Disneyland Needs Help

[iKristin]

I've actually never ran into a grumpy or disrespectful cast member, and I'm a weekly to multi-weekly visitor. I guess I've just been lucky?

I do see what you mean about the chips in pain and graffiti that does need to be cleaned up. I think their focus has been so much on repairing and refurbishing all the rides lately that they weren't paying attention to the small details, like the word "tiny" on the brick archway of the POTC queue... It's been there for months. If I EVER saw someone graffiti in line, I would seriously tell a cast member as soon as we reached the front and point the person right out. I'd hope that everyone else would do the same

 

[rootbeer]

Is it not amazing though, that DL has stayed as good as it has for 60 YEARS. Think about that for a minute. 60 YEARS. It was meant for your imagination, memories, and dreams, and it still can be. I have always thought (Like the OP), that Disney should do whatever it takes, even operating it at a loss if necessary, to keep DL as it's shining beacon, but it can't be easy with the changes that come about. More people, more sophisticated rides, less time to maintain, More expensive to operate, even the current water shortage, and the seemingly change of mindset of the CM's. Do some now just look at it as a job?

I don't have the answers to DL's "problems", but I have a blind faith that Disney won't let it get so bad that it loses the magic. Don't think there aren't people within the company that care, and if it gets bad enough, and people like the OP let them know, they'll make it right. Walt's name and legacy demands it.

So as we do in our loved ones, try to overlook the little faults, and find the good. Make it your business make it a better place the minute you walk through the gate no matter what anybody, or anything around you does.

 

[FryingPansWhoKnew]

It's interesting the level of expectation people have of DL. I guess I'm just a lot more forgiving of short-comings. We have had our share of CM's that were less than what I would consider polite, but I've also had plenty of CM's that exceeded my expectations. I guess I remember when I worked customer service jobs. It's hard to be "on" 100% of the time and I found that it's just unrealistic to have that expectation.

And about the chipped paint or general disrepair, when I consider the volume of people that frequent both parks, DLR is in excellent condition. Perfection is again unrealistic.

Crowds. I see this complaint all the time on these boards and from people in general on twitter. I understand the complaint, but at the same time, I find myself at a loss for what these complainers expect to be done about it. What good does it do to complain about something that cannot be fixed? It also suggests a certain level of selfishness. I should be able to enjoy the parks but at the same time, I'm hoping not as many other people are enjoying the parks? Don't get me wrong, I see the value in trying to go when crowd levels are lower, but I find it sets people up for disappointment more often than not.

Also, to say that it cannot be fixed is not the same as to say Disneyland hasn't even tried. They have raised ticket prices, removed certain Annual Passes from being purchased, stopped allowing entry after a certain capacity and have even removed yearly parking passes just recently. I submit that Disneyland IS trying to reduce crowds. I think it's a little narrow-visioned to say that Disneyland does not have a vested interest in keeping the parks from being overcrowded.

The foot traffic re-direction that the OP talked about again is not seeing the big picture. Is it annoying? Yes. Is it necessary? Absolutely. In fact, I find it commendable that Disneyland has done such a great job at crowd management. Just remember, whenever you are directed somewhere you don't want to go, it's being done for a reason, not just to make your journey unpleasant.

DLR is a business first and foremost. It was a business when Walt Disney opened it. Why people expect that it should all of a sudden not be is something I've never understood.

 

[SMD]

Crowds. I see this complaint all the time on these boards and from people in general on twitter. I understand the complaint, but at the same time, I find myself at a loss for what these complainers expect to be done about it. What good does it do to complain about something that cannot be fixed? It also suggests a certain level of selfishness. I should be able to enjoy the parks but at the same time, I'm hoping not as many other people are enjoying the parks? Don't get me wrong, I see the value in trying to go when crowd levels are lower, but I find it sets people up for disappointment more often than not.

Also, to say that it cannot be fixed is not the same as to say Disneyland hasn't even tried. They have raised ticket prices, removed certain Annual Passes from being purchased, stopped allowing entry after a certain capacity and have even removed yearly parking passes just recently. I submit that Disneyland IS trying to reduce crowds. I think it's a little narrow-visioned to say that Disneyland does not have a vested interest in keeping the parks from being overcrowded.

DLR is a business first and foremost. It was a business when Walt Disney opened it. Why people expect that it should all of a sudden not be is something I've never understood.

I wouldn't say they're trying to reduce crowds as much as shift crowds. That's why they offer things like multi-day ticket discounts for So Cal residents from January-May with Spring Break blockouts and stopped selling new So Cal passes which can be used on Sundays. I don't understand the complaining about crowds either, it's saying that you have more right to be there than any other paying guest that Disney chooses to sell a ticket to. When people do find less crowded times to go they inevitably complain about the lack of weekday fireworks and ride refurbishment schedule. So in addition to expect others to stay home for their enjoyment they expect Disney to schedule maintenance around their schedule too.

 

[minnie mum]

I don't want to sound harsh, just realistic. The OP has noted some valid criticisms, but I think she is also being unrealistic in her expectations. Disneyland is a business first, last, and always. What kind of business, anywhere, does not put profit first? Who is going to incur operating losses just to make their customers happy? How long will a business stay in business if they operate at a loss. I can't believe that one poster actually suggested it. How does the OP expect Disney to minimize crowds? Start park entry closures every day? Start an ad campaign saying DONT come visit the happiest place on earth? If Disneyland is as "sick" as she claims, why are crowds increasing every year? If it was as bad as she claims, surely the crowds wouldn't be there.

As for maintenance and unhappy CMs, I believe they are directly associated with the increased crowds. Wear and tear is going to be increased and the stress and strains on the CMs more apparent as crowds grow. Maintenance, and keeping a smile plastered on your face become that much more difficult.

The OP is trying to relive a childhood memory. Good luck with that. As harsh as it sounds, Disneyland DOES, in fact, exist in the real world. It isn't static. By all means send a letter to Guest Communications, if it makes you feel better. Its not going to change anything.

I first visited back in the early 80s. I have neither the expectation nor desire to have the exact same experience every time I go. Times change. Accept it.

 

[sheetz]

I went to DL and WDW a few years ago a couple of months apart and WDW is cared for better than DL is. There is a big difference!

Funny, if you go to the WDW boards you'll find a lot of people think the exact opposite.

 

[VandVsmama]

The OP raised some good points about chipped paint & stuff like that. I hope that she contacts Disney directly regarding her concerns because Disneyland pays close attention to the feedback of regular visitors. This is because most of DL's business comes from repeat guests/visitors. And especially the local southern California DL guest - someone who goes often - has high expectations, understandably so. Whenever Disneyland has started veering away from the spirit of what Walt Disney originally intended for his theme park, the locals let Disney Corporation know!

This is why it's so important to send one's concerns to the right place. For example, if someone noticed chipped paint and graffiti in...oh, let's say...Adventureland...and that same someone sent an email to Disneyland or called them about it, then maybe DL maintenance/paint crew managers would send the painting teams to that section of the park or to that specific attraction to give it another once over.

 

[DizMe]

OP, I think you were very brave to post this and I also think you have valid concerns. As someone who has been going to DL since 1955, I too have seen the change in company philosophy and it makes me sad. Crowds? That is something I accept, since it is both the result of a lot more people living here and Disneyland's success. I think crowds also contribute to more visible wear and tear with less time to take care of it. It's the change in company policy that makes me the saddest. In Walt's day, the visitors were the primary focus. Now, we have the One Disney concept that stripped Disneyland of many of its unique attributes and gave us generic--or worse, WDW-geared merchandise and marketing. The decisions are often made by people who never step foot in Disneyland or California at all; it has become so much more a giant corporate machine and so much less a family-friendly company.

 

[BadPinkTink]

ok I know parks change over the years and how Disney California may not be the same standard it was decades ago BUT honestly compared to Disneyland Paris, it has really high standards.

First Disneyland California is wholly owned by the Disney Corporation. Disneyland Paris is only PARTLY owned by the Disney corporation, a member of the Brunei Royal family owns a huge % and the rest is owned by various others.

So what you may say, BUT because the Disney dont own Disneyland Paris 100%, this impacts on the amount of investment and real time money put into the park. Costs are cut because the money simply isn't there.

One example, the overall cleanliness of the park. One thing people over and over complain about is the amount of trash, overflowing bins and general dirtiness of Disneyland Paris. In Disneyland California there is a department of CMs whose sole duty is to empty the bins, clear the trash from rides / attraction lines and sweep the ground. In Disneyland Paris, this department does not exist. It is the ride / attraction CM's who have to keep their area clean, pick up trash, empty the bins, as well as load and unload and operate the ride/ attraction. On my last visit to Disneyland Paris the line up area of Phantom Manor (Haunted Mansion) was disgusting, so much trash and overflowing bins- at 6pm in the evening!!

You think the paint / general maintenance of buildings / rides/ attractions in Disney California is not up to standard? You should see the lack of maintenance, broken fixtures, buildings that need painting in Disneyland Paris, again, the money is not there for the same level of maintenance that Disneyland California can do.

You think the CMs in Disneyland California are grumpy?? Try a day at Disneyland Paris, where the CMs just dont have that Disney magic. For examples complaints about people smoking in the ride / attraction queues are treated with indifference!! Its Frenchiefied Disney, it looks like Disney but does not have that same level of customer service that Disneyland California has.

One reason why I go to Disneyland California once a year instead of several visits to Disneyland Paris is due to the fact that Disneyland California is so much more well maintained and has far higher standards of everything. So just be grateful that your parks are 100% owned by the Disney Corporation

oh and I have noticed that on another forum Disneyland Paris regulars don't like their park being compared to Disneyland California!!

 

[jammyjam25]

I think DL is kind of "damned if they do, damned if they don't" about upkeep and repairs. If they take the time to close down an area or attraction to polish it up, they will hear complaints about how it was closed, or closed for too long for such "minor" repairs. If they do nothing, or get to these small things as they are able to, people complain about park upkeep. Could they do a better job being more timely with small touch ups here and there? Probably so! But it's a massive property they're dealing with and I'm sure more pressing issues come up constantly and things get reprioritized.

I for one have never noticed chipped paint or things like that because they are so minor (to me) and don't detract from my overall experience. But that's just me!

 

[iKristin]

I noticed they replaced the part of the detailed railing in POTC that was broken off for months

 

[wildflower329]

I think DL is kind of "damned if they do, damned if they don't" about upkeep and repairs. If they take the time to close down an area or attraction to polish it up, they will hear complaints about how it was closed, or closed for too long for such "minor" repairs. If they do nothing, or get to these small things as they are able to, people complain about park upkeep. Could they do a better job being more timely with small touch ups here and there? Probably so! But it's a massive property they're dealing with and I'm sure more pressing issues come up constantly and things get reprioritized.

I for one have never noticed chipped paint or things like that because they are so minor (to me) and don't detract from my overall experience. But that's just me!

This is exactly what I was thinking. The parks are busier, there is less "off season" if any now, and people complain when attractions and areas are down. There does need to be a balance, but I think now that there is much less of an off season, it is probably harder to find a "good" time to maintain those types of things.

 

[FryingPansWhoKnew]

I wouldn't say they're trying to reduce crowds as much as shift crowds.

In some ways, yes. Though making the parking pass something that is only available for renewals is something that seems to have the direct intent of keeping locals from coming regularly. This is something that directly affects me. It doesn't make me bitter though. I realize that I'm not the only guest Disneyland has to cater to and therefore I don't perceive it as Disneyland losing customer focus.

I'm not a fan of every decision Disney has made, but I usually feel like I have a good idea why it was made.

 

[sheetz]

It's not so much that they want to reduce crowds but rather they want to at least maintain the current crowds while extracting more revenue from them.

 

[disneydadazut2]

Tracy,

I agree with everything you wrote. I have tried to communicate this to CMs the last time my family and I were there (Oct 2014). Sadly, I'm a sucker for DL and we are headed back in July for a few days.

I believe I know how to fix the problem - and at the risk of upsetting others here, I'm going to say it... DL needs to stop making Annual Passes affordable.

There, I said it. If you raise the rate 2x or even 3x, the crowd problems go down significantly. When you visit the park, you treat it as a special occasion because you forked out $115 bucks. AND, the CMs don't have to put up with regulars who come over after school and just crowd the popular rides.

There, I said it. And I hope I didn't offend anyone too much. The truth is, as humans, we care for things that are unique - and scrap things that are common goods. DL is less special when you can come at only a $20-50 sacrifice per visit.

 

[FryingPansWhoKnew]

It's not so much that they want to reduce crowds but rather they want to at least maintain the current crowds while extracting more revenue from them.

I'm afraid I can't agree with this entirely. I'm sure DLR would prefer out of town guests over locals as they tend to spend more money in the parks. But they would prefer locals to nothing.

So they would prefer to maintain the crowd levels but change the demographics a little. It's a delicate process though as they need to reverse the perception that Disneyland is crowded which keeps the out of town guests away, but at the same time they don't want to alienate the locals until they solidly have those replacements lined up.

In purely economical terms, DLR admission is a scarce commodity. There's a finite amount of people that can enter the parks. How do you make it so the more desirable consumers are the ones consuming the product and the less desirable are the ones that are not while still maintaining maximum consumption of your product? That's where DLR is at right now.

 

[beachdreamr1229]

Tracy,

I agree with everything you wrote. I have tried to communicate this to CMs the last time my family and I were there (Oct 2014). Sadly, I'm a sucker for DL and we are headed back in July for a few days.

I believe I know how to fix the problem - and at the risk of upsetting others here, I'm going to say it... DL needs to stop making Annual Passes affordable.

There, I said it. If you raise the rate 2x or even 3x, the crowd problems go down significantly. When you visit the park, you treat it as a special occasion because you forked out $115 bucks. AND, the CMs don't have to put up with regulars who come over after school and just crowd the popular rides.

There, I said it. And I hope I didn't offend anyone too much. The truth is, as humans, we care for things that are unique - and scrap things that are common goods. DL is less special when you can come at only a $20-50 sacrifice per visit.

Now this board is starting to sound like that other board we don't talk about. On the same note, you could say that they need to stop making multi-day or single day tickets affordable. It would have the same effect, but I bet that doesn't sound as palatable to a non-AP holder. And I see just as many if not more rude/disrespectful ticketed visitors as I do AP visitors because the APs I know of tend to take their time and not have overly high expectations like a family struggling to afford a single trip per year would. DL does not care about the crowds. The parks only reach capacity a few days per year, so why would they limit the amount of people who go?

I think the solution lies more in management strategies. A handful of former upper level people I've spent time with say that management doesn't hold CMs to the same standards they did long ago and that's the big problem. We need stronger incentive programs for the CMs and a management that cares more about quality than money.

Also, does Disney for sure make more money off of out of towners than locals? I don't know the figures at DL, but when I worked for a competitor's theme park, we were flat out told that the most money was made in food and retail at most parks. Not sure if it's the same at Disney, but I wouldn't be surprised.

 

[SMD]

They couldn't maintain the $99/$156 1 day ticket price if they drastically reduced the number of APs. The park and the city would not operate on out of town guests alone.

 

[FryingPansWhoKnew]

I would say that Disneyland makes more from out of town guests. Yes. But I do admit I'm making a guess here. Without any real data, there's no way to know. I would consider myself a "local" from San Diego. Aside from our AP's and parking passes we can easily make a trip to Disneyland for no money out of pocket. This is by no means "data" but it is an example of why I think the way I do

Disneyland has this data though. Why do you think AP holders get discounts on food and merchandise? That is some valuable data right there as to your spending habits. That plus the surveys at the front gate, I'm sure Disney knows exactly what it's doing. The way they data mine is brilliant.

 

[FryingPansWhoKnew]

They couldn't maintain the $99/$156 1 day ticket price if they drastically reduced the number of APs. The park and the city would not operate on out of town guests alone.

Right. They need us now, but the minute they can get by without us, we'll be dropped like fourth period French. Lol

DL needs to stop making Annual Passes affordable.

You know the other wrinkle here that makes this whole thing even more complex is that Disney has an image to maintain. That image affects their bottom line across many industries including film and merchandise. Pricing people out of their theme parks could have negative repercussions across other markets.