I was partly inspired to share this experience I had almost exactly a year ago (March 2018) after reading some other posts about rude cast members or other interactions (especially the Flower and Garden Festival 2004 incident thread). I mean, it was a year ago and I know it might be redundant to share now, but since it was the most vicious experience I ever had with a cast member, I couldn't help but post it here after recently joining this forum- and am curious if anyone else has ever had a similar experience.
Following is an slightly abridged (to keep the main gist for this forum) version of the email I sent to WDW Guest Communications which explains the whole encounter. I know it is very wordy, but I was pretty spun up about it at the time and wanted to convey the entirety of my feelings in regards to the incident.
After doing some research, it appears that they had been doing this type of security check at the TTC for at least a year before March 2018, and I had indeed visited within that time before (just once), but it had been long enough that I had forgotten the procedure, hence my reaction to the situation.
Interestingly, in the last year I've been visiting WDW, I've had great experiences with security guards, and it almost seems as if they make a conscious effort to be more friendly- I've had several bag checkers joke around with you, and they even have guards waving to guests walking back to the parking lot at the end of the day.
Dear Walt Disney World Guest Communications,
I hope you hear my input and take it into consideration to make sure
the described incident does not happen again.
I always appreciate/applaud friendly cast members/workers in the parks.
I understand what it is like to work with the public. I have worked in fast food,
grocery store, customer phone service, and retail. I know what it is like to deal with
rude customers. I have been brought up with and try to live the ideal of "a gentle
answer turns away wrath." So many conflicts I have observed could
have been so easily prevented if words had been calmly voiced rather
than in an aggressive or belligerent manner.
I know that to work at Disney, cast members/workers have to deal with a constant
flood of people that try to break the rules, are not informed of the rules, and
think the rules don't apply to them. I know this can be very stressing and taxing
on someone 24/7.
On March 11th, 2018, I and my parents came to the TTC to get
on the monorail to go to Epcot. At approximately 9:30am we were going through security
to get into the TTC. I had a small camera case and a plastic bag with some
clothing items inside. I went through the bag check with no incident. While
I was in bag check, I noticed that just beyond there were metal detectors that
people were going through. Being partially distracted with the bag check,
I didn't notice that not everyone had to go through the metal detectors and
various people were selected randomly by a security guard. I expected I was going
to have to go through the metal detectors- part of this thinking was due to the fact
that I had flown recently and was used to doing both the bag check and metal detectors
at airport security.
So there were two lines to go through the metal detectors, and the one that came out on
my side was a lot more full than the other one on my right. I figured it would be more
efficient to get in line for the metal detector on the right. I walked over there, and
right as I was getting into the line, one of the security guard men came over to me,
got close to my face, and said in a raised, very angry voice: "DID I CALL YOU TO COME
OVER INTO MY LINE!?" The body language, tone of voice, and intrusion right into my
physical distance of comfort made me think I had done something much more wrong than
just getting in line for a security check. I was tongue tied trying to figure out what
was the matter. I still thought EVERYONE had to go through the metal detectors, so I
thought that maybe he was mad at me for trying to go across into the other line since it
wasn't on the side I came out from the bag check. I wasn't sure what I was supposed
to do, the security guard then continued in an aggressive, loud, tone reprimanding me-
he said something to the effect of "YOU NEED TO TURN 5 FEET TO THE LEFT AND GO
15 FEET FORWARD!" I was so shaken up and confused that my mind was frozen. I couldn't
make sense of what he was saying. I was mortified to leave without going through the metal
detectors, and I didn't want to get yelled at more or get into worse trouble for evading security.
At this point he had gotten me to move over to the center in between the metal detectors, but I still
didn't understand, and I tried to walk back into the line, and he again aggressively spouted to me
something to the effect of: "BUD, GET OUT OF HERE AND GO OUT THERE!!!" I finally
understood what he meant and quickly exited in between the two metal detectors.
I was very shaken up to have been yelled at in that manner in front of everyone. I felt
as if he acted like I was willingly trying to cause trouble and he was on the verge
of taking more drastic measures with me.
I suppose that due to dealing with "out of line" guests all the time, this security guard snapped and
vented out pent up anger and frustration. All he needed to do was tell me in a normal tone of voice:
"Hey there, you don't need to go through the metal detectors unless you are called to;
go on ahead and exit through here" (and point/motion where to go).
I know security guards need to act strongly much of the time to deal with security
concerns and imply a presence. But with me, I was simply a guest who did not
understand a very simple procedure. I don't think I ever spat out 2 words and
was completely calm and expressed no emotion (besides confusion) during the ordeal.
There is absolutely no problem with giving orders/direction with guests in a firm manner
if necessary, but anything with anger, rudeness, or aggressiveness I believe is completely
uncalled for when the guest is compliant and simply confused needing calm,
clear direction. A further worry of mine would be for this security guard to lash out in such a
manner to a guest who has a mental condition that could possibly terribly upset or tip over the
edge such an individual.
I know what it is like to inwardly become frustrated with customers, but I never
let my emotions spill out to lash out at someone like that.
For a good portion of the time after this incident, I was fairly shaken up
and had trouble enjoying everything fully. I have always been a very
sensitive person, and this really affected me.
I really wish I could express to this security guard how he made me feel and that
the situation could have been resolved much easier if dealt with in a better way. To
him, I was just a nameless, incompetent, tourist whom he had no problem lashing out
pent up anger and frustration to.
I really hope your company stresses to all workers to not let their emotions or egos get
the better of them and lash out in anger at guests- especially those who are trying
not to cause trouble in the first place. To have an encounter
like this on my holiday was very discouraging.
Sincerely,
Matthew ***
__
Following I did get an email from someone in "Guest Experience Services" with an appropriate, yet somewhat canned response saying that they deeply value the telling of my experience at the "Bag check area of the Ticket and Transportation Center (i.e. insert keyword here), apologize that this cast member didn't uphold their high standards, reassure that my feedback would be "forwarded to the appropriate leaders," and that they will make sure to respect guests while keeping their number 1 priority of safety....
At the time, I was fairly satisfied and happy that they even replied, but reading over the response again a year later, I feel maybe just a little miffed of it being not the most personal. Still, I suppose someone had to read it for them to know what kind of response to send back, and since I've had positive experiences with security members since that time, I at least like to hope that my comment maybe had a part in helping there be a noticeable effort for security members being more friendly nowadays.
