We went last year, and while the trip was amazing, the food was beautiful and delicious, we had a night after the fireworks, where my six year old and I were trying to get to our family in a store, and because we scooted under a rope used for corralling a potential line (there was no line and our family was six feet from us at that point) a cast member rudely said, you need to get out, and then when I said I just want to get us to the rest of our family, she took a step towards me in a threatening manner, and said she didn’t care, and I needed to move. Another cast member saw the incident and told the first one it was fine, that we were obviously meeting a large group right there, and then going into the store, but the first cast member took another step towards us her hands on her hips, and screamed that she didn’t care, that we needed to go around, and not be on the sidewalk. We exited and went around, but honestly, this could have been handled much better. My mother was furious that we were talked to that way. I would have been fine to go around if the cast member hadn’t been so rude about it.
The common connection between all these incidents is YOU. I’ve never had a reaction from a cast member that wasn’t polite. Since this is the first time in 22 years you’ve been. It’s hard to not point a finger at YOU for these type of responses.
“I would have been fine to go around if the cast member hadn’t been so rude about it.”
oh you mean you’ll obey the rules and not ignore the rope if the cast member ( who’s seen people try and do this a hundred times tonight) actually politely tells you that the rope is there for a reason. Here’s a novel concept… if you’re nice and obey the rules.. the cast members don’t have to be rude… hmmm maybe that’s a better way to look at it.
Operations leadership at WDW aren’t operating under the same rules as they did in years past, that’s evident now for anyone to see. Folks who’ve been visiting the parks for many decades will easily recount why Disney quality has always been legendary which is exactly why we’ve remained loyal returning year after year. Those days are over.
Bob Chapek should be ashamed of himself, and so should the investors for enabling him.. you don’t hear them complaining right now. Long as he’s there expect current levels of Cast Member discord to get much worse.
I know cast members who come home in tears almost every day because of the treatment by guests! When your treated badly all day it’s hard to keep a smile on your face!
Agree with you. I hear some of the CM horror stories of entitled guests getting in their face because they can’t have their way. After being yelled at all day during a 13 hour shift I would just not care anymore , either. As far as housekeeping that I have seen . Our daughter had an accident I called for new bedding and was told “we don’t do that” I said she can’t sleep in a wet bed . They told me too bad . I finally contacted the front desk and then called my husband , we live 5 min away and asked him to come make the bed for me because I’m disabled . When security asked him why he was there but not on the reservation he told them. They immediately called the housekeeping supervisor and they did come and apologize but said they can’t come in because of Covid . I said anymore that’s just an excuse for less services. Go in when guests aren’t there , wear masks , wipe it down , that’s what you do when they check out …, makes zero sense
I believe you. My son had an ice pack on his ankle, in bed, after a RunDisney event and the bag leaked and soaked the corner (thankfully). I called and asked for the sheets to be changed and more coffee, while we were out there were towels and coffee in the room – no sheet change. That night he slept on the far side of the bed. So they CAN enter a room, covid is an excuse. If they worry about covid, spray the room and come back 10 minutes later.
I think it is worse at Walt Disney World than at Disneyland Resort, yet I get the impression that new hires aren’t being trained in the same way. I’ve just noticed a few things that aren’t up to Disney standards. Frankly, not up to the customer service standards of most employers. And I heard the Tiki Room host during the opening spiel refer to the guests as “you guys”. I mean, really. You’re on stage at Disneyland. You’re not working at a carnival. It just seems at Disneyland now it’s more loose. I’ve even seen kids climbing up on things they should not be on and no CM or security saying get down. I’ve seen kids climbing up a brick wall, walking on it, standing and sitting on a trash can with no one (including parents) stopping them. Another time, at the Hub two little girls climbing all over the little statue of Minnie and wrapping their legs around it. It makes me sad and kind of mad to see these things in my home park, in Walt’s Park, and not one cast member does anything. Maybe there isn’t enough staffing. I just get the feeling it comes from the top and trickles down. Most of Disneyland Resort and the castmembers are okay. But management has just let things slip and really doesn’t seem to care.
Sounds like what happened to my daughter durring her Make A Wish trip. She use to LOVE Mickey soooo much. Till this happened. She had been having seizures so we put her in a wheelchair so she could enjoy the rest of the day. Well after a Magical meet and Greet with the Mouse himself (that was cut short cause a cast member was like “you guys need to hurry up because there are other guests waiting. So we only got 5 minutes to see him instead of the amount we were told we would get with him) So we took off to explore Magic Kingdom. We were all so excited. We rode Peter pan and say Repunsel and a few other princesses. Then we were off to see my favorite. Ariel!!! We walk up and me and my daughter are excited and as loud as she could possibly say it, The cast member yells “here comes yet another entitled family!” Everyone near stopped and looked at my daughter and us IN OUR MAKE A WISH SHIRTS!! My daughter instantly started crying. The cast member held out her hand to “inspect” our MAW genie pass and was making comments like “this looks fake” and “people like this expect to get everything handed to them cause they’re too good to stand in line like everyone else.” My daughter reached out and grabbed her genie pass back and asked to leave. We weren’t even there 3 hours!! My daughter wanted NOTHING to do with disney after this. We came home and she through EVERYTHING disney she had in her room away. Her room was Mickey everything. From bedding to towels to wall decor. Her room was bare. They ruined her once in a lifetime experience that she can NEVER experience again because we can’t afford it. So her 1st and only Disney experience was this. Disney has gone down hill since I went in High School.
We aren’t sure if someone had messed her day up or not but we were like 10 feet from her just walking up. Never even said a word to her before she made this comment. Just because 1 person ruins your day, doesn’t mean you can take it out on guests. Especially a child on there MAKE A WISH trip.
In their defense they do get a lot of people who think they are entitled. They even get people who lie about their child being sick so they can get the benefits of the make a wish program.
However, that was uncalled for by the cast members.
You cannot lie about being ill and a part of the make a wish program. The program
Itself send you to Disney. They know you have a confirmed illness and most kids come from “give kids the world” program in Florida. There’s no way to lie about that.
Considering that Disney World pays their “cast members” a wage that qualifies them for social services (paid for by the tax payer). Another issue isbthat there is no public transportation anywhere near Disney World and many must live very far away because any apartments or dare I suggest houses, close to Disney are shamelessly expensive.
Many cast members are recruited from Puerto Rico also… So, forget any traditional American vibe on Main Street or the American Adventure..
We’ve been blinded by the glitter for so long that we never even blinked an eye when they said they were staffed by interns. Interns, a.k.a. people who get paid little to do crap jobs.
Then, when you lay off everyone at the drop of a hat, people are going to realize just how little they meant to their company.
This is the standard now, and it’s not likely to change. And no, it’s not simply because the cast is unhappy and poorly-paid. That’s absolutely a part of it, but it’s not the primary reason. Standards have plummeted in all areas. If you want it to change, tell them your feelings and stop giving them money. Either of those actions without the other will not be effective.
I worked at Disney a long time ago. It was miserable. Standing in the 100 degree heat in your costume(uniform) that wasn’t made for the heat. Plus low pay. People all day long would come up to you and ask the most stupid questions you have ever been asked in your life. Tons of people who couldn’t follow simple rules. Parents that are tired of their children mostly because they didn’t want to spend the extra money for food and drink then take it out on everyone else.
Disney has had the same problems for decades. Hopefully with higher prices it will bring fewer crowds and hopefully better service.
People would line up 3 deep.. the first would ask you where the restroom was.. the second would ask where the restroom was.. then the 3rd would ask where the restroom was?!? Couldn’t you hear when I told the first two!? I would usually give them directions to one on the other side of the park.
We were at Disney from 1/2 to 1/9 and, from what we experienced, this account is believable. It was the most UN magical Disney trip I’ve ever been on – and it absolutely used to be my favorite place, no question. I can remember maybe 3 cast members over the course of a WEEK that exemplified the kindness and customer service Disney used to be known for. Issues started from check in, where we were told that the 3 rooms we intentionally booked together WEREN’T together anymore….. Unless we wanted to pay an extra $60/night….?! It was all downhill from there. Everyone else was just, for lack of a better description, apathetic and grouchy. That, coupled with the new pay-more-get-less, nickel-and-dime-a-thon approach made it overwhelmingly disappointing. Finished our trip with 2 days at Universal (staying at Universal’s Cabana Bay) and the differences were absolutely mind-blowing. Better food, bigger portions, bigger rooms (that didn’t have soaking wet carpeted floors daily), friendlier staff (both in and out of parks), better park experiences (ahem… Not having to pay park admission AND pay to ride a particular ride…..or play the hunger games virtual queue at 7am….or pay for genie+ which paid very little in dividends or benefits), etc etc. I will miss Disney… But I won’t miss paying for overpriced disappointment.
Heard the opposite. Was in WDW 10 days starting Thanksgiving. No problems with cast members the entire time. In fact all the cast members we interacted with were great.
Cast me members have to put up with a lot some of the most rudest people go to Disney they don’t get paid enough to have to put up with it. I feel sorry for them I know I wouldn’t be able to work there not with the way some people think they are untitled. Same goes for McDonald’s wouldn’t work there either.
Angela, your story made me cry. Was there anyone to complain to. No child especially a child who is visiting Disney with make a wish should ever be treated that way with her family. I would have caused a scene, that’s unacceptable. As if you and your family were not going through enough in your lives and to have some rude spoiled idiotic cast member treat you all like that. I’d throw everything away of disney too.
There is no defense for this cast member your job is not to assume anyone is lying, even if it has happened in the past that isn’t your job as a cast member. If people are going to be that sick and lie about their child being sick karma will find them. That isn’t a cast members job.
My trip was good. Cast members we ran into we nice and friendly, but I know what it’s like to work in the service industry and treat everyone with the respect they deserve.
In recent years cast members have been ruder, on their phones, sloppy in appearance. I understand this is a job for people, but it’s not like other jobs. This is an elaborate stage show where every cast member has a role, must wear the costume, and act the part. If they can’t, find someone else. This has been thrown out the window.
Also, does it seem like way more trash is on the ground than ever before?
My husband and I go to one of the parks probably once a week and if its freezing or raining we skip a week………We have not been spoken too rudely but one time in all t he years we have gone and I’d say the person wasnt nasty , just wouldnt let us in a quick serve restraunt without ordering ahead…………I was put out a little, but I figured well tough on them I’ll take my business elcewhere and havent been back to that place……..to let you know I dont like putting my meals on my charge card is why I hadnt made a reservation ahead…….I do get reminded on occasion to put my mask on…….I’m old so forget once in a while, but they dont say anything nasty just remind me politely…….I dont know what the attitudes of these people are that get in the arguments but they need to go to the parks with a plan that means everything isnt always going to go your way, be dissapointed but go on your way and dont make a scene .
Last Week on 1-10-22 my wife, granddaughter (in a wheel chair) and I were shoved to a back lot behind Casey’s Corner at the start of the fireworks only to pop out between Emporium and City Hall. The cast members were very rude to us. When I asked where we should go the female cast member barked back NOT HERE! I hurried to the front of Main Street again and spoke with another cast member however by this time my granddaughter who has emotional issues as well as an amputation was very upset and crying. This cast member ushered us to a spot up front with compassion but we only had the time to see the last five minutes of the production. When the show ended I went to guest relations at City Hall and spoke to another cast member about the way we were treated only then to find out there is a section for handicapped, she said we should have been there but it is not well advertised and certainly not well encouraged and this cast member was cold as well. Emmy is a Shriners kid we had to have the wheelchair because her prosthetic had rubbed her stump raw with all the walking. After the whole fiasco was over my wife is telling me never again. We spent about $10,000 on this trip we paid out over $2500 on tickets also paying for two other grand kids who found a different spot to view but also were spoken to rudely by cast members. This is not Walt’s vision or even Roy’s may it is the new vision of Bob. We do not have to be customers that is our choice. Maybe this is something Disney needs to be reminded of.
Disney is way over priced for what you get today. Covid has ruin the ambience of Disney. Yes we were rudely spoken to in the philomonica show by the carousel in magic kingdom. You can definitely see the difference from 30 years ago. But my Grandaughter loves it so we attend it for her. I definitely would not buy into disneys dvc not worth it anymore. They definitely need to do something for the long lines on rides now they have taken away the fast pass . 6x my husband and i tried to get on the new star wars ride nope didnt happen.
I understand low pay, long hours and rude guests. However, if you take a job your need to be able to do that job and do it as expected. This goes for any job, anywhere. No one is forced to work at Disney World especially today where there is a hiring sign in every window you go by. If you cannot handle the pay, hours and crap that comes with the job please find another. Disney is a very expensive trip and people deserve the kindness the expect from such a trip. Now I do not believe that one needs to take crap from a guest but you need to handle it in a direct respectable manner. You definitely have to realize that the next guest is not the previous guest and take your anger out on them. This is why I also believe crappy guests need to be removed. The world sucks right now but if your working for Disney you need to embody the joy that Disney is for those who try to bring some sunshine in their life by going or simply work elsewhere.
I agree 100% Stacey. I worked for Disney for 20 years in various departments and I’ve seen the good and the bad from both sides, guests and cast members. I’ll be the first to admit the guest interactions arealways pleasant. However, as long as you are on the clock, your job is to provide that Disney Magic that Walt Disney World, Disneyland, and all of the parks around the world are known for, bringing happiness to those who need it. Turning a sad situation into a joyful one. The Disney Magic is needed now more than ever before and cast members are responsible for bringing it to every single guest, regardless what may be going on in their personal lives. As one of my manager said, “when you walk through those doors, leave your problems outside. They’ll be there waiting for you when your shift is over.” Disneyland ( and all the Disney
parks around the world) are the happiest places on earth and its the cast members’ responsibilities to keep it that way.
I am in a wheelchair and was waiting in the que to ride Splash Mountain and the CM called me a B—ch for wanting my 3 year old to sit in my lap until we reach the loading area where he could wait for the rest of the family to ride the ride. I was told that there was no place for him to wait, so I offered to wait with him but my husand did not want me to miss out on the ride so he chose to wait with him instead of riding the ride. My husband helps me get on and off the rides. My 12 year old son had to help me and it took twice the time for me to get on and off the ride and I felt bad for the other guests because of the rude CM (and there was a place for my 3yo to wait when we got to the loading area).
I have empathy for the cast members (CM), as they are in the middle of a bad situation.
First, you have Chepak at the top, pinching every penny he can. This surely works its way down to the CMs, who are likely overworked and underpaid (and then they need to deal with angry guests).
Second, you have guests that are frustrated by all of Chepak’s pinching, higher ticket prices, transportation issues, reduced services, etc. They recall the days of Disney past, and want them back (and probably want better services given the price increases).
Guests are frustrated by Chepak, CMs are frustrated by Chepak. See the common problem?
Chepak is the only one happy, while everyone else suffers. This will continue (in which Disney goes down the toliet), unless Chepak is fired.
Save Disney, fire Chepak. Sign the change.org petition if you have not already done so.
I took my family for a week to Disneyland and we stayed at the Grand California Hotel. I’ve been going to Disneyland 35 plus years man and boy, my wife worked at Disneyland as a teen, so we have a pretty good understanding of how the service level has declined in recent years and I have an idea of where it began…First, my experiences. One morning as I walked down the hotel hall to get my wife and I starbucks I noticed about 4 or 5 hotel workers on my way downstairs I said good morning to all of them expecting that disney level smile and a good morning back, all but one responded and the one who did said ” hey man how’s it goin” and kept walking….The 2nd was when we were checking out, there was a line to the middle of the lobby for the bag check there was a KAREN behind me who was pacing and making a scene finally she got someone to look for her bags. She was behind me but I get my bags checked too and we both wait outside in valet for our cars and bags to be brought out and again this Karen starts making a scene and to most of the casts members too their credit politely tell her to wait her turn. She eventually cornered a bellman and he said he would look in back for her and he did and brought out her bags. He was so sweet to her and waived good bye.So I figured once he was done I’d let him know she was behind me and if he could at least let me know the time it would take till we’d get my bags? Mind you, my son has Autism and is melting down in the lobby because we are leaving. He looks me dead in the eye and says “I can’t keep doing this all night” I said ” I’m sorry” to give him an opportunity to retract that less than Disney response, again he said ” I can’t keep doing this for yoy people” I had reached my limit by this point ” I said you know I just have to say that level of Disney service we have all been a custom to has seriously declined” he said ” I know this place is horrible that’s why I’m retiring in two weeks” and he walked away…
Most of these complaints are from people that wanted to change the established flow and or rules. I’ve worked enough CS jobs in my life to know people like things their way and don’t like being reminded they can’t always get what they want.
Several years ago in Epcot, while we were waiting to greet Snow White she left for a break. We walked past her and said hello. My little nephew’s (age 7 at the time) ears stick out a little from his head and “Snow White” said “look ! He looks like Dopey!” My sister was so upset! I told about this on our review and also sent a letter to Customer Service. I never heard from Disney!!!
In my mind, there is nothing worse than a job in customer service, especially right now. While I’ve never experienced any rudeness at Disney ever, I wouldn’t be surprised if this did happen. Disney employees have been stretched to the limit, the parks and hotels are not fully staffed, staff had to deal with Covid protocols, guests who refuse to follow them, low pay, Ride breakdowns, angry guests, And Bob Chapek. Cut them some slack.
Huh. Interesting that my comment calling out people being racist was deleted, while the comments that are actually racist are still up. Cool website you’ve got here.
Comments for Disney Guest Accuses Cast Member Of Saying “Figure It Out” and “I Don’t Care”
Losty
We went last year, and while the trip was amazing, the food was beautiful and delicious, we had a night after the fireworks, where my six year old and I were trying to get to our family in a store, and because we scooted under a rope used for corralling a potential line (there was no line and our family was six feet from us at that point) a cast member rudely said, you need to get out, and then when I said I just want to get us to the rest of our family, she took a step towards me in a threatening manner, and said she didn’t care, and I needed to move. Another cast member saw the incident and told the first one it was fine, that we were obviously meeting a large group right there, and then going into the store, but the first cast member took another step towards us her hands on her hips, and screamed that she didn’t care, that we needed to go around, and not be on the sidewalk. We exited and went around, but honestly, this could have been handled much better. My mother was furious that we were talked to that way. I would have been fine to go around if the cast member hadn’t been so rude about it.
Not a sheep
There are no rules for Cast Members anymore. It’s a freak show now.
Leeann Jacket
I heard a cast member bad mouthing customers, saying I’m not going to ask them again, it’s not my problem.
Bill
Maybe control your bratty children? Cast members aren’t babysitters.
Melissa
Exactly
Carl
The common connection between all these incidents is YOU. I’ve never had a reaction from a cast member that wasn’t polite. Since this is the first time in 22 years you’ve been. It’s hard to not point a finger at YOU for these type of responses.
Carl
Sorry Melissa that comment was not for you. I am on mobile and it replied to you.
N
Control your brats next time.
Elimary
Some take their job too seriously.
mike
“I would have been fine to go around if the cast member hadn’t been so rude about it.”
oh you mean you’ll obey the rules and not ignore the rope if the cast member ( who’s seen people try and do this a hundred times tonight) actually politely tells you that the rope is there for a reason. Here’s a novel concept… if you’re nice and obey the rules.. the cast members don’t have to be rude… hmmm maybe that’s a better way to look at it.
Walt Disney’s Spirit
Operations leadership at WDW aren’t operating under the same rules as they did in years past, that’s evident now for anyone to see. Folks who’ve been visiting the parks for many decades will easily recount why Disney quality has always been legendary which is exactly why we’ve remained loyal returning year after year. Those days are over.
Bob Chapek should be ashamed of himself, and so should the investors for enabling him.. you don’t hear them complaining right now. Long as he’s there expect current levels of Cast Member discord to get much worse.
Maryl
I know cast members who come home in tears almost every day because of the treatment by guests! When your treated badly all day it’s hard to keep a smile on your face!
M lee
Agree with you. I hear some of the CM horror stories of entitled guests getting in their face because they can’t have their way. After being yelled at all day during a 13 hour shift I would just not care anymore , either. As far as housekeeping that I have seen . Our daughter had an accident I called for new bedding and was told “we don’t do that” I said she can’t sleep in a wet bed . They told me too bad . I finally contacted the front desk and then called my husband , we live 5 min away and asked him to come make the bed for me because I’m disabled . When security asked him why he was there but not on the reservation he told them. They immediately called the housekeeping supervisor and they did come and apologize but said they can’t come in because of Covid . I said anymore that’s just an excuse for less services. Go in when guests aren’t there , wear masks , wipe it down , that’s what you do when they check out …, makes zero sense
Elimary
I hope that didn’t actually happen the way you said it did. However, Covid is being blame for bad service when the service was bad before Covid.
SG
I believe you. My son had an ice pack on his ankle, in bed, after a RunDisney event and the bag leaked and soaked the corner (thankfully). I called and asked for the sheets to be changed and more coffee, while we were out there were towels and coffee in the room – no sheet change. That night he slept on the far side of the bed. So they CAN enter a room, covid is an excuse. If they worry about covid, spray the room and come back 10 minutes later.
Bill
I’m sure this Karen was completely faultless…
Kathie
I think it is worse at Walt Disney World than at Disneyland Resort, yet I get the impression that new hires aren’t being trained in the same way. I’ve just noticed a few things that aren’t up to Disney standards. Frankly, not up to the customer service standards of most employers. And I heard the Tiki Room host during the opening spiel refer to the guests as “you guys”. I mean, really. You’re on stage at Disneyland. You’re not working at a carnival. It just seems at Disneyland now it’s more loose. I’ve even seen kids climbing up on things they should not be on and no CM or security saying get down. I’ve seen kids climbing up a brick wall, walking on it, standing and sitting on a trash can with no one (including parents) stopping them. Another time, at the Hub two little girls climbing all over the little statue of Minnie and wrapping their legs around it. It makes me sad and kind of mad to see these things in my home park, in Walt’s Park, and not one cast member does anything. Maybe there isn’t enough staffing. I just get the feeling it comes from the top and trickles down. Most of Disneyland Resort and the castmembers are okay. But management has just let things slip and really doesn’t seem to care.
Angela
Sounds like what happened to my daughter durring her Make A Wish trip. She use to LOVE Mickey soooo much. Till this happened. She had been having seizures so we put her in a wheelchair so she could enjoy the rest of the day. Well after a Magical meet and Greet with the Mouse himself (that was cut short cause a cast member was like “you guys need to hurry up because there are other guests waiting. So we only got 5 minutes to see him instead of the amount we were told we would get with him) So we took off to explore Magic Kingdom. We were all so excited. We rode Peter pan and say Repunsel and a few other princesses. Then we were off to see my favorite. Ariel!!! We walk up and me and my daughter are excited and as loud as she could possibly say it, The cast member yells “here comes yet another entitled family!” Everyone near stopped and looked at my daughter and us IN OUR MAKE A WISH SHIRTS!! My daughter instantly started crying. The cast member held out her hand to “inspect” our MAW genie pass and was making comments like “this looks fake” and “people like this expect to get everything handed to them cause they’re too good to stand in line like everyone else.” My daughter reached out and grabbed her genie pass back and asked to leave. We weren’t even there 3 hours!! My daughter wanted NOTHING to do with disney after this. We came home and she through EVERYTHING disney she had in her room away. Her room was Mickey everything. From bedding to towels to wall decor. Her room was bare. They ruined her once in a lifetime experience that she can NEVER experience again because we can’t afford it. So her 1st and only Disney experience was this. Disney has gone down hill since I went in High School.
Angela
We aren’t sure if someone had messed her day up or not but we were like 10 feet from her just walking up. Never even said a word to her before she made this comment. Just because 1 person ruins your day, doesn’t mean you can take it out on guests. Especially a child on there MAKE A WISH trip.
Elimary
In their defense they do get a lot of people who think they are entitled. They even get people who lie about their child being sick so they can get the benefits of the make a wish program.
However, that was uncalled for by the cast members.
Natasha
You cannot lie about being ill and a part of the make a wish program. The program
Itself send you to Disney. They know you have a confirmed illness and most kids come from “give kids the world” program in Florida. There’s no way to lie about that.
Oliver Closeoff
Considering that Disney World pays their “cast members” a wage that qualifies them for social services (paid for by the tax payer). Another issue isbthat there is no public transportation anywhere near Disney World and many must live very far away because any apartments or dare I suggest houses, close to Disney are shamelessly expensive.
Many cast members are recruited from Puerto Rico also… So, forget any traditional American vibe on Main Street or the American Adventure..
Elimary
You are right. Puerto Ricans aren’t known for their kind hospitality. Disney also doesn’t pay enough.
Bobby
We’ve been blinded by the glitter for so long that we never even blinked an eye when they said they were staffed by interns. Interns, a.k.a. people who get paid little to do crap jobs.
Then, when you lay off everyone at the drop of a hat, people are going to realize just how little they meant to their company.
JT
This is the standard now, and it’s not likely to change. And no, it’s not simply because the cast is unhappy and poorly-paid. That’s absolutely a part of it, but it’s not the primary reason. Standards have plummeted in all areas. If you want it to change, tell them your feelings and stop giving them money. Either of those actions without the other will not be effective.
Elimary
I worked at Disney a long time ago. It was miserable. Standing in the 100 degree heat in your costume(uniform) that wasn’t made for the heat. Plus low pay. People all day long would come up to you and ask the most stupid questions you have ever been asked in your life. Tons of people who couldn’t follow simple rules. Parents that are tired of their children mostly because they didn’t want to spend the extra money for food and drink then take it out on everyone else.
Disney has had the same problems for decades. Hopefully with higher prices it will bring fewer crowds and hopefully better service.
Willy Wilson
People would line up 3 deep.. the first would ask you where the restroom was.. the second would ask where the restroom was.. then the 3rd would ask where the restroom was?!? Couldn’t you hear when I told the first two!? I would usually give them directions to one on the other side of the park.
Jennifer
We were at Disney from 1/2 to 1/9 and, from what we experienced, this account is believable. It was the most UN magical Disney trip I’ve ever been on – and it absolutely used to be my favorite place, no question. I can remember maybe 3 cast members over the course of a WEEK that exemplified the kindness and customer service Disney used to be known for. Issues started from check in, where we were told that the 3 rooms we intentionally booked together WEREN’T together anymore….. Unless we wanted to pay an extra $60/night….?! It was all downhill from there. Everyone else was just, for lack of a better description, apathetic and grouchy. That, coupled with the new pay-more-get-less, nickel-and-dime-a-thon approach made it overwhelmingly disappointing. Finished our trip with 2 days at Universal (staying at Universal’s Cabana Bay) and the differences were absolutely mind-blowing. Better food, bigger portions, bigger rooms (that didn’t have soaking wet carpeted floors daily), friendlier staff (both in and out of parks), better park experiences (ahem… Not having to pay park admission AND pay to ride a particular ride…..or play the hunger games virtual queue at 7am….or pay for genie+ which paid very little in dividends or benefits), etc etc. I will miss Disney… But I won’t miss paying for overpriced disappointment.
Mows
WDW is more rude overall than DLR. Must be the east coast thing.
AH
Heard the opposite. Was in WDW 10 days starting Thanksgiving. No problems with cast members the entire time. In fact all the cast members we interacted with were great.
Sue
Cast me members have to put up with a lot some of the most rudest people go to Disney they don’t get paid enough to have to put up with it. I feel sorry for them I know I wouldn’t be able to work there not with the way some people think they are untitled. Same goes for McDonald’s wouldn’t work there either.
Lisa Pappas
Angela, your story made me cry. Was there anyone to complain to. No child especially a child who is visiting Disney with make a wish should ever be treated that way with her family. I would have caused a scene, that’s unacceptable. As if you and your family were not going through enough in your lives and to have some rude spoiled idiotic cast member treat you all like that. I’d throw everything away of disney too.
There is no defense for this cast member your job is not to assume anyone is lying, even if it has happened in the past that isn’t your job as a cast member. If people are going to be that sick and lie about their child being sick karma will find them. That isn’t a cast members job.
Lawrence Lewis
My trip was good. Cast members we ran into we nice and friendly, but I know what it’s like to work in the service industry and treat everyone with the respect they deserve.
Duke
I can attest to this.
In recent years cast members have been ruder, on their phones, sloppy in appearance. I understand this is a job for people, but it’s not like other jobs. This is an elaborate stage show where every cast member has a role, must wear the costume, and act the part. If they can’t, find someone else. This has been thrown out the window.
Also, does it seem like way more trash is on the ground than ever before?
lorraine
My husband and I go to one of the parks probably once a week and if its freezing or raining we skip a week………We have not been spoken too rudely but one time in all t he years we have gone and I’d say the person wasnt nasty , just wouldnt let us in a quick serve restraunt without ordering ahead…………I was put out a little, but I figured well tough on them I’ll take my business elcewhere and havent been back to that place……..to let you know I dont like putting my meals on my charge card is why I hadnt made a reservation ahead…….I do get reminded on occasion to put my mask on…….I’m old so forget once in a while, but they dont say anything nasty just remind me politely…….I dont know what the attitudes of these people are that get in the arguments but they need to go to the parks with a plan that means everything isnt always going to go your way, be dissapointed but go on your way and dont make a scene .
Scott Arnson
Last Week on 1-10-22 my wife, granddaughter (in a wheel chair) and I were shoved to a back lot behind Casey’s Corner at the start of the fireworks only to pop out between Emporium and City Hall. The cast members were very rude to us. When I asked where we should go the female cast member barked back NOT HERE! I hurried to the front of Main Street again and spoke with another cast member however by this time my granddaughter who has emotional issues as well as an amputation was very upset and crying. This cast member ushered us to a spot up front with compassion but we only had the time to see the last five minutes of the production. When the show ended I went to guest relations at City Hall and spoke to another cast member about the way we were treated only then to find out there is a section for handicapped, she said we should have been there but it is not well advertised and certainly not well encouraged and this cast member was cold as well. Emmy is a Shriners kid we had to have the wheelchair because her prosthetic had rubbed her stump raw with all the walking. After the whole fiasco was over my wife is telling me never again. We spent about $10,000 on this trip we paid out over $2500 on tickets also paying for two other grand kids who found a different spot to view but also were spoken to rudely by cast members. This is not Walt’s vision or even Roy’s may it is the new vision of Bob. We do not have to be customers that is our choice. Maybe this is something Disney needs to be reminded of.
Jami
Disney is way over priced for what you get today. Covid has ruin the ambience of Disney. Yes we were rudely spoken to in the philomonica show by the carousel in magic kingdom. You can definitely see the difference from 30 years ago. But my Grandaughter loves it so we attend it for her. I definitely would not buy into disneys dvc not worth it anymore. They definitely need to do something for the long lines on rides now they have taken away the fast pass . 6x my husband and i tried to get on the new star wars ride nope didnt happen.
Stacey
I understand low pay, long hours and rude guests. However, if you take a job your need to be able to do that job and do it as expected. This goes for any job, anywhere. No one is forced to work at Disney World especially today where there is a hiring sign in every window you go by. If you cannot handle the pay, hours and crap that comes with the job please find another. Disney is a very expensive trip and people deserve the kindness the expect from such a trip. Now I do not believe that one needs to take crap from a guest but you need to handle it in a direct respectable manner. You definitely have to realize that the next guest is not the previous guest and take your anger out on them. This is why I also believe crappy guests need to be removed. The world sucks right now but if your working for Disney you need to embody the joy that Disney is for those who try to bring some sunshine in their life by going or simply work elsewhere.
Marc L Disney
I agree 100% Stacey. I worked for Disney for 20 years in various departments and I’ve seen the good and the bad from both sides, guests and cast members. I’ll be the first to admit the guest interactions arealways pleasant. However, as long as you are on the clock, your job is to provide that Disney Magic that Walt Disney World, Disneyland, and all of the parks around the world are known for, bringing happiness to those who need it. Turning a sad situation into a joyful one. The Disney Magic is needed now more than ever before and cast members are responsible for bringing it to every single guest, regardless what may be going on in their personal lives. As one of my manager said, “when you walk through those doors, leave your problems outside. They’ll be there waiting for you when your shift is over.” Disneyland ( and all the Disney
parks around the world) are the happiest places on earth and its the cast members’ responsibilities to keep it that way.
Gina
I am in a wheelchair and was waiting in the que to ride Splash Mountain and the CM called me a B—ch for wanting my 3 year old to sit in my lap until we reach the loading area where he could wait for the rest of the family to ride the ride. I was told that there was no place for him to wait, so I offered to wait with him but my husand did not want me to miss out on the ride so he chose to wait with him instead of riding the ride. My husband helps me get on and off the rides. My 12 year old son had to help me and it took twice the time for me to get on and off the ride and I felt bad for the other guests because of the rude CM (and there was a place for my 3yo to wait when we got to the loading area).
Tlaw
I have empathy for the cast members (CM), as they are in the middle of a bad situation.
First, you have Chepak at the top, pinching every penny he can. This surely works its way down to the CMs, who are likely overworked and underpaid (and then they need to deal with angry guests).
Second, you have guests that are frustrated by all of Chepak’s pinching, higher ticket prices, transportation issues, reduced services, etc. They recall the days of Disney past, and want them back (and probably want better services given the price increases).
Guests are frustrated by Chepak, CMs are frustrated by Chepak. See the common problem?
Chepak is the only one happy, while everyone else suffers. This will continue (in which Disney goes down the toliet), unless Chepak is fired.
Save Disney, fire Chepak. Sign the change.org petition if you have not already done so.
Carlos
I took my family for a week to Disneyland and we stayed at the Grand California Hotel. I’ve been going to Disneyland 35 plus years man and boy, my wife worked at Disneyland as a teen, so we have a pretty good understanding of how the service level has declined in recent years and I have an idea of where it began…First, my experiences. One morning as I walked down the hotel hall to get my wife and I starbucks I noticed about 4 or 5 hotel workers on my way downstairs I said good morning to all of them expecting that disney level smile and a good morning back, all but one responded and the one who did said ” hey man how’s it goin” and kept walking….The 2nd was when we were checking out, there was a line to the middle of the lobby for the bag check there was a KAREN behind me who was pacing and making a scene finally she got someone to look for her bags. She was behind me but I get my bags checked too and we both wait outside in valet for our cars and bags to be brought out and again this Karen starts making a scene and to most of the casts members too their credit politely tell her to wait her turn. She eventually cornered a bellman and he said he would look in back for her and he did and brought out her bags. He was so sweet to her and waived good bye.So I figured once he was done I’d let him know she was behind me and if he could at least let me know the time it would take till we’d get my bags? Mind you, my son has Autism and is melting down in the lobby because we are leaving. He looks me dead in the eye and says “I can’t keep doing this all night” I said ” I’m sorry” to give him an opportunity to retract that less than Disney response, again he said ” I can’t keep doing this for yoy people” I had reached my limit by this point ” I said you know I just have to say that level of Disney service we have all been a custom to has seriously declined” he said ” I know this place is horrible that’s why I’m retiring in two weeks” and he walked away…
Tim C
Most of these complaints are from people that wanted to change the established flow and or rules. I’ve worked enough CS jobs in my life to know people like things their way and don’t like being reminded they can’t always get what they want.
Debbi
Several years ago in Epcot, while we were waiting to greet Snow White she left for a break. We walked past her and said hello. My little nephew’s (age 7 at the time) ears stick out a little from his head and “Snow White” said “look ! He looks like Dopey!” My sister was so upset! I told about this on our review and also sent a letter to Customer Service. I never heard from Disney!!!
Maureen Ahearn
In my mind, there is nothing worse than a job in customer service, especially right now. While I’ve never experienced any rudeness at Disney ever, I wouldn’t be surprised if this did happen. Disney employees have been stretched to the limit, the parks and hotels are not fully staffed, staff had to deal with Covid protocols, guests who refuse to follow them, low pay, Ride breakdowns, angry guests, And Bob Chapek. Cut them some slack.
Marcel B
Huh. Interesting that my comment calling out people being racist was deleted, while the comments that are actually racist are still up. Cool website you’ve got here.
Not you
For example.
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