Interesting change at guest services

[Buckeye Princess]

We were at Disney yesterday and stopped in guest services to give our praises for a wonderful cast member who had helped us earlier in the day. While waiting I noticed that they were asking to see the IDs of those who were lodging complaints. I asked the guest services CM about it and he told me that to provide a better experience they are now logging people into the system and need an ID to verify identity. It appears that this is being done whenever a complaint results in some sort of compensation whether it be a fastpass, free popcorn, or a refund. I know I've read some threads on here about people abusing the system just to get free stuff, it looks like Disney is going to try and flag those people who are repeated complainers.

 

[pigletto]

We were at Disney yesterday and stopped in guest services to give our praises for a wonderful cast member who had helped us earlier in the day. While waiting I noticed that they were asking to see the IDs of those who were lodging complaints. I asked the guest services CM about it and he told me that to provide a better experience they are now logging people into the system and need an ID to verify identity. It appears that this is being done whenever a complaint results in some sort of compensation whether it be a fastpass, free popcorn, or a refund. I know I've read some threads on here about people abusing the system just to get free stuff, it looks like Disney is going to try and flag those people who are repeated complainers.

Good for them.
It's probably a good idea to have a record of who is complaining simply so they can be contacted afterwards or someone can follow up on the complaint.
The fact that it will stick it to the people who complain about everything under the sun to get free stuff is an added bonus

 

[rgf207]

Good for them. I know many retailers do this to track returns. Disney shouldn't be any different.

 

[Tonka's Skipper]

Seems a good plan to me!

If someone has a real complaint, they should be willing to sign/put their name down to it!

AKK

 

[connie1042]

We were there in May, and had a couple of issues. The main one was I cut my hand in AK, and even though it was not a major cut, it did bleed quite a bit, and I needed a little first aid. I was not blaming Disney, but the way they handled it was just unacceptable. So anyway when they called me back, they recorded our whole conversation. After we went through everything, she asked me if there was anything else. I said, not really, I just want to know if how this was treated was the norm. She said "let me turn off the recorder, and I will talk to you about it." I thought that was sorta odd, but she said they should of stepped in to help. I said I wanted to make sure, this was not the norm. If someone is bleeding, they need to at least get them a kleenex, and show them to first aid. Also I said they should of checked where I got cut, cause if it was sharp enough to cut me, then someone else could get cut. I told them I did not want anything as compensation, they did ask, I just want this not to happen to anyone else. I am sure they were just covering all angles, so that they have it on record that I agreed to everything, and that I can not go back and sue them.

 

[Eljay]

Good.

 

[Butterbunkins]

I think this is great! Especially like a thread recently where a complaint was made on their trip and they were compensated and now that they are home they were looking to complain some more. It will also eliminate double compensation along with the chronic complainers.

 

[CentralFloridian99]

Sounds good to me!

 

[PrincessCastMember]

I worked at Magic Kingdom Guest Relations for a few years and can say that I personally know that at least since 2006 they have been doing this. All compensation is tracked in a system.To my knowledge they've been doing this for quite some time.

 

[Cafeen]

So... where can I lodge a complaint that you need ID to lodge a complaint?

Works for me. Complaints should always be logged, for the good of the company AND the customer. Compliments should be optional, though a complaint may take more weight if you're more apt to compliment than complain... so it could be useful (or vice versa).

 

[MomiTo2SwtGuys]

I think this is great!

 

[sephorachick]

I'm glad to see this a new rule. I have never complained myself though.

 

[POOHsie]

I'm glad they're tracking people who present complaints. My mom's cousin spent his adult life getting things out of companies. Didn't matter, a restaurant, motel, a ticketed event, a service business, a retail store. One time a picture fell off the wall of his motel room in Daytona Beach (so he said) and he complained that it fell on his head and he wanted his whole week-long stay comped. I never found out what happened. I didn't want to know what it cost the poor motel to deal with my relative.

 

[juliehoey]

They track you no matter whatWhen I booked my first trip for my kids under my married name, they found me under my maiden name(without me telling them) and linked all my trips together. They told me my history of stays. I figured this out after my mom's phone number appeared on my ressie confirmation. I was told by the CM I questioned how they would know so much about me under my married name and she said they call it an 'in-house' system.

 

[TagsMissy]

I think this is great! Especially like a thread recently where a complaint was made on their trip and they were compensated and now that they are home they were looking to complain some more. It will also eliminate double compensation along with the chronic complainers.

That's horrible!

 

[Cheshire Figment]

Any time there is a true exception to policy, especially if it is based on a Guest complaint, at ticket windows or Guest Relations we will fill in a Guest Service Record which includes the name, address, and telephone of the Guest and this information will be entered into a special computer record. If I am filling in a GSR I will ask for a photo ID to verify the name and address information.

And when I am talking about an exception to policy I am not referring to a "Magical Moment" where there is a sudden sprinkling of Pixie Dust but to a response to a complaint.

 

[Cherinva]

Good...to many people try to get something for nothing...it's like someone who wants a refund on their ticket because it rained that day.

 

[HappyGal]

Brilliant!

 

[Mommee]

I don't think this is new

In 2004 we tried to watch Beauty and the Beast. After the show had just started, a CM came up, yelling at us for sneaking in the exit and demanded we leave. He only got angrier when we claimed innocence so we let him escort us out. DH complained at guest services, and they took his ID and put a note in the system to honor a VIP seating pass the next time we came to Disney (that was the last possible show we could see that trip).

it took until 2007 for us to get back, but they honored it

 

[kaligal]

I hope they don't require this before listening.

I tripped over a loose plate in the cement. The thing just hadn't been screwed in correctly. I was fine, but I realized that someone else might not have landed correctly and could have gone down.

So I popped in to Guest Services to tell them it was on wrong. They kept asking if I was okay or if I needed anything. I had to tell them several times that I was fine and wasn't complaining, I just thought they might like to let Engineering know so they could fix it.

It was actually a big pain having to keep saying I didn't get hurt. If they'd made me fill out a form, I think I'd have just left.

I seriously hope they're just doing that to people with stupid complaints who want free stuff.