab company so I could go to an Urgent Care of ER of "my choice". They would not even tell me what the closest hospital was! But heck, at least I got the number for a cab company.

 

[WaltD4Me]

I'm not excusing Disney in any way here, but due to our sue happy society, I'm sure ride operators have strict instructions about what to do about guest injuries. I totally agree the operator should have called someone, but I bet he would have been breaking the rules if he tried to help your brother to the bench or gave him any physical assistance at all.

I used to work in restaurants and we were always told never to apologize to a guest if there was any kind of injury because it could be seen as an admission of guilt. Sad, but true. Who knows, maybe Disney, or their lawyers, think offering a room or assistance in getting a room is an admission of guilt? -- While I can understand not giving out a free room, I can't believe the best they could do was the GF for $406 a night! I mean c'mon, I bet anything they could have managed to find you a room in a DTD hotel for WAY less.

I'm so sorry to hear your BIL got hurt, I do think you should file an incident report and I hope everything works out and your BIL is okay.

 

[mattr555]

I hope your brother gets better soon.

Disney's behavior is shocking but not surprising. They are legendary for being all smiles and pixie dust when everyone is happy but turning into stones the minute something goes wrong. Speak to a CM and it is always someone elses responsibility. i got 0 sympathy when I got mugged in Disney Village at Disneyland Paris. Concierge at Hotel New York acted like I was irratating them when I asked to use their phone to cancel my credit cards and I was stongly advised that the police werent needed and Disney would take care of things. Nothing got taken care of, no one got caught, i didnt get my wallet back or any sympathy, appoligies, or even a pixie dust oozing letter of regret.

Experience the magic, just dont look backstage.

We think we had it bad, this story has been reported on a few websites so not sure of its autheticity but if its true its horrifying and disgusting:

"In October 1999 Pat Shenck and her 8 year old son went on 'water sprite' jet skis on one of the park lagoons. One of their jet skis got stuck on the water when the shift wouldn't move out of neutral. A 23-year old inexperienced "captain' of the ferryboat "Kingdom Queen" hit them. Going against all park and safety regulations, he put the ferry into reverse, sucking Mrs. Shenck under the blades and boat, killing her. Before Disney called the "real" police and ambulance, they had divers in the water collecting evidence, looking for her body and pulling the bits of clothing and body from under the ferry. When they finally did find the body they tethered it to a buoy and left it in the lagoon for hours, refusing to let it be moved or let anyone to go out and attend to it until after nightfall when the visitors wouldn't see it and the ride wouldn't have to be shut down. Mind you -- her 8 year old son is there this whole time. I can't imagine anything so sick, and cruel. "

 

[Schmeck]

mattr555, if you cannot verify the story, you shouldn't post it.

 

[mattr555]

Source:

http://www.anomalies-unlimited.com/Disney/DisDeaths.html

Also

http://tafkac.org/death/disney_deaths.html doesnt list the above case but does give a fatal example of Disney not calling paramedics.

 

[Leota]

I'm sorry, but just because you can read something on the net doesn't make it true. I believe all those are urban legends.

Yes, there have been a couple deaths or injuries at Disney (The Roger Rabbit's Spin, Columbia Sailing Ship & BTMRR incidents in DL, the Splash Mtn. incident in WDW in recent history) Those are well documented & reported on and Disney took appropriate steps in assesssing & ammending the situations which caused the accidents.


I'm sorry for you brother's pain. Since I wasn't there, I wouldn't hazard to guess if there was operator error or not. But it sure doesn't sound like the CM responded appropriately. To have helped him out would have been common humna courtesy & it sounds like they failed even to do that.

 

[PURTYPAT1]

Quick question, did your brother take out insurance for his trip?

When I go on my Disney cruise I take out insurance for myself & family. Hopefully your DB did, & you will be compensated.

Patricia

 

[lillygator]

Sorry to hear about your BIL....did any of you all have a cell phone? 911 could have easily been called, even by a passerby....

as for those Disney death stories....some of them, if true, are people and teens being stupid...I mean switching cars in the middle of the ride, etc. And the grad night incidents....I guess Disney now has to hire people to babysit misbehaving teens. If you are graduating high school you should have some common sense....

 

[ILoveWDW2003]

As someone said, it all comes down to liability. CM's are not allowed to even assist someone from their wheelchair onto a ride.

 

[TrickyFish]

Ouch! Sorry to hear your brother got hurt. I might be wrong, but I don't think the rides in downtown Disney are owned and Operated by Disney. I think they are separate just like most of the shops there.

You are correct.. the carosel is owned and operated by Florida Games.

 

[boucheresq]

I'm so sorry for your brother's pain. And I'm shocked by people's reactions to the OP's post - why immediately jump down the OP's throat citing "no free rooms" - that was not the point at all - the point was WDW did not offer any help at all - there is a HUGE difference between admitting liability and offering help. You can offer help while not apologizing or admitting fault. Good customer service dictates that help should have been given - even a phone call to 911 or the main office. I have worked in the customer service industry and yes, I have been told never to apologize or admit liability, but I was NEVER told not to help - in fact, we are told to immediately offer assistance and ask immediately if we need to call an ambulance for them. I am appalled at how this man was treated. And additional help should have been provided to find a more affordable room, or to give a discount on the GF room.

 

[KathyFP]

I had a completely different experience with an injury at Disney. DD (6 at the time) got her hair caught in the hand rail coming off of TT. The walkway continued to move and snapped her neck back. Although I was screaming for help, a CM did not come. Another mother got my DD's hair lose. When I took her to town hall, the treated her like a princess. A CM walked us to first aid and stayed with us for awhile. The nurses were great! The next day it was still really hurting and we went back. They had the paramedics examine her again. They told us that we could take her to urgent care, gave us all of the numbers and directions. Since we were leaving the next day, we just waited for her to see her primary care Dr. My DD has received a card and autograph pic of Mickey.

I thought they were great.

 

[maxiesmom]

I work in retail sales, and guess what? If you have a medical emergency, we cannot say "sorry" and cannot even offer to call an ambulance. You have to ask for one, or else we would be liable for the expence. I think it is horrible and unfeeling, but in our sue happy society that is how companies protect themselves from liability.