Today, Disneyland’s Magic Keyholders are blocked out of the parks through the start of the year. It’s the first time Disneyland’s top-tier pass holders have not been able to spend the holidays in the parks. So, it seems a bit strange that today was also the day that Bob Iger sent a personalized form letter to D23 members (free and paid members) letting them know how special they are and how committed he is to exceeding their expectations.
Dear Dusty, As we approach the end of 2022, I wanted to take a moment to express my gratitude to the biggest Disney fans in the world – all of you. Disney is fortunate to have the most devoted and enthusiastic fans, and I was reminded of this a few weeks ago when I visited Disneyland Resort and attended the Candlelight Processional. It was invigorating to be surrounded by so many guests who make what we do possible. We love your passion for our company and your enthusiasm for what we create, and we will continue to do our best to exceed your highest expectations. As you know, next year Disney will mark its 100th anniversary. We are immeasurably grateful to the generations of fans all around the globe who have invited our stories and characters into their lives, and we look forward to celebrating the groundbreaking moments, the cherished memories, and the creative visionaries that made Disney the most beloved name in entertainment over the past century. During the coming year, D23 will launch a slate of exciting events to mark this historic milestone. More information can be found here. Looking at all the opportunities ahead, I can honestly say there has never been a better time to be a Disney fan. It is an extraordinary privilege to lead this remarkable company again, and I am so grateful for your continued passion for Disney. On behalf of all of us at The Walt Disney Company, I wish you a wonderful holiday season and a very happy and prosperous New Year. Best,
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Disney fans and tourists alike are feeling the pinch of higher prices, reduced offerings and quality, confusing apps, required park reservations, and longer-than-ever lines due to a poorly implemented paid front-of-line system. If the letter reads a bit tone-deaf, that’s because it is.
But we do have hope. Bob Iger means well, he just may not yet realize how broken the park experience is. We hope messages like this one get through to him and then on his next visit to Disneyland, instead of being escorted by Josh D’Amaro and corporate guides, that he attempts to experience Disneyland like a real guest. 1) Make a park reservation, 2) park in the structure, 3) wait for the tram, 4) Wait at the front gate, 5) Try to pull the park ticket up in the app and scan in at the front gate 6) figure out how to use the park app to either schedule lightning lane or wait in standby lines 7) Try to ignore frequent ride breakdowns and numerous maintenance issue 8) order food via mobile order or wait in long standby lines 9) try to find a spot to watch the nighttime spectaculars. We’re curious if he’ll find it all perfectly magical or unrelentingly exhausting.
There’s still magic at Disneyland Mr. Iger, but it’s harder and harder to access with all the hoops and hurdles that have been forced upon guests. There’s absolutely no reason or excuse for the blatant greed and unnecessary difficulty of enjoying a day of entertainment in the Disney parks. In an effort to wring every last dime out of guest pockets, much of the joy of the park experience has also been lost.
We hope Bob lives up to his commitment to “to exceed your highest expectations,” because the parks aren’t coming anywhere close to that commitment at the moment. Is it true that “there has never been a better time to be a Disney fan” as Bob asserts? Those sorts of platitudes fall flat at the moment and give us cause for concern.
We’ll continue to track the sentiment of guests regarding the park experience with monthly “Magic Meters” to track how you feel about the Disney Parks magic and see if improvements are truly being made.
The biggest gift Bob Iger and the Disney Parks team could give us for Disney100 would be a return to Walt’s platinum standard of always putting the guest experience first! Otherwise, all the amazing things planned for Disney’s 100th will be overshadowed by all the pain guests are feeling right now. Disney wants folks to spread the message of new magic, not the difficulty and expense of the current park experience.
UPDATES! Disneyland’s 100 Years of Wonder Celebration Details
Let’s Hear From You
Are you encouraged to hear from Bob Iger? Do you find it interesting that he reached out directly instead of having Josh D’Amaro do the honors? Do you find the timing of the message odd since today marks a day of great frustration for Magic Key holders? What steps must the parks take to truly “Exceed” your expectations?
