I'd like to share a racist encounter I had with a Disney employee on a Disney Fantasy cruise. The appalling incident took place on Sept. 21, 2013, and ruined my entire cruising experience.
At 9:50 p.m., I was standing in front of The Tube (Disney's adults-only nightclub), waiting for my wife. Two Disney staff members (one male and one female) stood at the entrance of The Tube. While I was minding my own business, the male staff member called me a "chink" and walked away. (I later discovered his name was Franky, the host of cruise game show "Match Your Mate."
As a Canadian citizen of Chinese descent, I was extremely offended by this racial slur, and shocked that Disney would hire racially intolerant people as employees.
On September 22, I reported this horrible incident the front desk. On September 23 at 2 p.m., my wife and I discussed the incident with Mike, the assistant cruise director, at Cove Cafe. Mike informed us that he would talk to Franky a second time (Franky claimed that the incident never happened when Mike first talked to him after I filed my complaint).
I later filed aformal complaint in writing to Disney after leaving the cruise. In response, Joel Hayes, Disney's "executive guest correspondent," apologized, but refused to disclose any disciplinary proceedings, only vaguely saying that my "concerns were handled accordingly." This was despite my insistence that, as a victim of an ugly racist remark, I am entitled to know that Franky's punishment was appropriate for the level of embarrassment and pain that this incident has cause myself and my wife during what was supposed to be an enjoyable vacation.
As a result, I have lost my confidence in Disney hospitality. It is ironic that Disney is reputed to have top-notch management, as this has not been my experience in the least.
In all our past cruising experiences (as frequent cruisers, Disney Fantasy was our 24th cruise), this was the only one in which a cruise staff member directed a racial slur at me, a paying guest.