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When working at Walt Disney World, you truly learn things from being a Cast Member that will stay with you throughout your life. I’ve been a CM for The Disney Store and Walt Disney World twice during a couple of Walt Disney World College Programs as many of you may know. Still, it was just this past week on the Disney Magic that I learned some things are just never forgotten.
Last week, my wife and I went on a 7-night sailing aboard the Disney Magic. After being on board about two hours, the ship set sail and I went to Guest Services to ask a question about dry cleaning. While waiting, there was a male Guest standing next to me in line. He was also waiting patiently.
I asked him if he wanted to go first as there was no rush for me, but he said he was waiting for a particular Cast Member. Moving up and asking my question, I waited while they went to find out my answer.
The male Guest stood at the counter next to me and explained his situation to the other Cast Member. He sounded rather distraught as the CM went to the back to check on things, and I simply asked if he was alright.
Guest: “That’s very kind of you to ask. I’m alright. Ok…not really, and I’m just starting to get a little panicky, but no need to bother you with it.”
Doctor Disney: “It wouldn’t be a bother you at all, is there something I could do?”
Guest: “Well…we can’t find our luggage and by now, it’s possible that it didn’t even make it onto the ship. It’s more of my wife’s clothes than mine, but that’s a big problem and the thing is…she has one of her unique medicines in there as well.”
DD: “Goodness! I’m so very sorry. What have they said?”
Guest: “They’re looking and doing every single thing they can. It’s not their fault as I know we’ve done these before and some of the port non-Disney people put bags on the ship. They are searching the entire ship, but it’s beginning to truly seem like it isn’t even on here. They said we could get whatever clothes we want, on them, from the stores…but we are also worried about the formal nights, you know?”
DD: “I wish there was something we could do. Honestly, we have a number of necessary and daily prescription medications with us as always. Would you want to tell me what it is? It’s possible we may have it. We also both brought plenty of clothing if there’s something we have that may fit either one of you.”
The Guest looked at me with big eyes and leaned back a little bit.
Guest: “You…that……..that’s incredibly kind of you. It’s a very unique medicine that takes us weeks to even get at home, on special order. It’s name is NAME WITHHELD so it’s really ok. Still, for you to offer us medicine and clothing….that’s just, thank you. We will figure out something.”
DD: “Don’t mention it. I wish we had that medicine for you, but please just tell me if you need something.”
At this point, the CM came back to help me with my question and the other Guest was still waiting as I got ready to walk away.
DD: “You sure, now?”
Guest {sticking out his hand to shake mine}: “Yes, yes…we will be alright and figure it out. But seriously…thank you for being sympathetic and just listening. You don’t find that a lot anymore.”
I reached out and shook his hand, wished him well, and went back to my room. Once back, I relayed the story to my wife and told her all about his situation. She asked if they needed clothes or medicine we may have and then we discussed it for a bit and wondered what we would do if that happened us.
From that point on, my eyes were always open for that gentleman as the seven-night cruise aboard the Disney Magic continued. If you’ve never been on a cruise, let me tell you that you end up seeing the same people all the time and some more than others.
Needless to say, but I not only kept my eyes open for this Guest, but I searched for him. Every night at dinner…in the movie theater…at the pools…in Quiet Cove…in line for the AquaDunk…on Castaway Cay…at the shows…in line for the characters…in the stores………….he was nowhere to be seen.
It was weird, but for the first time in 18 sailings aboard the Disney Cruise Line, I couldn’t even accidentally run into someone. All we wanted was to know that he and his wife were alright…my Cast Member instincts had me constantly wanting to help him and do something for them.
As the 7-night sailing was drawing to a close, it was Saturday night around midnight and we were set to get off the ship in the morning around 9 a.m. I walked back up to Deck 9 to get us some sodas before heading to bed, and as I stood there filling up our cups…a man walked up to the machine next to me to get drinks of his own.
I glanced over, and then back to my cups…I looked again and the man did a double-take. It was the Guest from the first day.
DD: ” Hey there! We’ve been wondering if we’d see you again and how things have gone….?”
Guest: “Well, everything turned out great. It was on us. It appears as if we had transposed two numbers on the tags for the luggage. So, instead of being delivered up to the seventh floor…it was down on the second flood. Whomever was in that room saw luggage that looked like theirs, brought it in their room…and then they went to the shows, dinner, the clubs….and well, around 10 p.m., we got a phone call that it had finally been found.”
DD: “That is awesome. We were so concerned and hopeful that it would work out for yall. I looked for you all the time just so I could ask if your luggage was found and if all was alright. We just wanted to know again if there was any way we could help.”
At that point, he sticks out his hand again.
Guest: “Let me just say that Disney has been great about this whole thing and it wasn’t even their fault. But you…thank…you. Seriously. Your kindness and concern is something you really don’t see anymore. We’d like to personally and sincerely thank you and your wife. Honestly, there aren’t many people like you two and just really…thank you so very much.”
I wished him well as he did the same to me and that was it. It was then that he left and I returned to my room as the cruise was over in the morning.
I haven’t been able to call myself a Cast Member since September of 2000, and may never get to do so again. 15 years later and my Disney instincts are still finely tuned the way that I was brought up and the way Disney taught me.
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