Heard an interest story during our "Resort Hopping" day on 12.21

[Disnee4Me]

So we were at the WORLD from December 17-26. On our one day that we did not go to any parks, but instead resort hopped to see decorations, while at the POLY, my DH sat down on a bench and had a conversation with a retired woman (about 72 yrs old I think). She was there with her sister and her niece who has cerebral palsy. While at the parks one day, her niece's wheelchair broke down (it was their own) and she said not one single cast member would offer assistance (they said they could ONLY help them if it was a Disney owned wheelchair), but were pretty adamant about her moving it out of the way (not sure which park she was in when this happened). Finally, a fellow guest helped her move the wheelchair and get it loaded onto the bus. Is this true, that they cannot assist guests under this type of situation???

 

[Tom]

So we were at the WORLD from December 17-26. On our one day that we did not go to any parks, but instead resort hopped to see decorations, while at the POLY, my DH sat down on a bench and had a conversation with a retired woman (about 72 yrs old I think). She was there with her sister and her niece who has cerebral palsy. While at the parks one day, her niece's wheelchair broke down (it was their own) and she said not one single cast member would offer assistance (they said they could ONLY help them if it was a Disney owned wheelchair), but were pretty adamant about her moving it out of the way (not sure which park she was in when this happened). Finally, a fellow guest helped her move the wheelchair and get it loaded onto the bus. Is this true, that they cannot assist guests under this type of situation???

In today's litigious society, this is certainly believable. Too many opportunities for someone to sue them.

 

[marni1971]

Cast members should not physically assist a guest.

 

[Disnee4Me]

In today's litigious society, this is certainly believable. Too many opportunities for someone to sue them.

Isn't it sad that law suits have made people so paranoid?

 

[Disnee4Me]

Cast members should not physically assist a guest.

Hmmm, wonder if this is posted somewhere, or at least told to guests in wheelchairs beforehand??

 

[Hakunamatata]

Hmmm, wonder if this is posted somewhere, or at least told to guests in wheelchairs beforehand??

You can't post everything that Disney can't do. I'm sure it has something to do with the CM job requirements of not lifting anything over a certain weight limit as well as litigation mentioned above.

 

[thomas998]

Hmmm, wonder if this is posted somewhere, or at least told to guests in wheelchairs beforehand??

I think most people in wheelchair are already aware of the fact that they are on their own in most every situation. I completely understand Disney's policy, the person in the wheelchair gets dumped out by accident and your going to be blamed for it... Only reason they would help if it was their wheelchair is that they are liable based on them supplying it in the first place... Might not seem fair but that's just the way it is.... blame the folks that fake injuries so they can sue companies because they are the reason and you will never be able to tell from looking which person is a crook.

 

[Disneyhead'71]

Cast members should not physically assist a guest.

The key word is "physically". When the CM was made aware of the broken wheelchair, a Disney wheelchair should have appeared in under 5 mins. The CM should have managed traffic flow around the lady until a usable wheelchair arrived. Yes, the family member would have to handle the physical transfer, but everything short of touching the guest should have been handled with an eye towards solving the guests issue within the policy guidelines.

 

[Goofyernmost]

Cast members should not physically assist a guest.

Maybe not, but they sure could have made the attempt to get her help. That requires using their cell phone/radio and calling someone to send assistance. If indeed, it happened at all! Sounds to me more like an exaggeration or an assistance rendered that was not what the guests wanted to happen. I have a tough time thinking that they would have just been ignored.

 

[castlecake2.0]

We are not allowed to touch Guests, but we can offer assistance by getting a wheelchair if required. If it were a situation where the Guest's party could not assist with the transfer we can call for medical assistance.

 

[DHoy]

We are not allowed to touch Guests, but we can offer assistance by getting a wheelchair if required. If it were a situation where the Guest's party could not assist with the transfer we can call for medical assistance.

My time I'm Tomorrowland attractions we always had more than enough wheelchairs available for those needing assistance. Or those needing to transfer etc. my only situation in which we could nor accommodate was when two guest in ecv arrived and refused to transfer, they were offered a wheelchair with a dedicated cast member to push them thru the queue. However they refused the accommodation.

 

[castlecake2.0]

My time I'm Tomorrowland attractions we always had more than enough wheelchairs available for those needing assistance. Or those needing to transfer etc. my only situation in which we could nor accommodate was when two guest in ecv arrived and refused to transfer, they were offered a wheelchair with a dedicated cast member to push them thru the queue. However they refused the accommodation.

Yes exactly, I just cant imagine multiple CMs not offering some sort of assistance for the Guest in the original post, maybe the Guest just didnt like the options they were being offered.

 

[BroganMc]

Having been the wheelchair user who's powerchair has broken down several times over the last decade, I am well aware what CMs can and can't do (most rules due to Workman's Comp concerns). A CM cannot physically lift a guest or chair. If the guest has to be evacuated or the chair needs to be lifted, they call for Maintenance and Engineers. But when I have encountered a problem, the nearest CM radios their supervisor for immediate assistance. Usually that means bringing a manual wheelchair over to rescue me.

I carry tools and spare parts in my wheelchair's backpack just in case I encounter a problem. And I always have a cell phone handy just in case. My last incident was NYE 2014 about an hour before midnight. My front caster wheel lost a bearing. The CM manning the turnstyle at that attraction (what is now Path of the Jedi) was also a wheelchair user so he was very familiar with my problem. I summoned my family to come help me while the CM called his supervisor and had a manual wheelchair delivered as a replacement.

Another time several years ago (about 5-6) my caster wheel had the same issue in Germany. The CP CM had worked summers with a power wheelchair company so knew exactly what to do to fix it. He went above and beyond, flipping my chair over and figuring out a quick juryrig fix for the day. I made sure all his managers and Guest Relations know how truly amazing he was.

Now I must admit I have encountered several more slacker CMs in the workforce over the last 2 years. People who bark orders at guests, are snippy, refuse to go even halfway to accommodate a guest (I had the misfortune of 2 bus drivers this last trip who were more than reluctant to load my chair and had to be pressured into it by other guests). But the general rule has been to provide assistance as needed short of risking physical injury.

 

[ShareBDwithMickey]

On reading what you have written it appears that this issue occured in a bus queue (based on the statement that another guest helped them load it on the bus), in this situation, outside the main park gates options will be more limited.

Assisting in lifting equipment & possibly the occupant onto the bus was not an option for all of the reasons previously discussed & if it was at park closing that could also of severely restricted the options open to the CM's. As I understand it park chairs cannot be removed from the park & there are only limited units available to facilitate transfers to onsite transportation links. Additionally if the chair was in the queue & blocking other disabled guests access to the buses this is also going to be a problem. As an ECV user I can attest to the room being very limited, it isn't possible to pass another chair or ECV & in some cases, depending on where the breakdown occured, you might be blocking emergency access routes as well.

It sounds like an unfortunate case of the unit breaking down outside the main park entrance, blocking a queue, in a position either dangerous or extremely awkward for other guests where CM's had very very limited options open to them. Given the age of the grandmother her daughter would likely be in her early 50's & the granddaughter her 30's & as such between them they were unlikely to be able to move her physically & I suspect they didn't want to except medically provided support, like as not the only realistic option available, because it wasn't a medical situation & voilà you have the situation as described but perhaps a bit light on detail.

 

[WDWVolFan]

Also keep in mind outside of lawsuits and worker's comp...Union Rules and Job Description.
If it's a unionized job...deviations are rare occurrences.

 

[orky8]

In a similar note, we did the Wishes Dessert Party, at Tommorwland Terrace, and the CM told us that you aren't allowed to pull up a chair to the railing (which is standard spiel) and also noted that if you (or a child, more likely) fall in to the moat, they aren't allowed to go in after you. Needless to say, if a child falls in, the parent better be jumping in after, but it was more the way the CM emphasized, in no uncertain terms, that they aren't allowed to go after the child.

 

[ABQ]

The key word is "physically". When the CM was made aware of the broken wheelchair, a Disney wheelchair should have appeared in under 5 mins. The CM should have managed traffic flow around the lady until a usable wheelchair arrived. Yes, the family member would have to handle the physical transfer, but everything short of touching the guest should have been handled with an eye towards solving the guests issue within the policy guidelines.

Solely on the topic of the Disney wheelchairs. No longer do the resorts stock wheelchairs, the parks still have them for rent, but the resorts no longer do. The claim, maintenance is too costly/difficult. Considering the rack cost of a recent DVC visit to the Lodge was over 3,000 dollars, I find it unfathomable that the cost to keep wheelchairs in tune can't be justified, but currently one must rent a chair from a 3rd party which delivers it to resort bell services. Sure, each resort you'd think would have one or two on hand in the event of emergency, but if they can't assist a guest into the chair, perhaps not?

 

[Jon81uk]

Solely on the topic of the Disney wheelchairs. No longer do the resorts stock wheelchairs, the parks still have them for rent, but the resorts no longer do. The claim, maintenance is too costly/difficult. Considering the rack cost of a recent DVC visit to the Lodge was over 3,000 dollars, I find it unfathomable that the cost to keep wheelchairs in tune can't be justified, but currently one must rent a chair from a 3rd party which delivers it to resort bell services. Sure, each resort you'd think would have one or two on hand in the event of emergency, but if they can't assist a guest into the chair, perhaps not?

I would expect most people with a serious need of a wheelchair will arrive at a resort with their own. Whereas many theme park users are people who can walk, just are unable to stand in line for hours at a time, therefore getting round a resort isn't so bad.
I would expect there is a wheelchair in the first aid room, for emergency type use, but I understand why they are no longer renting them out.

 

[POLY LOVER]

In my current job where we deal with Wheelchair users, we are not allowed to do anything to a wheelchair because we are not qualified to do repairs etc. If we cause more damage to the chair we are responsible for it. Wheelchair users do sometimes claim the chair was OK or in better condition until we messed with it. Its a lose lose situation for trying to do a good deed. Most rented or owned wheelchairs have a service number to call in case of an emergency. Even the repair people from companys to use and excuse for the high repair cost will claim it is so high because of what the person did when they tried to help. Had they not done (fill in the blank) it would have no been so bad, blah blah blah.