Would You Be Upset and/or Ask for Anything?

[Bairstow]

Would these people do the same wherever they are? Like I said- Atlantis or Beaches.
Is it only at WDW, or is it just the type of person. Are we all paying for that?

People read online that one person gets conpensated, and in my observation it's snowballed into a huge number of people who now expect compensation. The money has to come from somewhere.

Not if Disney is actually making money by giving out the compensation.

Comping a family a bunch of one-day passes is probably going to make the company money, not cost it. That family would have to book another small vacation just to use those passes, and very well might.

Same goes with replacement party tickets. Not so scary isn't sold out this year- giving people who weren't otherwise going to go again free tickets costs the company little or nothing in additional operational costs- those parties were going to happen anyway- but now they have X number of additional people who are going to be there buying food, drinks, and merch.

 

[rob0519]

We did the same thing (Fantasmic Dining) two years ago and there was rain most of the afternoon, but we soldiered on and went and sat at the stadium before the show. They actually came around to everyone in the dining package section and mentioned that the tickets for the section were usable another night if the show happened to be rained out. VERY generous of Disney. They even said they would be able to exchange for another night before the show if we wanted. We decided to wait it out and after two delays, we got the full show.

At the time we were not given an option for another night. It wouldn't have mattered anyway as we would be gone by the night of the next show. Because it was lightning in the area and not just rain they evacuated the stadium within five minutes of the start time.

 

[Chef Mickey]

If you contacted them to complain about the evening, then it's already assumed that you are asking for compensation. It was a very nice gesture that they refunded your tickets since you stated you stayed and saw the parade and fireworks.

My feedback is generally more oriented toward improvement for the company because I actually care about it, financially and emotionally. I own a lot of Disney shares (well into 4 digits) and don't really like the idea of them giving refunds left and right.

They weren't equipped to handle the situation on site. That's fine and I have no problem with it. Our night was impacted by their inability to perform the parade at scheduled time (and actually cancelled it). My only goal in letting them know the party was not a huge success was to provide feedback. I never ask for refunds, compensation, or free stuff unless it's justified. To be honest, I wasn't worried about what Disney would do. If I felt strongly enough about not getting the value, I can always deny the card with Chase and they'll either write it off or fight with Disney about it.

I typically side with companies, but I think I had some room to complain, particularly because of the nature of the event and the tight time window. Disney doesn't control the rain, but neither do I. They can't refund general admission tickets, but I consider this a special situation.

I have no doubt my kind and understanding demeanor and frequency of trips to WDW helped my cause. I am also not demanding a refund and yelling at them. It's $150...I wasn't that concerned, but I wanted my experience heard.

 

[JIMINYCR]

Sure I'd be upset too that I paid for an event and didnt get all that I paid for, but I wouldnt ask for compensation only because it was the weather that ruined the event. I would only expect compensation if the event was ruined by something that Disney caused. Going in to anything that can be hampered by weather, you know you are taking a risk. I'd vent, grumble and be mad but then I'd shrug my shoulders and chalk it up to my bad luck at getting caught in the wrong days weather. If Disney offered me a day ticket I wouldnt refuse it, at least I'd be getting something.

 

[Chef Mickey]

I know that you're not a chronic complainer, so this isn't directed at you, but here's what I always wonder-

I never knew that Disney compensated so many people until I joined message boards about a year ago. I have to wonder, are we all paying for this? Could it be a factor, no matter how small, in price increases?

But mainly-

Why at WDW do people expect everything to be perfect?

This is the question that I just can't figure out.
Last year, in Key West Florida, it rained Every Single Day of our vacation. Rained, stormed and waterspouts popping up. We stayed at the Casa Marina, which is a relatively nice Waldorf, in an ocean front room...definitely not a budget friendly stay..and I think we maybe were able to see the sunrise once.
Their pool is amazing- we were able to use it once.
We went to Ft Zach beach- spent over $70 and it rained (as in storm), and a waterspout formed, within 5 minutes of getting in the water.
We went on a Sunset Cruise- $150. It rained, then poured, no sunset, couldn't walk outside, and the cruise ended early.
Went to Dry Tortugas before, $300 for 2 people. Rained horrible within 15 minutes of getting on the boat, seas were incredibly rough, couldn't snorkel due to rain.
All of this completely sucked, every single day of a 7 night stay, and was massively frustrating.

None of these costs were refunded to me. Nor did I expect them to be- because I knew upfront that there are no refunds due to weather- unless the company cancels before departure.

But at WDW people always expect something. I just don't get it, and have to wonder if it does play a small part in increases.

In general, I think you are right and actually 100% agree with you. I probably even agree with you in this case, but I got lucky.

It's funny, the rain thing actually happened at the Ritz in Caymans and they comped me a night and free dinner, without even asking (we were scheduled to have a Cabana out on the beach, but rain prohibited it).

I guess my point is that the most customer-centric companies (Ritz and Disney I think are in that boat) will try to see the forest through the trees. The margin for Halloween Party tickets is absolutely higher than a general admission ticket. They already received the revenue from my general admission, they knew I was staying on property, they knew I ate on property, and they knew I was staying 9 days. Giving me back the $150 just to "keep me happy" was a good move on their part, in my opinion. Would I have gone back anyway? Yes, I would...but perhaps others would not like having the "bad taste" in their mouth.

Happy customers spend more money, come back more often, and tell everyone how great Disney is. American Express does the same thing for their customers because they know big spenders use American Express Gold and Platinum cards. Chase does it for Sapphire Reserve members too. I work at a Fortune 20 company and we do it too. It's seen as an investment, an investment in future spend.

It's a calculated move that I don't think they would do for just any guest, particularly an irate guest that has never been, stayed off property, and only stated 2 or 3 days.

My point is, companies do this all the time for their more "loyal" customer, which I certainly am. She seemed to be a Disney fan as well and truly understood my disappointment with the night. She was actually near the Magic Kingdom on that night and could sympathize with me.

I never ask for compensation because I don't think that's a fair question in almost every circumstance. She said "she'd like to refund your tickets for you. I can see you've been 8 times in the last 3 years."

 

[Chef Mickey]

This is also why I tell people Disney's prices aren't that high.

Imagine the amount of BS they have to deal with on a regular basis and how many concessions they make for upset guests? It's just part of dealing with the public and is why I considered 20% operating margins to be pretty low/fair for something this large scale.

 

[thomas998]

I'm interested to hear what others would do in this situation. I am not mad at Disney at all. It's not their fault, but I do think they could/should have an acceptable response/solution to the issue.

Cliff's Notes: Halloween party 9/13, rained until 9:15 (too hard to really even move around with poncho). Cancelled 8:45 parade bc it was pretty bad. Guest Services overrun with 200 people, would not give swap fro Friday Party. Cleared up and still had Fireworks and second parade. Basically half the Halloween party was a "rain out" as even the Mine Train closed for a while and were not handing out candy.

More details:

Anyone else at the Halloween Party on 9/13? If you were, you know it was the only rainy night in the last 8-9 days in Orlando.

It rained (hard) from around 7pm-9:15pm during the Halloween Party. Pretty bad luck if you had tickets to the Halloween Party. They cancelled the 8:45 parade.

I'll say this. I am a Disney apologist and I know they don't control the weather. This was pretty bad though. We had ponchos and normally have no issues walking in the rain with a poncho and enjoy the parks. This wasn't that situation.

The Halloween Costumes made it harder to just "forge ahead" because my wife had special makeup, dress, etc and it kind of took the fun out of it wearing a Poncho and trying to avoid getting wet.

My shoes/socks were getting wet just walking on the streets, so we had to take cover until after 9. We rode the Haunted Mansion several times in a row and waited it out.

Parade was cancelled. Trick or Treat Stations were not operating everywhere.

Went to Guest Services and probably over 200 people were already there. I was going to ask to swap Halloween Party tickets for Friday. I didn't want to wait in line, so I luckily found a Guest Services person who just happened to be walking outside and she said they were unwilling to do swaps, so don't even bother asking. At best, they were offering 1 day base tickets for any day in the future (decent, but basically worthless to anyone who goes for several days and additional days cost $10 or so after 7 days).

I wasn't satisfied but I appreciated her honesty. We decided to make the best of it and enjoy the fireworks and second parade. It did hurt our plans because we wanted to do the first parade, fireworks, and focus on doing rides with a slower park.

We ended up having a good time, but I'd say we kind of didn't get our money's worth. With the cancelled parade, over 2 hrs of rain, and closed trick or treat stations, there wasn't a lot of value for 5 hours and $150 for 2.

I sort of understand Disney's position too. What are they supposed to do? Refund everyone? Give everyone tickets for free to Friday? (then they can't sell tickets for Friday bc everyone from Tuesday is going free).

Tough situation, but I did contact Guest Services and will look into it.

What would you do?

If Disney provides bad service in a hotel, restaurant or park... I'll complain long and loud.... But I'm not going to complain to Disney for bad weather. You are in the peak hurricane season at WDW when you go there this time of year. Now I understand your pain... I've been to DL for a Halloween Party and it rained the entire night without ever letting up.... That was also the year we started buying multiple nights for any special party at Disney... We do it for Halloween and Christmas when we are going there because you can never depend on the weather.... It has saved us before when one party was rained on.... but I would never complain to Disney about the weather.... You want to complain, complain to God he has more to do with the weather than Disney... just don't expect any answer.

 

[21stamps]

In general, I think you are right and actually 100% agree with you. I probably even agree with you in this case, but I got lucky.

It's funny, the rain thing actually happened at the Ritz in Caymans and they comped me a night and free dinner, without even asking (we were scheduled to have a Cabana out on the beach, but rain prohibited it).

I guess my point is that the most customer-centric companies (Ritz and Disney I think are in that boat) will try to see the forest through the trees. The margin for Halloween Party tickets is absolutely higher than a general admission ticket. They already received the revenue from my general admission, they knew I was staying on property, they knew I ate on property, and they knew I was staying 9 days. Giving me back the $150 just to "keep me happy" was a good move on their part, in my opinion. Would I have gone back anyway? Yes, I would...but perhaps others would not like having the "bad taste" in their mouth.

Happy customers spend more money, come back more often, and tell everyone how great Disney is. American Express does the same thing for their customers because they know big spenders use American Express Gold and Platinum cards. Chase does it for Sapphire Reserve members too. I work at a Fortune 20 company and we do it too. It's seen as an investment, an investment in future spend.

It's a calculated move that I don't think they would do for just any guest, particularly an irate guest that has never been, stayed off property, and only stated 2 or 3 days.

My point is, companies do this all the time for their more "loyal" customer, which I certainly am. She seemed to be a Disney fan as well and truly understood my disappointment with the night. She was actually near the Magic Kingdom on that night and could sympathize with me.

I never ask for compensation because I don't think that's a fair question in almost every circumstance. She said "she'd like to refund your tickets for you. I can see you've been 8 times in the last 3 years."

The situations I mentioned have both happened to me...at Beaches, in the DR, and at a Sandals..all were all inclusives and did not offer compensation, but I didn't ask.
Mostly because I like to travel in the Fall, and I know that's risky.

Now Atlantis is a different animal. I have severe problems with them, and it isn't the weather. Even before the new ownership. I have been a loyal customer for 15 years and over 26 visits. Including annual NYE trips.

I have watched them grow, and grow. In itself that's fine, my problem is although the waterpark is more expansive now, their rooms have expanded in numbers as well..that's still ok. However- the amount of day passes are ridiculous!!!! After crazy crowds and annoying day guests during my last visit, and mostly exceptionally horrible service, worse than ever before (one example- delivered wrong meal to me for room service. Waited 45 minutes for new meal--this was breakfast!!!) I, for the first time ever, complained. I've dealt with the slow service and over priced drinks and food for years. I've dealt with their obnoxious room prices and dock fees. At some point though, what are we paying for?? Ok the hotel next door has always received passes, cruise passengers have had the opportunity to visit- I get it, maybe they'll choose Atlantis as a future destination..but when is it too much? It's overcrowded. How can I justify Royal Tower prices at this point when the service is horrible to an all new low?

I sent a very non nasty email explaining my thoughts and review of that trip. I didn't expect a free stay, I just wanted them to maybe acknowledge that they should cut back on the passes..maybe apologize for the bad service..maybe comp a meal for me on my next trip..maybe I just wanted them to hear me vent. I received an email back that stated "Ms. S, You are a valued guest. We are sorry that you didn't enjoy your stay with us. We do hope you will visit again. "

The end. Almost 30 visits and that's what I received. I can't even count as high as the amount of money I have lost it their casino. Needless to say they won't be seeing any money from me for quite sometime. No matter how much my kid begs to go there.

There are things that I feel are justified complaints. Standing in the rain to complain to a CM that it's raining? Not one of them, for me.

 

[bunnyman]

What is different from paying for a regular theme park ticket and it rains all day and all the "outdoor" rides are closed, vs. paying for a "ticketed" event and it rains? Nothing! Unless the park physically closes, they are under no obligation to do anything. The one time I experienced them doing something was on the day of Hurricane Charlie. The parks closed at like 1pm or something, and as you exited the park they handed every guest a 1-day plastic theme park ticket.

 

[Chef Mickey]

The situations I mentioned have both happened to me...at Beaches, in the DR, and at a Sandals..all were all inclusives and did not offer compensation, but I didn't ask.
Mostly because I like to travel in the Fall, and I know that's risky.

Now Atlantis is a different animal. I have severe problems with them, and it isn't the weather. Even before the new ownership. I have been a loyal customer for 15 years and over 26 visits. Including annual NYE trips.

I have watched them grow, and grow. In itself that's fine, my problem is although the waterpark is more expansive now, their rooms have expanded in numbers as well..that's still ok. However- the amount of day passes are ridiculous!!!! After crazy crowds and annoying day guests during my last visit, and mostly exceptionally horrible service, worse than ever before (one example- delivered wrong meal to me for room service. Waited 45 minutes for new meal--this was breakfast!!!) I, for the first time ever, complained. I've dealt with the slow service and over priced drinks and food for years. I've dealt with their obnoxious room prices and dock fees. At some point though, what are we paying for?? Ok the hotel next door has always received passes, cruise passengers have had the opportunity to visit- I get it, maybe they'll choose Atlantis as a future destination..but when is it too much? It's overcrowded. How can I justify Royal Tower prices at this point when the service is horrible to an all new low?

I sent a very non nasty email explaining my thoughts and review of that trip. I didn't expect a free stay, I just wanted them to maybe acknowledge that they should cut back on the passes..maybe apologize for the bad service..maybe comp a meal for me on my next trip..maybe I just wanted them to hear me vent. I received an email back that stated "Ms. S, You are a valued guest. We are sorry that you didn't enjoy your stay with us. We do hope you will visit again. "

The end. Almost 30 visits and that's what I received. I can't even count as high as the amount of money I have lost it their casino. Needless to say they won't be seeing any money from me for quite sometime. No matter how much my kid begs to go there.

There are things that I feel are justified complaints. Standing in the rain to complain to a CM that it's raining? Not one of them, for me.

That's interesting and also why I consider cash compensation the best and most direct way to solve issues. Comping passes has unintended consequences like overcrowding and expectations for future "free stuff." To me, just refunding the money closes the issue and leaves the customer happiest. Could it spoil you for next time? Perhaps, but I think only bottom of the barrel type people will try to milk the situation and take advantage of it next time.

That's disappointing from Atlantis. That wasn't handled well and I'm sure they can somehow track your spend over the years. I wouldn't have stopped there with that response. Good companies want to make it right, particularly if you have a legitimate concern. They just don't seem interested in fixing the issue.

In the end, I do think I had a legitimate complaint - even though it technically wasn't Disney fault it rained. They recognized that and didn't want me to feel somewhat ripped off. The rain prevented them from performing their duties and they saw that as an opportunity to make me whole. They also know that a happy customer will spend more later and a $150 from the total I spent there on this trip and others is a true drop in the bucket. Atlantis should realize the same thing. Now they've lost your business.

It's now you see how mishandling an angry customer can actually hurt the business, even if it saves them a few hundred dollars in refunds today....you won't be going back. Ultimately, a loss for Atlantis.

 

[wdwfan22]

My feedback is generally more oriented toward improvement for the company because I actually care about it, financially and emotionally. I own a lot of Disney shares (well into 4 digits) and don't really like the idea of them giving refunds left and right.

They weren't equipped to handle the situation on site. That's fine and I have no problem with it. Our night was impacted by their inability to perform the parade at scheduled time (and actually cancelled it). My only goal in letting them know the party was not a huge success was to provide feedback. I never ask for refunds, compensation, or free stuff unless it's justified. To be honest, I wasn't worried about what Disney would do. If I felt strongly enough about not getting the value, I can always deny the card with Chase and they'll either write it off or fight with Disney about it.

I typically side with companies, but I think I had some room to complain, particularly because of the nature of the event and the tight time window. Disney doesn't control the rain, but neither do I. They can't refund general admission tickets, but I consider this a special situation.

I have no doubt my kind and understanding demeanor and frequency of trips to WDW helped my cause. I am also not demanding a refund and yelling at them. It's $150...I wasn't that concerned, but I wanted my experience heard.

Why do they need feedback on an event you found not to be successful because of weather? Weather is beyond their control. I'm also a stock holder in the triple digits and that has nothing to do with your situation. By contacting them regarding the evening, you were looking for compensation plain and simple. They were very nice to do so, since you admitted to seeing two of the exclusive party events. And why could you deny the charge with Chase, you got what you paid for? The party wasn't canceled and they did perform all 3 of the exclusive offering during the evening.

 

[Chef Mickey]

Why do they need feedback on an event you found not to be successful because of weather? Weather is beyond their control. I'm also a stock holder in the triple digits and that has nothing to do with your situation. By contacting them regarding the evening, you were looking for compensation plain and simple. They were very nice to do so, since you admitted to seeing two of the exclusive party events. And why could you deny the charge with Chase, you got what you paid for? The party wasn't canceled and they did perform all 3 of the exclusive offering during the evening.

In my estimation, the experience wasn't exactly what I paid for and Disney agreed enough to make it good. You're also wrong. I've contacted Disney many times not seeking compensation, this included. I give feedback literally after every trip.

Chase covers you for all kind of things. I would have denied the charge only if I felt strongly enough about my position and if Disney's response was cold and uncaring. I still hadn't decided what I was going to do and Disney made it a moot point.

I do agree on some level. Contacting them, I knew they might do something for me, but I in NO way asked them for anything. I never do. I always give feedback and am perfectly OK with no compensation in most cases. I simply told them it was not as expected, the 1st parade cancellation and puddles really did impact our night.