BAD Disney Experience...

[Goofy4WDW1964]

I worked at Red Lobster for years and years. RL is a far cry from Disneyworld - we don't claim your dinner there will be "magical" etc. but I can tell you in an equivalent situation we would have "made things right"
It's bad luck to go up to a character just as she is leaving to go on break. It's frustrating as a parent especially if you have a young child - who doesn't "get it" but it happens ... it's just the way it is.
However in this case they told the person 15 minutes and then came back significantly later than that to tell them they had been waiting for something that wasn't going to happen. Snow white being sick is beyond their control - they can't un-do the amount of time the parent and child have been waiting.
What they can do is empathize, try and cheer the child up a little bit ... suggest alternatives ... and maybe offer something very small to make up for the time they spent standing there - for *nothing* they could offer a fastpass - after all that time could have been spent in line at an attraction ... or they could offer something small like a mickey bar or whatever. They could have suggested a different princess - and radioed ahead to ask that princess to spend a little more time or do something a little bit special.

They could have done *something* It's just good customer service and in general it's what Disney does right.

This person gets it!!!!! BRAVO!! Exactly!!!

 

[nkereina]

You can't get mad at Disney for not doing something they aren't required to do. Sure a sticker or balloon would have been nice, but they aren't required to appease you when something out of their control happens, so you shouldn't be expecting it. It's just as much out of their control, as it is out of your control. While it would have been great in the name of customer service, it should be looked at as a bonus or "pixie dust" - not an expectation. If I went to Starring Rolls to get a butterfinger cupcake and they sold the last one to the person in front of me, I wouldn't expect something for free. Out of their control, and out of mine. Stuff happens.

Plus, I'd be inclined to say the CMs may have been frazzled due to the unexpected illness of Snow White. They came out to tell OP that she was sick after making OP wait longer than anticipated, so they were clearly busy dealing with it. That kind of thing doesn't happen every day and maybe the CM who delivered the news to OP wasn't quick thinking on their feet, and this is the end result. Who knows

 

[Goofy4WDW1964]

I'm waiting with bated breath for you to name the options to which you refer, and telling the child that SW was doing something for/with the dwarfs is certainly better than telling a 3 yr old that her herione is sick.

Bill From PA

Since you obviously didn't read my entire post and then didn't go back and read it for clarification, here are the suggestions I made -

'There were several things the cast member could have done and none of them involve dragging a hurling Snow White back out into World Showcase. Perhaps getting the child a balloon with a sincere explanation and apology. Perhaps maybe getting the child an autograph book or pen and explain that it is for her to get Snow White's autograph later. Perhaps getting the child a small treat from one of the World Showcase stands.

It's called customer service. Look it up on Wikipedia. It's also called 'Magic' which Disney keeps telling us is their business.'

 

[foodrocksluver]

How in the world is telling the parents that Snow should be at X location at Y o'clock killing any illusion? CMs do that all the time. The daughter hadn't been told that the character was sick, she was told that she had to help the dwarves, so it wouldn't have been at all strange to find out that she would be out later on.

THANK YOU!!!
If you go to guest relations at any of the parks and say 'Where can I find so and so?' they usually tell you where they are in that park and others in case you can't find them there.

Maybe the dwarfs happened to be in the Magic Kingdom and that's where Snow went.

 

[KellyNY]

Obviously sad story. I do not know what they could do, really, try to talk or reason with 3yo, when she cries, not the easy task. I think offering anything like FP would not change the fact that Snow did not come back and probably could not make kid feel any better. I really do not know what they could do. Just think they had to get to you before 30 min passed and not make kid to wait so much. Sad.
One thing, no matter how long you save for a trip, something may and most likely will get wrong, just be prepared and do not expect a perfect trip. Not that I blame you for expecting a perfect trip, it is just happens extremely rare even in Disney.
I am sorry your kid had bad experience. I am glad she got over it and you had a good trip after that.

 

[Goofy4WDW1964]

You can't get mad at Disney for not doing something they aren't required to do. Sure a sticker or balloon would have been nice, but they aren't required to appease you when something out of their control happens, so you shouldn't be expecting it. It's just as much out of their control, as it is out of your control. While it would have been great in the name of customer service, it should be looked at as a bonus or "pixie dust" - not an expectation. If I went to Starring Rolls to get a butterfinger cupcake and they sold the last one to the person in front of me, I wouldn't expect something for free. Out of their control, and out of mine. Stuff happens.

Plus, I'd be inclined to say the CMs may have been frazzled due to the unexpected illness of Snow White. They came out to tell OP that she was sick after making OP wait longer than anticipated, so they were clearly busy dealing with it. That kind of thing doesn't happen every day and maybe the CM who delivered the news to OP wasn't quick thinking on their feet, and this is the end result. Who knows

I don't think I would say she is getting mad. Maybe dissappointed would be more accurate. But, I would say that the response from the CM is below Disney's standards of customer service. And that does happen. Everyone is human. What I think is ridiculous is the response she received from people on this board when she dared to articulate her negative experience at Disney. Most people can agree that it was not Disney's fault and they can go ahead and change their service philosophy to encompass this type of response. But I have a feeling it would benefit them to keep their service standards higher, even though they don't have to.

 

[kristennn]

You can't get mad at Disney for not doing something they aren't required to do. Sure a sticker or balloon would have been nice, but they aren't required to appease you when something out of their control happens, so you shouldn't be expecting it. It's just as much out of their control, as it is out of your control. While it would have been great in the name of customer service, it should be looked at as a bonus or "pixie dust" - not an expectation. If I went to Starring Rolls to get a butterfinger cupcake and they sold the last one to the person in front of me, I wouldn't expect something for free. Out of their control, and out of mine. Stuff happens.

Plus, I'd be inclined to say the CMs may have been frazzled due to the unexpected illness of Snow White. They came out to tell OP that she was sick after making OP wait longer than anticipated, so they were clearly busy dealing with it. That kind of thing doesn't happen every day and maybe the CM who delivered the news to OP wasn't quick thinking on their feet, and this is the end result. Who knows

If you went to starring rolls for your fave cupcake - and they said "we just sold out but in 15 minutes we'll have more" and you love those cupcakes so much you decide to wait the 15 minutes ... and then 40 minutes goes by and they come out and say - sorry but we won'e have the cupcake for you after all with a too bad so sad attitude and a shrug ... would you be annoyed then?
I am guessing you would be irritated - and you're a grown adult - not a three year old.

 

[MikeandReneePlus5]

Customer service can't fix every little disappointment. And that's what this is - a little disappointment.

There are characters and magical experiences every 5 feet at WDW, if a 3 year old is throwing a fit and inconsolable over missing Snow White, that is inappropriate behaviour that should not be rewarded.

A simple "I'm sorry, Snow White got sick" is all that should be expected.

 

[PrincessRhi]

This person gets it!!!!! BRAVO!! Exactly!!!

I think a lot of people 'get it' but I don't really understand why there's these unrealistic expectations from a CM.

That could have been a College Program kid's first day out there handling and didn't know what to do or what they could offer. Maybe SW's sickness was really bad and the CM was scared. Or better yet (like someone else suggested) maybe the CM just didn't know how to approach a screaming and disappointed kid. If you don't have kids and haven't experienced younger siblings, an inconsolable kid mid-explosion can be a SCARY, SCARY thing.

Could it have been handled in a way that would have made the OP happier? Sure. But just because Disney is a magical place that yes, happens to be expensive, it doesn't mean that the second PrincessRhi walks through those wonderful gates it's all about me and everyone has to accommodate me. Maybe the problem is that we're all spoiled by these fantastic stories of CMs going above and beyond that when we get an ordinary Joe, we don't think they're doing their job.

 

[Ginny Favers]

If you went to starring rolls for your fave cupcake - and they said "we just sold out but in 15 minutes we'll have more" and you love those cupcakes so much you decide to wait the 15 minutes ... and then 40 minutes goes by and they come out and say - sorry but we won'e have the cupcake for you after all with a too bad so sad attitude and a shrug ... would you be annoyed then?
I am guessing you would be irritated - and you're a grown adult - not a three year old.

Beautifully said.

 

[Aggiegrl]

LOL, while everyone keeps saying their first thought was "what did you want the CM to do?",
My first thought was "she was picking the flowers at Epcot?"

That was my first thought too. Unless it was a rare weed that the landscapers somehow missed and you were helping, this screams of entitlement too. I would never allow my child to pick a flower, but if he/she somehow managed to do it (because I'm no super parent), I sure as heck wouldn't present it to a cast member or talk about it online.

 

[Ginny Favers]

Customer service can't fix every little disappointment. And that's what this is - a little disappointment.

To you, maybe.

 

[MikeandReneePlus5]

If you went to starring rolls for your fave cupcake - and they said "we just sold out but in 15 minutes we'll have more" and you love those cupcakes so much you decide to wait the 15 minutes ... and then 40 minutes goes by and they come out and say - sorry but we won'e have the cupcake for you after all with a too bad so sad attitude and a shrug ... would you be annoyed then?
I am guessing you would be irritated - and you're a grown adult - not a three year old.

Ridiculous and that isn't what happened anyway.

How about after 40 minutes they say "the cupcake deliver guy fell ill and he won't be coming. sorry".

Are you saying you'd be irritated to the point that you wanted a free cup of coffee or something?

 

[MikeandReneePlus5]

To you, maybe.

To anyone.

And if you are teaching a 3 year old that this is a major disappointment that requires compensation (or enabling them to believe it is) you are going to have a lot bigger problems than worrying about missing Snow White.

 

[Ginny Favers]

That was my first thought too. Unless it was a rare weed that the landscapers somehow missed and you were helping, this screams of entitlement too. I would never allow my child to pick a flower, but if he/she somehow managed to do it (because I'm no super parent), I sure as heck wouldn't present it to a cast member or talk about it online.

Okay, the entitlement garbage is really getting on my nerves. People are always so quick to judge, aren't they?

I do not allow the picking of flowers, either. It was found on the ground near the well. It had fallen off the plant, but she said, "I picked these for her". Would a 3-year old not know that picking flowers is bad?? Snow White picks them all the time in the books I read to her!!

 

[dvcmom72]

I have a 3 year old and I can certainly understand how upsetting that must have been for your daughter to wait all that time for nothing. I really do understand! However...and I'm not trying to be a jerk...I think after this happened it was up to you to turn things around. You could have asked someone where to find another princess, you could have bought her a little treat, you could have asked any CM for a sticker...as a PP said, these things are like GOLD to the little ones. I'm really really not trying to be mean...but I think it's my job to "fix" it when my son is upset. Not anyone else's...even at Disney.
I had to drag my little guy to the doctor last night with an ear infection, and then we had to wait forever at the pharmacy for his meds...he was miserable...who's job was it to make him happy after all that? Mine...got him a happy meal on the way home...all was well with the world again.
But... I'm horrified you let her pick flowers at Epcot. YIKES.

 

[Ginny Favers]

To anyone.

And if you are teaching a 3 year old that this is a major disappointment that requires compensation (or enabling them to believe it is) you are going to have a lot bigger problems than worrying about missing Snow White.

If you read my other post, you would see that all I was requesting was something other than indifference. You do NOT have to wonder about what I am teaching my kids. However, I wonder what you're teaching your own, if you think that indifference is an acceptable response in this scenario.

 

[JoshuaShaw]

Who had 'page 5' in the "How long until this turns into a "You're a bad parent'" pool?

 

[larryz]

What did you want them to do?


KC

How about the handler going back out and telling the mother (who they knew was waiting) that SW isn't coming back, so they don't waste 20 minutes and break a little girl's heart?

That's the most I would expect.

 

[MikeandReneePlus5]

If you read my other post, you would see that all I was requesting was something other than indifference. You do NOT have to wonder about what I am teaching my kids. However, I wonder what you're teaching your own, if you think that indifference is an acceptable response in this scenario.

ah, whatever. I'm not trying to attack you. A simple "tut, tut, there, there" a few hugs, and onto the next magical thing would be my approach.

Instead you said you wanted to leave the park over it. That's an outsized reaction IMO but what the heck do I know. Carry on and godspeed and thanks for a fun thread.