Update! Horrible experience at MK last night

[di5ney]

So last night i was at Mk with dh, dd (4) & dsis (16, autistic). We got caught in the rain around 9pm and walked towards main street to watch the fireworks. Dsis went to the roped off area to watch the fireworks but couldnt cope with the noise / crowds and started having a “meltdown”, tears and shaking etc. Dh ducked under a rope to go and comfort her to bring her out (we were waiting at the side for her). A cast member came over to us actually screaming at us etc. She wouldnt listen to anything we tried to tell her, she could see dsis was anxious & crying etc amd put her arms wide out so she couldnt get out etc. I tried to reason with her and ask her name to speak to guest services about her mannerism bit she covered up her name badge and refused to give me her name. She then grabbed my arm and pushed it to the side when i asked her again for her name and she walked away. I was stunned she made contact with me as i was in no way threatening or abusive etc. I spoke to another cast member who claimed she didnt know her name as she was brought in from another area. I got my phone out to take a picture of her to take to guest services as i was appalled at her behaviour. She continued to cover her face and turn away etc. Another family witnessed the whole thing and couldnt believe what had happened. Another cast member then got security, dsis was hysterical at this point and was having a panic attack. I spoke to security who was lovely and took us to the side and offered to take us to a quiet area, he then came back with a piece of paper with her name on it. He advised us to go to guest services. I have never experienced anything like this in 6 trips to wdw. I took dsis to guest services, she was still sobbing etc and i asked to speak to a manager, the chap said they were all managers in that area. He took all our details and looke at the 2 pics on my phone i got of the cast member. I could tell he was fuming. The family who witnessed this incident also went to guest relations to report her. He gave dsis a voucher to go and get a fresh tshirt out the shop next door as she did get wet during the wet weather. He couldnt apologise enough. Yes dh shouldnt not have trued to go under the rope but the woman was horrible, no customer service skills at all, and she should not have grabbed my arm. I am disappointed she refused to help us get dsis out of the area when she seen the state she was in. I am awaiting a follow up call or email from disney. Apart from that every other cast member we had come across was fab!

A quick update, guest services called me today, basically they cannot give me any information on what is happening with the cast member which is fair enough. They have offered us 4 5 day park hopper tickets for our visit next year. Happy with this and i just hope we dont experience anything like this again!

[Saratoska]

what an awful experience. hope it doesn't ruin your holiday

[GezzasGem]

What a horrid experience am so sorry you had to go through that 😣 please let us know if you get any feedback or follow up from Disney - would be interesting to see what their protocol would be in a scenario such as this

[richard29]

How terrible for you, I hope you are all ok now and that it hasn't taken too much sparkle from your trip.

I hope you get some feed back from Disney.

[floridasgirl]

Wow, not nice for any of you!
What was the roped off area? Why was she so upset you were there?!

[stephy]

Im shocked at reading this. Can’t believe how you’ve all been treated. Hope it hasn’t ruined your day x

[Stitch & Smudge]

DH wasn’t wrong to go to her. She was in distress and he was just trying to protect his family. I’d have done the same. Sorry about your experience and sorry I can’t do anything to help you. I just hope it doesn’t spoil any more of your trip. If the cast member behaves like this then they really shouldn’t be dealing with the public.

[di5ney]

Originally Posted by floridasgirl

Wow, not nice for any of you!
What was the roped off area? Why was she so upset you were there?!

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We came round from tomorrowland and there was an area they were putting guests into to watch the fireworks so dsis went in there. Dd was exhausted so we stood to the side around 10metres away, enough that we could see her but stand out the road from others etc. We then seen dd getting stressed etc and that when we tried to get her out and thats where it all kicked off. The holding area for fireworks viewing was rammed and we couldnt get her out easily any other way.

[di5ney]

Originally Posted by stephy

Im shocked at reading this. Can’t believe how you’ve all been treated. Hope it hasn’t ruined your day x

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It did ruin the night, she was looking forward to the fireworks and then she missed it. Gutted for her tbh and angry with the cast member

[Guest]

So it wasn’t a restricted area or roped off for safety reasons.

In that case I don’t get what her problem was. Even if it was roped off for a safety reason she could have escorted you elsewhere politely...