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View Full Version : If I complain about a Disneyland Employee, does Disneyland do anything about it?



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gr8estdude
01-04-2009, 01:35 PM
I had a problem with an employee at Star Tours. I took my 4 year old daughter to Star Tours, and he asked to check her height. I had no problem with that, as she gets checked all the time. However, I told the employee David from Davis, CA, that he should have checked the blonde boy that was about 3 families in front of us, because he was shorter than my daughter. (The family had walked by him, then he took about 2 steps to say something to them, then backed off).
He then proceeded to yell at me saying no he wasn't. I just said "yes he was", as I walked by him. He then told me that "If you keep complaining, I'll get security to escort you out of the park." My daughter wanted to ride it a second time, so we went through again. The other employee measured her, and I said nothing. Then he came out, and I said "that blonde boy was 2 inches shorter than my daughter. (I had my daughter stand next to him up at the top of the ride). He then yelled at me while I was 20 feet away "I run a safe operation here!". My daughter and I went a 3rd time, basically so I could get his name. He stopped the line at the couple in front of us, pointed at me in front of everyone and said "If you say anything, I'm calling security." I made a complaint to him at Guest Services at City Hall, and called Disneyland Guest Communications the next day to complain about him.
I was just wondering if they do anything about complaints, or like a lot of places, its swept under the rug. I'm a premium passholder and in the hundreds of times I've been to Disneyland, I've never had an employee such as David.

Malcon10t
01-04-2009, 01:42 PM
I was just wondering if they do anything about complaints, or like a lot of places, its swept under the rug. I'm a premium passholder and in the hundreds of times I've been to Disneyland, I've never had an employee such as David.They will discuss it with the employee. But the comment "I'm a premium passholder" usually will cause an eyeroll.

They will talk to other employees in the area and determine what most likely happened.

I missed something in your description though. Why was it important to you that the cast member check the "blonde boy"?

gr8estdude
01-04-2009, 01:50 PM
My daughter is 41 inches, so she barely meets the 40 inch minimum. The blonde boy was definitely shorter than her, (may or not meet the 40 inch minimum) so I just mentioned that he should have measured the blonde boy a few families in front of us. To me, in light of safety, they should measure everyone near the 40 inch, or if it is not important on that particular ride, they shoudn't measure anyone.
By the way, I didn't tell Disneyland that I was a passholder. I was just stating that I have gone hundreds of times and never experienced rudeness like I did from this particular employee.

PanFan
01-04-2009, 02:00 PM
Yes, your comments do get recorded and passed along to the appropriate department and ultimately to the CM themselves. This is true whether you tell Guest Relations in person, over the phone, or via email. As long as they know who you're referring to, they will follow up on it.

gr8estdude
01-04-2009, 02:04 PM
Is it a minor thing, or something that is taken seriously?

bstone76
01-04-2009, 02:16 PM
I don't agree with how the CM handled the situation but I would have probably told you to mind your own business if it were me..

Having worked in customer service for many years management usually considers the complaint as a "difficult customer" unless of course the same employee starts to get many complaints by many different people.

I would image the conversation went something like this:

CM explained the situation to manager.

Manager states "customer just was having a bad day, we all know how that it".

End of conversation.. Just my two cents, anyone agree?

Malcon10t
01-04-2009, 02:16 PM
Is it a minor thing, or something that is taken seriously?
They will determine that after they verify facts.

Remember, you don't know that he hadn't previously checked him, if he had visually determined he was tall enough, and even after all that, there is a final check at the grouping area, that if he is too short, he would have another check.

PanFan
01-04-2009, 02:20 PM
Is it a minor thing, or something that is taken seriously?

Depends on the situation and the managers who receive and act on the information. When they talk with the CM, they will present the story, hear their side, then give constructive feedback and/or discipline, if they deem the situation worthy of such after hearing all the pieces.

avalosn
01-04-2009, 02:25 PM
It definitely sounds like this CM may have had an issue; however, it also sounds like you may have escalated the situation by going on the ride multiple times. An alternative way to handle a situation like this is by asking to speak to a Lead CM. Often, if there is an issue or question, the Leads can help clear things up before it becomes ugly. Maybe they could have helped you figure out why the CM was asking to measure your daughter or talked to the CM about the way you felt you were treated? From my own experience, Disney won't tell you how a CM is reprimanded, but I know the complaint does go through the chain of command. Either way, it is never fun for the guest or the people around them when these situations occur. Best of luck!

DisneyMamaof2
01-04-2009, 02:26 PM
I don't agree with how the CM handled the situation but I would have probably told you to mind your own business if it were me..

Having worked in customer service for many years management usually considers the complaint as a "difficult customer" unless of course the same employee starts to get many complaints by many different people.

I would image the conversation went something like this:

CM explained the situation to manager.

Manager states "customer just was having a bad day, we all know how that it".

End of conversation.. Just my two cents, anyone agree?

Sorry, I don't agree. I worked in Customer Service as a manager for 7 years. Anytime I got a complaint about an employee, I took it VERY seriously. I did not place the complaint back onto the "mood" of the customer. As we all know, the attitude of the EMPLOYEE is a representation about the company that the employee works for. I don't think that Disney wants their reputation to be tarnished because an employee chooses to yell at a customer in front of other customers (adults and children).

If any of my employees yelled at a customer, that employee would be reprimanded on the spot.

gr8estdude
01-04-2009, 02:29 PM
I don't mind that they check my daughter's height. I'm all for it. In the interest of safety, they can measure her all they want. I'm disappointed in David's use of yelling at me from 20 feet, (by which he was standing next to another CM- the one that measured her the 2nd time, to which I had no problem with him).

bstone76
01-04-2009, 02:31 PM
I agree that what the employee said was not ok... and should be talked to. However, the customer was also in the wrong. The customer was telling the CM how to do their job. I would think that would upset most people, but the CM should have bit his tounge. I think the customer esclated a minor situation.

gr8estdude
01-04-2009, 02:31 PM
Also, in David, stopping the line a couple of front of me and my daughter so he can point at me in front of everyone and tell me he was going to call security if I said a word.

Sarah B in SD
01-04-2009, 02:31 PM
I don't appreciate people telling me how to do my job, especially when it is not their place to.
I subscribe to the "Worry about yourself" mantra

DisneyMamaof2
01-04-2009, 02:36 PM
My daughter wanted to ride it a second time, so we went through again.

My daughter and I went a 3rd time, basically so I could get his name.

As I see it, the OP went the second time because his DD wanted to ride the ride a second time, not to start trouble with the CM. He did say that he went through a third time so he could get the CM's name. Not to cause any problems, just to get the name.

He has also stated that he completely understands that it is a safety issue that the children are measured on the rides. He just feels that every child in question should be checked. I don't think that he was rude to the CM when he mentioned to him that he missed a kid that was shorter than his own DD. I think that the CM was out of line when he started yelling at the OP and threatening to have security throw him out.

Personally, I think the CM was embarrassed that he missed someone, and was called out on it.

avalosn
01-04-2009, 02:51 PM
Who knows if the "blond boy" had previously gone on the ride before? Maybe this was his second time and he had already been checked? Maybe his third time? Nobody really knows the answer, but I have to say I disagree with both parties behavior. The CM should have just apologized for "missing" or not checking the "blond boy" and the guest should have just gotten the CM's name on the first round, or even the second, and headed straight for Guest Relations (since he did not know he could ask to speak with a Lead CM). No questions asked, no yelling necessary. Even if the CM yelled at the guest, there are other people there with children, so just try to stay calm and handle it like an adult.

We saw a situation like this at the DCA GCH entrance on Friday and in the end, the guest was ultimately wrong about the policy. How embarrassing!

Malcon10t
01-04-2009, 02:52 PM
As I see it, the OP went the second time because his DD wanted to ride the ride a second time, not to start trouble with the CM. He did say that he went through a third time so he could get the CM's name. Not to cause any problems, just to get the name.I'm just surprised the CM in question was in the same spot after the poster had gone through the line 3 times and rode the ride twice. Plus, the second CM will probably be asked about his/her version of what happened.

Burnt Toast
01-04-2009, 02:53 PM
As a former Attractions Cast Member... worry about your OWN children. Don't worry about the "boy three families ahead of you" or anything like that, worry about your own children.

Nothing makes me more upset then when I do make it a point to check all children's heights and I get "you didn't check that boy" blah blah blah.

That's why there's MULTIPLE height checks.

Worry about your own children, not anyone else's. The more you sit there and argue with the Cast Member and make excuses on why they should let your child through when they obviously don't meet the height check, the more that Cast Member can no longer concentrate on his duties in a safety position.

gr8estdude
01-04-2009, 03:11 PM
Another CM said that some kid got sick in line for the ride, so they had all guests go in through a back door, up some stairs, and basically walk right into the numbered lines and inside. Literally less than 5 minutes from the start of the line and into the seats for Star Tours. It was on New Years Day about 6:30pm

cstephens
01-04-2009, 03:24 PM
As I see it, the OP went the second time because his DD wanted to ride the ride a second time, not to start trouble with the CM.

Yes, he said his daughter wanted to go again, but that didn't mean it was necessary for the OP to again bring up the blonde boy to the CM. The matter was over and done, even if the OP had already decided to report that CM. I don't agree with how the CM handled the situation in the first place, but after the initial confrontation, it seems to me the OP was continuing to pick a fight.

Rockchalker
01-04-2009, 03:55 PM
No questions asked, no yelling necessary. Even if the CM yelled at the guest, there are other people there with children, so just try to stay calm and handle it like an adult.

We saw a situation like this at the DCA GCH entrance on Friday and in the end, the guest was ultimately wrong about the policy. How embarrassing!

How embarassing for the children with that guest!

When I see adults arguing (whether at DL or a dept. store) with their children present it makes me sad.

gr8estdude
01-04-2009, 04:30 PM
Rockchalker,
I never argued with him or once raised my voice at him. The first time, I told him he should have checked the blonde boy, and when he replied, I said "yes he was", as I walked passed him. The second time, I told him the blonde boy was 2 inches shorter when they stood next to each other. The third time, I never even said a word.
My guess is that you don't have children. The only time I have ever argued with someone at Disneyland in the hundreds of times I've been there is when some boy took one of those lightsabers that they sell there (I don't know why they sell those things at Disneyland by the way), and hit my daughter in the back of the head with it while we were all sitting at dinner at the Mexican restaurant Rancho Del Zozalo. When I said something to the parent, that parent told me to mind my own business. I argued it is my business when they aren't watching their children and hitting mine with something that they bought.
Obviously, you not wanting to be sad and argue while your child is there would let the other kid keep hitting your own kid. My wife and friends will attest, that I rarely argue even when my children aren't around. I didn't raise my voice to the CM and only said 3 sentences to him. Since you are in my guess childless, by the way you worded your message, if and when you have children, you will learn that there are times you are going to have to argue with someone to protect them.

turkeymama
01-04-2009, 04:59 PM
I do have children and I go out of my way to avoid confrontation in front of my children, unless of course there is a true safety concern. I love to argue, but I would like my children to see how to make it in the world without jumping on every issue. It is called "choosing your battles".

I agree it can be frustrating when you feel like your kid has been singled out and others haven't. Unfortunately, sometimes you can't prevent these things from happening. I still fail to see what the real issue was to start with.

Btw, I thought I would put my 2 cents in as a person who has children.

Malcon10t
01-04-2009, 05:10 PM
Since you are in my guess childless, by the way you worded your message, if and when you have children, you will learn that there are times you are going to have to argue with someone to protect them.Rock does have children, which you would know if you read other areas than just this thread. I have 4 children (now adults.) From what you have added, you raised the stakes your second time through the line by commenting on the previous issue. What was the point? The other child had 4-5 places to be measured. It appears they passed the other markers. Why pick on this cast member? New Years Day was extremely busy (yes, I was there also.) Most people here know I am against a child using lifts or being snuck onto a ride when they are not tall enough. BUT, it is NOT my job to police them. That is the CMs job. If they pass one by, its not my job to say "They are too short!" You weren't arguing to protect your child. You were arguing to make your point at the cost of your child's enjoyment.

leota's necklace
01-04-2009, 05:38 PM
I've worked customer service (not at DL) and, by reading the OP's version of events, it seems to me that the OP is at least a busybody, if not a troublemaker. With that I would give less credence to his description of the behavior of the CM.

If the CM did talk back as reported, I wouldn't blame him, but it wouldn't be "Disney", either.

Every time I see a Guest act like this (telling a CM how to their job) I think more CMs should either be canonized or receive hazard pay.