Has Disney stopped caring about the guest experience?

[Jennygt]

I heard Pete use this term when describing the situation at DTD with parking. Based on what I am reading on the Villians event I am wondering if this is becoming a trend with Disney? Do you think that upper managment has just become to far removed from the typical guest at the resort? Perhaps I am reaching? Thoughts?

 

[Chuck S]

Parking at DTD has been pretty bad for years now. I look at the current parking structure construction mess as growing pains that will eventually improve the situation. More top the point, if off site people are not able to find convenient parking, they won't shop an bring in money...the current construction is a necessary evil with few practical alternatives, IMO.

 

[carmelhp]

Yes. It seems to be all about doing whatever it takes to stretch the bottom-line in the short-term without regard to guest's experiences. The bean counters are killing the goose that laid the golden egg and it will catch up to them if it continues unabated.

 

[Jennygt]

Parking at DTD has been pretty bad for years now. I look at the current parking structure construction mess as growing pains that will eventually improve the situation. More top the point, if off site people are not able to find convenient parking, they won't shop an bring in money...the current construction is a necessary evil with few practical alternatives, IMO.

Very true I dont think that anyone would disagree that they need new parking, it is about how they are handeling the current situation while there is construction. I have not been there but on a recent podcast it was clearly discussed.

 

[Jennygt]

Yes. It seems to be all about doing whatever it takes to stretch the bottom-line in the short-term without regard to guest's experiences. The bean counters are killing the goose that laid the golden egg and it will catch up to them if it continues unabated.

Thats how I am starting to feel, but perhaps I am just getting too old for the whole thing, lol. Getting harder to defend to my newbie friends who are comming back with stories of great dissapointment recenly.

 

[Jennygt]

I really don't mean to start a whole negative thread, I was just thinking about this as I read the villians threads lat night. I love disney and I feel like somewhere in upper managment there is a disconnect? I hope it is corrected or I am just wrong. I, like most, feel protective of our" happy place" and hate to see it mishandled, know what I mean?

 

[disneysteve]

We just returned on Wednesday from 12 days at Disney. In many ways, the trip was as wonderful as always. But to this veteran's eyes, there were definitely issues.

1. CM training: This has been mentioned on the podcast numerous times. CMs don't receive the extensive training they used to get and it shows. While we had many wonderful CM encounters on this trip, there were also some not so good ones that really shouldn't ever happen. Example 1: I was in the shop next to Gaston's Tavern in new Fantasyland. Three CMs were standing around near the register and one was telling the other two all about her recent foot injury, what meds the doctor gave her, etc. It would have been a perfectly reasonable conversation in the break room offstage but not onstage in front of guests. Example 2: I was in line at a CS restaurant. My cashier was fully engaged in conversation with the CM in the next line over about something not job related. They continued this conversation the whole time that both were waiting on guests and taking their orders.

2. Maintenance: Pete posted the photo of the lights out on the Great Movie Ride sign this weekend. There are many similar examples of lights out, peeling paint, chipped stuff, broken seats, etc. Another thing I took note of this trip is that when it rained, nobody came out with squeegees to clear the water off the paths like they used to. Everybody was just sloshing through big puddles.

I could go on and on but my sense is that to some extent Disney has lowered their standards when it comes to the guest experience. Things aren't as clean. Cast members aren't as friendly. The new FP system is very guest-unfriendly. There seem to be more maintenance issues and breakdowns. And overall they just don't seem as concerned about "maintaining the magic".

 

[DisneyKevin]

Parking at DTD has been pretty bad for years now. I look at the current parking structure construction mess as growing pains that will eventually improve the situation. More top the point, if off site people are not able to find convenient parking, they won't shop an bring in money...the current construction is a necessary evil with few practical alternatives, IMO.

Not closing a large lot to be used for valet parking and then not offering valet parking until 4pm is a practical alternative.

 

[kbelle8995]

Fixing the parking problem is all well and good. It was a problem that they are now fixing.

Unfortunately this is causing major problems right now. They knew this was coming and they didn't fully think out where to alternatively park people when the crowds overflow the scanty parking areas they do have set up.

They should have figured this parking out well in advance. I am sorry but that's just bad.

Also why didn't they put the valet parking across the street. I know I'm horrible.

 

[Kristina4109]

I'm looking at Pete's Facebook where he's describing the experience being on hold with Disney for 40 minutes to try to book the Villains event that was just announced. It seems like Disney does not want to spend the extra money to make the guest experience better. It's sad, really. But I keep going back. I always will. So maybe that's telling in and of itself.

 

[UpstateMick]

I am in love with "the World" and I have been on seven trips in the last 12 years, and with every trip, there has been a definite move away from guest satisfaction and more towards "get ''em for all they are worth!" However, the most disheartening aspect of what I have seen is the inability for those who are staying at a value resort and only be able to take that once in a lifetime trip to have the same experiences as those repeat Grand Floridian guests who can now pay to have better viewing, special ticketed events, and soon, I believe, more ride experience with the ability to "buy" extra FPs. Believe me, I am well aware that not everyone has the same financial situation, but the parks used to welcome guests in and once you paid for that ticket, everyone, once inside the park, were basically equal. That certainly is not the case anymore. Special events, private viewings, special events, etc. are the norm now. Add all of this to bad attitudes of cast members, abandoned spaces at two major gates, a half day park in Animal Kingdom, a hole for years in the middle of the MK, and a downtown Disney that is basically impossible to enjoy at this point, Disney is no where near what it used to be, nor will it ever recapture the magic of the 90s and early 2000s that I so fondly remember.

 

[AndyPok1]

and soon, I believe, more ride experience with the ability to "buy" extra FPs.

There has been zero work put in to making this possible. Might it happen some day in the future? Sure. However there is no way it is happening "soon".

I don't believe it will happen. Too many people are disenfranchised by the model used elsewhere (e.g Universal's ExpressPass costing more). It is a positive differentiation that Disney has to their advantage.

Believe me, I am well aware that not everyone has the same financial situation, but the parks used to welcome guests in and once you paid for that ticket, everyone, once inside the park, were basically equal. That certainly is not the case anymore.

Ever heard of A/B/C/D/E tickets?

a hole for years in the middle of the MK

No idea what this is referring to? Fantasyland Expansion? I didn't have a problem with that work and I don't think the majority of others did either. Unless I'm missing something, pretty sure it has near-universal acclaim.

 

[disneysteve]

Believe me, I am well aware that not everyone has the same financial situation, but the parks used to welcome guests in and once you paid for that ticket, everyone, once inside the park, were basically equal. That certainly is not the case anymore.

Ever heard of A/B/C/D/E tickets?

That wasnt really much of a disparity compared to what they are doing now. Everyone had an equal shot at buying as many of each type of ticket as they wanted, and tickets were dirt cheap compared to today's costs. Compare that to the current FP+ system. Onsite guests get first shot at booking them and some of the most popular things are "sold out" 60 days out so that offsite guests and day guests don't even have a chance to get them at any price. Staying at the Poly? You can get a FP for the Mine Train. Staying at the Marriott? Sorry, you'll have to stand in a 2 hour line if you want to get on.

a hole for years in the middle of the MK

No idea what this is referring to? Fantasyland Expansion? I didn't have a problem with that work and I don't think the majority of others did either. Unless I'm missing something, pretty sure it has near-universal acclaim.

I'm guessing he's referring to the hub project.

 

[AndyPok1]

That wasnt really much of a disparity compared to what they are doing now. Everyone had an equal shot at buying as many of each type of ticket as they wanted, and tickets were dirt cheap compared to today's costs. Compare that to the current FP+ system. Onsite guests get first shot at booking them and some of the most popular things are "sold out" 60 days out so that offsite guests and day guests don't even have a chance to get them at any price. Staying at the Poly? You can get a FP for the Mine Train. Staying at the Marriott? Sorry, you'll have to stand in a 2 hour line if you want to get on.

Eh, I don't personally have an issue with that. On-property has always gotten more perks (EMH, Charge to Room, better bus drop off locations) than off-property. And sincere question because I don't know... hasn't this always been a problem for places like CRT and such? Because people staying on-property can book 180+10?

I know improvements have been going into FP+ biweekly, so I would hope that one of the updates fixes the issue so at least a handful of FP+ reservations remain in the system for day guests (at the 30 day mark, as well as same day). Granted it may only be 50, so you still have to be there super early or get super lucky. Basically, I can't see an intention that they would allow FP+ to ENTIRELY run out before non-resort guests can get them unless it was part of a marketing strategy... and thus far, that hasn't been advertised.

 

[disneysteve]

Eh, I don't personally have an issue with that. On-property has always gotten more perks (EMH, Charge to Room, better bus drop off locations) than off-property. And sincere question because I don't know... hasn't this always been a problem for places like CRT and such? Because people staying on-property can book 180+10?

I have no problem with onsite guests getting perks that don't impact the experience of other guests. EMH doesn't change my experience or enjoyment as an offsite guest. In fact, it actually enhances it because we are always careful not to go to the EMH park since that park is more crowded that day. And being able to charge to the room also has no affect on me.

As for restaurant reservations, I suppose that's true but I think that's pretty minor. How many places actually sell out before the 180 day mark? I don't even think BOG does and that's the hottest ticket right now.

I know improvements have been going into FP+ biweekly, so I would hope that one of the updates fixes the issue so at least a handful of FP+ reservations remain in the system for day guests (at the 30 day mark, as well as same day).
Basically, I can't see an intention that they would allow FP+ to ENTIRELY run out before non-resort guests can get them unless it was part of a marketing strategy... and thus far, that hasn't been advertised.

Mine Train FPs and Anna & Elsa FPs have definitely run out before offsite guests have a chance. Whether it was Disney's intention or not, that's what's happening.

My proposal is to release FPs in 3 batches:
Batch 1 is released 60 days out to onsite guests.
Batch 2 is released 30 days out to onsite and offsite guests.
Batch 3 is released each day at park opening for day guests (and everyone).

 

[AndyPok1]

Mine Train FPs and Anna & Elsa FPs have definitely run out before offsite guests have a chance. Whether it was Disney's intention or not, that's what's happening.

My proposal is to release FPs in 3 batches:
Batch 1 is released 60 days out to onsite guests.
Batch 2 is released 30 days out to onsite and offsite guests.
Batch 3 is released each day at park opening for day guests (and everyone).

My understanding is that this is the way it is supposed to work. (Though the batches get smaller every time). If it isn't, they should definitely fix that!

 

[DisneyDoc5]

To the OP question....yes, they have stopped paying close attention to guest experience. They have lost touch with guest experience as evidenced by many comments here. It's as if the company has grown and WDW has gotten so big and busy that they have lost touch with quality control as well. I'm hoping for a positive change and I will likely remain a loyal fan, but it frustrates and saddens me at times. I think Walt would be mortified at times with the guest experience, especially the hassle some guests experience with My Disney Experience. JMO

 

[Jennygt]

I think it is a case of wdw getting too big. I know that is a business, and making money is the goal, and I don't want to imply that they should not , however I feel that something is lost in presentation/execution these days that dis not need to be. Was Eisner that much more connected?

 

[UpstateMick]

I just feel like they could be doing so much more, especially for APH. I think Pete said it best on a recent show...if Disney is making money they way they are currently doing it, they have no true reason to change. It's just evident with each year that there is so much less attention being given to the little details.

 

[DCLMan]

Double post