One of my favorite moments in "customer service" has a tip that could help others, so here goes. I was at LAX in Baggage Claim and this man whose luggage was lost was SCREAMING at the lady from American Airlines in charge of helping him. I mean every obscenity and nasty and almost spitting in his venomous rage. She kept her pro smile on no matter what, and when he finally wound down, THIS is what she said: "Sir, what you've perhaps not realized is this: Right now there are only two people in the whole WORLD who care about finding your bags...and ONE of us is rapidly losing interest." He froze. He "got it." He realized "Don't bite the hand that's helping you." and it was like throwing a switch how nice he got! Brilliant work on her part, huh?

It may be one of the hardest costumer service jobs out there. People need to chill out. Its a vacation and its not the Cast Members fault that you had to sacrifice so much to get there, you choose that. Say please and thank you and realize one thing isn't ruining your vacation. Youre alive and at disney you win no matter what.

It would be really cool if you guys could do a series and explain all of the positions at the attractions in different episodes (for example like being the "merger" and say everything that goes with that job) it's cool to hear terminology and positions most people don't even know exist

I now work at Disney World AND Universal and what's worse than Merge is Grouper. When guests either get confused with how many is in their party, don't speak English or don't understand where you're telling them to go....and if you happen to mess up your grouping because of all of these factors. (Maybe grouping just stresses me out). :P But you guys hit it on the ball with RESPECT. So many Cast Members need to remember this.

I worked at toy story mania and merge can be stressful at times, but now that they have added the third track it makes it a little bit easier. I couldn't imagine what it was like without the third track.

People just don't understand how hard it is to work at a job that you have to be nice to everyone! There are times where you just want to scream right back at them.

We are at WDW right now. We have made a point to make sure we and our children tell every cast member thank you. And yes!! People that don't slide all the way down...

I have never worked at Disney World but I have been 38 times. You cast members are amazing and I thank every one of you.

I joined the DCP after graduating from college as a "nontraditional" student (Read: middle age man), so I went into the program with literally decades of customer service experience, front lines and management. Ive been a Disney geek my entire life and I wanted to see if I'd enjoy working there. Well, I got my answer. I can honestly say that working custodial at MK was the worst, most unpleasant work experience I've ever had. Our guests were for the most part awesome. I enjoy customer service and know how to make it work positively for me. The guests weren't the problem; my coworkers and supervisors were pretty much all a$$holes. The perms treated DCP folks like trash. The managers clearly had no training, or just didn't care. And the shift supervisors were either just trying to keep their heads above water, or they thought they were the shit because they had a supervisory title. My second or third shift, the little witch in charge that night couldn't believe I was done with my zone as quickly as I was, and walked me around to every trashcan to check that I was telling the truth. Although I was super pissed I made a joke about it, saying something like "Now that you see I'm just good at the job maybe you'll respect your elders a little more." She threatened to write me up for disrespect/insubordination/being "too negative". I'm glad some folks like working there. I just think they need to incorporate into their training ways to foster mutual respect among their coworkers.

can you please do more stories on being a cast member. i love them, its great to here about your experiences as i plan to apply for the dcp this august

I worked attractions at Dinorama in Animal Kingdom. And merge at Primeval Whirl wasn't TOO horrible because sometimes we would just have one whole track open JUST for fastpass entrance, and the other track would be for standby. But that was mostly on busy days. Otherwise merge on a hot day, for a crap rollercoaster that broke down constantly & half the kids couldn't even get on for the height requirement .. just not fun.

These minisodes are great. I love how candid you are. It is easy to imagine everything as perfect where Disney is concerned, so It's refreshing to hear the down sides too. Manners cost nothing, but a please and thank you go such a long way.

I'm having war flashbacks to the time I worked at be our guest, and I was the person that was letting guests in, and the computer system stopped completely so I had to be the one to hold the line for 2 hours 😅😅😅😅

I was the guy in the maintenance bay cleaning up the mess you left. thanks guys. Lol

I worked Photopass and I didn't encounter many rude guests, if any at all. Guests were always pretty happy to get their picture taken, and little kids would even give me hugs all the time just for taking their picture. I think it has to do with what department you work in (attractions/food service), because I worked as a hostess at a restaurant at Universal Studios during HHN and got yelled at by guests all the time, it was the worst.

This is so cathartic to listen to, it's like a group vent session! I work at a private store on Main Street in Disneyland, and I've been called rude, sneaky, stupid, etc. for not taking the AP discount - because our computer is completely different from the rest of the park, it won't scan the pass. Guests have made me cry, shake with rage, and shy away from very opinionated and boisterous outbursts that make me pretty uncomfortable. During the holidays, I had to call security on one guy who cornered me into a confusing conversation, trying to buy everything then hitting on me with explicit language and seeming very 'off' - he couldn't remember his own name or address, from what I heard from security, and most likely high as a kite. He got kicked out of the park for it, thankfully. I'm glad they got him away from me...

I sometimes get so angry at people for being rude to cast members , for example the tower of terror broke down last time I went to Disney Paris, and the cast members where giving out fast passes for other attractions in apology since we were waiting for almost 2 hours/ there was this family from the Netherlands (I'm also dutch) and one of their teens was complaining in dutch that it was ridiculous that they couldn't fix the ride quicker. she was complaining so much that i turned around and gave her a lecture about respecting people and not complain about something they couldn't help and that she should be grateful that the cast members where handing out fast passes for other stuff.

Disney cast members are the heart of the parks! Our family has only ever had awesome encounters with cast sometimes above and beyond, treat people with respect it should be common sense but unfortunately people seem to be more and more self centered every day. Thank you guys for everything you ever had to deal with to make peoples vacations amazing.

Oh, yes, the classic "YOU RUINED MY VACATION" part. I got a story in regards to that. I was a park greeter for the Magic Kingdom, and on a particular day, they opened the park early to the resort guests (I forget exactly what it's called, but it was something along the lines of Extra Magic Hours), and on this particular day, the lines at the wheelchair rentals were pretty backed up. As to not congest that side and risk injury or confusion to those guests there, one of the managers told me (I was to drop the rope at that side) NOT to drop the rope, and to politely inform the guests to enter to the other side. Well, when I did, MOST of the guests were disappointed, but understanding. Except these two ladies. Oh lord, you'd swore I randomly selected them for additional screening at the airport with the way they reacted. They asked why the people on the other side were going to be let in before them, why were they so special, who should care about disabled people, etc, etc. When they demanded to see my manager, I called him over, and he explained to them what he explained to me, and once again, told me not to drop the rope when the time comes. So as the opening show is going on, these two ladies are SCREAMING and sobbing and crying that I ruined their vacation, and that I should be ashamed of myself. All the while, I'm just standing there, smiling, apologizing for the inconvenience but sticking with what my manager said. Eventually, rope drop came, and they simply skirted under the ropes, flipped me off, and then proceeded to get caught up in the congestion that was the wheelchair rental. Manager watched the whole thing, he sent me to break, and we both shared a good laugh later. TL;DR version: Two entitled women refusing to heed cast member's warnings and proclaims we intentionally ruined their vacation because they'd have to wait a whole two minutes longer to get into the Magic Kingdom.

Dude I'm such a huge fan of yours guys show. I am a pass holder and go almost every week. It is so interesting to hear this inside information about the parks and also love watching the best and worst of each park. Love the videos guys. Now I'm interested in the college program. Hope to see ya around the parks!

Love cast members. Always polite and courteous to them. Being in the customer service business, I totally respect them. That goes for anyone who I come upon that's on the other side of the counter. Man I'd make a great manager at Disney.

That is just so sad!! That someone would actually spit on ANYONE, or throw something, etc., let alone at WDW!!! I've always tried to be nice to cast members, but now, I will make sure to be super-duper-super nice! Thanks for being honest about the stuff that Cast Members have to deal with.

Thanks for sharing the info about the merge. It's helpful for the guests to know how this is handled so that we don't get frustrated when we don't know the procedures.

Thanks for this! Sometimes working at Disney, sometimes I felt very isolated in having these situations happen.

I have encountered a few rude cast members but the amount of awesome and amazing cast members out weigh the rude ones! I don't know how you cast members do it! Thank you for doing your best to make our trips magical ❤️

I am so sorry you guys didn't have a great experience with your management. I had the most wonderful supervisors and co-workers when I worked there!!! I left years before my manager and went seasonal on her last day she actually called me to say goodbye.

Good lord thank you so much for making this video. I can't imagine how stressful it must be to deal with people vacationing here at times. A giant issue I've seen is people arguing with cast members over why they aren't allowed to stay for extra magic hours even when staying off property.

Merge point at the seven dwarfs ride has to be the worst job ever in Disney

I worked as a Custodian on the ICP in Summer 2016 and my worst experience was with other Custodians, in particular those with English as a secondary language. They treat the CP kids like crap, never socialised, took extended breaks and made us cover their work load and told us off for trying to have fun with each other while doing our job! I'd be yelled at by so many older, grumpy, foreign custodians for doing something as simple as giving directions and interacting with guests! I worked in all four parks, both waterparks and a few resorts and they were all the same 😡😡😡

I give you guys a lot of credit for working there. Thanks for sharing your experiences. Not that I'm happy about your negative experiences but it's kind of good to hear about them, it's a reminder that we all have to put up with stuff that really can be disheartening but we just have to strive to be decent and kind anyway. Anyway great show been binge watching episodes, keep it up!

I just really enjoy the 3 of you guys together! Great episode

Yes! All of this, for so many crap jobs I've had. This was too short, I wanted the guys conversation to keep going. You all are great and I like you as much as you think I do ...maybe more

I'd love to hear more cast member stories

They give way to many FastPasses on some rides. Peter Pan in the standby line feels like being in purgatory.

I'm just finding it funny that I'm finding your video pairs of "Bad Things About..." and "Good Things About..." in the order of bad first and then good second. It helps put the happy ending on the end of each topic being discussed.

thanks guys! another great job!

I work at Dinoland in Animal Kingdom. We have games there and I can't tell you the amount of times I've had parents SCREAM at me and curse me out because their precious child hasn't won a game. Or they want me to give them a prize for free so they can stop crying and have a magical moment. That plus working at Dinosaur. Omg whenever that ride goes down I have guests scream at me and get pissed and ask me why it's down and how fast will it come back and I'm like bitch idk but of course you have to slap on a fake smile. I've had guests curse me out and say I'm ruining their vacation. Guests get wayyy to touchy feely when pin trading and the list goes on and on. But I agree with the part you guys talked about cast members dealing with other cast members. There is this one leader I have that everyone knows hates me and I hate him. He would constantly be on my back and keep an eye on me on games to make sure I'm saying the right spiels and he said something to me one day which really ruined my mood for awhile. Like ugh. I wish guests would realize that cast members are human beings with feelings and it's not all pixie dust for us :(

This is very enlightening, thank you!

I did a college program and worked Parking at DHS. I've been screamed at, cursed at, broken up fistfights, and my buddy saw some guy get tazed and arrested in the tram lane. It's a jungle out there. Love your vids tho, thanks gents!

BTW, since many of these jobs, especially starter jobs or college programs, are NOT intended to be a "career" position, the fact that you can, in a theme park like Disney, encounter so many different kinds of people so intensely really sets you up great for future life in business of any kind. My niece is a flight attendant who will, someday, move on to a career in education, but when she encounters a total jerk someday she'll (a) not get freaked out and (b) know what to do and (c) think "This is NOTHING! I remember that guy on the flight to Singapore who...." In short, for all the good stuff you guys related in the last video and the bad stuff in this one....this job was a MAJOR part of your maturing and getting perspective on people and I know in many years ahead you'll be so much better for it--heck, I'm thinking just THIS--understanding what people need and how to communicate--helps your work here enormously and in some ways even greater than the purely informational/backstage side you gained working for the Mouse.

Thanks for describing the merge line, better known as where Heaven and Hell meet. It's nice to know that there are ratios and a method to the great pass madness! Another great video! Thanks for sharing!!

Awesome video Ryno, Craig and Steve. loved it. keep up the great work guys

I used to work at a theme park now I'm in the military. My RDC's at boot camp treated me better than guests at the theme park.

Thanks guys you hit the nail on the head when you said half the problem is with other cast members!

Great job hosting Steve!

Thank You to each one of you for this video. You are all right on the money. I worked 5 years at Six Flags Magic Mountain in CA and know exactly what you are talking about. Thanks for this video, I was looking forward to it.

Great video as always!

Great job As always Steve!!

I love Disney World, but if I worked there I would definitely get fired to yelling at a guest probably. 😂 I have so much respect for the cast members.

I was a CP in merchandise or shall I say "merchantainment" and barely had any bad experiences and definitely not experiences like you guys had. I was in the resorts too so it was much more laid back and had more time for magical moments. Sometimes I regret not doing attractions because I'm an engineer and would have enjoyed walking the tracks and seeing the "behind the scenes" but after hearing your gripes I'm glad I had my cush resort merchandise gig. So for any future CPs - don't let this scare you off, just elect to do merchandise instead of attractions and hope you get sent to the resorts

When he said "We're all in this together" I started singing, when he continued with "like the Highschool musical" I laughed xD

Wow, people can be so rude, Ryno we all like you more then you think we do, you're awesome. I always try to talk to cast members, my family and I chat to cast member and guests as it passes the time if your waiting and it's nice to meet new people. Being nice to people isn't hard. Thanx guys, great show and interesting :) xx

It's like the other DISUUnplugged guy said that people go insane because they're "having their vacation ruined". Seriously, chill out. Fastpass is there for a reason, same with disabled guests, I remember one year (2010), I got yelled at because I went in front of one couple just because I'm disabled.

When I'm in the stand-by or fastpass and it's a point where the two lines merge into one when they ask how many and they say okay wait while I let the other line go I just smile and say okay. I try to be nice to Cast Members because I know it's been a long hot day so far and long hot days ahead and sometimes just a smile or being nice after some of the rude guests can make you feel better.

As someone who worked in grocery stores for almost 7 years before finally going to back to school, I am one of those people that goes out of their way to be nice to the cast members. Quite frankly any sort of restaurant or even I do the same. Some people have no idea how hard it is to deal with the public, and cast members deal with the public from all over the world! One of my favorite memories from my last trip (it was just my mom and I, which was so fun just the 2 of us we are coming back in 2019!) I was at Boma in Animal Kingdom Lodge (which we were also staying at), and we have amazing conversations with the wait staff. Their love for their home country is so heart warming! We also had an amazing cast member from Magic Kingdom, I dropped my ecig and it started rolling down Main Street, and BOOM he grabbed it! I didn’t get to catch his name but that was some serious skill.

I'm currently a CP at Animal Kingdom as a custodian and I will say that I've had wonderful guest interactions and I've had some awful guest interactions. Especially when i'm in the restrooms. You would not believe how people can destroy a perfectly clean restroom in such a short amount of time. Also, when a restroom has a sewage flood, we have to turn people away because it's not safe or sanitary for them to be in there and they will throw a hissy fit even though the nearest bathroom isn't that far away. It's crazy how many different types of people you meet while working here, but I will say it's one of the greatest experiences of my life and I'm so thankful that I can say I've worked for the company. Thank you for this video!

Great shows guys... 👍👍👍

Great video! I can't believe guests spit on cast members!!!! That's crazy!! On our last Disney cruise we were talking with some of the performers who then during the day are the character handlers and they told us how guests curse them and get violent when they're told the line is closed. What's wrong with people?

I'm going back for my last ICP this summer in Attractions (I've been in merch before) so it was interesting to hear the details about Attractions. Thanks guys!

I currently work at Buzz, and their merge is the worst!

I can't imagine how much the Disney cast members have to put up with. We went with my daughter who is paralyzed from the waist down who had to be in a wheelchair on a make-a-wish trip and I had a lady literally yell at me for putting my daughter in a wheelchair to skip lines. (In front of my daughter).

The biggest issue with everything is there is always too many people there lol.

Yes, The fastpass system has made the normal line so long. When the attraction does not run fastpass it is so much better.

I have never worked at disney, but I'm always appalled at how rude some guests can be. If they used some common sense they'd realize the rules they're so mad about aren't even made by the people they're yelling at....ridiculous. I always try to give the cast members the respect and dignity they give to me, cause im a decent human being. ugh.

Having worked at McDonalds since 1994, I can totally relate to a job where you have to be nice to the guests or customers regardless of how they act towards you.

Hands down, best part of the video was Ryno quoting Jurassic Park.

I'm probably one of the most easy going guest Disney could have. I work retail and I get their position and what they go through.

I used to work at Universal so I completely understand the aggravation towards being a employee of a theme park but the thing I think I dislike about being in a theme park is when you realize you're sitting or standing next to a cast member that is visiting the park and they're constantly complaining about how they hate the guest how they think the guests are stupid talking about there guest hatred stories I know not all cast members or people who work at a theme park are like this but when you run into people while you're visiting a theme park and there are cast members that are also visiting the park and they are standing in line or sitting at a table next to you dining and they're complaining about guess while you're stitting or standing next to them, I just think it's really wrong, people who work in theme parks have to remember when you're visiting a park to not talk down about guests because even if you're not in uniform the way your talking guests can clearly tell that you work there and employees will also recognize that as well and you can get yourself into a lot of trouble. one experience in particular I had I was eating at the restaurant in Pandora at Animal Kingdom and there was a group of people sitting at the table next to me and my husband and they were all talking about how they hate guests and I realized that they were PhotoPass photographers and they were talking about how they don't like how they have to take three pictures and sometimes they'll purposely miss the fun family moments and not take the picture of the moment because they don't like the family or they think the guest is too needy they also talked about how they purposely mess up pictures because they think it's funny, long story short you need to be mindful of who you're talking around because the person you're sitting next to might not like what you're saying or the person sitting next to you could be a higher up and you could be fired the next day.

Hi guys! this is off topic, but is there any chance you guys can do reviews on Sci fi drive in restaurant or, coral reef restaurant? Thanks. Love your videos

I worked as a custodian at Disney and once had a woman scream aggressively at me because the fem products machine ate her money. Since I didn't have a working key for the machine and had no products in the stock room I called my coordinator for help. She yelled the whole time. When they came I went on break, I've got anxiety so I needed a minute to breathe. Try to be kind to Cast Members that are trying to help you, you don't know the real person behind that costume.

You can't leave your crap at the door if you're not paid a living wage.

Annnnd there goes my desire to ride Forbidden Journey!!!😳

As someone who did animated characters at Disney, I was a "friend" of Beast, Goofy and Baloo, I can share many stories of frustration from an actors point of view.

That Dunedin brewery hat though💙

Right Now I work at Disney, the Avatar section and its opening up soon... and I'm on flight of the banshies.... we're calling opening day the reckoning (Homestuck)

just applied for the DCP... hope that I'm prepared for all this lol

I love how they keep it real

One of the problems is Disney's own making. A family of 4 is looking at $420 just to enter the park for a day. Then the customers wait one to two hours for a minute or two minute ride or character meet and greet.

I feel like this how ALL cast- members' feel... and most leaders don't understand.

Wish you would make these into podcasts!

I work at a call center and that comment about its so easy to bring someones day down hit close to home

Ugh I hated working merge point at toy story or fast pass kiosk in the morning when we had the paper fast pass

Loved this video! Haha Rhino we are all in this together 🎼🎼xx

As someone who did Custodial.....

you can understand too when Disney is constantly increasing prices. people are saving up sometimes for two years to be able to pay for the vacation. trying to get in as much at possible, tempers can flare..plus if it might make you late to next fast pass

Interesting what you are saying about Fastpass. It basically means the fastpass it the real queue and you need to have joined it 30 days before you get the park to get a place in it. Standby is literally that, you are waiting for a space in the FP queue. Looking at the queue times for Disney vs Universal, Universals wait times, at the same time on the same day, generally seem to be a lot shorter but it's not like for like as Universal is counting 100% of people going on 100% of the ride but Disney may be counting 50% of people going on 10% of the ride.

Great video. I can some how relate to the CMs because I have worked in retail. But I'm always saying thanking and smiling to CMs. That's my nature anyway. And I will point out that the customer service is one of the reasons we keep coming back to Disney. But on the another note, there are some cast members where I have asked them a question or tried to order and I was polite and smiling. And they were grumpy and borderline rude. I'm sorry

I'm starting the DCP in fall so I'm really hoping it turns out to be a good experience...

Very interesting perspective, I considered working at Disneyland for a while but then I thought of how it might change my perspective from a positive to a negative one. I didn't want to spoil the magic and although I've heard a lot of cast members leave with a positive experience, I didn't want to take the chance. I currently work at a high end grocery store and the customers are completely spoiled, I couldn't imagine how spoiled they are at theme parks 😨. Any Customer Service job requires you to have a tough skin because it is true people's unhappiness can spread, and you don't want to be the one that spreads it.

Wait. Someone took their tampon out on Test Track? We need that story. :D

Could you explain more where you worked, what park, how long for etc at the start? I had no idea you worked there before you jumped right in.

Note to self -- bring change of pants just in case some odors stick to you :D

Wonder if having a ration indication at Merger for the guests would be good idea? I know I was getting frustrated waiting for Ariel's Grotto, and it seemed like FP was 20:1. I didn't realized there was a specific ratio for letting fast pass in.

I swear Steve Porter is the spitting image of comedian Jim Jeffries.

According to a 2001 study by vocal pathologists (Hoffman-Ruddy, et al), 100% of vocal performing cast members at Walt Disney World reported some form of vocal problem (swelling, dehydration of the vocal instrument, etc).

I worked at Kilimanjaro Safaris during my DCP and merge point was the worst. People in the standby line would literally look at me like they were going to hurt me and I even had guests yell at me telling me I wasn't being fair! It was especially bad during phase 3 (4 stand by guests through per 100 fast pass guests). I survived though!

Lol tampon track. But as a former castmember myself, ill just throw in (depending on your location) scheduling can be super annoying and hard to change. My fam visited me for a week during my dcp and i could only get one day off.

Dear friends, unfortunately, this happens in every single job. You'll always find good guys and really awful people. I'm a teacher and you won't believe the kind of parents I have to deal with, not to say anything about the kids!

I will never forget that at my last day my family was at disney at the hostess who was very nice and kind gave us a table for breakfast at la tratorina de forna. We are a family of four adults so we sat in the quite room where the characters don't come which was perfect for us since there was no screaming children. Anyway, we were waiting to be seated and this family of 20+ come in the restaurant for breakfast. They did not have a table big enough to fit all of them, so the hostess said that they can do an adult and kids table. Right next to each other. This women came up to the hostess and screamed at her "your ruining our vacation our whole week is ruined/I am going to post on my mommy blog and insta and we are going to tell everyone not to come here" we were shocked and horrified. Being the loud mouth that I am said "that is no way to speak to a person, the room does not have a table big enough to fit your whole family, you still have a whole week chill!" It was distinguishing...later the hostess and manger thanked me. I hate rude people

There was only one cast member that I have ever been mad at, he worked at Epcot and there was a 3 minute wait on fast pass and a 4 and 1/2 wait for standby... He didn't let any standby in until the end of his shift.