Reply from WDW Guest Communications

[Disney_Princess83]

Oh Gee I guess I need to carefully review every statement like it is a research paper.

Plus you don't know what I meant.

People were pulling fast passes and disregarding the time on them and coming back anytime they wanted after the stated time.

Disney allowed this at the time so what anyone else thought about it was irrelevant. CM's and Guest Relations said you could return anytime after the FP return time and use the FP.

 

[Meggysmum]

I am getting confused by the way someone always says that it doesn't matter if one family doesn't go as there will be loads to replace them. people go to WDW because they hear great things about it and want to try it for themselves. Many new visitors have had help from old hands before booking their trip.

I have visited 10 times and also helped many people plan their vacations and have always pushed WDW as a great place to vacation. Word of mouth is the most powerful sales tool that companies have. I have used FP+ and I wasn't too impressed. It didn't ruin my trip but it certainly didn't enhance it. Like many people I would now be cautious of telling people it's a great place to go until I see the glitches ironed out and more balance returned.

What FP+ did do was severely limit the time we spent in the parks and therefore the amount of money we spent onsite!

Satisfied customers tell a few people, dissatisfied people tell anyone that will listen and Disney does need to be aware that people are grumbling. I believe they know the system isn't working well and hopefully things will improve soon.

We have just returned and I will send a general e-mail to guest services pointing out both the positive and negative aspects of FP+ for us. I don't expect a personalised answer but I do think that weight of opinion will be considered.

 

[wordwitt]

I'm getting really tired of the attitude that if you have something critical to say about Disney you need to shut up and go away.

No one said that. I think the point is that the OP is free to take the family's business elsewhere, but that the only thing that is going to result in any real change is a loss of revenue for Disney. But as long as business is brisk- and it appears it is-- all the threats in the world aren't going to make a difference.

I might add that I think the OP's letter was fine, and that I believe people ought to be communicating with Disney regarding the changes, no matter how one feels about them. I, for one, like FP+ in general, but hate tiering, and wrote an email saying that. I am hoping that there will be some tweaks to the system.

 

[Jennasis]

You won't be missed...

More room for me...

Glad you won't be there ruining the magic with your attitude while I'm there...

Disney doesn't need you...

Quit whining...

Just dont go! No need to announce it or write a letter...

There's 10 families to replace every one of YOU...


Did I miss any? Cause it really seems the snarkiest, rudest responses in all the hubbub over FP+ are coming from the pro-fp side who seem to take any criticism of Disney or the system as a personal affront.

Offering a differing opinion is a grand thing. Snarky dismissiveness is not.

OP, thank you for sharing your thoughts with Disney. I'm sorry Disney has lost its "muchness" for you.

 

[3Gsandme]

I think OP was fine to write the letter.

She got the exact response I'd have expected.

 

[TooExcitedCantSleep]

IMO the people who are the most upset about FP plus are the people who "gamed" the old FP system and pulled fastpasses and used them when ever they wanted with no regard to the times on them. I would bet a house payment on this.


Disney is not going back to a paper fast pass. Not going to happen they will not go back to old technology. for cost and it is just antiquated technology.

They are calling this a test so they can adapt and change things as this rolls out without people screaming if they change anything cause "that's the way it was written" like it was the ten commandments written in stone. I don't blame them, think it was actually a smart thing to do.

I think they should up it to 5 and let you pick whatever 5 you want, wherever you want and then I think it would be good to go.

I had to go back and see what drama you caused. This is a good comment......all good points made here. I would bet my house on that too!!!!! Gaming is not an insult it means people who know how to work a system to their advantage......it is what it is -----I mean it was what it was.

 

[Luvchefmic]

You won't be missed...

More room for me...

Glad you won't be there ruining the magic with your attitude while I'm there...

Disney doesn't need you...

Quit whining...

Just dont go! No need to announce it or write a letter...

There's 10 families to replace every one of YOU...


Did I miss any? Cause it really seems the snarkiest, rudest responses in all the hubbub over FP+ are coming from the pro-fp side who seem to take any criticism of Disney or the system as a personal affront.

Offering a differing opinion is a grand thing. Snarky dismissiveness is not.

OP, thank you for sharing your thoughts with Disney. I'm sorry Disney has lost its "muchness" for you.

nope don't think you missed any

To the OP I think it's good to write feedback letters but the canned response you got doesn't surprise me at all just like a standard form letter received in snail mail doesn't address anything personally on your mind, just acknowledges they heard from you

 

[Planogirl]

I am getting confused by the way someone always says that it doesn't matter if one family doesn't go as there will be loads to replace them. people go to WDW because they hear great things about it and want to try it for themselves. Many new visitors have had help from old hands before booking their trip.

I have visited 10 times and also helped many people plan their vacations and have always pushed WDW as a great place to vacation. Word of mouth is the most powerful sales tool that companies have. I have used FP+ and I wasn't too impressed. It didn't ruin my trip but it certainly didn't enhance it. Like many people I would now be cautious of telling people it's a great place to go until I see the glitches ironed out and more balance returned.

What FP+ did do was severely limit the time we spent in the parks and therefore the amount of money we spent onsite!

Satisfied customers tell a few people, dissatisfied people tell anyone that will listen and Disney does need to be aware that people are grumbling. I believe they know the system isn't working well and hopefully things will improve soon.

We have just returned and I will send a general e-mail to guest services pointing out both the positive and negative aspects of FP+ for us. I don't expect a personalised answer but I do think that weight of opinion will be considered.

I agree that word of mouth is very important, at least in the real world. I'm not so sure what is important to WDW or some of its fans nowadays.

 

[kidd_freeper]

Wow.
A loyal customer spending $10K/year gets a form letter.

If I told my local grocery store that I was going to shop elsewhere, they would invite me to talk face-to-face, call me or visit me at home.

But a form letter?
This is bad business. This is an indication of a bad attitude.

 

[ConvenientTruth]

IMO the people who are the most upset about FP plus are the people who "gamed" the old FP system and pulled fastpasses and used them when ever they wanted with no regard to the times on them. I would bet a house payment on this.


Disney is not going back to a paper fast pass. Not going to happen they will not go back to old technology. for cost and it is just antiquated technology.

They are calling this a test so they can adapt and change things as this rolls out without people screaming if they change anything cause "that's the way it was written" like it was the ten commandments written in stone. I don't blame them, think it was actually a smart thing to do.

I think they should up it to 5 and let you pick whatever 5 you want, wherever you want and then I think it would be good to go.

Exactly....

The system will evolve...

 

[kbelle8995]

You won't be missed...

More room for me...

Glad you won't be there ruining the magic with your attitude while I'm there...

Disney doesn't need you...

Quit whining...

Just dont go! No need to announce it or write a letter...

There's 10 families to replace every one of YOU...


Did I miss any? Cause it really seems the snarkiest, rudest responses in all the hubbub over FP+ are coming from the pro-fp side who seem to take any criticism of Disney or the system as a personal affront.

Offering a differing opinion is a grand thing. Snarky dismissiveness is not.

OP, thank you for sharing your thoughts with Disney. I'm sorry Disney has lost its "muchness" for you.

This and thank you I have seen those posts too and I don't like them. I'm glad the OP sent a letter and hope that others do the same if they are not pleased.

 

[Angel Ariel]

Exactly....

The system will evolve...

And what exactly do you think causes that evolution? Giving feedback that the system as is isn't working, or not saying anything and just not returning?

Without feedback indicating guests aren't happy with the system as is, there's no necessity for the system to evolve.

 

[3Gsandme]

Wow.
A loyal customer spending $10K/year gets a form letter.

If I told my local grocery store that I was going to shop elsewhere, they would invite me to talk face-to-face, call me or visit me at home.

But a form letter?
This is bad business. This is an indication of a bad attitude.

No. It's not.

The OP sent an unsolicitied to Disney about her opinion. She doesn't say if she's tried the new system, only that it won't work, glitchy issues, etc. This is fine! Everyone needs to make those sorts of choices for themsleves. She goes on to say she can't recommend a Disney vacation to friends and family anymore. She points out that she spends 10k/year previously and won't anymore.

What would you like Disney to say? If I were in charge, I'd basically say "I'm sorry you feel that way" and that would be that. Disney isn't going to scrap a billion dollar project because some people don't like it. OP said her piece, Disney sent her a canned response and, I suppose, if they want more information on why she won't vacation anymore (even though she told them) they'll contact her again.

 

[TooExcitedCantSleep]

Wow.
A loyal customer spending $10K/year gets a form letter.

If I told my local grocery store that I was going to shop elsewhere, they would invite me to talk face-to-face, call me or visit me at home.

But a form letter?
This is bad business. This is an indication of a bad attitude.

Thank you kidd freeper....even McDonald's will give you a free apple pie or coupon for next time. I completely agree it's bad business.....I would feel bad if Disney dismissed my concerns like that. That said- I wouldn't write a letter like that either.

 

[surferdave]

I think they're just getting correspondence like this too frequently to give them all personal attention.

 

[Angel Ariel]

No. It's not.

The OP sent an unsolicitied to Disney about her opinion. She doesn't say if she's tried the new system, only that it won't work, glitchy issues, etc. This is fine! Everyone needs to make those sorts of choices for themsleves. She goes on to say she can't recommend a Disney vacation to friends and family anymore. She points out that she spends 10k/year previously and won't anymore.

What would you like Disney to say? If I were in charge, I'd basically say "I'm sorry you feel that way" and that would be that. Disney isn't going to scrap a billion dollar project because some people don't like it. OP said her piece, Disney sent her a canned response and, I suppose, if they want more information on why she won't vacation anymore (even though she told them) they'll contact her again.

As I said, I sent a simliar letter (though longer, with more concerns and some suggestions included), and I received a personal phone call from a guest relations CM. The CM in my phone call was absolutely concerned with keeping my business at Disney.

 

[ConvenientTruth]

And what exactly do you think causes that evolution? Giving feedback that the system as is isn't working, or not saying anything and just not returning?

Without feedback indicating guests aren't happy with the system as is, there's no necessity for the system to evolve.

Data and use of the system....as the data is compiled on the use of the system (people's comments have no barring on this) a new Algorithm will be established and the fast pass system will be adjusted.

 

[Sandy Fisher]

Sometimes we really can't see the forest for the trees. Old. Trite. Doesn't apply. Etc. Fill in your own criticism.
It seems that if you complain about the elephant in the room that is taking away your enjoyment, you're going to get bashed for complaining.
I never. Repeat never. Gamed the old fast pass system. It wasn't a necessity in our touring style. Rarely used it at all.
Then I'll get a coment about we aren't morning people, won't do rope drop, don't want to rush, etc. Well, we were/are morning people. We did rope drop 99% of the time. Worked for us.
FP plus seems an overkill of tweaking something that Disney thinks needs tweaking. We don't schedule in advance. We go with the weather, our energy level, the busiest parks. We don't NEED or want to make reservations 60 days out and then adjust them as we go. Just not necessary.
I think the OP wrote a very reasonable letter. And I don't think for one minute that Disney can't dig into their data and find out how often you went. Maybe they can't total up the dollars you spent, but they'd have an idea by where you stayed (on site), and so on.
Businesses that ignore regular customers and pander only to the new guys will suffer sooner or later.
I don't want Disney to suffer. But it's like the services that offer wonderful new bargains and rates to only new customers. Poor marketing.
But I've already said more than enough, likely more than anyone will read. Sorry to tell you how the watch works. I know you only wanted to know what time it was. I think Disney's packaged reply was in poor taste. Sorry. Don't let the door hit you in the a** on the way out. Next...........

 

[jl234]

... we will not be returning to Disney World and will instead spend our vacation money elsewhere. ...

What do you expect them to do? You told them you aren't coming back. Perhaps a more constructive complaint where you ask them what they can do for you to entice you to return.

 

[Angel Ariel]

Data and use of the system....as the data is compiled on the use of the system (people's comments have no barring on this) a new Algorithm will be established and the fast pass system will be adjusted.

The data they get from MBs will only tell them so much. The data doesn't tell them if customers are happy with the system. That's what they do surveys for in the first place. Only select people get those surveys though. If you want to put your feedback in and don't get a survey, your only option is contacting them yourself.