Complaints

This profile includes complaints for Disneyland's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Disneyland

  1313 S Harbor Blvd Anaheim, CA 92802-2309

• 

  Disneyland

  PO Box 3232 Anaheim, CA 92803-3232

• 

  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

• 

  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

• 

  Disneyland

  1717 S West St Anaheim, CA 92802

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern at the Better Business Bureau,I am writing to respectfully request assistance regarding an unfortunate situation my family and I experienced with our Disneyland annual passes. As loyal fans and devoted customers, we value **********************'s commitment to compassion, family, and magical experiences.Recently, we invested in annual passes and carefully booked our park reservations a month in advance, understanding the system's high demand. However, just before our visit, I suffered a sudden medical emergency that required hospitalization for several days. Without access to a phone or computer, I was unable to cancel our reservations. Upon my release late at night, I attempted to cancel immediately but missed the deadline by about 15 minutes (around 12:15 AM).Despite trying to contact Disneyland through multiple channels that night, Guest Services and chat support were closed. The next day, a very kind representative explained that while she and her supervisor sympathized with my situation, the reservation system is fully automated and beyond their control. She recommended I submit my case in writing.I am not seeking any refund or compensation. Our familys investment in Disneyland passes is significant, and the park holds a special place in our lives. I am simply asking that, given the exceptional circumstances, the two no-shows caused by my emergency be removed from my account. Without this adjustment, my entire family may be prevented from enjoying Disneyland, which would be heartbreaking.We are truly grateful for the joy Disneyland brings and respectfully ask for compassion and understanding in resolving this issue. Thank you for your time, attention, and dedication to helping customers.With Sincere Appreciation,**** ****** and Family

  Business Response

  Date: 04/30/2025

  The Disneyland Resort has contacted this Guest through a phone call and sent an email via *******************************************************************************************************************, asking to speak further regarding their concern. We are awaiting a response.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Disneyland with my two disabled children and experienced severe discrimination and mistreatment. It took over 3 hours to access accommodations. Staff refused to provide a wheelchair, even though I have medical issues that limit walking, and told me to rent one. I was asked invasive questions about our medical conditions, medications, and therapiesviolating our privacy and what I believe to be HIPAA protections.I initially offered to pay for a Lightning Lane pass but was told to use the ************************* (DAS), which required going to each ride for a return time. Every ride we booked was suddenly out of service when we arrived, and we were sent back and forth to guest services with no resolution. Staff were dismissive and unhelpful. I ultimately had to pay $130 for Lightning Lane access, which I tried to purchase in advance.Disneys DAS is not a real accommodationit is a manipulative system that profits off disabled guests while providing minimal support. I am requesting formal accountability and policy review regarding accessibility and guest treatment

  Business Response

  Date: 04/23/2025

  The Disneyland Resort had the opportunity to address the Guest's concern, and is considering this case resolved.

• Initial Complaint

  Date:04/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I realize that this is probably not the correct avenue to file this complaint, but I am at wits end with this company. My taste for Disneyland has been completely destroyed; where there used to be dreams of one day affording to take my children to Disneyland is not replaced by a complete distrust. In February, I visited the park with my husband. We live out of state, and we had returned for my mothers funeral. I wanted to have a magical day where I could focus on something other than what I was dealing with. We had a good day, and purchased some souvenirs to bring home to our children. We took great care of these items bringing them home and when we arrived home, the items were set aside because life got in the way. We finally were able to open up our packages we discovered that one of the items was broken, incidentally this is one of the more expensive items that we purchased. Being a great fan of Disney at the time, I had no fear that I could contact the park and have this item replaced. I was unable to locate my receipt, however, I have a bank statement that shows the purchase at the particular store as well as all of the pertinent details. Since reaching out, I have been given absolutely no help. No one has been willing to actually help me. Instead, I was offered a $50 gift card for an item that was over $100 and informed that this gift card can ONLY be used in the park. I have no plans to return to the park in the next many years, and again, because of this issue, I especially have no desire to go. I cannot believe how terrible this experience has been.

  Business Response

  Date: 04/17/2025

  The Disneyland Resort has contacted this Guest via phone. We are awaiting a response. An email was sent through *******************************************************************************************************************, so we may speak further regarding their concern.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want to complain about Disneyland after going because I think to many people are being taken advantage of by the park. I took my 15 year old this past week for spring break and wanted her to have a Disney experience. We were told the most rides for her age would be at Disney Adventure so we went into the park. After spending $398.00 we bought an additional $78.00 for a fast pass which we werent able to use because all the rides were sold out whatever that means. Waist of money. We were then told no characters on this side or parade or fireworks we would have to go to the Disney side. So we were fooled into paying another $195.00 to go to the other side to find 5-7 rides closed and then waited an hr to be told there wouldnt be any fireworks or parade this time of year. After complaining I found nothing was done and I expressed this was a money scam. The employees give wrong information to make customers pay more money. The whole cost taking my daughter was a waste of money. Im truly upset and annoyed by the lying and misleading information I was given. Ill never visit Disney again and Im sharing my experience with others so they wont be taken advantage of as well. Im unable to upload from the app my cost but I have my bank account showing what I paid.

  Business Response

  Date: 03/20/2025

  The Disneyland Resort has contacted this Guest by phone. We are awaiting a response. An email was sent through *********************************************************** so we may speak further regarding their concern.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased tickets but could not use them for that day and the park refused to refund/ exchange for different day.

  Business Response

  Date: 03/19/2025

  The Disneyland Resort has contacted the Guest by phone. The Guest was sent an email and was invited to contact ********************************************************** to speak further regarding their concern. We await the Guest's response. 
  

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes, On Mar 14, 2025 we were on a final day at the parks in California adventure. We went to soaring over California and the wait was over 45 minute in the early morning. I was in my wheelchair and couldnt sit in line for that long comfortably in my chair so we approached the lightning lane cast member and he told us to purchase lightning lane passes and we could go in right in. So I purchased them (4 for $144.00 USD) and attempted to scan in the lighting lane to get into the experience. The lightning lane cast member at that time said oh I was mistaken, the earliest time for this ride through lighting lane is 1pm and it was just after purchasing around 9:15am. I immediately contacted guest services through the Disneyland app and they said we could not get a refund and gave me the number to speak with a supervisor. I then phoned this morning and the supervisor denied our refund even though we were misinformed about how it would work with accessibility and my wheelchair. We did not use the lightning passes once. This is very disappointing as Disneyland cast members should be informing the public correctly on the passes. I would like a refund in full please. I also feel this is a human rights violation of my disability.

  Business Response

  Date: 03/19/2025

  The Disneyland Resort had the opportunity to reach out to the Guest with a solution and is considering this case resolved.

  Customer Answer

  Date: 03/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:03/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went online to purchase park tickets.A promotion for $50 for 3-9 year olds was in our basket and *********** wife was on the phone throughout the purchasing process with a Disney employee guiding her.Through the process of purchasing, the offer was deleted and replaced with a full-priced ticket which provided no additional benefits or services.Once the price difference was noticed, we attempting to contact Disneyland to resolve it.The Disneyland team delayed until the promotion ended.They then refused to honor the promotion costing us over $200USD, because the promotion was not longer available.Disney employees were engaged throughout the purchasing process and afterwards. They active participants in the sale of a product at a price we did not intentionally agree to.

  Business Response

  Date: 03/14/2025

  The Disneyland Resort has contacted this Guest via phone. We are awaiting a response. An email was sent through *******************************************************************************************************************, so we may speak further regarding their concern.

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an unauthorized transaction 1/31/25 ***** that they will not refund me.

  Business Response

  Date: 03/14/2025

  The Disneyland Resorts records indicate that the Guest Correspondence team had the opportunity to address the Guest's concern and has advised the Guest to reach out to the financial institution who double charged the fee. We also advise the Guest to reach out to the Guest Correspondence team if they wish to further discuss their concern.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2024, I purchased an inspire key that cost a total of $1,749 this pass is supposed to provide unlimited access to the Disneyland theme park except the two weeks before Christmas. I bought this pass because all weekends are supposed to be available to the key holder. This is the top tier pass Disneyland offers. However it hardley has any days to offer a guest that purchsed the pass for the weekeds. You can only make 6 reservations at a time. To get a weekend day sat or sun you have to book weeks in adavance. and you can only hold 6 reservations at a time. I have no time to go during the week. This pass is not designed to go on a free saturday you and your family may have the day has to be booked. If you are unble to go because you hav to book so far in advance. You get dinged and if you cancel your reservation you lose it and will not get that resevation back the sat and sundays fill up weeks and monts and invance. Even if you purchase the top tier pass it does not gurantee you have acees to the weekends. You are not able to go when you feel like it. You are very limited on the days and time tou can go due to the reservation sytem. This is false advertising and I would not have purchsed this pass if I knew I would not have acess to the weekends. If I want to book for april I have to let go of my current reservations for march. by the time I use my pending reservation the April weekends will have filled up by the time I can make a new reservation making my access to the park very limited. Do not sell something as unlimited access to the park when you have a reservation system that makes it restricted to the people you sold to as unlimited.

  Business Response

  Date: 04/03/2025

  The Disneyland Resorts records indicate the Guest has been assisted by our Guest correspondence team. They have advised the Guest to contact the Magic Key team at the Resort for further assistance.

  Customer Answer

  Date: 04/04/2025

  Hi,

  I have reached out to your magic key team and the response I got was horrible they repeated a scripted response and told me all sales are final and there is no way to lift a no show from a reservation that can not be used. No regard for the failing reservation system that forces a reservation to be made weeks in advance and no regard that life events happen that are more important then going to Disneyland. The disneyland inspire pass for me was baught to go to disneyland on my free time not get stressed making a reservation months in advance to get a reservation on a weekend. then get locked in to a day if a life event happens and I can not attend. Not only am I stressed by the non access of getting a weekend to attend. I get punished and am unable to make reservations at all even though I bought the top tier pass. This has been nothing but a stressful format. I am busy as most are and have limited free time my life is not made to put DISNEYLAND RESERVATIONS FIRST. The pass should be made to be used for a fun day at disnevland use when you have time. Not to be locked into a date that doesn't work and to get punished and can't use a  pass that you paid in full for. meanwhile disneyland could care less of the inconvenience as long as they continue to price gauge and provide less and less quality to their consumer.

  The person i spoke to was destiney on 3-26-25 she said she is a magic key hotline supervisor.

   

  Business Response

  Date: 04/04/2025

  The Disneyland Resorts records indicate that another area has assisted this Guest. Due to company policy, we were unable to come to an amicable resolution.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought tickets for 3 day socal pass. And made 1st reservation Jan 27. Arrived at park went use my tickets. My wife at the time didnt have her ID and was the only one in our party that didnt have it. Was told to go to ticket booth and upgrade my ticket to get in. Ticket booth was aggressive where we could not get a word in and basically the conversation went from you were sent from that line to us to upgrade. I tried to explain my situation and they insisted that I upgrade so we did and had to pay extra. Ticket booth agent said my ticket would be the same as the SoCal and will update on my app. Got my receipt and went in. I tried making reservations today for an upcoming day and was told my ticket was not valid as it was expired. I called customer service as it had to be a mistake but was told my upgraded ticket was only valid for 13 days as explained on the ticket. This was the ticket that the booth agent said was the same and was not provided that info at the booth just was forced to pay. This is not how a business should conduct and keep taking more money from consumers. To go again I was told I have to buy another ticket and that yet another ******************************************************************************************************************************************************************** saying everything remains the same.

  Business Response

  Date: 03/05/2025

  The Disneyland Resort has attempted to contact the Guest via telephone. An email was sent to the Guest via ********************************************************** and we await the Guest's response.