Inquiry from newspaper reporter

[Tigger_Magic]

I've been going to WDW regularly since EPCOT opened and have not noticed a significant decline in service or magic. We've had memorable, wonderful trips each time and met some awesome CMs, some of whom went above and beyond the "call of magic" to make some incredible memories with us.

But then again my expectations are probably not as high as others and admittedly, I don't wander the parks looking for what's wrong or what's not-so-magical. My glasses may be somewhat rose-tinted, but I prefer to look for all the good things about WDW when I am there and for me, at least, that's pretty much blotted out any memory of anything wrong.

 

[brittsmum1998]

QUOTE
My opinion, customer service hasn't declined, we demand more, expect more and want to pay less. and its

 

[indigoxtreme]

Our last trip was in 2001 with my con's High School Band. They Marched in the afternoon parade at Magic Kingdom. Our next trip is this September. The CM's could not have been nicer or done more for us at anythime. They were wonderful. What I did witness, was as the other posters have said, The Rudeness of the Guest. It seems since the 90's many people (I won't say all) think they and their families are the only one's that matter. Everyone owes them something no matter where they are. I truly felt sorry for the CM's some of the time when they had to put up with the harrasment of some of these dolts. I also found that some of the people from other countries pretended not to understand anything that was being said to them, so they just kept on being a Commando. Not all of them, but a majority. Most people tried to follow the rules, of course this was prior to Fast Pass so the lines were long many times. For the most part this trip was one we will never forget and the Children in the Band will never forget, they became cast memebrs when it was time to march. I have been planning this next trip for a couple of months now and have called many times to WDW for info, every time they have been most helpful and gone above and beyond what they needed too. I am excited about our next trip, my granddaughter's 1st. I am an understanding person and unless something is really wrong or is not corrected I do not complain. Three Cheers to Walt for making a Happy Place that we can all escape to and forget the cares and burdens we all have for a period of Time.

 

[Minnesota!]

I have trips in the 80's, 90's and 00's. I don't think service has declined, only guest rudeness.

How's that?

 

[rmontgo892]

I keep going back to WDW sometimes bringing family and friends. If you take a peak at my signature line below...you'll see my credentials.

I would like to share a story that can answer your customer service inquiry from a unique perspective. I've shared this before.

My husband and I had been going to WDW since we were kids. We finally decided to take a trip together and our first onsite WDW resort stay as a couple was the Polynesian in 1992-1993. We paid rack rate, had a view of the monorail track (read undesirable), 2nd floor, no balcony. We thought we had died and went to heaven.

Many stays later at various resorts including our DVC resorts we still find that same magic!

My point of bringing up the rack rate and no view is that expectations from guests, in my opinion, have risen to a level that can be hard to meet. I think since the "invention" of the Internet and Unofficial Disney web sites while a wealth of information can set families up for disappointment.

I mean, people are coming back disappointed that they didn't receive a towel animal in their room. I have NEVER had a towel animal. I just don't care about that either. Most would have never even known, myself included, that towel animals even happened. In addition not only do some expect the perfect view and location, but they expect the perfect view/location when they haven't even paid for it! So those who come back without those "extras" may very well say the customer service was lacking.

I admit, I fell for this mentality once and never again after reading on the Internet reports from people saying they ALWAYS get this perfect view...yadda yadda yadda.

Somebody, sometime and somewhere is gonna get that view of the "monorail track." We all think we are special and deserving right? Wrong. That mentality does nothing but set up families for disappointment.

The only customer service problem I have encountered with Castmembers is consistency. One CM is not like the next! When you have been as often as my family your bound to see some cracks. Some years we had been to WDW as many as 5 visits in one year. This is from a family living in New Jersey not the closer states or even Florida.

Examples of some witnessed cracks are the front desk, bell services, and mousekeeping CM's and even park CM's. All are not created equal. I am also able to compare various resorts and levels of service through the years.

I do not think the level of service has declined but I do think the expansion of the WDW resort from parks to resorts add another element in trying to satisfy ALL guests. The number of guests have expanded!! Not sure that's a problem, just listen to the transportation complaints. Expanding makes transporting ALL guests a challenge to say the least. I kind of miss the old days when WDW wasn't SO built up.

I notice you mentioned a SSR stay and encountered problems and being a passholder. In my opinion, Disney can drop the ball when opening a new resort and should offer a discounted rate to offset the kinks that ineveitably will occur more times than not. Patience is not something you want to worry about when you paid top $$$ or DVC points to stay in a resort that still has construction and problems.

We were at OKW when SSR first opened and they had issues with the food area (weren't staying there so this was our only experience). We loved the flat bread pizza and ran over a few times but they definitely had problems and couldn't imagine what it would have been like with a true lunch or dinner rush! I also don't like how some defended this complaint by saying there are plenty of DTD restaurants. Ut uh. No way. You pay top $$$ or points, there needs to be an efficient running eating area for resort guests, period. I am not sure if this has improved? Oh yea, and this from a guest(me) that didn't complain just knew what was going on. A CM offered info like it was new and we are working out the kinks etc. Understandable for me but not for a guest staying there.

As many resorts that WDW has opened...it still amazes me how they can really drop the ball on this issue of opening a new resort. Boggles the mind. They open too soon, imho, yet some guests can't wait!

It's difficult at times as a returning guest to get fabulous service and attention on one vacation and return to find it NOT at the same level you experienced it beforehand. This goes back and forth for my family.

Overall my family is very satisfied with WDW's customer service in all our visits.

I'll leave this on a positive to show how CM's can go above and beyond with the pixie dust. One stay we were at the Contemporary in concierge light in the main tower. Our fridge broke. I called to let maintenance know on our way out. As we were returning to the room from the MK, we encountered the CM who replaced the fridge. We were asked what food had been spoiled. I replied nothing, we are fine, thank you. The CM said I saw food. I said it was nothing to worry about and we probably wouldn't have ended up eating it anyway (leftover desserts), thank you.

We enter the room and after like 15 minutes we get a knock on the door. There is the CM with a Mickey plush and balloons for our then 3 yr old son and a supply of sodas and waters. Nice touch huh? Not necessary! All we wanted was a working Fridge and we got one! We thank the CM and our son is delighted! That's pixie dust!

Once while staying at the GF I called Mousekeeping asking if I could get an extra sewing kit cause it was in a really pretty tin and knew my Mom would love it. The CM arrives with a bag filled with all toiletries!

Arriving for a second GF stay and receiving a plate of choc strawberries and a split of champagne and flowers with a card welcoming us back when we arrive in our room. How did they know? My hubby thinks he mentioned at check in that we were happy to be back?? The front desk CM didn't have to do that! Nice touch, eh?

Once at OKW I was lugging back groceries and a CM stops in a golf cart and offers me a ride to my room!

Oh yes...I lost/left my purse 2 times. Once at Epcot and once at Disney-MGM studios. Both times it was recovered intact!!!

Too many magic moments to list...

For Boston Rob-1976 to present...
~Roxanne

 

[3lilprincesses]

my first trip EVER to DW was in 2004. we came home RAVING about how wonderful it was. what incredible service we got at GF. how wonderful the CM's were everywhere. how immaculate the parks are. etc. flash forward several months. i found these boards. love them BUT there is so much complaining around here sometimes, it can be a real downer!! people point things out that i never would have noticed. or complain about things that never would have bothered me before. it gets a bit old. don't get me wrong, i still love these boards, but i wish people would not be so negative sometimes. i can see the value in criticism, but sometimes it goes too far.

don't mean to offend anyone. i am a relative newcomer to the Disney Bandwagon!

p.s. for what it's worth, our local amusement park charges an arm and a leg. it is ALWAYS crowded. it is pretty dirty. and we still love it too!! LOL

 

[rmontgo892]

What about a poll??? You can post one on DIS and people will respond. Not scientific but can give you a "read" on what DIS readers think as a whole about customer service.

 

[Cinderella37]

I've been going to WDW every year since 1980 (I was three). Obviously my memories of the 80s are hazy, but comparing the level of service during the 90s (the years of the Disney boom) to recent trips shows a decline of service. My first stay at the GF was in 1996 and it was marvelous. After staying every year until 2003, we saw a steady decline in service. The rooms weren't as clean, there were bulbs burned out along the roof lines (not a big deal - but something that you wouldn't have seen 10 years ago), a lack of caring on behalf of the management we encountered, and grounds that were looking a little run down.

When we alerted the management about our filthy room, we were promised a cleaning. By the end of our ten night stay, I was asking for a vacuum cleaner to do the job myself. We spoke to three managers during our trip and never received any satisfaction. We weren't looking for a comp, just a good cleaning. On this same trip in 2003, I walked out of a restroom in the MK because it was disgusting. A CM heard me complaining to my fiance and apologized, saying that there simply weren't enough CMs to go around.

Our most recent trip was July of 2004 and we were very happy at the BWI (our second stay there in 7 months). The grounds are well-maintained and the CMs could not be friendlier. Truthfully, though, the parks still need some cleaning up. The ashtrays in the smoking sections of the parks are overflowing and filthy, there's trash on the ground and some areas are looking like they're in need of a good repainting and cleaning. We also heard many CMs complaining about their jobs right in front of us and other guests.

These instances might not be earth-shattering, but for a place and a brand that has been known for extreme quality and cleanliness, it's a letdown when WDW doesn't deliver or at least function on the same level of service as it did in the 90s.

 

[FanofG00fy]

1977 - 10 years old. My parents would have killed me if I didn't behave, so really didn't pay attention. Never heard my parents complain about services. Contemporary & Poly great beds, and never a dirty room.

skip ahead...

1992 - Graduation gift (college, no it didn't take me that long to graduate from high school! ) CR - thought it was wonderful. The CR even had a little "welcome to WDW" Seminar just for us!

1997 - No gripes, no complaints, didn't notice a difference. CR

2001 - November, happy for us to be there. Above and beyond. Then again, starting on this trip, I realized I'm the one who starts the magic, and if I'm lucky...CM's will help me with extra magic. This is the trip I realized..."They are working hard for their money." Yes, they have bad days, but I'm on vacation and I'm not going to stress out if I don't have towel animals or a cast member didn't smile at me. All Stars Music

2003 - AP Holder First time!!!! Did I notice any difference? Nope, but it was up to me. I did witness people being extremely rude to CMs. That is what I have noticed. The change in Guests. Has this changed the CM's, I would be surprised if it didn't. They are like me. When I had a really rude and crude customer to deal with, it was extremely hard to turn off the emotional struggle that was going on inside me (keep smiling to keep your job, or just reach out, slap to crap out of this customer and loose my job) to turn on a happy face and act like nothing happened. That is a major struggle that I think they are going through. ASMusic, CSR, and POR

2004 - Don't you just love AP's!!! Nope same thing different day. Rude people everywhere, not CM's. But new break through for me. I'm not going to let them ruin my vacation. So, "ignoring the idiots vacation" has begun. And guess what.....I had a FANTASTIC time. I even had a blast with CM's. Everytime someone was rude in front of me, I would tell the CM that I thought that person was a jerk too. Usually got a huge smile and no problems between the CM or myself. Usually walked away with both of us smiling. CBR

2005 - Ut oh!!!! Oh, still an AP holder, but the evil internet got in my way. First time Concierge (WL) I had very high expectations.....and got very little of what I expected. Will I do it again. No...the staff didn't go above and beyond like I had read concierge does. They were just doing like Customer Service did in the lobby....just not that long of a wait to get to them. My fault entirely! Do I blame the CM's....nope. Were they rude or different than before? Nope, again my fault with My Own Expectations. WL

2005 - YES!!!!!!!! Two trips one year!!!! Dang I'm good at saving money. Haven't gone on it yet. I'm back to "Ignore the Idiots" vacation plan. In fact, I want to put smiles on CM's faces. And If I'm in front of you in line and the CM is great to you after I leave....yes I do take tips!! POFQ or OKW or ASSports (depends on what codes comes out )

 

[DisFlan]

We've been going to WDW since 1977. Many trips, all to deluxes and DVC. So our original expectations and experiences predate the internet by quite a bit. We've seen the service go up and down over the years. Prior to the early 1990's, the service was never short of excellent. Since then, we've seen it vary from abysmal to very good. And it can be spotty from resort to resort and park to park. The increased size and use of WDW may have simply made controlling quality very difficult. I doubt it will ever return to its original level.

Around 2000 seemed to be the low point. Our worst trip ever was that year - a series of fiascos and bad service wherever we went. We were astounded. But it wasn't just us. We heard guests complaining everywhere we went. Slow/no service, poor food, lost restaurant reservations, mistaken charges, rides out of order, dirty parks, undelivered purchases, surly/unhelpful hotel staff. The worst we had ever experienced.

All my husband's morning golf tee times had been changed to after 3 pm. This was early November. He'd have played half of each round in the dark. The golf was paid for in a package. Nothing was done to rectify it and he was told there were no other available times. He's a golf fanatic and Disney is his favorite place to play. He played no golf on that trip. He decided the whole trip must be a conspiracy of some kind. Disney's way of telling us not to come back.

Service seems to have improved since then. Good, but not as good as it used to be. The famous White Glove Treatment of Disney guests has definitely withered a bit.

DisFlan

 

[cjsmith]

I'm a HUGE Disney fan and spend a tremendous amout of time there. I've been traveling there on vacation since I was young every year and spent two weeks a year there every year with my kids when we lived in NY. For the past 6 years we've been Florida residents and with the exception of this year, have spend on average 26 nights per year staying on site at a Disney resort. I'm not the kind of person who wants more for less, has a ton of demands on Disney or requests anything over the top, or complains generally. We travel frequently and always stay at high end resorts like The Ritz Carlton and others in that calibar.
That being said, I for one do feel like customer service and everything related to it has gone down hill a bit over the years. There are less people manning the phone lines and I'm on hold a lot longer when trying to make hotel reservation and dining reservations. A lot of times the CM's are overworked and tired. There are also times when they CM's don't seem to have the same base of knowledge or training that they did years ago. Disney has started to farm out their call center to centers that are not Disney, so you simply don't get that magical feeling at time when talking to some of the CM's over the phone. I notice that the bathrooms are not kept as clean as they were years ago, years ago they would have people out wiping down seats after the rain, there were more CM's working at the parks and more turnstiles and lines were open at rides and at the entrances. Disney doesn't appear to do the upkeep in general like they did years ago. Rides aren't open every day all day all year any longer. Remember when Epcot used to be open from 9 until 9 at night, now they've split the park in 2 and World Showcase doesn't open until 11 am~ again less CM's and therefore less customer service.

On my last trip there last month, I waited at the Magic Kingdom over 45 minutes for a bus back to The Yacht Club. We saw other buses come and go but never one for us. I would nicely inquire at other buses when one would be coming for us and those I spoke with barely wanted to deal with us. No one ever bothered calling for another bus and foolishly we stood and waited. Finally after calling the concierge floor where we were staying and complaining they switched one of the buses and walked us all over to that and brought us to the hotel. There was never an apology or an explanation.

I love Disney and I will continue to go and enjoy myself there. I just keep hoping that Disney goes back to the Disney someday.

 

[Ishy]

Didn't want my comments flamed - and they would have been.

I just wanted to ask - Please let us know the results and when it will be published. If that does come to happen or not.

Thanks,

 

[disneyfan3]

If you want the "truth" about disney's decline just pay attention to CJSMITH's email. She hit it right on!
I have been going to disney since it opened. When I grew up I stayed at the disney resorts in the 1990's. If you wanted "service" you paid extra to stay at disney instead of other hotels because you knew you would get extra attention and if there was something wrong, they would go out of their way to fix it. You knew customer service was at the top of the list with disney!
Just look at tomorrowland....if you look at what it used to look like and compare it to today , it is lacking.
If you want the truth you won't find it on these boards. There are people so commited to disney that they will make comments like:

I like to think positive or I don't notice every little thing on my vacation or it is societies fault that disney has declined!
It is ridiculous that we are paying more for disney and receiving less rides, less customer service . But it is because of people that are in a "disney trance" and will "flame" anyone that dares to tell anyone of an unpleasant disney experience. Walt Disney knew that money wasn't everything and he wanted his parks CLEAN and CUSTOMER SERVICE high because that is where success happens. But when you have some people that won't complain about anything wrong at disney and get offended at people that do, nothing will change!! I love disney and have wonderful memories but those people that knew what disney was years ago I think those people are the most disappointed now because we knew what disney was capable of and it is sad that it has changed now. Hopefully things will change with Eisner gone.

 

[meandtheguys2]

Wow! Interesting. I just have to say, why even spend time on this board if you have such issues with Disney resorts? Looking at your posts allof them are neg. in this regard. There are plenty of places to stay around Disney. There are no laws that say you have to stay there. People looking at the positive...hmmm....and Disney fans to boot. It seems they are in the right place, here on the board. Sure, some go to the extreme. So do some of the whiners and complainers. IMO, complaints belong in messages to those who can make a difference, not on a disney MB.

It was easier earlier to keep up the perfect rep. There were half as many hotel rooms at the time. The more you add, the more people to track etc. As far as quality for the cost, the price is set by the market. Disney will quit raising prices when people quit paying. It hasn't happened yet.

 

[WishinOnaStar]

What I have noticed are the cut backs affecting the amount of CM available. They stopped early morning entry, then brought it back on a limited ride bases (what is open and available). Some street performers are not at world showcase anymore (French statues). So in that regard yes it has changed. I personally have never encountered any problem with anyone working at DW in relation to my satisfaction with Disney. I think what other people have said about some people expecting the moon is right. That being said it is a lot of money to spend and I can see where some people might come to expect much more. What I find interesting is the amount of people who are dis-satisfied and yet can't wait to go back and give more money to Disney. Kind of makes me think of that phrase "a fool an his money....."

 

[shellynn24]

I really don't even know what to say. I have to make my opinion known though! I recently went to a water park near home. It was horrible, litter everywhere, dirty water, and the people who work there were just there to earn their paycheck. However, we still had a great time. Having said that, I kept comparing the place to Disney! Let me say that I couldn't tell you anything about how WDW worked before about 2000. I was just just too young and happy to be there to care if my food took 5 minutes or 25 minutes. Or if the CM smiled all the time or not. My husband and I started going together in 2000. We had great times(stayed off-site though). In 2002 we came all the way from Germany(ARMY Family) to have a family get together at WDW. We got to stay at the CR for the military price. We had the best time of our life! I didn't want to go home. I still didn't notice anything bad about customer service. I said I didn't NOTICE. I don't have unrealistic ideas of what I am entitled too though. We were just happy to be out of Germany for awhile. The next trip we took was in 2003 for WDW's salute the Military program. We went for practicaly free! Can you believe I had the nerve to be rude to a CM? I'm still embarrassed about it! And I complained that she was rude. I started it! We get to go again this year I can't wait, and I promise not to be rude to a CM again

I do have to say that Customer Service is all relative. What's good for one may not be good for all. We are a lower income family that is just pleased as punch when we can afford to go!

 

[sherry8253]

My first trip to Disney World was as a young adult in 1973. We went every 2 or 3 years through the 80's. I never saw a burned out lightbulb, a piece of paper (even a gum wrapper) on the ground, peeling paint, places on the colored concrete which had been patched with colors that don't match, or any signs of construction. My DH worked as a manager for Rinker Materials which was located on Disney property and provided concrete and other building materials to Disney. He left his employment with them about 10 years ago. He said Disney was very strict about the color matching when concrete was patched. If there was the tiniest mismatch of color it was rejected. All construction was hidden behind facades. He said he remembers many times when they had to do jobs at 1 or 2 o'clock in the morning because Disney would never allow construction vehicles to been seen by the public. It was all about image. When you entered Disney, you left the real world behind and everything appeared to be perfect. We go to Disney once or twice a year now. Since my DH used to be responsible for concrete colors, etc., he is always looking at the concrete and pointing out where colors are mismatched. He would say.. look here... they used 'x' color to patch 'y' color. That would NEVER have been accepted when I was working here. We see construction vehicles, peeling paint, burned out light bulbs that are not replaced for days. It seems like Disney doesn't care about creating a Disney perfect fantasy for their guests that they did 10 years ago. Now... regarding the human factor of disney - the castmembers. I do NOT think the CM's service has declined at all. I have been embarassed by the way I have seen people on vacation treat CM's. But, I have never seen a CM treat a guest with anything but respect. Disney CM's are the ones who make Disney a magical place to visit and they should be applauded. These service people are not the highest paid people but the vast majority will do everything in their power to ensure that guests have a vacation to remember. Thanks Disney CM's!!!! We don't say it often enough.

 

[goodferry]

Our first trip was in 1995 and we have been travelling regularly since then. I have not noticed a decline in customer service, personally, in that time period. I think that disney does a wonderful job of training the people who work there, I have only EVER encountered one rude CM at the pool at the Polynesian and the manager of the resort overheard DH and I discussing the situation and he took care of the problem.
I do think that there is a problem, in particular at the resorts, with understaffing. I believe that is where you can potentially run into a problem. You arrive at the Polynesian expecting to be whisked off to the concierge building in a golf cart, only to have a CM with 10 other people in line and no bellmen in sight say "go over that way to Hawaii, leave your luggage we'll get it over there later". Well people have an expectation and it is not being met because that particular CM is overextended, this leads to dissappointment.
If you are asking about customer service at CRO or WDTC, however, that's another story. I have no idea what is going on there, but I have never in my life come in contact with so many mis-informed employees at Disney EVER. I am not talking informed about what promotions are going on, I am talking basics, like room occupancy limits and taking payments, I have been extremely dissappointed with the people I have spoke with over the course of planning our next two trips.

 

[SonyaD]

Yes I expected a great view when I stayed at AKL but I PAID for it and still didn't get it in the first 2 times. I love disney but in the future I will not pay for extra. I will save my 250$ a night and stay in a value or moderate resort.

 

[snyderla]

WOW! I'm amazed at people being accused of not "telling the truth" with their comments on this thread.

I went once in 1975, then 20 yrs later for my next trip. I have a smile on my face and not a care in the world when I am at WDW, I love that place for the stress free times I have when there. It's a beautiful place with top-notch employees. I have been to amusement parks and Universal and WDW is heads above them in service and cleanliness. I haven't personally seen a slip in service in the past 10 years I've been going regularly, but since I skipped the 80's maybe I didn't see them at their best??? Or maybe it's the rose colored glasses I slip on before we pass under the entrance that keeps me from seeing all those bads things? Or maybe it's because I stay at different WDW hotels, so I can't compare how they change over the years (not exactly accurate, I stayed at POFQ in 1997, then again in 2004 and it was better in 2004, having been remodeled!) I've stayed at scores of hotels, and WDW is the only place where I get towel animals and notes from my housekeeper even if when I'm just paying $49 for a value resort! The service and experiences I've had at WDW in the last 30 years (skipping the 1980's as stated earlier) have been so wonderful that I bought DVC so I can take family & friends many times to have the same experiences I have had. Some people may say I'm just so committed to Disney I'm not able to tell truth from fiction, but I don't think so. I'm committed to Disney BECAUSE of my experiences there~

JMHO...Lori