Has anyone had to file a complaint?

[J*e*n]

I love Disneyland... I've been there every year since I was born... it's always been magical-except once.

I was wondering if anyone ever had a cast member get to them SO bad that they actually filed a complaint.

I NEVER complain to managers- I just figure they have a bad day- but this one cast member got to me.

Has anyone had this happen?

 

[jimsocks]

I complained about a policy, rather than a cm, when I couldn't apply my 5-day park hopper to an ap and have the date begin at the end of my 5-day stay. Crucial, because our fall visit is tied to my kids' school schedule. Anyway, looked online for an executive in the Disney organization (not the top) - took a good guess at his e-mail address....and, bottom line, one of his direct reports honored my request...there's no downside - at the very least, writing it all out and getting it off your chest can be cathartic

 

[Mugglemama]

i didn't complain, but i probably should have. a CM really barked at one of my kids last august. we were walking over by matterhorn, and they had areas roped off for the parade. this one family we walked past, they were waiting for the parade and it appeared as though they were letting their kids hang and pull on the parade barrier ropes. as we walked, my son just lightly began to run his hand along the top of the rope as we walked along...his hand was open, he wasn't pulling on the rope. she yelled at him "don't touch the rope!". i could understand her frustration if i'd been allowing my children to pull the rope or hang on it or something, but he barely touched it. in my opinion, she was taking out her frustrations with the other family, on my son. it really ticked me off, and i just wanted to leave, it was so disappointing. i never allow my kids to hang on the handrails in line, or bump into other people, or bounce around in line, or get loud or ANYTHING. they've been going to DL since they were all babies and are EXCELLENTLY behaved in the parks. in fact, i always tell everyone it's my favorite place because everyone in the family is so happy to be there, that all the kids are on their best behavior.

i've decided this year, if any CM barks at my kids like that, i'm going to bark back, and they're going to wish they'd not said anything!

 

[DoomBugger]

I've complained that with all their infinite wisdom they couldn't bring Walt back!

 

[Mouseaholic!!!]

I love Disneyland... I've been there every year since I was born... it's always been magical-except once.

I was wondering if anyone ever had a cast member get to them SO bad that they actually filed a complaint.

I NEVER complain to managers- I just figure they have a bad day- but this one cast member got to me.

Has anyone had this happen?

For us it was 2 years ago at the Beach Club at WDW - Guest Services Manager. Good old Nelson wouldn't know pixie dust if he fell into it.

During that visit we noticed far too many problems - a result of slashed budgets for staff and maintenance. My DH is a castmember so we make it clear we were talking as insiders who understand the problem.

I spoke and Nelson turned to me and said....."why am I speaking to her? She isn't a castmember - she is.....(yes he said this) not important".

I walked away to a comfie chair in the lobby - when I sat down I saw my DH speaking to Nelson....as Nelson blanched. When I walked back, good old Nelson could not have been nicer to me.

Our biggest worry about the conversation was....he was a Guest Services Manager. How on earth could he train personnel.

Anyway, we have been fortunate. We travel to Disney often (off to the Grand Cali in 10 days). We rarely have problems with castmembers themselves.

I'm always so very sorry when others do. Castmembers are the dispensers of Pixie Dust - a very important job at WDW and DL.

 

[JenDisneylandlver]

We didn't, but we wanted to. On a CM that worked the buzz ride. We were there with my brother who is in a wheel chair. All week the CM's let us go straight to the fastpass line, in fact it's just what they had us do. We never asked. However it made it nice because my brother is mentally disabled and does not do well in super long lines, and can't sit in the sun because of medications.

Of course the last day, and last time we wanted to ride it, we get a CM that was incredibly rude. Insisting we wait in the line which was over an hour. Even after we explained his situation, she was very nasty about all of it. We could have got fastpasses at that point, but were so turned off by the whole thing we just left. Wasn't like we were asking to right to go to the front of the line, there was a good fast pass line going as well. We just wanted him out of the sun. I always feel like we should have complained about her. She could have let us gone, like so many CM's for days before that had us do. But she didn't, just to be spiteful. My brother has a toddler mentality, and Buzz was his favorite. People sometimes don't get that we'd much rather him be "normal" and waiting in line with everyone else!

 

[tink2dw]

I would have walked up to the CM looked them DEAD in the Eye and said "BAD SHOW" they All know what that means!!

 

[RaeRae's Mommy]

I would have walked up to the CM looked them DEAD in the Eye and said "BAD SHOW" they All know what that means!!

Ok I have to ask what does BAD SHOW mean?

 

[SILLYANDI]

I have twice. Once it was a HORRIBLE experience we had for my DD's 5th birthday with Pat E Cake. (short story we started with lousy service, she got knocked down by Mickey & trampelled by the crowd and NO ONE tried to help her). I wrote a letter for my own sake, to have a final say and be done with it all and was surprised (although I should not be) by DL's response. I got a personal call, apology to me AND dd as well as a very nice letter, picture from Ariel, food vouchers for our next visit and return tickets for DIL's who had paid to go with us. To say my faith in Disney was restored is an understatement (I would have been very happy with the apology!)

The second time we were getting onto the Matterhorn and an alarm went off. I had made it through the gates to ride but DD was just coming through as CM shut the gates, bopping DD in the head. No big deal, she got a goose egg but I can see how it was a total accident and I wasn't upset...Until we went to the nurses station (at the insistance of the lead at Matterhorn). So we go in, I explain what happened and nurse proceeds to chew my DD8 out for standing over the yellow line. "That's what you get when you don't follow rules!" and "they say it over and over again on the recording to stay behind the line"....WHAT? She was following all of the rules, they had an emergency and slammed the gates on her head and you are now making her cry and calling her a rule breaker? So we asked for the supervisor and I had some strong words for her regarding her nurse's tongue lashing.
Not sure of the outcome on that one, but otherwise I have only had contact with supervisors for positive comments!

 

[Disney Dreams]

We didn't, but we wanted to. On a CM that worked the buzz ride. We were there with my brother who is in a wheel chair. All week the CM's let us go straight to the fastpass line, in fact it's just what they had us do. We never asked. However it made it nice because my brother is mentally disabled and does not do well in super long lines, and can't sit in the sun because of medications.

Of course the last day, and last time we wanted to ride it, we get a CM that was incredibly rude. Insisting we wait in the line which was over an hour. Even after we explained his situation, she was very nasty about all of it. We could have got fastpasses at that point, but were so turned off by the whole thing we just left. Wasn't like we were asking to right to go to the front of the line, there was a good fast pass line going as well. We just wanted him out of the sun. I always feel like we should have complained about her. She could have let us gone, like so many CM's for days before that had us do. But she didn't, just to be spiteful. My brother has a toddler mentality, and Buzz was his favorite. People sometimes don't get that we'd much rather him be "normal" and waiting in line with everyone else!

Did you have a GAC? If so, the CM was in the wrong and you should have asked for a supervisor. If not, you were extremely fortunate to have CMs break the rules for you throughout your visit and happened upon one that was actually just doing his job correctly.

I would imagine that so many people think about reasons that they should not have to wait in line. (I am NOT saying you did not have a legitimate reason.) Where does a CM draw the line? That's why DL has the GAC system. It removes the inconsistency factor and makes it so that all guests are treated the same, based on their situation.

It's sort of like the clerk at a store with a no-returns policy. If one clerk allows you to return something, is the one that actually follows the policy bad?

 

[Corpsebride]

I have complained about the food at Plaza Inn. For Dfi and I , it was way too salty. It made us sick to our stomach's. The manager confessed that he has never eaten at PI. So, Dfi suggested that he taste the food. I dont know if that ever happened. But, nothing has happened to us that is like the other stories here. I think the brother who is severely handicapped, it should have been obvious that he go to the head of the line. I think that CM didnt show much compassion. I mean , come on. If he is an adult but has the mentality of a child, and is in a wheel chair, there shouldnt be much guesswork. To me that is a give in.
Lucky for us and we do go all the time, we have almost always had excellent trips.

 

[lulubelle]

Disney Dreams is correct.
A person in a WC is to go through the regular line at Buzz, not the FP. (DD started her Disney career as a CM on Buzz). Not to say that is right or wrong, just that it is the procedure. But I am sorry that the CM was nasty and rude, there is no excuse for that.

 

[renderman7]

sorry but i find the fact that people who are in wheelchairs, walkers, electric scooters and anyother type of mobility device, stupid.

if someone is in a wheelchair, dont care on issue, they do not need to get on the line faster then someone who has been waiting for 40 mins.

now i know this is going to annoy a lot of people, but if you have a broken leg, or a bad hip or a mental impairment, why should you be allowed on teh ride as soon as you get there... i feel sorry for those people, and i understand why they use the exits at most attractions. but why in the world do they get on after a few mins, where example..

last year i was at space mountain, 1hour and 15 minute wait, i did not mind. i saw a lady in a wheelchair having lunch at the pizza place near the enterence as i was walking up to it. now as i was getting onto the last section of queue, that ramp just before you get on, she came in the disabled enterence and got straight on and away with all her party. Now like i said i can understand her having to use the other enterence, but why is it ok for her to get on the ride when i had been waiting, like most other people for 1 hour to ride.

no one has a medical condition that says they must ride it or they will die, so i think they can wait. i had intended on asking someone at guest services why they did that. but i just thought they probably would not know. does this bother anyone else or is it just me.

 

[J*e*n]

May you never know the pain of being in a wheelchair.

I am not- and the one time I had to get a wheelchair in WDW because I was sick- I did NOT use the exit ramps because I felt like it was taking advantage of the system.

If there is someone who wants to ride Space Mt because they are mentally handicap and I can make their experience a little better by waiting ONE MINUTE for the next train- I will.

I refuse to be that self involved in my own life to think that I deserve to ride it first just because I waited. The pain that people go through when they are wheelchair bound is drastically more than the extra one minute I will have to wait to get on a rollercoaster.

 

[JadeDarkstar]

wow ppl like you are the reason i didnt get a wheel chair before..well this time i am and the heck to all those who have words for me about it humph
if i get in faster grate ty if not i wont complain but some one needing to stay out the sun the cm should of accepted it. that was rude

 

[toocherie]

I agree with Jade--the OP said her brother could not wait in the regular queue because of sun exposure due to medicine; my Mom just had half of her face replaced because of skin cancer and you can bet that I will be getting her a GAC to avoid the sun. And if she gets in faster on rides, so be it. If it takes longer, so be it. (and yes, she does wear a hat at all times and sunscreen).

 

[toocherie]

sorry but i find the fact that people who are in wheelchairs, walkers, electric scooters and anyother type of mobility device, stupid.

Just a question: is this really the statement you meant to make? that people who need devices to assist their mobility are stupid? I can't help but think you meant to say something else--like maybe that you felt it was unfair that people in wheelchairs etc. might get ahead of you--but "stupid"?

Not meaning to be confrontational--just really trying to understand your statement.

 

[SLK1]

sorry but i find the fact that people who are in wheelchairs, walkers, electric scooters and anyother type of mobility device, stupid.

if someone is in a wheelchair, dont care on issue, they do not need to get on the line faster then someone who has been waiting for 40 mins.

now i know this is going to annoy a lot of people, but if you have a broken leg, or a bad hip or a mental impairment, why should you be allowed on teh ride as soon as you get there... i feel sorry for those people, and i understand why they use the exits at most attractions. but why in the world do they get on after a few mins, where example..

last year i was at space mountain, 1hour and 15 minute wait, i did not mind. i saw a lady in a wheelchair having lunch at the pizza place near the enterence as i was walking up to it. now as i was getting onto the last section of queue, that ramp just before you get on, she came in the disabled enterence and got straight on and away with all her party. Now like i said i can understand her having to use the other enterence, but why is it ok for her to get on the ride when i had been waiting, like most other people for 1 hour to ride.

no one has a medical condition that says they must ride it or they will die, so i think they can wait. i had intended on asking someone at guest services why they did that. but i just thought they probably would not know. does this bother anyone else or is it just me.

I agree to a point...I get really frustrated when a perfectly healthy F*A*T person uses a wheelchair and then goes to the front of the line. Call me nasty, but that infuriates me.

 

[tink2dw]

God for Bid you Ever have an Unseen Handicap, but need to have a wheel chair. I hope all the people like you decent on you full force!! It won't even make up for your stinking attitude now! You jump in front of scooters and then yell at the driver, when you knew you would not make it anyway. You complain because someone in a wheel chair has a Seat at the parade, but then you sent your kids in front so they can't see, and think it is rude when they say no to the kids and sent them back to you, even though You are in the special wheel chair seating.

We all could do with out you and you stinky actions. And if you knew anything about Disney you would Know how not to stand in 1 and 1/2 hour lines, so it would not be a problem.

 

[SLK1]

God for Bid you Ever have an Unseen Handicap, but need to have a wheel chair. I hope all the people like you decent on you full force!! It won't even make up for your stinking attitude now! You jump in front of scooters and then yell at the driver, when you knew you would not make it anyway. You complain because someone in a wheel chair has a Seat at the parade, but then you sent your kids in front so they can't see, and think it is rude when they say no to the kids and sent them back to you, even though You are in the special wheel chair seating.

We all could do with out you and you stinky actions. And if you knew anything about Disney you would Know how not to stand in 1 and 1/2 hour lines, so it would not be a problem.

Settle down. I've never once been nasty to anyone and in fact am a major fundraiser for Children's Hospitals. My only comment was about overweight people who abuse the system, and please do not be so naive as to think it doesn't happen. As a nation, we have begun to not take care of ourselves and believe others should do that for us...and that includes letting ourselves get so overweight as to not be able to walk. I apologize if I have offended you, and of course there are unseen handicaps - I get that - but you know as well as I do that probably 75% of them are not so. It's just an irritation, just like I'm sure you have your own that would probably floor me. As a matter of fact, I get irritated when people wish bad things on me, as you did in your post. By the way, if you're in a wheelchair watching a parade, why can't the kids SIT in front? Or are they trying to stand in front? In my experience, no one is even allowed in the handicapped section unless they're in a wheelchair. Just a thought, no need to reply.