I do understand that the pandemic is an issue and staffing is also an issue. But after watching guest after guest after guest asking when a fave character could be seen and watching them being turned away and away and away without being given answers - and dealing with the same myself, when I'm only there to see the characters who are my reason for going to that park - and the CM's refusing to say when or where a character may be found - or if they're already gone for the day entirely - frankly that is lousy customer service.
It's like going to McDonald's for the fries and being told they have no idea if or when they'll be available nor at which counter you could order them or if they even have fries left at all. Sooner or later, no matter how much you're craving those fries, you say heck with it, I'm going to Jack in the Box.