Not too long ago, Disney’s customer service was considered the best of the best. It was just a given! The sky is blue, the Earth is round, and Disney’s customer service is the best around.
But nowadays, perceptions of Disney World’s customer service have shifted, and stories like this certainly don’t help the Walt Disney Company’s case…
Things Recently Went Wrong at Disney’s Animal Kingdom Theme Park…
An anonymous guest recently shared their harrowing experience on social media, telling of how Animal Kingdom’s Guest Services team recently accused them of lying and attempting to cheat the system.
The anonymous guest begins by stating that they “wanted to share a really weird experience” they’d had.
The guest claims they had booked an Individual Lightning Lane for Avatar Flight of Passage for 11 a.m. But before they got in line for the famous Animal Kingdom attraction, they were able to experience Kilimanjaro Safaris and the Na’vi River Journey, despite some “weirdness,” as the electronic kiosks required the party to sign in twice before accepting their Lightning Lanes.
However, they note that around 10 a.m., the Individual Lightning Lane booked for Flight of Passage had simply disappeared. Not wanting to have to repurchase their Lightning Lanes, they went to the Disney Park’s Guest Services.
Things Go From Bad to Worse…
After explaining the situation to the cast member, the Disney employee suggested that the guest’s transaction didn’t go through despite the guest’s confirmation email. Stumped, the cast member steps away to call support. When they returned, the guest noted they had “a noticeably different demeanor.”
The cast member proceeded to explain that from Walt Disney World’s end of things, it looked like someone had already scanned into Avatar Flight of Passage around 9:30, the same time the guest experienced Kilimanjaro Safaris.
The cast member then accused the guest of lying, saying, “I’m going to be honest with you, I’m doing this as a one-time courtesy but I spoke to IT and what you’re saying isn’t possible.”
Disney Cast Member Flat-Out Accused the Guests of Lying and Cheating!
The guest, who described feeling “taken aback” by this, tried to explain their side of the story and that they had even heard other cast members say that the Lightning Lane kiosks had been “acting glitchy” that day.
The guest also showed their cards and MagicBands to prove that they hadn’t been stolen and nobody could have used the Lighting Lanes.
However, the Guest Services employee “just kept interrupting [the guest] to repeat what he had said [earlier] again and again”.
The anonymous guest noted, “It feels really awful to be accused of lying or stealing when you didn’t do anything wrong,” saying that the experience “really messed up” their morning.
And we can totally see why! Disney’s Guest Services department is meant to advocate for guests when things go wrong. The department is supposed to solve problems. However, this cast member merely alienated the guests and accused them of lying, cheating, and trying to get away with it all.
Do you think Disney’s customer service is declining in quality? Let Disney Dining know in the comments!