Hi mumof2autisticboys,
Firstly, I would just like to say how sorry I am to hear about what an awful time you've had at Disneyland. I also want to say that I totally understand some of the problems you've encountered - myself and my mother have just read your account and as a sister and mother respectively to an 18 year old severely autistic person we know where you are coming from!
We have also been victims of having our disabled buggy stolen and having our belongings taken from a hired one; we have encountered an enormous amount of rude castmembers (and guests may I add) in relation to my sister's disability and we have often been left at a loss of how to communicate with staff who just point blank refuse to listen or even begin to understand our problems. We have been loyal visitors to DLP since its opening and we have recently booked again to visit in May this year despite the bad experiences we had with the new disabled pass.
I would urge you to keep contacting DLP as a lack of response to such an awful experience is totally unacceptable. I contacted DLP regarding our bad experience a week after our return last year and received a reply within 9 days. My advice would be to resend your email detailing what you have told us and write DIRECT RESPONSE REQUIRED in your subject box. Our travel rep told us that most emails are ignored, and my first attempt was just met with an automated reply. However my second attempt, in which I stated that a castmember had directed me to Guest Communication and I also stated her name received a fairly quick response. Despite this, the response was less than satisfactory but it is important that you get your message seen. If it was me who read your email I would find it very difficult to ignore given the nature of your experience.
I would also urge you to complain to the coach company - I find this the most distressing part of your account and I think you should definitely ensure you get your point of view across.
There is a lot more I could say on this issue as it is something I am very passionate about and have spent a lot of time writing about the ways in which disability is dealt with in many environments including Disneyland but I won't bore you all with them here! However, please do not hesitate to contact me via direct message on here if you need any more advice on contacting DLP or anything I can help with at all as I really am saddened to hear all this and as I said I can totally empathise with you. This is not what a holiday should be and I wish you the best of luck in gaining a response and also in getting a new buggy for your son as I know what a difference they can make.
Best wishes, Zara xxx
