where to file complaint?

[goofgal31]

Could some one tell me where to file a complaint about a bus driver when useing Disney's buses to travel to parks.

I have never been so upset while at Disney. I am traveling with my handicapped mother. She has her own ECV. I always follow her on to the bus and help her transfer from her cart into a seat. The bus driver this morning would not let me on with her, then proceeded to let families with small children on before I was finally alowed to board. My mother is very unsteady on her feet and could have very easily fallen without someone to help her.

 

[TDC Nala]

If you are still at WDW you can go to Guest Services or ask a resort lobby concierge. Hopefully you got the driver's name or can at least recall the time of day and the route.

 

[goofgal31]

I got his name, the exact time we left, where we were leaving from and heading to, and the number off the front of the bus. I have never filed a complaint against someone before, but this was unacceptable!

Yes we are still here, it didn't even dawn on me to go to the desk, I guess I was to angry to think about that! Thanks.

 

[disney david]

Could some one tell me where to file a complaint about a bus driver when useing Disney's buses to travel to parks.

I have never been so upset while at Disney. I am traveling with my handicapped mother. She has her own ECV. I always follow her on to the bus and help her transfer from her cart into a seat. The bus driver this morning would not let me on with her, then proceeded to let families with small children on before I was finally alowed to board. My mother is very unsteady on her feet and could have very easily fallen without someone to help her.

So the driver loaded your mother then opened the front door for general boarding then you boarded did she wait for you or did she make it safely to a seat on her own did you explain to the driver she needed help. You can complain to a transportation manager for buses and they will talk to the driver and get their side and go from their complaining to the front desk will get you no where because transportation not going to give it as much as they would if a guest is calling them. You can if that happens again ask the driver to have their manager come to the scene or to the resort or park the bus is going to. You will just need the drivers name and the number of the bus time and location of the incident so they can get the right driver.

 

[disney david]

I got his name, the exact time we left, where we were leaving from and heading to, and the number off the front of the bus. I have never filed a complaint against someone before, but this was unacceptable!

Yes we are still here, it didn't even dawn on me to go to the desk, I guess I was to angry to think about that! Thanks.

Just use a in house phone press zero that get you a operator ask to speak to a manager in transportation for buses make sure you say buses because each mode has their now managers. Then n let them know what happened and they might ask where your staying so they can come and talk to you then once they get your info and what happen they will pull the driver off his bus if still on duty and talk to them then they might come back with more question or other info they might also ask for your cell phone number or a way to get in touch with you.

 

[sunsetbeachgal]

Good luck and please don't let this spoil your wonderful trip with your Mother.

 

[Kristibo42]

On at least 5 of our trips we have had someone with a ECV and have never not at least one person go in the back with them. My mom is the same needs help in and out. Most bus drivers are very nice about it. On one of our family trips we had a driver ask my mother who was with her and let all of go in the back. Of course most of us stood so others could have seats.

 

[I Love Pluto]

Transportation will agree with you. I always board with my ECV AND with my daughter because I am a fall risk.

A fall risk should never board without a family member. I am glad your Mom is OK - and that she didn't fall. She could have been hurt!

I hope the rest of your day is more positive for you both! Have a great evening!

 

[disney david]

These are some question you might want to think about when talking to a manager even if they don't ask.

how did he stop you from going on with her was he rude or did just tell you couldn't come on. Did you explain why you wanted to go on after he said you couldn't enter through the back door. It be good if you did explain why you wanted to go on with her being a safety issue well see what Disney dose and if they make it up to you and your happy then that all that matters.


When you speak to a manager be honest and calm I know your mad and angry but you will get your point across better by being calm. sometimes when angry you could forget some facts. Give them a chance to make the problem right. don't lose your trust in the drivers don't let one bad apple ruin it their are great drivers and Disney will get rid of the bad ones.

 

[nkereina]

Out of curiosity, was the driver willing to let you assist your mother, and then have you exit and board with the regular line? Or did that not come up? I have no problem with ECV family members having to board through the regular line, but you should absolutely be able to assist the ECV passenger with getting into their seat with no one else in the way.

 

[aubriee]

The rule is the guest in the wheelchair and up to five family members are to board through that back door. For parties larger than six, the bus driver should ask the others to board through the regular line. However, that does not appear to be the rule the bus driver was following. Sorry, but there is no way my mom would have gotten on that bus without me. My mom uses an ECV and her cane down there and no way would she board a bus without me. She has fallen too many times in too many different places and has to have alot of help to get up when she does. Her knees just give out and she goes down without warning. Counting the ECV driver, up to six people are supposed to be allowed to board through that back door. We are never more than a party of two (or maybe three if my husband is with us).

Why were families with small children allowed to board before a caretaker and for that matter before other people? They don't normally get priority boarding. If they were boarding before couples and solos that had been waiting there longer, I bet you weren't the only one mad. Sounds like the bus driver just decided to enforce his own rules of the way he thought things should be. Someone needs to call him on the carpet for it!

 

[aubriee]

Totally off topic: any time I read a thread here on the DIS about really large parties boarding with an ECV I wonder if that's really what's going on. I know I've been down there alone with my mom and when the driver opens that back door, we've been mobbed by people trying to enter through it and when stopped, not once, but several times we've had people lie, point at us, and say they were with us and the driver said it was OK then. Each time, I've spoken up and told the driver, no they are not with us and we don't even know them. Once at POFQ the bus stop was getting really full and we had a young lady in her twenties come over, laugh, and ask where we were going. When we said MK, she didn't even ask, just informed us, she was going to tell the bus driver she was with us, in order to make sure she got on the bus and got a seat. I 'informed' her, no she was not! I couldn't believe that when the bus arrived, she, along with about seven or eight other people still tried to board with us. I informed the bus driver they were not with us and when they were told to go to the back of the line the young lady and another man called me a b--tch for telling on them. I just so happened to see her a few days later boarding with another ECV party. That was apparently her trick for making sure she always got a seat. I can't help but wonder how many other people board with ECV parties and the ECV parties just don't say anything, so it looks like huge groups of parties boarding together. The bus drivers really need to monitor it and ask how many are in your party.

 

[scanne]

Totally off topic: any time I read a thread here on the DIS about really large parties boarding with an ECV I wonder if that's really what's going on. I know I've been down there alone with my mom and when the driver opens that back door, we've been mobbed by people trying to enter through it and when stopped, not once, but several times we've had people lie, point at us, and say they were with us and the driver said it was OK then. Each time, I've spoken up and told the driver, no they are not with us and we don't even know them. Once at POFQ the bus stop was getting really full and we had a young lady in her twenties come over, laugh, and ask where we were going. When we said MK, she didn't even ask, just informed us, she was going to tell the bus driver she was with us, in order to make sure she got on the bus and got a seat. I 'informed' her, no she was not! I couldn't believe that when the bus arrived, she, along with about seven or eight other people still tried to board with us. I informed the bus driver they were not with us and when they were told to go to the back of the line the young lady and another man called me a b--tch for telling on them. I just so happened to see her a few days later boarding with another ECV party. That was apparently her trick for making sure she always got a seat. I can't help but wonder how many other people board with ECV parties and the ECV parties just don't say anything, so it looks like huge groups of parties boarding together. The bus drivers really need to monitor it and ask how many are in your party.

Sheesh....that's awful.
To the OP - I hope you speak with a manager about this. My grandmother travelled with us in a wheelchair but still needed assistance. If I recall, they allowed my mom to help her on in the wheelchair. The rest of us just waited to board the bus with the general public. I certainly hope you get this resolved.

 

[Sue M]

Totally off topic: any time I read a thread here on the DIS about really large parties boarding with an ECV I wonder if that's really what's going on. I know I've been down there alone with my mom and when the driver opens that back door, we've been mobbed by people trying to enter through it and when stopped, not once, but several times we've had people lie, point at us, and say they were with us and the driver said it was OK then. Each time, I've spoken up and told the driver, no they are not with us and we don't even know them. Once at POFQ the bus stop was getting really full and we had a young lady in her twenties come over, laugh, and ask where we were going. When we said MK, she didn't even ask, just informed us, she was going to tell the bus driver she was with us, in order to make sure she got on the bus and got a seat. I 'informed' her, no she was not! I couldn't believe that when the bus arrived, she, along with about seven or eight other people still tried to board with us. I informed the bus driver they were not with us and when they were told to go to the back of the line the young lady and another man called me a b--tch for telling on them. I just so happened to see her a few days later boarding with another ECV party. That was apparently her trick for making sure she always got a seat. I can't help but wonder how many other people board with ECV parties and the ECV parties just don't say anything, so it looks like huge groups of parties boarding together. The bus drivers really need to monitor it and ask how many are in your party.

that's awful. Sadly there are some really rude people out there

OP I hope you check back in and let us know how it turned out. That should never have happened.

 

[Dominion]

Totally off topic: any time I read a thread here on the DIS about really large parties boarding with an ECV I wonder if that's really what's going on. I know I've been down there alone with my mom and when the driver opens that back door, we've been mobbed by people trying to enter through it and when stopped, not once, but several times we've had people lie, point at us, and say they were with us and the driver said it was OK then. Each time, I've spoken up and told the driver, no they are not with us and we don't even know them. Once at POFQ the bus stop was getting really full and we had a young lady in her twenties come over, laugh, and ask where we were going. When we said MK, she didn't even ask, just informed us, she was going to tell the bus driver she was with us, in order to make sure she got on the bus and got a seat. I 'informed' her, no she was not! I couldn't believe that when the bus arrived, she, along with about seven or eight other people still tried to board with us. I informed the bus driver they were not with us and when they were told to go to the back of the line the young lady and another man called me a b--tch for telling on them. I just so happened to see her a few days later boarding with another ECV party. That was apparently her trick for making sure she always got a seat. I can't help but wonder how many other people board with ECV parties and the ECV parties just don't say anything, so it looks like huge groups of parties boarding together. The bus drivers really need to monitor it and ask how many are in your party.

This makes me sick!! And . What is wrong with some people?

 

[tinkerpea]

I do hope you managed to complain,

When we was at SSR in October, we was waiting for a bus and the driver decided he was going to stay sat in his seat to load the people, my mum who is in an ECV stayed where they load the ECV nr the back door ready, while we was waiting we had been talking to a guy who was their sorting at the buses making sure they was on time etc, anyways we loaded and we told the bus driver that my mum was in an ECV so he would have to get up to have her loaded, when our 3 boys got on they all said our nanny is in the ECV!
He gets up so we thought fab he is opening the door to load mum, the transport guy we was talking to tells him that this lady needs transferring as she has the ECV..........
Well the next minute he sat down & he drove off!!!

We all started shouting g that he had left my mum behind! He carried in driving, my DH got up went down an said you have left my mum behind!
Well he shouted at us that we did not tell him, he was very rude to us infront of the children as they was all crying at the fact nanny was left there alone!
The driver then instead of going straight back decided to go around to every stop and pick up the other people..

By this time our children was well an truelly in a state as we have a 10 yr old with autism, and nanny is his world.
When we finally picked up my mum the driver stood arguing with the lad doing the transport that nobody had told him, the lad informed him that he was told at least 5 times. And that he should have come straight back not gone to every other stop 1st.
After this event we was told to file a serious complaint by the lad sorting the buses & that he himself would also lodge one! as this was at the in the 1st wk of our 3 wk trip my son with the ASD would not leave my mums side when it came to the buses and was very scared we would see that same driver and it would happen again that was very hard every time we had to wait for a bus as he would panic

So yes many drivers at Disney are wonderful but others are just lazy and follow their own set of rules!!

 

[Lynne M]

Since this is a bus problem, I'm going to move the thread to the Transportation board.