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Old 04-24-2008, 11:55 PM   #1
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Filing a complaint

We had an incident while on our latest trip to WDW. Our DS, 19, slipped and fell in the rain while at Epcot and got a gash in his chin. He was by planet Earth and CMs took him to first aid and they told him he needed stitches. They had taken him to the back of the World showcase and after the exam said they would take him to the off property clinic. When they realized it was after 6pm they said they didn't transport after 6pm. So they told him he would have to make his way there on his own. They didn't even offer to take him back to the bus stops at the other end of the park. We feel this could have been handled better.

Could someone give me an email or address to complain about DS's treatment?
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Old 04-25-2008, 04:07 AM   #2
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Forgive me if this comes out wrong, but I'm not sure you have a complaint.

He fell in the rain, not because of any negligience on the part of Disney.

He's 19- an adult.

It wasn't (from the description anyway) something that required a 911 call.

I'm not sure exactly what they could have done, other than walking a 19 year old man back to the spot where the accident occurred.

(edited to add: What does your son think? Did he ask for the phone number of a local cab company? Were they forthcoming with information? What does he think they should have done for him that he couldn't have done for himself?

I'm picturing myself as an 11 year old, falling off my bike (riding with no hands around a corner-- not my brightest move ever), picking myself up, getting myself home, and mom taking me to the hospital for stitches in my chin. )

I hope I'm wrong. I hunted and found you these addresses:



Walt Disney World Guest Relations
P.O. Box 10000
Lake Buena Vista, FL 32830

This is the universal address! For example, if you want to write to the General Manager of All Star Music, or any other resort, address the envelope to the person and use the P.O. Box 10000 address.
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

wdw.guest.communications@disneyworld.com


Mr. Robert Iger
Chief Executive Officer
The Walt Disney Company
500 South Buena Vista Street
Burbank, CA 91521-4873

Mr. James A. Rasulo
Chairman
Walt Disney Parks & Resorts
500 South Buena Vista Street
Burbank, CA 91521-4873


Al Weiss
President
Worldwide Operations
Walt Disney Parks and Resorts
PO Box 10000
Lake Buena Vista, FL 32830
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(Thanks, Disney Destinations, for your past generosity. And to the Beach Club staff for all their assistance in our 2012 medical crisis.)

Last edited by Aliceacc; 04-25-2008 at 05:12 AM.
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Old 04-25-2008, 05:07 AM   #3
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Quote:
Originally Posted by Aliceacc View Post
Forgive me if this comes out wrong, but I'm not sure you have a complaint.

He fell in the rain, not because of any negligience on the part of Disney.

He's 19- an adult.

It wasn't (from the description anyway) something that required a 911 call.

I'm not sure exactly what they could have done, other than walking a 19 year old man back to the spot where the accident occurred.

I hope I'm wrong. I hunted and found you these addresses:



Walt Disney World Guest Relations
P.O. Box 10000
Lake Buena Vista, FL 32830

This is the universal address! For example, if you want to write to the General Manager of All Star Music, or any other resort, address the envelope to the person and use the P.O. Box 10000 address.
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040

wdw.guest.communications@disneyworld.com


Mr. Robert Iger
Chief Executive Officer
The Walt Disney Company
500 South Buena Vista Street
Burbank, CA 91521-4873

Mr. James A. Rasulo
Chairman
Walt Disney Parks & Resorts
500 South Buena Vista Street
Burbank, CA 91521-4873


Al Weiss
President
Worldwide Operations
Walt Disney Parks and Resorts
PO Box 10000
Lake Buena Vista, FL 32830


the boy was probably shocked after the accident.

the reason the complaint is lodged, is becaus disney staff didon't walk him back to the bus stop, and they didon't follow it up in any way. they should him on transport, even if it was past 6, or at least got him first aid

that's how i see it
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Old 04-25-2008, 05:14 AM   #4
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If this had happened in a park, or at your own home, would you have expected someone else to transport you to the doctor or clinic? Some times you should just take care of your own.
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Old 04-25-2008, 05:15 AM   #5
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He's 19-- legally an adult. He fell and cut his chin.

As I see it, he was capable of dealing with this himself.

Perhaps I'm missing some details, or not being compassionate enough (and please don't get me wrong-- I sympathize with anyone who has something like this happen, especially on vacation.)

But I see a world of difference between this happening to a 19 year old adult and a 12 year old on a school trip. The latter needs someone to hold his hand and take care of him; I'm not as convinced that the former does.

What would have happend with the exact same scenario on the streets of Orlando? Who would be expected to come to the rescue there?
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(Thanks, Disney Destinations, for your past generosity. And to the Beach Club staff for all their assistance in our 2012 medical crisis.)
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Old 04-25-2008, 05:20 AM   #6
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Quote:
Originally Posted by JPN4265 View Post
If this had happened in a park, or at your own home, would you have expected someone else to transport you to the doctor or clinic? Some times you should just take care of your own.
If I saw someone fall gash their chin to the point of needing stitches I would help them find their way home or call a family member for them no matter how old they are. I mean my God why is it that the victim gets blamed when something happens at Disney. The CMs could have at least called someone.

OP I hope your son is ok.
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Old 04-25-2008, 05:23 AM   #7
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"Victim" of what?? A rainy day?

I'm not blaming anyone. I'm just suggesting that getting a cab was something a 19 year old might be able to handle without any additional help.

I just don't see any basis for a complaint. But I did find the addresses, as I'm sure the OP disagrees, (or she wouldn't have posted in the first place. )
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numerous trips in college and one together in 1990 August 2008 and August 2009: Polynesian. August 2012: Beach Club A change in plans...trying the Yacht Club in 2014!!
(Thanks, Disney Destinations, for your past generosity. And to the Beach Club staff for all their assistance in our 2012 medical crisis.)
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Old 04-25-2008, 05:27 AM   #8
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Quote:
Originally Posted by Aliceacc View Post
"Victim" of what?? A rainy day?

I'm not blaming anyone. I'm just suggesting that getting a cab was something a 19 year old might be able to handle without any additional help.
NO a victim of a facial laceration that needed stitches. A victim of an injury. I just don't get how a person who just hurt themselves no matter what the reason is left to fend for themselves. And IMO 19 is not that "old" helping the kid out would have been the right thing to do. Looking at it and saying you need stitches but it is after 6pm be on your way is strange. Someone should have followed through to make sure he was ok.
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Old 04-25-2008, 05:41 AM   #9
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Quote:
Originally Posted by 3DisneyNUTS View Post
If I saw someone fall gash their chin to the point of needing stitches I would help them find their way home or call a family member for them no matter how old they are. I mean my God why is it that the victim gets blamed when something happens at Disney. The CMs could have at least called someone.

OP I hope your son is ok.
i agree! at least call the kid a cab! something.
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Old 04-25-2008, 05:52 AM   #10
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to give you an idea what its coming to, the local munis. in pa have started to remove the "slippery when wet " and the "bridge maybe icy" signs from the road ways. a local muni was sued, and lost because putting a sign up like that, admits the road has a problem in that area. so next time you drive in pa, the roads not slippery and theres no ice on the bridge. if you lose it, its your fault. anyway, whos ever fault it is, if your in trouble, i would try to help you!!
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Old 04-25-2008, 05:57 AM   #11
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Quote:
Originally Posted by dvczerfs View Post
to give you an idea what its coming to, the local munis. in pa have started to remove the "slippery when wet " and the "bridge maybe icy" signs from the road ways. a local muni was sued, and lost because putting a sign up like that, admits the road has a problem in that area. so next time you drive in pa, the roads not slippery and theres no ice on the bridge. if you lose it, its your fault. anyway, whos ever fault it is, if your in trouble, i would try to help you!!
UGH!!! That is strange and scary at the same time.
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Old 04-25-2008, 06:54 AM   #12
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I think the issue that bradisgoofy is getting at is the fact that Epcot is a big park. The First Aid station is located back by Mexico in the World Showcase. I know how long that walk can be because we were just there and my dd needed to go to the nurse and it seemed like it took forever for us to get there. Especially with a crying, injured child.

I am assuming that the CM's helped to transport (probably using something like a golf cart?) the young man to the first aid station but then basically left him on his own, needing stitches, to make the long walk to the front of the park and arrange for his own transportation.

No matter what the age of the victim I would be a bit upset also. If they had the resourses to help him get all the way to First Aid the least they could have done is help him get back to the front of the park where he could arrange transportation. Especially if you assume it was probably still rainy and wet and he was in great pain. Just from a liability stand point you would think it would be in their best interest to have someone escort him off the property so he didn't faint or fall again and injure himself further.

And I have to say that to make the offer to transport him themselves, and then realize that after 6pm they won't help, when the park is open until 9pm or later some nights seems a bit strange also. We have seen lots of stories on these boards where WDW did help to transport ill or injured guests to the local hospital no matter what the time.

Bradisgoofy, please do follow up on this with an address and let us know if you hear back.
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Old 04-25-2008, 07:07 AM   #13
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Quote:
Originally Posted by 3DisneyNUTS View Post
If I saw someone fall gash their chin to the point of needing stitches I would help them find their way home or call a family member for them no matter how old they are. I mean my God why is it that the victim gets blamed when something happens at Disney. The CMs could have at least called someone.

OP I hope your son is ok.


i would call someone as well, just to make sure they have arangements and everything's okay
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Old 04-25-2008, 07:08 AM   #14
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Quote:
Originally Posted by Aliceacc View Post
He's 19-- legally an adult. He fell and cut his chin.

As I see it, he was capable of dealing with this himself.

Perhaps I'm missing some details, or not being compassionate enough (and please don't get me wrong-- I sympathize with anyone who has something like this happen, especially on vacation.)

But I see a world of difference between this happening to a 19 year old adult and a 12 year old on a school trip. The latter needs someone to hold his hand and take care of him; I'm not as convinced that the former does.

What would have happend with the exact same scenario on the streets of Orlando? Who would be expected to come to the rescue there?
yes, but it's not all about age.

it's about weather the cast members care enough to help.

obviously not this time round
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Old 04-25-2008, 07:33 AM   #15
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they should have made sure he got the treatment he needed, I fell in MK a few years ago (down some stairs,in the dark) and broke my foot,they had people (in suits) with me all the way to the ambulance and paid for my taxi back to the resort later....I never got a bill...but they checked on me a few times and insisted on me getting the right med treatment.
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