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Old 03-06-2014, 10:37 PM   #1
kollegekreed
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Are CMs forbidden from helping?

At Magic Kingdom Tuesday, I witnessed two pretty disheartening disability moments...

One, the minor one, was at Its A Small World. There was an elderly woman that needed to get into a wheelchair and her family simply could not get her on her feet to transfer to WC. It was about 5 minutes in when some of her family that hadn't been on the ride came down the exit row and helped support her to get out of the boat. The CMs (3 of them) stood by and did nothing.

The more egregious incident happened on Big Thunder Mountain Railroad. There was a severely disabled woman who had ridden the ride. There was one gentleman with her. He tried and tried to get her off the ride, but simply couldn't life her. Her shift kept coming up each time he tried to lift her and there was a good two minutes where several hundred people could see her in open view with just a bra. Finally 2 guys got off the ride and went over and helped this poor gentleman...I was about to do the same but it would have involved jumping the tracks. I felt SO bad for this woman...mortified. Again...the CMs stood by, watching.

While I was not pleased that on both occasions they did nothing, I have to assume that they are not allowed to help in these situations? I guess im just looking for confirmation that those are the "rules" as opposed to uncaring insensitive people....
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Old 03-06-2014, 10:51 PM   #2
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Its a liability issue.
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Old 03-06-2014, 10:56 PM   #3
Jaya
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Can you imagine how fast Disney would be sued if a cast member helped to pull someone out of a ride seat and broke her arm, accidently dropped her, or anything like that? Not to mention the possibility of injuries to cast members from lifting/pulling/hoisting someone? Nurses and other medical/emergency personnel are trained to lift people; Disney employees are not.

It may seem harsh, but if a person cannot get out of a ride on his/her own or with help from his/her family, then I have to suggest that the person should not be on the rides. Some personal responsibility must be taken. It is unreasonable to expect that to be a cast member's job.
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Old 03-06-2014, 10:58 PM   #4
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Not only are they told not to assist, they are told they will be termed if they do. It is definitely an insurance issue. Otherwise CM's go way out of their way to make guest experiences top notch.
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Old 03-06-2014, 11:16 PM   #5
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Though I do not have a disability I do have some difficulty getting into and out of two of my favorite rides, Rock n roller coaster and Space Mountain. I get in very slowly so not to tweak my knee. On our last trip while stepping into Rock n Roller Coaster my foot slipped and I fell into the seat and nearly on top of the Gentleman I was sharing the car with. I ended up with one foot stuck up in the air outside of the car. I was off balance and wedged into the thing with my knee twisted the wrong way to get back up. Thank goodness my son saw what happened and came over to help me. I don't think I could have gotten out without a helping hand. The only thing I could grab onto was the overhead harness and every time I grabbed it it came down on me. After the ride we all did have a laughed. I know I must have looked ridiculous but at the time it was very uncomfortable. The CM was standing there waiting to check if my harness was in place. Not even a "are you all right" or "is there someone we can get to help you". I figured it was an insurance thing but this makes me wonder what would have happened if my knee had snapped and I was not able to get out. They did not even ask if I was okay. And clearly I had fallen into the car. We won't use the single rider line again. Next time I fall into a ride I would like to land on someone I know.
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Old 03-06-2014, 11:25 PM   #6
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Quote:
Originally Posted by scoopmorgan View Post
Not only are they told not to assist, they are told they will be termed if they do. It is definitely an insurance issue. Otherwise CM's go way out of their way to make guest experiences top notch.
This is true from what I have been told.

Those were very unfortunate situations, but CMs are not allowed to help for liability reasons.
There are some attractions where people can watch the loading and unloading, so they would be able to get a feeling for whether or not they would be able to get on and off.
There are also some attractions with 'test vehicles' so people can practice getting on and off. (Ask a CM at the entrance if they have a test vehicle).
Another good resource is videos - a YouTube member named Big Fat Panda has some excellent videos that show the boarding snd unload areas. There are also pictures - I have pictures of most ride vehicles, some are on the Disboards member photo page, but I can post others as people ask.

I have a feeling though that situations like that mostly happen because people overestimate their ability or are too embarrassed to tell their companions they don't think they can go on.

I always tell people that getting on is easier than getting off. Gravity is usually working with you getting on, but you are working against gravity getting off.
So, if a guest is not sure they can get on, they are going to have a lot of difficulty getting off.
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Old 03-07-2014, 12:56 AM   #7
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My mom no longer rides any ride where she has to step down into a vehicle. The last time she did was a couple of years ago. She got into the Mexican boat ride with no problem, but when the ride was over and she was gettng out, she fell as she stepped out. Her knees just gave out on her and she went down and then sort of backwards toward the boat/water. I was in front of her, so was having trouble getting her up. The CMs just stood there and watched. We had been in the back row. Finally a man in the boat behind us got out of their boat, walked along the edge, and got behind my mom and easily lifted her straight up. At that point the CMs finally spoke up, telling him he couldn't get out of his boat and to get back in the boat. I understood that due to liability reasons they couldn't lift my mom back onto her feet, but wondered if they were just going to let her fall back into the water. There were like four of them standing there watching and not a single one asked if she was OK. My mom was terrified she was going to fall backwards into the water. Afterwards when we had finally gotten her up and back to her ECV. my mom was furious that not only had the CMs not tried to help her, but that they hadn't even asked if she was OK. Working in the health field I understood that the reason they hadn't tried to help was for liability reasons, but even I wondered why they hadn't at least checked on her afterwards, since she had scraped her knees when she fell and was bleeding some. Instead all they did was watch as me and that good samaritan helped her out of the queue area and back to her ECV.

Last edited by aubriee; 03-07-2014 at 01:02 AM.
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Old 03-07-2014, 12:58 AM   #8
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There would be a lot more workman's comp payouts if CMs provided physical assistance.
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Old 03-07-2014, 05:08 AM   #9
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Quote:
Originally Posted by kollegekreed View Post
At Magic Kingdom Tuesday, I witnessed two pretty disheartening disability moments . . . While I was not pleased that on both occasions they did nothing, I have to assume that they are not allowed to help in these situations? I guess im just looking for confirmation that those are the "rules" as opposed to uncaring insensitive people....

{FLAME PROOF CAPE FROM DRAWER TO SHOULDERS}
1) I do not know why this is "disheartening".
2) Folks need to take responsibility for mounting/dismounting rides.
3) There are all sorts of warning placards.
4) Plus, people need to know their limitations.

5) As for CM-assistance - - - absolutely not.
6) As mentioned above,
. . . guests sue too easily for any real-imaginary-fake injury
. . . the CM might get injured and have a Workers Comp claim
7) Although it seems heartless, this is a good policy.
{FLAME PROOF CAPE BACK TO DRAWER}
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Old 03-07-2014, 07:49 AM   #10
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Quote:
Originally Posted by TheRustyScupper View Post
{FLAME PROOF CAPE FROM DRAWER TO SHOULDERS}
1) I do not know why this is "disheartening".
2) Folks need to take responsibility for mounting/dismounting rides.
3) There are all sorts of warning placards.
4) Plus, people need to know their limitations.

5) As for CM-assistance - - - absolutely not.
6) As mentioned above,
. . . guests sue too easily for any real-imaginary-fake injury
. . . the CM might get injured and have a Workers Comp claim
7) Although it seems heartless, this is a good policy.
{FLAME PROOF CAPE BACK TO DRAWER}


You don't need a cape. You're absolutely right.
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Old 03-07-2014, 08:40 AM   #11
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A couple years ago my friend ended up on the ground after a fall. It was actually a very gentle fall, no injuries and we were laughing about it. She was just sitting there trying to figure out how to get up. Cm's came over and started to talk to her,make sure she wasn't hurt, but they could not help her. They did call for managers though, or maybe it was just some suits. The managers were able to help her up very quickly and we were on our way (both riding scooters).
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Old 03-07-2014, 08:44 AM   #12
SteveMouse
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I understand the limits, and have no problem with a CM not helping. However, it would be nice if there's were better grips for self- help on a number of rides. (BTMRR comes to mind).
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Old 03-07-2014, 09:02 AM   #13
North of Mouse
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One year I tripped and fell while walking in World Showcase, skinned my knee pretty bad. Before dh could even help me up a nice male CM was at our side with towel with ice in it. I was so grateful. He did not help me but was very concerned and directed us to the first aid.

Can certainly understand why they could not 'physically' help in any way.

I could just see the 'perceived' injuries and lawsuits. People are so 'sue' happy!
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Old 03-07-2014, 10:41 AM   #14
LilyWDW
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Quote:
Originally Posted by TheRustyScupper View Post
{FLAME PROOF CAPE FROM DRAWER TO SHOULDERS}
1) I do not know why this is "disheartening".
2) Folks need to take responsibility for mounting/dismounting rides.
3) There are all sorts of warning placards.
4) Plus, people need to know their limitations.

5) As for CM-assistance - - - absolutely not.
6) As mentioned above,
. . . guests sue too easily for any real-imaginary-fake injury
. . . the CM might get injured and have a Workers Comp claim
7) Although it seems heartless, this is a good policy.
{FLAME PROOF CAPE BACK TO DRAWER}
I will take the flames FOR you if I have to, because I agree 100%.

If you can't get in and out of the ride with only the assistance of your own party, then you shouldn't ride. Disney CMs can NOT be allowed to help. There is too much that can go wrong.

They will also be VERY careful with what they do and say if you do get injured. Again, this has to do with a very "sue happy" culture that we have in the US. If people would stop suing for every little accident, then maybe companies wouldn't have to be like this.
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Old 03-07-2014, 02:22 PM   #15
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Quote:
Originally Posted by LilyWDW View Post
I will take the flames FOR you if I have to, because I agree 100%.

If you can't get in and out of the ride with only the assistance of your own party, then you shouldn't ride. Disney CMs can NOT be allowed to help. There is too much that can go wrong.

They will also be VERY careful with what they do and say if you do get injured. Again, this has to do with a very "sue happy" culture that we have in the US. If people would stop suing for every little accident, then maybe companies wouldn't have to be like this.
I agree as well. If you need help, you need to bring it with you.
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