Guest in uproar this month becasue of changes in DDP

[kangaand2roos]

Hey! I notice you live in Glen Rock. I'm in Hanover! We're practically neighbors...I don't think we're in a "yellow folder" though!

Stacey

 

[Uncleromulus]

Hi!! I guess you're too far away to come to the Old Trail Animal Hospital in Shrewsbury--.
We go to Hanover a lot for dinner-Kclingers sometimes, the Landing, the old Patty and Johns also.

 

[manning]

Airlines have been doing it for years, since computers got involved.

Don't remember the exact name of it but think it is called passenger profile.

If you are nasty while checking in and you see the agent typing into the system more than likey they are putting in "a royal pain in the butt."

Now I hope they are not putting me on the list because I don't leave a tip on the bill as I leave it on the table so the server can hide it.

 

[TheRustyScupper]

. . . And, as I implied earlier, if a manager has to do certain overrides that are outside of the normal latitude that we, as Cast Members, have to remedy problems it is a pretty severe situation . . .

1) True.
2) It can be the first issue with someone.
3) There are other reasons to make an entry on/for someone
. . . the person "seems" like a mooch and looking to get something for nothing
. . . the person tries to get lots of free stuff or comps for minor issues
. . . the person creates a scene with an employee
. . . the person creates a scene with another guest
. . . the person needs too much to satisfy them, even within a CM's purview
4) Basically, problem guests are entered for future reference.
5) Does not have to be a severe condition, but that certainly also qualifies.
6) It is a judgment call when to put someone "on the list" by entering them.

 

[Judy WI]

We went to disney the year that DDP started. It was very confusing for everyone to figure out just how it worked but it was great to have food prepaid and we used it every year since.

I maybe wrong but didn't they start this program to help get people back into the parks and staying onsite. Now that attendence seems to have picked up I would not be surprise to see this program changed again and not to our advantage.

 

[DisneyDuke02]

For the comment regarinding the "royal pain the butt" being typed in- I can assure you as a former hotel GSM they are certainly NOT doing that and, if someone was to do that, they would be promptly sat down for a little chat. I'm not saying this as a defense, but as a practicality - those comments could (if necessary) be brought up in a court of law and we STRONGLY tell CMs that whatever the experience, those comments need to be factual or as "non-opinionated" as possible....using words like "seemed" "appeared" etc. You can certainly say "Guest X used profanity and appeared upset" but you should not be saying "Guest was nasty and mean" Each CM must put their names by the comments so you have a way of seeing who is doing what.

Now does this mean it never happens? No. But I can assure you I had more than one chat about this with CMs when I was still a manager

And also...as a former user of the GSR database, Cheshire Figment and informed people's comments about the system are accurate.

 

[angelmav]

For what its worth, in most cases these lists are long overdue. I used to work in retail at a company that was literally shopped to death by their customers. They were so afraid that they would offend someone, they would take anything and everything back, give sales prices for merchandise that was bought in advance of sales and do anything and everything to appease an upset customer. IMO its about time that these companies start tracking this stuff and I am all in favor of it for Disney as well!

That said, you cant expect to make that kind of change to such a popular plan, screw up how you inform people and not expect to have a tough month!

 

[TSR6]

Basically, my understanding of the GRS, is this..

If you're in there with multiple complaints for EVERY trip you have ever taken.. and you requested/required something beyond, way beyond, the extraordinary to satisfy you each and every time... the GRS is going to be there to document that and therefore at some point - your complaints will be considered along with your history in future decisions.

It's not there to penalize a guest with honest concerns.

Very true.

Having a GRS incident of file is not a big deal at all. I even have an incident on file from when I was a cast member! ( Ticketing misunderstanding for MNSSHP..long story ). The CM told me what she was doing, and I went into work the next day and looked myself up in GRS.

For the comment regarinding the "royal pain the butt" being typed in- I can assure you as a former hotel GSM they are certainly NOT doing that and, if someone was to do that, they would be promptly sat down for a little chat. I'm not saying this as a defense, but as a practicality - those comments could (if necessary) be brought up in a court of law and we STRONGLY tell CMs that whatever the experience, those comments need to be factual or as "non-opinionated" as possible....using words like "seemed" "appeared" etc. You can certainly say "Guest X used profanity and appeared upset" but you should not be saying "Guest was nasty and mean" Each CM must put their names by the comments so you have a way of seeing who is doing what.

Now does this mean it never happens? No. But I can assure you I had more than one chat about this with CMs when I was still a manager

And also...as a former user of the GSR database, Cheshire Figment and informed people's comments about the system are accurate.

Exactly. Your comments have your name next to them. There was a situation when I was a CM that I had to enter a guest into GRS. He had several previous entries that were unfavorable to the situation he had created ( aka, it had happened before ). The guest ended up telling me he was going to go through heaven and hell to go above my manager's authority. I entered him into GRS, and no more than an hour later I had a phone call from the Contemporary Front desk asking for me to explain the situation to them. Should I have put in "Guest was a big doo-doo head" I assure you that the phone call would have been for my manager, and not for myself.

 

[chernabog]

Originally posted by manning
"Don't remember the exact name of it but think it is called passenger profile."

So it's safe to say that Elaine Benes is probably on this list too! We know that she made every doctor's list in NYC!!!

 

[rgf207]

For what its worth, in most cases these lists are long overdue. I used to work in retail at a company that was literally shopped to death by their customers. They were so afraid that they would offend someone, they would take anything and everything back, give sales prices for merchandise that was bought in advance of sales and do anything and everything to appease an upset customer. IMO its about time that these companies start tracking this stuff and I am all in favor of it for Disney as well!

That said, you cant expect to make that kind of change to such a popular plan, screw up how you inform people and not expect to have a tough month!

Did you work at Staples?

 

[krbq]

This makes more sense ... I wonder how they keep track of how many times you've been there without complaining though. It seems like they have a very very intensive tracking database.

I'd like to see an answer to this, too. This GRS business is an interesting revelation.

 

[CanadianGuy]

I was speaking broadly.. I don't know if the system is THAT exact... Full disclosure - I don't work for Disney and have never used it.

What I meant by those words was "a regular pattern of complaints" -- vs. knowing exactly how many times you went and did or did not have complaints.

Do keep in mind that for resort guests, knowing how often you go is a fairly easy tracking system. It gets trickier for day-guests who stay off-site.

And I doubt that we will find an answer to all the GRS questions on public message boards. I suspect that's quite confidential.

Just my guess.

Knox

 

[paulh]

on the isue of lists on computer.over here we have the data protection act and if a firm puts you on a list like this they have to imform you.do you not have something simalar under the freedom of imformation?then again with our goverment is lossing everones data all the time
Paulh

 

[CanadianGuy]

Private industry is under no such 'law'. Freedom of Information Act in the US (and Canada actually) applies to the government .. not to private industry.



Knox

 

[paulh]

Private industry is under no such 'law'. Freedom of Information Act in the US (and Canada actually) applies to the government .. not to private industry.



Knox

summery about our data protection

Data may only be used for the specific purposes for which it was collected.
Data must not be disclosed to other parties without the consent of the individual whom it is about, unless there is legislation or other overriding legitimate reason to share the information (for example, the prevention or detection of crime). It is an offence for Other Parties to obtain this personal data without authorisation.
Individuals have a right of access to the information held about them, subject to certain exceptions (for example, information held for the prevention or detection of crime).
Personal information may be kept for no longer than is necessary.
Personal information may not be transmitted outside the EEA unless the individual whom it is about has consented or adequate protection is in place, for example by the use of a prescribed form of contract to govern the transmission of the data.
Subject to some exceptions for organisations that only do very simple processing, and for domestic use, all entities that process personal information must register with the Information Commissioner.
Entities holding personal information are required to have adequate security measures in place. Those include technical measures (such as firewalls) and organisational measures (such as staff training).

Paulh

 

[CanadianGuy]

subject to certain exceptions (for example, information held for the prevention or detection of crime).

One could argue that the GRS is used to prevent fraud.. therefore would fall under this exception ?? Maybe?

 

[TSR6]

You guys have to remember that some people DO go to WDW with the intent of getting a free stay, free tickets and as many free meals as they can achieve. Some people are VERY good at this. Disney is also very good at keeping track of what they give out for free ( enter the GRS! ) and preventing the people who purposely try to "get Disney for all they can."

That means they have to track everything that they do out of the ordinary for people, to try and catch patterns with specific people who abuse the system.

The general WDW guest doesn't need to worry about this at all, even if they are in the system a couple times. I said it once, and i'll say it again, having your name in the GRS is not a big deal.

 

[sweetiepickles]

Could someone please tell me where I can find out more about the changes? We booked the Deluxe Dining Plan for our Sept. stay, and were not aware of any changes. I, too, will be very upset if I get there and find out I paid with the understanding of the plan, only to have it changed when I get there! I imagine anyone would be...

 

[rgf207]

Could someone please tell me where I can find out more about the changes? We booked the Deluxe Dining Plan for our Sept. stay, and were not aware of any changes. I, too, will be very upset if I get there and find out I paid with the understanding of the plan, only to have it changed when I get there! I imagine anyone would be...

Being on the deluxe dining plan the only thing that has changed for 2008 is that the Gratuity is NOT included. You will have to tip the servers out of pocket in addition to the cost of the plan so anticipate an additional 20% for every Table Service Meal

You can find details here by going to www.wdwinfo.com and clicking on "Dining"

 

[Luv2Roam]

I don't believe the plan has changed since guests were able to book 2008 packages.
It could be that many "assumed" the 2007 plan did not change in 2008, esp if they did not look into it, read brochures, etc.
I think most of us learned long ago by some personal experience that anything Disney is always "subject to change".