Personally, I feel like people are being unfair to Disney. They seem to forget there is a pandemic at play. Or at least they are unwilling to accept excuses for Disney given the nature of the pandemic, where I feel they are willing to give excuses to other companies. Arguably Disney here is a victim of it's own brand successes. They have spent so long delivering a customer experience that is above and beyond and it's expected even where it may be impractical or impossible. I am not suggesting that is the situation for all of the things people are upset about - but I think the point is valid. They expect more from Disney.
One thing is true - there is a vocal community of people who are upset. But at the same time, I think Disney has been struggling for some time with over-crowded parks.... So as mean as it sounds, I am not sure they are going to do much about it until the parks get TOO empty - and I do not think they are anywhere near there yet. I.E. some backlash is not only expected, but maybe even welcome to a degree (as odd as that sounds). But it's a VERY thin tightrope to cross.
I think you are making some good points.
I _DO_ "expect more from Disney." And that's why I and my family have spent thousands and thousands and thousands of dollars there every year. I like what they provide, and it's been worth what I have paid. Up to now (we'll see going forward).
It seems to me they--like so many companies--are using the pandemic as an excuse to make changes they have wanted to make, but didn't before because they knew the blowback would be intense. Now it seems they are saying "Because pandemic."
Many Disney fans were hit hard financially by the pandemic, and Disney was too. But while those fans will struggle for some time to recover, Disney seems intent on recovering all at once by reducing services while simultaneously increasing prices. And this trend pre-dates the pandemic.
Complimentary resort parking: Gone
Disney's Magical Express: Gone
Complimentary FP+: Gone
Complimentary PhotoPass for AP holders: Gone
Ticket prices: Up
AP prices: Up
Room prices: Up
Food & Beverage prices: Up
Extra-Magic Hours: Restricted for all but deluxe resorts
Housekeeping: Reduced
I get it, the Walt Disney Company ultimately exists to make stockholders money. But I think it is being short-sighted. With $200 billion in assets, it could have incrementally done these things and built on the goodwill it enjoys. But Chapek and other executives are compensated based on quarterly/annual numbers, not how much lifetime loyalty they engender in guests, so...
(And it is downright insulting to have Chapek say
Genie+ and the park reservation system were implemented to enhance the guest experience. Hogwash. They exist to drive profits higher.)
I am not predicting the imminent demise of Disney parks. But I think it's more likely because of the totality of these changes. And that would be tragic