A CM called me today to talk about FP+

[Eosphotog]

I emailed guest services last week about my concerns about FP+, and today a CM called me and we talked for about 20 minutes. He was pretty open and honest about what's happening and I got some useful information. This CM is close to the FP rollout, and came across more as a manager than a simple front-line CM - or at least if he is, he was very knowledgeable. He splits time in the parks and on the phone, apparently talking to guests who call in about FP+.

Things he told me:

- This is indeed a test. They are trying out a bunch of different things, some of which is behind the scenes.
- Goal is to be completely rolled out by the start summer
- They are the next-to-last step in testing, which means AP holders and offsite users are being brought in now to make advance reservations.
- Apparently the last step is "CM testing". Was unclear what that means exactly, but when we "hear about it", expect FP+ testing to be about done.
- 3 is the limit now, expect this to go up. It is limited to allow for good test data.
- Single-park FP+ per day is going away. It is limited to allow for good test data.
- Tiers are going to change, may even go away. They don't know yet.
- FP return lines may seem long, but they move fast (as reported here).
- The long FP returns and longer lines in general is seen as a combination of technology (bugs), guests who are learning, and CM that are learning. They are already seeing improvements in all three areas.
- Guests who get a blue Mickey are supposed to get feedback on the spot about why.
- Guests who get a blue Mickey may be let through anyway if: there is an obvious problem with the FP reservation, technology is "down" (sometimes all FP is let through regardless of blue/green Mickey), CM discretion.
- Expect the Blue Mickey situation to tighten up - so don't go abuse this!
- Window for FP return is -5 min to 15 min after stated time
- Managers are VERY aware of feedback, both positive and negative. They are on the front lines experiencing this daily.
- The recent Holiday weekend is seen, generally, as a success.
- On site guest members should always be able to request RFID cards as an alternative to the band.
- Off site guest members will be able to buy, and link, a band to their ticket media.
- Agreed that this is taking quite some time for CM's to get used to this, but they are. slowly.
- Anyone going in the fall will be in a very good position, since not only will testing be long over, but they would have gone through summer and force any remaining wrinkles out.

I was impressed by my conversation. But it's clear he's had this discussion many times before.

 

[gilltrooper]

This is great news !!!! We're going in mid October !!!

 

[wisbucky]

OP thanks for taking time to post. The information you received is very interesting. I am very curious about the single park per day going away and the tiers. This was one of my issues when we were at WDW. We like to park hop each day. So being able to only pick one park and rides for the FP+ was very frustrating.

 

[redrosesix]

I emailed guest services last week about my concerns about FP+, and today a CM called me and we talked for about 20 minutes. He was pretty open and honest about what's happening and I got some useful information. This CM is close to the FP rollout, and came across more as a manager than a simple front-line CM - or at least if he is, he was very knowledgeable. He splits time in the parks and on the phone, apparently talking to guests who call in about FP+.

Things he told me:

- This is indeed a test. They are trying out a bunch of different things, some of which is behind the scenes.
- Goal is to be completely rolled out by the start summer
- They are the next-to-last step in testing, which means AP holders and offsite users are being brought in now to make advance reservations.
- Apparently the last step is "CM testing". Was unclear what that means exactly, but when we "hear about it", expect FP+ testing to be about done.
- 3 is the limit now, expect this to go up. It is limited to allow for good test data.
- Single-park FP+ per day is going away. It is limited to allow for good test data.
- Tiers are going to change, may even go away. They don't know yet.
- FP return lines may seem long, but they move fast (as reported here).
- The long FP returns and longer lines in general is seen as a combination of technology (bugs), guests who are learning, and CM that are learning. They are already seeing improvements in all three areas.
- Guests who get a blue Mickey are supposed to get feedback on the spot about why.
- Guests who get a blue Mickey may be let through anyway if: there is an obvious problem with the FP reservation, technology is "down" (sometimes all FP is let through regardless of blue/green Mickey), CM discretion.
- Expect the Blue Mickey situation to tighten up - so don't go abuse this!
- Window for FP return is -5 min to 15 min after stated time
- Managers are VERY aware of feedback, both positive and negative. They are on the front lines experiencing this daily.
- The recent Holiday weekend is seen, generally, as a success.
- On site guest members should always be able to request RFID cards as an alternative to the band.
- Off site guest members will be able to buy, and link, a band to their ticket media.
- Agreed that this is taking quite some time for CM's to get used to this, but they are. slowly.
- Anyone going in the fall will be in a very good position, since not only will testing be long over, but they would have gone through summer and force any remaining wrinkles out.

I was impressed by my conversation. But it's clear he's had this discussion many times before.

Really interesting. Thanks for posting.

I might have more info on this one... maybe....if that's what they're referring to. When we were there I got into a conversation about problems booking FP+ on the app with a couple of CMs while we were at the front desk. They told me they aren't allowed to use the app for FP+ when they go to the parks on their staff passes. But at some point it will be opened up to them too.

It's funny but I didn't feel the holiday weekend was that successful. At one point the entire system went down and nobody could book any fp's, not even by calling. but I guess it could have been from their perspective if there was something in particular they were trying out.

 

[mom2rtk]

So they are hoping that guests will learn how to use the band at the Mickey head, and that's going to make the lines start moving faster.

But I thought WDW was primarily first time visitors. If that's the case, how does that ever get better?

And on behalf of all those visitors who were unwilling guinea pigs in Disney's test....... I'm so happy they all got big fat discounts.

 

[soccer mom]

Besides the tier thing, which I really hope goes away, the FP lines are not going to go faster until they do away with the scanners. It is so, so much faster to slow a half step (if at all) and hand someone a piece of paper than have everyone completely stop, line up their MB and wait for it to turn green. The CMs were letting everyone through without even scanning the first week in February just to keep the lines moving. And the stand by lines were the longest I have ever experienced. I didn't read a lot of opinions on MB before we went because I didn't want to be biased, but I can't believe Disney is making any money off this change and it certainly hasn't enhanced our experience. Thanks for the info. It's nice to know there's still hope!

 

[Itinkso]

CM testing will be when CMs, all 55,000 of them, will be able to schedule Fp+ in advance. CMs and their guests have been eligible for "day of" Fp+ ever since the parks converted to Fp+ only. They have not been able to link to MDE or use any MagicBands that many of them have from earlier CM tests and from onsite resort stays.

 

[summerskye]

OP Thanks for the info. I too had a CM call about my email. Sounds like you got much more information than I did. My CM was very nice but really had no answers. Time will tell. Our trip is not until Thanksgiving. I hope you're right and the system will be running like you described. Again thanks for some hope...

 

[Eosphotog]

CM testing will be when CMs, all 55,000 of them, will be able to schedule Fp+ in advance. CMs and their guests have been eligible for "day of" Fp+ ever since the parks converted to Fp+ only. They have not been able to link to MDE or use any MagicBands that many of them have from earlier CM tests and from onsite resort stays.

This seems to line up with what we were talking about. Except I would have thought CM testing would have happened early on, so to test with CM rather than using guests as guinea pigs.

 

[dwheaton]

This is great information. A lot of the responses fit with the rumors I'm hearing in other spots. One surprise is them saying the holiday weekend was a success. This could relate to the fact that they don't want to call their new benefit a failure or what their goals were for the test. Maybe they assumed it would go worse?

 

[ethanwa]

- Apparently the last step is "CM testing". Was unclear what that means exactly, but when we "hear about it", expect FP+ testing to be about done.

So I heard about this months ago (November) from a CM on a private tour of Animal Kingdom (Limited Time Magic):

They said that CM's are always the last to test new technology.... whether it's MagicBands or new merchandise or some new ride or whatever. They always give it to the guests first before CM's get to take advantage. The CM was anxious to test MagicBands and get their own, but said they had to wait.

From what I understand, the rollout took a few months longer than expected. AP holders were originally supposed to be getting the bands in January.

But what you heard is correct.... if CM's get to test and have MagicBands, the rollout is nearly 100% complete with very little "testing" or changes left in the system from that point forward. My guess is that by this fall we'll be all done with this.

 

[ethanwa]

One surprise is them saying the holiday weekend was a success. This could relate to the fact that they don't want to call their new benefit a failure or what their goals were for the test. Maybe they assumed it would go worse?

Or maybe according to the metrics Disney set for themselves to meet it was a success. The parks were at capacity as usual around the holidays.

 

[Meriweather]

I just did an extensive survey about fast pass +.....guess since I was just there in Jan.
There were several different scenarios listed......we'll see what happens with it

 

[dvczerfs]

CM testing will be when CMs, all 55,000 of them, will be able to schedule Fp+ in advance. CMs and their guests have been eligible for "day of" Fp+ ever since the parks converted to Fp+ only. They have not been able to link to MDE or use any MagicBands that many of them have from earlier CM tests and from onsite resort stays.

we (mom and dad) have aps and didn't use the guest pass so it made it interesting getting three fps for the same time. lol we just did them everyday on the bus heading to the park so we were sure to get three for the same time.

 

[RHSTigerMom]

We had MB for the Princess Half weekend in February. They worked great for us but I wish they would put a small clock/watch on the band so we would know when it was time for the FastPass.

 

[redrosesix]

So I heard about this months ago (November) from a CM on a private tour of Animal Kingdom (Limited Time Magic):

They said that CM's are always the last to test new technology.... whether it's MagicBands or new merchandise or some new ride or whatever. They always give it to the guests first before CM's get to take advantage. The CM was anxious to test MagicBands and get their own, but said they had to wait.

From what I understand, the rollout took a few months longer than expected. AP holders were originally supposed to be getting the bands in January.

But what you heard is correct.... if CM's get to test and have MagicBands, the rollout is nearly 100% complete with very little "testing" or changes left in the system from that point forward. My guess is that by this fall we'll be all done with this.

IMO if I had a company, I'd test things on my staff first - with all of the confidentiality agreements they must have to sign, if it bombed at least I wouldn't have to deal with PR issues. But I suppose Disney would rather let people pay to be part of a test of a new ride, because if something goes wrong they don't have to worry about hiring a new housekeeper or cook.

I guess this says a lot about Disney if they're willing to just throw something out there and tweak it later, after they get comments back from the staff -- maybe they don't care what we right about them or what we'll tell our friends.

 

[redrosesix]

So they are hoping that guests will learn how to use the band at the Mickey head, and that's going to make the lines start moving faster.

But I thought WDW was primarily first time visitors. If that's the case, how does that ever get better?

And on behalf of all those visitors who were unwilling guinea pigs in Disney's test....... I'm so happy they all got big fat discounts.

Wondering this too. And since I didn't find these boards until after our first trip, I can't imagine what that would be like.

 

[ethanwa]

IMO if I had a company, I'd test things on my staff first - with all of the confidentiality agreements they must have to sign, if it bombed at least I wouldn't have to deal with PR issues. But I suppose Disney would rather let people pay to be part of a test of a new ride, because if something goes wrong they don't have to worry about hiring a new housekeeper or cook.

I guess this says a lot about Disney if they're willing to just throw something out there and tweak it later, after they get comments back from the staff -- maybe they don't care what we right about them or what we'll tell our friends.

When I said "test", it was more referring to the rollout of products and services, not ACTUAL testing rides.

I think they just don't want low-level minimum wage CM's getting access to stuff that guests can't have. It's kind of like when the park is at capacity, they won't allow CM's who AREN'T working to enter using their CM pass (or silver pass or whatever). Guests are always #1.

 

[dvczerfs]

IMO if I had a company, I'd test things on my staff first - with all of the confidentiality agreements they must have to sign, if it bombed at least I wouldn't have to deal with PR issues. But I suppose Disney would rather let people pay to be part of a test of a new ride, because if something goes wrong they don't have to worry about hiring a new housekeeper or cook.

I guess this says a lot about Disney if they're willing to just throw something out there and tweak it later, after they get comments back from the staff -- maybe they don't care what we right about them or what we'll tell our friends.

im guessing because cms are in the parks a lot more then the average guest.
the company I work for pays a lot of money to have a company come in and do our inventory while we stand there and answer there questions. we ask, why don't we just do it. they get a more accurate count with some one who has no idea what is in the bin and don't make assumptions.

 

[Itinkso]

When I said "test", it was more referring to the rollout of products and services, not ACTUAL testing rides. I think they just don't want low-level minimum wage CM's getting access to stuff that guests can't have. It's kind of like when the park is at capacity, they won't allow CM's who AREN'T working to enter using their CM pass (or silver pass or whatever). Guests are always #1.

The CMs did take part in the initial testing: MagicBands at resorts, three Fp+ in each of the parks, and ride photos being accessed via MagicBands. From there it went to the first "test" resort and CMs were prohibited from using MDE and any MagicBands which they had in their possession.