Is this typical for guest relations? What have your experiences been like?

[K_Jordan]

We are new annual passholders, and were very disappointed when the EMHs for the weekend we're going (April 15-17) were changed at the last minute. We are only going for two and a half days, so we planned out everything meticulously. When they did the last minute change it shot a hole through both character breakfasts and messed up our plans to schedule fast passes in order to avoid EMH crowds. I sent an email to guest services. I explained the entire situation and how we need to rethink our entire plan just 18 days before we leave.

A few trips back (before we were passholders) we had the most incredible service from Guest Relations. Long story short- we were stuck on monorail for over an hour and were screamed at when we went on the resort monorail (even though that's what a CM told us to do). They acknowledged the problem and genuinely apologized (<-- the key to customer service in my opinion) and on top of that gave us 3 extra fast passes since we missed rope drop!

I wasn't expecting any kind of perk when I emailed, but at minimum I wanted the problem to be acknowledged and some sort of apology/explanation. The reply I got simply said "we have gotten a lot of complaints on this issue. Thank you for your feedback and it will be passed on." She didn't offer an apology, never really addressed the concern, and the entire message looked like it was a general copy and pasted script. I felt like I was brushed off. The half-hearted reply annoyed me more than them changing the hours in the first place! (*disclaimer- I know that this issue is not the end of the world, and we will still enjoy the trip. Also, I know I am a stickler for quality customer service! )

***Vent Over***

For a business that charges such a high price for things, you would think that their customer service would be absolutely tip top shape.

What have your experiences been like?

 

[pa. dad]

It's not that different an experience than if you go to a park and a particular ride or show isn't running that day. We complained once that a Splash Mt was closed and didnt get anything over and above a form letter.

 

[Travis B]

I've had very positive experiences, although thankfully I've only had to contact them a couple of times. My in-park experience was great, and my experience via email was satisfactory as well.

The CM you corresponded with via email probably had no explanation to give you - I doubt they're given much more information about these changes than any of us are. I understand how you could feel brushed off. Would a copy-and-paste apology have felt any more sincere? Sometimes I feel like a hollow apology is worse than none at all.

Perhaps if you have a moment while you're visiting you could stop in at guest relations in person and let them know how this last minute change affected your trip, and that of many others you correspond with on these boards. It would reinforce the message to the higher-ups and perhaps you would leave feeling validated in your concerns. The guest relations CMs in my experience seem to really listen, so it could be worth a shot. Not necessarily to get anything out of it, but to feel heard.

I think that Disney customer service generally is still pretty exceptional, but with so much demand and such volume to deal with there are going to be experiences that aren't up to par.

 

[dachsie]

email them and tell them that you are unhappy about the change in EMH and how you were treated when you called in to discuss it

 

[soniam]

It may be that they are gathering complaints and will address them later. However, I understand the disappointment, because I have always had great responses from Guest Relations concerning both negative and positive emails. I think your situation is a bit different, more disconcerting, and more under Disney's control than Splash Mountain being closed.

 

[maxiesmom]

Unfortunately park hours are always subject to change. I've had them change during my trip. Did you not know that? I know it is a pain, but it has been that way for years. I guess I'm not sure what you expect them to do. I understand complaining about it, but were you looking for an apology? All any of us can do is plan the best we can, but know we may have to move things around.


I get being upset. I'm not too thrilled the Big Thunder refurb got moved to my vacation time. Just trying to roll with the punches.

 

[Travis B]

It may be that they are gathering complaints and will address them later. However, I understand the disappointment, because I have always had great responses from Guest Relations concerning both negative and positive emails. I think your situation is a bit different, more disconcerting, and more under Disney's control than Splash Mountain being closed.

I agree. It's understandable that an attraction could go down or be closed without warning for whatever number of reasons. Changing an EMH around in order to implement a new hard ticket event only weeks before it happens is a little crazy. Especially when so much advance planning is required for FP+ or ADRs.

 

[squeezle]

They acknowledged the problem and genuinely apologized (<-- the key to customer service in my opinion)

Couldn't agree more.

 

[K_Jordan]

I knew that park hours could change, but just didn't know they'd do it so last minute (rookie mistake I guess!). To add insult to injury I assume a part of the reason they changed is for the paid extra hours.

 

[Peepster]

I, too, am not happy with the "canned" responses. I no longer feel the company cares if they have our business. I am a big believer in karma, however.

 

[Planogirl]

From my experience their reaction depends on how many people the problem seems to affect. I've dealt with indifference and it had to do with something that was a big issue for a lot of people. I've also had a smaller issue and the reaction seemed more genuine and caring.

Or maybe it depends on which CM you are dealing with.

 

[CAS239]

This is the unfortunate thing that can happen and what is bad about having to plan adr's and such so far in advance. Especially if you're trying to set it up to where you get in the park ahead of the regular crowd.

I'd be glad they changed the EMH's that far out from you're trip. It's not uncommon for them to sometimes change them just a few days in advance (sometimes the day of). So you still have time to rearrange stuff..all hope is not lost.

And they sometimes will give you an extra anytime fast pass for an issue, but I wouldn't count on it every time. If they did this for everyone that had an issue the lines would be even longer. I know you're definitely frustrated but nothing more they can do other than apologize for the change.

 

[ttintagel]

Yes, this is the typical response from Guest Relations. The response you had over the monorail incident was unusual.

 

[Karin1984]

Contacted them twice (besides making adrs etc) both extremely good results, exceeding my expectations. So to me, with things they can solved, they go the extra mile. With things beyond their control, like changed EMH, there is nothing they could do to make up for it.

 

[DWillowBay]

It's a roll of the dice....everytime! Structured flexibility is my approach! That way I'm never disappointed.

 

[maxiesmom]

Contacted them twice (besides making adrs etc) both extremely good results, exceeding my expectations. So to me, with things they can solved, they go the extra mile. With things beyond their control, like changed EMH, there is nothing they could do to make up for it.

That has been my experience as well.

 

[karasmom]

I believe they might sill follow this up with a call?

I got some standard email initially, then an email from someone telling me she would call me soon and then the promised call. This all happened over a few days. I was treated with impeccable, way above expected service and this was just a few weeks ago. (I voiced my frustration about them expecting me to plan but yet they can't announce park times and MNsSHP dates).

Might be a new procedure for them to just send out an email over something they received a lot of complaints about (as the every changing park hours).

Unless they have really received so many messages about the EMH change and decided to just send out standard emails (which would be good because these ever changing hours are ludacris) I feel you will still get a call.

Keep us posted.

 

[RAPstar]

I do emails for a very high profile company. We recently had a promotion going on that generated a very high amount of emails to us. So many we were actually behind a week in responding to emails (we're supposed to get them out in about 2 business days). Needless to say, if it wasn't something we could immediately fix/resolve, we did a email very similar to the one the OP recieved. Unfortunately, it happens. We try to at least apologize mostly, but sometimes you just get a generic reply. Sorry

 

[LilyWDW]

I'll be honest... what were you expecting? They heard your complaint and said they would pass it on.

 

[A State Of Autumn]

I understand registering a complaint due to the inconvenience, I imagine these kinds of changes are detailed in the ticket terms and conditions? Do these changes happen often?