Disappointment

[Coach Rick]

I have always been a huge supporter of everything Disney, however I do have to report some disappointing actions this time. I have witnessed the total "rudeness" of Disney Cast Members for the very first time. I have seen them actually yelling at people to move. Yesterday as I sat in the back row with my mom and dad at MGM right at the performance of Beauty and the Beast a cast member came to me as I was video taping the show and loudly proclaimed I was not allowed to use a tripod there that I had to move back "NOW". That totally ruined my recording with his big mouth now in place of Belle. He could have at least waited until the end of that song, after all I had been sitting there taping at least 15 minutes to that point. Then at Rock-In Roller Coaster, my brother in law asked if the sign meant it was 30 minutes from the point the sign was, or the line, which was not yet visible. The CM pointed to the sign, and very sarcastically said "that's what it says". There were a couple of other incidents throughout the day. I did visit guest relations on our way out, and the CM there seemed genuinely interested in what we had to say. I did approach him more as a concerned Disney Nut than a disgruntled tourist, and he as very appreciative of that. I made it clear I didn't want anything from them, just wanted to report something I hope and pray not to be a trend. I guess I am letting you all know this because if you see something like this it is almost a duty to report it to keep Disney what Walt meant it to be, a truly magical experience! I will report more later as we only have two days left of our ten day trip!

 

[Feralpeg]

I'm sorry to hear that happened to you. I have also noticed some short tempers as far as CMs are concerned recently. I really think a lot of it is the heat. Many of them are out in it for hours with very few breaks. It has been so miserably hot here lately. My sister is a CM. They don't get normal breaks every so many minutes. Their breaks actually come up on a computer screen. They can only take breaks when the system tells them to take one. Sometimes her breaks are scheduled out fairly evenly. Other times, she will go for hours without a break and then get another one is an hour. Strange system.

 

[PixieDust32]

Oh sorry about that, but you're right,we had a couple issues too with CM, not all of them, some CM were really nice and friendly.

About the tripod we did had the same problem, we were walking to fantasmic and DH had the tripod on his hand and all a CM (lady) yelled as we walk by her, "YOU CANNOT USE A TRIPOD IN THERE".

Also on our 3rd day we went to the MK and my family went ahead of my at the ticket check machines i was on a different one and for some unknown reason my card was denied, the CM screamed at me "THIS IS NOT YOUR CARD" everybody turned their heads to me, it was embarrassing, i put my fingers again and scanned my card and same thing, she was " I"LL LET YOU IN, BUT THIS IS NOT YOUR CARD" i tried to tell her that it was my card, she didn't let me talk and told me GO GO GO, she was so rude! DH asked her if we needed to go some where to have my card check, and she said " I DON'T KNOW!! DO I LOOK LIKE A MANAGER"?

 

[Chicago526]

Yikes! Must be the heat! Not that it's an excuse, it's always been hot in the summer down in WDW. I think the other problem is that "it's so hard to find good help these days". WDW has a lot of competition for employees, I don't think they can be as picky as they used to be, or can afford to let go less than "happy" cast members.

Good for you for saying something though. If the big wigs at WDW don't know what's wrong, we can't expect them to fix it.

 

[jellybean]

Funny, this past trip we took in May was the first time I have ever encountered an unfriendly CM. My parents came with us to Disney, we always went to the parks together, never seperated. We went into Magic Kingdom at 8:30 a.m. we had reservations for Crystal Palace. My father's card didn't work, it said he had just recently entered and he couldn't re-enter for a certain period of time. Well the park didn't even open until 9:00, so I don't know what they thought he would have been doing. The CM called over a manager, she insisted he already entered and couldn't get in. We had just all walked from the monorail to the entrance together - she fought with us for 5 minutes before letting us in, but still insisted he entered. Even after telling her time and time again we just walked off the monorail. Meanwhile the rest of us (DH, DD 11, DD 8, DS 5 and my mother) all walked right in. Well as it turned out something was wrong with the card - we found out when we went to get FPass and his didn't work. Meanwhile I wanted to go back and complain about that oh so nasty CM, and I could kick myself now because I didn't. Oh well, can't always be magical I guess.

 

[PixieDust32]

Funny, this past trip we took in May was the first time I have ever encountered an unfriendly CM. My parents came with us to Disney, we always went to the parks together, never seperated. We went into Magic Kingdom at 8:30 a.m. we had reservations for Crystal Palace. My father's card didn't work, it said he had just recently entered and he couldn't re-enter for a certain period of time. Well the park didn't even open until 9:00, so I don't know what they thought he would have been doing. The CM called over a manager, she insisted he already entered and couldn't get in. We had just all walked from the monorail to the entrance together - she fought with us for 5 minutes before letting us in, but still insisted he entered. Even after telling her time and time again we just walked off the monorail. Meanwhile the rest of us (DH, DD 11, DD 8, DS 5 and my mother) all walked right in. Well as it turned out something was wrong with the card - we found out when we went to get FPass and his didn't work. Meanwhile I wanted to go back and complain about that oh so nasty CM, and I could kick myself now because I didn't. Oh well, can't always be magical I guess.

Me too, I didn't complained about her, i guess i didn't wanted to get upset and spoil our day.
And BTW my card worked perfect the rest of the days!! weird!

 

[eeyore45]

My first thought was this was another "joke" thread...

then I thought of the posts on the disABILITY thread that discuss how many CM's are rude to guests with disabilities, very sad indeed,, to make someone feel so belittled.

Thanks Peg for posting the infomation from a CM's point of view, and many of us feel that the good, and magical CM's do outweigh the few "stinkers"...

 

[ForTheLoveofDisney]

Just wanted to say that we too, unfortunately, experienced some less than stellar performances while visiting this past week. One time is when we were getting off the Tower of Terror and a family, instead of turning right to exit the ride, walked straight off and down the way and a CM yelled "Uh, you're going the wrong way." So the family stops and says, "Oh, which way are we supposed to go?" And the CM says, "Under the big sign that says EXIT!" Honestly, a simple cheery "Sorry folks you're headin' the wrong way. Please exit this way." would have sufficed. Another time is when the rides were closed due to thunder and lightning storm. Well, the storm had passed and we were seeing blue skies but the ride was still closed. Now, I fully understand that the CM's CANNOT operate the ride until they are given the go ahead but people were coming up and asking when they thought they were going to start up again and the girl CM that was standing there was really starting to get snippy by the time the 15th or 20th person asked (I know because we were one person away from her because we were going to stand on line until it opened) when she thought the ride would open. She would say "I don't know, I have noooo idea when it will open." "Sorry, no clue." Now, wrote out it doesn't look too bad but her tone was atrocious. I understand that by the 15th time you may be tired of answering the same question but give me a break people! This is the job that the CM's chose. I work as a sales associate for Bath and Body Works and I have no patience for less than good customer service. I, like the CM's, choose to work with the public and it's my job to suck it up when I'm having a bad day and put on my game face for the public. I'm not just pointing fingers, I do the same kind of work and a little patience, kindness and a calm voice go along way with people. Sure, I get jerky people too but that still doesn't change the way I treat other people.

But, I also have to say that for these two cast members who were less than "Disney" I have a whole list of CM's who made my trip magical. . . like Keri who wished us "Welcome Home" and a warm smile everytime she saw us when we came up to the hospitallity house at OKW. Randy and David bell services CM's who worked everyday of our trip and joked around with us when they saw us. Abigail and Melanie (front desk CM's) who went above and beyond at helping me get my purse back when I left it on the bus one day. Bill from MA a super nice bus driver and Wayne from bus services Epcot who also helped me track down my purse. Hector, a bus driver, who genuinely loved his job. Hector loved his job so much that he was trying to talk DH into coming down and working for Disney and he seemed like he was ready to drive us over to casting himself. And many others whom I didn't catch their names but they were all great at Makin' Magic for us guests.

Sorry to go off in another direction there but I orginally wanted to post to say I know what you mean.

 

[disneypofq05]

On our last trip down to Disney, we ran into some very rude cast members. While walking in Epcot two girls selling light up things said that the only people that go to Disney are "crazy and should stay where they belong." Another CM at Magic Kingdom told us it was a "waste to come to Disney and we should never come back." There were many other comments like this.

Overall, I have to say the majority of people were very nice. But the few rude ones ruin it.

 

[alicenwonder99]

One could go an entire trip or two (or three), and never encounter a "bad" CM, then that one time you meet one, you never forget it. The first time I went to a Disney park, I was blown away at how nice and kind ALL of the CM's were. You just don't get that kind of respect/service from anywhere. During our last trip in January I didn't meet a rude CM, but I did see a CM roll her eyes at someone else. It was just a small gesture, and I'm sure no one noticed it but me, but I'll never forget it. It left a bad feeling.

Mary

 

[jezebella]

Wow!! A lot of bad CM's appears in mgm. The best thing to do is get their names and write a letter about this. My dad is one of the managers over attractions there and I know would absolutely not take lightly CM's working for him treating guests like this.

 

[TB'sWidow]

Fortunately I have not had to many bad CMs but when I have I usually call them on their bad behavior in front of other guests they ususally back off or apologize and if I had to I would get someone in authority to step in I haven't ever been pushed to that point. I just cannot abide rude employees anywhere

 

[AprilLizbeth]

I agree it is guests responsibility to report nasty treatment by CMs. I do not agree with ranting at guest services or ruining someone else's vacation by complaining, especially to someone who cannot do anything about the situation. I just think as adult guests we should let management know, so that it can stay a magical place for everyone to visit.

 

[mmouse52]

Working with people can be challenging. I worked 30 years customer service as a manager in a large company. Taught customer service. Went to work for dis at one of the stores and started at a salary that could not be believed. I loved it and did it because Service is engrained in me however to find younger people without business savvy can be difficult especially when Wal Mart pays so much more. No excuse, I realize but I found lack of pay a pay increase at the end of a year for 19 cents is a little hard for a lot. Dis needs to hire die hard dis people who want to work regardless of the pay, lack of breaks, no appreciation etc. The over 50 people. LOL.

 

[Pinnie]

Coach Rick,

It's sad to read about poor customer service. This past Sunday morning, we were due to check out of SSR. We forgot to hang the "Do Not Disturb" sign on the door. Sure enough the maid was knocking on the door at 8:00 to see what time we were planning on leaving! Lucky for her we were already up and packed and getting ready to head to the Poly for breakfast!

OT: DCI finals ROCKED!

pinnie

 

[LindsayDunn228]

Eeyore,

I have been to WDW many times and have never encountered a rude CM. I am a paraplegic and have only nice things to say about the CMs (knock on wood).

 

[Mouselander]

Oh well, can't always be magical I guess.

WHY NOT? The magical experience was Walt's dream. It is what we save all year and pay big bucks to experience. Personally, the Disney Magical Experience is dimished more each year. My family of five have gone 7 times since the fall of 1999 and have reservations for this fall. We have seen many changes - all bad, since our first visit. Our first two WDW vacations were much more magical than we expected. In one night the Kingdom was transformed from everyday to Christmas! ALL Cast Members went out of their way to be friendly, helpful, and they did everything to help us experience the magic. Everything started changing after 9/11. I can certainly feel for the Cast Members who aren't paid nearly enough, have their insurance costs increase at the same time benefits decrease, and who have personally experienced the horrors and personal property loss of the hurricans that have hit Fl last year and now this year.

I believe the problems lie with the Disney Company. They seem to put Walt's dream on the back burner while they fail at retail outlets, try (unsuccessfully, in my opion) to be a travel company, Hotel/Resort Business, Banking (Disney Card), and other non-disney related businesses. They should honor and expand upon Walt's Dream. Further, they should run their Hotel/Resort Business like other major companies with reliable and better benefits. One shouldn't have to wait to learn what benefits are available.

 

[Rizel]

I work in a movie theatre where our motto is "the guest is why" I"d have to say that most of the time all the workers there are really friendly and outgoing however, when it's been a long day and we've had a bad guest experience (Ie, being yelled at for something because the lineupfor the movie is long, even though we repeatly told you that there would be a lineup) it's difficult to keep smiling. Everyone has there bad days right? and i think disney cast members are no different. On some days i feel like going above and beyong for everyones needs and some days i just don't feel it. And i dont work in the hot sweltering sun. xD

I'm really sorry though that you guys had that kind of experience.

 

[Aurora borealis]

I believe the problems lie with the Disney Company. They seem to put Walt's dream on the back burner while they fail at retail outlets, try (unsuccessfully, in my opion) to be a travel company, Hotel/Resort Business, Banking (Disney Card), and other non-disney related businesses. They should honor and expand upon Walt's Dream. Further, they should run their Hotel/Resort Business like other major companies with reliable and better benefits. One shouldn't have to wait to learn what benefits are available.

I agree. Although you will always find a rotten egg in the bunch no matter how great you are, if you treat your employee's like royalty they'll do your company justice because they believe in what you stand for. If you can't make THEM believe in Disney magic, how do you expect them to make the patrons of WDW believe in Disney magic?!? Ok, I'll close my business practices textbook now.

 

[momof2inPA]

A nasty CM yelled at my kids as we were entering AK; she wanted them in a different line. She's lucky I was feeling patient that day, and it was terribly hot.

To be honest, I was just as shocked by how nasty the patrons were to their kids and to the CM's. One lady at Blizzard Beach kept yelling at a poor lifeguard from Turkey because her kid was too tall to ride the tube slide in the kiddie section. First the men in her group yelled at the guy, then she did. The CM (who was very cute by the way) remained pleasant and held his ground. Poor guy.

Then, there was this nasty lady who wanted her kids in front of everyone for the parade, even though all the other people had been waiting for a good 45 minutes. Anyway, all the adults let the kids up to the front. Then she put her giant teenager up front, and right before the parade started she, the mom, sat up there, practically right on top of my son. Hey, at least all the characters ignored her and her kids and shook my kids' hands. Served her right.