Universal's reaction to my complaint

[BonnieA]

Here is a message that I sent to Universal:

I have discussed this previously about scooters not being allowed in the attraction lines. So here is a result: returning to my scooter after walking in an extremely long line to see the fast and furious, I was with a friend and we were not offered a wheelchair and there were none to be seen. By the time I got off I was exhausted and had to walk all the way back to the entrance to get my scooter. I fell where the curb cut met the curb (both painted the same color). I broke my shoulder. Not one employee came to help or even inquire if I needed help and I was sitting on the ground for quite a few minutes. First Aide was useless, my friend drove me to the ER. . Had to have her drive me back home and then purchase an airline ticket so she could get home. I had to have an operation to put rods in the shoulder. I am an annual passholder and I am so disappointed in your park.

I got a message back which mentioned how sorry they were that it happened and they would pass on the info to those in charge. They also gave me a case number and phone number in case I wanted to discuss it further. I ended up calling that number. Quite a discussion but of course no results. I pointed out I was especially disappointed that no employee came to help or even just to inquire as to my condition. I know that in Disney if that had happened there would have been a cast member there before I could blink (experience).

I did find out why they do not allow scooters in their queue lines. It is because the big clunky scooters they rent do not fit. So they punish everyone in a scooter because of that. I suggested getting smaller scooters or making the lines wider. He was going to pass that on (yea sure).
For all my trouble they are giving me 5 fast pass equivalent passes for my next trip.

 

[anonymousegirl]

Oh my goodness, I am sorry that happened to you. If it had been me, I would have had my friend called security for first aid and a ride to the ER. I would have also insisted on an incident report. Sometimes, when met with apathy, you just have to make a stink to get some attention.
I once slipped in some water pooled on the floor (unmarked) near the food court at Pop Century. I went down hard and banged up my knee. While I thought I was okay, I know that problems could surface later, so I insisted on making a report. I did receive a call the next day from a manager, and in the end, I suffered no lasting effects, but it was smart to cover my bases.
Many years ago, my sister fell at a grocery store. She was young and didn't know better, and the management hustled her out of the store after getting her signature absolving them of any liability. She ended up with torn ligaments and a hairline broken wrist. I learned from her experience!

 

[BonnieA]

I did go to first aid. They would have called an ambulance, but it would be on my dime. My friend would have been left out in the cold. We decided she would just drive me. They did help out by giving us brochures of the nearby medi centers and local hospital.

 

[kaytieeldr]

Oh, wow, that all stinks! How are you now?

I know that in Disney if that had happened there would have been a cast member there before I could blink (experience).

Yep. A CM probably would have been there before you hit the ground.

I did find out why they do not allow scooters in their queue lines. It is because the big clunky scooters they rent do not fit. So they punish everyone in a scooter because of that.

In fairness, Disney has queues that prohibit any ECV (Tower of Terror, Pirates, TSMM...

While your suggestions are good, I do understand why neither park is likely to make the changes that seem so reasonable. Making the queues wider would make the lines longer. Universal, unlike Disney, does (or did) rent two sizes. Plus visitors who rent offsite or own their own ECVs also use a variety of sizes. Banning them from the lines treats every user equally. (eta: not fairly, but equally)

 

[chicagoshannon]

Thing is ECV's used to be allowed in the lines or alternate entrance provided. I'm sorry that happened to you.

 

[BonnieA]

Universal, unlike Disney, does (or did) rent two sizes.

They only rent one size. They are with or without sun shade (for an extra $10).

 

[BonnieA]

Thing is ECV's used to be allowed in the lines or alternate entrance provided. I'm sorry that happened to you.

Exactly, I have gone to Universal since it first opened. They used to let the scooters in most of their queues. Sadly each year they took away another line.

 

[Selket]

I think it is one thing to not allow ECV's in the lines but it's definitely frustrating when they are supposed to have wheelchairs to transfer to and they don't. I suppose they are not required to have a WC or make any accommodation for someone with mobility issues but it definitely takes US/IOA off my list of something I'd do in Orlando. After my experience there a few years ago I didn't want to return. (I had rented a park ECV and employees at attractions stated they were supposed to have WC's to transfer to but none had them - I ended up not being able to ride most things and it was harder to stay with the kids I was chaperoning - I had to wait outside the attraction. They were HS kids not little kids btw and I was told to stay with them - of course I would have simply enjoyed being able to ride things)

I also saw their crackerjack emergency response team in action when one of the students I was chaperoning threw up and passed out, hit her head, etc. It was hard to get an employee's attention to even send someone to help and the wait time and so on. I'd hate to see what would happen if someone was having the type of emergency like a heart attack where they needed immediate serious help. It's hard to figure out like -I'm standing here in HP world and if I call an ambulance will they come? what do I do? It's not like you're at a regular address to summon emergency help.

 

[cedricandsophie]

My husband is a personal injury attorney. I hope you kept all your bills and the claim number. You probably don’t live in Florida but if you know a lawyer, I would suggest you have him or her write a strongly worded letter about your experience and your injury and ask for your costs to be reimbursed. While the fall was not technically their fault and there probably was no negligence on their part, there was definitely negligence after the fact when they offered no assistance whatsoever.

 

[SG131]

Here is a message that I sent to Universal:

I have discussed this previously about scooters not being allowed in the attraction lines. So here is a result: returning to my scooter after walking in an extremely long line to see the fast and furious, I was with a friend and we were not offered a wheelchair and there were none to be seen. By the time I got off I was exhausted and had to walk all the way back to the entrance to get my scooter. I fell where the curb cut met the curb (both painted the same color). I broke my shoulder. Not one employee came to help or even inquire if I needed help and I was sitting on the ground for quite a few minutes. First Aide was useless, my friend drove me to the ER. . Had to have her drive me back home and then purchase an airline ticket so she could get home. I had to have an operation to put rods in the shoulder. I am an annual passholder and I am so disappointed in your park.

I got a message back which mentioned how sorry they were that it happened and they would pass on the info to those in charge. They also gave me a case number and phone number in case I wanted to discuss it further. I ended up calling that number. Quite a discussion but of course no results. I pointed out I was especially disappointed that no employee came to help or even just to inquire as to my condition. I know that in Disney if that had happened there would have been a cast member there before I could blink (experience).

I did find out why they do not allow scooters in their queue lines. It is because the big clunky scooters they rent do not fit. So they punish everyone in a scooter because of that. I suggested getting smaller scooters or making the lines wider. He was going to pass that on (yea sure).
For all my trouble they are giving me 5 fast pass equivalent passes for my next trip.

Not that it’s right, but probably won’t say anything that could even kind of be considered admitting wrong doing because they are concerned this will turn into a lawsuit and they are trying to protect themselves.

 

[DisneyOma]

Oh my goodness, I am sorry that happened to you. If it had been me, I would have had my friend called security for first aid and a ride to the ER. I would have also insisted on an incident report. Sometimes, when met with apathy, you just have to make a stink to get some attention.
I once slipped in some water pooled on the floor (unmarked) near the food court at Pop Century. I went down hard and banged up my knee. While I thought I was okay, I know that problems could surface later, so I insisted on making a report. I did receive a call the next day from a manager, and in the end, I suffered no lasting effects, but it was smart to cover my bases.
Many years ago, my sister fell at a grocery store. She was young and didn't know better, and the management hustled her out of the store after getting her signature absolving their of any liability. She needed up with torn ligaments and a hairline broken wrist. I learned from her experience!

Was the water indoors or outdoors?

 

[ttintagel]

OMG that's horrible! I hope your shoulder is mending OK. You're so right about Disney's emergency response; when I fell and broke my foot at POFQ, the CMs and manager could not have been better. And I don't know the specifics of why, but I never received a bill for the ambulance ride to Celebrations Hospital.

 

[kaytieeldr]

While the fall was not technically their fault and there probably was no negligence on their part

I dunno. What about proximate cause - lack of advised wheelchairs forced visitor to walk (much) more than physically comfortable; walking caused fall; fall broke shoulder? No legal ecperience, but I did stay at a Holiday Inn Express once...

 

[anonymousegirl]

Was the water indoors or outdoors?

Indoors

 

[barb969]

I use a scooter in the parks. The first time I went on F & F I did the line but decided never again. The 2nd time I went to the exit with the scooter and explained the problem. The CM at the exit went to check with someone. They let me park the scooter inside near the front of the line. When I exited they had moved it to the exit right near where you get off the ride.

I have also done this on the Mummy. There you park outside in the scooter area and enter through the exit.

 

[BonnieA]

I use a scooter in the parks. The first time I went on F & F I did the line but decided never again. The 2nd time I went to the exit with the scooter and explained the problem. The CM at the exit went to check with someone. They let me park the scooter inside near the front of the line. When I exited they had moved it to the exit right near where you get off the ride.

I have also done this on the Mummy. There you park outside in the scooter area and enter through the exit.

Good to know. No on has ever offered me an alternate entrance or to move my scooter.

 

[barb969]

Good to know. No on has ever offered me an alternate entrance or to move my scooter.

You have to ask and be a little insistent, but polite. They have to accommodate you because of ADA.

 

[keishashadow]

You have to ask and be a little insistent, but polite. They have to accommodate you because of ADA.

True but the accommodation isn’t necessarily what people want.

OP - what a sad story, sorry it turned out so badly for you. I would call again using the case number and ask to speak to a supervisor before proceeding.

Your experience is decidedly not the norm at Universal. Their first aid personnel were very helpful to my family member when they needed them. I personally know of a DISer who was suffering with heat stroke last year but still tried to visit the parks to try to salvage the vacation. She had to be treated and helped out (more than once) by the staff who were very caring.

As for them not having a transport WC at the entrance to F&F...if you asked for a WC the TM would’ve made sure one was provided. I do agree they should strive to always have at least one in reserve per attraction so the wait is not too long.

Rule of thumb at any park - if you aren’t happy with a situation, request to speak to a supervision, on the spot! They have the ability to accelerate things

The park does offer disability accommodations if you don’t have the FOTL/EP pass geared to the individual’s needs. Typically, return times & alternate entrances/stair avoidance, seating for shows, etc.

As for the nasty tumble you took...wow! To get injured and not receive any assistance...well, that is mind-blowIng. Are they saying they didn’t notice you there sprawled on the curb? I am curious though, Did you or your friend approach a nearby TM or bystander to ask for help? You have to be proactive to a certain degree but, in this age of security cameras everywhere, would think the incident would’ve been noticed by their staff and help dispatched.

 

[BonnieA]

True but the accommodation isn’t necessarily what people want.

OP - what a sad story, sorry it turned out so badly for you. I would call again using the case number and ask to speak to a supervisor before proceeding.

Your experience is decidedly not the norm at Universal. Their first aid personnel were very helpful to my family member when they needed them. I personally know of a DISer who was suffering with heat stroke last year but still tried to visit the parks to try to salvage the vacation. She had to be treated and helped out (more than once) by the staff who were very caring.

As for them not having a transport WC at the entrance to F&F...if you asked for a WC the TM would’ve made sure one was provided. I do agree they should strive to always have at least one in reserve per attraction so the wait is not too long.

Rule of thumb at any park - if you aren’t happy with a situation, request to speak to a supervision, on the spot! They have the ability to accelerate things

The park does offer disability accommodations if you don’t have the FOTL/EP pass geared to the individual’s needs. Typically, return times & alternate entrances/stair avoidance, seating for shows, etc.

As for the nasty tumble you took...wow! To get injured and not receive any assistance...well, that is mind-blowIng. Are they saying they didn’t notice you there sprawled on the curb? I am curious though, Did you or your friend approach a nearby TM or bystander to ask for help? You have to be proactive to a certain degree but, in this age of security cameras everywhere, would think the incident would’ve been noticed by their staff and help dispatched.

 

[BonnieA]

A bystander did provide help. I had to sit for awhile to get my bearings. Then a young man helped my friend get me up. Not pretty.