A video has been popping up all over social media recently from YouTube vlogger Mackenzie Marie, who created a rant about her recent dissatisfaction with her trip to Disneyland.
You can watch the video above to hear her loudly explain for nearly 15 minutes about an issue she had in line at Splash Mountain. For those who don’t have the time, patience or stamina, I will summarize. As these things go, Splash Mountain encountered some technical difficulties in the evening and the ride suddenly came to a stop as Mackenzie was waiting at the loading gate to get on the ride.
According to her account, every single Cast Member left the load area to go into the tower leaving the area unattended. Indeed, if this happened, there are major safety concerns. “Someone could have jumped over the ride and pushed all the friggin buttons and could have seriously hurt somebody!” Perhaps, but the way attractions that dispatch multiple ride vehicles like Splash Mountain operate, several buttons all need to be pressed simultaneously in order to dispatch a log. Meaning that the Guests pressing those buttons would not only have to know that, but also this is assuming the logs can be dispatched at all. If this was an E-stop, the ride can’t be dispatched until the error was fixed anyway. However, the fact remains that if there were truly zero attendants in the load area, this is a big safety issue.
This is not Mackenzie’s biggest beef though. After the team announced the ride was being closed (after Mackenzie waited an hour at load for it to reopen), they sent all Guests still waiting in line back through the queue and were handed a FastPass for another attraction. When it was her turn to receive her FastPass, she asked the Cast Member distributing them, Rebecca, if they could use the passes on Splash Mountain if it reopened that night considering Disneyland was only going to be open another hour.
Rebecca explained that the FastPasses were good for any other ride in the park. “Little did she know that I didn’t want to go on any other ride than Splash Mountain because we were about to leave,” explained Mackenzie. Her friend Zack explained to Rebecca that there was an hour left and they weren’t really going to be able to use it and Rebecca responded with, “Well ok, I guess you guys don’t need one” and didn’t hand them a FastPass.
Upon asking for management, Rebecca responded with, “For what? Because the ride went down? I’m sorry, my manager is up there (points towards the ride) and she can’t come down right now.” After Mackenzie asked for a FastPass herself (Zack asked the first time), Rebecca responded with, “Well, he said you don’t need one” and refused to give it to her.
All of this is on Mackenzie’s video above except for the end where Mackenzie says that Rebecca said to a fellow Cast Member, “Wow, they were so (f-bomb) rude,” referring to Mackenzie and Zack. I’m not saying Rebecca did or didn’t say this, but it’s the one thing not documented in the video above. Did she get the FastPass? I think so, though it’s not exactly clear in the video and in the end, it’s rather irrelevant.
In summation, Mackenzie has successfully started a hashtag campaign against Rebecca on social media: #FireRebecca. According to the YouTube video, “Let’s get this video to 6,000 thumbs and get Rebecca fired!” I am here to tell you Mackenzie Marie and followers, it doesn’t work like that.
I am not a spokesman for Disney or theme parks, but I am a guy who knows this industry, as well as hospitality very, very well. Speaking on behalf of anyone who has ever had a job or has ever made a mistake (I certainly have) please, please don’t push this agenda.
No one is perfect and I am not excusing anything Rebecca did or did not do to Mackenzie all the way up to cursing in her presence. However, as a job, this was something that needs to be handled by Disneyland management. Much like if a similar incident were to happen at Starbucks, then Starbucks management would need to deal with the situation accordingly. Every time mistakes are made, it does not mean someone needs to be terminated from their employment, depending on the severity of the issue of course.
Sure, Mackenzie felt slighted and I can get that from the POV footage she shot on her video. I would feel the same. However, she has no idea what Rebecca has or hasn’t done in the past. And people can learn from their mistakes especially if they are documented and coached on what to do better in the future. If incidents like these continue to happen with an employee with repeated similar issues? Let it be a management decision on if termination is the right answer.
I have a dream. That one day people can have bad customer service experiences and see the other person who wasn’t up to par as human. Someone who needs the job in order to support their family and someone who can learn from their mistakes. Mackenzie, if you’re reading this, even though I do not work at Disneyland and have no idea who Rebecca is or what she looks like, a dash of compassion goes a long way. Let management decide on how to best discipline someone and #dontfirerebecca. I look forward to your followers trolling my page.
Theme Park University
Make sure to follow Theme Park University on Twitter and like our Facebook Page! Doing any online shopping? Click on the Amazon links on this page and it helps us pay the bills and it costs you nothing extra!
Images Copyright: Disneyland, YouTube, Instagram