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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/26/2022

      Type:Billing 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.
      My husband and I took a vacation to Walt Disney World in Florida in June. We prepaid for the hotel. Attached are the statements I sent to ********** showing the prepayment.
      Upon returning home, we had a charge from WDW on our ********** ******** Airlines ******** credit card for $412.27. The charge was labeled as lodging so I provided the evidence the hotel was prepaid. Disney came back and stated the charge was for merchandise and ********** wanted me to provide proof I paid for the merchandise with another form of payment. The charge for "merchandise" was shown to be on June 12th but we did not shop on this day. We were returning home. I checked all my receipts to be certain and there were no large purchases for this amount during our stay at WDW. I explained this to **** and they still denied my dispute on the charge. We did not purchase anything at WDW for this amount and do not feel it is fair to have to pay this. **** is not charging us interest on this amount. I also filed a complaint with WDW and they never responded to me.

    • Initial Complaint

      Date:07/24/2022

      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.
      RE: 2 Reservations for a family of 3

      ************ 4 Day 6-13-22

      ************ 1 Day 6-12-22 through 6-13-22

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



      Hi, I had the above reservations. My mom caught Covid19 (which can be documented). She had to use an extra week PTO after the trip. During our trip, she got sick. We were not able to utilize our other 3 unused Disney Tickets. We are trying to reactivate (if not refund) the unused tickets.


      WE HAVE BEEN ON THE PHONE ALL DAY TRYING TO GET SOMEONE IN TICKET SERVICES. WE CAN ONLY GET SALES. IF IT IS NOT A SALE, YOU WON'T GET ANYONE. IT STATES HOLD TIME OVER 10 MINUTES BUT WILL BE ON HOLD A LIFETIME. THIS IS RIDICULOUS!

      Business Response

      Date: 08/26/2022

      Business Response /* (1000, 5, 2022/08/04) */
      This has already been handled by our Ticketing Guest Services department with the Guest directly.

    • Initial Complaint

      Date:07/22/2022

      Type:Billing 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 have a ticket for the magic kingdom on 9/11/22. I am so excited. However Disney indicates that guests have to be out the park by 6pm unless they pay over $100 more for a Halloween pass in addition to the regular expensive day pass. I am not getting full value of my visit that day which is beyond my control due to the Halloween party. I am paying full price but cannot stay at the park until close to watch the fireworks etc when other guests will be allowed full access and no a restrictive time on other days. This seems like they are taking advantage of the guests. I could understand if it was a small nominal fee however the add on that would be required is as much as the ticket I purchased. I was told I would have to be out by 6 for the Halloween event which go until close. This is beyond my control. I don't have money to waste ti give to Disney and not get full access. I have expressed this to Disney to see if they could comp or voucher me due to the circumstances

      Business Response

      Date: 10/06/2022

      Business Response /* (1000, 8, 2022/08/15) */
      Thank you for taking the time to contact us about our mutual Guest, ************, Complaint Case #: ********. I was able to reach out to them about Mickey's Not-So-Scary Halloween Party but did not receive a response to my email. I apologized for their disappointment with learning the Magic Kingdom Park will be closing at 6 p.m. EST on September 11, 2022.

      I also let the Guest know it's become a beloved tradition for our Theme Parks to host special events such as Mickey's Not-So-Scary Halloween Party and Mickey's Very Merry Christmas Party on select nights throughout the year. These special events include unique offerings such as themed parades, shows and activities that are only available during the event. For this reason, event tickets are individually priced and are not included with regular Theme Park admission. Guests who wish to attend any of these special events may purchase a separate ticket for the event, which are based upon availability and select dates may sell out.

      We understand this information is important when our Guests are planning their visit, which is why we do ensure our Park Hours are available to our Guests up to six months in advance. When these events are taking place, other Disney Theme Parks may be available with later operating hours. This allows our Guests the opportunity to have a full day in our Parks. Disney Theme Park Tickets with the Park Hopper Option are required to visit more than one Theme Park on any single day. For other available Disney locations, please visit:

      https://disneyworld.disney.go.com/calendars/


      Consumer Response /* (3000, 10, 2022/08/15) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Not equitable for company to get full value price for ticket when the company is aware that I will only have access to the park until 6pm. I request a comp for the Halloween ticket. They cannot take Patron's money and not offer full service as I had expected. I want to see the fireworks as I paid full price for a ticket and not getting full access for what I paid for.


      Business Response /* (4000, 12, 2022/08/17) */
      Thank you for taking the time to contact us about our mutual Guest, ************, Complaint Case #: ********. I was able to reach out via email. I advised of the available options. Regrettably, we can not offer compensation as our park hours are posted in advance to assist in planning their best Walt Disney World Resort day prior to arrival. You are able to change the date of usage of your one 1-Day Disney Theme Park Ticket or you are able to select one of the other Walt Disney World Resort Theme Parks: Disney's Animal Kingdom Theme Park, Disney's Hollywood Studios, or Epcot. This can be done using your My Disney Experience account or connecting with our Internet Help Desk Team for assistance at 407-939-HELP (939-4357).

      We understand this information is important when our Guests are planning their visit, which is why we do ensure our Park Hours are available to our Guests up to six months in advance. When these events are taking place, other Disney Theme Parks may be available with later operating hours. This allows our Guests the opportunity to have a full day in our Parks. Disney Theme Park Tickets with the Park Hopper Option are required to visit more than one Theme Park on any single day. For other available Disney locations, please visit:

      https://disneyworld.disney.go.com/calendars/


      Consumer Response /* (4200, 14, 2022/08/17) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      It is unethical to take money for a full day ticket but not provide a full day usage.

    Walt Disney World Company is NOT a BBB Accredited Business.

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