Very poor bus experience..

We just returned from Disney world and although we loved our trip, we had some very poor experiences. Our major complaint had to do with the bus service to the parks/resorts. My daughter is in a wheelchair and the bus drivers were down right rude to us when we needed to use the lifts on the busses. They acted like it was a huge inconvenience for them (Gee, I'm soooo sorry my daughter is wheel chair bound!!). Many times the lifts were not working correctly, a few times the drivers did not lock my daughter's wheelchair in correctly, almost ALL of the times the drivers allowed general boarding before getting my daughter on--even though we waited in line like everyone else and even let people go on in front of us so we would be first in line for the next bus. One time the bus driver did not pull to the curb corectly so the lift could not lower completely and he had me physically LIFT my 50lb daughter in her wheelshair onto the lift! It was a really heart breaking experience--very UNmagical!! When we spoke to one of the managers at Port Orleans French Quarter about our experiences, he was very condenscending to us as well and did nothing to try & rectify the situation. :brick: This is the first year we have had to experience the negative wheelchair behavior since in the past she was small enough and easy enough to manage for us to transfer her out of her seat and carry her on the bus. That is no longer possible because she is getting bigger and is actually quite strong when she fights us! We did try to do that a few times this trip but it was a disaster.! I know I should not judge others since I do not know their situation, but it is really upsetting to see adults who appear to be in a wheelchair simply because of their size and then they take 'advantage' of the handicapped services and then someone who really needs it is looked down upon. It makes me really angry :fork: that this happened to us. We never look for, expect or want special treatment for her but a little common courtesy goes a long way! I am getting angry again just writing this :fork: It is so unbeliveable to me that this all happened at the 'Happiest Place on Earth'!!

Just wondering if any other wheelchair bound guests have encountered similar behavior from the bus drivers?

 

[wannab@dis]

My father is wheelchair bound and they went to WDW last fall. They had a couple of problems with bus drivers that said they couldn't take a wheelchair, but from what I had seen, ALL Disney busses are accessible. In one incident, they waited while 3 busses refused service and then the 4th bus, the driver was awesome and helped them out. He then called his supervisor on the radio and had her meet my parents at Epcot.

The supervisor apologized, gave them VIP fastpasses and said that she would remind all drivers of their policy. Handicapped / wheelchair bound guests are to be serviced FIRST when the bus stops. It must have helped since they only had one other incident during their stay.
For the most part, I have always seen the drivers to be helpful and courteous. What happened to you should never had happened and something should be said to the drivers. The manager you spoke to should also be reported.

 

[StevenT]

That's a shame. Never have I seen such treatment. I go to Disney multiple times per year and I ALWAYS stay on property and use the bus system. While nobody in my party is handicapped, whenever there is a handicapped individual at the bus stop they always are helped onto the bus first, before regular boarding. It is a real shame this has happened to you. I would suggest you e-mail Disney and tell them what happened. You probably aren't expecting to get anything from them, but you should still let them know so they can correct the problem so more families don't have the same un-magical experiance.

 

[wannab@dis]

As a followup, even if you don't expect something in return, I still think you should contact Disney and tell them of your experience. StevenT is right -- it could help future families avoid that unexecusable behavior.

WDW has always been known for their treatment of special needs and this incident should never be repeated.

 

[careship]

When we were there last October our friends and their elderly parents came along. The grandfather was also in a wheelchair he has a bad leg from the war and is diabetic and arthritic and we had only one bad experience trying to get him on a bus and that was at closing of Epcot. They wouldn't let the wheelchair on the bus. They said they were bringing a bus just for those in wheelchairs. It took over an hour for thspecial bus to come that they had him move to another area to wait for. while we were waiting at the normal bus stop....letting people go ahead of us so that we left when he did, they were lating people in wheelchairs that were just walking up onto the buses that were coming for regular passengers. I didn't get it....we didn't complain or really care that much because there were 12 of us and we were busy giggling and goofing off. We finally did say after about an hour and a half to someone that this was kindof odd for Disney. He didn't know what we meant. We told him about all those people over there waiting for a "special" bus. He was kidof perplexed and went into the waiting bus and they made some calls over there thing and that bus took all those people waiting for the special bus and there families. Was a weird night there, but nothing breaks our magic often. Don't let it get to you.....just write a ltter to guest communications and get it off your chest. Just a cathartic letter to let them know what happened.

 

[slappy magoo]

If you DO write a letter, don't threaten to never go back (and I'm not assuming that you will, just saying...). Stuff like that is percieved as an empty threat. They figure, sooner or later, you'll be back.

What *I* would write is something like "IF we can ever afford to go back, we'll have to rent a van equipped for handicapped access, and they can be pretty expensive. That'll probably mean a shorter trip, and I'm sure we won't be able to stay at a Disney resort." I would bet dollars to doughnuts that the threat of them not getting ALL your money is far more chill-inducing than even a threat to never go again.

 

[cherrynegra]

My sister is severely disabled, so I can understand where you're coming from. We've actually had cabs refuse to pick us up when I had to take her to her doctor appointments and my car was in the shop. Nothing like standing on the curb flagging a cab down only to have them speed off when they see my sister.
Nevermind the fact that the law says otherwise.

I really think that you should not only write a letter detailing your shoddy treatment to Disney HQ, but you should also contact those groups that advocate for the disabled community. Sometimes corporations don't listen unless you have some firepower on your side if you know what I mean. And the manager's response at your hotel is completely unacceptable. Think of it this way. You won't just be rectifying your daughter's situation so she doesn't encounter the same treatment next year, but you'll ensure that others with your situation don't have to endure the same mistreatment.

www.adanet.org

 

[PhotoDave219]

When these things happen, make note of the bus number as it pulls away and then go to the nearest guest relations desk - preferably at a park. Transportation is global and complaints to an individual resport usually dont go as far as contacting guest relations at a park or through the email after you get home.

Perhaps WDW should run special, handicapped only busses to eliminate some of these problems.

 

[wannab@dis]

I don't believe they should have special busses only for handicapped people. That would be tough and would probably create long waits since everyone is spread across the whole resort. I think the current system will work fine as long as the drivers are held to their responsibilities.

Also, guests that are waiting on the bus should understand why they put the handicapped persons on first. the must strap the wheelchairs into the bus and they cannot do that with other people on the bus.

 

[Tinkerbell1220]

Hey anyone who has a problem with gettin on a bus or any other problem should write a letter to americans with disablity Act..Companys get BIG time fines if the disabled are not being treated corrected... this is not soemthing that anyone should have to deal with....

 

[Trishnh]

Thanks for the replies..

I also do not think they should have separate wheelchair busses. The ones they have are supposed to be equipped. Not to mention is not enough af a need for separate busses--and that just does more to separate and single out the handicapped.

I did end up writing a letter to guest services. I would like to write a letter 'higher up' but dont have a clue as to where I would send it or get an address. Can anyone help with that? I would never threaten to not return because realistically that is never going to happen. My family and I LOVE Disney and return as often as we can, usually 1-2x a year. I also do not want anything in return--except maybe an apology and retraining for the bus drivers/CMs on how to handle situations such as these. There really is no excuse for the tratment we received.

I never even considered writing to Americans with Disabilities but it is something I am planning on doing now. I would like to give Disney a chance to respond first and see if they take the 'complaint' seriously or just ignore it or send a canned response.

I am certainly glad to hear no on else has experienced the extent of our problems, but just the fact that there have been similar instances is bothersome. When we complained to a manager at POFQ he said he has had similar complaints. So why isnt anything being done??

thanks for everyones help/support! :wave:

 

[wannab@dis]

Maybe Tyler will come along and answer some of these questions. But I wonder if the Manager at your resort could EVEN do something if he wanted. Maybe his frustration was coming from the fact that he received the complaints, but had no recourse to make any changes.

It could be an issue between divisions. Maybe the resort people have absolutely no say in the transportation and can't make an impact or any changes. PhotoDave mentioned speaking to the park customer service -- but maybe find a manager at the park for transportation. I believe all parks have a booth or office area for the transportation folks.

I hope that Disney responds to you since I've always felt on a whole they go above and beyond to make handicapped people happy and try to exceed rather than just meet their needs.

 

[TURKEY]

There really isn't much that the Front Desk can do. We'll listen to you complaints and contact the correct department (transportation) if you can't. Unfortunately, without a bus number, it's not a great deal of help to say that 3 buses came by our stop and didn't pick us up or put us in first.

The front desk could call another bus requesting that it needs to have a properly working lift. Other than that, the most I've ever seen the front desk do is set up 2 fastpasses for the next day at the park.

 

[strobe]

It's a shame that you had these problems. Seems very strange that not only were the bus drivers rude to you, but also a hotel manager.

Anytime I have been at Disney, the drivers I've seen have always taken wheel chair bound passengers and their families first, even before anyone else is allowed to board.

I've had problems with the bus system from time to time, but nothing major. I feel bad that your daughter had to experience this, it seems like a very unusual event - especially a condescending manager (they should know better).

If nothing else, be sure to let Disney know about this. It's not your daughter's fault she needs a wheelchair, and she shouldn't be treated with any less magic than someone who walks on their own two feet.

Again, from all my experiences with the Disney buses (and even an occasional rude driver), they have always been understanding of guests in wheel chairs, so this is definitely not a Disney policy!

It's unacceptable behavior, so be sure to let someone know.

 

[Gucci65]

I am horrified to read about your wheelchair experience in WDW. They should be ashamed. I hope someone from WDW contacts you and rectifies this situation for future visits.

I witnessed a fight that broke out last year while waiting for the bus and it was during the middle of the day. People in line started bad-mouthing the wheelchair family (one HUGE man in a wheelchair and 20 or so family members). People were mad since we had already waited 30 mins for the bus when this family walks up in front of everyone and demanded to be let on first since they had a wheelchair. I kid you not, I saw people start hitting each other. The bus driver put the wheelchair bound man on first, but told him family they would have to go get in line. Obviously, they would not be taking the same bus as the man in the wheelchair. The family got really p.o.ed and starting arguing with guests. The bus driver called security when people starting punching each other in the head (women too) and the family just walked off (yes, leaving the man on the bus alone). We were leaving MGM heading to Epcot - not all the people standing in the original line made it on that bus.

 

[slappy magoo]

Heh. That's something you try not to think about because it seems wromg, but it's true.

Sometimes, people in wheelchairs, or their friends/family/traveling companions, can be jerks.

Unless the wheelchair bound person was also an albino, and couldn't stay in the sun without dying, (in which case, why would he be in FLORIDA?) there's no need for them to try to cut in front of other people in line for a bus if doing so means people who had been waiting longer get stuck waiting for a different bus.

I'd like to think, if I were wheelchair bound for any reason, temporary OR permanent, and I knew people had been waiting longer than I had been, I'd wait for the next bus.

There are plenty of good-natured, kind-hearted people who happen to be handicapped, and there are plenty of good natured kind hearted people who will try to assist people like that. But there ARE people who use their wheelchair, or the wheelchair of others, to bully their way to the front of any line they can. I've seen it happen in the front of the Magic Kingdom years ago, an obnxoious man pushing an embarrassed woman to the front of the rope, as if that position was rightfully theirs. Not only that, he loudly complained that they should either drop the rope now, or at least let the two of them in because "Come ON! It's too hot for someone in a wheelchair to be out here!" Followed of course by threats of a lawsuit. Someone close by reminded him "It'll be just as hot on the other side of the rope you know," and then everyone else started getting in on telling the chair pusher off. Not a great way to start a "magical" day. The sad thing was, had the gy just been polite and asked to maybe get up fron and to the side to avoid the stampede, everyone might have been completely accomodating. But he wasn't, so they weren't. I mean, people who need special accomodation shouldn't neither have to beg for help, nor drool with gratitude when help is offered. Just common courtesy all around. It'll help us all evolve, people, and trust me, when we all get that extra thumb, you'll thank me.

 

[strobe]

Disney really does need to improve the queueing for the buses. It's really somewhat of a free for all at a number of the resorts, and there is always a jerk or two that can't be trusted to use the honor system. It's a bit frustrating to wait for 20 minutes, only to have someone rush out of the hotel at the last minute and push their way infront of everyone.

That said, I don't mind a wheel chair bound guest, and his / her family going on first. That family will have a much more difficult time at the park, and I don't mind letting them go first.

It's a shame though, to see so many people pushing and shoving like their at a feeding trough when trying to board the buses. It tends to get a bit out of hand. You always see that one guy who acts like the parks will magically disappear if he doesn't make THIS bus. :lol:

 

[Gucci65]

I think people who are truly wheelchair bound are entitled to as many perks as they can get. That includes getting in front of me at a bus, on a ride, etc. I thank God that I am able to walk around by myself and therefore feel the need to be kind to others who are not so fortunate.

BUT the guy in my story had to weigh over 500 lbs, this was obviously not your standard wheelchair. And before I make anyone mad, yes I do realize that he may have had a thyroid problem and not just an addiction to donuts. He was not rude, it was the other 20 people in his family who demanded they be put on the bus first. Demanded, not asked - big difference in my book. The line for the line was about 50 people deep.

This family of 20 would have taken up the entire bus.........they were all big people.

 

[Trishnh]

wow, what a horrifying story !! I know there is a lot of animosity out there towards handicapped people and 'special priveleges' they recieve. We never cut in line and wait in the que like everyone else and that is part of the reason why it was so unreasonable for them to fill a bus with general boarding when we were the first in line. We have a family of six and my husband always stood next to my daughter in her wheelchair and myself and the 3 other kids doubled up in seats so as not to take up too many seats. The lines for the busses can get very heated, though! One time we were waiting for a downtown Disney bus and we waited maybe 20 minutes and everyone was complaining how long it was taking. When the bus finally came, the crowd of people actually trampled over my 2 y/o daughter to get on the bus first!! She was crying because she was lost in a swarm of people and couldnt find me!

I usually hear about people complaining about the bus service and I have always found it to be very convenient and timely. This trip was the only time we have experienced bad service all around. If it had been one or two occasions that would be one thing, but it was a daily occurence for the 10 days we were there. However, this was also the first time my daughter was in the wheelchair.

 

[wannab@dis]

I guess I've never seen the "trampling" of people at the bus lines since we usually go during the off-peak times. But that is ridiculous. The parks are not going anywhere and guests should be considerate of everyone in the line, handicapped or not.

I guess we can just mark this type of behavior up there with the people that leave their trash behind, mess up the bathrooms, mark on walls, pick the flowers, and so forth. There are always the guests that cannot be considerate of the other people around them.