CheshireCatt
Earning My Ears
- Joined
- Dec 3, 2014
- Messages
- 3
Where has simple human compassion gone for people who pay for and attend entertainment venues? Not to Disney's Guest Relations in the parks, that's for sure.
On November 19, 2014, I took advantage of the wonderful weather by going to Disney's EPCOT. The guest count was low so I didn't have to navigate through crowds. That is important because I am disabled; I cannot walk for more than a few minutes on level ground at a time without hazarding a fall. As I completed a long circuit of the World Showcase with many and several stops, I came to the stark realization that I could continue to walk without causing serious and painful damage to my legs and back. I took a chance for help at Guest Services fully expecting a human to human moment full of understanding and the desire to assist on the part of the cast member. The story was fairly well told in the email that I sent to Disney Guest Experience Services and is included next.
Hi, Miss Emily, how are things? (I sent the email to Miss Emily, a cast member who had on a previous occasion been extremely helpful and considerate - she is no longer in this position and I can only guess that is so because she was helpful and considerate).
I apologize for writing to you, but you see you are the only Guest Relations person who has shown me kindness and understanding. Today at EPCOT I went by myself to enjoy the cool weather and beauty of the park. I decided to walk (slowly and carefully) around the World Pavilions and took pictures as I went. Unfortunately, I overestimated my strength and abilities and was in a lot of pain by the time that I reached the fountain by Spaceship Earth. I hobbled to Guest Relations and spoke with an elderly gentleman (Richard?) at the entrance and briefly explained my situation, concluding with a request for a wheelchair escort to my car that was parked in handicapped because I didn't think that I could make it on my own. He replied that he couldn't help me, that they would never push a guest in a wheelchair and would I like to rest on a bench before continuing on. That was around 1:35-1:40ish p.m. today.
I was quite taken aback. I do not ask for help unless I need it and was flatly refused by a representative of Guest Relations when I was very obviously in distress. I left feeling frustrated, humiliated and in a lot of physical pain. Where was the compassion? Isn't Guest Relations supposed to be the face of the Disney Parks and Resorts? Does this experience mean that I am not important to the Walt Disney Parks and Resorts? I can't help but feel that there is an underlying prejudice against disabled persons, or perhaps it's just me? I was dismissed out of hand.
Fortunately (for me), I stopped by the wheelchair rental place and repeated my plight again to the two women by the wheelchairs and strollers. Seema immediately offered to wheel me to my car. Thank God for Seema. I could not have made it out to my car without her help. She was kind and considerate. She engaged me in conversation and was actively interested in my well-being. Perhaps she had a different training experience than Richard? I am entirely grateful to Seema for her help when Guest Services denied it to me. I really don't know what to make of what qualifies for "service" from Guest Relations.
If I may be candid, I was in tears by the time I walked away from Guest Relations from pain and humiliation. It took me at least seven minutes to get to the wheelchair rental. I hope never to be subjected to this kind of treatment.
I welcome your thoughts. Sincerely, etc.
I received a phone call today, December 3, 2014, in response to my email from Brianna - Guest Experience Services Representative. She supported the lack of help from the aforementioned cast member stating that is was and is a safety issue for a cast member to push a guest in a wheelchair. Any hope of having a human experience conversation was not to be had from Brianna. Unfortunately, the cast member, Seema, who was very kind and considerate by providing me with a wheelchair and an escort to my car will probably be brought to task for helping me. I thought that I was giving her a high compliment - silly me.
So, I'm curious: What part of pushing a guest in a wheelchair falls outside safety guidelines? Do they actually NEVER push a guest in a wheelchair - my guess is no. Is this really a liability issue in disguise? If so, then is any guest with a disability finding themselves in a position of distress and unable to walk from the park to their car out of luck? Indeed you are if you find yourself needing a human moment with any Guest Relations staff member. I asked if there was someone that I could speak with about this policy and Brianna replied that she could mention it in a meeting but it was unlikely to change anything. Another great failure on the part of Disney's Guest Experience Services Relations.
Thank you for the opportunity to share a disappointing disabled guest experience.
NOTE FROM MODERATOR: I removed the individual CM's desk phone number. Since we do not have her permission to post it in a public forum, I removed it
On November 19, 2014, I took advantage of the wonderful weather by going to Disney's EPCOT. The guest count was low so I didn't have to navigate through crowds. That is important because I am disabled; I cannot walk for more than a few minutes on level ground at a time without hazarding a fall. As I completed a long circuit of the World Showcase with many and several stops, I came to the stark realization that I could continue to walk without causing serious and painful damage to my legs and back. I took a chance for help at Guest Services fully expecting a human to human moment full of understanding and the desire to assist on the part of the cast member. The story was fairly well told in the email that I sent to Disney Guest Experience Services and is included next.
Hi, Miss Emily, how are things? (I sent the email to Miss Emily, a cast member who had on a previous occasion been extremely helpful and considerate - she is no longer in this position and I can only guess that is so because she was helpful and considerate).
I apologize for writing to you, but you see you are the only Guest Relations person who has shown me kindness and understanding. Today at EPCOT I went by myself to enjoy the cool weather and beauty of the park. I decided to walk (slowly and carefully) around the World Pavilions and took pictures as I went. Unfortunately, I overestimated my strength and abilities and was in a lot of pain by the time that I reached the fountain by Spaceship Earth. I hobbled to Guest Relations and spoke with an elderly gentleman (Richard?) at the entrance and briefly explained my situation, concluding with a request for a wheelchair escort to my car that was parked in handicapped because I didn't think that I could make it on my own. He replied that he couldn't help me, that they would never push a guest in a wheelchair and would I like to rest on a bench before continuing on. That was around 1:35-1:40ish p.m. today.
I was quite taken aback. I do not ask for help unless I need it and was flatly refused by a representative of Guest Relations when I was very obviously in distress. I left feeling frustrated, humiliated and in a lot of physical pain. Where was the compassion? Isn't Guest Relations supposed to be the face of the Disney Parks and Resorts? Does this experience mean that I am not important to the Walt Disney Parks and Resorts? I can't help but feel that there is an underlying prejudice against disabled persons, or perhaps it's just me? I was dismissed out of hand.
Fortunately (for me), I stopped by the wheelchair rental place and repeated my plight again to the two women by the wheelchairs and strollers. Seema immediately offered to wheel me to my car. Thank God for Seema. I could not have made it out to my car without her help. She was kind and considerate. She engaged me in conversation and was actively interested in my well-being. Perhaps she had a different training experience than Richard? I am entirely grateful to Seema for her help when Guest Services denied it to me. I really don't know what to make of what qualifies for "service" from Guest Relations.
If I may be candid, I was in tears by the time I walked away from Guest Relations from pain and humiliation. It took me at least seven minutes to get to the wheelchair rental. I hope never to be subjected to this kind of treatment.
I welcome your thoughts. Sincerely, etc.
I received a phone call today, December 3, 2014, in response to my email from Brianna - Guest Experience Services Representative. She supported the lack of help from the aforementioned cast member stating that is was and is a safety issue for a cast member to push a guest in a wheelchair. Any hope of having a human experience conversation was not to be had from Brianna. Unfortunately, the cast member, Seema, who was very kind and considerate by providing me with a wheelchair and an escort to my car will probably be brought to task for helping me. I thought that I was giving her a high compliment - silly me.
So, I'm curious: What part of pushing a guest in a wheelchair falls outside safety guidelines? Do they actually NEVER push a guest in a wheelchair - my guess is no. Is this really a liability issue in disguise? If so, then is any guest with a disability finding themselves in a position of distress and unable to walk from the park to their car out of luck? Indeed you are if you find yourself needing a human moment with any Guest Relations staff member. I asked if there was someone that I could speak with about this policy and Brianna replied that she could mention it in a meeting but it was unlikely to change anything. Another great failure on the part of Disney's Guest Experience Services Relations.
Thank you for the opportunity to share a disappointing disabled guest experience.
NOTE FROM MODERATOR: I removed the individual CM's desk phone number. Since we do not have her permission to post it in a public forum, I removed it
I thought it said 'no we haven't had problems' lol 
)
