Disney's Over-Reliance on Smartphones

[CaptinEO]

I love technology and my career is in technology. But there are good and bad implementations of technology.

Giving someone an option to place an order online is fine, most restaurants do this.

But making you show up and wait 15-20 minutes after your return time is crazy and no good restaurant does this.

Making you plan out when to buy a drink or food item hours in advance is also nonsene. The human body doesn't work that way.

Next you will need to reserve a bathroom slot 4 hours in advance.

 

[el_super]

But making you show up and wait 15-20 minutes after your return time is crazy and no good restaurant does this.

That's not a technology problem. That's a capacity issue. As long as the park stays busy, capacity will have to be doled out appropriately.

 

[DavidDL]

...

But making you show up and wait 15-20 minutes after your return time is crazy and no good restaurant does this.

...

I definitely found it strange on my last visit (when ordering from Red Rose Tavern) that even though I went through the trouble to plan and pay in advance for a meal there, that I still had to physically arrive and let them know I had via the app, just so that they could even begin looking at my meal order and begin making it at all. I ended up waiting an amount of time akin to what I would have normally waited in standby (before the mobile order push) for the food to be ready for pickup. So I went through all the trouble just to, instead of waiting in one spot, wait in another. I also managed to keep my wait time for the food "normal", unlike all the poor souls who didn't think to book their burger in advance. Yay, I guess? Did I actually gain something? Or did I just do more work than usual to keep my queue time the way it used to be? I guess I was technically allowed to order my meal without having to be physically present, which is neat.. until you realize that everyone else in the park needs to do it too and has nothing to deter them from doing so, which would have evened the load around the park before.

What mobile order is supposedly supposed to do (anywhere else), is grant you the ability to just walk up at your chosen time, grab your food, and walk out. I don't think Disney currently has the infrastructure or amount of hired CMs in place to do this (since those meal trays take up a lot of space). At least, they didn't this past summer.

 

[Robbiem]

As someone who would be an overseas visitor I would be put off if I had to use a phone on vacation. Roaming fees etc quickly add up and the hastle of having to pay for a local sim etc isn’t something I’d want to do just to visit Disneyland. Being able to enjoy myself without a phone is part of what makes a vacation a vacation for me.

 

[DrAlice]

That's not a technology problem. That's a capacity issue. As long as the park stays busy, capacity will have to be doled out appropriately.

Please refer to the previous post by @truecoat and explain where there is a capacity issue.

I'll wait.

 

[DavidDL]

Please refer to the previous post by @truecoat and explain where there is a capacity issue.

I'll wait.

First hand accounts, photographs, the same complaints being brought up across multiple Disney fan sites/news outlets and any amount of statistical evidence isn't enough to convince some people that others might be having a their experiences impacted negatively. To them, it's just not happening in the parks.

..or it didn't happen to them, which means it can't be happening to anyone else.

 

[el_super]

Please refer to the previous post by @truecoat and explain where there is a capacity issue.

I'll wait.

The Tiki Juice Bar went mobile order only back in 2019 to keep people from gathering in the lanai and in the path into Adventureland They didn't want people blocking the path because there wasn't enough room. That's been the policy for a long while now, so yeah, it might not seem like it make sense in the individual instance, but as others have said, if they made one exception, the place would go back to being packed and un-managable again.

Just as before: if the slots are selling out two hours in advance, then there's just a lot of demand for dole whips. That again points to the parks being really busy,.

 

[el_super]

First hand accounts, photographs, the same complaints being brought up across multiple Disney fan sites/news outlets and any amount of statistical evidence isn't enough to convince some people that others might be having a their experiences impacted negatively. To them, it's just not happening in the parks.

..or it didn't happen to them, which means it can't be happening to anyone else.

You're still missing the point. The point isn't whether or not the experience has been negatively impacted, but whether it's related to the mobile app. It's not. Mobile order has worked flawlessly in the past and it's not really the issue here. The issue is one of capacity. Mobile ordering isn't going away, it's going to expand.

 

[DrAlice]

The Tiki Juice Bar went mobile order only back in 2019 to keep people from gathering in the lanai and in the path into Adventureland They didn't want people blocking the path because there wasn't enough room. That's been the policy for a long while now, so yeah, it might not seem like it make sense in the individual instance, but as others have said, if they made one exception, the place would go back to being packed and un-managable again.

Just as before: if the slots are selling out two hours in advance, then there's just a lot of demand for dole whips. That again points to the parks being really busy,.

Just within days of TODAY (not 2019), @truecoat has a picture of a group of cast members doing nothing and refusing to sell a Dole Whip to a customer willing to give them money. They weren't furiously making Dole Whips for people that had mobile ordered. They were doing nothing. Yet you are still trotting out the "parks are too busy for you" argument. I honestly can't tell if you gaslighting or if you actually believe your own arguments.

 

[DavidDL]

Just within days of TODAY (not 2019), @truecoat has a picture of a group of cast members doing nothing and refusing to sell a Dole Whip to a customer willing to give them money. They weren't furiously making Dole Whips for people that had mobile ordered. They were doing nothing. Yet you are still trotting out the "parks are too busy for you" argument. I honestly can't tell if you gaslighting or if you actually believe your own arguments.

Capacity is really a moot talking point in these instances, too. For the first time (ever?), Disney is (apparently) actively taking steps to control capacity levels. Reservations book up, tickets sell out and Disney (supposedly), is using this data to decide what their staffing levels should be.

Yet, despite this, the lines are longer and more confusing than they've ever been to get a food or drink in certain locations. It's easy to just assume that demand for the parks is at a fever pitch, which, whether it's true or not, is irrelevant when you consider Disney is exercising more control than ever before over how many people come into the park at once.

Side note; I wouldn't give much weight to the words of individuals who don't spend enough time on the ground, or are paid for that time, regarding current happenings in-park.

 

[DrAlice]

Side note; I wouldn't give much weight to the words of individuals who don't spend enough time on the ground, or are paid for that time, regarding current happenings in-park.

Oh, I don't. I've managed to do a pretty good job of laughing to myself for the last 12 pages of this thread. I guess I just couldn't keep it to myself any more. Let's blame the pain meds (I'm nursing an injury at the moment).

 

[aaronml]

Others have already said this, but worth reiterating. Mobile Order is essentially FastPass for food.

If few people use it (as was largely the case pre-COVID; MO not FP), it isn’t that bad.

If tons / the majority of people use it, it becomes a nightmare both for those who use it (scarce availability, booking hours in advance), and those who don’t (due to crazy long standby lines).

Making QSRs 100% mobile order also doesn’t fix the problem. Because of how “easy” it is to place a mobile order, more people will place mobile orders than would have otherwise waited in the traditional standby line to purchase food.

Theoretically, if Disney were to significantly increase capacity at their QSRs, Mobile Order wouldn’t be as bad, but that doesn’t seem to be happening.

Honestly, the best thing for Disney to do (IMO) is do a full reset. Suspend Mobile Order across the resort, and then gradually reintroduce it in a way where it only uses a small portion of QSR capacity, like pre-COVID.

This would be similar to the suspension of FP post-COVID to (among other things) get people used to waiting in standby lines again.

 

[smooch]

Well based on the previous posts about the Dole Whip experience I am very very disappointed. Especially given the fact that people are claiming capacity issues when they are handing out 3 Dole Whips in 5 minutes. I haven't worked in a restaurant as high capacity as Disneyland but I could never imagine turning away customers when the staff are waiting behind the counter doing nothing, I would get in so much trouble turning people away and having the staff continue to do nothing and wait around. As for the accommodating requests, again I haven't worked in somewhere as high capacity as a theme park but the sushi restaurant I worked at is constantly packed and has been since it opened when I started working there as the original staff team, but I can't imagine telling people we will not accommodate their requests. Even during peak hours on a Friday / Saturday night when there was a 2+ hour wait to get a table we would never tell someone no to a customization request, that is genuinely unheard of to me. ESPECIALLY if it's asking someone to omit a single item from an order, that would be a no brainer.

These policies Disney have created are definitely anti-consumer in the most ridiculous way possible. Sure, I can understand not accommodating a request to prepare a dish differently during a rush that would slow the line, but not being able to take onions off a hot dog is such a stupid thing that no guest should have to deal with. As others said I know Disney is not supposed to end a question / request from a guest with "no" without offering alternatives, I get that can be a lot for a CM to handle but telling people they MUST have their hot dog with onions during a slow ordering hour or telling people no they MUST order their Dole Whip 2 hours in advance is so insane to me. Not even offering an alternative, just telling someone no you have to do this on the app and come back in 2 hours when you might not want a Dole Whip anymore is just upsetting guests with no benefit. I guess it's letting Disney staff less people behind the counter to cut costs at the cost of the guest experience. I have no clue why at the point we're in pandemic-wise and otherwise that they can't open standby lines for ordering the way they have worked for decades.

Disney is slowly changing every system at the park for the worse, when people say they can go to the parks and ignore the new additions and only experience the classics and enjoy their day that gets increasingly difficult to do when you have to follow all the crazy systems Disney has added / changed that makes it hard to do anything at the park without frustration / hours of planning ahead. I want to walk up to a counter and buy a Dole Whip and enjoy it while I walk around when I want to, I don't want to plan 2 hours ahead for a snack, if I wanted that experience I would go to Disney World where everything is planned in advance.

 

[drizgirl]

Others have already said this, but worth reiterating. Mobile Order is essentially FastPass for food.

If few people use it (as was largely the case pre-COVID; MO not FP), it isn’t that bad.

If tons / the majority of people use it, it becomes a nightmare both for those who use it (scarce availability, booking hours in advance), and those who don’t (due to crazy long standby lines).

Making QSRs 100% mobile order also doesn’t fix the problem. Because of how “easy” it is to place a mobile order, more people will place mobile orders than would have otherwise waited in the traditional standby line to purchase food.

Theoretically, if Disney were to significantly increase capacity at their QSRs, Mobile Order wouldn’t be as bad, but that doesn’t seem to be happening.

Honestly, the best thing for Disney to do (IMO) is do a full reset. Suspend Mobile Order across the resort, and then gradually reintroduce it in a way where it only uses a small portion of QSR capacity, like pre-COVID.

This would be similar to the suspension of FP post-COVID to (among other things) get people used to waiting in standby lines again.

But there must be some reason they're doing 100% mobile order. Because they are strongly motivated by profit, and it can't be profitable to be selling less food. The only thing I can figure is that there is a shortage of staff or supplies that is making them prefer to throttle back right now.

 

[smooch]

Others have already said this, but worth reiterating. Mobile Order is essentially FastPass for food.

If few people use it (as was largely the case pre-COVID; MO not FP), it isn’t that bad.

If tons / the majority of people use it, it becomes a nightmare both for those who use it (scarce availability, booking hours in advance), and those who don’t (due to crazy long standby lines).

Making QSRs 100% mobile order also doesn’t fix the problem. Because of how “easy” it is to place a mobile order, more people will place mobile orders than would have otherwise waited in the traditional standby line to purchase food.

Theoretically, if Disney were to significantly increase capacity at their QSRs, Mobile Order wouldn’t be as bad, but that doesn’t seem to be happening.

Honestly, the best thing for Disney to do (IMO) is do a full reset. Suspend Mobile Order across the resort, and then gradually reintroduce it in a way where it only uses a small portion of QSR capacity, like pre-COVID.

This would be similar to the suspension of FP post-COVID to (among other things) get people used to waiting in standby lines again.

Well excuse me if I'm wrong or not understanding but the problem is that Diseny is requiring people to mobile order, not that too many people are doing it on their own free will, as stated with the Dole Whip story above. I do understand what you mean by large amounts of mobile orders making things worse like a lot of FastPasses slow down standby lines, but Disney is requiring people to use them which prevents people from even being allowed to walk up and wait in a standby line for their food. Disney is making those people go hungry for 2+ hours while they wait for their magical app to tell them it's their turn to buy a hot dog.

 

[aaronml]

But there must be some reason they're doing 100% mobile order. Because they are strongly motivated by profit, and it can't be profitable to be selling less food. The only thing I can figure is that there is a shortage of staff or supplies that is making them prefer to throttle back right now.

They make more money from MO. Fewer cashiers to pay, among other things.

 

[aaronml]

Well excuse me if I'm wrong or not understanding but the problem is that Diseny is requiring people to mobile order, not that too many people are doing it on their own free will, as stated with the Dole Whip story above. I do understand what you mean by large amounts of mobile orders making things worse like a lot of FastPasses slow down standby lines, but Disney is requiring people to use them which prevents people from even being allowed to walk up and wait in a standby line for their food. Disney is making those people go hungry for 2+ hours while they wait for their magical app to tell them it's their turn to buy a hot dog.

Disney is pushing people in many ways to make Mobile Order the default / norm for most people. Either by mandating it completely at certain locations, or by allocating most QSR capacity to MO, and making the “standby” lines (where they exist) unreasonably long.

 

[TP2000]

I was at the park Saturday. I like to have a dole whip while waiting for the Tiki room. Here is my experience as a customer. I walk over from the Tiki room side and a woman with an ipad asks if I mobile ordered. I say no and she says it's mobile order only. I pull up the app and see that the serving window is 2 hours out and tell her so. She says all the available slots are taken and I point out that the 3 people behind the counter are just standing there doing nothing but she obviously can't do anything about it and says I need to go around the corner so no dole whip for me this time.

So I snapped a picture a couple minutes later and one of the guys came out from behind the counter to ward off others wanting dole whips but not having a magical window. When I left the Tiki room and walked by again, they had 2 CM's plus the 3 behind the counter and the ipad girl working this building but only handing out one or two dole whips every minute. These people were just standing around most of the time. I don't get it.

View attachment 601249

This first-hand report from a few days ago on what Mobile Order is doing, or not doing, for paying customers is extremely enlightening. Thank you!

It's obvious this is nothing related to Covid, as those CM's are all working only a few feet from each other just as they always have. This is simply an inefficient process (Mobile Order) that doesn't reduce labor, doesn't increase sales, and doesn't provide good customer service. There's nothing more to it. It's yet another process created and approved by clueless executives who have no idea how their customers use their theme park.

And the cluelessness is obviously trickling down to the local management. Did the Enchanted Tiki Room get a new sponsor after the 14 month closure?

Is it now Walt Disney's Enchanted Tiki Room, Presented by Dyson???

You never used to see that type of modern equipment just plopped on a counter like that. It's tacky.

 

[CaptinEO]

But there must be some reason they're doing 100% mobile order. Because they are strongly motivated by profit, and it can't be profitable to be selling less food. The only thing I can figure is that there is a shortage of staff or supplies that is making them prefer to throttle back right now.

They probably believe they are making more money this way, because they haven't done any actual testing or research.

Think how 10s of thousands of people every day now don't buy food because they didn't decide to order it 4 hours before they were actually hungry.

 

[el_super]

Just within days of TODAY (not 2019), @truecoat has a picture of a group of cast members doing nothing and refusing to sell a Dole Whip to a customer willing to give them money. They weren't furiously making Dole Whips for people that had mobile ordered. They were doing nothing. Yet you are still trotting out the "parks are too busy for you" argument. I honestly can't tell if you gaslighting or if you actually believe your own arguments.

Doing nothing is a huge assumption on your part. It definitely looks like they are doing something in the picture posted above. Maybe they are cleaning the location to adhere to COVID protocols? Maybe they are restocking the location? Doing nothing would mean that they were standing face to face and chatting with each other. They are not.

Regardless of what the cast were doing at the moment, they can't arbitrarily decide to violate the policy that has been in place for two years, to only serve guests via mobile order at the Tiki Juice Bar. I sincerely hope you can appreciate that. I think the decision to do that was a good one, as it keeps the entrance to the tiki room, and the path into Adventureland, free from the never ending queues that used to develop there. The queues where people would sometimes wait over an hour just to get a dole whip.

And why are all of these problems with Mobile Order now focused exclusively on the Tiki Juice Bar? Shouldn't there be issues with mobile order everywhere? Are you really going to try to claim you know, for a certainty, that there aren't just supply issues with the Dole Whip product itself that has limited the amount they can serve per day?

All it takes is a little critical thinking.