These other guests were stuck on the lift hill at the end that returns boats to the loading platform for what they stated was over an hour.
My compensation was a front of the line ticket to any ride except Buzz Lightyear (it just opened that year). Their compensation was a free ticket to return to the park.
I think the compensation level should be based on the nature of the incident and the parameters of the evac. I simply had to step off the boat and walk through the set. They had to step off the boat onto a wet staircase and walk up to the emergency exit.
If a ride momentarily stops and experiences a temporary shutdown that causes effects and show to not perform properly, an immediate re-ride should be allowed.
In regards to the current suit, I hope more people read just past the headline and understand why the guy is suing Disney. I would like this to go to trial so that more details can be heard about the situation. I wonder if the gentleman was sitting there by himself at any point. But my guess is that this case will be settled out of court.
Interesting suit though!
The decision to try to restart without an evacuation can be a gamble. If it works, you've saved the everyone the hassle, and may have saved guests some time. But if it doesn't, you're just delaying the start of the evacuation and subjecting the guests to more inconvenience.
Again, I'll be writing more on this for Monday.
In the case of this disabled guest. Cast Members are not supposed to aid guest, disabled or otherwise, with getting on or off a attraction for obvious legal reasons. When a attraction suffers a downtime and a disabled guest is onboard, the Disneyland Fire Department is supposed to be called so that THEY may evacuate the guest. However, a Cast Member is supposed to remain with the guest while the firefighters make their way over and remain with them while they are evacuated.
The engineers were unwilling to release the occupants from the train, even as they were having difficulty restarting the mechanism. So there we were, baking in the summer sun (my hat safely stored away for the ride)for about 40 minutes. The sunburn I experienced made the rest of this vacation somewhat unbearable. Our compensation? "We're sorry for the inconvenience." No! "Are you ok?" No. Nothing.
Considering the park wasn't busy, a re-ride pass wouldn't do much good. Frankly, just staff making the best of the situation would have been enough. Maybe a food discount. But it was just the entire feeling that as a guest, I've inconvenienced the ride ops and engineers by being on a ride that broke down - that made it such a sour, burned-in-my memory-experience.
The whole 40 minute issue depends on how long the other guests had to wait. If it was a difference of less than ten minutes I don't think it's fair to sue. In fact, 40 minutes isn't that long for most people. If it's 40 minutes MORE than everyone else that is an issue, but how much should he be suing for? The amount that the park ticket is? That's the most this person has lost. It doesn't seem like seem like Disney were discriminating from what this article is saying.
But yeah, interesting case since it would seem to be that another outcome of waiting would be him getting hurt while exiting. That would cause litigation too I think.
but then we went on it again and the ride broke down TWICE for about 5min each time. it was a technical error that time. im not to upset about it, but if it had been for 40min, i would be pretty upset. i would probably ask for maybe 2 or 3 days of free tickets. i mean that wouldnt be to bad for them but again, it depends on the situation. technical error, most likely you deserve something, anything else pretty much goes by.
I've been stranded on Hulk for 30 minutes in the summer sunshine, USO did give us a cold bottle of water once they got us off the ride. Which in that situation is a very good idea to keep people and complaints down!
At other times I've spent 30 minutes or more on Spaceship Earth, Test Track, Space Mountain, Body Wars, Sky Ride, Kumba, Jaws, Cat in the Hat.. and those are just in the last 10 years or so.
Attractions do break down and getting the Handicapped off can be a challenge at times. I suspect this is someone who thinks they can get money easily with a discrimination suit using the ADA as a reason. In my experience (working downed attractions) most of them would rather wait until everyone else is evacuated from the ride car/train so the employees can focus on making sure the Handicapped guest has the extra help they may need.
No Song? ...I'd probably be ok.
...the water would be stained red with the blood of my boat-mates.
This is really a tough one to answer, but I would think theme park management at more respected park chains have the leverage and ability to deal with these incidents on a case-by-case basis.
I have never personally been stuck on a ride but I have witnessed others that have. I remember years ago at Six Flags over Georgia several guests receiving ride exit passes after getting stuck on (now removed) Deja Vu, which was notorious for getting stuck at the halfway point. I guess this is the reason this ride has all but disappeared from the SF chain.
1. If the ride experience is interrupted (such as a cascade on Space Mountain), riders have the option of either an immediate re-ride or an exit pass to return to that same ride later in the day. If the riders are stuck at a point in the ride that does not interrupt their experience (for example, first lift or earlier, or final brakes or later), there is no compensation. For guests stuck at the loading platform, they may either exit the ride or return to the load platform and wait it out if they have not ridden yet.
2. If guests are evacuated from a ride, the compensation depends on the amount of time stuck. Since all riders should be evacuated within a half hour, anyone evacuated within this timeframe recieves one exit pass good for any attraction in the park. If they are stuck for longer, they recieve two exit passes for 30-45 minutes, three for 45-60 minutes, etc. This time is measured from the declaration of the breakdown until the guest actually leaves the ride vehicle.
3. If a show malfunctions and guests are unable to see the entire performance, they are given their choice of an exit pass for any one ride or a pass allowing them priority seating at any one show. If the show malfunctions before it has started, there is no compensation.
4. If a special performance (fireworks or similar) is cancelled for any reason, there is no compensation (this one should be obvious).
5. In the rare event that a ride severely malfunctions and the park employees are unable to evacuate riders, instead calling in emergency services, all trapped riders are given either a free return ticket or a complete refund of their admission ticket if they choose to leave. If a guess desires, they may swap their return ticket for an unlimited exit pass good for the remainder of the current operating day (note: exit pass would be restricted to one use per ride per hour).
6. If it is known that guests will be stuck for an extended periond of time (more than 30 minutes), they should be given whatever might be called for due to weather (water if hot, sunscreen if sunny, etc.) free of charge.
I think this covers pretty much every situation that I can think of. I don't know what any park other than Disney does, but I'm guessing exit passes are probably the norm.
If I were stuck on a ride, sure it would be an inconvenience but that's technology for you. Sometimes things go wrong that are beyond the park's control. I wouldn't expect some outlandish compensation UNLESS I were stuck for a crazy amount of time, say an hour or more. If it were less than an hour, I say a simple fastpass (or equivalent) and sincere apologies would do. Anything more than an hour and I would think a comp ticket for one day at the park should be issued.
Word of mouth is everything when it comes to PR for places like theme parks and you HAVE to keep the guests happy. So if something happens that is beyond the park's control, friendly staff with explanations and apologies would go a long way.
A couple of years ago my kids and I got stuck on Space Mt and despite being able to make it back to the unloading area in a short amount of time we got a pass to ride it again whenever we wanted no big deal.
A month ago my kids and I got stuck, on our maiden ride no less, in HP's Forbidden Journey for 20 minutes. The ride started and we got past the first video screen, then sputtered and stopped several times before conking out for the 20 minutes. They turned on the house lights which was interesting however we were on our backs looking at the ceiling for most of the duration, then the ride finished without the remaining 2 video screens operational. Not much of a ride, honestly I DID expect a re-ride pass or if a temporary glitch a quick detour into the Express line so we could have a clean ride without another long wait. All we got was "here is your photo ticket go to the counter over there". How about a sorry still working out the kinks, or Voldemort was in the area, and don't even get me started on the recorded English (UK) voice saying they will keeps us informed and then don't?
All this being said we rode Rip-Ride-Rockit on the same trip and the music went out going over the top of the initial climb (not a good day for rides at Universal). I must say without the music the ride isn't as thrilling to me for some reason. Anyway, I did NOT expect a re-ride for that, of course it would have been nice but I got my ride even though I didn't get the "experience". Next day we were able to ride both rides without issue but my kids walked away saying Disney (and if THEY owned a park), they would have done it differently.
However, I just left the parks yesterday and found that every time something went wrong, people were complaining to the CM's. On Test Track, a random person was in a car with a family, and the family didn't the the look on the persons face in the photo so they wanted a 'fast pass' so they could ride again and get a better photo. On Space Mountain we heard people complaining because there were too many riders screaming and it was irritating them so they wanted to ride again (there were large groups of quinceañera girls there, and they were seriously loud, but its a roller coaster!). And I can't tell you the number of folks I saw walking around with the 'Guest Accommodation Pass' hanging around their neck. Not trying to stir up a hornets nest, as I have an 'invisible' disability myself (Lupus), but it seems to fit in with the 'something for nothing' issue of late.
Do they owe you something?? Have they caused an injury to you or have somehow discriminated again you? Yes - if not, I'm thinking no... As Robert said, maybe a 'fast pass' or a nice backstage tour on the way out, but compensation?
I was stuck on Splash Mountain for just under an hour in 2004, right at the base of the conveyor belt that goes up to the final drop. It felt like a lot longer BUT you just be an adult about it, strike up a conversation with everyone and try to find the enjoyment of the situation you're in.
In 2008 I got stuck on Pirates just before the ride's first drop. Actress Diane Keaton was on the boat with us. Everyone had a great time just talking and enjoying the ambiance. I don't care what the whiners say, the worst day at a theme park is better than the best day at work.
Suing the park for inconvenience? Well,.... Maybe I could see it on the rare circumstance of the disabled man to whom this article is about but that's a big MAYBE. As for everyone else? Rides break down. Your drink doesn't have enough ice. The ride attendant didn't smile BIG enough for you. Your feet hurt. You're tired. You want to go home.
Those people are making other people in the park miserable besides themselves. At most the whiners could be given a fastpass for something but that's just to shut them up. People like that are never satisfied so I barely think it's worth the effort.
As for the question, I think the compensation should vary by the case. My girlfriend and I went to WDW in December, and spent our last afternoon at Epcot. We decided to ride Spaceship Earth before leaving (giving us plenty of time to return to Coronado Springs to catch the Magical Express back to the airport). Spaceship Earth must have broken down 5 times while we rode it; two of those times were close to 10 minutes. We were not evacuated, and obviously not offered nor expecting compensation. However, we boarded Spaceship Earth (posted with a 5 minute wait time) and easily spent 25-30 more minutes on the ride than we had planned for, but it felt much longer. while stuck, I couldn't help wondering if we had missed our ride on the Magical Express (we didn't, because we had allotted plenty of extra time to get back to Coronado) would we have been offered anything? I don't know, but certainly hope so.
But several people are right, Disney doesn't owe anyone anything if a ride goes down, despite what most guest think. Ride closures happen and should be expected.
Also, Disney tries its best to unload handicap people quickly and efficiently because it helps with guest carry counts. The number one reason why Space Mountain at WDW breaks down is guest are too slow getting off. Like previously posted, Cast Members cannot physically touch guest for assistance, so if a guest takes too long themselves to get on or off, it's not Disney's fault that they may be in over the head with the ride.