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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:06/25/2024

      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.
      This is my first time visiting Disney. My son works here and he kindly gave me 8 complimentary ****** tickets. I also purchased three one-park admission packages for a total of eight people. However, we encountered a problem when we tried to scan the park ****** tickets to enter Magic Kingdom. It turned out that the park ****** tickets had blackout dates for Magic Kingdom this month, which was our oversight. We were then informed that we needed to upgrade our three-day single park admissions in order to access Magic Kingdom. We ended up spending around $1200 to make the necessary upgrades.Unfortunately, the issue arose when the staff at Magic Kingdom did not properly upgrade our tickets on the Disney Experience app. As a result, all the tickets linked to the app were essentially rendered useless. Every time we tried to use our tickets from the app, we had to go to guest relations for assistance. However, each time we went to guest relations, they attempted to fix the issue but ended up making it worse. This meant that not only were we unable to enter the park immediately upon arrival, but we also had to endure several hours of waiting.Additionally, we couldn't even access virtual experiences because our accounts were only connected to the less popular rides at like Magic Kingdom. Whenever we tried to go on a ride that required us to show our tickets, there were always complications, leading to delays ranging from 20 to 45 minutes. Overall, our entire trip was ruined due to these ticketing problems, and apart from one helpful staff member at *****************, no one else at guest relations provided effective assistance. Even she was unable to fully resolve the issue. As a result, I had to extend my stay and pay for an extra day, but the problem with my tickets remains unresolved.

      Business Response

      Date: 07/02/2024

       Thank you for contacting us on behalf of Tru. Our records indicate that a Cast Member contacted Tru on July 2, 2024 and appropriately addressed their concerns at that time.

    • Initial Complaint

      Date:06/24/2024

      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.
      Geyser Point showed as a Disney dining plan quick service on their website but would not honor it. Per the management they hear this a lot & the website should be updated.

      Business Response

      Date: 06/26/2024

      Dear ******,

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

      We appreciate your interest, while Geyser Point Bar & Grill is a ************* location at Disney's Wilderness Lodge the location does not accept the Disney Dining Plan. When viewing participating locations and filtering by Disney's Wilderness Lodge for ************* the only location that displays will be Roaring Fork.

      Please see the following URL: *******************************************************************************************************************************************************************************

      Also when pulling up the location directly, for the locations that do accept the Disney Dining plan, you will see the indication - Some Dining Plans Accepted such as ****************************************************************************************************************************************************************. However, when you pull up Geyser Point Bar & Grill you will not see the Disney Dining plan mentioned at all. ****************************************************************************************************************************************************************

      ******, we hope that your visit was most enjoyable and that we will have future opportunities to entertain you and your family.

      Sincerely,

      Raven
       
      Sales and Solutions 
      **** Disney World Resort 
       

      PLEASE NOTE: All information is subject to change without notice and should be confirmed just prior to your visit.

    • Initial Complaint

      Date:06/20/2024

      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 May 7th, my main Disney account(******************************) was deleted. I did not request it to be deleted as I had some tickets on it. Thankfully customer service was able to get a new ********************** created with *********************************** and move the tickets. The fact that the account was deleted angers me and I am frustrated that I had to go through this whole process.

      Business Response

      Date: 06/26/2024

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

      Our records indicate that a Cast Member spoke with Mr. *************;on May 7, 2024 and appropriately addressed his concerns at that time. 

      Kindest regards, 

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

       

      Customer Answer

      Date: 07/15/2024

      I would like this complaint reopened. I never received any emails about it other than it was received.

       

      l do not agree with the companies response. Yes they helped me on May 7th and had to create a new account and move the tickets I had to it, but the fact of the matter is they deleted my account in the first place. They are taking 0 responsibility for this and that is unacceptable. Also I just found out that all my 4500ish Disney insider points are gone with that account deletion so those need to be reinstated as well. 

      Customer Answer

      Date: 07/15/2024

      Date Sent: 7/15/2024 8:09:01 AM

      I would like this complaint reopened. I never received any emails about it other than it was received.

       

      l do not agree with the companies response. Yes they helped me on May 7th and had to create a new account and move the tickets I had to it, but the fact of the matter is they deleted my account in the first place. They are taking 0 responsibility for this and that is unacceptable. Also I just found out that all my 4500ish Disney insider points are gone with that account deletion so those need to be reinstated as well. 

      Business Response

      Date: 07/17/2024

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

      We regret ************************ continued disappointment. Please be assured that ******************** was assisted by a Cast Member with our Internet Help Desk team on May 7, 2024 who appropriately and fully addressed his concerns.

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort

      Customer Answer

      Date: 07/17/2024

       
      Complaint: 21879576

      I am rejecting this response because: It doesnt matter that they fixed the issue on May 7th. The fact of the matter is my account was deleted by Disney for no reason. The fact that I had to get it fixed is something that should not have had to happen. They are ignoring this fact which is really disappointing

      Sincerely,

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

      Business Response

      Date: 07/22/2024

      Thank you for your continued correspondence.

      We regret ************************ continued concerns. However, please be assured ************************ concerns have been appropriately addressed.

      Kindest regards,

      Guest Experience Support & Solutions

      **** Disney World Resort

    • Initial Complaint

      Date:06/19/2024

      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 tried to purchase **** Disney World Tickets on February 9, 2024 with my Venmo debit card that directly connects to my Venmo account. I wasnt aware the payment didnt go through on Disneys end until April, which is when the tickets would have been used by my mother, because the money was taken out of my account. I reached out to Disney and they said the charge was refunded, but it looked odd so they gave me Disney ******** number. When I called them they said the money was held and then released because it wouldnt process. I filed a dispute with ***** under item not received and after a month they denied it. I appealed it and provided the documentation that Disney refunded the charge back in February on their end and did not have any money returning to my Venmo account. They denied the appeal as of May 18th. Between now and then I filed a complaint with the **** against *****, but they ruled it having nothing to do with Venmo as Disney has the money. So I have been given a complete run around. I was working with Disney via phone and was told that the initial charge was released but then it tried again the next day and was processed correctly, yet I did not receive any confirmation of my tickets. So they tell me they can refund me as soon as Venmo clears it on their end. ***** confirms that the dispute has been resolved and now Disney can refund me. I spoke to Disney a couple days later about it and now they are claiming the money was refunded as of March 24th, which makes no sense because I didnt even notice the error until April and they didnt mention that at all. So now Disney has given me an Acquirer's Reference Number (***********************) to prove the money was refunded, but when I gave it to Venmo they have no way of looking it up. I dont know what to do at this point because the money is just missing and one of them has it. My guess Disney since they initially told me I would be refunded.

      Business Response

      Date: 06/23/2024

      Thank you for contacting us on behalf of ****. Our records indicate that a Cast Member contacted **** on June 22, 2024 and appropriately addressed her concerns at that time.

    • Initial Complaint

      Date:06/15/2024

      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.
      Hello, Disneyworld has made changes to the requirement's for using DAS in the parks . I had my call and gave details about my conditions as to why I can't wait in the ** I have been approved in the past . I was told to do a return to Q but the CM had no details on my options since I am a solo traveler. Very Very unorganized and to not a plan for myself or others like me makes me feel very unself they will not be able to assistance my needs. This updated DAS requirement should be reviewed by the BBB simply because Cast Member's taken calls are likely not (HIPAA) compliant . I am HIPAA compliant and it's very hard to describe medical condition when the person on the other end probably has no training of the terminology. It's very hard to have your approval in the hands of a CM who is not medically licensed. I hope Disney understands the importance of keeping those calls private and not speaking to others about what was said. I shouldn't have to changes all my plans now since I wasn't approved and I do hope Disney looks into this process . I am very invested into Disney having two vacation clubs, AP .I just want to enjoy the parks as I used too within fear if my conditions acts up I can plan my day using DAS. Thank you for your time.****

      Business Response

      Date: 06/25/2024

      Good morning,

      Please find our response to ****************' concerns in the attached document.

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort 

      Customer Answer

      Date: 06/25/2024

       
      Complaint: 21855998

      I am rejecting this response because:

      .  Apparently the customer was offered accommodations for her disabilities but was not offered DAS. When I asked the CM to explain return to * she stated since I am a solo traveler with no family they don't have a current work around so what does that offer me?. 

       

      Disney's responds is just generic and gives no accommodations for my needs . 

      When I end up having issues in line since my DAS was not approved it will be so embarrassing for myself when I end up losing control of my body and a CM will need to clean up my mess. It's very sad Disney does not understand what  guests true needs are . 

      Sorry people took advantage but Disney is in the wrong . 

      I am solo and would like to enjoy my trip without worry.

      For the CM to say you don't have family to return to in the * so what does that mean ? I can't even use the accommodations . I think Disney needs to get organized  and know solo people need a plan . 

       

       


      Sincerely,

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

      Business Response

      Date: 06/28/2024

      Thank you for your continued correspondence.

      For further assistance, we would invite her to reach out to our ***************** Services team. 

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort 

      Customer Answer

      Date: 07/11/2024

      I did send a response on this ! 

      The same day as Disney updated the complain . 

       

      Customer Answer

      Date: 07/11/2024

      I just returned from my vacation and Disney had no CM in lines to help assist with leaving due to issues with standing in line . It a complete disgrace how they are doing this DAS . No CM or the CM wasn't allowing return to Q or didn't know the process . Not sure how that give me accommodations when no one know that I am talking about . Makes me laugh Disney will just get away with due to status.  Sad really . 

      Hopefully no one has to experience embarrassment like I had to being alone with no assistance.  

       

    • Initial Complaint

      Date:06/14/2024

      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.
      We called the *** line on 6/13/2024 to obtain the service for our 5 year old son who is considered disabled. Since he was born we have had *** with no issues. Our son has CHD, ASPLENIA, suffers for strokes/seizures, and is immune compromised. His doctors has instructed us to try to stay away from people as much as possible and not be in lines for prolong periods of time with him. We were told disney can no longer accommodate my son based on new guidelines. The people on the phone were extremely rude and didn't even understand my sons condition (Heterotaxy). We escalated to a supervisor who then got a "medical professional" on the phone. This person wasnt a medical professional and who not speak on my sons condition or why he couldnt get this service. we are DVC members with two contracts. We visit disney multiple times a year. I am appalled at what took place. I emailed guest services who today sent a copy and paste response and didnt answer anything i asked. Disney is discriminating against special needs children. I never thought this would ever happen. My son was there last year for his make a wish trip. they didnt even care. I need someone to fix this and give us real answers. This is so disappointing on so many levels. We leave on July 13th for our trip and this whole situation has ruined it. *** spent thousands of dollars i cant get back because they changed a policy when everything was already paid for and booked. I cant get the money back because its 30 days out.

      Business Response

      Date: 06/25/2024

      Good morning,

      Attached please find our response to ****************** concerns with his upcoming visit to the **** Disney World Resort.

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort 

      Customer Answer

      Date: 06/25/2024

       
      Complaint: 21851980

      I am rejecting this response because: they provided a copy and pasted response. Did anyone even look at my sons condition. This is shameful and I asked for someone higher up to contact me. We are leaving in 18 days and Ive heard nothing. 

      Sincerely,

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

      Business Response

      Date: 07/03/2024

      Thank you for your continued correspondence on behalf of **************. 

      We regret ****************** continued concerns. For further assistance, we would invite ************** to review the information for *** available online or to contact the *** Video Chat team to further discuss his concerns. 

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort

    • Initial Complaint

      Date:06/06/2024

      Type:Sales and Advertising 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 has RUINED the *** AND Star Wars. GET YOUR S*** TOGETHER. Continuity errors, lackadaisical approach, bad writers, terrible comedy, WOKE agenda, political ********, way to go a** hats

    • Initial Complaint

      Date:06/04/2024

      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.
      I have been an annual passholder for many years. I drove my vehicle to Disney's Caribbean Beach Resort on Thursday, 5/30/24, for my one night reservation and realized I was going to need to repair my vehicle. As I was driving to the *************** my vehicle broke down and I had it towed to the *************** on 5/30/24.I made sure to review the *************** webiste at ****************************************************************************************************************** to ensure I would be provided a compliemtnary shuttle service from the Transportation and ************* at **** Disney World back to the *************** whenever it was ready for pickup.On Friday 5/31/24, I was visiting the Magic Kingdom and received the call that my vehicle was ready. I asked if I could schedule the complimentary shuttle so I could take it from the Transportation and ************* to the ***************. I was told they do not run on the weekend. I told the worker it was Friday and not the weekend and they responded they did not have the staffing available for the complimentary shuttle and that I should Uber or Lyft.I want to express how unprofessional I believe this was. The *************** website does not have any exclusions listed regarding times of the complimentary shuttle to the Magic Kingdom Transportation and *************. I was without my husband on this trip and have never used Uber or Lyft before. I was extremely uncomfortable with the fact that I was told that was my only option to get there and that I also had to pay out of pocket for this inconvenience which should not have been necessary in the first place. I am very suprised and disappointed that I was not offered an alternative way to get from the Magic Kingdom to the ***************, since they are so close to one another.I'd like to know what you are willing to do to help resolve this disappointing experiece for someone who has been a loyal passholder for many years.

      Business Response

      Date: 06/08/2024

      Thank you for contacting us. Our records indicate that a Cast Member contacted ***** on 6/8/24 and appropriately addressed her concerns at that time.

    • Initial Complaint

      Date:06/03/2024

      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.
      My wife and I took our first vacation post-covid epidemic, and as a married couple to your parks. We got the 3-day/3-park ticket as a Veteran. We came to the Hollywood studio galaxys edge to ride the millenium falcon ride. When we went to go on it, a human barracade of employees were blocking the entrance and saying it was down and they didnt know when it would be back up. So reasonably we thought we could come back today to try again. We visited ***** yesterday, so we figured we had one more park visit left we could use to go back to *****************. When we got here, we were just told that we couldnt and when we went to guest relations to dispute it they wrote us off as if it was our problem and wanted to charge us for a new three day pass for a ridiculous amount of money which we cannot use because we leave tonight. I thought disney was supposed to be customer orientated and this experience was the furthest from that.

      Business Response

      Date: 06/04/2024

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

      Our records indicate that ********************** spoke with a Cast Member on June 3, 2024 who appropriately addressed his concerns.

      Kindest regards, 

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

    • Initial Complaint

      Date:05/29/2024

      Type:Service or Repair 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.
      May 26 2024 was my reservation and I checked in. My bday guests and I left and returned at midnight to the room. My daughter pulled down the ****** bed and ******* went to the closet to get the linen from the closed bag on the top shelf of the closet of The ******. Once the bag was opened, dead bugs are dead bug bodies were on the linen. ************* was called, they came by to take the bug linen and left new linens n blanket. They didn't offer to move our rooms or even to clean it again or check the other beds linen. My daughter felt uncomfortable and slept in my bed instead. May 27 at 3:30 a.m. I checked out and before I left I spoke with a women at the front desk and explained the matter to her..she told me that someone would call me. Indeed at 4:24 am someone called and this person told me that my linen issue wasn't even noted on my reservation and that housekeeping would call me. To date nobody has called me back nor responded to my email. I've called the ****** resort, 10 times and I have sent 5 emails about this.

      Business Response

      Date: 06/03/2024

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

      We regret ********************** frustrations with her recent stay. For further assistance, we would invite ****************** to contact us directly at ***************************************************************.

      Kindest regards, 

      Guest Experience Support & Solutions

      **** Disney World Resort

      Customer Answer

      Date: 06/03/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    Walt Disney World Company is NOT a BBB Accredited Business.

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