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  1. #1

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    Question Need help writing letter to Matt Ouimet...

    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.

    -Altodette

  2. #2

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    Re: Need help writing letter to Matt Ouimet...

    You should turn it into the Guest Relations Dept. in Disneyland more like it.

  3. #3

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    Re: Need help writing letter to Matt Ouimet...

    I would Contact Mr Oimet and any one at TDA that willlisten. The Head of Attraction, PR, even security. Never know where the differnece will come from, but I find a letter to Disney will alaways be addressed.

    PS. I can't stand when a cast member ignores the wishes of some guests because they are too lazy to address the problem. I hope the letter will remove this cast memebr from their position, or make them think twice next time. But Disneyland has had enough trouble keeping cast members recently, so a warning is the most you can expect.
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  4. #4

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    Re: Need help writing letter to Matt Ouimet...

    a phone call to guest relations might be a good place to start, during normal business hours. Depending on where that goes, address a letter to guest relations. You could copy it to Ouimet, but I'm not sure how far he would get.

    This doesn't help now, but in the future, if you are that unhappy, you should not leave the park until you have stopped by city hall and spoken with guest relations. They can deal with problems much easier if the person is standing right in front of them and the issue happened that day.

    Unfortunately, minors are not required to have guardians. The screaming teens were most like a part of the 22,000 cheerleaders in town for a convention.

    Its not going to get much better, unfortunately- this holiday season is going to be VERY crowded.
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  5. #5

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    Re: Need help writing letter to Matt Ouimet...

    Quote Originally Posted by Altodette
    ...
    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.

    -Altodette
    1. Your friend knows what the CM is allowed to do and what not to do?
    2. This one might stick. Add another 100 CMs whose sole purpose is to escort out unruly teens who are on their own and call their parents to come pick them up. Seems a bit stiff, but this can easily be a plus, in most people's opinions here.
    3. I don't think this will affect Mr Ouimet at all. The AP Program is tolerated at best by DL executives, who realize that the big annual fee is not enough compared to the costs of the average guest. And those teens you saw were likely AP holders dropped off by their parents on school holiday. (Oh, here's a tip: don't go on school holidays.)

    4. By all means, send it to Mr Ouimet.
    Address it to "Cast Member Matt." Tell him "sediment" (creator of CM Matt moniker) sent you.
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  6. #6

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    Re: Need help writing letter to Matt Ouimet...

    Not sure if Disneyland is going to do too much than write a form letter in response, but you could always call Disneyland (I'm sure the phone # is listed on their website) and ask for an address. (Matt Ouimet, Guest Relations, etc.)

    My honest opinion about your friend is that he's being way too sensitive. Theme parks can be crowded, and there's not much one can do about that other than come a different day.

    The AP DEFINITELY alleviates a lot of the tourist exhaustion and stress that comes with just getting a day ticket, since you don't feel like you have to do everything. Even on the max capacity days, you can just fastpass a few rides and chill out the rest of the time.

    As far as the kids are concerned.... why not just let a few people go past and put some distance between you and people that are annoying you in line? Were they doing anything dangerous that the CM saw, or just acting like teenagers? I think the whole "supervise your kids" thing is for kids in their single digits, really.
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  7. #7

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    Re: Need help writing letter to Matt Ouimet...

    Geez, if your friend is upset about teenagers, better stay indoors. The world's full of them!


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  8. #8

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    Re: Need help writing letter to Matt Ouimet...

    A Letter is alot better than a phone call, send it directly to Matt too...Sorry your friend had such a bad day, we've all been there...But a great idea would be to contact guest relations and ask for the 'Higher Up' and if you keep doing so i'm sure he will get in contact....I'm not sure but if his horrible visit affected him not purchasing an AP, who knows...maybe they'll give him a couple free tickets to come back in the park and re-evaluate his decision...the higher you go, the nicer they get :]

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    Re: Need help writing letter to Matt Ouimet...

    My sister did get a couple of free passes for complaining one time, I forget about what. However, if your friend never wants to come back, I'm not sure what s/he hopes to accomplish by complaining.
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  10. #10

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    Re: Need help writing letter to Matt Ouimet...

    I have a question, did you or your friend ever try to approach these kids yourself? I have found that I have successfully bitch slapped down many youngesters in my day. I find the threat of removal is FAR more effective than actually pressing an underpaid CM into removing a guest when in fact he has no power to do so in the first place.

    I am sorry about the size of the crowd, the resolution of your problem is also the source- the AP. Between Vetern's Day and APs who flocked to see the Christmas decor and an understaffing the park filled to capacity. I truly am sorry. I guess I am playing devil's advocate because I have been a CM myself.







  11. #11

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    Re: Need help writing letter to Matt Ouimet...

    Sorry the chaos your friend had to endure, but that's one of the things you have to expect on a holiday. I'm not saying that it's right, but it happens. Especially with the CM shortage right now, there are not enough to police all the crazy kids.

    Since we're on the topic, where would you send a letter to get it to Ouimet?

  12. #12

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    Re: Need help writing letter to Matt Ouimet...

    Wow - you all have been so helpful, so quickly. Thank you.

    FYI: My friend did politely ask the teens to quiet down a few times. He even tried being friendly by chatting with them. It didn't help. In fact, at one point, one of them threatened him by putting up her fists and asking: "Do you wanna fight?" - even though she was a few inches shorter than he was.

    After the teens were reported to the CM, they confronted my friend again, asking, "Why did you tell on us? You know, we felt really uncomfortable with you asking us questions, because you are a stranger..." - and being really mean about it.

    I'll ask my friend if he thought about just letting some people go in front of them to get some distance from the group.

    I think my friend doesn't want to be a complainer, but merely wants to share his less-than-happy experience with the TDA (or whoever), and let them know what happened in their park that day.

    But in the end, I agree that it was just an extraordinarily crowded day. And it doesn't help that there's a CM shortage.

  13. #13

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    Re: Need help writing letter to Matt Ouimet...

    Quote Originally Posted by Altodette
    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.
    Yeah, not much you can do about crowds. Not Disney's "fault" per se, and you can't expect them to not let people in just to make the folks already there more comfortable.

    Don't know quite what you mean by the fp being offline - do you mean that they'd run out (symptom of crowds), or that fp's were unavailable because the attraction was down (not much to be done about that), or was the attraction running, fastpasses not all handed out, but machines non-operational?

    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 advice in future, since it sounds like there were probably only two of you there, and two teens, would be to hang back and not board the vehicle, thus riding the next one. The CM may or may not notice, but if they do, you simply remind them that you'd asked not to ride the same vehicle as them, so you assumed it was intended you'd ride the next one.

    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.
    No can do. CMs are not disciplinarians, and they're trained to tolerate a large amount of rudeness, disruption, etc. in order not to negatively impact THOSE guests' day by harping on them. Disney's not really at fault for the fact that our society has declined to the point where teens feel comfortable behaving like that - but they are teens and teens WILL be disruptive until they mature and gain an understanding of how they're negatively impacting those around them - and the maturity to care.
    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.
    Nope. 12-13 is PLENTY old enough to be on their own (it is the parents' responsibility to determine if their tween is not mature enough to do so). Disney's requirement is age 7 and under, for safety, not courtesy. I blame the parents, not the park.

    3) My friend was going to be an AP holder, but after this experience, has decided not to even return to the park.
    Pity, as others have already stated, having an AP means you don't feel financially compelled to get 100% out of every visit. It means that when you show up and discover that 70,000 of your closest friends had the same idea, you can just leave, no problem. It means that, when teens in line are being totally obnoxious, you can just get out of line and ride another day, no skin off your back.

    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.
    You can go ahead and send your complaint, though unless you see specific ways in which Disney could actually (reasonably) address the issue, it's not going to accomplish much more than allowing your friend a chance to blow off some steam. Some days you're just unlucky... you show up and the place is packed, you get in line next to people who are rude. It happens. Would you want to visit a theme park that put you through psychological interviews before allowing you to enter, just so they can guarantee that everyone let in is the kind of person who will be considerate of those around them?

    Anyway, I'm sorry that you had a bad experience, and I do hope your friend will try the park again in a more favorable season. You might share with your friend what people have said regarding the "AP approach" to the park. It really does take the edge off bad days, I tell ya, because you aren't "stuck" to your day in the park, you "can always come back", or at least, you're not in a hurry when you are there, so you really don't mind as much. For people who get stressed out by park crowds, I highly recommend a year with an AP.

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  14. #14

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    Re: Need help writing letter to Matt Ouimet...

    If the crowds were overwhelming and the park ended up hitting capacity, there really isn't much room to complain. What else would you expect? Going on a Friday which happens to be a national holiday for your first trip to Disneyland is asking for trouble, headaches, frustration, and annoying, rude, and dumb customers at the park.

    Your friend really shouldnt be complaining, and should have just dealt with it. I'm sure the CM he flagged down was having an equally frustrating day, and I doubt CMs can kick customers out of line after ONE complaint, or if they havent actually seen the people actually in the middle of the actions in question.

    I think writing a letter to Matt would be a waste of both his time and Matt Ouimet's if he actually even reads the thing (a secretary probably screens all that so he doesn't have to deal with it) and if you friend really felt like complaining, he should have waited through the most frustrating line of the day: City Hall's.

    Sorry, but what else did he expect on a Friday National Holiday in the middle of the 50th Anniversary?

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  15. #15

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    Re: Need help writing letter to Matt Ouimet...

    How much you wanna bet those teenagers are looking forward to the Deppization of PotC .......?
    "She's taking everything. She's taking the house, she's taking the kid, she's taking the dog. IT'S NOT EVEN HER DOG. IT'S MY DOG! SHE'S TAKING . . . MY DOG!"
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