TXAKDisneyFan
DIS Veteran
- Joined
- May 26, 2014
- Messages
- 1,599
I’m not sure if this is the correct forum, but how do you handle guest disputes? And how does Disney?
We had an incident yesterday wth another guest unlike any I’ve ever had before or witnessed. While waiting to scan our MBs to enter, a man (in his 20s) turned around and kicked my one year olds stroller HARD. My son was asleep (very heavy sleeper), and I’m honestly not sure if the man kicked my son’s feet (the end of the seat right next to his feet was folded backwards after the kick). I was in shock.
The man obviously had some sort of developmental/mental deficiency, and his mom (directly in front of him, in an EVC) turned around and screamed at me. She accused me of running into her son. I said, “I did not” (I hadn’t moved at all) and she screamed back that I hit her son twice. (Like I said, she was in front of her son, and facing away from us the whole time, so I’m not sure how she would even know.)
This all happened after I had seen her son hit their (service?) dog with its leash on the ferry boat; and then in line the woman drove over the dog’s foot, pulling its booty off - the son told the mom the dog’s booty had come off, picked it up, and hit the dog again. I was already pretty shocked that he had hit the dog a couple times when he turned around and kicked my son’s stroller.
The son had been walking around between the entry scanners, the EVC, and the dog. I was purposefully staying even further back from him than I normally do, simply bc he was moving around so much. I’m positive I didn’t hit him. But even if I had bumped him, I don’t think that ever justifies what he did. (I also asked my 10yo later and she said I didn’t bump into him.)
The mom and son pulled ahead, and the CM working the entry who witnessed the whole incident (it all happened directly in front of her) apologized to me and asked if I wanted her to call a manager. I was still in shock and said no. While we were scanning our MBs, I saw the woman get another CM and heard her tell him I hit her son (I didn’t hear her say a word about the kick; apparently nothing came of her complaint, at least from my perspective).
By the time we got to the firehouse to pick up SOTMK cards, the shock was wearing off and I was in tears. I was worried that someone (a grown man at that) had kicked my 1yo son, worried about the poor dog, and upset that I’d been screamed at (I HATE getting in any sort of “trouble” and avoid doing anything that will upset other people).
I think the time to speak to a manager has passed. But I’m not sure what one would have even done? I’m not even sure the man was responsible for his own actions, but the mother certainly should be. And if she’d apologized instead of screaming and accusing me of being the guilty party (to something she didn’t even witness), I would feel different about the whole incident (still not happy that he kicked the stroller and possibly my son, but understanding). I was (and still am) afraid of running into the pair at the parks again. I’m also extremely averse to having anyone upset at me, and it bothers me that she told the CM that I hit her son.
For future reference, should I have spoken to a manager or gone to guest services? What would they even have done (since he only maybe kicked my son, I’m not sure if it even qualifies as an “assault”)?
We had an incident yesterday wth another guest unlike any I’ve ever had before or witnessed. While waiting to scan our MBs to enter, a man (in his 20s) turned around and kicked my one year olds stroller HARD. My son was asleep (very heavy sleeper), and I’m honestly not sure if the man kicked my son’s feet (the end of the seat right next to his feet was folded backwards after the kick). I was in shock.
The man obviously had some sort of developmental/mental deficiency, and his mom (directly in front of him, in an EVC) turned around and screamed at me. She accused me of running into her son. I said, “I did not” (I hadn’t moved at all) and she screamed back that I hit her son twice. (Like I said, she was in front of her son, and facing away from us the whole time, so I’m not sure how she would even know.)
This all happened after I had seen her son hit their (service?) dog with its leash on the ferry boat; and then in line the woman drove over the dog’s foot, pulling its booty off - the son told the mom the dog’s booty had come off, picked it up, and hit the dog again. I was already pretty shocked that he had hit the dog a couple times when he turned around and kicked my son’s stroller.
The son had been walking around between the entry scanners, the EVC, and the dog. I was purposefully staying even further back from him than I normally do, simply bc he was moving around so much. I’m positive I didn’t hit him. But even if I had bumped him, I don’t think that ever justifies what he did. (I also asked my 10yo later and she said I didn’t bump into him.)
The mom and son pulled ahead, and the CM working the entry who witnessed the whole incident (it all happened directly in front of her) apologized to me and asked if I wanted her to call a manager. I was still in shock and said no. While we were scanning our MBs, I saw the woman get another CM and heard her tell him I hit her son (I didn’t hear her say a word about the kick; apparently nothing came of her complaint, at least from my perspective).
By the time we got to the firehouse to pick up SOTMK cards, the shock was wearing off and I was in tears. I was worried that someone (a grown man at that) had kicked my 1yo son, worried about the poor dog, and upset that I’d been screamed at (I HATE getting in any sort of “trouble” and avoid doing anything that will upset other people).
I think the time to speak to a manager has passed. But I’m not sure what one would have even done? I’m not even sure the man was responsible for his own actions, but the mother certainly should be. And if she’d apologized instead of screaming and accusing me of being the guilty party (to something she didn’t even witness), I would feel different about the whole incident (still not happy that he kicked the stroller and possibly my son, but understanding). I was (and still am) afraid of running into the pair at the parks again. I’m also extremely averse to having anyone upset at me, and it bothers me that she told the CM that I hit her son.
For future reference, should I have spoken to a manager or gone to guest services? What would they even have done (since he only maybe kicked my son, I’m not sure if it even qualifies as an “assault”)?
