Filing a complaint

[bradisgoofy]

We had an incident while on our latest trip to WDW. Our DS, 19, slipped and fell in the rain while at Epcot and got a gash in his chin. He was by planet Earth and CMs took him to first aid and they told him he needed stitches. They had taken him to the back of the World showcase and after the exam said they would take him to the off property clinic. When they realized it was after 6pm they said they didn't transport after 6pm. So they told him he would have to make his way there on his own. They didn't even offer to take him back to the bus stops at the other end of the park. We feel this could have been handled better.

Could someone give me an email or address to complain about DS's treatment?

 

[Aliceacc]

Forgive me if this comes out wrong, but I'm not sure you have a complaint.

He fell in the rain, not because of any negligience on the part of Disney.

He's 19- an adult.

It wasn't (from the description anyway) something that required a 911 call.

I'm not sure exactly what they could have done, other than walking a 19 year old man back to the spot where the accident occurred.

(edited to add: What does your son think? Did he ask for the phone number of a local cab company? Were they forthcoming with information? What does he think they should have done for him that he couldn't have done for himself?

I'm picturing myself as an 11 year old, falling off my bike (riding with no hands around a corner-- not my brightest move ever), picking myself up, getting myself home, and mom taking me to the hospital for stitches in my chin. )

I hope I'm wrong. I hunted and found you these addresses:



Walt Disney World Guest Relations
P.O. Box 10000
Lake Buena Vista, FL 32830

This is the universal address! For example, if you want to write to the General Manager of All Star Music, or any other resort, address the envelope to the person and use the P.O. Box 10000 address.
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

wdw.guest.communications@disneyworld.com


Mr. Robert Iger
Chief Executive Officer
The Walt Disney Company
500 South Buena Vista Street
Burbank, CA 91521-4873

Mr. James A. Rasulo
Chairman
Walt Disney Parks & Resorts
500 South Buena Vista Street
Burbank, CA 91521-4873


Al Weiss
President
Worldwide Operations
Walt Disney Parks and Resorts
PO Box 10000
Lake Buena Vista, FL 32830

 

[fan of the TTA]

Forgive me if this comes out wrong, but I'm not sure you have a complaint.

He fell in the rain, not because of any negligience on the part of Disney.

He's 19- an adult.

It wasn't (from the description anyway) something that required a 911 call.

I'm not sure exactly what they could have done, other than walking a 19 year old man back to the spot where the accident occurred.

I hope I'm wrong. I hunted and found you these addresses:



Walt Disney World Guest Relations
P.O. Box 10000
Lake Buena Vista, FL 32830

This is the universal address! For example, if you want to write to the General Manager of All Star Music, or any other resort, address the envelope to the person and use the P.O. Box 10000 address.
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

wdw.guest.communications@disneyworld.com


Mr. Robert Iger
Chief Executive Officer
The Walt Disney Company
500 South Buena Vista Street
Burbank, CA 91521-4873

Mr. James A. Rasulo
Chairman
Walt Disney Parks & Resorts
500 South Buena Vista Street
Burbank, CA 91521-4873


Al Weiss
President
Worldwide Operations
Walt Disney Parks and Resorts
PO Box 10000
Lake Buena Vista, FL 32830

the boy was probably shocked after the accident.

the reason the complaint is lodged, is becaus disney staff didon't walk him back to the bus stop, and they didon't follow it up in any way. they should him on transport, even if it was past 6, or at least got him first aid

that's how i see it

 

[JPN4265]

If this had happened in a park, or at your own home, would you have expected someone else to transport you to the doctor or clinic? Some times you should just take care of your own.

 

[Aliceacc]

He's 19-- legally an adult. He fell and cut his chin.

As I see it, he was capable of dealing with this himself.

Perhaps I'm missing some details, or not being compassionate enough (and please don't get me wrong-- I sympathize with anyone who has something like this happen, especially on vacation.)

But I see a world of difference between this happening to a 19 year old adult and a 12 year old on a school trip. The latter needs someone to hold his hand and take care of him; I'm not as convinced that the former does.

What would have happend with the exact same scenario on the streets of Orlando? Who would be expected to come to the rescue there?

 

[3DisneyNUTS]

If this had happened in a park, or at your own home, would you have expected someone else to transport you to the doctor or clinic? Some times you should just take care of your own.

If I saw someone fall gash their chin to the point of needing stitches I would help them find their way home or call a family member for them no matter how old they are. I mean my God why is it that the victim gets blamed when something happens at Disney. The CMs could have at least called someone.

OP I hope your son is ok.

 

[Aliceacc]

"Victim" of what?? A rainy day?

I'm not blaming anyone. I'm just suggesting that getting a cab was something a 19 year old might be able to handle without any additional help.

I just don't see any basis for a complaint. But I did find the addresses, as I'm sure the OP disagrees, (or she wouldn't have posted in the first place. )

 

[3DisneyNUTS]

"Victim" of what?? A rainy day?

I'm not blaming anyone. I'm just suggesting that getting a cab was something a 19 year old might be able to handle without any additional help.

NO a victim of a facial laceration that needed stitches. A victim of an injury. I just don't get how a person who just hurt themselves no matter what the reason is left to fend for themselves. And IMO 19 is not that "old" helping the kid out would have been the right thing to do. Looking at it and saying you need stitches but it is after 6pm be on your way is strange. Someone should have followed through to make sure he was ok.

 

[dvczerfs]

If I saw someone fall gash their chin to the point of needing stitches I would help them find their way home or call a family member for them no matter how old they are. I mean my God why is it that the victim gets blamed when something happens at Disney. The CMs could have at least called someone.

OP I hope your son is ok.

i agree! at least call the kid a cab! something.

 

[dvczerfs]

to give you an idea what its coming to, the local munis. in pa have started to remove the "slippery when wet " and the "bridge maybe icy" signs from the road ways. a local muni was sued, and lost because putting a sign up like that, admits the road has a problem in that area. so next time you drive in pa, the roads not slippery and theres no ice on the bridge. if you lose it, its your fault. anyway, whos ever fault it is, if your in trouble, i would try to help you!!

 

[3DisneyNUTS]

to give you an idea what its coming to, the local munis. in pa have started to remove the "slippery when wet " and the "bridge maybe icy" signs from the road ways. a local muni was sued, and lost because putting a sign up like that, admits the road has a problem in that area. so next time you drive in pa, the roads not slippery and theres no ice on the bridge. if you lose it, its your fault. anyway, whos ever fault it is, if your in trouble, i would try to help you!!

UGH!!! That is strange and scary at the same time.

 

[lovetoscrap]

I think the issue that bradisgoofy is getting at is the fact that Epcot is a big park. The First Aid station is located back by Mexico in the World Showcase. I know how long that walk can be because we were just there and my dd needed to go to the nurse and it seemed like it took forever for us to get there. Especially with a crying, injured child.

I am assuming that the CM's helped to transport (probably using something like a golf cart?) the young man to the first aid station but then basically left him on his own, needing stitches, to make the long walk to the front of the park and arrange for his own transportation.

No matter what the age of the victim I would be a bit upset also. If they had the resourses to help him get all the way to First Aid the least they could have done is help him get back to the front of the park where he could arrange transportation. Especially if you assume it was probably still rainy and wet and he was in great pain. Just from a liability stand point you would think it would be in their best interest to have someone escort him off the property so he didn't faint or fall again and injure himself further.

And I have to say that to make the offer to transport him themselves, and then realize that after 6pm they won't help, when the park is open until 9pm or later some nights seems a bit strange also. We have seen lots of stories on these boards where WDW did help to transport ill or injured guests to the local hospital no matter what the time.

Bradisgoofy, please do follow up on this with an address and let us know if you hear back.

 

[fan of the TTA]

If I saw someone fall gash their chin to the point of needing stitches I would help them find their way home or call a family member for them no matter how old they are. I mean my God why is it that the victim gets blamed when something happens at Disney. The CMs could have at least called someone.

OP I hope your son is ok.

i would call someone as well, just to make sure they have arangements and everything's okay

 

[fan of the TTA]

He's 19-- legally an adult. He fell and cut his chin.

As I see it, he was capable of dealing with this himself.

Perhaps I'm missing some details, or not being compassionate enough (and please don't get me wrong-- I sympathize with anyone who has something like this happen, especially on vacation.)

But I see a world of difference between this happening to a 19 year old adult and a 12 year old on a school trip. The latter needs someone to hold his hand and take care of him; I'm not as convinced that the former does.

What would have happend with the exact same scenario on the streets of Orlando? Who would be expected to come to the rescue there?

yes, but it's not all about age.

it's about weather the cast members care enough to help.

obviously not this time round

 

[livie1205]

they should have made sure he got the treatment he needed, I fell in MK a few years ago (down some stairs,in the dark) and broke my foot,they had people (in suits) with me all the way to the ambulance and paid for my taxi back to the resort later....I never got a bill...but they checked on me a few times and insisted on me getting the right med treatment.

 

[fan of the TTA]

they should have made sure he got the treatment he needed, I fell in MK a few years ago (down some stairs,in the dark) and broke my foot,they had people (in suits) with me all the way to the ambulance and paid for my taxi back to the resort later....I never got a bill...but they checked on me a few times and insisted on me getting the right med treatment.

that's good you got the care you needed.

just wish more people were like that

 

[Rylee]

We had an incident while on our latest trip to WDW. Our DS, 19, slipped and fell in the rain while at Epcot and got a gash in his chin. He was by planet Earth and CMs took him to first aid and they told him he needed stitches. They had taken him to the back of the World showcase and after the exam said they would take him to the off property clinic. When they realized it was after 6pm they said they didn't transport after 6pm. So they told him he would have to make his way there on his own. They didn't even offer to take him back to the bus stops at the other end of the park. We feel this could have been handled better.

Could someone give me an email or address to complain about DS's treatment?

I would hope Disney would extend common courtesy and follow through.

Regardless of age and or fault, I believe if someone is injured while on Disney property, Disney does have a responsibility... perhaps not a legal responsibility, especially in this particular case, but definitely a good-will/human relations responsibility or even personal responsibility on the part of the CM, to assist in making sure the proper help is received.

The majority of travellers at Disney are not from the area... falling ill or having an accident while on vacation is worrisome enough, add the stress of not knowing the area, local hospitals, cab companies and phone numbers, etc., and it could be a frightening experience. By doing the "right thing," Disney could lend a little comfort.

I would definitely notify them.

I have seen stories on this board, of how Disney went above and beyond to offer their assistance, so I have a tendency to believe it probably a case of the individual CM's involved. By following up with this, perhaps Disney will review their policies on helping those in need.


Hope your son is doing well.

 

[bluejasmine]

I must say I am shocked not only by what happened at Epcot but the way this post was replyed to.
I always tell my kids and try to do the same, LIVE BY THE GOLDEN RULE. DO UNTO OTHERS AS YOU WOULD HAVE DONE TO YOU!
So with that said, no it wasnt WDW fault the young man fell BUTwhy coulndt the CMs have gone the extra mile and just took him back to the resort to make sure he could get with his family and get the medical attention he needed? Age isnt even a factor here! Neather is who is liable it is about looking out for your fellow man!
I know if it would have been me, I would have been very dissapointed and they way I looked back on that trip would be forever changed. WDW is reknown for the way they take care of their guests so this is a bit dissapointing. I hope to hear guest relations help to resolve this pls let us know what happens...

 

[Rylee]

He's 19-- legally an adult. He fell and cut his chin.

As I see it, he was capable of dealing with this himself.

Perhaps I'm missing some details, or not being compassionate enough (and please don't get me wrong-- I sympathize with anyone who has something like this happen, especially on vacation.)

But I see a world of difference between this happening to a 19 year old adult and a 12 year old on a school trip. The latter needs someone to hold his hand and take care of him; I'm not as convinced that the former does.

What would have happend with the exact same scenario on the streets of Orlando? Who would be expected to come to the rescue there?

You right... you're "not being compassionate enough."

What does age have to do with it? If my 85 year old Mom, 26 year old daughter or 6 year old son, is hurt badly enough to require a trip to the hospital and stitches, I would hope someone would help them receive the care they need.

I don't think anyone is talking about a lawsuit, just saying it could have and should have been handled differently.

 

[biscuitgirl]

Having spent 3 summers working at a park (I worked as a Space Camp counselor), I certainly know about kids/adults getting sick and injured. It was definitely our responsibility to see the sick/injured through to the end. We had groups of 12-15 kids at a time under our wing and many times I would have to delay our day due to a kid getting sick on a simulator or injured due to pure stupidity. If I had simply dismissed a kid or adult to take care of themselves, I would have been severely reprimanded.

If I were in this situation, I would hope that Disney would do everything in their power to take care of me as a customer. After all, we pay good money to go to Disney. I expect excellent customer service. I would not want to know that Disney would say "sorry, but it's past the time we can help you." That makes no sense. I think the OP is very fair to file a complaint, because I would do the exact same thing. I am a fair person, but since I have been in that situation, I understand what is expected of a person in that role.

I would also like to know the outcome of this situation.