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Old 06-14-2014, 01:24 PM   #1
Lsdolphin
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CMs unable to provide physical assistance to disabled

My nephew who is ASD, BiPolar, visual impairment, and 6'3" tall fell this afternoon getting of Doom Buggy in Haunted Mansion luckily for me a very kind gentleman immediately came to help me assist him to get back up off of floor. The CMs did stop the ride but did not provide me any assistance in helping him to stand up. I was a little surprised that they did not even check to see if we were ok. By the time we arrived back at the WL my nephew was in significant pain. I called front desk and was told to report incident to manager who did offer medical assistance and informed. Me that CMs are not allowed tp provide physical assistance on or off of rides.
I called our regular pharmacy at home for advice as I am concerned about his pain and possible inflammation and the compatibility of over counter meds with his large number prescription meds. I was advised to give him Tylenol and ice packs on back to relieve pain n possible swelling.

I am posting so that others realize that CMs are limited in the assistance they can provide to persons w/disabilities. Do not take for granted they will help with any lifting or guiding in or out of rides. Also ride such as Haunted. Mansion and Space Ship Earth who used to slow down moving walkways no longer do so. Nor do they allow you to access alternate entrances unless you are in a wheelchair.

We are here at the WL until Tuesday when we move to. Port Orleans Fremch Quarter for 2 nites before going home. Hopefully no further mishaps!
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Old 06-14-2014, 02:37 PM   #2
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A few years back, I took my elderly mother and aunt to Epcot. My mom was in a wheel chair but could walk a very short distance. We were admitted by a side entrance to SpaceShip Earth. The CM inquired as to my mother's ability to walk. She told us to be careful but we had to help mom into the moving cars for the ride. The CM mentioned she could not assist in loading. I understand their concerns and all members of a party should be able to get on and off rides, if necessary, with family assistance.
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Old 06-14-2014, 02:39 PM   #3
LilyWDW
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CMs are never supposed to help a person transfer or provide physical assistance. At least, as long as I have been on these boards that has been the rule. It is up to the individual and the group they are traveling with.

This is due to a few reasons:
1) Protects them from lawsuits that could happen if the CM does something incorrectly that causes additional injury
2) Protects the CM from injury
3) Protects the guest from injury

I do not believe it is realistic for anyone to expect an employee of a company to assist in these matters since they are not trained to do so.
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Old 06-14-2014, 04:20 PM   #4
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Quote:
Originally Posted by LilyWDW View Post
2) Protects the CM from injury
I think that this is the main concern. As it should be.

Guests should also be aware that if a ride needs to be evacuated, and they can't exit the vehicle under their own power, the CMs will call the fire department to evacuate them, and it will probably take longer than it takes for the other guests to get off the ride.
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Old 06-16-2014, 10:04 PM   #5
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I realize the CM can't touch a guest, but failing to ask if you're OK after falling was a serious screwup on their part. And they absolutely should still be slowing the walkways down for those who need it.
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Old 06-17-2014, 02:06 AM   #6
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Quote:
Originally Posted by ttintagel View Post
I realize the CM can't touch a guest, but failing to ask if you're OK after falling was a serious screwup on their part. And they absolutely should still be slowing the walkways down for those who need it.

1) We are told explicitly NOT to address or question condition(s).
2) By doing so, we might inadvertently say things like
. . . "I'm sorry."
. . . "Oops, what happened?"
. . . "Are you OK?"
3) These can be an implied statement of guilt in a court of law!
. . . can be interpreted as WDW made an error
. . . can be interpreted as the CM was at fault
. . . can be interpreted as we are trying to lessen the pain or injury

4) As for slowing walkways,
. . . sometimes, they can do it without mechanical problems
. . . sometimes, the rides are old enough that the chain-drive won't allow it *
. . . sometime,s it is a simply a matter of too many crowds and not slowing progress

* Starting and stopping mechanisms with chain drives or chain connections
of ride vehicles can cause the chains to stretch. In such condition, the drive
can fail or cause other symptoms/problems.
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Old 06-17-2014, 12:13 PM   #7
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Quote:
Originally Posted by TheRustyScupper View Post
1) We are told explicitly NOT to address or question condition(s).
2) By doing so, we might inadvertently say things like
. . . "I'm sorry."
. . . "Oops, what happened?"
. . . "Are you OK?"
3) These can be an implied statement of guilt in a court of law!
. . . can be interpreted as WDW made an error
. . . can be interpreted as the CM was at fault
. . . can be interpreted as we are trying to lessen the pain or injury

4) As for slowing walkways,
. . . sometimes, they can do it without mechanical problems
. . . sometimes, the rides are old enough that the chain-drive won't allow it *
. . . sometime,s it is a simply a matter of too many crowds and not slowing progress

* Starting and stopping mechanisms with chain drives or chain connections
of ride vehicles can cause the chains to stretch. In such condition, the drive
can fail or cause other symptoms/problems.
Poppycock, sprinkled with a few grains of truth to make it sound plausible. I’ve worked with the public, and especially with large numbers of visitors with children, over the years. I’ve been trained by employers, outside consultants, and government agencies.

Asking if someone is OK is the absolute first step in determining what action to take or not take, and you can get your butt sued for negligence if you DON’T do it – depraved indifference if the injury is bad enough and the plaintiff’s lawyer good enough. Heck, asking if you're choking is even on the choking poster that's required to be displayed in restaurants. If you don’t feel comfortable doing it, you get your supervisor over there ASA-flipping-P and make sure THEY do it. You ask if they’re OK, you ask if they need anything (short of you touching them), you ask if they need you to call anybody (including EMT’s, who are trained, licensed, and have the proper insurance).

There are only two attractions at WDW where the moving walkway can’t be slowed: Peter Pan’s Flight and the TTC Peoplemover. I have been hearing occasional reports of random individual CM’s saying they “can’t” slow the other walkways because of crowds, but I’ve also heard CM’s tell whoppers like “We’re not allowed to use the exit elevator for Pirates of the Caribbean, even for people on crutches,” or “There is no alternate entrance to The Seas with Nemo and Friends/The Haunted Mansion/The Great Movie Ride,” so I’ll start believing that’s an actual resort-wide policy when I see it in print. Sure, it may be a bit inconvenient at times to slow it down, but that's not the guest's problem.

My policy is that if they don't make the ride safe for me to get off, I don't get off. It's not my intention to take a ride away from the next person who's waiting, but I have the same right to a safe egress as the next person.

* I don’t mean they just said I couldn’t use it, I mean they insisted, over and over, that the other entrance didn’t even exist, that I was either making it up or imagining it.

Last edited by ttintagel; 06-17-2014 at 12:20 PM.
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Old 06-18-2014, 04:01 PM   #8
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Quote:
Originally Posted by TheRustyScupper View Post
1) We are told explicitly NOT to address or question condition(s).
2) By doing so, we might inadvertently say things like
. . . "I'm sorry."
. . . "Oops, what happened?"
. . . "Are you OK?"
3) These can be an implied statement of guilt in a court of law!
. . . can be interpreted as WDW made an error
. . . can be interpreted as the CM was at fault
. . . can be interpreted as we are trying to lessen the pain or injury

4) As for slowing walkways,
. . . sometimes, they can do it without mechanical problems
. . . sometimes, the rides are old enough that the chain-drive won't allow it *
. . . sometime,s it is a simply a matter of too many crowds and not slowing progress

* Starting and stopping mechanisms with chain drives or chain connections
of ride vehicles can cause the chains to stretch. In such condition, the drive
can fail or cause other symptoms/problems.
Your answers to 4 are completely out of whack. When we went with my father in '07, who had mobility problems (and when my parents went again in 09 and 11), the only rides they couldn't get on where the People Mover and Peter Pan because they were not able to stop AT ALL (and were marked on the maps).

Every other ride in MK and Epcot with a moving platform stopped, including the Haunted Mansion and Spaceship Earth. We went in the alternate entrance, told the CMs what he needed, and then waited. They then stopped the ride when it was convenient. That's when you would hear the spiel, "Our happy haunts are causing mischief, please remain in your seats." And they're marked on the maps. Otherwise why are they marked?

If the track is "too old" and is being "stretched" by being stopped, then they're using the wrong material, and lord help the lawsuits for it'll stretch worse in motion than being stopped- think about the belts in your car or on a bike.

If it's "too crowded" then they're not providing proper access to their guests who need to be accommodated.

As to customer service, I've been trained both ways; however, I've ALWAYS been trained to contact the person higher for injuries and document the incident- and that's where the CMs failed in this case. They should have contacted the supervisor on duty to handle things, or whomever is in charge of the area to handle the incident.
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Old 06-17-2014, 04:18 PM   #9
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When my daughter was injured last year because someone stepped on her in that healthy bodies game at Epcot, the CM called for someone to bring a wheelchair and for someone to clean up all the blood and gave us directions to first aid. Asking if she were ok would have been silly, because she was bleeding like a stuck pig, and the woman who stepped on her apologized enough for 10 people. I think the CM handled the situation well, and better than I would have expected at any other park.
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Old 06-17-2014, 04:56 PM   #10
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Quote:
Originally Posted by TheRustyScupper

1) I am grateful for you experience(s).
2) Have you had the Disney CM Training, either classroom or On-The-Job?
3) As an ex-CEO (with operations in USA, Europe, China), we had different policies than Disney.
4) But, then again, people didn't try to sue us as much as they do Disney.
No, but my DD Has had both!! She even had one on one training with someone from the DisABILITIES dept (but it is called a different name that I cannot remember). He was surprised at how much she knew about the GAC (at the time of her training that is what they were using). And he asked how she knew...she shared how her mother had one. He asked her ALL kinds of questions about how I (we) were treated when using it. He was disappointed to hear that we weren't *always* treated well.
And I pretty much agree with ttintagel. If not asking if you are okay, they should be inquiring as to your needs. That CM cannot necessarily help, but can call for the appropriate help for the guest!

Last edited by stitchlovestink; 06-17-2014 at 06:16 PM.
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Old 06-20-2014, 07:47 PM   #11
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On our last trip, the cm at haunted mansion had us wait until they were stopping to let someone off, the had my party and one other get on at the same time. I was perfectly happy to wait an extra minute in order to minimize the disruptions. But to refuse to slow or stop it at all?
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Old 06-20-2014, 10:25 PM   #12
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But understand that slowing or stopping the walkway for a belt-driven attraction like HM disrupts the ride experience for ALL of the other visitors already on the ride at that time, it's not just a matter of how it impacts the wait time for those still in line. The story-telling aspect for however-many riders that ride has capacity for is interrupted. The guy in the graveyard scene, the family at the dining room sequence, the kids with the bride in the attic- the story hiccups for all of them if the walkway is stopped, and that erodes the magic a bit.

I would expect that this is a pretty big operational concern to the company, as it directly affects guest experience and satisfaction.
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Old 06-21-2014, 06:56 AM   #13
Betty Rohrer
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to WebmasterKathy what would ruin show more slow or stopping for short time to get guest off safely or stopping ride until EMTs arrive to help guest who has fallen and can not get up? if I fall getting off ride onto moving ramp or floor there is a good chance I am not getting up without EMT help. I have to stop and get a knee to work and yes it take a few seconds but I have to do it just a different way to see the problem.
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Old 06-21-2014, 11:07 AM   #14
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Quote:
Originally Posted by Betty Rohrer View Post
to WebmasterKathy what would ruin show more slow or stopping for short time to get guest off safely or stopping ride until EMTs arrive to help guest who has fallen and can not get up? if I fall getting off ride onto moving ramp or floor there is a good chance I am not getting up without EMT help. I have to stop and get a knee to work and yes it take a few seconds but I have to do it just a different way to see the problem.
If they stopped it for you to get on they'd stop it for you to get off.

Periods when they don't stop or slow they'd tell you first and you can make an informed decision about proceeding.
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Old 06-21-2014, 09:55 PM   #15
Betty Rohrer
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I have more problems getting off than I do getting on as I am moving before getting on. my problem is when I get up from sitting and start to walk after sitting. sometimes and it is not always I have to lock knee to walk after I stand up. if I do not get it locked knee does not hold and I go down and can not get up. so yes I can cause major delays
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