  I work in Guest Relations at Walt Disney World and an important part of my job is to deal with guest concerns (the nice word that Disney uses to describe complaints).
The most difficult part o this job is figuring out who is telling the truth and who is simply trying to get comp tickets, or as we call it ‘scamming.’ When I first began working in Guest Relations I had this wonderful view of helping people who have had poor experiences and turning their vacation around by wowing them with all I could do. I kept this sense until about my third day of work when I ran into my first scammer who outright lied to me about her ticket situation just so that she could get into the park for free.
Another situation that we deal with in the Guest Relations department is services for guests with disabilities. Although we have won many awards as a company for the services that we offer (everything from sign language interpretation seven days a week to Braille guide maps), we have taken a decidedly different approach to this subject than other theme parks around the world. At most theme parks you merely need to rent a wheelchair for a sprained ankle and you can skip every line in the park. At Disney however, we have decided to take the American’s with Disabilities Act at its’ most basic point and treat everyone equally. This means that we have made almost all of our line accessible to wheelchairs, so most of our guests with mobility impairments wait through our regular lines. While many guests with permanent disabilities appreciate this equal treatment we receive concerns from many guests who believe their sprained ankle or child with ADD should not have to wait in line. We do understand that for some guests waiting in line would not be something that they are able to do, for instance children with autism, and have created special passes that allow people with these needs to bypass the lines. The amount of lying, begging, and yelling that goes on to get this pass is nearing epic proportions. Apparently there are web sites out there that actually advise future guests to come to guest relations and tell us that their child has autism so that their family will not have to wait in line.
In the four years that I have worked in guest relations the number of guests that I have caught in outright lies so that they could get tickets or services that they don’t deserve has made me begin to question all guests more severely.
I feel very bad for many of the people that I deal with who are really honest individuals but are put through the ringer before they receive whatever recovery items that they deserve by myself and other guest relations cast members. I cannot understand what makes people lie at a place like Walt Disney World. I have seen parents instruct their children to lie to us about their age, stand on their tip-toes so that they can get around a safety height requirement, and in the worst case have a child lie to me about having cancer.
It is absolutely sad that we live in a society where this has become so acceptable. Moreover, for myself I find that the growing bitterness and skepticism over truth-telling by guests is inhibiting me from doing my job, so much so that I no longer enjoy the work that I used to love, and am currently looking to leave the company as soon as possible. I wish that people would just tell the truth; I know that it is costly to visit the Disney theme parks, but it does not justify lying. 
