Dealing with family emergencies/crises while at WDW

[BradyBzLyn...Mo 2,023]

I found this article on Touring Plans and thought it was good information to share...

When The Worst Happens: Getting Bad News In Walt Disney World

by Sarah Kelleth 16 Comments

On January 23 of this year, I was enjoying the last day of my trip in the Magic Kingdom. I had just walked into the Harmony Barber Shop when I got the phone call that would change my life – my dad was in the hospital, and things were bad. The nurse was blunt – she told me that if I wanted to be there for his last few days, I had to come home now.

It’s very surreal to get that kind of news in such a happy place. I was in shock, and what’s more I had no idea what to do next. My flight wasn’t until that evening – should I try to get it moved? How did I even do that? Who did I need to notify? What was I going to do for the next few hours?

It turns out that Disney, as per usual, has a plan even for this kind of situation. I hope that you never have to deal with this, but in case you ever need to know, here are the steps I went through:

Talk to the closest Cast Member. I was in Harmony Barber Shop, and the parade was starting. My first thought was that I needed to call my sister, and I needed a quiet place to do so. The barber shop CMs were great (I’m sorry I don’t know anyone’s names – I was pretty out of it). First they offered tissues (greatly needed) and sympathy, and second their phone for any calls I needed to make. There was far too much happy noise around for talking to my sister, however, so they pointed me to my next step.

Head to Guest Services. A quick walk across the street and I was in the hands of the professionals. As soon as I explained the situation to Guest Services they ushered me behind the counter and into a private room. I had access to a phone, a computer with internet access, several boxes of tissues, comfortable chairs and couches, and — most importantly to me — privacy and quiet.

Spend time talking to family. If you’re ever alone during a family emergency, finding a quiet spot with a phone is the best thing you can do for yourself, even before you start handling details. No one knows what you’re going through like your own family. Disney was great about giving me the time I needed. They locked the door so no Cast Members would walk in accidentally and just let me have the room to myself. I was able to let my sister know what was going on and talk about arrangements with her – she reminded me of several things I would need to take care of, and we both just took some time to cry a little together. I was in there a good forty minutes to an hour, and was never disturbed.

Handle travel arrangements. When I came out of the room, there had actually been a shift change at Guest Services. I was ready to explain everything again, but I think looking at my face was really all it took to get the gist – the woman I talked to was quick to be as helpful as she could. First, the ever-present tissues. Then we talked about how I was getting home. I did have a flight later that day, but she told me airlines have emergency policies that could get me on an earlier flight – possibly even with another airline if needed. We could look up the number and handle arrangements right there. It turned out that because of the lateness of the day and the fact that I needed to pick up my sister who was also flying home, my current flight was still the best for me.

Close out your current vacation. As I was already on my last day at Disney, there wasn’t much I had to do here. The CM (whose name I really wish I could remember) asked if I had already checked out (I had) and if there was anything remaining on my tickets (I had an Annual Pass). Be sure to ask what happens here if you believe you’ll be entitled to a hotel or ticket refund.

Figure out what happens now. When we’d finished with the details, the CM asked me an important question. “What else can I help you with?” There’s always odds and ends that need to be taken care of in situations like this. In my case, I hadn’t eaten all day, and I still had an hour before I needed to leave for the airport. I decided that if I had to be alone, worried about my dad, and waiting for an hour I’d rather be in the Magic Kingdom than the Orlando Airport. So I told her thank you and that I was going to go eat something.

Here’s what she did: first she wrote up a pass for me to get $25 worth of food at any counter service. Then she put my name and address down and told me to check with Guest Services next time I was in the parks – “We’ll set something up for you – tickets, fastpasses, ice cream…hugs…” (I may have suggested the hugs.)

Of course, I would never say that this is standard policy and everyone should expect free stuff when they’re having a bad day in the parks. But I for one was very grateful for the thought, and it makes sense that Disney doesn’t want a bad day to keep you away for good. It was kind of nice, in a blurry, tear-stained kind of way, to think about coming back when things got better.

I spent an hour more in the park. I ate the same food I remember eating when my dad used to take me to Disney World as a child. I rode one of our shared favorite rides, the PeopleMover, over and over. Then I got in my car and drove to the airport to face the real world. You never want to be on the receiving end of a call like that. And I used to think it would ruin the good memories I had if I was in a place that I loved. But if I had to be by myself, out of town, and getting that news, I’m so glad it was while I was in Disney.

My dad loved Splash Mountain. I'm on the left, my sister on the right.

Sarah’s dad, Gary Blagaich, passed away on January 27, 2012 at 60 years old. He was so proud that his daughter worked for TouringPlans.com. When Sarah got to the hospital, she found that every doctor and nurse there knew exactly what she did for a living. He is greatly missed.

http://networkedblogs.com/ulzj5

[LONE-STAR 370]

While this story is good info it has a happy sad twist. The picture really makes you stop and think.

[AuburnJen 771]

Mike, it certainly does. You really do stop and think.

[GaDawgFan.....Kelly 799]

Good info... brought on the tears.

[stefa70 205]

Great information Mo! How great that Disney helped her through such a traumatic time. It gave me such a warm and fuzzy feeling. :heart:

[tim5055 120]

I remember in the late 70s (before cell phones) I was staying at the Contemporary with the first wife. We got back to the room to find the message waiting light on. When we called for the message we were told a manager was on the way up. When the manager arrived at our room my wife was asked to give her mom a call. The manager stayed as he knew that her father had a stroke and had passed away. As we lived in Miami and were driving no reservations were needed, but they stayed with us and helped pack and take our luggage down to the car. We were told not to worry about checking out, that they would take care of everything.

When the fog cleared we discovered that they had taken care of everything, including crediting back the entire cost of our room. This was the days of A-B-C-D-E tickets, so there wasn't much they could do with our park admission, but I think they had already done more than was necessary.

[mouseketab.....Carol 1,261]

Wow, great story and great info.

[Tigger 33]

Disney is not the place you want to be when news like that comes in. We were in Epcot last year when I got the call that my mom had died suddenly back home in Indiana. We still had 3 days before we were scheduled to leave the fort. Since there was nothing we could do back home and the funeral wasn't until Wednesday we tried to make the best of the remaining days. Even though she wasn't a Disney person she knew how much I love it and that's what she would have wanted.

[dblr....Rennie 224]

It's nice to see that there is still a little compassion left in the world and was put in front of making a buck.

[DinDavie 37]

I have another story of DW help in an emergency. Our good friends just bought a new hybrid travel trailer and were towing it to DW fort Wilderness with an older Ford Explorer 2 dr with Firestone tires. You know where this is going. Just south of Kissimee a tire blew and the car and trailer spun out of control and landed upside down in a ditch. Nothing was salvagable from either vehicle. At the hospital my friend call FW and advised them they would not be able to make their reservation as most family members needed stitches. Disney sent a representative to the hospital, drove them to FW and put them in one of those cabins. They even sent over two pizza's from Trails end. My friend was so grateful that he extended his stay to recouperate and we all now make it to FW at least twice a year. Just not in an old Explorer with Firestone tires.

I can also tell you from personal experience that during Hurricane Andrew in 1991 the police department in Dade County was unable to find any vendor who could supply the department with food for on duty personnel. Remember all supply lines were out of service. On a wim a sergeant called DW and asked if the depatment could buy sandwiches. The next day trucks of food of all kinds were delivered to MDPD in DW trucks and the supplies continued for several days until normal supplies could be found. The police department never got a bill.

[BradyBzLyn...Mo 2,023]

Great to hear that the Disney folks go to such lengths to help people that really need it.

[Retired & Tired (Judy) 90]

On December 22, 2008 our precious fragile little 33 month old began having breathing difficulties (he was on oxygen) and then his heart rate began going all over the place. After being up with him all night I told my husband I had to get him to an ER at once. We called 911, told them where we were and in very short time the paramedics arrived. They grabbed Colton up and headed for the truck and I followed and rode with them to Arnold Palmer Children's Hospital. A CM has escorted the paramedics to our campsite. We spent the night at the hospital and in the early morning I was told my baby would probably not make it. He needed surgery that the Neurosurgeons said he would not survive. I had a tough decision to make but I made the one that was right for our baby. No surgery. I held him, cuddled him, told him where he was going and that we would be O.K. and that we would see him again

one day in Heaven. I then told the nurse to turn off the vent (hardest thing I had ever had to do). He looked up at me and I told him not to be afraid that he would go straight from my arms to God's arms. He closed his eyes and went to sleep. He was exactly 33 months old that day. I thought the people at the hospital were the greatest......they had a cab ready for me when I was finally able to leave my baby there. When we arrived back at FW I asked the driver how much I owed and he said nothing....paid for by the hospital.

Then not long after I arrived at the campsite someone from the front desk came to check on us and to see if we needed anything.

I wondered at the time if I would ever be able to go back to WDW at Christmas after that trip but I soon found myself looking forward to it. Colton had seemed the happiest when we were there so we had to go back for him and for Kiley (we lost her on the way to Disney on December 14, 2006) as weel as for the other children.

It is never easy to lose a child (we have now lost 4) but somehow being in Disney made it easier for all of us. And I always think I can hear a little laugh from somewhere up above whenever I find myself wishing they were back there with us. I know they are smiling and laughing that we are still enjoying something they all loved....and they now have the front row seat to all of WDW.

Disney folks are the greatest....yes, even those snarky bus drivers. :heartsmiley: They always seem to remember to ask how we are and if there is anything they can do for us. This past Christmas Eve while taking part in the golf cart parade several CM's asked if I was o.k. now...they said "we remember when you fell last year".

I did not realize this would turn into a short story........Let's all hope and pray that none of us have a need for this kind of help again.