For my lost post I wanted to talk a little bit about the College Program as a whole and talk about it from the view of a participate and from the view of the Walt Disney Company.
A few things that I learned about the program from some of my managers. As CPs we got paid $7.25 an hour. Turns out that The Walt Disney Company only pays $1 of that. This is because the entire program is set up as an educational internship, and because of that the rest of our wages are paid for by a government grant. Also, the three housing complexes that are set up for the CPs were donated to The Walt Disney Company by the Coca Cola Company. This was done to secure the pop deal with Disney. Disney then collects about $95 a week from each CP for rent. With about 6,000 CPs on the program that money quickly adds up. Granted, some of that goes tot he upkeep of the complexes and paying for the security and administration of the three complexes, but Disney is banking some serious cash in this deal.
Some CPs were upset when they heard about this because it appears as if Disney is actually making a profit off of this whole thing. They were left with the feeling that Disney is a very greedy company. However, I never really felt that way. Now, a part of it could be that I grew up a Disney fan. I went to the theme parks and all the movies as a child. So, maybe I have bought into the "magic" and my opinion is a little skewed. However, let me back up my position. This is such a great opportunity Disney does for college students. You can earn credit for an internship with your school. You can also take other classes with Disney that are approved for credit. Disney also offers classes in their Exploration Series which cover topics such as leadership (which I took), hospitality management, guest service, and Disney heritage. These courses are offered free of charge and you get an inside look at how Disney trains their managers and workers in the way that has made it the vacation destination of the world. Also you could sign up for an hour class on resume writing, cover letter writing, and acing the interview classes free of charge.
Aside from the credit and course work Disney set up many outings that you could sign up for. These included trips to Sea World, Busch Gardens, Universal Studios, Orlando Magic basketball games, Tampa Bay Lightning games, Kennedy Space Center, and to the beach. Aside from these trips Disney set up events for us CPs such as Welcome Part )with free food), Night of Stars (a talent show), Grocery Bingo, end of program formal dance (with amazing free food), end of program graduation event (where we got our graduation diploma and ears, and more free food).
All of these events and classes were free to the CP but there was costs associated with holding these events for the company. They also held a free Thanksgiving and Christmas dinner for the CPs. So while we didn't get paid a whole lot, and Disney took almost half our paycheck for rent each week, I felt like they did take good care of us in other ways. Add to all of this that we got to live in central Florida for 5 months!
Some CPs were there just to have fun which I can understand. However, if you were there to learn as well as have fun you came away with so much from this program. I also need to mention that the CP is a great way to start your career with the company. At the end of my program I switched to "seasonal status." This means that I am still an active employee of The Walt Disney Company. In order to keep this status all I have to do is work 2 weeks a year and once every 6 months. I am looking at applying for a management internship once I graduate from EMU this December and still being an active employee will help my chances.
If I had not switched to seasonal status at the end of my program and I later wanted to work for Disney again I would have to go through the general casting procedure, and Disney is not actively hiring at the moment.
Another way Disney took care of us CPs is by giving us all the perks that a full time cast member receives. We got free park admission for ourselves and our Main Gate Pass. This card allows us to bring friends and family into the parks for free 6 times a year and each time we can bring up to 3 people in with us. We also got the 20% off on all merchandise, which moved to 50% off during the holidays. We received the free copy of Toy Story 3 that all cast members received. We got the Disney Holiday Gift which had a book full of coupons and free stuff inside including dining coupons, free pictures, free food, and discounts at the Company D store, which is for cast members only. We also received the free Christmas ornament.
I guess what I am getting at is Disney really didn't have to give us CPs all this. I mean, we work for the company for only 5 months and then we are gone, some of us forever. Why give the CPs all the same perks as full time employees? It made me feel truly apart of the Disney Family, and made me want to do the best possible job every single day.
Now, who ever came up with the College Program is a genius. I already mentioned how much Disney actually pays us, and because we are CPs we got the shifts that the regular cast members always requested off...meaning we closed the parks. Those late night shifts where the park doesn't close till 3 AM at the Magic Kingdom? CPs are the ones doing those shifts. Also, it fills out the Disney workforce. About 6,000 CPs work each 5 month program, that's 12,000 CPs in a year. So Disney gets cheap labor, a lot of it, and people to work the shifts that the regular cast members put on their "not available card." Also, with all the discounts we get a lot of CPs (like myself) give so much money back to the company buying souvenirs and other merchandise only available for cast members.
Another benefit? The College Program is a great way to "hook" people. So many cast members started on the College Program, and almost all of my managers worked the CP. It almost serves as a proving ground for the company.
Overall I loved my time at Disney and I really want to have a career with the company. I felt very well taken care of, and felt a part of the Disney Family, and loved creating magic for our guests!
Monday, January 17, 2011
Week 16
I had an interesting guest experience this week. We call this following situation a code 22, which is an unruly guest.
I was working the back gate at Epcot, International Gateway, which leads to the Yacht and Beach Club, the Boardwalk, and the Swan and Dolphin hotel. It was the very end of the night and I was closing with one other cast member. I was putting the covers on the turnstiles when I heard a male guest yelling and screaming obscenities. This cast member I was working with is known for being rude to guests so I can only imagine what she has done this time.
I should take time now to say that while closing we have four main tasks. 1) Wish every guest a good night. 2) Open the gate for strollers to exit. 3) Make sure any rented Electronic Cart Vehicles do not leave the park. 4) Make sure no alcohol leaves the park. When looking for alcohol we are trained to look at the cups, not what is inside the cup its self. A clear plastic cup WITH a lid on it is fine to leave the park as those are nonalcoholic drinks. However, clear cups WITHOUT a lid are not allowed to leave the park because these drinks are alcoholic.
Now, back to the situation. So I start to walk over to try to defuse the situation. The guest is obviously very drunk and clearly upset at something that just occurred. Apparently the man had a clear plastic cup without a lid on it containing a clear liquid. My fellow cast member instructed the man to finish the drink before he left the park or to throw it away. The man decided to throw the drink away. As he was doing this another guest walked by with a clear plastic cup with a lid on it containing a clear liquid and he was allowed to exit with the drink.
Well this sent the drunk guest into a tantrum demanding to know who gave the cast member the authority to choose what can and cannot be taken out of the park. He claimed his drink only contained water. He was very upset that he had to throw away his cup of water...he had some very colorful language. Now, this could have been defused rather easily if my fellow cast member would have explained calmly why the other guest was allowed to leave. Instead, she did what she usually does when any guest starts yelling-she completely ignored the guest. This only further enraged the guest.
So I approach the guest and his wife, knowing that I am dealing with two very drunk guests, and with a smile, say, "How can I help you sir?" To my surprise he is very calm with me explaining what had happened. His wife was trying to pull him out of the park to get him to leave which angered him and he started yelling again. At that point I waved our security guard Richie over just to be safe. Richie takes the lead and soon the guest and Richie are screaming at each other filled with obscenities. Richie walks away from the guest and again he turns towards me, and again, very calmly says, "Tony, may I please speak with a manager?" I tell him I will call for one and place the call using our code 22 on the phone so the manager knows what to expect when he comes in.
When the manager comes over he first talks with Richie and then moves over to the guest. The guest explains what happened and the manager goes into our gift shop and gives the guest a free bottle of water. I was torn on this action. On the one hand I can see why the manager gave the free bottle of water. The guest did have a cup of water thrown away for no reason (our cast member should have known it was water) and honestly giving away a bottle of water costs the company nothing because the Coca Cola Company gives us bottles of pop and water free while they make most of the profits on fountain drink sales. So it was a quick and cost free way to make an upset guest happy and it would get the drunk guest away and back to their hotel quickly.
However, this guest treated two cast members very poorly (I think he treated me well because I treated him well even though he was drunk), He was swearing as families with small children were leaving the park, and he got that water from a fountain so it didn't cost him anything. So in that regard I wish the manager had just had the guest escorted from the park, but, from a business stand point I understand why the bottle of water was given. It was a quick way to defuse the situation, and it didn't cost the company a thing. A win-win in the manager's mind.
I was working the back gate at Epcot, International Gateway, which leads to the Yacht and Beach Club, the Boardwalk, and the Swan and Dolphin hotel. It was the very end of the night and I was closing with one other cast member. I was putting the covers on the turnstiles when I heard a male guest yelling and screaming obscenities. This cast member I was working with is known for being rude to guests so I can only imagine what she has done this time.
I should take time now to say that while closing we have four main tasks. 1) Wish every guest a good night. 2) Open the gate for strollers to exit. 3) Make sure any rented Electronic Cart Vehicles do not leave the park. 4) Make sure no alcohol leaves the park. When looking for alcohol we are trained to look at the cups, not what is inside the cup its self. A clear plastic cup WITH a lid on it is fine to leave the park as those are nonalcoholic drinks. However, clear cups WITHOUT a lid are not allowed to leave the park because these drinks are alcoholic.
Now, back to the situation. So I start to walk over to try to defuse the situation. The guest is obviously very drunk and clearly upset at something that just occurred. Apparently the man had a clear plastic cup without a lid on it containing a clear liquid. My fellow cast member instructed the man to finish the drink before he left the park or to throw it away. The man decided to throw the drink away. As he was doing this another guest walked by with a clear plastic cup with a lid on it containing a clear liquid and he was allowed to exit with the drink.
Well this sent the drunk guest into a tantrum demanding to know who gave the cast member the authority to choose what can and cannot be taken out of the park. He claimed his drink only contained water. He was very upset that he had to throw away his cup of water...he had some very colorful language. Now, this could have been defused rather easily if my fellow cast member would have explained calmly why the other guest was allowed to leave. Instead, she did what she usually does when any guest starts yelling-she completely ignored the guest. This only further enraged the guest.
So I approach the guest and his wife, knowing that I am dealing with two very drunk guests, and with a smile, say, "How can I help you sir?" To my surprise he is very calm with me explaining what had happened. His wife was trying to pull him out of the park to get him to leave which angered him and he started yelling again. At that point I waved our security guard Richie over just to be safe. Richie takes the lead and soon the guest and Richie are screaming at each other filled with obscenities. Richie walks away from the guest and again he turns towards me, and again, very calmly says, "Tony, may I please speak with a manager?" I tell him I will call for one and place the call using our code 22 on the phone so the manager knows what to expect when he comes in.
When the manager comes over he first talks with Richie and then moves over to the guest. The guest explains what happened and the manager goes into our gift shop and gives the guest a free bottle of water. I was torn on this action. On the one hand I can see why the manager gave the free bottle of water. The guest did have a cup of water thrown away for no reason (our cast member should have known it was water) and honestly giving away a bottle of water costs the company nothing because the Coca Cola Company gives us bottles of pop and water free while they make most of the profits on fountain drink sales. So it was a quick and cost free way to make an upset guest happy and it would get the drunk guest away and back to their hotel quickly.
However, this guest treated two cast members very poorly (I think he treated me well because I treated him well even though he was drunk), He was swearing as families with small children were leaving the park, and he got that water from a fountain so it didn't cost him anything. So in that regard I wish the manager had just had the guest escorted from the park, but, from a business stand point I understand why the bottle of water was given. It was a quick way to defuse the situation, and it didn't cost the company a thing. A win-win in the manager's mind.
Sunday, December 26, 2010
Week 15
This week I want to talk about Disney's attendance policy. Employees don't get a set number of sick days to use throughout the year like many other companies use. Instead, if you call in, sick or otherwise, you get a point on your record card. If you have 3 points in 30 days, or 6 points in 60 days, or 9 points in 90 days you get a reprimand. Five reprimands in a year and you can be terminated. Other ways to earn points, full point or half a point, is to clock in late, forget to clock out, or have a no call/no show.
Even if you are legitimately sick, with a doctor's note, you still get a point on your record card. The only exception is that if you miss 3 days in a row due to being ill if you bring in a doctor's note to health services they will merge the 3points into a single point on your record card. You can only do this once every six months.
When I first heard of this policy I didn't agree with it. I felt that it penalized you even if you really were sick. I thought that it encouraged people to come into work even if they were ill and that just helps spread germs and sickness. However, after taking a harder look at it and seeing just how many days/time you need to miss in order to actually be in danger of losing your job, it doesn't seem like too bad of a policy. It just tends to gnaw at those, like me, who are a little OCD about points on their record cards.
I can see why Disney uses this policy though. With 60,000 employees there needs to be a system in place to keep tabs on employees' attendance. This points system is easy for anyone to look up, employer and employee, and easy to see where the employee stands and their attendance history. The only other system I could come up with that would work would be to give each employee X amount of sick days for the year for the employee to use as they see fit. From an employee stand point this would be good because we would not have to worry about our record being affected by us calling in sick. However, looking at it from Disney's point of view, they might see a problem with this because it may give people incentive to just call in sick to use up their days even if they are not actually sick. This could present a problem for Disney on the busy holidays such as Christmas, New Years, Easter, and Thanksgiving, where employees might just call in so they can spend the day with their families.
Even if you are legitimately sick, with a doctor's note, you still get a point on your record card. The only exception is that if you miss 3 days in a row due to being ill if you bring in a doctor's note to health services they will merge the 3points into a single point on your record card. You can only do this once every six months.
When I first heard of this policy I didn't agree with it. I felt that it penalized you even if you really were sick. I thought that it encouraged people to come into work even if they were ill and that just helps spread germs and sickness. However, after taking a harder look at it and seeing just how many days/time you need to miss in order to actually be in danger of losing your job, it doesn't seem like too bad of a policy. It just tends to gnaw at those, like me, who are a little OCD about points on their record cards.
I can see why Disney uses this policy though. With 60,000 employees there needs to be a system in place to keep tabs on employees' attendance. This points system is easy for anyone to look up, employer and employee, and easy to see where the employee stands and their attendance history. The only other system I could come up with that would work would be to give each employee X amount of sick days for the year for the employee to use as they see fit. From an employee stand point this would be good because we would not have to worry about our record being affected by us calling in sick. However, looking at it from Disney's point of view, they might see a problem with this because it may give people incentive to just call in sick to use up their days even if they are not actually sick. This could present a problem for Disney on the busy holidays such as Christmas, New Years, Easter, and Thanksgiving, where employees might just call in so they can spend the day with their families.
Thursday, December 23, 2010
Week 14
This week I finally got my Discovery Day, which is the orientation for Ecpot. My day was pushed back because of the mishap in my training and being assessed. So I have been working at Epcot for a few weeks already before I had my orientation. This presented me with the unique opportunity to take a step back and assess the orientation as a leader because I knew all the information being presented.
The class was led by two facilitators and we were split into two groups. We rode the backstage bus system and toured the front of the park. However, instead of just letting us in the back through a backstage gate we were forced to go through the turnstiles which I thought was needless. We then picked up a park map and took a ride on Spaceship earth which was something fun to do. After that we toured the entire front part of the park which is called Future World. The facilitator talked about each attraction and what it was all about. He asked question to the group to see if anyone knew anything about each attraction. Since I had already been working at Epcot for a bit I kept quiet and let the others try to answer because I knew all of the information. We then walked towards World Showcase but we could not walk through all the countries because that part of the park is not open till 11 and it was only 10 in the morning. Again, this seemed a little strange. Why weren't we allowed to walk back there when there was no one around?
Instead we took up a spot in front of the lagoon and just pointed to each country and talked about what was found there. Again, the facilitator was asking questions like, "What ride is there? What restaurants are there?" Everyone had to look at their maps to answer these questions. Then the facilitator got very specific asking us what bands play at each countries. I didn't even know the answers to all these questions because they are such a minute detail about each country.
We then met up with the other group and talked about first aide and creating magical moments. We were also asked throughout the tour about The Disney Basics which I am well versed in by now. After that we walked back to the Cast Services Building and got a mini tour of it. Then we made our way back to the room where we learned a little about the history of Epcot which I found fascinating but then things got a little cheesy in my mind. We had about a 45 minute discussion on how important diversity is. I thought this time would have been better served giving more information about getting your costume, or taking the bus to the backstage areas in World Showcase which is very confusing the first time you have to use it. I thought I got a much more comprehensive orientation at Blizzard Beach than at Epoct. With Epcot being such a huge theme park things are on a much bigger scale and yet I felt like the orientation didn't tell the new cast members the really important things that would make their first few days easier.
The class was led by two facilitators and we were split into two groups. We rode the backstage bus system and toured the front of the park. However, instead of just letting us in the back through a backstage gate we were forced to go through the turnstiles which I thought was needless. We then picked up a park map and took a ride on Spaceship earth which was something fun to do. After that we toured the entire front part of the park which is called Future World. The facilitator talked about each attraction and what it was all about. He asked question to the group to see if anyone knew anything about each attraction. Since I had already been working at Epcot for a bit I kept quiet and let the others try to answer because I knew all of the information. We then walked towards World Showcase but we could not walk through all the countries because that part of the park is not open till 11 and it was only 10 in the morning. Again, this seemed a little strange. Why weren't we allowed to walk back there when there was no one around?
Instead we took up a spot in front of the lagoon and just pointed to each country and talked about what was found there. Again, the facilitator was asking questions like, "What ride is there? What restaurants are there?" Everyone had to look at their maps to answer these questions. Then the facilitator got very specific asking us what bands play at each countries. I didn't even know the answers to all these questions because they are such a minute detail about each country.
We then met up with the other group and talked about first aide and creating magical moments. We were also asked throughout the tour about The Disney Basics which I am well versed in by now. After that we walked back to the Cast Services Building and got a mini tour of it. Then we made our way back to the room where we learned a little about the history of Epcot which I found fascinating but then things got a little cheesy in my mind. We had about a 45 minute discussion on how important diversity is. I thought this time would have been better served giving more information about getting your costume, or taking the bus to the backstage areas in World Showcase which is very confusing the first time you have to use it. I thought I got a much more comprehensive orientation at Blizzard Beach than at Epoct. With Epcot being such a huge theme park things are on a much bigger scale and yet I felt like the orientation didn't tell the new cast members the really important things that would make their first few days easier.
Tuesday, November 30, 2010
Week 13
This was my second to last Leadership class and we met at Disney's Animal Kingdom.
We broke into groups and were given a hand out. We were to look at three areas: operations, merchandise, and food and beverage. We were to write down examples that we saw in the park when it came to services we provide guests, products we make available, innovations we use, and storytelling.
We found services like our FastPass system which allows guests to wait in a shorter line, rider swap passes, tram service to the parking, Disney's dinning plan, package pick up, and package delivery. We found products that were ride and theme park specific as well as products that you can buy property wide for the convenience of our guests. We also provide wheelchair and stroller rentals. We have both sit down restaurants and quick service ones that provide a variety of choices including vegetarian.
Innovation was our FastPass system as Disney was the first to come up with the idea, the Disney dinning plan which allows guests to pay a fee up front and get a number of meals throughout their stay, the ability to build your own ticket to meet your wants and needs, and the new automated ordering system at some of our quick service restaurants where you order off a touch menu.
This was a great activity to get us out of the class room and looking for the things that we have been learning during our class. It is one thing to sit in a classroom and be told about things but it is another to actually see what we have been learning in action. It really reinforces the learning and shows that Disney is committed to practicing what they preach.
We broke into groups and were given a hand out. We were to look at three areas: operations, merchandise, and food and beverage. We were to write down examples that we saw in the park when it came to services we provide guests, products we make available, innovations we use, and storytelling.
We found services like our FastPass system which allows guests to wait in a shorter line, rider swap passes, tram service to the parking, Disney's dinning plan, package pick up, and package delivery. We found products that were ride and theme park specific as well as products that you can buy property wide for the convenience of our guests. We also provide wheelchair and stroller rentals. We have both sit down restaurants and quick service ones that provide a variety of choices including vegetarian.
Innovation was our FastPass system as Disney was the first to come up with the idea, the Disney dinning plan which allows guests to pay a fee up front and get a number of meals throughout their stay, the ability to build your own ticket to meet your wants and needs, and the new automated ordering system at some of our quick service restaurants where you order off a touch menu.
This was a great activity to get us out of the class room and looking for the things that we have been learning during our class. It is one thing to sit in a classroom and be told about things but it is another to actually see what we have been learning in action. It really reinforces the learning and shows that Disney is committed to practicing what they preach.
week 12
This was Thanksgiving week and because of that we did not have a leadership class. I thought I would take the time this week to write about how the company treated us during one of our busier times.
No one wants to work on holidays but Thanksgiving and Christmas are two of our most busy days. The company provided our work area with a little Thanksgiving dinner in our break area. The company provided turkey, ham, stuffing, and mashed potatoes. There was plenty of food for the entire day as I went into work at 5 and I was still able to have two plate fulls during my breaks.
This is another example of a small thing that the company does for us to let us know how much they appreciate all we do and for thanking us for coming in to work on a holiday. I was told that the company will do the same thing on Christmas day.
Again, not a big thing, but it does go a long way to making us want to work for the company and making us feel like the company cares about us.
No one wants to work on holidays but Thanksgiving and Christmas are two of our most busy days. The company provided our work area with a little Thanksgiving dinner in our break area. The company provided turkey, ham, stuffing, and mashed potatoes. There was plenty of food for the entire day as I went into work at 5 and I was still able to have two plate fulls during my breaks.
This is another example of a small thing that the company does for us to let us know how much they appreciate all we do and for thanking us for coming in to work on a holiday. I was told that the company will do the same thing on Christmas day.
Again, not a big thing, but it does go a long way to making us want to work for the company and making us feel like the company cares about us.
Tuesday, November 23, 2010
Week 7
This week I experienced a unique guest situation. Every morning a life guard comes down and selects one family to be the first family and they get to open the park to by being the first to go down Summit Plummet, which is our tallest water slide.
One morning we had a father and a daughter at the gate an hour before we opened, which is unusual for this time of the year. One of our cast members started talking to them and they said they were from Georgia and were leaving latter that day and just wanted to get a few rides in before leaving for the airport. That was the end of it, or so we thought. Later, the lifeguard comes down and selects a different family to be the first family. The guest who was from Georgia threw a fit that he and his daughter were not selected. It turns out this family was not from Georgia but from Florida and are Disney Annual Pass Holders. They obviously knew that we do this magical moment every day and they wanted it to be them so they created this story in hopes of being selected. The man became very angry and we had to call security in just in case because we were worried about what the man might do. Later he yelled at the lifeguard who made the selection, demanded that his daughter gets the medal we hand out and then demanded to talk to the park's GM.
He told the GM that he told us he wanted to be the first family, which wasn't true, and that we had broken his daughter's heart for not being selected, and that we at the turnstiles had told him that we will make sure that he will never be the first family, again, not true.
So what happens to this crazy guest who threw a temper tantrum and cried in front of everyone? The GM set up a day for them to return to be the first family. The first day he picked out didn't work for the family so they had to pick another day. I found it absolutely ridiculous that this man was getting what he wanted after the way he had acted. The magical moment is suppose to be a surprise to an unsuspecting family, not a reservation system.
Two weeks later he was back and he got to be the first family and everything that goes with it. He was all smiles as the crowd applauded for him and his daughter, shaking the hand of the GM who was also there. This came on the heels of yesterday's first family taking time to stop on their way out to ask for a pen and paper to write a thank you note to everyone who made their day magical and special. Those are the ones who deserve to be first family, not this guy who acted like a three year old until he got what he wanted.
However, even though I didn't agree with the decision I can see why it was done. Disney is all about making every guest feel special and going above and beyond. For the most part deserving guests get the special things but every once and awhile you are going to get the type of people who will try to take advantage of Disney being Disney. You just have to understand that the deserving guests far out weigh the ones who aren't.
One morning we had a father and a daughter at the gate an hour before we opened, which is unusual for this time of the year. One of our cast members started talking to them and they said they were from Georgia and were leaving latter that day and just wanted to get a few rides in before leaving for the airport. That was the end of it, or so we thought. Later, the lifeguard comes down and selects a different family to be the first family. The guest who was from Georgia threw a fit that he and his daughter were not selected. It turns out this family was not from Georgia but from Florida and are Disney Annual Pass Holders. They obviously knew that we do this magical moment every day and they wanted it to be them so they created this story in hopes of being selected. The man became very angry and we had to call security in just in case because we were worried about what the man might do. Later he yelled at the lifeguard who made the selection, demanded that his daughter gets the medal we hand out and then demanded to talk to the park's GM.
He told the GM that he told us he wanted to be the first family, which wasn't true, and that we had broken his daughter's heart for not being selected, and that we at the turnstiles had told him that we will make sure that he will never be the first family, again, not true.
So what happens to this crazy guest who threw a temper tantrum and cried in front of everyone? The GM set up a day for them to return to be the first family. The first day he picked out didn't work for the family so they had to pick another day. I found it absolutely ridiculous that this man was getting what he wanted after the way he had acted. The magical moment is suppose to be a surprise to an unsuspecting family, not a reservation system.
Two weeks later he was back and he got to be the first family and everything that goes with it. He was all smiles as the crowd applauded for him and his daughter, shaking the hand of the GM who was also there. This came on the heels of yesterday's first family taking time to stop on their way out to ask for a pen and paper to write a thank you note to everyone who made their day magical and special. Those are the ones who deserve to be first family, not this guy who acted like a three year old until he got what he wanted.
However, even though I didn't agree with the decision I can see why it was done. Disney is all about making every guest feel special and going above and beyond. For the most part deserving guests get the special things but every once and awhile you are going to get the type of people who will try to take advantage of Disney being Disney. You just have to understand that the deserving guests far out weigh the ones who aren't.
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