everything gone wrong @ Disneyland

Originally Posted By Stupid_american

" Thanks for all the help! I did get a refund."

Got to love her!
She thinks we were helpful!

 

Originally Posted By hopemax

I didn't really have a problem following that.

They tried to get in the park on an EE Saturday, the CM at the turnstyle said there were no more admissions on one of the family's passes. So they had to purchase a one day ticket (which doesn't include EE admissions) so they missed out on EE. Then when the park opened they went to City Hall, probably to figure out what was going on, and found out that, yes, they did have an admission on the pass.

 

Originally Posted By imadisneygal

I think I typed too quickly. I didn't mean that they forward all mail addressed to Corporate automatically to the DLR. What I mean is that if there is a letter concering an experience at the DLR then no matter to whom the letter is addressed it will be forwarded to the Resort. Corporate doesn't respond to Guest letters concerning the Resorts.

 

Originally Posted By monorailblue

I should have kept my thoughts to myself. Since I didn't . . . .

I'm still incredulous. For one thing, I'm always doubtful of posters who "have been reading for a while" and make an appearance only to make a very *big announcement* ("I've been reading for a long time, but never posted. Anyhow, the FBI just called me and said that they're taking Doobie and Rebekah off to Guantánamo tomorrow! Just thought everyone should know"), an unbelievably *marvellous experience* ("I saw Matt Ouimet at Ralph's last night and he invited me to spend four months in Paris with him and gave me a billion euros because I said 'hello' to him! Just thought everyone should know"), or a horrible *sob story* ("I just went to Disneyland for the 73rd time this year, and my grandmother tripped on a churro, and a CM walked straight up to her and poured clam chowder on her shoes and then a feral cat actually gnawed her toe off, and Snow White screamed and my daughter was traumatized! Just thought you all should know"). I'm not saying news doesn't break, great things don't happen, and people never have a bad day---I'm just a skeptic when the post comes from totally out of the blue. And, the difficult-to-read-post makes it, well, more difficult.

Which is not to say that IF this all happened, it should be disregarded or swept away. No, no, no, no, no. If all this happened as described, Disneyland should make it right---or at least much better. But there's the difficulty---making things right is Guest Relations' job, and it is a job they do VERY, VERY well. The account of total indifference and flippancy is also hard to believe.

I'm not trying to insult or offend, honestly. I hope for mother of stitch's sake and that of her family that this difficult experience can be made positive somehow. Far and away the best way to do that, in my sometimes lunatic opinion, is to communicate with Disneyland directly. It is important to be firm but not out-of-control or emotional, and is usually best to have "demands" figured out---in other words, what is it you want? When I had upset Guests (I was not in GR, but all CMs deal with upset Guests sometimes), I often asked, "What would you like me to do?", not in a sarcastic tone, but so that I could understand what they wanted---then I could either do it, get permission to do it, or suggest another alternative. If you know what you want, then they can give you a straight answer back re whether or not they can/will give it to you.

Again, I'm trying to be helpful, not a jerk. Good luck.

 

Originally Posted By markcanada

I think the problem, from what I've heard from my brother in law who used to own a restaurant, is that there are people who have legitimate complaints. With those people, he went out of his way to make it right. Then there were whiners - people who expected "special" treatment or unreasonable demands. He would go so far, and then in no uncertain terms, he would invite them to take their business elsewhere (customer service does not equal letting your business be taken advantage of). Finally, there were scammers - people trying to get something for free which they didn't really deserve (made up food complaints, claiming they know the owner, saying they were promised a free meal for prior past service). These people, he hung up on or kicked out.

I actually think the original posters story was credible - I could see a mistake being made with a ticket. Overbooking? Yes, it happens, especially with multiple calls coming in right at the call in time. Mistakes happen. The poster also stated they went to city hall re: the ticket, to get it resolved. And looking for advice on how to resolve the Fantasmic issue. Nothing in this world runs perfectly, and she was sharing an experience that happenned with her. Why? Maybe looking for sympathy. maybe so others can learn from her experience. Maybe looking for ideas about what to do about it. She wasn't soliciting donations, she wasn't saying she will never go to Disneyland again. I think it was quite gracious of her to come on here and thank posters for their help, after the unfounded allegations being made against her. By all means, come down hard on the whiners and scammers, but was there really enough info to put her in these categories? This wasn't a Wendy's "finger in the chili" story. With 1,000's of people entering the park every day, and hundreds of people per year making reservations for Fantasmic, it is quite reasonable that occasionally a mistake gets made, and for that one family, it truly can be devastating.

 

Originally Posted By dluvsdisney

On our last trip a person in our party fell in the Disney Gallery rigth before F!-it was her own fault and she didn't blame DL. She couldn't get her F! ticket refunded at the park or her hopper. They made her call in after the fact and it took about a month and a half to get a refund. Sometimes they obviously don't refund things right away. Luckily they were very helpful and treated us great...although I suspet it was because she fell and they didn't want any talk of lawsuits.
D

 

Originally Posted By imadisneygal

Personally I am not sure a fall inside Disneyland warrants a refund of a Park Hopper AND Fantasmic! balcony seating. I think a refund of the seating is appropriate as a Guest Service gesture. But the entire Passport, no way. According to the post, the fall was the Guest's own fault. Why on earth would she need a refund of her full passport?

 

Originally Posted By Clotho

^^I was wondering the same thing? Why the full passport, exactly?

 

Originally Posted By hiddencat3

<<("I just went to Disneyland for the 73rd time this year, and my grandmother tripped on a churro, and a CM walked straight up to her and poured clam chowder on her shoes and then a feral cat actually gnawed her toe off, and Snow White screamed and my daughter was traumatized! Just thought you all should know").>>

That is just about the funniest thing I have read in a long time. I am just picturing the feral cat...which Disneyland does have a lot of. Thanks for the laugh. I had a really boring day at work.

When I worked at DL we had TGS (Total Guest Satisfaction) and boy did I have fun using that. Then they cracked down and got the "No Strings Attached" program.

Whenever a Guest complains about anything just give them a Backdoor Pass to any attraction and they go along on their merry way.

 

Originally Posted By imadisneygal

<~~~was a member of the VERY FIRST TGS team at Disneyland. And proud of it!

 

Originally Posted By tiggertoo

<<On our last trip a person in our party fell in the Disney Gallery rigth before F!-it was her own fault and she didn't blame DL.>>

Then why did she ask for her resort ticket to be refunded? Makes no sense whatsoever. Taking advantage of Disney for your own clumsiness is selfish and unethical.

*Braces for the flame*

 

Originally Posted By Ursula

^ No flamers here. I agree with you.

 

Originally Posted By RAM1984

>>My goodness fellow LPers-give the poor poster a break!
New to the boards and crucified-Welcome to LP!<<

You are so right. Makes me afraid to voice my opinions.

I just had a very bad experience at DL and the first thing I thought of was LP as a place to lick my wounds. I am still too upset about our treatment at City Hall to write about it. In answer to one of the poster's questions...YES!!things have definately changed in a couple of years. This trip was the polar opposite of a similar one three years ago.
Seems they have gone from TGS to
ZERO TOLERANCE

 

Originally Posted By imadisneygal

I think it's sad that the tables have turned back to the days when Guests received a big "no" when they come in with complaints. I do have to say, though, that even during the time that I was there there was a HUGE increase in the number of Guests who had one CM be rude to them and then expected a full refund of their passport for the day, plus passports to return again, PLUS they wanted to stay in the Park and get a few backdoor passes (and they used all of the Disney terminology with these requests!) I think the internet has had a lot to do with this because now the info is out there about the available resources and I think that the Guest Service trend may have gone too far to one side, sort of like it did with the Special Assistance Passes which were a direct result of the TGS team responding to concerns that it wasn't acceptable to break up a party to have a Guest with a disability, along with a member of their party, wait in the loading area until the rest of the party went through the queue. The SAP started to accommodate groups of 6 and it QUICKLY and regularly turned into "I have 10 in my party and if you don't let us all board together AND be first in line then you are violating the ADA." But it's not just the SAP, nor am I saying that Guests with disabilities are displaying this attitude with more regularity than other Guests. I think it's a general sense of entitlement in our society that has led to managers getting sick and tired and possibly responding cynically to complaints. What should be dealt with using a sincere apology, a thank you for your time in calling this to our attention and possibly a backdoor pass to make up for the time you took to come to City Hall, is now expected to be dealt with with free meals, merchandise, etc. The problem is that some managers are so cynical that they forget that a listening ear and a sincere apology and a promise to correct the situation is often what is much needed and much lacking. I am NOT at all saying that if you have a bad experience you shouldn't complain. And RAM1984 I have no idea what your indiviual experience was so this post is not a judgement on the validity of your concern. However, in recent years Guests have come to expect ridiculous compensation for very small incidents. Get wet on Splash Mountain? "No, a hair dryer in First Aid won't be sufficient. My child is cold and wet and needs new clothes and we need a ride back to our hotel in Buena Park so we don't have to take the shuttle which doesn't arrive for another half an hour." Those kinds of things. It's a two say street with concerns. I think that managers are more cynical and Guests are way more demanding. Ultimately, it's up to the managers to be friendly and patient and responsive. Maybe the tide will turn away from Guests demanding free things for every little concern. But if it doesn't, then management will have to get used to it and respond accordingly.

 

Originally Posted By wonderingalice

^^The hair dryer at the First Aid office is sufficient. Takes a good long time on jeans that feel like they just came out of the washing machine without even going through the final spin cycle, but it works... Trust me on that one. *L* ;-)

 

Originally Posted By imadisneygal

Yeah. Wet denim is pretty much the worst.

 

Originally Posted By RAM1984

>>And RAM1984 I have no idea what your indiviual experience was so this post is not a judgement on the validity of your concern.<<

I hope to soon be doing my trip report. I hope you will read it and judge accordingly. I was heartbroken.

 

Originally Posted By imadisneygal

I'm very sorry to hear that. As a former Guest Relations manager I'm both interested in and disheartened by your expression of sadness.

 

Originally Posted By Goofyernmost

The problem is that just because a person feels entitled does not necessarily mean that they are entitled. This foolishness has just gone way to far in recent years. The majority no longer have rights in the country only the minority. ADA although having its heart in the proper place had its head firmly planted someplace where the sun don't shine. It failed to recognise the rights of others in an effort to push through the rights of a few. It didn't take into account safety, fairness or common sense, only admission at all costs. It didn't define what constitutes need and what doesn't and to just make their life easy just says "anyone that says so, is so". Nothing more than another bureaucratic mess that needs to be thrown out and done properly.

People have come to realize that if you make a big enough posterior of yourself then you will get something extra just to quiet you down. The backlash that is beginning from those that are feeling used and abused is just starting to surface but believe me we have only seen the tip of the iceberg. In the next few years the dull roar is going to turn into some nasty stuff. The sad thing is that those that will suffer are the ones truly in need and it will be all because the "takers" in the world didn't have enough intelligence to know when they had pushed too far.

It will be ugly!

 

Originally Posted By Inspector 57

I agree that the original poster got flamed a little bit.

She took the time to make a long post in which she portrayed the Resort very negatively, but hasn't followed up with any details that might help us understand the situation better.

Perhaps she just hasn't had time. Perhaps she just wanted to hit and run. Perhaps her complaints are made up.

I'm not going to think that Disneyland failed her until I learn more.