Comcast is going to cream Disney

[rteetz]

I REALLY REALLY REALLY want to go to US and see the new HP land and ride the new Gringotts ride.. but that's not going to happen any time soon.. why? Because I won't FIT in those new rides. Most theme/amusement parks are not (as we say here) Pooh sized friendly.

Larger guests spend money also... There is not one ride that I can't fit in at ANY Disney park in America. Yes, I can lose weight.. and I am/have tried.. but I am sure as heck NOT going to pay $100+ for a CHANCE to ride a headliner at US/IoA. Unless you are a person of size, like me, you don't know what it's like to wait 2+ hours for a ride only to find out you don't fit. It's embarrassing, disheartening, and can really ruin the day.

True the Seven Dwarfs Meh Train and Ariel's Underwhelming Adventures aren't the greatest of rides, but they are totally family friendly and big boy friendly. That's important to me. I can enjoy every thrill ride and not-so thrill ride at Disney and never have to do the 'walk of shame' when the ride's seating doesn't accommodate me.

For those who are saying 'Avatarland' isn't going to save AK... how do you know? Has there been a release of attractions going in to the land? Just because someone doesn't like the movie, doesn't mean the attractions are going to stink.

Actually, I hope US/IoA DOES pull A LOT people from Disney.. especially in the middle of this October, like the 11th - 18th.

I have heard a lot of people complain that the Mine train is not very friendly to larger people. The seats are smaller than most had thought.

 

[Chuckers]

I have heard a lot of people complain that the Mine train is not very friendly to larger people. The seats are smaller than most had thought.

I've heard that as well, but still.. one ride for some people as opposed to every headliner makes a big difference.

I fit in mine train and don't remember it being tight, but I can see that for people larger than myself.

Disney still wants as many people to enjoy their attractions as possible.

 

[rteetz]

I've heard that as well, but still.. one ride for some people as opposed to every headliner makes a big difference.

I fit in mine train and don't remember it being tight, but I can see that for people larger than myself.

Disney still wants as many people to enjoy their attractions as possible.

That is very true I think when it comes to guest experience and customer service Disney reigns supreme still. Universal has some work to do in that area.

 

[tup1830]

I dont' think Disney's customer service reigns supreme at all. Its far and away from the best. A company that was built on Disney service has moved to Disney service to those that are willing to pay the most.

 

[Disneychick75]

That is very true I think when it comes to guest experience and customer service Disney reigns supreme still. Universal has some work to do in that area.

We have seen a huge fail in Disney's customer service areas. Having been to WDW almost from it's opening in the 70's, the service is nowhere close. It's gone down even since 2000. Our trip in April was not magical at all except seeing our grandchild interactions with characters at the meals. He was the magic but we can get that magic back home. We've decreased our trips from 4/year to just an annual trip.

 

[lockedoutlogic]

We have seen a huge fail in Disney's customer service areas. Having been to WDW almost from it's opening in the 70's, the service is nowhere close. It's gone down even since 2000. Our trip in April was not magical at all except seeing our grandchild interactions with characters at the meals. He was the magic but we can get that magic back home. We've decreased our trips from 4/year to just an annual trip.

They won't pay for quality people anymore...

That's the bottomline...pun/ no pun Intended

 

[rteetz]

We have seen a huge fail in Disney's customer service areas. Having been to WDW almost from it's opening in the 70's, the service is nowhere close. It's gone down even since 2000. Our trip in April was not magical at all except seeing our grandchild interactions with characters at the meals. He was the magic but we can get that magic back home. We've decreased our trips from 4/year to just an annual trip.

I think it is hit or miss. My trip in 2012 all of our CM experiences were great. Characters I see differently. I was basing this on CMs in stores or severs etc. characters have gone down a lot in experience. Also a lot of disneys CMs a big majority are part of the college program.

 

[Disneychick75]

I think it is hit or miss. My trip in 2012 all of our CM experiences were great. Characters I see differently. I was basing this on CMs in stores or severs etc. characters have gone down a lot in experience. Also a lot of disneys CMs a big majority are part of the college program.

Just a guess but the baby was 9 months old at the time. He was so delighted and excited to see the characters and not a bit scared. Maybe they reacted to that. Could be though that their reactions to him were based on the fact that he's the cutest baby in the world!

 

[wendybeth75]

It's funny how things are so subjective. We really love the customer service component of Disney. We have had one major complaint in several years and it was handled well.
DH and I went to US and IOA for no other reason than he got free tickets and a media pass through his work. There were some really fun rides, but I don't know how many times we said "It's not Disney". We noticed the employees were not smiley or happy (for the most part). We actually began counting the employees that seemed happy or went out of their way to smile or be friendly. We ended the day with a list of 3 names to which we reported in a survey when leaving the park. We felt like it had a different "feel" to it overall and just didn't care for it. I can see where people who liked the thrill ride experience would prefer US or IOA.

 

[tjkraz]

I'm probably veering off topic but I'd be very interested to read specific examples of how Disney service has declined.

With few exceptions, we've always been greeted by smiling, helpful faces. Most Cast Members are very polite, patient, understanding and willing to help.

Sure there are exceptions. Thinking back to our last trip, the resort front desk CM could never seem to get our charging privileges set up correctly (one room, two cards.) I recall one store clerk who was in no hurry to wait on us, and one restaurant waiter was a bit scatterbrained.

But that's 3 people out of literally hundreds of CMs encountered over an 8 day stay. Not anything I would personally call a "major fail."

I only visited WDW twice before 2003 so I don't have the advantage of comparing to experiences from the 80s or 90s. But in my opinion, Disney customer service is still light years ahead of what has become the norm at the typical retail outlet or moderately-priced restaurant.

 

[rteetz]

Just a guess but the baby was 9 months old at the time. He was so delighted and excited to see the characters and not a bit scared. Maybe they reacted to that. Could be though that their reactions to him were based on the fact that he's the cutest baby in the world!

I don't understand this comment. I am in High School, I have been going to Disney since I was 8 months old. Over the years I have seen changes in guest experience at least years I remember well. The only thing I can say has decreased is Character meet and greet experiences and mainly in character dining situations. Other than that I have never had a big problem with any CM. Everyone has different experiences there are thousands of CMs in WDW. To me Disney customer service is better than most. I hold them to a high standard and I have not seen something to change that opinion as of yet. We leave in two weeks for WDW we will see how it has changed from our last trip in 2012 since then.

 

[Disneychick75]

It's funny how things are so subjective. We really love the customer service component of Disney. We have had one major complaint in several years and it was handled well.
DH and I went to US and IOA for no other reason than he got free tickets and a media pass through his work. There were some really fun rides, but I don't know how many times we said "It's not Disney". We noticed the employees were not smiley or happy (for the most part). We actually began counting the employees that seemed happy or went out of their way to smile or be friendly. We ended the day with a list of 3 names to which we reported in a survey when leaving the park. We felt like it had a different "feel" to it overall and just didn't care for it. I can see where people who liked the thrill ride experience would prefer US or IOA.

You're right! We saw very few smiling CMs at WDW last trip but lots at Universal. It's odd because some people work at both Universal and Disney.

I'm probably veering off topic but I'd be very interested to read specific examples of how Disney service has declined.

With few exceptions, we've always been greeted by smiling, helpful faces. Most Cast Members are very polite, patient, understanding and willing to help.

Sure there are exceptions. Thinking back to our last trip, the resort front desk CM could never seem to get our charging privileges set up correctly (one room, two cards.) I recall one store clerk who was in no hurry to wait on us, and one restaurant waiter was a bit scatterbrained.

But that's 3 people out of literally hundreds of CMs encountered over an 8 day stay. Not anything I would personally call a "major fail."

I only visited WDW twice before 2003 so I don't have the advantage of comparing to experiences from the 80s or 90s. But in my opinion, Disney customer service is still light years ahead of what has become the norm at the typical retail outlet or moderately-priced restaurant.

WL made a mistake on our bill. My husband and I went to clear it up. The CM we spoke to was very rude. She raised her voice to the point that other CMs behind the registration desk looked uncomfortable, never mind my husband and I were mortified. Plus, it was their mistake. My husband said, "Forget Disney." He wasn't crazy about Disney before and this experience finished it.
Yes, I reported her before we left.

 

[Disneychick75]

I don't understand this comment. I am in High School, I have been going to Disney since I was 8 months old. Over the years I have seen changes in guest experience at least years I remember well. The only thing I can say has decreased is Character meet and greet experiences and mainly in character dining situations. Other than that I have never had a big problem with any CM. Everyone has different experiences there are thousands of CMs in WDW. To me Disney customer service is better than most. I hold them to a high standard and I have not seen something to change that opinion as of yet. We leave in two weeks for WDW we will see how it has changed from our last trip in 2012 since then.

I must have hit something on the computer because my whole post didn't make it. Anyway, I meant that while we feel most WDW customer service has diminished, the characters at the meals were wonderful.

 

[rteetz]

I must have hit something on the computer because my whole post didn't make it. Anyway, I meant that while we feel most WDW customer service has diminished, the characters at the meals were wonderful.

Really it all depends on personal experiences because of the fact there are so many CMs that most of us don't see the same people or get the same exact experiences. The DIS has a CM hall of fame on their Facebook page and its in con junction with their weekly show the disunplugged. They enter a lot of CMs into that all the time from people on the show and people who write in. There are still plenty of good CMs out there.

 

[ChrisFL]

And in "accountant think" revenue and profit are flowing, they can get guests to stand in line for 5 hours with just adding an M&G (the easiest, cheapest, lowest maintenance attraction of all), new markets are flowing in --- so what's broken to them? And, if it isn't going to be broken until after their watch, what's their incentive to fix it now? That's the scary thing - they have plenty to point to as great successes during their tenure. If they've mis-calculated the needed balance between status quo and innovation - they'll be long gone and it will be there for someone else to fix

I agree with this point, but also....why didn't Disney jump full into this Frozen stuff sooner? Why come up at the "last minute" so to speak on this Frozen Summer Celebration when the movie was a massive hit since December?

I understand they had to move the M&G out of Norway because it was just overwhelming but why not put it in DHS that's been having attendance issues anyway? Why put it in MK with the new fantasyland stuff already popular?

MK is the 800lb. gorilla (all due respect to the return of King Kong..opening in IOA, 2015 )

WDW is a massive resort. Having only one park, even if it's the most popular park in the world, with good attendance and spending figures doesn't bode well for everything else.

 

[Yellowstonetim]

It's funny how things are so subjective. We really love the customer service component of Disney. We have had one major complaint in several years and it was handled well.
DH and I went to US and IOA for no other reason than he got free tickets and a media pass through his work. There were some really fun rides, but I don't know how many times we said "It's not Disney". We noticed the employees were not smiley or happy (for the most part). We actually began counting the employees that seemed happy or went out of their way to smile or be friendly. We ended the day with a list of 3 names to which we reported in a survey when leaving the park. We felt like it had a different "feel" to it overall and just didn't care for it. I can see where people who liked the thrill ride experience would prefer US or IOA.

I do love both for very different reasons, but agree with you 100%. When it comes to customer service, CM training, and many other things, there is no comparison. WDW is head and shoulders above all other theme parks in a class of it's own. When I visit Universal, I find a very good theme park with one area - HP - that has fantastic theming. We had a very good time and will go back. But, there just seemed to be less of everything. Less CM's, less positive attitudes, less service, even less products in the stores! Universal was one of the best theme parks I have visited, and a favorite to which I will return. But it doesn't come close to WDW.

I have had excellent service everywhere at WDW. In fact each time I go (Only once every two years or less) I say, "I expect too much after my fantastic last experience, it won't be as good." And it is better than I expect.

I wonder how much frequent visiting and attitude affect our view of each park.

I'm probably veering off topic but I'd be very interested to read specific examples of how Disney service has declined.

With few exceptions, we've always been greeted by smiling, helpful faces. Most Cast Members are very polite, patient, understanding and willing to help.

Sure there are exceptions. Thinking back to our last trip, the resort front desk CM could never seem to get our charging privileges set up correctly (one room, two cards.) I recall one store clerk who was in no hurry to wait on us, and one restaurant waiter was a bit scatterbrained.

But that's 3 people out of literally hundreds of CMs encountered over an 8 day stay. Not anything I would personally call a "major fail."

I only visited WDW twice before 2003 so I don't have the advantage of comparing to experiences from the 80s or 90s. But in my opinion, Disney customer service is still light years ahead of what has become the norm at the typical retail outlet or moderately-priced restaurant.

Agreed, but you, like I, are less frequent visitors than others. I think this must affect one's view. Also frequent visitors may simply sample a larger number of the 60+ thousand CM's.

Really it all depends on personal experiences because of the fact there are so many CMs that most of us don't see the same people or get the same exact experiences. The DIS has a CM hall of fame on their Facebook page and its in con junction with their weekly show the disunplugged. They enter a lot of CMs into that all the time from people on the show and people who write in. There are still plenty of good CMs out there.

How many work in the parks? I have seen thousands, interacted with hundreds, spent some time with dozens, and I think I can only remember one negative experience. But the pool of CM's changes constantly. Since I first went there have been hundreds of thousands.

Whatever the reason, time, viewpoint, frequency. I am happy that my experiences continue to be fantastic. I wish the same for everyone.

And the pool of CM's at Universal is very much smaller and I have had a few negative and a lot of unimpressive interactions. I must also admit I have had some great CM's at Universal, too! Of course I had my mid-twenties beautiful daughter along and that seemed to bring out the best in the male CM's.

 

[Nancy F]

They will never get me to go to the Dark Side... to stay! LOL. I may visit. But Disney will always hold my Heart!
Nancy

 

[rrushford]

First, I've been a Disney fan for a very long time. Over 30 visits since the early 70's. but they're not what they used to be and don't seem to even want to keep up. Without getting into the specialty napkin argument, those things that made DW special are now gone, big deal or not. Those are the little things that put DW above other theme parks. So take that out of the equation and disney now seems behind universal. While US built 2 Harry potter areas, transformers, the Simpsons ride and whole themed area, etc, etc,
Disney has built the new Fantasyland, one restaurant, one very not state of the art dark ride, and a small family coaster, and while we'll done and nicely themed, still doesn't add that much to do. Lets not even bring up how the other 3 parks have been neglected. Their next big opening, an area in one of their parks based on a long forgotten movie that must be 30 years old by now.
Don't get me wrong, I liked Avatar and I'm looking forward to its opening but can't they speed things up. I work in construction and the time it takes to build things now is a fraction of what it used to be. There's no excuse for how long it took to build the New Fantasyland and Avatar. At their pace we won't see anything Star Wars for 10 years and they might as well start building something Marvel because by the time it opens, Universals rights to it will be long gone.
To summarize, every year I get a 6-7 day pass for DW and a 2-day for US. This year it will be a 4 day ticket and do Seaworld, Busch gardens instead of the extra days at Disney. I might even cut back more and do Hollywood Studios and Epcot in one long day. If that's not enough of a hit in the pocketbook Disney, take it from me that I'm not alone. I can't even get the other people who usually go with me to join in this year.
I miss what DW used to be and if they obviously are not going back to that, they at least need to keep up.
Speed things up Disney. If you need some advice let me know because your projects should NOT take that long.

 

[beer dave]

First, I've been a Disney fan for a very long time. Over 30 visits since the early 70's. but they're not what they used to be and don't seem to even want to keep up. Without getting into the specialty napkin argument, those things that made DW special are now gone, big deal or not. Those are the little things that put DW above other theme parks. So take that out of the equation and disney now seems behind universal. While US built 2 Harry potter areas, transformers, the Simpsons ride and whole themed area, etc, etc,
Disney has built the new Fantasyland, one restaurant, one very not state of the art dark ride, and a small family coaster, and while we'll done and nicely themed, still doesn't add that much to do. Lets not even bring up how the other 3 parks have been neglected. Their next big opening, an area in one of their parks based on a long forgotten movie that must be 30 years old by now.
Don't get me wrong, I liked Avatar and I'm looking forward to its opening but can't they speed things up. I work in construction and the time it takes to build things now is a fraction of what it used to be. There's no excuse for how long it took to build the New Fantasyland and Avatar. At their pace we won't see anything Star Wars for 10 years and they might as well start building something Marvel because by the time it opens, Universals rights to it will be long gone.
To summarize, every year I get a 6-7 day pass for DW and a 2-day for US. This year it will be a 4 day ticket and do Seaworld, Busch gardens instead of the extra days at Disney. I might even cut back more and do Hollywood Studios and Epcot in one long day. If that's not enough of a hit in the pocketbook Disney, take it from me that I'm not alone. I can't even get the other people who usually go with me to join in this year.
I miss what DW used to be and if they obviously are not going back to that, they at least need to keep up.
Speed things up Disney. If you need some advice let me know because your projects should NOT take that long.

Construction projects as a whole take more time now than they did years ago due to the increased government regulation. Add to that the recent loss of available laborers due to the past downturn in the economy. Most companies have had to scale back their labor forces to be able to stay in business through this period in time.

 

[ChrisFL]

... they might as well start building something Marvel because by the time it opens, Universals rights to it will be long gone.

Universal's rights to Marvel "east of the Mississippi" don't expire