What would you have done? (I was walked out of Disneyland Paris) very long!

[stmartinfan]

I would include Disney corporate offices in the US as a cc on your letter. Yes, this occurred in France, but the French park is part of the overall Disney corporation which is headquartered in the US. And your experience there had a detrimental affect on your interest in visiting US parks. So you shouldn't address your concerns only to French management.

 

[Clemson Fan]

Another reason I think it's important to ask OUTRIGHT for financial reimbursement is --- your actions are setting an example for your children. It teaches them that when you are treated badly, a letter should be written to the higher ups, and you should be refunded or compensation. I think it is a valuable life lesson.

My daughter and I purchased advance tickets to one of the Very Merry Christmas Party nights, and it poured rain for 4 straight hours that night. There was no parade, no Santa, no hot cocoa -- it was really depressing. After I got home, I wrote a letter, and they were kind enough to send me two 1-day park passes for our next visit. My daughter was so happy that Disney had done their best to make it right. But now that she is 19, I see that the most important life lesson is that now she stands up for herself, too.

While I agree with the sentiment of most everybody on this thread regarding the OP's incident, I strongly disagree with your example. Why should Disney be responsible for a "act of God" like the weather? Disney was nice enough to respond to your letter, but I think it's a poor reason to even write a letter to them. If I go to a football game and my team gets killed and it rains and is depressing, should I write a letter demanding a refund?

A few years ago I was at Epcot with my family and my sister had a firework particle blow in her eye at the finale of the show. Disney medical didn't have the ability to get it out and they recommended this nearby acute care clinic. We bought her there and I spoke to the doc there and told him I was an eye doctor and I went ahead and got it out myself after they supplied me with what I needed. It wasn't a serious injury and besides the late night hassle it wasn't a big deal. The acute care clinic still charged my sisters insurance and she paid them her co-pay. Should she or I have written Disney demanding some compensation? I say absolutely not and I think if I did it would've been a really bad example to set for my kids.

I think our culture has gotten way to much into shifting blame or always trying to place blame on someone or something else. Sometimes in life stuff just happens and it's really nobody's fault.

That being said, I do think Disney acted innapropriately with the OP and she should write them a letter.

 

[MichaelColey]

FWIW, we had some poor experiences with Disneyland Paris on our most recent trip. I tracked down the executive in charge of DLP (Claire Bilby - her email is her first name, dot, her last name, at, disney, dot, com) and wrote a detailed letter to her. I got a response back about a week late from "Guest Communications", but it was a very vague, unhelpful response.

I would definitely write to her / DLP, but I wouldn't expect it to actually change anything. It might make you feel a little better to get it off your chest, though.

Whenever we go to ANY Disney park, ALL of our tickets go immediately into my pocket. I'm always the "FastPass Runner". Nobody else in our party ever has their tickets with them, unless they're leaving. And that's very common with others at Disney, too. I've NEVER heard of anyone being asked for tickets inside the park, except for separately ticketed events (like Mickey's Very Magic Christmas Party).

I certainly wouldn't have left. I would have insisted that they call someone else in my party, or talked to a manager. When you're without a communication device, it's very important that everyone be where they are supposed to be, when they're supposed to be there.

One thing that doesn't sound right is the Moteurs, Action details. It's in the other park, so it would have taken them probably 15 minutes to walk over there. You typically go at least 15 minutes before the show starts. The show is about 45 minutes. Exiting takes a while. Then walking back to the other park and meeting you at the castle. I would have expected more like an hour and a half, not 15 minutes.

 

[pgnewarkboy]

you were put in danger

Disney, without a plausible explanation, put you in danger by separating you from your family without a phone or money. If they thought you were dangerous the solution was to investigate-not kick you out of the park by a bus stop.

The employee's actions are indefensible. You should write a letter to Disney, the French government, and your own government. In my view a crime may have been committed by the Disney employee. You were a paying customer kicked out the park for no reason except that your ticket was not in your possession which is a common occurrence at theme parks. I don't see how they had the right to do that.

 

[jc92869]

good point

What a frightening experience.


France doesn't have the same business practices, customer service and customer rights as the US and I can't see what the Disney US office has to do with Disneyland France. I doubt they would have any influence on each other but the US office may be sympathetic (and give you something free ). Sending them a copy of your letters wouldn't hurt I guess.

I think that this a good point. But I think that the op is right in not asking for compensation. a simple apology might do the trick.

 

[Bill4728]

Sorry, IMO Disney was completely in the wrong. They created the conflict by asking you for a ticket when you were sitting quietly on a bench, then they did not help you solve it by letting you make a call. There have been many times when we are traveling in a group of 4-5 people and one of us gathers all the admission tickets up to go get fast passes. So I know for a fact that people in our party have been without admission media for brief periods of time while in the park. ABSOLUTELY if this happened to me, I'd be livid.

It also should not be a requirement that one must carry a cell phone on them in order to be able to save oneself from Disney security.

I'd write to Disney & inform them of this insane treatment that you received. I'd in no way apologize for having become temporarily separated from your ticket/phone. If the annual passes will go unused, I'd ask for a refund of the difference between a single days admission and the AP price. I'd probably also ask for a pro-rated refund of 3hrs worth of wasted time while all this was sorted out, but heck that's me.

I'm pretty shocked by the TUGgers here telling you it's your fault, you got separated from your ticket for a few minutes. Sheesh, these things happen all the time. No WAY would I let Disney off the hook for this one.

H

I agree with this. We often give all our tix to one person to go get fast passes and would never imagine that I might be ask to leave the park because for a short time I didn't have my tix on my person.

Again, Contact Disney and demand an explanation of why you were treated the way you were.

 

[Rene McDaniel]

While I agree with the sentiment of most everybody on this thread regarding the OP's incident, I strongly disagree with your example. Why should Disney be responsible for a "act of God" like the weather? Disney was nice enough to respond to your letter, but I think it's a poor reason to even write a letter to them. If I go to a football game and my team gets killed and it rains and is depressing, should I write a letter demanding a refund?

I think our culture has gotten way to much into shifting blame or always trying to place blame on someone or something else. Sometimes in life stuff just happens and it's really nobody's fault.

That being said, I do think Disney acted innapropriately with the OP and she should write them a letter.

First, I do want to clarify that on my "weather" issue, I did not write Disney asking for a refund, free tickets or anything. I simply wrote to complain. Not about the weather, because I'm sure rain at Orlando is not just common, but expected. Heck, almost every time we have gone to Orlando there has been pouring rain at some time or another. But this Mickey's Very Merry Christmas Party is a special ticketed event, and we had to buy tickets for one specific night. This was in addition to already having purchased 5-day park hoppers. We had already been in the park for a very rainy day, and our tickets were for that specific night, and we were not allowed to use them on any other night. So, we stayed & re-entered the park and within an hour(?) the rain was so bad, they gave up and said there would be no parade, no fireworks, the rides weren't operating, . etc. and just sort of ushered everyone out of the park. When I asked at the exit gate about a refund, since it was supposed to be a 4 hour event, not a 1 hour. They said there was nothing they could do for us, but we could write a letter. So, I did. I made a copy of our tickets, and our 5-day hopper passes, and said we really felt cheated because they should have let us go to the one the next night, or the night after.

We received back a letter of apology, and 1 adult & 1 child 1-day/1-park ticket, which I felt was very nice. I don't think they did it because we complained about the weather -- but because they chose to close the park early.

Everyone is different and has their own way of handling these types of situations. But when I have paid a fairly high price for something, and the event is cancelled, I have no problem with writing a letter of complaint. But if the shoe is on the other foot, and I have caused a problem in someone's vacation (we have a beach vacation rental), I will go out of my way to make amends. I will always write a letter of apology, whether it was a cleaning issue, front desk issue, maintenance issue. I have refunded money when people were unhappy, and sent flowers & fruit baskets for check-in hiccups. We have been doing this for over 15 years and things happen. I would much rather people contact me directly to complain about an issue so I can make it right, rather than trashing us on the internet.

 

[CarolF]

What a frightening experience.

I think a letter to Disneyland Paris is appropriate and a letter to Direction Départementale de la Concurrence, de la Consommation et de la Répression des Fraudes (department of consumer rights organization) also.

France doesn't have the same business practices, customer service and customer rights as the US and I can't see what the Disney US office has to do with Disneyland France. I doubt they would have any influence on each other but the US office may be sympathetic (and give you something free ). Sending them a copy of your letters wouldn't hurt I guess.

In France, the Price and Trade Practices section of the Directorate General for Competition, Consumption and Fraud (DGCCRF) checks fair trade practices by traders against consumers. There are numerous leaflets and factsheets available from the website in both French and English. Disneyland Paris may possibly have contravened French Trade Practice law.

 

[Guitarmom]

As a courtesy to future guests, PLEASE write a letter to Disney. You're not seeking compensation (though I would not mention that one way or the other). My hubby used to work for Disney, and they truly care about their guests' happiness and The Disney Experience. They will feel strongly about making things right with you and your family.

I stress again that if you write a letter, you will prevent this from happenning to some future guest. At a minimum, on future high security days -- which is what this sounds like -- they will post signs advising all guests that their tickets must be in their posession at all times.

I'm so sorry this happened to you.

 

[Nancy]

Please, don't forget to come back and post how this turns out.

Nancy

 

[sfwilshire]

To me, it sounds as if they were in a high security alert situation. I would cut them some slack.

Could you imagine if there had been the warning of a potential threat, there had been an incident, and they had not taken extra precautions? That would have been a true scandal.

It is a bit hard to imagine how a woman with nothing other than a coffee cup in her possession could be very threatening. No bags to carry weapons or bombs. Did she look like she had dynamite tied to her body? Was she shouting or mumbling like a crazy person?

Since I don't go on most rides, I often sit quietly with a soda in the Orlando park and watch the crowds go by. Typically I'm holding all of the bags for the group, but there are times when I have nothing with me. I never suspected that would be a problem.

Sheila

 

[sfwilshire]

First, I do want to clarify that on my "weather" issue, I did not write Disney asking for a refund, free tickets or anything. I simply wrote to complain. Not about the weather, because I'm sure rain at Orlando is not just common, but expected. Heck, almost every time we have gone to Orlando there has been pouring rain at some time or another. But this Mickey's Very Merry Christmas Party is a special ticketed event, and we had to buy tickets for one specific night. This was in addition to already having purchased 5-day park hoppers. We had already been in the park for a very rainy day, and our tickets were for that specific night, and we were not allowed to use them on any other night. So, we stayed & re-entered the park and within an hour(?) the rain was so bad, they gave up and said there would be no parade, no fireworks, the rides weren't operating, . etc. and just sort of ushered everyone out of the park. When I asked at the exit gate about a refund, since it was supposed to be a 4 hour event, not a 1 hour. They said there was nothing they could do for us, but we could write a letter. So, I did. I made a copy of our tickets, and our 5-day hopper passes, and said we really felt cheated because they should have let us go to the one the next night, or the night after.

We received back a letter of apology, and 1 adult & 1 child 1-day/1-park ticket, which I felt was very nice. I don't think they did it because we complained about the weather -- but because they chose to close the park early.

Everyone is different and has their own way of handling these types of situations. But when I have paid a fairly high price for something, and the event is cancelled, I have no problem with writing a letter of complaint. But if the shoe is on the other foot, and I have caused a problem in someone's vacation (we have a beach vacation rental), I will go out of my way to make amends. I will always write a letter of apology, whether it was a cleaning issue, front desk issue, maintenance issue. I have refunded money when people were unhappy, and sent flowers & fruit baskets for check-in hiccups. We have been doing this for over 15 years and things happen. I would much rather people contact me directly to complain about an issue so I can make it right, rather than trashing us on the internet.

Weather issues are one reason we have bought few tickets for these special events. They really SHOULD have a rain check policy when the weather is so bad the events can't continue.

Sheila

 

[Rene McDaniel]

Weather issues are one reason we have bought few tickets for these special events. They really SHOULD have a rain check policy when the weather is so bad the events can't continue.
Sheila

Yes. I agree. I've never bought another special ticket like that again either. Nor have I ever returned to Disney in December (we had 5 days of almost nonstop rain). I spent 10 years working in Tampa/Orlando, I don't remember ever having as much rain as we had that week.

I mention my experience with Disney to the original poster only to point out that her incident was 100 times worse than mine, and I felt they handled my issue very graciously. I think if she wrote Disney management and made them aware of what happened, and how traumatized and distraught her children and family were, they would definitely apologize and offer to make amends.

In my situation, I probably would not have come back to Disney World so quickly. But by having received "free" 1-day DisneyWorld tickets in the mail, my daughter was anxious to return & use them. So, within the year, we traveled 3,000 miles back to DisneyWorld when we have Disneyland less than 2 hours away from our house. And of course, no one goes that far for only 1 day, so I bought multiple-day park hoppers all over again. In the end, Disney's good will gesture made them PLENTY of money in the long run.

I also have really great memories from that 2nd trip. Several months ahead we set the alarm clock for 4:00am (on a school day) hitting redial over and over until we got tickets for the Cinderella Breakfast. What great memories from that trip! My daughter is away in college now, and I so cherish those long ago memories of her with her little autograph book, eyes beaming wide as saucers, posing for pictures with every much-beloved Disney princess, no matter how long the line or the wait. What a great trip that next one was! Thank you Disney.

 

[MichaelColey]

I mention my experience with Disney to the original poster only to point out that her incident was 100 times worse than mine, and I felt they handled my issue very graciously. I think if she wrote Disney management and made them aware of what happened, and how traumatized and distraught her children and family were, they would definitely apologize and offer to make amends.

You're assuming that Disneyland Paris and Walt Disney World have the same quality of customer service, which (sadly) from my experience is not even close to being the case.

 

[timeos2]

You're assuming that Disneyland Paris and Walt Disney World have the same quality of customer service, which (sadly) from my experience is not even close to being the case.

Heck, Disney World USA doesn't have the same quality of service they had a decade ago and that was miles from what they had a decade prior to that! It isn't getting better and likely never will again. Better enjoy what you get today for tomorrow it will be far more costly and far less customer oriented.

 

[chriskre]

Heck, Disney World USA doesn't have the same quality of service they had a decade ago and that was miles from what they had a decade prior to that! It isn't getting better and likely never will again. Better enjoy what you get today for tomorrow it will be far more costly and far less customer oriented.

That may be true about the parks but I don't agree with you about the USA resorts. I own DVC and any time I've had a problem which unfortunately has been twice, Disney management has made it right. Of course if you don't speak up then you get nothing. :ignore:

I think they do go out of their way to make sure that "owners" are more satisfied than possibly guests, which may be a shift in their attitude or focus, but I can say from personal experience that Disney does and will make up for any snafu if they are at fault and quite generously if one negotiates with them. I paid alot direct for my DVC ownership and do expect them to make my visits magical just like they promised, and they do for the most part.

This is why I encourage people to speak up if something is obviously wrong as in the OP's case. If they know about it, they will make it right. I am almost positive about that. The thing is getting to the right department with the power to make things right. I always deal directly with the resort managers but not sure how to deal with Paris.

Even as an owner exchanging in I do see Disney go above and beyond as an "owner" exchanger, getting discounts extended or free perks extended and room view upgrades. Disney is still trying for it's "owners". And I still love it when they say "Welcome Home". For me it is truly my second home.

 

[pgnewarkboy]

If I was kicked out of an amusement park, separated from my family, left alone with no phone, no money, all without justification I would go to the police. Disney schmizney, they make dreams come true, and the rest of that bull would mean nothing to me. It is sad what people will put up with.

 

[ScoopKona]

You should write a letter to Disney, the French government, and your own government.

And make sure you carbon copy it to Chuck Norris, Buzz Aldrin, and the A-Team.


Disney was ham-handed in their approach. Nothing more. Imagine if I posted a horrible travel experience that started with, "I forgot to bring my passport and somehow managed to get on the airplane. Oh, and I forgot my wallet so I didn't have any money or credit cards. Furthermore, I left my phone in my other jacket."

People would be all over me calling me a nitwit. People go on vacation and lose all sense of responsibility. I wouldn't go to the grocery store without ID and a phone, let alone France. When my wife and I attend concerts, we each have our ticket. Why? What if we get separated? At least that way we can meet up at our seats.

When we go to big crowded events, the FIRST thing we do is agree on a meeting spot in case we get separated. Common sense.

 

[sml2181]

Just a quick update to let you know that I sent the letter a few days ago.

Just to inform them and ask about policies. Nothing more nothing less.

 

[ricoba]

Just a quick update to let you know that I sent the letter a few days ago.

Just to inform them and ask about policies. Nothing more nothing less.

I think you have handled this situation remarkably well. Let us know about Disney's response.

 

[sml2181]

And make sure you carbon copy it to Chuck Norris, Buzz Aldrin, and the A-Team.


Disney was ham-handed in their approach. Nothing more. Imagine if I posted a horrible travel experience that started with, "I forgot to bring my passport and somehow managed to get on the airplane. Oh, and I forgot my wallet so I didn't have any money or credit cards. Furthermore, I left my phone in my other jacket."

People would be all over me calling me a nitwit. People go on vacation and lose all sense of responsibility. I wouldn't go to the grocery store without ID and a phone, let alone France. When my wife and I attend concerts, we each have our ticket. Why? What if we get separated? At least that way we can meet up at our seats.

When we go to big crowded events, the FIRST thing we do is agree on a meeting spot in case we get separated. Common sense.

I can see all your points.

I already mentioned earlier that I should have done things differently. Still, not allowing a phone call still seems a bit bizarre.

I did take all the items you mentioned to France. I did take them to the parks. I just didn't have them with me when I needed them.

The first thing we do is pointing out a meeting spot as well. In this case, it was that bench which I was asked to leave.

 

[sml2181]

I think you have handled this situation remarkably well. Let us know about Disney's response.

Thank you. And I will keep you updated.

 

[ScoopKona]

I did take all the items you mentioned to France. I did take them to the parks. I just didn't have them with me when I needed them.

That's the same as not having them.

When traveling abroad, my wife and I are fans of the neck pouch for our important documents, emergency cash, and similar. We never break out the pouches in public if at all possible.

If we were at the park, each pass would be worn in a pouch. We do the exact same thing with boarding passes, train tickets -- anything that is a royal pain to replace if lost. These items are certainly not going anywhere in such a pouch.

 

[sml2181]

That's the same as not having them.

When traveling abroad, my wife and I are fans of the neck pouch for our important documents, emergency cash, and similar. We never break out the pouches in public if at all possible.

If we were at the park, each pass would be worn in a pouch. We do the exact same thing with boarding passes, train tickets -- anything that is a royal pain to replace if lost. These items are certainly not going anywhere in such a pouch.

Point taken. I think I already mentioned before that I should have done things differently.

 

[x3 skier]

Just a quick update to let you know that I sent the letter a few days ago.

Just to inform them and ask about policies. Nothing more nothing less.

Good approach. That's exactly what I would have done.

Cheers