Turning Tragic into Magic at Epcot. Photo: Offbeat Training LLC

In Snaps V5I12 and V5I13, we discussed Touch Point Tools and Magic Moment surprises. But what happens when something goes terribly wrong? Read on to see how Disney turned one tragic moment into a Magic Moment.

Larry and Denise* were a young couple when, in the 1990s, they took their children, John and Cheryl to Walt Disney World for their very first family vacation. Their home was in an urban area near Manchester, New Hampshire and they walked all the time. The children would usually ride along in an old Radio Flyer little red wagon. Dad provided the pull power. It was only natural, therefore, to bring that wagon with them when they drove down to vacation at Walt Disney World.

As they checked in to a local, non-Disney hotel, they told the front desk clerk that they were in town to visit Walt Disney World. The clerk suggested they rent a stroller for the children. When they replied that they had brought their wagon with them the clerk responded that using a wagon was a clever idea.

Early the next morning the family headed towards Epcot and an unforeseen major issue. The host at the turnstile took one look at the wagon and walked them directly to Guest Relations. Guest Relations told them that they could not use their red wagon in the park. The wagon had no brakes to prevent it from rolling and it was so low to the ground that other guests were likely to trip over it. Larry objected, strenuously. “We brought this all the way from New Hampshire. Our hotel desk clerk told us it was a good idea. The kids love it,” he shouted. The kids, sensing the tension and fearing the loss of their red wagon, cried. And Denise, disgusted, wanted to leave and drive home. They all thought their vacation was ruined.

Guest Relations did what they could to help the family. They gave the family complimentary tickets for the day and the loan of two strollers. The wagon was stored for them. A Guest Relations host walked them to the exit area of the Spaceship Earth ride where they boarded without waiting in line.

Somewhat placated, but still frustrated, the family went about their day. They visited as many attractions as the children’s attention span could take and headed back to Guest Relations to retrieve their stroller. That’s when the true magic happened.

As a Guest Relations cast member brought out their wagon, the family noticed that several helium Mickey Mouse balloons were tied to it. Riding in the wagon were very large Mickey Mouse and Minnie Mouse plush toys covered in what appeared to be pixie-dust. Mickey was holding a card. The card said, “Thank you John and Cheryl for letting us play in your wagon today. We had fun.” It was signed, “Your pal Mickey Mouse,” and “Hugs and kisses, Minnie Mouse.”

Wow. Magic! The family went wild. The children beamed. Denise cried. Larry felt like the hero. It was an amazing end to a terrible start. It was also an amazing start to the best vacation experience of their life; one they still brag about. The red wagon never returned to a Disney park, but the family has and will continue to do as long as the Snyder clan exists. The story is now a part of their family lore and Disney is now their family vacation tradition. And the wagon, they still have it. It’s special. Mickey and Minnie rode in it!

At the start of this article series, we asked if you could beat Wal-Mart on price. The answer is, of course, no. But you can beat price with emotion. Touch Point Tools and Magic Moments can win every time. In the final analysis, logic may prove, but emotion moves.

*Names and hometown changed to protective guests' privacy.

Prefer video versions of MIC Key Snaps? Visit Rumble or YouTube.