Langauage Barriers

[Doc and Family]

Just back from a great trip, filled with lots of Holiday moments and fun, but was wondering if anyone else noticed the large numbers of CMs for which English was a second language? There were many times during the course of this trip that we were ordering food, making a purchase, getting on an attraction, etc. and had varying degress of difficulty in understanding them or being understood ourselves. It was the sort of thing that happened and then you realized that it took longer or was more difficult than it should have been. After a few times, we realized that it was always a communication issue involving a language barrier. Often we found that the CMs were frustrated with us and sort of signing as to what they wanted us to do. We are WDW veterans and and know the ropes so it wasn't a matter of not knowing what to do or doing something that we shouldn't. It became very noticable after a point and while I would prefer to not have this happen, I was not offended until a trip to the ice cream parlor on Main St. in MK. Just before park closing on a MVMCP night, I ordered and paid for 5 ice creams. Now I'm standing behind 10- 15 others who have ordered and paid before me. Behind the counter there is a female CM holding two cones and shouting out what they contain and waiting for someone to claim them. Since I'm second to last in the line and could barely understand that she was saying, I'm not thinking it's my order. She then catches my eye and screams out the order and then to me- "Is this your order?" or at least that's what it sounded like. Everyone turns to look at me, and I make my way up to the counter and explain to her perhaps the one chocolate cone is mine. She thrusts it at me and walks away. Now I'm figuring she's gathering the rest of my order, but apparently not. I ask Jose who's also behind the counter and while he's very nice, he cannot help either. He's not understanding what I'm saying, and he can't read the receipt I'm showing him and match it up with the now melting ice cream cones, cups, sundeas, etc that are on the counter. I'm understaning his apologies, but little else. He does understand that I'm very upset with the girl and her attitude. A manager over-hears me complaining to him and she proceeds to have my order completed personally. As she's handing me the last item, here comes "Miss I speak little English, but have a Big Attitude" with a hot fudge sundea that I did not order. When I tell her my order was completed and by the way, I did not even order that, she proceeds to argue with me that I did order it. I just looked at the manager, smiled and thanked her; but not before I let her know how offended I was to be treated in that way by a cast member. I also told her that thankfully it was the first time in our 20 trips that it had ever happened. I mean we've had experience with a couple of less than helpful or happy CMs but never with someone so ugly and it wasn't a bad mood on her part because she was laughing during part of my wait. I'm not usually a letter-writer but I'm thinking of doing it this time because I'm wondering if this is where the "world" is heading. Sorry to be so long-winded, but I would appreciate confirmation of our experience and your own or perhaps we were just in the wrong place at the wrong time on several occassions. J.

 

[Luv2Roam]

Very common.

 

[Val]

We had a similar problem at HISA last July- only it involved trying to get access to the closed captioning system for my DD9 who is HOH- ended up being a completely embarrassing mess for her. first CM kept telling us the wrong information on where to stand, and pretended (or really couldn't) understand what we were asking. A second CM attempted to seat us AFTER the audience was seated for the show, and began asking people to stand up and move for the deaf girl, etc. My DD became very upset and we just left without seeing the show (the other members of our family were already seated in the regular area). I demanded to speak to a manager and it took about an hour for the manager to get to us and DD was hysterical. By then I was REALLY steamed! Did get good resolution that appropriate training regarding ADA regulations and appropriate handling of individuals with disabilities would be redone for the involved castmembers, and my DD received a nice gift from Mickey (she was sobbing that Disney hated her and wanted her to go home....she couldn't understand why WDW CMs hated her)....

 

[Joanna71985]

We had a similar problem at HISA last July- only it involved trying to get access to the closed captioning system for my DD9 who is HOH- ended up being a completely embarrassing mess for her. first CM kept telling us the wrong information on where to stand, and pretended (or really couldn't) understand what we were asking. A second CM attempted to seat us AFTER the audience was seated for the show, and began asking people to stand up and move for the deaf girl, etc. My DD became very upset and we just left without seeing the show (the other members of our family were already seated in the regular area). I demanded to speak to a manager and it took about an hour for the manager to get to us and DD was hysterical. By then I was REALLY steamed! Did get good resolution that appropriate training regarding ADA regulations and appropriate handling of individuals with disabilities would be redone for the involved castmembers, and my DD received a nice gift from Mickey (she was sobbing that Disney hated her and wanted her to go home....she couldn't understand why WDW CMs hated her)....

Oh my goodness, that is horrible. I am so sorry that someone would treat her that way.

 

[TaraPA]

YES we noticed this too all over the hotel & parks. Very frustrating. We could not understand one word of the story telling at Arusha Fire Pit at AKL, and at various times, in various parks, we could not understand the CMs calling our name for our ADRS. I used my 1st name - Tara - so by the 3rd or 4th day we knew to respond to anything like "Tara - Party of 4" - such as "Tada Pah A Fah" or "Gava Pah av Fav." It was really emabrrassing at some points. We also did notice the absolute lack of manners of some CMs - we overheard many (mostly younger ones) discussing personal things while waiting on us - everything from boyfriends to haircuts - and one CM did not speak one word to me or even look at me when I got my son an ice cream bar at MK. Not a hello or a thank you - I heard myself thanking HER as I got my change & wondered why I was thanking HER when she didn't even look up at me. It seemed like we were bothering some CMs by being there, and many had an attitude. This was the 1st trip we've noticved this, and one of the reasons we are not rushing back to Disney. It's a real shame.

 

[Poohbear123]

This is what I put up with here in Miami ALL the time.

 

[NC State]

I had this same problem when I had visited the Wal-Mart near WDW. I even had to call them when I got home because they left a CD out of my photo order. I waited on line for 25 mins before someone answered in English. I gave them so much of what I thought about them, if they did find my missing CD they wouldn't give it back to me! Boy, it felt good to get it off my chest!

 

[Chuck S]

Like the OP, we've had some language problems over the years of trips we've taken...and all of them worked out OK, part of it is my Mom is hard of hearing, so I have to repeat much of what is said to her, without the heavy accent. I have to say that this last trip we had ordered hot fudge sundaes at the MK ice cream parlor (the counter service one, not the Plaza restaurant) and saw some attitude from the folks preparing the ice cream. Fortunately, the attitude wasn't directed at us, but seemed to be directed at other CMs. Very strange. Someone needs some re-training. The service CMs seemed disorganized.

 

[disneyaggie]

Sounds like some of you should contact Guest Relations. They need to know about this. Perhaps they can assist in further educating the CMS and suggesting they grasp the English language a bit stronger.

 

[Mickiethepooh]

it is good that Disney World, which attracts guests from all over the world should have bi-lingual or multi lingual, but a full command and understanding of English should be the first requirement.

 

[Luv Bunnies]

We also did notice the absolute lack of manners of some CMs - we overheard many (mostly younger ones) discussing personal things while waiting on us - .

You know, I noticed this very same thing last week. Two CMs at Epcot were complaining about the person who schedules their work hours. They were talking very loudly as I stood nearby. I said something like, "Having problems with the Mouse, huh?" They proceeded to tell me it wasn't the Mouse, it was the dork he hired to do their scheduling. This new guy doesn't listen to requests for time off, blah, blah, etc, etc....I couldn't believe what I was hearing! It's one thing to talk amongst themselves but to lay it all out to a guest? Whew! I also noticed many CMs talking to each other, yelling across queues to each other, etc. Twice, I walked up to a counter and the CMs had to finish their personal conversation before asking if they could help me. One guy in a shop in Norway was so involved flirting with his co-worker that he couldn't do anything right. I asked for 1 chocolate cookie and 3 peanut butter cups. He reached for a vanilla cookie and peanut butter clusters. I repeated what I wanted about 3 times before he finally figured it out. I was being very nice and his head was just somewhere else. I would consider this poor behavior by an employee anywhere, but I thought Disney had higher standards?

 

[hismattjesty]

Thankfully, I have never had this problem in WDW over 15 trips. Now, DISNEYLAND on the other hand is a different story. I would say 70% or better of the CM's do not speak English as their primary language on a daily basis. I am guessing that this is strategic hiring on Disney's part though, as a large portion of the guests do not speak English as their primary language, and 90% or better of the parks annual attendance are annual passholders.

 

[MickeyNicki]

That is not just at WDW, that is everywhere you go.

 

[NC State]

That is not just at WDW, that is everywhere you go.

You got that right!

 

[OctDisney]

I have also noticed it and not only in Disney World.
Of course, I have never experienced anything that some of the replies have experienced.
Unfortunately, it will only get worse and in some parts of the country, it will be Spanish first and then English. In fact, the language barrier (Spanish vs. English) will eventually split this country in 30-40 years. It already has in some pockets of this country.

As for Disney, with the expansion of parks, resorts and restaurants coupled with the low unemployment, it is hard to get good people. When Disney was smaller, it was easy to be more selective on who is hired. Remember, Orlando is now more than just Disney and according to most people, Disney does not pay as well. Also, people in general are different nowadays and the days of being courteous are gradually coming to an end.

As long as the economy is good and attendance is up, Disney will not do much.

 

[SnackyStacky]

I'm not surprised. I think that Disney's expansions in the Orlando area outpaced the supply of labor. If you drive by the casting center on I-4, there's permanently a NOW HIRING sign.

Disney can't afford to be choosy anymore because if they DO begin getting too selective, they won't have people to work.

All the more incentive for us Disney Dweebs to move to Orlando and start working for the mouse.

 

[Lucky82061]

Thus is the trend everywhere lately... Sad that it is starting to happen at WDW but unfortunately they aren't exempt from the things everyone else is going through... I mean.. really.. ever try calling a Tech support line?

Luckily I haven't had any rude CMs during my trips and hope that I don't run into any in the future.. but it's probably inevitable at some point.. just won't let it get to me.. that's all.. (atleast that's what I keep telling myself )

 

[C.Ann]

The only language barriers we encountered were with Mousekeeping at Pop (the maids we had couldn't speak, read, or write in English) and a few of the counter service people in the Food Court..

There was no rudeness involved - they just couldn'tunderstand what was being said - or asked for..

 

[Mystry62]

We experienced the language barrier on our last trip. We went on the Jungle Cruise in MK and the girl driving the boat had a very heavy oriental accent. She was nice and very into doing her job, but it was REALLY hard to understand her and some of the jokes just went right over everyone's heads b/c they couldn't understand her. When we got off the boat, but DH wanted to go again and ride a different boat so that he could actually understand what was going on. I felt kinda bad for our boat driver, but being a JC captain was probably not the best role for casting to put her in.