ComplaintsforWalt Disney World Company

Amusement Parks

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Initial Complaint
06/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello, Disneyworld has made changes to the requirement's for using DAS in the parks . I had my call and gave details about my conditions as to why I can't wait in the ** I have been approved in the past . I was told to do a return to Q but the CM had no details on my options since I am a solo traveler. Very Very unorganized and to not a plan for myself or others like me makes me feel very unself they will not be able to assistance my needs. This updated DAS requirement should be reviewed by the BBB simply because Cast Member's taken calls are likely not (HIPAA) compliant . I am HIPAA compliant and it's very hard to describe medical condition when the person on the other end probably has no training of the terminology. It's very hard to have your approval in the hands of a CM who is not medically licensed. I hope Disney understands the importance of keeping those calls private and not speaking to others about what was said. I shouldn't have to changes all my plans now since I wasn't approved and I do hope Disney looks into this process . I am very invested into Disney having two vacation clubs, AP .I just want to enjoy the parks as I used too within fear if my conditions acts up I can plan my day using DAS. Thank you for your time.****
Business response
06/25/2024
Good morning,
Please find our response to ****************' concerns in the attached document.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
06/25/2024

Complaint: 21855998

I am rejecting this response because:
. Apparently the customer was offered accommodations for her disabilities but was not offered DAS. When I asked the CM to explain return to * she stated since I am a solo traveler with no family they don't have a current work around so what does that offer me?.

Disney's responds is just generic and gives no accommodations for my needs .
When I end up having issues in line since my DAS was not approved it will be so embarrassing for myself when I end up losing control of my body and a CM will need to clean up my mess. It's very sad Disney does not understand what guests true needs are .
Sorry people took advantage but Disney is in the wrong .
I am solo and would like to enjoy my trip without worry.
For the CM to say you don't have family to return to in the * so what does that mean ? I can't even use the accommodations . I think Disney needs to get organized and know solo people need a plan .

Sincerely,

*********************
Business response
06/28/2024
Thank you for your continued correspondence.
For further assistance, we would invite her to reach out to our ***************** Services team.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
07/11/2024
I did send a response on this !
The same day as Disney updated the complain .

Customer response
07/11/2024
I just returned from my vacation and Disney had no CM in lines to help assist with leaving due to issues with standing in line . It a complete disgrace how they are doing this DAS . No CM or the CM wasn't allowing return to Q or didn't know the process . Not sure how that give me accommodations when no one know that I am talking about . Makes me laugh Disney will just get away with due to status. Sad really .
Hopefully no one has to experience embarrassment like I had to being alone with no assistance.
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
We called the *** line on 6/13/2024 to obtain the service for our 5 year old son who is considered disabled. Since he was born we have had *** with no issues. Our son has CHD, ASPLENIA, suffers for strokes/seizures, and is immune compromised. His doctors has instructed us to try to stay away from people as much as possible and not be in lines for prolong periods of time with him. We were told disney can no longer accommodate my son based on new guidelines. The people on the phone were extremely rude and didn't even understand my sons condition (Heterotaxy). We escalated to a supervisor who then got a "medical professional" on the phone. This person wasnt a medical professional and who not speak on my sons condition or why he couldnt get this service. we are DVC members with two contracts. We visit disney multiple times a year. I am appalled at what took place. I emailed guest services who today sent a copy and paste response and didnt answer anything i asked. Disney is discriminating against special needs children. I never thought this would ever happen. My son was there last year for his make a wish trip. they didnt even care. I need someone to fix this and give us real answers. This is so disappointing on so many levels. We leave on July 13th for our trip and this whole situation has ruined it. *** spent thousands of dollars i cant get back because they changed a policy when everything was already paid for and booked. I cant get the money back because its 30 days out.
Business response
06/25/2024
Good morning,
Attached please find our response to ****************** concerns with his upcoming visit to the **** Disney World Resort.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
06/25/2024

Complaint: 21851980

I am rejecting this response because: they provided a copy and pasted response. Did anyone even look at my sons condition. This is shameful and I asked for someone higher up to contact me. We are leaving in 18 days and Ive heard nothing.

Sincerely,

***********************
Business response
07/03/2024
Thank you for your continued correspondence on behalf of **************.
We regret ****************** continued concerns. For further assistance, we would invite ************** to review the information for *** available online or to contact the *** Video Chat team to further discuss his concerns.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
06/06/2024
Complaint Type:
Sales and Advertising Issues
Status:
Unanswered
The business failed to respond to the dispute.
Disney has RUINED the *** AND Star Wars. GET YOUR S*** TOGETHER. Continuity errors, lackadaisical approach, bad writers, terrible comedy, WOKE agenda, political ********, way to go a** hats
Initial Complaint
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been an annual passholder for many years. I drove my vehicle to Disney's Caribbean Beach Resort on Thursday, 5/30/24, for my one night reservation and realized I was going to need to repair my vehicle. As I was driving to the *************** my vehicle broke down and I had it towed to the *************** on 5/30/24.I made sure to review the *************** webiste at ****************************************************************************************************************** to ensure I would be provided a compliemtnary shuttle service from the Transportation and ************* at **** Disney World back to the *************** whenever it was ready for pickup.On Friday 5/31/24, I was visiting the Magic Kingdom and received the call that my vehicle was ready. I asked if I could schedule the complimentary shuttle so I could take it from the Transportation and ************* to the ***************. I was told they do not run on the weekend. I told the worker it was Friday and not the weekend and they responded they did not have the staffing available for the complimentary shuttle and that I should Uber or Lyft.I want to express how unprofessional I believe this was. The *************** website does not have any exclusions listed regarding times of the complimentary shuttle to the Magic Kingdom Transportation and *************. I was without my husband on this trip and have never used Uber or Lyft before. I was extremely uncomfortable with the fact that I was told that was my only option to get there and that I also had to pay out of pocket for this inconvenience which should not have been necessary in the first place. I am very suprised and disappointed that I was not offered an alternative way to get from the Magic Kingdom to the ***************, since they are so close to one another.I'd like to know what you are willing to do to help resolve this disappointing experiece for someone who has been a loyal passholder for many years.
Business response
06/08/2024
Thank you for contacting us. Our records indicate that a Cast Member contacted ***** on 6/8/24 and appropriately addressed her concerns at that time.
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My wife and I took our first vacation post-covid epidemic, and as a married couple to your parks. We got the 3-day/3-park ticket as a Veteran. We came to the Hollywood studio galaxys edge to ride the millenium falcon ride. When we went to go on it, a human barracade of employees were blocking the entrance and saying it was down and they didnt know when it would be back up. So reasonably we thought we could come back today to try again. We visited ***** yesterday, so we figured we had one more park visit left we could use to go back to *****************. When we got here, we were just told that we couldnt and when we went to guest relations to dispute it they wrote us off as if it was our problem and wanted to charge us for a new three day pass for a ridiculous amount of money which we cannot use because we leave tonight. I thought disney was supposed to be customer orientated and this experience was the furthest from that.
Business response
06/04/2024
Thank you for contacting us on behalf of **********************.

Our records indicate that ********************** spoke with a Cast Member on June 3, 2024 who appropriately addressed his concerns.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
May 26 2024 was my reservation and I checked in. My bday guests and I left and returned at midnight to the room. My daughter pulled down the ****** bed and ******* went to the closet to get the linen from the closed bag on the top shelf of the closet of The ******. Once the bag was opened, dead bugs are dead bug bodies were on the linen. ************* was called, they came by to take the bug linen and left new linens n blanket. They didn't offer to move our rooms or even to clean it again or check the other beds linen. My daughter felt uncomfortable and slept in my bed instead. May 27 at 3:30 a.m. I checked out and before I left I spoke with a women at the front desk and explained the matter to her..she told me that someone would call me. Indeed at 4:24 am someone called and this person told me that my linen issue wasn't even noted on my reservation and that housekeeping would call me. To date nobody has called me back nor responded to my email. I've called the ****** resort, 10 times and I have sent 5 emails about this.
Business response
06/03/2024
Thank you for contacting us on behalf of ******************.
We regret ********************** frustrations with her recent stay. For further assistance, we would invite ****************** to contact us directly at ***************************************************************.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
06/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
05/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I have an upcoming trip with Disney World and I called them today with hopeful intentions of being able to utilize their ***(Disability ************* Services). I was unaware this existed as Ive not been at Disney World since 2009 and I most certainly wouldnt take advantage of a free service if not needed. I spoke to a cast member via Zoom when I requested the *** service relating all of my conditions that is vast and was even willing to provide doctors documents as well as my prior federal employment separation due to these conditions and impairments as totally disabled. I was quickly informed that Disney World changed their *** policy 5/20/24 and the cast member had made her mind up shaking her head before I even made reference to all of my conditions. Quite concerning! I asked to speak with another colleague that being hopeful he/she would hear me out and it seemed the same without the nodding of her head. From what Ive read, Disney World permits this *** service for developmental disabilities and/or similar disorders that would be eligible. I have and was even willing to provide the definition from developmental disabilities, in which (2) of my conditions are explained thoroughly with under this advisement, to the cast member from a credible source that was quickly denied as not allowed and Disney determines this on their own accord?? I was only told of alternatives to the *** service which would only intensify my condition as I spoke this to Disney. This is very sad and disheartening for a place weve longed to return to but because Im not able, not sure well be able to. Thank you.
Business response
06/04/2024
Thank you for contacting the **** Disney World Resort.
Attached, please find the response to this complaint.
Regards,
Guest Experience Support & Solutions
**** Disney World Resort
Initial Complaint
05/23/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Provided online quote of ******. Would not allow to book online. Called and could not book for price quoted. Tried on device after calling and gave same quote but wouldn't finish.
Business response
06/03/2024
Thank you for forwarding the Guest experience. ******* has booked successfully online on May 23, 2024.

**** Disney World
Services and Solutions

Customer response
06/03/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
05/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello,I recently visited magic kingdom with my spouse for the first time. I paid for the lighting lane pass. Several rides we got stuck on haunted mansion, the little mermaid, ***** pans flight, tommrowland express train, at the end we booked for ****** the Pooh and that ride didnt accept my lightning lane pass due to technical issues earlier they didnt allow people into the line. I would like some type of account credit.
Business response
05/16/2024
There is no record of Guest contacting us in regards to her complaint or request. Guest should contact us directly for a solution. The product in question, does look like it was redeemed with no record of any report issues.
Customer response
05/16/2024
This was my first time attending Disney I was not made aware that I should directly contact the company. I have also attached my Disney genie account with the ticket confirmation number.
Disney Genie confirmation: Thank You. Your Order Is Confirmed.
Confirmation Number: 1f621286-8d46-546e-969f-76e3fef4e44f
Order Date: May 6, 2024
Disney Ticket confirmation:
Thank You. Your Order Is Confirmed.
We look forward to welcoming you to the Walt Disney World Resort!
Confirmation Number: PBYJ90484846
Order Date: Wednesday, May 1, 2024
Customer response
05/16/2024

Complaint: 21716426

I am rejecting this response because:
The Disney genie plus was redeemed for me and my spouse. Numerous rides that we booked via the account attached to the email ********************** broke down at magic kingdom. *************** flight, the haunted mansion, Winnie ********** and ****** ride.

Sincerely,

*************************
Customer response
05/20/2024
Date Sent: 5/16/2024 4:35:33 PM

Complaint: 21716426

I am rejecting this response because:
The Disney genie plus was redeemed for me and my spouse. Numerous rides that we booked via the account attached to the email ********************** broke down at magic kingdom. *************** flight, the haunted mansion, Winnie ********** and ****** ride.

Sincerely,

*************************
Business response
05/21/2024
Thank you for your continued correspondence on behalf of **************.
Please know, we have no record of ************** contacting us directly. We would invite her to send an email to *************************************************************** so that a Cast Member may personally address her concerns.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort
Customer response
05/21/2024

Complaint: 21716426

I am rejecting this response because: I have reached out to Disney directly. I filed a formal complaint. The representative **** advised me that he was forwarding it to management. I have attached the email.

Sincerely,

*************************
Customer response
06/03/2024
Disney sent me a email and personally resolved my complaint please close it thanks!
Customer response
06/03/2024
Date Sent: 6/3/2024 8:15:06 AM
Disney sent me a email and personally resolved my complaint please close it thanks!
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am a Disney member. On May 11, 2024 around 8:30pm We parked our suv on the Disney Springs parking lot. When we got back to the vehicle around 10pm the back window was smashed. We contacted security and the security guard, the supervisor on duty and the Orange County sheriff department were called. We were told by the police that the window was not smashed because some tried to break into it but that one of the workers driving the cart around the parking lot may have got to close to the vehicle and hit the window. We were stranded in the parking lot for 5 hours without any assistance.
Business response
05/15/2024
Thank you for contacting us on behalf of ****************.

We would invite **************** to contact us directly at *************************************************************** for further assistance.

Kindest regards,

Guest Experience Support & Solutions
**** Disney World Resort
Customer response
05/15/2024

Complaint: 21702325

I am rejecting this response because: ***** services was contacted and no one from Disney contacted me back about the incident.

Sincerely,

*********************************
Business response
05/31/2024
Thank you for your continued correspondence on behalf of ****************.
Our records indicate that **************** spoke with several Cast Members on May 13, 2024 who appropriately addressed her concerns.
Kindest regards,
Guest Experience Support & Solutions
**** Disney World Resort

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