At Walt Disney World, the expectation is that everything runs like clockwork, creating a magical experience for everyone, from the young to the young at heart. The cast members, who are integral to this experience, are usually seen as the epitome of Disney’s charm and service. However, even in the most perfectly orchestrated environments, things don’t always go as planned.
Recently, an unexpected incident took place at EPCOT that has caused quite a stir among guests and Disney fans alike.
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While Disney parks are typically known for their magical atmosphere, every so often, something occurs that shatters that illusion of perfection. A recent event at EPCOT took an unexpected turn when Disney cast members were involved in a public altercation in front of guests, prompting widespread attention online.
According to a post shared by a guest on Reddit, the conflict occurred between two cast members over a customer service issue. What started as a relatively minor disagreement quickly escalated in front of guests, leaving many to witness the exchange firsthand.
For those expecting an immaculate Disney experience, it was a shocking moment, as one Reddit user detailed:
I’ve been local to Orlando since 2019 and been an AP since. This year I decided I’m going to let my ap lapse when it expires as I just haven’t enjoyed going as I used to. Some Disney’s fault some not (guest behavior for example).
Today I saw a good example of what I assume is management making it hard for cms to deliver any magic. Was at Epcot checking out F&G, was at swirled showcase to get the nitro honey cheesecake. I ordered and was just waiting to get it. Somewhere nearby a kid was just screaming bloody murder. Don’t know if the kid hurt something or what they were upset with. As I was waiting there a cm that was originally at the cash register came over and asked the staff inside if they could just get a tiny cup of ice cream to help the kid out. The cm inside got into argument with the cm asking saying no we don’t do that and they don’t give out samples. The cm asking was kind of dumbstruck. They kept arguing back and forth and the cm inside finally gave a small amount and basically tossed the cup at the other cm and gave a whole lot of attitude.
Was just shocked all that was happening right in the middle of the line and guests everywhere. I’m guessing mgmt told them they can’t give out free stuff, but that type of stuff is what always made Disney so great. I almost offered to just buy the damn thing because I felt it was so ridiculous there was an argument over giving away basically two bites of ice cream. Just felt like an example of management wanting to penny pinch and hamstringing the CMs.
First experience with the "magic" being gone.
byu/osufeth24 inWaltDisneyWorld
The debate around Disney’s ability to maintain that “magical” atmosphere has been growing in recent years, as fans have increasingly noticed both positive and negative shifts in the overall park experience. The introduction of new policies, price hikes, and changes in how Disney operates have all been subjects of discussion, with some questioning if the magic is fading from the Disney experience.
However, one commenter did note that during EPCOT festivals, third-party vendors are typically brought in to work the booths, so the fighting employees were probably not Disney cast members.
Italy and Mexico food staff are outsourced and the companies running the food(booths and restaurants) are not Disney CMs.
In response to the situation, some fans are speculating that this is a one-off incident, something that can be attributed to stress or a misunderstanding. Others, however, believe it’s indicative of larger internal issues that Disney might need to address.
It’s important to remember that Disney cast members are human, and like anyone else, they are not immune to having disagreements or stressful moments. However, part of the magic of Disney has always been the ability of its employees to maintain a level of professionalism, even in difficult situations.
One may delegate authority not responsibility. Regardless if staffed by CM or 3rd party employees Disney is still responsible for the customer experience. I suspect if enough complaints arrive about a particular vendor their contract renewal may be in jeopardy.
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While this incident is certainly notable, it’s worth considering whether it’s an isolated event or part of a larger trend. Disney has prided itself on offering unparalleled service, and the company’s image has long been tied to its ability to create flawless experiences for its guests. That said, when things go wrong, it’s how the company responds that will determine how it’s viewed in the eyes of its visitors.
As for the guests who witnessed the incident, their thoughts on Disney’s handling of the situation may be as mixed as the responses online. Some may choose to focus on the extraordinary service they’ve come to expect from Disney, while others may be left questioning the company’s ability to maintain its magical image in light of this public altercation.
What do you think about the altercation at EPCOT? Have you ever witnessed a similar incident during your visit to a Disney park? Share your thoughts and experiences in the comments below!
No one seems to address the issue, the screaming kid and its parents. The parents should have controlled their screaming kid. Has nothing to do with cm trying to help. Falls totally on the parents, shame on them for letting the kid continue screaming.
Glad your such in control, maybe behind a parent coach. You have no idea what was going on, nor do I. Injury, tired or just put off control. Stay with the fact, Disney’s magic has been fading for a decade.
Do you ever second guess yourself? Did you for once even thought that child may have autism or something worse? Where you even there to witness anything? Things in life happen beyond our control.