Skyliner Reopening with Modifications & Upgrades
Walt Disney World’s Skyliner gondola system reopens today with modified hours following a week of downtime. This follows last weekend’s malfunction that caused cabins to smash into one another at the Riviera Resort station, resulting in aerial evacuations after some guests had been stranded for three hours.
We spotted the Skyliner testing all lines numerous times from Thursday through Saturday, but nothing particularly noteworthy. It was more or less how pre-opening testing went, with the cabins cycling for a few minutes and then stopping for a few minutes. As we noted in our Walt Disney World News & Rumor Round-up, ‘Resort Skyliner’ buses were operating in lieu of the actual gondolas, with signs up about the indefinite closure.
Prior to today, Walt Disney World hadn’t released any statements about the Skyliner since last Sunday; it was pretty much radio silence regarding the Skyliner for a week. The Skyliner has quietly opened today with a small notice on DisneyWorld.com about the reduced operating hours along with a new statement, both of which are below…
If we had to guess (and this is exactly that–a totally uninformed guess), the lack of subsequent communications could result from Walt Disney World, Doppelmayr, and other stakeholders in the construction and installation process (general contractor, subcontractors, etc.) playing the blame game over legal liability and culpability for the incident.
If Disney is confident that this incident was not caused by Cast Member error or improper operations of the Skyliner, but rather an installation or manufacturing error, that’s something that’ll be handled via litigation. Unfortunately, that doesn’t undo or correct the initial statements from Walt Disney World, which were handled poorly. The bungled communications efforts and follow-up messaging (or lack thereof) have probably amplified the problem, rather than minimized it.
Above is what you’ll see if you head to DisneyWorld.com to find out more about the Skyliner.
Below is the My Disney Experience pop-up message that appears in the app.
Here’s Walt Disney World’s statement:
“We know many of you have been looking for an update on Disney Skyliner and are glad to share that it has reopened to guests today. Following a complete review with the manufacturer, we’ve made adjustments to our processes and training, and we are improving how we communicate with guests during their flight with Disney Skyliner.
We again offer our deepest apologies to the guests impacted by the malfunction that resulted in extended operating delays on Oct. 5.”
“Similar to ski lift systems, Disney Skyliner may slow or come to some stops during the ride, particularly when we need to accommodate guests who require additional time to load their cabin. We want to assure you that the comfort of every guest is important to us.
As a reminder, Disney Skyliner connects Epcot and Disney’s Hollywood Studios to four Disney resort hotels: Disney’s Art of Animation Resort, Disney’s Pop Century Resort, Disney’s Caribbean Beach Resort (and the forthcoming Disney’s Riviera Resort, a Disney Vacation Club resort set to open Dec. 16, 2019).
We greatly appreciate your ongoing patience and understanding, and we look forward to welcoming you back aboard Disney Skyliner.”
Beginning today and continuing tomorrow, all Walt Disney World Skyliner stations will from 8 am until 10:30 pm. Unspecified system updates later this week will result in modified operating hours for October 16-18, 2019:
- October 16, 2019: The Disney’s Hollywood Studios line will be closed completely while the other two Skyliner routes will operate with shortened hours of 1 pm until 10:30 pm.
- October 17-18, 2019: All lines will have a delayed opening, operating from 1 pm until 10:30 pm.
As previously noted, our personal experiences with the Skyliner have been positive. We cover initial impressions in our Skyliner Gondola Review: Walt Disney World’s Most Magical Flight on Earth article, and subsequently used the gondolas for Extra, Extra Magic Hours at Disney’s Hollywood Studios and Epcot’s rope drop. We plan on doing the same again this coming week, and intend upon incorporating the Skyliner into a blog post about park opening at those parks.
Moreover, we have zero hesitations about riding the Skyliner going forward. We’ll be heading over to Disney’s Hollywood Studios and Epcot later today, taking a few rides on the Skyliner to see how smoothly operations are going. We’ll update you at that time with more photos, commentary, etc. from Walt Disney World’s new aerial transportation system!
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
What do you think of the Skyliner reopening? Are you satisfied with how Walt Disney World has handled this situation and communicated the nature of the closure with guests? Will you ride the Skyliner going forward? 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!
A few articles popped up today about the 911 calls from skyliner guests. Including the following from the orlando sentinel if anyone is interested.
https://www.orlandosentinel.com/business/os-bz-disney-gondola-911-tapes-20191018-vfwwmu2vxvc4bftkj5ahwiakmm-story.html
Bricker & Crew!
You do an amazing job!
DjB
What a great surprise! We came out of our room in Jamaica, Bldg 42 at Caribbean Beach this morning, and the Skyliner was running with passengers! Hopped on for a ride to Epcot and then over to Hollywood Studios and back to Caribbean Beach. Smooth rides each time, with only a few short stops along the way. It did quickly get warm inside the cabin when we were not moving, but otherwise, there was a nice breeze, and the temperature inside the cabine was very comfortable, despite high 80 degree temperatures outside. As we disembarked in the afternoon, they were announcing that the system would be shutting down and advising those in line to reach out to CMs for alternate transportation options.
We are headed to CBR in just under a month, for selfish reasons I hope this is all worked out by then and they are back to operating the full schedule. Definitely plan on using it. As a skier, it is shocking they’ve had this big of a hiccup. This isn’t exactly the moon landing…
We rode it earlier prior to the shut down. We loved it. Such a relaxing way to travel to and from Epcot and Studios. Less of a hassle than waiting for the buses. We plan to ride it again on or return trip in December.
We were on the Skyliner 10/2 and it ran flawlessly. We were on it again 10/4, the night before the accident and it was all backed up. There were intermittent problems and we were in the handicapped line, which took a very long time. After we got on (from EPCOT), we still had to wait to leave the station. They never said what the problem was , only that there was an issue and it would start up again shortly. We were held up numerous times as we made the journey towards Hollywood Studios. It was nighttime and pitch dark. At least it was cooler out. I assume that was the beginning of the problem. I would ride them again though, just not on a day I had to be anywhere important.
My partner and I are travelling from New Zealand to WDW in two weeks and I was so bummed that the Skyliner may not be running so I’m super pleased about this news! I don’t have any qualms about using it but still appreciate seeing lots of other people saying the same thing anyway haha.
I’m a little confused about why there are so many frequent stops. I thought the cars could be easily detached to accommodate people with boarding issues without slowing down the rest of the line. Any word on that? I heard that this kind of thing doesn’t happen at ski resorts and the like. Just curious.
A gondola “purposed” at a ski area still slows down if the users do not properly load/unload at the correct pace.
There are 3 tracks (in a way) Cable, load/unload, and a siding. Typically when the gondola car comes off the cable onto the load/unload track it moves at the right pace that allows occupants to unload/load. That is assuming they load at the correct pace. They will slow the load/unload track which in turn slows the cable to avoid a backup. This occurs at ski resorts as well, whether gondola car or chair lift.
I assume for ECV that they will pull a car onto the siding to load/unload the vehicle without slowing the other tracks. Once the ECV load/unload occurs it is put back on the load/unload track and on its way back to the cable.
Even with the months of testing, I feel like this was opened too soon. Looking at some of the photos/videos of the areas the gondolas pass over, there is shabby grounds work or a lack of grounds work, and the views of the construction, although interesting to some, is showing a raw side of the parks and resorts that I don’t think Walt or anyone hyper-sensitive to guest experience would have found acceptable. I feel like Disney has become lax in this department. I understand construction is inevitable, and is at an all-time high right now, but it’s exposing too much.
Agreed
I just stumbled on your website and was delighted to find an updated on the Skyliner reopening. However I can’t tell when it was written. Did the Skyliner reopen today, Oct 14? Would you consider putting the date in the heading of all your articles so we can tell how new or old the information is? Thank you for your consideration.
Yes, Skyliner reopened today, Mon Oct 14. There was no advance notice, it reopened this morning and the reopening announcement came this morning.
Tom, I second the request for a clearly visible publish date on blog articles, I have very often had to scroll down to the comments section of an article to try and figure out when it was written.
We’ve asked for that for a long time, Andy. Since many of Tom’s articles (i.e. restaurant reviews) are written, then updated at later times he chooses not to publish article dates. I think it would be easier with, but as you say you can scroll to the oldest comments.
Definitely looking forward to riding during our November trip – staying at Pop Century and excited to use it a couple of days at least! That being said, I do wish Disney had been a bit more transparent about what went on and what they’re doing to fix the issue.
If Disney thinks it was their own cast members’ fault, we will eventually know that (because Disney won’t sue anyone over it). If Disney doesn’t think it was their fault, then the dirty details will all come in court filings next year.
Probably caused by a guest that didn’t sit down or decided to”rock the car” to see what happened. I rode it from Oct1 to the day it crashed( was on the Studio spur at the time). I did extra early morning, noon, afternoon, and evening flights and had maybe 3 minimal stops. Won’t hesitate to to ride again. Thanks Tom, always value your opinion.
I got stuck for 40 minutes and my brother got stuck for the 3 hour tour. I can’t wait to ride it again. I do not want to take a bus from beach club to studios. I may not ride it in the best of summer if it’s stopping all the time still. But I’m there next week and I can’t wait to ride.
Rob, you do know you can walk the path or take a boat to the Studios from the Beach Club ?
Yes, you can still take the walking path from the Boardwalk area to DHS.
Rob,
Beach Club isn’t 1 of the Skyliner stops, but like others stated, you can walk or take the boat to HS. No need to take a bus.
Tom,
I enjoy reading your blog but I’ve always wondered just how often do you travel to Disneyworld?
It seems like you are always there,as though you live there.
Sorry for the off-point question but you always seem to be on top of the latest info firsthand.
Ask for something? Seriously?
I know right? Selfish whiny baby syndrome strikes again.
Charlotte and Brian. Tom Bricker and Pete put it perfectly.
You get the wrong order at a restaurant and you don’t say anything ?
An item you buy that is marked on sale comes up at double the price and you just pay ?
Inexperienced travelers might not be aware that it’s pretty common for resorts (and other businesses) to compensate guests when either A) Something goes wrong, or B) The amenities promised when booking aren’t actually available. For example, if you book a hotel based on its highly marketed swimming pool, but the pool is unexpectedly shut down for the duration of your visit, you’d be a fool NOT ask the hotel for compensation (at a hotel with excellent customer service, you wouldn’t even have to ask). Most hotels would offer something — either a rate reduction, comp’ed night, or credit towards some other amenity. (Note: it’s different if the pool was already scheduled to be closed BEFORE you booked).
When people booked their rooms at Skyliner resorts, they paid a premium because the Skyliner amenity is now “baked in” to WDW room rates. I’m not sure if reduced hours/availability for the Skyliner is a significant enough inconvenience for Disney to decide to offer compensation, but there is literally no harm in asking.
As a non-hospitality industry example, I call my credit card company each year and politely ask if they can waive my annual fee. Usually they do it — and often they also give me some sort of bonus offer. But they would NEVER have offered if I didn’t ask.
Agree with Pete.
I’d also add that customers with low expectations or who are willing to accept whatever is handed to them are what allows businesses (all of them, not just Disney) to make cuts, worsen the guest experience, etc. It’s a vital role of rational consumers to hold businesses accountable. In essence, it’s a ‘check and balance’ of free-market capitalism.
Soooo… If I go to a restaurant and the dish I specifically went there for is not available, does that mean I get a discount on the rest of my meal? I go to a sporting event and my favorite player I went to see is out of the line up, do I get a free hot dog and beer?? I go to a play and the lead actor is sick, with someone else standing in for him / her, do I get free tickets to a different show???
Stop the feeling of entitlement and understand that life is out of your control and sometimes $hit happens. Yeah, if you were DIRECTLY impacted (ie, people stuck on the skyline for three hours), then the right thing to do is throw out some freebies. But if during your future vacation the skyliner is down, which impacts .003% of your entire vacation experience, all of sudden your vacation is ruined? And you need to be compensated? Sure, go ahead. Ask for something. But don’t be surprise if the answer is… to put it nicely… no.
And just out of curiosity, since people pay a premium at the monorail resorts, if the monorail is down, do those people get comped somehow?
Pete, what do you give as the reason for them to waive the annual fee to the credit card company? YOu say it works each year. I’m sure they track that in their records, yet continue to do it? Sounds great! What words, reason do you use?
Thanks in advance.
TPG it’s really not about entitlement at all — it’s about assertiveness and understanding your value as a customer. Your examples aren’t direct comparisons. For the ballgame example, a better comparison would be if you purchased a ticket that included free parking, but then the lot was full. Or at a restaurant, if you’d pre-purchased a pre-fixe menu but some of the promised items weren’t provided. In either case the providing entity will often “make good” to ensure you have a satisfactory experience, but only if you ask.
As for the theater example, I personally attended a play years ago at a high-profile theater company but had my view partially blocked by a tree that was part of the scenery (my tickets weren’t marked as “obstructed view” seats). I sent an email later to mention my dissatisfaction, and the theater company not only refunded my purchase but sent me two free tickets to a future play (value close to $100/each). They also thanked me for letting them know, and made adjustments to the set. I never felt entitled to any of that — I just wanted to speak up for myself and for other customers in the same boat. And guess what? After what initially left me with a bad taste in my mouth about the theatergoing experience, I became an enthusiastic supporter and repeat visitor to that theater company. That’s what customer service is all about, but it takes communication from both sides (customer and proprietor) to make it work. But if you feel fine with just gutting out bad experiences with a “grin and bear it” attitude, that’s your prerogative.
Julia, a lot depends on the card, issuing company, benefits, and your account status. But here’s a site with some tips I’ve used. https://creditcards.usnews.com/articles/how-to-get-your-credit-card-annual-fee-waived
Tom, Do you know if ECV’s are allowed on the skyliner.
Yes, there is a separate loading area. You can drive it right in. No transfer necessary.
ECV user comment: I rode today for first time. At Epcot, I entered thru handicapped area. Skyliner then joined regular que. I had to disembark at Caribbean Beach to continue to Pop. CM standing by handicapped entrance, directed me to the regular line. He made some comment that ECV could go in regular line. When I reached the CM at point to get on – he almost made me go back. And seemed really annoyed that I was sent in regular line. But he was able to stop Skyliner to allow me to board. Seems like CM’s are still a little confused on ECV issues. But the ride was outstanding!!!
Was there last week, arrived day after it closed. Would have ridden it that day if it had reopened. Booked another trip in January, staying at Rivera…just for the Skyliner.
Absolutely joe, the worst that could happen is that they say no. A gift card or extra fast passes would be appropriate.
Bummer. We’re arriving the 16th. Would it be worthwhile trying to ask for something in return for Skyliner not operating fully? I picked the hotel because it is on the skyliner route
I agree. I’m arriving next week and staying at Pop. (DVC member so first time staying at value ). I picked pop for a long weekend trip specifically for skyliner as well. Like Wes said , doesn’t hurt to ask. I would have picked All Star resorts to save more money if skyliner wasn’t there. So if they give you a small gift card or something , then I’d take it
If it will actually impact your vacation, I’d request something upon arrival or to be relocated to another resort.
Explain that you booked the trip with the expectation that this advertised amenity would be available and are paying a premium to use it (because you are) and now won’t be able to for rope drop (or whenever).
I don’t think that’s an unreasonable in the least.
It’s not logical to ask to be relocated to another resort… what would that be? Alls Stars? Another Value resort that has no Skyliner at all? Or an upgrade to a Epcot/DSH resort area (that would be very unlikely… not?)… I would just say that you expected the Skyliner to be fully operational and you booked Pop especially for this. Probably you will be financially compensated? However I think that Disney will for sure soon put a note in the conditions that the Skyliner can be down any time. (even though they calculate it in the price of the resort, you can’t really proof it).