Making the Most of Magical Service at Walt Disney World

Magical Moments at Walt Disney World

If you are going to Walt Disney World you have already heard about the wonderful service you'll receive from most of the "Cast Members." Many years ago I was fortunate enough to attend a Disney Institute seminar. There I learned how deep the Disney service mentality runs. There is a reason the staff are called "Cast" - they have all been carefully cast and trained for their roles in making your stay magical. To them you aren't a client or a patron - you are a GUEST. And they will do their best to treat you like a Guest.

"You can dream, create, design, and build
the most wonderful place in the world…

but it takes people to make it a reality". – Walt Disney

You'll notice that with very few exceptions, Disney staff ("Cast Members") always smile. They are polite and courteous. They look for opportunities to be helpful. They are proud of the place where they work and will work to maintain it. Any Cast member will stop to pick up a piece of trash in the Park - they wouldn't wait for custodial services thinking "that's not my job."

So - with a reputation for excellent service how can you get even better service? Simple - think and act like a Cast Member.

First and easiest - SMILE. After all, you're in Disney World, what's not to smile about?

Next try these simple strategies. Look your servers in the eye and smile before you place your order. Read their name tag and use their name when asking for something. Introduce yourself & your kids. If you are eating in your resort chances are you may see your server more than once. Make yourself memorable. Talk to them! Joke with them, brighten up their day for a change.

Thank the housekeepers (called "Mousekeeping") if you see them in the hall - and leave them a tip every day. The staff assignments change daily and you may have different housekeepers on different days.

Thank the person managing the queue at an attraction no matter how long you've been waiting. Thank your bus driver, the monorail porter, the boat captain. Thank your host and your server at meals. Thank the person cleaning the washroom. Thank anyone who helps you - whether its holding a door or cleaning up a mess.

 

And what can you except for all of your gracious behavior? Well, you shouldn't expect anything, but you may be surprised by what you get. You may return to your room to find fun towel animals. Your server may remember how you take your morning coffee. You may get a special message with your dessert or a surprise side order of your favorite food. Your child may get to see the wheelhouse of the ferryboat or dance in a parade.

By simply being nice to people we've gotten all kinds of pleasant little surprises. For instance, my daughter once accidentally dumped a brand new box of popcorn on the sidewalk at Hollywood Studios. A Cast Member appeared out of nowhere to sweep up the mess. We thanked him and helped scoop up the popcorn before we walked off. The next thing we know - he was standing next to my daughter handing her a brand new souvenir bucket of popcorn - free!

Once we wanted some cold drinks from a cart at EPCOT. The Cast Member politely informed us that she couldn't take credit cards. We smiled, told her we understood , thanked her and turned away. A minute later she was walking with us, giving me cold bottles of water - again, free!

The list of our magical moments goes on and on-- a free lollipop at Magic Kingdom, free sushi samples at the Polynesian, free ice cream cones at Storybook Treats - even a private boat on The Gran Fiesta Tour Starring the Three Caballeros in the Mexico Pavilion at EPCOT.

Disney encourages Cast members to create these magical moments. You'd be surprised at the leeway they have to make things just a little nicer for you if you are just a little nicer to them. Think of how many times a day Cast Members hear someone complain about the cost of a meal, the length of the line, the heat... It's not their fault. The don't make the prices or control the weather- they just work there. Chances are they are also hot, possibly bored - maybe even having a bad day. They rarely let it show. Regardless of their mood or personal experience Cast Members sincerely try to focus on Guests' happiness.

Ask anyone who has been to Disney, chances are they will have a few magical moments of their own to share with you.

So, why not give back to the folks who work so tirelessly to make our Disney dreams come true? To recognize a cast member right away you can go to guest relations and ask for a guest compliment card. The card will be placed in the Cast Member's file. You can send an e-mail to wdw.guest.communications@disneyworld.com. I always send emails to Disney after our vacations complimenting the Cast Members who made these moments magical.

You may find that kindness brings some sweet rewards. And, if nothing comes of your good behavior- what's the harm? It costs nothing to be nice and you may make some one else's day a little more magical.

Walt Disney World without the Rollercoasters

The first time that I went to Disney World I was alone, an adult attending a Disney Institute class. I didn't go on a single ride. Honestly, most of the traditional carnival type rides make me motion sick. I found lots of things to do that didn't trigger vertigo or motion sickness. I enjoyed walking through EPCOT, eating at various restaurants (when you're alone you can get a table at Victoria & Albert's without a reservation!) and watching the fireworks.

I returned years later with my kids, then 18 months and 9 years old. Due to the little one's age and the older one's disability we took things very slowly. I remember going on Cinderella Carousel and It's A Small World in the Magic Kingdom. A carousel is a carousel wherever you go so its never very crowded. Its a Small World was a slow boat ride through animatronic figures singing (you guessed it) "its a small world after all." Talk about ear worms! Hard to get that song out of your head for days afterward.


We watched the Dream Along with Mickey show in front of the Castle. We strolled and enjoyed the atmosphere. Mickey's Toon Town was still there and the little one spent a long time playing in Donald's Boat (splash pad/spray ground).

EPCOT and Hollywood Studios were much the same. At Hollywood Studios we happily watched the High School Musical parade three times in one day. We went to the Playhouse Disney show. We sat in the delightfully air conditioned theater watching Voyage of the Little Mermaid. We ate yummy food and spent too long waiting for Fantasmic! to start.

We just strolled through EPCOT. We watched every live performance from Off Kilter to Mariachi Cobre. We enjoyed the breezes off the lake in the evening while watching an aging 1960s rock group playing the America Gardens Theater. We went to Turtle Talk with Crush and the Character Spot. I remember going on Gran Fiesta ride in the Mexico Pavilion which was as gentle as Its A Small World. At the end of the night we watched Illuminations.

We didn't even try to go to Animal Kingdom the first time we visited Walt Disney World because we were having such a nice time in the other parks. Instead,we chose to go back to EPCOT.

Our second trip, two years later, wasn't much different. We added a few rides to each park, but mainly we enjoyed the shows and the atmosphere. It was returning into a beloved and relaxing vacation spot. We didn't feel compelled to ride every ride or see every show. We enjoyed slow paced days and time in the pool.

Some of our new experiences, like Mickey's Philharmagic, weren't really rides at all - which is why in Disney lingo they are always referred to as "Attractions." In Hollywood Studios we tried Toy Story Mania (a hit with us all) and the Great Hollywood Movie Ride (a flop with us all).

Watching Mickey's Philharmagic (3D glasses)

We finally made it to Animal Kingdom -which we found very hot and extremely crowded. It was impossible to maneuver through the crowds and we left without seeing a single show or parade. I like the idea of the naturalistic habitats and the walking trails. I'd like to go back - but only in the winter!

On the second trip our youngest explored every playground from the Boneyard in Animal Kingdom to Honey I Shrunk the Kids in Hollywood Studios. She found several playgrounds tucked into the corners of EPCOT - and fell in love with the spray ground, spending almost an hour running through the fountains one afternoon

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Once again, EPCOT was our favorite. The pace is leisurely. No one is rushing to get to "the" ride. People are generally a little more relaxed (possibly because they serve alcohol in the World Showcase!) The girls got to visit with Belle in France and Jasmine in Morocco. The music and food were just as good as we remembered. And where else in the world can you see gondolas moored beside a tall ship?

We spent more time in Future World at EPCOT on our second visit and tried a few more Attractions. We went on Spaceship Earth - which is a surprisingly slow, dark ride. We also went on the Nemo & Friends clamshell ride - another slow, story based ride. No spinning, twirling or big drops for my family! Happily all of the Attractions contain warnings for motion sickness so we avoided Mission:Space opting instead to hang out at the end of the ride where we played video games and let the little one enjoy the indoor playground.

What I love most about our trips to Walt Disney World is that they combine the comfortable familiarity of a favorite vacation spot with opportunities for new experiences. On our next visit I'm looking forward to exploring the department store at the Japan pavilion. I never realized it was there! I want to get a pearl from the Pick A Pearl station for myself and each of the girls. I'm also excited about going to Innoventions this time around. I think our little one is old enough to really enjoy the hands on experiences.

And of course, I am looking forward to some of our family "traditions". Simple things like watching Cinderella's Castle change colors at night and getting a Mickey Mouse shaped kiddie cone from Plaza Ice Cream Parlour in the Magic Kingdom. I want to stroll around the World Showcase at night and admire the beautiful lighting,listening to the various musical performances.

Some day I know that our youngest will want to go on "the" rides. When that day comes I'll bravely watch her head off on to Tower of Tower alone - and wait for her to emerge, safe, happy and slightly scared. For now, I'm happy to enjoy Walt Disney World without the rides for the most part.

Walt Disney World with A Wheelchair Part 3 Characters

 

Walt Disney World with A Wheelchair  Characters, Parades & Fireworks

Meeting Characters When You're in a Wheelchair

This is one of the most magical aspects of a trip to Walt Disney World. While some of the other Guests may be inconsiderate the Characters are delightful!

There are a lot of great places to meet Characters at the Parks. My older daughter adores Characters, particularly princesses. We have been lucky enough to have Characters go out of their way to stop and say a special "hello" to her. Once, Jasmine & Aladdin stopped to spend several minutes with her as they were about to slip backstage. Jasmine even hugged her! My daughter grinned; I cried. That moment made every penny we'd spent on our Disney vacation worthwhile.

On the opposite end of the spectrum, we have been turned away from Character greetings if they were about to go on a break - just like any other Guest would be. I think it depends on the personalities involved. 
I highly recommend that you go to the Character Spot in EPCOT. It is fully wheelchair accessible. You'll be able to see some of your favorite Disney characters (Mickey & Friends) in the comfort of an air conditioned environment. This is one area where you probably won't have to wait in the regular line, but you will wait at least a while. However, it's worth the wait! The Characters will all spend quality time with you giving hugs, passing out high fives & posing for pictures.

There are always Green Army Men to see in front of Toy Story Mania. We also like Sulley & Mike in Hollywood Studios - they are outside so it is hot, but the lines are typically short. Look for them behind the Honey I Shrunk the Kids Playground area.

Parade Viewing
Another good way to see Characters to watch the parades. There are so many great parades at the Disney World Parks! Which parades will you want to see? Read Disney Diva's parade review to decide.

All of the parade routes and some show areas have viewing places for Guests with disabilities. These areas are marked with the wheelchair symbol and are often at least partially shaded. These are filled on a first-come, first-served basis. Spots fill up even earlier than regular parade viewing spots! I've seen people in these areas more than an hour and a half before a parade is scheduled to begin.

Note the gray traffic cone - there was only room for 2 wheelchairs.

For the Disney Rocks show at Hollywood Studios there is a stage in front of the hat . A special needs seating area is marked with two gray traffic cones. To find a designated parade viewing area for individuals with special needs, pick up the disabled guest guide maps at Guest Services. The wheelchair areas are typically designated with a red P and the International Wheelchair Symbol.

There will be a Cast Member to make sure as many people as possible can fit. They limit the number of people who can accompany a Guest with a mobility impairment - don't expect to bring a party of 8 along with you. Typically, if you have more than a two or three others with you they will ask the able-bodied members of your group to move to another location.

Personally, we've only seen a few of the parades. The exception has been the parades at Hollywood Studios where we have often gotten prime viewing with little or no waiting. We've gotten great spots for the Pixar Parade. Once my daughter in a wheelchair was even invited up to "dance" with the High School Musical parade!

Where to Watch Fireworks When You are in a Wheelchair

Wheelchair access for the various fireworks shows varies by Park as well. Just like any other Guest, prime viewing spots fill up fast. You may want to get to your chosen spot an hour or more before the show starts.

If you want to see Illuminations in EPCOT there are roped off sections in both Future World & the World Showcase reserved for mobility impaired Guests. Look for these opposite the France & Germany Pavilions as well as across from Duffy the Bear. They have been in different places on our visits, but those are good places to start your search. Get there early! At 7:15 PM there were already Guests waiting in most of these spots on a recent visit.

I haven't found a special reserved fireworks viewing area in the Magic Kingdom. We've watched Wishes from the paths that run parallel to Main Street. Try the Rose Garden! (Added bonus: there is normally a Photopass photographer there who can take a picture of your entire group with the lighted castle in the background.) These spots aren't too crowded since most people stick to Main Street.

There are a limited number of reserved seats at the top of the amphitheater for Fantasmic in Hollywood Studios. If you have companions with you they may have to stand unless you get there early enough for them to score some of the seats along the top row. Bring binoculars or a camera with a good zoom! (That's how I got this shot.)

Tip: Check out these other great fireworks viewing spots! They aren't reserved for wheelchairs, but they offer great views if you can get one of these spaces.