Complaints

[Susan Veness]

It's a touchy subject, but one we hear over and over so I thought I'd make a quick post about 'complaints' when you're on holiday in Orlando (or anywhere in the US).

Heaven forbid anything should go wrong on your holiday, but if it does, you MUST bring it to someone's attention while you are still there. For example, if you have a problem in a Disney park, restraurant or resort, the time to mention it is either while it is happening or while you are still in that park/restaurant/resort.

If you wait until you return home, thinking you'll send a well-worded email or letter, it's already too late. Disney will (sometimes) very politely respond to your call or letter, but it is unlikely in the extreme they will do anything about it. Often, you'll get a form letter stating something along the lines of 'We are sorry to hear you were unhappy about.....', but no resolution and no apology about the problem, just sorry YOU felt that way.

It's awkward and uncomfortable to seek someone out and complain to their face, but if you want your issue to be 'heard' or if you want some sort of compensation (which may very well be justified!) you MUST bring it to someone's attention right away. Leaving the park and calling later, even the next day, may not get results.

There are some issues that may receive attention after the fact, but most won't. If your server was rude, your food inedible, park hours not what you expected or someone got hurt but didn't go to First Aid, prepare to receive a form letter apologizing for your unhappiness. If you address it at the time, you are much more likely to get a satisfactory result. :)

[dmrevis]

I can honsestly say that i dont think ive had a single complaint in 3 trips to Disney World and one trip to Disneyland.

[namtaf]

Two years ago we went to disney for xmas day oh what a big mistake:o.
The park was full to capacity by 10.30am and the children got on three rides all day,
no cash machines worked the restaurants closed for one hour at a time to clear the lines
and on the way out the queue for customer services was about two hours long with loads complaining about there day. when we got home we sent an email to disney as yet still no reply:tut-tut:

[dmrevis]

In my humble opinion you cant go to disney at peak times then be narked at the fact its busy.:redconfus

[namtaf]

not just busy well over crowded ;)

[dmrevis]

Again, to be expected at peak times.

[Susan Veness]

Christmas Eve, Christmas Day and New Years Eve are the three busiest days of the entire year, and Magic Kingdom invariably closes due to capacity (usually by 10am). But it does take people by surprise. The kind of crowds you will encounter on those days are hard to imagine until you have seen them or, worse, been in them.

That's one reason we advise avoiding at least Magic Kingdom and preferably any park on those days UNLESS you know what to expect and are going just for the 'atmosphere'. Otherwise, you're going to be seriously shocked and disappointed.

But again, unless you've seen the crowds, it really is almost impossible to imagine the park could be THAT busy. I can fully understand why people who aren't aware of how massive the crowds are would come away upset and unhappy.

[mikeymouse]

christmas day is a magical day in our house hold a real family sort of day, sorry folks but we would never trade this day for a day at the MK, Christmas and Disney are both Magical spectacular things in our lives but to have them on the same day is not for us im afraid santa comes down the chimney in our house he does not come along on the mono rail or the disney express train , having said that we would trade any other day for a day at MK
:happy-smi

[sex kitten]

I have to agree with Susan.
We had a problem with parking at Universal one evening. Basically there was no one directing and the cones led you back out onto the highway.
After two tours of the parking lots we moved the cones and parked, but missed out on dinner before the Mardi Gras parade and concert. We went to guest services and voiced our complaints. We were passed a form to put it in writing, sincerely apologised to, given a free parking pass and assured that they would look into our complaint.
On our return home, there was a letter of apology waiting for us, with an assurance that their procedures would be altered to stop it happening again.
A big thumbs up:happy-thumb for Universal. :)

[Susan Veness]

VERY glad it was resolved to your satisfaction, *** kitten (by the way, I've been wondering where you were! Missed you around here!). You did the right thing in complaining right away, and you must have done it respectfully. It's astonishing how many people come at the CMs or employees like raging bulls, then wonder why they didn't get a heartfelt apology.

I'm sure all of us have at one time or another seen a guest complaining in the parks, and you can just tell who is going to get a good result and who isn't. We saw a woman once who was screaming at everyone, saying she was 'abused by the security guard'. Turned out she went through bag check, then came back out of the park to meet some other members of her group who had just arrived, and was upset when the security guard asked to check her bag again. She felt it was abuse and she wanted a full day's park pass for her and her son as compensation. She screamed at these two Cast Members for a good 15 minutes. Now, imagine the next person who approaches the CM she was screaming at. How many of us could have the good grace most CMs and other park employees have, after staying calm during an incident like that?

But they do listen to each complaint, and I think they do take each one seriously. If they can make it better, they will, even if they can't fix it right at that moment.

[Simon Veness]

Susan makes a very good point about HOW you complain to a guest services staff member, as we see this kind or argumentative approach far too often. Guest services will often go out of their way to put things right, if it is within their power, and taking a softly-softly approach often works wonders in this respect :)

On a different note, it is amazing how many people complain about the slightest thing and demand that it has ruined their day and they need compensation (like extra tickets, etc!). You really do wonder sometimes.... :rolleyes:

[Catlady]

I used to work in a customer facing job and if a customer was particularly rude especially swearing then I certainly wouldn't go out of my way to be helpful I'm afraid. The friendly approach works much better.

[sex kitten]

I know exactly what you mean about the right and wrong way to complain. Whilst i was in guest services another lady was ranting and raving over something and the cast member really wasnt interested in what she was saying.
I only really went in to point out the problem if they werent already aware of it, as no end of people just drove off, so they were losing business on a saturday night.
Was very pleasently suprised at how serious they treated it, and the letter of apology gave us such a good feel factor, when we got home to think they obviously value their customers.
Nice to know i've been missed Susan. Have been away for a few weeks, then had friends over to stay from Canada, constant catch up at work since. Nice to be back tho.:angel: