Complaints

• Initial Complaint

  01/19/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two different reservations for 1 night at their All Star Music resort and payed in full (one booked 9/2024 the other 11/2024). On 12/26/2024 I was in the park and there was a bounce back offered as a discount. The lady told me that I would receive a refund in 7-10 days. On 1/10/2025 I called because I received no refund. I was told it would be processed quickly and I would get a refund 3-5 days. On 1/19/2025 I called again and everyone kept referring to a new refund date of 7-10 business days from 1/10/2025. This would mean that if I hadn't called on 1/10/2025 no refund would have been given. I asked to talk to a supervisor or someone who could help rectify this negligence but was denied, with customer service hanging up on me at one point (without any verbal aggression, raised voices or demeaning behavior. Please listen to the call). My refund should have arrived by 1/9/2025 at the latest, that would be 10 business days from 1/26/2025.

  Business response

  01/27/2025

  Thank you for contacting us on behalf of *** ******,  

  Our records indicate that a Cast Member spoke with *** ****** on January 25, 2025 and appropriately assisted him at that time.  Should *** ****** have any additional questions, we would invite him to contact his financial institution as they would have the most up to date information regarding this transaction. 

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

   

   

  Customer response

  01/27/2025

   
  Complaint: 22832038
  
  I am rejecting this response because:

  My financial institution has not received funds and requested information to proceed. I attempted to get a tracking number or reference number for my financial institution to follow up with and was denied this information by a Disney employee. At this time we have no indication of a refund and have been denied information to research further.
  
  Sincerely,
  
  ****** East

  Business response

  01/29/2025

  Thank you for your reply.

  We regret Mr. ****** continued frustrations, however, we do not have any additional information to share at this time.

  Kindest regards,

  Guest Experience Support & Solutions

  **** Disney World Resort 

  Customer response

  01/30/2025

   
  Complaint: 22832038
  
  I am rejecting this response because:
     The lack of updates is the core issue. Disney representatives say that a refund was processed, my credit card company says they have not received the funds. This could be fixed with a reference or tracking number, Disney representatives are refusing to provide this information.

  Sincerely,
  
  ****** East

  Business response

  02/10/2025

  Thank you for your continued contact on behalf of *** ******. 

  Please be advised that once a refund has been authorized, financial institutions have up to 30 days to process these refunds and release the funds. If the funds have not appeared in his account after the 30 days, he is welcome to reach back out to our Research and ****************** and they will be happy to provide additional information at that time. 

  Regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was previously approved for the use of DAS through my disabilities which hinder my ability to truly enjoy going to **** Disney World. Recently, Disney made changes that have removed my ability to obtain DAS due to others abusing the program. As a direct result of this, I find myself unable to fully enjoy the park and unable to speak with anyone regarding the pass. The challenge that I have with this is that my daughter was approved for DAS and was told that her condition is appropriate but myself, with the same challenges and was denied. I was told to use the "return to queue" feature with a cast member, but I unfortunately, in the times that this has occurred, there have been no cast members to be found and I would be forced to leave my children in the line unattended (which is against policy) or find myself having to re-join the queue from the back of the line resulting in an even longer line. While I understand the need for the change to the system, I am challenged with not being able to obtain it given the same diagnosis as my child who was "appropriate" for DAS. There is also no way to speak to anyone and require a different review. I am registered with the *** as is used by other theme parks and also have documentation from my doctors indicating the need as well.

  Business response

  01/22/2025

  Dear Ms.********,

  
  This responds to a customer complaint about the ************************* (***) program at the **** Disney World Resort. *** is intended for a very limited population of Guests who, due to a developmental disability like autism or similar, are unable to wait in a conventional queue for an extended period of time.  Apparently the customer was offered accommodations for her disabilities but was not offered ***. 

  Disney offers a wide range of accommodations for many different types of disabilities and has set the standard in the theme park industry for innovative and effective services for persons who require assistance. In recent years, however, the percentage of our Guests who request *** has increased well beyond the number who require this service indeed it has tripled. This is because *** provides an extraordinary benefit never having to wait in the regular lines for most rides and Guests for whom *** was never intended began requesting the service in increasing numbers.

  Disney has acted to stem this abuse and overuse of *** while continuing to offer alternative accommodations for Guests who do not require ***.  This effort is based on an exhaustive analysis and years of experience with every aspect of the *** program,including expert advice about what makes someone unable to wait in a conventional queue for an extended period of time. 

  
  Thus, *** is made available to those Guests who cannot access our attractions without it. We are confident that *** is the right match for this small group of Guests and that other available services will accommodate different needs.
  

   

  Thank you for allowing us to explain our side of the issue raised by the customer, who we hope will consider the entire offering of services and accommodations available in our theme parks.
  

  Sincerely,
  

  **** Disney World ********************** Team  

  Customer response

  01/26/2025

   
  Complaint: 22815999
  
  I am rejecting this response because: in the response from Disney, it was stated that DAS is intended for people with developmental disabilities like autism or similar, however, when I spoke to the cast member about applying for DAS I told them I was on the spectrum, have PTSD from past trauma involving entrapment, social anxiety, and ADHD.  How can Disney state that DAS is intended for people with certain disabilities and then deny me after telling them I in fact have said disabilities?  I also told the cast member about a recent trip to **** Disney World where I had to wait in line with my underage child for almost an hour and couldn't get out of line due to high crowds while having a panic attack and extreme sensory overstimulation, with no cast members in sight in the queue, and was pushed by other guests while trying to get out of line, I was told by the cast member that because I couldn't leave a member of my party in the line to hold our place that when I returned to the line I wouldn't be able to go back to where I was.  I have a child with autism and has similar reactions to what I experience and explained that to the cast member on the video call, and mention that my child was approved but I wasn't.  It is hard to understand why there is a difference between her experiences and mine that make her need for it different and not feel discriminated against because I am an adult and not a child with the above mentioned qualifying disabilities.  If you are going to say that the requirements for DAS are individuals with autism, then stand true to that.  Isn't that what DAS is for?  To tell someone on a video call about very vulnerable and personal things and experiences to help them understand the severity of my disabilities, just to have them respond with, sorry not this time, is devastating for someone who loves Disney but fearful to go without it.  I understand many people abused the system prior to the changes, but why do the people who really need it to enjoy the magic of Disney have to suffer because of it?
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased tickets for your parks and had a serious incident occur during my visit. My ride stopped on 3 separate rides eventually stopping completely requiring EVACUATION on the last ****** studios, Crushs Coaster stopped, and the avengers roller coaster. At Disneyland, the pirates of the Caribbean ride stopped resulting in ************* wife and I were stuck on the Pirates ride for almost an hour. There was no explanation for why we were stuck, nor was there any apology or anything. Boats were knocking together and moving back and forth making us nauseous. At some point, security came to ****** a man out for attempting to leave via the security exit with his children because they were getting ********** wife was suffering from severe anxiety during this incident and it took park personnel an excessive amount of time to enter the ride and get us evacuated. They gave us no direction, just yelled at us to remain seated.This was a frightening, unprofessional, and seriously unorganized incident with no follow up. We not only lost an entire hour of park time, but also were not able to get on most of the rides on our wishlist because they had closed by the time we were out of the pirates evacuation. We traveled from ******* and spent a lot of time, energy, and money in hopes of having a positive experience like we do at your other parks, but this was shockingly unacceptable.I request that you please explain what happen, why it took so long to get assistance and why nobody apologized.I also demand that I be reimbursed in some fashion for the fact that my time was stolen from me as we sat there waiting to be evacuated.I am disappointed that I tried to give my wife a special time and now she is just terrified of going on water rides or coasters again. We are previous Annual Pass Holders and are surprised at the lack of follow up.This is absolutely ridiculous and Disney should be ashamed.

  Business response

  01/09/2025

  A detailed response will be sent to the client by the Disneyland ******************************* shortly to their e-mail address *******************************.

  Business response

  01/09/2025

  A detailed response will be sent to the client by the Disneyland ******************************* shortly to their e-mail address *******************************.

• Initial Complaint

  12/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a trip for 4 people all inclusive to Disney for January. Due to connectivity issues we did not realize that the reservation was booked twice. On one reservation the fees were all paid in full. When we realized that the trip was accidentally booked twice Disney refused to refund the $200 deposit made to the second reservation.This is is a terrible and dishonest business practice. There is no way that they do not have the money and capacity to refund a second accidental reservation for the exact same things and the exact same people. This is a rip off and they provided absolutely no services for that extra $200. We need a refund from them.36410697 was paid in full and they won't refund the $200 for ********.

  Business response

  01/22/2025

  Thank you for contacting us on behalf of Mr. ****************** further assistance, we would suggest Mr. ******* contact our Research & ****************** at ************ or by email at ***********************************************************************************************************************. 

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

• Initial Complaint

  12/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was reviewing my **************** Platinum Card statement and noticed charges from Disney Plus Burbank and Disney Plus from May 21, 2023 to December 21, 2024. Totaling $179.08. I did not authorized, give my direct consent or permission for any transactions from Disney Plus or any affiliated companies to charge my **************** Platinum Card. I do not how my information was obtained and I am notifying **************** to cancel my charges and send me a new card restricted access to any direct subscription that is associated with my account.

  Business response

  01/22/2025

  Thank you for contacting us on behalf of Mr. ******************* concern is not related to the **** Disney World Resort. For this reason, we are unable to assist. We would recommend Mr. ******* visit the Disney **************** at ****************************************************** for further assistance.

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

• Initial Complaint

  12/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and three other families planned this trip five months in advance. We booked our flight tickets on July 29th, well before Disney announced their Christmas event back in August.Upon arrival, we were shocked to see signs stating that the park would be closing at 6 p.m. on a Saturday. After researching on-site, we found out that the early closure was due to a special ticketed event happening after 6 p.m. This event was already SOLD OUT.This meant we paid nearly $600 for park tickets and were being forced to leave before the fireworks startedone of the primary reasons we chose Disneyland for this trip.After entering the park, we hoped the rides and attractions would make up for missing the fireworks. Unfortunately, this was far from the case.We had lunch at Disneyland, which was mediocre at best, and then planned to take my 5-year-old daughter, who is 44 inches tall and a thrill-seeker, on the thrill rides she was eligible for. Shockingly, during our entire stay, all of these rides were either closed or unavailable. The ONLY ride we were able to experience was Space Mountain.When we walked to **********************, we were informed that it only operated through a virtual queue, which was NOT accepting guests at that time. Furthermore, waiting in a standby line wasnt even ********** this point, we had spent 2 hours in the park, had eaten disappointing food, and experienced just one ride. There was no possibility of finding other attractions that my daughter would be interested in.Frustrated, we visited the service desk to file a complaint. We requested to exchange our tickets for another future date since the park was failing to provide any value for the nearly $600 we spent on admission. Our request was denied. The staff simply reiterated that the park hours were public on the website and offered no resolution for our completely unsatisfactory experience.

  Customer response

  12/23/2024

  Magic Kingdom Park or Disney-magic Kingdom Theme Pk are under "Alternate Names" list for Walt Disney World Company, please get your facts right. ***************************************************************************************************************************************************************************
  
  
  

  Business response

  12/27/2024

  Thank you for your correspondence. 

  We are unable to locate any record of correspondence with this Guest in our systems. If Guest has continued concerns he is welcome to contact us at *****************************************************************************************************************************. 

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

  Customer response

  12/30/2024

   
  Complaint: 22724040
  
  I am rejecting this response because: Your failed attempt to look up my reservation doesn't mean the complaint will go away. I am supplying the full confirmation email to help you with the process. Please double check.
  
  Sincerely,
  
  **** Le

  Business response

  01/08/2025

  Thank you for your continued correspondence.

  We have previously provided the necessary steps the Guest will need to take in order for us to address their concerns. As we do need written correspondence, we are unable to assist until they contact us at *****************************************************************************************************************************

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort

  Customer response

  01/08/2025

   
  Complaint: 22724040
  
  I am rejecting this response because:

  I prefer to resolve everything here under a third party's observation, not behind a closed door.
  
  Sincerely,
  
  **** Le

• Initial Complaint

  12/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased $340 worth of merchandise, including a custom made droid from The droid factory. I had the merchandise shipped home from Donalds Double Feature, but due to employee error, the wrong package was shipped and delivered to me. Guest relations is requiring information I dont have to refund the purchase. This is their fault and should make it right.

  Business response

  12/29/2024

  Consumer was contacted in out bound call addressing their concerns. Consumer is resolved. 

  Business response

  01/02/2025

  Date Sent: 12/29/2024 1:43:44 PM
  Consumer was contacted in out bound call addressing their concerns. Consumer is resolved. 

  Customer response

  01/07/2025

   
  Complaint: 22722989
  
  I am rejecting this response because: they mailed me the wrong **** parts and still didnt make it right. Despicable! My son is so upset about this whole process.  
  
  Sincerely,
  
  ******* ******

  Business response

  01/17/2025

  Spoke to Guest about this on the phone and followed up with email. Guest is only missing 1 piece and 1 replacement piece arrived damaged.  Sent Guest the missing pieces with express shipping so the Guest was not required to return anything and was only waiting on the missing pieces to arrive.  Included instructions on how the Guest could track his package in the email. Guest was satisfied with the outcome.

  Customer response

  01/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been an annual passholder at **** Disney World for some time and until recently have had nothing but enjoyable experiences at their parks. However, I also have a disability that has been diagnosed by a medical doctor, and issues arising from this disability severely impacted my last visit to Disney in November. On 12/01/24, I contacted Disney via phone to discuss accommodations or anything else that may prevent such issues from happening in the future. After a conversation with their representative, a clear-cut idea for an appropriate accommodation came to light, and I asked the representative if it could be done. The representative said that he would forward my request to his supervisors and that I would hear a response within four business days. As of 12/19, I had received no response. Today, I asked for an update on the chat function of their app. I was directed to Disney's Disability and ********************************* (***) via their website. However, the website required that I sign "terms and conditions" before speaking to anyone about my disability or accommodations. I went back to the chat and explained that I was not comfortable signing a legal document in order to discuss my disability. The person on the chat transferred me within the chat window to someone from Disney's ***. The *** representative instructed me that they would not discuss anything regarding my specific disability without me first signing the "terms and conditions". I reiterated my stance on that, and at this point we are at an impasse. I find it surprising that Disney would require a disabled person to sign a legal agreement before even talking to them about their disability. I've scoured the Americans with Disabilities Act and find no language suggesting that this is even appropriate. I no longer feel comfortable or safe going to any Disney property. I pay by month for my pass per our contract which extends into late 2025 and now can't use it at all.

  Business response

  12/20/2024

  Thank you for your correspondence. 

  Mr. ***** has been provided the appropriate information to speak with a Cast Member regarding Disability Access Services. 
  
  Kindest regards, 
  
  Guest Experience Support & Solutions
  **** Disney World Resort

  
  

  Customer response

  12/22/2024

   
  Complaint: 22709134
  
  I am rejecting this response because:  I hoped that at the very least, Disney would provide an adequate explanation as to why they require disabled customers to sign what appears to be a legally binding contract in order to have a ***** conversation regarding their disability and how Disney might accommodate that.  The lack of such an explanation shows a very significant lack of transparency on Disney's part.  I have come to the conclusion that much like their masterfully crafted (and enjoyable) attractions, Disney's commitment to corporate social responsibility is nothing more than an illusion.  It is quite obvious at this point that Disney is not going to budge from their position.  Therefore, I am left with no choice but to continue to pay for a service which I cannot use (I did sign a contract for the annual pass, after all).  When the time comes for renewal, I will not be renewing my annual pass.  If at some point in the future Disney decides to change their position and have an open conversation with no legally binding strings attached, I will gladly have that conversation with them.  However, I won't be holding my breath for it.  Toodles!
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We bought the photo pass but never had a chance to use it due to insufficient photographers and long waiting time. The pass has never been activated as a result. We reached out to the service team in the park and sales team online but got no help. It's not the first time that we visited Disney and that's why we wanted to purchase the photo pass in advance this time as we trusted the service provided by Disney. ***********, we have annual pass now so we won't need any Photo pass in the future.

• Initial Complaint

  12/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought 6 lightning lane passes on November 4th for me and my family which we were completely unable to use. The main rides did not allow lightning lane and the one ride we got to use it on the line for the lightning lane was a whole lot longer than the regular line. It was a complete waste of money if it cannot be used on the rides with actual long lines.

  Business response

  12/19/2024

  Thank you for your correspondence on behalf of Ms.*******.

  We regret ************ concerns with her recent visit. For further assistance she is welcome us to contact us directly at *****************************************************************************************************************************. 

  Kindest regards, 

  Guest Experience Support & Solutions

  **** Disney World Resort 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩