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  1. #1

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    Sad Appalling experience at Disneyland.

    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.
    Last edited by penguinsoda; 01-07-2014 at 07:18 PM. Reason: Removed CM name, word filter violation

  2. #2

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    Re: Appalling experience at Disneyland.

    That's really disappointing to hear.

    Im from Melbourne and recently went to the States and Disneyland was the highlight.

    I think once you get past this you won't let it ruin your trip to the parks.

    Send Disney an email via their website.

    I would suggest leaving out the ******* comment of your story.

    go to Disneyland in Tokyo next time. It's not run by Disney

  3. #3

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    Re: Appalling experience at Disneyland.

    Sad story, but I fail to see why mentioning someone was black and someone else white is relevant.

  4. #4

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    Re: Appalling experience at Disneyland.

    If it was 10:20 ... and the park had already closed ... why would that second security officer carry on the way he did, make you buy another ticket .. when all rides and attractions were shut?

    I'd say that second security officer needs a good complaint letter written against him!

    Do an email .. and I'd do a written letter as well.

    I'm sure a CM who's a member here will gladly give you the address you need to send it.

    (I'm an Orange County native/20 year AP holder, now a resident of Sydney Australia myself. And speaking of Melbourne, that was my holiday, last week. Saw the 12 Apostles for my first time - took my breath away - No nasty security guards telling me irrational, illogical garbage and ruin my time. LOL)

    Sorry to hear about your troubles .. and I'm glad you liked Knott's. I grew up just 2 miles from Knott's .. lots of happy childhood and teen memories there.

    And I agree with the other poster - leave out any profanity in the email/letter. Letters written with "composure" have a way of making a greater impact on Disney management. White/Black comparisons will defuse your letter, stay away from that. And if you want to keep your children's names anonymous on this public forum .. that's fine. But mention their names in your letter.
    Last edited by Tomorrowland_1967; 01-07-2014 at 05:32 AM.
    MY SIGNATURE:
    Dear Peoplemover Fans, If you want to see a new attraction that at least mimics the 1967 Peoplemover in a future Tomorrowland remodel, you need to write to the powers-that-be, and let them know. If you don't - Then the next time Tomorrowland is remodeled, you will see a land barren of any "Peoplemover" type attraction.

  5. #5

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    Re: Appalling experience at Disneyland.

    Quote Originally Posted by fjhuerta View Post
    Sad story, but I fail to see why mentioning someone was black and someone else white is relevant.
    As do I.

    I am skeptical by nature, and when someone joins the same day as this kind of post, I am wary of it being true. Not saying its not true, but more wary of it since there is no posting history.

  6. #6

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    Re: Appalling experience at Disneyland.

    So it was after closing and you were leaving anyway? It sounds like you made an unpleasant situation worse by arguing and engaging in the conflict. Better to turn the other cheek, leave the park (big deal, it was closed) and make your complaint the next day. Defaming? You're never going to see any of those people again.

    You are as much responsible for 'ruining' your entire trip over a few minutes of unpleasantness and misunderstanding as the employee. And that's just a shame.

    Next time, Keep Calm and Carry On. (or is that just for the English)

  7. #7

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    Re: Appalling experience at Disneyland.

    Quote Originally Posted by fjhuerta View Post
    Sad story, but I fail to see why mentioning someone was black and someone else white is relevant.
    I agree.

    And, your day was over. How could this spoil your whole day?


    This has been a Filmways presentation dahling.

  8. #8

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    Re: Appalling experience at Disneyland.

    I have a feeling that the OP posted his experience/story while he was still extremely angry, at the end of what was probably a long day in a crowded park. And while it's no excuse for unprofessional behavior, perhaps the guard was 'cranky' after a long hard day, too.

    The guard should have approached the situation more quietly. An 'unangry' email to Disney will result in the guard being 'talked to' or at least a reminder to security personnel to handle things more 'subtly' as Disney doesn't like 'scenes, either. But be sure the email is also honest about your own behavior. If you were abusive in your language or attitude, you are partly to blame for escalating the unpleasantness.

    And OP, so while I understand that you were upset, it's usually never a good idea to escalate an already bad situation by using profanity or getting loud yourself. A better resolution would have been to either ask to speak to the 2nd guard's supervisor right then and there or to walk right to the nearest CM and tell them "I have a problem/complaint. With whom should I speak?"

    Hopefully by now you've calmed down and you won't let the actions of one person affect your attitude towards the 1000s of CMs who do a wonderful job of making DL the Happiest Place on Earth.

    And while you may have spent a $15,000.00 for your trip, that entitles you to no more or no less during your Disney Day than the guest who paid $92.00 for a one day/one park ticket. I must admit it's a pet peeve, but I've heard that frequently mentioned as part of a complaint or someone expecting a little more than the usual out of their Disney trip because of 'how much they paid' and it kind of irks me. If what you say is true, the guard (IHMO) was rude. But how much you paid to be at Disneyland is NOT relevant to that. And I'm NOT a local so my Disney trips are not something I just pay a few bucks for, either.

    But, I have a feeling that OP won't be back. He posted in anger and is NOT getting the 100% validation that I'm sure he expected. Or he's a troll. I kind of have a hard time believing that a loud verbal 'altercation' wouldn't have drawn the presence of other DL security who would have probably either calmed the situation down or the OP would be saying they were 'escorted' to the turn stile, rather than being able to just (apparently) walk away calling the guard a nasty name.

    Just my opinion.
    "Life is not about waiting for the storm to pass, it's about learning to dance in the rain.​"

  9. #9

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    Re: Appalling experience at Disneyland.

    That's a shame.

    I would suggest writing an email to Disney Guest Services. You will get a response within 7-10 days. I would also leave out your last comment to the CM just to try and be in good standing and sound professional with your complaint.

    Also, the blatant separation of race is a bit unnerving. Being black or white has nothing to do with how friendly employees are on the grand scale of things.
    Please... put Guardians of the Galaxy in Tomorrowland.













  10. #10

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    Re: Appalling experience at Disneyland.

    Smells fishy...
    WELCOME ABOARD
    THE DISNEYLAND MONORAIL SYSTEM!


  11. #11

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    Re: Appalling experience at Disneyland.

    Quote Originally Posted by Eric5675 View Post
    Smells fishy...
    What? Why?

    No history.
    Race Baiting.
    Knotts endorsement.
    Uncharacteristic behavior of DLR employees.
    Inability to lodge complaint via Disney channels.


  12. #12

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    Re: Appalling experience at Disneyland.

    Quote Originally Posted by whoever View Post
    What? Why?

    No history.
    Race Baiting.
    Knotts endorsement.
    Uncharacteristic behavior of DLR employees.
    Inability to lodge complaint via Disney channels.

    I would say, Yes, Yes, Yes, Maybe, Yes..... but really odd that someone would waste time setting up alias for the family, This is E, this is S... Good lord, no one on this site or anywhere else would know you last name and I don't care what those names are the odds are their are hundreds of thousands of families in the world the have two kids with the same first names as the OP.

  13. #13

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    Re: Appalling experience at Disneyland.

    Based on your post, I'd say your wife is an unfit mother.

    After all, she is the one that "lost" E, a 10 year old girl.

    Time to call CPS.

  14. #14

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    Re: Appalling experience at Disneyland.

    Yall are rutless lmaoo

    Seriously though, as a past CM there are some people that work there that just think the world of themselves. I can remember when I was a new hire I had entered the park and then left without getting a handstamp (I didn't know at the time it was required), when I went to re-enter the main gate lady wouldn't let me in - despite the fact that I had my work ID, drivers license to verify its me, ticket, etc. etc. She threw a big fit over it, so I pulled out my AP (it had not expired yet) and handed it to her. She still refused to let me in, claiming to call security. I told her to please do so, and her lead so I could talk to them too. They both came and immediately let me in, apologizing profusely for her.

    Shame is that Disney employees are unionized. Ive seen CM's steal, tell guests off, not show up to work, etc. etc. and they don't get more than a written warning.

    You should definitely write a letter or email to complain, but its not likely that person will get fired or anything, especially if you don't know the persons ID # or last name to identify.

    Im sorry about your experience, and I assure that for every guy like that security guard (which btw, most of them are jerks - even to CM's, they think theyre police officers), there are 50 that are the complete opposite.

  15. #15

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    Re: Appalling experience at Disneyland.

    This is a troll post guys, stop taking this person seriously.

    And if this is true, why point out the ethnicity of the CMs involved? Also, what kind of mother leaves the park without knowing if her 10 year old daughter is with her?

    This is a fake story to slander Disneyland and promote KBF.

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