Reflective Captioning Disaster

[Val]

We are currently at WDW and have successfully used the reflective captioning for my DD8 who is hard of hearing...until today at Epcot's Honey I shrunk the audience. We showed our GAC card and requested reflective captioning when we met the first CM at the umbrella at the bottom of the ramp, he said they would deal with us later, just get in the regular fastpass line since we had fastpasses. Got to the second CM inside who was taking wheelchairs, showed her the card...she said to show the individual inside taking tickets. The individual taking the fast passes and making the announcement about the goggles was VERY English challenged. We showed him the GAC card and again made our request known. He kept saying later, later.....just wait. The rest of the family went into the show, and we waited like we were told. Everyone else was seated, included wheel chairs. I again asked about us.....a 4th CM then led us past the wheelchairs in the back, grabbed the reflective captioning thingy, and walked down the left hand aisle while loudly asking (okay, yelling) for 2 people to stand up and give up their seats for the "deaf girl". My DD burst into tears, and I immediately walked out.....

....gets bettter. We asked to see the mangager- took us 1/2 hour to get someone to talk to us. Got a, gee, sorry, our CM must have not understood what to do (1 CM I might go for, but 4 in row?)....."Amy" then offered us a fastpass and a chance to get in the line again to see the show. No real apology or anything...never asked our name or apologized to my daughter. Said she had several crises going on and had to run....told us to make a report at guest services....so we went to guest services at the international gateway. Nice Italian CM who also had quite broken English (this becomes important). When I wanted to file a report she just kept handing us different GAC cards, even after I showed her that we already HAD one....gave up, went back to BWV and filed the report there. Manager at BWV was VERY understanding and compassionate. Said she would get back to us about ensuring that staff had proper training.

All we wanted was a sincere apology and some assurance that CM's would be briefed on what reflective captioning was....seems the left hand doesn't know what the right hand was doing, at least today. DD kept asking if they were mad at her because she couldn't hear very well, and what had she done wrong. Broke my heart. Do plan on writing a follow-up letter.....don't want money, etc.....want some REAL disability training for staff. In general, am finding lots of disney happy but untrained CM's....great attitude but lack of knowledge. That is managements fault, and not the individual employees. Seems like there are lots of foreign CMs (which is cool for meeting different people from different places), but their understanding of English is overall not that good- a problem when dealing with disabilty concerns.

Other than that, reflective captioning has been a God-send. CM's in MK, AK, MGM and even in France have been exceptional. Crowds are not too bad for July, weather is a little wet but tolerable, and we are having a great time!

 

[scroot]

What a bummer. I hate it when stuff like that happens.

I feel Disney has dropped the ball in training CMs. It started when they shaved down the traditions training to pinch pennies. It seems like sometimes they have gone from "exceding expectations" to whatever we can get by with.

Here's wishing you satisfaction in your complaining.

 

[zumbergc]

Sorry for your bad experience. We had a bad experience and when we got back we emailed disney. I don't remember where we emailed, I'm sure someone else can chime in with the address.

Well, about 2-3 months after the trip we got a call, and an apology, about what had happened. Kind of a shame that it took that long, but it was better than nothing. We weren't looking for anything, just want the staff to be adequately trained, and keep everyone safe.

Connie

 

[Cheshire Figment]

Val - Here's what I would do.

First, take your original post, and paste it into your word processor and add to it if necessary. Make sure you indicate the exact date and time, and any names (especially the manager's) that you may recall.

Send it, as a letter, to:

WDW Guest Communications
PO Box 10,000
Lake Buena Vista, FL 32830-1000

Everything sent there (compliment or complaint) does get read by a special (and experienced) team and then gets passed down (through management channels) to the manager directly above the incident level. Some items do go to very upper level management also. Detailed letters of this sort are taken vary seriously.

It would not hurt to give both your telephone number and email address with the letter. There would be a strong possibility that you will be contacted and offerred something special for your next trip.

 

[welovedis]

I'm so sorry that you had such a bad experience. Occasionally DH runs into a problem, mostly because of cruel tourists who don't understand why he needs to sit in a particular part of row, but once in a while it is because of the CM at the attraction.


Sounds like you're doing the right thing in contacting WDW to let them know.

I'm curious about using the GAC-- is there another reason you needed that besides her hearing issue? I've not heard of one being issued for someone who is deaf or hard of hearing, that's why I'm asking.

 

[SueM in MN]

I'm curious about using the GAC-- is there another reason you needed that besides her hearing issue? I've not heard of one being issued for someone who is deaf or hard of hearing, that's why I'm asking.

That's one of those situations where some people say the GAC helped and others found it better to just explain what they needed (which may not have helped in this case since the CMs seem to have been lacking in English language skills).

I know in the past from CMs that the Traditions classes were where new CMs found out things like this - then all they had to do was get specific information about how to apply what they had learned to their assignment. i kn ow they used to have CMs simulate different disabilities so that they would get a better idea of what it was like to have one. I don't think they are doing that any more (but, don't know for sure).

 

[Nanajo1]

....gave up, went back to BWV and filed the report there. Manager at BWV was VERY understanding and compassionate. Said she would get back to us about ensuring that staff had proper training.

Sorry for the bad experience. Training does seem to be the issue.
If you spoke with Laurie Hammond at BWV you should get some results. She is very effective and professional. Laurie resolved some issues for us in 2004 and she still speaks to us when we see her around BWV.

 

[welovedis]

That's one of those situations where some people say the GAC helped and others found it better to just explain what they needed (which may not have helped in this case since the CMs seem to have been lacking in English language skills).

I know in the past from CMs that the Traditions classes were where new CMs found out things like this - then all they had to do was get specific information about how to apply what they had learned to their assignment. i kn ow they used to have CMs simulate different disabilities so that they would get a better idea of what it was like to have one. I don't think they are doing that any more (but, don't know for sure).

Thanks for the info Sue. The reason I asked is because DH has never gotten a GAC, we just didn't think it was necessary but have never had an issue with not getting what he needed by telling the CM at the gate. I know with DS' GAC (which we always get but don't usually need to use unless he has a terrible day) the CMs seem to rarely even look at the stamps. One commented to me that he is seeing so many he can't stop to read each & every one. That seems to negate the purpose of the pass to me!

 

[Val]

Resolution- thanks to Talking Hands, I emailed Mark Jones about the situation. Martha White, the manager at the HISA area called me this afternoon after receiving the email from Mr. Jones, and we discussed the issue at length. She was VERY apologetic, and we discussed issues of staff traininig, etc. She still wanted to make things "right" for my DD, so I suggested a postcard from Mickey saying that he was glad that DD visited WDW. Surprise- a few minutes ago some balloons, a stuffed Mickey and a very nice postcard from Mickey and Minnie arrived at our room......my daughter is on cloud nine and is convinced that Mickey heard about the situation and took care of it (who knows- maybe he did).

Hopefully, the TRUE resolution will be better informed and trained staff. That is the resolution I am really after.....for all of us!

Thanks for the support from all of you- it's good to know that "mother bear" coming out to protect her young seemed to help in this situation!!!

 

[Talking Hands]

Val I'm glad that Mark was able to help with the situation. He is extremely knowledgible about deaf issues and deaf culture from personal experience.

 

[Nanajo1]

I think it is great that it got resolved before you left. Your DD must be thrilled with the gifts from Mickey and Minnie. I hope it makes up for the disaster at HISA.

 

[SueM in MN]

I think it is great that it got resolved before you left. Your DD must be thrilled with the gifts from Mickey and Minnie. I hope it makes up for the disaster at HISA.

 

[seashoreCM]

Another case of companies hiring into customer service people who don't speak the language.

Or is English excessively difficult because the easy words (like deaf) should not be spoken?

Maybe there should be a checklist of words never to be used with the offensive words listed first and the obscenities further down,

Language barriers during training probably lead to lots of the errors in handling of GAC's. The vast majority of errors result in more favorable treatment to the GAC holder much to the chagrin of others nearby who then form stereotypes. A few result in less favorable treatment to the GAC holder much to his chagrin.

Disney hints:
http://members.aol.com/ajaynejr/disney.htm

I don't use the thesaurus on my word processor. Takes too long.

 

[tacomaranch]

I am so happy Micky and Minnie helped you DD and you! I regret the problems you had and pray the rest of your holiday was worry free.

 

[eeyore45]

So glad you were heard!

I have to add the Honey I shrunk the Audience was where we encountered difficulties in 2004 - but because I knew what we wanted with RC, and I knew where it was, I had dh (who needed it) stand where the CM told him, while dd and I went to get the seats near the 'capture" area... and of course a woman entering the seats had a fit... understandable as she assumed we had "cut" the line....

I also wrote to guest relations asking for the training to be included for the CM's working any and all RC exhibit...

 

[Val]

Back in internet contact again after 5 days at disney's Hilton Head resort....what a great time there. The life guards are SO good with my DD, especially during campfires, etc. B'Lou Crabbe was a dear- as always- he is so full of stories, history and interesting info. We could listen to his stories and music all day long!!!!

Guess it's back to reality on Monday, and time to start thinking about back to school. All in all we had a wonderful trip with few hassles. Probably will be our "last" full family vacation since my oldest is off to college in a few weeks.....wonnderful memories to hold dear as the kids get older.

Thanks again for all the support!!!!

 

[TinkInPink]

no offence but there are alot of Cms from other countries where everything isnt politically correct. Also saying i need those two seats for this deaf girl is a lot quicker than saying i need those seats for this hearing impared girl and it gets the message across a lot quicker in a noisy crowed theater.

 

[Talking Hands]

no offence but there are alot of Cms from other countries where everything isnt politically correct. Also saying i need those two seats for this deaf girl is a lot quicker than saying i need those seats for this hearing impared girl and it gets the message across a lot quicker in a noisy crowed theater.

Frankly doing either is offensive and unacceptible. I'm appalled it happened at all. I've lived in foreign countries and it would not be acceptible in any of the countries I lived in. If there were no seats available the castmember should have quietly asked 2 guests to move not shout it to the whole theatre.
Optimally they should have followed procedure and seated them before letting the rest of the guests in or saved 2 seats for them. The CMs dropped the ball big time.

 

[SueM in MN]

If there were no seats available the castmember should have quietly asked 2 guests to move not shout it to the whole theatre.
Optimally they should have followed procedure and seated them before letting the rest of the guests in or saved 2 seats for them. The CMs dropped the ball big time.

If the seats were not saved before, he should have quietly ask 2 people to move.
If he felt he needed to say it louder to be heard in a noisy theater, he should have NOT said why he needed the seats.

 

[Val]

I wasn't going to respond to this, but in retrospect I think I might, if only as a mother of 2 teens myself.

My daughter is 8. She was terribly hurt that everyone heard that she was the "deaf girl"- she is hard of hearing, but she is also a great swimmer on the swim team, really kind and loving, very good at math and science, is the youngest kid in the family, loves dogs and cats, wants to be a doctor and has great dark brown hair. She is many things, and NOT just a "deaf girl"- in fact, she is a HEARING girl, she just needs glasses for her ears! People in all countries strive for compassion and understanding- that is NOT political correctness, but human kindness. That is the cultural universal

TinkInPink- I know from other threads that you are only 14. I have a 14 yr old daughter myself. I know you think that the CMs were just being "quick", but their actions were very hurtful to my DD. Think of times when people have made fun of you and teased you for the way you looked or for something that you did- how did that feel? Has a school bully ever picked on you? Or a teacher laughed at you when you made a mistake?

Just because you have a disability does not give others the right to humiliate you because of it. Let's use an example- from your own post. You would feel badly if we started labelling you or making judgements about how smart you were because you choose to not spell check your postings- I know it's faster, but maybe I might think it's because you were lazy! I bet you would be hurt if I called you the lazy and dumb poster (I DO NOT by the way think you are lazy or dumb- but a bright and eager young lady who reads many messages and is actively involved on this board)....what if I started calling you Tinkthebadspeller because I thought it described you better than TinkInPink! I bet you would be really really mad at me- and it would be a mean and nasty thing for me to do- so I won't. I pray that you have never been bullied or teased or picked on by a teacher or other kids at school for the way you look or act- but if you have, then maybe you can understand the hurt my daughter felt that day.

If I could give you one word of advice as a mom to a teen, it would be to think about how your post sounds to others before you write, and try to walk around in the individual's shoes to understand how that person feels and might respond to your post. Remember that speediness and shortcuts are not always the best way. Compassion, kindness and doing things the right way will get you a long way in life.

Finally, this is not a reply about being mad at you- rather, I admire your courage and intensity. I have a sneaking suspicion that you will go a long way in life. PLEASE keep posting and please help us all grow and learn. Fourteen is such a cool age- you are so aware of the world, yet at the same time so optimistic and eager about life. Wish I could have half of your zealousness for life! And, don't worry about the spelling on the DIS boards- save that worry for school for the next few years. And thank God for spell checkers!!!!!