DAS Disappointment

[Grammy4Lizzy]

My DH and I went to DL last week for the after hours event. We bought tickets for 2 days plus the party. We both use scooters. He has a hard time standing more than a few minutes at a time.
We got a tregular fast pass for Haunted Mansion. We get to the gate and there is a mob standing around the CM. She proceeds to yell at all the people on scooters along with their companions to " go over here to the right".Okay we do that and then she lets in many fast pass holders to the line. After 5 minutes she then starts letting in the scooter and chair people. We go into a seperate line, put our scooters away after the CM says can you walk a little way? Yes DH can walk a little. So we then get in the growing room, then we have to walk along side the crowd waiting to get on the ride. Very tightly packed.
We get to the loading zone and the CM running the ride ignores us. The CM that escorted us leaves.The ride is going full blast. People are having a hard time getting in their buggy. Some have to go back an try over again. Some are stumbling. They are loading 3 grown adults per buggy. Very uncomfortable. The whole time the CM is screaming "get in your car fast, quicker. Hurry Get in your car". 15 minutes later, I walk over to the CM and ask to be escorted out as my DH can no longer stand and wait. She says "I will be over in a minute." Well it was 5 more minutes. Then she stops the ride lets us load up 4 buggys. All you do to show it is a Handicapped buggy is a velcro patch. She could have done this anytime in the last 20 minutes.
We ride and then she yells at us again to hurry off. She treated all of us like we were trying to get something for nothing and we did not deserve to be treated with respect.
I have never been treated like this at DL or WDW. I have been going to DL since 1955. This CM was the absolute very worst I have ever seen. We were going to complain at GS, but their line was 15 to 20 people long.
Sorry this is so long, but I needed to rant about this.

 

[Malcon10t]

My DH and I went to DL last week for the after hours event. We bought tickets for 2 days plus the party. We both use scooters. He has a hard time standing more than a few minutes at a time.
We got a tregular fast pass for Haunted Mansion. We get to the gate and there is a mob standing around the CM. She proceeds to yell at all the people on scooters along with their companions to " go over here to the right".Okay we do that and then she lets in many fast pass holders to the line. After 5 minutes she then starts letting in the scooter and chair people. We go into a seperate line, put our scooters away after the CM says can you walk a little way? Yes DH can walk a little. So we then get in the growing room, then we have to walk along side the crowd waiting to get on the ride. Very tightly packed.
We get to the loading zone and the CM running the ride ignores us. The CM that escorted us leaves.The ride is going full blast. People are having a hard time getting in their buggy. Some have to go back an try over again. Some are stumbling. They are loading 3 grown adults per buggy. Very uncomfortable. The whole time the CM is screaming "get in your car fast, quicker. Hurry Get in your car". 15 minutes later, I walk over to the CM and ask to be escorted out as my DH can no longer stand and wait. She says "I will be over in a minute." Well it was 5 more minutes. Then she stops the ride lets us load up 4 buggys. All you do to show it is a Handicapped buggy is a velcro patch. She could have done this anytime in the last 20 minutes.
We ride and then she yells at us again to hurry off. She treated all of us like we were trying to get something for nothing and we did not deserve to be treated with respect.
I have never been treated like this at DL or WDW. I have been going to DL since 1955. This CM was the absolute very worst I have ever seen. We were going to complain at GS, but their line was 15 to 20 people long.
Sorry this is so long, but I needed to rant about this.

They have a specific set of buggies they use for HA entry. They do this so you all load and unload in one cycle. The escort should have explained this to you. I want to say the buggies are 5-12. There are 131 buggies, so you can watch the number to see how close it is. I'm sorry she yelled. I have never had this experience, they have always been so nice loading and unloading. I am surprised it took 20 mins to load you as that is over 2 full cycles of the ride, as the ride is only 7 mins long. I have never had that happen. Generally, they have us enter the elevator last as they escort us up the side of the hallway. We always get told about waiting a few minutes for the HA buggies (a couple of the buggies have a section removed to add a slide board for those needing it to transfer form a WC. Usually, they stop the ride, unload the HA riders, load the next set, and it is off again. My usual wait time is 5 mins. The velcro Bat is used to show the person unloading the buggies to know you will be riding back to the loading area.

If she was yelling at you, you can still report her. They can check what was happening at the load area to see why she was doing this.

 

[Nonsuch]

Last month we were told ECVs are no longer allowed inside HM, reportedly someone rode one all the way to loading belt.
Wheelchairs are now available at the entrance (at the ramp just before entering the mansion), so guests on ECVs may transfer to a wheelchair.

 

[gottalovepluto]

https://disneyland.disney.go.com/help/email/

Disneyland Guest Relations reads the feedback they get, I highly encourage you to let them know what happened. Your experience is not ok. I know someone like your DH and that sort of thing would have had the potential to destroy his entire trip with the physical problems that result in him standing in one place for 20 mins. I get scared thinking about it! Not ok. Definitely unnecessary. So sorry you had to go through that. CMs have the ability to pause & slow the ride, opting to yell at guests instead (special needs guests at that!) totally not ok.

*Fwiw, I have never experienced what you described at HM, never. Backed up? Yes. Running quick? Yes- but not so fast multiple people were missing their buggies and never had a CM screaming at people! Things sound completely out of control from your description. If you decide to submit feedback I would try to include the date and approx time you were at HM if you remember so if Guest Relations looks into it they have somewhere to look.

**Guest Service lines in the park are ALWAYS too long for me, online all the way for both complaints & compliments

 

[theluckyrabbit]

So sorry this happened to you and your DH. Please send in a comment. Be as specific (date, time, circumstances, etc.) as possible and as unemotional as possible (difficult, I know, but the people reading your comment -- and it may go to several different departments and desks -- need clarity and detail, not venting to deal effectively with the problem at hand). Be as specific as you can with the description of the CMs (gender, hair color/length/curly/straight/etc., glasses, etc.). Tell exactly what happened, how it made you feel, how it affected your experience and trip, and how things could have been better or resolved. Disney does read these comments and takes them very seriously. Leave all the contact information requested and don't be surprised if someone gets back to you about this.

 

[Grammy4Lizzy]

Oh I know the name of the CM.

 

[Grammy4Lizzy]

Thank you all for the advise. I will be contacting GS today.

 

[Niltiac]

I once visited DLR while I was temporarily in a wheelchair. 95% of rides were handled smoothly with clear directions - but not HM. HM was so bad I have already decided if I have to use a chair again I won't ride it.

Like you, I was sent up the path and then they asked me if I can make it up the few steps onto the patio. They didn't even ask me if I could handle standing for the indoor portion of the queue, but I have been on this ride before so I knew to expect it (but they really should warn you). I was not escorted up, and no one explained what was supposed to happen next. It wasn't until I was already on the ride that I realized I didn't know how I was supposed to get back to my wheelchair at the end. But I stayed calm assuming that they would have someone bring it to the exit like they do for a few other rides. We didn't see it at the exit, so we walked outside and looked around, but there were no chairs waiting. So we went back inside to ask the CM at the ride exit, but she was really busy so it took a long time to get her attention, and she didn't know where we were supposed to go. We went back outside, and by then I really needed to stop walking around, so I sat down on the ground. Finally my partner went into the queue through a side gate meant for CM's, found my chair where we had left it in the queue, and carried it out the side gate to me. To this day I have no idea how we were supposed to get the chair back without walking all the way back through the queue, which defeats the purpose of allowing you to bring the chair into the queue in the first place.

 

[Malcon10t]

Hi Niltiac - When you exit out the ride, you go in the gate to the right, and your chair/scooter is there. You then take it out the chained exit. You are right, they should tell you. Normally, they comment "You can park your scooter over there and it will be there when you exit" but I can see the confusion if you don't know how to get back "there".

And I do love their "Can you walk a few steps?" As an issue I have is advancing, I'm going to start having to say no. I have some balance issues, and we are noticing the walk thru the hallway in the dark is becoming a major balance issue. My kids have learned to block behind me as some people and kids push up too close and i do lose my balance.