This is my email to Disney Guest Services about my bad experience with a Cast Member from the ECV rental at EPCOT's International Gateway.
To begin with my friends and family are all annual pass holder and we love everything Disney but honestly after this experience some of the magic just died for me, especially my fiancé, my family and friends! What a horrible experience with the Cast Member Abel at the EPCOT ECV rental International Gateway location on Saturday November 8, 2014 at around 5:40 PM.
My fiancé is a Navy veteran from the Gulf War (Suez Canal) unfortunately he came back with chronic Post-traumatic stress disorder (PTSD). War veterans are commonly at risk for this disorder, that being said the following is what happened exactly as I recall and it was only two days ago so my memory is very fresh considering it was one of the most negative experiences I've ever had on Disney property with a Disney Cast Member. I unfortunately was unable to go to Guest relations directly that day (11/8/2014) because of time constrains so I opted to write an email.
On November 8, 2014 at around 5:40 PM I went to the ECV rental location to return my ECV and get a park hopper receipt so that I can get another ECV at Disney Hollywood Studios. As I was talking to your Cast Member Abel (trying very hard to understand him because he had a very heavy accent I believe Haitian or French) my fiancé was patiently waiting for me to my left side. I was facing the register so my left side had hanging collapsible red strollers and an open space with a couple of beige non-collapsible strollers parked against the back wall with a map drawing on it. My fiancé was drawn to the map on the back wall because he loves maps and map drawings so he walked towards the back to get a better look and continue to patiently wait for me to finish with the Cast Member Abel.
As I was trying to communicate with the Cast Member on what the procedure was to get another ECV at Disney Hollywood Studio he glanced to his left and saw that my fiancé was looking admirably at the map and right out YELLED at him like if he was committing a horrible crime!
All my fiancé was doing was admiring a map waiting patiently for me to finish up. I looked at him and knew right away that he was affected by the yelling. Unfortunately, when a person suffers from chronic PTSD you can not yell at him suddenly or for that matter yell at him at all EVER. Not to say that any adult should ever get yelled at but especially no one with PTSD!
Granted Abel would not have known that he suffered from PTSD but still why yell at him at all! Why yell at anyone ever especially a Cast Member from Disney! Why not tell him nicely that he walked into a restricted area, he had no clue it was a restricted area, there are absolutely no signs indicating that he was not allowed to go to the back wall! Its not like he was behind Abel at his register, he was actually all the way to the left of the register at the back wall the one with the map painted on it with the parked beige strollers.
My fiancé now wants to never set foot in Disney again and because of that one incident and the way home on Sunday was just plain horrible!!! Being from South Dade Florida we've gone to Disney so many times before and never have we had this problem ever. As a matter of fact one of the main reasons we go to Disney is so that he can try to forget his past, and the trauma war causes at the "Happiest Place on Earth". But when you get yelled at for no reason its very hard to associate a happy place with yelling. We would love to stay annual pass holders, we do love Disney and my fiancé did too because it did help him forget the past war battles. I guess it will take a lot of convincing him to ever want to go to the Parks again because as he sees it all he was doing was admiring the world map!
I really would appreciate a follow up to my email so that I know that at least Disney still somewhat cares for its patrons. May I be so bold as to suggest that the Cast Member Abel be re-trained (I didn't write this with the intentions of harming his livelihood at all) maybe he just needs sensitive training towards people with disabilities, including PTSD not just physical disabilities plus maybe place a rope or signs telling the patrons not to pass towards the back. Thank you for your time.
I didn't like: Customer service by cast member.