This goes back to the inherent unfairness that this process is diviiding on-site and off-site guests in such a remarkable way. I am in the camp that they will eventually allow everyone to use their smartphones whether staying onsite or off-site, but in the meantime....
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Fastpass Plus Mess
- Thread starter Yobogoya
- Start date
Lord_Vader
Join me, together we can rule the galaxy.
The CM has some leeway with your return times and can easily override the system to allow you to use an expired FP+ reservation but you have to speak to them about the issue that caused your delay, we found the CMs to be very helpful.
Cesar R M
Well-Known Member
maybe an excuse for something else?
aka "pooh is composing himself in the bathroom.. so better make an excuse about fastpass pronto!"
I have always had similar experience with CM's. This trip, there were many more opposite interactions. As an example, at Space Mountain, the CM wouldn't even hear what I ahve to say: "sorry if it's not green, I can't let you go." this was an extreme example but it was far closer to the norm for me, and I am always friendly and respectful to CM's. However, the biggest example was what I noted in my initial post:
their ipads didn't work so I got stuck at a fastpass kiosk for approxiamtely 45 minutes and got locked out of enchanted tales by the time they were able to register my cards. I had to get to a 4th level supervisor to help me get things squared away. I was told "sorry these are the new rules" by a junior level person, the fastpass kiosk supervisor, and a guest services supervisor." Only after the guest services supervisor called his supervisor was he told that an exception could be made since they had so much trouble with my cards, and that these were the type of glitches they were trying to identify and fix.
their ipads didn't work so I got stuck at a fastpass kiosk for approxiamtely 45 minutes and got locked out of enchanted tales by the time they were able to register my cards. I had to get to a 4th level supervisor to help me get things squared away. I was told "sorry these are the new rules" by a junior level person, the fastpass kiosk supervisor, and a guest services supervisor." Only after the guest services supervisor called his supervisor was he told that an exception could be made since they had so much trouble with my cards, and that these were the type of glitches they were trying to identify and fix.
Redhawk
Well-Known Member
My feeling is that when guests experience these actual glitches and end up wasting a lot of their time just trying to get the system to work properly, then a supervisor-level CM should be "magically" rewarding their patience with an extra FP. It's not the guests' fault that Disney is still in "testing" mode with this. If you spend extra time at a kiosk when you shouldn't have to due to their system failures, you ought to be rewarded for helping them "identify and fix" the problems.
durangojim
Well-Known Member
In the past, when we've had issues like this (although not with FP+) we would usually stop by guest relations and I would explain what happened, that I love Disney, and I just want to help them live up to guest expectations. I've never not received some kind of compensation in terms of an extra FP or something else. Many times it seems like the type of attitude a guest comes in with can determine what the outcome will be.
Agree 100 percent-which is why I am pointing out how different this time around was for me at least as illustrated by my story. You'll have to take my word for it that I am a nice and cordial guy that doesn't lose his cool, and that I was very respectful. That is what made several of my experiences so infuriating
durangojim
Well-Known Member
More $$$$$$$$$$$$$$$$
Also don't forget that the guests at DL are comprised of much more locals than WDW. Eventually MDE wil probably come to DL once it's been tested thoroughly at WDW. The idea behind MDE, FP+, and MB is to entice guests (primarily first timers) to stay at a WDW resort and not leave. For people staying in the resorts I think FP+ has worked pretty well, most of the complaints are from people who don't stay at the resort. I'm not saying it's fair but you definitely get a different experience staying onsite vs off.
stevehousse
Well-Known Member
DL has way too many annual pass holders and locals that go there so this new system would never work there.
Wdw on the other hand, is a full fledged resort property with about 20 resorts that they need to fill. MM+ is all about making wdw more money and to offset the low resort attendance. U want perks, u need to stay at one of our resorts. They want u to plan your whole day so u don't end up leaving one of their parks early and go to one down the street. The more time u have planned in a Disney park, the more you r opted to probably spend!
durangojim
Well-Known Member
Didn't mean to imply that you were anything but. Really stinks that you had all those bad experiences. Hopefully Disney can make it up to you after they read your letter (I think you mentioned you wrote to them).
Pixie VaVoom
Well-Known Member
"I'm a little skeptical on just holding you there for that long without any movement just in case FP comes along. The post merge line would have had to move a little bit to at least let your line inch a long. There are some other factors that you might consider, what if the ride had a temporary stop. Both lines are going to stop moving in that case, and unforuntatly FP backups do mean longer waits for standby. Leaving that gap may have helped ensure the backup wouldn't get as bad. Another thing is that many attractions have a post merge "fill to line". It's an invisible point in the post merge line that they fill up to make sure that the merge point doesn't get too congested and helps ensure that the FP wait is equal post merge for everyone. In any case, FP will move faster as it should. If you had a Fastpass, you'd want to ensure that the ride delivered upon their promise of little or no wait. New policies are trying to ensure that ratios, waits, and experiences (Both FP and standby) are more in line with all attractions so that guests don't feel like one attraction does things differently.[/quote]"
I have a little input for the "Queue issues", not sure it will help, but hey. I was at the parks with my DH last week - first time ever for him and first trip in a decade for me. We also stayed off-site. I have a timeshare, and didn't want to trade off my fully furnished apartment with jacuzzi tub. I bypassed the VERY first FP+ Kiosk stations, walking up to the second ones instead - and never waited more than about 10-15 minutes for help at any park all week. Anyway, We did MK for 2 days last week, and I noticed a large number of Cast Members with "new employee' ribbons on their badges - they said something cute like "I'm earning my EARS". Anyway - DH and I decided to go standby line for the 'Haunted Mansion' - one of my favorites. We had a "new CM" actually do the EXACT OPPOSITE of the above with us. We were obviously in the standby line, and they merged a cluster of about 20 of us past most of the "stand by" queue and right into the stretching room!!
I would be very apt to attribute some of the stressors last week to new employee training. Like I said there were a LOT of Badges with those ribbons.
I have a little input for the "Queue issues", not sure it will help, but hey. I was at the parks with my DH last week - first time ever for him and first trip in a decade for me. We also stayed off-site. I have a timeshare, and didn't want to trade off my fully furnished apartment with jacuzzi tub. I bypassed the VERY first FP+ Kiosk stations, walking up to the second ones instead - and never waited more than about 10-15 minutes for help at any park all week. Anyway, We did MK for 2 days last week, and I noticed a large number of Cast Members with "new employee' ribbons on their badges - they said something cute like "I'm earning my EARS". Anyway - DH and I decided to go standby line for the 'Haunted Mansion' - one of my favorites. We had a "new CM" actually do the EXACT OPPOSITE of the above with us. We were obviously in the standby line, and they merged a cluster of about 20 of us past most of the "stand by" queue and right into the stretching room!!
I would be very apt to attribute some of the stressors last week to new employee training. Like I said there were a LOT of Badges with those ribbons.
Cesar R M
Well-Known Member
because they do not have a huge array of hotels that need to be feed/filled with customers at all costs?.
ford91exploder
Resident Curmudgeon
Agreed, But this would involve empowering CM's which TDO does not believe in, If it did not require so much CAPEX I think WDW would have replaced all the CM's with Sony ASIMO robots because then TDO could have the employees it really wants mindless drones which never deviate from corporate policy.
ford91exploder
Resident Curmudgeon
No It's deeper than that, DW and college chum were staying at SSR for a girls weekend, Smoke alarm malfunctioned in building twice necessitating evacuation both times - basically stayed in car all night, DW wanted room cost comped best desk could do was a $50 buck gift certificate Note that this was a Deluxe Resort SSR to be specific so several hundred dollars per night.
This is the NEW Disney. I travel for business - Hilton gave me a $50 card because housekeeper left basket of CLEAN sheets and towels on couch in my suite once. The towels were just 'bad show', The fire alarms prevented use of room. But it nicely illustrates Disney's attitude toward guests just sheep to be fleeced. It also shows Hilton's attitude ie Quality trumps all
RSoxNo1
Well-Known Member
I want to believe that all the negativity surrounding Fastpass+ will result in changes, but I feel there's been a lot of negativity around the parks in general over the last few years that hasn't resulted in change. For me personally, Fastpass+ has been far and away the biggest gripe, but I wonder if the masses feel the same way.
For those keeping track at home, this is the first time in 5 years that I don't have a single component of a Disney trip booked.
GoofGoof
Premium Member
In my opinion ADRs are far more restrictive than FP+ reservations. Once I'm locked into a park with my ADRs most of the spontaneity is gone. Making 3 ride reservations doesn't really impact my ability to be spontaneous.
durangojim
Well-Known Member
When was this? In the summer of 12 we were staying at the poly. When we checked in and went to our room there was yellow liquid in the toilet. I immediately called the front desk and without asking they offered to comp me 1/2 a nights room or switch the room. I took the discount and the room was cleaned within 30 mins.
Last spring I had an issue at a deluxe. Disney called me at home after my stay and paid for my wife and I to stay at another deluxe in a concierge water view room for 4 nights and put us on a VIP list so whenever we stay at that resort we get upgraded to concierge. Not all if their service is bad, I'd say my experience has been exemplary.
Your experiences are really troubling though. Does Disney still offer customer service classes, because if so, it sounds like some of their CMs need to take them.
JerseyDad
Well-Known Member
....there has been a distinct and noticeable decline in Customer Service ...at WDW ....from the way that it had been ...over the past 3 years. Now ...is it coincidence ...or was it a different mode of training ...to wean guests off the "we expect the world ...and you will provide it" attitude? It's as if a new corporate 'line' has been drawn for employees to toe ...because the bottom-line is all that matters now.
....5 yrs ago ..at POP ...my wife was holding onto the hinge side of the bathroom door frame ...when youngest daughter started to close the door. Wife's fingertips ...ring, middle, index fingers ...got crushed. Middle finger nail broke off just above cuticle line ...other 2 fingers ...smashed pretty bad. I called front desk ....and a paramedic team ...and the resort manager and assistant were at our room in 4 minutes!! They took care of my wife in stellar fashion. (I cringe when I tell this because she could have lost 3 fingertips!). Wife stayed at resort after she was calmed down and 'stable' ...I took youngest daughter to AK. Wife calls me ...there was then a big beetle type bug in the room ...she tells front desk ...they send an exterminator + assistant ...they move ALL the furniture ....check all drawers ...literally do the fine-tooth-comb treatment. No bug found (likely crawled in when paramedic had door propped open) ...but wife was worried it came thru air vent ...because renovation was going on in rooms above us. Manager then called her after the room was reassembled ...and asked her ..if she wanted to be relocated to another room ...no charge ...he'd even send a team of CM's to pack our stuff and move everything. Wife declined (with my urging ...because we had great location). When I got back ...she told me that every hour ...on the hour ...someone from concierge desk checked in on her to make sure all was okay (one time a female front desk CM they sent over ..popped open a can of soda for my wife ...because of difficulty holding it). Wife finally mustered enough composure to go to Concierge desk and thank the manager and staff ....and to buy some Advil at POP store. Manager told her that he was comping us a 1-1/2 days ...because her experience was "clearly not Magical" ...(between the accident and then the bug.)
....I wrote a glowing thank you letter to Disney after that ...because even though they comped us the room ...it was the extra effort displayed by the CM's to respond so quickly, and then actually check in on my wife repeatedly that I really focused on.
...skip ahead to 2012 ...and when the 'standard' in room fridges don't keep the soda (and beer cold) ...I'm told, "Well they really aren't fridges ...they're really 'coolers'. No apology ...no effort to see if it's really malfunctioning.
...then this year ...a completely y-attitude CM at check-in set the mood for the whole trip ...when she gave grief about room location request ...and getting credited for non-working fridge.
...it's as if they have been told, "Don't 'give away' service ....we're in this for the bottom-line". It's very noticeable when the CM's that you expect to go above and beyond ...start to do the minimum just to get by. We experience that at the rides, the shows, and the eating venues .....and it seems to be the "in" trend lately at WDW.