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:04/28/2024

  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.

  My husband and I visited Disneyland on April 6, 2024 After waiting in a very warm room with very little air conditioning and crowded. The delays were overwhelming because the ride Hyper Space Mountain kept breaking down. We finally onboarded and got stuck part way through. I started having a panic attack and was having a difficult time, the air was thick and hot. Through the remainder of the day, I was feeling very anxious and stressed because of my experience. I got sick to my stomach because if the unnecessary stress and anxious beating in my heart. It was a miserable trip.We are getting ready to retire and move out of California. I want a weekend at Disneyland Hotel and Tickets to return with my husband to the park. I feel this is fair compensation for the horrible experience and suffering I endured while being in distress over a broken ride.

  Business Response

  Date: 05/03/2024

  The Disneyland Resort is attempting to assist this Guest and reach out via email. 

• Initial Complaint

  Date:04/24/2024

  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.

  Good evening. My name is *********************. My husband, parents and I have been visiting the parks here in ******* and have been having a great time. Today we rode Guardians early in the day as it's my husband's favorite ride. My husband **** is a quadriplegic and uses a roho cushion on the ride due to the hard seats and his weak skin. Pressure sores are a very real danger to him and he cannot ride without this cushion. We rode the ride with no problem this morning and then went back later as he loves this ride so much. My parents had boarded and I was helping **** transfer and he put the cushion on the seat and the woman running the ride very curtly and in front of everyone told him that the cushion is not allowed. He explained that he can't ride without it as it is an assistive device and she didn't care. So, him and I talked to the ride manager ***** and he said there was nothing he could do but that we should write in with our concerns. I understand that rules are rules, BUT my husband felt very discriminated towards as this is the only way possible for him to ride this ride, his favorite. He is told too many times in life that he can't do things because of his disability and then when we are at our favorite vacation destination and he is told that he can't ride his favorite ride due to this...yeah it's heartbreaking. He was crushed. I would love to hear from someone to see if we can't find a solution to this situation. Thanks for your time. We will be at the park one more day (April 23). Update: April 23. Every ride we attempted to transfer my husband onto with his cushion he was turned away. We paid big money for this vacation and he was barely able to ride any rides due to this new rule. We would like to speak with guest correspondence.

  Business Response

  Date: 04/26/2024

  The Disneyland Resort contacted the Guest and had the opportunity to address the Guests concerns. 

  Customer Answer

  Date: 04/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to the complaint 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:04/15/2024

  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.

  Disneyland After Dark: Star Wars Nite Ticket Confirmation Number: DD560151831381515264 Order Date: Friday, February 23, 2024 Event: April 18, 2024. I am unable to use these two tickets as my Dad had a brain bleed that required surgery in ** which was obviously unexpected nor planned. I bought a one way ticket to **. I will not be returning in time to use these tickets. Disneyland Guest services offered me to gift the tickets to someone else which is odd to me as the tickets say non-transferable. They want to bend rules so a gifted guest can spend money at their event as I cant . Disneyland has really taken the magic out of Disney. I am an Imagine Pass Key Holder. I want Disney to refund or give me a voucher for future use. Ive attached documents as proof. Disneyland/Disney needs to do better and care more about their customers instead of money.

  Business Response

  Date: 04/19/2024

  The Disneyland Resort had the opportunity to address the Guests concerns and is considering the matter closed. 

• Initial Complaint

  Date:04/03/2024

  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.

  Purchased lightning ******************* plus pass. Used/redeemed once. 4 other rides were scheduled and told that we could not rider swap, or broken down, issued pass to go to other ride, other rides said it didnt work on their ride. We were unable to schedule other rides or utilize pass, and wish for a refund because employees stated we could not use ******** that was paid for but they said we could not use it in any situation we tried. We spent genie plus on 4 passes. We would like refund for these passes in the amount of 140 dollars

  Business Response

  Date: 04/04/2024

  Dear ******,

  Thank you for speaking with me today. As we discussed,I will be sending you an email via Guest correspondence with further information. 

  Kindest Regards,

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

   Guest Correspondence

   Disneyland Resort

• Initial Complaint

  Date:04/02/2024

  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.

  We have paid over $800 to go on rides at Disneyland and have spent hours waiting in lines. Several times there was no ride at the end of the line or we ended up trapped on the ride. We offered no compensation, not even a ticket to come back and skip the line when it reopened though we were at the front or had just been seated when the ride broke down more than once.

  Business Response

  Date: 04/17/2024

   

  The Disneyland Resort is currently in contact with Guest and is working on a resolution.  

  
  

• Initial Complaint

  Date:03/21/2024

  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 paid full price for theme park tickets when I shouldve had a discounted rate because I work for advent health, the amount I paid was $831, it shouldve been $700.48, I would like to be credited $131 back to my card or at least a gift card in that amount! I tried reaching out to Disneyland first and they said they are sorry but cant do anything about it!

  Business Response

  Date: 03/25/2024

  Dear ****,

  My attempt to reach you today was unsuccessful. I will be sending you an email via Guest Correspondence with important information.

  Kindest Regards,
  
  *******************************
  Guest Correspondence
  Disneyland Resort
  

• Initial Complaint

  Date:03/18/2024

  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 Park 03/17/2024 My sister, my friend and I I have a medical history for severed asthma we visited the treehouse (about 7 stories high)when we got back down i started to suffer a physically induced asthma attack on top of being malnourished and dehydrated we were on the way to ********* for refreshments and I passed out nurses and paramedics came and cleared me I repeatedly told the staff i just needed food and water and to sit down as this isnt the first time this happened and i already knew what to do Despite this Disney Staff proceeded to tell us to leave the park immediately and when we asked why they said i was "unsafe to remain on the premises"we complied and were escorted to the other side of the park (when we were not too far from the entrance originally)we were told to walk 30 mins around the park and were refused tram service even though their reasoning for kicking us out was due to "my health" i almost passed out again trying to walk to my car and my minor sister had to go get the car and come pick me up.We were discriminated on and medically mishandled by Disney Staff, especially the head nurse and the security perssonel, *******. They treated us as criminals when I needed was food and water, which were never offered to me at anypoint. We only were at the park for 1 hour and Staff refused to refund our tickets and have not contacted us as promised to reschedule our reservation.

  Business Response

  Date: 03/20/2024

  The Disneyland Resort contacted the Guest and addressed their concerns. Due to security and safety issues along with company policy, we were unable to offer compensation and, therefore, could not come to an amicable resolution. 

  Customer Answer

  Date: 03/20/2024

  they denied compensation on the basis that it is against their policy. However, head of security took pictures of *********** and informed they will contact us within 24 hours to reschedule our reservation which they never did. They claimed they cannot offer refund due to the fact that we were given a trespass issuance that was given to us as we were walking to the exit.

  Business Response

  Date: 03/25/2024

  Dear *******,

  The Disneyland Resort contacted this Guest and had the opportunity to address the Guests concerns. We are considering the matter resolved.

  Kindest Regards,

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

  Customer Answer

  Date: 03/27/2024

  Business did contact with no intentions of coming to a resolution. Therefore I do not accept this response as we were guaranteed a refund by the head of security which we never received. Business had no intention of refunding or rescheduling the tickets as promised and would not have reached out to us if it was not for this complaint. If policies are strict then all staff should be properly trained in order to prevent such miscommunications. I would like some kind of fair resolution to this as Disneyland is not taking any responsibility for their staffs discriminatory actions against me and my family. 

• Initial Complaint

  Date:03/11/2024

  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.

  On Tuesday March 5th 2024 I was at the Disneyland park for my daughter's 8th birthday. That same day, Disneyland annual passes went on sale and we decided to upgrade my daughter's ticket for her birthday, and so the $200 we paid for her ticket would be applied to her pass. I was able to upgrade mine, but for whatever reason the app wouldn't show the option to upgrade my daughter's ticket. We went to ticketing as guest services instructed, ticketing told us we had to do it in the app and there was nothing they could do. We waited and waited, and eventually told an employee at the park, who told us just to buy it in the app and write in to request a refund. So we did that. I've tried to seek help from Disney but every single time I do they are unwilling to help and are in fact very rude and dismissive. I just got off the phone with an employee who was constantly talking over me, and even when I tried explaining to a ticketing person it wasn't my fault the app wasn't working she literally told me "it is your fault." They keep telling me I should have gone to guest services and visited ticketing before purchasing the pass, which are things I did in fact do the day we were at the park. The app wasn't working and I was given incorrect information by their employees. None of these things are my fault, and they keep saying it's in the "terms and conditions" but not once was I advised of that during my day at Disney asking for help.I have reservation numbers, screenshots, all proof to show I was trying to upgrade my daughters ticket but was unable to. It makes no sense I would pay an additional $200 for no reason when I could have upgraded and applied those funds to the pass, yet Disney is not willing to help. All I want is for the right thing to be done and receive either a $200 refund, or a $200 Disney gift card to credit me for the $200 I paid that should have been applied to the Disney annual pass.

  Business Response

  Date: 03/15/2024

  The Disneyland Resort had the opportunity to address the Guests concerns and is considering the matter closed. 

  Customer Answer

  Date: 03/15/2024

  If by saying they consider the matter closed they mean they literally did and are going to do nothing to help me and are happy with the fact they werey extremely rude and dismissive in their responses on multiple occassions to my inquiry, then I guess there is nothing more I can do. I would like to publish this complaint officially. It baffles me for as big of a company as they are they are unwilling to help their customers in these situations.

  Business Response

  Date: 03/20/2024

  The Disneyland Resort has attempted to contact this Guest via telephone and email, but we have been unable to reach them. The Guest was invited to contact **********************************************************. As of now, we are considering this concern closed until the Guest responds. 

  Customer Answer

  Date: 03/27/2024

  i dont accept their response but they arent going to do anything about this, so i think we can just close this out as a complaint

• Initial Complaint

  Date:03/05/2024

  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.

  Disney travel package Confirmation #******** - Hi! I purchased a vacation package with the Disney Travel company. Im reaching out because Im a Southern California resident and I was not offered the Adult ******* California Resident park entrances Rate for me and my husband. I called the Disney Travel company line and after 55 minutes and speaking to 3 different cast members, I was informed I was overcharged $115.00 or $175.00 per adult ticket but there was nothing they felt should do about it. I purchased two adult park tickets for one park each day, with Genie+ it cost about $490.00 for each adult doing it with the travel company. It would have cost $315.00 per adult with the Southern California promotion. This is deceiving and wrong. Im addition to this I purchase two child tickets and hotel stay, why not be fair and honor the correct promo that we clearly qualified for? Im concerned that I was knowingly overcharged. It has left a bad taste on me and I regret having trusted in the Disney travel company. When you purchase a vacation package you dont get an itemized breakdown of what you are paying for (hotel stay, park tickets and other items). This made it hard for me to confirm my suspicion, the pricing seemed off. I kindly ask to have this corrected and to please reimburse me the $350.00+tax or issue a gift card for the value of the overpayment.

  Business Response

  Date: 03/08/2024

  We have sent this Guests concern to our partners within the Disneyland Resort and they will contact the Guest with a resolution as soon as they are able. 

• Initial Complaint

  Date:02/29/2024

  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.

  My mother purchased Disneyland magic key passes as a gift for myself, my husband and 2 of my children. She was making monthly payments and unexpected passes away. I contacted Disney guest services after receiving delinquency emails on my mothers payments to let them know she had passed away and I am not able to take over the payments at this time. I was directed to the resolution center when I again told them I am not able to make the payments at this time and my wish is that the portion paid be refunded since the tickets have not yet been activated. The refund would have to be made out to myself as her next of kin, as the payments were being made from her direct express card which is a card linked directing to her social security account which no longer exists. I also email a copy of her death certificate as requested. After almost 2 weeks I finally hear back and Disneyland is refusing to refund the portion paid. They said my only option is to take over the payments and accept the passes. Even under the circumstances. I cannot financially take over the payments. My mother generously purchased these for us not knowing we already had passes. I cannot believe this is my only option. Please help me so all the money my mom paid towards these passes does not get wasted for no reason. I am unsure of the amount and have no way to check now that her social security account is closed however my guest guest would be that the amount paid is somewhere near $2,000. Please help me get this money back as these passes have never been used. Thank you

  Business Response

  Date: 03/04/2024

  The Disneyland Resort is currently researching this Guests concern and has sent them a response through *************************************************************** we have completed our research, we will contact them further. 

  Customer Answer

  Date: 03/05/2024

  Hello it is now 11:58 on March 5th I just received a call from ******** notifying me that its Disneylands policy to never give refunds on magic key passes. However *** already been given Contradictory information from *****, who I was originally speaking to about the matter. ***** suggested that I try guest services one more time before going to the better business bureau. So that is what I did. It was extremely obvious that ******** knew no details of my request and was quickly scrambling through notes while on the phone with me. She said they do not offer refunds whatsoever on magic key passes. Previously I was told when a person making payments passes away they do refund payments however the refund must go back to the original form of payment. Now Im not sure who is misinformed in the matter but again, Im requesting a refund for payments made towards magic key passes that were never activated or used. Again I am not interested in taking over payments at this time. Again my mothers bank account has been closed. How is almost $2000.00 going to go to waste if I cannot pay the balance on these passes? This is unacceptable and cannot be the only option. 

  Business Response

  Date: 03/08/2024

  The Disneyland Resort has followed up with this Guest and informed them we are researching their concerns further and will contact them with an update as soon as possible. 

  Customer Answer

  Date: 03/21/2024

  I was supposed to be contacted sometime last week. Did not hear from anyone in regards to this matter. Last we spoke guest services told me they do not give refunds of any kind, which again Im already aware this is untrue in the case of death. Guest services is giving me short blanket answers which are untrue to my situation and completely unacceptable.