If you have ever experienced an emergency at Walt Disney World or Universal Orlando, you know how frightening it can be to have something bad happen while you are far from home in an unfamiliar setting. Yet you probably also noticed how quickly and effortlessly cast members sprang into action to make things right. The reality is that things happen when large groups of people are confined in a small area in the middle of a sensory overload. Add heat, rain, and big, moving pieces of machinery to the mix, and cast members see all sorts of emergencies every day. Here’s how we deal with 5 of the most common and 1 that is extremely rare.
1. Protein spill
Heat plus junk food plus thrill rides often equals a bit of a mess. A “protein spill” is any bodily fluid that is emitted in an inappropriate place—usually but not always vomit. The official name for a revisited lunch is apparently now “Code V,” but to those in the know it will always be a protein spill.
Anyway, whatever the fluid in question and whatever you want to call it, the first step is to isolate the offending substance. Cast members might do that by removing a chair from a dining room, closing a ride seat, or blocking off a part of a pathway. Then the substance is covered in a layer of absorbent, disinfectant granules. When it dries, it can simply be swept away.
Of course, cast members can’t clean spills that they don’t know about. If you suffer a protein spill at the parks, or notice a spill nearby, please let someone know immediately.
2. Guest illness/injury
From heat exhaustion to stubbed toes, someone is always experiencing a minor illness or injury at the theme parks. Whenever possible, cast members try to form a human wall around the person to shield him from curious onlookers. So if you see cast members in a huddle, please be respectful and keep moving.
Exactly what happens next depends on the nature of the injury or illness. Cast members are taught to ask three times if the person wants to visit first aid. Often, someone is embarrassed and reluctant at first, but over the course of the conversation she comes to realize that it would be a good idea. If so, a wheelchair is usually offered for transport.
If the guest refuses first aid, cast members try to do what they can, but options are limited. If the person seems overheated, we might find him a cool place to rest and a glass of water. If she mentions low blood sugar, we can bring a small snack.
In general, though, front line cast members are trained to refer all illnesses and injuries to first aid for everyone’s protection. If you feel ill or experience an injury, please take us up on the offer to help you get to first aid. You will be in the best possible hands, and services are provided free of charge.
3. Lost child
As one of my trainers once pointed out, there really is no such thing as a lost child. It’s the parents who get lost. But either way, becoming separated from your child at a crowded theme park can be terrifying. Fortunately, procedures are in place to help you quickly reunite.
The first step is to calm the child and walk him slowly around the immediate area where we found him. In most cases, the parent retraces her steps and finds the child within a couple of minutes. If not, then the cast member alerts his supervisor and radio calls go out across the park. If the parents are not found within 10 to 15 minutes, the child is escorted to Guest Relations to wait for his parents in a safe and supervised environment. With so many eyes scouring the park, the parents are always located quickly and escorted to Guest Relations to meet up with their child.
To expedite the process, teach your child, at a minimum, his name and your name. Tag your child with an ID bracelet, temporary tattoo, or other label that lists your cell phone number. Take a photo of the child each morning to show cast members who they are looking for, and consider sticking a photo of yourself in your child’s pocket or bag as well. While separated families were always reunited before modern technology, using today’s available tools can speed up the process a bit and get your family back to having fun.
4. Ride stop
Ride stops are a fact of life for attractions cast members, and specific procedures are in place that vary depending on the nature of the stop. Most of the time, a ride stop isn’t even a malfunction, but an intentional stop to load a guest who needs a little extra time. When rides do have minor malfunctions, it is often just a matter of pushing a button or acknowledging a computer system code. Cast members play prerecorded announcements or speak over a building-wide loudspeaker to keep guests apprised of the situation. In most cases, your wait will be only a few moments.
5. Ride evacuation
Sometimes a ride breakdown requires a bigger fix that can’t be accomplished with guests on board. If possible, cast members will move the ride vehicles to the unloading point for guests to disembark. If your ride was cut short, you will normally be given a re-ride pass for that attraction or a FastPass good at any other ride to make up for it.
In other cases, the ride vehicles cannot be safely moved. In this scenario, you will be escorted off the attraction according to designated procedures. Cast members are well-trained in these processes, and know exactly what they need to do. If your ride vehicle comes to an unexpected stop, please stay seated and listen for instructions. Panicking or trying to get off the ride before you receive directions could lead to injuries. Following the cast members’ instructions will ensure that everyone is safely evacuated as quickly as possible.
6. Park evacuation
Park evacuation is a very rare process, even for cast members. It takes something major, such as the September 11 attacks, to set a park evacuation into motion. But rest assured, if one were to become necessary during your visit, each park has a coordinated evacuation plan to get everyone out safely. Hidden gates, designated pathways through backstage areas, and security sweeps are just a few of the ways that Disney or Universal can move large numbers of people out of the parks in a speedy yet orderly manner.
Everyone at the parks will be involved in this type of evacuation, from front-line cast members through high-level supervisors, and each has an important role to play. Listen carefully for instructions and follow them exactly. Avoid running, horseplay, or the urge to stop for “just one more photo.” With so many people to move, it could quickly become a free-for-all, but acting responsibly and paying attention will help to ensure your safety and that of your fellow guests.
