Problem with CM at Animal Kingdom.

[Florida Bill]

Hello all, new member to the forums, long time lurker. I live in the Tampa Bay area, myself, wife and 16yr old stepson are first time ever annual season pass holders to Disney, we've had our passes for 2 1/2 months now and made our 3rd trip to WDW since we've had our passes, yesterday.

I'm out of work on permanent disability, I've had 6 operations on my back, 2 on my neck, all in the past 10yrs. I've also had 2 operations on my kneee when I was younger (I'm 47 now). I can handle most rides, even ones that I probably shouldn't (I have more metal in my back than Spaceship Earth!) I can handle Everest, RNR (this one kinda bothers me sometimes) I can't handle Space Mountain at all, it kills me! I'm on some pretty heavy pain meds. and see a pain management Doc. once a month. I mostly have a hard time standing for too long or walking long distances.

I have never used a Guest Assistance Card before even though I've been to WDW many times. I decided to get one yesterday as my back and legs were bothering me somewhat, you wouldn't know about my problems just looking at me (unless you saw my back and the 1 1/2foot long scar!)

The CM at Guest Relations at Animal Kingdom was GREAT, asked me how long I want the card for and all. I said that we were pass holders so she made it out for 2 months. We went on Everest and were sent through the fastpass line and was on the ride in less that 5mins.
On the Safari we were sent through the fastpass line once again and this is where we had the problem. Further down the queue there is a gate to go through for the wheelchair entrance. It says right on the Guest Assistance Card that "guest may use wheelchair entrance where available". We started going through the gate and a CM named Sam (it was a female) started yelling "not through the gate, not through the gate!!!" All I wanted to do was sit on the bench for a few while waiting for the ride, I told her this and she said "you can't go through there and you'll have to only stand for 20 - 30mins anyway"
We ended up leaving and not waiting for the ride. I told guest relations about what happened and they took some info. down and said that it would definitely be followed up on and they gave us a coupon for 3 free drinks.
I don't want to get any CM's in trouble but I thought it was kind of rude for her to yell halfway down the Queue at us, it was kind of embarrassing actually when everyone was staring at us.
It seems like every ride kinda has their own way of handling the Guest Assistance Card. At POTC the girl looked at me like I was crazy when I asked her what line to go in, at The Haunted Mansion they sent me in the regular line but it was only a 10min wait anyway, but they said if the wait is really long that they would send me into the wheelchair entrance. Just seems like it's pretty inconsistant how their policy with the GAC works.
anyone know anymore info. about what the policy is?

 

[EvanAnderson]

What was the stamp on the GAC? If it was just a picture of a wheelchair, you should have been sent through the Stand-By entrance at all the attractions, because due to the ADA laws, everything has to be wheelchair accessible, so therefore the Stand-By lines are all able to accommodate wheelchairs (except some rides in Magic Kingdom, since they were built before the ADA laws took place).

If the picture was of 2 arrows, or of a green stoplight, then you would have been put into the fastpass line where available.

 

[Freshee61]

Unfortunately Disney does have touch up on having to enforce their customer service rules. It has been slipping quite a bit. And you are right you shouldn't have been put in that predicament.

 

[Tip Top Club]

The reason this cast member turned you around is because the wheelchair dock actually takes longer than the regular queue. The only reason they send anyone up there is because those trucks return to that dock so you can pick up a wheelchair after the ride, but they only arrive every 10-15 minutes. At the regular dock trucks depart every 30 seconds or so and drop off at a separate unload dock. The wait down the ramp is usually only a few moments, so I'm sure she was doing what she was trained to do, and what she believed was the best service for you by getting you on the ride as fast as possible (which is what I would imagine, guests with GAC cards usually want).

Unfortunately you are exactly right that the policy is on a ride-by-ride basis, all queues, fastpass entrances, single rider lines etc, are going to be slightly different at each ride, not only for thematice purposes, but because times change, and things at Magic Kingdom are going to be a different then at Toy Story Mania. (Just Examples). The best thing to do is just to show that card to the person out front and they will direct you.

Sorry the Cast Member screamed at you!

 

[Florida Bill]

This is the card that was issued to me, I was told at Guest Relations to just show this card to a CM at the entrance to whatever ride I'm going on and the CM would send me where I have to go.
I wasn't even worried about getting to the front of the line, I would've even waited longer if that is what it took, I just wanted to sit on the bench that was right through the wheel chair entrance but she said that I coudn't do that...well, said is an under statement, she YELLED it to me!

 

[Tip Top Club]

Yeah, I'm sorry the Cast Member screamed at you, that's obviously not right, but she was probably doing what she thought was best by sending you down the ramp, which is usually only a few moments, rather then having you wait an extra 15 minutes or so for a wheelchair truck, which are no different except for the fact that they return to the same dock to pick up wheelchairs left there afterwards.

The answer to you question about the policy, is that each ride has their own policy, and because of the high wheelchair traffic at the safari, they are unable to send non-wheelchair parties up the wheelchair dock. Again, I'm sorry for the confusion and for the CM yelling at you.

You didn't elaborate on your exact interaction with the CM, did you ask them just to sit on the bench for a few moments, or did you ask them to go up to the wheelchair dock? Cause they can't send anyone up there who isn't in a wheelchair, but I'm almost certain that (unless the CM was just stupid, which is possible) if you just asked to sit on the bench for a few moments they would let you, and then send you on your way to the trucks, which it's usually only a few moments to wait down the ramp.

By the way, the standard wheelchair entrance at the safari is the regular stand-by line, they are completely wheelchair accessible there, just the clear that part up.

Sorry for the confusion, and I hope this helps.

 

[MickeyPeace]

Yeah, I'm sorry the Cast Member screamed at you, that's obviously not right, but she was probably doing what she thought was best by sending you down the ramp, which is usually only a few moments, rather then having you wait an extra 15 minutes or so for a wheelchair truck, which are no different except for the fact that they return to the same dock to pick up wheelchairs left there afterwards.

The answer to you question about the policy, is that each ride has their own policy, and because of the high wheelchair traffic at the safari, they are unable to send non-wheelchair parties up the wheelchair dock. Again, I'm sorry for the confusion and for the CM yelling at you.

You didn't elaborate on your exact interaction with the CM, did you ask them just to sit on the bench for a few moments, or did you ask them to go up to the wheelchair dock? Cause they can't send anyone up there who isn't in a wheelchair, but I'm almost certain that (unless the CM was just stupid, which is possible) if you just asked to sit on the bench for a few moments they would let you, and then send you on your way to the trucks, which it's usually only a few moments to wait down the ramp.

By the way, the standard wheelchair entrance at the safari is the regular stand-by line, they are completely wheelchair accessible there, just the clear that part up.

Sorry for the confusion, and I hope this helps.

Thanks for offering the CM point of view and doing it with poise. Just as things aren't always what they seem with people who carry these cards, so it is with misreading CMs instructions.

 

[Mansion Butler]

It seems like every ride kinda has their own way of handling the Guest Assistance Card. At POTC the girl looked at me like I was crazy when I asked her what line to go in, at The Haunted Mansion they sent me in the regular line but it was only a 10min wait anyway, but they said if the wait is really long that they would send me into the wheelchair entrance. Just seems like it's pretty inconsistant how their policy with the GAC works.
anyone know anymore info. about what the policy is?

It's inconsistent because every ride is different. That's why you always -- always -- talk to the greeter before entering any line if you're going to use a GAC card.

It changes not only from ride to ride, but potentially day-to-day or minute-to-minute. It depends on a lot of variables, so you simply ask the greeter and they'll direct you where to go.

 

[Tip Top Club]

Thanks for offering the CM point of view and doing it with poise. Just as things aren't always what they seem with people who carry these cards, so it is with misreading CMs instructions.

Haha, I'm not a CM, I'm just local and have a lot of CM friends.

Just to re-iterate that I'm sorry this interaction went badly for you. I always hope cast members read stories like this and realize they can improve (not just this specific cast member, but all of them) trying to help someone get on the ride faster, can always accidentally be perceived as ruining their vacation. That being said, sometimes it is a two-way street, and as the poster above said, it's always best just to ask and confirm, I personally have had very few negative interactions with cast members (more than I would like, but ultimately there's like 62,000 of them so you're bound to get some bad eggs in there).

 

[rct247]

There are few queues on property that have a wheelchair symbol that are just there for parties that are in a wheelchair going through the line. There are many cases where guests with a Guest Assistance Card see the symbol and automatically assume that it applies to them because they have a special need or a handicap of some type. As someone pointed out above, these queues may take longer because of special loading procedures or specific cars, guests that are not in a wheelchair don't always need that and can make the wait longer for those who do or may ending up waiting longer themselves. The cast member may have seemed like they were yelling, but they just needed to get your attention from a far distance. I'm sorry it was perceived differently. If you needed to sit down, some attractions have special attractions wheelchairs (usually red) that you can borrow to take inside. That way you can sit down while you are waiting. You may consider asking about them or other alternative suggestions for each attraction when you present your GAC card to the greeter. You'll probably find it to be very helpful.

 

[DisneyLuver91]

Hello all, new member to the forums, long time lurker. I live in the Tampa Bay area, myself, wife and 16yr old stepson are first time ever annual season pass holders to Disney, we've had our passes for 2 1/2 months now and made our 3rd trip to WDW since we've had our passes, yesterday.

I'm out of work on permanent disability, I've had 6 operations on my back, 2 on my neck, all in the past 10yrs. I've also had 2 operations on my kneee when I was younger (I'm 47 now). I can handle most rides, even ones that I probably shouldn't (I have more metal in my back than Spaceship Earth!) I can handle Everest, RNR (this one kinda bothers me sometimes) I can't handle Space Mountain at all, it kills me! I'm on some pretty heavy pain meds. and see a pain management Doc. once a month. I mostly have a hard time standing for too long or walking long distances.

I have never used a Guest Assistance Card before even though I've been to WDW many times. I decided to get one yesterday as my back and legs were bothering me somewhat, you wouldn't know about my problems just looking at me (unless you saw my back and the 1 1/2foot long scar!)

The CM at Guest Relations at Animal Kingdom was GREAT, asked me how long I want the card for and all. I said that we were pass holders so she made it out for 2 months. We went on Everest and were sent through the fastpass line and was on the ride in less that 5mins.
On the Safari we were sent through the fastpass line once again and this is where we had the problem. Further down the queue there is a gate to go through for the wheelchair entrance. It says right on the Guest Assistance Card that "guest may use wheelchair entrance where available". We started going through the gate and a CM named Sam (it was a female) started yelling "not through the gate, not through the gate!!!" All I wanted to do was sit on the bench for a few while waiting for the ride, I told her this and she said "you can't go through there and you'll have to only stand for 20 - 30mins anyway"
We ended up leaving and not waiting for the ride. I told guest relations about what happened and they took some info. down and said that it would definitely be followed up on and they gave us a coupon for 3 free drinks.
I don't want to get any CM's in trouble but I thought it was kind of rude for her to yell halfway down the Queue at us, it was kind of embarrassing actually when everyone was staring at us.
It seems like every ride kinda has their own way of handling the Guest Assistance Card. At POTC the girl looked at me like I was crazy when I asked her what line to go in, at The Haunted Mansion they sent me in the regular line but it was only a 10min wait anyway, but they said if the wait is really long that they would send me into the wheelchair entrance. Just seems like it's pretty inconsistant how their policy with the GAC works.
anyone know anymore info. about what the policy is?

Former Safari CM here!

If you are not in a wheelchair, you may not have access to the wheelchair dock. Had you asked the CM if you could sit on the bench, she would have more than likely let you, but I'm sure she figured you were a "normal" guest and didn't want you going into another entrance. Did you notice if there was a CM at the photocell gates? If not, she may have been doing double-duty on the wheelchair gate and the photocells, which is EXTREMELY stressful, especially during busy times. I'm sure that if I or any other CM were in that situation at KSR, we would have yelled, too. Not to scold you, but because, in the moment, that's what we think of. Leaving our station to chase after you is NOT an option. I apologize for the bluntness, but that's usually the situation.

 

[DisneyLuver91]

This is the card that was issued to me, I was told at Guest Relations to just show this card to a CM at the entrance to whatever ride I'm going on and the CM would send me where I have to go.
I wasn't even worried about getting to the front of the line, I would've even waited longer if that is what it took, I just wanted to sit on the bench that was right through the wheel chair entrance but she said that I coudn't do that...well, said is an under statement, she YELLED it to me!

Also, the Wheelchair stamp on the GAC cards are absolutely useless on KSR. We only accepted certain ones, such as the arrows (which got you into the fastpass line) and maybe two others. Again, if you want something BEHIND a gate, ASK. If something should happen to you behind that gate, you could say, "She never told me NOT to go back there" and she could lose her job.

 

[G00fyDad]

Also, the Wheelchair stamp on the GAC cards are absolutely useless on KSR. We only accepted certain ones, such as the arrows (which got you into the fastpass line) and maybe two others. Again, if you want something BEHIND a gate, ASK. If something should happen to you behind that gate, you could say, "She never told me NOT to go back there" and she could lose her job.

I think part of his issue was how the CM handled it too.

 

[Tip Top Club]

Goofydad, He/She did actually address that....

Did you notice if there was a CM at the photocell gates? If not, she may have been doing double-duty on the wheelchair gate and the photocells, which is EXTREMELY stressful, especially during busy times. I'm sure that if I or any other CM were in that situation at KSR, we would have yelled, too. Not to scold you, but because, in the moment, that's what we think of. Leaving our station to chase after you is NOT an option. I apologize for the bluntness, but that's usually the situation.

As did I, btw.

You didn't elaborate on your exact interaction with the CM, did you ask them just to sit on the bench for a few moments, or did you ask them to go up to the wheelchair dock? Cause they can't send anyone up there who isn't in a wheelchair, but I'm almost certain that (unless the CM was just stupid, which is possible) if you just asked to sit on the bench for a few moments they would let you, and then send you on your way to the trucks, which it's usually only a few moments to wait down the ramp.

Unfortunately we have yet to receive a response from the original poster.

 

[DisneyLuver91]

^He/She did actually address that....

As did I, btw.

Not to argue, but I didn't see them or you mention it. Could you quote it for me? I just wanna see all perspectives. Just going through the perspective of a CM.

 

[DisneyLuver91]

I think part of his issue was how the CM handled it too.

Honestly, I don't think any other CM would have handled it any differently. Knowing the people that work there, about 90% of the KSR CMs would have yelled lol Just a loud bunch!

 

[Timekeeper]

That area of the queue is always quite noisy. There's a lot of background noise, guest noise, and constant guest movement. So "yelling" is the only practical way to get someone to hear you if they're not standing within 2 feet of you. While "yelling" is not the most personable way to verbally communicate with someone, under those circumstances, it's the only practical way.

If you start "looking out for it" (or rather "listening out for it"), you'll notice many instances in which a CM needs to "yell" to a guest, and it's typically out of necessity and/or for their safety, and not out of frustration or with any ill intention. For example, parade escorts must often "yell" at guests to stay up on the curb, or keep walking while in walkways, because the crowds and parade audio are loud, and there's an immediacy to ensure guest safety.

There's nothing wrong with "yelling," in and of itself. If a CM does "lose it," they're likely to end up on YouTube.

 

[Tip Top Club]

Not to argue, but I didn't see them or you mention it. Could you quote it for me? I just wanna see all perspectives. Just going through the perspective of a CM.

My Apologies, that post was addressing GoofyDad, and the post has been edited to reflect that.

 

[G00fyDad]

My Apologies, that post was addressing GoofyDad, and the post has been edited to reflect that.

I understand that it was addressed. That wasn't my point. My point is that the OP was probably mostly irritated by the CM yelling at him. I don't care what the reason for it was, or how many others would have done the same thing. You have to remember that not everyone sees things the same way you do. You yell "to" someone and they will most likely see it as you yelling "at" them. It's a perspective thing.

 

[Tip Top Club]

I always hope cast members read stories like this and realize they can improve (not just this specific cast member, but all of them) trying to help someone get on the ride faster, can always accidentally be perceived as ruining their vacation. That being said, sometimes it is a two-way street, and as the poster above said, it's always best just to ask and confirm, I personally have had very few negative interactions with cast members (more than I would like, but ultimately there's like 62,000 of them so you're bound to get some bad eggs in there).

Well....


Anyway, this is all useless until we get more information from the OP.

I think we've all learned from this that Disney Cast Members are not perfect, but on the other hand, it is always best to pay attention to your surroundings and ask questions, when needed.

Moving on.