Dwarful
Well-Known Member
We recently returned from a full two week vacation at WDW 07-26 to 08-09. We stayed pref. room at Movies..mostly so we could do a full two weeks and stay within a reasonable budget. We had some minor issues, but nothing that really put us off "vacation mode". UNTIL Tuesday August 5th. We had a late night Monday and decided to sleep in on Tues. and then head over to Typhoon Lagoon around 10 AM.
At 10 AM we got to the bus stop for TL and found about 20 people waiting. We got in line, let the girls sit in the shade until the bus arrived. Talked to others in line for a while. After some discussion and some serious sun/heat we checked the time. 10:20 AM and the first few people went inside to check on the buses. Several buses were running everywhere BUT TL/DD. We were told the buses would arrive soon...good thing as the line had grown considerably.
Fast forward 20 minutes later...still no buses to TL/DD. Numerous people went inside to complain. No one was working outside (but we saw CM's outside for the rest of our trip). I finally stopped a bus going to MK and asked if they could call someone and get us a bus or two.
At 11 AM someone went inside and brought out the manager on duty. I won't put her name down here, I'll call her Manager "A" This woman did not seem to have the Disney spirit. Yes, she was met with numerous complaints of "Where is the bus?" It was her reply and demeanor that really burned me up. She said to us and I quote "Disney is not obligated to provide transportation at any specific time periods. They strive for 20-40 minute intervals. It is a free service you do not pay for. If you do not like what Disney is giving you for FREE (her 'stress' not mine) you certainly are able to rent a car or hire a taxi. Otherwise you will need to wait here for the next available bus" This made her the most unpopular CM I have ever seen. Enough so, that many people were asking for her name.
I was still a bit peeved after a day at the water parks. I sent my husband and girls back to the room and went to the front desk to get info on making a complaint. When I went to the front desk I explained I wanted the mailing address for a formal complaint. The CM inquired if they could help. I explained the situation in detail. They went and got the Manager, Manager "B". The manager "B" made a few phone calls. I was informed that there was a breakdown in the transportation at the values that day. They did acknowledge that more than one group was left waiting for 60 mins+. The manager offered us a one time use FastPass for any attraction at the park of our choice. I thanked them, but declined the offer. I explained that I was a repeat visitor and I know buses may break down. It wasn't the length of time that bothered me it was the Managers attitude towards the guests. Being told to rent a car or 'stuff it' isn't exactly the high standards Walt strove for. We drove from Illinois and honestly if we had known it would be more than an hour we would have driven to TL.
By the time I got to our room "Manager A" was on the room phone explaining to my husband "how sorry she was for the serious miscommunication. She never meant to be offensive, but people complain about the buses everyday and rarely are the wait times they say, the true wait times. By the time she investigated the matter and acknowledged it to be true a bus had arrived and taken us all away!" She then offered us the same one time use Fastpass.
I have written a more appropriate letter to WDW at the mailing address provided by the resort. I don't want any compensation. I do want them to know about this poor experience so they can help prevent it from happening again.
At 10 AM we got to the bus stop for TL and found about 20 people waiting. We got in line, let the girls sit in the shade until the bus arrived. Talked to others in line for a while. After some discussion and some serious sun/heat we checked the time. 10:20 AM and the first few people went inside to check on the buses. Several buses were running everywhere BUT TL/DD. We were told the buses would arrive soon...good thing as the line had grown considerably.
Fast forward 20 minutes later...still no buses to TL/DD. Numerous people went inside to complain. No one was working outside (but we saw CM's outside for the rest of our trip). I finally stopped a bus going to MK and asked if they could call someone and get us a bus or two.
At 11 AM someone went inside and brought out the manager on duty. I won't put her name down here, I'll call her Manager "A" This woman did not seem to have the Disney spirit. Yes, she was met with numerous complaints of "Where is the bus?" It was her reply and demeanor that really burned me up. She said to us and I quote "Disney is not obligated to provide transportation at any specific time periods. They strive for 20-40 minute intervals. It is a free service you do not pay for. If you do not like what Disney is giving you for FREE (her 'stress' not mine) you certainly are able to rent a car or hire a taxi. Otherwise you will need to wait here for the next available bus" This made her the most unpopular CM I have ever seen. Enough so, that many people were asking for her name.
I was still a bit peeved after a day at the water parks. I sent my husband and girls back to the room and went to the front desk to get info on making a complaint. When I went to the front desk I explained I wanted the mailing address for a formal complaint. The CM inquired if they could help. I explained the situation in detail. They went and got the Manager, Manager "B". The manager "B" made a few phone calls. I was informed that there was a breakdown in the transportation at the values that day. They did acknowledge that more than one group was left waiting for 60 mins+. The manager offered us a one time use FastPass for any attraction at the park of our choice. I thanked them, but declined the offer. I explained that I was a repeat visitor and I know buses may break down. It wasn't the length of time that bothered me it was the Managers attitude towards the guests. Being told to rent a car or 'stuff it' isn't exactly the high standards Walt strove for. We drove from Illinois and honestly if we had known it would be more than an hour we would have driven to TL.
By the time I got to our room "Manager A" was on the room phone explaining to my husband "how sorry she was for the serious miscommunication. She never meant to be offensive, but people complain about the buses everyday and rarely are the wait times they say, the true wait times. By the time she investigated the matter and acknowledged it to be true a bus had arrived and taken us all away!" She then offered us the same one time use Fastpass.
I have written a more appropriate letter to WDW at the mailing address provided by the resort. I don't want any compensation. I do want them to know about this poor experience so they can help prevent it from happening again.
