Comments for Cast Member Talks Guest Courtesy Policy – Inside the Magic

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This is what happens when you serve alcohol in the parks and you charge inflated prices for things that were previously free. Paying high prices people are standing in over 2 hour lines to ride a single attraction. Disney needs to care more about the overall deterioration of the guest experience and do something significant to change it. It’s not fair to the cast members that they take the brunt of it all when the executives are to blame.
No, this is self entitled adults thinking since they paid for a ticket then they can do whatever they want and abuse whoever they want. It’s a theme park so of course it’s going to be expensive and have long lines. Can’t afford it? Then don’t go. Easy peasy. Blaming alcohol and pricing as a reason to be abusive is a cop out. These are grown adults who should know better. I don’t mind the prices and I go to Disney for the experience and the food. I don’t feel like I’m owed anything and I’m always prepared for the long lines.
The problem is two fold.
Yes its unfortunate there has been upticks of guests at DLR WDWR exhibiting unruly behaviour.
Guests should show more appreciation with the Cast members, after cast members are there to help the guests, to tale care of the guests, and ensure a magic experience.
However, in the recent tik tok video there are two fold problems which are apparent.
Of course the AP Magic Key guests are upset that the quantity of reusable bags ran out. Its a normal reaction.
The cast members interacting with them did an ok job, not stellar, which is what cast members of the old school always provided is stellar guest service.
Upon viewing the video a few times it is clear that the cast members (at least one of them) should have escorted the guests (walk with them) to guest relations. But it did not have to go that extreme. At the location the cast members could have “comped” the guests with attraction passes, a different reusable bag, a mickey mouse ice cream bar, (of course only when authorized). A quick diffuse of the situation did not occur. One of the cast members did appear to be show a kinda defensive posutre as the guests were conveying how upset they were. What was done right is for the supervisor to come to the location.
If the guests were “comped” more likey the would calm down a bit, and be more likely to cool off. A small compensation is nothing (in profit loss) compared to making the guests day/happy which in turn the guest will spend more time in the parks/be likely to come back to the parks, spend more dollars on food/merch. It is a business too.
Its complicated because when a situation occurs, such as this, emotions are high, and you do what you think is best at the spur of the moment if your the cast member handling the situation.
Remember cast members, and other employees of different theme parks, entertainment venues, get treated poorly at times by guests. Its just a thing of nature, no matter how disrepectful they are. Its the entertainment service industry.
A quick reminder of Disney Traditions terminology. Anyone who visits DLR WDWR is a guest, not a customer. A cast member is a cast member not employee. I dont know if this terminology was changed under Iger or Chapek as to the training in Traditions. Old terms school guest, cast member, onstage, backstage, roles, etc…
But if you comp everyone who complains and give them something, it’s going to become just like the dress code issue. If I complain, I’ll get free stuff. So I’ll just keep finding things to complain about.
Giant pile of nope. These are adults who should know better. If the pull this Karen bs they should be kicked out not sucked up to. You purchase an item or a service not another person’s self respect. Act right or get out. The end.
Both Roy and Royce are right. The downgrading of guest experience, and the lack of options to defuse situations are to blame. Those are not cast members or guests fault. I just read the article on the stripping of themeing in hotels–which is affecting all hotels in both US parks–can also be responsible. Also affecting restaurants and general decor. Going to Disneyland was always about stepping into another world–a happier, magical world. Now it’s like going to a cheap theme park and staying in a Motel 6. So that communicates subconsciously that this place is not special anymore, and I don’t have to behave as if it is. Truly a shame that this once great experience has come to this. I hope it can still be saved.
I know of no one who really likes this mid- century modern cheap approach. If the people don’t like it–don’t do it.
So I didn’t read the article but I did just take my family to Disneyland and California Disney. I went 6 years ago and the experience was much different from last time.
My recent trip was overcrowded, during the week, I can’t imagine the weekend crowd. My 6 year old can’t just walk beside me without being run into and knocked over. I had to have him walk behind me while I hold his hand in order to keep him safe.
I took my kids to goofy’s kitchen so that they can see character before we go to the park and there was only Mini, Pluto and Dale besides Goofy. We had to request for Dale to come over to our table at the end of our time there because my boys don’t want to hang out with Mini the whole time. We had eaten at the same restaurant 6 years ago and it was very different. There was at least half a dozen characters and they rotated through the dinning areas. If i had know it was going to be like this, we would’ve eaten somewhere else. The food there is alright but not worth the price. I was paying for the character experience for my kids and it just wasn’t there.
The lines in the parks to see the characters are ridiculous. You wait patiently to have character leave just as you get to the front of the line. Then have to start all over again when they show back up and hope to actually get to them only to be let down again and again.
45% of the rides we were on would breakdown multiple times while we were in line and on the ride.
The genie is a scam.
Disneyland has an old sewage problem which makes the Park smell like sewage. With the amount of money Disney makes, they can afford to fix the sewage and work out those constant breakdowns.
They need to allow less people in the park. Reservations only to control the number of people in the park.
25% of the staff is friendly and helpful and I am so very grateful to them and shame on the rest of them. A Big shout out to Michael at the California Disney art class 12/2/22 around 1pm. He is amazing and deserves a raise. The 2 clowns that came after Michael went to break, stood there complaining about their job and hours. And also to Joseph and the crew that ran the trolley in Cali Dis 12/2/22 at the very end of the night, they are amazing too! Thank you to the people that work hard to try and make the parks still magical even though greed has obviously taken over at the top of this company.
The people at the very top are destroying what Disney is supposed to be and shame on them. I won’t be spending anymore money there or supporting this company in any way shape or form.
I’m not saying it’s ok to be rude and disrespectful to others, I’m saying that more and more ugly is going to be seen at these parks if they continue to run things this way. A perfect example of what’s wrong with this world, greed. Smh.

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