How to handle rude/poorly trained bus drivers

[kidangel]

I'm going to "set the stage" by quoting from the email I sent to Disney last spring, regarding our trip to the World last October.

"In the past, bus drivers had been courteous and extra-ordinarily helpful
when loading the wheelchair. Quick and effficient. This trip, they were
rude, abrupt, and impatient. Many of them seemed unfamiliar with
operating
the wheelchair lift and securing the chair. For the first time in our
experiences with Disney, we felt like a hindrance to bus drivers."

"A Cast Member on the Epcot monorail complained that the wheelchair ramp
was
too heavy and asked if my husband could step out of the chair to board
the
monorail instead. (he could, but that's not really the point)"

Disney's response was typical - "You may be assured that your observations have been shared and are being taken seriously. I feel that we truly understand your view, and have all of the necessary information."

Our fourth trip to the World with a WC is coming up this December. WDW, and sometimes the mall or similar experiences where there is prolonged walking is the only place where DH uses a chair, so we're not the most experienced either. But I expect Disney drivers, at least, to know what they're doing. (although DH manages the ramp pretty well)

I was reading on another forum where other WC/ECV users have experienced recent rude and seemingly poorly trained bus drivers as well, and I'm wondering if this is a trend? If we experience the same thing next trip, what should/could I do about it? I feel I made a mistake in waiting several months afterward before making my feelings know to Disney.

Also, we're considering renting an off-site ECV next time, as DH gets worried about me pushing the chair (I only weigh about 98 pounds). The kids and I usually take turns, but my teen DD injured her knee this summer, and we think the excessive walking may necessitate HER needing a chair, at least part of the time, which means we're running out of "pushers." (they're both capable of wheeling themselves, but let's face it, some of those hills mean a pusher is awfully welcome) Is the situation likely to be just as bad, or worse with an ECV?

I worry that some of the rudeness/indifference comes from the fact that DH doesn't "look" disabled. We're in our thirties and have three kids running around. Could this be part of the problem, and will it be even worse with an apparently healthy-looking teen in a chair as well?

There were a few times when DH walked on to the bus and I folded the chair just because we felt so bad for making people wait to be loaded and/or were frustrated because we didn't want to wait for the next bus. The chair is a minor pain to fold, as he uses an Obusform back/seat cushion on it, which has to be unstrapped, someone has to carry the cushion (it's unwieldly), I have to lift the chair, etc. so we don't do that often. But obviously, with an ECV, that's not an option.

So, has anyone else encountered this behaviour from bus drivers, and how would you recommend handling it if it continues to happen? Complain immediately? To whom? And what would I expect them to do about it?

I'm not painting all drivers with the same brush, there were plenty of great, helpful drivers and other CMs. Unfortunately, the negative ones stand out, and I have noticed an increase in the problem.

Thanks for your input

Shelley

Read my Disney Blog!
http://movershakerbirthdaycakebaker.blogs.com/remember_the_magic

 

[danalee]

Hello there,
I can say we just came back from a 10 day stay at the world, and this was our first trip with a wheelchair.

We had no idea what to expect with buses, rides anything. We were pleasently surprised, we were helped alot everywhere! As far as the buses, we had only 1 "cranky" bus driver our entire trip! We chalked it up to him having a bad day, but honestly other than that one time they all were nice and very helpful, put my mom on and off with no problems!

On the monorail, we did have a couple of instances where there was nobody to get my mom off the monorail, we had to flag them down so they could lay the ramp. Again though we had only had a couple that wasnt "overly" nice not mean just not talkitive, so that also wasnt to bad

All in all it was a really nice trip!

 

[dclfun]

I just returned from a lengthy stay at Disney also and used the busses every day. Fortunately I did not have any challenges with bus drivers and all were helpful to me, even though my service dog did try to "kiss" one of them. I do know what the OP means though. There is nothing like gritting your teeth and hoping that the bus driver who sees you sitting there waiting for their bus has a smile for you vs. a look of "oh no...I'm going to have to load a chair". ---Kathy

 

[kidangel]

Bumping this up because I really am interested in getting some input/suggestions on how to handle it if it should come up again.

Shelley

 

[dclfun]

If it should come up again I'd either go to the bus driver area at the front of the park if possible, such as the transportation kiosk in front of MGM or immediately go to Guest relations with the name of the driver and to fill out a complaint form. Once at either of those places you can also ask for them to send over a bus manager. Either will take time from your trip. If you don't want to take the time during your vacation, then send an email or letter to guest communications once you are home. I have also gone to the resort front desk once when two busses came with broken lifts.---Kathy

 

[michelle9343]

Over the past 5 years I think it has become an issue. Many times drivers make me feel like it is a major inconvience to have to load my DD chair.This past summer 90% were nice 10% RUDE.

 

[LindsayDunn228]

Over the past 5 years I think it has become an issue. Many times drivers make me feel like it is a major inconvience to have to load my DD chair.This past summer 90% were nice 10% RUDE.

I feel the exact opposite. I have never had a bus driver give me this kind of vibe before.

 

[dclfun]

To me, 100% of the bus drivers should know what they are doing and load a chair safely and with courtesy. If even one bus driver spoils a guests' trip, then that is too many. Once it happens someone worries about it happening again. Who wants to dread riding a bus, esp. on their magical vacation?---Kathy

 

[LindaBabe]

In the spring, I had trouble with a couple drivers who wanted me to load my ecv on a steep ramp in the wrong direction when I knew it wasn't possible. in one case, I tried to do it 'his' way and of course got stuck and a large strong fellow guest physically PUSHED me and the ecv up the ramp. The second time, I demanded a manager and got one. I loaded successfully MY way.

I'm dreading November when there will be two of us on ECV's.

 

[BillSears]

I didn't get any bus drivers who were outright rude to me on my last trip. But I did get a few who looked like they weren't really happy to see me. I usually thanked them and talked abit with them while they were securing the wheelchair. A few times on this trip the bus driver would make a comment about how he didn't mind doing this for me but was (slightly paraphased here) "Getting tired of having to load all of these ECVs for people who are overweight and should be walking instead of riding."

I think the bus drivers are human just like all of us and over the years they are seeing the increase in use of wheelchairs and ECVs because of the aging of our populations and the increase in attendance of wheelchair/ECV users at WDW because of how accessible WDW is. This increase in users is putting a strain on the system. For the bus driver this means more physical labor and delays in their schedules.

Their attitude isn't right but considering the pressure they are under and the long hours I can forgive them some as long as they get the job done.

 

[SueM in MN]

Over the years, we have had probably 90% good drivers and 10% or less bad. I agree with other posters that even one bad driver is one too many. Besides the other places mentioned to complain, you could also try calling the Transportation phone number listed on your phone back at your resort.

Besides seeing more people with wheelchairs/ECVs, I think another issue is that the ones the drivers are seeing are having less places to attach the tiedown straps. We had a trial power wheelchair a few weeks ago and it took me 15 minutes each time to tie it down when we went in our van , and I knew what I was doing. Some of the drivers probably look at each wheelchair or ECV driving up and wonder if it will be something that difficult to deal with.
Another thing that has changed is other guest's attitudes. You don't have to search too long to find people complaining on the Theme Parks, Transportation, Trip Reports or Resort Board about wheelchair loading. If the bus driver knows that for each wheelchair he loads, he's going to get a complaint from 10% (or more) of the other passengers getting onto the bus, that certainly makes it less pleasant to load the wheelchair. I'm sure a small minority of bus drivers take that frustration out on the people with wheelchairs/ECVs that they are loading. NOT right, but probably true.