Maybe it's just me...

[slpeters]

Because they are taking away from the guest experience! At least for the majority of the guests.... those that are on budgets!
And most of the other companies are trying to do the opposite... increase the guest experience at the same time as increasing prices.

I've worked fairly high up in both banking and more conventional retail and I can say pretty unequivocally that that last bit just isn't true. The principal goal in American customer service for at least the last five years has been to systematically reduce the client experience in an attempt to find the absolute worst experience you can provide without it affecting the top line. Client experience is expensive. So if you can reduce it without affecting the top line you grow your bottom line. I've never worked for an airline but if you honestly don't feel like your airline is doing that I want to fly them!

To be honest one of the things that really struck me about Disney was that it didn't seem like they were doing that, but rather were content to simply provide a genuinely premium product at a premium price.

 

[Davey Jones II]

To be honest one of the things that really struck me about Disney was that it didn't seem like they were doing that, but rather were content to simply provide a genuinely premium product at a premium price.

By all appearances, they were, until the parks became so popular that they got dollar signs in their eyes, and started to overwork the goose that laid the golden egg. In large part, that's what this thread is about: some of Disney's most loyal customers are telling the company that this "milk the cash cow to the hilt" attitude is unsustainable in the long run -- and contemptuous of its guests.

 

[revdon64]

We travel frequently during Party season. Sometimes we attend a party - other times we don’t. I don’t really understand how anyone considers the party to be a ‘negative’? First - crowd levels on party days during the day are fantastically low - by far my favorite time to visit MK! Second - there are nighttime shows in all other parks right now!! So it’s not like MK is the only game in town! Third - on years when I do attend a party - I really like multiple choices of when to attend - it helps with my planning and keeps crowds more spread out!

Parties are a negative if they're oversold, which seems to be the case more and more often. They're a negative when the "perks" of the party are worthless (stale cookies and cold, instant "hot" chocolate). They're a negative when they artificially force bigger crowds into the other three parks on party night. And sorry, but it wasn't my experience with crowd levels at the park on party days in early December of 2015 that they were "fantastically low." Crowds felt more like mid-July to me, and didn't get any better after the party started.

The thing that I notice about most of these "Disney is alienating its long-time guests by increasing fees/prices" threads is that they start with a post indicating one's unhappiness with Disney along with a plan to still return in the future. I am not questioning the sentiment, or saying it is not a valid feeling to have. But Disney knows that there is such an emotional attachment to its product that it will take a lot for long-time guests to stop coming. And as for new guests, well they never knew Disney any other way. So unless these new fees/price increases/upcharges actually cause significant amount of repeat guest from coming, Disney has no reason not to do what publicly traded companies are supposed to do - maximize profits.

We've been regulars since 2006 averaging every 18months or so, and spending something in the vicinity of 8-10K per trip between on-site hotel, DDP, park tickets, souvenirs, etc. We are the kind of Disney vacation loyalist that one would think that Disney would not want to lose. But honestly, the only reason we're even considering a return trip at this point is because room and park tickets were given to us as compensation for the bad experiences we had on our last trip. If things continue to circle the drain as they have been recently with quality and service, even a free trip will cost too much after adding in airfare, food, etc. I'm pretty sure we're past the tipping point and the thing that made me realize it is that I had no interest in helping people out here on the Disboards.

I've never experienced reduced capacity or anything that appears to be staff cuts. Not saying it doesn't happen, but I've never seen it.

Then you haven't been watching the Dis podcast, particularly when they had on the guy from Touring Plans a couple weeks back. He proved they were reducing ride capacity by putting people at ride exits and counting how many people were coming off the ride per hour.

WDW could announce that next month everything is half price and park hours will be extended to midnight and some people would still find a reason to complain.

I'll take that bet, because the only thing disappointing about that is that I probably couldn't be there before they changed it back.

FWIW, I’ve never complained about anything Disney did till recently. I was one of those walking advertisements for WDW. 2 weeks there almost yearly, kids rooms decorated Disney, Disney scrubs (I’m a Nurse Practitioner), humming the theme to Wishes, talking people into Disney vacays, and even defending Disney. Now I’m a realist and I see the greed coupled with a reduced experience and it makes me sad and angry. I’m not just someone who loves to complain. If you say anything against Disney on here you’re “never happy”. I was happy with Disney for 30 years.

BINGO! This is exactly how my wife and I feel recently. We've been Disney everything almost since we were married. Now we feel used.

 

[Magpie]

By all appearances, they were, until the parks became so popular that they got dollar signs in their eyes, and started to overwork the goose that laid the golden egg. In large part, that's what this thread is about: some of Disney's most loyal customers are telling the company that this "milk the cash cow to the hilt" attitude is unsustainable in the long run -- and contemptuous of its guests.

While Disney has become more expensive, I found the customer service last trip (9 days, end of January) to be right up there with all of my previous visits.

The rides were mostly working - the only one we noticed down was Space Mountain, and the only reason we noticed it was because were were riding the Peoplemover through while it was all lit up. SO neat to see the inner workings and tracks!

I'm sure others went down periodically, but we didn't encounter them.

The restrooms were clean.

The staff were unfailingly pleasant and helpful.

And we noticed several useful changes since we were last there (2 years prior). Such as the lovely girl with an iPad helping direct busses at the Pop Century. The board that told us when the next bus would be coming. The construction work on the upcoming "sky way".

The amazingly nice refurbished room with its foldaway murphy bed and an actual coffeemaker!! Ha, I remember in previous years we'd sometimes pack a travel sized kettle.

The magic bands had been redesigned, and seemed more comfortable.

Photos are now included in the annual pass!! Woot! First time ever experiencing the photo package. I loved how all our ride photos were automatically included.

Our first time experiencing the Arts Festival. So much to do and see!

So, from our perspective, there's been lots of customer service enhancements. We felt very well cared for.

I know they've cut back in other areas, some of which are extremely upsetting to people, but evidently those weren't areas of customer service we ever cared about. Or noticed.

We definitely didn't feel like we were being "milked".

 

[SaintsManiac]

Parties are a negative if they're oversold, which seems to be the case more and more often. They're a negative when the "perks" of the party are worthless (stale cookies and cold, instant "hot" chocolate). They're a negative when they artificially force bigger crowds into the other three parks on party night. And sorry, but it wasn't my experience with crowd levels at the park on party days in early December of 2015 that they were "fantastically low." Crowds felt more like mid-July to me, and didn't get any better after the party started.

We've been regulars since 2006 averaging every 18months or so, and spending something in the vicinity of 8-10K per trip between on-site hotel, DDP, park tickets, souvenirs, etc. We are the kind of Disney vacation loyalist that one would think that Disney would not want to lose. But honestly, the only reason we're even considering a return trip at this point is because room and park tickets were given to us as compensation for the bad experiences we had on our last trip. If things continue to circle the drain as they have been recently with quality and service, even a free trip will cost too much after adding in airfare, food, etc. I'm pretty sure we're past the tipping point and the thing that made me realize it is that I had no interest in helping people out here on the Disboards.

Then you haven't been watching the Dis podcast, particularly when they had on the guy from Touring Plans a couple weeks back. He proved they were reducing ride capacity by putting people at ride exits and counting how many people were coming off the ride per hour.


I'll take that bet, because the only thing disappointing about that is that I probably couldn't be there before they changed it back.

BINGO! This is exactly how my wife and I feel recently. We've been Disney everything almost since we were married. Now we feel used.

No I don't have time to watch the podcast. I also went during holiday weeks the last 2 trips. There wasn't any reduced capacity then. LIKE I SAID: I am not saying it doesn't happen.

 

[cel_disney]

Because they are taking away from the guest experience! At least for the majority of the guests.... those that are on budgets!
And most of the other companies are trying to do the opposite... increase the guest experience at the same time as increasing prices.

I guess I am confused - adding things like parties means that they are 1) adding to guest offerings 2) increasing costs for a day in the park.

So - they are doing exactly what you say other companies are doing - increasing the guest experience (premium offerings being provided) at the same time increasing pricing (premium offerings require paid access).

Also - things like fair wages and health care for all means that disney has to raise additional funding each year to maintain their profits.

 

[luvsJack]

I've worked fairly high up in both banking and more conventional retail and I can say pretty unequivocally that that last bit just isn't true. The principal goal in American customer service for at least the last five years has been to systematically reduce the client experience in an attempt to find the absolute worst experience you can provide without it affecting the top line. Client experience is expensive. So if you can reduce it without affecting the top line you grow your bottom line. I've never worked for an airline but if you honestly don't feel like your airline is doing that I want to fly them!

To be honest one of the things that really struck me about Disney was that it didn't seem like they were doing that, but rather were content to simply provide a genuinely premium product at a premium price.

The difference or what should be different is that Disney is in the Hospitality/Service industry. Quite different from banking and retail. Their objective should be to provide the best customer service and the best hospitality while still making a profit.

You can't compare them to a bank or a grocery store, its not the same kind of business.

 

[Magpie]

The difference or what should be different is that Disney is in the Hospitality/Service industry. Quite different from banking and retail. Their objective should be to provide the best customer service and the best hospitality while still making a profit.

You can't compare them to a bank or a grocery store, its not the same kind of business.

Universal offers close to the same thing, albeit in a much smaller way. I find that their customer service is comparable to Disney in the parks. The resorts, on the other hand, are independently run and I've never found them quite as friendly-feeling. That's purely subjective, of course, but after a few stays onsite at Universal, we ended up switching to a Best Western just off site. It's smaller, cozier and the lady at the front desk greets us whenever we walk in. Plus, it's walking distance to the parks!

Both Disney and Universal are miles above any other theme park I've ever visited in terms of hospitality/service. But I'm not that well traveled.

What other theme park resort have you been to that outdoes Disney in Hospitality/Service?

 

[Turksmom]

I've been on these boards for over a decade now. It hasn't changed. Disney is never as good as it used to be in the good ol' days. It's always horrible and greedy and an awful place to visit.

I used to be surprised that people would hang out on these boards just to complain bitterly about how much they aren't looking forward to their vacations. But then I realized that it's true of every fandom - the most avid fans are always the harshest critics. I was on a Doctor Who board for awhile, and based on posts there, the modern TV series was the biggest pile of steaming ick to hit TV screens since the TV was invented. I had to stop hanging out there, because it was actually souring me on my favourite show. And I wanted to just go back to having a good time!

Anyone remember when Disney phased out the Mickey-themed paper napkins and replaced them with plain brown recycled napkins? You'd have thought the world was ending!

My aunt found some of those Mickey napkins that my Grandma had stashed from her trips (I didn't learn that my grandparents were huge Disney addicts until after they had passed) and gave them to me.

 

[mousehockey37]

The difference or what should be different is that Disney is in the Hospitality/Service industry. Quite different from banking and retail. Their objective should be to provide the best customer service and the best hospitality while still making a profit.

You can't compare them to a bank or a grocery store, its not the same kind of business.

Happy customers buy more things. That's just a given.

I don’t measure by the wows, though. I measure by the numbers. I expect as many rides and as many character encounters as the previous visit.

Why would you ever expect that? Nothing is ever a guarantee. We've had awesome experiences, but we'd NEVER expect them to happen again. Yes, we hope the rides are all up and working when we go. Yes, we hope we get to meet characters and have awesome interactions, but we also NEVER go expecting ANYTHING. Why? Because if that expectation isn't met, then you're left upset and trying to figure out what went wrong or who to blame, when it was you all along. You can go into the "Disney sells this product so it should be there" argument, but guess what... I've yet to be able to run across a grassy area to Mickey with open arms in an empty park. That's on the commercials, but it's not available in real life.

 

[luvsJack]

Universal offers close to the same thing, albeit in a much smaller way. I find that their customer service is comparable to Disney in the parks. The resorts, on the other hand, are independently run and I've never found them quite as friendly-feeling. That's purely subjective, of course, but after a few stays onsite at Universal, we ended up switching to a Best Western just off site. It's smaller, cozier and the lady at the front desk greets us whenever we walk in. Plus, it's walking distance to the parks!

Both Disney and Universal are miles above any other theme park I've ever visited in terms of hospitality/service. But I'm not that well traveled.

What other theme park resort have you been to that outdoes Disney in Hospitality/Service?

I have had quite the opposite experience with Universal. The staff at Cabana Bay, for instance, was head and shoulders above the staff at the Disney resorts we have stayed. It is their “value resort” and so much more for your money than say Pop Century. While I know Universal does not own the resorts, it’s very hard to tell. They can answer any question about the theme parks and were over the top helpful. And n the parks we didn’t find their customer service to be comparable to Disney but much better.

The food was better and yet cheaper for table service and while probably pretty close to the same for counter service, better food.

And not once do we feel nickel and dimed or that we should have paid for some other service or special event or whatever.

But my point to the pp was that you cannot say “Walmart squeezes every dime, why shouldn’t WDW”. It’s not the same thing. WDW and Universal are not grocery stores. They are not selling you a physical product that you can base your return on. They are selling you an experience and whether a person feels that they experience makes them feel happy enough to come back or was worth the money spent.

If someone doesn’t feel the experience is worthy of the high price tag or that they are just having to fork over more and more to get the experience WDW advertises, at some point they stop going.

 

[luvsJack]

Happy customers buy more things. That's just a given.



Why would you ever expect that? Nothing is ever a guarantee. We've had awesome experiences, but we'd NEVER expect them to happen again. Yes, we hope the rides are all up and working when we go. Yes, we hope we get to meet characters and have awesome interactions, but we also NEVER go expecting ANYTHING. Why? Because if that expectation isn't met, then you're left upset and trying to figure out what went wrong or who to blame, when it was you all along. You can go into the "Disney sells this product so it should be there" argument, but guess what... I've yet to be able to run across a grassy area to Mickey with open arms in an empty park. That's on the commercials, but it's not available in real life.

But why shouldn’t you expect something close to the same thing?

Why should we not expect the rides to be up and running? Isn’t that what our ticket is for? Are you going to tell me that people should be happy to fork over that much money to just walk around and do very little to nothing? I mean there have been reports of several attractions being down at one time in the MK on a given day. At what point does it become unacceptable?

Disney’s ads are unrealistic but is it really unreasonable to expect to meet some characters? What number would you find unacceptable on that? Or should we expect to pay for a ticket and then fork over more to insure meeting them?

I do think some go in and expect too much. I mean it’s going to be hot and crowded and there will be lines. But I don’t think lowering expectations of a realistic visit is the way to go either.

 

[SaintsManiac]

I have had quite the opposite experience with Universal. The staff at Cabana Bay, for instance, was head and shoulders above the staff at the Disney resorts we have stayed. It is their “value resort” and so much more for your money than say Pop Century. While I know Universal does not own the resorts, it’s very hard to tell. They can answer any question about the theme parks and were over the top helpful. And n the parks we didn’t find their customer service to be comparable to Disney but much better.

The food was better and yet cheaper for table service and while probably pretty close to the same for counter service, better food.

And not once do we feel nickel and dimed or that we should have paid for some other service or special event or whatever.

But my point to the pp was that you cannot say “Walmart squeezes every dime, why shouldn’t WDW”. It’s not the same thing. WDW and Universal are not grocery stores. They are not selling you a physical product that you can base your return on. They are selling you an experience and whether a person feels that they experience makes them feel happy enough to come back or was worth the money spent.

If someone doesn’t feel the experience is worthy of the high price tag or that they are just having to fork over more and more to get the experience WDW advertises, at some point they stop going.

I had the same experience at Cabana Bay. Such a warm welcome and everyone was much nicer there than at Beach Club a few days later. I mean everyone, from shops to restaurants to the front desk. We LOVED Cabana Bay. I missed it when we left.

 

[mousehockey37]

But why shouldn’t you expect something close to the same thing?

Why should we not expect the rides to be up and running? Isn’t that what our ticket is for? Are you going to tell me that people should be happy to fork over that much money to just walk around and do very little to nothing? I mean there have been reports of several attractions being down at one time in the MK on a given day. At what point does it become unacceptable?

Disney’s ads are unrealistic but is it really unreasonable to expect to meet some characters? What number would you find unacceptable on that? Or should we expect to pay for a ticket and then fork over more to insure meeting them?

I do think some go in and expect too much. I mean it’s going to be hot and crowded and there will be lines. But I don’t think lowering expectations of a realistic visit is the way to go either.

What I bolded is key. What exactly does the ticket enable you to do? Nowhere does is guarantee that you'll meet characters or ride rides. When you pay for a ticket to the enter the park, it's just that. Entry to the park.

Also, there are upsold meet and greets. Remember the Villain's Soiree? Any non-general admission event (MNSSHP, MVMCP, etc) that has character meet and greets, you're paying for characters, whether you find them or not.

So I think you did hit a key question that's been debated before...

What power does your ticket hold, besides letting your through the tapstyles? I believe that there is none. Rides going down is a part of life. They have moving parts and things give out. Character meet and greets? If they're a must-do, you find out where they are, when they're meeting and get in line like everyone else and wait your turn. Passing it up and maybe never getting back around to it, that's not a choice that Disney makes.

 

[Pacolovestacos]

But since a less than stellar trip this year and watching all the upcharges, add-ons, hard ticket events, and especially price increases and gouges, I'm feeling pretty disillusioned with Disney right about now. We're planning another trip probably in late 2020, but the shine is gone. Like I said in the thread title, maybe it's just me (and my DW) that're feeling this way. I guess the thing that bothers me most is that Disney doesn't seem to care about disenfranchising their long-time, loyal fans/guests. They just seem happy to take our money and offer us less and less value for it each time we come back. Won't be long before that money train runs out I suppose. Like I said, maybe it's just me...

Have to agree but I'm only speaking about WDW, not Disney as a whole. Disneyland is still my favorite park and really fits well with my touring style. Now I'm sure they will screw around with it at some point but until then it will be my go to.

I visited WDW so many times in my youth, during what I call the golden age. I'll always have some awesome memories of the parks and I will never hate it. But with the rising costs and negative changes, I can't continue to visit the Florida parks. Although I probably will in 2021 or 2022 once everything is complete.

 

[luvsJack]

What I bolded is key. What exactly does the ticket enable you to do? Nowhere does is guarantee that you'll meet characters or ride rides. When you pay for a ticket to the enter the park, it's just that. Entry to the park.

Also, there are upsold meet and greets. Remember the Villain's Soiree? Any non-general admission event (MNSSHP, MVMCP, etc) that has character meet and greets, you're paying for characters, whether you find them or not.

So I think you did hit a key question that's been debated before...

What power does your ticket hold, besides letting your through the tapstyles? I believe that there is none. Rides going down is a part of life. They have moving parts and things give out. Character meet and greets? If they're a must-do, you find out where they are, when they're meeting and get in line like everyone else and wait your turn. Passing it up and maybe never getting back around to it, that's not a choice that Disney makes.

Passing something up and not getting back to it is the choice of the guest. Not having it available is not. Now I am not saying the characters aren’t available, I assume they still are but I do think that a guest should be able to reasonably expect to meet some without paying extra, character meals, etc.

Yes rides break down. But there have been reports of all three mountains being down at once or half of fantasy land (when someone HAD paid extra for those rides). I am sorry but that is unacceptable.

As for the ticket and what it includes but you are wrong, IMO. There was a time when a guest did have to buy tickets for the rides (honestly don’t remember if we paid to get in too) but would you have said back then it would be understandable for all the E ticket rides to be down, or is this a new assumption? I wouldn’t be scared to say that if you did a poll in the Magic Kingdom right now and asked what was included in that ticket most, if not all would at least say entrance, access to attractions and access to characters. Rides being down, especially in large numbers, is not access.

Just because it’s not written on the ticket does not mean there is not at least some reasonable expectation of service.

 

[momof2n2]

Why would you ever expect that?

Um -
Is this rhetorical?

Because for trip after trip we got that. If I’m paying more than ever before, I expect at least as good a product...

 

[maxiesmom]

[QUOTE="luvsJack, post: 58989464, member: 144764"

Yes rides break down. But there have been reports of all three mountains being down at once or half of fantasy land (when someone HAD paid extra for those rides). I am sorry but that is unacceptable.

[/QUOTE]

Of course it is. But when a park is open 365 days a year with limited maintenance due to the hue and cry every time a ride is taken out of service, stuff will break down. I would hope when something like that happens if a park goer went to guest services they would get some sort of compensation, be it even a few extra FPs.

Not to mention, sometimes the rides being down has to do with guest behavior. I've lost track of the times I've heard them on the PA over by the TTA telling guests to sit down.

 

[Mackenzie Click-Mickelson]

Of course it is. But when a park is open 365 days a year with limited maintenance due to the hue and cry every time a ride is taken out of service,

Well I would agree that no one wants a ride down for any reason when it's their vacation. But at the same time Disney tends to delay maintenance for far longer than they realistically should. It's not as easy as saying every ride (or near every ride) should have a few days of downtime each year to spruce it up but still. The less a ride is down for maintenance the less amount of people it potentially has to impact. Even if a ride was down for a limited time period every year or every other year it would likely impact less people overall than having to have it down for a much longer time period every several years. Money usually comes into play when it comes to this sort of stuff though.

As for guest behavior yup that can lead to things happening. While it wasn't that it was broken down we had the unfortunate opportunity to be stuck in a scene multiple times in the CoP the 2nd time we rode it..because guests decided leaving was totally cool. I don't know if people were waiting outside to load into the ride but that for sure caused a backup if they were.

 

[Farro]

We are still happy to go.

Trips are spread out - every three years or longer.

Our last trip in October wasn't our best trip by far, but nothing to do with Disney - travel party stuff!

We still felt the magic, cast members were great, bathrooms clean (and I HATE public bathrooms).

Nope, still love it, so much I'm jealous reading about everyone's upcoming trips.