Great experience at Disney, except for one bad CM. What do you think of this?

[3kids4me]

Hi everyone!

We had a wonderful time at Disney, and there were so many great CMs, but I was very upset by one experience we had and wanted to share it with you.

I took my older two kids (the younger of the two is the one with the GAC) on Test Track. We had rented a large stroller for my daughter, but also had permission to use the FastPass line, which we did for this ride. However, when we got to the top of the FastPass line, we realized it was going to be a 5 minute or so wait standing. Not so bad for a normal person, but too much for my daughter.

So, I flagged a CM and asked if there was anyplace my daughter could sit because she could not stand for the line. I showed her GAC as well. First the CM said there was no place to sit. I explained that she had to sit somewhere, anywhere! I suggested that we sit on the floor by the side of the loading area, and the CM grudgingly agreed to that. I then explained that she could not sit alone, I had to be with her, which would leave my 10 year old in line by himself (he was nervous about that). I suggested that we all wait by the loading area until the person that was behind us in line got to the front, and then get on the ride, so that we wouldn't be cutting in front of anyone. She kept saying "No...No...your party has to wait in line". I kept trying to explain that "my party" was only my ten year old son and we were not trying to move in front of anyone, just trying to give my daughter a place to sit and not leave my son by himself. At one point I said "Do you understand what I'm trying to say?" and she actually said "No..I don't!!". Finally, the people behind us in line befriended my son and he felt comfortable waiting with them. I sat with my daughter until my son got to the front of the line, and then we got up to join him. At this point, the CM had the nerve to bark at me "Did your party get up to the front!!??".

And to top it all off, she wasn't wearing her name tag (she said it broke) so I ended up asking someone when we got off the ride what her name was (it was Tamara). And I did ask the gift shop to call a manager where I explained the situation.

The whole interaction showed such a lack of sensitivity that I was appalled. I'm shortening it here, but I also said to her "you know, when you have a handicapped child, you need assistance, not more angst" and she just scowled at me. Can you imagine? My daughter didn't understand what was going on, but my son opted to stay in the line because he didn't want to make too much trouble, which is pretty sad.

Well...glad I got that out. What do you guys think?

Sharon

 

[SueM in MN]

I think the big problem was that there is no place in most lines that anyone can sit, except on the floor (which is probably not allowed for safety reasons). I don't know what your GAC card had listed, but I think whatever it said, plus the fact that there was no place to sit and wait probably had the CM totally confused. She couldn't provide what you were asking for and didn't really understand why you were asking for it or what you expected her to do. I think she really didn't know what you meant at all. So both of you were frustrated at not communicating. She probably should have called over a supervisor to help handle the situation if it was out of her experience.

There probably isn't a mechanism in place for "holding" your place in line while you sit somewhere out of line to wait. Since the wait in the fastpass line is considered by WDW to be minimal, I doubt that they have an alternate waiting place for any fastpass ride.

If your GAC didn't say "May use stroller as a wheelchair," I'd suggest you need that wording next time. There are many rides where the preshow or wait in the "holding area" involves standing for more than 5 minutes, even if you had no wait in line at all. (Examples of wait areas would be Little Mermaid; example of actual shows where you stand would be the BackStage Tour and the Animation Tour at MGM). If your DD has a problem with standing for that period of time, the GAC would allow you to bring a stroller into the show or up to the boarding area. For Test Track, you can keep a wheelchair until you actually get into the ride car, then the CM transfers it over to the other side of the track.
You can also ask before you get into the fastpass line how long the wait will be. Sometimes it is only 5 minutes, sometimes it's 15.

 

[teri]

Any time ANY guest is in danger of falling down, it is a safety issue for the guest and anyone around them. The CM was not helpful at best, and was endangering your child at worst. This is what happens when inexperienced CMs start looking at the GAC as a permission slip instead of a notice that a guess will need special assistance. If she didn't know what to do, she should have called for help immediately. I do hope that in addition to verbally reporting the incident to a manager, that you report the incident in writing to Guest Relations, including the date, approximate time, name and description of the person involved.

Sue is right, you could have gotten a stamp on your GAC that said you could use the stroller as a wheelchair, so that she would always have a place to sit. Take a look at the FAQ - click on the link in my signature, below - and read the section about the GAC, so you know what to ask for next time.

 

[suzysezso]

I gave up wasting my time and energy explaining the whole "stroller as a wheelchair" thing a long time ago and just began using an actual wheelchair for my son even when he was small enough to still sit in a stroller. We found it was much easier without dealing with the "you're supposed to leave those outside" looks and comments. In fact when they were small I would have both of my kids sit in the chair.
Now he is older and a bonus was not having to deal with his autistic difficulty with transitions when he outgrew a stroller.

 

[3kids4me]

Actually, I did have permission to use the stroller as a wheelchair, but the CM at the entrance sent us through the fastpass line after I told her my daughter could stand for short periods. It was just when we realized that there was going to be a wait that we started to have problems.

Thanks for your input. I didn't actually talk to Guest Relations; isn't talking to a manager enough?