Has Disney stopped caring about the guest experience?

[Lucille1963]

We used to visit WDW once or twice a year, but stopped about 8 years ago.
We had our first trip back this past January and had a nice time, not the BEST TIME EVER, but perfectly pleasant.

For those who feel that the pixie dust isn't quite as sparkly these days at WDW, I have a suggestion, try DISNEYLAND. So many improvements, new rides, new lands, killer shows, and wonderful food. No busses, no humidity, no FP+.

 

[disneysteve]

None of these are "ruin your vacation" type of things but to me they are hints of a more endemic issue.

Exactly.

We have a great time on every visit, including our most recent one. But those little things that just aren't right seem to be happening more and more and I worry about where that will lead if it doesn't get corrected.

 

[Suvadoo]

I listened to Lou Mongello's interview with Tony Baxter. He suggested that technology should not interfere with the theme park experience. He said it should tech should be used for new attractions. When he was asked about the New Fantasyland, he wasn't too enthusiastic. He really sounded more enthusiastic about Universal than WDW. Perhaps this is the reason he left the company.

As far as CM's seeming ambivalence and guest rudeness, I agree that increased attendance is partly to blame, but I think most of the problems are caused by MDE.

If the FP+ is working well, everyone is happy, but when the system crashes tempers flare. The minimum wage CM's are the ones who are stuck trying to resolve these problems. If I were a CM, I would resent management for their lack of support and I would resent the guests who vent their frustrations at me. At this point, I think Disney needs to do a lot to recover their WDW CM's.

I am going to DLR at the end of this month and I'm really excited. No FP+ reservations and no ADR's! Park hopping takes 5 minutes instead of 2 hours. I will be able to experience anything I want to without paying extra for a hard ticket event. It's going to be fabulous.

I'm also visiting WDW in April 2015. But this time, I am not spending all of my time and money at WDW, as I have in the past. I am staying at the Swan/Dolphin for my Epcot and MK days and then staying at Universal for the rest of my vacation.

My visit in April will probably be the last visit to WDW for a very long time. I've reached the point where the joy and magic of WDW no longer outweighs the frustration and expense of the experience.

 

[disneysteve]

The minimum wage CM's are the ones who are stuck trying to resolve these problems.

In addition to FP+, another newer creation that I think has degraded the guest experience (and frustrated front line CMs) is "free" dining and the dining plans in general. Years ago, dining was simple. You went to a restaurant, ordered what you wanted, and paid for what you ordered. Now, even eating requires complex planning. You need to figure out how best to use your allotted meal credits. Which signature restaurants are worth using 2 TS credits and which aren't? At the end of your stay, what's the best way to use up your excess snack credits and get things that you can pack to take home? Overall, you need a spreadsheet and a graphing calculator to work out how to get the most value out of the plan.

On the CM side, many guests simply don't understand how the plans work. I've personally witnessed this many times, being stuck behind someone in line who just wants to order lunch and the CM is doing their best to explain what the guest is and isn't entitled to under the plan.

 

[Suvadoo]

In addition to FP+, another newer creation that I think has degraded the guest experience (and frustrated front line CMs) is "free" dining and the dining plans in general.

I feel sorry for the CM's. I personally think any new directive should be implemented with management in the front line CM positions. If management was trying to explain how FP+ or the dining plan works, maybe they'd come up with more user friendly plans.

 

[disneysteve]

If management was trying to explain how FP+ or the dining plan works, maybe they'd come up with more user friendly plans.

I have to wonder if management sits around in some conference room and truly believes that things like FP+ and the dining plan will actually improve the guest experience or if it is just all about the money. Clearly "free" dining is driven by finances. Disney makes a boatload of money doing this by bringing people in at previously slow times, getting people to pay full price for their room, and prepay for a ton of food that never actually gets eaten. It's a win-win-win for them.

 

[jcb]

Pete's blog about the MNSSHP Villians' Soiree is up.

As he said, "Charge more, do less and completely ignore the guest experience." http://blog.wdwinfo.com/2014/09/02/villains-soiree-wickedly-disappointing

 

[Suvadoo]

Pete's blog about the MNSSHP Villians' Soiree is up.

As he said, "Charge more, do less and completely ignore the guest experience." http://blog.wdwinfo.com/2014/09/02/villains-soiree-wickedly-disappointing

I read Pete's post and I'm amazed he was so charitable toward Disney. If I had paid $100 and been rushed around like he was, I think I would've demanded my money back. It sounds like there isn't enough time to have 2 shows per night.
I look at Disney's hard ticket events and think about the other things I could do with that money. I just think they're way too expensive for what they provide.

 

[jcb]

I read Pete's post and I'm amazed he was so charitable toward Disney. If I had paid $100 and been rushed around like he was, I think I would've demanded my money back. It sounds like there isn't enough time to have 2 shows per night.
I look at Disney's hard ticket events and think about the other things I could do with that money. I just think they're way too expensive for what they provide.

This. I haven't done MNSSHP but have twice done MVMCP and just don't think it worth the money.

 

[disneysteve]

I look at Disney's hard ticket events and think about the other things I could do with that money. I just think they're way too expensive for what they provide.

This. I haven't done MNSSHP but have twice done MVMCP and just don't think it worth the money.

I haven't done any ticketed events but I agree that they are too expensive. Of course, lots of others clearly disagree as these events consistently sell out.

 

[kbelle8995]

I am not able to go to the parties either due to the cost.

The discount they give to passholders is just not enough.

 

[Suvadoo]

This. I haven't done MNSSHP but have twice done MVMCP and just don't think it worth the money.

I went to the Halloween party at DLR once. I had fun but the event was sold out so the park was packed. I didn't think it was worth the added expense and would not do it again.

 

[lovin'fl]

We did MNSSHP last year and it was not worth the money...just for a bag of cheap candy. We rode lots of rides but can do that with late EMH. It was crowded around the castle and the candy lines could be long...we didn't even mess with the character meets as it was just DH and I. We were at WDW with all the inlaws for Xmas and SIL wanted to do the last MVMCP and we (my family) took a pass. No discount for last MVMCP and then the rest of the week they do the same Xmas parade and fireworks for free..so we just went for late EMH later in the week and got everything they got but we didn't pay $65pp (or whatever it was)...we didn't get the free cookies though .

 

[tjevans]

We did MNSSHP last year and it was not worth the money...just for a bag of cheap candy. We rode lots of rides but can do that with late EMH. It was crowded around the castle and the candy lines could be long...we didn't even mess with the character meets as it was just DH and I. We were at WDW with all the inlaws for Xmas and SIL wanted to do the last MVMCP and we (my family) took a pass. No discount for last MVMCP and then the rest of the week they do the same Xmas parade and fireworks for free..so we just went for late EMH and got everything they got but we didn't pay $65pp (or whatever it was)...we didn't get the free cookies though .

I will never do a hard ticket event again. I believe they are selling too many tickets to make them as great as they once were. I must qualify this by saying the main reason we were interested in these events were for the smaller crowds and the opportunity to experience attractions with less waiting.

In 2005, we attended MNSSHP. Had a great time. Literally walked on every attraction that was open, had plenty of time to leisurely get name-brand candy (and so much candy that we filled my son's candy bag from home twice), meet characters, and see the parade and fireworks.

In 2011, we went again to MNSSHP. It was more crowded than MK was during the day the day before. We got one or two pieces of candy at each station. My daughter (son didn't go with us on this trip) didn't even fill up the small bag they give you as you enter MK.

In 2012, we went to MVMCP. It was so crowded that we only had time for about two rides before we had to get a parade spot.

 

[dvczerfs]

I will never do a hard ticket event again. I believe they are selling too many tickets to make them as great as they once were. I must qualify this by saying the main reason we were interested in these events were for the smaller crowds and the opportunity to experience attractions with less waiting. In 2005, we attended MNSSHP. Had a great time. Literally walked on every attraction that was open, had plenty of time to leisurely get name-brand candy (and so much candy that we filled my son's candy bag from home twice), meet characters, and see the parade and fireworks. In 2011, we went again to MNSSHP. It was more crowded than MK was during the day the day before. We got one or two pieces of candy at each station. My daughter (son didn't go with us on this trip) didn't even fill up the small bag they give you as you enter MK. In 2012, we went to MVMCP. It was so crowded that we only had time for about two rides before we had to get a parade spot.

Agreed!!! Do you remember the family photo that came with the price of the ticket? Before monsters inc. they would set up photo areas in that area and every family got a photo. You could do just about the entire park in one night and we viewed the first parade and there were big gaps on the curb. Last one I did was a dvc/ap discount night, looked like Christmas Day in the magic kingdom.

 

[lugnut33]

I totally agree Nikki, people in our society think they are entitled to everything including entertainment, boy I could go off here on a rant and I won't, but agreed.

I will say on a very positive note, I was there last week and we truly had many positive interactions with guests in the parks, on the buses, opening doors, managing lines, etc. We do seek out interaction with other guests as we are a social family, but it was nice and always a great part of our trip. I also had many positive CM interactions and made a point to compliment and engage them as well. Working hard to keep my cup half full while I'm there, and it was

When you are paying thousands of dollars for a trip I think people have some expectations. It's only going to get worse as they increase prices and continue their move to a la carte experiences (example: Villains Soiree).

Personally, I believe many of the changes are being driven by Iger wanting the grandest golden parachute ever when he retires.

That said, I am still able to go and have a great time. Yes, some of the changes bug me, but I don't dwell on them because there's nothing that I'm going to change.

 

[Suvadoo]

I heard someone comment that Iger was more interested in Wall Street than Main Street and I have to agree. I'm just hoping his replacement loves the theme parks.

I wonder if this drive for more hard ticket events and more DVC's is to offset the cost of MDE. I read somewhere that Disney Resort hotel occupancy is around 65% and Disney is converting rooms to DVC to reduce hotel vacancies. They also could've reduced their room rates and that would've increased occupancy, but that's not the Disney philosophy.

 

[DisneyDoc5]

When you are paying thousands of dollars for a trip I think people have some expectations. It's only going to get worse as they increase prices and continue their move to a la carte experiences (example: Villains Soiree).

Personally, I believe many of the changes are being driven by Iger wanting the grandest golden parachute ever when he retires.

That said, I am still able to go and have a great time. Yes, some of the changes bug me, but I don't dwell on them because there's nothing that I'm going to change.

I totally agree with you lugnut33, in my opinion the main reason for the change in guest experience is the current leadership, all the way up, out of touch and without Walt's vision, passion, and intent. This is what irritates me, because it seems so far from Walt's vision, which is very important to many of us dis fans and the history of the guest experience in the parks. I also agree and personally have some very real expectations for the trade of my dollars for an experience, it better be good for the price I pay. Of course 'good' is subjective. (i.e. recent Villains party experience)

This a-la-cart business is absurd and so clearly a money making strategy (yup, I know it's a business, blah blah), which is almost insulting to the average guest paying top dollar for tickets. The 'value' one puts on their ticket is directly related to the experience. I have always compared a one day ticket for roughly $100 to a 2 hour Taylor Swift concert ticket at say $250 and up and explained to people that they get TONS of value at Disney for a full day, but some would say that concert ticket has the same value to them, subjective. I still believe in the value of a Disney vacation for the dollars charged, but then start adding on this a-la-carte business and that starts blurring my value opinion. It doesn't matter whether I can afford it or not, it bugs me.

My comments regarding social entitlement was in reference to some of the comments regarding the guests as part of the problem with over all guest experience in the parks and cast member frustration. I personally have not been negatively impacted by guest behavior any more in recent years than in the past.

Still enjoying the conversation. The recent podcasts have reflected some of the sentiments we have expressed here. I appreciate the podcast team's discussions on this. The bottom line is that many of us CARE about WDW, not just about our vacations there, but the place as a whole. I want the best for my favorite place, and I'm getting a little bummed that current leadership seems to be more worried about making money than preserving the magic...
I will still love it and go, just currently concerned about the direction of things...

 

[jcb]

I read somewhere that Disney Resort hotel occupancy is around 65% and Disney is converting rooms to DVC to reduce hotel vacancies.

I would like to see the source. Disney reports upper 70's to low 80's occupancy rates in its earnings conference calls.

 

[Suvadoo]

I would like to see the source. Disney reports upper 70's to low 80's occupancy rates in its earnings conference calls.

Sorry, I was wrong about reading, I heard this and here is the source:
http://podbay.fm/show/452620851/e/1408770060?autostart=1

What was also talked about was that Disney shows a 70-80% occupancy rate by taking large blocks of hotel rooms out of the inventory for refurbs. This does make the numbers look better.