Manager of Walt Disney World

[DutchsMommy]

For those that live in the States - do you often use debit card? In Canada ALOT of people use debit card for purchases large and small, which cuts down on the amount of cash you need to carry. I hardly ever have more than $10 on me in cash because I buy pretty much everything using my debit card. It's the same card that I use in ATMs to get $$, I use the same PIN, and it gets taken directly out of my bank acct. When I have been in the States it doesn't seem like debit card is used that much, and I always find that strange because it is so convenient. aw:

 

[wilderness01]

I am sorry this happened to you. I recently lost $20 (I know not the same but still frustrating) at the movie theater. I went back to the counter 5 minutes later to purchase something and the $ I went to take out of my pocket was gone. My daughter said she saw me drop the $20, said something to me but didn't pick it up and didn't see me pick it up. She then got the long lecture of common sense from me. How on earth could she see me drop $ and not pick it up for me! Anyway there are security cameras everywhere and I had the owner view the tape. He could see where there was an article dropped and right by me. He believed my story and gave me my $20 back. I was shocked! I go to this theater all the time, but he still didn't have to do that. No he wasn't in the building at the time so I don't think it was him that did it. He didn't let me see the end of the tape to see who really did pick it up but I didn't care really. He could handle that if it was his employee.

Our stroller was stolen in the MK when evening. I went to City Hall after being jerked around by the CM's at the ride and this young girl was so flip about it I was mad. She said and I'm quoting "there are 100,000 people who walk through these gates daily. We can't be responsible for all of their behavior". I was livid. I hadn't misplaced my stroller, it was stolen. There were 2 CM's at the ride who were supposed to be watching the area instead of goofing around. It was frustrating so I can relate to your comment about "lack of caring". I always try to treat people like I like to be treated. This wasn't the case. This girl gave me a voucher for the rest of the night, the whole 2 hours left until park closing, and then told me "I could either rent a stroller for the next 12 days or go buy one. It wasn't Disney's responsibility". I have read from other people that their stroller was stolen and they received a voucher for the rest of their trip. My point is that although it wasn't Disney's fault, this young CM was so uncaring with such a rough attitude that this certainly was not what I was expecting to experience at the "Happiest Place on Earth". Sorry for the rant, I just have a little feeling of how you felt and it isn't very nice. Good luck to you with your letter writing.

 

[jw50]

Um, I think I learned it in KINDERGARTEN - "If you have nothing nice to say, don't say anything at all."

To everyone else, thank you for your kind words and sympathy. I wasn't able to get back to Epcot to check myself because a torrential thunder storm hit the area just as we got to AKL for dinner - and I didn't check for the wallet until I got to AKL. If I had checked before we left, I would have gone back and retraced my steps. I do not want any type of compensation from Al Weiss. I was simply following a suggestion by a CM after speaking with her and explaining the situation. She was just as upset as I was over the lack of service in regards to the situation. So she mentioned his name and said that he does read his mail and this is something that would concern him. I'm not looking for freebies or special treatment. I just hope that if someone else finds themselves in my shoes that they are treated with a lot more courtesy and kindness. Period. End of story.

Personally I think the OP should follow her own advice. Unless one of the CMs failed to do their job properly there is no justification for complaining to their boss that they did not go sufficiently (at least in the OPs mind) above and beyond their job. I assume she is going to complain about the CM that suggested she write to the boss since the OP said in her first post that NO CM was helpful.

I am also sure that if the positions were reversed the OP would have been more than willing to run out in a "torrential thunder storm" to look for a wallet for someone who could not be bothered to go look for themselves.

I am sure that the boss will write her a nice response telling her how sorry he is that she did not receive the level of service and sympathy that she feels she is entitled to, I have no doubt that he has a form letter for people who just like to complain

 

[princesstommi]

To the OP:
I'm sorry you lost your wallet. And I'm sorry you feel that the CMs weren't helpful. I can imagine how stressful it would be realizing you lost your wallet when you are on the other side of the World. But, from my experience, they did exactly what they are supposed to do. Many many many things get lost every day around the World. From very important things (medical, cash, IDs, CCs) to less valuable things that are still important to the people they belong to (hats, shirts, etc). There is an established procedure for everything.

(Keep in mind, this is all from about 5 years ago.) Had your wallet been found and turned in to a CM, it would have been immediately walked to Epcot Lost & Found, logged, and locked up. At the end of the day, everything from the parks goes to Central Lost and Found. The only thing CMs can do for the owner of an item is to fill out the thing you filled out, log it. Hopefully, it matches up quickly with an item turned in.

If a guest picked up the wallet, well, nothing can be done then. It stinks.

Also, if someone turns in cash (and it does happen occasionally), it is logged, and the finder can put down their information. If no one claims the cash in X period of time (don't remember how long), it can go to the finder. Same thing with other items. A friend of mine had put his contact info down for a camera he found, and got a call a few months later asking if he wanted to claim it because its owner never did.

Some of the weirdest things pop up in L&F. In my short time working at MGM, I saw high dollar camcorders, essential medicines (diabetes and heart meds for example), strange items of clothing (one random boot). The strangest happened to be someone's dentures! I still don't understand how someone didn't miss them for hours.

 

[unixadm]

Personally I think the OP should follow her own advice. Unless one of the CMs failed to do their job properly there is no justification for complaining to their boss that they did not go sufficiently (at least in the OPs mind) above and beyond their job. I assume she is going to complain about the CM that suggested she write to the boss since the OP said in her first post that NO CM was helpful.

I am also sure that if the positions were reversed the OP would have been more than willing to run out in a "torrential thunder storm" to look for a wallet for someone who could not be bothered to go look for themselves.

Did you read the thread???? She lost the wallet while changing her kids in a bathroom in Epcot. They then left the park and went over to AKL for dinner. She was no longer in the park and it would have taken a while to get back, not to mention missing her dinner reservations, etc.

I definitely think that a CM should have been able to run over to the bathroom, check for her, and either contact the AKL restaurant, or even her cell phone to tell her if they have found it or not.

I wouldn't expect this kind of service from most places, but I would from the Disney I have always known. They aren't called employees and ARE called Cast Members for a reason. We aren't called customers, but ARE called Guests for a reason. Disney has advertised and prided itself in treating their "Guests" as family and friends......If a family member or friend called you and asked you to run over to a bathroom near you and check if their wallet was there, I think you would do it.

I agree that a letter will probably not do much, but hey, if no one wrote letters, then upper management would think that everyone was happy, which is not a good thing. If they realize there are places for improvement in Customer Service, then they can do something about it.


scanne....sorry for your troubles, and not so satisfactory assistance from Disney CMs. At least you were able to cancel the cards, and get on the plane with little problem and had no fraudulent activity on your cards that you would have to deal with later.

What I do is have a wallet, and a travel portfolio. Most of my cards and stuff go into the travel portfolio and go into the safe of the room, or locked in my luggage in the room. My debit card from my main account gets locked away. I have a secondary account with a debit card that I only put money in for a vacation. My wallet has that debit card, 1 credit card and my license. My wife has her regular debit card as well. If I lose it or it gets stolen, I still have access to my main bank account debit card, other credit cards and other id.

 

[undertheradar]

So......

A CM should have been sent to search in a storm while the OP enjoyed dinner at AKL. While I understand the OP lost her wallet and had to file a report and all, was it WDW's fault that she was there and had the opportunity to lose the wallet? Come on, mistakes are made everyday. The wallet was lost and apparently NOT turned in to Lost and Found. Lesson learned: slow down, check bathroom area BEFORE exiting park. It sounds as if the OP was rushing and could/should have slowed down to reduce the risk of loss. 30 seconds spent checking the surroundings could have prevented this problem.

 

[undertheradar]

With regards to carrying less on you. Be sure to carry insurance cards, you never know when an emergency will occur.

 

[ryanmilla]

Scanne,
First off, I'm sorry to hear you lost your wallet. Never a fun addition to a vacation.

But what I really wanted to write is that in case you haven't already, I would immediately, call the credit agencies and put a fraud alert on your credit. It takes 5 minutes and can save you lots of time and money in the event you were a victim of identity theft. Let me tell you do not want to be. Even if you get things cleared up with banks and all it could take YEARS to repair your credit. Even if you have stellar credit to begin with.

All you have to do is call one of the agencies, Experian, Trans Union, or....I forget the other one and tell them you want to put a fraud alert on your credit. They will pass it on to the other agencies as well. It will last 90 days and all that happens is that whenever you apply for some kind of credit, be it a mortgage, car loan, or even a new Sears card, they will ask to see ID and you will have to talk to a credit personal. Just to ensure you are you.

If you google one of the agencies you can find their 1-800 number.

Again, sorry about losing your wallet, but PLEASE call the agencies!

 

[scanne]

ryanmilla,

Thank you for the advice about fraud alert. I'm going to look into that right now.

To other posters,

I held up my end of things with looking for the wallet. I called the necessary people, went back and checked myself, checked lost and found, filed reports and cancelled my cc's. What I wanted was the customer service Disney is famous for. I was standing in the AKL crying hysterically and the CM's I dealt with seemed oblivious that I was that shaken up. I think many of you are quite rude and believe I'm looking for freebies or hand outs from Disney. I only want decent customer service, nothing more. So keep your RUDE comments to yourself.

And would a moderator please close this thread? I don't need bashing anymore. Thank you.

Scanne