Gary,

I left you a voicemail in the middle of a system
/
procedure failure that pushed me over the edge.

The luxury of having multiple experience passes turned into a nightmare
forcing me to spend hours educating your cast members on the new system.

On the first day while trying to make my first reservation for my grand son with special needs,
I crossed paths with Cynthia at the Winnie the Pooh attraction.
We had set up our group with customer relations before hand.
Was told anyone can set up a reservation,
but Andrew has to be the first to return. Seems easy enough.

I approached Cynthia,
I said that I would like to set up a return time for my special needs grand son.
She looked at me and told me no problem,
then asked to scan my band.
She looked at me a said, "You can go"

I looked at her and said you just took one of my multiple experience passes
and I will need that back.
She told me, "I can't do that."
With a frown on my face, I said, "I will take it on a paper pass."
Again, she said, "I can't do that. You need to see customer services."

I shook my head, and said I am not walking to the opposite side of the park for your mistake.
Told her to call a supervisor. By the time the supervisor got to my location,
Cynthia had walked away.
The supervisor gave me a paper pass to replace my lost multiple experience pass,
and she set up the return time for Andrew Sloan and his party.

When we returned Cynthia was there,
and I walked up and said, "i am sorry that I had a melt down earlier."
Cynthia looked at me and said,
"I told you that I could not do it."
I said that is no way to respond to an apology.
Cynthia's response to my apology is no way to treat a customer.

Not too long after Winnie the Pooh's problem, we tried to set up another return time for Andrew Sloan.
We went to Buzz Light year Space Range Spin.
We returned at our time, and the group started to go in.
The line stopped, and I was left hanging for a moment before I could scan in.
When everyone in front of me scanned in, the light spun around the fast pass entry sensor, then went green.
As I scanned in, the light flickered quickly and turned green.

I asked the lady if that just took one of my multiple experience passes.
She said no. Later on, we found out the hard way that indeed my pass was taken at Buzz Light year.

At EPCOT, we set up rider swap on Spaceship Earth.
The first group went in fast pass, and were given a return time.
They walked back to watch their kids. A second set of parents were setting up their return times,
when one of them noticed that the time was based on the standby line not the fast pass time.
I asked if the first group's time could be adjusted,
and was told that she would pass them by on the fast pass return time.

All was fine and dandy until they went back and the lady that set up the rider swaps was not there..
I explained my situation to the new lady and she said, "Let me scan your band to see what is going on."
When she scanned my band, she looked at me and said, "You can go"

Shaking my head side to side,
I said, "You just took my multiple experience pass."
We had to again call a supervisor.
Each 20 plus minutes that passed disrupted our daily touring plans more and more.
By the time we left EPCOT,
we were basically teaching your cast members how to use the system to set up rider swaps.

With return times split across two set of riders,
the retention of multiple experience passes was paramount.
Becoming more stressful, then we hit Test Track right at 9 pm.

The process there was not the same as everywhere else.
They wanted us to walk to the exit, when the first group finished their ride,
the second group and get back on.
I said to the cast member that I told the rider swap group them about how they can design that cars.
I was told that rider swap people do not get to design cars.

I ask for another supervisor. A lady named Paige, came over to sort things out,
by making it so everyone could design their own cars.
She go on her tablet and credited two multiple experience passes to the group.
The entire process took from right at 9 pm till 11 pm to sort out, but she did her best.

The new rider swap system placed a tremendous amount of stress on me forcing me to remember the return times.
Of course as multiple experience passes the rider swaps appear in the my Disney experience app,
but most of the time when I tried to open the multiple experience passes the app will timeout saying that something went wrong.
Plus the passes shooed read Attraction Name Rider Swap like 7 Dwarfs Rider Swap.

Each rider swap that we set up had problems until we set up our swaps for 7 Dwarfs Train. Nate was right on spot.
Gave us a return time based on the fast pass time. He gave us 20 minute return time of 5:08.

What pushed me over the edge,
was that I told the first set of rider swaps to return to the ride at 5:10 
giving a twp minute window in case your watch does not have the same time as my watch.
I got turned around and the girls returned 1 minute too soon.
Thus losing their multiple experience passes.

When I explained to the cast member that I need to see if the girls just returned too early and used their last multiple experience pass,
she said, "I cannot do that" I asked if she can get someone that can, and she pointed towards the Castle and said,
"You need to go to customer relations at the front of the park." 

Each time a multiple experience pass was lost,
I was advised to trek off to customer relations.
Enough was enough, I told the cast member to get customer relations here to me.
She looked at me funny, so I said, "Get a supervisor." That is when I called you.

I was saving one multiple experience pass for each of us to visit Mickey Mouse to have a family portrait with Mickey.
I am creating a family heirloom using a Disney print titled "Wish You Were Here."
All the family members signed the boarder around the mickey and Minnie mouse witting on the beach print.

All that was missing was the family portrait with Mickey.
Losing the multiple experience passes would put us in the stand by line,
and the toddlers and infants would surely meltdown.

David from Orlando, the guy I mentioned in my voice mail,
gave us passes that got us into the meet and great for the portrait,
but several adults had melted down on their kids because it took David a while to sort out my situation.

When David started to work on my problem,
he said that he could not see all of my group on his tablet.
I told him that it the original problem that lead to me getting the multiple experiences passes in the first place.
So last night, my account was still having data integrity issues.

Please pardon me if this letter is repetitive,
I am running on 4 hours sleep per night.
Keeping a group of 18 people on track is like herding cats.

David