Disney Guest Claims They Experienced "Terrible Customer Support" - Inside the Magic

Comments for Disney Guest Claims They Experienced “Terrible Customer Support”

Walt disney world resort cast members holding their new name tags

Credit: Walt Disney World Cast and Community

33 Comments

  1. Chris

    One word for this

    Chapek

    That is all

    1. Why thank you, you see in my last quarterly results call I clearly told the shareholders that the public agrees as you stated, I am behind all this new magical activity.

      1. jack meoff

        Pitiful article as usual…concluding, after relaying that guests cant reach customer service, that guests should let a cast member know if not satisfied…did she even read her own article. Disney sucks as does this website. Pitiful.

        1. Jack Meoff consciousness

          Gee Jack. I think your real name is Karen. You apparently have a personal vendetta against this amazing author and website. Maybe you should go back to your room in the psyche ward

          1. Kevin

            And you complaining about someone else complaining makes you……? You don’t even try to use a real name. Instead you bite off the guy above you. Maybe you are the one who needs the psyche ward?

      2. Frank

        My family and I also recently visited Disney Orlando as we don’t almost every year but will not be returning anything soon. Rude cast members you seem to careless about our experience or lack off. Disney has turned everything into a money grab and a lot of kids won’t be able to fully experience Disney like they. should

    2. Micky Fan

      15 years ago We were highly disappointed with our 1st trip to Disneyland California. The employees had an apathetic attitude about telling you where anything was located and gave us bad directions time after time. I took the time to write to Disney management explaining in detail about our poor experience and I offered suggestions about how Disney could improve by crosstraining maintenance and giving them maps and schedules so they direct guests to the correct location and give the guests the correct time events were starting. Disney Management contacted me and said that they were implementing my idea. They hoped I would come back and give them another chance. We returned the next year and yes they had implemented my suggestions for helping the customer. It was exciting and satisfying to experience Disney Management listening.

  2. Dawn

    Currently experiencing the same thing for up-coming trip. Open chat to ask questions I can’t find online. No answer in chat support. Long hold times on the phone. Already booked the trip, concerned I should cancel?

    1. KK

      Dawn, ask Disney to release your booking to a travel agency, and be sure the agency is certified Disney Specialists.

    2. Lauren Jen

      Cancel your trip and go to Hershey instead!

  3. Funny about this specific comment, i mentioned on this site about a month ago- my family went to wdw over a month ago for a week and one of the things that jumped out to us was the really disappointing customer support– room wasnt ready when we arrived around 6pm, the monorail was down too many times during the week stay, attractions were down for extremely long lengths of time, the list was something we noticed and we have been attending WDW for 25 years, sometimes 3 times a year. After this last visit, customer service and the amount of money spent on skyrocketing prices for EVERYTHING at WDW we are going to take a break and reconsider how we spend our hard earned money and where- i know WDW isnt going to be that place anytime soon- and its sad but until many changes occur, we,asa family, are done with WDW.

  4. Nancy Beagle

    Long time pass holder. Have waited up to 2 hours on the phone to Disney for info. Last call would not even got through. Just a message that they were taking no more call at that time. This has never happened before this season. Sounds like cost cutting lack of employees.We refuse to pay the additional lighting lane fee and will not wait in line for over an hour for a ride. Food is outrageously priced and can seldom get a reservation.This will be our last pass purchase.

    1. Cathrin Brennan

      I would like to thank all the employees who worked Downtown Disney on February 1st , say 11am to 6pm. It was my 70th birthday. My son, daughter-in-law and 1 1/2 years old grandson took me there. Within minutes I was greeted with a “Happy Birthday Button”. So sweet! All day, everyone of the employees wished me “Happy Birthday” it was so,so nice. Sometimes, it’s the little things! Thank you to you all!!

  5. Heather

    On our last trip – staying at Beach Club Villas – we had an early breakfast reservation at Hollywood Studios. We were told by the concierge that the skyline doesn’t run that early, but there are early buses. There were no such buses. Went to the front desk to inquire about all the misinformation given to us and were told “don’t know who told you that – take an Uber”. WHAT?!? The whole point of staying in property is transportation. Take an Uber?! No apology, nothing. It was gross.

  6. Brett

    Same thing is happening at Disneylandland. You can start a chat and wait for a response that takes over 2h. If you try to call The recording tells you to call back because all lines are full and then hangs up! I really do believe that Bob Paycheck is behind this as a cost saving endeavor. In the end his cost savings will backfire, but not until people stop giving him a reason to keep charging more!

  7. William Wells

    It’s really quite simple, Disney will continue dialing back service and eliminating perks until they see a drop in revenue and a drop in vacation booking that isn’t offset by the price increases. Then and ONLY THEN will they adjust customer service and amenities. As for us consumers the only option is don’t go. Letters, complaints, and such don’t work, they only respond to bottom line.

    1. Noel

      This is really funny to me because we had an issue at Disneyland and not only did a cast member help in the park, a chat person responded and I got an email and a phone call from geust relations concerning my issue. They even sent complimentary merch. However, the issue we had was much bigger than a ride shutting down and not being refunded, but still don’t know if I believe it.

  8. jack meoff

    Pitiful article as usual…concluding, after relaying that guests cant reach customer service, that guests should let a cast member know if not satisfied…did she even read her own article. Disney sucks as does this website. Pitiful.

    1. Jack Meiff conscious

      Gee Jack. I think your real name is Karen. You apparently have a personal vendetta against this amazing author and website. Maybe you should go back to your room in the psyche ward.

  9. Karen Jsckson

    Why not stage a public protest in front of Disneyland and WDW . Carry signs displaying the guests’ grievances and tell everyone to boycott Disney. Be sure to get lots of media scrutiny so the public will stop attending. That should get the Board of Directors’ attention. Goodbye Chapek!

  10. Cathrin Brennan

    I would like to thank all the employees who worked Downtown Disney on February 1st , say 11am to 6pm. It was my 70th birthday. My son, daughter-in-law and 1 1/2 years old grandson took me there. Within minutes I was greeted with a “Happy Birthday Button”. So sweet! All day, everyone of the employees wished me “Happy Birthday” it was so,so nice. Sometimes, it’s the little things! Thank you to you all!!

  11. KK

    The answer to this is easy: use a travel agent to make Disney reservations. In fact, use an agency for all your vacations. Let a travel agent deal with Disney agents and long hold times. There’s no extra charge to go through an agency. Disney either pays the agency a commission or they keep it. It’s not something that is charged to you. Airline ticketing fees are standard, but no extra fees for hotels or resorts or Disney packages, etc. Why do it yourself? Use an expert.

    1. Lauren Jen

      Easy way to fix this: don’t go to Disney at all!

  12. PK

    My husband and I used to love Disney. When we moved to Florida we bought annual passes in 2019. The price of everything continue to increase. The food is no longer up to standards. The days of execellent customer service are over. Last time we stayed at a resort the food was gross and cold. Employees did not even care. No greeting when we arrived. TV was not working. Never again. We are done.

    1. Native Floridian

      It is people like you who make florida costs go up. It isn’t just the parks. You take our available housing and price out native Floridians and then complain they don’t service you when they can’t even afford basic living costs. Disney does not pay a living wage and never has. You want better service? Tell Disney to pay the overworked, under staffed employees a living wage. If natives can’t afford to live here, who is going to work at those parks? No one.

  13. Jack Meoff consciousness

    Gee Jack. I think your real name is Karen. You apparently have a personal vendetta against this amazing author and website. Maybe you should go back to your room in the psyche ward.

  14. MARY SMITH

    Wow .. from all the articles I have been reading, Disneyland and Disney World are becoming overpriced trash fires. It breaks my heart because the one memory of going so very long ago was magical but now, it would be a complete and utter waste. I will stick with Six Flags.

  15. Bobby Paycheck

    My Disney Minions, bow down to me. This is your destiny – your final financial destitute destiny. Muaaah ha ha.

  16. Arthur

    I used to love visiting Disney World and have been an AP a number of years but I had a very poor experience with their security making up rules for things that are not violations of their actual written rules as posted on their website. Guest Services only contacted security when I asked for a printed copy of the rule I supposedly violated and the same security manager who made up the rule was the one who responded and made up another rule about not providing written rules. After my visit I contacted guest services by mail with no response, that was over a year ago. I guess the Disney World of my childhood is gone and Disney only cares about how much money they can suck out of you. Oh well, I guess Sea World and Universal get my business now.

  17. Melissa

    Not surprising given how critically understaffed they are. You want to be known for good service, you need to hire enough workers to provide it and pay them enough to want to provide it. If I’m doing the work that should be done by four people, each person I serve is only getting a quarter of the service they should.

    The parks have been understaffed for years, but the current situation is ridiculous.

  18. Kevin

    First thing this supposed guest did wrong was try to respond to the automated message she got back when she entered her complaint. Those email addresses are never monitored and every email you get back from those kind of addresses specifically say that and to not respond to them as you will not get a response. This guest obviously didn’t read the email carefully.

  19. Mrs A Baldock

    I had a major problem while in disney i went to customer services they wanted to deal with it by email but i refused saying i wanted it sorted now by a person. I couldn’t have got more help from the staff they were brilliant they sorted problem immediately and then helped sort out a weeks worth of fast passes and gave us tickets to a night time event i was so pleased with the help and service i got i went to epcot and to english shop and bought a box of chocolates for the 2 staff 10 out of 10 for their help

  20. FireThem

    They’re too busy getting brainwashed and protesting [based on oitright false information] parental rights and politics to do their jobs. I hope Disney fires them all.

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