New Restrictions to GAC - Our Experience

[Cheshire Figment]

If you are having a problem in obtaining a GAC at any Guest Relations location, especially if the CM at the desk seems clueless or is giving you a hard time, immediately ask to speak to a Coordinator or Manager. You will find they will be able to resolve your problem.

The Coordinator (formerly known as "lead") will be in costume just as the CM. However, this person will have had years of experience and will know the rules (and when to make exceptions, if needed).

A manager will not be in costume, but very neatly dressed. This will be a salaried person rather than hourly. With lots of authority. I know from personal experience (since I am on a Guest Relations team) that before they put a person in as a manager in Guest Relations they will have done management duty in at least one other location and really be familiar with policies.

Additionally, the Coordinator or Manager will be able to later have a discussion with the CM so they will be able to give better Guest Service in the future.

And unfortunately, at the four major parks Guest Relations is a specific team and they will put new hires and college program people there. At the water parks to work GR you first have to have had experience at the turnstiles, then ticket trained and experienced, and finally Guest Relations trained.

 

[kaytieeldr]

Hi, I am the OP on this thread and the CM at Epcot asked DH "why" DS needed the GAC. DH tried to explain about autism and waiting in long lines and melt-downs and the CM basically said DS needs to learn to wait "like everyone else". Clueless.

Take me with you next time My response would have been to (gently) 'thwack' myself on the forehead and reply, "Of course! I knew there was a cure for autism - thanks! In the meantime, I'd like to see a Lead".

 

[KathyRN137]

Take me with you next time My response would have been to (gently) 'thwack' myself on the forehead and reply, "Of course! I knew there was a cure for autism - thanks! In the meantime, I'd like to see a Lead".

Sad, but true! I would ask for a manager, too. After four visits to WDW using the GAC for our autistic son, I probably know more about it than some of the newer CMs.

Kathy

 

[Belle1962]

"However, rides without FP, like PotC, had lines of 25 minutes or longer and when we went to the alternate entrance, we were told "only for guests in wheelchairs". DS nearly melted down in that queue, complaining, there are "101 people here today".

Been there, done that:

Did you se my notes from our Feb trip? Safari procedure: Normally we ride the fastpass lane all the way up to the loading area (dock). This trip we were pulled off and sent to a waiting area outside the exit. There were TONS of ecv, wheelchairs and people in casts waiting. DGS had a major meltdown as he is not accustomd to this procedure and kept insisting we did it wrong!!!! I even took him back to the CM at the Fastpass entrance who told him the wait was only five minutes--DGS YELLED at him that there were too many people for it to only be five minutes and that we were waiting in the "wrong area".[/B]

 

[Vemnox]

I think many of you are underestimating the amount of judgement places in the GAC-issuer's hands. They constantly have to judge who needs what and why and at the same time look out for abusers.
The whole system needs to be reworked, imho.

 

[Disneylvr]

I think many of you are underestimating the amount of judgement places in the GAC-issuer's hands. They constantly have to judge who needs what and why and at the same time look out for abusers.
The whole system needs to be reworked, imho.

Which is why so many of us come armed with a doctor's note or our diagnosis but the CM's don't want to or aren't allowed to see them. I do think the CM's are requiring that the child be present at the time a GAC is requested. In my case our daughter "looks" like a typical 4 year old but her autism becomes noticable when her stimming behaviors begin. But not every disablility, even in the autism spectrum, is going to be apparent to the CM's. If they won't read a doctor's note, how are parents supposed to prove the need for a GAC? And remember GAC's not only benefit the family with the disability but the other guests waiting in line at the attractions as well.

As a family we have chosen to vacation in 2 places; Branson, MO/Silver Dollar City and in Walt Disney World because they are both so accomodating to our daughter's special needs and we can enjoy a vacation together. If there are going to be new restrictions to GAC's because of potential abuse by the non-disabled then we may have to sadly look for new vacation destinations.

 

[Cheshire Figment]

If they won't read a doctor's note, how are parents supposed to prove the need for a GAC?

They cannot make you "prove" your need. The law requires they accept your statement of need.

This is why I suggest, if a problem, that you ask for a coordinator or manager. Also, as another poster mentioned about problems at Epcot, often they have people who are not only new, but also part of the International Program and are not aware, as people in the US are, of ADA and some of its requirements.

 

[Disneylvr]

They cannot make you "prove" your need. The law requires they accept your statement of need.

I realize that. My above statement was only in response to Vemnox about CM's having to make difficult judgements and that the "whole system needs to be reworked." I am not trying to debate the issue, I am just concerned about a system that seems to be working for special needs inidividuals and now there is talk about it being altered.

 

[Hook's Girl]

Clueless. Next time DH wants to get our GAC at MK because the CMs there seem to understand better.

All Guest Relations Cast Members have the same training on GACs. Please don't think that all Epcot GR Cast Members are clueless. (Yes, taking that statement personally)

 

[Hook's Girl]

If you are having a problem in obtaining a GAC at any Guest Relations location, especially if the CM at the desk seems clueless or is giving you a hard time, immediately ask to speak to a Coordinator or Manager. You will find they will be able to resolve your problem.

The Coordinator (formerly known as "lead") will be in costume just as the CM. However, this person will have had years of experience and will know the rules (and when to make exceptions, if needed).

A manager will not be in costume, but very neatly dressed. This will be a salaried person rather than hourly. With lots of authority. I know from personal experience (since I am on a Guest Relations team) that before they put a person in as a manager in Guest Relations they will have done management duty in at least one other location and really be familiar with policies.

Additionally, the Coordinator or Manager will be able to later have a discussion with the CM so they will be able to give better Guest Service in the future.

And unfortunately, at the four major parks Guest Relations is a specific team and they will put new hires and college program people there. At the water parks to work GR you first have to have had experience at the turnstiles, then ticket trained and experienced, and finally Guest Relations trained.

Just fyi there is no coordinator position for Guest Relations. And Guest Relations will NEVER have college program or new hires. You must have prior experience with the company, go through an extensive audition process and then lengthy training of top of that. I'd say it's one of the more competitive positions at Walt Disney World.

 

[Talking Hands]

Chesire Figment is current not former. I have often encountered CM who were "Earning Their Ears" at Guest Relations. I have also met many GR CMs who are clueless about the equipment for the Deaf and Hard of Hearing to the point that it is totally frustrating getting a proper and working ALD.

 

[livndisney]

Just fyi there is no coordinator position for Guest Relations. And Guest Relations will NEVER have college program or new hires. You must have prior experience with the company, go through an extensive audition process and then lengthy training of top of that. I'd say it's one of the more competitive positions at Walt Disney World.

I don't know about all that, but I do know the CM I spoke with yesterday at EPCOT had on an "earning my ears" ribbon. It was clear she had no idea what she was doing.

 

[Gabrielsbigtrip]

We were there May 4th through the 13th. My 5 year old son has high functioning Autism. I didn't get our GAC until our third day. We got it at the Magic Kingdom and it wasn't a problem at all. I told them my son has Autism and that he can't wait for long periods of time. I also told them that we had found out how poorly he was reacting to how loud everything was. The man that helped me was very nice.

I think it just depends on the CM with each experience.

I was very happy with my son's waiting. The lines weren't very long but we only used the GAC about 6 times the whole trip. He was a very good boy!

Sorry, you had a bad experience with it.

 

[DisneyDreams4P&B]

We are headed down to Disney in 5 days and we will be traveling with Autistic DS7 and SID DS4. I know some parents hate the idea of carrying a doctor's note but I had our neurologist write one for us and I had it lamanated and put it in front of every person I can because I figure if they take 2 seconds to read it, it might save the next poor ASD parent/child some grief when they get it from an uninformed person.

It reads...

Date

RE: "Jack Sparrow"

To whom it may concern:

"Jack Sparrow" is a seven year old who is followed by me at Child Neurology Associates. He has a diagnosis of autism.

He displays repetitive self stimulatory behavior, poor self control and diminished ability to communicate. Currently he is on medication ******. It should be noted that " Jack " has significant difficulty in large crowded areas and waiting in lines. This should be avoided and appropriate accomodations made given the diagnosis.

Please do not hesitate to call if you have any questions.

Sincerely,

Wonderful Doctor, M.D. and a billion other impressive letters behind her name.


Yes it might be a little wordy for the lay person but it states where his problems are and even though my word should be good enough I do realize that there are people out there who spend more time trying to cheat the system than what it would take them to just go through like a "typical" person (sad isn't it). Having the doctor confirm what his issues are gives me a little more "street cred" when I am trying to explain to someone who first off complements me on my "aRtistic son" (I must have walls filled with paintings) and then has that blank look on their face and they think that kids with autism have the same issues as those dealing with mental issues, or simply don't know or understand. (I just loved that confused look when you get into the "neurological not mental" speech.)

It always helps to remind castmembers that patience while a virture that everyone should learn is a concept that autistic children simply do not understand. I always say "I will ask my child to wait..when you ask a quadraplegic to stand...". Please don't get me wrong, we encourage both children to try and be patient and continue to work with them on it but my oldest son is just not capable of it as much as Disney and the outside world demand of him.

 

[Hook's Girl]

I don't know about all that, but I do know the CM I spoke with yesterday at EPCOT had on an "earning my ears" ribbon. It was clear she had no idea what she was doing.

I am sorry to hear you had a bad experience though! Our cast members are always learning, and Guest Services or Guest Relations CMs do come from other locations. Whenever you begin at a new location, even if you have been here for years you are "Earning your Ears." But thank you so much for being patient, and again sorry again for any problems!

 

[Nik's Mom]

I have a question and if you don't feel comfortable posting here, please pm me. Our gac says "wording removed by moderator". Does this mean we go to the fast pass line? I never know what to do. I've had a cm bring us through the fp line a couple of times, but I'm always embarassed to ask because I'm not sure if that's what we are supposed to do.

To those of you who have had insensitive cm's, I feel your pain. This happened on our first trip with our son. I almost walked away crying.

 

[HarbinsMom]

I use a cane to walk and have for about 20 years now. I'm only in my 40's but have a debilitating arthritis. We went to DLR in 1998. After being there for a day or so, a CM walked up to me and explained to me that since I use a cane, I qualify to go in the alternate entrance for most rides, etc. I know things have changed at the DLR over the years, but have only had trouble once or twice obtaining a GAC. The first time we went back to WDW after 5 years of DLR trips I went to the AK. The CM there was the rudest I have ever encountered. I brought my GAC from the DLR to show her, but she couldn't have cared less. I waited until I got to the MK to get mine. We leave on Friday to go to WDW and my stomach is in knots over this. I am recovering from my 2nd knee surgery since January and I am not walking well at all. Just put down the crutches Saturday and am back to my cane but it's not enough. The only way I can do this trip per my doctor and physical therapist is to use a chair. I think we've decided not to go to the MK until Monday, but I don't know what to do. I just don't want a hassle about this. We always FP everything we can and if the wait isn't too long, we wait. I'm just getting anxious about this.

 

[MEM]

I think we've decided not to go to the MK until Monday, but I don't know what to do. I just don't want a hassle about this. We always FP everything we can and if the wait isn't too long, we wait. I'm just getting anxious about this.

As the OP of this thread, I want to apologize for causing anyone any anxiety about getting and using the GAC. I am really trying to prepare people.

When we go back in August, I am going to take Cheshire Figment's advice about speaking to a coordinator or manager, if the CM seems not to know the drill. We also plan to get our GAC at MK - even though the CM usually feels he has the right to "remind" us not to abuse. It seems to be the same guy each time we are there - I recall he's from St. Cloud, MN.

 

[HarbinsMom]

I'm always this way. I get worried that the CM's are going to be rude, so I don't use it when I need to sometimes. I just worry. I want everything to be perfect.

 

[MEM]

All Guest Relations Cast Members have the same training on GACs. Please don't think that all Epcot GR Cast Members are clueless. (Yes, taking that statement personally)

I only meant the one person we dealt with that day was clueless. I did not say or mean anything to the contrary. I don't think I could work in GR -- while we were there the CM was interrupted during a ticket purchase by a woman who needed a safety pin because the strap on her handbag broke! I ask you, is that an emergency that cannot wait your turn? Sheesh!

The French CM may have had the same training as everyone else but either he did not understand or he felt he had the right to interpret what our son needed, even though we had saved our expired GAC from a previous visit to show him.