Thanks Pete For Speaking Out About Disney's Free Dining Plan Debacle

jlundeen · May 1, 2015

One other thing that I think is at the root of this, is the fact that they keep running these promotions to attract more and more folks to WDW...but the number of resort rooms hasn't increased for a very long time. I remember Pete talking about this on a Podcast several months ago...they NEED to build MORE resorts to accommodate additional guests. Especially once the Star Wars and Avatar sites are completed. You can only squeeze so many people into the existing resorts. Perhaps then, there would be more "Special Offers" that could were of real value to all visitors...

little miss minnie · May 1, 2015

As I was listening I felt as if I was in a church, yelling Amen! and Hallelujah! He hit the nail on the head. Just get rid of the damn promotion and stop putting your customers through hell. End of story. Awful business practice.

ZippAdeeDoo · May 1, 2015

I agree with you 100% Pete. I also love the fact that they are such a HUGE company and cannot create a user friendly website. Don't get me going on the fact that their systems were down for 5+ hours.

Angel Ariel · May 1, 2015

Queen2PrincessG said:
I didn't say Pete's statement was about that. I was only stating MY opinion of what seems to be happening. People were on hold for 3 and 4 hours only to be told what they wanted wasn't there. Then they were upset! Like disney did them an injustice?

IMO, people's reactions have been less about the availability itself than about how long they were on hold to then find out there was no availability. I don't think there would be as much outrage if people called in, waited maybe 5 or 10 mins on hold and then found out there was no availability. Having people on hold for hours, websites crashing...these kinds of infrastructure issues are unacceptable from any company, much less a company of Disney's resources.

HubbDave · May 1, 2015

Queen2PrincessG said:
I didn't say Pete's statement was about that. I was only stating MY opinion of what seems to be happening. People were on hold for 3 and 4 hours only to be told what they wanted wasn't there. Then they were upset! Like disney did them an injustice?

An injustice: no

Crappy customer service: yes

Still, being on hold for 4 hours but saving $800 still is a win for some.

jerseygal · May 1, 2015

rlduvall said:
And it crashes the websites of many unrelated Disney departments - that's what really frustrates me. As a DVC Member I am not interested in FD, but I was interested in trying to book a DVC room for a December trip. BUT NO, Monday's FD debacle not only crashed the disneyworld.com site, it also crashed the dvcmember.com site.

Monday was a DISASTER for DVC members and guests trying to take advantage of the free dining promo...I was trying to make dining reservations for the SECOND part of my split stay at the 180 day mark and had a heck of a time...somehow managed to get 2 ADR's on MDE but it took A LOT of attempts as the server traffic on Dining was RIDICULOUS! Thankfully, 9:00 came and I called MS to book dining...Gave my comments to MS, then spoke with a supervisor, but who knows... To add "insult" to injury, 11:30 the DVC promo for bracelets was supposed to happen...that was a joke trying to get that as well...Disney should be BETTER PREPARED with technology when big promotions are announced! :scared1:

orion2185 · May 1, 2015

wow looks like we are the only ones who don't care about free dining at all?

knew it was a popular promo..did not know people have to have free dining or not go.

I would have to agree with Pete...Disney is going to do what ever they can to eliminate the free dining promo

again we don't see what all the fuss is with free dining (but we have never really looked into it)
though would venture to say that in years past- it might have been a good promo
I would have to say now the value or savings are not there. Considering you now have to add Park Hopper tickets ect
each year Disney offered it...I'm sure they improved the deal on their end...and reduced the value on the guest side

I would not be surprised to see Disney raise prices with rooms ( and what ever else they can) to cover the cost of them offering the free dining promo
Disney is certainly never going to give you something for free...or something that cost them or affects their bottom line.

As a shareholder- there is a real push to increase revenue, lower cost, increase per guest spending and all that fun stuff.
Again we can see why Disney created the promo in years past- when the economy was hit hard...and the parks were suffering.
They know once your in the park- you have a pretty high chance of spending more $$ on other items and impulse purchases
up front might have been a good deal...but if you crunched the numbers...going to say for most it was not viable for them.

don't get me wrong...I'm sure there allot of guest (mostly Disers) that knew the "ins & outs" of the promo and turned the tables were it worked in their favor not Disney's.
I'm certain there are guest who book free dining and never spent a cent more when in the parks. But I'm going to have to say majority of the other guest with free dining spent money while in the parks.
Just like some guest who cruise without spending a cent more than their cruise fare. But there are plenty of guest who step onboard and spend $$ each day that's the business model for ships. If all staterooms are sold on a sailing the cruise line will take a loss (not cover their operating cost) they need guest spending money on the ship

don't get me wrong I can see the logic in why people love free dining. Or even pay for the dining plan...once it's paid for you don't have to worry or budget for those cost while in the park.
but we are in the mind set that Disney would not offer or sale something that was costing them money.

kbelle8995 · May 2, 2015

I have to be honest and say that I've never used the Dining plan free or otherwise. It was just something that never really worked out for my family.

I have to say that I agree with Pete that this was crappy customer relations at best. You save money but there seems to be some jumping through hoops to get it.

To each their own.

SA mom · May 2, 2015

I thought Pete was incredibly restrained in his comments. You could see that he was really angry about this situation, and I was extremely impressed with how he held himself together and kept it professional. I think I would have let loose a string of expletives.

CJLove79 · May 2, 2015

SA mom said:
I thought Pete was incredibly restrained in his comments. You could see that he was really angry about this situation, and I was extremely impressed with how he held himself together and kept it professional. I think I would have let loose a string of expletives.

I KNOW he wanted to curse Disney out, I would've done the same thing. LOL. But you know what was the highlight of his rant? When Pete heard his voice. The look on his face was priceless!!!!! LMAO. He's like "Why am I hearing myself?" It makes me wonder if Kevin did that on purpose to calm him down a little. LOL. But I digress. The sad part about this is that it hasn't gotten any better still. Even after one week of hassle, Disney hasn't done anything to make it better. I wanted to speak with a CM all day today and the wait time is still disgusting. Guess, I'll have to wait another week.

jlundeen · May 3, 2015

The totally sad part of all that Pete said, is that it's true.

It's heartbreaking when people like me who have a "Disney Obsession" see the blatant crack in the façade. I know it's a business. and I know they need to maximize profits, heck I'm even a stockholder (very very small fish in that pool!). But Disney has been my "Laughin' Place," and I have defended past huge missteps valiantly, (in my opinion - like removing the Alien and putting in it's place the dumbest waste of time in the history of the parks!), knowing that my "magical image" which was very artfully created while watching the "Mickey Mouse Club" and "Wonderful World of Disney" as a kid, and on our first visit in 1986, isn't reality.

But I WANTED it to be....it's been my refuge when life gets overwhelming - even if I'm not really going on a trip myself, I often can escape in the planning and helping others navigate ADR's, FP+ and itineraries. The planning for me is the next best thing to being there! When I plan a trip for our family, I usually start months - and in some cases, YEARS) analyzing and reanalyzing the minutia of resort packages, dining, attractions, and every aspect of the trip. And once I have a plan, it scour through it, and rearrange and change on a daily basis!

But this is just latest promotion rollout was just too batant...the pedestal is crumbling...my "Happy Place" in my head is being replaced with bottom line strategies and calculated indifference. Behind the curtain, the "wizard" is really just another multimillion dollar corporation. For many years, those with my particular Disney Fanitic affliction have known about the wizard, but were able to just not look...now the curtain is becoming thin and torn, and the true nature of the corporate boardroom is clearly visible to all, and even us diehards can't look awy.

Very sad to have a bubble to burst and a lifelong fantasy crumble away.

EastYorkDisneyFan · May 3, 2015

I've been thinking over some things and the talk about serves crashing and stuff like that when Disney announces something new. Pete was saying they need to upgrade there servers so they don't crash because of high volume, but my thoughts are it doesn't happen often enough for them to justify it. For example way back in 2007 when I was cruising on the Disney Magic for the West Bound Tran Atlantic Cruise I went to log into to make my excursions at the 90 day mark the system kicked me out multiple times before I could even stay logged in, of coarse back then there were no levels for castaway club members and the ship was at 90% occupancy for returning cruises so everyone expected it to be an issue. Yes it's one that happens when they experiencing high volume but to build a server that can handle that traffic just for one or two days doesn't make sense. Now I know poeple, will say but the Disbaords did it, an online forum is very different then the reservation system Disney is using, and something to keep in mind it's something they probably had to build from the ground up because chances are there wasn't off the shelf software or systems to handle the integration they now have in the system. Yes it can be annoying when you have to wait for hours to get through to do something but that's the problems you run into when poel have to get it the first day it's out because it's so important to them that they have to have it or there vacation is ruined or won't happen. Maybe if your Vacation plans are planed around a discount it's time to sit back and say well if we save our money now maybe we can go next yer instead of going this year?

Sorry if my opinions are not acceptable to some but all I can say is they are mine.

Angel Ariel · May 3, 2015

Their systems crash more than 1-2 times/year.

Halloweenqueen · May 4, 2015

I do believe the systems issues are calculated. Like Pete said, a company this large doesn't do anything without lots of research and review.

They could have moved all their phone lines to toll free years ago, but didn't.

jlundeen · May 4, 2015

And the issues are still happening - at least on the website...yesterday I was trying to rearrange some ADRs with little success at even getting a connection, and then it would clock forever....only to have the "server busy" error screen eventually pop up. I could happily go the rest of my life without seeing that obnoxious Stitch screen...the Donald one I can handle - for awhile.

I did get two offers over the weekend for the online survey, which I took, and didn't give them very good marks...though I doubt that the survey is there for anything other than making you feel like your opinion matters...HA!

celebrationgamer · May 4, 2015

From a technical standpoint, I can tell you that the local recruiters are going gangbusters trying to get talent in at the various offices devoted toward UI programming. I was looking for work from January to March, and I didn't get approached nearly half as much for Disney employment as I do now that I have a new job.

This is, of course, after they laid off nearly 300 people from technical services in January, and then outside recruiters were advised not to present ex-Disney technical for new contract positions. So, they dug their own grave, there.

catflorida · May 4, 2015

you know, I totally understand the rant. I just came back from a three day cruise, concierge, and one of the perks that everyone looked forward to was the model of the cabana that they used to provided to cabana guests that were staying concierge. A fun Disney amenity that was recently taken away. Even the concierge host that has been working for Disney 17 years agreed with me that they keep charging more yet keep taking away. Fill out the survey card. Many people say they are going somewhere else, but not me, Nothing compares to Disney, so I will NOT be vacationing for awhile, I will stay home instead Theming is what they used to be about. Otherwide they are just like any other

catflorida · May 4, 2015

Just to add, after coming off a cruise, which I loved, , and was very wonderful, I still have to remember that I paid a lot more for concierge and why? There were certain things that we have come to expect from conicerge that we did not get. We need a petition, and this is from a Disney Fan, that has been going since 1974. It makes me really annoyed to hear from those of you who state, "But it's Disney, and it is still better than being at home. Well, I don't know about you, but my home is pretty special, and Disney does not compare.

CampbellzSoup · May 5, 2015

catflorida said:
Just to add, after coming off a cruise, which I loved, , and was very wonderful, I still have to remember that I paid a lot more for concierge and why? There were certain things that we have come to expect from conicerge that we did not get. We need a petition, and this is from a Disney Fan, that has been going since 1974. It makes me really annoyed to hear from those of you who state, "But it's Disney, and it is still better than being at home. Well, I don't know about you, but my home is pretty special, and Disney does not compare.

What exactly do you expect from concierge?

catflorida · May 5, 2015

The concierge hosts were fantastic. It is not the cast members that are the problem. I have always had fantastic service from them, both at the resorts and on cruises. It is the corporation that is disappointing people right now. They are cutting back everywhere, including concierge. Like it was mentioned by someone in an earlier post, people are buying it anyway.

Thanks Pete For Speaking Out About Disney's Free Dining Plan Debacle

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