Condesending attitude by boat driver at POR

[branv]

You were there and know for sure the CM treated this guest badly?

So you were there and know for sure the guest treated the CM badly?

Who said anything about always being Mary Sunshine? I worked customer service positions for years as well, but I would never have been nasty to a customer just because I'd had a bad day. Besides, we're not just talking about people who don't do their best, or mess up, or aren't charming for a little while. We're talking about downright rude and snappy towards someone who was not acting hostile or rude towards them. Yes, you can be understanding and forgiving of their behavior (and it's likely healthier for you), but there is still never any excuse to take out your bad day on an innocent person. I would never treat a CM that way and there would never be an excuse if I did. In return, I expect them to never treat me that way. It's simply been my experience that people who take out a bad day on an innocent stranger very seldom are guilty of doing this just once or twice. I stand by my statement that any person who finds it difficult to juggle the ups-and-downs of a hard job as customer service should find another position. It seems like the best thing for all parties concerned.

 

[kapoof]

keep in mind everyone that another boat driver told her dh that it could be done too. it makes me wonder if we had that guy on the boat to mgm. he boarded us then walk to the front part of the boat...climbed over the steeringwheel part to the very front of the boat and laid down! the other driver had to get him and say "remember we have customers" it was very strange..i couldn't wait to get off the boat!

 

[LoriZH]

keep in mind everyone that another boat driver told her dh that it could be done too. it makes me wonder if we had that guy on the boat to mgm. he boarded us then walk to the front part of the boat...climbed over the steeringwheel part to the very front of the boat and laid down! the other driver had to get him and say "remember we have customers" it was very strange..i couldn't wait to get off the boat!

LOL what do you say to that one? Was he drunk?

 

[kapoof]

lorizh..he could have been..but it was pretty early in the a.m. i guess you never know...we opt for walking to mgm the rest of the trip

 

[Liz]

keep in mind everyone that another boat driver told her dh that it could be done too. it makes me wonder if we had that guy on the boat to mgm. he boarded us then walk to the front part of the boat...climbed over the steeringwheel part to the very front of the boat and laid down! the other driver had to get him and say "remember we have customers" it was very strange..i couldn't wait to get off the boat!

That is so bizarre!! But it sure makes for a funny story to tell later huh?!!

 

[tone.def]

I have all his information and plan to write letters until I get some satisfaction. I have written many letters of gratitude, but this young man needs to be taught how to treat guests.

What satisfaction are you looking to get? Have him fired and provide you with proof?

 

[Sammie]

So you were there and know for sure the guest treated the CM badly?

Who said anything about always being Mary Sunshine? I worked customer service positions for years as well, but I would never have been nasty to a customer just because I'd had a bad day. Besides, we're not just talking about people who don't do their best, or mess up, or aren't charming for a little while. We're talking about downright rude and snappy towards someone who was not acting hostile or rude towards them. Yes, you can be understanding and forgiving of their behavior (and it's likely healthier for you), but there is still never any excuse to take out your bad day on an innocent person. I would never treat a CM that way and there would never be an excuse if I did. In return, I expect them to never treat me that way. It's simply been my experience that people who take out a bad day on an innocent stranger very seldom are guilty of doing this just once or twice. I stand by my statement that any person who finds it difficult to juggle the ups-and-downs of a hard job as customer service should find another position. It seems like the best thing for all parties concerned.

I never said the OP treated anyone badly. Not sure, wasn't there. We have one side of the story is all. The OP was given bad advice by someone on the phone, that is not the boat driver's fault. Everything else is up to perception.

I am sorry she thought he was rude, I don't know if he was or wasn't and neither do you. But I do know that I have been on Net forums for almost 10 years and what one person thinks is rude is not necessary what others think is rude. The OP did not state what the CM said exactly, so it truly no one can judge.

She needs to complain about the wrong info from the person she talked to.

 

[Sammie]

LoriZH;20711798]No, but if you read the OP's post, they said so themselves!

To the OP, I am sorry you had to be the brunt of a CM's uncalled attitude towards you! I too would have been there the very next morning, not only call him out, but the CM who told you they would do it and the other boat Captain who said they do it. It's completely UNCALLED for no matter how many times you asked, you would have NOT asked if you were not given that information and he should have been sympathetic to your situation. He could have politely said sorry they gave you the wrong information or said he didn't have time or whatever, but to tell you blatenly what you are going to do is just ignorant and I would have told him. Sometimes I think we bow down to these people because we feel hostage to the situation. He needs another job working far away from public. Also, PLEASE IGNORE all the other comments from the people who are sticking up for this fool, hopefully someday they too will get that attitude from someone in customer service and believe me they will be the first ones to complain about it

You are welcome to believe one side of the story, I will always give each person the benefit of the doubt. I doubt you would want someone to critize you based on one side of the story.

The OP has a right to be upset with the info given to her on the phone, as to whether the Boat Driver was actually rude, or simply in a hurry to do his job and did not have time to discuss why he could not do what the OP wanted we don't know.

As to getting attitude from someone in customer service, I appreciate your wish for me to recieve that, but luckily I have never had that problem, but then maybe it is all in attitude. I am pretty easy going and not quick to over react and I don't get upset over being told No, I can't do that.

I figure on any given day, people are doing the best they can do, right then. I don't think anyone intentionally tries to upset others or be rude.

 

[Buzz2001]

Sorry about your experience. At least it was on the last day and didn't ruin your trip. You made the show too.

 

[dis-happy]

FWIW, I've been on that same boat route and the captain DID make an extra stop at Westside to let a couple off who were headed someplace (not sure if it was Le Cirgue or not) on a timeline. Sorry you had such a lousy experience, I'm sure you were close to hyperventilating over the $200. worth of tickets (I know I would have been). Glad you are writing a letter, I think it carries more weight than just a verbal complaint to a supervisor.

 

[Feralpeg]

It is unfortunate. Like it or not, there is a lot of bad information circulating around WDW. They are really not very good about passing information along to their CMs. CMs come and go very quickly and there just isn't time to train them all on everything. But, rather than appear to be unhelpful, many times they will give out bad information. I don't think they mean it to be bad. They just aren't sure. They should just say that, instead they give out what they think should be true. Guests take the word of a CM as gospel, thus disappointment. I'm sure the girl at Cirque did not mean to give out wrong info. She'd probably seen boats stop at the West Side and didn't realize that they don't run all the time.

I'm sorry the OP had a bad experience. Over time, I've learned that it is better to leave extra time when trying to reach a destination at WDW. That eliminates a lot of stress!

 

[MickeyCrazed]

Not to minimize the OP's experience, because she shouldn't have been treated that way, but...

I would have opted for the bus because I know they definately stop at the West Side.

However, it wouldn't have been as magical of an experience as the boat ride.

I used to love that boat ride from POR to DTD. It's one of the few downfalls to owning DVC.

 

[thymed]

Write a letter? Heck the next morning I would've been at the boat dock or front desk looking for a supervisor. If taking you there was not procedure and the other CM was wrong, the least he could've done was be nice about it.

I went to the front desk at POR when we returned that evening and asked for his full name and the name of his supervisor. I was told they could not give out the employee full names (I understand that). I was told to contact Transportation the next morning. I did call and spoke to a supervisor who apologized and told me that they usually do not make that extra drop off if they are busy. I told her that I did not have a problem with that but my problem was with the way the CM spoke to me and his attitude and demeanor. She said he would be interviewed and they would address the issue. I told her I appreciated that and that I would be following up with a letter.

I understand that transportation at the resort can be a nightmare. I would not have been upset had I not been told by two other CMs that this could be done easily upon request or if the boat captain CM been polite and told me there was a shuttle right at the drop off that could get me to where I had to be.

I am following up with a letter to guest relations and on up the chain . I do not talk to people with disrespect and I do not intend to be treated that way by anyone. I should also mention I have been to WDW 12 times in the last 5 years and have written quite a few letters of praise and have never made a complaint.

 

[thymed]

1) The boats have a predetermined route.
2) They do not make a stop for Cirque's dock.
3) You have to take the second shuttle from the Marketplace.
4) I wasn't there, so I cannot make comments on the Captain's demeanor.
. . . it could have been bad
. . . it could have been taken the wrong way, based upon your disappointment
. . . it could have been a little of both

1. I can tell you for a fact that we have been on the POR boats when they have stopped at Westside to drop someone off. I also checked and had my husband check that this information was correct.

2.I can tell you that I did ask politely ( because I even asked my husband if my tone or the way I phrased the question could have put off the CM)

3. I can tell you I deal with the public and I know how difficult it can be. I also know that people sometimes have a bad day. I have also tried to have patience and restraint. I can tell you his behavior will make guests not want to return.

4. I can tell you that this young man was RUDE, CONDSENDING & SMUG and I had I been someone else he might have had a different response. I did nothing but comply.

5. I can also tell you I have written many letters complementing CM's at WDW, I have NEVER written a complaint. I can also tell you that I will not drop this until I go all the way up the chain of command at WDW because he there is NO EXCUSE for his behavior

 

[FayeW]

I can also tell you that I will not drop this until I go all the way up the chain of command at WDW because he there is NO EXCUSE for his behavior

To what end? What exactly do you want to accomplish?

You got where you needed to be in time. You didn't miss picking up the tickets, you didn't have to pay out of pocket of a cab. There was no additional expense.

He was rude, but you've already spoken to his supervisor, and received an apology. I don't understand what else you want or why you think you need anything more than that. Do you want him fired? A pound of flesh? What?

 

[Disneylvr]

One of the reasons I always rent a car. I don't want to be held hostage by the WDW transportation system.

AMEN!!!

 

[kimis]

I am hopping mad this evening. I have been staying at POR for 7 days, it is our last night and I had decided to book tickets to La Nouba downtown. I called and a Cast Member helped me pick the seats and told me that the tickets ($200) HAD to be picked up at the Ticket office by 5 pm No exceptions. We flew so had to depend on resort transportation. I asked the cast member about that she said, "Just ask the boat captain to drop you off at the Westside rather than Marketplace. They will do that if you are going to see the show." We left the park at 2 pm to get back to the hotel and be ready to go early. Got to the boat dock at POR by 3:40. The boat arrived and I asked the captain if he would drop us at the Westside as we were going to La Nouba and needed to pick up our tickets before 5. He looked down his nose at me and said, "I will drop you at the Marketplace and you can walk or catch the shuttle." I told him that the cast member who sold us the tickets had said that the boats will make this drop off on the westend if you ask. I also had my husband check the day before (right after we made the reservation, he took the boat to French Quarter and asked the boat captain about dropping off at Westside and was told it could be done with no problem). The boat captain tonight would not even answer me, after he made his you will walk comment. He drove us downtown, after stopping at French Quarter. When we arrived at the Marketplace, I asked him, will you take us over to Westend ?" and he said, "No you'll get off here and take the shuttle."
We made it to the box office with 10 minutes to spare which is a little too close for comfort for me.
I would have left even earlier had I been told I had to shuttle from one side of downtown disney to the other. I really think 1 hour to get anywhere on property should be sufficent. But what really frosts me is the young man's nasty attitude and demeanor. I am not used to being talked to in that manner nor did I appreciate the snide grin on his face when he dropped us off at Marketplace. I have all his information and plan to write letters until I get some satisfaction. I have written many letters of gratitude, but this young man needs to be taught how to treat guests.

I would write a letter immediatly on returning home and mailed it certified mail. That way Disney would have to sign for it and you would know they got it. We were recent at DL and had a bad expierence and I emailed disney as soon as we got home. Withing hours I had a conformation that they had recieved my email and with 24 hours the problem was solved. If you want to email them just go to their home page and hit the button that says contact us. Good luck.

 

[thymed]

Thank you all for the replies. We did make it to the ticket window in time to pick up our tickets for the show and it was wonderful.

I do realize you are only hearing my side of the story.

To clarify:

We needed to be at the ticket office by 5. We left the parks at 2 AND we were at the POR boatdock at 3:40 waiting for the boat to downtown so I did leave almost an hour and a half to get to our destination. I run my own catering business so I do work with the public and I know that lack of planning on my part does not create an emergency for a CM (this was not the case)

As for the woman who gave me the information to take the POR boat to downtown and request to be dropped off at West Side. I have my confirmation number and her name and do plan to include that in my letter. I am not looking to get her in trouble even if she was misinformed but I would want to prevent this from happening again. She was at least polite and as far as I know trying to be helpful.
She may have been mistaken or I may have had the wrong boat driver. If her information was wrong she needs to be told not to tell guests the boats can make atop at westside. I do believe she was a Disney CM as when I called for the tickets she answered the phone something about thank you for calling WDW how may I assist you. My husband did physically get on one of the POR boats and ask that driver if they do make drop offs at westside and he was told yes they do.

The shuttle over to westside we took was another boat that did leave from the same dock where we were dropped off at Marketplace. It was very simple. We made it to the ticket office with about 10 minutes to spare. Had the boat driver said that to me when I made my request it would not have been an issue.


I was not mad at the boat driver because he could not drop us off ("told me what I did not want to hear") It was they way he spoke to me, his condesending attitude, rude demeanor and smug look when he dropped us off at the boat dock. I did not ask him a stupid question, I did not demand anything from him. I merely asked him if he would drop us at the westend dock. He was perfectly within his right to tell me it was not a deviation he could make from his schedule or course. I did not ask for his nasty behavior.

And for the person who asked what satisfaction I want (ie:do I want proof he is fired) NO, I merely intend to MAKE CERTAIN that someone with the proper authority over job security has this information and that they do address the issue with the boat driver so that he does not treat another guest in that manner. I want him to know that I issued a formal complaint. As someone else in these posts pointed out if he has done it once, he has probaby done it in the past and will most likely do it again.

I want to make sure that my complaint goes on record and if it continues to happen then he would deserve to lose his job. I commend Disney for the job they doing moving people all over their property. I am impressed with the vast majority of CM's who are kind and polite and smile even when guests get testy or rude. I have spoken with and complimented many CM's and most do love their jobs. Because most CM's are great it does not mean they all are and the outstanding ones deserve praise and the bad ones need to weeded out.

Thanks for reading and all the replies!!

 

[savannahjean85]

To what end? What exactly do you want to accomplish?

You got where you needed to be in time. You didn't miss picking up the tickets, you didn't have to pay out of pocket of a cab. There was no additional expense.

He was rude, but you've already spoken to his supervisor, and received an apology. I don't understand what else you want or why you think you need anything more than that. Do you want him fired? A pound of flesh? What?

amen I agree, for one mistake you want this kid to lose his job. come seriously he has a real life he may have been having a bad day, if he is coached and learns from his mistakes great; but to push for a firing is just heartless. to compromise someone's livelihood because they put a kink in your plans is just mean. yes i understand his attitude is were your problem lies hopefully he will learn to not be rude in tone next time, it is something that takes time when working with the public. to write a letter about every last person involved is just crazy to me, i have way better things to do than dwell on something for so long.

 

[maxiesmom]

So you want to get someone fired over the tone of their voice? That seems a bit much. Maybe he didn't realize that he had a tone. The tone of your voice is so subjective. Don't get me wrong, I am not against complaining, but writing numerous letters over someones tone of voice seems overkill.

I can't help but wonder if part of the reason for his attitude is because he told you he wouldn't drop you off at the westside before you boarded the boat. Didn't you believe him the first time you asked?I'm not trying to be snarky, but he did tell you he wouldn't before you got on the boat.