Disney got my money for the last time

[Chef Mickey]

See, that's where you are wrong. They all work for the same property. A Guest Service CM at ANY location has to deal with complaints from all over the property.

Imagine how many customer complaints and ridculous stories/demands guests make? They can't just go around and give free entry to a ticketed event because some dude said a CM gave him wrong info. Even if she did, where does it stop? Is a comped meal in order as well bc he planned to eat at MK? How about a free night in the room and a new flight home so he can stay 1 extra day and watch Wishes the following day?

I'm being facetious of course, but the punishment has to match the crime. He got bad info. It's sucks. He could have planned better. He could have checked. He could have bought Halloween Party tickets. He could have taken the Fast Passes offered. You can't expect the world because a mistake was made. They did their best to resolve it and he walked away unhappy.

 

[raven]

The OP was staying onsite. Which means he not only received emails, but most likely a snail mail pack as well.

Expedia, Kayak and Priceline all listed Disney resort rooms available when I was on their apps yesterday.

 

[Chef Mickey]

Sorry, but Concierge level service means they SHOULD know an answer to a simple question. The person at the desk should have been able to find the correct information just as easily or more so than a customer. Disney does not get a pass from me on this one.

Ride stoppages, I agree, are inevitable. With the amount of people going through on an hourly basis, day after day, things will break, or someone will try to get out of a vehicle, etc.

I can tell you that on our last trip, the front desk clerk neglected to assign our credit card to any of our 5 Magic Bands, so when the bill came there was not way to pay for it. That caused a whole lot of confusion in the restaurant. Additionally, only 2 of the five bands would open the resort room door. I have no idea why, but it took almost 2 days for front desk to fix it. So, it's not always that people don't know how the bands work or what is included in the meal plan. Sometimes it's plain human error or a technology failure.

Maybe they did and he didn't understand? Not ever story is completely verifiable and that's the rub here. He's not going to get into a ticketed event regardless. It's just a ridiculous expectation and a slippery slope. They offered the standard low risk compensation of Fast Passes and he refused.

Throw him in with the many others that are upset. Disney is probably better off without disgruntled guests.

Disney will take care of technology errors and problems with tickets. I was a test person on Magic Bands and had a bad experience. I calmly handled it with Guest Services and got cash compensation without even asking. Difference is, I handled it post trip, professionally, courteously, and without unrealistic expectations. I've always had perfect luck with Disney fixing issues. They want to make it right, but there is a limit.

 

[rob0519]

Actually, that decision was easiest, she herself said that she doesn't want to come back. I'll give my money to another company that appreciates it's customers more.

I have to tell you, if something like this makes you never want to come back again, that is a major overreaction, one to which your are certainly entitled. I've said in multiple posts here that the Concierge should have given you better information, but honestly, the rest of your complaints are pretty much a normal day at WDW. Rides break, meals and information get messed up. It always gets fixed.

I'm sorry about the #$%@#^ fireworks, but there were other places to see them that are almost at good. Please come back and let us know what company that appreciates it's customers more will be getting your money. It doesn't matter what company it is, it cannot deliver the unique experiences that you get at WDW. I hope you enjoyed at least part of your visit. It's a real shame a few insignificant issues and in your mind one big issue ruined a multiple day trip.

 

[rob0519]

Maybe they did and he didn't understand? Not ever story is completely verifiable and that's the rub here. He's not going to get into a ticketed event regardless. It's just a ridiculous expectation and a slippery slope. They offered the standard low risk compensation of Fast Passes and he refused.

Throw him in with the many others that are upset. Disney is probably better off without disgruntled guests.

Disney will take care of technology errors and problems with tickets. I was a test person on Magic Bands and had a bad experience. I calmly handled it with Guest Services and got cash compensation without even asking. Difference is, I handled it post trip, professionally, courteously, and without unrealistic expectations. I've always had perfect luck with Disney fixing issues. They want to make it right, but there is a limit.

I'm with you completely. He's not going to get a free ticket to the Halloween party. Who really knows what the concierge told him?

I've never had a problem that wasn't corrected regarding reservations, dining, Magic Bands, etc. Sometimes the fix is quick, sometimes it takes 2 days, but it always gets fixed.

If he's going to let a ride stoppage and a dinner mishap keep him from coming back that's up to him.

 

[Pacha]

From what the OP has said so far, it seems there were solutions, some easy, some maybe not so easy, that could have made this trip a better one. I'd like to hear more details about the other things that went wrong that were briefly mentioned by the OP - Magicbands, app issues and dining issues. We're so focused on the miscommunication with the CM, when it sounds like there were really a bunch of things, not just the missed fireworks, that came together and turned the trip into a bad one.

 

[ford91exploder]

I'm with you completely. He's not going to get a free ticket to the Halloween party. Who really knows what the concierge told him?

I've never had a problem that wasn't corrected regarding reservations, dining, Magic Bands, etc. Sometimes the fix is quick, sometimes it takes 2 days, but it always gets fixed.

If he's going to let a ride stoppage and a dinner mishap keep him from coming back that's up to him.

To be fair OP noted that they saved for 3 years for this trip, One thing Disney's insane price structure has created is the expectation for the price EVERYTHING will be perfect along the lines of 'Fantasy Island'.

When things go wrong for a person who is obviously on a tight budget for the trip every fault is magnified.

Once Disney prided themselves on how every guest was a VIP at their parks and the staff was empowered to FIX things now of course things are different Disney prides itself on it's stock price, The fireworks could have been fixed with a pass to the 'Top of The World Club' and it all would have been good. Instead it seems to have devolved into a corporate CYA exercise where the guest gets the short end of the stick.

Recently it seems that 'less than magical experiences' are becoming increasingly routine at WDW and that's NOT a good thing long term.

Unf

 

[xdan0920]

(logistically that's a nightmare but whatever, they could have been sent to the Top of the World at the Contemporary).

This would have been a good compromise, you'd have made a good CM!

So...I agree. He got the wrong information from a cast member who's primary job is to deliver correct information. I get that. It sucks and Disney is 100% in the wrong. I also agree that adequate compenstation should have been to provide viewing for the fireworks (logistically that's a nightmare but whatever, they could have been sent to the Top of the World at the Contemporary).

The first part of the story I get 100%, the second part...man...I don't know. I know folks check their brains at the door, but like there's literally giant balloons that say Mickey's Not So Scary when you get to MK.

The whole story seems off, I agree. Just using what we have, I think it's Disneys fault and they could have done a little more.

It is 100% Disney's fault and the CM should be fired, blacklisted from the theme park industry, have their retirement annulled and every supervisor above her up to Bob Iger should be let go for a failure to adequately train their staff, but...man...there's a Times Guide on the desk of the Concierge. Maybe just snag one when you are done talking to the incompetent CM and give it a looky-loo?

Hmm, maybe more of a manager type then frontline.

 

[orky8]

They can't let you watch special event fireworks that cost $75/ticket because you got bad information. They could technically do anything like give you lifetime free entry, but it doesn't mean they will or should..

Um, they can't let you into a special event that would cost them $75 p/p but they can give lifetime passes. OK...

I'm not surprised by all the Disney defenders and people attacking this guy because he should have known better. But, it is the unfortunate state of things.

I feel for the OP. Disney gave you the bad information, and just because most of the people on the board know better, doesn't change the fact that this was horrible customer service. Did they at least tell you all the areas you could view the fireworks outside the park? Unfortunately you are easily replaced as far as Disney is concerned, so you won't be missed and they don't need to do better.

 

[rob0519]

To be fair OP noted that they saved for 3 years for this trip, One thing Disney's insane price structure has created is the expectation for the price EVERYTHING will be perfect along the lines of 'Fantasy Island'.

When things go wrong for a person who is obviously on a tight budget for the trip every fault is magnified.

Once Disney prided themselves on how every guest was a VIP at their parks and the staff was empowered to FIX things now of course things are different Disney prides itself on it's stock price, The fireworks could have been fixed with a pass to the 'Top of The World Club' and it all would have been good. Instead it seems to have devolved into a corporate CYA exercise where the guest gets the short end of the stick.

Recently it seems that 'less than magical experiences' are becoming increasingly routine at WDW and that's NOT a good thing long term.

Unf

The time when Disney treated every guest as a VIP is unfortunately long gone. The staff is no longer empowered to do much of anything. A creative, empowered Customer Service Manager would have probably done as you said, given the family access to the Top of the World Club. Unfortunately, those days are gone and the OP didn't seem to open to a creative solution anyway.

I still give Disney our money, but I gave up looking for magical years ago when it got harder and harder to find. It's still the most unique resort on the planet and I take what I can get from it, although at these prices it's certainly less often. As long as people keep coming through the turnstyles in record numbers the long term really doesn't matter to the current upper management.

 

[bpadair32]

Maybe they did and he didn't understand? Not ever story is completely verifiable and that's the rub here. He's not going to get into a ticketed event regardless. It's just a ridiculous expectation and a slippery slope. They offered the standard low risk compensation of Fast Passes and he refused.

Throw him in with the many others that are upset. Disney is probably better off without disgruntled guests.

Disney will take care of technology errors and problems with tickets. I was a test person on Magic Bands and had a bad experience. I calmly handled it with Guest Services and got cash compensation without even asking. Difference is, I handled it post trip, professionally, courteously, and without unrealistic expectations. I've always had perfect luck with Disney fixing issues. They want to make it right, but there is a limit.

Me too. And here is the thing, I do not expect perfection. The CMs are people, they make mistakes. If the report from the OP is accurate than a CM made a mistake. Someone at WDW should have apologized and that should have been that. I don't understand people that think a little mistake entitles them to some level of redress beyond "I'm so sorry that you were given the incorrect information".

I have found that if you are polite and calm most CMs will go out of their way to make things better. For example, one trip when we were staying DVC my young son wet the bed. Since it was not a housekeeping day, I called and asked if we could have some extra sheets and I would change them myself. I was told that it was not a problem and that they would be dropped off in the room. When we got back after dinner there were no clean sheets. I called the front desk again and was told they would be right up. About 15mins later someone showed up with the sheets, apologized and changed the bed for us. They apologized again when they saw my son crying because he was tired and wanted to go to bed. I was fine with the response, the issue was fixed and the mistake was apologized for. The next day when we got back from the park, there were two giant stuffed animals for the kids and a note from the manager of the hotel apologizing again. That was way beyond what was needed, but was a nice bonus.

To be fair OP noted that they saved for 3 years for this trip, One thing Disney's insane price structure has created is the expectation for the price EVERYTHING will be perfect along the lines of 'Fantasy Island'.

When things go wrong for a person who is obviously on a tight budget for the trip every fault is magnified.

Once Disney prided themselves on how every guest was a VIP at their parks and the staff was empowered to FIX things now of course things are different Disney prides itself on it's stock price, The fireworks could have been fixed with a pass to the 'Top of The World Club' and it all would have been good. Instead it seems to have devolved into a corporate CYA exercise where the guest gets the short end of the stick.

Recently it seems that 'less than magical experiences' are becoming increasingly routine at WDW and that's NOT a good thing long term.

Unf

And if the ToW lounge was close to capacity that night and a DVC member could not get in to watch the fireworks as they had planned because this person was given access who is not a DVC member, how should that member have been compensated? See the problem with everything needs to be fixed the way you want it fixed?

 

[pax_65]

I feel like the hard-ticket parties are more frequent than they were in the past. Maybe someone has those numbers. In any event, not being able to enjoy Magic Kingdom at night (and missing the Wishes Fireworks) diminishes the value of whatever pass I purchased. Now if I have an annual pass and go 3 times a week all year long that's one thing... if I have a 5-day pass that's much worse. But the value is diminished just the same. I'm curious if anyone buys single day passes to the Magic Kingdom on days when there's a hard-ticket party in the evening. I mean, why would you? If those tickets are unaffected and people still happily enjoy the Magic Kingdom for over $100 only to be kicked out at 7pm, then... I dunno. I guess Disney is right to take these people's money. Personally I would never pay it.

 

[ford91exploder]

Me too. And here is the thing, I do not expect perfection. The CMs are people, they make mistakes. If the report from the OP is accurate than a CM made a mistake. Someone at WDW should have apologized and that should have been that. I don't understand people that think a little mistake entitles them to some level of redress beyond "I'm so sorry that you were given the incorrect information".

I have found that if you are polite and calm most CMs will go out of their way to make things better. For example, one trip when we were staying DVC my young son wet the bed. Since it was not a housekeeping day, I called and asked if we could have some extra sheets and I would change them myself. I was told that it was not a problem and that they would be dropped off in the room. When we got back after dinner there were no clean sheets. I called the front desk again and was told they would be right up. About 15mins later someone showed up with the sheets, apologized and changed the bed for us. They apologized again when they saw my son crying because he was tired and wanted to go to bed. I was fine with the response, the issue was fixed and the mistake was apologized for. The next day when we got back from the park, there were two giant stuffed animals for the kids and a note from the manager of the hotel apologizing again. That was way beyond what was needed, but was a nice bonus.



And if the ToW lounge was close to capacity that night and a DVC member could not get in to watch the fireworks as they had planned because this person was given access who is not a DVC member, how should that member have been compensated? See the problem with everything needs to be fixed the way you want it fixed?

Being a charter BLT DVC member I have NEVER seen the ToTWL full to capacity - Perhaps it fills up on NYE , There is also the California Grill in the Contemporary - point is this could have been handled well without inconveniencing anyone and maintaining the integrity of the rules which govern hard ticket events.

 

[ford91exploder]

I feel like the hard-ticket parties are more frequent than they were in the past. Maybe someone has those numbers. In any event, not being able to enjoy Magic Kingdom at night (and missing the Wishes Fireworks) diminishes the value of whatever pass I purchased. Now if I have an annual pass and go 3 times a week all year long that's one thing... if I have a 5-day pass that's much worse. But the value is diminished just the same. I'm curious if anyone buys single day passes to the Magic Kingdom on days when there's a hard-ticket party in the evening. I mean, why would you? If those tickets are unaffected and people still happily enjoy the Magic Kingdom for over $100 only to be kicked out at 7pm, then... I dunno. I guess Disney is right to take these people's money. Personally I would never pay it.

It seems that in Fall/Winter the hard ticket events are 3-4x weekly recently

 

[G00fyDad]

If viewing the fireworks was THAT important to the OP then he should have looked at the many, many, many sources that would have given him information and made sure that he had the correct info. Instead, he relied on a HUMAN BEING that makes mistakes. It sucks, but it happens. The most he should have received was an apology. Hell, I could have checked the information myself by opening the many Disney websites that show the calendar. Websites like..... oh..... I don't know..... maybe https://disneyworld.disney.go.com/calendars/ for starters. We are only hearing one side of this story. Judging by his avatar and comments made thus far he may have gone back to the desk and tore someone a new *** and made the CM's mad. Not going to get much by doing that.

 

[jakeman]

Hmm, maybe more of a manager type then frontline.

Fire all of them. The only way to be sure.

 

[G00fyDad]

Fire all of them. The only way to be sure.

 

[raven]

They did their best to resolve it and he walked away unhappy.

Did they? Is giving a Fast Pass their absolute BEST service that Disney Guest Services provides? Because if so, that's pretty sad.

 

[mousehockey37]

Wait. We ALL missed 1 key thing.

OP said the fireworks were rained out on Sunday night.

If they Fireworks would've been cancelled, we would've had just a few threads here about it. So the OP didn't want to go out in the rain to see them.

So the show went on sans him. Disney fulfilled their end, by having the fireworks. The OP decidedto not go.

I've stood in many a wet night at Epcot and watched Illuminations because well, I wanted to see it.

 

[Matt_Black]

Did they? Is giving a Fast Pass their absolute BEST service that Disney Guest Services provides? Because if so, that's pretty sad.

The OP said FastPasses were offered. He did not say they were the only thing offered. He didn't say anything else, so we don't know what sort of compromise the Cast Members in general tried to offer.