How does Disney handle problems or complaints? - PassPorter - A Community of Walt Disney World, Disneyland, Disney Cruise Line, and General Travel Forums
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My question is; have you had something negative happen to you at Disney that you wanted fixed and how did they handle it. I'm just wondering how they have fixed issues/ grievances for you.
I ordered tickets for Wishes Dessert Party for Dec 16th and have found out on another site that dessert pary will not be offered on the same nights as hard ticket events, only when the regular fireworks are scheduled.
So I called and the cast member, at wdw-dine, she told me that there is a dessert party planed but no fireworks for that night. She does not understand why they even sold the tickets for the 16th, 30 tickets sold, she said under her voice. She asked me to pick either the 13th or 15th, she found out that they are full.
She placed me on hold for a few minutes, when she came back she informed me that the “Moving Team” will be getting in contact with me and the other people about this. I asked her what would they do? I told her that I had gave up Le Cellier for this tickets, that I order and paid for this dessert party cause my husband has had a very hard year and I have special plans for him on this trip and now this is happening. Again asked if she knew what will happen or if I could talk with someone on the moving team. She told no, someone will get in touch with me is all she said. I asked her if that will be before the trip or on the trip, if they have not by the night of the trip what do I do. She could not answer me, she told me that someone will be calling me and all the others for this night the 16th cause someone screwed up major. She asked if there was a dining that she could help me with. I was so upset that I could not think. What is all I could say.
So what do I do now? What is going to happen? Again I am still asking what, how and why?
That's kind of surprising because last year, I did attend the Wishes Dessert Party on a same night as MNSSHP. When I called this year, they'd told me that that would still be in effect. I guess they changed it?
I've heard different solutions for different problems. Last year, I had printed out our dining ADRs from the Disney site with confirmation numbers and times, straight off the website. Three of our ADRs (including Le Cellier, the most difficult one to get by far) somehow got changed in the system to new earlier times, but kept the same confirmation #s. Usually if the time changes, it also changes the numbers.
Even though I had with me printed out confirmations, since the time of the ADR had already passed for Le Cellier, they wouldn't seat me or honor the ADR since in their eyes I just hadn't shown up at the correct time.
The other restaurants either were able to work me in to the schedule or give me a later time, but it really messed up our day plans to go to the new ADR time.
For us, they gave us some park tickets. They wouldn't subtract their value from our current package, so they'll just be sitting there until we can go back without a package.
Since you have several months before Dec. , I'm sure someone from the "moving team" will get in touch with you to make it right. Disney is known for their World Class service. Do they mess up sometimes- absolutely, they are human like the rest of us and it's important to keep that in mind. But I've never heard of an instance where Disney didn't listen to the issue and correct it the best that they can.
Also keep in mind that the hands of the CM you spoke with are tied, and while I can understand your frustration with the situation, it's not something to get angry with the CM about. I'm sure that you will be contacted by an appropriate person when they have some resolution for you (what that is could vary.) That's a bummer that you passed up an ADR at Le Ceilier for the desert party that night, keep checking to see if maybe something opens up and you can get that back.
I hope that this all gets worked out for you Definitely take some comfort in knowing that Disney is a world leader is service recovery and they really do an awesome job in making it right.
With being upset, more disappointed that we were going to miss this special night. I called dining again tonight and talked with a LeeAnn , I explained to her what was said to me this morning and what I going through for some of the other ard’s. She could not understand why the other CM gave me the wrong info this morning. She even asked about the “Moving Team” that she never heard of them. She reaffirmed to me that I do have tickets for the Wishes Dessert Party at 8:30pm and we will see fireworks at 9:30p. She made sure that I had tickets for MVMCP, I do! So now, I can breathe easy and keep all my plans the way I have them.
I'm glad you got the right info this time. I thought it sounded weird, because like I said, I went on MNSSHP last year, and there's also a thread in the Food forum about who's going on MVMCP nights. I'm glad you got it all settled
There are good, conscientious CM's and don't-give-a-care CM's, too, just as there are people of both types in other jobs, of course.
It's also possible that the first CM you spoke with was somewhat less experienced and thought she was giving you accurate information but really had no idea what she was talking about.
I used to work retail and was often appalled at how some new people would just lie to customers when the honest answer would have been, "I'm sorry. I don't know, but I'll try to find out for you." The lies were sometimes so idiotic that even the customer could figure out that's what they were.
It often takes people at least a full year to learn all the little ins and outs of what can or can't be done, so I think it could be that you were simply unfortunate enough to have spoken at first with a CM who just didn't know what was what.
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“People say nothing is impossible, but I do nothing every day.” —Winnie-the-Pooh
Thats great that it all going to be ok!! I had an issue with a CM a few years ago - My inlaws were going to be coming with us and at the 46 day mark they changed their minds so I called and spoke to a CM and she canceled both our rooms and couldnt get our rooms back!!! Then when I needed to changed the number of people for the ADR she canceled those too and quess what couldnt get them either!!! I was so upset we had planned this trip for a year and it all went down in a matter of seconds!! I called and wrote and got in touch with a Manager and they credited me $1000.00 towards our next trip. So we didnt go that year and went the year after.
My very first trip to Disney, my kids were 3, 5 and 7 at the time, and I am a single parent. I was frantic for MONTHS making plans and lists....well, you know how that goes! Our flight got in around 2pm, checked in by 4:30, trying to get kids to bed by 8pm or so...NO LUGGAGE. I started what would be the first of MANY MANY phone calls to find our things. I knew it would take a little while for ME to deliver the bags, but midnight came and went, and no one seemed able to locate them. I was told they were on their way, they were lost, someone would call me, etc etc. By the time they were finally located and delivered to our room, it was almost 3am. I was crying from worry and frustration, and sheer exhaustion. Here we had planned this trip for months, saved pennies for FOREVER, stuck in a hotel halfway across the country with no luggage. (I know, you are supposed to carry essentials in your carry-on, but, again, single mom, 3 kids...who's going to lug all that through 3 airports?!)The various cast members that I dealt with were kind, but not really too helpful. One CM, in an effort to calm me down, said "Who is your kids' favorite character?". I did think they might have something special planned to appease me, but nothing ever came of it. BUT...the rest of the trip was magic, of course!!
IMHO it seems that they do more for you when you have a problem when you are actually there. Before or after your trip they seem to not care. I would work on trying to fix the problem before hand BUT if you are not satisfied talk to a manager once you are on property and they should do something to make it right.
I have had only good experineces with things going wrong. All the CM's I have dealt with have always done more than I thought they should have. My example: Aug. 09 We were leaving MK after EMH so it was around 2 am. We stopped at the bathrooms by guest services. We were in there all of 5 mins. My youngest DD left her lanyard in the stall. She realized this at the turnstile before we exited. So I ran back to the bathroom...no lanyard. Tears ensued because she had about 9 pins on there from 04 , her first trip. We went to guest services to file a lost and found sheet. While we were filling it out the CM ran in the back and came out with a certificate signed by Mickey, Donald, Minnie and Goofy with FOUR trading pins attached to it. MAGICAL is the only way to describe how that made us feel.
Glad you got the correct answer. Unfortunately, there are always going to be cm's that do not know all they need to know either from lack of experience which I would hope was the case and not just someone who just didn't care.
I KNOW this is not going to help but we went to MNSSHP this past Saturday (18th). I wanted to get the Dessert Party tickets. When I called I was told that there was not going to be any Dessert Parties during the Hard Tickets Events this year.
Lo and Behold, there was no Dessert Party going on when we went to MNSSHP.
BUT...... While planning all of our Disney vacations I was ALWAYS told something different from each CM I spoke too!!
Congrats on getting stuff sorted out, I was sure Disney would make it right... I have never benn dissapointed! But I have neer heard of the moving team so that is new to me.
I have seen pics and info on a Nemo room in the Martinique building of Caribbean resort, but when I phoned to ask for it in January, the CM actually giggled and said she never heard of one on Disney prop... I guess sometimes they are not on the same page... I will call again and hopefully they have heard of it.
Congrats again!
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How does Disney handle problems or complaints?
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Definitely take some comfort in knowing that Disney is a world leader is service recovery and they really do an awesome job in making it right.
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