A Totally Baffling Policy

[fillerup]

I finally managed to misplace my phone a few days ago at Epcot. I left it sitting on the wall of a planter in the AA courtyard.

I noticed it was missing about ten minutes later and immediately had my wife call my number to see if we could track it down. Isn't that what most everyone would do?

It went to voice mail eventually so I had her call it again right away. The woman who answered said it was in the AA gift shop. I headed over, the CM asked me for the model and description which I gave her and voila - I had my phone back.

I then asked the CM if she could point out who turned it in so I could say thanks. She looked around and pointed to a woman in the courtyard and said "She's the one who answered the phone".

I headed over, thanked the woman for her honesty and for turning my phone in. She told me she hadn't turned it in but had been paying for something at the counter when my phone rang. She said the CMs were just sort of staring at my phone and she asked them if they were going to answer to which they replied they "weren't allowed" to answer a lost phone any more. So when it rang the second time, this guest answered and spoke with my wife.

Curious, I headed back to the shop and asked the CMs about this and they told me they weren't allowed to answer lost phones anymore because of "guest complaints". Really? Seriously?

Is TWDC so risk averse at this point that on every tiny aspect of operations so that good guest service is always going to come in second to playing it safe?

Ridiculous.

 

[Tom]

I agree - that doesn't make a lot of sense. You can't harm anyone or damage anything by answering a phone.

 

[ABQ]

Could it be that the guest complaints are from ill informed guests who see cast members on a mobile phone and wrongly assume they are just chit chatting away on personal matters and not looking to assist someone who lost their phone?

 

[Disneydreamer23]

You know unfortunately, some people are made to B**** and complain. I would have loved for some one to answer my phone if I misplaced it some where to help me find it, unfortunately people may say different.

 

[Berret]

I can see where Disney is coming from. There are most certainly privacy concerns regarding answering someone else's phone. Depending on the type of phone and security settings(or lack thereof), you might be able just open the phone and have access to everything stored on it, and potentially other things stored online or the cloud or what have you. Also, you really have no idea who is on the other end of the line. Just because a phone is left around, whether forgotten on purposefully, its ringing doesn't necessarily mean it's the owner trying to call from another number. It could be anyone calling, and protected information could be learned by picking up someone else's phone. I completely get that you want your phone back, and I'm very happy that the guest picked it up and answered it, but I can totally see Disney's position and why they would make such a policy.

 

[anchorman314]

Maybe Disney is just trying to prevent the following from happening?

Husband goes with a group of friends to WDW and misplaces phone.
Wife happens to call while he's searching for the phone.
A female CM answers the phone.
Husband never goes on vacation again.

 

[NonnaT]

Maybe Disney is just trying to prevent the following from happening?

Husband goes with a group of friends to WDW and misplaces phone.
Wife happens to call while he's searching for the phone.
A female CM answers the phone.
Husband never goes on vacation again.

Lol!!!

 

[EpcoTim]

They've probably seen to many Liam Neeson movies and out of fear for a long, drawn out kidnapping and rescue scenario, they just refuse to answer. I totally get and respect that.

 

[Misterdcp]

I agree it's a strange policy, but I can see where WDW is coming from. I would think it's most likely a privacy concern

 

[Electricsoup]

I can see it even if I don't like it. It's certainly not the most outlandish risk adverse thing I've seen lately - a (non-Disney) restaurant wouldn't give me a band aid for my son because it was against policy.

 

[JIMINYCR]

CM guidelines
These are the guidelines you will follow when you are working.
Personal Electronic Devices
Cellular phones and other digital assistants may not be used on stage during work hours. These items must be concealed from view and operated on silent mode if carried. Company-issued cellular phones will be allowed if they are required for a specific business need.

So a CM seen on a cell might be called on going against policy even though they are helping a guests reunite with their cell. There are places for lost & found items in the park for guests to check for.

 

[buseegal]

granted not Disney but at the small park I work at answering that phone could get CM fired for having phone on stage. not sure that anyone would answer. this is also true for lost kids, child having a number to call if lost will not help as no one has phone to call with and phone in larger stands only call in park, no outside line. phone would just go to Lost and Found at end of night

 

[weird]

granted not Disney but at the small park I work at answering that phone could get CM fired for having phone on stage. not sure that anyone would answer. this is also true for lost kids, child having a number to call if lost will not help as no one has phone to call with and phone in larger stands only call in park, no outside line. phone would just go to Lost and Found at end of night

Does that mean the child will also go to the Lost and Found at the end of the night?

 

[DManRightHere]

Could it be that the guest complaints are from ill informed guests who see cast members on a mobile phone and wrongly assume they are just chit chatting away on personal matters and not looking to assist someone who lost their phone?

This is my thoughts too. I've worked at a theme park and no one except area managers were allowed to have phones.

 

[DManRightHere]

I can see it even if I don't like it. It's certainly not the most outlandish risk adverse thing I've seen lately - a (non-Disney) restaurant wouldn't give me a band aid for my son because it was against policy.

I believe it, and it's America's fault, as everything is everyones else's fault. It turns into "he needed a band aid, the injury was caused by the restaurant, we have to fill out an incident report or we can be sued".

 

[LilWalt]

On our trip this past February, we found a phone left on a bench in EPCOT. We told a worker and he said he couldn't touch it. Finally some managers walked by and they took it. Crazy policy they have for some things.

 

[FettFan]

I agree - that doesn't make a lot of sense. You can't harm anyone or damage anything by answering a phone.

Unless you happen to be Liam Neeson. Then all bets are off.

 

[kfergdisney]

They've probably seen to many Liam Neeson movies and out of fear for a long, drawn out kidnapping and rescue scenario, they just refuse to answer. I totally get and respect that.

"I don't know who you are. I don't know what you want. If you are looking for ransom, I can tell you that I don't have money. What I do have are a particular set of skills. Skills I have aquired over a very long career. Skills that make me a nightmare for people like you. If you let my phone go now, that will be the end of it. I will not look for you, I will not pursue you. But if you don't, I will look for you, I will find you and I will kill you."
That should scare someone.

 

[Hockey89]

Maybe Disney is just trying to prevent the following from happening?

Husband goes with a group of friends to WDW and misplaces phone.
Wife happens to call while he's searching for the phone.
A female CM answers the phone.
Husband never goes on vacation again.

F: Husband should grow a pair and go on vacation anyway....

 

[Berret]

As I said in my previous post, I see where they're coming from. Having said that, if you're going to be mad at someone about the policy, be mad at the management team who implemented and enforced it. Don't get mad at the employees who have to follow it and don't have the authority or ability to do anything about it or act against it, even if it's for the customer's benefit.