We had the most appalling experience at Disneyland California tonight (Mon. Jan 6th 2014). How do we lodge a complaint ?
Our family consists of myself, my wife, our 10 year old daughter "E" and our baby daughter "S".
At 10:20 pm, shortly after closing time, and on our way out of the park, I was looking for a souvenirs whilst holding "S" in my arms. My wife was walking ahead with "E". They accidentally got separated from each other in the large crowd when "E" stopped to take a photo. My wife walked out of the gates not realising that "E" was no longer by her side.
My wife obviously needed to go back through the gates to find "E" from whom she was separated. She explained this to the gate security attendant (a kindly African American woman), who understood and graciously let her back in.
Once back in the park, my wife located both "E", and myself with "S".
But then a second gate security attendant named "******", who is White American and has a beard, came chasing after my wife like she was some kind of criminal. He was shouting out loudly to other Disney staff, wildly asking them, "Did these people just sneak into the park ?"
Because he was causing such a public commotion, I approached him to explain that my wife would not have exited the park if she had realised "E" was no longer by her side, and had only re-entered to find her.
This wasn't good enough for him. He told us all (including me, even though I hadn't gone through the gates) "you'll have to leave right now !"
He then accused us of not having entry tickets, barking at us "you have to pay to come in here !"
We then told him, how dare he accuse us of entering without tickets - we'd paid USD $525 over 2 days for our family to visit the park, and I was happy to show him our tickets.
He then told us "I don't care, you'll still have to leave right now".
I then told him I'd write a letter of complaint about his treatment of us, and that he'd spoiled our family's whole trip to Disneyland. And to think we've come all the way from Sydney, Australia. He told me "go right ahead, I don't care".
I couldn't tolerate his rude treatment of us any longer, treating my wife like a criminal in front of the crowds, and defaming her character ... so I told him "have a magical day, ******, you ******".
Is this the way Disney treats people ? According to *******, was my wife supposed to leave "E", a 10 year old girl, alone in the park, lost amongst the crowd ?
And why did ****** see fit to chase after my wife, whilst hollering out to other Disney staff about her, after she'd ALREADY EXPLAINED the situation to the first gate security attendant (the kindly African American woman) ? Does ****** think he's some kind of "hot shot" like Dirty Harry ? Does he think he's "better at his job" than the kindly African American woman ?
To think we've spent well over USD $15,000 on our U.S. holiday for our family of four, including airfares, hotels, car rentals, and restaurants. Not to mention the USD $525 we paid for Disney entry tickets, and the extra USD $300 we spent within the park on meals and souvenirs.
Our whole Disney experience was spoilt by *****. To have my wife publicly treated like a criminal by him in front of the crowds, defaming her character, was most disappointing.
We'll NEVER visit any Disney parks again, and shall advise our colleagues in Australia of our appalling experience. Sadly, Disney's become a money making faceless corporate giant ... it's lost its soul.
We recommend you visit Knott's Berry Farm instead. We had a ball there, it's undoubtedly been the highlight of our U.S. holiday. It's an awesome theme park with the best roller coasters in the world, and most importantly, has FRIENDLY STAFF who treat you with dignity and respect.
We're so glad we went to Knott's Berry Farm. The contrast between the fantastic time he had there, and our disappointment with Disneyland, couldn't be greater.