Computer Crashes for 30 Minutes, Chaos Ensues at Disneyland Main Entrance?

[CaptinEO]

This reminds me how when rides would break down even 3-4 years ago they'd give everyone fast-passes upon exiting the ride or queue.

If they can't get the computer system up or have a good work around they need someone out there passing out water and snacks. Just something to show appreciation to their customers for inconveniencing them.

It was a 30 minute downtown this time, but now with 7000 new layoffs how common will this be? What if it was 3 hours?

2020s Disneyland fans may be used to putting up with this stuff, but remember this was once Walt Disney's park that was founded on extraordinary customer service.

Remember visitors to the park are called guests, how would you treat a guest in your place if things weren't going as planned?

Thank you for getting it!

I was starting to think I was typing in Swedish or something and no one could understand.

I think people here are only used to current Disneyland. The bar has been lowered in many ways.

My family would go to Disneyland annually and very rarely six flags or knotts, because it was a nice place to take your family and had great customer service.

In today's world many people say Knotts is ran better than Disneyland.

 

[Sailor310]

Back to evacuations, if they directed right side of the crowd to Frontierland, those in back out through Adventureland, those on the left out towards Splash Mountain, they could have gotten folks clear pretty quickly.
Also, I'm happy but surprised some of the building didn't burn.

 

[CaptinEO]

Back to evacuations, if they directed right side of the crowd to Frontierland, those in back out through Adventureland, those on the left out towards Splash Mountain, they could have gotten folks clear pretty quickly.
Also, I'm happy but surprised some of the building didn't burn.

 

[Sailor310]

LOL. Sorry! I jumped from reading the Murphy thread a minute ago and forgot where I was.

 

[CaptinEO]

Someone expressed concern a few pages back(TP?) about getting folks away from this giant tower of flame. I was just thinking about how wide the pathways were leaving New Orleans Square as long as everyone didn't panic and try to squeeze out through Adventureland.

Oh! This is the computer crashing thread.

 

[Sailor310]

Oh! This is the computer crashing thread.

My bad.

 

[CaptinEO]

My bad.

I just like taking any excuse I can to post that image.

 

[Sailor310]

I just like taking any excuse I can to post that image.

Such a great movie. I might have to go watch it again.

 

[Skip]

I'm a bit surprised how many people are defending Disney's reaction to this issue. I have to agree that the protocol should have been to just allow folks entry to the park if they can show any proof of admission media (which they should have on their phone).

Would it cause Genie and reservation issues? You bet, but instruct folks coming in that they'll need to exit and scan-in later to reactivate Genie if the are having problems. The alternative was this cluster, which is the opposite of what I'd expect to happen. When you have issues with your tech infrastructure, you bend over backwards to serve your guests, some of whom may not have the luxury of just shrugging off 30 minutes of valuable park time.

 

[chadwpalm]

I'm a bit surprised how many people are defending Disney's reaction to this issue. I have to agree that the protocol should have been to just allow folks entry to the park if they can show any proof of admission media (which they should have on their phone).

Would it cause Genie and reservation issues? You bet, but instruct folks coming in that they'll need to exit and scan-in later to reactivate Genie if the are having problems. The alternative was this cluster, which is the opposite of what I'd expect to happen. When you have issues with your tech infrastructure, you bend over backwards to serve your guests, some of whom may not have the luxury of just shrugging off 30 minutes of valuable park time.

It's a lot more than that. Disney as a company needs to know how many people are in their parks for financial tracking, trends, security (tracking entries to turnstyle exits to see how many people are trying to cheat the system). This stuff is more important to them than inconveniencing people for 30 minutes, though I think they should have at least thrown people a bone like giving them a couple of multi experience lightning lane passes or something. At least then they'd feel like they've gotten some wasted time back.

As much as we bash Disney on these and other forums, and as much as Disney might be hurting in other areas of their business, parks fan loyalty is still pretty high. People are still coming to the parks at high rates, magic keys sold out in less than a day of re-offering, and most of the people I saw when I was there were all wearing various Disney/Marvel/Star Wars paraphernalia. I don't think a short entry glitch is enough to convince them they will lose people coming to the parks.

 

[Skip]

It's a lot more than that. Disney as a company needs to know how many people are in their parks for financial tracking, trends, security (tracking entries to turnstyle exits to see how many people are trying to cheat the system). This stuff is more important to them than inconveniencing people for 30 minutes, though I think they should have at least thrown people a bone like giving them a couple of multi experience lightning lane passes or something. At least then they'd feel like they've gotten some wasted time back.

As much as we bash Disney on these and other forums, and as much as Disney might be hurting in other areas of their business, parks fan loyalty is still pretty high. People are still coming to the parks at high rates, magic keys sold out in less than a day of re-offering, and most of the people I saw when I was there were all wearing various Disney/Marvel/Star Wars paraphernalia. I don't think a short entry glitch is enough to convince them they will lose people coming to the parks.

I completely understand why Disney would prefer not to open the turnstiles in this situation. I'm saying that as a customer-centric company known for their stellar service, they should have elected to forgo their stat tracking during this period and let folks in. They made the wrong choice.

I also agree that this incident is unlikely to turn consumers off of Disney. That doesn't mean it wasn't a poor decision that adds to an increasing pattern of anti-guest policies.

 

[Vegas Disney Fan]

I don't think a short entry glitch is enough to convince them they will lose people coming to the parks.

Depends on the guest and situation, as an AP I’d have grabbed a Starbucks, went shopping in DTD… missing a half hour (or even a couple hours) wouldn’t phase me in the least. If it was my first time at DL though, or I was someone who only goes once every year or two, it might be the final straw that prevents me from ever coming back, they likely prevented some fake ticket (which only cost theoretical money) and lost hundreds of real dollars on every person that decides it’s not worth coming back.

 

[TP2000]

LOL. Sorry! I jumped from reading the Murphy thread a minute ago and forgot where I was.

It happens to the very best of us every once in awhile!

 

[TP2000]

Depends on the guest and situation, as an AP I’d have grabbed a Starbucks, went shopping in DTD… missing a half hour (or even a couple hours) wouldn’t phase me in the least. If it was my first time at DL though, or I was someone who only goes once every year or two, it might be the final straw that prevents me from ever coming back, they likely prevented some fake ticket (which only cost theoretical money) and lost hundreds of real dollars on every person that decides it’s not worth coming back.

I agree.

If I was still a local AP and was there on my own, I'd have left the Esplanade drama and gone to Downtown Disney to look at weird, overpriced art at Wonderground Gallery drawn by young artists clearly under the influence of something that they got that out of the Enchanted Tiki Room. Or maybe I'd have one of those delicious lamb burgers at Uva Bar again. And I'd be fine, personally.

But if I was standing there with my young nephews visiting from out of state on school vacation and trying desperately to be the cool uncle? Or if I was a plumber from Boise staying at the Park Vue Inn Motel who had been saving for the past 8 months to take the wife and kids to Disneyland for 2 days and my kids were wearing their special Disneyland outfits for photos? Or if I was a lawyer from Phoenix who had overpaid for two Concierge rooms for my family at the Grand Californian and had a 2pm reservation at Bibbidi-Bobbidi-Boutique? I'd be furious!

So... let me get this straight. Disneyland is fully operational and everything is working inside there, two feet past the inoperative screen and the silent CM at the turnstile that still turns. I can even see the Disneyland Railroad trains arrive at the Main Street train station every 7 minutes, and the App says that all rides are operational and the Dapper Dans are performing at Coke Corner right now and the 3 o'clock parade is starting at 3 o'clock. And Disney made me buy my tickets in advance and make an online reservation to be there on this day, ready to go. But now their little bing-bong machines at the turnstiles don't work and so you won't let me in to the operating theme park I already paid for?

That's totally unacceptable for that technical failure on their part to last any more than 10 minutes on my part.

 

[Vegas Disney Fan]

Or maybe I'd have one of those delicious lamb burgers at Uva Bar again. And I'd be fine, personally.

I have bad news for you… UVA closed last week .

 

[TP2000]

I have bad news for you… UVA closed last week .

I know! Luckily, I moved out of state, so that bad news landed softer than it would have normally.

I just have to trust that whatever takes over that space has a good bar burger. The lamb burger at the Uva Bar was wonderful. Such a nice respite and upgrade from whatever the hockey puck things they were serving as "burgers" at Tomorrowland Terrace.

 

[chadwpalm]

Depends on the guest and situation, as an AP I’d have grabbed a Starbucks, went shopping in DTD… missing a half hour (or even a couple hours) wouldn’t phase me in the least. If it was my first time at DL though, or I was someone who only goes once every year or two, it might be the final straw that prevents me from ever coming back, they likely prevented some fake ticket (which only cost theoretical money) and lost hundreds of real dollars on every person that decides it’s not worth coming back.

I completely agree with what you and others are saying. I'm just playing devil's advocate.

I'm a vacationer that goes once or twice a year, so it probably would have annoyed me, but given that it happened at 11:30am I would have already been in a park as I like to arrive early, especially if I'm only there 1 or 2 days and want to maximize my time. If I'm there for 3 or more then it wouldn't matter as I've already planned to take it easy over those days anyway.

Given the lines I assume many were either late risers, in the middle of park hopping (that starts at 11am now, right?) or magic key holders showing up later in the morning. If you are a late riser, then you've already missed 3-1/2 of park time by then and 30 minutes extra probably wouldn't have mattered too much.

 

[MarvelCharacterNerd]

a customer-centric company known for their stellar service