ABD Isn't Interested in Feedback

[WeLoveABD]

Setting aside the issues relating to feedback (and it has always been my impression that Disney is very interested in feedback--we were stopped at California Adventure to participate in a consumer survey, and sure enough got one--after I signed a permission doc--by email a few days later; we were part of a group of consumers surveyed about the Baltic Cruise--met every day on ship with a Disney rep about that! And we have done many surveys for ABD)...but I am interested in the guide issue. We did K and L with Eddie and another guide (not the same one complained about)--with no issues. Did the poster write to complain to Disney following the trip? Or tell Eddie? (I recall his asking me specifically for feedback while on the trip--as at that point we had gone on two other ABD). I read the trip report--does sound frustrating re misdirections or failing to get back to you re the location of a museum etc.

It has been my experience that Disney will bend over backwards to make something wrong right...and while no one has ever told me on the Disney end that they read these disboards, I have heard it second hand. So another forum.

So setting aside the PR stuff---what did the poster do to get his issues before Disney, and in turn what was the response?

 

[DisneyKevin]

Kevin: I understand as the moderator, you have a vested interest in this. My intent wasn't to offend you, and it's clear you're taking this to heart. I understand it's easy to throw around the "L" word (ABD didn't have "legal permission"), but that's not correct and simply shortcuts an open exchange of views.

The fact is (and you should check your facts)--it isn't illegal for ABD to request customer feedback by e-mail without a signed release by a client. A customer can, of course, always opt out of receiving unwanted e-mail--that's a common practice, and you've probably seen those with other e-mails you receive. And the suggestion that "they fulfilled their end of the business deal" is exactly the point I'm making. Most travel companies take into account customer feedback because they view the client experience as "the business". I understand your point that receiving solicitations is the "price" of being able to express one's opinion to ABD. I simply don't agree that's how it should be even if, as you state, that's how it is. My view is that ABD should ask for feedback because it's important--both to creating a better experience and valuing their clients, not based on what else they can extract from you in return. I get that you feel differently and it's nothing personal. But it's not just "business" either.

I should put your mind at ease and let you know that I'm not taking this to heart.

I just spent a whole day at the ABD offices in Anaheim and asked why ABD doesnt contact guests via email. It seems to me that this is a rather easy way to make sure that each and every guest gets this information.

I was told that ABD doesnt store your email of physical address for advertising or contact purposes. Disney / ABD legal doesnt allow it unless you give them permission to do so.

In fact,. ABD doesnt have many of their guests information as the guest booked through a travel agent who had all documentation sent to their office and disbursed the information from there.

As for the open exchange of views....well, that hasnt really happened here. After you posted your opinion, many others have tried to explain the situation to you and that doesnt seem to be enough to convince you.

You seem to be stuck in "ABD failed" mode and that's ok, but please understand that ABD does ask for feedback after each and every trip.....if you grant them permission.

And lastly....I have no vested interest as a moderator.

I do have an interest in making sure that accurate information is shared and that's all I'm doing.

 

[KidDad]

My goal isn't to misquote anyone. Readers can decide for themselves whether Kevin's reference to "legal considerations" or "legal permission" suggested that there was a legal aspect. And by a "vested interest", I simply mean that the board moderators are more protective of ABD by virtue of being more committed and caring about it in a way someone who isn't a moderator might not.

I expressed my concern and criticism. I appreciate some of the non-defensive responses, some of which is well-taken. I'm surprised a moderator can close a thread simply because he or she gets "irritated" by a different view or interpretation, but I've said my piece. Others can use (or ignore) my experience as a data point for deciding whether to use ABD--I think my original trip review (separate post) was pretty complete and balanced. Thanks for making the Boards available.

Kind regards,

KidDad

 

[sayhello]

From the DISboards guidelines:

http://www.wdwinfo.com/guidelines.htm/

4. NO FIGHTING/SARCASM While we'd like to think that a Disney fan site is always lighthearted, there are times when there are disagreements. Let's face it, there are certain topics that can transform any of us into a raging "Donald Duck." When you sense this is happening, we ask that you step away from the discussion before it escalates into a fight. Just like Mom always said about fighting, we don't care who started the argument and we don't want it on the DIS. (Okay, she didn't say the part about the DIS, but you know what we mean.) No attacking others and no sarcasm please. Either will result in an infraction

9. MODERATORS The DIS has a wonderful group of Moderators who have volunteered to assist our visitors and monitor the boards. Part of their responsibilities are ensuring that our guidelines are followed which may require that a thread is edited, deleted, closed or moved. If these decisions impact you, we ask that you respect them. Should you have any questions, please direct them to admin@wdwinfo.com. Any discussion about a Moderating decision that takes place on the boards could result in an infraction.

That's all I'm going to say about that.

Sayhello

 

[DisneyKevin]

My goal isn't to misquote anyone. Readers can decide for themselves whether Kevin's reference to "legal considerations" or "legal permission" suggested that there was a legal aspect. And by a "vested interest", I simply mean that the board moderators are more protective of ABD by virtue of being more committed and caring about it in a way someone who isn't a moderator might not.

I expressed my concern and criticism. I appreciate some of the non-defensive responses, some of which is well-taken. I'm surprised a moderator can close a thread simply because he or she gets "irritated" by a different view or interpretation, but I've said my piece. Others can use (or ignore) my experience as a data point for deciding whether to use ABD--I think my original trip review (separate post) was pretty complete and balanced. Thanks for making the Boards available.

Kind regards,

KidDad

Kiddad,

I think you should take a look around these boards before making the assumption that anyone is protective of ABD or any other aspect of Disney business.

In addition, I'm not sure where you got the idea that this thread was closed. You are welcome to have a different opinion and to voice that opinion, but you also must know that others are allowed to voice their opinion as well.

These boards are a place to share information. You posted inaccurate information and others have pointed that out to you. Whether this satisfies you are not is besides the point, but accurate information has been shared.

ABD sends out guest satisfaction surveys if you give them permission to contact you. Whether you agree with that policy or not is up to you.

And finally....the folks that run ABD shared the fact that that there are legal issues involved in ABD / Disney soliciting without your permission.

I'm not suggesting it or alluding to it. I'm stating it outright. ABD tells me that there are legal issues involved with them soliciting information via mail or email without your permission. If that's vague or ambiguous....let me know and I'll try and clarify it.

 

[jemhao]

Just wanted to express that I think it's awesome that this concern around guest feedback is so universally expressed. It's pretty evident by now that we all want to be heard, whether that be as a customer of ABD, or a member of disboards.
Only by KidDad bringing up this issue of guest feedback, and then everyone's response to it, did it become clear the exact route one must take to ensure that they receive a survey from ABD.
It is unfortunate that the tone changed from genuine concern to pointed accusations (on both sides). Regardless, the first page of this thread is very helpful. Glad we could get something out of it.

 

[Bobo912]

I received my Southwest Splendors survery this morning.

 

[sayhello]

I received my Southwest Splendors survery thing morning.

Sayhello

 

[sssteele]

I hate to hear that you had issues with ABD since we have our 1st trip scheduled with them this fall. I hope and plan to have a great experience, learn new things, have a blast and make memories with new friends.

I, however, am the type to go "straight to the horses mouth', and would surely contact ABD with my comments, complaints and/or suggestions.

 

[pmotto2222]

Just finished an ABD survey from the Alaskan adventure we had last week. Found it in my Spam folder.

 

[Bobo912]

For those of you who haven't done this year's survey yet, these are the locations that are listed on the "which destination would you be interested in" question. I don't remember if this is different from last year. I checked a lot of them and added a few more under "Somplace not listed".

Alaska
Arizona & Utah
Australia
Austria & Czech Republic
Boston & New York
Bryce & Zion Canyons
California (Hollywood & Disneyland® Resort)
Cambodia/Vietnam
Canadian Rockies
China & Hong Kong
Costa Rica
Egypt
European Alps
France (Provence & Paris)
Galapagos Islands & Ecuador
Germany
Ireland
Italy (Tuscany & Amalfi Coast)
London & Paris
Mid-Atlantic States
New Zealand
Northern California (San Francisco, Yosemite, Lake Tahoe)
Olympic Peninsula
Peru
Philadelphia, Washington D.C., Williamsburg
Southeast Asia
South Africa
Southwest Canyons
Spain
Tasmania (Australia)
Wyoming
Someplace not listed (please specify)

 

[aspen37]

I was on an ABD trip in April 2010, it was the Backstage Magic trip . When I got home I had a survey in my email inbox. I filled it out and had some not nice things to say about the food on the first two days of our trip. I'm guessing others did also because I received a second survey asking some really in depth questions about our meals.
So I took from that, that ABD does care what we think. Since then ABD has changed the meals in question.

 

[Miss SD]

I was on an ABD trip in April 2010, it was the Backstage Magic trip . When I got home I had a survey in my email inbox. I filled it out and had some not nice things to say about the food on the first two days of our trip. I'm guessing others did also because I received a second survey asking some really in depth questions about our meals.
So I took from that, that ABD does care what we think. Since then ABD has changed the meals in question.

Would you mind saying which meals were changed?

 

[knewton64]

So after last year's experience with ABD (London/Paris), we traveled this summer with Backroads. I'm not comparing the trips, but what struck me last year (and was confirmed in comparison with BR) was the ABD hubris. Backroads--and every other travel company we've been with--always solicits customer feedback. Not Disney. Not after we booked, not at the end of the trip, and not at any point afterwards. BR, in contrast, sent us surveys right after we booked and even before we arrived home.

When we traveled with ABD, the guides were telling us about how "envious" all the other travelers were of Disney. There may be some truth to it, but it seemed the entire trip that our guides (and particularly Frencesc) favored arrogance over action, and felt the Disney "magic" made up any sloppiness or inattention on their part. I just can't believe that after spending, what, $10,000 for three people, that ABD can't even be bothered (or more likely, doesn't really care) to ask how the trip was or how it can be improved. I think that tells you all you need to know.

There was a lot to like on our original ABD trip, but after a summer with Backroads, there are lots of options and it's nice to be with a company (and I'm sure Thomson and Tauck are similar) that respects their clients. ABD made it clear that they don't have the slightest interest in the client experience, and that they make enough money that they don't need to. If someone has had a different experience--that is that ABD actually asked for your opinion after a trip--please post.

.......I understand where you are coming from. I do empathize with you.

But -

and here comes the word but -


Please take this following piece of advice to heart as I mean this in a positive way:


Yes, I too also have the very same experience as you during my ABD's "Backstage Magic" vacation (March 27th-April 4th 2010). If you were to search for "If I were Fraggle" and then hit enter -


Up will pop up my trip report.

And yes, I took my issues all the way to Corporate and for the most part, got...say over 70% of my issues addressed in a positive way.


BUT.......


To address your concerns in a different way -




to use a diffrent analogy here............


just because (and I feel we all have been there) we have had bad customer service at .......................

say a restaurant................

or a gas station............................


or even Adventures by Disney -

does that mean we are going to totally write them off??



YES - I had a horrible experience with Kristen (one of the guides on my very first experience out at Disneyland in April 2010), etc.....


BUT - Does that mean that I am going to totally write off ABD??


My answer is NO.


I haven't and am still keeping them in mind for future vacations.



So, what am I trying to say is please take a big gulp of air, count to ten, reframe your thoughts and kindly move forward as you move onward to your next vacation.


And who knows, mabey one day - you will return to ABD.



ME? YES...I am looking at their Backstage Magic tour....or Splendors SW tour or Rocky Tails vacation. Dont know when just yet as I have just booked NYC for labor day 2012.


Cheer up though please. Your opinions are duly noted (and yes, I did receive an email opinion survey after my 2 abd adventures - I have no issue providing any company with my email address). I have 2 email addresses: 1 for people I want to have it and one email address for people whom I dont want them to have it.




T.T.F.N.

 

[aspen37]

Would you mind saying which meals were changed?

They changed the first meal that was at an Italian restaurant. That first meal was horrible!!! The salad and appetizers were good, but the main courses were just BAD!!! I was happy it wasn't just me who thought this. When I looked around the table no one was eating their main courses. After dinner people went out to dinner again. People were eating pizza and going out to different restaurants.

This was really good.

The salad was great.

I could not cut this because it was so tough. The sauce turned into a jello like substance. I only ate the potatoes.

Kim only ate one bit of of this. The people across from us had this same dish and didn't eat it either.

They still have the breakfast at the Soda fountain, but from what I hear they have eatable food now. The Soda Fountain only does breakfast for ABD. It was cool having breakfast their, but the food was really bad. My eggs were watery and cold, the English Muffin and sausage was cold. The fruit was awesome. From what I've heard the food is way better!

This looks good doesn't it. Well I had to take a few napkins and soak up all the water in the eggs.

As you can see the butter did not melt at all.

Jim Henson studio was a problem. When we arrived they were bringing out our lunch and let it sit in the sun for about an hour. Nothing was warm. I had a cheeseburger and my friend had Shrimp pasta. Everything was cold. Here is another case where Jim Henson Studios normally does not make food for groups. Jim Henson Studios does this just for ABD. They now bring the food out just before lunch.

For a cold Cheeseburger it was good. Everyone just wished it wasn't cold.

Kim said here Shrimp really needed to be warm. She said it really wasn't that good because it was cold.

 

[Miss SD]

Wow, thanks for the photos and commentary!

 

[DisneyCruisin']

We took the Backstage Magic Trip in August 2010 and yes, ABD had changed the meals.

The first night meal was in the hotel. It was great (even though they ran out of entrees and I had to wait 20 minutes for mine and everyone was finished), the desert was AWESOME! No one complained, they even had pizzas made for the kids!

We had Breakfast at the Soda Fountain the next morning and I didn't hear any complaints. The Mickey Waffles were warm, bacon warm and I didn't notice any runny eggs.

I do agree with the lunch at Henson Studios. The food wasn't as hot as it should have been, but our burgers were warm. Nothing was bad, everything was eaten at our table and there were extra cookies for the kids to get more than one (they were awesome!).

I can't say anything bad about the other meals either. I wish we had skipped the BBQ thing at Disneyland, but it worked for the group and others were happy (I'm just not the BBQ type of girl). We were lucky and got Breakfast at Club 33 which was the highlight of the trip for most of us (not so much for the food - although it was great! but because we were at Club 33). Dinner the last night was an awesome buffet. In between we went to Goofy's Kitchen, the Steakhouse beside it, and several other restaurants on property (names are leaving my brain this morning - sorry!).

I do know, that some of the changes we had over previous trips were due to recommendations from previous visitors on the trip. Groups before us were hit and miss on World of Color fast passes, but we received them with not even having to ask.

We honestly didn't have any complaints with anything other than we needed more time at Mickey's of Glendale for additional shopping time (I was too rushed - LOL!). My knee had started acting up the first day of the trip from walking up and down Hollywood Blvd. and I struggled to keep up and was usually the last one in the pack getting to any location.

 

[skunkvette]

For what it is worth -

I have been on two ABD trips and will be on my third one in about five weeks.

I have never received a request for a survey, before or after a trip.

I have my package in front of me for my third trip (including the copies of the travel agreement I returned) and there is nothing that I see that requests my permission for any contact from ABD.

Maybe the OP has the same situation.

I would love to comment on my previous trips to ABD, they have been great adventures with some areas that I feel could use some "tweeking".

 

[Bobo912]

For what it is worth -

I have been on two ABD trips and will be on my third one in about five weeks.

I have never received a request for a survey, before or after a trip.

I have my package in front of me for my third trip (including the copies of the travel agreement I returned) and there is nothing that I see that requests my permission for any contact from ABD.

Maybe the OP has the same situation.

I would love to comment on my previous trips to ABD, they have been great adventures with some areas that I feel could use some "tweeking".

Did you make a copy of everything or just the travel agreement - personal information forms, etc.? Any chance you signed it and sent it back? Could be that everybody doesn't get the same form, but I've had it for all 3 ABDs.

 

[skunkvette]

Did you make a copy of everything or just the travel agreement - personal information forms, etc.? Any chance you signed it and sent it back? Could be that everybody doesn't get the same form, but I've had it for all 3 ABDs.

I have a copy of what I sent back, along with the balance of the package.

I do not remember any request in either of my first two packages, and had I seen a request for comments I would have had no problem in granting permission and giving my e mail address to ABD.

I always complete any survey I get from a visit to WDW, I like being able to provide feedback.

Maybe not everyone gets one.