ComplaintsforDisneyland

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were denied access to wheelchair parking. We finally found a spot NEAR the very limited handicap parking and were told to leave and go a different way to access the only spot given there were no handicap spots, and by the time we came back was gone. None of the cars parked in handicap area have placards. They do not enforce handicap parking and punish the people who use it.

  Business response

  08/19/2024

  The Disneyland Resort has contacted the Guest through *********************************************************** asking if they wish to speak further regarding their concern. 

• Initial Complaint

  08/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Attend Disneyland with my family and flew in from out of state on August 9th 2024. Prior to our trip my wife emailed, called, and tried Disneys online chat multiple times regarding disability services but had zero success getting in contact with anyone, it was very frustrating. We did receive a generic email response informing use to take care of this issue at the park day of our visit. So, when we arrived my wife went to get a DAS pass for me because of my disabilities. (Im 100% service connected to the VA for PTSD, Traumatic Brain Injury). When my wife spoke with a member at their office they questioned her about my disabilities for 40 minutes. After that, they then began to reiterate the question to me in a different way for another 20 minutes. Their questions were so violating. They asked me questions like if Im able to use the bathroom alone and if I need help showering. They asked these intrusive questions in front of others and it was so embarrassing and difficult for me that I got upset and had to leave because I got emotional. My wife asked them to stop because Im not going to process any additional questioning. They then denied me a DAS pass, and they said it is because I was not born with my disabilities. My wife was shocked and then tried to show them some VA documents to support my disability needs and they refused to look at the documents. My wife them asked for a manager and we waiting for another 20 minutes, but no manager ever came. They then told me to go to city hall and talk to someone. We went and they told us sorry, you were not born with these disabilities so youre not entitled to the disability services. And if you continue to try to obtain these service Disney can ban you for life from the park. This was an overall horrible experience from the beginning. I felt violated and treated beyond less than.My wife was the one who booked the Disney trip. Below is her info:************************* ************* ***********************

  Business response

  08/14/2024

   

  The Disneyland Resort had the opportunity to address the Guest's concern and the complaint has been resolved.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear Disneyland Customer Service,I am writing to express my concern regarding the $69 per day ticket promotion for Anaheim residents. While this offer appears to be a great opportunity for local families to enjoy the magic of Disneyland, I have encountered an issue that I believe need to be addressed.Anaheim residents can take advantage of this promotion and purchase up to 5 tickets. No where does it say the additional 4 tickets must also live in ******* (over the age or 18). This was so disheartening on Wednesday, because we had to get out of line and upgrade our tickets. I would like you to know that the $170 fee was a HUGE financial burden on my family. It really ruined our entire day! We really feel like this is a scam because you know that most people WILL HAVE TO UPGRADE to get in the park. I urge you to make it known that each ticket $69 purchase must be a resident of *******! We were celebrating my daughters and son birthday at Disneyland and the only way we could afford to go was with this promotion. I hope that Disneyland will take these concerns into consideration and make adjustments to ensure that this promotion is truly accessible and beneficial for all Anaheim residents and their guests. Thank you for your attention to this matter.Regretfully, M S

  Business response

  08/12/2024

   

  The Disneyland Resort had the opportunity to address the Guest's concern and the complaint has been resolved.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my mom and niece were treated miafairly as Disneyland. My niece has type 1 and they could care less told her to wait outside and then she could get online when the other party was half way she never could find anyone and wasn't going on by herself.. Disney employees wee rude and could care less.

  Business response

  08/09/2024

  The Disneyland Resort has reached out to the Guest, and we were able to come to an amicable resolution. We have contacted this Guest through ********************************************************** for follow-up information, and the complaint has been resolved. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So we experienced a couple issues that one need to be addressed both financially and need to know the rules on this stuff for future because employees don't no. 1. Pride night, This was our 4th or 5th after hours event we have went too, ( 1st at Disneyland) We arrived at 7ish, went to toon town for a bit and was quickly ushered out because this area was going to be closed,2. ( Fantasmic dinner package) I have a lot written about this but ran out of space! Easiest thing rides closed down at 11pm most. According to cast members for nightly maintenance. This is UNCALLED for when you have a planned after hours that costs big dollars! We missed out on a lot.Employees had zero clue also This probably is what irks me the most, WE spent a lot on dinner for this package, BOTH kids hated the meal because it had nothing for kids, but we made it work as we were excited to see your version of fantasmic vs Disneyworld. ( We had the late show 10:15. Was in line and placed in a group to sit in for RESERVED seating, after we noticed we had some space as we sat on the end to avoid sitting in the middle about 5 minutes before the show the employee's opened up the reserved seating for everyone allowing them to sit where all of us spent money to sit in..... ONE this gave us zero time to find another place to sit to avoid the crowd but 2ndly when you pay for events/reserved seating its because you want better views than what you would normally get from normal seating! I have never seen this before in my life where you spend money for a section to sit in and then nonpaying gets to sit in, TO have a 9-year-old that couldn't see anything because we were now behind 3 tall people is COMPLETLY unfair to us! ( At first I thought it was a mistake but there were 2-3 employees that were opening the section. Not fair whatsoever ( I mean it opened and it was like rope drop filling in, You had alot of people that paid the same way as I did that started complaining but nothing was done!

  Business response

  08/08/2024

  The Disneyland Resorts records indicate that another area has assisted this Guest. We have contacted them through **********************************************************. 

  Customer response

  08/08/2024

  Im rejecting this response! Yes I contacted customer service first, they were no help and offered false information which I have proven to them. They have had over a month to respond with no answer. 
  

   

  I need to speak with someone else regarding my issues! 

  Business response

  08/09/2024

  The Disneyland Resort has reached out to the Guest, and we were able to come to an amicable resolution. We will contact this Guest further through ********************************************************** for follow-up information, and the complaint has been resolved. 

  Customer response

  08/15/2024

  
  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

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fantasmic dinner package) WE spent a lot on dinner for this package, BOTH kids hated the meal because it had nothing for kids, but we made it work as we were excited to see your version of Fantasmic vs Disneyworld .... ( We had the late show 10:15. Was in line and placed in a group to sit in for RESERVED seating, after we noticed we had some space as we sat on the end to avoid sitting in the middle about 5 minutes before the show the employee's opened up the reserved seating for everyone allowing them to sit where all of us spent money to sit in..... ONE this gave us zero time to find another place to sit to avoid the crowd but 2ndly when you pay for events/reserved seating its because you want better views than what you would normally get from normal seating! I have never seen this before in my life where you spend money for a section to sit in and then nonpaying gets to sit in, TO have a 9-year-old that couldn't see anything because we were now behind 3 tall people is COMPLETLY unfair to us! ( At first I thought it was a mistake but there were 2-3 employees that were opening the section. Not fair whatsoever ( I mean it opened and it was like rope drop filling in, You had a-lot of people that paid the same way as I did that started complaining but nothing was done! I also want to mention I have contacted customer service which he told me this was essentially a early entry into the public area However I have proof from when we purchased it was specifically reserved seating at a separate location

  Business response

  08/07/2024

  The Disneyland Resort's records indicate that another area has assisted this Guest. We would encourage them to please reach back out to the original response provided by the Guest Correspondence team for further assistance. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am seeking your assistance in obtaining a refund or credit from Disneyland due to a series of travel disruptions that prevented our family from reaching our destination. We were scheduled to fly from *******, ** to California on ***** Airlines Flight DL0843 on Saturday, July 20, 2024. However, a global outage on Friday, July 19, 2024, led to the cancellation of over ***** flights, including more than ***** ***** flights.Our flight was rescheduled for Monday, July 22, 2024, on Flight DL331 at 9:10 PM. At that point, we contacted Disney and added July 22 to our reservation, believing we would arrive late in the evening and be able to enjoy Downtown Disney the next day. Unfortunately, after spending over eight hours at the airport due to continuous delays, our flight was ultimately canceled at around 3 AM on July 23, 2024. On July 22 and 23, ***** canceled a total of ***** flights. ***** agents informed us that the next available flight would not be until Friday, July 26, 2024, by which time our hotel reservation would have been ending.On July 23, we contacted Disneyland to explain our situation. Unfortunately, the response we received was not in line with the exceptional service we have experienced with Disney World and Disney Cruise Lines. **************** said there was nothing they could do and suggested that if we had not added the Monday reservation to our Disneyland booking, they might have been able to cancel our trip without all these complications. Given our long-standing trust in Disney for our vacations, this was disappointing.We had prepaid $5,585.35 for our Disneyland vacation. In light of the circumstances beyond our control, we respectfully request a refund or credit for the amount paid.Attached please find our ***** flight confirmations, the delayed notices, and the Disneyland bookings - both original and then the version to Monday.Thank you for your attention to this matter.

  Business response

  07/30/2024

  The Disneyland Resort contacted the Guests and addressed their concerns. We have come to an amicable resolution.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to purchase 5 Disney ***** tickets for July 20, 2024, on July 19, 2024 using my Amex *****. After I made the purchase in Euros, I got an error message that the payment was declined, and I need to try again. I assumed that since I selected the currency in Euro, the payment was declined, so I changed the currency to *** and tried to purchase again. I received the same error message that the payment was refused (screenshot attached). Few minutes later, I received email for two orders from Disney to my surprise. I only needed 5 tickets but Disney sent me 10 tickets by processing both orders and payments even though the error said neither of the orders were processed. I immediately called Disney to rectify this but because of Crowdstrike event, Disneys customer service was not available. I tried calling at least 5 times to different numbers on their website. Finally, I sent them an email to cancel on of the purchase. I have since not heard back from them but I do see both the charges posted on my account. I am disputing the second charged from the *** purchase, since the Euro one already went through. I am requesting Disney to refund me one of the two charges. Purchase ID # for the two orders are - ******** and ********

  Business response

  07/25/2024

  The Disneyland Resort's records indicate that the Guest has recently connected with Disneyland *****. We would encourage them to continue to speak with ************************************************************************, as we are only able to assist Guests with concerns relating to visits to *******, California.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our recent visit to Disneyland was extremely disappointing and unpleasant. We decided to do a character dining at ************** on July 21 and this restaurant if absolutely filthy. We barely ate because I was worried about food safety issues. The floor was so sticky you could barely walk on it. I have never experienced this at Disney dining locations. Typically Disney is very clean. The characters were very sparse as well. So basically we spent $200 for chicken fingers for my son and got a few pictures with 2 characters. We visiting Disneyland park on July 22 and they had to have been over capacity. You couldnt even walk. It was honesty dangerous how busy it was. We purchased genie plus but that was almost impossible to used as well as the return times were mostly all after fireworks and the app kept malfunctioning. It was a very frustrating disappointing visit and spent a ton of money to not have a good time. This is not the Disney I remember. Its greed to all that many people in your park so they cant enjoy it .

  Business response

  07/25/2024

  The Disneyland Resort has contacted this Guest through *********************************************************** asking for additional information regarding their concern.

  Customer response

  07/29/2024

  
  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

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tickets in ***** to Disneyland. Unfortunately the unpredictable happen and Covid shutdown was ordered right before it was to attend Disneyland.I received an email that we were to have one year to use our tickets. Unfortunately, ***** lasted longer and there was massive shut down and there were employment issues Right before my expiration, I contacted LL and told him that I couldnt afford to attend so could I have a refund.They told me that they do not give refunds and that I would have to purchase new tickets upon refunding me due to Covid.I thought this was outrageous because with the lockdown and unemployment I didnt have extra money to re-purchase tickets I had already paid for.I live out of state and would have to require booking transportation.I ended up going to Disneyland in June ******************************************************************************************** order to get a refund from the original tickets.I am requesting a refund because I think this is ridiculous that global pandemic. It was unpredictable and I was forced to cancel this trip.Im just asking Disneyland do what is right and what is fair? Im only asking for the refund not the damage that has been done due to being bullied by huge corporation. I have been a Disney baby since I was a little girl and have taken my family there every year, but they have a bad taste in my mouth and I am not sure I would ever return back to their establishment. Thank you for your time and reading my request.

  Business response

  07/11/2024

  Thank you for contacting us on behalf of ***************************. The Disneyland Resort has contacted this Guest through *********************************************************** and is requesting additional information regarding their concern. 

*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. ↩