Disney World Could Fix the Guest Experience by Improving These Things.
After a few years of price increases and negative changes, Walt Disney World is trying to improve satisfaction and restore lost magic. There are several instances of guest experience enhancements for 2024, but they haven’t gone far enough to move the needle. This list covers what else Disney should do if they want to make fans happier.
Frankly, these improvements are overdue. Guest satisfaction and intent to return or recommend metrics took a beating after the “honeymoon” period post-reopening, as cuts were made that eliminated Disney’s Magical Express, free FastPass, Extra Magic Hours, etc–while also implementing policies that many fans hated.
This didn’t negatively impact Walt Disney World vacation bookings for a couple of years. Revenge travel was running hot, and travelers–especially those with kids who had missed a couple valuable vacations–were making up for lost time. Some Walt Disney World diehards would grumble about paying more and getting less, but other fans and average tourists were just satisfied to be back in their happy places. However, things have changed.
Pent-up demand has largely exhausted itself, and Walt Disney World has seen a slowdown in the last year. As a result, they’ve gotten much more aggressive about discounts, with some of the best special offers we’ve seen since 2018-2019, including the return of fan-favorite Free Dining.
That’s not all. The company announced 5 major improvements to make your visit easier. That followed 3 big changes to bring value and flexibility, including the return of free overnight parking at the hotels. The start of 2024 brought with it the end of park reservations for most guests, “good-to-go” dates for APs, resumption of regular Park Hopping, and return of the Disney Dining Plan. At some point later this year, pre-arrival Lightning Lane ride reservations will roll out.
Point being, all of these are initiatives to improve guest satisfaction and common complaints about Walt Disney World being too complicated. A lot of those announcements crossed off entries in our Wish List for Changes Bob Iger Could Make Upon Returning as CEO. from immediately after he returned. So we’re quite pleased with these incremental improvements, and recognize that nothing happens fast at Walt Disney World. Progress takes time.
However, it’s also very obvious that Walt Disney World still needs to do more to fix guest satisfaction and rebuild goodwill with lifelong fans who have become jaded, disillusioned, or stopped visiting entirely. If all of the discounting and statements on earnings calls are any indication, this is pretty urgent.
Discounting alone isn’t going to solve the problem (well, unless they get 2008-2009 levels of aggressive!). If Walt Disney World wants to make a big splash and win back fans, we’d recommend another “we’re listening and fixing stuff we broke” announcement with a grab bag of at least 3 of the following experience updates to improve guest satisfaction…
Bring Back Entertainment
Here’s just a partial list of the atmospheric acts and shows that are still conspicuous omissions from Walt Disney World entertainment lineup:
- Citizens of Hollywood
- Jedi Training Academy
- Voyage of the Little Mermaid
- Citizens of Main Street
- Main Street Trolley Show
- Pandora Rangers & Drummers
It boggles the mind that some of this is still missing. Jedi Training Academy was absolutely adored by guests, and was a ‘magical moment’ for so many kids and their families who had the chance to participate. Voyage of the Little Mermaid will be returning in reimagined form at Disney’s Hollywood Studios, but not until late 2024.
Look, I’m not asking for this list of things to come back on a one-for-one basis, identical to what was offered in early March 2020. But I think it absolutely makes sense to have another big ‘entertainment update’ demonstrating that Walt Disney World still cares about streetmosphere and live performers.
Add Nighttime Spectaculars
On the nighttime spectacular front, the following remain missing:
- Star Wars: A Galactic Spectacular
- Once Upon a Time
- Rivers of Light
Three entries may seem insignificant, but we’d argue that’s a large number when it comes to spectaculars. Not only that, but daytime parades were cut from Animal Kingdom and Disney’s Hollywood Studios several years pre-closure, and Magic Kingdom lost its nighttime parade. Comparing nighttime spectaculars and entertainment today to a decade ago is a pretty brutal comparison.
Again, not asking for these exact offerings to return. But if Walt Disney World is serious about getting people to stay longer in Animal Kingdom, the answer until Tropical Americas opens (2026?) is necessarily going to be entertainment. Well, unless Dr. Seeker starts taking hostages.
Concrete Calendars
This is not a new problem. For as long as I can remember, Walt Disney World has published boilerplate park hours with extensions and the actual hours not coming until much later. Even preclosure, we frequently complained about how Walt Disney World expects guests to plan months in advance, but didn’t hold themselves to the same standard. It’s frustrating that Disney practically forces you to plan, but also doesn’t allow you to properly plan.
It also seems like it has gotten worse. In the last 6 months or so, park hours extensions have frequently been more last minute and also less predictable. Magic Kingdom hasn’t consistently done 8am openings on party days and other parks less consistent schedules. It’s a similar story with Extended Evening Hours, which has been all over the place–I can’t imagine shelling out big bucks for a Deluxe Resort months in advance, only to find out that I’d have consecutive nights of EPCOT.
But the final “straw” that landed this entry on the list was the Skyliner gondola refurbishment. We’ve been warning readers for over a year that there’d likely be a refurbishment during the winter off-season, since there has been for the last few years. However, not everyone reads this blog (the vast majority of guests do not!) and the refurbishment was longer than ever before. (Fair warning: although yet unannounced, there’s likely to be another Skyliner closure in mid to late January 2025.)
Despite that, Walt Disney World waited until the end of last October to release dates and, adding insult to injury, there have been several reader reports of the call center not being willing to rebook guests at different resorts under previously-released special offers. (It’s understandable that availability might be limited, which is kinda the point–this info should’ve been released earlier. The “old Disney” would’ve understood the issue, and upgraded guests or offered recovery to compensate for the inconvenience and lack of a defining feature of the resorts in question.)
Some fans will make all sorts of excuses for Walt Disney World being slow to release this info or update hours, but none of them are good excuses. The bottom line is that expecting people to plan months in advance while being slow to release the info that’s needed to make informed decisions for planning is poor guest service.
Longer Regular Hours
Effective arsonist fails at fighting fire.
So many of Walt Disney World’s ineffectual “solutions” to overcrowding are fixing a problem that they themselves created. We discussed this at length in Disney Doesn’t Really Want Lower Crowds, but restoring park hours would instantly increases park capacity by redistributing crowds over the course of the day. It would also relieve some of the pressure to purchase the Genie+ line-skipping service.
Adding hours is a time-tested solution, and precisely the reason why Magic Kingdom used to open at 7am during peak season dates and stay open until midnight in the summer in the aughts. Even then, Main Street was busy until 1am with shoppers. It’s also why Magic Kingdom used to have Extra Magic Hours until 2am or 3am. (Yes, really–Evening Extra Magic Hours were 3 hours long!)
Now, attendance is significantly higher (by several millions of guests per year) and regular park hours have been reduced by several hours per day–most notably at Magic Kingdom. There’s also less entertainment due to the stage shows and atmospheric acts that have been cut, as well as the loss of 3 different parades.
To Walt Disney World’s credit, we’re finally starting to see significant park hours extensions this holiday season, with three midnight closings scheduled for Magic Kingdom in November. That’s a good start, but it’s only a start. Given contemporary crowd levels, those should be commonplace–and 9am to 9pm hours for Magic Kingdom should be a thing of the past entirely.
(Combining the two issues above, rather than doing week-by-week park hours extension, they should identify all dates far in advance when park hours should definitely be longer. Make those extensions in one fell swoop, and make an official announcement trumpeting the number of “more midnights in Magic Kingdom!” It’d be an easy win with fans, similar to when Disneyland advertised adding more of the cheapest ticket dates.)
Restore Upcharges
Nothing says “address guest complaints about pricing” like adding things that cost extra money…right?!?
Well actually, yeah. Not everyone has problems with the guest experience that revolve around price increases. Not only that, but it’s possible to take issue with paying more while getting the same or less, but also wanting certain upcharge opportunities that offer something for the extra money to return. The two notions are not in conflict–it’s possible to hold both!
There’s actually a lot in the Enchanting Extras Collection (and associated add-ons) that gives Walt Disney World a tremendous amount of repeatability for regulars. Things like certain behind the scenes or VIP tours, dining or dessert parties, early or late park access, and much more. The big one for us is the EPCOT festival seminars and experiences–without those, Food & Wine has lost a lot of its luster. (They’re also missing from other festivals, but it’s most glaring at Food & Wine.)
Although I’m not huge on upcharges, I’d likewise love to see another themed After Hours at Magic Kingdom event. The short-lived Villains After Hours was better than the vanilla version, and it’s about time Walt Disney World revived the Pirates & Princess concept. Earlier this week, I made a plea for a Nostalgia Nite at Magic Kingdom with Wishes, SpectroMagic 2.0, and Disney Afternoon characters.
Also, Kingdom of the Planet of the Apes comes out soon–a bunch of fighting monkeys in the park would be the perfect synergy play for Animal and/or Magic Kingdom. It’s right there in the title of the movie!!!
Remake Missing Meals
This seems like such a little and inconsequential thing, but we hear from longtime Walt Disney World fans who are still disappointed by restaurants or special meal options that are still missing:
- 1900 Park Fare
- Be Our Guest Restaurant – Breakfast & Counter Service Lunch
- Brunch at California Grill
- Dining with an Imagineer
- Grand View Tea Room
- Plaza Restaurant – Breakfast
- Trattoria al Forno – Bon Voyage Character Breakfast
- Pizzafari Family Style Dining
- Restaurantosaurus Burgers & Sundaes
- Restaurant Marrakesh
The two character meals, in particular, are big ones with families. Same goes with breakfast and lunch at Be Our Guest Restaurant–a venue that’s fairly beloved, but not for the current prix fixe dinner. Probably less significant to average guests, but we really miss Brunch at the Top and Restaurantosaurus Burgers & Sundaes (don’t laugh!).
Bringing these back would give the Disney Dining Plan more appeal and provide needed dining capacity. Win-win!
Rejuvenate Restaurant Menus
No first-timer is sitting on pins and needles, waiting to book their rite of passage Walt Disney World vacation until the Grilled Hanger Steak returns to Primo Piatto. They don’t care that the menus at Contempo Cafe or Gasparilla Island Grill are shadows of their former selves. They probably are even unbothered or unaware that the counter service scene sucks at Magic Kingdom. I get all of that.
This is about winning back longtime fans, though, and Walt Disney World’s culinary landscape is very much ‘a thing’ to the diehards, and it’s noticeably worse than it was in early 2020 due to scaled back menus. Improve enough of those, and it would move the needle for at least some Walt Disney World regulars.
Frankly, we know this because of the positive response to recent menu changes at Wilderness Lodge, Saratoga Springs, and even Plaza Restaurant in Magic Kingdom. With food inflation relenting, it’s time to let culinary teams get creative again. Highlight that on “Disney Eats” (or whatever it is), and then emphasize the ‘new menus’ as a line item in a guest experience improvements post.
Return of Extra Magic Hours
I’ve been singing the praises of Early Entry at three of the parks (and even Magic Kingdom when the park opens at 8am) for over two years, and very few of you agree with me. It’s one of those why are you booing me, I’m right situations. But perception is reality, and most fans still prefer the former morning Extra Magic Hours to their replacement.
It’s a similar story with Extended Evening Hours. I love the perk and think it’s far superior to evening Extra Magic Hours, which had become unbearably uncrowded. This is an even more pronounced perception problem, but in a different (and worse) way. Fans know this is a good perk, but are downright disillusioned and disenchanted that it’s reserved exclusively “for the rich.”
In a period of pent-up demand where consumers were spending freely/recklessly, such an approach might’ve worked or been “worth it” to incentivize Deluxe Resort bookings. As people tighten the pursestrings, it’s not going to move the needle as much, and sticks out like a sore thumb as an easily-identifiable instance of Walt Disney World “ignoring the middle class.”
Undo that damage, bring back Extra Magic Hours, and win back fans who feel ignored. As for fixing Extra Magic Hours, stop offering it to the Disney Springs Area Resorts. Sure, that’s actually just shifting around the class hierarchy, but now at least most of those who were complaining loudest are part of the in-group! 😉
Retire Genie+
Remember how I spent like a dozen blog posts whining about how Genie+ and Lightning Lanes were the dumbest and most confusing branding decisions of all time? (Then HBO and Twitter both said, “hold my beer!”) Well, as much as I hate being wrong, I have to admit as much here.
It turns out that Robert Chapek was a visionary thinker in some regards. He must’ve known that he was launching such a half-baked product that would take years of tweaks to get in a semi-functioning state and would be so reviled by guests that it’d become a toxic brand on par with Monsanto, Philip Morris, or Comcast. Chapek was such a great thinker that he foresee a day when Disney fans would jump for joy just at malevolent Genie going away. (It’s honestly impressive, in a way, that Chapek somehow managed to make us hate something associated with Robin Williams.)
We already know that the pre-booking of Lightning Lanes is arriving at some point in 2024. What that’ll entail is unclear, and it sounds like Walt Disney World has not yet settled on specifics. Whatever the new line-skipping system does end up being, I’d advise Disney to ditch the Genie name. Everyone hates it. There is nothing of value to be lost. It taints the legacy of a national treasure.
It’s time to break from the past and ditch both Genie+ and Genie (I cannot imagine the latter is being used in meaningful numbers, let alone fulfilling its goals of crowd redistribution/utilization). Regardless of what the new system ends up being–my guess is pretty close to paid FastPass Plus–it will benefit from not being attached to this toxic brand.
I’ll take this advice a step further. Call it MaxPass to benefit from the degree of goodwill attached to that, even if it is fundamentally different from that paid FastPass system. Then, in another year or so (or whenever the United States enters a recession) when Walt Disney World needs to boost hotel bookings and attendance, bring back free FastPass+ for resort guests with the option for a paid MaxPass+ tier.
One way or another, I still don’t think we’ve seen the last of FastPass at Walt Disney World. It probably won’t be back in 2024, but the 2025 opening of Universal’s Epic Universe is right around the corner, and Walt Disney World hasn’t broken ground on any “answer” to that. That pretty much leaves options like adding entertainment, restoring FastPass or Disney’s Magical Express as an indirect response to Epic Universe.
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YOUR THOUGHTS
What would you like to see done to improve the guest experience and satisfaction at Walt Disney World? Which of the entries on this list have a realistic chance of coming to fruition? Think things will get better or worse throughout 2024? Do you agree or disagree with our assessment? Any questions we can help you answer? Hearing your feedback–even when you disagree with us–is both interesting to us and helpful to other readers, so please share your thoughts below in the comments!
Great article tom. The one main one that you didn’t mention but probably hurt more than everything else combined it magical Express. Bringing that back alone would make up for all these time should listed
Also, missed the GF Orchestra.
Regular 2 week vacationers at WDW since 1997!! Stopped coming when Disney starting charging for resort parking on principle and haven’t been back since. What would get us back?
Remove resort parking charges
Restore magical Express
Restore free dining
Restore the old free fastpass system
That would get us thinking about returning. What would be the icing on the cake would be:
Returning to the original Imagination ride
Restoring the old Robin Williams 360 degree “Timekeeper”. Why did Disney ever get rid of that and put the dreadful comedy club in its place?!!
There are more but that will do for now.
Good points. However, resort parking has been free for quite some time now, this charge was removed. But it’s not enough.
Some of this will flow together, of course. More entertainment/spectaculars/etc. means more people will want to stay later, so you don’t have a nearly empty park when you extend hours. More and better meals are also good for extending your day.
The old evening Extra Magic Hours were overcrowded to the point that there may actually have been guest complaints about it. (EPCOT may be hitting more crowds than it can handle right now, which may partially explain why the only non-Disney hotels eligible as of now are SOG and the ones near Crecsent Lake.) I’d either focus on extending regular hours into the evening everywhere, or for the time being just announce Moderates gaining eligibility while at the same time making early entry an hour at all parks every day. Both of those should help keep these actual benefits and not something for savvy fans to avoid.
(I don’t know whether most people would rather have free transportation to the resorts without luggage handling or paid transportation to the resorts with luggage appearing in their rooms, so I would take either.)
I agree with most of these and it makes me sad how disney is being cheap with parades fireworks, entertainment and streetmosphere (cue Chapek with an umbrella saying cast members are the entertainment). The park hours defonately need to change. All the extra hours you are paying cast members are more then going to be made up for by the extra shopping and dining Disney wants to push. Having hours set everywhere would help a lot as well.
As for Genie + I have mixed feelings. For Disneyland it worked as Max Pass and somewhar works now though id love it to go back to an hour an a half windows. For Disney World the problem is that fastpass + as it was with reservations was the worst of all worlds and think people are being nostalgic about it as you often couldnt get some of the better rides even in the 30 day window and on average you got less passes and more wait times then any of the systems before. The days of finding that the top rides are unavailable because the earliest bookings at 6am Eastern isnt going to be fun for Disney. I am not sure of the solution to this. In some ways I wish for the days of running around like a madman for fastpases although I could see the Tron Fastpass line being longer then the Tron line these days!
I would warn all of the people clamouring for a change though. Genie plus is bad, the system of pay for every ride individually adapted in Paris and to some extent Tokyo(although that felt more like individual lightning lane and was less bad) is far more bleeugh then this for an average guest-be careful what you wish for.
I agree with your list. And the biggest thing besides the tea room, brunch at the Grill and the street performers is …. I would like to see back Cinderella’s castle at Christmas in the twinkle lights and frozen stage show to light it
It’s Magical special and like nothing else.
They just need to fix the ratio of standby to lightning lane. The perk of paying for Genie should be to get to use a SHORTER line, not a no wait line. They let one family go out of the standby line then empty the LL. I know that the DAS families are in that line, as well as plaid tours and Holden Oak etc. too but the current ratio is what makes for ridiculous standby wait times. Those wait times also effect the DAS wait times. If the attraction has a shut down, standby might as well forget it. When it comes back all the LL holders come at once. They need to merge the lines evenly.
My family started becoming Disney Regulars and DVC owners in 2017 and it’s so interesting how much has changed since then. EMH was so great. I was lucky enough to kick off my birthday at MK when they were open until 1am. And I really miss the citizens of Main Street and the trolley!
One of my all fave memories was going to a cell painting class at the festival of the arts right before the shutdown and I really want that type of experience to come back!
Per Genie+ – I have such a love/hate relationship with it! I really like not having to be locked into rides way far in advance since the last couple of trips we changed some plans last minute for events such as H20 Glow and we didn’t need to lose valuable fastpass reservations. BUT… I hate waking up so early to get rides. There should be a middle ground here!
My most missed Disney feature are non-expiration park tickets. I’d be able to buy a 10 day park ticket and have it last for 2 1/2 trips…. and then buy another 10 days. It made for easier budgeting, and if there was a chance of a whim trip, knowing the most expensive part of the trip was already covered.
Kerry, agree! I miss that as well!
Once again, you hit the mark, Tom. Well done! Our 8 year old daughter does not remember the last time Main Street Electrical Parade wound through Magic Kingdom, and our 4 year old son has never seen an “electrical parade.” I proudly note that both of them recognize the scores from both MSEP and SpectroMagic (my personal favorite) as they are played often. I also wager any of the electrical parades that exist worldwide coming to MK would spark immediate travel plans from many fans.
I’d like to add one more entertainment show that is sorely missing. when my kids were little and now that I have grandkids, my younger used to love the Doc McStuffins show scross from the Little Mermaid at Hollywood Studios. it was a chance for the toddlers to get out of their strollers and dance/move around. we need something like that back.
Maybe I am one of the few, but I actually like the flexibility and the strateging of Genie+ and the idea of being locked into a rigid daily fastpass schedule and planning my vacation around them feels like being at work where I have appointments all day ahead of time. Yes, the software is clunky and needed lots of updates to be more seamless. But, if you take the time to master it (thanks to Tom), then you don’t actually need to be staring at your phone. In fact, I would guess that we are overestimating and assuming increased phone use is only due to Genie+ and not people’s obsession with checking their phone and social media. Go to any local concert or event and everyone is frantically on their phones. Make a reservation, shut your phone off, set a timer, and be done. No need to check, no more decisions or choices to make. If you need to change it, turn it back on. Just like in “real life” you can choose to be on your phone in a toxic and addictive way, or use it as a mindfulness tool. I keep my phone off as much as possible most days at home, don’t even watch TV, and still don’t mind at all having to use it at Disney. I see it as a tool that if held a certain way can be extremely effective. I’d be willing to bet that the people who are “checking genie+” all day are also sneaking a few scrolls in other places, posting updates, or getting obsessed with how many photos they can take. We have a trip in late January, and would be disappointed in having to deal with a new system on short notice (that will likely have some early stage problems as well). Now, if Tom didn’t exist, I imagine my feeling would be different because of how thorough and prepared we were as a result of his insights. And, theres pixie dust abound still, we got two free two day park hopper tickets after complaining about some issues with CMs as well as a few extra Genie+ reservations and free magic bands after other problems. Do some deep breathing and meditating in queues, practice enjoyment and mindfulness in every magic moment, and be responsible for your own ability to pay attention to what is most important.
Would really love to see the return of TIW. We are Disney regulars and Table service diners. The menus are severely limited and lacking in good options as compared to pre-Covid menus. We just visited this Oct and noticed a decline in diners. Restaurants that were impossible to get a reservation for in the past had practically no one dining. I wonder if this is across the board at WDW dining locations and if it’s a result of insane menu and cocktail prices. The parks seemed as busy as ever so we were really surprised at the lack of crowds in the restaurants. Hoping Disney brings back TIW as an incentive to stay on property and dine at table service restaurants. Any thoughts?
I would add free magicbands for resort guests to the list of things that need to return. The fact that they actually tout using a key card as an equal alternative to the previously free magicband is laughable.
Would like to know about deals for the whole year at one time. Planning on going to Disney in September to celebrate our 40 anniversary, we ended up making reservations at a non Disney hotel. We’ve always said we was going to stay at a Disney hotel at least once, but without any deals that didn’t happen.
You are absolutely correct! Street entertainment is the key to bringing down the long long lines. My family started going to WDW in 1982. There was only Magic Kingdom. There was the double decker bus on Main St. and the horse drawn trolley. There was a stage show in Tomorrowland. The park had characters all around – so many you didn’t need to wait on long lines to meet them. The night time parades gave others a chance to go on rides – with super short lines. Breakfast choices are limited with seating even more limited. Last year we were only able to find 2 quick service places that offered eggs, all the rest were just sugary danishes. When Epcot opened there were amazing pre-shows. These not only kept you entertained but made the ride times longer. Fast pass was amazing – especially when you could book your rides months in advance. Now that would be worth paying extra for. I’m not positive but it also seemed there were more character meals outside the parks. The Hoop de doo had breakfast with Chip & Dale. The Empress Lilly in Disney Springs breakfast and different hotels offering dinner with the characters. Then there was the Luau at the Polynesian. Disney has so many hotels – why not bring entertaining meals to all of them. People are willing to spend money when you get entertainment!
Great suggestions that would go a long way to bringing Disney back to what they once were. They also don’t seem like they would be all that difficult to achieve.
Black and white umbrella photo? Classy and sinister — I approve. And this post should be Disney’s 2024 blueprint. All of this needs to be done, especially the entertainment options. There are plenty of theme parks; Disney is magical because of its people and its nighttime spectaculars.
Agreed on all counts, and I’d add two more things: I’d like to see the perk of having park purchases sent back to our hotel room. I’d like also to see even a paid “Magical Express” return without generic cartoons like the awful “Paw Patrol”, but with the WDW videos that made being on the bus feel like we were already in the Disney bubble.
Agree with Hayes I’d like to see the perk of having park purchases sent back to our hotel room as well.
What we miss most are the extras that made the festivals at Epcot and DCA feel like real festivals. The food seminars (the inexpensive ones). The art seminars (we saw one on the music of Danny Elfman in Nightmare before Christmas that blew our minds). I don’t mind IP at Epcot— but not at the expense of the loss of _everthing_ that could be considered edutainment.
This! My family still talks about one the classes they did at the Flower & Garden festival years ago (I think it was something like make your own bonsai tree?). Food and concerts should not be the only offerings during the festivals. I really hope this changes when they finally open the festival center.
Totally agree. Really miss 1900 Park Fare. Extra Magic Hours with the full hour were the best! And Genie+ is a nightmare. I despise having to be on my phone as much as necessary to use it. Half the fun leading up to the trip was making the fastpasses. Now it’s getting up and on my phone at 7am, then after every time you check in standing in line. Every ride is now full of people using their cell phones with the lights taking away from the rides. Everyone is walking around with their heads down looking at their phones instead of enjoying the scenes and the park. I swear it is the top reason for soo much negativity and anger in the parks.
AGREED! I hate being so phone-centric! And the lack of entertainment and nighttime parades are a real loss. Being at Walt Disney World right now kinda makes me sad. Do you know I couldn’t even order a PB&J milkshake from the Tune-In Lounge at 50s Prime Time?…or even “to-go” from the restaurant! What?!