Guest relations will be busy

[lugnut33]

I was told that Guest Relations personnel will be brought back from the FP+ kiosk areas and any guest who has a ticket related problem will need to go back to Guest Relations to resolve the issue. FP+ personnel will be unable to help any guest with ticketing problems at the kiosks.

My relative who works at the FP+ kiosks told me this is a new policy starting this week. He/she wasn't real happy they now have to send people to the front of the park instead of resolving the issue right there with the help of a Guest Relations CM. He/she says they get yelled at enough.

 

[Planogirl]

That seems like a premature decision. I feel bad for the CM's that will take the brunt of this.

 

[EcbLovesMickey]

What kind of ticketing problem would they have to resolve once someone is already in the park? I would think most of that would be handled up front of the park anyway. Am I missing something? (not trying to be rude, just wondering why they need them there)

 

[lugnut33]

What kind of ticketing problem would they have to resolve once someone is already in the park? I would think most of that would be handled up front of the park anyway. Am I missing something? (not trying to be rude, just wondering why they need them there)

I've gotten into a park only to get the Blue Mickey of Death when I've went to use my Magic Band.

Going to setup 4th fastpass and ticket media says you are not in the park.

I'm sure there are tons of things. I just know he/she wasn't happy about losing this Guest Relations person because ultimately it's bad for the guest.

 

[surferdave]

Does this mean testing is over?

 

[ParrotBill]

Yes, there are things that can go wrong related to ticketing.

Both my daughter and wife had their APs not quite connect to MDE correctly.

In one case, I could not make FP+ reservations and had that handled before our trip.

In the other, we tried to make FP+ reservations one morning for a day we had made none ahead of time, and found that on our mobile devices my wife's ticket was considered "invalid". It got her into the park but even the Kiosk and guest services person could not fix it. It required a call to the help desk which they could have done at a guest services window (or we do later.) But a regular kiosk or person could not have helped us.

 

[GillianP1301]

I wonder if this is an attempt to cut down on wait times for the kiosks, i.e. only those whose MB and and FP+ is working properly. I imagine if you did get to a kiosk and discovered an issue with trying to book the FP that requires the CM assistance, that is done while holding up the rest of the line. This way, it disperses the "issues" to a central location. I think this is actually a good idea, assuming that the majority of guests are not having ticket linking and FP booking issues.

I realize this will aggravate the poor person who ends up with the problem and cause them additional wasted time in the park, but I think that is offset by the number of people it keeps happier by having a quickly moving kiosk line.

I also see the opportunity here for more efficient working through of issues (at guest relations), it's centralized and that one area can get the focus of training needed to handle the out of the norm type occurrences. I can imagine a lot of the CMs manning the kiosks only have the basic knowledge of how to book/change FP+ and not in troubleshooting.

 

[bookgirl]

Since ticketing problems usually are handled at the GR desk, I think they are trying to make sure the kiosks can flow better with the summer crowds.

It'll suck if you are someone who has to have a ticket resolved but that is where it is usually handled. Freeing up kiosks for FP makes sense.

I have had to do the walk to the front of the park before so it's not fun but I understand.

 

[ArwenMarie]

Florida heat, summer crowds, new system that hasnt even been fully in place for six months..

Great time to cut back on staffing

 

[flicx]

Florida heat, summer crowds, new system that hasnt even been fully in place for six months..

Great time to cut back on staffing

Glad I won't be there. I pity some of the poor souls that have glitch problems!

 

[Robo]

Glad I won't be there. I pity some of the poor souls that have glitch problems!

 

[flicx]

Sweet pic robo. Sad but funny!

 

[Altoqueenkelly]

Glad we are going in September... maybe they will have it figured out by then

 

[Angel Ariel]

If they are trying to keep the FP+ kiosk lines moving, I get that, but then they should have a GR counter/area somewhere in a more centralized location in the park. I would *not* be a happy camper if I were back in Storybook Circus and they told me I had to go all the way back up to Town Square.

 

[lugnut33]

If they are trying to keep the FP+ kiosk lines moving, I get that, but then they should have a GR counter/area somewhere in a more centralized location in the park. I would *not* be a happy camper if I were back in Storybook Circus and they told me I had to go all the way back up to Town Square.

I wouldn't be happy either, but it would be an opportunity to take the WDW Railroad back to Town Square!!

 

[Angel Ariel]

I wouldn't be happy either, but it would be an opportunity to take the WDW Railroad back to Town Square!!

I like the railroad, but it would not mitigate my annoyance at having to trek back up to the front for a problem on Disney's end of the technology.

 

[jtowntoflorida]

We were visiting during the early stages of rollout back in October. Every single day, at every single park, there was a line out the door for GR, and word was that those lines were due to MB/FP+ problems. I guess what's old is new again?

 

[clsteve]

If they are trying to keep the FP+ kiosk lines moving, I get that, but then they should have a GR counter/area somewhere in a more centralized location in the park. I would *not* be a happy camper if I were back in Storybook Circus and they told me I had to go all the way back up to Town Square.

I think it's an absolutely brilliant idea! No need for a centralized GR Counter:

This way, each guest with a problem has a good 20-30 minutes to get all of their thoughts together while they walk back to Town Square, fighting through the crowds in the Florida summer heat. Think of all the time it will save GS when that guest arrives after their walk with a carefully thought out, emotionless, synopsis of the issue they are having. Think of the smiles all around.......

 

[ArwenMarie]

I think it's an absolutely brilliant idea! No need for a centralized GR Counter:

This way, each guest with a problem has a good 20-30 minutes to get all of their thoughts together while they walk back to Town Square, fighting through the crowds in the Florida summer heat. Think of all the time it will save GS when that guest arrives after their walk with a carefully thought out, emotionless, synopsis of the issue they are having. Think of the smiles all around.......

Magical!

They better stock GR with free Mickey bars

 

[heart]

This way, each guest with a problem has a good 20-30 minutes to get all of their thoughts together while they walk back to Town Square, fighting through the crowds in the Florida summer heat. Think of all the time it will save GS when that guest arrives after their walk with a carefully thought out, emotionless, synopsis of the issue they are having. Think of the smiles all around.......

hahhahahahahahaha

That is so great...

but it would be an opportunity to take the WDW Railroad back to Town Square!!

I admire your attitude.

I'll grant you that I'm lucky to be at WDW having the problem but I think that WDW has forgotten that they have been lucky that I've been spending so much of my money there over the years. They are making it more difficult to do so if they don't make it as problem free as possible. (Emphasis on AS POSSIBLE. And in my opinion these kind of things they are responsible for.) Before anyone says anything--AGREE, my choice! And unless there is an sea change we have chosen not to renew our annual passes for next year. Just a teeny drop in the bucket to the company tho.