Between the high prices and poorly managed crowds and clunky reservations systems, Walt Disney World (WDW) is suffering from a social sentiment crisis. On...
High prices and long lines are taking the magic out of the Magic Kingdom and Disney’s other Florida properties for some.
“Many cast members have become condescending and outright rude,” adds Katy Dean, a mother of six and a contributor to the website New Orleans Mom. “During my last visit, cast members were also on their cellphones and disengaged from guests, and one was dripping with attitude when we had a misunderstanding.”The complaints are adding up. In June, the fumbled reimagining of Splash Mountain left fans deflated.
Another wait-reducing strategy involves dispersing guests to more rides and attractions, including a second daily Festival of Fantasy parade that began at the Magic Kingdom in May. A promised 14-acre park expansion—announced in early 2024 as part of a $60 billion, 10-year investment plan—should also help, but details remain thin.Not all changes meant to help with lines have been well received.
Testa praises many of the changes—and has seen the needle move a bit on customer satisfaction—but remains skeptical that Disney is doing enough to make the parks affordable to families. “Disney has long been willing to sacrifice a certain number of positive ratings for a certain amount of revenue,” he says, pointing to the persistence of fixed-price menus as a prime example.noted that guest experience ratings were improving in every park.
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