Business Profile

Amusement Parks

Disneyland

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Complaints

This profile includes complaints for Disneyland's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

262 total complaints in the last 3 years.
79 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Saturday September 24th 2022 at approximately **** hours I renewed my magic key pass at the information window outside of the Disneyland Park ******* location. I was hesitant between two passes: the Inspire pass or the Believe pass. I chose the Believe pass after being told I had the option to upgrade at a later time. The terms and conditions also detail pass upgrade options on the contract which gave me more relief that I had the ability to renew at a later time. After more thoughtful consideration I determined that the Inspire pass better fit my families needs, so I called the customer service number on 9/26/22 at appropriately **** hours (which was less than 48 hours after my renewal window.) I was told by Supervisor on call ******* that I am not able to upgrade my pass at this time. I have to wait until passes are available to the rest of the public which could be some time next year. I was not offered apologies to the misinformation I received in person at the park or to the misinformation included on the 'Retail Installment Contract (Consumer Note) and Payment Authorization'. Pass upgrades are available for renewing magic key holders. If I received accurate information at the time of my renewal and been told that I did not have the option to upgrade I would have made a better educated decision to select the Inspire pass. Also why havent the terms and condition verbiage been updated yet. It is misleading to include upgrade options that are not currently available.
Business Response
Date: 10/03/2022
Dear ********,
I called the Guest and left a voicemail addressing her concern.

Kindest Regards,

*******************************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:09/22/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On or about April 7th, 2022 I purchase and used 2 tickets to visit the Disneyland resort and the end of a visit a cast member reminded us that we can upgrade our tickets to a magic key pass. I used the app as the cast member showed me and upgraded the 2 tickets to an Imagine Key Pass using their monthly payment option . The contract number is: *******. In July, 2022 I noticed the magic keys disappeared from my app. I contacted Disneys magic key holder line on 7/25 on this date they told me their was a billing error and she unblocked the magic keys since the payment had been received no mention was made that the magic keys had expired . She told me to wait 24 hours and the magic keys would appear . That never happened I called again a couple days later and an employee gave me the magic key holder ticket numbers of : ****************** and ****************** and had me link the tickets to my app. She said I would get a message saying they weee linked already but to give it 24 hours and they would appear. Again no mention they expired. On 8/22 I again contacted someone and they told me they showed these tickets expired but there must be a mistake since I just got my contract in April and I continue to make payments towards the contract. They said they would get this issue to management . I never heard back from anyone. At the beginning of September I then called again and again was told my imagine keys weee valid and they tried lining them again and was told they will appear by the end of day. Now today 9/22/22 I called again and now finally spoke to someone in management and they told me that although I have a valid contract for 12 months for magic keys I purchased in April someohow they show I used tickets from 7/13/2021 towards the down payment of the imagine key contract so my imagine keys episodes in July of 2022. They said I will still have to pay ont he contract till March of 2023 even though my passes expired in July, 2022. I signed the contract 2022
Business Response
Date: 09/26/2022
I sincerely apologize for your experience. Please be aware, you have reached the Guest ************************* which handles post visit concerns. In order to be assisted further, please reach out to our Magic ********** Services at **************. This is the appropriate department to handle your concern.

Best Regards,

*****************
Guest Correspondence
Disneyland Resort
Customer Answer
Date: 09/26/2022
i have reached out to key holder department. They sent to management where they still are not resolving my issue! Although my key holder pass contract was started in April, **** and states till March , 2023 I was told my passes expired in July, 2022. I was told there was nothing they can do to fix this and I still have to pay my contract thru March, 2023 although my passes cant be used. It does not make sense to pay for something I can not use. It was a mistake by the app that had the passes expire and it needs to be corrected but Disney refuses to correct it or even make any kind of attempt to do so.
Business Response
Date: 09/27/2022
As previously shared, in order to be assisted further, please reach out to our Magic ********** Services at **************. Once again, this is the appropriate department to handle your concern.

Best Regards,

*****************
Guest Correspondence
Disneyland Resort
Customer Answer
Date: 10/02/2022
*** attempted this previously and spoke to a manager was not given the opportunity to give my *** or my facts. Keep getting the response that I cant be helped further . How about an opportunity to give facts an information?
Business Response
Date: 03/27/2024
'on 10/03/2022 'Guest called again and after looking into their situation a bit further, realized that they were somehow able to upgrade a ticket that should have not been able to be upgraded instead of the tickets that they actually used on 04/07/22. Somehow, the ticket that were upgraded were from 07/2021! We partnered with our Magic Key team and they were able to reinstate the passes and update the expiration date for the guest. BBB considers it unresolved
Customer Answer
Date: 03/27/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***************************

Business Response
Date: 04/08/2024
The Disneyland Resort’s records indicate that another team within the resort has assisted this Guest, and the complaint has been resolved.
Initial Complaint
Date:09/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On September 18, 2022 my nonverbal brother and my family were in the wheelchair line waiting for a van to take us to the park to avoid the very very long wheelchair line for the tram. After waiting 30 minutes, the van pulled up and we were told they were not doing any more van rides, and we would now need to wait in the one and only line for the tram for wheelchairs, which was set. To be another 30 minutes. People without mobility issues are guaranteed to be on the tram in 5 mins. We were given no options to enter the park like everyone else except to wait 5x as long as the able bodied. This is not the first time Disney has disregarded those in wheelchairs, and it is a violation of my brothers rights. We will be filing a complaint at Disney today and will let them know the BBB will be in contact.
Business Response
Date: 09/20/2022
Called guest and left a detailed voicemail sharing that concerns have been documented and are appreciated. Let guest know I would be corresponding via Guest Correspondence email as well.

Kindest regards,

*****************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:09/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased 3 tickets for the summary ***** residents to the park on 6/13/2022 for 3 days visit to the parks. Amount paid was $735.00. The tickets were set to expire on 9/15/2022. I only used one of the 3 visits for these tickets and due to unforeseen circumstances involving health and well-being, I was not able to use the other 2 days before the expiration date. I contacted Disneyland customer service department to see my options to either extend the date for one more month to use the remaining 2 days or receive some sort of credit to be used towards a purchase of new tickets. I contacted customer service by chat and email several times back and forth however NO solution was provided at all. There was no attempt made to try to resolve this situation under any circumstances and the responses were very unsatisfactory. While the amount of $735 does not seem to be substantial in consideration of the size of the business, it represents a substantial financial burden to hard working families like mine. The organization (Disneyland Resorts) did not even care about the personal reasons that prevented us from using the other 2 days. They also refused to enable me to submit a formal complaint or escalate the matter to a higher management level for further investigation and determination. Also, the tickets stated that in case they will not be used before the expiry date, customers should contact customer service to explore other solutions, which I did but eventually no solutions were provided. Below is the tickets information: Name: ***************** Ticket Numbers: 1) ********************** (***************** ****) 2) ********************** (*************************** ****) 3) ******************* (********************* ****) Thank you, *****************
Business Response
Date: 09/20/2022
Guest has been in correspondence via Guest Communications team -please refer to communications shared there.
Best Regards,

*****************
Guest Correspondence
Disneyland Resort

Customer Answer
Date: 09/20/2022
Hi,

I was in communication with the business guest relations team as indicated in their response however they neither provided any resolution to my concerns nor connected me to someone in charge to try to resolve the complaint. The Business response to BBB did not attempt to resolve anything, so I am rejecting it.
Thank you,

*****************
Business Response
Date: 09/21/2022
Guest has been in contact with the Guest Correspondence team and can refer to that correspondence.
Kindest Regards,

*****************
Guest Correspondence
Disneyland Resort
Customer Answer
Date: 09/22/2022
Again, same automated response received from business referring me to the previous guest correspondence which did not provide any resolution of my complaint. Seems that business is not taking the complaint and their customers concerns seriously. I still request a resolution to my issue as described in my original complaint.

Thank you,
****
Business Response
Date: 04/08/2024
The Disneyland Resort has attempted to assist this Guest, but we were unable to come to an amicable resolution.
Initial Complaint
Date:09/15/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Disneyland Season Passholder at the of my Pass My pass was due to Expire on August 31st Disneyland at the time didn't not have a window to renew passes I reached out to Disneyland At the beggining of August when they informed me their was updated dates to Renew Passes I received a email August 18th for the Renewal Process I didn't not Renew on the Date of the my pass expiring.... according to their website it clearly say consumers have 30 days prior to their pass to expire to renew passes based of my information I only had 12 days prior to my pass to expire for me to renew based of the date they sent out a notice that consumers can renew
Business Response
Date: 09/16/2022
Dear *******,
I sincerely apologize for your experience. Please be aware that in order to be assisted further you must reach out to our Magic Key Holder Services **************. This is the appropriate department to handle your concern.
Thank you again for your honest and constructive feedback.

Kindest Regards,

*******************************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:09/15/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was at the California Adventure park with my family on 9-14-2 during the ***** de la ******* coco musical at around 1:11 we were trying to get a video of the event and we saw people moving through the back of the crowd to get through to a better view we followed behind them when suddenly out of nowhere a worker named **** screamed at us that we could not go through the back we explained that we were trying to get a video but she continued to scream at us. My younger sister asked her why she let all the white people through and not us if it was about 15 got through in-front of us and continued to get through while she scolded us like school children. She continued to yell saying really youre, going to make this a race thing, Im half Mexican, my grandchildren are also Mexican too I explained to her that I understood she was trying to do her job but that we were trying to get a video of the event which is what we paid for after all she continued to yell and saw that I was holding my phone and she got in my face close enough that her saliva landed on my face saying yeah take a video get my name I told her I wasnt recording her or trying to record her and she continued to yell. I was trying to make the day enjoyable for my son and younger sisters so I decided to walk away from the event. This experience left a bitter taste in my mouth and ruined the whole day for me. I paid $104 for my day and she did not allow me to record or watch. I want to make this incident known and report that women. She is not properly trained on how to talk to grown adults and needs a racial sensitivity training with a refresher in Covid-19 health guidelines which she is not following and now I need to get Covid-19 tested. I bought my ticket to experience that even but their own employees kept me from it forcing me to go home early. I believe If not owed a refund at least an apology for being robbed of our experience which we paid for.
Business Response
Date: 01/02/2025
****** ******* INT27969500
Case ID ******** -DOE: 9/15/22
Reason: Already resolved. Sent physical letter. After they turned into an email that was
never sent to us.
Actions:
10/01/22: BBB mails letter to GC.
10/13/22: We receive a letter from BBB dated 10/01/2022. The Guest was contacted
the same day to share their feedback and concerns as requested in their email. We
acknowledged concerns and assured the appropriate leadership teams would be
notified.
Customer Answer
Date: 01/04/2025
No formal apology was given to me and they seemed to be in favor of employees actions.
Business Response
Date: 01/06/2025
The Disneyland Resort reached out to the Guest on October 13, 2022 via phone call, we apologized for the experience. We also documented and shared the concerns with the leaders.
Initial Complaint
Date:09/14/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought two Disneyland Resort 3-Day 1-Park - CA Resident Summer ****** on 8/21/2022 and made my reservations for two (9/7- 9/8) out of the 3 days. Unfortunately, the days we went where the highest days of the year and most of the events were postpone or canceled. We noticed on the tickets that our last day to use 9/15 yesterday and both 9/14 and 9/15 are blocked off and we can not reserve a day to go. I called in to the customer service number to attempt to get a reservation or an extension and ******** were extremely rude. I requested to speak to a supv/ mgr and I was told mgr do not answer any calls.I was told there was nothing they could do as the reservation is a live reservation I would just have to keep checking throughout the day to see if something opens up. At this point I am very upset with Disneyland and request / full refund or to be able to use my last day.
Business Response
Date: 09/14/2022
I sincerely apologize for your experience. I am happy to see you were able to get a reservation for 9/15. Should you have any further questions in regards to your tickets, please contact our Guest Information and Ticket Sales team at **************.
Best Regards,

*****************
Guest Correspondence
Disneyland Resort
Customer Answer
Date: 09/15/2022
I would like a call back from a manager. Its a shame that Disneyland feels like they can treat their guest this way. I found out a day before that I was able to enter one of parks. I am very lucky that I am semi local and my work was accommodating to give me the day off. I dont feel like this is acceptable.
Business Response
Date: 09/20/2022
Spoke to guest on the phone. Guest is aware that concerns have been documented and are appreciated.

Kindest regards,

*****************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:09/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello there, I purchased 3 magic key passes last year. I purchased them all at the same time - for myself and my 2 daughters. We visit Disneyland regularly, at times even weekly, and we are loyal Disney customers. We even traveled to Disney World this year for the first time. I remember glancing at the date on one of my passes, and it said it expired on 9/30/22 so because I purchased all 3 tickets together, I assumed that I had until that day to renew all 3 passes. I went to renew this morning and only one of my passes was there (my 5 year old daughters). I called customer service and explained the situation, and after explaining my situation and holding for a few minutes, the representative hung up on me (accidentally, I assume). When I called back again, the representative told me that 2 of my passes expired on 9/10 (2 days ago) and there was no option for me to renew them. I explained that I thought that they all renewed on the same day because they were purchased the same day (which is an understandable error) but she said that neither she (or a manager, who I asked to speak with) could help me. I held for a mag **** for only 30 minutes who repeated the same information. I am really disappointed with this customer service. I feel that it was not made clear to me at the time of purchase that they would not all be renewable at the same time. Most businesses have the ability to make exceptions based on circumstances. I believe that Disney can allow me to renew, they just will not allow me to talk yo a representative high enough to make that call. Thank you for your consideration.
Business Response
Date: 09/14/2022
Dear *****,
I sincerely apologize for your experience. Please be aware, in order to be assisted further please reach out to our Magic Key Holder Services **************. This is the appropriate department to handle your concern.

Kindest Regards,

*******************************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:09/03/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to Disneyland for my birthday yesterday. My partner was escorted out of California Adventure for supposedly assaulting a cast member. A manager told me that he was escorted out of the park because he pushed her trying to leave through an exit that wasnt an exit that was open. I was not around him when this happened and was inside the opposite park waiting in the front to give him his ticket. When I called to find out what happened he let me know that he was being escorted out but got off the phone. I started crying and asked cast member around me if they could find out what happened. They eventually told me. The manager walked me to one of the booths and the have me a partial refund since we had a park ****** for the day but didnt have the opportunity to enter both parks. I was mortified to say the least and was on the floor next to a booth because I couldnt stop crying. I hate crying in public. The whole situation was traumatic for me. Eventually a cast member came up to me told me I had to get up and that there were bathrooms near by. I told her I wasnt ready to get up. I wasnt ready to just walk by crowds of people because I dont like anyone looking at me. I guess I cussed during the interaction and she complained to someone. They essentially came over with several police officers telling me that I was trespassing at that point and had to leave the property. I tried to explain that I just needed some time to calm down. They were anything less empathic to the situation. I had my annual pass for years. My birthday was ruined, the situation was traumatic. I ended up hyperventilating.
Business Response
Date: 09/07/2022
Hello,
I called the Guest and addressed her concerns.

Kindest Regards,

*******************************
Guest Correspondence
Disneyland Resort
Initial Complaint
Date:08/31/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Disneyland has refused to provide a refund for special event tickets due to unforseeable events. These tickets were placed well in advance on Thursday, July 30, 2022 for a date of October 23, 2022. As a consumer, I do not appreciate Disneyland's lack of remorse and ill understanding of such unforseeable events. The fine print strictly states that it is "Not for resale. Non-refundable. Non-trasnferable." According to these guidelines, Disneyland should be able to change my date, I am not seeking a refund as I again, am simply asking for a date change. I have reached out via email and no response. **************** via telephone has been of no help and at times unprofessional.
Business Response
Date: 09/02/2022
You have reached the Guest ************************* which handles post visit concerns. In order to be assisted further, please reach out to our Guest Information and Ticket Sales team at ************** as they can assist with any pre-arrival concerns you may have.
Kindest Regards,

*****************
Guest Correspondence
Disneyland Resort

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Disneyland is NOT a BBB Accredited Business.