This would never have happened at Disney

I’m all about service. I provide great service and I expect the same. When I get great service, I’m the first to talk it up – and when the service I get sucks, I say so. Not only did yesterday's service at Canada’s Wonderland suck, but the offer they made me (supposedly to make me smile), sucked even more.

My son, (Jason, 15) went to Wonderland with his buddy (Andrew). Jason also needed to renew his season pass (cost $61.99 plus tax). Cool. No problem. So, I arm Jason with my American Express Card, (after all, the ad says to never leave home without it), drop him at the park and off I go to work-out. Sounded simple! Unfortunately not!

An hour later Jason calls me. He’s exasperated.

“Hi Dad”, he says. “I’ve been in the line for almost an hour. I am at the front now and they’re telling me their American Express terminal is down – what should I do?”

“I’m sure they’ll come up with a plan – work with them Jason – stay cool.”

“I’m trying Dad - they won’t help”

“Let me speak to the person”, I say.

“No – she won’t come to the phone and says she can’t help me or you”

“Huh – you gotta be kidding??” – as I overhear the conversation between Jason and the clerk.

“Jason, please just tell her that I would like to speak to her”

“I told her – and she says no”

Now I’m pinching myself --- can this be true?

I call the park – finally get through to customer service and speak to someone called Michelle. She seems on the ball. She seems to understand. I tell her my situation and she apologizes. Says that what I need to do, is come to the park. She’ll have me, Jason and his buddy whisked to the front of the line and take care of the issue – and that she’ll give Jason $10 in food coupons for the fact that their machine was down and that he had to wait just under an hour in line.

You know what $10 gets you at Wonderland? Maybe 2 ice cream cones if you’re lucky!!! Problem is that I’m not feeling lucky. Matter of fact, I’m feeling like I just got a swift kick in the ass - how's that for unlucky?

She tells me to ask for an employee called Ariz who will help me.

Forty minutes later, I'm at the park's entrance, find Jason --- he’s sad (and I am beyond pissed). We ask security for Ariz – of course they’ve never heard of him. And what’s even worse, by the look on the security guard’s face - you’d think I’d asked him for the holy grail. Not only did he have no idea what I was talking about, he mumbled something and then looked away – clearly, he was not a helper.

I called again. Miraculously Michelle answered the phone. (Thank the good lord for small miracles). She agreed to send Ariz out – and seconds later there was Ariz. The diminutive and very young looking Ariz worked wonders. He whisked us here, he whisked us there – and without further hassle Jason and his buddy Andrew were in the park, a full 96 minutes after I had dropped them in line earlier in the afternoon. Both teens went away happy and smiling. Jonny and Ariz had come to the rescue!

I guess ten bucks compensation (aka two ice cream cones) is better-than-nothing.

As I was chating with my 15 year old about this, I imparted the following words of wisdom:

1. Having a plan B is critical. The circumstances would have been entirely different, (not to mention easier), if I'd given Jason my American Express as Plan A … and perhaps my Visa card as Plan B. That way if one fails, the other is bound to work.

2. Never give up when you know you’re right – My son was perfectly in line by asking to speak to the supervisor – and when the supervisor refused, for who knows what reason, my son should have stood his ground, even calmly demanding to speak to even the supervisor’s supervisor if necessary.

3. Loyalty – and that’s a massive one for a Sacke. Jason’s buddy (Andrew) who had brought just enough cash for himself to get in, could have simply said to Jason “Tough luck – see ya inside the park later dude” – and that’s exactly what he did not do. Jason was down – like who the hell would not be. Andrew put his arm around his shoulder. Andrew stuck with him. Andrew behaved like a good friend should --- and I like that. No – I love that. Andrew’s a good kid.


In the end, the kids had a good time. I killed a full 90 minutes doing kindness for my kid. And you know what made it worthwhile? When my kid said “Dad, I really appreciate what you did. That was very kind. Thanks!”

Ahhh – the joys of fatherhood. Too bad that time is flying so fast. And as far as Wonderland making me or my kid happy with the poor treatment we got? Ain’t gonna happen! $10 bucks of near worthless food coupons just isn’t gonna cut it. Shame!!!