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Unread 17 Apr 17, 08:38 PM  
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#1
Ted74
Staying in the Castle
 
Join Date: Jan 17
Mobile Is it worth making a complaint at City Hall?

At 1:05pm today we happened across a meet and greet area for Alice & The Mad Hatter saying next showing 1:15pm. My girls aged 9 and 7 were excited with their autograph books and happy to join the line behind about 25 other people. Maybe 7 or 8 families in before us, so if it kicked off at 1:15pm which it did, then maybe 20 mins - 30 mins wait?

It kicked off but the queue didn't move as so many families arrived at the front with medical cards. We politely asked how long they reckoned it would be as had been 30 mins already. The lady on duty said there were no more medical card bookings so shouldn't be long. There were then two further medical card families who came through, it got to 1:55pm, so 50 mins queuing and then Alice and Madhatter disappeared for a 15 mins break as my girls were next up!

One of them burst into tears. I was told by the duty person to complain at City Hall. I did, and the lady there said she would sort out some passes to see Mickey. Great I thought. She called the head of characters and he refused the request, said that what happened to us was not an issue.

Just finding the whole DLP experience a bit like this to be honest. Ironically as I was in City Hall complaining someone next to me was having a medical card filled out...
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Unread 17 Apr 17, 08:46 PM  
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#2
sammykitten
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Join Date: Jan 11
did you ask for a complaint/issues form to fill in at City Hall? I had a character-based issue at DLP a few years ago, just didn't feel it had been handled well at the venue, so I went to City Hall and asked for a form so I could write my issues down and leave it with them. I wasn't expecting anything personal in return, I just wanted DLP to be aware of the issue. But the CM I got at City Hall beavered away in the background while I was there completing my form, and we did get some lovely pixie dust out of it.

If you feel that your issue hasn't been correctly dealt with, go back and ask for an issues form to fill in (but don't spend ages in there, you've got family rides to go on and memories to make ).
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Unread 17 Apr 17, 09:19 PM  
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#3
Tink75
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Join Date: Feb 14
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I always thought they were meant to cap the number of DAS visitors at meet and greets.

Agree with Sammy. I'd go back and fill in the form and leave it at that. They say it's always best to log any issues at the time. But just be aware that there can be long queues at City Hall so try and time it when it's quiet so you aren't wasting too much time.

I hope the rest of your trip goes smoothly and you enjoy it.
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Unread 17 Apr 17, 09:34 PM  
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Mental Minnie
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Join Date: May 16
I would certainly to back and fill out a complaint form. We are entitled to a das card and we got one last time but never needed to use it. I certainly wouldn't dream of using it for a meet and greet.
Hope you don't have any issues the rest of your trip.
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Unread 17 Apr 17, 10:17 PM  
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#5
Ted74
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Thanks for the responses. The lady did give me the form to fill in, but I was pushed for time, one daughter in tow who didn't look too thrilled to be hanging around in there, so just pushed it back across the counter and said forget it. That was the reason for the thread. I had reasoned that if the lady had already spent 5 mins calling this head of characters and had no joy, then what would a paper based complaint achieve?

I thought her suggestion of a quick remedy was spot on, the kids would love to see Mickey.

In fact the meet and greet was right outside Mickey's meet and greet which showed a 50 mins wait, so we declined and went for the quicker Alice one. That sums it up, we waited over 50 mins, but not at any point did the attendant say "hmm think this could be a long one" in fact it was the opposite, we asked and were given misinformation. It maybe asking a lot but I do think those attendants need to try and manage expectation where there isn't a board showing wait times. The whole point of those boards so people can make a judgement. I don't begrudge those with medical conditions getting faster access at all, I think it's a great part of what Disney do, but something wasn't right on this occasion - there were far too many.

I am really surprised by the amount of repeat visitors, there are some undoubted highs to be had during your visit, and I'm ok with accepting there is a fair amount of queues to negotiate, but what I've seen in a fair few instances over the last 3 days are things can should be done better.

I think people tend to forget the bad stuff when they return, which is good really, but in terms of advising people coming for the first time, I think it's fair they get a really honest account of how bad the experience can and will be.
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Unread 17 Apr 17, 10:42 PM  
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#6
Peter H
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We don't have kids so can't comment on that but, I have only experienced anything similar to your issue a couple of times in 10 visits. Admittedly we go off season. I would have written it down anyway. The CM at City Hall was great but the other guy was not. I agree expectations could have been managed better, that should be your angle.
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Unread 17 Apr 17, 11:08 PM  
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#7
Gill H
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Character queues are always long at DLP anyway, the characters spend a lot more time with people than the quick 'hug and pose' you get at WDW. I suspect that is why you didn't get much response - long waits are the norm, and breaks have to happen - it just means you are first in the queue when they come back!

I have never seen a board showing waiting times for a character meet, either in DLP or WDW. It would be almost impossible to guess.

We rarely bother queuing for meets, just go during EMH or get a character meal.

You are there at one of the busiest times of year so I would expect queues to be crazy anyway. Would never in a million years go at Easter as the whole of Europe is off at the same time. Better to avoid French and Spanish holidays and all weekends.

I never wait longer than 20 min for anything as a rule. If yo go midweek, avoid the busiest times, use Fastpasses and get there dead on 8am for EMH, it's perfectly possible to do everything with minimal waits.
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Edited at 11:13 PM.
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Unread 17 Apr 17, 11:10 PM  
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sammykitten
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Join Date: Jan 11
The reason I write to give feedback on issues, including at DLP, is so its lodged. Verbally this isn't the case and doesn't, I feel, have the same weight.
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