Who can we call?

[caroliner]

Who can we call about an issue regarding how a cast member treated a child with a disability/wheelchair outside of the monorail at EPCOT? The CMs behavior was in no way appropriate, and actually rather discriminatory. I was told to try at the resort, which didn't make sense to me since it wasn't at all related, but we did talk to someone in our resort's lobby. It didn't seem like the correct person to talk to though, and we really want to make sure that at least this CM is spoken to about the appropriate way to act so it won't happen to anyone else! Thanks!

 

[disney david]

Who can we call about an issue regarding how a cast member treated a child with a disability/wheelchair outside of the monorail at EPCOT? The CMs behavior was in no way appropriate, and actually rather discriminatory. I was told to try at the resort, which didn't make sense to me since it wasn't at all related, but we did talk to someone in our resort's lobby. It didn't seem like the correct person to talk to though, and we really want to make sure that at least this CM is spoken to about the appropriate way to act so it won't happen to anyone else! Thanks!

Was it a cm that works in monorails if so then it needs to be a manager of transportation in monorails. If your still their then pick up any house phone press zero ask to be transferred to a manager in transportation in monorails remember each decision has their own managers.

If not a monorail cm hen you have to figure out what department they work for then go from their. I would let Disney deal with it once they know about it then they will handle it and work to make it right. They will review video tapes talk to the cm get their side and any other cm near by that might have heard what happens and go from their and then if needed punish the cm in question. Sorry it happened and hope you talk to the right manager so Disney can investigate the problem and make it right.

 

[caroliner]

Thank you, that sounds like a more promising route than what I had heard so far! I hadn't even thought of the fact that there would be video, that is good to know too! We have the name of the CM (I think they were monorail CM; the people who direct those boarding/de-boarding the monorail) and the approximate time it happened as well. Unfortunately, I don't think the other CM heard it, he just saw us get off with both my son and me crying and when my mother started trying to explain to him he just told us we could get back on (which we did). We did tell the CM when we got off at the transportation center, and he did ask us who it was, but he was at the same level not a supervisor or anything. The way he reacted to the name made it seem like this was not the first issue there had been.

 

[disney david]

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[caroliner]

Not sure if it have audio and the sooner the better it might be one that dose not store the video for more then a certain period of time. Yes those are monorail cms and their managers are in transportation all the resort can really do is call them and have them come and meet you. Sorry it happened I am sure you wanted to get away from the cm but I would had them call for a manager right their or at the next stop. Well hat cm needs to be shown the way off Disney property the sooner the better and the other cm that didn't listen first and not offer to call for a manager needs to be dealt with to. I just got back tue night from a short trip rode the monorails once no real problems their cms don't seem to be the friendlier ones.Differently not as friendly as the bus drivers Their no need to be disrespectfully to any guest.


I would I also write Disney once you talk to transportation management and once they make it right. With all the names of the cms you talked to and the original cm and let them know what happened. The higher ups at Disney will not be happy to find out what happened and will make sure proper action is taking so it never happens again.

Honestly, we were just so stunned and flustered from it that it would not have even occurred to me to stay with the offending CM and demand a manager. This is something we have never experienced, even at home. We only have the name of the original cm, but the identity of the other would be pretty obvious to them I think,as there were only 2 or 3 people working there...

 

[disney david]

Honestly, we were just so stunned and flustered from it that it would not have even occurred to me to stay with the offending CM and demand a manager. This is something we have never experienced, even at home. We only have the name of the original cm, but the identity of the other would be pretty obvious to them I think,as there were only 2 or 3 people working there...

Yeah at that station it is 2-3 cms as long as you use the name of the cm that you had the problem with. That all that really matters the other cm should of offered you a manager or at least let you finish speaking. But dose not sound it as bad as what the cm in question did.

 

[disney david]

Here the main wdw operator/information line if you want to call from your cell phone just tell them you need to speak to the transportation department. Then when they answer ask to speak to a manager of monorails. Here the number (407) 824-2222 or you can follow what I said in first post and use a house phone and press zero. Or the front desk can and should if offers to call a manager to have one either meet you at the resort to talk with you or call you back in your cell phone.

 

[caroliner]

Well we did not get any response from the people we talked to yesterday, but we called the transportation manager today. They had not heard from any of the people yesterday that said they would talk to them about it. The cM is working again today and will be spoken to shortly. They still don't totally seem to understand the severity, but it is progress!

 

[disney david]

Well we did not get any response from the people we talked to yesterday, but we called the transportation manager today. They had not heard from any of the people yesterday that said they would talk to them about it. The cM is working again today and will be spoken to shortly. They still don't totally seem to understand the severity, but it is progress!

Glad you got through to a manager in transportation because if you didn't I don't think the other people would let them know. That why if you have a problem in transportation you need to deal with it through transportation or if you have a problem in another department then that department. They do understand the severity of your complaint and what happened and will talk to the cm and do what right. I would follow up again later today to check on the progress of it unless they call you back. The manager at transportation most likely happy you called to let them know so they can fix the problem so they can hopefully stop he cm from doing it again and correct the issue and make it right. If you didn't then they might not know and you would still be upset then write Disney then the higher ups would contact the head of transportation and ask them why they didn't do anything or get back to you. Sorry it happen hope you can enjoy the rest of your trip and hope they make it right for you let me know if you need more help.

 

[caroliner]

My mother talked to them, and she said it sounded like our portion of this was done, and didn't think we would hear back. I may write a letter to the higher ups anyway! Is there actually an address to do that? What was said could technically warrant an ADA complaint, but I don't think there is really any point in doing that, I would rather just know it was handled internally! They have not been overly apologetic, but have said it was wrong.

 

[disney david]

My mother talked to them, and she said it sounded like our portion of this was done, and didn't think we would hear back. I may write a letter to the higher ups anyway! Is there actually an address to do that? What was said could technically warrant an ADA complaint, but I don't think there is really any point in doing that, I would rather just know it was handled internally! They have not been overly apologetic, but have said it was wrong.

Sorry to hear they wasn't more apologetic maybe they was in shock hear the cm did that. Your doing the right thing by letting Disney atleast handle it first and try to let themnmakenit right. It also look better if you do purse it further that you gave them a chance to make it right. They might call you back if they have more questions but your right they most likely won't. Here some address to write them bus us mail and email Contact Addresses for WDW Officials Walt Disney World Guest Relations P.O. Box 10000 Lake Buena Vista, FL 32830 This is the universal address! For example, if you want to write to the General Manager of All Star Music, or any other resort, address the envelope to the person and use the P.O. Box 10000 address. Walt Disney World Guest Communications PO Box 10040 Lake Buena Vista, FL 32830-0040 wdw.guest.communications@disneyworld.com

 

[caroliner]

Sorry to hear they wasn't more apologetic maybe they was in shock hear the cm did that. Your doing the right thing by letting Disney atleast handle it first and try to let themnmakenit right. It also look better if you do purse it further that you gave them a chance to make it right. They might call you back if they have more questions but your right they most likely won't. Here some address to write them bus us mail and email Contact Addresses for WDW Officials Walt Disney World Guest Relations P.O. Box 10000 Lake Buena Vista, FL 32830 This is the universal address! For example, if you want to write to the General Manager of All Star Music, or any other resort, address the envelope to the person and use the P.O. Box 10000 address. Walt Disney World Guest Communications PO Box 10040 Lake Buena Vista, FL 32830-0040 wdw.guest.communications@disneyworld.com

Thanks! So who would the head of transportation be? Is that info. that can be found online, or should I just address it generally?

Luckily most people we have interacted with have been wonderful, many going above and beyond for our little guy! Especially the characters, they all have been so awesome with him, and tend to come by extra when they can

 

[Alabamamouse]

We had an unfortunate interaction with a cast member one trip, also involving our child in a wheelchair. We sent an email to the address for guest communications. It took them about a week to call us back, but they eventually did.

 

[disney david]

Thanks! So who would the head of transportation be? Is that info. that can be found online, or should I just address it generally? Luckily most people we have interacted with have been wonderful, many going above and beyond for our little guy! Especially the characters, they all have been so awesome with him, and tend to come by extra when they can

One name you can if you still want to write to is Jim Vendur.

 

[caroliner]

Thank you, both! We did now also hear back from the person in guest services who had helped us before the trip, and she said she can see in the system now that we talked to transportation, as well as the hotel did, so that is good! At least they will have a semi-permanent note in their system about the situation!

 

[disney david]

Hope you get closer and are able to enjoy the rest of your trip and not let the cm ruin and more of it.

 

[TheRustyScupper]

. . . we called the transportation manager today. They had not heard from any of the people yesterday that said they would talk to them about it . . .

1) Let us remember, there are always two sides to a story.
2) Without defending or accusing either side, perceptions of incidents/circumstances do differ.
3) The manager's actions will depend upon his/her findings.

 

[Eliza32]

You have spoken to two different areas about this and had it confirmed by telephone that they have the details in your record and they are dealing with it.....what more do you feel you will achieve by writing to them too?

 

[disney david]

1) Let us remember, there are always two sides to a story. 2) Without defending or accusing either side, perceptions of incidents/circumstances do differ. 3) The manager's actions will depend upon his/her findings.

Your right The RustyScupper cm

1. and they won't share any disciplinary actions if any towards the cm with the op either.

 

[MaryLovesPoohBear]

1) Let us remember, there are always two sides to a story.
2) Without defending or accusing either side, perceptions of incidents/circumstances do differ.
3) The manager's actions will depend upon his/her findings.

It is good to remember this.