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What would you have done? (I was walked out of Disneyland Paris) very long!

sml2181

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Just curious - if this would have happened to you, what would you have done - and do you think I still should do something?

Before this happened to me, just some information. The last time I visited the resort was almost 10 years ago. We have had annual passes in Orlando for the last 10 years. This year we decided to treat DH's family to a week long trip to the Marriott's Village d'Ile de France (we are regulars there) - some II exchanges and some private exchanges made it possible that we had 10 units. We bought 17 Disney day passes and 11 annual passes (the annual passes are in a completely different price range than the Orlando passes - much less expensive - , but still).

As you can imagine (or maybe not), it took me quite some time and work to "host" such a party. I had been quite busy with preparations, and by the time we were actually at the park, at a certain point, it must have been 3.15pm or so (I didn't wear my watch but I received a phone call at 3pm after which I put my phone in our bag), everything got a little too much for me. So I told everyone to just go ahead, but that I needed some rest and some coffee. They arranged the coffee for me and left me at one of the benches in front of the castle. They would be back right after a certain show (the one with the cars and stunts), which would only last for maybe 15 minutes. They took all our bags, which included my phone and my wallet - and most importantly - my entrance ticket.

After I finished my coffee, I was approached by a security guard. She asked me to show her my entrance ticket. "Sure" I said, but then I remembered that it was in my wallet, in our bag, which DH had taken with him - and he was at the other park. I explained this, and I told her that my family members would be back soon and I would be happy to show her my ticket after their return. Then I was told that I couldn't wait for DH in the park and she asked me to follow her.

At this point, I did not really think much of the situation, other than that it did feel a bit unreal.

Before I knew it, I was walked outside the gates. Not in the area between both parks, but completely outside, near the station and the bus stops. At that point I asked whether I could call my husband. And at that point she stopped speaking French - I tried English but she couldn't or wouldn't understand that at all. I tried to speak to some of her colleagues. Then I started to panick and I raised my voice (ok, should not have done that), and I asked the same lady again to guide me to a place where I could at least call DH. To no avail. She left and told her colleagues to watch me.

So no entrance ticket, no money, no credit card and no phone (I know now - very very thoughtless.) I could see the people coming back to the Magic Kingdom from the Studio's. The area between the 2 parks was getting very crowded and although I couldn't see much, I did see DH coming out of the Studio park. I wanted to scream but it was so crowded that he couldn't have heard me.

I begged (at least that's how it felt) people to let me use their phone. I saw my family members looking for me but they didn't see me because they didn't have a clue where to look for me, and, I was not allowed to come close to any of the gates. And the lines got heavier. At all gates, security was telling me to back off.

Finally, there was this nice German lady who let me use her phone. I called DH - and tried to explain where he could find me. After a lot more hassle and discussions with security, he was finally allowed to take me with him.

By the time we met our family members, the 7pm Parade was almost at it's end.

I didn't want to make a big fuss out of this. However, everyone had panicked and my daughters and nieces are still in tears when thinking of it. My first priority was to make sure we could end the day on a positive note - we had lost more than 3 hours. Some of the kids in our party had never been to Disney before, and may never go back again, so I really didn't want to spoil the rest of the evening. I just laughed it away and I told the kids that security simply did what they were supposed to do and that I had been the one in fault. This was also not too long after the Boston bombings, so I explained to the kids that it was in their best interest that security had been so strict. Looking back, it might have been strange to see a single lady sitting on a bench - all by herself. I don't know. I don't think I look dangerous or suspicious, but you never know and you learn something every day.

The rest of the week we were busy with other things (we got a new king we had to watch on TV, we had to visit Paris twice, Provins and the Chateau Vaux le Vicomte) and our own family of 6 was leaving a day early because we had to take a short trip to Dallas. We also had some other stuff going on so we just didn't make this a priority in our minds. However, my children were really upset immediately.

A few weeks have passed during which I have been very busy with other, more important things in life. But, it is in the back of my mind every day and everyone tells me this is ridiculous. As I mentioned, my daughters have been REALLY upset and they are at the point that they never want to go to Disney again. Same for my boys and most of our family members. (Remember the annual passes?) My friends have been urging me to do "something". I just don't know what that "something" should include, or to whom to turn. And in a way, I do feel that tight security is a good thing, especially on these very busy days. I feel it is just too bad it happened to me. And yes, I do feel that they picked the "wrong" person, but in all honesty, that is because of the number of passes I bought that day!

So my questions to you: would you have done anything and do you think I still should do "something"?

And sorry for the long post...
 

DebBrown

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Well, I don't know what you could do at this point. You already know what you could have done differently: keep your ticket, wallet and phone with you! I do know how something like this can haunt you. You need to move on. It sounds like you have had many wonderful Disney trips. Don't let one bad experience ruin it. You've got those annual passes to use!

Perhaps if you write a letter and get an apology, it will help? Others will have better ideas.

Deb
 

bogey21

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I would write a simple letter to Disney; tell them what happened; how much you spent for tickets; that you will never be back; and that there is no
need for them to respond as there is nothing they can do to make it right. Personally, I would follow through and never go back to Disney.

George
 

Patri

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No, I don't think you should do anything. But I do find it odd they took you out of the park. You couldn't have gotten in without a ticket. But this really is a lesson to never be without a phone or ticket.

If anything, just a letter explaining how this frightened your family (and you), and Disney courtesy should at least let you use a phone (they could even dial).
 

presley

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If you bought 11 annual passes and never plan on returning, you should contact someone high up and let them know what happened and why you don't plan on going to the park again. Maybe they will refund your annual passes.
 

stmartinfan

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I think you should write a letter to let Disney management know how poorly you were treated. While perhaps you should have had your ticket on your person, I doubt there's any signage announcing this is a requirement. And it's not unreasonable to assume that once you pass through the gates, you should be considered a legitimate guest and not subject to additional review of your ticket, especially when you weren't in any way being disruptive.

Find the name of the senior management person for the park online and address your letter to him/her. Describe in detail as you did above what happened and how it negatively affected your family's enjoyment of the day. Explain that you could have accepted that security person's demand to leave, but found it very unreasonable that they were unwilling to help you with a phone call and the distress this caused to an innocent family. Ask if this is Disney policy, or if a security person acted overzealously.

If you want something specific--like a refund of your tickets--ask for it. Or state that you hope they will find a way to compensate your family for the harm they did to your day. If you really plan to never return because of this, tell them that and why.

You may not get a satisfactory response, but companies usually do want to do the right thing. Even if you don't get a good response, you still get the satisfaction of having made the effort and that may be worth it to you.
 

csxjohn

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I would have done it differently from the start. I would not have left the park peacefully. They would have had to get the police involved to remove me since I would have been a paying customer and in the park legally.

I would not have threatened anyone in anyway but my voice would have been loud and they would not put their hands on me to remove me without a big hassle.

Now, once the police get involved, which I'm sure Disney would not want, my feeling is they would have had the sense to check out my story and wait the 15 mins. for the family to return with my ticket.

I don't usually think people are due compensation for trivial thing, but this is different. I'm thinking I would get a lawyer to write a letter for me explaining the situation and demand compensation for the tickets and the pain and suffering you were caused.

But that's just me.
 

DeniseM

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Finally, there was this nice German lady who let me use her phone. I called DH - and tried to explain where he could find me. After a lot more hassle and discussions with security, he was finally allowed to take me with him.

By the time we met our family members, the 7pm Parade was almost at it's end.

I'm confused - if they walked you out at 3:15, and your husband was in the show for 15 min. Where were you from the time you reconnected with your husband until 7:00?
 

siesta

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I would have done it differently from the start. I would not have left the park peacefully. They would have had to get the police involved to remove me since I would have been a paying customer and in the park legally.

I would not have threatened anyone in anyway but my voice would have been loud and they would not put their hands on me to remove me without a big hassle.

Now, once the police get involved, which I'm sure Disney would not want, my feeling is they would have had the sense to check out my story and wait the 15 mins. for the family to return with my ticket.
i agree, and I would have not moved. There is no way a flash light security guard would have gotten me to move either. Only a gun and a badge would have accomplished that, and by the time they arrived 15 minutes would have likely passed and my ticket would be back in my possession.
 

x3 skier

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Errors on both sides here. I think Disney's was in refusing to help you contact your family while the larger one was yours in leaving all the items in another's hands.

I think Disney acted reasonably with the exception of not helping you after they escorted you from the park.

Rather than threats to never darken their door again or some other dire consequences, I would send a polite letter explaining the incident and asking for the Disney procedure for the ejection of a person without any identification and/or ticket who is found inside the park. I would include a suggestion for a modification of whatever the procedure might be to also assist the person ejected with any reasonable request to contact someone. This would have two good effects, first to possibly add to the procedure such contact assistance or secondly, if it already is the standard procedure, identify that is was not followed in this instance.

Cheers
 

talkamotta

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I would write the letter and tell them how poorly you were treated. 11 annual passes is a big deal.

My son in law worked for Disney in client services and he was allowed and encouraged by Disney to do what was necessary to keep the Guest Happy. Disney isnt Disney without the magic. He told me a number of stories where he was very generous.
Im sorry you werent treated well.

If nothing happens then at least you tried and you will feel that you did what you could. Then let it go.
 
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sml2181

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I'm confused - if they walked you out at 3:15, and your husband was in the show for 15 min. Where were you from the time you reconnected with your husband until 7:00?

I am sorry for the confusion. Although I did see my husband leaving the Studio's, he did not see me. It took time before I was able to call him thanks to this kind lady. According to DH's phone, it was a little before 6.30pm when I called him. Then it took time before he could take me with him - back to our group.
 

Big Matt

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There is one thing that I don't understand.

Why did they approach you and ask you for your pass to begin with? I've been to Disney in the United States in both CA and FL about 30 times total and have never, ever had anyone ask to see my pass.

I would simply have said that my husband has it and he's in the car show. I'm waiting for him.

Something doesn't add up here. If they were really targeting you for some reason, I would have wanted to know. Maybe they were looking for someone and you fit the description.
 

sml2181

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Thank you for the replies and suggestions.
It is good to hear some unprejudiced opinions, because as always, those who know me will always tell me how wrong Disney treated me.

I know (now) that I should indeed carry my possessions with me all the time. Of course I knew that before, but now I know why. ;) Lesson learned.

I do think it is odd that they approached me. I hadn't been sitting there for that long - how long does it take to finish a cup of coffee? The reason I mentioned our Orlando annual passes in my first post was to show that I have been to these parks many times. But, I am not a huge crowd person at all and I have been sitting and waiting for my family in Orlando many times. Just as in Paris, in a seating area with a drink - just minding my own business and just being happy. Not once have I been approached by a security guard!
Of course, now I am not sure whether this says something about Orlando or about Paris.

I also think that they should have offered me to at least use a phone.

In hindsight, I have had many thoughts about how I should have handled this. Not moving at all has crossed my mind. But I am truly not sure what I would do should there be a next time. It never occured to me that anything like this could happen. And it really caught me by surprise.

I am not looking for financial compensation, and I am sorry if it may have looked like I did in my first post. I think an apology for not letting me make that call would go a long way. I do have to admit that I regret the annual passes - but then again, I am only human.

I will write a letter to inform them what happened, and ask them about their policy.

Thank you again for your thoughts, you have given me the opportunity to clear my thoughts and I will move on.
 

sml2181

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There is one thing that I don't understand.

Why did they approach you and ask you for your pass to begin with? I've been to Disney in the United States in both CA and FL about 30 times total and have never, ever had anyone ask to see my pass.

I would simply have said that my husband has it and he's in the car show. I'm waiting for him.

Something doesn't add up here. If they were really targeting you for some reason, I would have wanted to know. Maybe they were looking for someone and you fit the description.

Thank you.

That has crossed my mind as well.

I don't know why they approached me. I just wrote another post that this has never happened to me in Orlando (or California for that matter).

I told the lady from security that I was waiting for my husband and that he had my ticket with him. I was asked to follow her, and before I knew it I was walked to the gate. There she told me that I should wait there - outside the parks.

All the guards at the gates were armed with what I would call machine guns I guess, but, I don't know anything about weapons. They carried them on their shoulders if that gives you a better idea. That made me think that they had a reason for such tight security.
 

heathpack

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Sorry, IMO Disney was completely in the wrong. They created the conflict by asking you for a ticket when you were sitting quietly on a bench, then they did not help you solve it by letting you make a call. There have been many times when we are traveling in a group of 4-5 people and one of us gathers all the admission tickets up to go get fast passes. So I know for a fact that people in our party have been without admission media for brief periods of time while in the park. ABSOLUTELY if this happened to me, I'd be livid.

It also should not be a requirement that one must carry a cell phone on them in order to be able to save oneself from Disney security.

I'd write to Disney & inform them of this insane treatment that you received. I'd in no way apologize for having become temporarily separated from your ticket/phone. If the annual passes will go unused, I'd ask for a refund of the difference between a single days admission and the AP price. I'd probably also ask for a pro-rated refund of 3hrs worth of wasted time while all this was sorted out, but heck that's me.

I'm pretty shocked by the TUGgers here telling you it's your fault, you got separated from your ticket for a few minutes. Sheesh, these things happen all the time. No WAY would I let Disney off the hook for this one.

H
 

"Roger"

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To me, it sounds as if they were in a high security alert situation. I would cut them some slack.

Could you imagine if there had been the warning of a potential threat, there had been an incident, and they had not taken extra precautions? That would have been a true scandal.
 

GregT

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I would also write the letter -- Disney won't be proud of the situation (even if there were "legitimate" reasons) and you have the satisfaction that you at least responded to the ill-treatment.

Best,

Greg
 

heathpack

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To me, it sounds as if they were in a high security alert situation. I would cut them some slack.

Could you imagine if there had been the warning of a potential threat, there had been an incident, and they had not taken extra precautions? That would have been a true scandal.

How Disney COULD have reasonably handled this:
1. Wait with patron 15 min until his/her party returns
2. Remove patron to security office and allow a phone call
3. Remove patron from park, take the cell phone number of others in party and call them to inform of situation and location of the ticketless patron.

H
 

janej

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I don't think there is a requirement for a person to have a cell phone and a ticket at all time in Disney parks either. I often take my kids' tickets when they go on rides. They have no need for tickets except fast passes. If we visit Disney in Paris, we would not pay extra for each of us to have a working cell phone.

What kind of threat could you pose when you don't have anything with you? How would it help them for you to be just outside of the gate if you were a true terrorist? The situation was very bizarre.
 

JudyH

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I would not have moved and insisted on seeing a manager.

I love Disney. I love France. I love all things French. But, perhaps the security guard had an "attitude" issue?

That's why I would have not moved and made them bring over other management.
 

csxjohn

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sml2181, I don't know your ethnicity so I have to ask, was this possibly racially motivated?

It seems strange that you would be approached unless the security person was in some way profiling. Then at least there may have been a reason, but not in any way a valid one.

As I stated earlier, you were in no way in the wrong, the security person was.
 

MOXJO7282

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I don't think there is a requirement for a person to have a cell phone and a ticket at all time in Disney parks either. I often take my kids' tickets when they go on rides. They have no need for tickets except fast passes. If we visit Disney in Paris, we would not pay extra for each of us to have a working cell phone.

What kind of threat could you pose when you don't have anything with you? How would it help them for you to be just outside of the gate if you were a true terrorist? The situation was very bizarre.

I agree its pretty bizarre. Why would the guard ask to see a ticket if you were already inside the park? That makes no sense.

I would have gotten my ticket then went to see a manager and asked why I was so rudely treated. Maybe the park has a rampant illegal entry problem with several people using the same ticket but they could have explained that on the spot and that would have made sense and I would have understood that.
 

chriskre

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This definitely warrants an overview by upper Disney management.
This is just so wrong on so many levels. :annoyed:

Sorry this happened to you at the happy place. :(
if this had happened to me they would definitely be hearing from me.
I would also consider linking this thread to any email correspondence.;)
 

LAX Mom

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I agree with many of the previous posters, Disney handled this situation very poorly. I can't imagine why they would have treated you in this way.

When we visit Disney as a family I usually hold onto all the tickets, get the fast passes & distribute them as needed. As a parent I always felt more secure with the tickets in my possession.

I've been to Disney Paris twice, but it was several years ago. I don't recall armed security at the entrances. Is this something new? Perhaps they were on a high level threat alert?
 
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