"Red Flag" Resort Guest

Originally Posted By TDLFAN

<<The new DREAM System is now being taught ... >>

What does DREAM stands for?
Disastrous Recreational Experiences And Management???

 

Originally Posted By Spirit of 74

<<I can see rampant abuse in just about anything. Maybe I am just to naive to believe that this stuff takes on the dark tones that you imagine it will or might.>>

Don't take this as a personal slam because I'm not intending it that way, but I do believe you are VERY naive.

I have seen/witnessed/been a party to things that would make your head spin.

Power corrupts. Absolute power corrupts absolutely.

It was true in Orwell's time and it's so much more true in this information age where someone can rewrite your life with a few keystrokes.

I wish people would wake up, but I'm not optimistic.

~the Spirit knows~

 

Originally Posted By Spirit of 74

<<Why should you? Everyone else will be there for free as well... but if it was me in charge, you would not get your choice of main course. We have ways to get back at you for your freebies.. hehehe>>

That's why I try and get one of the first few rows. I'm not getting stuck with whatever's left!

My airline wanted loyalty. For the past 16 years they've pretty much had it on 95% of my flights, even when they weren't the least expensive option and even when I had to spend countless hours hanging out in Houston and Newark (back when both airports were absolute holes!) when other airlines had direct flights. Even during bankrupcy. Loyalty goes both ways.

That's something Disney could really learn.

 

Originally Posted By TDLFAN

My airline wanted (and got) a big chunk of my pay and pensions, so I will stick it to the frequent flyers as much as possibly, since they are the bread and butter of the greedy CEOs. Sorry... out of chicken, all we have is a vegetarian curry... You personal video on demand is out and not working well? Too bad for you, I just ran out of the compensation vouchers (more free milage) that I am supposed to give you for your troubles.. Sorry the crying brat and mother need more space for themselves so I am going to mover them free of charge from wretched class to business first and they will be sitting next to you.. After all, you didn't pay for your seat in this section either, right?

Muhahahahahaha!!

HORRORS!! No more colombian coffee or whiskey on board. We are saving those for the crew's debriefing!!!

 

Originally Posted By trekkeruss

<<It was true in Orwell's time and it's so much more true in this information age where someone can rewrite your life with a few keystrokes.>>

While it's certainly true that personal information security has become a major issue, if service and hospitality companies went around carelessly flagging every little complaint, they'd have no customers left to serve.

I've worked in retail for close to 30 years. Some customers have always been flagged. But it's a pattern and ATTITUDE of behavior that gets those people marked. 99% of people aren't like those chronic complainers who seem to think that the entire world relolves around them. Even if they are flagged, it doesn't necessarily mean they don't get served either... from my experience in the trenches it's only to get them service that will keep the situation under control and not have it escalate into another story for the stockroom.

 

Originally Posted By Spirit of 74

^^I'm just going to tell you that it isn't that simple at all.

I've often had to go to CEOs of companies to get simple problems handled. I loved how Gateway replaced a $3,000 plasma TV that was a few months old with a rebuilt one after having me jump thru hoops for months just to get a service advisor out to check on it and then I find out that they gave me a REBUILT one. I complain further and I am sent to the (dramatic pause) ESCALATION UNIT. The fact that what they do is against FCC regulations doesn't matter at all. Crazy. Just crazy.

And Disney? What if someone in a position of power didn't like what was written in an online forum and decided to put a note in your file so that you always got substandard service?

I wish life were as simple as so many folks believe it to be.

If a company 'flags' you, rest assured you're in for 'special' treatment (whether or not you deserve it is immaterial) and may well likely result in more complaining, which then justifies the original flagging in the minds of the 'evildoers.'

Does anyone see why this is dangerous?

I feel like I am banging my head up against a wall of big business/big brother apologists.

 

Originally Posted By Park Hopper

Okay, Spirit, we get it. It's bad. So what do we do about it?

 

Originally Posted By Socrates

Funny, I was just about to ask the same thing.

Socrates
"The unexamined life is not worth living."

 

Originally Posted By CMDad

First of all, understand this ... my "source" does not share this type of information with me, nor would I expect her to. Secondly, even if she did, do you really think I would share it with the "feeding frenzy" that this thread has become?

If anyone is that angry about any company policy - actual or perceived - you don't have to do business with them.

But then there ARE those who get their enjoyment by complaining about any perceived injustice.

 

Originally Posted By SuperDry

<<< My airline wanted (and got) a big chunk of my pay >>>

I'm sorry to hear that. Unfortunately as you know, labor is the largest cost component by far of running and airline (much higher than fuel). If market forces dictacte that revenue can't be increased (by either raising fares or increasing passenger numbers), there's really only one place left to turn if an airline is headed for bankruptcy: cost control. In an ideal world, gains could be made through increased efficiency, but there's not much room for improvement with airline flight crew (that is, you can't staff a flight with less crew). I know they try various things that come down to "work rules" to reduce per diem and overnight expenses, but that's not the only answer. I empathize with people that have been put into this position.

<<< and pensions >>>

What has gone on with pensions has been terrible. At the risk of stating the obvious, the only reason people aren't in jail is because what they've done appaently isn't illegal. But it should be illegal and if it were, people would be in jail (or hopefully would have not mismanaged things to the point of disaster). Ultimately, it's Congress whose in charge of the oversight. I was going to say "and they were asleep at the switch" but I think what has been allowed to go on with corporate pensions has been done in part by people that should have known and probably did know better. I know there have been some reforms put in recently (by people acting as if they are knights in shining armor when in fact they were the very people that allowed it to happen in the first place), but I suspect that they are just window dressing. After all, the incessant drive to Increase Shareholder Value hasn't suddenly gone away, and left unchecked that will always cause things like this to happen.

 

Originally Posted By SuperDry

<<< so I will stick it to the frequent flyers as much as possibly, since they are the bread and butter of the greedy CEOs. Sorry... out of chicken, all we have is a vegetarian curry... You personal video on demand is out and not working well? Too bad for you, I just ran out of the compensation vouchers (more free milage) that I am supposed to give you for your troubles.. Sorry the crying brat and mother need more space for themselves so I am going to mover them free of charge from wretched class to business first and they will be sitting next to you.. After all, you didn't pay for your seat in this section either, right? >>>

This is a textbook example of why in my opinion cabin crew should not have access to the booking class of the passengers. If they don't know who paid full fare and who's on an award ticket, then there's no chance of them doling out retribution for the perceived wrongs of people deemed to be freeloaders (which inevitably leads to a further downward spiral to the carrier's business). But that's just my opinion.

 

Originally Posted By SuperDry

<<< You won't get your free-loading miles if you don't pay the $39 fare you know... (and I know you DO) >>>

If you only knew the extent of the freeloading! Actually, I rarely pay the low fares. I'm usually at either end of the spectrum: paying full fare or close to it, or on an award ticket. Domestically, the fare structure now for full fares has been quite reasonable in the last couple of years, and I have no problems paying for them, both in terms of the flexibility they provide and to get better service on a full-service carrier.

 

Originally Posted By idleBrain

We've been accumulating miles for eons, and use them for upgrades only. We've never flown on a freebie from burning miles. And the tickets being upgraded are far closer to full fare than the $39 special TDLFAN mentioned.

I have nothing but the greatest respect for the crew on our UAL flights, especially those crew members based here at SFO. The work is demanding, and the compensation stinks, for the most part. And don't get me started on the pension fiascos hitting the industry now. Nothing short of legalizing crime, in my book.

I can understand how you feel, TDLFAN, about certain passengers and their expectations. But please be aware that many of us flying on upgrades are empathetic towards the problems, and think twice before hitting the call button, if at all.

Not everyone flying today is like those losers on that reality show, "Airline." If I had to deal with customers like that every day, I'd run screaming onto the tarmac and set my hair on fire.

=8^0

 

Originally Posted By trekkeruss

<<My airline wanted (and got) a big chunk of my pay and pensions, so I will stick it to the frequent flyers as much as possibly, since they are the bread and butter of the greedy CEOs. Sorry... out of chicken, all we have is a vegetarian curry... You personal video on demand is out and not working well? Too bad for you, I just ran out of the compensation vouchers (more free milage) that I am supposed to give you for your troubles.. Sorry the crying brat and mother need more space for themselves so I am going to mover them free of charge from wretched class to business first and they will be sitting next to you.. After all, you didn't pay for your seat in this section either, right?>>

You're either illustrating perfectly why Spirit is afraid, or you're pulling our chain since you've told us inumerable times how you have many commendations for your stellar service and that you always give your best. I can guess though that you won't tell us what is fact and what is fiction.

 

Originally Posted By RoadTrip

I know that a Disney Resort is a Disney Resort, and that a guest expects good service wherever they are. And there is absolutely no excuse for something like losing a reservation no matter where you are staying.

On the other had, just what level of service can you reasonably expect for your $89 at the All Stars or Pop Century? At that price if Disney gives you a clean room and a bus to the parks they've filled their part of the bargain as far as I'm concerned (and yes, I have stayed several times at the All Stars).

Now if you are paying $300+ per night at the Yacht Club or Grand Floridian I think you should be able to expect a high level of service and certainly have a right to complain if you don't receive it.

 

Originally Posted By RoadTrip

^^^
I know my opinion will probably attract a fair amount of flack. But let's face it... where are you going to get better service; at a Super 8 or a Four Seasons hotel? Why should it be any different at Disney?

 

Originally Posted By Spirit of 74

<<Okay, Spirit, we get it. It's bad. So what do we do about it?>>

I'm really not sure ... but I do know just ignoring it will allow more and more invasive intrusions into the privacy of guests/consumers.

The fact people would defend a national blacklist for anything scares the pooh out of me.

 

Originally Posted By Spirit of 74

<<First of all, understand this ... my "source" does not share this type of information with me, nor would I expect her to. Secondly, even if she did, do you really think I would share it with the "feeding frenzy" that this thread has become?>>

I don't know. I am just trying to find out what 'lists' Disney keeps. I suppose I could always just offer a lowly, lonely CM $100 and see what happens to come up.

And I think the term 'feeding frenzy' leaves the conotation that we're a bunch of sharks looking for blood in the water. I'm trying to find out how easy it would be for Al Weiss or someone at the exec level to slip something into an individual's file if he didn't like them personally or ... say, what they've posted on fan sites ... to ensure they were always treated poorly and given suspect treatment.

I think it's a very fair question.

And I wouldn't expect any different answer from you (at least on LP.com) if your child enjoys employment with the Mouse as they know exactly who she is.

<<If anyone is that angry about any company policy - actual or perceived - you don't have to do business with them.>>

I'm angry at the way a lot of companies do business. Some I have little choice in doing business with. I happen to greatly enjoy many of the creative products produced by TWDC and am also a holder of considerable stock, so would you suggest I don't visit Disney parks if I don't like the idiots who run them? TWDC is forever. Idiot execs come and go.

<<But then there ARE those who get their enjoyment by complaining about any perceived injustice.>>

Yes. There certainly are many of those. I am hoping you're not grouping me into that category.

We have become a society of victims, which is frankly what big business wants. Everytime an old lady gets millions from McDonald's for spilling hot coffee on herself, lawyers for companies like that smile because they know when they do something that truly victimizes innocent people that judges (and juries, if it gets that far) will be quick to just assume the victim is 'an operator.'

 

Originally Posted By Spirit of 74

<<You're either illustrating perfectly why Spirit is afraid, or you're pulling our chain since you've told us inumerable times how you have many commendations for your stellar service and that you always give your best. I can guess though that you won't tell us what is fact and what is fiction.>>

I think TDLFAN is just kidding to a large extent. And with what's going down in his industry, I understand the anger.

But the reason the American airlines are in the shape they're in has little to do with rewarding their best customers and much to do with terrible management decisions that have cost the industry billions.

Your underlying point, though, is exactly what I'm afraid of. What if you fly XYZ Airways and have an awful experience where at the very least compensation is due, if not legal redress? And what if instead of any fairness you're met with hostility and harrassment from the company and its reps in the exec offices? And what if the airline is the only major carrier at your local airport that flies where you need to go, but a note was inserted in your file that this 'is a bad customer ... do NOT do anything for them other than DISCOURAGE future patronage by being as stern as possible and placing obstacles in their way to get from Point A to Point B comfortably and quickly ... '?

See ... what would you do then?

And how would you know it was there?

And everytime you flew you just happened to run into more difficulties?

And you complained, which justified (to them) the note they put in to begin with?

I can't imagine why anyone wouldn't see the inherent harm and possibilities for abuse in this.

 

Originally Posted By Spirit of 74

<<I know my opinion will probably attract a fair amount of flack. But let's face it... where are you going to get better service; at a Super 8 or a Four Seasons hotel? Why should it be any different at Disney?>>

It shouldn't be.

But I think while amount/level of service and amenities should certainly be higher at the Yacht Club compared to the All Stars, it NO way means you should be treated from a guest services standpoint any differently.

Disney is Disney.

The reputation is supposed to be that of the best. ... You exceed guest expectations whether you're paying $59 a night or $359. That doesn't mean the experience is the same ... just that the treatment is.