WOC Cancelled tonight- fountain broke

[Mcky36]

A friend of mine was at the park tonight, ate at Ariels, got her FP and the 10:15 show was cancelled Apparently a fountain broke and floaded the viewing area. She says the line at guest relations goes all the way back to the PP Bridge!!

 

[tinksdreamwishes]

what a nightmare- hope its fixed by Friday!

 

[spacemermaid]

"She says the line at guest relations goes all the way back to the PP Bridge!!"

I feel bad for the CMs who have to deal with the complaints about it...I can imagine that some of the would-be WOC watchers got quite irate!

 

[Mcky36]

"She says the line at guest relations goes all the way back to the PP Bridge!!"

I feel bad for the CMs who have to deal with the complaints about it...I can imagine that some of the would-be WOC watchers got quite irate!

Yes, she has little kiddos, so even though she was deeply disappointed and iritated that she spent all that money for the dinner without seeing the show (which she otherwise would not have done), they did not even attempt to wait in that line to complain! She said that guests were literally cussing CM's out!

As a side note, I'm hearing that the 11:15 show was delayed about 20 minutes, but did happen!

 

[spacemermaid]

Yes, she has little kiddos, so even though she was deeply disappointed and iritated that she spent all that money for the dinner without seeing the show (which she otherwise would not have done), they did not even attempt to wait in that line to complain! She said that guests were literally cussing CM's out!

As a side note, I'm hearing that the 11:15 show was delayed about 20 minutes, but did happen!

Oh, that's awful! I mean, if I'd paid for dinner & waited for the show, I'd be angry too (to put it mildly!), but it's not like it'd do any good to yell at the CMs about it. Glad to hear it's up & running again.

 

[tinksdreamwishes]

it makes me mad to hear people treat the CM'S with disrespect. To cuss out a CM at Disneyland??? How could that possiably even happen... your at the most happiest place on earth- those people need not attend Disneyland and go to a different park for now on. Maybe they will be mad enough and wont come back! CM'S are awesome- and do way more then people give credit for- its not their fault the fountain broke!

 

[iKristin]

Customer service is a rough job...people will yell at you even if you are at the happiest place on earth. Heck, I only sell cell phones and I'm yelled and cussed at on an almost daily basis. People have no respect anymore, it is completely gone

 

[SirRoderick]

Hmm a few people seem to be talking about the events of last night but it appears no one was actually there. Well, I was and it was such a earthy-shattering disappointment from Disney in the handling of the situation. So let me give you a full review of the fateful 10:15 show of June 27th, 2010. (My birthday)

First of all we went to Ariel's Grotto, which I was actually mildly impressed with, but I need to make one thing clear and this is a sentiment that was shared by just about EVERYONE who did the dining plan: I would NEVER come to the park to eat at a characterless Ariel's Grotto. I just wouldn't do it, I did it only to have a preferred view for the World of Color show. I know this sounds like a grumbler who wanted his money back, that's not the case....let me continue.

Funny note about dinner: I was watching bits of the nine o'clock show from the window at AG when the waitress was at our table. My fiance kept yelling at me to not ruin the long awaited surprise but I told her "You never know, you watch there will be technical difficulties for our show." My fiance laughed, but the waitress assured me, "There wont be, this is Disneyland." Ugh. Jinxer.

So they let everyone into the area to watch the show except for us with dining plans (because that was the area flooded). Finally they started to try and load us in as well when suddenly halfway through this process the announcement could be heard over the loud speaker that the show would be canceled. They told us they added an 11:15 show but that the fast pass holders and preferred dining package purchasers would have to get in line behind everyone else waiting for the 11:15 show already (WHAT?!) and they let us know, oh by the way, it's not even guaranteed to happen.

So how did they handle all this? I mean there has to be some sort of emergency contingency plan right? There are HUNDREDS of people who paid for high priced Disney dining meals JUST to see this show, so they have to have some sort of way to fix this. Anything. I'll accept anything. Right? Wrong. They had no idea what to do, the cast member was shouting to everyone to bring back our fast pass tickets to a future show at first, unfortunately we had to point at that they had taken them from us already. Once again they were stumped. So after some "now what do we do" looks from cm to cm finally she just screamed "We can't do anything, if you have an issue go to guest relations!" Everyone did.

Now before I finish I want to say that I am, at 24 years old, a die hard Disney fan. Not just parks, but animation and movies. Everything about Disney I love, I even worked at WDW for two wonderful years. To put it plainly, I have never even seen the inside of the guest relations because I have never been and never wanted to be one of those people who complains about ANYTHING Disney. But the fact of the matter is, is that it was advertised as a dining package that included a ticket to WoC. If I had just waited in line in the morning for a FP, fine, I'll consider it bad luck and leave.

We finally get into guest relations, it took about an hour. They offered us tickets to come back any day to see the show. Which is fine, but of course we are AP holders. ALL we wanted was a ticket to the preferred viewing area for a future WoC show. They said that this was not possible and that the ticket was subject to availability. Subject to availability? I could understand that if I had to select which show of three to view on my own accord. But my ticket was only good for the ONE viewing. Subject to availability is kind of out the window with that one. Then they told us the the preferred viewing ticket was just a perk of the package and just a ploy to get you to buy the meal, yes they said this to me, and that it wasn't a package at all.

In the end the CM, which we treated with respect and did not raise our voices to (but we aware of what was an unacceptable answer), gave up and had his manager right an exception so we could come back and view it.

That's the quickest way for me to tell what happened. I know people shouldn't have been cussed out, like I said I know the feeling being a cast member myself, but the whole situation and the lack of answers or solutions was simply infuriating. All I want to do is see the show! I don't want free fast passes to every other attraction except WoC (Which is what they originally offered everyone). I don't want to take advantage of Disney, I just don't want to be taken advantage of.

Thank you for reading. I'd love to hear what you guys think, even if it's that I'm an idiot for feeling I rightly had a preferred viewing experience owed to me.

P.S. Before we got into guest relations people came by and asked if we wanted to watch the 11:30 (it was delayed) show. I was willing to do it so I asked "will it be preferred viewing?" But that request was denied, there already a slew of people who didn't have to go through anything of what we all did comfortably in our places.

 

[reynmagsmom]

Sir your expectations of having a preferred spot is not unreasonable at all, if I too had I spent the money for the meal would expect to be compensated in the same manor..... it is advertised as a meal WITH a prefered spot so reguardless of glitches you should've been issued a preferred spot right then no excuses.... You are by no means an idiot and I think you explained the expierence perfectly So sorry you had such a crappy night on your birthday sounds like Disney has to rethink this fastpass in the case of a show not going on... we are going in Aug and I think we will forgo seeing it from viewing area and may try to catch it from some other spot I would hate to be out well over $200 for our family of 5 for a dining pkg and then not get it!!

 

[carebee21]

Personally, I would email customer service today and explain the situation. The fact of the matter is you paid for dining and preferred viewing and you didn't get preferred viewing and should be compensated. I think you might get farther with them than a long line of CM's who are probably overwhelmed and frustrated that they're taking the heat for the whole mess.

 

[specialks]

I agree that it is a horrible experience. They can't really say that the FP was a "lure" to get you to buy the meal bc the meal is booked for WOC with a fixed WOC menu -- not the regular restaurant menu. That being said, I have no clue what Disney could have done. Those meals are probably booked out and how do you not give passes to the people for the next night? Those people have probably had their reservations booked from early on and for them to show up and be told -- sorry there are no FP with your meal bc we had to give them to the people last night...well, if that was you, you would be upset about that. I have worked in cust serv since I was 16 and I personally have no clue how they would "fix" the situation. I guess they could give a price credit off the meal in the form of a gift card but you still have guests who expected to see WOC. I really feel sorry for you; there should have been something done for you -- not sure what but definitely something!

 

[pigby]

Customer service is a rough job...people will yell at you even if you are at the happiest place on earth. Heck, I only sell cell phones and I'm yelled and cussed at on an almost daily basis. People have no respect anymore, it is completely gone

It happens worldwide I'm sure - I work in Retail on the front line in the UK and we have similar experiences....

Also I wondered, for those people who had paid for the WOC dining package - could not the CM's honor for another night - that's what happens in WDW if people have paid for the Fantasmic Dinner Package and it's rained off (even if they have got to go in another section - surely they should have priority over FP holders). Even if passes had already been handed in, they should ask for the receipt from the meal however. I don't know how they can honor the preferred viewing section however - I understand why they are saying subject to availability as there is limited space in the preferred area and don't know how they would fit 2 days worth of people into that area.

I think they should have GUARANTEED an extra show - to those who couldnt stay so late, a FP/preferred viewing for following night and FP's for a couple of rides as well.

 

[PinkBudgie]

What a mess. We are keeping our AG WOC dinner. I hope it goes ok. I can see how they would run out of room to give a preferred viewing to another show, but if it happens to me, I would be happy with a gift card in some amount, like someone said. For WOC I'd have to try again another time, but I would hate to be out the money for something promised. I really hope they think about this before it happens again.

 

[SirRoderick]

there should have been something done for you -- not sure what but definitely something!

Trust me I understand that the reason they don't want to give me preferred viewing is because with all the reservations made for the future, the limited preferred viewing space is already technically full. I understand that at that present moment we were experiencing the type of situation that formulates policy that will be used for years to come on the World of Color show/dining packages.

But you cannot tell me that they couldn't have, at the very least, offered me "reserved" viewing from a decent section at a show of World of Color. All those fast pass machines inside the park are obviously hooked up to computer systems that can easily be monitored and even controlled from a central location. So let's say they only give out 10,000 tickets a morning to World of Color, after this event to cover themselves they could simply give out 9,995 tickets to compensate for the fact they would probably have returning guests to the show who paid for better seats to begin with, the same amount that the people sitting in preferred would be enjoying that very night. And even without giving out less fast passes, I'm sure they could squeeze a few extra people in every show.

I don't want to ruin peoples experience the night I come back either, so honestly I wouldn't feel good about or ever want to kick someone out of their spot. And for all the people waiting in line for fast passes well they'll probably be ok too, Disney has already shown in the early parts of summer that over-than-expected response to WoC will be warmly greeted by extra shows.

 

[pigby]

But you cannot tell me that they couldn't have, at the very least, offered me "reserved" viewing from a decent section at a show of World of Color. All those fast pass machines inside the park are obviously hooked up to computer systems that can easily be monitored and even controlled from a central location. So let's say they only give out 10,000 tickets a morning to World of Color, after this event to cover themselves they could simply give out 9,995 tickets to compensate for the fact they would probably have returning guests to the show who paid for better seats to begin with, the same amount that the people sitting in preferred would be enjoying that very night. And even without giving out less fast passes, I'm sure they could squeeze a few extra people in every show.

Exactly what I thought - except you communicated it a lot better than I did

 

[brenda1966]

SirRod, I think you have every reason to be upset. It didn't even occur to me on how they would handel a cancellation of a show! But it should have already been planned by disney. It's called a disaster recovery plan, and I'm sure they have one.

How do they currently fill the preferred area when they do the 11:15 show? That should have first been offered to the dining people. Then, a FP to tomorrow nights show should have been offered (I agree, the FP machines are on computer, they can spit out how ever many less they need to). Lastly, some kind of monetary refund should be provided.

That's a good questions: what happens if F! is not run -- do the dessert package people just lose out??

Am really, really thinking of switching to picnic now. Not sure what to do. I'd be so peeved if I spent all that money for a meal to get a viewing spot and then shut out of the area.

 

[mapmakerj]

It happens worldwide I'm sure - I work in Retail on the front line in the UK and we have similar experiences....

Also I wondered, for those people who had paid for the WOC dining package - could not the CM's honor for another night - that's what happens in WDW if people have paid for the Fantasmic Dinner Package and it's rained off (even if they have got to go in another section - surely they should have priority over FP holders). .

Actually, you are out of luck at WDW if it rains and Fantasmic is cancelled. They do not give refunds, nor do they honor your pass for another night. You get a nice meal but nothing else!

 

[tinksdreamwishes]

they should have just offered a 4th show. Sometimes coming back tomorrow night to see it wouldnt be an option- for those out of towners- who happen to be there for one night only.

 

[pigby]

Actually, you are out of luck at WDW if it rains and Fantasmic is cancelled. They do not give refunds, nor do they honor your pass for another night. You get a nice meal but nothing else!

Maybe they changed it - but they did do that with us once

 

[emacat]

What an awful experience! Quite frankly, since there were no FP's or PD's given out for the 11:15 show, they should have put those with tickets already in the areas they were assigned for the previous show.

Customer Service is a difficult job, and I feel bad for the CM. But, the management should have been prepared for problems like this, and should have had a better plan in place for those that either stood in line all day, or those who purchased the dining plan.