Good luck getting a refund on your individual LL purchases when the ride goes down. Bought one for Rise and the ride went down. This was the only time the entire trip we had scheduled for HS with a 16 month old and a pregnant wife, so no rescheduling worked for me. Had to argue at guest relations for 15 minutes with the extremely rude cast member just consistently and condescendingly quoting the T’s and C’s at me (which she was wrong, nothing in the emailed T&C’s I got stated it would not be refundable).
When I pointed out that Disney had issued a statement to the Orlando Sentinel stating that they would give refunds in this case, she told me “it must not have been from a real Disney employee.” I’ve gotten better customer service from a mall hawker. So many people were in there getting Rise LL refunds it was a joke. A lot of folks complaining saying the company no longer cares and they’re not coming back.
I recognize cast have a hard job, and never in over a decade of coming here have I ever negatively reported a cast member by name. Today, I did. Her attitude and demeanor was that bad and that rude, especially when she said “are you sure you want me to refund this - you will not be able to ride Rise once it comes back up if I process this recovery action.” No, after I’ve had to argue with you for 15 minutes I’m not going to miraculously change my mind to help your metrics.
Also, since when do managers not come out when you ask to speak to them? The entire time I was at guest relations there was a stream of CM’s going back after a guest requested to speak to a manager, but not once did one come out to speak to a guest. That is pitiful and embarrassing for a company that once prided itself on customer service.
