BarryH Posted January 21, 2006 Share Posted January 21, 2006 A few weeks ago, I wrote this angry letter to Universal Orlando: Dear Guest Services: I am writing to you today to express my displeasure at a Team Member who works the Men in Black: Alien Attack attraction. I visited Universal Orlando on December 29, 2005 as a solo traveler. At around 8:30 am, I decided to ride the Men in Black: Alien Attack attraction. Although the posted wait was 5 minutes, I decided to use the single riders line as I always do. The Team Members directed me to the next available ride vehicle. I happened to be the only person in that vehicle. As I was boarding the vehicle, I heard a Team Member say to me, “So you’re alone? That’s kind of sad and pathetic!” I wasn’t able to see his name tag, but I recall he had a deep voice and I believe he wore glasses. I found his statement to be rude and very insulting. Many of my friends love the Men in Black ride and regularly utilize the single riders line. Because they will become solo riders, are they sad and pathetic also? Additionally, I could have rode alone because my family and friends did not want to ride or they wanted to experience another attraction. I wanted to ride the attraction again, but because of the Team Member’s insulting comments, I felt humiliated and lost my desire to experience the ride again. I found the Team Member’s statement very odd, since the majority of Universal Orlando Team Members have been nothing sort of courteous and respectful. Before I rode Men in Black: Alien Attack, I experienced Jaws. I was the only one in the boat and the skipper Javier welcome me enthusiastically about the ride. After my Men in Black ride, I went on Back to the Future: The Ride. The Team Members at that ride were friendly and welcomed me to the attraction. Previously I have grown accustomed to such great service and superior ride operations that this remark entirely caught me off-guard. I am sure that these policies are frowned upon and a proper course of action will be taken to remedy the matter. Sincerely, Barry Hom ------------------------------------------------------------------------------- Today, I got a reply! Here it is: Mr. Hom, Thank you for taking the time to visit Universal Orlando and share your concerns. We are committed to providing the greatest entertainment experience to all our guests and I was disappointed to learn that this was not true in your case. I am appalled that one of our team members would make such a comment. It is our belief that our guests should be treated with the utmost respect. We make every effort to train our team members to assist our guests in a professional and courteous manner. Thank you for bringing this to our attention. Please be advised that the Attractions Operations Manager was notified immediately following your report. He assures me that he has re-emphasized to his entire team the importance of guest service and addressed this issue with the individual team member. I apologize that this situation has darkened your view of our parks. Because I hope you will return, I have arranged for you to receive a Guest Assistance Pass for you and your party up to six (6). This pass will permit you and your party to enter our Universal Express lines, significantly decreasing your wait times. To receive this pass, please present this original letter at our Guest Services office on the day of your next visit. As our guest, your comments are very important. It is through comments such as yours that we are able to determine what areas need improvement. I look forward to your return. Best regards, Robi Robichaux Guest Services Universal Orlando ----------------------------------------------------------------------------- I'm pretty satisified and consider the matter closed. OK, now where do I find 5 other warm bodies to join me? Link to comment Share on other sites More sharing options...
Slacking Posted January 21, 2006 Share Posted January 21, 2006 Hey Barry old buddy, you up for some Barney? Link to comment Share on other sites More sharing options...
Louise Posted January 21, 2006 Share Posted January 21, 2006 ARN&R, are you now satisfied that Barry is not, in fact, sad and pathetic?! Link to comment Share on other sites More sharing options...
BarryH Posted January 21, 2006 Author Share Posted January 21, 2006 ^^No Barney for me, thank you. Besides, why waste a perfectly good Universal Express pass on it? Link to comment Share on other sites More sharing options...
memphish Posted January 21, 2006 Share Posted January 21, 2006 Thats pretty coal. Link to comment Share on other sites More sharing options...
DATman Posted January 21, 2006 Share Posted January 21, 2006 ^coal? Link to comment Share on other sites More sharing options...
YoshiFan Posted January 21, 2006 Share Posted January 21, 2006 Nice that they responded and said they talked to the person who made the comment. It was also cool they are going to give you that pass as well. Link to comment Share on other sites More sharing options...
maliboomer Posted January 21, 2006 Share Posted January 21, 2006 Is everybody going to start complaining to Universal for Express passes now? Link to comment Share on other sites More sharing options...
MattJackson Posted January 21, 2006 Share Posted January 21, 2006 lol, I doubt anyone was thinking about that until now! Link to comment Share on other sites More sharing options...
BarryH Posted January 21, 2006 Author Share Posted January 21, 2006 I bet people are going to want to get talked snooty to just to get free Express passes. You don't want to be insulted. It turns in your stomach like a bunch of bad oysters. Now what would AR&R think of us now? Link to comment Share on other sites More sharing options...
USCoaster Posted January 21, 2006 Share Posted January 21, 2006 The sad thing is, if we had someone say that to us at SFMM, we would just write it off to it being SFMM. Link to comment Share on other sites More sharing options...
disneygurlz2s Posted January 21, 2006 Share Posted January 21, 2006 Good for you Barry.... your letter made all the right points and I am glad they responded so well! Shari "not so pathetic single rider on many occasions" Shoufler Link to comment Share on other sites More sharing options...
dougr Posted January 21, 2006 Share Posted January 21, 2006 Apology Link to comment Share on other sites More sharing options...
BarryH Posted January 21, 2006 Author Share Posted January 21, 2006 The sad thing is, if we had someone say that to us at SFMM, we would just write it off to it being SFMM. I wonder...how bad do things have to be at SFMM before people complain? Link to comment Share on other sites More sharing options...
Jew Posted January 21, 2006 Share Posted January 21, 2006 So now they are giving you a pass meant for disabled guests...You sure showed them! Link to comment Share on other sites More sharing options...
USCoaster Posted January 21, 2006 Share Posted January 21, 2006 I have filed one complaint at SFMM. It had to do with the severe lack of syrup in the overpriced sodas at the pizza place in Gotham. I don't remember if that was just an extra crappy day, or if it was the build up of little things over many visits. As for why more people don't complain... I think it probably has to do with the environment you are in. When I go to SFMM, I guess I've come to expect ride-ops with pants/shorts sagging, talking on personal phones or gossiping with other employees, and in general providing a mediocre experience. If I saw the same thing happening at Disneyland, I would be much more willing to spend the time filling out a guest survey in City Hall. Link to comment Share on other sites More sharing options...
JT3000 Posted January 21, 2006 Share Posted January 21, 2006 Like the jew said, the guest assistance pass is meant for people who need it. Using it would make you evil, Barry. Very evil. Link to comment Share on other sites More sharing options...
MF310ryb Posted January 22, 2006 Share Posted January 22, 2006 That is amazing. I love Universal Orlando. This letter reassures me that this is a company that knows exactly what customer service is about. I am a business major and to read stuff like this is great. I have not always seen great business practices at several theme parks that I have attended. I will not mention names but I am sure some of us on here may know a few as well. Best of luck locating five other people. Wish I lived closer I would ask to go. Link to comment Share on other sites More sharing options...
DerekRx Posted January 22, 2006 Share Posted January 22, 2006 I'm with Jew on this one. At least now, when I see someone who looks perfectly capable of walking and waiting in line like the rest of us and is in no way disabled, I can say to myself: "Obviously that person is sad and pathetic and had their feelings hurt. That explains why they aren't waiting in line!" I'm CERTAIN the "man with a deep voice and glasses" got what he had coming to him, because we all know there are only like 7 people in the whole world who have deep voices and wear glasses. If anything, I'd say ARN&R is still just as baffled now as they were when they first saw your story. Link to comment Share on other sites More sharing options...
jarmor Posted January 23, 2006 Share Posted January 23, 2006 If you use it they will say that you just wanted free crap anyway...let them know that by offering you that doesn't change the fact that you were hurt by an employee...by using it you hearby state that you werent that hurt and your intent was to get something out of the deal... Link to comment Share on other sites More sharing options...
AllisonY2K Posted January 24, 2006 Share Posted January 24, 2006 I wonder if they'll change the "Single Rider" Line to the "Sad and Pathetic" Line? Sorry Barry, that guy was just wrong in saying his comment. Link to comment Share on other sites More sharing options...
ParkTrips Posted January 24, 2006 Share Posted January 24, 2006 Note: Barry once again has made AR&R Is there a way to donate the passes to charity? Link to comment Share on other sites More sharing options...
BarryH Posted January 25, 2006 Author Share Posted January 25, 2006 ^If AR&R ever read the stupid DISBoards, they'd have a field day! Hey AR&R, take a look at www.disboards.com, particularly the Community Board! I don't think I can donate the tickets to charity, though. Link to comment Share on other sites More sharing options...
Slacking Posted January 25, 2006 Share Posted January 25, 2006 Those Community Board people are ummm..... something else. I'm trying to nice, lol. Link to comment Share on other sites More sharing options...
BarryH Posted January 25, 2006 Author Share Posted January 25, 2006 I can say volumes about the "interesting" stuff I've seen on the Community Board. Link to comment Share on other sites More sharing options...
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