All The New Developments

[Cheshire Figment]

This Post/Thread is to discuss all the new developments related to admissions at WDW, popularly known as Next Generation.

This includes Magic Bands, FastPass Plus, My Disney Experience, RFID tickets.

I cannot disclose my true feelings here. If I did I would be using language which would get me thrown off DisBoards, and I don't want to have that happen.

The best explanation of the whole mess is from a friend of mine who is a very senior technical specialist in Disney's IT department. It is equated to a railroad that is in operation while they are still trying to build the locomotive.

First of all everything is really in a testing stage. Nobody knows when everything will fully work, but my guess may be some time in 2015. Very few people know what they are testing for. Fewer people know what test results are and what they will test for next.

As there is no indication on a RFID ticket or a Magic Band what the entitlements are people have to keep careful track of their tickets. Disney does a lot of ticket selling through third parties, such as AAA, The Disney Store, Undercover Tourist, etc. How will these retailer be able to keep inventory control?

A few years ago they did away with wristbands for Evening EMH and a person has to show their room key for eligibility for attractions. At least the KTTW has the stay dates on it. The Magic Bands don't have any such indication. For EMH they will have to put Touch Points at every attraction which is open so they can tell if a person is legitimate. Or will they go back to wristbands?

There are lots of Security problems. However, I won't go into those as I do work at Disney and I don't want to give any wrong ideas.

I do have a feeling that within a couple of years we will be back to having turnstiles, but they will accept RFID as well as magnetic stripes and bar codes.

A minor point is that with an RFID ticket you cannot use WDW days at DLR any more, as they have no way there to find out what is on the ticket.

And the rules for FP+ seem to be changing.

And people cannot register their AP on the Disney site.

And, and, and...

[/rant]

 

[andyman8]

This Post/Thread is to discuss all the new developments related to admissions at WDW, popularly known as Next Generation.

This includes Magic Bands, FastPass Plus, My Disney Experience, RFID tickets.

I cannot disclose my true feels here. If I did I would be using language which would get me thrown off DisBoards, and I don't want to have that happen.

The best explanation of the whole mess is from a friend of mine who is a very senior technical specialist in Disney's IT department. It is equated to a railroad that is in operation while they are still trying to build the locomotive.

First of all everything is really in a testing stage. Nobody knows when everything will fully work, but my guess may be some time in 2015. Very few people know what they are testing for. Fewer people know what test results are and what they will test for next.

As there is no indication on a RFID ticket or a Magic Band what the entitlements are people have to keep careful track of their tickets. Disney does a lot of ticket selling through third parties, such as AAA, The Disney Store, Undercover Tourist, etc. How will these retailer be able to keep inventory control?

A few years ago they did away with wristbands for Evening EMH and a person has to show their room key for eligibility for attractions. At least the KTTW has the stay dates on it. The Magic Bands don't have any such indication. For EMH they will have to put Touch Points at every attraction which is open so they can tell if a person is legitimate. Or will they go back to wristbands?

There are lots of Security problems. However, I won't go into those as I do work at Disney and I don't want to give any wrong ideas.

I do have a feeling that within a couple of years we will be back to having turnstiles, but they will accept RFID as well as magnetic stripes and bar codes.

A minor point is that with an RFID ticket you cannot use WDW days at DLR any more, as they have no way there to find out what is on the ticket.

And the rules for FP+ seem to be changing.

And people cannot register their AP on the Disney site.

And, and, and...

[/rant]

Interesting points.

I don't know if you can disclose this or not, but as a CM, have you been receiving a lot of complaints from guests about the new system? Just curious.

 

[Rosanne]

I'm a violinist. I have a recurring dream that I am on stage to play a solo with the orchestra but I've never seen the music and I'm supposed to play the solo from memory. In the dream I really do try my best to make something up and have it fit with what the orchestra is playing.

The dream never makes it through what would be a typical length of a piece because I think my dream-mind gets exhausted from trying to create the miraculous from an ever-changing setting.

(My dream is definitely not like Jazz improv where at least I'd have a chance)

That's what the FP+ /Magicband idea/rollout feels like to me.

 

[cindyfan]

I'm a violinist. I have a recurring dream that I am on stage to play a solo with the orchestra but I've never seen the music and I'm supposed to play the solo from memory. In the dream I really do try my best to make something up and have it fit with what the orchestra is playing.

The dream never makes it through what would be a typical length of a piece because I think my dream-mind gets exhausted from trying to create the miraculous from an ever-changing setting.

(My dream is definitely not like Jazz improv where at least I'd have a chance)

That's what the FP+ /Magicband idea/rollout feels like to me.

yep.... seems to sum it up!

 

[Tiggr924]

When we were at Disney in July, we noticed and questioned some of these things you mention, especially the security... We talked to multiple CMs throughout our stay (at the parks, resorts, etc.). Most seemed wary at the very least about all these changes. This made us realize the lack of communication because the people who are seeing these things day in and day out, who may have excellent ideas, are not being consulted about these major changes.

I am concerned about how some of these changes will pan out.

 

[JanaDee]

One small complaint about the RFID turnstiles. Putting 1 in front of the other in groups of 4 really slows down the lines. People don't move around to the reader in front and there isn't enough space to move around them.

The new turnstiles are poorly designed.

 

[11290]

One small complaint about the RFID turnstiles. Putting 1 in front of the other in groups of 4 really slows down the lines. People don't move around to the reader in front and there isn't enough space to move around them.

The new turnstiles are poorly designed.

Been saying that since we did testing almost 2 years ago at Epcot. So many of us dislike working the new touch-point entries at MK that a lot of us at one time considered letting our proficiencies lapse and working our other cross trained positions. Complaints have fallen on deaf ears.

To Cheshire F: so many more things I could add to your list but wouldn't make any difference. This thing is going to continue to be "shoved" into the main stream no matter what anyone says. Actually as far as EMH, I see it being easier for the attractions cast as guests will have scan their RFID media and it will give a go / no-go light. Will basically save the time of having to look at cards. Hope we will get the same programming for the touch-point entries as well for EMH verification. Right now we don't have it and have to look at KTTW cards.

 

[darnheather]

Can someone enlighten me about security problems?

 

[WDSearcher]

Cheshire -- I know that your mgmt knows you post here and that they're cool with that, but because you're a known CM here and your leaders know that you're known, does your posting such a negative opinion on Next Gen become an issue at all? At least on the DIS, you're seen as an "official Disney spokesman" and an expert whose opinion is likely to carry more weight than the average Joe. I have to wonder if there's someone somewhere reading this and thinking you're getting a little close to crossing a line. (Not saying that you are, only that I could see how it could be perceived that way.)

 

[mesaboy2]

Can someone enlighten me about security problems?

Probably not, since it's never a good idea to spell these out for public consumption.

 

[ArwenMarie]

And the rules for FP+ seem to be changing.

What has changed? Did I miss something recently?

 

[mesaboy2]

What has changed? Did I miss something recently?

No. I think he just means Disney is still considering internally what the final "rules" will be and likely will be for some time to come.

 

[ArwenMarie]

No. I think he just means Disney is still considering internally what the final "rules" will be and likely will be for some time to come.

Oh ok, thanks!

 

[Nancyg56]

Cheshire -- I know that your mgmt knows you post here and that they're cool with that, but because you're a known CM here and your leaders know that you're known, does your posting such a negative opinion on Next Gen become an issue at all? At least on the DIS, you're seen as an "official Disney spokesman" and an expert whose opinion is likely to carry more weight than the average Joe. I have to wonder if there's someone somewhere reading this and thinking you're getting a little close to crossing a line. (Not saying that you are, only that I could see how it could be perceived that way.)

I wondered about that as well, and then thought that the posting may be an approved way of forcing this issue to be resolved. I have not been able to really follow what all of the new RFID bands are going to be able to do, but there are people here who are way more savvy than I , and they seem to be perplexed as well. Perhaps this is an extension of the internal confusion in regards to all of the glitches the new technology will impose upon guests adn CM's alike.

 

[Mom2Stitch]

I understand this vent. The company I work for has done a company wide system change and very large merger all at the same time. We went from a very old 1970's type program to a program that is not designed to handle the product we have. People with 20+ years of service have left due to this. It's no secret that those of us on the front lines do not like this "improved" system. And not the whole company is on the new system, to further our headaches. What use to be simple one or two step processes can now take days depending on who or which department you have to depend on to move forward. The new system implementation has been in "rollout" over the last 5 years and even the ones who should be acclimated to the change are not yet.

The best description I've heard about trying to adjust is it being compared to the stages of grief-denial, anger, deppression, acceptance and hope. After a year of this change, I'm still hovering somewhere in between anger and depression

I do not envy your position. I hope that the guests, especially the Diser's, keep in mind that the CMs have nothing to do with these changes and are just trying to adjust like everyone else.

 

[rwdavis2]

....People with 20+ years of service have left due to this. It's no secret that those of us on the front lines do not like this "improved" system.......

I was wondering about this. If Disney roles out this system before it's working I could see this happening. Guests will start getting pretty angry and considering that CMs aren't the best paid employees in the world how many will take the abuse they may get from irate guests day after day?

Rolling out large information systems like this always have problems and many times the systems get scrapped and you start over. I'm glad we have no trips planned for a few years. Although if we wanted to go, we this wouldn't stop us.

 

[Zippa D Doodah]

I appreciate the OP and other CMs speaking frankly about the frustrations of NextGen/FP+/MB (or however we refer to the whole behemoth of a program). What frustrates me as a guest is the way that Disney has chosen to do some problem-solving and profit-taking by making vacations much more of a task-oriented endeavor.

I realize there are some very real problems that had to be addressed (archaic current FP system, etc). Also, there is nothing wrong with juicing profits. But the planned tactic screams "LEGALISTIC JOYLESS DRUDGERY" to me. And honestly, it is darned embarrassing that a company oriented around entertainment (Disney) is too blind to see that and too deaf and insensitive to hear what frontline CMs are telling them.

 

[Nancyg56]

. And honestly, it is darned embarrassing that a company oriented around entertainment (Disney) is too blind to see that and too deaf and insensitive to hear what frontline CMs are telling them.

This is the aspect that really surprises me as well. With so many tiers between frontline CM's and the people who determine how to implement such drastic changes, it boggles my mind that Disney does not hear those who have experience with utilizing the changes.

 

[JanaDee]

This is the aspect that really surprises me as well. With so many tiers between frontline CM's and the people who determine how to implement such drastic changes, it boggles my mind that Disney does not hear those who have experience with utilizing the changes.

They hear them, but higher ups choose to ignore and dismiss their concerns.

 

[verlee]

What frustrates me as a guest is the way that Disney has chosen to do some problem-solving and profit-taking by making vacations much more of a task-oriented endeavor.

This is what is bothering me. I am spending literally hours and days trying to figure all this out and plan our vacation! Disney is not giving me information! I have to search it out. When I do call Disney, I get different answers from different people. How come Disney is not in control of the information?

And, These issues are not just related to FP+. I had to find out about refrigerator issues on the DIS. Disney never told me I might not have a refrigerator. I was planning on ordering from GG. What would I have done with my food? When I call Disney they tell me " I may or may not have one in my room". Really! Do I order food or not? What kind of customer service is that? So, I have to keep searching

We have felt a shift in priorities of Disney slowly over the last several years. Their corporate is more and more viewing us as sheep to be fleeced. It is no longer "Be our guest,... put our service to the test".

This coming trip will be fun! I am sure it will all work out. But, if we were not travelling with another family we would have cancelled. It may be awhile before we return. Customer service was the main reason we kept coming back. We will see how it all shakes out.