Allergic Reaction and Guest Claims

[MickeyMouseCD524]

We ate in Japan and unfortunately due to human error I ended up having an allergic reaction to my dinner. The manager was less than helpful about the situation, took down my name and number and said that someone from the restaurant would be in touch to take an incident report. It's been almost a month and I've heard nothing. A cast member at guest services explained to me that I should contact guest claims, and guest claims has said they can't do anything because it's a third party restaurant. Has anyone run into this situation before and if so how did you handle it? I'm usually very understanding during these situations and don't usually make a fuss but considering how poorly the manager handled it I do want to make sure a proper complaint is filed with Disney. Any advice would be appreciated. Thanks!

 

[a1tinkfans]

I’m not sure I’m following.
You ate there almost a month ago. You had an allergic reaction. You told them. They listened, took info but weren’t responsive. Did you mean for them to further contact you? Perhaps they did just Document what occurred?
Are you looking for compensation of some sort? Why would you wait so long?

I truly hope your allergic reaction was not serious .. ie gastric upset versus ...ambulance. Er, hospitalization, complication/s.
Sorry to hear of your experience and hope ur recovery was quick.
Perhaps contacting disney corporate .. they can direct you?
Hope you ll let us know if you get the satisfaction you’re seeking.

 

[DeniseJH]

Yikes, sorry this happened to you! Is there a way you can contact the restaurant directly? Sorry I don't have any other info, but this is what I'd try.

 

[bigeyedfish]

From Disney’s website:

We strive to use reasonable efforts in our food sourcing, preparation and handling procedures to avoid the introduction of the named allergens into your menu choices. While we take steps to prevent cross-contact, we do not have separate allergy-friendly kitchens and are unable to guarantee that a menu item is completely free of allergens.

Please also note that our allergy-friendly offerings are reliant on supplier ingredient labels, and we cannot guarantee the accuracy of the contents of each food item. Allergen advisory statements (e.g., “ may contain") are not regulated and therefore not taken into consideration when developing allergy-friendly meals. It is ultimately up to your discretion to make an informed choice based upon their individual dietary needs.

After receiving your dietary request, we will use reasonable efforts to prevent the introduction of your allergen of concern into your food through close attention to sourcing, preparation and handling processes. However (as noted above), Walt Disney World Resort cannot guarantee that a menu item is completely free of any allergen. It is ultimately up to your individual discretion to make an informed choice regarding whether to order any particular item. Always inform the server of any restrictions upon arrival – even if you have spoken to a Guest experience service Cast Member while planning your vacation or have noted your restriction on your dining reservation.

It’s unfortunate, but Disney can’t 100% guarantee there will be no contamination. No one can. Hope your reaction wasn’t too bad!

 

[Nancyg56]

May I ask what you are looking for in terms of a response from Disney? I am not trying to minimize your situation, but I honestly do not know what you wanted from the restaurant or Disney. My DGD had several food allergies when she was little and WDW was the safest place to take her on a vacation, however we knew that as careful as the kitchen was, there was always a chance she could react.

 

[lcc2]

OP was told someone from Disney would be in contact. The issue is no one has followed up. The post says that they just want to make sure it is documented properly, which it should be.

 

[maxiesmom]

OP was told someone from Disney would be in contact. The issue is no one has followed up. The post says that they just want to make sure it is documented properly, which it should be.

They were told someone from the restaurant would be in touch. The restaurant is not run by Disney but by a third party.

 

[HopperFan]

At a non-Disney restaurant, Disney would not have gotten involved during or as followup ... as they wouldn't even know ... unless you immediately went to Guest Relations to make a complaint. It sounds like you might have ...

If you wish to "file a complaint" with Disney regarding how this restaurant handled the situation, do that because Disney needs to know how restaurants within their property are operating. Disney prides themselves on food for guests with special needs and this standard was not met. It is best you send an email to Guest Relations to simply alert them to the carelessness.

New Years we ate at a non-Disney restaurant in Epcot ...and we usually avoid them our experiences have not been positive. Once again the food was a disappointment, we felt rushed and we won't go back. I feel like they are maybe too comfortable in their security of their location and sometimes make less effort when it comes to quality. It seems obvious to me anyways that these restaurants are run very differently.

 

[BigAlsGal]

Might want to give up. You did all you could.

 

[lcc2]

They were told someone from the restaurant would be in touch. The restaurant is not run by Disney but by a third party.

I get it. Point is they were told someone would be in touch. And OP wants to make sure it is documented. I can understand that for statistical & health purposes.

 

[DisneyWishes14]

I would e-mail WDW at the following address: wdw.guest.communications@disneyworld.com. You can also fill out this form: https://disneyworld.disney.go.com/help/email/

I would include your phone number if you would like to speak with someone. I've found when I have had issues or things I wanted them to be aware of, they've been very responsive when I use either of those forms of communication.

 

[Pipkin]

If there is no lasting “damage” I honestly do not think they care. I got a very hot ember directly in my eye during the fireworks one night. I went to first aid and ask that it be documented. I was told to sign the book, my complaint, date and time. That’s the documentation. I asked for an ice pack and returned to the hotel.

 

[lcc2]

If there is no lasting “damage” I honestly do not think they care. I got a very hot ember directly in my eye during the fireworks one night. I went to first aid and ask that it be documented. I was told to sign the book, my complaint, date and time. That’s the documentation. I asked for an ice pack and returned to the hotel.

Ouch!