Reply from WDW Guest Communications

[JimmyV]

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.

Thank you. I was just about say the exact same thing, but clicked over to Page 7 and saw that you posted exactly what I was thinking. People who think that corporate changes will evolve organically are simply mistaken. You have a bunch of "yes men" and "yes women" sitting aroung a conference room table telling each other what great ideas they have come up with, and stroking their boss in total fear of voicing dissent. Our nation did not evolve organically. People had to throw tea into the harbor. All too often, people shrug off criticism as not having enough "data points". WDW does not suffer that fate. It gets hundreds of thousands of data points every week. If the guests are not happy, changes will be made. And "changes will be made" is not a synonym for "evolve". Changes will occur because people will demand them, not because some 27 year-olds in a board room land on better ideas all on their own.

 

[saskdw]

I thought there might be some interest in reading the email response that I received from Guest Communications after my email to them a week and a half ago.

Here's my email:

To Whom It May Concern,

We are a family of five who have lived within a few hours of Disney World for the past 10 years. We have very frequently visited the parks, restaurants, and resorts, usually multiple times a year, over that time frame. We have had annual passes on and off and estimate that we have spent approximately $100,000 at Disney World over the past 10 years.

I don't wish to type a lengthy email but did want to inform Disney that, because of recent changes, we will not be returning to Disney World and will instead spend our vacation money elsewhere. In short, the FastPass Plus system is driving us and our vacation dollars away. The system too negatively affects our park touring experience. This is in part because we will necessarily be spending more time standing in lines with the new system, but also because we have found that use of Disney's computer technology in terms of the website and apps has been difficult and glitchy. We don't have confidence in a system that places further emphasis on this technology and relies on it for touring the parks.

In the past, we have also visited with family and friends and helped numerous families plan trips to Disney World. We thought you might like to know that we are no longer recommending trips to Disney World to our family and friends.

Sincerely,
****

And here's their reply:

Thank you for contacting us regarding the Walt Disney World® Resort.

We appreciate you taking the time to share your comments about FastPass+ and the use of the My Disney Experience application. Your feedback is valuable to us, especially during this early roll-out period of MyMagic+. We continue to take Guest input into consideration as we test and adjust this new offering.

Ms. ****, we look forward to future opportunities to entertain you and we appreciate your loyalty to the Disney brand.

Best Regards,
*****

I didn't read any of this thread. But as I've said in a few other threads the reality is that you are in the small minority. There are WAY more people out there who will now vacation at WDW BECAUSE of the changes. Many avoided WDW under the old system because it was to chaotic and greatly favored the experienced WDW vacationers and those willing to get out of bed at 6am on vacation. This simple to use new system will attract 1000's of new customers and welcome back those who wouldn't return because of the old system. The proof is in their response, you are expendable because as response number 1 in this thread said "One family out 10 new ones in"

 

[JimmyV]

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.

Techno-babble nonsense. You are suggesting that in order for Disney to learn of the guest's displeasure with a "system" the disgruntled guests have to first use the system. That is circular logic of the worst order. It might work in a restaurant if the "system" is the onion soup. "Chef-12 people ordered the onion soup tonight and none of them finished it. Maybe we need to change it or take it off the menu." OK. That works. Data compiled and displeasure noted. But in order for WDW to understand the displeasure with its new system, people would have to not use it, according to your "data compilation" theory. (Because if they actually use the system, Disney will have no way of knowing if the person used it enthusiastically or begrudgingly. FP+ is advanced, but it ain't that advanced.) But who is going to spend $10,000 on a vacation and the cut off their nose to spite their face just so that they can be a conscientious objector and refuse to use the system? No. The better approach (and indeed, the only approach) is to use the system, evaluate it, and then tell everyone that you know, including Disney, what you think of it, and offer suggestions for changes. Data compilation can take years. 50,000 letters and emails of dissent can be done in a day.

 

[AmyB2006]

I'm not sure what you expected back from Disney, but what else did you want them to say?

You didn't have a specific complaint from a situation you personally dealt with.
From your email I would assume you haven't been to Disney since they implemented FP+.
You didn't really request anything.
You didn't really ask a question.
You told them you weren't coming back.

What did you want them to say?

 

[flutterby3744]

These threads are funny....

OP had every right to express her displeasure with the new system. In fact, since they are in the "testing" phase, I think every person that "tests" should send them feedback. After all, that is what a testing phase is all about.

I also think it's funny that people think that Disney should have a knee jerk reaction and pull the plug immediately. That is not how things work folks.

I said it before, but their response was appropriate. What do you guys think would happen? A personal visit from Bob Iger? Perhaps a lunch invitation with imagineers team? Disney gets, I'm sure, MILLIONS of emails. The fact that you were acknowledged at all is a win in my book. And like a PP poster said, maybe you'll get a follow up call like she did.

 

[dwheaton]

I didn't read any of this thread. But as I've said in a few other threads the reality is that you are in the small minority. There are WAY more people out there who will now vacation at WDW BECAUSE of the changes. Many avoided WDW under the old system because it was to chaotic and greatly favored the experienced WDW vacationers and those willing to get out of bed at 6am on vacation. This simple to use new system will attract 1000's of new customers and welcome back those who wouldn't return because of the old system. The proof is in their response, you are expendable because as response number 1 in this thread said "One family out 10 new ones in"

I can buy the idea that WDW is still getting lots of new visitors. But I'd be stunned if anyone has chosen to go there because of FP+. Many probably didn't know how FP worked in the past, but it definitely wasn't getting the types of reactions and chaos that we're seeing in the parks. I visited five times at DW since the origins of FP, and I can't think of a single time where people were freaking out because the old system helped experienced vacationers. What does that even mean?

 

[saskdw]

I'm not sure what you expected back from Disney, but what else did you want them to say?

You didn't have a specific complaint from a situation you personally dealt with.
From your email I would assume you haven't been to Disney since they implemented FP+.
You didn't really request anything.
You didn't really ask a question.
You told them you weren't coming back.

What did you want them to say?

 

[JimmyV]

But as I've said in a few other threads the reality is that you are in the small minority. There are WAY more people out there who will now vacation at WDW BECAUSE of the changes. Many avoided WDW under the old system because it was to chaotic and greatly favored the experienced WDW vacationers and those willing to get out of bed at 6am on vacation. This simple to use new system will attract 1000's of new customers and welcome back those who wouldn't return because of the old system.

Definition of "small minority": The subset of people who have refused to go to WDW because of the way things operated prior to 1/15/14 but who will now go because of the technological advancements of a Fast Pass system.

 

[Shaden]

I didn't read any of this thread. But as I've said in a few other threads the reality is that you are in the small minority. There are WAY more people out there who will now vacation at WDW BECAUSE of the changes. Many avoided WDW under the old system because it was to chaotic and greatly favored the experienced WDW vacationers and those willing to get out of bed at 6am on vacation. This simple to use new system will attract 1000's of new customers and welcome back those who wouldn't return because of the old system. The proof is in their response, you are expendable because as response number 1 in this thread said "One family out 10 new ones in"

You should have read the thread, because everything you just said has already been utterly destroyed as a trash response based on nothing.

You have no idea how many people like vs don't like the system.
You have no idea whether this will make more people come to WDW.
You have no clue how many people avoided WDW because of the old system
You have no clue how many people will come because of the new system.
You have no idea if anyone will "replace" the OP, though again, this idea was shot down repeatedly.

Your "assessment" is based on nothing.

All we, or the OP, or WDW can know ... is that they wont be getting the OP's money. And that itself should be a concern.

As was said previously, its not like Disney is at capacity while the OP is there, they aren't turning people away at the door. Even if attendance continues to increase, missing the OP's money, is still missing money to Disney, and that is not a good thing from the company standpoint.

 

[AmyB2006]

All we, or the OP, or WDW can know ... is that they wont be getting the OP's money. And that itself should be a concern.

I disagree, only because you can't keep everyone happy 100% of the time. And Disney knows that. And you're right, we don't know how many unhappy vs happy customers there are because we don't have access to the numbers.

Disney, I'm sure, is expecting some people to be unhappy. With an email like this, though, there's not a lot they can do.

 

[BrianL]

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.

I second this. I'm not going to call someone's complaints invalid, even if I don't share the opinion, but writing an effective complaint letter is very important. When you state the conclusion that "I'll never shop/visit/spend money here again," you have already closed the dialogue. There is nothing they can do at that point, so letters like this are ineffective. One should propose possible solutions/redress and leave it to the company to pick up the ball.

In the case of Disney, they are not going to consider making changes for people who say they aren't coming back (whether it's true or not). Explain what you want to see changed/corrected and why it matters to you. The more constructive the feedback, the more seriously it will be taken.

 

[PlutoMars]

Disney also realizes that even though people complain and threaten never to return again, many never make good on those threats.

People keep spending money with Disney regardless of how loud and forcefully they complain. Disney realizes this.

I think people should send their concerns to Disney but they should be not be surprised to get a form letter in return.

What kind of response was the OP expecting? What would have been a satisfactory response in their mind?

 

[WillAustin]

I disagree, only because you can't keep everyone happy 100% of the time. And Disney knows that. And you're right, we don't know how many unhappy vs happy customers there are because we don't have access to the numbers.

It's pretty obvious to anyone who is paying attention that WDW is getting more complaints now than before. Whether that matters or not is certainly Disney's choice to make, but they aren't going unnoticed. I still expect major changes will come for FP+. I keep coming back the boards to see if the changes have happened yet.

 

[chmurf]

These threads are funny....

OP had every right to express her displeasure with the new system. In fact, since they are in the "testing" phase, I think every person that "tests" should send them feedback. After all, that is what a testing phase is all about.

Yes, feedback is useful.
But what is feedback ? Feedback is "I liked/didn't like it because this and that" "I wish this and that were different, made another way ..." and so on

Feedback is not "I spent a hundred grands, and I'm not returning, you'll never get my money, never, ever again " ( you can accept that from a toddler, not from a grown up )

I also think it's funny that people think that Disney should have a knee jerk reaction and pull the plug immediately. That is not how things work folks.

this !

and businesses do not listen to threats. Threatening to take your business away only works if your among the top customers. Now OP, you're one in tens of millions and probably not in the top spenders by far.

What do you guys think would happen?

When people really want to resign/quit/walk away they vote with their feet and just walk away

usually, when someone threatens to go away, it's because they expect to be called and offered ... a PIN or a discount for example for an upcoming stay.

You'll notice that people will also do that on forums "Oh, I'll never post here again ..." usually this is only designed to get support messages in return.

If the food at a restaurant is bad, you just don't go there anymore, you don't drive 50 miles to go tell it in the cook's face before driving the 50 miles back to eat at the McDonald's down the road.

just sayin'.

 

[saskdw]

I can buy the idea that WDW is still getting lots of new visitors. But I'd be stunned if anyone has chosen to go there because of FP+. Many probably didn't know how FP worked in the past, but it definitely wasn't getting the types of reactions and chaos that we're seeing in the parks. I visited five times at DW since the origins of FP, and I can't think of a single time where people were freaking out because the old system helped experienced vacationers. What does that even mean?

Most people don't spend hours on a forum like this researching their vacation. Everyone else I know that has gone to WDW just booked the trip with a travel agent who IMO knew not much about WDW. They just show up and its crazy crowded and the lines for the main attractions are crazy long. The leave saying happy we tried it once but to crowded and the lines are too long for the good stuff we won't be going back. Most of those people also would not be getting out of bed at 6am to do rope drop or running around from one end of the park to the other to get a FP.

They want to sleep in on their vacation, they want convience, they want structured plans, and they want to ride all the headliners without waiting in a long line or running around to get FP. They want to be able to show up at DHS at 3pm and ride TSM. WDW is going to get the most money/profit from the upper middle class people and this is what they want. I realise this doesn't sit well with some people, but it's reality. We had our 5th Dec. Orlando vacation in 6 years this past Dec. FP+, MB's and MDE doubled the enjoyment and relaxation for us over the previous trip.

My opinion or how I enjoy my vacation is no more valid than yours, however I firmly believe this is where the money is for WDW and they have made a decision to go after it. The couple hundred complainers on DIS are in the minority and these threads are getting tiresome for everyone here.

 

[JimmyV]

.

Disney, I'm sure, is expecting some people to be unhappy. With an email like this, though, there's not a lot they can do.

For the record, I agree with you. I did not find the response to be inadequate or inappropriate as long as it was sincere. Disney has responded by saying that it is taking customer comments seriously and that it is testing and adjusting the new offering. As long as they do take the criticisms seriously and do not simply toss them in the circular file, no one can really ask for anything more. I guess the last line of the reply did cause some concern over its sincerity as it seemed too canned. Perhaps it would have been better to acknowledge the ultimate point made by the OP and say something like: "hopefully when the new system is fully operational, you will again find the value in a Disney vacation such that we can entertain you and your family once again!"

 

[UpstateMick]

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.

Bravo! I have been saying this for years!

 

[sonofanarchy]

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.

And that's the reason why so many people are upset with Disney right now. That's the attitude they have. That used to be unacceptable.

 

[AmyB2006]

It's pretty obvious to anyone who is paying attention that WDW is getting more complaints now than before. Whether that matters or not is certainly Disney's choice to make, but they aren't going unnoticed. I still expect major changes will come for FP+.

But they might also be getting more positive reports than before too. We don't know. For every complaint, there might be 5 families that love Disney with FP+. We simply don't know. That's why trying to make any guesses about numbers is irrelevant.

I too, expect major changes for FP+, hopefully for the better.

 

[faneuil]

When you state the conclusion that "I'll never shop/visit/spend money here again," you have already closed the dialogue. There is nothing they can do at that point, so letters like this are ineffective. One should propose possible solutions/redress and leave it to the company to pick up the ball..

I somewhat disagree. Several years ago, I had a terrible experience on Norwegian Cruise Line. When we got home, we wrote a detailed letter. At the end, we did say that we didn't see ourselves cruising with Norwegian ever again, and wouldn't in good conscience, recommend them to others.

We got a reply for Norwegian, which basically did say, we're sorry we let you down, and understand your decision.

About a year later, we got another letter for Norwegian, this time with a $1,000 ship board credit, and huge discounts on cabins. It was asking us to give them one more try. We didn't, but the gesture was there.

Now, while Disney is a completely different animal from Norwegian, it does happen.

Disney also realizes that even though people complain and threaten never to return again, many never make good on those threats.

This. I also believe Disney knows many of the complainers are some of the people most passionate about Disney.