Company Policy vs Customer Satisfaction (long rant)

[LisaR]

I blame the internet. If you would have come on here and told us how great Disney was and how they handled your situation perfectly when you explained your circumstances to the CM, I guarantee you there would be a whole slew of other people thinking up some sob story. Obviously, your situation was real and I certainly understand why you would be annoyed. But trust me, after reading what some people are capable of doing on this site just to get something special, I really do get why Disney has to draw the line.

 

[wdwfan16]

I have to post this after saying that i had wonderful and magical experience with my family on our first visit to WDW. I was met with great customer services and offered a friendly smile till our last day.

Initally we had planned a 12 day florida vacation which we had saved for quite a bit of time do be able to take. As often happens in life on our 3rd day of our vacation, we were in a shuttle on our way to Disney's hollywood studios when we received a call from home. My wife's grandfather had just passed away. I was with my daugher, my inlaws (whos dad it was) and my niece. At this momment in shock we decided to get off from the shuttle and assess the situation on what we woudl do. It took us a while to get our bearings straight and decided to wait for the next shuttle to which ever park it was to go have a sitdown lunch and discuss what we needed to do next. The next shuttle was to the Animal Kingdom, were we honestly did enjoyed a great lunch and allowed us to discussed what we needed. We decided then and there to cut our vacation short and book flights for home for the next day. We also decided we might as well attempt to enjoy our remaining day and visit one of the the other parks we were heading towards.

Here is where I have a problem with company policy. Since we were not thinking at the time, when we went tried to go back into Disneys Studios, we were greeted by a non entry. The CM politley told us, dont worry, as we explained our situation and led us to the guest relations desk and she told us they woudl take care of us. The issue was that we didnt purchase the park hoppers and had just left the animal kingdom.

As we explained the unfortunate circumstances and how we would like to finish our stay at the Disney Hollywood park, the Guest Person(we'll call him Greg for anonimity) told us he was sorry, but we had to either pay a full day fee, or pay to convert all 6 tickets into park hoppers.(Another $300 or so dollars) He was very uncaring for our situation and kept telling us it was company policy. That since we Disney allows for people to "magic your way" admitance and we didnt do the hoppers we woudl have to pay. I informed him we were at most two hours at the other park, and told him our state of mind which basically we were not thinking I also told him that we inially planned to visit all parks, but had to cut our vacation really short and miss out on the remaining days on our tickets. But he refused to asssit. And I use the word Refused, since he did pretty much tell me he has the power to do something, but at this time chose not to, "Since its Company Policy".

I totally understand Company Policy, and can see other how a company needs to hold to the bottom line. But i believe exceptiosn should be allowed. "Greg" pretty much told me exceptions can be made, but he wasnt going to do so in this case. Since we were not given any choice, i decided to pay the additional amount, just to get it over with. I was upset at so many diffrent levels at this this time and given no choice. To add insult to injury he told us, "being that you are leaving anyways, and not stayin here any further, i can purchase thow unused days for $3 dollars - you konw to help with the cost". Given no choice, and trying to defray as much of the cost, and since we were truly having to leave unexepectly back home i took that offer. What burns me more, is after I payed and he processed my credit card. he then led us to a gate, where he simply let us walk thru without swipping our cards. I honestly felt he did this to show that he did have the power to pass someone if he so choose to.

Again, totally understandign company policy - should exceptions like this be allowed? Where can i voice my displeasure the way i was treated?

BTW so no one thinks I dont like Disney - i have faithfully visited Disneyland ever two years since I was 12 (with my parents) and continued the tradition with my own family. Current holder of their credit card and have bought pretty much all Disney movies to date. Was actually considering the DVC, but at this time it is out of my budget, and not exactly on the top of my list after this experience.

This was my very first visit to WDW and was overally impressed with the part and hope to be able to visit again some time soon.

You took a shuttle to DHS, got off and then went to AK and then got a shuttle back to DHS? Why did you not eat at DHS?

How many days were on your tickets?

 

[bicker]

I think you've hit the nail on the head, Lisa. Disney's "Guest Recovery" policies became fodder for numerous "if you tell them this, you can get that" threads online.

 

[kaytieeldr]

I really can not understand your Mother in law wanting to continue going to a theme park when her father had just passed away.

Would it be possible for us all to not be critical of this family's decision to have a meal inside a theme park after hearing a relative (parent to one) had just passed away?

 

[Mimi1965]

Not the meal-the argueing with the CM to continue riding theme rides at another park seems rather gauche, in view that an immediate loved one just passed away.

 

[snarlingcoyote]

I really can not understand your Mother in law wanting to continue going to a theme park when her father had just passed away.

I can. My MIL had suffered from dementia for several years, and at the time of her death no longer recognized any family. About 2 weeks before she passed, she started talking to her sister (dead about 5 years). She and her sister had been BFF's their entire lives, so make of that what you will. We scheduled our Disney trip knowing she might pass during our trip. She passed about 2 weeks prior to our Disney trip and we still went. If she had passed while we were at Disney, we probably would have done something similar to the OP.

When someone has lived a good life and is ready to go Home and the family has been aware that they are close to passing for a long time, the feeling of their passing is completely different than if a child in the family had passed. It isn't that you don't mourn them and didn't love them: it's just that you've already accepted their passing and this is the culmination of a grief you've been suffering, day-in-day-out, while still going about your daily business and still living your life for a long time.

As someone who's had a family member pass in these circumstances, I think OP's action plan was fairly well thought out and a good one.

 

[LuvCuteBoys]

Not the meal-the argueing with the CM to continue riding theme rides at another park seems rather gauche, in view that an immediate loved one just passed away.

First, welcome to the board

Second, WHY does it matter? It's entirely possible that is exactly what the deceased loved one would have wanted them to do.

 

[snarlingcoyote]

Not the meal-the argueing with the CM to continue riding theme rides at another park seems rather gauche, in view that an immediate loved one just passed away.

As someone who could've been in the OP's shoes, as the passing of my DMIL was about 2 weeks prior to our last Disney trip, I'm trying to keep my temper, but will just say that having people judge the quality of your grief and subject it to the same kind of standards that one judges the placement of knives and forks at the dinner table is rather gauche to me.

 

[LuvCuteBoys]

That came off snarkier than I meant it to... I apologize for that.

 

[snarlingcoyote]

OP, Katieelder has said everything I would about your situation. You have my condolences on your loss.

 

[Mimi1965]

Sorry-when my father died-we all knew it was any day now -we cried for hours. I just can't imagine riding theme rides like an hour after getting this news. That is all I meant

 

[mjkacmom]

Kind of a strange second post... and the first was a little strange, too.

 

[phorsenuf]

Kind of a strange second post... and the first was a little strange, too.

This one which was posted an hour before?

Just came back from a trip and have to say THANK YOU to Becky, from the front desk. After a long flight and checking in late in the evening, or room was less that what would be expected from the Disney folks. I went to the front desk,ready to complain, but was pleasently surprised by the great customer service provided by Becky. Without me asking, she moved us to a different resort, and even provided cab vouchers since the transportation system was already done for the day. Thank you Becky. You made our trip very memorable and enjoyable.

http://www.disboards.com/showthread.php?t=2501795

 

[LuvCuteBoys]

I would agree with that, except this poster has been a registered user of this site for three years.

 

[NHdisneylover]

Yet again I'm amazed by that.

People generally don't care to think about things from the perspective that runs counter to what is copacetic with how they want to view something. Perhaps that's the issue?

I find it rather insulting that you are saying the reason I cannot follow your logic is that I chose not to think about things from other perspectives. I actually love looking at things from a variety of perspectives--one reason I make an effort to figure out what you are talking about rather than just ignoring your posts that do not makes sense to me--I want to see it from your side too.

People are saying that Greg should have done something generous. It isn't their money, though, that Greg effectively would be spending.

I guess it was hard for me to connect that dot and understand where you were going because many people were saying "Greg" was in the right and OP should have either stayed at AK or paid for park hoppers--it is not like all the posts before you were supporting the OPs rant--actually I think those were in the minority.

I took it as, they got on and off the bus at the SAME stop; that they got the news while boarding the bus at their own resort.

Hmm, to me "on our way to" indicates the shuttle has left the original stop. However, if the shuttle never left the hotel I think it is even curiouser (from a CM trying to sort out BS from real issues standpoint) to have the pow wow over what to do next at a theme park restaurant rather than in one's own hotel room or the food court/restaurant there.

Would it be possible for us all to not be critical of this family's decision to have a meal inside a theme park after hearing a relative (parent to one) had just passed away?

To be clear--I was not criticizing where they ate--only pointing out that because it is rather counter intuitive it would increase the odds that a CM would not believe the story and it seems fair (from an outside perspective) for the CM to feel that way and therefore be even less likely to bend the rules than they might otherwise be.

Not the meal-the argueing with the CM to continue riding theme rides at another park seems rather gauche, in view that an immediate loved one just passed away.

I do not think it is all that odd. When I was 19 my boyfriend (also 19) had a 14 year old half brother who dies in a car accident. He was numb the morning we found out, could do nothing (his mom and step dad had driven to where it happened in the middle of the night trying to get there before the boy was gone so there was no one to comfort or be comforted by at home) and still wanted to go to the amusement park we had planned on going to that day. Just going through the motions of DOING something, anything helped him. I didn't judge that decision--I just went and supported him when he wanted me to.

 

[jennie622]

Back in 2007, I wasn't in WDW 24 hours when I recieved the news of my grandmother's passing. The call came at 3:30am. My only reaction was, how do I get back home, NOW??? I immediately went to the front desk and inquired what to do? I didn't expect much being 4am and all, but I did get some phone numbers to call and a genuine sense of sympathy. Unfortunately, I had to wait until 7am the next morning to get in touch with anyone but I was on the next Disney Magical Express to the airport and a flight home. I had purchased trip insurance for my 7 day vakay so that did reimburse me the majority of my trip (including tickets) as well as my emergency flight back I had to pay upfront for. I ended up paying for about 25-30% of my total trip and only spending one day in a park. But, when it comes down to it, I didn't expect anyone to bend over backwards for me or recieve special treatment due to the loss of a family member so being dissappointed was never an option. Accidents, sickness, bad weather and death are unexpected, that's what trip insurance is for.

I just went back four months later to my grandmother's (and mine) favorite place, WDW!!

 

[Mickey's Minion]

First of all, my condolences for your loss. What a terrible thing to happen during a vacation. My thoughts are with your family.

Company Policy vs Customer Satisfaction (long rant)

As others have said, Disney was absolutely right to stick to their policy in this case. This was not a matter of getting on the wrong bus and going into Animal Kingdom by accident due to grief and then realizing you were originally headed to DHS, turning around and heading right over there. By your own admission, you spent over 2 hours in AK, way longer than a typical vacationer's lunch. How was the CM at DHS to know that you didn't really go and see the attractions and then want to beat the system and now do DHS?

As for the attitude of the CM and his under-the-table deal - that I would write Disney about.

However, I am curious. Why is it lately that good customer service is being defined as "Break the Rules and Give Me What I Want or I Am Going To Rant?"

Lately, it seems there are more and more rants because somebody didn't get something they didn't pay for, that rules were not broken for them. Since when is that bad customer service?

 

[NHdisneylover]

However, I am curious. Why is it lately that good customer service is being defined as "Break the Rules and Give Me What I Want or I Am Going To Rant?"

Lately, it seems there are more and more rants because somebody didn't get something they didn't pay for, that rules were not broken for them. Since when is that bad customer service?

A most excellent question I find myself wondering the same thing pretty often recently--especially when reading the DIS.

 

[bicker]

I find it rather insulting that you are saying the reason I cannot follow your logic is that I chose not to think about things from other perspectives.

I didn't say that you did.

Regardless, how was what you wrote not insulting?!?!?! It was intensely inflammatory, and seemed to be deliberately so. Yet, I was very polite in response.

Please stop flame-baiting. Thanks.

 

[kaytieeldr]

Sorry-when my father died-we all knew it was any day now -we cried for hours. I just can't imagine riding theme rides like an hour after getting this news. That is all I meant

Nobody rode theme park rides. They went TO a theme park FOR lunch.