How Disney World Is Winning Back Unhappy Guests

Original Source Bloomberg

Disney's price hikes, crowds, and customer service missteps have caused many guests to lose faith in the parks. Now, the company is working hard to regain their trust.

Addressing Guest Concerns

Lindsey Robertson, a mother of two from Dallas, shared her frustrations with Disney's Orlando parks. "We’ve had back-to-back negative experiences with staff, the stand-by lines are out of control, and the cost has become insurmountable," she said. She isn't alone in her sentiments. The cost for a high-end trip to Disney World has skyrocketed to around $40,000 for a family of four, contributing to a significant social sentiment crisis. Yelp reviews show a drop in four- and five-star ratings from 52% in 2019 to 33% in 2022.

Efforts to Improve

Disney has taken several steps to improve the guest experience. The new Lightning Lane Multi Pass ride reservation system, effective July 24, aims to reduce long waits and ease access. Guests staying at Disney hotels can now book reservations a week in advance, while others can book three days ahead. This change has been received positively, though there are still kinks to work out.

To further reduce wait times, Disney has added a second daily Festival of Fantasy parade and announced a 14-acre park expansion as part of a $60 billion investment plan over the next decade. Additionally, Disney has reintroduced dining plans to help families save on food costs, trimming 20% to 30% from the average family's food expenses.

Making the Parks More Affordable

Disney is also addressing the high costs of visiting the parks. Starting in May, WDW offered discounted ticket prices through September 24. Guests can now buy three-day tickets for $89 a day, although Magic Kingdom access requires a separate purchase. On the accommodation front, Disney has introduced cheaper rates at value resorts, with prices starting around $100 per night on the least busy days of the year.

Improved Customer Service

Efforts to enhance customer service are also underway. Disney has conducted numerous training sessions to improve guest interactions. Melissa Britt, a Disney spokesperson, emphasized that "the guest experience remains a top priority for any Disney theme park visit."

Guests have noticed these improvements. Frequent visitor Paul Taylor mentioned shorter lines during his recent visit to Hollywood Studios, while Kendra Wharton from Virginia observed friendlier and more accommodating staff.

The Future of Disney Parks

Disney CEO Bob Iger noted improvements in guest experience ratings across all parks during the 2023 fourth-quarter earnings call. With more changes expected to be announced at the D23 fan expo in August, loyal guests remain hopeful.

However, some former visitors, like New Orleans mom Katy Dean, feel that the changes come too late. "Our constantly feeling nickel-and-dimed and being mistreated by cast members" has put her family off Disney for good.

Disney's efforts to win back guests are ongoing. As the company continues to implement changes, only time will tell if these efforts will fully restore the magic for all visitors.

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