ceo of disney ?? i nfo please

[dennis99ss]

After reading this thread, I get the feeling that the OP somehow feels as if she was entitled to something that she didn't get. Besides the check in problem--blame that on your TA, but the other stuff, I don't see why its a big deal unless you thought you should be treated special, and treated above and beyond what others think. Yes, i understand the disability aissue, but, it almost sounds as if you wanted the disability angle to give you extras. Brazil on the bus, hooting, etc. Get real, that's not Disney's problem. Americans act that way abrioad to. members telling you to get rid of the stroller--happens all the time. Bus driver backing up on a street--huh? were not hit were you. they didn't find me shade at epcot--I don't think there is shade at epcot, etc etc.

 

[TammiMcMan]

After reading your post, I was sort of thinking along the same lines as Dennis. I think you need to go back and pull out the items that pertain strictly to Disney and what's within their control.

For example:

AAA might be to blame for your problems at check-in, so that should be verified with them. It does sound like Audra tried to make amends by purchasing your lunch, I'm sorry that you were too upset too eat it though. As far as her forgetting a signed autograph for your child, that was rectified later on during your stay.

Did someone at Guest Assistance tell you that you could use the stroller as a wheelchair? My stroller days are long past now, but I don't recall ever being allowed to bring one through the ride queueing area. If someone did give you this inaccurate information or a CM didn't acknowledge this as an acceptable mode of transportation for a disabled child, that is something that should be addressed with Disney. Possible Disney complaint

Screaming CM's and being hung up on by a resort desk CM is always wrong in my book. Regardless of how new an employee is, that is unacceptable. Definite Disney complaint, best if you have names to go along with it

As far as I know, anyone with a park pass is entitled to use Disney transportation. I'm sorry that the noise upset your child, but those bus's are going to be crowded and noisy during these busier months. Not something that can be blamed on Disney, just a lesson learned that perhaps next time it would be best to take advantage of your own transportation and handicapped parking.

You may wish to acknowledge that Audra and the other un-named manager at the resort did assist you and for that you are appreciative.

Sorry

 

[dragonstarr]

I really do not agree with the above post at all. I don't believe that the OP wanted any special treatment. You have to remember that when you are dealing with an autistic child, certain situations are so much worse for them. Just because you wouldn't be freaked out the the Brazilian troupe doesn't mean that this child was not severely traumatised. Could they control that? Ofcourse not. The thing is that sometimes when your trip starts out on a bad note, everything else that happens can seem so much worse. I just think it is hilarious how people here are assuming she was trying to get to the front of the line because she was using a legitamate accomodation which allowed her to use her stroller as a wheelchair. Believe me, this doesn't get you to the front of any line. Also, Disney will NOT mail you park maps, but they will mail out Guests With Disabilities pamphlets for each park.

 

[mickeymousemom]

I don't necessarily think that the OP was expecting special treatment, but I very much agree with TammiMcMan's post. There are so many things here that I believe the OP is putting on Disney's shoulders that shouldn't be. We went last June(and right before Christmas) and the weather was terrible, the crowds were terrible, everything was just not good. I will never go back with my 3 kids in the summer, nor any other busy time. My cousin's son is autistic, therefore I understand how difficult some of this must have been. I think the OP needs to stop, calm down, take a breath and try to realize just how much of this was(and wasn't) under Disney's control before the accusing starts.
It does seem as though what started out as a bad trip just got worse, but as another poster stated, when it starts out bad, anything else that comes up thats even just a little negative will be magnified.
To the OP, I am very sorry that your trip was that horrible. There are a few things that I, for one, certainly wouldn't have put up with and I highly recommend you let the Disney Co. know this. I do agree that many of the CM's may have been summer employees, young and undertrained...but going during a busy time is only asking for trouble. I realize you may not have known this at the time...but those people who do go every year during peak season give up many things just to BE there...if you want or have to go during peak times, then its only to be expected that the trip may only be as good as you make it. I think you should let alot of this settle a bit...maybe wait several months, then MAYBE plan to go back during a slow time. If you decide to never return, thats understandable....but I can assure you that for MOST people WDW is a magical place and I'm very sorry it wasn't for you AND your child.

 

[bicker]

I'm sorry that it seems that we're getting to a point where we're bickering about whether the OP is being reasonable or not. I think some members may be questioning the OP's motivations and perspectives because it seems like the OP is showing significant disrespect to the readers of her messages. I've tried very hard to get past that, and tried to reply to what I thought the OP was actually trying to say. However, I can surely understand that the manner in which the OP has posted her messages cannot help but make readers wonder how hard the OP made cast members work to try to provide her excellent customer service.

 

[Sammie]

I really do not agree with the above post at all. I don't believe that the OP wanted any special treatment. You have to remember that when you are dealing with an autistic child, certain situations are so much worse for them. Just because you wouldn't be freaked out the the Brazilian troupe doesn't mean that this child was not severely traumatised. Could they control that? Ofcourse not. The thing is that sometimes when your trip starts out on a bad note, everything else that happens can seem so much worse. I just think it is hilarious how people here are assuming she was trying to get to the front of the line because she was using a legitamate accomodation which allowed her to use her stroller as a wheelchair. Believe me, this doesn't get you to the front of any line. Also, Disney will NOT mail you park maps, but they will mail out Guests With Disabilities pamphlets for each park.

I don't think anyone is questioning she had a right to use the stroller, just that a stroller is not the usual conveyance for a disabilities guest versus a wheelchair. As stated you are dealing with CM's that during the summer are young, and are taught to do a specific job. I agree they should not be rude, but none of us where there to know for sure what happened. They are trained to not let strollers past a certain point. They do not have the insight or training to say, "Oh I bet this is a special needs case". They see a stroller and they react, maybe sometimes too strongly.

I agree that the OP needs to take a deep breath, seperate the issues Disney is responsible for, be willing to admit that some lack of planning on her part is partly responsible and go from there.

I know that if I go in the summer, I have to expect huge crowds, big tour groups, and heat that sometimes leads everyone to bad humor.

I am sorry it was not the most enjoyable trip, hopefully if you try again your experiences will lead you to a more desireable outcome.

 

[WDWBetsy]

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

I can understand how frustrated and disappointed you were.

To be honest, your description of the issues is very confusing and is hard to read. Please don't take this personally - I know you're upset and it certainly would be hard to relive the situations you experienced. As others have stated, I would take a breath and jot down all the issues that relate directly to Disney.

Then have someone help you organize a well-written letter of complaint. It doesn't always have to be a matter of proofreading, but writing a letter that is concise, to the point and doesn't ramble on about issues out of Disney's control. You definitely experienced problems that need to be addressed and resolved, but some issues you listed (like the Brazilian group on the bus) might cloud the real problems. Sometimes it just takes some major tweaking to author a letter that commands attention without expressing too much emotion.

I sincerely hope you have a more magical vacation in the future!

 

[triplefigs]

Did someone at Guest Assistance tell you that you could use the stroller as a wheelchair? My stroller days are long past now, but I don't recall ever being allowed to bring one through the ride queueing area. If someone did give you this inaccurate information or a CM didn't acknowledge this as an acceptable mode of transportation for a disabled child, that is something that should be addressed with Disney. Possible Disney complaint

Tammi, Just FYI, the GAC can permit a stroller to be used as a wheelchair for the ride lines. You must explain your child's needs at Guest Services when getting the GAC. They have a variety of stamps (won't go into specifics on the board- too much abuse) to assist people with disabilities. We will also request similar type assistance because of my kids disabilities. Hopefully, by going in December during a time that's not as crowded, we won't run into many problems.

 

[LuluLovesDisney]

I am sorry you had a rough time. The unprofessional and unDisney attitude of some CM's is what would upset me the most. However, I agree that a letter with legitimate complaints about particular things within Disney's control will get you the best response. If you wish to complain about a particular CM, state name, physical description and location of CM, date and time, for best results. I also agree that stating the nice things CM's did for you will also help your letter be taken more seriously and if a manager asks those CM's for a report, they will help you, too.

Possible complaints:
Major Complaint- Reservation problems- I don't know if this should be addressed to AAA or Disney. I'm not sure who was responsible in the end when you said "someone took ownership".

Major Complaint- CM telling you it's okay to use a stroller. See this confuses me in a way because when I was a CM I did see a few children w GAC's in strollers (or walking in certain cases) and we were instructed to treat them the same as any special needs guest. Anyway, state the facts about this and elucidate on the poor treatment you received. Occasionally we would instruct people in strollers to "park" them but once we saw a GAC card, we would say "I'm sorry, right this way." That is what should have happened. And if the rules are changed that strollers cannot be used, you should have been informed.

Major complaint- Unprofessional attitude of CM's. CM's should always speak and act as if they have Walt Disney with wings sitting on their shoulder. I hold CM's to the highest of standards and I can say that because I lived it. Is it tough, oh yes, but that is the Disney way. CM's are trained to make the experience magical for every guest- keeping them happy unless it interferes with the safety or happiness of themselves or others. This is a very serious complaint in my book and you should be as specific as possible.

Dirty sheets. Sheets *must* be changed before every new guest. I would have called the front desk immediately and said I need new sheets or a new room. They could solve the problem somehow. Possible complaint here.

Again, Disney does take complaints seriously, but unfortunately because of people abusing the system, you bear the burden of proof.

Good luck to you! Hopefully Disney will do something to ameliorate the situation.

Slightly OT- I think Disney needs to decrease CEO pay, increase CM pay and hire people who are more qualified, not just a 16 year old kid (or any age) who thinks he can hang out at Disney and make a few bucks for the summer. Most CM's take training more seriously than that.

 

[Snurk71]

Kind off of topic here. But how can you tell whether the sheets have been changed or not? Maybe I just don't pay attention to a detail like this. But after mousekeeping makes up the room I have no idea if the sheets were the same ones as the morning or new ones (don't they change them like ever three days or something???).

 

[Talking Hands]

at beauty and the beast I asked for a shaded place to wait
and was laughed at.

There is no shaded place to wait at Beauty and the Beast. You don't even really have to wait there. Once they open up you just go in. They open up at least 20 to 30 minutes before the show starts. And once you are in it is covered.

 

[Talking Hands]

Kind off of topic here. But how can you tell whether the sheets have been changed or not? Maybe I just don't pay attention to a detail like this. But after mousekeeping makes up the room I have no idea if the sheets were the same ones as the morning or new ones (don't they change them like ever three days or something???).

Snurk they change them every 3 days unless you ask that they be changed daily. The also change them after a gues checks out and a new guest checks in.

 

[joannelee217]

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.

I didn't flame any one i stated it was hard for me to relive it and type it....

it just brought the rudeness back

 

[joannelee217]

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

It was a learning experience
I learned never to go in the summer.....

And I won't ever stay value again

port orleans andthe beach club was very pretty and tranquil.

The brunches were wonderful the staff was great.
Computers make mistakes, mistakes can be fixed.
Rudeness to a guest should never be tolerated.

In my job if I dare hang up on a member, I would get severely reprimanded.

 

[joannelee217]

I really do not agree with the above post at all. I don't believe that the OP wanted any special treatment. You have to remember that when you are dealing with an autistic child, certain situations are so much worse for them. Just because you wouldn't be freaked out the the Brazilian troupe doesn't mean that this child was not severely traumatised. Could they control that? Ofcourse not. The thing is that sometimes when your trip starts out on a bad note, everything else that happens can seem so much worse. I just think it is hilarious how people here are assuming she was trying to get to the front of the line because she was using a legitamate accomodation which allowed her to use her stroller as a wheelchair. Believe me, this doesn't get you to the front of any line. Also, Disney will NOT mail you park maps, but they will mail out Guests With Disabilities pamphlets for each park.

Thanks for understanding.
I did not want special treatment
I wanted to use the stroller as a wheelchair--as described
nothing else
Yup I expected my disabled childto be treated with dignity
and respect

Why everyone thinks I said this was AAA fault is beyond me
what I said is that each one blamed the other
today i went to the AAA office listened to the tape ofthe conversation between aaa booking and disney confirming.

the only change AAA made was taking the Miss out of my husbands name.
DISNEY made the error
IT was a disney screw up
andthey can't say why.....

People who do not have an autistic child
don't realize what it means and what little things mean,
Or how loud noises can setthem off

the brazilians on the bus should not have happened
the bus driver allowed two many on.
40 brazilians standing up.......
too many people they should have been told to wait not cram them in.

Until you've been there, and been in the situation don't judge.

 

[joannelee217]

Kind off of topic here. But how can you tell whether the sheets have been changed or not? Maybe I just don't pay attention to a detail like this. But after mousekeeping makes up the room I have no idea if the sheets were the same ones as the morning or new ones (don't they change them like ever three days or something???).

When I pulled the spread down to put the little one to bed, voila rolled up tissue, and a wrapper, were there. I called housekeeping first thing in the am

We never touched the bed , houskeeping apparently didn't either.

 

[joannelee217]

There is no shaded place to wait at Beauty and the Beast. You don't even really have to wait there. Once they open up you just go in. They open up at least 20 to 30 minutes before the show starts. And once you are in it is covered.

the line was around the building the show started at 430 the gates were not opened til about 415, I couldn't see shade oranything else there were so many people

 

[minnie61650]

I don't think anyone is questioning she had a right to use the stroller, just that a stroller is not the usual conveyance for a disabilities guest versus a wheelchair. As stated you are dealing with CM's that during the summer are young, and are taught to do a specific job. I agree they should not be rude, but none of us where there to know for sure what happened. They are trained to not let strollers past a certain point. They do not have the insight or training to say, "Oh I bet this is a special needs case". They see a stroller and they react, maybe sometimes too strongly. .....
I am sorry it was not the most enjoyable trip, hopefully if you try again your experiences will lead you to a more desireable outcome.

I agree Disney needs to figure out a better way to accommodate guests who
need to use a stroller as a wheelchair.
They can't allow all guests to bring strollers through lines because there is not room to park them by the loading area.
So CMs are told not to allow strollers in the queues.
This cause confusion for you and for the CM's. Maybe when they give out the stroller as wheelchair passes they should also give you a helium balloon (that doesn't look out of place but has a color or Character on it that CMs can identify from a distance so they know that's why the stroller is in the queue.)
(Perhaps that is something you may want to suggest in your letter.)
Then when the guest reaches the CM the CM can ask to look at the GAC and make sure all the needs of the guest are taken care of.
You may need to show the GAC to several CMs along the way. The CM does not know what the needs are until he/she sees the card.
Hugs for you and your daughter.
Linda

 

[bballdiva]

I dont really understand whats wrong with "brazilains". And to me the way you referred to them sounded kind of offensive, buts thats just my opinion. With that said I'm very sorry for your terrible experience you encountered.

 

[slk537]

I am so truly sorry your vacation had such difficulties in it!! I don't know what I would have done with the CM who hung up on you - thank goodness they handled that.

I am so happy to hear you say you'll never stay at values again or go in summer again...not never go to WDW at all. Try it in a lower season and you'll be amazed at the difference!

Again, I am so sorry this happened to you. I hope your little one is doing well.