What’s New?
In response to backlash from guests, Disney (DIS) announced a flurry of new changes coming to Disney World.
Beginning next year, guests will no longer require a reservation to visit the Florida theme park. This will eliminate an unpopular pandemic-era policy that required guests to book both a ticket and a reservation for when they planned to visit. Guests will purchase a ticket for a specific date in a single step, without the risk of running up against an attendance cap.
Annual passholders will still need to make reservations under most circumstances. But the park plans to institute reservation-free “good-to-go days” for these guests, and has already opened the door to most Orlando parks for passholders visiting after 2 PM.
Additionally, Disney intends to bring back dining options and early theme park entry for guests staying at its resort hotels. These changes are all set to go into effect January 9, 2024.
Going Back
The decision to bring back these long-time perks for Disney guests was made by previous and current CEO Bob Iger.
Iger helmed Disney for 15 years, between 2005 and 2020, but was replaced by Bob Chapek during the pandemic. Chapek instituted a number of unpopular changes during his relatively short tenure. After sustained backlash from Disney fans, Bob 1 is back — and rolling back Bob 2’s changes.
Although Disney operates many businesses, its theme parks division is still one of its most lucrative and popular segments. But Disney World will only remain the Most Magical Place on Earth if guests consistently enjoy themselves and get their money’s worth.
More Changes Coming
Disney’s changes are a great example of customer feedback influencing the direction of a company. From a corporate viewpoint, requiring guests to reserve a park in addition to buying a ticket may seem like a small change. But to guests, small changes can make a big difference. And clearly, customers who speak their mind can make one, too.
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