Email I sent to Disney

[conniehar90]

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.

But the FP's haven't been at 4pm at rope drop until FP+. Those that get there at rope drop can get a FP with a reasonable return time and the legacy FP's didn't run out until at least 11am.

 

[ArwenMarie]

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.

Oh that's good. You can't have a bad time staying at Boardwalk

 

[roomthreeseventeen]

Oh that's good. You can't have a bad time staying at Boardwalk

We actually HATED BWI. It was so, so noisy.

 

[aaarcher86]

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????

I'm sure you want Disney to believe you. Just pointing out why they initially wouldn't, by your own example.

 

[sonofanarchy]

I'm sure you want Disney to believe you. Just pointing out why they initially wouldn't, by your own example.

Yes and no. Yes, since if they believe me, maybe they'll make the proper changes. But 1 email isn't going to change anything. However, I have no right to complain unless I let them know.

 

[sonofanarchy]

Oh that's good. You can't have a bad time staying at Boardwalk

I agree. We stayed there 2 years ago and it was fantastic.

 

[MinnieLovesMickey12]

We were just at WDW Nov 10-16th. We stayed offsite so we did not have MB or FP+. We did use FP- for Soarin at Epcot and TSMM at HS. But other than that we did not use FP-. The standby lines were pretty decent for almost everything.

If and when they ever do provide FP+ for offsite guests I think it will work well for us because we go at rope drop, hit major headliners and then ride a few smaller rides before lunch. We usually have lunch then leave by 1 or 2 at the latest.

So for us being able to schedule a few FP+'s for rides from 9 am to 12 pm would work out great for us.

We have never gone during a bad busy time. The busiest we have ever seen it was during this year's mid April trip but it still wasn't very bad.

I don't know how they are tiering the FP+ or what rides you can and can't schedule. I do know from reading posts here on the boards that you now cannot schedule Test Track AND Soarin. For us that wouldn't be a big deal. We would FP+ one of them and the other one we would ride at RD.

But once they make FP+ available to all guests I have a feeling the FP+ line might be longer than the standby line.

What I am most concerned about is all the ppl who DON'T read message boards. All the ppl who have to learn about FP once they get there. How is FP+ going to help them if they book a 7 night vacation and show up and legacy FP- is gone? How available will FP+ times be for them if they have to pick them and schedule them for that day once they find out they have to do it.

What is the point of this FP+ anyway?

Replacing the GAC with the DAS should have helped cut down the fastpass wait times and lines. So what is the point of limiting the FP's a person can get?

But I also agree with a few PP's that emailing Disney and telling them I won't be coming back is probably not an effective way for them to take your feedback seriously. Because for one, if you are really not coming back then who cares what you do and do not like? You won't be there anyway. And if you are only really threatening that you will never come back but you know you really will then you just appear to be someone who is using a threat to try and get something for free. Something comped to you. Because let's face it, almost everyone on here who writes Disney and complains says they are not looking for compensation but when Disney does give them something for free they start threads talking about how GREAT Disney customer service is. If Disney doesn't, then you have threads where ppl are complaining that Disney just doesn't care.

For whatever reason Disney is doing this it is obviously something that will benefit them or they would not spend a billion dollars on it. For a Billion dollars Disney could have built another park, built a second Soarin and TSMM.

 

[The Hub]

Yes and no. Yes, since if they believe me, maybe they'll make the proper changes. But 1 email isn't going to change anything. However, I have no right to complain unless I let them know.

Actually, with Disney, one email can change everything. These changes can also happen overnight. I bet you also didn't know that complaints to Guest Relations that actually are important get forwarded to the offices in Burbank occasionally?

 

[sonofanarchy]

For whatever reason Disney is doing this it is obviously something that will benefit them or they would not spend a billion dollars on it. For a Billion dollars Disney could have built another park, built a second Soarin and TSMM.

Companies don't always make the best financial decisions. And Disney, as out of touch with the wants of it's guests as they have been the past few years, could easily have made a miscalculation.

 

[Vidia2]

I'm not sure if it's okay to post links. In some places it seems to be okay, in others not okay so maybe the moderators can just delete if it's not okay, obviously.

I've found this review of the new DAS system to be helpful as it explains what to do if you have a child who needs further assistance beyond what the DAS can provide.

http://****************.com/wdw-disability-assistance-serviccard-das-walt-disney-world/

As for condescending CMs, I find that it's best to add them to my ignore list. People who complain about customers are usually unhappy in their jobs and that's Disney's problem. It's our problem but only temporarily.

 

[1girln3boys]

I know this has been asked before but what is the best email to use? While I did have a very magical bday trip I was very unhappy with the FP lines in Epcot and only Epcot seemed to have that issue.

 

[Vidia2]

What I am most concerned about is all the ppl who DON'T read message boards. All the ppl who have to learn about FP once they get there. How is FP+ going to help them if they book a 7 night vacation and show up and legacy FP- is gone? How available will FP+ times be for them if they have to pick them and schedule them for that day once they find out they have to do it.

Disney is going to let everyone know about FP+ when they tell them the benefits of the Magic Band. FP+ will be available to everyone. Isn't that the plan?

Replacing the GAC with the DAS should have helped cut down the fastpass wait times and lines. So what is the point of limiting the FP's a person can get?

DAS users are still going through the fastpass lines, not the standby lines. The fastpass lines are the alternate entrance. I never understood why some people think that this change will shorten the fastpass lines. Not only will it not shorten the lines, the new DAS system will decrease the amount of FPs (both kinds) available for non-DAS users as we are now going to access those in addition to the DAS return times which are in the fastpass lines. My family, as an example, will still be going through only fastpass lines, except when the standby line is shorter than 15 minutes (or whatever the cutoff is). We'll still be riding just as many rides as we did before, alternating FP+ with DAS. The only thing that's different is that we may be in one fastpass line when we would have been in another.

 

[going/again]

"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.




But anarchy, you haven't even BEEN there under this new group of circumstances. How on earth could ANYONE take it seriously? .

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.

My wife is very clear what her needs are and has never had a problem in our previous 28 visits, however the last trip the CM at GS took one look at her in her chair and said you dont need as DAS, this was obviously as the Hub said "we know what your going to say before you say it" the ignorant CM refused to even listen to her.

Regarding the physic comment re read the Hubs post what you say is not what he said.

 

[going/again]

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.

This is fine as long as cm is prepared to listen trying to explain the situation to the cm that dealt with my wife was pointless, she had no intention of listening, maybe she should go back to basics?.

 

[aaarcher86]

We were just at WDW Nov 10-16th. We stayed offsite so we did not have MB or FP+. We did use FP- for Soarin at Epcot and TSMM at HS. But other than that we did not use FP-. The standby lines were pretty decent for almost everything. If and when they ever do provide FP+ for offsite guests I think it will work well for us because we go at rope drop, hit major headliners and then ride a few smaller rides before lunch. We usually have lunch then leave by 1 or 2 at the latest. So for us being able to schedule a few FP+'s for rides from 9 am to 12 pm would work out great for us. We have never gone during a bad busy time. The busiest we have ever seen it was during this year's mid April trip but it still wasn't very bad. I don't know how they are tiering the FP+ or what rides you can and can't schedule. I do know from reading posts here on the boards that you now cannot schedule Test Track AND Soarin. For us that wouldn't be a big deal. We would FP+ one of them and the other one we would ride at RD. But once they make FP+ available to all guests I have a feeling the FP+ line might be longer than the standby line. What I am most concerned about is all the ppl who DON'T read message boards. All the ppl who have to learn about FP once they get there. How is FP+ going to help them if they book a 7 night vacation and show up and legacy FP- is gone? How available will FP+ times be for them if they have to pick them and schedule them for that day once they find out they have to do it. What is the point of this FP+ anyway? Replacing the GAC with the DAS should have helped cut down the fastpass wait times and lines. So what is the point of limiting the FP's a person can get? But I also agree with a few PP's that emailing Disney and telling them I won't be coming back is probably not an effective way for them to take your feedback seriously. Because for one, if you are really not coming back then who cares what you do and do not like? You won't be there anyway. And if you are only really threatening that you will never come back but you know you really will then you just appear to be someone who is using a threat to try and get something for free. Something comped to you. Because let's face it, almost everyone on here who writes Disney and complains says they are not looking for compensation but when Disney does give them something for free they start threads talking about how GREAT Disney customer service is. If Disney doesn't, then you have threads where ppl are complaining that Disney just doesn't care. For whatever reason Disney is doing this it is obviously something that will benefit them or they would not spend a billion dollars on it. For a Billion dollars Disney could have built another park, built a second Soarin and TSMM.

I don't know how long they'll do it but I got a flash drive in the mail with a little video and booklet explaining FP+, the MBs, and the dates I needed to know regarding scheduling. It probably won't help everyone but I did think it would be good for someone who has no idea.

 

[conniehar90]

All - I am the PP in #4 who sent an email to Disney last week regarding my concerns with the FP+ program and specifically for offsite guests.

I just got a call from Daniel in Guest Services regarding my email. He was ever so pleasant! I wouldn't say I received any exciting new information but I did receive a listening ear and an attitude that made me believe that Disney really does care about their customers.

I was told things that we all know - we are in a testing phase right now, results/feedback is being reviewed every day, changes made, etc. He did tell me that by the time I visit in March there is a good likelihood that this will be available for offsite guests. I did not get the impression that they are going the route of having to pay for this service. He mentioned that they do not want to take anything away from their guests as they know the backlash would be horrendous and their ultimate goal is to please all their guests.

I was told that the legacy FP system is still available for my use ( I was NOT told stanby is always available) and when I mentioned the concerns about FP- running out within minutes he agreed that this has happened but that they are always making changes to try to make the experience better.

He thanked me for my input and told me my email has already been uploaded into the FP review database so that the powers that be have access to all of the opinions from guests.

This is the kind of service I expect from Disney and I am very happy that I was able to speak to Daniel today about my concerns! Nothing is solved but at least I feel like I was heard.

 

[MinnieLovesMickey12]

I don't know how long they'll do it but I got a flash drive in the mail with a little video and booklet explaining FP+, the MBs, and the dates I needed to know regarding scheduling. It probably won't help everyone but I did think it would be good for someone who has no idea.

You got that because you are staying onsite. But all of the ppl NOT staying onsite, Disney has no way of alerting them about the system once offsite guests will be included. Some ppl don't even know about a Disney website or MDE and some ppl don't even buy their tickets until they get to the park their first morning.

 

[aaarcher86]

You got that because you are staying onsite. But all of the ppl NOT staying onsite, Disney has no way of alerting them about the system once offsite guests will be included. Some ppl don't even know about a Disney website or MDE and some ppl don't even buy their tickets until they get to the park their first morning.

Yes, right. I said it won't help everyone but it would at least be something for a portion of guests that might not know.

 

[lugnut33]

The reply to my e-mail to Guest Relations:

Thank you for contacting us regarding the Walt Disney World® Resort.

I am very sorry for your disappointing experience regarding FASTPASS+/My Disney Experience Application and a change in Cast Members on property. Your feedback is very important to us and we truly appreciate that you took the time to send us your comments. It is through feedback, like yours, that we learn what we must do to ensure the Disney magic is preserved for everyone.

We truly appreciate that you are such a dedicated fan of the Walt Disney World Resort and that you care enough to share your feedback. Our hosts and hostesses are always expected to maintain our company's reputation for providing outstanding Guest service, and we apologize if the particular individuals you encountered did not reflect the high standards for which our Cast is known. You may be assured that your feedback has been forwarded to the appropriate individuals.

Once again thank you for your honest and constructive feedback.

 

[bcrook]

The reply to my e-mail to Guest Relations:

All better now?