Guest Services

[kelknight84]

I keep reading in thread after thread that people almost seem to live at guest services. I don't know if I'm lucky or what, but in 29 years going to Disney I have never once had to get something fixed, I couldn't even tell you where they are located in each park. Everything I choose/select/experience just works and we enjoy our stay. So are there really "glitches" or is it user error or people just trying to get stuff for free?

 

[Goofyernmost]

I keep reading in thread after thread that people almost seem to live at guest services. I don't know if I'm lucky or what, but in 29 years going to Disney I have never once had to get something fixed, I couldn't even tell you where they are located in each park. Everything I choose/select/experience just works and we enjoy our stay. So are there really "glitches" or is it user error or people just trying to get stuff for free?

All of the above. You and I have been lucky. I have been going there for 31 years and have only had one occasion to go to guest services and that was to make a Birthday reservation at a restaurant for my daughter.

 

[draybook]

Some have legitimate claims, others are trying to scam the system. When you push millions of people through your gates, you're bound to have mishaps.

 

[jlsHouston]

My last trip I kept getting directed to guest services on things the resort front desk or the concierge couldn't address...mainly ticket related.

 

[officialtom]

We've never had to visit guest services, but I bet they treat guests like royalty like the rest of the cast does.

 

[LostPrincessKarleigh]

Does first aid count as guest services? Other than one trip to the MK first aid station, I've never had to have anything done by a CM to adjust something.

 

[crispy]

We've never had to visit guest services, but I bet they treat guests like royalty like the rest of the cast does.

Not necessarily. The worst customer service experience I ever had at Disney or anywhere else for that matter was at guest services. We brought my niece to WDW for her 12th birthday. My niece's ticket (bought at The Disney Store) wouldn't work at the turnstile, and we were directed to guest services. We explained that my sister had bought the ticket at The Disney Store. The CM checked the ticket and said it was used. We explained that wasn't possible because the ticket was new from The Disney Store. He accused us of lying and buying the ticket from "the parking lot at Denny's." I was livid and demanded to see his manager. He wasn't much nicer even though we had my sister on the phone and she was going step by step with him about where she bought the ticket, the store number, the receipt number, etc. I could tell he still didn't believe us, but he did issue her a new ticket. We had already spend a good chunk of time there so we headed into the park while my sister remained on the phone with him. Come to find out that they re-used a batch number so all the tickets sold from that batch were coming back as being used. We just happened to be some of the first people to try and use it. I wrote a detailed letter explaining the situation after we came home and after investigating, they were very apologetic. I told them my niece was the one who deserved the apology because that was her first experience and Disney and it was basically ruined. They did send her an apology letter and a gift which I thought was nice. All that to say, Disney isn't perfect and has customer service glitches just like the rest of the world. I doubt that most people who have an issue are scammers although there will always be a few who are.

On another note, the CM who accused me of buying the ticket in a parking lot at Denney's is still a CM. His name and face was forever imprinted on my brain, and out of 55K cast members at WDW, I have ran into not once, but twice during my last two visits. I think that was a reminder that I needed to get over my annoyance...lol!

 

[jlsHouston]

I can't even remember the ticket issue... I think I made my daughter go deal with it...I hate lines that remind me of the IRS office or the post office or the bank...
What I did discover on my 7th visit to WDW is the resorts and the concierge can't fix much ticket related...and the database for the parks is different than that for the resorts and really different for dvc even though they are all linked.