Why SO Many Complaints?

[Ava]

And has anyone thought that perhaps these "cuts" are only temporary? I have a feeling when the economy improves, Disney will be able to bring back some of the things they could not afford to keep during these hard times. It may be several years and Disney may make several more cuts before then, but I have to believe that they know people are disappointed and they want to bring these things back as soon as they can.

I haven't read this whole thread, but this is a very good point. As the economy improves, more people will begin traveling again. As more people begin traveling [to Disney], Disney will be able to afford to resume things that they had to cut in hard times.

I think most of us can see a parallel to this in our personal ecomonies - we've cut some of our luxuries (eating out, big vacations, cable TV, whatever) to make ends meet or just feel more financially secure in these hard times. Disney is doing the same thing, as are most other companies. I know mine is!

 

[darlak]

There's a big difference in saying "I'm disappointed that they have cut the Fantasmic! schedule down to one show a week" and implying that despite the economy, Disney should not sacrifice one iota of "magic" they have provided over the years and expect nothing to change at Disney at all. And let's face it, a lot of the people expressing their dissatisfaction here are coming across as feeling entitled to all these things Disney has cut back on. Maybe they don't mean to, but that is how I am reading it.

I'm sure it states somewhere in the fine print of everyone's reservation that Disney reserves the right to alter or cancel attractions at any time, with or without notice and that guests understand and agree those terms when they book their vacations.

And has anyone thought that perhaps these "cuts" are only temporary? I have a feeling when the economy improves, Disney will be able to bring back some of the things they could not afford to keep during these hard times. It may be several years and Disney may make several more cuts before then, but I have to believe that they know people are disappointed and they want to bring these things back as soon as they can.

You made a good point in response to my post. However, let me pose a question to you; let’s imagine that your cable provider raised it’s rates this year in order to cover their increasing operating costs in today’s tough economic times, (as mine did by the way). You would probably understand that they also have had operating costs increases such as fuel, utilities, etc. If you felt the rate increase was too much, you could always live without cable, as it is basically a luxury item anyway. Most likely though, you would continue to keep your cable and pay the now increased rate….but, then suppose that your cable provider decides to provide only half as many stations as previously, in order to further reduce their operating costs. Your first reaction would likely be, “Now wait a minute, you already increased my monthly rate to cover your increased operating costs!”

WDW is a business, much like your local cable provider, that provides a non-essential service. Why would we make more allowances for them, as a service provider, than we would other providers on non-essential services?

For me though, the greater concern is that if we, as consumers, lower our expectations of service from what has become the one factor often setting Disney apart…that is a slippery slope we may never be able to reclaim.

As previously stated, I have not experienced any decrease in the level of service on any of my 3 trips in the past year. If I do on my next trip, in September, rest assured that I will voice my dissatisfaction to the appropriate parties. I like to believe that I am a discerning consumer. I appreciate quality. I’m willing to pay for that quality and if, having done so, I find it to be less than the quality I have come to expect from a product or service, I will take the necessary measures to attempt to remedy the situation.

My biggest curiosity here remains why so many are so willing to excuse WDW for any infraction incurred by anyone. In fact, not only excuse them, but in an almost lemming like fashion, defend them.

 

[tink22]

My biggest curiosity here remains why so many are so willing to excuse WDW for any infraction incurred by anyone. In fact, not only excuse them, but in an almost lemming like fashion, defend them.

Some people do defend Disney and have made some very good points in doing so. And others who feel they have been getting less for more have also made good arguments. But then there are those who are not really defending Disney but rather saying, I love Disney for what it is and I am not counting how many photopass people there are out or concierge CM's or how many parades are shown each day. They just choose to go because they love it and those things don't make a dent in their vacation while others here have said their vacations have 'suffered' due to lack of these things.

I see it as this. Disney does not even HAVE to have a nighttime show in THREE different parks. But they do. They don't HAVE to have a parade in three different parks. But they do. They have TWO parades in the MK. They don't have to offer photopass AT ALL. When I was younger they did not have it. We took our own photos and that was that. Those who have only visited once don't even think about what they don't offer because they never knew how it was before. I am sure they don't feel ripped off.
If Disney never had these things to begin with, no one would know what they were missing. But when you go to WDW you get what you pay for, whatever that is. And despite the bad economy, I still think Guests are getting A LOT for their money. You could spend a week at Disney and still not see and do everything. Sounds like they are still offering entertainment to the masses for their hard earned dollars.

 

[chris4disney]

I haven't read every post in this thread, so perhaps this has been mentioned before... but...

For those who feel that if prices were raised then nothing should be cut... did you ever think that maybe Disney had to choose between raising the prices even higher in order to keep all the current attractions/amenties and still make a profit in this current economy

OR

raise prices slightly and make a some temporary cutbacks to stay out of the red. We're all feeling the crunch financially, but I would much rather have a few less parades or shows than have Disney increase their prices so much so that we couldn't afford to go!

Yes, Disney has made some cut back and yes, Disney has raised their prices. Do I like it? No. Do I understand that the current economy maybe warrants these changes... yes. But you know what... it's still Disney and it's an unbelievable place to be able to visit. I'm just happy that my family is able to go as often as we do. There aren't too many other places I'd rather be!

 

[KigerKat]

You made a good point in response to my post. However, let me pose a question to you; let’s imagine that your cable provider raised it’s rates this year in order to cover their increasing operating costs in today’s tough economic times, (as mine did by the way). You would probably understand that they also have had operating costs increases such as fuel, utilities, etc. If you felt the rate increase was too much, you could always live without cable, as it is basically a luxury item anyway. Most likely though, you would continue to keep your cable and pay the now increased rate….but, then suppose that your cable provider decides to provide only half as many stations as previously, in order to further reduce their operating costs. Your first reaction would likely be, “Now wait a minute, you already increased my monthly rate to cover your increased operating costs!”

I really don't think you can compare a Disney Vacation to a cable provider. Sure they are both optional services. But in my opinion, the changes that Disney has made are very minor changes that people are complaining have affected the "magic" of their experience. It would be like Dish (my satellite company) cutting a channel like "Daystar" (I don't even know what that channel is) or maybe taking away one of the numerous ESPN channels we have - little, small things that affect only the fewest amount of people.

Now if the cable company removed a channel like ABC or the Disney Channel, I can see more people being upset - more like Disney deciding to close Epcot.

Someone earlier in this thread asked for a list of the things people are complaining about, and I posted a few things that I have either read about on here or read about in various Disney newsletters - and they are all minor things. I have yet to see anyone add to that list with an item that I that is truly cause for concern. The only exception I can think of is the closure of Pleasure Island, but again even that attraction was not available to all Disney guests (adults only). Even as this attraction was being closed, I didn't see as many complaints as I have recently about all the little things that people are saying affect the "magic" of their trip. If the magic is really gone for them, they why are they still booking vacations?

 

[MissionMouse]

so you started a thread to complain about the complaints threads? efficient?

OP complaints are an important part of the business process. As you point out...Disney will be making cuts. Do not assume Disney is always be on target with their decisions, especially if a large number of customers voice their complaints-displeasure. This isn't a business dictatorship but a business that is entirely dependent on satisfying their customers and Disney frequents these type of sites to gather information and secretly survey opionions. There is nothing wrong with users voicing their complaints, you might just choose not to read the post if it bothers you so much...

 

[bubba_mouse]

Your vacation is what YOU make it. Don't rely on someone else to give you a magical day. When you get up in the morning be happy that you woke up to begin with and then realize that you are on vacation and that you are going to have fun no matter what.

You don't know if 5 people called in sick at a certain store or restaurant and they are way short staffed for all the people that are there that day. You don't know all the circumstances in the life of the cast member that you are dealing with. They could have suffered a tragedy or some other event and they just aren't at their best at that moment. Yes they should separate that from work but you all know that is very hard to do especially when you are dealing with thousands of people all day long that are making realistic and unrealistic demands of you. Maybe sometimes you need to sprinkle a little pixie dust on the cast member instead of the other way around.

I used to be a very high strung person but I have come to realize that I am the one that rules my emotions and I won't let other people's attitudes have an effect on me not always the easiest thing to do and I am not always successful but I am still far more relaxed). When I am at Disney I don't care how long the bus line is I just take a deep breath and realize that I am not at work and I am having fun.

Yes Disney may have cut something that you and your family Love, but I am sure they didn't do it just to make your trip less enjoyable. I am sure that Disney studies every little thing they do to make sure that every action it makes is the best for the company, and have the least amount of impact on the guests. You have to realize that they are in the business of making money by making people happy. Yes not all of their decisions make everyone happy, BUT I am sure that they make their decisions on what will be best for the company yet not make people to unhappy.

 

[styron]

My biggest curiosity here remains why so many are so willing to excuse WDW for any infraction incurred by anyone. In fact, not only excuse them, but in an almost lemming like fashion, defend them.

I don't think this is the case, so much as that many find the complaining to be so unreasonable as to be distasteful. It reeks of entitlement and reminds me of children in the toy aisle who don't understand why their parents won't buy them MORE stuff for Christmas. It's not a matter of any complaining at all. It's a matter of degree and volume, directed at small changes that are reasonable, well thought out, and on the very edges. It just seems ridiculous to hear people say that cutting back from 60 extravaganzas to 55 is abandoning customer service, and when someone threatens to stop going to Disney World because they're not getting enough STUFF, then one natural reaction would be to say, OK, then go.

 

[GadgetRick]

Haven't read through all of the pages, however, I don't agree with the AP. Disney is cutting back and charging more for less. They started doing this way before the economy tanked. They have started to nickel and dime us for no reason other than making more money. As much as I love Disney, I don't like what they do and, if everyone doesn't complain, they won't know we're upset and it'll never get changed (may never anyway but it's worth trying).

Also, Disney is still making a profit but their profit is less than they want at the moment. It's not like they're facing BK or anything.

I love this forum because we all love Disney, however, sometimes we are allowed to complain about things they've done/are doing which are not helping us any.

 

[styron]

charging more for less.

There's a lot of stuff in the middle of the thread about what Disney is charging. Disney is charging much less now than it ever has before. 4/3 is the biggest sale they've ever run (40% off). Birthdays, military, free dining too. They have been running sales constantly and customers have not paid full normal prices in about a year. So no, Disney is not charging more for less.

 

[darlak]

I really don't think you can compare a Disney Vacation to a cable provider. Sure they are both optional services. But in my opinion, the changes that Disney has made are very minor changes that people are complaining have affected the "magic" of their experience. It would be like Dish (my satellite company) cutting a channel like "Daystar" (I don't even know what that channel is) or maybe taking away one of the numerous ESPN channels we have - little, small things that affect only the fewest amount of people.

Now if the cable company removed a channel like ABC or the Disney Channel, I can see more people being upset - more like Disney deciding to close Epcot.

WDW and your local cable/satellite provider both provide a non-essential, optional service. I think the two are apples and apples. Your comparison of the cutbacks doesn’t lessen the parallels between the two service providers.

I too think the cutbacks are small. To use your example, comparable to the cable provider cutting Daystar (which I’ve never even heard of). The cutbacks mentioned earlier in this thread aren’t things I would miss or probably even notice. As for WDW cutting attractions, they are well within their rights to do so. While it wouldn’t bother me in the least if they did away with the parades altogether, I still miss Who Wants to Be a Millionaire and to this day, still miss Mr. Toad’s Wild Ride, but that was their right and attraction changes are inevitable.

However….I still maintain that those who do feel the loss of the cutbacks made, have every right to complain and that this board is an excellent forum to vent about it. Using your example again, let’s say that they are the ones who watched Daystar every day.

 

[GadgetRick]

There's a lot of stuff in the middle of the thread about what Disney is charging. Disney is charging much less now than it ever has before. 4/3 is the biggest sale they've ever run (40% off). Birthdays, military, free dining too. They have been running sales constantly and customers have not paid full normal prices in about a year. So no, Disney is not charging more for less.

You can hardly use specials and sales to argue they are charging less. These are for certain times and have other restrictions. Look at their, "normal," pricing and yes, they are charging more for less. These sales can end at any time, meaning, the prices will go right back. EVERY company (for the most part) is offering sales right now.

However, over the years let's look at what Disney has done:

-Park tickets go up almost every year
-They took away the non-expiring tickets--unless you PAY more for them
-Created the whole Park Hopper thing making us pay MORE to park hop when it used to be included with the cost of the ticket
-Created DDP which, IMO, is one of the worst thing they've done to us since it's next to impossible to get into a place to eat unless you plan MONTHS in advance. This means, if you're like me, and don't use the DDP--because it's not terribly useful with EVERYONE doing it--you pay more for food.
-Since they created the DDP, the food quality has declined. I know it's subjective but most of the people I know who've gone for years agree with me.
-They used to deliver packages to your room, then to the resort and they'd call you, now they won't even call you when your package arrives many times.
-They certainly don't give out as many Mickey stickers to the kids as they used to and many other little things.
-Go during a holiday season with a parade (like MVMCP). They schedule these for nights like FRIDAY nights and throw you out of the park at 7:00 unless you spend the $40ish to stay in the park for the MVMCP. I like the MVMCP but they shouldn't take up prime nights with it. Just another way of collecting MORE money from us.

I could go on and, for sure, many of these things are nit-picking. However, if you're someone who's been going over the years and had grown accustomed to these little perks, it does kind of get under your skin.

Now, this doesn't mean I won't continue to go each year (at least once). My point is--as is many others--too many people give Disney a pass because they're Disney. They're certainly entitled to charge whatever they want for things, take away services at will, etc. However, it is also our right to let them know when we don't like what they've done and/or decide to exercise our right to spend our money elsewhere. We could argue about what we believe (or don't) where we've lost value but that's not the point of the OP.

I have absolutely no problem with people complaining about Disney. I have plenty of complaints but I still love it down there.

 

[tinksgilrs251520]

Lets see maybe we can see things in a differant way ... Now some of the posts and trip reports are saying to really watch the park hours and shows becuase disney is ADDING more hours and more shows!!!!!!!!!!!!! WOW maybe they are looking at a, "Day by Day"operation or even "Week by Week operation right now.. Seeing where the levels of crowds are at.... I am sure that Disney's parades and shows can be put together in a blink of an eye... Good for Disney .......

 

[KigerKat]

WDW and your local cable/satellite provider both provide a non-essential, optional service. I think the two are apples and apples. Your comparison of the cutbacks doesn’t lessen the parallels between the two service providers.

I too think the cutbacks are small. To use your example, comparable to the cable provider cutting Daystar (which I’ve never even heard of). The cutbacks mentioned earlier in this thread aren’t things I would miss or probably even notice. As for WDW cutting attractions, they are well within their rights to do so. While it wouldn’t bother me in the least if they did away with the parades altogether, I still miss Who Wants to Be a Millionaire and to this day, still miss Mr. Toad’s Wild Ride, but that was their right and attraction changes are inevitable.

However….I still maintain that those who do feel the loss of the cutbacks made, have every right to complain and that this board is an excellent forum to vent about it. Using your example again, let’s say that they are the ones who watched Daystar every day.

Well, I would really like an example of a company that has been around as long as Disney that over the years has been able to offer more to their customers for less money. It doesn't exist. I believe that the people here, like myself, are trying to tell people that Disney is not the exception to the rule yet it's what they expect.

Sure, everyone is welcome to complain to their heart's content, but I think this would be much more useful thread if it was about all the positive aspects of Disney and not focus so much on the negative.

Just like the OP, I noticed a sudden increase of negative complaints about the recent cuts that Disney has made, and in all of those threads no one has brought up some of the new things like the American Idol Experience or the new Characters in Flight balloon ride at DTD. They can't keep everything exactly the same and still add new attractions. Look how popular Toy Story Mania is - they had to cut Who Wants to be a Millionaire to build the new attraction. And I'll bet there are more people loving TSM than there are those that are complaining about WWTBAM.

 

[KigerKat]

Lets see maybe we can see things in a differant way ... Now some of the posts and trip reports are saying to really watch the park hours and shows becuase disney is ADDING more hours and more shows!!!!!!!!!!!!! WOW maybe they are looking at a, "Day by Day"operation or even "Week by Week operation right now.. Seeing where the levels of crowds are at.... I am sure that Disney's parades and shows can be put together in a blink of an eye... Good for Disney .......

So very true! This could be more why they changed the ADR time to 90 days before, rather than 180.

 

[twokids0204]

Well, I would really like an example of a company that has been around as long as Disney that over the years has been able to offer more to their customers for less money. It doesn't exist. I believe that the people here, like myself, are trying to tell people that Disney is not the exception to the rule yet it's what they expect.

Sure, everyone is welcome to complain to their heart's content, but I think this would be much more useful thread if it was about all the positive aspects of Disney and not focus so much on the negative.

Just like the OP, I noticed a sudden increase of negative complaints about the recent cuts that Disney has made, and in all of those threads no one has brought up some of the new things like the American Idol Experience or the new Characters in Flight balloon ride at DTD. They can't keep everything exactly the same and still add new attractions. Look how popular Toy Story Mania is - they had to cut Who Wants to be a Millionaire to build the new attraction. And I'll bet there are more people loving TSM than there are those that are complaining about WWTBAM.

I think the problem here is, those of us who are expressing concern (or stating some facts) regarding the increase of prices, or cutback on some of the previously offered services, are looked at as complaining.

We are using this forum as an open dialogue to express our observations, and discuss how we react to the changes.

Again as stated many times previously, WDW is NOT a charity, it is NOT an essential service, and we ARE customers. We ARE paying top dollar (even though promos are being run) to vacation there. We don't want to continue to pay rising prices to be told "this is no longer available".

I don't believe WDW is trying to rip off the consumer, the problem is they know that they have guests who will continue to pay higher prices with less availabilty and hand over the $$$ with a smile and say thank you.

 

[MissionMouse]

...Disney is charging much less now than it ever has before. 4/3 is the biggest sale they've ever run (40% off)...

This is not the first time Disney has provide 7 nights for the price of 4 and Disney approached 2009 with great reservation hoping they could cut back in discounts from their previous years. I found it interesting they came back to this offering as I referenced it when they announce the birthday offering...three months later they were offering it in addition to the visit Disney on your birthday promotion. In this economy it is all about value and respectable discounts, just to get the customers who are still in a buying mode...

 

[luvthemouse71]

I don't think this is the case, so much as that many find the complaining to be so unreasonable as to be distasteful. It reeks of entitlement and reminds me of children in the toy aisle who don't understand why their parents won't buy them MORE stuff for Christmas. It's not a matter of any complaining at all. It's a matter of degree and volume, directed at small changes that are reasonable, well thought out, and on the very edges. It just seems ridiculous to hear people say that cutting back from 60 extravaganzas to 55 is abandoning customer service, and when someone threatens to stop going to Disney World because they're not getting enough STUFF, then one natural reaction would be to say, OK, then go.

ITA...I think Disney kind of made their own problems, to an extent. In today's "entitlement" culture, you can't offer something extra(for example..towel animals) without people starting to whine that they know someone who got it, why didn't they? People aren't appreciative of these extras anymore, it's expected. Personally, I think they should do away with some of these things, because any magic that was presenet in them diminishes when people start demanding them. I'm one of those who went as a kid, and a lot of these things weren't offered then. There was no ME, you got your own self to the resort/hotel.

WDW still offers plenty of magic compared to other vacation places, IMO. Magic is subjective and it's a two way street, you have to be willing to have a positive attitude, not be tallying in your head how many perks you got this trip.

 

[Mr Ears]

In today's "entitlement" culture, you can't offer something extra(for example..towel animals) without people starting to whine that they know someone who got it, why didn't they? People aren't appreciative of these extras anymore, it's expected.

I agree completely. This person is a perfect example.

I could go on and, for sure, many of these things are nit-picking. However, if you're someone who's been going over the years and had grown accustomed to these little perks, it does kind of get under your skin.

When you arrive expecting all the above and beyond things that cast members do, sometimes on a whim or because of thier imagination and an opportunity, then you have created your own dissatisfaction. You also lose some of the magic when you include those things and plan for them. I have read people actually have planned on something amgical happening, then been so disappointed that they complained when it didn't happen.

 

[tinksgilrs251520]

towel animals are something that mouskeeping does and is offered to mousekeepers that want to do it but they are not a staple of disney Some housekeepers do it and some dont ....