On our second day, we went to Island of Adventures. Upon our arrival, we went to the concession and order a pop. The attendant had a miserable attitude and managed to screw up our single pop order.
One of our big reason for going to Universal was to go to the Wizarding World of Harry Potter. Any store we went into in the Wizarding World were not handicap friendly (narrow aisles). So I had to go in alone leaving my wife outside. When it was time to ride the Forbidden Journey, I was not allowed to ride because I could not pull the lap bar down far enough (I was disappointed as I was able to ride all the other rides). This just put a damper on the whole day and we decided to leave.
We stopped at guest services to express our displeasure. The guest service agent gave us two one day passes good anytime. We said we weren't planning to make a return visit to Universal Orlando and that we could not use the tickets. She said no problem, you can transfer them to another family member or friend. That was agreeable to us, so we accepted the tickets.
When I tried to get the tickets transferred to a friend at work, I called guest services to make the arrangements. I was told that the complimentary tickets were not transferable. After explaining what I was told when we made our original complaint, I was as advised that they could do it as an exception. I would just need to get the person's name, address and phone number and advise guest services. I also told the agent about how unfriendly the staff were and long the walk from the parking garage to the park entrance (my wife's rollator could not be used on the moving sidewalk and my wife will not use a scooter or wheelchair).
When I called guest services to give them the information, I was told that I had to fax a letter advising that I was authorizing the transfer as well as a copy of my driver's license. I kindly refused to send a copy of my driver's license due to privacy concerns. After being escalated to the manager, I was able to verify my address to get the transfer done. Now maybe I was a little greedy, but considering all the hoops and time spent, I felt I deserved a little extra compensation. I asked for two one day kids tickets. The answer was no and when I asked who I could talk to next, I was told that she was the last resort. I asked for information regarding park senior management, I was told I could Google the information. I left it at that and exited the conversation.
After cooling off for a couple of hours, I called back and asked to talk to the manager I had talked to earlier. I was told she was unavailable and that they couldn't guarantee that she would call me back. The agent on the phone asked if she could help me. I advised of my earlier conversation and she said it was in my file. So when I gave her the information about the person I wanted, she told me that I needed to fax the letter and my drivers license. After stating my reason for not sending my drivers license, I was told that this was the policy and it was put in place to ensure my tickets would not be fraudulently redeemed by someone else. How can someone fraudulently redeemed the tickets when the only information I had was the guest services card with my case number on it. Even if I lost that card, how would the person know who I was and my address? I was then told I was not being flexible and that I accepted Universal's terms and conditions when I accepted the complimentary tickets.
I have had enough of Universal's Guest Services. I no longer want any compensation from Universal, I want an apology from Senior management for their poor policies regarding compensation and complimentary tickets. I also want senior management to have a serious look at making their parks more handicap friendly not only for people who require wheelchairs and scooters, but also for those people who use canes and rollators.
Any suggestions?
As for the concern with the Canes/Strolling Walker (at least that's what I've always called them) you would probably have to contact the ADA. Personally I was in a wheelchair and crutches my last trip to Universal Orlando due to a broken foot and didn't have any problems getting around myself. While I'm not disabled and it was only an injury it could be a different set of circumstances as I am a normally able-bodied adult. However Universal has always been good about conforming to ADA policies, while I couldn't possibly give you the measurements they have in those stores I suppose it could be looked into.
You'd probably want to file that complaint with Universal Orlando separately from your current complaint to make them aware there is a problem. I would figure after that step was taken then contacting the ADA would be the next step.
At least that would be the route I'd go.
As for the other issues, I don't there this is much to do. First off, getting free tickets, and the ability to transfer them is a huge thing. I can't speak for Universal, but at Disney, not many guest are afforded such luxuries. I will say, for both Disney and Universal, you are playing by their rules when it comes to tickets and services, and the transferring of the tickets was more than gracious on their part. Asking for more, while at no cost to them (in fact, probably at profit to them) was greedy. I would not expect to receive any kind of an apology because they effectively gave you one and compensated you, and it seems, you, in blunt terms, refused it. As for their costumer service, it is hard, for any place that deals with so many people, keeping track of each person's case, especially with the magnitude of staffing they require. It seems you have a grudge with the whole company without any understanding of their end because you were not perfectly satisfied at one point. That's not a fair way to approach any company.
I also have seen numerous people with wheelchairs in those shops. Yes, they are small and crowded but they are not inaccessible. I doubt the ADA will have much to say on that issue. As for the moving walkways, I have been behind someone that ignored the rules and took a wheelchair on them. The wheels got stuck at the end and it resulted in the person falling out of their chair and the dozen or so behind them scrambling not to fall on top of the mess. Your convenience does not superceed the safety of everyone else. If someone is not able to make the 200 yard trip from the parking garage to the entrance, then maybe a theme park is not the best idea for an enjoyable day.
Accept their generous offer, send in the documentation they are requesting and get on with your life.
Maybe I did not express my dissatisfaction with Universal clearly. My intention when I went to guest services was to give express my concerns and was not expecting any compensation. Remember, I originally turned downed the complimentary tickets when they were first offered. Only after I was told that they were transferable did I accept them. If we were unable to use them, at least we could give them to a family member or a friend so they could enjoy them. The issue is that the every time I contacted guest services, I was given information that contradicted what I was advised with my previous contact with them (they were transferable when they are not, I would only need to provide address information for the person I was transferring them to versus needing to provide a letter and a copy of my drivers license).
I agree that Universal offer was generous and that the request for additional compensation was a little greedy. What I do not agree with is that I have a grudge against Universal...I have a problem with being misled. I also have a problem with a company that is hospitality oriented only has two levels to resolve customer concerns.
I also disagree that faxing my driver's license is not a privacy concern. Kelly, you may not have a concern about identity theft, but I do. In today's age of increasing cyber attacks as well as cyber-theft of personal information from major corporations, I am very careful who has access personal information that I will give out, this includes my driver's license.
As far as the handicap issue, I am sure that all parts of Universal Orlando are ADA compliant and thus handicap accessible. I am just pointing out areas in which Universal can make improvement to make it more friendly to those with disabilities.
Kelly, I am not suggesting that my wife's convenience supersede anyone's safety. That is why we followed the safety rules and did not use the moving sidewalk. And the walk from the parking garage is 700 yards not 200 yards. The walk is equivalent to a third of the walk around Island of Adventures. Your remark "then maybe a theme park is not the best idea for an enjoyable day" is both insulting and shows the total disregard you have for people with disabilities.
I highly doubt you would have been treated any better at Seaworld or Disney, though the cast members might have been a little more agreeable. I would guess the outcome would be very similar.
This issue has come up more often on this site. Perhaps we need a couple of stories about how to get around Universal or Disney with a person in a wheelchair.
My grandmother is in a wheelchair when we go down there. Her favorite park? EPCOT!
My wife has MS, rheumatoid and osteoarthritis, and has had several back surgeries. Some days she is doing fine, others when she is having a major MS exacerbation she is not able to walk long distances. She doesn't want to use a scooter or wheelchair, but she knows that we would rather have her with us in a scooter and be able to spend all day with us at the park rather than try to walk it and end up incapacitated within an hour. Your wife won't use a scooter or wheelchair- that is her decision, and if she is able to manage without one in her everyday life that is terrific, but theme parks are not part of everyday life. They are big, crowded "events". They are not "everyday" or "normal". People with physical handicaps need to make some accomidations for their situations- my wife doesn't expect the ADA to make everything perfect, just manageable. The shops in WWOHP are too small for non-handicapped people. They might be ADA compliant, but they are still too small for the masses of visitors they attract. That is not the ADA's fault.
Of course they screwed it up. We don't have "pop" in the South.
(agree with everyone else about everything else)