A friend of mine visited DL for the first time last friday, and had a horrible time! He was planning to purchase an AP, but after his experience, has decided never to return to the park.
Besides the fact that the crowds were so overwhelming that the park reached capacity, several fast pass stations went off-line periodically during the day, and any e-ticket ride had at least an hour wait.
But what really took him over the edge was an unpleasant experience in the Indiana Jones queue. There were a bunch of 12 or 13-year-olds that were screaming at other guests, rough-housing, and pretty much just OUT OF CONTROL. My friend alerted an CM, who gave this group a stern warning, but did not kick them out of the queue. My friend also asked the CM to NOT be seated next to them in the ride. When it came time to load the cars, they ended up in the same row! There's more to this story, but you get the idea.
My friend is so upset that he plans to write a letter of complaint to DL. Basically, he wants them to know:
1) The CM acted inappropriately by not kicking the group out of the queue immediately.
2) Shouldn't these kids have been under a guardian's supervision? My friend was keen enough to read this in the guidelines listed in the park map.
3) My friend was going to be an AP holder, but after this experience, has decided not to even return to the park.
Should he address this to Matt Ouimet? I know Mr. Ouimet values quality customer service, and would like to know about this incident. Who else should he write to? Any other advice is welcome!
Thanks for your help. I'm you all have as much pride in DL as I do, and hearing about stories like this just break my heart.