When Disney bites, bite back!

[marivaid]

I've been saving for this vacation for a long, long time. My family has been looking forward to it for a long time. After this vacation, we don't know when we will get there again.

And the 30 other families who were in line behind you, waited longer in line because the ride was down,and will wait even more because now you have a FP to get you back on the ride faster... are they in Disney for free?
Should they get a FP too .. then what about the people behind them .. ?

FPs when you're stuck half an hour somewhere and actually have to EXIT the ride without completing it - yes.
FPs when you have to wait 10mns and get to do the whole ride - no way. If they started doing that, the FP line would be longer than standby.

 

[declansdad]

We got stuck on the POTC ride for about 20 min and just loved it.
We had a chance to look at all small details that you miss while your floating along.
They did NOT offer us FPs or anyone else on the ride. We all had fun in there making jokes and looking all around. YO HO YO HO A PIRATES LIFE FOR ME.

I am beginning to see way to many ppl wanting free upgrades, free food, free everything on these boards. Nobody owes us anything, especially Disney. That company has given all of us hours and hours of entertainment and wonderful lifetime experiences we will never forget. Now that I think about it, we were stuck in It's a small world for a while one trip. That was fun as well.

If they let you in for free, I would agree with you but the fact of the matter is that you pay to enter a Disney park so they do owe you something. Every situation is different but Disney does have obligations to its paying customers.

 

[momof2n2]

Mr. Just[donald]Ducky.

I think what you and many others are suggesting is just a little bit much.

If you pay $30 for a day at Darien Lake, you get $30 worth of fun.

When you pay $75 for a day at MK, you get like, $1,000 worth of fun [when compared to Darien Lake]. So say one ride causes you a delay. Okay, knock down the day's value to $979... [This of course is assuming that for 2.5x the price of Darien, you agree that Disney is more than 10 times better... which I believe it is.]

Bottom line is a day at Disney, with or without inconveniences, is better than any other theme-park-destination-vacation.

If you got stuck on the Viper, Darien Lake *might* give you a coupon for a pretzel. If you got stuck upside down, you *might* get a pass to come in another day.

I think it is a *kudos* to Disney when they do offer something in lieu of an inconvenience, and a big ugly embarrassment to us all when visitors start demanding perks for their delays. But I am certainly not owed anything.

 

[sydconmom]

Gosh, what did people do back when they didnt issue fast passes? While I think issuing them for a ride problem is great, should it be expected no. I think the issue here with this specific post is this...the title "When Disney Bites, Bite Back"...to me that appears huffy/combative, and if that is how the thread was posted, after the fact..how did the OP approach the CM? (Possibly, friendly...but if the post is any indication.... ).

Yes, WE ALL know Disney is expensive. But just because a ride breaks down doesnt mean you were ripped off...its not like they closed the whole park, its not like they continued to run the ride and someone god forbid got hurt! If you get upset about 10 minutes "wasted" while a ride was down...how are you at the end of the day when you spent hours waiting in lines for rides, lunch, buses, characters, etc?

 

[Brian_WDW74]

As always, it comes down to this. If you're experiencing a problem at a Disney park, go to Guest Relations. They're the ones who are best equipped to assist you. The CMs on the front lines at the attractions do have some leeway to accomodate you, but their options are limited.

 

[buckylarue]

If they let you in for free, I would agree with you but the fact of the matter is that you pay to enter a Disney park so they do owe you something. Every situation is different but Disney does have obligations to its paying customers.

Exactly; you paid to enter the park, not to ride any particular ride or see any attraction or show. Back in the ancient times, when each attraction had an actual cost attached to it, I believe you might have been entitled to ride again without paying, and if the lines were very long (since this was pre-FastPass as well) to either stay on the ride or get let in the back and get to ride ahead of the line.

Some other random points:

1. 10 minutes delay while on a ride is a minor inconvenience at most.

2. Everyone behind you was also delayed the same 10 minutes.

3. If you want a 'complete ride experience' on Test Track, that INCLUDES a delay! I think, in all the times that I have ridden it, I have made it all the way through without a delay maybe twice. We usually bet on where we will be when the ride stops (closest to the spot wins, loser buys the next treats).

4. The only places I would consider asking for a FastPass for being stuck on Test Track are in the hot/cold/corrosive spray rooms (if they forgot to turn the effects off, as has happened in the past), or on the heavily banked curve in front, where you are all pushed against the left side of the car (or the person unlucky enough to be seated next to you).

5. There is a difference between asking for a FastPass and 'demanding compensation'; a little courtesy on the guests' part can go a long way to getting what you want, even with the occasional grumpy CMs.

6. Disney's theme park admission prices are not that much more than other parks, especially when you factor in the number of attractions.

7. I'm going to be there in 3 days, na-na-na-naa-nah!!!

 

[declansdad]

I respectfully disagree with much of this thread.

Why do we think we are entitled to things? Why should any company be expected to a standard of nothing ever going wrong? When is it "just life?"

This is a vacation. Even a bad day at WDW is better than a good day at work. I don't hold Disney, or any one else for that matter, to guarantee me that every part of their facility will be without a problem. If they want to offer me something graciously, I would be delighted. But they don't "owe" me anything.

I spent three hours stuck in a mud hole in Kenya. My husband, the other travelers and I even tried to help the driver push the van out of this guck. Who knows how many animals we missed because we were too late for one of our safari excursions. I never held the company accountable for "life." We didn't insist another vehicle come out and take the paying customers on to our destination. We hung out. We waited. In 100 degree heat. And have a story to tell.

I think it is all about expectations. I don't expect too much and I am always happy.

Again I don't agree with the "They don't owe me." statement. Would you say this about any other service based company that didn't live up to what they offered you? If the plane you were flying on to get to WDW need to land for a repair, wouldn't you expect the airline to do something to rectify the situation?

I love Disney as much as the next person but it is not the Holy Grail. If a ride breaks down while you are on it and you need to be evacuated, basic customer service skills would mean that something should be done to fix the customer's problem. Not everyone would get upset but you shouldn't deal only with the customer that gets upset. You give the FP to the upset customer and most of them will still talk about the negative experience. You give the FP to the other customer and they will tell everyone about your great customer service and problem solving skills.

 

[sydconmom]

Well, now I think a plane landing for repair is an EXTREME comparison to a ride malfuction that did NOT require evacuating/exiting the ride. Having to exit a ride is far different than sitting in said ride of a short delay.

 

[declansdad]

Exactly; you paid to enter the park, not to ride any particular ride or see any attraction or show. Back in the ancient times, when each attraction had an actual cost attached to it, I believe you might have been entitled to ride again without paying, and if the lines were very long (since this was pre-FastPass as well) to either stay on the ride or get let in the back and get to ride ahead of the line.

Some other random points:

1. 10 minutes delay while on a ride is a minor inconvenience at most.

2. Everyone behind you was also delayed the same 10 minutes.

3. If you want a 'complete ride experience' on Test Track, that INCLUDES a delay! I think, in all the times that I have ridden it, I have made it all the way through without a delay maybe twice. We usually bet on where we will be when the ride stops (closest to the spot wins, loser buys the next treats).

4. The only places I would consider asking for a FastPass for being stuck on Test Track are in the hot/cold/corrosive spray rooms (if they forgot to turn the effects off, as has happened in the past), or on the heavily banked curve in front, where you are all pushed against the left side of the car (or the person unlucky enough to be seated next to you).

5. There is a difference between asking for a FastPass and 'demanding compensation'; a little courtesy on the guests' part can go a long way to getting what you want, even with the occasional grumpy CMs.

6. Disney's theme park admission prices are not that much more than other parks, especially when you factor in the number of attractions.

7. I'm going to be there in 3 days, na-na-na-naa-nah!!!

I can't agree with your first statement about paying to enter the park not ride the rides. That is simply semantics in my opinion. However, I do agree with points 1, 2, 4, 5, and 6. Not point 3 - never had a breakdown on TT. And point 7 just makes me jealous.

Have a great trip.

 

[declansdad]

Well, now I think a plane landing for repair is an EXTREME comparison to a ride malfuction that did NOT require evacuating/exiting the ride. Having to exit a ride is far different than sitting in said ride of a short delay.

Extreme yes but the point is still the same. If a service company can not perform the service adequately, they should reimburse the customer in some way.

I agree with you that there is a difference between sitting through a short delay and being evacuated from the ride.

 

[lucincia]

Last time we went to WDW the Buzz Lightyear ride broke down repeatedly while we were on it. The whole thing would just stop, BUT you can still spin your own car around and around. DD7 and I would just keep on spinning. I wanted to throw up after we got off. Ah, good times.

 

[marivaid]

Extreme yes but the point is still the same. If a service company can not perform the service adequately, they should reimburse the customer in some way.
.

Just wondering, have you ever been reimbursed by an airline company ?

We've had bad luck with some airlines (Tower Air in particular - now defunct, thank Goodness). Never, EVER did we get any sort of compensation for anything. Wait, we did. Once. The flight was 17 hours late, and there was a rugby team on it. Only when the team started to get really angry did they decide to put us all in a hotel for the night. It was 3am.

With airlines these days you're lucky to even get a glass of water when you're stuck for 4 hours on the runway.

 

[declansdad]

Just wondering, have you ever been reimbursed by an airline company ?

We've had bad luck with some airlines (Tower Air in particular - now defunct, thank Goodness). Never, EVER did we get any sort of compensation for anything. Wait, we did. Once. The flight was 17 hours late, and there was a rugby team on it. Only when the team started to get really angry did they decide to put us all in a hotel for the night. It was 3am.

With airlines these days you're lucky to even get a glass of water when you're stuck for 4 hours on the runway.

No I haven't but I have never had the need to be either.

I used an airline as an example because it was the first thing to pop into my head. My point is that if a service company (or any company) doesn't treat customers properly and fix a problem that they are responsible for, it will eventually hurt their business.

 

[momtoBrandon&Jacob]

Just wondering, have you ever been reimbursed by an airline company ?

We've had bad luck with some airlines (Tower Air in particular - now defunct, thank Goodness). Never, EVER did we get any sort of compensation for anything. Wait, we did. Once. The flight was 17 hours late, and there was a rugby team on it. Only when the team started to get really angry did they decide to put us all in a hotel for the night. It was 3am.

With airlines these days you're lucky to even get a glass of water when you're stuck for 4 hours on the runway.

Now this is funny. I flew Tower Air from San Juan to JFK right before they went bankrupt and we were delayed about 6-7 hours in that little shack they call an airport. It was absolutely horrible! I found it quite funny that they went out of business shortly after that. I've also flown them to Israel a few years prior to that and they were fine.

 

[huge mickey fan]

I have to go with the people believe they are entitled thoery not just at Disney but through life in general. On my last trip in August we were the first to ride the Indy cars one morning My nephew was first out of the gate and about 30 feet from the finish line his car stalled. After backing up about 10 cars the CM came out and my sister had to push them into the finish line. Of course at the time we thought what a great story to tell. How many people can say that about their race on the Indy cars? We weren't offered FPs nor did it even occur to us to ask. We were just so excited to be at Disney!! Now I am sure I will get flamed for my next comment, but if 10 mins on a ride ruins your whole day or worse your whole vacation, then you weren't really enjoying yourself to begin with. I rarely go on Test Track because in my experience there is a 50% chance it will break down while I am in line, on the ride or just walking by.

 

[DonaldTDuck]

A fast pass is pretty cheap compensation for being stuck on a ride. It costs Disney nothing and satisfies a guest. When Splash broke down with us on it at 11 during emh, a cm had a pocketful of fp's and told the female cm he always carried them for these situations; it made guests happy. And isn't that the very basis of a cm's job description?

 

[Chad&Janet]

The trend I find that is heart warming is that more and more people are speaking out against the "entitlement" mentality.

The "you owe me" attitude will continue until someone has the fortitude to say no and mean it. It is slow to happen but I sense that it is starting to be more of standard procedure. It's like a child screaming in a store because their mom won't buy them a toy. They know that eventually the mom will wear out and give in. That's why they do it. A few absolute NO's would solve that problem permanently. JMHO!

I agree with you completely.

If every rider was given a fastpass when a ride breaks down, then EVERYONE would be complaining about how long the fastpass lines would be. Do you realize how many people are affected when one ride breaks down for 10 minutes?! Let alone all day. If every time test track broke down, everyone on the ride got a fast pass, then the people waiting online got upset because they feel they "deserve" a fastpass, & this is going on all day mind you, the fast pass line would be longer than the regular line.

Just my opinion.

and a good one it is. The problem with it is you are using as basis for it a rather odd science, which is termed logic. or common sense.

While you're filing the suit for the cost of your time, you should consider including something to compensate for the bladder damage and severe mental trama caused by having to wait for the toilet.

and having to endure the stench from stall #4!

What the OP doesn't seem to realize is that to keep the FP system working smoothly, you have to limit the number of FPs given out. If every single "inconvenienced" person demanded a FP for every perceived wrong, the system would cease to work. Thank goodness there's enough sensible people out there who will just smile through the little bumps in the road, and not make everything such a big issue.

Well said. Unfortunately, unlike another poster had optimistically stated, I believe this attitude of entitlement is growing and spreading like a virus. This is a rather easy diagnosis.

When you're unable to imagine how your actions may affect others and have a "me! me!" world outlook, what you get is someone who exhibits some fairly anti-social behavior in public places or where they are being "served." It in essence, is an inability to put yourself in the other person's shoes. In this case, the other person being: the cast members earning a meager hourly wage, or the other people who were further detained by the request, or those that did not receive a fast pass for their "inconvenience."

 

[amyhughes]

I haven't had the time to read more than the first three pages so bear with me...

I can see both sides to this. There is an expectation going to Disney, when you set yourself as the best and heads and shoulders above all others in the industry and somehow in your customers eyes fail that expectation then these situations WILL occur. Disney has set these markers for themselves countless times as being the "happiest, friendliest, cleanest etc." Which if they fail to be THE BEST, and life encroaches on the parks, then yes there are bound to be disgruntled guests.

However, as a previous poster said "Stuff Happens" Waiting on a ride for 10 minutes is not the worst situation you could find yourself in at WDW, believe me. You got what you asked for from the CM, maybe they didn't smile or demur enough but they had a HEADLINER attraction that was broken down and probably a line of people a mile long that hadn't even been on the thing yet.

All in all, I am not defending Disney 100%. But, at the same time those expectations of absolute instant gratification are not realistic. Take it on the chin, understand this was a situation out of their control and move on.

 

[declansdad]

and a good one it is. The problem with it is you are using as basis for it a rather odd science, which is termed logic. or common sense.

It is logical if everyone decided to use their fast pass at the same time for the same ride.

Not likely to happen.

 

[NMAmy]

It is logical if everyone decided to use their fast pass at the same time for the same ride.

Not likely to happen.

Exactly. The fast passes I have received when rides broke down were good for any fast pass attraction in the park for the entire day. Highly unlikely that the limited number of folks who received one would all be in one line at the same time.

Has anyone noticed incredibly long fast pass lines since the advent of the YOMD special fast passes? A lot more people receive them than would actually be on an attraction at any given time when it's broken down.