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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

    • 238 total complaints in the last 3 years.
    • 72 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:10/19/2022

      Type:Customer Service 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.
      Once again you are proving that the magic is truly gone from WDW. Ever since the pandemic nobody goes above and beyond anymore. You're lucky to get a sorry, but no actual steps to resolve or make a great guest experience. You don't even go out of your way for disabled vets like myself. Case in point, thanks to hurricane Ian, our stay at Saratoga Springs was canceled by you. I sent no less than 7 emails trying to get a response only to get generic replies and no actual assistance. We got the 2 bedroom villa with the Disney plus discount for only $760 per night. I simply asked if you would honor that rate for our December trip since we never got to enjoy the resort or rate that we were entitled to. You have a 20% discount now and b/c it's your "seasonal rate", aka inflate prices to take advantage of those on holiday vacation, the same room is now $996 per night, almost a $300 difference which is completely unacceptable. I asked you to honor our original rate because I know you can adjust things for guests and make exceptions and was given the lame "sorry" we can't price match. I wasn't asking for a toy to be price matched, I was asking that you honor the rate we had for a stay we couldn't enjoy b/c you canceled our reservation on us, and we ended up having to evacuate. We also had to cancel our Epcot 40th anniversary day that same week due to the hurricane and we didn't get our (4) $25 gift cards to use at a later date, nor did we get the free parking all of which came with our D23 membership. I ended up canceling that b/c it was of no use since we couldn't go to the park for that event. Nobody did anything to help, nobody offered any sort of consolation prize or honor prices or benefits that we lost out on. You seem more concerned with profits than guest experience and it's disgusting to me. I see why more guests are going to *********, and you are about to lose one more as you continue raising prices, losing value, guest experience and the magic.

    • Initial Complaint

      Date:10/18/2022

      Type:Customer Service 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.
      Dear Better Business Bureau,On June 6, 2022, we purchased a vacation package to stay at Disney's Animal Kingdom Lodge from September 27, 2022 to October 1, 2022 with two 3-Day Tickets with Admission to 1 Park Per Day, totalling $******** USD. The package confirmation number is ********. Due to Hurricane ***, **** Disney Company closed the theme parks during our vacation and failed to resolve our request for a refund. We have spoken to more than 10 Disney cast members to resolve our issue, waited on hold for more than 4 hours and 36 minutes to resolve our issue, and endured a horrible experience at the Disney World resort and theme parks. Please see the supporting complaint letter (attached). What we need in the next 48 business hours is a total refund of ******** USD onto our original payment method for our stay at the Animal Kingdom Lodge and the two 3-Day Tickets with Admission to 1 Park Per Day. We are more than happy to provide confirmation emails, call records, and notes from conversations with your cast members as needed. Please have someone contact us immediately at *************** to have this resolved.

    • Initial Complaint

      Date:10/14/2022

      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.
      This is to about a charge of $2,422.96 to Walt Disney World (WDW) Ticket Services on 9/25/2022. We purchased eight two day tickets via the phone ticketing service for our family for the purpose of admission to the Magic Kingdom. We were told this covered a park reservation in addition to valid admission for each person. When we arrived in Orlando, the Disney app had not populated our tickets. We called Disney World to resolve the problem with the app and the tickets. We were told that we had to pay an additional $638.96 to gain admission to parks which we did not even include the Magic Kingdom as originally purchased. The best we could do was get admission to parks that were no one's choice. Even though we had to buy two day tickets to gain any admission to Disney World, the records will indicate that we only attended one half of one day because no one wanted to visit the available parks. We did not receive what we paid for. The confirmation number for the $2,422.96 was ************ We want a refund for $2,422.96 plus $638.96 for a total of $3,061.92.

    • Initial Complaint

      Date:10/14/2022

      Type:Customer Service 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.
      False Advertising, Bait and Switch: On Monday, October 10 we arrived at Magic Kingdom advertised as the "Happiest Place on Earth". We were told that Magic Kingdom was sold out however for an additional $65 per ticket we could buy a Park Hopper Ticket and enter the park after 2 pm and stay to 6 pm because the park was closing early. No reduced ticket to Magic Kingdom after 2 pm was offered. This is classic bait and switch. We could not afford the extra $65 so opted to go to Epcot. We purchased lightning passes only to discover that all rides were booked. We were refunded for the Lightening passes, however our teens both high functioning ASD were expecting to enjoy the rides at the park. We stood in line for an hour for the Three Caballeros only for the ride to break and for us to be dismissed without any apology or recompense. Our daughter was determined to ride a ride so we stood in line for the Ratatouille ride which had an advertised wait time of 120 minutes. Our wait time was three hours and we stood in the hot sun in inhumane conditions without access to water, bathrooms or food. My husband and son could not wait that long so out of four of us only 2 of us managed to ride one ride the entire day because of wait times. Our kids were looking forward to riding the Guardians of the Galaxy ride but the wait time for it was 310 minutes. That is in excess of 5 hours and I can only imagine what the actual wait time would have been. We do not drink alcohol and have special diets so the restaurants were not an option either. Epcot and the Magic Kingdom are not "the happiest place on earth" any more; more like the great disappointment. We drove over 9 hours with our teens to experience a once in a lifetime experience with our teens. I also feel Disney discriminates against poor and middle class who can not afford all the add ons that the wealthy can such as Park Hopper passes, lightening passes, etc. We are asking for a full refund of $632.

    • Initial Complaint

      Date:10/13/2022

      Type:Customer Service 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.
      Disney cancelled my reservation without communication. I spoke to someone on the phone 10/1/2022 1:38PM who told me the otherwise, everything was fine. I could call back to pay remaining balance and make res changes. Pull the call. I called back Monday to find out my reservation had been canceled. Make this right.
      Summary:
      $1,879.53 booked through******* - cancelled
      versus
      $718.38 (one night stay at GC) + $1815.14 (1 night+2park passes at DH) + $552 (1 day entry for 4) = $3085.52 = a difference of $1205.99
      The Confirmations for the other reservations as follows:
      1 day park for 4:*******************
      ********* 2 day park and grand california
      ********: 1 night hotel disneyland hotel

      I hope to have a resolution soon.

    • Initial Complaint

      Date:10/12/2022

      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 had cancel a reservation to Disney on July 11, 2022 was told that the refund for $200 was refunded back to the account that was use. The problem with that is that account has been canceled and I did made them aware of this but I was told by Disney that money was refunded and processed by the bank but the bank has no deposit from them and Disney is telling me they have no email or proof of this refund to send me for me to go after the bank

      Business Response

      Date: 12/01/2022

      Business Response /* (1000, 8, 2022/10/30) */
      This reservation was cancelled on July 11, 2022, and a full refund for the $200 deposit was processed that same day. All refunds must be returned to the original form of payment, and we can only provide the refund by check if the Guest's financial institution returns the refund. As we advised the Guest in a phone conversation on October 12, 2022, their financial institution has not returned this refund to us so we are unable to provide any further assistance in this matter. It is the responsibility of their financial institution which accepted the refund to provide the funds to them. During this same phone conversation on October 12, 2022, we provided the Guest with the necessary information to work with their financial institution to locate their refund.


      Consumer Response /* (3000, 10, 2022/10/31) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      the only information I was provided with was these numbers.
      ****************
      acquire arn ***********************
      I did provide this information to the bank and they have no idea what those numbers are for so I did call disney again and was told the same thing the refund was accepted by the bank and there is no proof that I can be provided with I should take it up with my bank.at this point I really don't know how else I can get my refund back.

    • Initial Complaint

      Date:10/11/2022

      Type:Product 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 booked a W alt Disney World vacation for my family of 10 people, seven adults and three children, from Sep. 24 to Oct 1, 2022. The total price was over $10,000.00 for a three-room stay at Art of Animation resort and five-day park entrance for all 10 members. Disney closed the EPCOT park we were to attend on Sep 28 due to hurricane Ian. I was promised by the staff at Art of Animation resort that a refund for all 10 for Sep 28 would be credited to my credit card that I had used to make the payment. Now, Disney is saying they will not give refunds but vouchers good till Sep. 30, 2023. We cannot keep returning to Disney every year and the money they are refusing to pay is mine - some $1,000 or so.

    • Initial Complaint

      Date:10/10/2022

      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 purchased tickets to Mickey's not so scary Halloween party for September 29th and due to the hurricane the party was cancelled. I have yet to receive my refund from Disney and since I paid via credit card through ******, Disney says they are not able to refund me. I've called multiple times and waited on hold for hours without success. I am owed $148.00 by Disney. I have sent multiple emails that go ignored and am stuck on hold for hours and when I do reach someone they refuse to issue the refund even though Disney sent out an email saying refunds would be made.

      Business Response

      Date: 11/22/2022

      Business Response /* (1000, 8, 2022/10/27) */
      The Guest is being properly assisted by various departments through direct contact.


      Consumer Response /* (3000, 10, 2022/10/27) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Disney has not done anything to resolve. Their response is lies.

    • Initial Complaint

      Date:10/07/2022

      Type:Product 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.
      Hurricane happened and I was told by a few cast members that my two park tickets for my party of 6 would be refunded if I sent an email, along with those two days of genie - also due to the hurricane we were not able to use park hopper or attend the water parks. I would like the refund I was promised for these things I sent the email a week ago and still no answer

      Business Response

      Date: 11/08/2022

      Business Response /* (1000, 5, 2022/10/20) */
      Guest has been directed to reach out to Ticketing Guest Services to have this situation corrected through a phone call as it can not be handled through email.

      Hello *******,

      Thank you for contacting Walt Disney World(r) Ticketing.

      In order to further assist you, we invite you to contact Walt Disney World(r) Ticketing directly by calling 407-939-4237, and follow the prompts. Our office hours are 7:00 a.m. to 11:00 p.m. EST seven (7) days a week.

      We look forward to speaking with you.


      This was made Friday evening, 10/10/2022 at 8:52 pm ET.


      Consumer Response /* (2000, 7, 2022/10/21) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:10/06/2022

      Type:Customer Service 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.
      Hello- I have tried to email several times over the past few weeks with no response. We went to the hoop Dee doo revue on sept 18 at the evening show. I had purchased three tickets for adults. All was fine until after we ate we believe it was the beans or chicken but all of us were sick with diarrhea and vomiting for a solid day. That was the only thing we all had in common to eat that day. Can someone help me remedy this. We spend thousands on this trip and are disappointed nobody has addressed our concern. Thank you- *****

      I am requesting to be refunded for the cost of the 3 adult tickets to rectify this matter to my satisfaction in the amount of $207.00 paid on my***** card *****

      Reservation # ************

      I have contacted; 407-939-4357 and they were unable to assist me
      also contacted 407-397-6677 several times but was on hold for hours with no answer or return call
      In addition I utilized chat to resolve this and was on hold over 3 hours and the representative Kristen Joy referred me to this email via chat to remedy this matter.
      numerous emails to [email protected] that all went unanswered

      I have yet to dispute the charge as I wanted to handle this directly with Disney.

      Thank you for your assistance in rectifying this unsettling matter,

      Business Response

      Date: 11/09/2022

      Business Response /* (1000, 5, 2022/10/15) */
      Contacted the guest directly and issued refund to guest in the amount of $207.00.

    Walt Disney World Company is NOT a BBB Accredited Business.

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