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Business Profile

Amusement Parks

Walt Disney World Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Amusement Parks.

Complaints

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

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Walt Disney World Company has 15 locations, listed below.

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    Customer Complaints Summary

    • 241 total complaints in the last 3 years.
    • 71 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/20/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 had the worst experience so far at disney and ive only been here for 2 days. The trip started off with a man being arrested and held down screaming he was being assaulted as were walking into our resort at pop century. My 6 year old witnessed all of this and is traumatized questioning me about all of this and why the police were on top of the man hurting him. Then we go to the magic kingdom I purchased lighting lanes and was only able to go on like 4 attractions in the whole park with that because the times were ridiculous the ride times were outrageous. There were cast members in tron that were rude to us for asking questions about baggage. Ive spent so much money on disney in the past and on this vacation for in the first two days it to get ruined.i have horrible anxiety and the park doesnt do anything to accommodate people . I went to guest services and spoke to *****. he just made it even worse he was rude and couldnt do anything for me but give me your card. I wasted all my money on this vacation so far and its been horrible . Lastly, at animal kingdom one of your employees at avatar was digging his fingers into my daughters hair pulling at her hair to measure her saying he had to make sure it was her scalp touching the measure board, this was after she had already road rides 44in or higher for 3 days in your parks. I would like to be contacted by someone via phone to speak to. I spent over 6000 dollars on this trip To leave with a horrible experience and my 6 year old traumatized. *****

    • Initial Complaint

      Date:03/18/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 3/18/2025 I was denied DAS even though I meet the medical necessity guidelines. I have a medical diagnosis of Autism, ADHD, CVI (Chronic Venous Insufficiency), Homozygous Factor V ****** with a history of DVT (deep vein thrombosis). On 3/13/2025 I just went through another Radio Frequency Ablation to have another vein removed from my leg due to venous insufficiency and will still be recovering during my visit to *******. I have a service dog and unable stand or sit for long period of time as it exasperates my medical condition. I feel as though this was severely discriminatory and that my wellbeing was not taken into consideration. I would like to have this reviewed. I would be happy to provide additional medical documentation from my provider.

      Business Response

      Date: 03/23/2025

      Since the guest wrote to the BBB on March 18, we have spoken with him twiceonce on March 18 and again on March 23and discussed his concerns.

       

    • Initial Complaint

      Date:03/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 "Report ID is: ********". Jacket left on fence to see parade, then gone when returned (so not lost, but gone from where I remember I left it) and lost and found never retrieved despite specifics of folded glasses case in one pocket, may have had my contact info. in another, and a bottle filled w/water in other pocket. ************** I ate at after parade confirmed I didn't leave it there. Security cameras should be able to show it on the fence and then who took during the ~12pm to ~3pm time frame. Disney told me to contact you, so perhaps they'll be happy to help.Location info.: Across from ***************, past that fence/barrier there's the next street there and on its far side (that side of that street farthest from ******** corner is a metal fence I had it on).The best way to reach me is email, but you may call if you need. I seek my jacket to be retrieved and as it appears to have been stolen that you use your security cameras to find out who did it and not let them back into the parks unless they return it and promise to not take any more people's things.

      Business Response

      Date: 03/15/2025

      Please know, this Guest has already been contacted directly by our department. Guest has been given the correct steps to take and to contact local law enforcement for further assistance. I am sorry for their continued disappointment.

      Business Response

      Date: 03/17/2025

      Date Sent: 3/15/2025 8:20:48 AM
      Please know, this Guest has already been contacted directly by our department. Guest has been given the correct steps to take and to contact local law enforcement for further assistance. I am sorry for their continued disappointment

      Customer Answer

      Date: 03/17/2025

       
      Complaint: 23061569

      I am rejecting this response because: I already contacted local law enforcement. Although they may ultimately do something of use, they indicated on the phone that is Disney that would decide how to use their security cameras to figure out what happened and take action. Therefore I contacted Disney asking for assistance. I hope that this complaint will be taken seriously.

      Sincerely,

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

      Business Response

      Date: 03/19/2025

      We regret Mr. *********** continued disappointment. Please know, Mr. ********* was contacted by a Cast Member on March 13, 2023 who advised him to contact the local authorities for additional assistance.

      Regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort 

       

       

       

    • Initial Complaint

      Date:02/27/2025

      Type:Product Issues
      Status:
      Unresolved
      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 in regards to my registration for the 2024 Run Disney Half Marathon. Due to complications with my pregnancy, specifically hyperemesis gravidarum (extreme vomiting), I was unable to participate in the race. This medical condition made it impossible for me to engage in any physical activity, and I struggled to eat or drink properly, making participation in the event unsafe.I reached out previously to inform them of my situation, and I appreciate their offer of a $121.96 refund in the form of a gift card. However, given the circumstances, I respectfully request a full refund of the race entry fee, minus the processing fee of $16.09, to be issued to my original payment method.I understand that there are policies in place, but I believe a full refund is reasonable given that my inability to participate was due to a serious, unforeseen medical condition. I hope you will consider this request and look forward to your prompt response.

      Business Response

      Date: 03/25/2025

      Thank you for contacting us on behalf of Kayla ****. Our records indicate that a Cast Member contacted ***** and appropriately addressed his/her concerns at that time.

      Customer Answer

      Date: 03/25/2025

       
      Complaint: 23000714

      I am rejecting this response because: it does not adequately address my issue. It appears that my concerns were not thoroughly reviewed, and I was given a generalized response rather than a solution. Additionally, I had to reach out to your team rather than receiving proactive assistance, and the issue remains unresolved

      Sincerely,

      ***** ****

    • Initial Complaint

      Date:02/24/2025

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 have received numerous spam e-mails from this company. I have tried unsubscribing and contacting them.

      Business Response

      Date: 02/25/2025

      Thank you for contacting us on behalf of *******.

      Our records indicate that a Cast Member contacted ******* via email correspondence on 02/25/2025 and appropriately addressed his/her concerns at that time.

      Customer Answer

      Date: 03/03/2025

       
      Complaint: 22984082

      I am rejecting this response because the business responded to delete my account with Disney. I never created an account with Disney and did not receive a response to my e-mails to the business on February 25 and 26. My e-mails are simply requesting confirmation the business received my e-mail and two supporting documents.

       

      Action requested by Business: Once the business has responded to my e-mails confirming receipt of the e-mail and two attached documents then we can proceed with closing this BBB complaint. 

      Sincerely,

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

      Business Response

      Date: 03/04/2025

      Thank you for contacting us on behalf of ******* *****. Our records indicate that a Cast Member contacted Mr. ***** and appropriately addressed his concerns at that time.

      Customer Answer

      Date: 03/05/2025

       
      Complaint: 22984082

      I am rejecting this response because I still have not received a response to my e-mail to the business on February 25 and 26. The business just sent a generic e-mail to delete my accounts but I do not have an account with this business.

      Action Needed: Business needs to confirm they have received my e-mails on February 25 and 26 and that they have also removed me from all of their contacts and marketing campaigns. 

      Sincerely,

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

    • Initial Complaint

      Date:02/19/2025

      Type:Product Issues
      Status:
      Answered
      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 request a refund for my recent visit to **** Disney World. On JAN 18 2025, I entered the park expecting to enjoy a day with my family, including my small children. However, within the first 30 minutes, I realized that every ride had an excessive wait time of at least 1.5 to 2 hours, making it nearly impossible for my family to experience the park as anticipated. Given that Disneyland promotes a magical and enjoyable experience, these wait times made it unrealistic for us to participate in the attractions we paid for.After bringing my concerns to Guest Services, I was offered a voucher for a future visit. While I appreciate the attempt to resolve the issue, this solution did not help, as I attempted to return on a different dayover the Presidents Day weekendand encountered the same unreasonable wait times. Because the core issue of overcrowding persists, the voucher does not serve as an adequate resolution.Due to these circumstances, I am requesting a full refund of my admission fees. The experience did not align with Disneylands advertised expectations, and I was unable to use the services for which I paid. I kindly ask that you reconsider my situation and issue a refund so that my family does not suffer a financial loss for an experience we could not reasonably enjoy.Please let me know how you can assist in resolving this matter. I appreciate your time and consideration and look forward to your prompt response.VOUCHER INT44630997 AND INVOICE **********

      Business Response

      Date: 03/10/2025

      Thank you for contacting us on behalf of Mr. ****************** records indicate that a Cast Member contacted Mr. ******* on February 23, 2025 and appropriately addressed his concerns that time.

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort

      Customer Answer

      Date: 03/10/2025

       
      Complaint: 22961459

      I am rejecting this response because:

      they do not want to refund me the money

      Sincerely,

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

      Business Response

      Date: 03/12/2025

      Thank you for your continued correspondence on behalf of Mr. ***************** regret Mr. ********* continued disappointment. However, please be assured that Mr. ********* concerns have been thoroughly reviewed and properly addressed. 

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort 

    • Initial Complaint

      Date:02/18/2025

      Type:Customer Service Issues
      Status:
      Resolved
      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 World Avertising on SlingTV is out of control. Today I cancelled my subscription to SlingTV due to the overwhelming amount of ads for Florida Resident passes. I noticed the ads starting around October 2024. I do not have exact stats but it seems like the ads run 8 to 10 times an hour and they play an annoying jingle that repeats over up to 3 times in sequence on each ad. No matter the channel I could not escape hearing these annoying songs. I hesitated to submit the complaint as it seems so trivial, but I keep TV running in the background 10 hours a day. I would love to tell everyone I know how obnoxious and obstrusive the ad campaign is to deal with day after day. I am cancelling my DisneyPlus and **** subscriptions as well. I have always thought highly of Disney but I am over the entire company. Thank goodness they have not poisoned other streaming services.

      Business Response

      Date: 02/19/2025

      Thank you for contacting the **** Disney World Resort. 

      As this is not a service concern related to the **** Disney World Resort, we are unable to assist. 

      Kindest regards, 

      Guest Experience Support & Solutions 
      **** Disney World Resort

      Customer Answer

      Date: 02/19/2025

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find and this is the pitiful response I expected.  The matter is closed in my book at this time.  I appreciate the BBB service and thank you the BBB for your assistance.  

      Sincerely,

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

    • Initial Complaint

      Date:02/11/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 4/5/2025 I purchased A FAMILY package OF 3 FAMILY MEMBERS THE PARK IS refusing TO refund MY MONEY I CONTACT THEM AND TRYING TO RESOLVE THIS MATTER BUT they refused TO CANCEL MY agreement THE REASON FOR cancellation OF THIS agreement THE PARK IS NOT OPEN SOMETIMES LIKE WE promised BY THE ticket agent WE WANT ARE MONEY BACK ALSO WE HAVE terrible experience INSIDE THE PARK WE ASK THEM TO RETURN OUR MONEY BUT THEY refused

      Business Response

      Date: 02/12/2025

      Thank you for your correspondence on behalf of Mr. *************** records indicate the Mr. **** spoke with a Cast Member on February 11, 2025  who advised of our policies and why we are unable to assist with his request. 

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort

    • Initial Complaint

      Date:02/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Dear Disney:I have chronic migraines, which are so disabling that sometimes I can't do basic tasks, I can't work nearly as much, trouble with being a parent at times, etc. They do get triggered by light, but also can come on w/o explanation (even upon awakening). The way Disney has accommodated my disability in the past was DAS that then allowed 2 rides to be pre-chosen plus to pick what I was to do next when I was in line or finished the line w/my current ride. This got in more rides [hopefully] before the headaches worsened too much to enjoy my remaining time for the day. I talked to DAS and their supervisor, but no one had any accommodations they could provide that would help (e.g., having others in my party wait in line then I come in later wouldn't do anything since it is the wait time and not the lines themselves that's the issue, and if you've ever had a migraine then you'll know how you can't enjoy Disney with one of moderate/severe pain. I'm also arguably in a worse position to afford lightening tickets, too, given my disability's impact on my earnings. If you can't help me, this may be my last time at Disney, especially if the severity of the headaches hits early on and I have few to no rides I can fully enjoy. I'm hoping you can come up w/a solution that can truly help me.

      Business Response

      Date: 02/09/2025

      Thank you for contacting us on behalf of ****** *********. Our records indicate that several Cast Members spoke to Mr. ********* on February 8, 2025 and appropriately addressed his concerns at that time.

      Customer Answer

      Date: 02/09/2025

       
      Complaint: 22916989

      I am rejecting this response because Disney responded saying hat I said (that I talked to two people already about this and now need assistance for my disability that is outside the authority of the people I talked to prior to my BBB complaint).

      Sincerely,

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

      Business Response

      Date: 02/12/2025

      This responds to a customer complaint about the ************************* (***) program at the **** Disney World Resort. *** is intended for a very limited population of Guests who, due to a developmental disability like autism or similar, are unable to wait in a conventional queue for an extended period of time.  Apparently the customer was offered accommodations for her disabilities but was not offered ***.

      Disney offers a wide range of accommodations for many different types of disabilities and has set the standard in the theme park industry for innovative and effective services for persons who require assistance. In recent years, however, the percentage of our Guests who request *** has increased well beyond the number who require this service indeed it has tripled. This is because *** provides an extraordinary benefit never having to wait in the regular lines for most rides and Guests for whom *** was never intended began requesting the service in increasing numbers.

      Disney has acted to stem this abuse and overuse of *** while continuing to offer alternative accommodations for Guests who do not require ***.  This effort is based on an exhaustive analysis and years of experience with every aspect of the *** program,including expert advice about what makes someone unable to wait in a conventional queue for an extended period of time. 
      Thus, *** is made available to those Guests who cannot access our attractions without it. We are confident that *** is the right match for this small group of Guests and that other available services will accommodate different needs.
      Thank you for allowing us to explain our side of the issue raised by the customer, who we hope will consider the entire offering of services and accommodations available in our theme parks.


      Sincerely,

      **** Disney World ********************** Team  

    • Initial Complaint

      Date:02/07/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 looking to buy 30 tickets for Florida residents for the *****************************. I do not wish to buy group sales tickets or student tickets; I specifically want to acquire the Florida resident tickets. Since the school is tax-exempt with a valid Florida tax number, I am having difficulty finding someone who can help eliminate the sales tax from the purchase as required by state law.

      Business Response

      Date: 02/10/2025

      Thank you for contacting us on behalf of Mr. ************************** who wish to purchase 30 or fewer tickets and pay by credit card can order tickets online at *****************************************************. A Florida State Tax Exempt Certificate starting with "85-" or a diplomat ID number is required. These are the only acceptable forms of documentation for tax-exempt orders. Guests who wish to purchase 30 or fewer tickets by another form of payment must visit Theme Park Guest Relations upon arrival. Guests who wish to purchase more than 30 tickets will need to contact the Park and Event Ticket Sales Team at ************.

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort 

      Customer Answer

      Date: 02/10/2025

       
      Complaint: 22912067

      I am rejecting this response because:

      The problem with obtaining tickets at guest services is that park reservations are necessary for the tickets. If we tried to collect them on the day we arrive, it would lead to complications with the park reservations.

      Sincerely,

      Perry Johannesburg

      Business Response

      Date: 02/12/2025

      We regret Mr. ************** continued disappointment. We do not have any additional information to provide regarding this matter. Should Mr. ************ wish to purchase ************* Tickets a Sales Representative will provide additional instructions and guidelines for these tickets. 

       

      Customer Answer

      Date: 02/12/2025

       
      Complaint: 22912067

      I am rejecting this response because:

       

      I prefer not to buy group tickets or student tickets because working group ticketing can be a hassle, especially with their policy of needing to purchase 60 days ahead of time. 

      While Disney may be known as the happiest place on Earth, they are also incredibly difficult to deal with.


      Sincerely,

      Perry Johannesburg

    Walt Disney World Company is NOT a BBB Accredited Business.

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