Early Morning Magic Fail and How Disney Chooses to Compensate

[chloelovesdisney]

And you shouldn't have to go to guest services at all, and certainly not at that time, why should your park time be wasted due to their failure?

 

[starry_solo]

Wow, very sucky.

 

[GADisneyDad14]

Just for those reading along and considering EMM, it is normal to be let in closer to 7:45ish, not 7:30AM. That’s one of the more common complaints about EMM - it’s marketed as 7:45-9AM but in reality you spend the first 5-10ish minutes of that time walking from the gates to Fantasyland.

Sorry you had a rough morning OP. I hope you had an otherwise enjoyable trip.

 

[AngiTN]

Folks are informed when they purchase that no rides are guaranteed
Not that I think they should do nothing when 2 of the 3 rides are down, I am not saying that.
But, at the time of purchase you do acknowledge that they are not promising you the 3 rides are going to be working, you do assume some risk, technically. Much like dessert parties or firework cruises.
Majority of the time, the event has gone off without issue, so the risk has been small. Even knowing what happened this one time wouldn't stop me from purchasing if I was there when it was offered in the future. We really enjoyed the several times we attended.
And if I did encounter a series of problems like the OP did, I would address it that day. Yes, it would annoy me to have to take my time to address something that was due to their problem. I'd be faced with 2 options, accepting what I purchased that came with some risk and moving on or deciding to address the outages and hope they decide to compensate, even though they technically, do not have to. While good CS for sure, let's face it, they don't HAVE to refund or otherwise compensate. They should of course (In my opinion, when that much is down), just don't HAVE to.

 

[KrazeeK120]

No doubt this is a customer service fail. Hopefully Disney will learn from its mistakes as it rolls out more of these events.

When you read that others are getting more than you, its natural to feel slighted, especially in the wake of this less-than-magical experience.

It appears that Disney did not have a set guideline for this type of failure, so it was up to individual cast members to decide what kind of way to compensate the user. This failure was probably bigger than most, thus the customer-service confusion.

When this happens, but becomes an exercise in negotiation and luck. Some cast members may be more generous than others. Disney holds a big advantage with the "non-refundable" event designation, making it a challenged for the harmed party.

EMM is refundable, but it has a 1 day cancellation period. Or at least it did last year when I went. (They change things so fast, I can’t keep up sometimes.)

 

[JerseyJanice]

Anybody who feels this way is 100% not required to pay or attend.

No kidding.

 

[Magpie]

Not excusing Disney. Just clarifying. The OP appears to have visited Guest Services four days later, not the next day: "So I went back to the Customer Service desk on Friday (our next day at MK)"

Oh Lord, I missed that. That makes it even less likely she'd have any success!

 

[aimathy]

Just to clarify....I *did* speak to customer service the day of the event. I even missed one of my fast passes to stand on line for 25 minutes, which is when the CM offered me nothing but fast passes and I assumed that was all anyone would get for the issue. It was the following day that I read the post stating that people had gotten a full refund. Since we didn't have park hopper passes, I had to wait to go to MK to speak to them again. I tried to speak to a CM at Epcot about it (first park after I found out about refunds), and they said they couldn't help me, that I'd have to go to MK for assistance. And I also asked the front desk at our hotel, and they also said I had to go to MK.
Once we arrived at MK on Friday, I then had to wait on line again (missing more family time and another FP) to speak to the CM that eventually told me (after an additional 20 min wait) that not everyone is compensated equally for the same event. Despite the fact that it wasn't the same day, they knew exactly what I was talking about and she even said that they had other in earlier that day for the same reason. Given the way your days have to be super structured and predetermined at Disney, there was no better way to handle it (on my end, lol).

 

[starry_solo]

It's very crazy and I'm surprised there wasn't an announcement about it being provided by all CmS at the rides that were down.

At DLR, a few years ago (before it was discontinued) I did the Fantasmic Dessert Party for my birthday with my sister, BFF and BFF's BF. 3/4 of the way through Fantasmic, the dragon didn't work (he was called Murphy because of all the times he wouldn't work and this was after they upgraded him).

The show was stopped. CMs announced to all of us that we could go to City Hall for a full refund or to pick another date for the dessert party. But to wait til after the fireworks. We were given our tickets back and, after the fireworks, we proceeded to City Hall where we picked another date for the dessert party. Granted, there were maybe only 60-120 people for the party, but still. We all got the same compensation. And we had already eaten our desserts and drinks.

 

[Robo]

Disney has created the biggest problem by only offering 3 attractions for this MK "event" in the first place.
The loss of just one of these (which is quite possible due to the nature of mechanical devices) can be a major blow
to the entire "event."

 

[disneyvoice]

We were there for EMM that day as well. We were able to ride 7DMT before it broke down and Winnie the Pooh right before rope drop when it was back up and running again. We did Peter Pan and the Carousel a few times then did the breakfast earlier than we had planned since two rides were down. While disappoininting, we decided that it wasn't a big deal - we checked the box that says we understand no rides are guaranteed for the event so didn't feel that asking for any kind of compensation was appropriate. We have done it once before and were able to ride 7DMT over and over again. While we weren't annoyed we did decide that we would most likely not do EMM again specifically because the same thing can happen in the future.

 

[GillianP1301]

My first thought when I read your post, is don't believe everything you read. There is no way of knowing for sure that somebody on a message board claiming to get a full refund actually got one, they may have, but I wouldn't use that as any sort of "proof" when dealing with guest relations and I can see how that may have put them on instant defensive and less accommodating.

The second thing that struck me as odd is there was nobody there for you to speak to. The time that I did EMM and 7DMT was down (I've done it 4 times, it was down for 1 of them), there was a manager type CM greeting people as they entered Fantasyland and explaining that 7DMT was down with no ETA and explaining the ability for unlimited FP on it until noon. If you were someone looking for compensation, I would assume that person would've been the one to talk to in the moment. I didn't and just went on my way and was lucky because 7DMT came up before 8:30. Regardless, my main point is there was an obvious person with some authority there to speak with, so it sucks you didn't have that.

But with your experience of being let into the park 15 minutes late and with 2 of the 3 advertised rides down, I think that would definitely warrant a chat with guest relations. I don't think I would be expecting a refund, personally, I probably would've been good with the free fastpasses. At that point honestly, I don't think anything really takes away the disappointment completely of not getting the experience you were expecting. I know I kinda felt bummed when we only got 1/2 the time with 7DMT, but I also shook it off pretty quickly because I do know things happen.

 

[GillianP1301]

Just for those reading along and considering EMM, it is normal to be let in closer to 7:45ish, not 7:30AM. That’s one of the more common complaints about EMM - it’s marketed as 7:45-9AM but in reality you spend the first 5-10ish minutes of that time walking from the gates to Fantasyland.

Sorry you had a rough morning OP. I hope you had an otherwise enjoyable trip.

I've done it 4 times and each time it is pretty close to 7:45 before the gate opens. I hightail it Fantasyland and that takes about 5 minutes, so not a big deal as far as losing much ride time. However, I would like a 7:30 entry just to be able to enjoy Main St. a bit. I wouldn't even mind if they did that and then held the EMM people at the Liberty Square bridge entry point until 7:45.

 

[Robo]

I wouldn't even mind if they did that and then held the EMM people at the Liberty Square bridge entry point until 7:45.

Liberty Square bridge?
For a Fantasyland "event?"

(I know about the location of Peter Pan, but do they admit the "event" guests only via Liberty Square when the focus is generally for 7DMT?)

 

[GillianP1301]

Liberty Square bridge?
For a Fantasyland "event?"

That's where they've always had the entrance when I've gone to EMM. To the left of the hub (looking towards the castle walking up Main St) walking by Sleepy Hollow and then taking the narrow path in behind the castle.

 

[DG-12]

Sorry, OP I would have wanted a refund. I agree that it’s unacceptable to offer one form of compensation to some, while others get something else. It leaves the impression (intentional or not) that some guests are more important.
-And while I am not usually a complainer, when you are paying extra for 3 attractions you should have access to those attractions. Fine print can say attractions are not guaranteed but the event only has 3 attractions and it’s not acceptable for two of the three to not be working.
-Disney could have avoided these issues by having a manager at the breakfast who simply offered people two options- come back another morning or refund.
-Having to waste more of your time by going back to Guest Services puts the onus on the Guest, who is already paying to be there.
-I would email Guest Services and express how poorly this was handled. I would also give them a suggestion for how to handle it in the future.

 

[Robo]

That's where they've always had the entrance when I've gone to EMM. To the left of the hub (looking towards the castle walking up Main St) walking by Sleepy Hollow and then taking the narrow path in behind the castle.

Maybe it's to "force" guests to ride Peter Pan rather than just stay near 7DMT and Pooh.
Make Pan seem like a more integral part of the "event."

 

[GillianP1301]

Maybe it's to "force" guests to ride Peter Pan rather than just stay near 7DMT and Pooh.
Make Pan seem like a more integral part of the "event."

Possibly. I thought it was a bit strange, but just shrugged it off and figured there must be some logic behind it. Do the BOG PPO people go the same way I wonder? I only did that once and I think I went right that time. If that's the case, maybe they want those two groups separate? It works out well because there is no congestion for the EMM people to deal with at all.

 

[Magpie]

Just to clarify....I *did* speak to customer service the day of the event. I even missed one of my fast passes to stand on line for 25 minutes, which is when the CM offered me nothing but fast passes and I assumed that was all anyone would get for the issue. It was the following day that I read the post stating that people had gotten a full refund. Since we didn't have park hopper passes, I had to wait to go to MK to speak to them again. I tried to speak to a CM at Epcot about it (first park after I found out about refunds), and they said they couldn't help me, that I'd have to go to MK for assistance. And I also asked the front desk at our hotel, and they also said I had to go to MK.
Once we arrived at MK on Friday, I then had to wait on line again (missing more family time and another FP) to speak to the CM that eventually told me (after an additional 20 min wait) that not everyone is compensated equally for the same event. Despite the fact that it wasn't the same day, they knew exactly what I was talking about and she even said that they had other in earlier that day for the same reason. Given the way your days have to be super structured and predetermined at Disney, there was no better way to handle it (on my end, lol).

The problem is, Disney has an obvious motivation for wanting to fully refund as few people as possible. And walking up to say that you read online that someone else got a full refund, isn't likely to get you anywhere.

It's very unfortunate that you didn't think to ask for a full refund on the day of the event. And of course Disney (usually) isn't going to offer one spontaneously. By giving you fastpasses until noon, they likely were hoping most of you would assume that was all that was on the table, and wouldn't think to ask for more. And, as I've read here, some people were actually quite happy with that level of compensation.

I think four days after the event, unfortunately, was far too late to expect any compensation in person. Especially if they were getting multiple other guests coming in before you and saying, "I read online!" That's the kind of thing that has management instructing the customer service reps to stick to the fine print and no exceptions made for anyone. That said, emailing might possibly get you some satisfaction.

Ultimately, though, it's a lesson for next time (and for the rest of us, too). If you think you might be owed a refund, ask for it ASAP.

 

[AngiTN]

The problem is, Disney has an obvious motivation for wanting to fully refund as few people as possible. And walking up to say that you read online that someone else got a full refund, isn't likely to get you anywhere.

It's very unfortunate that you didn't think to ask for a full refund on the day of the event. And of course Disney (usually) isn't going to offer one spontaneously. By giving you fastpasses until noon, they likely were hoping most of you would assume that was all that was on the table, and wouldn't think to ask for more. And, as I've read here, some people were actually quite happy with that level of compensation.

I think four days after the event, unfortunately, was far too late to expect any compensation in person. Especially if they were getting multiple other guests coming in before you and saying, "I read online!" That's the kind of thing that has management instructing the customer service reps to stick to the fine print and no exceptions made for anyone. That said, emailing might possibly get you some satisfaction.

Ultimately, though, it's a lesson for next time (and for the rest of us, too). If you think you might be owed a refund, ask for it ASAP.

I do think saying "I read online _____" is the worse way to get ANY help, any where, under any circumstances, not just at Disney. I never say that. It's hard to explain but for some reason that "lessens" the complaint, in my mind. And I imagine it does to others too. So I won't use it.

And many do think FP till noon replace riding till 10:00. Now, it does no good if you can't ride till noon but those who don't have other plans before noon, and can ride (provided it's back running of course) will find they get as many rides done in those extra 2 hours as they would during EMM. If not more. Plus, you don't feel as obligated to ride back to back to back. You can go ride something else, come back and ride it. So many guests probably were very happy with rides till noon. I think the better solution, especially if 2 rides are down, is to allow the guests to ride all day. It's not so many that it's going to ruin your FP line.