Walt Disney World - Disney
On November 8, 2012 I complained to a Front Gate Manager regarding the manner in which a Main Entrance Gate employee at the entrance of Animal Kingdom had treated my daughter and myself which in itself is not a big deal.It is the MANNER in which this complaint was handled.
I received a very unsympathetic reply from the manager at Animal Kingdom which truly is uncharacteristic of the stellar service from Disney. I make a point of complimenting Disney employees on the high quality of their service so naturally, I was taken aback by this unsympathetic, unresponsive manner of this manager. This manager than started to argue with me in front of guests that I should be grateful that Disney lets me in the park(s) for free. Unfortunately, I let myself become defensive and I told him that my husband does an excellent job for Disney and puts in many hours and he should treat me as he would any guest and not argue with myself or any guest.
I continued to stand in the long entrance line without further incident until a Disney security guard approached me and demanded me to "Step out of Line". I refused and said that I would go talk with Guest Relations which was about a 100 feet away instead and complain to a manager about the poor customer treatment of arguing in front of guests which is truly a lack of Disney quality. The Disney security guard said that I could NOT talk to Guest Relations at this point! As a Disney "dependant" I feel I am not special when it comes to treatment and that I should set an example to the guests and especially to my children of how to behave at Disney and most of all to respect their property by following the rules to the "9th degree".
However, I do also feel it is my responsibility to advise management when employees are not treating guests as they should. The security guard told me that "I could not talk with Guest Relations at this point and that it wouldn't do any good and he wanted my Silver Pass. When I presented my Disney Silver Pass and my Florida Driver's License to the Guest Relations employee the security guard named "Orlando" followed me over to Guest Relations and wrestled it out of my hands, both DOCUMENTS! This treatment of myself and my daughter by a Disney manager is SHAMEFUL to say the least!
I took my Driver's License back from the tips of the security guard's fingers and found an Orlando policeman at the Bag Search location and told him of the situation. He told me that he couldn't do anything and that this was unfortunate that it went this far and it seemed like a customer service problem for Disney because the security guard had no right to take these documents from my hands. My daughter and I were denied access to the park and my Annual Silver Pass was taken from me. At this same moment my daughter is asking and questioning why the security guard was called in the first place since we didn' t do anything wrong except wish to complain.
This was a scary situation in which I was "ganged up" upon.
Later, I was called by a customer service represenative but they said this situation was more than they could handle.
I felt beaton up by "Big Brother- Disney" and their physical mafia.Good luck with anyone who crosses Disney's path in a negative manor they have their own BRAND of customer Service.
Monetary Loss: $1000.