Genie App Will “Revolutionize” & “Dramatically Improve” Waits & Experience at Disney World
During this afternoon’s quarterly earnings call, Disney CEO Bob Chapek teased the Genie app, which is the planning app coming soon for Walt Disney World. The app/feature is rumored to include paid FastPass and other tools, such as dynamic itineraries. In this post, we’ll share what was said about Disney Genie, plus our commentary about what this means as well as potential timing of an announcement and roll-out.
In case you missed it (or forgot), the Disney Genie app was announced two years ago at the D23 Expo. It was originally set to debut last year, but that didn’t happen for obvious reasons. Walt Disney World leadership has mentioned the Disney Genie app on a couple of occasions in the last year, but basically just to say it’s still coming. Otherwise, the specifics of Disney Genie are almost entirely unknown. Everything that’s been showcased to date has been vague, with the belief among some Walt Disney World fans (including us) that the Disney Genie app was announced before the company had even figured out what it would do and entail.
Previously, the Walt Disney Company has indicated that the Disney Genie app would be a revolutionary new digital offering that would enhance the way you plan for and experience a trip, with optimized itineraries, real-time tips and updates, recommendations for experiences it thinks you’ll love, and help navigating the theme parks with added convenience and comfort.
It didn’t take long on the earnings call for Disney Genie to come up. During his opening remarks, Chapek proactively brought up the new app, teasing that more would be announced soon. Here’s what he said:
“We’ve made significant investments in sophisticated technology and tools, created a revolutionary new multi-tiered service we’re calling Disney Genie. We’re very, very excited about the new service. We’ll be providing additional details soon.
“The goal of the user-friendly [Disney Genie] app is to create a better, more personalized, and customized experience for guests. Putting them in control and providing even greater flexibility and choice. They will be able to spend less time waiting in line and figuring out what attractions and dining options are available and more time having fun.”
During the question and answer portion of the earnings call, the Disney Genie app came up again, with one analyst asking how technology would be used to transform the guest experience at Walt Disney World and the other parks.
Here was Chapek’s response: “Ben, you used the correct word: transformational. MyMagic+ was sticking our toe in the pond of this type of transformational work. Disney Genie is the program on steroids. This is going to revolutionize the experience. Guests are going to spend less time waiting and more time having fun in the parks.
Chapek continued by describing how the Disney Genie app would work: “The dramatically-improved guest experience is going to make their navigation of their day and planning of their day much easier.”
“Essentially it is going to take the preferences that we note from our consumers…and blend that with basically industrial engineering data in terms of how the park is operating that day and meld them together to make suggestions on the fly that not only will lead to the improved guest experience and lead to substantial commercial opportunities for us as the guest navigates their day. It is certainly qualifies in my mind for materiality and transformational impact on our business from the yield stand point.”
In terms of commentary, there is a lot to unpack here.
First, Disney’s desire to better leverage technology should not come as a surprise. Both Chapek and Josh D’Amaro have been saying so for the last year in virtually every interview they’ve done. As for the multi-billion dollar MyMagic+ initiative that was referenced by the questioner, that included My Disney Experience, FastPass+, MagicBands, and interactive queues. It was envisioned years ago as a way for Walt Disney World to operate more efficiently and do the exact things Chapek referenced. There were grandiose plans for how the project would offer Disney the data necessary to streamline operations, deploy on-demand entertainment, manage staffing, and effectively utilize other resources.
Aside from the guest-facing components like FastPass+ and MagicBands, almost none of the big goals that led to the colossal investment were realized. Others, like FastPass+ and MagicBands, are in the process of being phased out in favor of other technology. In large part, this is why My Disney Experience wasn’t ported to other parks around the globe; instead those parks cherry-picked various aspects of the system to build their own, stripped-down incarnations.
So calling Disney Genie that program on steroids may not be the praise that was intended–but may end up being accurate in terms of vision v. reality. (See “The Messy Business of Reinventing Happiness” and “Behind the Scenes at Disney As it Purged a Favorite Son” if you’re interested in more on the trials and tribulations of MyMagic+ and the whole NextGen boondoggle.)
With that said, Disney Genie almost certainly is not as ambitious as MyMagic+ or the NextGen initiative. Disney has learned a lot in the intervening years, and has leveraged technology in leaner and more measured ways. In fact, we’ve praised many utilizations of technology in the parks since reopening. They’ve been smart and restrained, enhancing the guest experience in a multitude of ways with zero drawbacks.
Based on Chapek’s statements about Disney Genie, this app might either sound like a continuation of what we’ve seen in the last year or too good to be true, depending upon your perspective. When assessing his remarks, I’d encourage you to consider the audience. Chapek made these statements on a quarterly earnings call to investors and analysts–so essentially, the audience is Wall Street. It probably goes without saying, but their priorities for Walt Disney World might differ slightly from yours.
In theory, the idea that Disney Genie will improve the guest experience, make navigating and planning easier, and allow guests to spend less time waiting in line is great.
However, the quote that should probably be emphasized here is that the Disney Genie app will “lead to substantial commercial opportunities.” I probably don’t need to over-explain it, but that means increase per guest spending, which is one of Disney’s most important metrics. It’s possible that Disney thinks this will occur indirectly by freeing up guests’ time, improving the experience, and satisfaction scores. In our view, it’s unlikely he meant that.
More likely is that Disney Genie is the conduit for in-app upcharges–effectively paid FastPass.
This is something we’ve been discussing with regularity here in the last couple of months, which has been fueled in part by the roll-out of Premier Access and Standby Pass at Disneyland Paris. The Walt Disney World rumor mill has truly gone into overdrive over the last couple of weeks, with a deluge of possibilities for what the FastPass replacement and the Disney Genie app/feature will entail.
Prior to today’s earnings call, we updated our When Will FastPass+ Return to Walt Disney World? article.
If you’re curious about the leading theories at present, you’ll want to check that out (scroll down to the “Will FastPass+ be replaced by a different system at Walt Disney World?” section above the Runaway Railway photo.)
Ultimately, I don’t know what will happen with Disney Genie and/or the FastPass replacement. I’ve heard a lot in recent weeks with varying degrees of credibility–some rumors contradicting others. This suggests to me that there are still competing proposals, and the plans haven’t quite congealed yet.
I will say that the latest rumors suggest more of a hybrid system that is definitely not the worst case scenario and only borrows partially from Disneyland Paris. Most Walt Disney World fans are going to hate this on principle since it’s not a return of the free system. However, if some credible rumors prove accurate, I’m willing to wager that a lot of people will actually end up liking or even loving one big component of the Disney Genie app/feature.
In terms of timing, given the proliferation of rumors on the topic in the last couple of months (where there’s smoke…) *plus* a mention of Disney Genie in the earning call *plus* Walt Disney World scaling up park capacity *plus* the World’s Most Magical Celebration starting October 1, it’s likely Walt Disney World will make an official announcement before the end of this month.
Expect to hear something within the next couple of weeks, and have the Disney Genie app/feature ready to roll by sometime in late September or early October 2021. It’s going to be a very busy couple of months as things are revealed, prior announcements “evolve,” and more changes throughout Walt Disney World. We’ll keep you posted on everything!
Planning a Walt Disney World trip? Learn about hotels on our Walt Disney World Hotels Reviews page. For where to eat, read our Walt Disney World Restaurant Reviews. To save money on tickets or determine which type to buy, read our Tips for Saving Money on Walt Disney World Tickets post. Our What to Pack for Disney Trips post takes a unique look at clever items to take. For what to do and when to do it, our Walt Disney World Ride Guides will help. For comprehensive advice, the best place to start is our Walt Disney World Trip Planning Guide for everything you need to know!
YOUR THOUGHTS
Are you optimistic about the impact the Disney Genie app/feature will have on the guest experience at Walt Disney World? Think it’ll live up to its promise of make navigating and planning easier, and allow guests to spend less time waiting in line, or just “lead to substantial commercial opportunities” for Disney? Thoughts on the possibility of Premier Access, MaxPass, or a mashup of the two coming to Walt Disney World? Do you prefer fast-moving standby lines only, or the FastPass and standby combo? Interested in how Walt Disney World will implement the new system? Agree or disagree with our assessment? Other thoughts or concerns? 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!
I’m going to try to reserve judgement. For now…
I will have a hard time trusting any of the on-the-fly “strategy” features. Disney is going to steer guests in a direction that best suits them, be it towards underutilized attractions, unpopular rides with short lines (to balance wait times in their favor), or to manage traffic/congestion/crowd flow. At this time I have zero confidence that it will ACTUALLY be about maximizing my ability to do as many of the things on my “want” list as possible, as efficiently as possible.
It’s fun to speculate. Who will sign the big free agents during the off season, who will play the next James Bond, when will China move on Taiwan. OK they’re not all fun but I refuse to worry or condemn the next system till I know for certain the details.
What I do have feelings about is the way Disney has dropped so many perks without offering replacements. I am stunned by the colossal stupidity of what would be interpreted as a self destructive nature were it not for the fact we know it is borne out of a brazen shameless confidence that you’re not going anywhere.
I love WDW but so far all they’ve shown me is the stick and there is no carrot in sight.
Another quick question…do we think this app/change will benefit staying in property more? Just seems like a lot of the on property perks have been disappearing post COVID. I really hope the Disney genie helps bring it back.
“Another quick question…do we think this app/change will benefit staying in property more?”
In the immediate future, I don’t think it will.
Over time, I could see that being the case, but I suspect it’s going to take a drop in bookings/occupancy first.
I’m not the demographic Disney caters to, but I’m putting my two cents in anyway. We’ve been through a lot this past year and a half and have not been unaffected by it. I know I haven’t. I look at things differently now. I have been reminded by covid that life, in a very big way, is shorter than I thought.
That said, regardless of the fact that Disney needs to take these steps going forward, the timing certainly feels a bit off. We are still raw from how covid has affected us, our friends and families, and despite the vaccine, life is slow getting back to normal. Travel sounds like a good way to jump start that, and what better place to do that than at Disney. So why does it feel like they are hitting us when we’re down with all the price increases.
I’m aware Disney is a for profit corporation, but this feels like they are taking advantage of their guests, who are in a bad situation. Of those polled, very few are willing to pay for a per ride fast pass. Perhaps they polled the wrong people. Maybe to others paid fast pass sounds like a good thing. To me, it does not.
I don’t think anything I said here will change Disney’s mind, but it felt good to vent.
@Duke.. there will always always be people willing to pay for the experience. They will lose some and gain others who will love the extra services whether they have to pay more or not. Just look at the high end resorts that are always filled up. Even the 4 Seasons as high as it is priced is mostly booked all the time. There will never be a lack of people going to Disney and paying for their experiences.
It’s a disgraceful money grab! Shame on us as consumers for just rolling over. All of this has come full circle and we are effectively back to a digital version of A-E tickets. Pay thousands for park admissions and accommodations for your family and have no expectation to ride anything without extra charges for every ride or insane wait times – assuming standby even exists in the future Along with the added bonus of having to plan it all 6 months in advance.
For all the ridiculous talk of efficiency it’s amusing that attractions designed and built 50 years ago can move more guests through them than the billion dollar new stuff. Obviously that’s by design, not their ability to build it better. My family moved to FL the first year they opened and I’ve been to the parks probably 50-60 times over the years. The last few times have been miserable with the lack Fastpass availability, and insufferable wait times. I honestly don’t even care what they do, there’s zero chance this is an improvement for anyone but them.
After all the smoke and mirrors and BS settles, the only way the guest experience improves is taking the costs up to the point where a segment of people just stop going – leaving capacity open for fewer guests paying much higher prices – it’s simple math.
@Anne the great thing about it is that we can all decide if we want it or not.
I’m not hating this Genie idea, and didn’t regret the MaxPass experience is California. It wasn’t a significant upcharge and gave us the flexibility we had back in the day of Disney World paper fast passes, but from the convenience of our phone. Is it speculation that using this “new fastpass” system would be a pay as you go feature, or just a surcharge added once to utilize the skip the queue option? I don’t love choosing 3 rides per day 3 months in advance. I’m looking forward to the next big thing when we visit during the 50th.
Disney was the one vacation I enjoyed putting my phone awa
I’m pretty optimistic, but I didn’t love FP+. I hated picking ride times 60 days out, hated that they added it to rides that didn’t even need it, just to be able to offer to everyone “for free”. I would like to be able to dynamically decide in the park if the line was too long and I really wanted to ride it to pay to skip the line. Being able to be more spontaneous would be a welcome reprise from the plan your meals 6 month in advance type of planning we’ve been conditioned to do. I also hate park reservations and FP+ was similar- you were stuck going to the park you had the fast passes for that you made months in advance. Miss the days of deciding which park to go to when you wake up!
I’m in the minority but I’m willing to pay if needed. Shoot I already pay the outrageous prices of the deluxe resorts…
Tom, thank you for your continued updates as always. Do you think these basterds (spelling intentional-great movie) are using the pandemic as an excuse to roll out paid fast pass? It sure seems like it to me.
No. This was an inevitability years in the making.
Even the increased utilization of tech is being driven by increased labor costs that predate the pandemic. About the only change that I don’t think would’ve otherwise come to WDW is park reservations for APs.
I don’t know how anyone would be okay with a system whereby you have to pay to get to ride a certain attraction. It costs a fortune already for a Disney holiday but to have to pay for an opportunity to ride something with a shorter wait when this was always offered as a free perk is disgusting. I don’t have a problem with paying extra for an all day every ride front of line privilege like they have at Universal but per ride and at the prices like they are charging at Disneyland Paris well that is just money grabbing. If they are going to go down this route then they need to offer people staying on property some freebies each day otherwise there is no incentive to go. I love Disney parks but a holiday there with this sort of implementation will be right our of my budget.
Thank you for your posts, I always check with your reviews before I make decisions! As someone who is headed down Sept. 22, I am
not super excited about learning something new and figuring out a new strategy when I already have most of my plans ready I also do not like the idea of being a Guinea pig …but we will see…
Not only is this an excellent summary of the facts and rumors surrounding the new app/program, the number of different Genie photos you had in your library is truly remarkable. Great post!
Your posts are always so informative in a way other Disney blogs are not. The sugar coating and rose colored glasses are put aside and you discuss logistics in such a matter of fact and easy to digest way. I love this!! Thank you for taking the time to think through implications and write about this topic with so much coverage. I say that for all of your posts! Men’s voices in the Disney blog arena seem to be few, but I enjoy the perspective you bring. Also that pic you have with the genie is so perfect for this post :)!
The pace of these announcements, and anticipated roll-out has me surprised. I remember when FastPast+ was rolled out. It was during one of our annual trips, and we were lucky to be test guests as the parks supported both systems for a period of time … to get the kinks worked out. It was quite the jackpot for us – with easy booking of FastPass+ and “old” fastpasses, too. Looks like a hard switch this time, which is a bit alarming as I question how smooth it will go. As someone also planning a November trip, I’m also a bit worried about how all of this will impact our planning. I will say I’m a bit more reassured by some of your commentary, vs. the doom & gloom I’ve read. Fingers crossed we’ll see some benefits without paying an arm and a leg.
“It borrows heavily from a system I actually really like…”
Well that makes me think Max Pass. I’m not completely sure how Max Pass worked, as I’ve only been to Disneyland once in the last 30 years (in 2016). But I do know it has something to do with picking and choosing. I’m not thrilled about another up charge, as it already costs so much just to go, but I’d rather pay for “things” than per ride. If I can afford to pay at all.
Totally agree; unless, Disney substantially decreases the price of park tickets to provide funds for PaidPass (ha, ha), thus meaning that visitors paying the “base” price would have very, very few options for rides…may stuff like the PeopleMover, train around DW, the Philharmonic, Small World, stuff like that. “Premium” PaidPass buyers would use the Genie app to access rides they purchased .
The day Disney starts charging a per ride surcharge per ride for any form of Fast Pass or Express Pass it will be the last day I ever consider giving another penny to Disney Parks.