Email I sent to Disney

[aaarcher86]

Yeah, obviously, why worry about that? It's not as if we'll ever know. But when a CM comes on here and says that they laugh about guests who have legitimate concerns and spend thousands of dollars, that's kind of disheartening. Not as Disney would say, very magical.

Sure I guess. I don't see it as stating anything most people wouldn't figure anyway and I won't know TheHub if I see them. Probably wasn't the greatest idea to post, but I guess I'm just not as disheartened by it.

 

[bumbershoot]

It's sad just from a customer point of view. I mean you want to feel like your business matters.

Your business does matter. But they know that you will, almost certainly, be back. They have the statistics to back it up that most people who SAY that will actually come back, no matter what. And it's something you hear, in a CS position, every day. It used to be something told to other people to say, so that CS people would listen. It never worked, and it was silly for people to use as some sort of bargaining chip.

It might be true for anarchy. Time will tell. But I bet he'll be a statistical anomaly if he doesn't go back.

I would love to know if skipping the pre show is an option as well. Under the old GAC, a cast member had no problem letting us skip a pre show. I simply explained that my son freaked out during dark, enclosed pre shows with a crowd of strangers around him and the cast member would let us walk through the show. He loves test track but hates the pre show. I suspect it is accommodation that was available with GAC but not with DAS.

But why wouldn't it be available with DAS? I think the issue is that it wasn't mentioned when the DAS was created (or whatever is done with it). It was an on the fly wish, to skip that area, so they could get through the line faster because they had missed their FP+ time and they had an ADR.

...are they physic, you have no way of knowing what a disabled persons needs are, so don't claim to do so. your so called powers of anticipation have ruined a lot of peoples vacation...

Hub said "Unless you are clear of what your needs are... you will not be able to receive them. .... They're pretty good at reading what a guest needs from what they say they need, even if the guests themselves don't know what they need."


That's not saying they are psychic. It's saying that the CMs know what accommodations CAN be made. Like they know what rides have stairs. If they see my aunt with her cane come in, I bet they'll work it out so she doesn't have to walk up stairs even without her saying anything. (as it is, she refuses to try for what she feels is extra service, and will make herself suffer instead of take 10 minutes out of her day to make an arrangement that will HELP her) They know what can be done at various rides, so they can anticipate something that will help.

But guests have to know what they need, too. If my aunt says she doesn't care about stairs, the CMs might just ignore the cane and go with what she says if she's insistent enough.

But it seems that all of this has to be arranged ahead of time, NOT at the drop of a hat or on the basis of a missed FP+ and a looming ADR.

B.You have taken away a fantastic free service offered for years that enhanced my family's vacation and made it well worth the $10,000 we spent on the trip. Now, we will get to see and experience much less. Until you fix this mess, you've lost me as a customer.

But anarchy, you haven't even BEEN there under this new group of circumstances. How on earth could ANYONE take it seriously? You might get so curious you go back. Your kids might get so demanding you decide to go back. Maybe you'll figure out a way to spend less than 10K each time (that's like 3 or even 4 of our visits, yikes! well, if you ignore the DVC cost, of course) so it's not as HUGE of an issue if your visit isn't totally perfect.

You haven't even been there since they started all this. I wish you would have at least given it a chance, but the moment I noticed your first post about the new systems you've been totally against it and feeling that there's no way you could possibly enjoy it. Just makes me sad.

Yeah, obviously, why worry about that? It's not as if we'll ever know. But when a CM comes on here and says that they laugh about guests who have legitimate concerns and spend thousands of dollars, that's kind of disheartening. Not as Disney would say, very magical.

They aren't laughing at the concerns. They are laughing at the "threat". Just leave that part out altogether and you won't have any sort of human "yeah right" response. There's absolutely NO need to put it in. No CS person will EVER believe you. You only diminish the strength of your words by putting it in.

Of course, if you had been there under the new programs that would ADD strength to your position, but you just don't want to do that.

Are you still doing the Universal part of the trip? Isn't their system very much like the DAS?

When I showed our GAC the CM gave me a return time of 40 minutes..

...and was also willing to wait the additional DAS time (40). But not well over an hour to ride.

Wait, what? You were offered the opportunity to do the 40 minutes. You were willing to wait the time. So what was the issue?



Crazy question...while people in front are making their cars, do the people behind HAVE to wait, even if they don't want to make the cars? Is it at all possible to just head through?

 

[wn01aa]

For what its worth, the Disability Access Service is not your only option. Guest Relations does offer further accommodations. However, these are given based solely on your needs and will never be given based on your diagnosis. I, obviously, will not share information on what these accommodations are in order to prevent abuse of a program designed to provide special assistance to those in need (and preventing abuse at the exact same time,) but there are more options. You just need to further explain what needs you require at Guest Relations. Seeing the difference between a Guest Assistance Card and a Disability Access Service card in use is amazing. Back to your email, yes you will get a response around the timeframe they said they would respond to you. However, they may not inform you about other options and other special accommodations, as from a cast point of view, it looks like you are trying to skip waiting in line by mentioning other options that offer an "express" pass for a fee.

Hub, it is great to hear from you again. Your information has been excellent. Do you know if the removing of KTTW cards are expanding to more resorts this week? Also, have you heard if there is a notice going around to no longer give KTTW cards to room-only reservations.

Thanks Hub

 

[wn01aa]

On a side note, The Hub did note that Fastpass cards are being handed out at almost every attraction to POP and All Star guests. Maybe the point of removing KTTW is more about testing the bands for things like door entry and purchases and less about FP-. Wonder if these FP cards are good for just 1 ride or act like a KTTW card at that specific park for the day.

 

[sonofanarchy]

But anarchy, you haven't even BEEN there under this new group of circumstances. How on earth could ANYONE take it seriously? You might get so curious you go back. Your kids might get so demanding you decide to go back. Maybe you'll figure out a way to spend less than 10K each time (that's like 3 or even 4 of our visits, yikes! well, if you ignore the DVC cost, of course) so it's not as HUGE of an issue if your visit isn't totally perfect.

You haven't even been there since they started all this. I wish you would have at least given it a chance, but the moment I noticed your first post about the new systems you've been totally against it and feeling that there's no way you could possibly enjoy it. Just makes me sad.

Are you still doing the Universal part of the trip? Isn't their system very much like the DAS?

I've been to WDW more than enough times to know that this new system won't work for the way my family tours the parks. Honestly, it's not much of a stretch.

I'm still doing BOTH parts of the trip. This will (unless things change) just be my last WDW trip for quite a while.

For the first week, we stay at a Universal resort. We get Unlimited Express.

 

[The Hub]

Post #39
This is a message board where others gather around to speak what is on their mind. If this is haunting you, I can't even imagine if one was to explain what really goes on backstage... Of course, feedback is important to us. However, when someone says that they aren't coming back ever again because we don't offer an unlimited front of the line pass anymore or some other reason that obviously is a joke, such as someone coming to FP Return 35 minutes late and screaming at the Return CM then saying they aren't ever coming back, etc. Stuff like that. We call a coordinator, they say have a magical day. In my location, if a guest insults anyone of our cast, our coordinators and leaders stand behind whatever we say and repeat what we say to them. There are some reasons we don't let Fastpasses through late, etc. and they know exactly why for each possible scenario.

By you saying "the new system sucks," we would consider that more sincere and we would at least do some form of guest recovery vs "Universal, SeaWorld and Six Flags all offer a front of the line pass and Disney doesn't." We also have a much higher guest count daily across our theme parks worldwide, not to mention a wider demographic. This causes us to simply not have enough capacity to offer something like this, considering Toy Story, Soarin' and Test Track have been distributing their entire amount of FastPasses very early in the day.

Post #43
Our FastPass Grace Period is 5 minutes before, 15 minutes after. FastPass+ will also automatically turn green for this. A Cast Member should not have even given it a second look. Anything after 15 minutes is up to the Return CM. As per our policy, you should have been waved right in. I'm sorry that you weren't.

Post #44
Preshow doors at any attraction will never lock as it is considered a fire hazard. In fact, very few doors that guests can see in the parks lock. Yes, with a DAS, you choose your own area to wait.

Post #45
This happens everywhere. If you knew half of the questions we get asked every day, we can write a book. Again, it's the truth. As I'm not onstage, not wearing a nametag and this DISBoards account has only been accessed via TOR, it is okay to say this as a response to the original post.

Post #47
Yes, a DAS card is not your only option. However, you need to explain to them at Guest Relations of why you feel a DAS will not meet your needs in the park and provide further information about the needs that you require in order to experience the attractions. I have seen all sorts of different types of assistance that is given to guests because in order to get through FP Return, most of them require presenting your DAS card with other alternatives.

Obviously, this is to cut abuse. At the attraction I am currently statused at, our queue is wheelchair accessible. I had a guest come over to me today at standby with her handicap parking placard demanding access into the "handicap" line because 30 minutes was too long for her (she was sitting in a wheelchair and didn't have any accommodation provided by Guest Relations.) All she had was her handicap placard for her car and felt it was enough to go through FastPass, or even probably through the exit or a backdoor.

Post #51
Up until MyMagic+ and GAC -> DAS, nearly 99% of the guests claiming they won't return were angry at something that was their own fault, taking it out on other Cast Members, requesting to speak to managers for ridiculous reasons, etc. Nobody could have taken them seriously. If you spend a half hour at a greeter position, I can't begin to explain how much you will see and what some things we hear from guests.

Post #56
I actually think your letter is a great one as you addressed points that mattered to you while providing excellent feedback with from a guest's point of view, statistical information. If you do venture out to Universal, I can promise you will have a great time. A lot of Cast Members in Disney also work over at Universal or Islands and many of us are passholders over there. In fact, we get discounted tickets as a Disney Cast Member.

Post #57
This.

Post #58
While that is upsetting to hear, there are further accommodations beyond a DAS card.

Post #60
Voting with your wallet is the best way to go in a situation like this.

Post #61
That is exactly how I felt as well, and many other cast would feel.

Post #63
A lot of Cast Members work here for different reasons. A lot of the full time cast enjoy working here and are more interested in the guest experience and making some money while having fun with their job (very easy overtime when we sometimes work up to 16 hours/day and anything over 8 in one day is overtime and up to 90 hours/week during Christmas/NYE.) A lot of cast part time go to school at UCF or surrounding colleges and are here for experience and money on the side or are similar to full time and only want to work ~3-4 days/week. Seasonal is mostly because they enjoy being there. College Program definitely is not for the money as they often make only $100/week (or like $250 if 50-65 hours) after Disney deducts their housing fees, etc. Most are there for experience, a vacation from home or to spend time in the parks.

Post #65
The stamps have been removed for obvious reasons. However, as per your post, we still have an alternate entrance - the FastPass line is our alternate entrance, currently. For the shaded area stamp, we don't have that anymore, however we recommend consulting a Cast Member at Greeter or FP Return to see what your options are. As I said earlier, being 13 minutes late on your FastPass is still acceptable. A coordinator would have probably brought you right through the backdoor if you asked if there was anything that could be done.

Post #66
Although I cannot say what it is or why to continue to prevent abuse, you would have qualified for another alternative accommodation.

Post #67
Unless you are going from preshow into a theater, there isn't any reason why you can't skip a preshow. Even then, there is always one door (usually on the right) that will have a handle to pull open. Some Cast Members may frown upon it, but with the exception of [possibly] Sum of All Thrills, there wouldn't be anything against it in the Operating Guide for the attraction. It also does state "no reasonable request should be denied" inside the OG for every attraction.

Post #70
Although Guest Relations does have a high accuracy by reading what assistance a guest would require from how they describe their needs, my comment about anticipating guest questions is widespread across our operation. You see, Walt Disney had a vision for the best possible guest experience. We call these the Four Keys. You could research these in your own free time, but as part of our second key, courtesy, a lot of it is about anticipating guest questions. I can answer a very high percentage of the questions I get asked every single day without being asked, just by making eye contact and seeing how a guest approaches me. Providing a further example to this will reveal my work location, which I would greatly prefer not doing because I need to keep anonymity.

If these "psychic powers" are "ruining someone's vacation" based on the special assistance they were provided, they should understand that Guest Relations is the only team that can resolve these issues. Once again, in order to better assist the guest, the guest needs to explain to them why it isn't working for them and Guest Relations will continue to assist that guest on a case by case basis.

Yes, we do have a way of knowing what a disabled persons' needs are. They tell us. We listen. We provide any assistance they may require. It isn't a simple "no lines, problem solved" scenario anymore and it is now more case by case specific than ever before.

Post #71
This entire response was written perfectly.. In addition, at the greeter locations for most attractions in most parks, there are feedback pieces of paper that get replaced every single day that are completely filled up with MyMagic+ feedback, good and bad. What they do from there, nobody knows, but feedback is extremely important for us.

Post #75
And about 85% of the guests playing the "I'm not coming back" game would have something similar to Choice A. My favorite is when I was in the park as a guest with about 4 other Cast Members and there was this guest situation. The guest won't come back ever again because the Peoplemover no longer takes them to Epcot. It took them there the year before it, and the CM told them before they went up, but this year, it took them right to the unload station on the turntable. I felt bad for that Cast Member trying to tell guests to watch their step for having to listen to this in a safety critical position. However, that guest was mad it brought them right back to Tomorrowland and not Epcot.

Post #77
I work Operations. Specifically, attractions. However, knowing a lot of facilitators, I do understand how Guest Relations, Merchandise and Quick Service Food & Beverage operate throughout Walt Disney World. However, any Cast Member across our entire operation is given the tools to solve any issue a guest may have. If something is major, we do call a coordinator or an area leader. We follow something called LAST. We listen first, then apologize, then solve the issue and finally thank them. Under LAST, we should be apologizing a minimum of three times and solving the issue to what meets the guests' expectations, as long as they are reasonable and realistic. Offering a complimentary table service meal for a 2 minute ride stop isn't going to cut it, but I have written one out for a missing stroller that had food items for a guest. I have written out some pretty big No Strings Attached vouchers for guests to solve their issues and Disney doesn't care how much is given away, as long as the guest is happy. Sure, some people will use this to scam Disney, but they are in a 1-5%. The majority of guests that come up to us with a genuine issue just want the problem resolved and we really shouldn't have any reason to question anything. Under some circumstances, based on how the guest approaches you, there may be a cause for concern. At that point, a coordinator will handle it. Anything else is usually us apologizing for their time and for having the issue happen to begin with.

Post #79
Magic is definitely thrown around a lot. There has definitely been an enormous decrease in "magic" as it is hard to be "magical" when guests are basically demanding and expecting "magical moments" involving "complimentary items." Again, as I'm not onstage, there is no need for that. To be honest, I'm more concerned about other posters on here trying to destroy our character integrity that we have spent years trying to perfect. Yes, there is only one Mickey Mouse. Yes, it is the real Mickey Mouse. You don't see me running around saying that someone who is friends with Mickey is doing something inappropriate backstage or how whoever is friends with Mickey dresses backstage?

Post #83
Not at this time. Some of the CastApp training documents have been updated, but nothing is official for us, yet.

Post #84
Act as a KTTW card for that specific park for that day only

 

[Vidia2]

I know this is off topic but does anyone know how I can put someone on my ignore list from my phone app? Thanks in advance!

Edited to say nevermind. Signed on to actual computer to do this.

 

[sonofanarchy]

Post #39
This is a message board where others gather around to speak what is on their mind. If this is haunting you, I can't even imagine if one was to explain what really goes on backstage... Of course, feedback is important to us. However, when someone says that they aren't coming back ever again because we don't offer an unlimited front of the line pass anymore or some other reason that obviously is a joke, such as someone coming to FP Return 35 minutes late and screaming at the Return CM then saying they aren't ever coming back, etc. Stuff like that. We call a coordinator, they say have a magical day. In my location, if a guest insults anyone of our cast, our coordinators and leaders stand behind whatever we say and repeat what we say to them. There are some reasons we don't let Fastpasses through late, etc. and they know exactly why for each possible scenario.

By you saying "the new system sucks," we would consider that more sincere and we would at least do some form of guest recovery vs "Universal, SeaWorld and Six Flags all offer a front of the line pass and Disney doesn't." We also have a much higher guest count daily across our theme parks worldwide, not to mention a wider demographic. This causes us to simply not have enough capacity to offer something like this, considering Toy Story, Soarin' and Test Track have been distributing their entire amount of FastPasses very early in the day.

That is not what I said at all. I don't expect Disney to offer an Unlimited Fastpass. However, I would bet money that within 2 years, an advanced Fastpass System for sale will be offered on tickets.

I said I wouldn't be back until this terrible new system is fixed. And that's what it is - Terrible. Only a highly biased CM could possibly argue that offering just 3 Fastpasses per day in only 1 park is better than the original Fastpass system. It's delusional.

As for the attendance at Disney versus others parks, I agree. The answer then would be to spend the billion or so dollars that was spent on this wonderful new technology on new attractions so the capacity evens itself out more.

 

[lucyem]

Post #39
We follow something called LAST. We listen first, then apologize, then solve the issue and finally thank them. Under LAST, we should be apologizing a minimum of three times and solving the issue to what meets the guests' expectations, as long as they are reasonable and realistic.

I am not sure this training is getting through to CM's, or they are a bit overwhelmed at the moment. I had one be rude about FP+ to me when I expressed my frustration. A sorry with a sympathetic smile will go quite far. Instead I got a rude comment and misinformation and did not even look me in the eye. I work in customer service. It is my job to give people the information they need. I also deal with a number of different people of all kinds of backgrounds and disabilities. Never would I get away with that.

I spent a good 45 minutes in a guest services on our first day at AK last week. I saw a lot of people turned away from any DAS/assistance. Actually I never saw anyone get any. They were all pointed to the wheelchair rentals. I also learned the computer systems they have are horrible and just as clunky as what we have on our end. This based on how many steps they had to do for basic things plus a comment from one CM to another about how IT could have changed something and not told them because they have done it before.

I did not want to do to WDW this fall. We have a very stressful home situation right now so I certainly was not excited for all the planning. FP+ killed all spontaneity and flexibility even before we left home. The night before we left I was still saying I did not want to go. Honestly if we did not have the DVC Paps to pick up before the 1st of the year I would have canceled. But it was not all WDW's fault. The trip was fine. We had some good moments but also a some stressful ones. Really the whole FP+ does kill flexibility for us. I am not going to rehash all that. But I understand where some people are coming from who do not want to go back. In a way I am glad we went. Our next trip is over Easter and I can plan much better now. I have also been trying to decide if an email is worth it.

 

[roomthreeseventeen]

I am not sure this training is getting through to CM's, or they are a bit overwhelmed at the moment. I had one be rude about FP+ to me when I expressed my frustration. A sorry with a sympathetic smile will go quite far.

Point taken, but you have to realize also that these people are dealing with complaints ALL day long. Showing them compassion is part of the story, too.

 

[freckles04]

On a side note, The Hub did note that Fastpass cards are being handed out at almost every attraction to POP and All Star guests. Maybe the point of removing KTTW is more about testing the bands for things like door entry and purchases and less about FP-. Wonder if these FP cards are good for just 1 ride or act like a KTTW card at that specific park for the day.

This is the first I'm hearing of something like this. How does one obtain that? Just walk up to the attraction's FP- CM and ask for one? What do you even ask for? Or is it only for people who "throw a fit," so to speak? ('Cause I don't do that!) Checking in to POP next month and so I'm definitely curious.

 

[rebbyparker]

Post #39
This is a message board where others gather around to speak what is on their mind. If this is haunting you, I can't even imagine if one was to explain what really goes on backstage... Of course, feedback is important to us. However, when someone says that they aren't coming back ever again because we don't offer an unlimited front of the line pass anymore or some other reason that obviously is a joke, such as someone coming to FP Return 35 minutes late and screaming at the Return CM then saying they aren't ever coming back, etc. Stuff like that. We call a coordinator, they say have a magical day. In my location, if a guest insults anyone of our cast, our coordinators and leaders stand behind whatever we say and repeat what we say to them. There are some reasons we don't let Fastpasses through late, etc. and they know exactly why for each possible scenario.

By you saying "the new system sucks," we would consider that more sincere and we would at least do some form of guest recovery vs "Universal, SeaWorld and Six Flags all offer a front of the line pass and Disney doesn't." We also have a much higher guest count daily across our theme parks worldwide, not to mention a wider demographic. This causes us to simply not have enough capacity to offer something like this, considering Toy Story, Soarin' and Test Track have been distributing their entire amount of FastPasses very early in the day.

Post #43
Our FastPass Grace Period is 5 minutes before, 15 minutes after. FastPass+ will also automatically turn green for this. A Cast Member should not have even given it a second look. Anything after 15 minutes is up to the Return CM. As per our policy, you should have been waved right in. I'm sorry that you weren't.

Post #44
Preshow doors at any attraction will never lock as it is considered a fire hazard. In fact, very few doors that guests can see in the parks lock. Yes, with a DAS, you choose your own area to wait.

Post #45
This happens everywhere. If you knew half of the questions we get asked every day, we can write a book. Again, it's the truth. As I'm not onstage, not wearing a nametag and this DISBoards account has only been accessed via TOR, it is okay to say this as a response to the original post.

Post #47
Yes, a DAS card is not your only option. However, you need to explain to them at Guest Relations of why you feel a DAS will not meet your needs in the park and provide further information about the needs that you require in order to experience the attractions. I have seen all sorts of different types of assistance that is given to guests because in order to get through FP Return, most of them require presenting your DAS card with other alternatives.

Obviously, this is to cut abuse. At the attraction I am currently statused at, our queue is wheelchair accessible. I had a guest come over to me today at standby with her handicap parking placard demanding access into the "handicap" line because 30 minutes was too long for her (she was sitting in a wheelchair and didn't have any accommodation provided by Guest Relations.) All she had was her handicap placard for her car and felt it was enough to go through FastPass, or even probably through the exit or a backdoor.

Post #51
Up until MyMagic+ and GAC -> DAS, nearly 99% of the guests claiming they won't return were angry at something that was their own fault, taking it out on other Cast Members, requesting to speak to managers for ridiculous reasons, etc. Nobody could have taken them seriously. If you spend a half hour at a greeter position, I can't begin to explain how much you will see and what some things we hear from guests.

Post #56
I actually think your letter is a great one as you addressed points that mattered to you while providing excellent feedback with from a guest's point of view, statistical information. If you do venture out to Universal, I can promise you will have a great time. A lot of Cast Members in Disney also work over at Universal or Islands and many of us are passholders over there. In fact, we get discounted tickets as a Disney Cast Member.

Post #57
This.

Post #58
While that is upsetting to hear, there are further accommodations beyond a DAS card.

Post #60
Voting with your wallet is the best way to go in a situation like this.

Post #61
That is exactly how I felt as well, and many other cast would feel.

Post #63
A lot of Cast Members work here for different reasons. A lot of the full time cast enjoy working here and are more interested in the guest experience and making some money while having fun with their job (very easy overtime when we sometimes work up to 16 hours/day and anything over 8 in one day is overtime and up to 90 hours/week during Christmas/NYE.) A lot of cast part time go to school at UCF or surrounding colleges and are here for experience and money on the side or are similar to full time and only want to work ~3-4 days/week. Seasonal is mostly because they enjoy being there. College Program definitely is not for the money as they often make only $100/week (or like $250 if 50-65 hours) after Disney deducts their housing fees, etc. Most are there for experience, a vacation from home or to spend time in the parks.

Post #65
The stamps have been removed for obvious reasons. However, as per your post, we still have an alternate entrance - the FastPass line is our alternate entrance, currently. For the shaded area stamp, we don't have that anymore, however we recommend consulting a Cast Member at Greeter or FP Return to see what your options are. As I said earlier, being 13 minutes late on your FastPass is still acceptable. A coordinator would have probably brought you right through the backdoor if you asked if there was anything that could be done.

Post #66
Although I cannot say what it is or why to continue to prevent abuse, you would have qualified for another alternative accommodation.

Post #67
Unless you are going from preshow into a theater, there isn't any reason why you can't skip a preshow. Even then, there is always one door (usually on the right) that will have a handle to pull open. Some Cast Members may frown upon it, but with the exception of [possibly] Sum of All Thrills, there wouldn't be anything against it in the Operating Guide for the attraction. It also does state "no reasonable request should be denied" inside the OG for every attraction.

Post #70
Although Guest Relations does have a high accuracy by reading what assistance a guest would require from how they describe their needs, my comment about anticipating guest questions is widespread across our operation. You see, Walt Disney had a vision for the best possible guest experience. We call these the Four Keys. You could research these in your own free time, but as part of our second key, courtesy, a lot of it is about anticipating guest questions. I can answer a very high percentage of the questions I get asked every single day without being asked, just by making eye contact and seeing how a guest approaches me. Providing a further example to this will reveal my work location, which I would greatly prefer not doing because I need to keep anonymity.

If these "psychic powers" are "ruining someone's vacation" based on the special assistance they were provided, they should understand that Guest Relations is the only team that can resolve these issues. Once again, in order to better assist the guest, the guest needs to explain to them why it isn't working for them and Guest Relations will continue to assist that guest on a case by case basis.

Yes, we do have a way of knowing what a disabled persons' needs are. They tell us. We listen. We provide any assistance they may require. It isn't a simple "no lines, problem solved" scenario anymore and it is now more case by case specific than ever before.

Post #71
This entire response was written perfectly.. In addition, at the greeter locations for most attractions in most parks, there are feedback pieces of paper that get replaced every single day that are completely filled up with MyMagic+ feedback, good and bad. What they do from there, nobody knows, but feedback is extremely important for us.

Post #75
And about 85% of the guests playing the "I'm not coming back" game would have something similar to Choice A. My favorite is when I was in the park as a guest with about 4 other Cast Members and there was this guest situation. The guest won't come back ever again because the Peoplemover no longer takes them to Epcot. It took them there the year before it, and the CM told them before they went up, but this year, it took them right to the unload station on the turntable. I felt bad for that Cast Member trying to tell guests to watch their step for having to listen to this in a safety critical position. However, that guest was mad it brought them right back to Tomorrowland and not Epcot.

Post #77
I work Operations. Specifically, attractions. However, knowing a lot of facilitators, I do understand how Guest Relations, Merchandise and Quick Service Food & Beverage operate throughout Walt Disney World. However, any Cast Member across our entire operation is given the tools to solve any issue a guest may have. If something is major, we do call a coordinator or an area leader. We follow something called LAST. We listen first, then apologize, then solve the issue and finally thank them. Under LAST, we should be apologizing a minimum of three times and solving the issue to what meets the guests' expectations, as long as they are reasonable and realistic. Offering a complimentary table service meal for a 2 minute ride stop isn't going to cut it, but I have written one out for a missing stroller that had food items for a guest. I have written out some pretty big No Strings Attached vouchers for guests to solve their issues and Disney doesn't care how much is given away, as long as the guest is happy. Sure, some people will use this to scam Disney, but they are in a 1-5%. The majority of guests that come up to us with a genuine issue just want the problem resolved and we really shouldn't have any reason to question anything. Under some circumstances, based on how the guest approaches you, there may be a cause for concern. At that point, a coordinator will handle it. Anything else is usually us apologizing for their time and for having the issue happen to begin with.

Post #79
Magic is definitely thrown around a lot. There has definitely been an enormous decrease in "magic" as it is hard to be "magical" when guests are basically demanding and expecting "magical moments" involving "complimentary items." Again, as I'm not onstage, there is no need for that. To be honest, I'm more concerned about other posters on here trying to destroy our character integrity that we have spent years trying to perfect. Yes, there is only one Mickey Mouse. Yes, it is the real Mickey Mouse. You don't see me running around saying that someone who is friends with Mickey is doing something inappropriate backstage or how whoever is friends with Mickey dresses backstage?

Post #83
Not at this time. Some of the CastApp training documents have been updated, but nothing is official for us, yet.

Post #84
Act as a KTTW card for that specific park for that day only

Now THAT'S our Hub.

 

[Missyrose]

I spent a good 45 minutes in a guest services on our first day at AK last week. I saw a lot of people turned away from any DAS/assistance. Actually I never saw anyone get any. They were all pointed to the wheelchair rentals.

One thing to know is that under the new DAS system, cards are not handed out for stamina issues. Under the news system, the accommodation for stamina issues is the use of a mobility aid (ECVs, wheelchairs, etc.).

This is a pretty big change since many with stamina issues previously had GACs and have had a hard time accepting being left out of the new assistance system.

 

[conniehar90]

I am sure many people state they are never coming back for ridiculous reasons. I have said it over the past few weeks myself and most likely - I don't mean it. However, I do have a trip planned in March and may very well pay the 5% UCT restocking fee to switch my trip to Universal. My vacation dollar at Disney plummeted with the FP+ change especially since we stay offsite. So, for now, unless something dramatically changes by March, I will most likely not be at WDW. It would be nice to believe that Disney cared about this. I know the general feel is that this won't affect attendance but I think it will - just not immediately as so many people plan far in advance for their Disney vacations. This board is full of loyal Disney customers - if they don't want to return, this should be taken seriously.

It is very disheartening to hear a CM announce that everyone laughs at the customers. I am sure there are many situations that deserve a laugh but the statement was that they were laughing about legitimate concerns. I agree - very unprofessional.

 

[sonofanarchy]

I too have said I'm not going back before, but it was just a spur of the moment, annoyed comment. Not this time. And I shouldn't say I'll never go back, but after this trip (which I simply would take too much of a hit on if I cancelled), unless major changes happen, I can safely say, we won't be back for a while. We've already decided to do Disneyland in 2015. If things don't get better at WDW, we'll go to Orlando and do all the other parks. My hope is, things won't stay the same and Disney will pull it's head from it's rear-end on this whole Fastpass debacle and we will most definitely go back.

I will say this - Nothing personal against TheHub, but Disney CM's who continue to insult our intelligence and try and make us think FP+ is a good thing for us, are REALLY getting under my skin. Consumers, in any industry, don't like to be patronized.

 

[aaarcher86]

I too have said I'm not going back before, but it was just a spur of the moment, annoyed comment. Not this time. And I shouldn't say I'll never go back, but after this trip (which I simply would take too much of a hit on if I cancelled), unless major changes happen, I can safely say, we won't be back for a while. We've already decided to do Disneyland in 2015. If things don't get better at WDW, we'll go to Orlando and do all the other parks. My hope is, things won't stay the same and Disney will pull it's head from it's rear-end on this whole Fastpass debacle and we will most definitely go back. I will say this - Nothing personal against TheHub, but Disney CM's who continue to insult our intelligence and try and make us think FP+ is a good thing for us, are REALLY getting under my skin. Consumers, in any industry, don't like to be patronized.

Can you see why people wouldn't believe you (general you) though? You said it yourself, you've said before you won't be back and didn't mean it or didn't follow through.

It's safe to say Disney will start to believe people won't be coming back when they actually follow through with it.

I also think it's a personal preference as to whether FP+ is a positive for someone. For my February trip, it IS positive and works for what I wanted to do. For October, we will have to see. I'm trying to think of how many FP we would end up getting each day. It wasn't many. I haven't seen anything patronizing in regards to the OPINIONS on FP+ though.

 

[Jedana]

I'm done with Disney World at least for a while.

Once the final product comes out for fastpass plus I will reevaluate my feelings. It's 12-9 and I'm here right now. I did an off site resort for a week. The crowd level was suppose to be good our week. I totally feel like a second class citizen, now staying offsite. We have always been early risers and that has worked out for us in the past being off site guests. We tried for two days at Disney Hollywood Studios for legacy fastpass for Toy Story Mania at rope drop and each time the return times were for 4 pm or later. I had no interest in waiting for 7 or more hours to come back for legacy fastpass to do this ride. The fastpass distribution line to get legacy fastpass tickets were at least a 30 minute wait. Whatever legacy fastpasses were available were gone by 9:30 am for Toy Story. I didn't get there on an early entry day, either; so, we didn't have competition on that level. The stand by line was 105 minutes as posted. I said no to all the above and skipped the ride. I did try a few times and go back to see the stand by time again and it never went below 90 minutes. Again, I passed on it. We went one night after an early Fantasmic show and the lines were bad again for Toy Story Mania. I figured with two, Fantasmic shows we'd have a better chance to go when the second Fantasmic show started in the regular line. Well, the fastpass plus line was the worse I ever saw; the fastpass plus line for the ride was outside the building and windy around the building. I couldn't believe it. Anyway, you can imagine how much of a wait it would be in the regular line with all these fastpass plus guests in line. This seemed wrong; I couldn't believe this fastpass line. It was a complete bottleneck and I never saw it this bad even when the ride first opened. We didn't get to go on our favorite ride.

This left me with a very bad taste in my mouth. I pay for a park ticket and I can't go our favorite ride; unless, I want to suffer in a long line waiting.

We did short days in the parks; I just couldn't take the waits everywhere. I came out feeling like I didn't get my monies worth.

I didn't feel the magic; so, I'm done. I know offsite guests will get the shaft with this new fastpass plus system. It's a rare trip now that I can stay onsite. There are reasons for this that I won't go into at this point.

Over the last three years we have been taking more trips elsewhere. Maybe, it's because I'm getting older, but I like our other trips more now. I've been a faithful once or twice a year vacationer to Disney World for the last 25 years. This current Disney trip will go down as the worse one. I will not spend good money for a bad trip.

The lines for TSMM have always been that way. FP go early, and the stand by line is usually packed. You have the option, just like everyone else: wait in the stand by line, get a FP or don't ride.

 

[sonofanarchy]

Can you see why people wouldn't believe you (general you) though? You said it yourself, you've said before you won't be back and didn't mean it or didn't follow through.

It's safe to say Disney will start to believe people won't be coming back when they actually follow through with it.

I also think it's a personal preference as to whether FP+ is a positive for someone. For my February trip, it IS positive and works for what I wanted to do. For October, we will have to see. I'm trying to think of how many FP we would end up getting each day. It wasn't many. I haven't seen anything patronizing in regards to the OPINIONS on FP+ though.

Honestly, I don't really care if anyone believes me or not. That's not why I sent the email.

The majority of people don't like FP+. Disney's responses (not posts on this board) have been very patronizing. Such as "you can use standby". No kidding????

 

[ArwenMarie]

So what did you decide to do for your next trip?

 

[sonofanarchy]

So what did you decide to do for your next trip?

Me?

We're doing 6 nights at Universal and 10 at Disney. Unfortunately, we rented points from 2 different sellers to stay at the Boardwalk, and they have no refund policies. I could delay the trip, but that would be kind of pointless.