Unmagical Day at the Magic Kingdom

[RoyWalley]

She works for another theme park....

I actually think a few of these people work at different theme parks. If you read certain people's posts, they are always repeating themselves and "trying" to bring Disney down! Same post, different thread.

 

[Soarin2u]

I

Let me start out by saying that I love Disney World, or at least I did until my recent trip on Monday, March 3, 2014. I have been to Disney at least twenty times. I honeymooned at Disney World. I have Disney stock. I never ever thought I would ever write a complaint letter to the "happiest place on earth". Granted, I have not been in a few years. There have been lots of changes at Disney, and most of them are not good. The reason I have not gone in a few years is that I have been busy having children, an adorable little Princess who is 2 years old, named Skye, and my 5-month old little Prince Dylan. I also have a twelve year old princess, Julie, and 14 year old princess, Kaitlynn. We are a big family. We paid lots of money for our tickets.


The charge of parking has gone up. It is $14.00 and it was $10.00. When you park for the Magic Kingdom, you actually wind up at the ticket and transportation center and then have to take a tram. You can't put the baby and all the stuff in the stroller because it will not fit on the tram. I guess you could walk, because it took fifteen minutes to wait for the tram anyway. After you get to the Ticket and Transportation Center then you have to take the ferry or monorail to the actual Magic Kingdom. It took over an hour to actually get to the gates of the Magic Kingdom from the time we parked. I think that's a little ridiculous.


The first thing I noticed from the monorail is that the castle is under construction (hmmmm, not very magical). Once inside the park the moat is drained!!!! It is ugly, not magical at all. And the inside of the castle is closed. There were two cast members blocking the way who rudely told us we could go around the back - past the smoking area and drained moat - which is very un-magical. The cast members could clearly see that Skye was crying because all she wanted to do was see Cinderella's castle and meet Cinderella. They didn't do anything!!!! In fact, they just looked disgusted that we were bothering them and now my annoying kid was crying. They didn't say, "Don't worry, you'll see Cinderella later." or offer to escort her in back themselves, or tell us where we could meet or see Cinderella later, or even say "I'm sorry, little princess, please don't cry!" So basically, we were there for less than fifteen minutes and my little girl is crying. So we went in the back way, made a wish in the fountain, and saw what we could of the castle, which wasn't much.


My little girl never did see Cinderella that day. I thought we could meet her after the castle show because all the characters come down afterwards to greet the children, but apparently that is a thing of the past. After the show the characters disappeared? This caused my little princess to cry again. Then I was told that they are holding Cinderella captive in the new Princess Fairytale Hall and you can get a fastpass so you don't have to wait in line for over an hour. Well, I went to get fastpasses and the new system would not allow me to get one. Ariel was also "unavailable" and so was Rapunzel. I was able to get a fastpass to meet Mickey but that wasn't until 6:30pm - 7:30pm. I used to be able to get a fastpass outside any ride. Now you can only get three? This is a horrible system. I was waiting in line for 45 minutes to get the fastpasses! How is that fast or magical?


At lunchtime, we went to Cosmic Ray's, or at least tried to. I got little Dylan out of the stroller along with all the stuff and sent my hubby to get the food so I could sit down with the little kids. There were two cast members guarding the door to where the seating is blocking the way. I was told that I couldn't sit down unless I have bought food!!!!! What!!!!!!!! Are you serious?????? I pointed to my husband in line and told him that I could not wait 30 minutes with a two year old and five month old without a stroller. I told my husband who was furious and complained to the manager, Sam. Sam did nothing. Sam did not apologize. Sam did not let me sit down. Sam did not give us vouchers for free dessert. Sam did nothing but stand in front of the door and treat us like second-class citizens. I wasn't bringing in food from home. I was planning to buy it, but even if the opposite was the case - why aren't people allowed to sit down anywhere for free? Especially people with little children who paid over $100 per person to get into the park? I was so angry I left and went over to Pecos Bills. They also had cast members guarding the seats. I was hungry and frustrated, so I gave in and waited with the kids to get all the food before I sat down. This is a ridiculous policy and it needs to be changed right away. People are paying ridiculous prices for so-so food and you won't let a mother of four sit down! I'm serious, if you keep doing this to mothers with little kids, it will cause a riot. There was a mother of twins and another grandmother at Cosmic Ray's who were just as angry as I was. I would also like to mention that Julie , is a picky eater. She eats chicken nuggets or pizza. There was nothing on the menu at Pecos Bills for her to eat - only burgers. I talked her into a Southwest Salad, which had grilled chicken on it. Food selection, quality and customer service is better at the state fair, than at Disney World restaurants. Don't you think all the restaurants should have staples for the kids? - Hot dog, hamburger, pizza, mac and cheese, chicken nuggets, corn dogs. Skye wanted ice cream. I couldn't get it there. I was told to go to a vendor outside. And why don't you sell McDonald's fries anymore. I loved that! After we were seated I needed to get up and get napkins and toppings. Apparently, you are paying the guards to watch the guests because three cast members asked me what I was doing out of my seat and reminded me that I couldn't sit down unless I had bought food. They were not offering to help me get everything I needed to feed my troop - they were strictly enforcing the rules and treating everyone like cattle. A cast member followed me back to my seat to make sure I had really bought food! So lunch was not very magical at all. I paid over $70 dollars for everyone and nobody was happy.


For dinner, I tried to make reservations but was told there was nothing available unless I went to Downtown Disney. Crystal Palace and Be Your Guest had a three hour wait and we were told that people with reservations have priority. I find it really hard to fathom that Disney World is making it so difficult to get a simple meal. We skipped dinner and ate at Denny's - which was cheaper and made everyone happy.


Next week we are planning to go to Epcot or MGM during spring break. I called Disney Dining to make reservations. I was appalled when I was told I had to guarantee any dining reservation with a credit card and cancel up to 24 hours in advance or be charged $10 per person. Ok, so that's $60 if we are stuck on a ride or get there late. People with four kids are rarely on time. At this point, I was angry enough to ask for a manager to discuss all of these "new policies". I spoke to Winston. He was also no help. He said he would gladly take my reservation but not without a credit card. I told him about the debacle at Cosmic Ray's. He said he had never heard of that happening before, so I guess it's not his problem. I told him that I took my two year old princess to the Magic Kingdom and she was unable to see Cinderella or Mickey Mouse. Apparently, he didn't care about that at all? Then he had the nerve to tell me that everyone is held to their high standard of policies, even Executive Vice Presidents! Really, well how does he know I'm not an Executive Vice President? He said he knew because an Executive Vice President would not cut off his sentences. Wow! Well, you can tell Winston that I am not an Executive, but I am a travel agent. And you can bet that this letter is going to be emailed to everyone I can think of at this point. And if any of my clients ask me where they should visit in Orlando - I will definitely tell them that Disney World is not worth the money anymore. Their customer service is sub-par at best and they simply don't care if a little kid is crying because they can't meet their favorite character. And if I could have a dollar for every time a Disney Cast member rolled their eyes at me on my visit - I would have over $100 dollars - which would cover the cost of my over-priced Disney ticket. I asked Winston to refund my tickets because at this point I never want to go to Disney again. He offered to transfer me to ticketing but reminded me that the tickets are non-refundable. Great customer service Disney! Epic Fail! I am ashamed of you. I've been a loyal Disney fan and guest for forty years. It's a shame that that loyalty was shattered in one visit to the so-called Magic Kingdom. If you refuse to do anything to make this right, any future visits to theme parks for my family will be spent at Universal Studios or Busch Gardens. And I meanmorethan a half-hearted apology and an eye roll!

I'm sorry to hear you didn't enjoy it. I really don't mean to come off as rude but did you sign up just to rant? I see you joined yesterday making this your first forum topic post.

 

[rael ramone]

Some of her gripes were quite legitimate, and will be shared by many more who either have never been there or haven't been in a long while.

It shouldn't be an either or between being made to wait for food being be able to sit down or getting food and not having a place to sit. As @asianway said, there are plenty of shuttered QSR's that should be open to serve guests - guests that have been on their feet in the hot sun with children which may be too young to experience the park but are there because all the ads on TV say you have to bring your small ones there. If it's busy enough to have even one of the QSR places to monitor the tables, there aren't enough places open.

Disney has had a reputation for exceptional customer service - service that she personally experienced in the past. (Though in the CM's defense they get a lot of this, and it's hard to do 'high level service performance' with 'low level service pay') -

As far as the NGE system, she didn't know about how much it cost, what it's real purpose is, and how it's failure to increase revenue has slowed down or outright put on hold other needed improvements. All she knew is that the was given less fastpass access then she got in the past and was likely told that was an improvement - and she saw it as a fail.

And McDonalds fries, even though they aren't as good as they once was - are far superior to 'Cockerell Fries'.

Even if you take the Mouses side on each of these points, many, many others will have these issues. And they will find other places where these issues are minimized if not eliminated. Having to have reservations for both restaurants AND rides will impress a person even less when they go to UNI and walk right in to Mythos and have themselves a filet.

 

[mousehockey37]

Some of her gripes were quite legitimate, and will be shared by many more who either have never been there or haven't been in a long while.

It shouldn't be an either or between being made to wait for food being be able to sit down or getting food and not having a place to sit. As @asianway said, there are plenty of shuttered QSR's that should be open to serve guests - guests that have been on their feet in the hot sun with children which may be too young to experience the park but are there because all the ads on TV say you have to bring your small ones there. If it's busy enough to have even one of the QSR places to monitor the tables, there aren't enough places open.

Disney has had a reputation for exceptional customer service - service that she personally experienced in the past. (Though in the CM's defense they get a lot of this, and it's hard to do 'high level service performance' with 'low level service pay') -

As far as the NGE system, she didn't know about how much it cost, what it's real purpose is, and how it's failure to increase revenue has slowed down or outright put on hold other needed improvements. All she knew is that the was given less fastpass access then she got in the past and was likely told that was an improvement - and she saw it as a fail.

And McDonalds fries, even though they aren't as good as they once was - are far superior to 'Cockerell Fries'.

Even if you take the Mouses side on each of these points, many, many others will have these issues. And they will find other places where these issues are minimized if not eliminated. Having to have reservations for both restaurants AND rides will impress a person even less when they go to UNI and walk right in to Mythos and have themselves a filet.

The biggest thing you're overlooking is that she's a travel agent. She may not be a Disney travel agent, or maybe she is, who knows, but over the years, there had to be some knowledge somewhere getting to her that things were changing in the parks. She basically stated she was blindsided by all the changes, even down to the characters not roaming the parks, and that change happened many years ago, possibly prior to one of her other 20 visits to Disney.

Yes, there are legitimate things that she addresses, but the method of how she did it, is raising all the red flags.

 

[rob0519]

Wow! What a rant. How many two year olds really know who Cinderella is anyway? On one hand, I feel bad becuase these people had a seriously bad time due to a combination of unrealistic expectations, bad planning and to some extent some not so great Disney policies. On the other hand, she generated six pages of responses and has not yet come back to re-explain or defend her statements. I'm guessing this may be her one and only post. I hope I'm wrong. In a unique way it was rather entertaining.

 

[Mr.Skunkape]

On the bright side the OP had no complaints about the plain napkins.

 

[jeff59rt]

Can't wait to hear about her trip to a six flags park

 

[Ember]

Wow! What a rant. How many two year olds really know who Cinderella is anyway? On one hand, I feel bad becuase these people had a seriously bad time due to a combination of unrealistic expectations, bad planning and to some extent some not so great Disney policies. On the other hand, she generated six pages of responses and has not yet come back to re-explain or defend her statements. I'm guessing this may be her one and only post. I hope I'm wrong. In a unique way it was rather entertaining.

She replied in a long diatribe on the other site. Her list of complaints are insane and I have not once experienced any of the things she complained about, aside from construction. It's crazy how on one hand she's complaining about Disney lacking this that and the other, and then also complaining about the construction. I know pixie dust is strong stuff, but not strong enough to magically produce new attractions.

 

[Matt_Black]

Seems like someone failed to plan which resulted in a plan to fail.

She needs to master her anger or anger will be her master.

 

[eliz603]

She has also been 40 minutes late to Akershus. Her husband was mad that Norway was so far from the gate, and he had to take a smoke break to calm down as to not lose his temper before joining his family for breakfast. While she admits that her family can't be anywhere on time, this is, again, Disney's fault.

 

[eliz603]

Some of her gripes were quite legitimate, and will be shared by many more who either have never been there or haven't been in a long while.

It shouldn't be an either or between being made to wait for food being be able to sit down or getting food and not having a place to sit. As @asianway said, there are plenty of shuttered QSR's that should be open to serve guests - guests that have been on their feet in the hot sun with children which may be too young to experience the park but are there because all the ads on TV say you have to bring your small ones there. If it's busy enough to have even one of the QSR places to monitor the tables, there aren't enough places open.

Disney has had a reputation for exceptional customer service - service that she personally experienced in the past. (Though in the CM's defense they get a lot of this, and it's hard to do 'high level service performance' with 'low level service pay') -

As far as the NGE system, she didn't know about how much it cost, what it's real purpose is, and how it's failure to increase revenue has slowed down or outright put on hold other needed improvements. All she knew is that the was given less fastpass access then she got in the past and was likely told that was an improvement - and she saw it as a fail.

And McDonalds fries, even though they aren't as good as they once was - are far superior to 'Cockerell Fries'.

Even if you take the Mouses side on each of these points, many, many others will have these issues. And they will find other places where these issues are minimized if not eliminated. Having to have reservations for both restaurants AND rides will impress a person even less when they go to UNI and walk right in to Mythos and have themselves a filet.

When legitimate complaints are hidden between complaints that AREN'T Disney's fault/don't make sense (like the parking issue), and on top of that, you find out the individual has a history of making the same complaints on prior trips, it's really hard to take anything said seriously. Of course Disney's not perfect. I certainly would never follow the Mouse blindly. But in this case, it's just too far out there.

 

[Ember]

She has also been 40 minutes late to Akershus. Her husband was mad that Norway was so far from the gate, and he had to take a smoke break to calm down as to not lose his temper before joining his family for breakfast. While she admits that her family can't be anywhere on time, this is, again, Disney's fault.

And how dare Disney let Mary Poppins congregate with the princesses!!! Blasphemy!!

 

[Matt_Black]

"I had so much liquor at Epcot that I got drunk and pooped my pants! Disney should have handed out adult diapers at the main gates. NOT MAGICAL!"

 

[rufio]

I'd like to apologize in advance to other readers for the snarkiness that will ensue. I got a little more irritated as I read each statement.

I never ever thought I would ever write a complaint letter to the "happiest place on earth".

You know this isn't Disney World, right? This is a fan forum.

When you park for the Magic Kingdom, you actually wind up at the ticket and transportation center and then have to take a tram.

Where do you propose they put the parking lot? They put it where it is on purpose - so you don't walk out of Magic Kingdom and see a parking lot. THAT's not very magical.

The first thing I noticed from the monorail is that the castle is under construction (hmmmm, not very magical). Once inside the park the moat is drained!!!!

I'm pretty certain the castle isn't under construction, though the crane was probably up. If you'd come here before your trip (or to most any other Disney fan site, maybe even their official site), you'd have gotten a head's up about the moat. They've drained it to improve foot traffic. When do you think they should do this? Construction is necessary and will always interfere with someone's vacation.

The cast members could clearly see that Skye was crying because all she wanted to do was see Cinderella's castle and meet Cinderella...They didn't...offer to escort her in back themselves.

Cinderella doesn't meet people in the castle, but you could have gone to the Princess Fairytale Hall and no one would have told you to leave.

My little girl never did see Cinderella that day. I thought we could meet her after the castle show because all the characters come down afterwards to greet the children, but apparently that is a thing of the past. After the show the characters disappeared? This caused my little princess to cry again.

Again, Princess Fairytale Hall. I'm not aware of characters meeting people after the show, at least since my first visit in 2009.

Then I was told that they are holding Cinderella captive in the new Princess Fairytale Hall and you can get a fastpass so you don't have to wait in line for over an hour. Well, I went to get fastpasses and the new system would not allow me to get one. Ariel was also "unavailable" and so was Rapunzel.

Ooooh. And you think waiting in line at Princess Fairytale Hall is more inconvenient that waiting at the foot of a stage with a million other people who also want to bombard the characters?

I used to be able to get a fastpass outside any ride. Now you can only get three? This is a horrible system. I was waiting in line for 45 minutes to get the fastpasses! How is that fast or magical?

A little planning would have gone a long way. Not to mention, once you booked you should have gotten a ton of emails about My Magic +, unless you didn't book through Disney.

At lunchtime, we went to Cosmic Ray's, or at least tried to. I got little Dylan out of the stroller along with all the stuff and sent my hubby to get the food so I could sit down with the little kids. There were two cast members guarding the door to where the seating is blocking the way. I was told that I couldn't sit down unless I have bought food!!!!! What!!!!!!!! Are you serious?????? I pointed to my husband in line and told him that I could not wait 30 minutes with a two year old and five month old without a stroller. I told my husband who was furious and complained to the manager, Sam. Sam did nothing. Sam did not apologize. Sam did not let me sit down. Sam did not give us vouchers for free dessert. Sam did nothing but stand in front of the door and treat us like second-class citizens. I wasn't bringing in food from home. I was planning to buy it, but even if the opposite was the case - why aren't people allowed to sit down anywhere for free? Especially people with little children who paid over $100 per person to get into the park?

I'm not calling you a liar, but I find this story really hard to believe. I've never seen CM guards at restaurant doors telling people not to sit. Like, ever. Is this a spring break thing? I've been over spring break twice and I've never seen this.

I was so angry I left and went over to Pecos Bills. They also had cast members guarding the seats. I was hungry and frustrated, so I gave in and waited with the kids to get all the food before I sat down. This is a ridiculous policy and it needs to be changed right away. People are paying ridiculous prices for so-so food and you won't let a mother of four sit down! I'm serious, if you keep doing this to mothers with little kids, it will cause a riot.

Pretty sure the lack of riots is due to this never having happened.

There was nothing on the menu at Pecos Bills for her to eat - only burgers. I talked her into a Southwest Salad, which had grilled chicken on it. Food selection, quality and customer service is better at the state fair, than at Disney World restaurants. Don't you think all the restaurants should have staples for the kids? - Hot dog, hamburger, pizza, mac and cheese, chicken nuggets, corn dogs.

There's an app for that! And no, I don't think every restaurant should serve hot dogs and pizza. One of the things I love the most is that every restaurant ISN'T like this when so many other theme parks are (King's Dominion comes to mind).

Skye wanted ice cream. I couldn't get it there. I was told to go to a vendor outside.

So you had to walk 10 feet outside the door to get ice cream off the cart? That must've been rough.

Apparently, you are paying the guards to watch the guests because three cast members asked me what I was doing out of my seat and reminded me that I couldn't sit down unless I had bought food.

Okay, now I just think you're making stuff up.

I paid over $70 dollars for everyone and nobody was happy.

Food is expensive at Disney. Maybe pack a cooler next time?

For dinner, I tried to make reservations but was told there was nothing available unless I went to Downtown Disney. Crystal Palace and Be Your Guest had a three hour wait and we were told that people with reservations have priority. I find it really hard to fathom that Disney World is making it so difficult to get a simple meal. We skipped dinner and ate at Denny's - which was cheaper and made everyone happy.

Ha! Okay, again, maybe a little planning is a good idea when you're spending $600 on a day at Disney World. Two seconds on Google would have told you that Be Our Guest is fully booked at 6 months out. Not to mention, you could've gone quick service. Hope Denny's was magical!

Next week we are planning to go to Epcot or MGM during spring break. I called Disney Dining to make reservations. I was appalled when I was told I had to guarantee any dining reservation with a credit card and cancel up to 24 hours in advance or be charged $10 per person.

The internet could've told you that as well. Can't wait for your report!

Ok, so that's $60 if we are stuck on a ride or get there late. People with four kids are rarely on time.

Easy. Don't be late. You apparently know a week in advance what time you have to show up.

At this point, I was angry enough to ask for a manager to discuss all of these "new policies". I spoke to Winston. He was also no help. He said he would gladly take my reservation but not without a credit card.

Why would he make an exception for you when everyone else reserves with a credit card? I'm positive you're not the only family with four children to ever go to Disney World.

I told him about the debacle at Cosmic Ray's. He said he had never heard of that happening before, so I guess it's not his problem.

See above confirmation of this statement.

I told him that I took my two year old princess to the Magic Kingdom and she was unable to see Cinderella or Mickey Mouse. Apparently, he didn't care about that at all?

Okay, I'm getting irritated. Why in the HECK (edited for Disney forum) would some random Epcot CM care that you didn't have the patience to stand in line with your children to meet the characters?? That's on you!

Then he had the nerve to tell me that everyone is held to their high standard of policies, even Executive Vice Presidents! Really, well how does he know I'm not an Executive Vice President? He said he knew because an Executive Vice President would not cut off his sentences.

He held it together better than I would have.

Wow! Well, you can tell Winston that I am not an Executive, but I am a travel agent.

Most definitely not a Disney travel agent!

And you can bet that this letter is going to be emailed to everyone I can think of at this point. And if any of my clients ask me where they should visit in Orlando - I will definitely tell them that Disney World is not worth the money anymore. Their customer service is sub-par at best and they simply don't care if a little kid is crying because they can't meet their favorite character.

I'm sure this is really going to hurt the Disney company.

And if I could have a dollar for every time a Disney Cast member rolled their eyes at me on my visit - I would have over $100 dollars - which would cover the cost of my over-priced Disney ticket.

Sounds like you may have deserved it. People can only take so much.

I asked Winston to refund my tickets because at this point I never want to go to Disney again. He offered to transfer me to ticketing but reminded me that the tickets are non-refundable.

Just a guess, but you probably read something that said this and clicked "agree" before you purchased, right?

If you refuse to do anything to make this right, any future visits to theme parks for my family will be spent at Universal Studios or Busch Gardens. And I mean more than a half-hearted apology and an eye roll!

Unfortunately, we can't do anything for you here at WDWMagic, and I doubt most people would anyway. Universal can have you!

Have a magical day!!!

 

[draybook]

 

[Glasgow]

Then that standing party could have taken advantage of scouting a table before they purchased the food. Heck, we even had to do that at the Zoo Atlanta last weekend.

We'll just have to disagree on this one then because its common courtesy to me.

 

[rufio]

New to the party. Had to happen.

 

[Clamman73]

"I had so much liquor at Epcot that I got drunk and pooped my pants! Disney should have handed out adult diapers at the main gates. NOT MAGICAL!"

...and a barf bag.

 

[Matt_Black]

Regarding the meeting after the show, in fairness, there are some shows where the characters do that- I'm thinking primarily of the Villains' show at the MNSSHP. She may have been conflating the too. Still, a bit of research would have cleared that right up.

 

[Matt_Black]

...and a barf bag.

I ain't poopin' in no bag!