Since Disney is a publicly-traded corporation, people will talk about how the company is not 'magical' and does things for business and $$$. Well, I thought everyone should hear our story and know what an amazing company this is. Even thought this happened nearly 2 years ago, a colleague just recommended I share my experience online, because I wanted to spread the word about how amazing Disney was in a time of crisis (and I never honestly thought of posting it online before!). Sorry for the delay. Our story is true, and happened on the 11/9/06 sailing.
I was 5 months pregnant with my 2nd child when my Mother took our entire family on the 3-night Disney Cruise to celebrate her 60th birthday. My husband & our 2 1/2 year old son, my sister's family of 5 & my younger brother. My parents are not wealthy, and my Mom saved for a long time to make this happen.
We took our 2 1/2 year old son to the show before dinner. He had a low fever earlier in the day, but seemed fine after giving him some Tylenol. We were planning on having a low-key evening & going right to bed after dinner. A few minutes into the show I noticed my son Tyler, who was sitting on my husband's lap, was convulsing & his eyes were rolled back into his head. I screamed to take him out of the theater... and we ran outside where immediately a cast member ran and got the Medical Team to help us. I had no idea what was happening--my sweet little angel Tyler was blue, foaming at the mouth and unresponsive. The Medical team immediately grabbed Tyler, brought him to the Medical center (which thank goodness was just 4 flights down on that side of the ship), gave him oxygen, took blood/urine/x-rays and found out within minutes that he had a febrile seizure related to a rapid-rising fever due to PNEUMONIA! My son was still unconscious.
The medical team asked if we had trip insurance. We did not (I had never even heard of it before). They wanted to airlift our son back to FL, but the cost was ~$30,000. If he was taken to the hospital in the Bahamas the next day, NO medical costs would be covered because it was not in the US, nor would we get any $$$ back for flights, missed trip, etc. So the captain & Doctor, without even discussing with us, TURNED THE SHIP AROUND so my son could get US Medical Care ASAP. It apparently cost Disney anywhere from $10K - $100K to cover the additional port charges and fuel.
Disney never asked us for a dime, aside from the Medical facility charges of just $1200 (which I expected to be MUCH higher based on oxygen, an IV, lab works, x-rays, bed in ER, etc.) At a US hospital/ER/Doctor it would have cost probably $5-$10K for everything they did. They DID assign us a 'fairy godmother' who checked on us several times a day at the hospital. When we were released, our Fairy Godmother (FG) got us a reduced room at the Grand Floridian because we had nowhere to go (& it was Super Soap weekend). Then, the FG sent an amazing giftbasket to the room, along with a "Happy 60th Birthday" cake for my mom with candles! Disney gave us access to the concierge lounge, TWO free character dinners & two free park passes (which we could use on a later trip). They even told my son he could go the gift shop and pick out any treat he wanted! And unbelievably--Disney DID refund ALL of our money for the cruise for my self and my parents (who got off the ship with us). What's so amazing is that we did NOT ask for this... or anything for that matter. They refunded every dollar that we paid, to use on a future cruise.
I'm thrilled to say we did re-book, and instead went for SEVEN nights last March. We'll be going again with my parents on the 7-night THIS April 18, 2009!!!
I will say it's VERY important to get trip insurance on any cruise or any time you step foot outside of the U.S. Health Insurance does NOT cover any medical costs outside of the US--even ON a US cruise ship. I NEVER travel now without trip insurance--we nearly learned our lesson the hard way. I tell all my friends/colleagues/etc. that for any cruise or international trip it's a must-buy.
I have never in my life been more impressed with how a corporation would handle a customer crisis. I will forever be grateful to Disney for making what was the most terrifying night of my life, a little bit easier to bear. Please share this story with other Disney fans or better yet, the Disney naysayers in your life.
All my best,
Jenn
I was 5 months pregnant with my 2nd child when my Mother took our entire family on the 3-night Disney Cruise to celebrate her 60th birthday. My husband & our 2 1/2 year old son, my sister's family of 5 & my younger brother. My parents are not wealthy, and my Mom saved for a long time to make this happen.
We took our 2 1/2 year old son to the show before dinner. He had a low fever earlier in the day, but seemed fine after giving him some Tylenol. We were planning on having a low-key evening & going right to bed after dinner. A few minutes into the show I noticed my son Tyler, who was sitting on my husband's lap, was convulsing & his eyes were rolled back into his head. I screamed to take him out of the theater... and we ran outside where immediately a cast member ran and got the Medical Team to help us. I had no idea what was happening--my sweet little angel Tyler was blue, foaming at the mouth and unresponsive. The Medical team immediately grabbed Tyler, brought him to the Medical center (which thank goodness was just 4 flights down on that side of the ship), gave him oxygen, took blood/urine/x-rays and found out within minutes that he had a febrile seizure related to a rapid-rising fever due to PNEUMONIA! My son was still unconscious.
The medical team asked if we had trip insurance. We did not (I had never even heard of it before). They wanted to airlift our son back to FL, but the cost was ~$30,000. If he was taken to the hospital in the Bahamas the next day, NO medical costs would be covered because it was not in the US, nor would we get any $$$ back for flights, missed trip, etc. So the captain & Doctor, without even discussing with us, TURNED THE SHIP AROUND so my son could get US Medical Care ASAP. It apparently cost Disney anywhere from $10K - $100K to cover the additional port charges and fuel.
Disney never asked us for a dime, aside from the Medical facility charges of just $1200 (which I expected to be MUCH higher based on oxygen, an IV, lab works, x-rays, bed in ER, etc.) At a US hospital/ER/Doctor it would have cost probably $5-$10K for everything they did. They DID assign us a 'fairy godmother' who checked on us several times a day at the hospital. When we were released, our Fairy Godmother (FG) got us a reduced room at the Grand Floridian because we had nowhere to go (& it was Super Soap weekend). Then, the FG sent an amazing giftbasket to the room, along with a "Happy 60th Birthday" cake for my mom with candles! Disney gave us access to the concierge lounge, TWO free character dinners & two free park passes (which we could use on a later trip). They even told my son he could go the gift shop and pick out any treat he wanted! And unbelievably--Disney DID refund ALL of our money for the cruise for my self and my parents (who got off the ship with us). What's so amazing is that we did NOT ask for this... or anything for that matter. They refunded every dollar that we paid, to use on a future cruise.
I'm thrilled to say we did re-book, and instead went for SEVEN nights last March. We'll be going again with my parents on the 7-night THIS April 18, 2009!!!
I will say it's VERY important to get trip insurance on any cruise or any time you step foot outside of the U.S. Health Insurance does NOT cover any medical costs outside of the US--even ON a US cruise ship. I NEVER travel now without trip insurance--we nearly learned our lesson the hard way. I tell all my friends/colleagues/etc. that for any cruise or international trip it's a must-buy.
I have never in my life been more impressed with how a corporation would handle a customer crisis. I will forever be grateful to Disney for making what was the most terrifying night of my life, a little bit easier to bear. Please share this story with other Disney fans or better yet, the Disney naysayers in your life.
All my best,
Jenn
Disney gets knocked around online for a lot of petty stuff IMHO but it is so affirming that when it counts they step in and go above and beyond. 
I know of a few more inspiring stories like yours and was glad to enjoy one more. I'm so glad your son is doing ok!!!
