Complaints

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

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• 

  Disneyland

  1313 S Harbor Blvd Anaheim, CA 92802-2309

• 

  Disneyland

  PO Box 3232 Anaheim, CA 92803-3232

• 

  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

• 

  Disneyland

  1313 Disneyland Dr Anaheim, CA 92802

• 

  Disneyland

  1717 S West St Anaheim, CA 92802

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:12/04/2024

  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 refuses to provide appropriate disability accommodations. My daughter suffers from 7 debilitating medical conditions requiring daily management, including pain, dislocations, swelling, syncope, bleeding, and stress-induced physical reactions like hives, welts, and skin blisters. Despite her severe needs, Disneyland failured to accommodate ****** the park tickets are nonrefundable, we purchased Lightning Lane passes and tried to follow the new *** guide. This failed to address her unique challenges. Her conditions require alternating between walkingto prevent blood clotsand using a wheelchair to avoid strain and dislocations. Navigating lines was impossible due to extended wait times far exceeding advertised durations, leaving her in pain and anxiety. Exiting and re-entering lines with a wheelchair was stressful and impractical. This lack of accommodation disrupted our entire familys experience, forcing separations and preventing us from enjoying the park together.The *** application process was invasive and humiliating. We had to disclose deeply personal symptoms, only to have her request denied. Instead, we were given a map of respite areas and told she could leave lines while others waiteda dismissive and unrealistic solution. Staff even suggested relying on medical personnel for emergencies, ignoring the importance of preventative measures which is what the *** pass enabled us to do.We have been loyal visitors to Disneyland and Disney World for years, but this visitlikely our lastcontradicted Disneys promise of being family-friendly.Disneylands rigid new policies punish the disabled and chronically ill community. These individuals already endure immense challenges and should not have to prove their needs are real or suffer due to others abusing the system. Families invest significant time, money, and trust into Disney, expecting inclusion and care, and most families like ours are already strapped with medical bills.

  Business Response

  Date: 12/05/2024

  The Disneyland Resort had the opportunity to reach out to the Guest and is considering this case resolved.

• Initial Complaint

  Date:12/04/2024

  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,I tried making a reservation to go to Disneyland and there arent any available, I have had an annual pass for at least five years and Im starting to see some issues. Disney world in ******* no longer requires reservations so I dont see why its required here in California.I need Disney to open up more reservation availability, being the holiday season is a busier time and they should know that it is, so they need to open up more availability for BOTH Disney parks here in California. Thanks. Sincerely,**** *********

  Business Response

  Date: 12/05/2024

  The Disneyland Resort has contacted this Guest via email from *********************************************************** I am advising the Guest to please reply to the email that was sent so they can speak to the Guest further regarding their concern.

  Customer Answer

  Date: 12/05/2024

  Hello,

  Disneyland did not give a clear answer to a solution to the problem I had. 

  I do not believe it is fair for annual pass holders to be blacked out just so the company can sell the parks individual tickets so I need a clear responses that indicates an effort in making a solution to the problem I had.

   

  Thank you very much.

   

  Sincerely,

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

  Business Response

  Date: 12/06/2024

  The Disneyland Resort had the opportunity to reach out to the Guest and is considering this case resolved.

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair 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.

  Your system will not process my credit card. I spoke with my bank and they are authorizing every charge I attempt, but your security system kicks it out. I can't make purchases with your system currently. I was unable to buy Disneyland tickets using my default card. Your online agents were unable to help, nor could they provide a department that could. So I am reaching out to you in hopes your executive team can work with your credit card security team to find out what is not matching or working. All the information I use to process orders matches with 100% accuracy to what the credit card bank has on file. My card works with every other merchant, but you.

  Business Response

  Date: 11/08/2024

  The Disneyland Resort had the opportunity to reach out to the Guest and is considering this case resolved.

  Customer Answer

  Date: 11/08/2024

  
  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,
  
  ******* ****
  
   
  

• Initial Complaint

  Date:11/06/2024

  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.

  Starting 11/6/2024 at 10:00am after acquiring a *** pass for the past 4 years. I was on the phone 2x with the *** disability services area of Disneyland. The second party I spoke with regarding my previous call via video chat was dismissive , rude, and would not listen to a word I was saying. In addition while playing with her fingernails and speaking over me, I asked her to stop grooming her nails and speak with me. I was not rude and she hung up on me/discontinued the video. Her name is ******* in the *** department

  Business Response

  Date: 11/11/2024

  The Disneyland Resort's records indicate that another team had reached out to the Guest and discuss the concerns. The complaint has been resolved.

• Initial Complaint

  Date:10/30/2024

  Type:Product 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 Oct. 1, 2024 and spent $1653.00 for 4 people to attend Disneyland on 2 separate days. These were park ****** tickets for the prime days and I purchased *************** as well. We used the first day and had a wonderful time. When I went into my Disney App to make the second day reservation, the tickets were not there for the second day. When I called Disney, they said the tickets needed to be used within 13 days. They claimed the terms and services state as much. This maybe true about the terms and services, however, when making the reservation, I did not see this 13 day window disclosure. In fact, I thought we had 1 year to utilize the second day. And for anyone who has used the Disney App to buy tickets, it's not totally intuitive and somewhat intimidating for new users.This is KEY. Where was the email warning me to make the second day reservation when 13 days were about to expire? There was no email. If Disney if going to adhere to a very stringent policy where the customer can lose hundreds or possibly thousands of dollars worth of value, the Company should alert the customer before the expiration occurs so mistakes are not made.I interacted with Disneyland customer service 3 separate times on Oct 30. 2 of these customer services representatives were unsympathetic and borderline nasty to me. If you record calls, please listen to them. From a legal standpoint, Disney has made it extremely clear that this is all my fault and there is nothing they can do. However, I am still out significant value and my family is heartbroken as our holiday trip is now cancelled. This experience does not seem customer friendly to me. I feel for hardworking families who get caught up in the same mistake.I am not requesting a refund. I would, however, like to be able to visit the park for the second day that I paid top dollar for and have not received as of yet.

  Business Response

  Date: 11/01/2024

  The Disneyland Resort's records indicate that another area has assisted this Guest. Should they wish to speak further regarding their comment, we invite them to reach out to the team that had recently assisted them.

  Customer Answer

  Date: 11/01/2024

  
  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,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair 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.

  Last year I received a DAS pass for my numerous medical issues. It allowed me to ride some rides with my family. Even though it didn't provide a complete level playing field as other Disney guests, it helped. Today I called and spoke to *******, we spoke for about 40 minutes. He then called Naam over and he asked me some of the same invasive questions ******* had just asked me. I felt judged by this man. I was humiliated. I started crying when ******* gave me the awful news. I felt overwhelmed. I just wanted off the phone.Last year, I loved Disney for being inclusive. I felt they had compassion. I have spent a lot of money at Disneyland over the last 7 years. Anyone that knows me knows I'm a loyal Disneyland fan. It feels like now they have cut us off at our knees. I was told I could do something else while my family waited in line. It hurt me that this was their solution. So how long at each ride will I be sitting on a bench? I was told they can't even offer the attraction que in CA Adventure and only some rides in Disneyland. Currently I can only go on a handful of rides due to my health issues. I was told to do other things in the park. What are these things? I have problems with crowds, leave early before crowds, don't go to Fireworks, World of Color or Fantasmic. I was told to bring a sensory object such as a ball. It was so patronizing. It is so hard to go through this process and to share my medical issues.I'm wondering if this will be my last time in Disneyland, if we will no longer make this our vacation spot. It was magical for me last year using DAS. I felt childlike. I know they did this for those that are cheating the system. However, I am not one of these people. I would like them to offer what they did last year, a DAS Pass, my medical issues haven't gotten better over the year, they have only gotten worse.

  Business Response

  Date: 10/15/2024

  The Disneyland Resort’s records indicate the Guest has been assisted by our Guest correspondence team and the complaint has been resolved.

  Customer Answer

  Date: 10/18/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22421559, 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,
  
  
  
  Sandra Houx
  
  
  
   
  

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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 and had a great time. Towards the middle of my day there, I walked up to an employee to ask how to use a fast pass. He said all I had to do was buy the fast pass, then I could use the fast pass lanes as much as I wanted. I purchased it in front of the employee, who helped me find where to do so. Then I tried to walk in through the fast pass lane. He explained only at that point that I had to schedule my use of the fast pass ahead of time. And there wasn't a single opportunity for me to do so for the rest of the time I had at the park. I reached out and explained my situation, but they said they don't do refunds for fast passes. It was only around $30, but that money means a lot more to me than to Disneyland.

  Business Response

  Date: 10/02/2024

  The Disneyland Resort had the opportunity to address the Guest's concern and the complaint has been resolved.

• Initial Complaint

  Date:09/25/2024

  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.

  Disneys Anaheim Resident promotional offer is deceptive and misleading. Numerous customers are being deceived by the offers fine print wording. The offer states that Anaheim residents can purchase up to 5 tickets using the promotion. However, it does not state that each attendee must show a drivers license with an Anaheim address on it. The offers wording is very misleading and hundreds of customers have been affected by it. The offer rules should simply specify what is required from the guests. In our situation, what made it even worse is that the gate agent did not accept Anaheim utility bills, which two of our party members had on their phones. Due to this, we were forced to pay much more money at the gate for 4 of our tickets. This was not a pleasant experience and in addition to all that, 3 rides in the park were not in service and 2 malfunctioned while we were on them, causing more than 30 minute delays. In regards to the Anaheim resident offer, Disney could have simply added a disclaimer on the websites purchase page to state the specific rules of the offer, which is very vaguely written online. It seems very unethical that Disney did not proactively resolve this issue once it arose, which was shortly after the offer began many weeks ago. There was more than enough time to rectify this and prevent additional customers from being deceived. Its rather surprising, given that Disney has some of the strictest policies of any company, when it comes to ticketing, bookings, and overall rule enforcement. A example of this is how Disney has began to photograph guests at the entrance gate, which is a rather big privacy issue in itself. Please let us know what Disney would be willing to do for this case.

  Business Response

  Date: 09/30/2024

  The Disneyland Resort has contacted this Guest via phone. We are awaiting a response. An email was sent through *******************************************************************************************************************, so we may speak further regarding their concern.

• Initial Complaint

  Date:09/24/2024

  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.

  Aug 10, 2024 I am writing to formally address a serious issue we encountered with Disneyland's ******************************* employees concerning our daughter, who has a medical condition and has previously been approved for DAS services.Despite our repeated communications with Disney, we have not received a satisfactory resolution to our concerns. It has become evident that our daughter was discriminated against during our recent visit, which is both unacceptable and ************** a result of the lack of response and support, I have escalated this matter to the Department of Justice.

  Business Response

  Date: 09/26/2024

  The Disneyland Resort and other areas within the Resort have contacted the Guest and addressed their concerns. Due to security and safety issues along with company policy, we were unable to come to an amicable resolution.

• Initial Complaint

  Date:09/21/2024

  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 am writing to file a complaint regarding the revocation of my Disneyland Resort Magic Key Pass, which I believe has been handled unfairly.On September 18, 2024, I received an email notifying me that my Magic Key Pass was revoked. In a subsequent conversation with a Guest Correspondence representative, . The stated reason was that I was allegedly reselling merchandise at inflated prices, which they claim constitutes a business. However, I have never resold items online or purchased exclusive park merchandise for resale. My purchases are solely for personal use.I requested evidence supporting these claims. I was informed that there was no proof available for me to review, nor was there any process in place for contesting these allegations. This lack of transparency is troubling and feels unjust

  Business Response

  Date: 09/24/2024

  The Disneyland Resort had the opportunity to speak with the Guest. We have advised the Guest to reach out to the Magic Key team for further assistance.