Disney's MyMagic Failure

[crzy4dmouse]

Here is an email I sent to both WDW Communications and DVC. I have yet to hear from either (and I am fairly certain I won't), but just my opinion, what is missing is the "Magic" that repeat guests have felt over many years. I think Disney Executives have forgotten that making your guests happy and "feeling good" also drives revenue. I'm in sales and a majority of my business now is from referrals who say, "I've heard you are the best and really take care of your customers." If Disney is really worried about the $$$ I KNOW customer satisfaction is the greatest (and most consistent) source of revenue increase.
Basically- it's BACK TO THE BASICS!!!!

"To Whom It May Concern:

Prior to reading this letter, I ask you to pull my “file” and look at the number of ways and times my family has visited Disney Theme Parks and Cruises in the last fourteen years. I ask this so you can fully appreciate that we are devoted and dedicated Walt Disney World vacationers, regular visitors to Disneyland, DVC owners, and got married at the Disneyland Hotel. I feel confident in my opinion of your recent changes and the negative impact it has had on my family’s vacation (and we haven’t even started our vacation yet).

I will not get into all of the details of my frustration; I am sure you can read that in my file. I do want to let you know that I have serious concerns about whether Disney has “lost its way.” My husband and I are chastised on a regular basis for always visiting Disneyland, Disney World and going on Disney Cruises. I have always used the retort of, “I travel with Disney because I know I will get exceptional service and experience.” That is quickly becoming not the case and if Disney is not careful competitors will swoop in and capitalize on the falter.

In two large markets, Florida and California, you have Universal and Sea World, both charging a fraction of what Disney charges. I have always paid the high Disney prices because I have received high quality… but now I am not… Disney will be hard pressed to find a consumer who does not at least somewhat subscribe to the philosophy of “you get what you pay for.” I am truly disappointed that during the transition to “My Disney Experience” Disney decided to raise ticket prices again, even though all facets know that there are large gaping flaws in the system. That translates to a consumer as saying, “we know we are providing a sub-par product, but we think you are a “sucker” enough to come to our parks anyway.” Disney may be correct in that assumption for now, but it will not continue. For one main reason - word of mouth – the same thing that helped Disney Theme Parks grow to the titan that it has will be the one to chip away at it. I myself have advised a few friends to hold off on purchasing DVC until many of the issues have been resolved. I, too, am concerned about the value of DVC and my husband and I have had conversations about selling it and purchasing another timeshare, which is something I swore we would never do.

All I ask is this, please stop and think about your guest experience, not just attendance and crowd control/flow, think about it as a parent and child coming to your park to spend time together. Disney used to equal Magic and that is what made it GREAT. I had hoped to raise my son knowing that Disney Magic, but I honestly think that it is gone. I am hopeful that our upcoming vacation will be far better than the planning of it has been and I will get to see even a glimmer of the Magic that used to exist. Please try and find a way to bring that magic back to your guests because those of us who have seen and experienced it truly miss it."

 

[gamerlovesdisney]

The real reason that attendance was up during the financial crisis was that Disney cut its prices to entice people to come. In addition, the airlines were also cutting prices so it was so cheap to go during that time. I went 3 times in 12 months and each trip, with airfare, dining, onsite hotel, and tickets for 2, came in under $1,900 and that's from the west coast. If you were lucky enough to have a job during that time, you could go to Disney as a really cheap vacation.

It's really a shame that the 1.5 billion dollars that they spent for NextGen wasn't used to build new attractions. As one PP mentioned, the parks are getting "stale". And in many cases, such as Epcot, the number of attractions has gone down from a few years ago (think Body Wars, Horizons, etc.). As it now is, I really don't see a reason to even go to Epcot (been there, done that too many times ). Epcot is old and outdated.

I do feel that I will probably go one more time, maybe even this year. However, my touring plan is going to be much different from previous trips. I'm going to do more off-site things in the morning and afternoon, and then have my FP+s for a park in the evening. So in my case, having FP+ will not trap me into a park...it will free me up to go elsewhere during the day.

 

[PlutoMars]

I, for one, am not convinced that if this reported 1.5 billion was spent on new attractions in the parks would have solved everything from a crowd management POV.

New attractions would bring in more people and revenue but there would still be a crowd management problem whereas the majority of WDW visitors face massive lines for the more popular attractions. New attractions wouldnt fix that issue. People act as if the attendance numbers would stay constant if new attractions were built thus spreading out the crowds and lowering wait times.

I am not defending the FP+ system because I feel the whole rollout has been mismanaged. I just do not agree that new attractions are the panacea that people are making it out to be

 

[Andtototoo]

How about spending the day off site and then going in the evening to do your 3 FP+. This is now an easy strategy to implement and does the exact opposite of what was intended.

The ticket to MK costs $99. You are suggesting I spend $33/ride?

No, thanks. I'll spend my vacation money elsewhere... like at the places I visit "off site".

This change makes me so very glad I did not buy DVC when I was seriously considering it. At the time, I finally ended up telling the sales person I was not comfortable locking my vacations into the decisions of one corporation. He told me, "Don't worry. Disney will always take care of its guests." Not seeing that right now.

 

[ChipnDale79]

Here is an email I sent to both WDW Communications and DVC. I have yet to hear from either (and I am fairly certain I won't), but just my opinion, what is missing is the "Magic" that repeat guests have felt over many years. I think Disney Executives have forgotten that making your guests happy and "feeling good" also drives revenue. I'm in sales and a majority of my business now is from referrals who say, "I've heard you are the best and really take care of your customers." If Disney is really worried about the $$$ I KNOW customer satisfaction is the greatest (and most consistent) source of revenue increase.
Basically- it's BACK TO THE BASICS!!!!

"To Whom It May Concern:

Prior to reading this letter, I ask you to pull my “file” and look at the number of ways and times my family has visited Disney Theme Parks and Cruises in the last fourteen years. I ask this so you can fully appreciate that we are devoted and dedicated Walt Disney World vacationers, regular visitors to Disneyland, DVC owners, and got married at the Disneyland Hotel. I feel confident in my opinion of your recent changes and the negative impact it has had on my family’s vacation (and we haven’t even started our vacation yet).

I will not get into all of the details of my frustration; I am sure you can read that in my file. I do want to let you know that I have serious concerns about whether Disney has “lost its way.” My husband and I are chastised on a regular basis for always visiting Disneyland, Disney World and going on Disney Cruises. I have always used the retort of, “I travel with Disney because I know I will get exceptional service and experience.” That is quickly becoming not the case and if Disney is not careful competitors will swoop in and capitalize on the falter.

In two large markets, Florida and California, you have Universal and Sea World, both charging a fraction of what Disney charges. I have always paid the high Disney prices because I have received high quality… but now I am not… Disney will be hard pressed to find a consumer who does not at least somewhat subscribe to the philosophy of “you get what you pay for.” I am truly disappointed that during the transition to “My Disney Experience” Disney decided to raise ticket prices again, even though all facets know that there are large gaping flaws in the system. That translates to a consumer as saying, “we know we are providing a sub-par product, but we think you are a “sucker” enough to come to our parks anyway.” Disney may be correct in that assumption for now, but it will not continue. For one main reason - word of mouth – the same thing that helped Disney Theme Parks grow to the titan that it has will be the one to chip away at it. I myself have advised a few friends to hold off on purchasing DVC until many of the issues have been resolved. I, too, am concerned about the value of DVC and my husband and I have had conversations about selling it and purchasing another timeshare, which is something I swore we would never do.

All I ask is this, please stop and think about your guest experience, not just attendance and crowd control/flow, think about it as a parent and child coming to your park to spend time together. Disney used to equal Magic and that is what made it GREAT. I had hoped to raise my son knowing that Disney Magic, but I honestly think that it is gone. I am hopeful that our upcoming vacation will be far better than the planning of it has been and I will get to see even a glimmer of the Magic that used to exist. Please try and find a way to bring that magic back to your guests because those of us who have seen and experienced it truly miss it."

For what it's worth we had some major issues with MDE and spent a lot of time on the phone with Disney trying to fix things, I finally got so upset that I emailed guest relations explaining I had some serious problems with the way things are going.

Believe it or not I actually got a call back, we discussed some things and at the end of the day, they offered me a gift card for my troubles.

The gift card is nice, but it doesn't fix the overall problem.

I hope that you will post a follow up to this post if Disney does in fact reach out to you, I know I"m not the only one that would be interested to see what happens here.

 

[StarWarsJez]

I just do not agree that new attractions are the panacea that people are making it out to be

Well I think most people would say that a major theme park resort like WDW should be investing at least SOME money in new E-Ticket attractions!

How long has it been since Everest?

 

[OtherScott]

Why don't those of you who hate FP+ just look at the surveys to see where it is heading?

 

[PlutoMars]

Well I think most people would say that a major theme park resort like WDW should be investing at least SOME money in new E-Ticket attractions!

How long has it been since Everest?

Oh, I do agree. How much money did they sink into New Fantasyland. Some people will debate whether the Mine Train is an E-Ticket but the fact is that it will draw huge crowds and lines.

They also built the hugely popular BOG restaurant.

 

[StarWarsJez]

The ticket to MK costs $99. You are suggesting I spend $33/ride?

No, thanks. I'll spend my vacation money elsewhere... like at the places I visit "off site".

This change makes me so very glad I did not buy DVC when I was seriously considering it. At the time, I finally ended up telling the sales person I was not comfortable locking my vacations into the decisions of one corporation. He told me, "Don't worry. Disney will always take care of its guests." Not seeing that right now.

I agree with you 100%. I nearly made that same mistake myself!

Although let's not forget how the wonderful Disney Execs have given is the themed 'Tangled' Rest Rooms - or the upcoming 'Frozen' wifi hotzone and lost property centre. Who needs rides with such wonderful Disney theming

 

[StarWarsJez]

Oh, I do agree. How much money did they sink into New Fantasyland. Some people will debate whether the Mine Train is an E-Ticket but the fact is that it will draw huge crowds and lines.

They also built the hugely popular BOG restaurant.

Given it's just about the ONLY ride even approaching 'E-Ticket' status for WDW in over EIGHT YEARS I'm sure it will attract queue. Maybe that's their plan, build one new major ride each decade and watch the numbers build

You're not serious about the restaurant are you? Sure it's very nice but building new restaurants and shops is hardly a way to entice holiday makers to your resort.

 

[lugnut33]

Your trip report, if you write one, will be interesting. You will be shocked at how different things are (much less well maintained than they were 5-10 years ago).

You know, I just must not be as observant as others because I don't notice the huge difference that some do. What I do notice is how much busier it is at all times in the parks.

 

[davedmaine]

Oh, I do agree. How much money did they sink into New Fantasyland. Some people will debate whether the Mine Train is an E-Ticket but the fact is that it will draw huge crowds and lines.

They also built the hugely popular BOG restaurant.

Fantasy Land is a disaster. Seriously, double the number of Dumbo rides? Who thought that was a good idea? Yes, the Mine Train will have long lines, but so does Small World now (thanks to FP+). And Mine Train will not be a destination attraction, like Harry Potter is down the road.

The problem with many on this board is that they rush to defend Disney; any criticism is taken as a personal attack on their childhood memories. I can love Disney World, but not love the direction it's being taken.

 

[morethananyonex]

Fantasy Land is a disaster. Seriously, double the number of Dumbo rides? Who thought that was a good idea? Yes, the Mine Train will have long lines, but so does Small World now (thanks to FP+). And Mine Train will not be a destination attraction, like Harry Potter is down the road. The problem with many on this board is that they rush to defend Disney; any criticism is taken as a personal attack on their childhood memories. I can love Disney World, but not love the direction it's being taken.

I take comfort in the fact that NFL is nowhere near the mess it was planned to be, when all it consisted of was basically princess meet and greets everywhere you turned, and storybook circus. I am so glad Disney at least realized how awful the original plans were to families without princess lovers, and added 7DMT.

 

[TLSnell1981]

Why don't those of you who hate FP+ just look at the surveys to see where it is heading?

Not impressed

 

[skylizard]

"Magic Handcuffs"

 

[Nole95]

Why don't those of you who hate FP+ just look at the surveys to see where it is heading?

Option C would at least be a decent improvement. If I was so inclined I could schedule my FP+ for mid-morning, hit as much as I could at RD and then start scheduling more FP+ (if available) as soon as I started using my current ones.

I cannot see much being left available for Option A & B.

To me the perfect system would be an Option D.
1. Due to the amount of rides at MK, increase that number of FP+ selections to 4.

2. Upon entering any park, you could immediately schedule a FP+ attraction for any ride you wanted so long as it did no conflict with an existing FP+ reservation. However, once you scheduled this, you are not eligible to schedule another one until you either use one of your FP+ reservations or 2 hours have passed.

This is sort of a hybrid of the old and new. Availability would probably still be very limited for scheduling once you got into the park, but at least you would have the chance to schedule more.

 

[abner1776]

As an accountant by trade, I am smart enough to know that a company like Disney is doomed if run by "penny pinchers." I worked for a high tech company back in the 80's and it lacked the innovation that high tech companies need to survive ....and it did not survive.
7DMT will not save WDW...all it will do is delay the inevitable unless Disney gets back to doing what it did better than anyone during the 50 years from 1955 to 2005.

 

[OtherScott]

As an accountant by trade, I am smart enough to know that a company like Disney is doomed if run by "penny pinchers." I worked for a high tech company back in the 80's and it lacked the innovation that high tech companies need to survive ....and it did not survive.
7DMT will not save WDW...all it will do is delay the inevitable unless Disney gets back to doing what it did better than anyone during the 50 years from 1955 to 2005.

Disney is staring at a demographic tsunami. What it did better than anyone for 50 years won't save it. The relatively few kids who are being born are exposed to more earlier and faster, and there are no signs of that abating.

We may be witnessing merely the best of several lousy scenarios.

 

[dfb]

C works for me.

If I understand correctly you can park hop and get additional FP to whatever ride you want?? No matter what park or tier level??

 

[OtherScott]

C works for me.

If I understand correctly you can park hop and get additional FP to whatever ride you want?? No matter what park or tier level??

Not sure. Just posted it to point out the fact that FP+ isn't what it is going to be. It was never going to be 3 and out.