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Disney Genie, Genie+ officially introduced along with confirmed details of how it will work

Epcot82Guy

Well-Known Member
Christmas because of G+.

Universal 1.jpeg


;)
 

wdwmagic

Administrator
Moderator
Original Poster
Good luck getting a refund on your individual LL purchases when the ride goes down. Bought one for Rise and the ride went down. This was the only time the entire trip we had scheduled for HS with a 16 month old and a pregnant wife, so no rescheduling worked for me. Had to argue at guest relations for 15 minutes with the extremely rude cast member just consistently and condescendingly quoting the T’s and C’s at me (which she was wrong, nothing in the emailed T&C’s I got stated it would not be refundable).

When I pointed out that Disney had issued a statement to the Orlando Sentinel stating that they would give refunds in this case, she told me “it must not have been from a real Disney employee.” I’ve gotten better customer service from a mall hawker. So many people were in there getting Rise LL refunds it was a joke. A lot of folks complaining saying the company no longer cares and they’re not coming back.

I recognize cast have a hard job, and never in over a decade of coming here have I ever negatively reported a cast member by name. Today, I did. Her attitude and demeanor was that bad and that rude, especially when she said “are you sure you want me to refund this - you will not be able to ride Rise once it comes back up if I process this recovery action.” No, after I’ve had to argue with you for 15 minutes I’m not going to miraculously change my mind to help your metrics.

Also, since when do managers not come out when you ask to speak to them? The entire time I was at guest relations there was a stream of CM’s going back after a guest requested to speak to a manager, but not once did one come out to speak to a guest. That is pitiful and embarrassing for a company that once prided itself on customer service.
I find it incredible that they try to resist the refund and didn't consider this before going live. It is obvious that many people, such as the example you describe, are genuinely due to a refund for a something that was not delivered. Disney can't have it all ways. If they are going to sell access to a specific attraction, they need to deliver it. I think there should even be the consideration as to what happens if the specific attraction isn't operating at 100% show quality. What happens if you miss the pre-show for Rise? Not worth $15 that's for sure.

Sorry you had a rough time. Things should be better than that.
 

ImperfectPixie

Well-Known Member
I find it incredible that they try to resist the refund and didn't consider this before going live. It is obvious that many people, such as the example you describe, are genuinely due to a refund for a something that was not delivered. Disney can't have it all ways. If they are going to sell access to a specific attraction, they need to deliver it. I think there should even be the consideration as to what happens if the specific attraction isn't operating at 100% show quality. What happens if you miss the pre-show for Rise? Not worth $15 that's for sure.

Sorry you had a rough time. Things should be better than that.
Agreed. This Disney seems like a complete 180-degree turn from the Disney of just a few years ago.
 

jpeden

Well-Known Member
In the Parks
No
I find it incredible that they try to resist the refund and didn't consider this before going live. It is obvious that many people, such as the example you describe, are genuinely due to a refund for a something that was not delivered. Disney can't have it all ways. If they are going to sell access to a specific attraction, they need to deliver it. I think there should even be the consideration as to what happens if the specific attraction isn't operating at 100% show quality. What happens if you miss the pre-show for Rise? Not worth $15 that's for sure.

Sorry you had a rough time. Things should be better than that.

Agreed. This Disney seems like a complete 180-degree turn from the Disney of just a few years ago.

100% agree. I told the cast member 5 years ago this wouldn’t have been an issue and it would have been a refund and what else can we do? Now it’s treated as an inconvenience that you dare ask for them to deliver the product.

I am going to try and sneak on around 8:30 after my 16 month old goes to bed if the wait times go down. We shall see what happens but I’ve been waiting to ride this since it went live and today was just a disappointment all around.
 

Cesar R M

Well-Known Member
I’m not sure if this has already been posted, but it seems Genie is calculating the ADR booking window incorrectly.

Lots of reports of people being told they can book now when they are still over 60 days from check-in. Only to be taken to the ADR booking page to find they can’t.

Instead of calculating 60 days out and for length of stay, it’s calculating it as (60 days + length of stay) before check-in. Classic misconception but now “official”.

🤦🏽‍♀️
Seems like Disney Genie is the opposite of those TV ads.
Instead of "making things easier". They just add an idiocy amount of complexity.
 

JakeAZ

Active Member
I find it incredible that they try to resist the refund and didn't consider this before going live. It is obvious that many people, such as the example you describe, are genuinely due to a refund for a something that was not delivered. Disney can't have it all ways. If they are going to sell access to a specific attraction, they need to deliver it. I think there should even be the consideration as to what happens if the specific attraction isn't operating at 100% show quality. What happens if you miss the pre-show for Rise? Not worth $15 that's for sure.

Sorry you had a rough time. Things should be better than that.
It's almost as if they should have thought things through before selling access to a ride with chronic downtime.

If it's down when your IA$ is called, it should be an automatic refund. If the IA$ line is ridiculous because of downtime prior to your ride, you should be able to request a refund in the app. A true refund! Not a Disney GC.

We shouldn't be forced to hang around in HS all day with the hopes one ride comes back online.

With G+ and an IA$ for ROTR, you should be able to knock out HS by early afternoon and hop to another park. Especially since HS has no true nighttime show right now.
 

Lirael

Well-Known Member
Ironically, if they had just added Rise to G+ for now they could get away with the downtimes since G+ is not a promise you'll get the specific lines you want, despite paying up.
 
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lazyboy97o

Well-Known Member
The issue of Individual Lightning Lanes refunds not only shows Disney’s lack of concern for the guest experience but also for the employee experience. There’s absolutely no reason the system could not have been designed to wait to process payment until the pass was redeemed or timed out with automatic refunds if the attraction went down and the pass was never redeemed. Getting refunds is now a hassle for guests but also a variety of Cast Members who have to deal with the anger and frustration of guests. Even if Disney has a clearly communicated and easy to provide refund policy, it would still be an unnecessary additional burden placed on Guest Services.
 

Jeff4272

Well-Known Member
I don't know how many people would buy it, but that's irrelevant. Disney already offers such a program with the VIP Guided Tour. Why would they offer or even consider a cheaper more accessible option? The difference in function between what you are suggesting (the Uni Express Pass system) and what the VIP Tour offers is pretty small but Disney would make a ton less money by offering that - so why cannibalize their own product?

You want unlimited, on demand Fastpass? Buy a VIP Tour (at least that would be Disney's prospective).
Ummmm. It’s called scale? Let’s say they sell 100 VIPs for $4k a pop, that’s $400k. Let’s say they sold 10,000 (20% of daily admission to MK) for $200 a pop that’s $2mm.

what would you prefer as a Disney executive?
 
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Jeff4272

Well-Known Member
Well, that wouldn't be what Universal does then, would it?

Because if it was, they'd be extending this benefit to everyone staying in a moderate or deluxe resort as well as charging separately for people who don't and yeah, that kind of volume would definitely gum up the works of some attractions.
Really? Please read what your wrote. That’s exactly what universal does
 

wutisgood

Well-Known Member
The amount of corporate bootlicking in the reddit thread on price increases is so sad and why Disney feels confident on raising the price. People have just given up on corporations actually investing or caring about guests as a means to increase profits long term. At least universal is at least trying or realize the hole Disney has given them for easy money.

The whole reason for the "labor shortage" is people finally knew they could and should have better options for work. People need to be willing to change habits on vacations and not reward bad behavior. If the economy tanks Disney is going to get real screwed.
 

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