ceo of disney ?? i nfo please

[joannelee217]

Just finished my 8 days
of the most un magical vacation ever.

dont happen to have time to post it all now...
but does any one have the addreess phone number of
walt disney execs

my problems were so
many...
they cannot go unaddressed.

thanks in advance

the best part was MAGICAL EXPRESS...................

 

[Lives4Disney]

Wow.... Here's a bump for ya'. Sounds like a real bummer. Sorry it was so bad.

Lives4Disney

 

[safetymom]

wdw.guest.communications@disneyworld.com

Did you mention your concerns when you were there?

 

[disneyholic family]

typically, the best time to comlain at WDW is when you are still there...
once you're gone, usually the most you get is a letter of commiseration (at best)..

 

[DISUNC]

I am sorry you had a bad time!

I had some gripes a few years ago, I emailed WDW a detailed letter. They called me and were very nice, and offered compensation.

WRITE a NICE letter...just STATE THE FACTS as to why you are writing the letter!

Don't use terms like "I thought...this would happen"; "my child was disappointed...."; "I couldn't believe what just happened.."...etc.

Good Luck

 

[joannelee217]

wdw.guest.communications@disneyworld.com

Did you mention your concerns when you were there?

we did....
and heres the deal
arrived---reservations wee wrong
cast mmbr asked m to re pay.
Had aaaa confirmation in hand.

they called aaa reluctantly
and aaa says the reservation was changed

but no one knew how

one was blaming the other

from there I had to call my credit card and have my bank verify payment
and ---that no credits were issued back

four hours of arguing
in the lobby before someone took ownership....

finally a person named audra called told me to calm down she picked up the tab for my lunch----we were so upset and sick it went in the trash
and would send my autistic child a autograph for our trouble. (WHICH SHE AUDRA never followed through on)

waiting four hrs is hard enough for a child with out a disability,
we had been on a plane since 6am at the airport at 330
and waiting in a lobby forever.


so already the trip has a down side
get to a ps its a bit...out of schedule

Head to the parks pick up a guest assistance card
using a stroller as a wheel chair
I HAVE NEVER encountered so many rude cast members
we would show the card

half way up the ride another cast mmbr begins screaming
park the stroller out side,
at each ride we were made a spectical...
A few cast member were nice but the majority treated us less than
kind. It was 8 days of being screamed at by cast mmbrs...really got to you.

then the first night after the checkin crap
we stayed at MK late...
get back to our room late..

go to crawl in bed the sheets were not changed from the previous guest. to late to call house keeping we laid on our beach towels
kind of like camping out

the dining pplan was good but oyu had to really watch themmany times they charged the room, not the plan....
probably sunday or monday we went to downtown disney to use or aa discount at the world of disney when we got back the cast mmbr did
not take off the 10 percent.
I calledthe front desk of the hotel (MUSIC) and a rude clerk answered told me the disney group doesnt offer a aaa discount, I said I had the card in front of me, he said we dont offer it...I replied I have had a less than magical disney experience...and its getting old fast ....he replied I could make it worse i could hang up on you. and did.

I was shaking, livid, and tired of disney, I called back asked for the manager...she did take off th 10 percent
apologized for Patricks rudeness
and offered to make up for Audras less than proffesional followup.
She sent my little one an autograph of mermaid, and a Stuffed minnie.....

The night befroe we were at epcot
treated the same rude way by cast mmbrs
were never offered a shaded area to wait
they all looked at me like I had 2 heads

but on the way home We got on the music bus which should have take no mo more than 15 mins, and sudddenly the bus is panicking
the driver missed a turn and we were all headed towrads the airport
He dangerously pulled into a road and backed into traffic.....my little one was scared....and we had a hell of a job getting her onto a bus after that.about an hour later we arrived at music.

we went to the pool one day came back to the room our camera was missing, scoured everything suitcases....drawers etc....
finally found it under a bed.

called to report that also....but was told things happen
the maid probably didnt see it.

Another day we got on a bus, it was full sitting.
8am suddenl bus driver lets on a group of Brazil tourists wearing yellow shirts.
not one or two he had about 40 standing up.
They chanted
they hooted hollered in their native tongue...loud over bearing as if they were the only people there. they were so loud it was scary
stomping rocking screaming

Again my little one was overwhelmed and if she saw anyone wearing a yellow shirt we hadato turn away.

the whole vacation wa a draining experience....
I could have gotten past the first day....
but the rude cast members were really
the straw that broke this camels back

One girl was so rude I took her picture
she said why did you photograph me, I said because its going to go with my letter of complaint to roy disney.


It was less that magical

 

[ckret01]

One girl was so rude I took her picture
she said why did you photograph me, I said because its going to go with my letter of complaint to roy disney.


It was less that magical

I'm sorry you had such a horrible experience...I will say this I laughed when I read the part I quoted above....I never thought to do that, it was very clever

 

[bicker]

I'm so sorry you had such a terrible time. I've never encountered any of the kind of rudeness on the part of cast members that you experienced, which makes your story all-the-more disappointing, that you'd be subjected to such atypical service, especially given you had special needs to contend with.

I have read other stories about AAA messing up reservations. That does seem to happen quite a bit. I do know that each AAA office is individually operated, so service levels from AAA vary. I'm glad to read that Disney finally decided to cover for AAA's error. That's really more indicative of the service we typically get from Disney -- where they go out of their way, doing far more than they really are required to, in this case even making up for the errors of another company.

 

[AJKMOM]

And that, my friends, is why I would NEVER go in the summer. Too many people at WDW; CM's and guests being rude, probably because of the heat. When we go, also with a Guest Assistance Pass and autistic child, it is during the value season. There are people there, of course, but the weather is cool, and everyone else is warm. We have never encountered a rude CM or a Brazilian tour group, and I hope we never do!

 

[CarolA]

Well starting with the CEO will probably not get you anywhere... Roy Disney doesn't ever work for Disney.

First I would call your local AAA and get thier side of the story to include in your letter.


Then I would start with Safety Mom's suggestions, but you probably need to calm down and make sure you clearly state what was wrong and what you want done.

 

[dtauer]

PLEASE, PLEASE, PLEASE don't take this the wrong way. I mean nothing negative by it.

You may want to have a friend, spouse, etc. proofread your letter to Disney. We all have our strengths and weaknesses, but I found your description of the details hard to follow and read.

I think your best chance for making your concerns known is to draft a concise, easy to follow, sequence of events.

Please, I don't want to start a war, I just want to make sure your concerns are relayed to Disney. I truly feel bad for your experience and would like this story to have a happy (or at least somewhat happier) ending.

 

[Tigger_Magic]

typically, the best time to comlain at WDW is when you are still there...
once you're gone, usually the most you get is a letter of commiseration (at best)..

Unfortunately, this is all too true and not just at Disney. I hope the OP did address some of these issues while at Disney. If you speak to someone such as a supervisor or the resort GM at that time, it provides Disney the opportunity to correct the behavior, change the situation or do something to make up for the less than magical experience. There is no excuse for rude behavior, but reporting it long after the incident occurs makes it nearly impossible to address/correct.

 

[bicker]

This has been especially true since the Internet became more popular. Disney used to do a lot of "guest recovery" -- special considerations for guests who complained about perceived poor service. As news of this generosity spread far and wide, due to new media, so grew the abuse of that generosity by folks who saw it as an expedient means to get themselves discounts and other benefits, despite not having suffered any significant failure. Disney, just like many mainstream consumer-facing businesses, pretty-much had to clamp down on after-the-fact remediation when there is no objective means to validate the complaint.

 

[ElizabethB]

Since the question was asked, and the reference to Roy Disney just confused things, the CEO of Disney is Michael Eisner. He steps down as CEO on September 30, 2005. Robert A. Iger succeeds him on that date.

 

[minnie61650]

we did....
and heres the deal
arrived---reservations wee wrong
cast mmbr asked m to re pay.
Had aaaa confirmation in hand.

they called aaa reluctantly
and aaa says the reservation was changed

but no one knew how

one was blaming the other

from there I had to call my credit card and have my bank verify payment
and ---that no credits were issued back

four hours of arguing
in the lobby before someone took ownership....

finally a person named audra called told me to calm down she picked up the tab for my lunch----we were so upset and sick it went in the trash
and would send my autistic child a autograph for our trouble. (WHICH SHE AUDRA never followed through on)

waiting four hrs is hard enough for a child with out a disability,
we had been on a plane since 6am at the airport at 330
and waiting in a lobby forever.


so already the trip has a down side
get to a ps its a bit...out of schedule

Head to the parks pick up a guest assistance card
using a stroller as a wheel chair
I HAVE NEVER encountered so many rude cast members
we would show the card

half way up the ride another cast mmbr begins screaming
park the stroller out side,
at each ride we were made a spectical...
A few cast member were nice but the majority treated us less than
kind. It was 8 days of being screamed at by cast mmbrs...really got to you.

then the first night after the checkin crap
we stayed at MK late...
get back to our room late..

go to crawl in bed the sheets were not changed from the previous guest. to late to call house keeping we laid on our beach towels
kind of like camping out

the dining pplan was good but oyu had to really watch themmany times they charged the room, not the plan....
probably sunday or monday we went to downtown disney to use or aa discount at the world of disney when we got back the cast mmbr did
not take off the 10 percent.
I calledthe front desk of the hotel (MUSIC) and a rude clerk answered told me the disney group doesnt offer a aaa discount, I said I had the card in front of me, he said we dont offer it...I replied I have had a less than magical disney experience...and its getting old fast ....he replied I could make it worse i could hang up on you. and did.

I was shaking, livid, and tired of disney, I called back asked for the manager...she did take off th 10 percent
apologized for Patricks rudeness
and offered to make up for Audras less than proffesional followup.
She sent my little one an autograph of mermaid, and a Stuffed minnie.....

The night befroe we were at epcot
treated the same rude way by cast mmbrs
were never offered a shaded area to wait
they all looked at me like I had 2 heads

but on the way home We got on the music bus which should have take no mo more than 15 mins, and sudddenly the bus is panicking
the driver missed a turn and we were all headed towrads the airport
He dangerously pulled into a road and backed into traffic.....my little one was scared....and we had a hell of a job getting her onto a bus after that.about an hour later we arrived at music.

we went to the pool one day came back to the room our camera was missing, scoured everything suitcases....drawers etc....
finally found it under a bed.

called to report that also....but was told things happen
the maid probably didnt see it.

Another day we got on a bus, it was full sitting.
8am suddenl bus driver lets on a group of Brazil tourists wearing yellow shirts.
not one or two he had about 40 standing up.
They chanted
they hooted hollered in their native tongue...loud over bearing as if they were the only people there. they were so loud it was scary
stomping rocking screaming

Again my little one was overwhelmed and if she saw anyone wearing a yellow shirt we hadato turn away.

the whole vacation wa a draining experience....
I could have gotten past the first day....
but the rude cast members were really
the straw that broke this camels back

One girl was so rude I took her picture
she said why did you photograph me, I said because its going to go with my letter of complaint to roy disney.


It was less that magical

When you went to guest services did you get a handbooks of the parks for guests with disabilities?
I have my books and have read through them.

The books says:
The Walt Disney World® Resort strives to provide mainstream access whenever possible; that is, all Guests utilize the main entrance to the attraction. However, accessibility varies from attraction to attraction within our Parks. The Guidebook for Guests with Disabilities and Park Guidemaps use symbols to indicate boarding procedures for each attraction. In addition, Guests should contact a host or hostess at each attraction before entering

That means most often you will stand in the same line as other guests. Most rides are mainstreamed.

Some attractions have auxiliary entrances for Guests with disabilities. These are intended to offer Guests in wheelchairs or with service animals a more convenient entrance to the attraction. Auxiliary entrances are not intended to bypass waiting lines. Guests with disabilities and up to five members of their party may enter through these entrances. The rest of the party should use the main entrance.

Having a GAC lets the CM know what kind of needs you have. Therefore if you need shade and none is available in the regular que contact a CM and they will direct you.

You Should use fastpass whenever you can.
Meaning get a FP and come back at the allotted time and then you can wait in the FP line.


A GAC pass is not a front of the line pass.
I am sorry if you thought it was.
Also each CM along the way needs to look at the card so he knows your child's needs and can assist you.

Hope this helps you and others who have special needs.
Linda
only 87 more days

 

[joannelee217]

PLEASE, PLEASE, PLEASE don't take this the wrong way. I mean nothing negative by it.

You may want to have a friend, spouse, etc. proofread your letter to Disney. We all have our strengths and weaknesses, but I found your description of the details hard to follow and read.

I think your best chance for making your concerns known is to draft a concise, easy to follow, sequence of events.

Please, I don't want to start a war, I just want to make sure your concerns are relayed to Disney. I truly feel bad for your experience and would like this story to have a happy (or at least somewhat happier) ending.

this was a letter to friends
not to a ceo

I know enough to proof read something that important

hard for you to read ?

hard for me to relive and type

 

[joannelee217]

When you went to guest services did you get a handbooks of the parks for guests with disabilities?
I have my books and have read through them.

The books says:
The Walt Disney World® Resort strives to provide mainstream access whenever possible; that is, all Guests utilize the main entrance to the attraction. However, accessibility varies from attraction to attraction within our Parks. The Guidebook for Guests with Disabilities and Park Guidemaps use symbols to indicate boarding procedures for each attraction. In addition, Guests should contact a host or hostess at each attraction before entering

That means most often you will stand in the same line as other guests. Most rides are mainstreamed.

Some attractions have auxiliary entrances for Guests with disabilities. These are intended to offer Guests in wheelchairs or with service animals a more convenient entrance to the attraction. Auxiliary entrances are not intended to bypass waiting lines. Guests with disabilities and up to five members of their party may enter through these entrances. The rest of the party should use the main entrance.

Having a GAC lets the CM know what kind of needs you have. Therefore if you need shade and none is available in the regular que contact a CM and they will direct you.

You Should use fastpass whenever you can.
Meaning get a FP and come back at the allotted time and then you can wait in the FP line.


A GAC pass is not a front of the line pass.
I am sorry if you thought it was.
Also each CM along the way needs to look at the card so he knows your child's needs and can assist you.

Hope this helps you and others who have special needs.
Linda
only 87 more days

there were no books
however I knew all the rules before I left
and followed them to the letter
We waited in regular lines
wasn't looking for extra special treatment
We only wanted to use the stroller as a wheel chair.

the lines were so long...cast mmbrs were not visible
at beauty and the beast I asked for a shaded place to wait
and was laughed at.
I think alot of these kids are summer workers , less than adequately trained .

Twice i asked for managers
the last mangaer
at mgm told m to go to guest assistance
the line was a least 25 people in fornt of me.
My little one could not wait..........

we left

 

[VAgal76]

this was a letter to friends
not to a ceo

I know enough to proof read something that important

hard for you to read ?

hard for me to relive and type

Apparently you took it the wrong way.

I think we're all sorry you had such a rough vacation. Especially when you spend so much time and money on what you believed would be the best vacation ever. I just wouldn't flame people for giving their heart felt sympathies and suggestions.

 

[Tigger_Magic]

there were no books
however I knew all the rules before I left
and followed them to the letter
We waited in regular lines
wasn't looking for extra special treatment
We only wanted to use the stroller as a wheel chair.

the lines were so long...cast mmbrs were not visible
at beauty and the beast I asked for a shaded place to wait
and was laughed at.
I think alot of these kids are summer workers , less than adequately trained .

Twice i asked for managers
the last mangaer
at mgm told m to go to guest assistance
the line was a least 25 people in fornt of me.
My little one could not wait..........

we left

Just for future reference, I believe you can get these books at any Guest Services desks at the resorts or any park. You can also call Disney and ask them to mail you a copy, along with park maps, schedules, etc. to assist in your planning.

 

[MOMOFMNM]

I can understand how upset you would be, however, you went to WDW in one of the most crowded, hot, confusing, parts of the year with a child who has special needs. Of course no one in any way should be rude to you and your voice should be heard! I am in no way saying you did anything wrong here, I am just suggesting to others, if possible, know your family's limits and expectations...now I remember as a kid going with my parents in the hot hot summers and crowded spring breaks but it never seemed bad at all to me or my parents. Having three young daughters and a dh who is none too impressed with the whole WDW idea, I knew not to stretch the limits for my family. I decided to go when it would be less crowded and less hot and saty in a resort that I felt would be easy and quick to transport to MK and EPCOT...I am truley sorry if you feel you had a miserable time...sounds like it was just plain crowded and hot and true probably a lot of new "summer" CM's being trained and whatnot...that is unfortunate. The guy should never hang up on you for sure...I actually got compensated from my bank for one of their staff hanging up on me. RUDE!! Anyway, I think a letter is a fine idea here and maybe just maybe one day you can visit again when it is cooler and less crowded for your little one