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!
“Multi-tiered” to me was the main word that i focuses on in his statement. Weren’t annual passes multi-tiered? The more you pay the easier you play?? No one really likes waiting in line or being on their phone all the time for all the reasons everyone mentioned, however, you can’t get money out of the overspent. At the beginning of fastpass my family of three could spend a full 7 nights at POR including airfare, park hopper tickets, magical express and all dining including tips paid for in September for the total of $2800. That was a great value. Now, it looks like we’ll be paying more for less time time, more money. Idk when we’ll be back, even if covid19 were to disappear.
Shannon, I totally agree. We are already paying £11,000 so will not pay more? Will cancel if paid option comes in and nothing for staying on site.
The people who run Disney are more interested in pleasing stockholders than the guests they rely on for their profits! My wife and I who are Florida passholders love our magic bands and will be quite upset if they are retired.
I am open to the new Genie app. I am not open to having to pay for fast passes or whatever the new name. We pay enough for our vacation to Disney and now have to possibly pay for fast passes. They have already also discontinued the magical Express come 2022 and will always have to endure the cost of getting from the airport. I agree with others I don’t like the possible phaseout of the magic bands and having to carry the phone around. Disney is getting more and more greedy.
MaryAnne if you are selling your property, I will buy it.
You are quite correct as the Disney suits care more about profits than us.
This “Genie” is going to be a big money maker for Disney and regular folk will not be able to pay for a fast pass.
I was at Disney World two weeks ago. The magic bands work great, however I hated using my phone. It’s a bother to drag around the park and having to charge it during the day. I love going places where I don’t need to use a phone or computers. I work with my computer and with my phone all the time and when I go on vacation I would rather leave them behind.
I made reservations at a restaurant in Hollywood Studios . I went to the app to check in on my phone and my phone froze because it got too hot in the sun and I had to check in with the hostess. She tried to tell me how to use the app, but I had to explain to her that the app was not working.
I did not like ordering food on a phone so we ate back at the hotel where I could order in person and pay using cash. If we had anything to eat at the park it was only a snack…. except for the two lunch reservations I made. I know some people like to use their phone for everything, but I am not one of those people and I wish there were other options rather than constantly using a phone. I love going to Disney and did enjoy my time there, except having to constantly use my phone.
As for a fast pass system…. Disney does not need one. The lines move much faster without it. However, I enjoy the fast pass system used by Six Flags New England. They give a small handheld device. I can set it minutes before I go on a ride. The wait time is the same as if you were in line, but you can do other things in the park while you wait. No running across the park to get passes or planning out passes months in advance. It is an efficient system. It does cost a bit more, but it is worth the cost because I am usually only there for one day. If Disney had something like this it would be better.
Your Genie photo catalogue is vast. Well done.
I love the convenience of the magic bands. I can open my hotel door, get into the park, charge anything I buy in the park to my hotel bill and use the soon to be gone fast passes. I hate dragging out my phone at Disney. First off, I cannot see the screen when the sun is shining on it. I have to move to a shady spot to see the screen. I don’t feel that having to drag out my phone all the time improves my experience in the park at all. And I agree with a previous person about the quality and reliability of the WiFi. Last year my MDE app would not work and after spending hours on the phone with different people,; they still couldn’t get it to work. They were very nice to give us a code to give to Customer Relations so that they would assist us in getting a boarding pass for Rise of the Resistance. I hope Disney reconsiders still making the magic bands available.
Hmmm I’ll be waiting to see how this all actually pans out. Sounds like Tom can’t talk about some things he knows so hopefully this won’t be as awful as it could be. If it’s priced and works like max pass we’d probably do it. Pay per ride is a hard no. We visited a six flags in NJ a few years ago and bought their fast pass option. It was a lot but then ticket prices were lower so in the end it was still cheaper than Disney, so it sounds on par with Universal. Paying for fast pass on top of the already high ticket prices will really push us elsewhere 🙁 I will really miss my Disney trips if they keep hiking prices and taking away perks…
I’m a DVCM and I sold3 of my resorts just kept one
But if this is the new thing I might be selling that too
It’s crazy I had some wonderful memories of many family and friends vacations. The greed is disgusting
I agree comply with Kelly D. I’m tired of using my phone so much at WDW…I’m not a young person who walks with my phone in my hand all day – every day. So that means I have to dig in my purse or a backpack to get my phone out to do “whatever” I was trying to do. The mobile food ordering is a disaster as well. I would prefer to see food in lieu of a picture of food…it just isn’t the same. We have plans for next March but if things are not more back to the way they used to be, we will cancel our trip.
As others have said, Disney’s wireless sucks and their app and website have been terrible for several years now, ironically after having their IT folks train their offshore replacements before kicking them to the curb. Not holding my breath for great results on Genie. And I wouldn’t choose Barnstormer over anything no matter what their suggestions say!
I don’t like the absurd amount of effort needed to plan ADR and FP- so far out but with the crowd levels these days it’s the only way to get some things locked in. I both feel sorry for and laugh at those poor folks that don’t plan anything and just show up, expecting to have an amazing experience. Some do but most are just so frustrated and beaten down they are not likely to go back any time soon.
The thing Tom has tactfully avoided mentioning is that the insane crowds right now are pretty much completely North Americans. Few Europeans and no Brazilians. In my experience as a former CM and frequent visitor, those guest groups seem to have plenty of discretionary income and may be perfectly happy to fork out another couple thousand bucks for paid FP.
For our upcoming trip in 47 days, we rented a 7BR house and a full size van. Lucked out on both and if I recall it’s less than $2500 for the whole 8 days. With no parking fees for AP, Disney will be soaking us for food and such but these days we buy fewer souvenirs because eventually you run out of display space! Doing 2 days at Universal as it’s been literally decades and I’ve seen none of the HP stuff (need to watch the movies after 2nd) and my nieces have never been there.
I wish all of you the best of luck moving forward, and would appreciate the same from you. I really don’t want to stop going to this place.
Think Kelly D is correct. And no thanks. Maybe ok for first time visitor who does not plan at all. Otherwise intrusive and almost controlling.
I could handle a flat charge for FP much better than having to pay per ride while in the park. One benefit of paying for the vacation in advance is so I don’t have to think about the cost every time we enter the park. I couldn’t imagine having to go up to the ticket window each visit to fork over $500+. It would be the same negative feeling for the rides if I’m paying ~ $60 for us to a use a FP on a single ride.
I wouldn’t mind if Disney did their new FastPass more like Universal’s. It’s a flat charge for one day and free if you stay at the Deluxe resorts. They could even go further with imitating Universal’s and make two choices – a lower fee for a fast pass on a ride one time or a lower fee to fast pass the same ride multiple times. Will still suck that it’s not free like it once was, but at least that’s not as painful as a fee per ride like in Paris.
As for their new technology, I won’t hold my breath. I often have problems with both their website and their app. Neither are designed to handle the load of visitors they get. I doubt the Genie app will be much better. Hoping I’m wrong, but Disney’s technology has been driving me nuts for years.
Disney maxpass is a great system and we love it. I will pay to be able to ride as many times as I want. Tom–do you think Disney might go the route of Universal who has the two tier pass system–unlimited and one ride each? That makes a lot of sense and gives families more options. Paying per ride would be a total disaster and bad look so
I don’t foresee that happening in US.
@ Kelly D. I think you’re spot on. All of those features would make a lot of sense and some guests may really appreciate it, especially those who may not be too familiar with Disney and all of the attractions. At least until they skip Seven Dwarfs for Barnstormer.
Add in a paid FP system that you can book while you’re in the park, online food order improvements, etc.
Chapek’s comments, along with the concept photos, lead me to expect soemthing along he lines of the suggestions that pop up after you place something in your Amazon cart. “Customers who purchased this also liked…” Seems like Disney plans to manipulate consumer behavior through pop-up suggestions, under the guise of “improved customer experience.” Are you in line for a corndog at Casey’s? Guess what? it will be to YOUR benefit to eat at Cosmic Ray’s, which has no line right now! 60 minutes for 7 Dwarfs Mine Train? It’s only 25 for the Barnstormer! Some guests might find this sort of direction delightful, which I imagine will offer trickled-down benefits to those of us intent on following our own plans. I’m just fatigued on how often Disney drives me to my phone during a visit nowadays. Why bother even being in the parks if I’m staring at my phone and not the environment around me?