FB enforcement meltdown--that was sight to witness!

[KellyNY]

That's what I was thinking. It's a ride, really. I feel badly for the CM and for the people around the spectacle.

Yes, it is just a ride, it is just a meal, it is just anything but this is how some people are and they know Disney try to "fix" it even if customer is wrong and they take a full advantage of it. If CM did not let them on, they would go to and complain and believe me they would twist it so CM would actually get in trouble. Good thing however Disney already made some effort to stop this complaining nonsense, they now ask for ID and contact info if you want to complain.

 

[pigletto]

Disney needs to back their CM's. Too many people know full well that they do not have to follow rules, and if a CM dares try to make them, Disney will give them compensation for their 'troubles'.

I believe it's time for Disney to reverse a troubling trend.

This. While I would love to see a cast member stick to their guns I feel they are getting really mixed messages a lot of the time. It's all well and good to expect them to enforce the rules, but with no back up and the likelihood of getting in trouble if the customer complains, who can blame them for backing off.
I have a 15 yr old dd. She is very sweet and shy. I can't even imagine her in that scenario in a couple of years. She'll learn through job experience I am sure, but she would freeze if someone was yelling and screaming at her.
Some of these cast members are just kids. I'm sure we'd all have a much better customer experience if they were supported and had the back up to do what they are asked to do.

 

[pepe of ohio]

It's my opinion in situations like this, security should be called and the offender should be escorted out of the park. Disney needs to quit coddling the 'I'm so special, rules don't apply to me' crowd.

Totally totally agree... Until CM's have the authority it will continue.... Like bullying CM's....

 

[WDSearcher]

Disney needs to back their CM's. Too many people know full well that they do not have to follow rules, and if a CM dares try to make them, Disney will give them compensation for their 'troubles'.

I believe it's time for Disney to reverse a troubling trend.

I'm sure they would, if it were actually a "troubling trend". There are hundreds of thousands of people at WDW every week, and a very small percentage of people are as rude as the person observed in this post. If it were more than that, everyone from The Orlando Sentinel to Fox News would be reporting on it.

Rude people just get all the press -- even here on the DIS. No one ever comes back and reports about the 500 instances of people being nice to each other that they witnessed. They talk about the one mean guy yelling at Thunder Mountain.

Disney does back its CMs. But it's also to everyone's benefit to get a difficult situation fixed quickly. Get everyone on their way before it turns into a scene. So what if some difficult person gets to use their FP late? Okay ... so ... they "won". Woo hoo. At some point it will come back and bite them -- it always does. But it serves no one for security to come in and bounce someone from the park for being rude. It's not going to "teach the guy a lesson", and it's not going to stop the next guy. If punishment were a deterrent, putting bad guys in jail would bring an end to crime.

Besides ... there's no standard. Everyone's tolerance level is different. There were times when I was working strollers that people would be frustrated or upset or just a little OCD about how long it was taking to find them the perfect stroller (as they kept trying out new ones because little Mikey didn't like the last one) ... and those guests were difficult. Some CMs I worked with would ask me how I could have possibly stayed calm "during all that abuse". And I would be all ... "Um ... what abuse?" What they perceived as an impossible abusive guest, I perceived as a difficult situation that required patience. There is no standard for when it's bad enough to call security. What one CM thinks is worthy of a call to security, another CM may see as a hot, frustrated father and let it go.

 

[stindall]

My kids always get upset with me because I'm the kind that will say something to people like that. Doesn't always help the situation but I'm like many others who have no tolerance for those who think they are above the rules.
And believe me it's the last thing I want to do on vacation

I've learned it doesn't help to talk to people like that. They'll get even more upset. Instead is usually try and cheer the CM up it's amazing how rude people can be at the 'happiest place on earth'

 

[KellyNY]

I'm sure they would, if it were actually a "troubling trend". There are hundreds of thousands of people at WDW every week, and a very small percentage of people are as rude as the person observed in this post. If it were more than that, everyone from The Orlando Sentinel to Fox News would be reporting on it.

Rude people just get all the press -- even here on the DIS. No one ever comes back and reports about the 500 instances of people being nice to each other that they witnessed. They talk about the one mean guy yelling at Thunder Mountain.

Disney does back its CMs. But it's also to everyone's benefit to get a difficult situation fixed quickly. Get everyone on their way before it turns into a scene. So what if some difficult person gets to use their FP late? Okay ... so ... they "won". Woo hoo. At some point it will come back and bite them -- it always does. But it serves no one for security to come in and bounce someone from the park for being rude. It's not going to "teach the guy a lesson", and it's not going to stop the next guy. If punishment were a deterrent, putting bad guys in jail would bring an end to crime.

Besides ... there's no standard. Everyone's tolerance level is different. There were times when I was working strollers that people would be frustrated or upset or just a little OCD about how long it was taking to find them the perfect stroller (as they kept trying out new ones because little Mikey didn't like the last one) ... and those guests were difficult. Some CMs I worked with would ask me how I could have possibly stayed calm "during all that abuse". And I would be all ... "Um ... what abuse?" What they perceived as an impossible abusive guest, I perceived as a difficult situation that required patience. There is no standard for when it's bad enough to call security. What one CM thinks is worthy of a call to security, another CM may see as a hot, frustrated father and let it go.

There is a standard, if guest raises voice or start using some words or threatens CM or other guests in any way, no matter what is your level of tolerance, it is time for security. Not saying that this is what happened here, we did not see, however there is a difference between difficult guest and plain trouble.

 

[disneychic2]

I don't know how they enjoyed their ride after a display like that.

 

[larryz]

Have to agree. I'm sure they had some idea. For the most part, most guests used those stupid FPs within the stated window time. Those using them past the window, for late entry, were a small percentage. So, I find it hard to believe that anyone the used them late, wouldn't know they had to now be used within the stated window.
So...they have a hissy fit, and are then allowed to enter. I would bet the farm that they did that on more than one occasion!! If the CMs had refused them entrance, they would have had to stop using the FPs late...plain and simple.

Do the FP machines still have the "Use them in the window" signs?

 

[lilpooh108]

Nothing like showing your children an inappropriate way to handle a situation.

I called someone out on this once. We were at the Nassau airport and this couple with 2 kids cut right in front of me to get to the airline counter. The husband started yelling that he didn't see me standing in line (what?), etc.

I calmly told him that he was setting an awesome example in front of his kids. He actually got stone faced for 2 seconds and let me by. Now I know it works

 

[haPevraftr]

Have to agree. I'm sure they had some idea. For the most part, most guests used those stupid FPs within the stated window time. Those using them past the window, for late entry, were a small percentage. So, I find it hard to believe that anyone the used them late, wouldn't know they had to now be used within the stated window.
So...they have a hissy fit, and are then allowed to enter. I would bet the farm that they did that on more than one occasion!! If the CMs had refused them entrance, they would have had to stop using the FPs late...plain and simple.

I agree with this! I bet this person chose to ride late and knew to throw a fit to get his/her way (and probably did it more than once that day). I know someone like this and it drives me crazy. To see this person in action is appalling. This person is a manipulator and a liar in order to get anything and everything for "free". The problem is that this person doesn't see it as unethical, because it is thought of as working within the "system" because it is entitled to the recipient. This person is the one you find starting arugments in line or on the buses, as well. You know who I mean. I can't imagine living my life like that.

 

[DisneyBelle27]

I don't know how they enjoyed their ride after a display like that.

They enjoyed it just fine since they got what they wanted.

 

[Mickeyistheman]

I work in Customer Service and I can tell you first hand, even if they are wrong and you know they are wrong. Once they send that email complaining my company gives them what they want.

It is quite frustrating.

Because in the end, a mad or angry customer is 10 times worse.

It happens all the time and not just in Disney, I see it everyday either at a store, my daily work etc.

However, I don't understand why Disney did change the procedure? Was it realy causing such a problem?

Also if that is the case then it should be more well known than just here on the Dis Boards.

 

[bauer1168]

Disney does back its CMs. But it's also to everyone's benefit to get a difficult situation fixed quickly. Get everyone on their way before it turns into a scene. So what if some difficult person gets to use their FP late? Okay ... so ... they "won". Woo hoo. At some point it will come back and bite them -- it always does. But it serves no one for security to come in and bounce someone from the park for being rude. It's not going to "teach the guy a lesson", and it's not going to stop the next guy. If punishment were a deterrent, putting bad guys in jail would bring an end to crime.

I do agree with you to a point. Sometimes it's the easiest way to diffuse a situation which could become ugly.
As far as so what if a difficult person gets to use their late fp, I would have to disagree. Their is a time window clearly stated on the fp to return by. We all have to conform to this rule. If they can go on a ride after their time window, then what's the point of putting a time window on it? Can't have one rule for some guests and different rules for others on it.
To the OP, are you still at WDW? If so, how about popping into guest services and explaining what happened and that you thought the cm did a great job under the pressure and abuse hurled her way?

 

[KellyNY]

I work in Customer Service and I can tell you first hand, even if they are wrong and you know they are wrong. Once they send that email complaining my company gives them what they want.

It is quite frustrating.

Because in the end, a mad or angry customer is 10 times worse.

It happens all the time and not just in Disney, I see it everyday either at a store, my daily work etc.

However, I don't understand why Disney did change the procedure? Was it realy causing such a problem?

Also if that is the case then it should be more well known than just here on the Dis Boards.

It is well known, it is right on FP, it literally spells, you cannot return after window. They also have or at least had signs by FP machines, and it is printed right on schedule, not to mention all the fuss on Dis and number of news articles all over the place.

 

[BiancaBernard&Penny]

Originally Posted by GeneralTso
I guess I'm more surprised at the level of animosity and anger over a ride. A ride. At a theme park.

Makes me wonder how people like that handle real crisis or really meaningful situations that actually matter.

Apparently they have found that tactics like this work. So I'm sure they'll use them again down the road for something else. And it will work again. Sigh.

Yeah. This.
I'm a nurse in an ICU and this "the customer is always right has lead to many families demanding predictions and performance that all the combined power and magic of Maleficent+Snow Queen+Blue Fairy+Flora, Fauna, and Merriweather could not produce.
And it's more than old fashioned angry grief. It's genuine "I'm paying the bills, I own your time, you must do as I order entitlement".

 

[brockash]

It's my opinion in situations like this, security should be called and the offender should be escorted out of the park. Disney needs to quit coddling the 'I'm so special, rules don't apply to me' crowd.

Absolutely, and it's not just Disney, it happens a lot everywhere, and it's only going to keep happening more and more. All it does is show people and encourage others who may not have been so nuts to behave in a pathetic manner, because the outcome is...you get what you want.

It drives me crazy when ppl. enable and give in to this type of behavior. Not only does it do a disservice to the normal "behaved" ppl., but it just encourages the bad behavior. So stupid.

 

[PeterPanic]

I am usually a strong supporter of CM's but in this case there was another level to turn too and that was a manager. CM's should never be put in the position of allowing someone, especially someone bullying their way in, to just get on a ride. In fact, they should be forbidden to do so.

A manager should have been called in before anything else. The likelihood of the manager just letting them ride is quite high, but, it does make them wait for a few minutes and cool their heals. In the mean time others are going ahead. Ideally, the person last in standby line when they arrived might get on before them. It won't necessarily stop these incidents from happening but the inconvenience of it might deter future attempts. If the offending person raises the level higher and becomes more and more belligerent, then security should be called.

Giving into loud mouthed fools, is a sure way to breed more loud mouthed fools. It never fails to be the case. If the CM's start to arbitrarily decide that their life will be easier if they just let them ride, I will guarantee that many more will follow. It wouldn't surprise me in the least that this is how the come back past the window problem started to begin with and just snowballed over the years.

I don't want CM's to take abuse and I also don't want them to be responsible for decisions that should be made by management. Let management earn that extra money.

 

[NHKristy76]

That reminds me, I have to finish writing my "strongly worded'" letter to guest services regarding alcohol in MK, brand-less napkins, and MSB serving Starbucks.

The napkin thing still ticks me off...

 

[waynesgirl]

I'm sorry to be the one to point this out, as in other threads when I say something against the grain, somebody wants to call me a pot stirrer, but I remember several months ago, as the whole FP "change" was coming down the pipeline, a lot of people on these threads were really quick to tell a CM how to do their job about the FP by going to guest services. No excuse for someone treating anyone like dirt like the OP saw but please tell me the difference in someone going to a super for not doing it right (in their mind) or going to one for doing it right....there are so many mixed messages on these boards, It's almost scary. I just hope for anyone else on this thread a safe and happy trip...sometimes people stink.

 

[bytheblood]

It's my opinion in situations like this, security should be called and the offender should be escorted out of the park. Disney needs to quit coddling the 'I'm so special, rules don't apply to me' crowd.

My exact thought!!!