DISappointed

[caselaw3]

Hi all - I just wanted to put this out there because I am very disappointed with the way Disney has handled my situation.

On Friday the 13th my family and I were at Epcot. We got on the tram to get back to parking....we had two sleeping children, our double stroller, and our backpacks...in our seat was a young girl with her infant in an infant seat and another woman in her party (seated near one of the exits). The Tram stopped at our parking area and my husband attempted to get off while carrying our mostly sleeping son in his arms....before he could get fully off the tram it started moving (fast) despite the fact that all the passengers in our car and the adjoining car were screaming stop...

the tram dragged my husband and my son for about 5-10 feet before my husband was able to roll away from the door and escape. My son and daughter were both terrified. The door of the tram caused some damage to my husbands already damaged knee.

We contacted security in the parking area and they told us to tell the hotel concierge and they would look into the issue.

My disappointment comes from the fact that when we called to see if they would at least cover the co-pays for the doctor visits, Disney's response was a snotty "are you going to sue us.." of course we are not going to sue them...we love disney....but they could have at least apologized....which they did NOT do and they could offer to pay for the doctor visit...which they did NOT do....

I just read someone else on here getting $150 credit because they couldn't get in their room for 30 minutes....my husband is hurt and my kids are scared and I can't even get an apology!!!!!

end of rant....

thanks for listening

 

[Disneylover99]

That is terrible.

 

[caselaw3]

That is terrible.

All I really wanted was for someone to call the room and say they were sorry that it had happened...but what I got instead was an attitude when we called (which we were told to do by the concierge) to open a case so my husband could go to the doctor (I have insurance so I didn't forsee any problems but the concierge said that was standard practice). Security was supposed to look into the incident and get back to us - we never heard another word. The concierge was nice enough but wasn't on again our entire stay so even though there was supposedly a note in our file...nobody seemed to have any idea what I was talking about....

 

[kirstenb1]

I hear you. So often all you want is a simple acknowledgement and apology for a bad situation. It's frustrating to "feel like a number", instead of an individual. I hope your dh is doing well.

 

[Gorechick]

From what I've read here on the boards, if Cast Members apologize then they are admitting guilt in a situation. They don't want to admit guilt because then they are liable. I'm not saying its right or wrong, just sharing what I've read.

 

[davedmaine]

Hi all - I just wanted to put this out there because I am very disappointed with the way Disney has handled my situation.

On Friday the 13th my family and I were at Epcot. We got on the tram to get back to parking....we had two sleeping children, our double stroller, and our backpacks...in our seat was a young girl with her infant in an infant seat and another woman in her party (seated near one of the exits). The Tram stopped at our parking area and my husband attempted to get off while carrying our mostly sleeping son in his arms....before he could get fully off the tram it started moving (fast) despite the fact that all the passengers in our car and the adjoining car were screaming stop...

the tram dragged my husband and my son for about 5-10 feet before my husband was able to roll away from the door and escape. My son and daughter were both terrified. The door of the tram caused some damage to my husbands already damaged knee.

We contacted security in the parking area and they told us to tell the hotel concierge and they would look into the issue.

My disappointment comes from the fact that when we called to see if they would at least cover the co-pays for the doctor visits, Disney's response was a snotty "are you going to sue us.." of course we are not going to sue them...we love disney....but they could have at least apologized....which they did NOT do and they could offer to pay for the doctor visit...which they did NOT do....

I just read someone else on here getting $150 credit because they couldn't get in their room for 30 minutes....my husband is hurt and my kids are scared and I can't even get an apology!!!!!

end of rant....

thanks for listening

I don't get it; why wouldn't you sue them? You'd certainly be well within your legal rights and it seems very justified. Yes, accidents happen, but this does sound like one caused by Disney.

 

[SEA333]

Really, who cares about an apology from people who were not there at the time of the accident and weren't the people involved in it? I hate when a person who obviously has nothing to do with the incident and couldn't care less gives me a half-hearted, apathetic, rote apology because it is "expected".

I would have appreciated a huge apology from the tram driver, though!

The best way to get what you want is to ask for it. Ask for a manager, state what happened without opinions or complaints, and state what you would like done about it:

"We were getting off of the tram, and it started moving before my husband could get off with our sleeping son. He was dragged for approx 10 feet before he rolled free, giving him bruises and injuring his bad knee further. We feel he needs medical attention and we would like to know what the procedure is for these types of incidents. We want to make sure he is OK before we do anything else, and we would like to know what our options are as far as being compensated for any medical bills or lost park days due to this happening."

 

[MSSANDRA]

I absolutely would file an incident report. It really just makes legal sense. You were hurt on WDW property and it was due to a mistake of a CM. You had to pay co-pays and you may have further bills or lost wages. I don't know if it is too late now to file or not, but I would check to see. The driver should have done the same but doubt he did. It's not like you are saying WDW should give you a million dollars because they made a mistake but they should make things right for you.

 

[usnuzuloose]

From what I've read here on the boards, if Cast Members apologize then they are admitting guilt in a situation. They don't want to admit guilt because then they are liable. I'm not saying its right or wrong, just sharing what I've read.

It is sad, but it is true. That goes for any company. Employee's are instructed to never apologize.

 

[wishesuponastar]

I'm so sorry your DH got hurt and your children terrified. I would definitely file an incident report right away and get Disney to pay for copays and lost park days. I hope your DH is feeling better and not in any pain. What a shame they did not apologize.

 

[2Pirates2Princesses]

I'm sorry to hear that this happened to your family and hope your DH and kids are okay. That kind of response from Disney would leave a bad taste in my mouth too; I'm not sure what I would do. We had our first experience riding the parking lot trams on our trip this past May and from what I remember a CM always made sure everyone was on or off the tram and that the doors were latched before the tram started to drive off so there is no excuse for what happened to your family.

 

[buzznina]

Have you contacted guest services? If not I would definitely send them an email WDW.Guest.Communications@disneyworld.com
We did actually get an apology out of WDW and the common denominator to our stories is the monorail A few years back we and a bunch of other folks were stuck on it for over 3 hours in the middle of the night, as soon as I got home I sent a factual and not mean email to guest services and actually called me to discuss the issues and did a very good customer support job. Maybe you can have the same kind of service, good luck.

 

[mjkacmom]

From what I've read here on the boards, if Cast Members apologize then they are admitting guilt in a situation. They don't want to admit guilt because then they are liable. I'm not saying its right or wrong, just sharing what I've read.

I think that's the case with any company - it's a liability issue.

 

[caselaw3]

Thanks guys! I sent them an email not sure what email address but I will send another one to that email. I was very surprised that nothing was done or said but I guess that's life...

 

[pigletgirl]

Thanks guys! I sent them an email not sure what email address but I will send another one to that email. I was very surprised that nothing was done or said but I guess that's life...

What do you expect in return? Things happen. You cannot let this incident take over your lives.

I hope you aren't trying to get a free trip or something out of this...

 

[brockash]

What do you expect in return? Things happen. You cannot let this incident take over your lives.

I hope you aren't trying to get a free trip or something out of this...

I'm guessing she, just as any other normal person would expect a business, especially Disney to show a reasonable amount of concern and to give a rather large apology. Really, this situation could have ended so much worse for all involved...including Disney.

 

[Viva Las Disney]

I've read a few comments that Disney employees are taught not to apologize and I can't understand that logic.

I work in a major casino in Las Vegas and one of our core principles is to apologize and solve the problem. We are specifically taught to apologize when we receive a complaint, try to find a solution, and if we can't solve the problem to escalate it to a manager or security or someone that can address the problem. Not apologizing would be a terrible company policy.

We never admit guilt but that is different from never apologizing.

 

[Viva Las Disney]

OP, I'm shocked Disney didn't address it better but can tell you as someone that deals with guests on a daily basis as soon as you mentioned paying co-pays I wouldn't have said another word and would have gotten a manager and security involved. I guarantee at my company just mentioning a lawsuit with a hurt guest would result in immediate termination.

I do have to ask, are the trams at WDW different from the ones at DL? I thought they all had closing doors that had to be closed before the tram could move, I also thought they all had a 2nd "driver" at the back that had to give the all clear before the tram could move. I just can't picture how this could even happen with the safeguards in place (but I've only been on the DL trams).

 

[bumbershoot]

I do have to ask, are the trams at WDW different from the ones at DL? I thought they all had closing doors that had to be closed before the tram could move, I also thought they all had a 2nd "driver" at the back that had to give the all clear before the tram could move. I just can't picture how this could even happen with the safeguards in place (but I've only been on the DL trams).

Doors were added at WDW around the same time they were added at DLR, and for the same reason. The realization that not having doors was incredibly ridiculous of them and literally an opening to disaster.

I don't know that any of them have the setting where they CAN'T move if a door is open, not even at DLR, but they aren't supposed to be moving.

And as far as I have noticed, the WDW trams have a second person at the back who is communicating with the driver.

Thanks guys! I sent them an email not sure what email address but I will send another one to that email.

Good.

What do you expect in return? Things happen. You cannot let this incident take over your lives.

I hope you aren't trying to get a free trip or something out of this...

Things like this DO NOT happen and SHOULD NOT happen. That's the whole reason they put the doors on, so people didn't have problems like this. Several years ago a woman was sleeping on a tram, she started to fall, her sister tried to pull her back and fell out. That woman is brain damaged now and requires 24 hour a day care.

They have safety features and procedures in place so this does not happen.

Honestly the OP DESERVES a free trip for this. Her husband and/or son could have been killed or permanently damaged from this. It should never have happened.

In the case of the woman from the DLR tram incident, it was in trial when Disney finally settled. No one knows to what amount other than the parties involved. Disney is probably lucky in their case because they live in China where perhaps care isn't as expensive as in the US.

 

[EKW]

I think the CM who asked "are you going to sue" was tipping you off. You want Disney to help? Have a lawyer contact them. It seems their unstated policy is to not respond to injury reports unless a lawyer is involved. I'm not a litigious person, but when the company says to you that this is the only way they will respond, it doesn't leave you any options.