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Old 12-24-2012, 10:05 AM   #1 (permalink)
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Issues with Haunted Mansion and GACs

Hey everyone,

Just back from the World yesterday and had a fantastic time. I made use of the GAC as I have back issues and a knee issue right now that make it difficult to stand in long lines. Just wanted to let everyone know about an issue I ran into using my GAC. I have my GAC stamped for me to use an alternate attraction entrance, which has never been an issue, until I tried to use it at Haunted Mansion. Not a single cast member out of the four of them working the line, bothered to even look at what the GAC said and ushered me through the regular line, not offering me the alternate entrance. When I got frustrated at the point in the line where it separates and one side goes into the cemetery, I again showed my GAC to the 2 cast members who were standing there and they simply ushered me through the non-cemetary side of the line. Never once, out of 4 cast members was I given the opportunity to use the alternate entrance through the exit. I know for a fact that certain guests were being taken through the exit to enter the attraction as we saw them being loaded. Every other attraction directed me to the alternate entrance, except Haunted Mansion. We even saw a number of wheelchairs in the regular line. If you are using a GAC at Haunted Mansion, make sure that you are able to handle the line, or be ready to argue with the cast members if necessary. I have sent an email off to WDW Guest Communications regarding this and a number of other issues. I just wanted to make everyone on here aware of the situation.

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Old 12-24-2012, 10:12 AM   #2 (permalink)
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I'm sorry that happened to you but I would have asked to speak to a supervisor. Sometimes the CM's make mistakes. I know once we went to ride Buzz Lightyear and the CM we saw told Lenny he was not allowed to use his scooter in the line but right after another CM let somone else in the line with a scooter. We immediately questioned what Lenny was told and it turned out the first CM was wrong. Since it is the holiday time, it makes me wonder in your case if they brought on a lot of extra CM's that might not have been given full training.
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Old 12-24-2012, 10:14 AM   #3 (permalink)
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I'm sorry that happened to you but I would have asked to speak to a supervisor. Sometimes the CM's make mistakes. I know once we went to ride Buzz Lightyear and the CM we saw told Lenny he was not allowed to use his scooter in the line but right after another CM let somone else in the line with a scooter. We immediately questioned what Lenny was told and it turned out the first CM was wrong. Since it is the holiday time, it makes me wonder in your case if they brought on a lot of extra CM's that might not have been given full training.
I had every intention of speaking to a supervisor but they ushered us through so quickly that it was impossible. I had multiple cast members actually read the GAC whereas at HM they basically ignored it, not to mention the fact people were in wheelchairs.
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Old 12-24-2012, 10:48 AM   #4 (permalink)
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The line is now wheelchair accessible, and they separate those needing an alternate loading after the "shrinking room". If you need to use the exit as the entrance, you have to tell them that, as well as showing them the card.

I'm sorry you had that experience. I hope next time you go, you can have an easier time using the exit.
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Old 12-24-2012, 12:09 PM   #5 (permalink)
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Since they made the queue accessible during the last renovation, there is no loner an alternate entrance.
There is an alternate boarding area after going thru the regular (or graveyard) queue and the stretching room. That would be what you saw happening at the exit with boarding.
After going thru the queue and stretching room, guests with ECVs and wheelchairs use a hallway that leads to the exit. Those who are able to walk to get to the doom buggies park their wheelchair or ECV at the exit courtyard and then come back to board.

Other posters on other boards have mentioned being told there is no longer an alternate entrance. If you have issues with standing, you might be better off showing your GAC at the line entrance and requesting to use an attraction wheelchair for your wait in line thru boarding. WDW does say on the park maps and on their website that they recommend guests who are concerned they may not have the stamina or strength to stand in lines should consider a wheelchair or ECV.
I noticed attraction wheelchairs sitting at attractions more during our last trip in November than previously.

Last edited by SueM loves WDW; 12-24-2012 at 12:56 PM..
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Old 12-25-2012, 05:47 AM   #6 (permalink)
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Sue is right again.

The only way to enter through the exit is if there was mitigating situations such as post traumatic syndrome where a person cannot deal with crowds or a child with autism who cannot deal with lines or rarely Wish children. Your GAC was not for such types of psychological hinderances such as autism and PTS. You were showing them a GAC that was for avoiding stairs and other hinderances.

I have parked outside with my scooter then came back inside. Some guests are wheeled as close as possible to the ride vehicle to transfer then their chair/scooter is parked in the hallway. I have been told to park in the hallway.

Even if you waited until that evening you could have filed a complaint in City Hall. At any time you could have demanded to speak to a supervisor. Also Disney parks clearly state that guests who cannot stand in lines should provide a wheelchair or ask at a ride for a chair. I am sorry you feel you were mistreated. I on the other hand am happy to be in the regular line finally. Hate lines and waiting but still happy in line.

To readers: Never enter a line if you plan to use an alternative entrance. The greeters for the ride/show will either put you in the regular line or provide an alternate entrance. If you are put in the regular line then at that point you can insist on the alternate entrance. Also policies change over time.
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Old 12-25-2012, 10:57 PM   #7 (permalink)
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Hi Mystic,
So sorry you were unpleasantly surprised. What did your GAC say as far as accommodation need? Are you able to manage the distances to travel from one attraction to another? That can be a killer for guests.

The queue for HM is fully accessible since the last renovation, so the alternate entrance is rarely used. Do you think using the guest wheelchair could help keep that knee from bugging you while waiting?
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Old 01-02-2013, 03:18 PM   #8 (permalink)
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Each time I go to HM I'm loaded on differently. One time I was told go through the regular queue, and get diverted after the stretch room. Another time I was brought straight in the exit. Another time I was told I could go through the exit to the stretch room but had to be in the stretch room alone because of my service dog.
And this was all after the queue was made fully accessible. It's confusing.
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Old 01-02-2013, 03:43 PM   #9 (permalink)
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Quote:
Originally Posted by Nalla View Post
Each time I go to HM I'm loaded on differently. One time I was told go through the regular queue, and get diverted after the stretch room. Another time I was brought straight in the exit. Another time I was told I could go through the exit to the stretch room but had to be in the stretch room alone because of my service dog.
And this was all after the queue was made fully accessible. It's confusing.
Hi there! Is Haunted Mansion unusual with the variety of ways the CMs request, or are there other attractions where you'll find surprises?
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Old 01-02-2013, 04:08 PM   #10 (permalink)
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HM is definitely unusual with the GAC. Most other rides have one (maybe two) set ways of loading with a GAC, HM seems to make up a new one each time
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Old 01-03-2013, 08:52 AM   #11 (permalink)
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They need to teach cast members procedures that are in place when guests with disabilities arrive at a que, this is a across the board need at most attractions. I have also been loaded many ways, made to feel stupid & pushed to tears by the constantly changing rules & choices made by cast members not having guidelines to follow. I don't blame the cast member but the supervisors doing the training. Disney parks have millions of disabled guests visiting & by now there should be a set guideline in place & it should be part of training. Yes, I know there are many kinds of needs & abilities. But with the proper training each need can be accessed & the guest can be assured they have a solution in place to send the guest the right direction without the current guessing game way things are done.
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Old 01-03-2013, 05:01 PM   #12 (permalink)
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I have to agree that there is a lack of training at HM, it seems to change each time we go there and no one really explains what to do when you arrive they just point you to the queue. It is very confusing. We actually enjoyed going through the new queue with our son but as with the times before the CM's at the front did not really explain anything to us. We knew it was accessible so we went in the queue but it was not until we got up to the doors that anyone explained anything to us. We were given the option with our son as to go through the stretching room or not, before we had not this time we chose to go through it and they told us to just wait at the back when it was over and then took us through a hallway to the exit for us to load. I can see why the OP would be upset and confused. They need better training of the CM's at the front to explain things since it seems to constantly change how things are done there. The CM's can not just assume that someone knows what to do.

I do have to note though that my son is in a wheelchair so his issue was a bit more obvious but if someone presents a GAC they still should ask if they know how the queue works and not just point.
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Old 01-07-2013, 12:59 AM   #13 (permalink)
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Sue is right on this one. We got back on 12/20 and went though HM at least 6 times during our trip. Each time, the CM at the front looked at my GAC and sent us through the fully accessible "non-cemetery" line. One stays to the right in he stretching room and then you're directed to another entrance where you can park your ECV or wheelchair and you board the ride at the place where others get off. The key here is that there is a fully accessible queue, and that is acceptable to the ADA.
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Old 01-07-2013, 09:17 AM   #14 (permalink)
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So let me ask you this - has anyone with kids on the spectrum that need to be away from the crush of people tried to ride HM recently? We get the GAC for Abby - who doesn't always deal well with the lines - not for Lenny and his scooter. Am I going to have to speak to a supervisor to go through the exit (where we had been sent every time on our last visit)? We don't have a problem waiting at the exit (we've done it at rides like Splash Mountain) but whatever Abby feels with the crowd around her becomes very overwhelming for her.
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Old 01-07-2013, 01:58 PM   #15 (permalink)
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We went in June 2011 but our son is in a wheelchair at Disney, he is on the spectrum though. We went through the cemetary queue and then were directed to the far left to wait for the doors to open. So we were waiting with the mass but standing next to the wall and fencing. So there were only people to the left of us. When we got to the doors that had us wait and enter last. We were asked if we wanted to do the stretching room or not, if not they would just take us through the secret exit. We choose to do the stretching room and he was actually really good with that. Then we were told to wait while everyone exited and then we went through the secret exit. Our son does very well with crowds as long as he is in his wheelchair which is his comfort/safe place. You should talk to the CM's at the front and explain that she needs a different place to wait because she can not handle the mass and push of the crowd. I know they want everyone to go through the queue but some just can't. If they bulk at it ask for a supervisor.
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