Got harassed twice yesterday about expired fastpasses

[mrzero]

We used RSR FP @ 9pm when the stated time was 10:40-11:40am. This was on July 31. The CM informed me that they were anticipating enforcing them after the summer and were starting to let guests know. We were permitted to ride no problem but was just given this heads up. It may be coming folks, try not to jump from a ledge!

 

[HappyHaunt]

In general I get annoyed how the rules depend on the CM. We've had this happen with a few things (particularly when we had someone in a wheel chair with us). I have no problem with following the rules, but don't act upset with customers about the rules when it's something that is usually allowed. They need to have a consistent set of rules that all CM's follow. It's a lot less confusing! Honestly they shouldn't have let people use them past the time to begin with. It's going to be quite the headache trying to get the word out once they change the policy.

 

[igo4yellin]

These CMs would get less confused extremely fast if you asked for a manager for clarification on the rules in front of the CM. This sounds like a case of a Fast Pass Return cast member wanting to feel a little more "in control" than they actually are.

 

[canopynut66]

harressed???? for a CM to actually follow the rules?

 

[igo4yellin]

harressed???? for a CM to actually follow the rules?

Actually, the "rules" as they stand, are for them FPs to be accepted late without question.

 

[Zzizzy]

...[CMs] are going to start going by the actual time because it works so well at Disney world...

We all know what's coming. It's only a matter of time. Whether some CMs are starting to "encourage" staying within the FP times, or whether this is some kind of loose directive, we all know that at some point (maybe sooner rather than later) FP times will be enforced at DLR.

And it's all about Fastpass Plus (or whatever they want to call it this month). That program will not work effectively unless FP times are enforced to the point where capacity can be accurately predicted. It's coming! And FP time enforcement is just the start.

So enjoy it while we can. That "privilege" will be ending before we know it.

 

[Disney Dreams]

Maybe harassment isn't the right word but it's certainly poor customer service to have CMs making the return time an issue when it's the norm to accept "expired" FPs. My wife was turned away from Splash with an expired FP. My wife even pointed out the return time said AM, not PM and the lady told her that wasn't the issue, it was that the FP had expired. My wife felt embarrassed since there were people behind her listening to the whole exchange and she was made to feel like she did something wrong, as if she was trying to pull a fast one. It was also the first time ever she tried to use a FP beyond the stated return time so she didn't press the issue. Instead we went to Thunder Mountain and used "expired" FPs and all the CM there did was smile and welcome us to the ride. Then we repeated that same experience for the rest of our trip with no additional inquiry from CMs about return times.

So what I'm hearing you say is that if a CM actually enforces a rule (the FP clearly has a usage time listed on it), then they are showing poor customer service. I have to disagree. This is the problem (at any establishment) when some enforce rules and others don't.

Suppose you have gone to a store and made a return before and the employee did not ask for a receipt. The next time you go to the same store and are told you cannot return an item without a receipt, you will get mad at the employee who is actually following the policy, when in reality that employee is the one doing the right thing

Fastpasses have a use window. If the cast member at the FP return line is not enforcing it, that's your lucky break. If they do, they are not doing something wrong. They are enforcing a rule.

They certainly are not harassing anyone or providing poor service.

These CMs would get less confused extremely fast if you asked for a manager for clarification on the rules in front of the CM. This sounds like a case of a Fast Pass Return cast member wanting to feel a little more "in control" than they actually are.

Wow. I think your post is very condescending towards cast members who are doing their jobs. "CMs would get less confused extremely fast" - Who says they are confused? They are following a rule. "Wanting to feel a little more "in control than they actually are." Actually, if they are in charge of that line at the moment you pass through, the ARE in control. THey are not making up a rule. They are enforcing an existing policy that is written right on the FP itself.

harressed???? for a CM to actually follow the rules?

Actually, the "rules" as they stand, are for them FPs to be accepted late without question.

Actually, the rules as they stand are for the FPs to be accepted within the window printed on them. The CM has the flexibility to accept them late if they so choose.

- Dreams

 

[MyYearWithTheMouse]

Actually, the "rules" as they stand, are for them FPs to be accepted late without question.

No, the rules, as articulated on the FP, are that the FP must be used within the window shown. That DLR has been in the habit of granting exceptions to this rule does not mean that the exception is the rule.

 

[starshine514]

I'm not sure, since they made an announcement about enforcing FP return times at WDW, it stands to reason that the 'norm' was to accept expired FPs (or else there wouldn't have been an announcement and warning time for the new enforcement). I believe Disneyland should make a similar announcement if they are going to start enforcing the return window.

 

[marcemc]

On all our trips for the past 3 years, not once we have used a FP during the exact "return time window" and not once we have been asked about it.

We have been terribly spoiled

 

[MaloCS]

I think Disneyland could eliminate this issue by removing the time window from the FastPass. Then it's quite simple, just return to the ride after the designated time for access to the FastPass line, regardless if it's 5 minutes past the designated time or 5 hours.

Personally, I think the the time window should be adhered to otherwise, what's the point of having it? The software program used to create the FastPass time slots is designed around a certain number of people per time slot in order to achieve the desired wait times and ride efficiency. This not only impacts the people in the FastPass line but the folks in the regular line as well. However, if Disneyland permits this FastPass loophole then I see no ethical reason not to utilize it.

Regardless, given the state of modern day technology I don't see why Disneyland can't issue FastPasses based upon crowd levels. For example, if crowds are moderate then maybe having an open ended FastPass is feasible but if the park is bursting at the seams then 'windowed' FastPasses are issued. It should be easy enough to monitor since the FastPass will either have a single time or a time window.

 

[PinkBudgie]

When we there last month, I was waiting for my boys to ride Screamin'. It was around 9 AM, and the wait was listed at about 10 minutes but looked more like 5. I watched a family come up to the CM at the front of the ride and the man asked where to go to use their fastpasses. The CM pointed to the fastpass entrance and checked their fastpasses. Then he looked at the family and told them they could just get in the regular line since it was only a 5 or 10 minute wait and they could save their fastpasses for later. The man holding the fastpasses waved them in front of the CM's face and said something about them needing to be used now. The CM then explained that the fastpass couldn't be used before the window opened but could now be used anytime the rest of the day since the start time had passed. He was telling them they could ride the ride then with a short wait and then use the fastpasses for a second ride right after or even later in the day. The man with the fastpasses looked at the CM for a moment and said something about the fastpass having those particular times on it. The CM actually explained one more time. Then the family took their fastpasses and walked through the fastpass entrance to the ride. The CM just watched them go and shrugged.

That's odd because several weeks ago it was at Screamin that we were stopped for using an expired FP. It was the only time we were questioned about it. And it was due to the fact that our FP was for morning when there was no line so we saved it for later. The CM said, "Oh, these fastpasses are expired". I just smiled and said, "Please?" and he said that was the magic word and let us through. We are about half and half using FPs after the window and this was the first time the entire week we were stopped about it. But how ironic, we saved them for the very reason that CM told that other family to save them. I don't mind if they enforce the window, I just want them to be consistant.

 

[DisneytheKid]

Interesting

We've actually been almost turned away before from using a FP past the stated time. But, it was because the CM thought we were trying to use the FP before the appointed time.

We did have to point out that the time stamp was AM not PM.

We've also been reminded occasionally that we need to use the FP during the window printed on the ticket and that we can ride "this time". We just say "thanks" and go on the ride. It happens rarely, but it has happened to us.

I wouldn't stress about it unless and until there is an official announcement by DLR. Then I would be like this or this .

 

[perlster]

Do you know that raffles were "illegal" in California until just a few years ago? Let's say the church you attended sold tickets for $1 a piece for a chance to win some prize. If the police arrested the pastor, would you say "they were just doing their job"? If you answered "yes", there's nothing more to be said ...


Otherwise, consider the reality at Disneyland. Fastpass end times are not enforced. Some poorly trained CMS may go strictly by what they read on the passes. It appears that some others are "jumping the gun" in anticipation of a possible future modification of policy. In either case, they are wrong - PERIOD.

 

[MaloCS]

Do you know that raffles were "illegal" in California until just a few years ago? Let's say the church you attended sold tickets for $1 a piece for a chance to win some prize. If the police arrested the pastor, would you say "they were just doing their job"? If you answered "yes", there's nothing more to be said ...

Otherwise, consider the reality at Disneyland. Fastpass end times are not enforced. Some poorly trained CMS may go strictly by what they read on the passes. It appears that some others are "jumping the gun" in anticipation of a possible future modification of policy. In either case, they are wrong - PERIOD.

How is enforcing the rules wrong? I can see Disneyland overlooking the windowed times if the crowds are low but if the park is running at or close to capacity then the windowed times should be enforced. The problem stems from the fact that Disney employees are left to their own opinions and observations when choosing to enforce he rules or not. This will undoubtedly lead to several different 'enforcement' policies around the park.

Like I stated earlier, with the state of technology today there should be no reason why Disneyland can't issue open ended FastPasses based upon crowd levels. If crowds are low then the ticket that gets spit out of the FastPass kiosk will be open ended and if the crowds are high then the ticket will be 'windowed'. This approach leaves no room for interpretation by the employees.

 

[DarthMole]

So what I'm hearing you say is that if a CM actually enforces a rule (the FP clearly has a usage time listed on it), then they are showing poor customer service. I have to disagree. This is the problem (at any establishment) when some enforce rules and others don't.

Suppose you have gone to a store and made a return before and the employee did not ask for a receipt. The next time you go to the same store and are told you cannot return an item without a receipt, you will get mad at the employee who is actually following the policy, when in reality that employee is the one doing the right thing

Fastpasses have a use window. If the cast member at the FP return line is not enforcing it, that's your lucky break. If they do, they are not doing something wrong. They are enforcing a rule.

They certainly are not harassing anyone or providing poor service.


- Dreams

I'm sorry but this is not a case of being able to make a return ONCE without a receipt in a store. Let's make it a fair comparison, okay. If I were able to make 99 returns to a store without a receipt and all of the sudden out of the blue I'm told they can't accept my return without one, yes that would be poor customer service.

Also, it's NOT a lucky break when virtually every cast member allows it. It's an UNLUCKY break when you run into a CM who is ill informed. It's also poor customer service to have a few cast members out there who do not follow company protocol regardless if it's written or unwritten.

No, the rules, as articulated on the FP, are that the FP must be used within the window shown. That DLR has been in the habit of granting exceptions to this rule does not mean that the exception is the rule.

Well then, maybe Disney should crack down on 99% or more of their cast members for breaking the rules.

Folks, perception is reality. If you have virtually every cast member allowing "expired" fast passes to be used then that is the rule. They obviously have no problem with it or else they would crack down on their employees. The fact that they had to make an official announcement at WDW when they started enforcing them proves that allowing them was the rule, albeit an unwritten one. Heck, maybe it is a written rule in some CM handbook since the vast majority of them seem to follow it so well.

 

[longtimedisneylurker]

That's odd because several weeks ago it was at Screamin that we were stopped for using an expired FP. It was the only time we were questioned about it. And it was due to the fact that our FP was for morning when there was no line so we saved it for later. The CM said, "Oh, these fastpasses are expired". I just smiled and said, "Please?" and he said that was the magic word and let us through. We are about half and half using FPs after the window and this was the first time the entire week we were stopped about it. But how ironic, we saved them for the very reason that CM told that other family to save them. I don't mind if they enforce the window, I just want them to be consistant.

Kind of my point. Our visit I believe overlapped your dates. There you have one CM telling people in the morning to save the fastpass and use it later because even though it says it expires it really doesn't. And then you have a different CM (presumably) telling people in the afternoon that the expired fastpass can't be used. Consistency is the problem. Maybe that family who didn't believe the CM would have been right not to do so.

 

[aan1701]

First off, sorry OP but you were not harassed in my opinion. Second this is very simple for me, if you can't use your FP during the time, don't get it. I say kudos to WDW for enforcing the return times, and I hope DLR will start doing the same.

Sent from my iPhone using DISBoards

 

[kevdo]

Actually, the "rules" as they stand, are for them FPs to be accepted late without question.

We all understand what the published guidelines state ("return anytime during your window") and we do theorize that the changes at WDW will come to DLR.

That said, there's a decade-plus of precedence on how FP works in practice. So, if any CM questioned me about the return window I would also characterize it was "harassment". At least until such time as Disney announces the practice will change (as they did with WDW).

 

[igo4yellin]

So what I'm hearing you say is that if a CM actually enforces a rule (the FP clearly has a usage time listed on it), then they are showing poor customer service. I have to disagree. This is the problem (at any establishment) when some enforce rules and others don't.

Suppose you have gone to a store and made a return before and the employee did not ask for a receipt. The next time you go to the same store and are told you cannot return an item without a receipt, you will get mad at the employee who is actually following the policy, when in reality that employee is the one doing the right thing

Fastpasses have a use window. If the cast member at the FP return line is not enforcing it, that's your lucky break. If they do, they are not doing something wrong. They are enforcing a rule.

They certainly are not harassing anyone or providing poor service.


Wow. I think your post is very condescending towards cast members who are doing their jobs. "CMs would get less confused extremely fast" - Who says they are confused? They are following a rule. "Wanting to feel a little more "in control than they actually are." Actually, if they are in charge of that line at the moment you pass through, the ARE in control. THey are not making up a rule. They are enforcing an existing policy that is written right on the FP itself.




Actually, the rules as they stand are for the FPs to be accepted within the window printed on them. The CM has the flexibility to accept them late if they so choose.

- Dreams

Actually, you couldn't be more wrong. The official policy at DLR is to accept the Fast Pass late. In WDW, a new policy was put in place to stick to the time on the FP. Ideally, it would be great if everyone stuck to the time on the pass. In order to stay consistent, at this time, DLR should NEVER question you for using a FP late.