The 14 Disney theme parks located around the world attract so many attendees each year that the company recently decided to increase admission for peak times by 20 percent to help decrease crowd congestion. Anaheim’s Disneyland is such a popular tourist attraction that some days the park is actually at capacity.

What keeps visitors packed in like sardines? The promise of a suspended reality—one that treats the various Disney characters as though they had just stepped out of a movie. There’s a laundry list of employee policies to help sustain that illusion, and Travel + Leisure recently uncovered one of the most interesting ones: Actors dressed as Disney characters are never allowed to say “I don’t know” to guests.

The motivation is understandable: Disney never wants people to feel as though they need to wander around looking for information. If they pose a question to, say, a Disney Princess, the actor is expected to communicate with other employees or areas of the park in order to find the answer. If Elsa doesn't know where the nearest restroom is, she's tasked with finding out before your kid's bladder gives up.

If a guest is looking for general directions, there’s also protocol for how to point. Performers are not allowed to use their index finger by itself. Instead, they use it in conjunction with their middle finger. In addition to index finger-pointing being considered rude in some cultures, legend has it that the gesture was partly inspired by Walt Disney himself, who once roamed the park grounds pointing at structures with two fingers that pinched a cigarette.

[h/t Travel + Leisure]