Walt Disney World

Walt Disney World

WALT DISNEY WORLD:

Below is a copy of the complaint I filed against Disney World. Their response to my complaint was to mail me entrance tickets to Disney World. I live in Texas, I am sure I am just going to jump in the car and run the kids up to Magic Kingdom in Orlando, FL for the day...GIVE ME A BREAK!

Also, I read a complaint against WDW about their recent (this summer) vacation, they stayed at the Port Orleans Riverside as did we. I would love for you to foward this email to them along with my email address. I am considering a lawsuit against WDW, They also noted that they did not have an email address, here it is: Email User

I can also supply them with a telephone #, which is not listed anywhere, not even the BBB has it the guest services #. I wa able to locate the Disney Corp legal dept # in Calif. When they answered, I informed them if I did not speak to someone by 5pm central time, I would be willing to bet my attorney would have better luck getting the Guest Services phone #. They put me thru right then.

Guest Services

To whom it may concern:

We experienced numerous problems during our vacation. I feel they are too numerous to list in this email. I will cover just a few of the most important issues here.

June 18th. We arrived at the airport at approx. 9-9:30 am. We did not arrive at the hotel until 11am, I then stood in line for another 30 minutes to check into the hotel. I was told my room would be ready about 2pm, and it was on the 2nd floor. I requested a handicap room when I called about my reservation, I was told there was not one available, it was now after 12 noon. I was upset about this, but decided to just let it go.

June 19th is my sons birthday. We had to wait almost an hour for a bus to MGM, after being told the buses run every 15 minutes. We had reservations at the sci-fi restaurant at MGM. When we got there, they could not find our reservations and was told we could wait 2+ hours to see if a table became available, be he could not guarantee it. My son did not have his 9th birthday party as planned. I was anger, but let it go again..

June 22nd. We went to Animal Kingdom, the first ride we rode was the river raft, one of the few rides I could. (Every time I would find a ride at some of the other parks that I could ride, that ride would usually be broke down) I used my ecv (we gave up trying to take the wheelchair to the parks by this time, it was too difficult to get a bus and decided it would be easier to just rent one at the park) to go to the ride, (there are spots in the fast pass line that the ecv will not fit through), I was asked if I could park it off to the side and walk to the raft, which I did with help from my husband. Then the ride stopped and we were left out in the sun for over 20 minutes and then they started draining the water. We waited until that was done (another 40+ munutes)and then a worker came out and asked someone on another raft if she needed assistance getting out. My husband stood up to let the worker know that I needed help because by this time, I had a small CP seizure due to sitting in the sun too long and could not walk at all. He was told in a not so nice tone to sit back down and wait, before he could even tell he what he needed, I was very sick by this time and she would not let him even tell her he needed help!! He had to drag me across 3 rafts to get out and then had to drag me up stairs where they had a wheelchair for me. We was then told I was not out on the right raft, that they have designated rafts for handicap riders and I should have been put on it instead. We had to leave the park right then, after ALOT of requesting, a manager called and got us a ride back to the hotel, my children did not get to visit Animal Kingdom at all.

After all this and many other things, everything went down hill from there. On the 23rd, a bus driver to Downtown Disney was very rude to us because he did park close enough to the curb to get the wheel chair loaded and said "You should of let me know you was waiting. Now I have to move the bus to get closer, next time make sure you are waiting in the right spot". Well first of all, we was waiting in the right spot, (we were waiting near the rear HC door, as previously told to wait), I told the drive to forget it, I would make my way up the steps so he would not have to move the bus. With help from my husband, I did and while I was doing that, he was still letting people in the front door (which is against their company policy) and by the time I got on, there was no place to sit and he did not help secure the chair, my husband had to fold it up and hold onto it while we were standing. (there are designated HC seating where the seats lift up and are clearly marked as HC seating with a sign stating "HC SEATING; IF NEEDED YOU MUST MOVE TO ALLOW WHEELCHAIR ACCESS" While at Downtown Disney, it started raining so we left, on bus stop # 1 & 2, which is where the bus to our hotel stops, there is not a canopy to stand under like the other higher end resorts, so we had to stand in the rain for over 30 minutes for a bus, AGAIN ALL BROCHURES STATE THE BUSES RUN EVERY 15 MINUTES, when one did arrive, we were told he did not have room for a wheelchair because again he let all the other passengers on first, we would have to wait for another bus. The bus was not full when he stopped, but did fill up to standing room at this stop. Well, we were the first ones waiting for this bus and was not allowed on it because of my handicap. This is a DIRECT VIOLATION of the "Americans with Disabilities Act." I was humiliated over this, I started crying and by this time, we had had enough took a taxi back to out hotel.

In the lobby of the hotel, the bathroom is NOT handicap accessible, I did not find that out until after I got in there. The only way out of the lobby if you are in a wheelchair and need to go to your room is: You have to go down into the restaurant and up a ramp into the foodmill area to get out the back side of the lobby. This is ridiculous. I wish a higher up manager would have to spend 6 days at your hotel and have to ride the buses and go to the parks in a wheelchair and actually deal with what I had to deal with.

I am terminally ill and this was supposed to be a special vacation for our family and it was ruined. All I wanted was for my son to have some happy memories of a FAMILY (both mom and dad) vacation before something happens to me. Now all he has for memories is a horrible vacation where mommy got sicker and cried because of the way I was treated. To leave someone in rain is bad enough, but to leave someone in a wheelchair in the rain and to tell then the reason they can't ride the bus is because they are in a wheelchair is absolutely the meanest/cruelest thing someone can do.

I regret thinking that Disney World would make the perfect last vacation for our family. We saved up for months (due to medical bills, this was hard on us) to go on this vacation and now we cannot even planned another one due to cost. I would like to ask for a full refund on our vacation so we can go somewhere were being in wheelchair is not an inconvenience for the hotel and attractions. I pray that someone responds to this email quickly and will call ASAP to resolve this matter.

Name: Ginger Click this link to e-mail the message author: Email User

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Never did read this article and hope all turned out well but for a company that is supposed to be so public friendly, Walt would complain. My bitch is about teething with A-Rod yeah he may have been guilty, maybe not, but the agreement with MLB Workers and the Mitchell report people was at the time supposed to be 1 time no names,,,, here the reporter for SI and 3 of her friends are so adamant about the report they forget why A-rod even took the test... Hope you and your company are happy knowing that you , 1st of all destroyed the trust (I once and for all lost ) in a Company. plus everyone I will ever talk to about Disney. Including SI,CNN SI and all the little companies...hell I Remerb seeing for the first time about Joe Morgan getting a million a year. I remember before this but can't remember enough to say.. Anyway hope Disney and CI and the rest of the Rat Corp. has fun setteling the lawsuit and remember I as one fan Removed from youre bas) will A-rod not for the drugs or the guilt but for the fact that he had the balls to give a test under an agrement jus tto get outed by some bitch and freinds that could probably never hit a ball thrown at them even if it was the size of a bowling ball...I Guess theses are Dr. Spook kids here.............isogonic

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This is in response to the person who said "i hate people who complain just because they can" let me tell you something, we CAN complain because we pay alot of money for the perfect vacation and when we get LAZY, RUDE, employees, you are DAMN right we will complain. I just returned from Disney trip number three and LAST...the first two were awesome, but this time, one RUDE employee after another, six days and thousands of dollars later I am disappointed and will complain until someone at Disney HEARS me..Ive got names, dates and incidents....I will make sure the right people get this info.

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Hi!

I would love to have the information to file a complaint against Disney. They advertised throughout the military that we could enter for free... LIE!!! Not only did we pay full price, we were treated like garbage!!!

I will be in Florida until the 2nd of December and i want to get a refund and an apology.. good luck right?!

Here is a contact number as well... 407-597-1600 ex 2706.

Thank you,

Mrs. Simpson

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From one terminally ill parent of young children to another, I would like to let you know about a non-profit organization that pays for vacations for families like ours in Orlando. Our family went in September and had a great time. I'm not in a wheelchair yet, so I can't say I know what that's like, but I have been so sick and weak from chemo that I couldn't stand for more than a few minutes. Anyway, I'm sorry your family had such a hard time on your vacation! If you want to give it another try, check out memoriesoflove.org. They pay for you, your adult caretaker, and kids under 16 to go to Disney World for 3 days, Universal Studios for 2 days(very handicap friendly!!), and 1 day at Seaworld. They also pay for your hotel for 5 nights/6 days, give you food vouchers, and a stipend for other expenses. They don't pay for airfare or local transportation, but still, it's a fantastic deal for families like ours. We had to wait a while in line at Universal Studios to get the Guest Assistance Pass, but it was worth it because it allows you and your party to go to the front of the line on all the rides.

To the other people on this site who have been unpleasant to this woman and her family, shame on you! You weren't there and you don't know that everything she said isn't true. Even if parts of it or all of it are embelished, it isn't necessary to be so rude! Try riding in her seat before you comment again. We should be trying to help each other here, not insult each other. What good does that do?!

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I hate when people complain about things just because they can.

I can guarantee you won't win a lawsuit on such issues.

Disney didn't do anything wrong here. Just because a bunch of little things annoyed you doesn't mean you get whatever you want. Disney always does its very best to treat people well. They shouldn't have to compensate people just because they didn't have the perfect vacation.

Life is full of little unexpected issues. Dealing with them is part of life.

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First, I do not want to minimize any situation that is true and reported honestly, but I have to say that the nature of some of these complaints sound a bit fishy, if not wholly overdone.

I find it impossible that Disney would expect anyone to climb over three rafts and up a flight of stairs, much less dragging their wheelchair dependent wife behind him. I also find it impossible to believe that every day of your stay was marred by one flagrant abuse of the ADA after another.

Perhaps the fact that you started your stay at WDW already dissatisfied with the fact that you had to wait for your room (as someone pointed out, this is standard and EXPECTED) informed your overall impression of their customer service, which in turn informed the way you treated people, and then impacted the way you were treated.

In other words, you catch many more flies with honey than vinegar.

Also, being that this was what you described as your "last family vacation," it was YOUR responsibility to give your son the best time he could have, not Disnye's. They don't know you're terminally ill, they don't know of your limitations. YOU are responsible for this. And I have to believe a large part of him going home so sad was your own attitude.

Also, your writing is atrocious and your spelling an embarrassment.

To the person who complained about losing a wheelchair when they were inside a store: Hello! Perhaps someone saw an EMPTY wheelchair outside a store and figured that if no handicapped person were actually sitting in it, it was available for use. Which brings me to another point - I have repeatedly, over and over, seen people using wheelchairs around the parks when it is convenient and then getting up and around as they wish. I understand some medical conditions only allow for short times on your feet, but the overall tone of entitlement just because a wheelchair is involved is astounding.

And to the person who had an accident in their RV and was unable to stay at the Wilderness Lodge: do you have any idea how many hard-luck stories occur in and around WDW? How many people have had accidents, missed flights, had flights canceled, etc. on their way to their vacations? And how many people have had to cancel due to unforseen circumstances? This is what VACATION INSURANCE is for. It is not the responsibility of WDW to provide accomodations for everyone who, for whatever reason, misses their reservation or has a terrible situation happen. Just like the time I got the stomach flu the night we were to depart and had to postpone our vacation for a day. We didn't even ask for another day to be added to our reservation. WHY? Because it is NOT THEIR RESPONSIBILITY.

Seriously.

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I HAVE a wheelchair complaint ongoing with Walt Disney World, Florida, now. I visited with my husband and children in January and used their wheelchair. After having to return to Guest Relations from the other side of the Magic Kingdom park to fill out their special form for access, we went on our merry way until someone stole our wheelchair outside a shop. Even though the shop assistant called more than one number, no one brought a replacement wheelchair. Their only advice was for us to walk over to another shop and get another. If I could walk easily, perhaps that would have been acceptible, but it wasn't the case. After hobbling back to Guest Relations and reporting it, there wasn't any way I could continue so we had to leave. After countless emails, phone calls, faxes, they offered to replace the tickets but we'd asked for a refund. After that, nothing... I've had enough I think. It's time for a new strategy. No company or public entity should have to stoop to lies and deceit when it comes to disabled individuals' rights. Silly me, I thought that all persons had rights. Anyone understand the Disabilities Act?

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We just got back from Disney World and it was a night mare. will never go again there cast members would talk with each other while they pretended you were invisible. 2 cast members were so rude my daughter started crying on 2 seprate occations. It was a year of a million disappointments. We were celebrating her 9th birthday. When one cast member did speak to her asked where her father was and she replied he died in a car accident and is in heaven how quick the cast member acted like she had the plague.

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Disney is usually great for people with disabilities and in wheelchairs / ECVs. You sound like a serial complainer. The type of person who always dwells on the negative and bitches all the time. You are the type of guest I hate to be around. You always feel cheated.

As for the EVCs and Wheelchairs on the busses, you need to get a thicker skin. If both of the Handicapped slots on the bus are occupied, wtf is Disney supposed to do? We experienced this many times, and you just need to wait for the next bus. It happens. As for being a violation of the Americans with Disabilities Act, I'm just the act doesn't call for people like Disney to perform miracles. If anything I applaud them for not cramming you onto a bus in an unsafe manner. And if you wanted to get out of your wheelchair and into a regular seat, they would have been MORE than happy to let you do this. Believe me, I've seen them do it. just fold up the wheelchair and take a seat.

I guess what I'm saying is that your vacation is what you make it. Try to have a good time and you usually will.

Bryan

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Not trying to sound insensitive to your illness, I cannot help to think that this is a great exaggeration. I have been to Disney World at least twice a year with my family for the past 5 years. I have NEVER had a horrible experience. Sometimes small things go wrong but nothing like you are talking about. If all of what you say is true, then this is not the norm at Disney. We stay for a week at a time every year & always had a wonderful time.

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I just returned from a HORRIFIC Disney trip and stay at Port Orleans Riverside. My daughter got FOOD POISONING at Disney. I do not know who to contact about this, but it has been over a week and she is still feeling the effects. I will NEVER return and my advice to anyone else is STAY AWAY!

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We live 30 mins to Disney World, we go all the time with family & friends and in 20 years we have NEVER had a single complaint, but then we take our own umbrellas when the weather channel says it looks like rain, & we have also helped many folks with wheelchairs and have really never had any problems.

We love to go there & always have fun.

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I had an horrible experience as well and I had a 5 and 6 yrs old celebrating their bdays. I emailed them and hope to get a response. i had several others complain about the same thing. Walt Disney is not children friendly nor handicap friendly. I dont want passes for one day, I want my money back.

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Thats all bullshit.I being to Disney many times and i never had being treated that way.

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what a horrible experience! I live 2 hours from disney world and i am a passholder and go every month! i've never had a problem so severe EVER. I understand your complaint about the hotel room not being handicapped but the wait for the hotel room to be ready by 2pm is standard procedure for ANY hotel...especially a busy hotel like disney, there is rarely availability for an early check in! my mistake if that was not part of your complaint....but the fact that you noted all the times, i assumed it was. It really is too bad that you had a bad time....surely the frustration would have been much worse if you WERENT in a wheelchair and had to wait in the long lines like everybody else! It's a good thing disney accomodates handicapped visitors the best they can, including allowing you to go to the front of every line! It also makes me wonder from your wait for the bus from downtown disney if you were even at a disney designated bus stop, downtown disney has alot of bus stops that arent actually run by disney. I find it hard to believe that a disney owned bus would deny access to someone in a wheelchair, every single disney bus has wheelchair ramps in the back entrance! although I do not think disney should be blamed for the weather, the bus stop should have had a covering...like i said....most DISNEY AUTHORIZED bus stations would have been covered. Also, all buses DO run every 15 minutes with the exception of the bus to downtown disney...it can take much longer than 15 minutes considering downtown disney is more than 15 minutes away from the park when you add traffic! I feel bad that you had a bad time....but things happen....and its rare that SO many issues if ANY would happen to 1 person.

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To whom it may concern,

My family and I were on our way to Orlando from Maryland on November 16, 2007. While traveling through South Carolina pulling our travel trailer we were involved in a horrible accident. A class c motorhome pulling a car trailer hit us which in turn flipped over my excursion and my travel trailer and he kept going. We had reservations to stay at Fort Wilderness for 10 days. My family and I stay there approx. 5 times a year.After we worked things out to get a rental car we contacted our friend who works at the Fort to inform her of what happened. We asked if there was anything she could help us with as of a place to stay.She spoke with a manager to see if they could put us up in a cabin or hotel for at least 1night until we could make other arrangements. The answer she got was we could stay in a cabin for full price. We as annual pass holders for many years and diehard Disney fanatics were appauld at the answer we received. We cannot believe how we were treated not only as human beings in a desperate time of need but also as returning customers to Disney. We just purchased a new trailer and have reservations to stay at the Fort for Thansgiving and Christmas of 2008. We are definetly considering staying somewhere else. We know it won't matter to Disney whether or not we stay there because apparently 1 family canceling reservations doesn't matter. We hope if this happens to someone else they will not be treated as uncaring as we were. If anyone would like to contact us regarding this situation we can be reached at 410-984-9642, 410-984-8617 or 410-239-4728. Just think,would Walt have treated us this poorly? We are due to renew our 6 annual passes that we have had for many years and are thinking twice about doing so. We did continue with our vacation, staying at Nickelodian suites for 2 nights where we were treated excellent then we rented a house for the rest of our stay in Orlando. Thank goodness for caring people outside of Disney that made our Thanksgiving the best it could be due to the circumstances.

Very disappointed in Disney,

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I also stayed at Port Orleans Riverside. I had almost everything that happend to you and more happen to us on our trip. I took my sister in her ECV and her daughter (who is Autistic) and not only did we have the issues you had with the restauraunts ...ect... but a bus driver actually strapped her ECV into the bus incorrectly and she tipped over and was injured. Disney refuses to do anything and I do not know what to do.Every day of our trip something HORRIBLE happend with that being the crowining event on the last day.I cried every day and my son's birthday was also ruined by the Crystal Palace.When my family arrived and told the person at the door that I was in the Baby care center dealing with my autistic neice the woman said "oh well then you will have to find somewhere else to eat even though they told them i would be there in a minute she said if the whole party was not there she would not seat them. I did arrive a minute later and was eventually seated only to be ignored by the characters and to have probelems seating the ECV. On the second day of the trip we also ran into a very rude driver named Miguel who refused to let my sister in the ECV sit on the bus. She had had hip surgery only a week before leaving for Disney and He called her a liar when she told him of her injury. He told another passanger "she is the type of person who ruins things for everyone because they rent ecvs to everyone. when we asked why he made someone who only had surgery a week ago stand he bacame irate and said talk to my manager and tried to start a fight which another bus driver had to pull him away. Transportation and cast members have done NOTHING to compansate us and I am heartbroken as is my family. I do not know what to do, I saved for sooooo long for this trip. All I want is another trip when she is recovered and they will not even do that. They only offered to pay for medical bills. What about the ruined trip? I never thought Disney would be so uncaring.

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Disney World is nothing but a bunch of greedy nosy corporate pigs hiding behind mouse ears. What many don't know is that Disney keeps an FBI-style Gestapo-like detailed dossier or file on every guest... every time you stay at a Disney property... and the file keeps growing every time you go there. Every bit of your personal information that they can possibly glean and gather from your visit is kept on the Disney computer memory bank forever. I will never patronize Disney again, due to rudeness and game playing by Disney reservations staff and privacy issues. Also, Disney does not have a phone number to call for complaints, they want you to write them. What a bunch of bullshit that is. If they can avoid talking to you and providing a live person to help you, they will. I took the family to Universal instead, and the kids and everyone had a much better time, better accomodations, and less money was spent. Universal was easier to navigate and not as crowded. Staff were friendly and helpfull, and Universal is not keeping a secret file on you like Disney does. Disney World should be avoided like the PLAGUE.