How to Complain About Rude Cast Member?

[vhoffman]

We just came back from our trip 3 days ago. I had a little "run-in" with a cast member. The more I think about it, the more I think it was a very inappropriate way for a cm to behave and I am considering complaining about it. My only problems are--how, and to whom, does one complain? And do those complaints really get back to the cm, or do you just get a standard "so sorry, thanks for your feedback, ..." type of response?

Basically what happened was this. We were coming back from MGM at night. We asked a cm if a bus went to the WL. She looked it up and told us that bus # 5 went directly there. We stood waiting for such bus for about 20 minutes when another cm came by. He was rather terse in his attitude and asked what we were doing there. We explained that we were waiting for bus # 5 to go back to WL. He said that there wasn't bus service to WL, we had to take a boat and connect at DTD. He aslo said that the park was closing and we couldn't stay there. I said we had no desire to stay at a bus stop all night, we were given incorrect information ffrom another cm. Well, instead of saying sorry about that, he said that I was expecting too much from a cm to ask about bus schedules, etc. He then went on to say that there's so much information at Disney, and how could a cm be expected to "know it all?" Well, we could only start by asking someone. If the original cm didn't know she could have found out. Then this twirp tells me that asking cm's about bus schedules would be like asking him if the Chef at the Paris restaurant uses too much spices in his cooking. I told him I thought his remarks were unecessary and rude. We had gotten misinformation from one cm, then got correct information from him. We were only too glad to be on our way. We really didn't need his smart aleck cracks. Instead of apologizing,he just continued on in the same vein, making remarks to the effect that no one cm can be expected to know everything, etc. We went on our way, but that rude encounter really soured the rest of the evening. I really do feel he needs some lessons in PR. However, I really don't want to type my fingers off for nothing. Does anyone know of an effective way to complain about this guy (I did note his name) so that the complaint will reach the appropriate person?

 

[LuvN~Travel]

I'm a bit confused here...how do you take a boat from MGM to DTD?
Kim

 

[Schmeck]

Of course there is a bus from MGM to Wilderness Lodge - all Disney resorts have bus stops at MGM, except for the deluxe ones clustered between MGM and EPCOT. Those have a boat. (They might have a bus too, though) ANyways, how did you get from WL to MGM in the first place?

 

[kathylovesdisneyworl]

I'm a bit confused here...how do you take a boat from MGM to DTD?
Kim

I'm confused too. I don't remember a boat from MGM to DD. Only boat I remember is to the Epcot area resorts and Epcot itself.

 

[ILoveWDW2003]

All of the Bus Stops have clearly marked signs for the resorts that they service - what did the sign say for bus stop #5?

We stayed at the WL Nov 2003 and took a bus to and from MGM.

 

[Limmer]

Even if he was tired and had had a long day that is no reason to berate a guest. Even if you had made a mistake on your own his job was to POLITELY explain the correct course of action (which it actually sounds like he did not know). I would be very irritated.

 

[Colorado Belle]

I agree that he was rude and should have to retake the 'Disney Smile 101 ' refresher course. I just got back from Disney and had mostly wonderful CM experiences..tho the front desk personelle at AKL need that refresher course too.

Sorry it happened and dampered your evening....I am a car person, but my friends this trip were bus people. It seemed to me that EVERY resort had a bus to and from everywhere. The only boats I know from MGM go to Old Key West and the Epcot resorts....how did you finally get home?

colorado belle

 

[frndshpcptn]

We've taken the bus as well. There is no boat that goes from MGM to DTD. The route is MGM-S/D-Y/B-BW-Epcot.

The DTD boats go to the Port Orleans resort area...

 

[stinkerbelle]

I don't think EITHER CM knew what they were talking about!
Yes - you can take a bus to/from MGM/WL
No - the boat from MGM does NOT go to DTD...it's 2 different bodies of water!

I'm utterly confused

 

[ILoveWDW2003]

We were only too glad to be on our way.

So how did you get back to the WL?

 

[vhoffman]

We got to MGM via taxi. I forget exactly how we got back from MGM to WL, however, that's not the point of my thread. The point is that I was treated so rudely by a cm. I just remember we were instructed to take a boat from mgm (to another location, then another bus from there to WL. Perhaps it was to TTC? Oh, well, that's hardly the point. The point is that I asked two Cm's, was given incorrect information by one, then berated by another because I had the nerve to ask in the first place. To tell me that I shouldn't ask cm's about busses because it was "expecting too much" was just plain rude. Period. He should realize that guests are not an interference with their job, they ARE their job!

 

[disneygoof]

Where did you find the taxi at MGM? Is there a queue like at MK?

 

[WDSearcher]

OK ... to answer the original question (as opposed to which bus or boat goes where) ....

Yes, if you write to Disney and tell them what happened, the letter will be read, will be sent on, and the incident will be discussed with the CM in question. Remember, though, that he will have HIS version of the events as well, so what happens to him will depend on who the supervisor believes. However, Disney will tend to believe guests and give them the benefit of the doubt. So your letter will not simply be tossed away. There are some things to remember, though, when you write.

Dates, times, places, names -- all of these are important. The more specific you can be, the easier it is for them to figure out who and why something happened. There is no excuse for this CMs attitude, but if there WERE extenuating circumstances backstage it gives management a clearer picture of what happened.

Be concise, short, sweet in your letter. Give the facts and try to keep a lot of emotion out of it. How you wrote it here is perfect -- you tell where you were and how you got there and that you were upset with the CMs attitude, even though he gave you the proper info. But leave it at the CM. If you want to complain about the bus driver, do it in a different letter. Keep the focus on this incident.

If you want a response, ask for one. Thousands of people write to Disney every day, and Disney simply cannot reply to everyone. If you want an apology, an assurance that the CM has been dealt with; if you want to talk to someone from Disney to discuss this -- mention that in your letter, or you're not likely to get more than a "we received your letter" acknowledgement. (But please know that even if all you DO get is a form letter acknowledgement, the problem IS being dealt with.)

No matter what other folks may say, do NOT send a dozen copies of your letter to people like Michael Eisner or Al Weiss. Not for something like this, anyway. Send it and let it be dealt with locally. All that Michael or Al or someone will do at this point is to send the letter back down to the area it needs to be dealt in, and they'll already have a copy. Let the supervisors do their jobs. If you ask for a response and don't get on in a reasonable amount of time, you can write again or go a different route, if it's something you need to pursue.

On that note ... give Disney time to reply, if you ask for a reply. It will take a bit of time for your letter to be opened, routed, read, and dealt with. The CM in question may be a part-timer or college program person who only works limited hours. They may be off for the holidays or their supervisor might be. Once the letter lands in the right hands, it will be investigated and dealt with. Don't expect a response within the week.

Send your letter to: Guest Relations, ATTN: Guest Complaints, Walt Disney World, PO Box 10000, Lake Buena Vista, FL 32830.

Good luck, and I'm sorry that this incident clouded your vacation!

 

[vhoffman]

We did not find a taxi at MGM--we took a taxi from WL to MGM. We got back from MGM to WL by following cm's directions. The whole point of my thread is not how does one get from point A to B, its about how rude the cm was and does anyone have any advice about how to effectively complain about him so that it will be heard? The cm acted like there was something wrong with me because I didn't know the transporation system like the back of my hand (isn't that his job) and had the nerve to "expect too much" by asking a cm. If anyone has a phone number, name, address, for a complaint I would appreciate it.

 

[vhoffman]

Thanks, WDSearcher,

Our posts must have crossed. That's the information I was looking for.

 

[Bracho]

WDSearcher gave the best way to deal with any problem at Disney....

 

[Golter]

Im curious now, how did you get back??

 

[wilderness01]

I wonder why they told you to stand at #5 when I think the # to stand at is 10 isn't it? Anyway next time look up at the bus stop and see what resort it is for. Sorry this happened to you.

 

[mickeymom55]

It just so happens that I recently wrote an e-mail to Disney regarding our trip in October. I sent an e-mail to wdw.guest.communications@disneyworld.com. I first received an e-mail reply requesting a phone number and a convenient time for someone to call and speak to me directly. I did receive a call from a representative named Deb. We reviewed my e-mail and she asked some questions regarding my comments. I was more than satisfied after our conversation and as it turned out, I was not the only one who had the same experience during the same time period. As mentioned before, keep it brief and let them know that the rest of your Disney experience was wonderful (which I hope it was). A little positive with the negative goes a long way. Best of luck.

 

[frndshpcptn]

"We explained that we were waiting for bus # 5 to go back to WL. He said that there wasn't bus service to WL, we had to take a boat and connect at DTD. "

Did you look at the sign posted at the bus stop to see what resorts the bus stopped at while you waited there? Was it really late at night, way after the parks closed and the buses had already done their final run? The boats pick people up until about 1 and 1/2 hours after park closing time and take them to the Epcot resorts. Maybe he wanted you to take the boat to an Epcot resort and then take a bus to DTD to catch a bus to WL. That's a long way to get home, but if the busses weren't running any longer it's a good suggestion. Were there other people at the stop with you waiting for the bus? Did he tell everyone to take the boat?