Do You think DISNEY has gone down hlll the last few years?

[KellyNY]

Well, I wasnt going to post this because Im over it now and Im sure some people are going to try to turn this around to be our fault but wanted to see if anyone else had encountered anything like this. Just came back from WDW 7/31 to 8/7. We were eating dinner at Chef Mickeys and it started storming. The monorail was shut down. Really nasty storm. We were killing time in the gift shop thinking we were stuck there buut the CM said we can take a Disney bus to Magic Kingdom. Duh!!

The bus was very crowded-standing room only when we got on. We found one seat for my DD(8)and we stood near her by the rear doors. The bus driver told us to move back which me and my other DD's did. My dh said he would like to stay by my DD(8)because it was wall to wall people and chaos.


She proceeded to push my DH in the chest and was screaming in his face saying we need to make room for others! My DH told her to take her hands off him. She yelled OK but said the rest of your party has to move back and can reconnect with you at the park.I was all the way in the back already from when she first said it . She didnt bother sending anyone else back furthur with me and my DD's though.

As we were getting off the bus there was a man yelling at other people(not us) about not exiting from the rear of the bus when the doors opened. The bus driver shut the rear doors with the people trying to exit and was yelling .

I have never seen anything like this in my life! My DH does not complain or like confrontations at all. When we got to MK he went to complain. He had the bus drivers name and bus number. We wound up with 3 fast passes for our troubles.
I was not looking for compensation at all. Just was so shocked and upset by the whole situation.

It left me with a very bad taste in my mouth for the rest of the trip.Didnt ruin it but I felt like it changed something. We wont be going back for a few years anyway.(which was the plan anyway) We actually stayed offsite this time for the first time and loved our hotel so much.I missed some things (dining plan,busses until then LOL,no parking fee etc.)but had a great trip anyway.

I think it was one of those crowded conditions where everything gets out of control. I doubt the driver was normally so high strung .

Anyway thats what happened. Sounds unbelievable even to me . LOL I can laugh now.We saw a few Cms snippy with others. I know I wouldnt want to deal with some of the stuff people try to get away with.

WOW, that is horrible. You should write Disney a letter, seriously this CM should be given reality check or something. I would not even take FPs like they solve anything.

 

[disneynutz]

We just returned at the beginning of the week and, yes, we have noticed many changes. We have been going for about 15 yrs. and are DVC members so it saddens me that things are not what they should be. I am talking politeness of CMs, cleanliness of restrooms, quality of food, etc. We had a particular moment at Guest Services at DTD when we went to find out if we could renew our APs early (they expire 9/24) to take advantage of the 3 mo. extension. Well, instead of just telling us we would have to wait until within our 30 days, he railed on about he could do it but he was breaking the rules and we would have to sign a paper, etc., etc., etc. I was very embarrassed and disappointed in his manner. We told him we did not want him to break the rules and that we would just renew online.

I am hoping we receive a survey because that was not the only incident that made our vacation "less than magical". We are usually very positive about our WDW vacations (and have 2 scheduled within the next 8 mos.) but if they mirror this past one, we will be rethinking the frequency of our visits.

Don't wait for a survey. Send a email to: wdw.guest.communications@disneyworld.com

Bill

 

[Tiger926]

Well, I wasnt going to post this because Im over it now and Im sure some people are going to try to turn this around to be our fault but wanted to see if anyone else had encountered anything like this. Just came back from WDW 7/31 to 8/7. We were eating dinner at Chef Mickeys and it started storming. The monorail was shut down. Really nasty storm. We were killing time in the gift shop thinking we were stuck there buut the CM said we can take a Disney bus to Magic Kingdom. Duh!!

The bus was very crowded-standing room only when we got on. We found one seat for my DD(8)and we stood near her by the rear doors. The bus driver told us to move back which me and my other DD's did. My dh said he would like to stay by my DD(8)because it was wall to wall people and chaos.


She proceeded to push my DH in the chest and was screaming in his face saying we need to make room for others! My DH told her to take her hands off him. She yelled OK but said the rest of your party has to move back and can reconnect with you at the park.I was all the way in the back already from when she first said it . She didnt bother sending anyone else back furthur with me and my DD's though.

As we were getting off the bus there was a man yelling at other people(not us) about not exiting from the rear of the bus when the doors opened. The bus driver shut the rear doors with the people trying to exit and was yelling .

I have never seen anything like this in my life! My DH does not complain or like confrontations at all. When we got to MK he went to complain. He had the bus drivers name and bus number. We wound up with 3 fast passes for our troubles.
I was not looking for compensation at all. Just was so shocked and upset by the whole situation.

It left me with a very bad taste in my mouth for the rest of the trip.Didnt ruin it but I felt like it changed something. We wont be going back for a few years anyway.(which was the plan anyway) We actually stayed offsite this time for the first time and loved our hotel so much.I missed some things (dining plan,busses until then LOL,no parking fee etc.)but had a great trip anyway.

I think it was one of those crowded conditions where everything gets out of control. I doubt the driver was normally so high strung .

Anyway thats what happened. Sounds unbelievable even to me . LOL I can laugh now.We saw a few Cms snippy with others. I know I wouldnt want to deal with some of the stuff people try to get away with.

You really need to email Disney right away, as this is not acceptable at all. Physical behaviours cannot be tolerated, whether it's CMs or guests. What if your husband would have hit back? What if you have a mentally unstable person in that crowd who cannot handle harsh words or abusive behaviours? This could have really been a serious situation...

So sorry this happened to you, but in all of our visits, we have seen similar situations. Some CMs have been very rude and abrasive, and have caused bigger problems than necessary.

Since we are seeing more frequency of this type of thing, as a solution focused and get to the root of the behaviour person, this type of behaviour and general attitude of the CMs really needs to watched and monitored. At school, I would observe it and wonder is it because of guest behaviour, overworked or lack of training, for instance?

I hope you are able to communicate this incident to Disney as soon as possible.

Tiger

 

[fairydust72]

WOW, that is horrible. You should write Disney a letter, seriously this CM should be given reality check or something. I would not even take FPs like they solve anything.

We went to guest services and she wrote it down. The funny thing is me and my DH are passive people in general. I did give them her name and bus number and she did record it but I think I may send an email also.

We are usually the kind of people that dont want to spoil our vacation with the negative things but we felt this was above and beyond what we should endure.

Unfortunately for Disney(or maybe not-dont know if they care) I dont feel the need to go back anytime soon. We arent planning to go for 3 years anyway but I am usually chomping at the bit to make plans, think of different things we will do, try to go sooner etc. LOL- as Im sure a lot of my fellow Dis'ers do also. but I dont feel that way this time.

We are actually considering a beach vacation for the 1st time ever next year(maybe Ocean City, MD?) and I am getting excited for that.

On our last night at the world we were riding our last ride (Peter Pan-my fav) and the CM was waving at us to exit thru these ropes-mind you this was the only way out anyway and she said kind of nasty "This way out ONLY! Please DO NOT cut thru the ropes. I PROMISE I will get you out of here if you go MY WAY!!" We had no intention of cutting thru the ropes. I hate that actually.

But I said to my DH-I am getting tired of people telling me where to go and what to do and yelling it at me/ I guess it was time to go home.

Anyway we still had a really nice time.

 

[kaligal]

But I said to my DH-I am getting tired of people telling me where to go and what to do and yelling it at me/ I guess it was time to go home.

Anyway we still had a really nice time.

Disney does some things right and some wrong, but that barking of orders thing is the worst, IMO.

I'm tired of these obnoxious kids barking orders at people...especially when those people are me, lol. A few try to be polite about it, but most do not. And the thing is, nobody needs them there. They serve no function.

Disney ought to get rid of the order-barking staff and turn them into bathroom-cleaning staff, where they'd do some good.

 

[smidgy]

Be honest I do not feel competent enough to discuss how exactly Disney or other business works in regards in demographics, segments and so on. I cannot really agree or disagree with your stracture, too deep yet not focused... So let me just say, you lost me at hello...

great movie reference (with a twist)!
may I (along with, I'm sure, many others) say

 

[bicker]

I did not know there was a set amount a company couldn't charge legally.

There isn't. That's actually what I said.

So I guess disney shouldn't practice businees ethics?

Charging what the market will bear, placing shareholder interests just below safety, security and the law, is "practicing business ethics".

Some would call what you just described as greed!

Folks who choose to only look at things from one side of the issue do indeed make that erro routinely. It isn't greed. It is fulfilling fiduciary responsibility to shareholders - something that is a legal obligation.

Exactly what will ultimately ruin this company if not soon stopped!

That's ridiculous.

 

[bicker]

I believe the original theme of this thread has been answered.

Nothing has really been "answered".

Obviously DIS people have noticed a change in standards at Disney parks. The best example I can give is THIS thread and other like it which surface now and again.

And has repeatedly surfaced since there was a place for things like this to surface. The point has been it is the nature of online forums. People always complained that things used to be better, whether they were or not.

 

[Figment&Piglet]

Disney does some things right and some wrong, but that barking of orders thing is the worst, IMO.

I'm tired of these obnoxious kids barking orders at people...especially when those people are me, lol. A few try to be polite about it, but most do not. And the thing is, nobody needs them there. They serve no function.

Disney ought to get rid of the order-barking staff and turn them into bathroom-cleaning staff, where they'd do some good.

Jeez, I thought it was me, or the fact that, generally, people do NOT listen, but I felt like I was constantly being barked at about where to go, what to do, what not to do. That says to me that they think most guests are morons and treat us all like it...

 

[goofy4prez]

Well, I wasnt going to post this because Im over it now and Im sure some people are going to try to turn this around to be our fault but wanted to see if anyone else had encountered anything like this. Just came back from WDW 7/31 to 8/7. We were eating dinner at Chef Mickeys and it started storming. The monorail was shut down. Really nasty storm. We were killing time in the gift shop thinking we were stuck there buut the CM said we can take a Disney bus to Magic Kingdom. Duh!!

The bus was very crowded-standing room only when we got on. We found one seat for my DD(8)and we stood near her by the rear doors. The bus driver told us to move back which me and my other DD's did. My dh said he would like to stay by my DD(8)because it was wall to wall people and chaos.


She proceeded to push my DH in the chest and was screaming in his face saying we need to make room for others! My DH told her to take her hands off him. She yelled OK but said the rest of your party has to move back and can reconnect with you at the park.I was all the way in the back already from when she first said it . She didnt bother sending anyone else back furthur with me and my DD's though.

As we were getting off the bus there was a man yelling at other people(not us) about not exiting from the rear of the bus when the doors opened. The bus driver shut the rear doors with the people trying to exit and was yelling .

I have never seen anything like this in my life! My DH does not complain or like confrontations at all. When we got to MK he went to complain. He had the bus drivers name and bus number. We wound up with 3 fast passes for our troubles.
I was not looking for compensation at all. Just was so shocked and upset by the whole situation.

It left me with a very bad taste in my mouth for the rest of the trip.Didnt ruin it but I felt like it changed something. We wont be going back for a few years anyway.(which was the plan anyway) We actually stayed offsite this time for the first time and loved our hotel so much.I missed some things (dining plan,busses until then LOL,no parking fee etc.)but had a great trip anyway.

I think it was one of those crowded conditions where everything gets out of control. I doubt the driver was normally so high strung .

Anyway thats what happened. Sounds unbelievable even to me . LOL I can laugh now.We saw a few Cms snippy with others. I know I wouldnt want to deal with some of the stuff people try to get away with.

I was there the same time 8/1-8/8 and remember the TOTAL chaos by WDW during the outage of the monorails.We had ADR's for Narcoosee's that evening and the only transportation available from the MK to GF was the boat. The lines were incredible long, the monorail was down (not WDW's fault)and it was during a severe electric storm.

Finally we were informed at the dock they were going to run buses to the GF as well and were informed what bus stop to go to. After waiting about 20 minutes for the bus the driver informed all of us, "sorry" this bus is not going to the GF, you need to go to a different stop. Frustrated, dozens of us went to the other stop and waited about 15 minutes for this bus. WDW knew there were a ton of people needing transportation and they tried to force way to many people on the bus with the driver encouraging everyone to move down and pack in as much as possible. With the number of people waiting there should have been another bus dispatced. Finally, we decided to forget it and take a cab.

So with that, I have not been going to WDW for years like many on the DIS, so I can't say whether it's gone downhill or not. But I can say that while I love WDW, and I believe they do many things very well, I don't think they do everything they can do with excellence and to the best of their ability. I've seen sloppy room service, whether it's outsourced or not reflects WDW. Rude and obnoxious CM's at CS or retail outlets should not be tolerated. May I help you and thank you should not be an option,instead should be company standards at WDW, period. I'm sorry, a bad day or it's common elsewhere just don't cut it for me. I own a business, and the day one of my employee's does not treat my lifeline (customers) with respect, and I find out about it, it's their last day. Massive and obvious line hoping is also something that should not be tolerated.

As I said, I love WDW and think they do a lot if not most things very well; however, there are things I think they turn the other cheek on or really don't care. I can understand why Bruenette feels the way she does, and I think she does have validity to her concerns. Part of the high expectations guests of WDW have can be blamed on WDW themselves. They market themselves with this incredible experience of outstanding customer service and magic. You see it in the advertisements, travel channels on tv, publicity shows and etc. I'm not saying it's right, wrong, or indifferent but WDW helped create this beast.

Did you write to Disney and tell them? Did you complain when it happened?

The thing about stuff like this happening is that unless people complain, it will not change. Don't just let it go. Whether you're over it now or not, Disney needs to know it happened. They cannot fix things that they do not know are broken.

I think your right, you do need to write or email and let them know about ones concerns. To be honest with you though, I'm not so sure they really care what someone has to say. The few times I've ever spoke, emailed, or snail mailed a concern or even a complement(yes, I've done that), I've never received any kind of acknowledgement from WDW.

 

[NewmanFamily6]

Maybe it is because we do not go as frequently as you but it is still a magical place. I don't let the tour groups get to me becaus ethat is my time with my family and we are there to have fun. Maybe we Disers have higher expectations of WDW?

 

[bicker]

Maybe we Disers have higher expectations of WDW?

Indeed.

 

[Pats Dragon]

We have gone to DW at least once yearly since 1971 and I was a true Disney addict. We always made excuses for the yearly decline and continued to think that we just missed the old magic by chance. We had a horrendous experience a few years ago which woke us up. Now I see that Disney is still a nice place to go to but is just not "the magical Disney" we used to see. 2 weeks ago on our trip the cm's were doing lots of different jobs in the heat and not one cm tried to be the old super friendly walt kind of person. That's ok Only one was rude. They did an amazing job under the circumstances. We liked our trip and we are lowering our expectations. We may go other places at times. We actually liked universal better this year. It was cleaner and the employees were trying a little harder because they did not seem to have several jobs to do. The food was much better too. Still will return to DW when I can afford it and we can work it in.

 

[verticalchaos]

Disney does some things right and some wrong, but that barking of orders thing is the worst, IMO.

I'm tired of these obnoxious kids barking orders at people...especially when those people are me, lol. A few try to be polite about it, but most do not. And the thing is, nobody needs them there. They serve no function.

Disney ought to get rid of the order-barking staff and turn them into bathroom-cleaning staff, where they'd do some good.

Sadly I think the "barking of orders" is a result of so many groups - yes, probably most of them of the Brazilian teen variety - who want to do things their way. If you've ever seen them swarming in action, you would understand why they opted for people giving orders.

In February, we encountered (mostly avoided - if we heard chanting we went the other way) one of the groups who first tried to dump all their backpacks in front of the Tower of Terror - the leader was located by a very bewildered CM and eventually moved them, though after much complaining to someone over a two-way radio about how "We're being forced to move them over to the side" (believe me, when the leader was nowhere to be seen, several of us considered funding out vacations by walking off with as many backpacks as we could carry). They then were all led by another leader to the fast pass entry, where the other leader handed the fast-pass checking CM a pile of FPs for each of the girls. They SWARMED him. He was constantly saying "One at a time! Please! One at a time!" and they were in no way, shape or form listening. He was almost trampled as were some of us in the regular line. Once they finally got through, all of us in line looked at each other and said things like "Well thank goodness they'll be long gone before we're there. For once I'm GLAD I'm in a line!"

Incidentally, the Brazilian teen groups are now invading NYC as well. Imagine my horror a month or so ago when I was heading to a show and heard chanting along the sidewalk, only to look around and see a swarm following a triangle flag. EEK!!!!

 

[Tiger926]

I was there the same time 8/1-8/8 and remember the TOTAL chaos by WDW during the outage of the monorails.We had ADR's for Narcoosee's that evening and the only transportation available from the MK to GF was the boat. The lines were incredible long, the monorail was down (not WDW's fault)and it was during a severe electric storm.

Finally we were informed at the dock they were going to run buses to the GF as well and were informed what bus stop to go to. After waiting about 20 minutes for the bus the driver informed all of us, "sorry" this bus is not going to the GF, you need to go to a different stop. Frustrated, dozens of us went to the other stop and waited about 15 minutes for this bus. WDW knew there were a ton of people needing transportation and they tried to force way to many people on the bus with the driver encouraging everyone to move down and pack in as much as possible. With the number of people waiting there should have been another bus dispatced. Finally, we decided to forget it and take a cab.

So with that, I have not been going to WDW for years like many on the DIS, so I can't say whether it's gone downhill or not. But I can say that while I love WDW, and I believe they do many things very well, I don't think they do everything they can do with excellence and to the best of their ability. I've seen sloppy room service, whether it's outsourced or not reflects WDW. Rude and obnoxious CM's at CS or retail outlets should not be tolerated. May I help you and thank you should not be an option,instead should be company standards at WDW, period. I'm sorry, a bad day or it's common elsewhere just don't cut it for me. I own a business, and the day one of my employee's does not treat my lifeline (customers) with respect, and I find out about it, it's their last day. Massive and obvious line hoping is also something that should not be tolerated.

As I said, I love WDW and think they do a lot if not most things very well; however, there are things I think they turn the other cheek on or really don't care. I can understand why Bruenette feels the way she does, and I think she does have validity to her concerns. Part of the high expectations guests of WDW have can be blamed on WDW themselves. They market themselves with this incredible experience of outstanding customer service and magic. You see it in the advertisements, travel channels on tv, publicity shows and etc. I'm not saying it's right, wrong, or indifferent but WDW helped create this beast.




I think your right, you do need to write or email and let them know about ones concerns. To be honest with you though, I'm not so sure they really care what someone has to say. The few times I've ever spoke, emailed, or snail mailed a concern or even a complement(yes, I've done that), I've never received any kind of acknowledgement from WDW.

I totally agree that WDW created this beast - when you are known for being superior in so many customer service areas, and constantly tout that, then it's natural for guests to notice changes or differences in this philosophy, especially from loyal regulars who go all of the time.

Regarding writing to Disney, I think it depends on the letter, and subject written. I have written to Disney many times over the years, for both positive and negative concerns, and have gotten a response each and everytime. I have even had very high up executive personally contact me by phone to further discuss issues. You need to be concise and comprehensive in your writing, with a legitimate concern, and hopefully, you'll get a response. They do take guest communication seriously, but they do need to filter through a lot of crap in the process, as people constantly barrage then with useless and ridiculous requests or problem areas.

Still an interesting discussion (most of it!), Tiger

 

[flicx]

Folks who choose to only look at things from one side of the issue do indeed make that erro routinely. It isn't greed. It is fulfilling fiduciary responsibility to shareholders - something that is a legal obligation.

.

I think you are only looking at things one way too.Disney's way.I will totally disagree with you,charging a fair price for a service is part of business ethics.It encourages repeat business and builds a solid relationship with the customers!Making sure you get every last dime out of a person is called greed plain and simple.Quite frankly alot of people notice it in different ways, whether it is less of a guest expierience due to CM cut backs,increase in food prices and ticket prices etc.I also will stand by my last comment if it continues it will ultimately ruin the company!

 

[Don Disney]

 

[Donut23]

Nothing has really been "answered".

And has repeatedly surfaced since there was a place for things like this to surface. The point has been it is the nature of online forums. People always complained that things used to be better, whether they were or not.

The number of threads and serious conversation has greatly increased over the last couple of years.

The change seems to be the group who allows no disney discontent is no longer overwhelming the conversation to the point we raise our hands and say.....whatever.

I'm actually happy to see the threads not disolve into name calling and insults. Refreshing to discuss a topic....even if we do not agree....and even such a sad topic as this one.

 

[TLSnell1981]

Disney's Dream is being erased and the "Magic" is leaving the "Kingdom". If this continues? The "World" will become an ordinary amusement park. MO

 

[Pirate Jeff]

I haven't cast any aspersions on you personally. You have cast aspersions on me personally, rather than just commenting on my ideas.

Please stop with personal attacks.


It isn't about whether or not Disney should make a profit, but whether or not Disney should make as much profit as they legally can, while ensuring safety and security. That is their mandate. That is what they're supposed to be doing. If they fail to do that, then they'll be punished by their owners.

That's simply not true. Indeed, a corporation that routinely places other considerations (other than the law, safety or security) above the best long-term financial interests of its owners deserves to be sued out of existence. Remember Enron?

When we have a catastrope that Disney is making money off of, then let's chat about that then. What you're referring to are laws against price-gouging in case of emergency. I think part of the problem is that some consumers assumed that charging what something is worth, what buyers are willing to pay, is always wrong, when in reality it is only wrong in case of emergency, when the value of something skyrockets specifically due to the crisis. So here we see the foundation for a lot of the unfounded expectations held by consumers

Either it is or it isn't, based on the best forecast of how it affects long-term shareholder value. But clearly, that's the yardstick - not whether a consumer likes it or not.

Feelings are never irrelevant, in general. They may, however, be irrelevant in the context of running a successful business.

We're not even talking about my feelings. Most of what we're talking about is the way business works. The fact that I'm not dissatisfied in the way you are is just as meaningless. Neither of us matter much, but rather what matters is how things look when you put us all together. If Disney enjoys loads of popularity and demand, then they're doing things right. Even if some of us doesn't like it, as long as enough others do, that's what matters.

On the contrary, I, and others in this thread, have presented loads of facts. Facts about how businesses really operate, combined with info about Disney's performance. Yet, you've presented no facts refuting that Disney's been increasingly successful doing what they're supposed to be doing over the years.

I never said it was inappropriate for you to state your perspectives.

Bicker:

I have come to the conclusion that you are so absorbed in your own microcosm of existence, you have become oblivious to the world around you. As you seem to be so apt at pointing out, in regards to ad hominem attacks (or your personal impression thereof..), it is abundantly clear that you either ignore your own slights upon others or hold others to standards you are incapable of achieving on your own.

Let me remind you my friend, the premise of this thread, is to ask others of their opinions. For what it's worth, and I admit, I don't know you from Adams off Ox, it seems to be you sir, whom have wavered off the path here a bit.

Just sayin....

This site is for folks wanting to talk about fun stuff, Disney and all that entails! Some folks here, pay mucho denaro to visit the main mouse! As far as I'm concerned, that completely entitles them to an opinion!

Color it any way you like my friend, it's all about freedom of choice and that's what we're reading here. Lighten up a bit.

I do take issue however, with a statement you made. That a profit is not the number one goal of a corporation. To focus solely on profit, is similar to you in this conversation. You become blind to everything outside your focus. When a corporation becomes focused solely upon profits, they tend to forget what it was that brought those profits to bear. When the focus on profit overwhelms the core principles upon which corporations were founded, that corporation almost always falters.

Brush up on your facts man and keep working on it. I won't give you the answers, but let me point you in the right direction: Dr. Demming.

Now, as you seem to be proficient on so many things, I am certain you've heard of the man. But as you have seem to hit a speed bump and forgot the 14 points.

Now, if you still want to hold true to your position, no problem. However, there is no justifiable ignorance of the 14 points. If you have no clue as to what I am talking about, it will serve you well to brush up on the subject prior to demeaning others to your false condescension.

To repeat a prior sentiment: "lighten up".

Aaaaargh!!