NYT - is Disney Magic Slipping?

[TimothyG]

We just got back and couldn't have had a better time. That article seemed too crazy and very very stretched. I think that it just was a way to get an article up and not the whole truth. Disney World to me seemed thriving and the service was awesome. I guess it just isn't for everyone. And even if he did get a mistake, it isn't like Disney didn't fix it. I mean, computer glitches happen. There is nothing you can do about them, they occur. You just hope that not too much damage occurs. There are mistakes everywhere. But anyway, I found it was nothing short of magical on this trip that I just took.

 

[PatriciaH]

My mother thinks the CM's were nasty in the 70's when we went and are a lot nicer today! Go figure...

WDW is having a really hard time right now hiring. They are short a ton of people. No one can afford to work for $6.85 an hour here anymore. Homes and rent have gone way up in Cenral Florida. Gas is expensive, food is the same as any big city. I wonder what Disney will do???

 

[mickey2000]

My mother thinks the CM's were nasty in the 70's when we went and are a lot nicer today! Go figure...

WDW is having a really hard time right now hiring. They are short a ton of people. No one can afford to work for $6.85 an hour here anymore. Homes and rent have gone way up in Cenral Florida. Gas is expensive, food is the same as any big city. I wonder what Disney will do???

They can do the same thing as Willie Wonka did!!!
Finding help like this might be the answer!

 

[poohluvr]

I just went on my first trip since I was a kid in June, so I don't have anything to compare it with, but my kids and I were all very impressed with the cleanliness and how nice everyone was. Even the other guests were so nice! We kept striking up conversations everywhere we went. I had one issue with a CM who I thought was very unprofessional, but that was one issue and we were there for a week. Of course there's going to be problems and mix ups from time to time, the CM's are only human. To whine and complain about everything little thing that doesn't go exactly your way is just being ridiculous.

 

[DutchsMommy]

Just so I understand - this guy got his whole lodging cost refunded because he got an air mattress instead of a roll-away cot? To me it seems like this is what it boils down to. I personally think some people complain because they know if they yell loud enough they will get their way. I personally think that Disney does a great job, given it's size. And I totally agree that you make your own Magic. Anything that happens over and above that is just a bonus (or pixie dust if you will). For our family I can think of no other place that gives us such a care-free (ok so we don't go in peak times lol) and magical vacation and that's why we will return again and again.

 

[JustInLouisville]

Interesting article. NYT gets alot of exposure.

Some may think Disney needs improvement...some don't. I am open to any opinion as long as it is constructive. If Disney takes this article into consideration and improves on the standards they already have - then we all benefit.

 

[eclectics]

I do agree that people expect too much. As one of the WDW managers said of some guests "Some things don't go exactly as planned and I get a 7 page letter" (not a exact quote, but you get the idea). If you don't get a towel animal etc. don't make such a big deal about it. It's the little extras like that that are so magical to recieve because they should be surprises and NOT something expected. I also agree that Disney is very short handed and probably hiring people they wouldn't ordinarily hire, so sometimes the CM experience is a bit "unpredictable" should we say? Are the "standards" at Disney the same as 20 years ago, or even 10? Of course not. But they aren't the same anywhere else either, so we really shouldn't single out WDW for being a bit deteriorated. Finally, as to the "crumbling" infrastructure, you have to remember that the MK opened over 30 years ago and the defects, wear and tear, etc. sometimes can't be fixed with a fresh coat of paint anymore. Wood dries out and splits, concrete crumbles, mortar comes loose. A touch up with a paint brush doesn't cut it anymore. Disney is going to have to invest, some time in the near future, with some major renovations, especially in the MK. Is Disney losing the magic? No way! Just don't expect to bathe in Pixie Dust 24/7. A little goes a long way!!!!!!!

 

[TnTsParty]

I do not think Disney has lost the magic. I had be numerous times as a kid (being a Florida native I went alot as a kid and teen) then I had gone with my best friend the year I met my DH - 1995 - and I hadn't been back until March 2004 when I went with my mom, my Dsister, and my Dniece for her 7th bday. It must be some sort of magic that has brought me back again and again - 3 more times with another trip planned in a little over a month. I am in with WDW!!! I never felt this way before when I went so it must be the Disney Magic!! Also the Disney Magic lured my DH into liking WDW vacations So its there - you just have to be able to see it!!

 

[DeirdreTours]

Are the "standards" at Disney the same as 20 years ago, or even 10? Of course not. But they aren't the same anywhere else either, so we really shouldn't single out WDW for being a bit deteriorated.

I am not sure that is true. Really, upscale hotels have become much more wide spread- with luxurious beds (triple sheeted with ultra soft sheets and down pillows, etc), top notch service, beautiful architecture and fabulous food. I think in general, all of our expectations are higher now.

Also, my expectations are tied, in large part, to price. At $300 a night plus another $200 a day in food, plus ticket cost (for my family of 3 "adults", one "child" and one "infant"), my vacations expectactions are very high. Of course problems happen, but at these prices I expect those problems to resolved pretty quickly and with an apology for the inconvienience. In my opinion, it is in problem solving that Disney now frequently falls short. The polite guest who states calmly that they expect the room they booked, or that dried white gunk on the bathroom wall is not acceptable are pretty much ignored.

 

[eclectics]

Are the "standards" at Disney the same as 20 years ago, or even 10? Of course not. But they aren't the same anywhere else either, so we really shouldn't single out WDW for being a bit deteriorated.

I am not sure that is true. Really, upscale hotels have become much more wide spread- with luxurious beds (triple sheeted with ultra soft sheets and down pillows, etc), top notch service, beautiful architecture and fabulous food. I think in general, all of our expectations are higher now.

Also, my expectations are tied, in large part, to price. At $300 a night plus another $200 a day in food, plus ticket cost (for my family of 3 "adults", one "child" and one "infant"), my vacations expectactions are very high. Of course problems happen, but at these prices I expect those problems to resolved pretty quickly and with an apology for the inconvienience. In my opinion, it is in problem solving that Disney now frequently falls short. The polite guest who states calmly that they expect the room they booked, or that dried white gunk on the bathroom wall is not acceptable are pretty much ignored.

Disney certainly is not cheap but it is also not a 5 Star Resort or Hotel. The hotel type you have described will run you at least $500.00 a night just for the room, at least in my neck of the woods. Yes, for that money, I would expect a lot! As for CM service, I think that Disney has to make do with what they have. I do admit that they are spreading their resources and personnel thin and with lack of proper training, a lot of issues are not getting addressed and that is not acceptable. I still say this lack of staff and standards is not just a Disney problem, or a hotel problem for that matter. Go into Macy's and try to find someone to help you or even ring you up! It's not the same as it used to be. Are higher wages the answer? Maybe, maybe not. That's another debate.

 

[DISUNC]

The only difference with WDW 5 years ago & now is the age of their CM's. To me, they use to be mostly middleaged, now most of them seem to be early 20's.

Or Am I just getting older.

However I have witnessed NO lower quality of service at all from any CM.

 

[dixipixi]

I think people often compare apples to oranges and that leads to disappointment.

What I mean is this...my trips as a child with my parents were far more magical than the ones I've taken as an adult (even though I've had the wonderful experience of taking my child). When I didn't have to pay for anything, or worry about anything at home....everything was a lot more magical

I can also say in respect to the hotels, it does make a difference where you stay. I have stayed both off site and on. There is definitely more magic when you stay on site. There is also a huge difference amongst the Disney hotels themselves. Our two best hotel experiences happened to be on our last trip (this past June). We stayed at AKL (1 night) and the YC (9 nights). Both of these hotels were amazing and the CM's could not have been nicer. The magic was in full force at these two places!!!

The only problems we have ever had with "diminished magic" have come from other guests. If people would just realize that EVERYONE spends a lot of money to come to WDW and that we all are just there to have a good time, a lot of the magic would return.

Heat, humidity,rain,and broken down rides combined do not have the power to ruin your day as much as one fellow guest with an attitude problem. It seems like each time we go we witness at least one more "I can't believe they did that" moment.

I guess what I'm trying to say is that it is up to us, the guests, to make WDW a truly magical place. Smile, be courteous, and remember the golden rule. You'll be surprised what a difference it makes!!!

 

[umbluegray]

We went in May. We took my parents one week and my sister and her 2DD the next. We've been a few times but it was their first time.

We planned for a few months prior to the trip. I kept building up WDW. I told them they would be blown away. I told them once you step into the MK you're taken out of reality and you slip into fantasy. I even told them to check out the bathrooms -- that they'd be spotless.

Needless to say, they were NOT disappointed. If anything, their experience of WDW was far greater than they had imagined.

As far as the sheer number of employees, 50,000 employees isn't hard to imagine. FedEx here in Memphis has about 40,000 employees ranging from package handlers, to pilots, to aircraft mechanics, to computer programmers, to accountants, to attorneys, etc.

Living in a "right to work" state, I don't think unions are something to be desired. If I want to keep my job, I do the best I can. I try to deliver more than my employer asks. Anyway, I don't want to offend anyone about unions.

As I read that article to my DW, we talked about how incredibly everything was on our recent trip.

Note that in the article, the author starts off relating problems he experienced, but toward the end he talked about how wonderful other aspects were.

He also mentioned he was refunded the entire amount of his resort stay. How can I sign up for that?

 

[AlanH]

You might find the thread "The DIS Boards in NY Times article" of interest. This thread is also in Disney Rumors and News. I made a couple of posts there about CMs and management at WDW.

 

[SandrA9810]

Well I've read several things, and one thing that's probably taking away from the Magic, is disney trying to be cheap.
1, there's like 200,000 jobs at disney. A lot more comes from the CP program, and recent high school/college grads. Without offering that many full time positions, older people are less likely to wanna work there without insurance, unless they're in retirement years and enjoying themselves.
2. There's less attendants working the rides, and that puts more stress on the couple people that are there operating the rides. Especially when you have a handicap person come through. Everything is slowed down to allow the guest to get on board. Which is kinda annoying on rides that are continuous. I know, I have a handicap brother and it's not easy dealing with him on rides like that.
3. 20 year olds, have no sense of what proper attitudes should be in front of guest. They haven't gotten the whole idea of, "I don't care what kind of mood you're in, or what kind of mood a guest put you. You stick a smile on your face and be friendly."
I've worked in retail for 2 years now, and still haven't gotten a hang of it. Although some customers can turn your day around.
4. Disney is jacking up prices left and right every year by at least 10$. Walt originally wanted disney to be a fun and friendly place and affordable to all guests. It sure as heck not any more. Look at all the old passes and original addmission costs. They were miniscule compared to what they are now. Now you gotta save a few thousand and your entire trip is planned around going to disney.

Now in my past few trips, I haven't had any problems other than other guest pissing me off. And a few CM's who think they're cute and want to flirt with you. Ewwww.... I've had great service at the hotels, they even go out of thier way for special requests... like getting me a mickey bar of soap. And pretty much every person that i've ever talked to on the phone has been exceptionally nice and informative.

 

[bicker]

Walt originally wanted disney to be ...

This is a myth.

 

[DeirdreTours]

Living in a "right to work" state, I don't think unions are something to be desired.

Oh. My. I just couldn't let this go without pointing out some of the benefits you can thank organized labor for: Overtime pay, health insurance, OSHA (to make the job reasonably safe), the 40 hour week, sick leave, etc.
None of these things happened spontaneously. Hundreds of thousands working class americans organized, sacrificed and in some cases actually died to make America a place where a person could earn a living wage.

Most Americans have no idea what it was like to work in America before the labor movement and how much people sacrificed to win basic rights for workers....(people were harrassed, beaten and sometimes murdered for daring to organize).

 

[bicker]

Very true. The union movement was responsible for revolutionizing the nature of work. I think umbluegray's point is that now that job is done, and unions are no longer helping, but rather hurting the nature of work, overall.

 

[cindyfan]

Very true. The union movement was responsible for revolutionizing the nature of work. I think umbluegray's point is that now that job is done, and unions are no longer helping, but rather hurting the nature of work, overall.

I agree...... their (the union's) work is done. There are no more sweat shops employing 10 year olds and safety is of the utmost importance in any work environment.
But it has gone a step too far..... now the "culture" of the workplace has turned into..... what I call "I showed up for work, so what are you going to do for me?" syndrome.
People have that attitude that every employer "owes" them a lot more than a pay check.
The "quality" of help has really slipped in the last 20 years.... you can't deny that.... and the staff at WDW is no exception to that.... however... the entire public seems to expect it.
It is really plain and simple.... "good help is hard to find!" And when you employ 50,000 people now, as opposed to what it was 15 or 10 years ago.... that is what WDW is faced with.
MGM has only been open for 16 years and then came AK, now open for only 7 years. And think of all the new resorts that they have opened in just the last 15 years.

When all that was open was MK, then Epcot..... yes, WDW could pick only the "cream of the crop" so to speak. Now they don't have a choice.
Would you rather wait in line for 45 minutes so that you can speak to the best guest service person they have.... or..... get checked in within 10 minutes and maybe take the chance of dealing with someone that isn't quite as "bubbly" and "Disney-fied" ?

The Magic is still there! People just have to stop expecting Disney to be entirely responsible for creating it. Magic comes from the heart! The heart of every person that steps into the "World" It is a total experience. Not just how the staff acts or if every bathroom is clean enough to eat off the floor.
If you are open to the good things..... then the Magic will naturally be there.

 

[eclectics]

Very true. The union movement was responsible for revolutionizing the nature of work. I think umbluegray's point is that now that job is done, and unions are no longer helping, but rather hurting the nature of work, overall.

Interesting point. Unions certainly don't have the power they once had. More and more you hear of big companies giving ultimatums to their union workers regarding wages and benefits. They threaten chapter 11 and the unions don't seem to have a choice. Take the Airline industry for instance. Their pensions have been disolved, they are making concession after concession and they still fear for their jobs, and these are powerful unions. The average worker sees this and wonders "what are the benefits of belonging to a union"? I know quite a few non union companies that offer competitive wages and excellent working conditions and let's face it, I don't think (especially these days) being in a union offers you better job security. I'm not bashing unions, believe me. The makeup of industry in this country would be quite different if they were not formed. We certainly needed them. But with big company management seemingly quite able to squeeze power away from the unions now, what are the benefits of belonging? I think enough labor laws (thanks to the unions, by the way) are now in effect that big business can't blatantly abuse their workers anymore.