Weird Experience at Disneyland

[TinkerJR]

I am not sure if this is the correct forum, but it really didn't fit the other ones. (If it isn't, please move)

We just returned from Disneyland, although it wasn't our first visit (we are AP holders), I would not consider us veteran Dis-er's either. I am hoping that y'all can give me some guidance on what to do. So, here is the story.....

On Friday, July 11 we were getting ready to leave the park (about 10:30 or 11 pm), and we stopped by Gibson Girl for some ice cream and were going to take our treats over to the tables at Carnation Cafe (they had already closed so we weren't going to be taking a table away from their guests). As DH and DD (I and DS was still at Gibson Girl waiting for our order to be ready) headed over to CC he noticed that some of the chairs had been moved and stacked in font of the gate. There was a guy standing in front of the gate that faces Main Street. He was not wearing a normal Disneyland uniform, but was wearing work pants (dark blue) and a shirt (polo style) with a Disneyland logo embroidered on the front. He had a name tag (DS did not get his name) and was standing guard at the gate and told DH that we were unable to sit at those tables. He was extremely rude to DH and offered no reason as to why.

DH thought something was strange about this, as we have done this in the past without problems. He went to find a table over by the First Aid center and started talking to another CM, at this point the guy in front of CC ran from his spot and then came back. DH went to talk to him again and he stated that he doesn't work for Disneyland, but just helps out. At this point DH noticed that his name-tag was not the white with blue lettering that all of the other CM's were wearing.

After speaking with other CM's and security, we were informed that they are aware of him, he is "special needs annual pass holder" and we shouldn't be worried about it.

Long story, I know, but I wanted to cover all of the main points.

Here are my questions: Where do I go with this? I have always told my kids that if they get separated from us, or have a problem to find a CM and they will help them. Do I now have to give them training on what "real" CM's wear as opposed to the "imposter" CM's? Has Disney started making a habit of letting visitors act as CM's?

Thank you all in advance!

 

[theluckyrabbit]

Contact Guest Services (there is a contact us link on the DL website) and state exactly what you've said here. Be clear about your concerns and about what bothered you (e.g. that the man's disability didn't bother you, but that his behavior could put an unknowing guest/child at risk, etc.). Guest Services is very good about getting back to you. You should receive a response (by phone or email) within a few days.
How old are your kids? We've always told any kids we've taken (ours, friends', church groups, etc.) to go directly to First Aid, City Hall, Info Kiosk, or a specific shop to ask a CM for help. (We've made it a game throughout the day to test if the kids know how to get to the nearest "safe place" to ask for help from wherever we are at the time.) There is little chance someone like the man you mentioned would be allowed to do what he did in those locations. Our kids were able to remember the directions pretty early on (our older one was good with the info at age 4, the younger one was about 6).
Hope this helps.

 

[Dot2Vegas]

I'm sorry that you had this happen! Sounds like an unsettling experience. Definitely write Guess Services. I don't know what they can do but it is good for them to know. I do not know if representing yourself as a CM or "impersonating" one is allowed. Maybe the CM in the area let this man do this to be nice and they are unknowingly allowing him to break the rules? I'm sure the man doing this means no harm but on the other hand, you can't be 100 percent sure. If one person is allowed to get away with something like this then other people may try.

 

[figment_jii]

I agree with the PPs that you should write to guest services and be as specific, but not judgmental, as possible about what happened and when it happened.

Has Disney started making a habit of letting visitors act as CM's?

No, they have not. Based on what you said, it sounds like they were aware of the guest and monitoring the situation. If the security CM was familiar enough with the guest to know that he was a "special needs annual pass holder" it means this is not the first time they've dealt with this individual. (Although, I have to say, I'm a little disappointed that the security CM would tell you that because in truth it doesn't seem like something they should be saying about one guest to another.) So there are probably specific protocols for dealing with this individual and perhaps, waiting and monitoring is one of them. I am not saying what he was doing was right, but perhaps having security go up to him and tell him to stop would make things worse or perhaps they were waiting for someone else (e.g., someone better qualified to handle the situation) to arrive.

 

[bumbershoot]

Here are my questions: Where do I go with this? I have always told my kids that if they get separated from us, or have a problem to find a CM and they will help them. Do I now have to give them training on what "real" CM's wear as opposed to the "imposter" CM's? Has Disney started making a habit of letting visitors act as CM's?

Thank you all in advance!

"find a cast member behind a register". That's the best solution. The issue is that Disney used to sell nametags that looked almost exactly like real CM tags. I believe they were still selling them during the time I've been going (which is only since '05) so they are likely still out there.

But someone isn't going to be behind a register. Or carrying a janitor's broom. etc.

You mentioned that your daughter was with your husband when DH was talking to him. How did she feel about this man? Did she get any weird vibes? Quite often kids are good at picking people to ask for help. Neat things to think about in Gavin deBecker's The Gift of Fear, by the way.

 

[BriannaRuth]

"find a cast member behind a register". That's the best solution. The issue is that Disney used to sell nametags that looked almost exactly like real CM tags. I believe they were still selling them during the time I've been going (which is only since '05) so they are likely still out there.

But someone isn't going to be behind a register. Or carrying a janitor's broom. etc.

You mentioned that your daughter was with your husband when DH was talking to him. How did she feel about this man? Did she get any weird vibes? Quite often kids are good at picking people to ask for help. Neat things to think about in Gavin deBecker's The Gift of Fear, by the way.

Excellent thought on the CM behind a register. And thanks for mentioning the book. I've read his other book on child safety (Protecting the Gift, which was highly recommended by my daughter's preschool teacher at the time, and was excellent) and have been meaning to get that one as well, even though my kids are older now.

 

[TinkerJR]

Contact Guest Services (there is a contact us link on the DL website) and state exactly what you've said here. Be clear about your concerns and about what bothered you (e.g. that the man's disability didn't bother you, but that his behavior could put an unknowing guest/child at risk, etc.). Guest Services is very good about getting back to you. You should receive a response (by phone or email) within a few days.
How old are your kids? We've always told any kids we've taken (ours, friends', church groups, etc.) to go directly to First Aid, City Hall, Info Kiosk, or a specific shop to ask a CM for help. (We've made it a game throughout the day to test if the kids know how to get to the nearest "safe place" to ask for help from wherever we are at the time.) There is little chance someone like the man you mentioned would be allowed to do what he did in those locations. Our kids were able to remember the directions pretty early on (our older one was good with the info at age 4, the younger one was about 6).
Hope this helps.

Thanks for the help! My DH contacted Guest Services and they transfer him over the In-Park Services department and they are looking into this situation. Everyone we have talked to has been very helpful, responsive and they seem to understand our concern.

I agree with the PPs that you should write to guest services and be as specific, but not judgmental, as possible about what happened and when it happened.

No, they have not. Based on what you said, it sounds like they were aware of the guest and monitoring the situation. If the security CM was familiar enough with the guest to know that he was a "special needs annual pass holder" it means this is not the first time they've dealt with this individual. (Although, I have to say, I'm a little disappointed that the security CM would tell you that because in truth it doesn't seem like something they should be saying about one guest to another.) So there are probably specific protocols for dealing with this individual and perhaps, waiting and monitoring is one of them. I am not saying what he was doing was right, but perhaps having security go up to him and tell him to stop would make things worse or perhaps they were waiting for someone else (e.g., someone better qualified to handle the situation) to arrive.

I am sure that they (Disney) have protocols for all sorts of situations. But it felt like the CM's we spoke to that night were focused on not dealing with it at all. Just because some one is "special needs" doesn't mean they get to do whatever they want. (There are several members of my family that fall under that classification) You just have to find a different way of handling the situation.

I am willing to chalk it up to inexperienced CM's and hopefully Disneyland will use this a chance to do some additional training.

"find a cast member behind a register". That's the best solution. The issue is that Disney used to sell nametags that looked almost exactly like real CM tags. I believe they were still selling them during the time I've been going (which is only since '05) so they are likely still out there.

But someone isn't going to be behind a register. Or carrying a janitor's broom. etc.

You mentioned that your daughter was with your husband when DH was talking to him. How did she feel about this man? Did she get any weird vibes? Quite often kids are good at picking people to ask for help. Neat things to think about in Gavin deBecker's The Gift of Fear, by the way.

My DD was pretty much asleep in the stroller, so she wasn't very aware of what was going on. She only really remembers that her dad was upset and the he was talking to people while she and her brother were with me eating ice cream.

I have read the The Gift of Fear and I am a strong believer in listening to your instincts and being aware of what is going on around you.

I will definitely update our instructions on what they should do if they they need help while at the park based on the suggestions.

We will be going back in October, and can't wait!

 

[awinangie]

Thanks for following up with Disneyland. IMHO, too many people aren't willing to "get involved". Sometimes we need to communicate to make things better for everyone.