Bad Experience with the Guest Experience Team... Am I Wrong??

[Mackenzie Click-Mickelson]

I would also be annoyed. Even if you weren't "supposed" to get the two LL, it would have been very easy for them just to give you the extra LL to account for the inconvenience and delays (not to mention the extraordinary price they charge for everything). It would have cost them little-to-nothing and you would be singing their praises instead of posting a moderate complaint on a message board. Short-sighted on their part.

That's how Disney got into this mess with guest expectations. Too many FPs handed out for just about everything. I don't disagree that in the grand scheme no biggie but it's like feeding the beast and ends up creating more and more issues as time goes on.

 

[DizneyFamof4]

Sorry, but you weren't owed anything other than a LL for Tower. They never give out 2 for one ride. You got 2, one per person that was riding.

If the app showed 2 listed on the same screen, that was a glitch that clearly resolved itself.

You had some bad luck. It happens and it's annoying. Curious why you couldn't text or call your mother and tell her to go do something else while she waited for you. She could have walked around, gotten a snack, done some shopping, etc.

Sure, the CM shouldn't have been snippy. But she wasn't wrong. There is nothing they can do for you. It happened to you, and also probably close to 100 people also.

Just because you 'never' got two, does not mean it doesn't happen. Our family received 2 last year when we got stuck at BTMRR for 45 minutes, and they were good for any ride other then SDMR. Now after reading OP, I will be taking a screen shot if it happens again, just in case.

 

[DLgal]

Just because you 'never' got two, does not mean it doesn't happen. Our family received 2 last year when we got stuck at BTMRR for 45 minutes, and they were good for any ride other then SDMR. Now after reading OP, I will be taking a screen shot if it happens again, just in case.

A screenshot isn't going to help you if the app isn't showing another magical experience pass. A CM would ask you to open the app and show them in there. This is how they handle these things.

 

[EdnaMarieMode]

There were four of us and each of our apps showed two LLs. This was our first trip using Genie+ so we wouldn't be aware of what standard procedures for "recovery" after a break down would be. When we were given the recovery LL, they never said how many we would get so why wouldn't we believe the app? The reason I nicely asked about it was because had our apps not glitched and showed two, we would have planned our next steps differently. It is not our fault the app glitched, it's Disney's. And that glitch ended up meaning we couldn't ride one of our favorite rides. Had the CM been more sympathetic and apologetic about it, we wouldn't have thought much about it afterwards and I would not have posted this.

I can understand the frustration. Whether the app showed 2 and it was a glitch or whether it was a misunderstanding because this is the first time using G+ and first time having any “recovery” procedures is anyone’s guess. The CM has no real way of knowing which one it is. Yes, the attitude should be pleasant and professional but I have a feeling that if they had been sympathetic and apologetic you’d still be looking for another ILL (and I’m not saying it to be mean- I think most people in this situation would probably press and expect more to be done which has a way of elevating the attitude of the CM responding).

All of that aside, I fail to see how you were thus unable to ride a favorite ride. Was it down for the remainder of the day? Disney doesn’t guarantee any of this and navigating the parks is a series of what is worth our time and what isn’t.

 

[Mrs.AMC]

Lesson to learn, click on the experience, for those reading along
It's usually clear there
Gives much more details and will show who is for too

 

[Mrs.AMC]

A screenshot isn't going to help you if the app isn't showing another magical experience pass. A CM would ask you to open the app and show them in there. This is how they handle these things.

So true
Screen shots aren't proof of much
Between those who can take them and those who book things, screen shot them delete they tend to not take them serious

 

[MinniWiz]

I can understand the frustration. Whether the app showed 2 and it was a glitch or whether it was a misunderstanding because this is the first time using G+ and first time having any “recovery” procedures is anyone’s guess. The CM has no real way of knowing which one it is. Yes, the attitude should be pleasant and professional but I have a feeling that if they had been sympathetic and apologetic you’d still be looking for another ILL (and I’m not saying it to be mean- I think most people in this situation would probably press and expect more to be done which has a way of elevating the attitude of the CM responding).

All of that aside, I fail to see how you were thus unable to ride a favorite ride. Was it down for the remainder of the day? Disney doesn’t guarantee any of this and navigating the parks is a series of what is worth our time and what isn’t.

No, it was back up by the time we finished riding Rockin (after the delay there) and then talked to the CM. Problem was that we only had the morning at HS and because of all the delays it was already almost 10am and the wait for Tower was at 90 minutes which would have cut it close to when we needed to leave. LL was the only option and booking a new one was back to 4:30pm.
I totally get that it is hard for the CMs to know when people are being truthful and I understand that many times people aren't being truthful in these situations. I'm not sure how they are supposed to determine who is truthful and not. The whole experience just left me feeling like I was being accused of being one of those untruthful people when we were just looking for help after our morning had been messed up to no fault of our own.

 

[CampbellzSoup]

No, it was back up by the time we finished riding Rockin (after the delay there) and then talked to the CM. Problem was that we only had the morning at HS and because of all the delays it was already almost 10am and the wait for Tower was at 90 minutes which would have cut it close to when we needed to leave. LL was the only option and booking a new one was back to 4:30pm.
I totally get that it is hard for the CMs to know when people are being truthful and I understand that many times people aren't being truthful in these situations. I'm not sure how they are supposed to determine who is truthful and not. The whole experience just left me feeling like I was being accused of being one of those untruthful people when we were just looking for help after our morning had been messed up to no fault of our own.

Expect nothing and get everything. It sounds like you were given a lightning Lane and the second one was a mistake.

I’m glad you had a good time other than this.

 

[PinkPixel]

Just because you 'never' got two, does not mean it doesn't happen. Our family received 2 last year when we got stuck at BTMRR for 45 minutes, and they were good for any ride other then SDMR. Now after reading OP, I will be taking a screen shot if it happens again, just in case.

From my understanding of reading the OP's post they did not use Genie+ to book their ride on Tower, but entered the line after it opened. Every person in a line LL, or Standby would get a recovery MEP. If you your Genie+ LL and this happens, do you get 2 automatically? (Because you lost access to a LL and for guest experience?) Also, maybe your wait of 45 mins triggered another tier or recovery. Just curious.

 

[DisneyCowgirl]

I question the honesty of anyone who says you shouldn't be frustrated or that they wouldn't be frustrated. How is a non-Disney-expert supposed to know that you NEVER get 2 free LLs (obviously this is not true anyway as myself and others have had different experiences). And it sounds like half your frustration is from the rude treatment you got from a CM, not just that they didn't fix it, but that they were snippy from the start.

 

[Beer Me]

With FP+ guest services would have happily hooked you up with a ToT pass.

I know at some point I have to let it go but I hate what genie and $LL have done to the guest experience.

 

[revdon64]

Wait, if you were only staying at HS for the morning, and ToT had LL available for the afternoon, what were you looking for from GS? Did they offer you the afternoon LL or were you fishing for some kind of escort to the front of the line because you weren't staying?