Phone call from Disney

[AnnieB]

Originally Posted by disneypars

After the problems we had with the cruise from Liverpool in July I emailed DCL guest services and after receiving a initial email response I received a call from the CM. She was absolutely lovely and the call lasted 75 minutes. Resolved the issues and discussed our shared passion for Disney (and whisky &#129347.

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Funny how Disney employ these people to chat on the phone all day, with the aim of making disgruntled customers feel more positive about Disney ...

... and then come up with the concept of Genie +, which has been so damaging to their brand image!

[duchy]

Originally Posted by Shifu

Reading that really surprised me.
If it wasn’t for people putting themselves forward and speaking up society would be very different. Whether the CM binned the results on putting the phone down, who knows, but to say ‘what’s the point?’ is so far removed from all I believe in…


I think I need a cuppa and a quiet sit down- politics at 7:25am isn’t ideal 😂

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I don’t know where you get politics from , it’s customer service 101 , give the customer a chance to moan , say all the right things with empathy , net result customer feels better but nothing changes. (And yes I’ve worked for Disney , it’s SOP)

I do agree with you that people should speak out about matters important to society, Afghanistan springs to mind , global warming ,other human rights issues, not so sure Genie and DME falls into the same category

[macdonald]

Originally Posted by duchy

I don’t know where you get politics from , it’s customer service 101 , give the customer a chance to moan , say all the right things with empathy , net result customer feels better but nothing changes. (And yes I’ve worked for Disney , it’s SOP)

I do agree with you that people should speak out about matters important to society, Afghanistan springs to mind , global warming ,other human rights issues, not so sure Genie and DME falls into the same category

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This is a Disney forum not somewhere you would discuss Afghanistan!

[dan223]

Originally Posted by KBRB

So my complaint has been logged and passed, They are aware of guest feed back. They hope that the new genie will lead to less time in line?!?!

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In theory if people using Genie itself then that should reduce the wait time for everyone, assuming it works well. But also having genie+ should also reduce the standby wait compared to fastpass so not as many people will be using it as there once was. The real winners are those that never used fastpass. The losers are those that planned well in advance and made full use of the fastpass system.

[KBRB]

Originally Posted by duchy

When you say you “sent a few” emails complaining , how many ?
In all honesty I don’t see the point of the call, it changes nothing except gave you a chance for a good moan

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Sure my first one was last year when my trip was cancelled and they refused to rebook it for this October. And the loss of Magic bands.

I went though a few people before ending up with the person that called me then. They offered me free magic bands at the time.

So i dug up said email and emailed them again sure enough the same person rang me back. I have nothing to lose from emailing and taking a 10 minute call.

Will it make any difference? probably not but im not about to vent on here without letting the people im mad at know. Just not my Nature im afraid if i have an issue i will act on said issue.

I wouldn't say i moaned at them, i just pointed out the loss of the ME hits international guests hard needing roaming data to order a lyft ect, that the genie is a huge up charge for 14 night bookings and they have slowly removed everything worth staying on site for to the point im going to cancel and how disappointed i was with them.

Maybe its my blind faith but i could hear the person typing as i spoke, so

1. they continued to do other stuff while talking to me.
2. They where writing it down and intend to pass it on.

Will it get to the next person and change anything, im not that stupid.

[duchy]

You actually don’t need roaming data to order Uber or Lyft from the airport. The free airport WiFi drops steeply as you step outside the doors to the pick up point but stand just inside and it works perfectly , there is enough WiFi to track the driver from the pick up point though even though it is outside.

I’m sure they documented your file with notes from the call and updated it.

Originally Posted by KBRB

Sure my first one was last year when my trip was cancelled and they refused to rebook it for this October. And the loss of Magic bands.

I went though a few people before ending up with the person that called me then. They offered me free magic bands at the time.

So i dug up said email and emailed them again sure enough the same person rang me back. I have nothing to lose from emailing and taking a 10 minute call.

Will it make any difference? probably not but im not about to vent on here without letting the people im mad at know. Just not my Nature im afraid if i have an issue i will act on said issue.

I wouldn't say i moaned at them, i just pointed out the loss of the ME hits international guests hard needing roaming data to order a lyft ect, that the genie is a huge up charge for 14 night bookings and they have slowly removed everything worth staying on site for to the point im going to cancel and how disappointed i was with them.

Maybe its my blind faith but i could hear the person typing as i spoke, so

1. they continued to do other stuff while talking to me.
2. They where writing it down and intend to pass it on.

Will it get to the next person and change anything, im not that stupid.

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[Pumba75]

Originally Posted by dan223

In theory if people using Genie itself then that should reduce the wait time for everyone, assuming it works well. But also having genie+ should also reduce the standby wait compared to fastpass so not as many people will be using it as there once was. The real winners are those that never used fastpass. The losers are those that planned well in advance and made full use of the fastpass system.

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The problem with that theory is that it doesn’t take into account the increase in visitor numbers since pre-fastpass days, overlooks the fact that if people want ride a ride, it can still only be loaded at the same rate, regardless of whether those people are in the lightning lane or standby queue, and is based on anecdotal evidence/perceptions that fastpass increased standby times by a large degree that doesn’t appear to be borne out by analysis carried out on the impacts.

It would be great if it is true, but I’m not certain it will be and feel it is simply being pushed by Disney as part of the myth that this move is all about improving experience.

[lollina]

Would you get a full refund though? The t&c's for my direct booking for next year didn't include free cancellation for any reason.

[dan223]

Originally Posted by Pumba75

The problem with that theory is that it doesn’t take into account the increase in visitor numbers since pre-fastpass days, overlooks the fact that if people want ride a ride, it can still only be loaded at the same rate, regardless of whether those people are in the lightning lane or standby queue, and is based on anecdotal evidence/perceptions that fastpass increased standby times by a large degree that doesn’t appear to be borne out by analysis carried out on the impacts.

It would be great if it is true, but I’m not certain it will be and feel it is simply being pushed by Disney as part of the myth that this move is all about improving experience.

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At the moment there is not fastpass, so it does take into account. Right now standby times are at similar wait times to what they were with fastpass, yet there are more people in the queue. Obviously if people are pushed in front of the standby queue with the fastpass it makes the standby wait longer. Overall the queue time is the same but your pushing more people through the standby line. The Genie app if as promised can help distribute people through the park and if less people pay for Genie + it keeps the standby line moving faster than it would otherwise.

Don't get me wrong I assume the main aim for Disney is a commercial one, but it will improve the standby queue.

[Pumba75]

Originally Posted by dan223

Right now standby times are at similar wait times to what they were with fastpass

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Right now is in no way representative of the parks operating in the same way they did pre-Covid.