Here Now. Is it just me or are cast members not as friendly?

[fadedglitter]

We arrived on Saturday and have sadly been pretty disappointed. A good number of the cast members have just seemed to be in a bad mood. We've also experienced quite a few issues and when we have asked for help or let a cast member know about something (always in a very nice way) such as a broken blaster on TSMM, we have been either brushed aside or passed off to another person over and over until we give up -- the cast members just don't seem to care much at all. This trip has been truly disheartening so far. Is anyone else experiencing the same? It didn't feel this way the last time that we were here (two years ago).

 

[Doug M]

Not our experience two months back, even post trip they were helpful.

 

[Islamom]

Yes, I experienced several
rude cast members on my last visit three weeks ago... But the majority of CMs were very kind & helpful. In the past no one was rude...and I have been going to WDW since 1977.

 

[lovethattink]

I'm at Disney at least once a week. I can't remember the last time I had a negative experience with a cm. We even stayed 3 nights this month and had a wonderful experience at the resort, the parks, etc.

 

[DavidNYC]

It's you . . . : )

My last trip in November I actually was thinking I met some of the most friendly cast members in a while. I also had some exceptionally nice ones sprinkle a little extra magic. At one booth a very rude customer pushed ahead of me in a line which the cashier saw and when I got up to her (after signalling to her to not worry and just serve the woman) gave me my order for free. The next day at the new QS in Africa I saw a dessert after placing my order and waiting to pick it up and when I mentioned that looked great and gave them my card and asked if they could add one to my order he just gave it to me. And after getting off 7DMT my 6 year old said to me that it was so fun and couldn't wait to go again the ride operator pulled us aside and put us on again! I've been going for 20 years and always read the stories here of the cast members doing things like that but never had it happen to me and then 3 times in a 5 day period!

 

[MickeyWaffles]

On our trip 1/4-1/9, we had some of the best CMs we ever had. Top notch service, no duds. I'm pretty judgey about it as a former CM. I thought everyone was awesome.

 

[Megsmachine]

It's you . . . : )

My last trip in November I actually was thinking I met some of the most friendly cast members in a while. I also had some exceptionally nice ones sprinkle a little extra magic. At one booth a very rude customer pushed ahead of me in a line which the cashier saw and when I got up to her (after signalling to her to not worry and just serve the woman) gave me my order for free. The next day at the new QS in Africa I saw a dessert after placing my order and waiting to pick it up and when I mentioned that looked great and gave them my card and asked if they could add one to my order he just gave it to me. And after getting off 7DMT my 6 year old said to me that it was so fun and couldn't wait to go again the ride operator pulled us aside and put us on again! I've been going for 20 years and always read the stories here of the cast members doing things like that but never had it happen to me and then 3 times in a 5 day period!

While all that you mentioned above is awesome...that doesn't mean others haven't had negative experiences.

We have noticed a difference in the level of Disneyness with CM's. The last 2 times we have gone to Disney, we have had several rude CM's. Now, for the most part CM's are Disney's finest. The ratio of Great CM's far outweigh the bad though in our experience. It's just not the level of Disney service that we've become accustomed too.

 

[agavegirl1]

Based on the fact that every month I see a new thread on this topic, it may be happening to more guests than previously but not to everyone.

 

[leebee]

On our trip in Nov. 2015, we ran into 2 rude CMs. The majority of the others were fine, but it felt like most of them were just putting in their hours until the end of shift, just doing their jobs. I think we were accustomed to CMs that were always upbeat, friendly, helpful... who really meant it when they said "Have a magical day." On our last trip I felt that many had an attitude of indifference, like they were just mailing it in.

 

[Travis B]

I've never had a negative CM experience, but maybe I'm not as sensitive about it as others are. I didn't visit WDW in this fabled golden age I often hear about, where every CM was a perfect pixie spreading dust in their wake. These folks work long hours for pretty crap pay, all so we can enjoy trips to our happy place. Maybe it's because I work with the public as well - I have pretty tremendous sympathy for the unimaginable amount of BS they have to deal with every single shift. I'm not saying it's OK for someone to be rude, or that CMs shouldn't try their best to uphold the principles Disney entrusts them with, but I'm willing to overlook a non-smiling face or someone whose demeanor belies how "done for the day" they are. And really, what is a front-line CM to do about a broken blaster in an attraction? What power do they have to fix such a thing? They could report it to their supervisor, who also can do pretty much nothing about it. You'd have to go pretty high up the chain before a refurb or even a repair could be scheduled, I'm sure.

Magic goes both ways - from guest to CM as well as CM to guest. I think too many expect to receive and are not willing to give, preferring to make notes in their 'everything is terrible' notebook.

 

[cruisingtwins]

I believe the DCP is a major reason why disney customer service has gone down. There are still some pretty awesome CMs.

 

[Clifton Tesh]

Delivered pizza for 10 years and no matter how bad a day I was having, I was always up beat and friendly when dealing with customers.

It blew my bosses mind when people would call in a complaint on me. He could never understand how anyone could consider me rude.

It made me learn that what one person considers to be rude greatly differs from what another person considers rude.

This is why I always give someone the benefit of the doubt, unless they were just out right nasty.

From what I understand of Disney CMs, they come from all walks of life, every where the world has to offer. What's considered rude in NC is normal in OH, what's rude in OH is normal in NY, etc...

Maybe they aren't being rude in their eyes. Maybe they're just being the best person they know how to be and we just aren't used to their level of kindness.

 

[fadedglitter]

OP here... I wouldn't say that we've encountered any cast members that have been outright rude nor did we have an expectation for them to be super upbeat/happy/chipper, etc. We have also encountered some great and friendly cast members, but overall I have felt a range from indifference to disdain. This has been especially true when we've had to ask about why our Memory Maker isn't registering, why it's been over an hour without a bus to Studios, and letting them know about the broken blaster.. When I say that we're nice about it, that's not just fluff. It is always my husband that asks, and he is always VERY nice, polite, and courteous when it comes to asking for help or assistance. Always. We have not framed anything as a complaint and say nothing of trivial issues. I don't have an expectation that it will be fixed right then and there, but it would be nice if we didn't get such indifferent reactions -- not even a thanks for letting them know. This attitude from cast members has been especially prevalent at attractions.. It makes us feel bad for even being here, like we're bothering them by existing or something. Could it be because it's just my husband and I and we have no kids? We are 20s/30s age range.

I should add that this has mainly been at our resort (French Quarter), Studios, Magic Kingdom, and The Wave. We haven't been to Epcot yet and everyone at Animal Kingdom and Boma was pleasant.

 

[disneydude365]

Each trip we've had nothing but kindness and pixie dust coming from cast members
We though don't go in expecting them to be cheerful or to go out of their way, (always are and do though lol) but that way it comes off even more magical
We remember these are still normal people and may not be having the best day but so far all have went above and beyond for me personally

 

[mrs moon]

i was shocked by an elderly CM that was checkin people in for reservations at Christal Palace.the family in front of me turned to look at me in disbelief ,he was more like a customs officer at the airport!!!Luckily it was my first day and was just sooo happy to be there i didnt care & just smiled at him...

 

[ChattaAlley]

I don't notice stuff like that as much. I don't expect much from any CM other than them doing their job. I do not let it bother me in the least if one is rude to me because I get rude right back. I do usually try to be very nice to all of them at first because I know standing on your feet the majority of their shift and dealing with people who have entitlement issues could make even the nicest of people go off. I try not to go around looking for something to complain about.

On our last trip I can't even remember if I encountered any rude CM's. I however KNOW I encountered some rude guests though. The pushing, the line cutting, etc.... I did go off on a couple of them.

 

[ChattaAlley]

I will say in my observance that the majority of the older CM's (40 and above) are way nicer than the barely out of high school kids they hire. Seems like the younger ones are ones that just want to work at Disney cause it is something cool to do while the older ones consider it a career.

 

[anniemae]

I think there are two kinds of cm's. The "older" ones who have been there a while who were trained well in customer service. They go above and beyond and their main goal is for the customer to have a magical trip. They are really "into" the job and are always smiling, chatting with guests, waving to kids etc. We all have encountered these amazing cm's. Truly worth their weight in gold IMO.

Then we have what seem to be the younger cm's, not all younger ones just some. They are more like what you would find at your local mall. Kind of indifferent, kind of not willing to help unless they have to. Checking cells phones, talking to coworkers etc. Not sure if their training is different or what. I don't think they are horrible, just not quite as polished. Not what many are used to at Disney.

 

[Aurora0427]

We were there for ten days in late October and encountered nothing but wonderful cast members. My mom, whose last Disney visit was in 2000, even commented on the friendliness of all the cast members.

 

[Jennasis]

We found them nothing but happy and polite on our early December trip. I am positive there are cranky party poopers among them, but we've never had the misfortune of dealing with them.