I think I posted this story one other time, but I think its worth sharing.
I was at my local Disney Store and there was a couple buying park tickets. They talked with the sales person for a while before buying a 4 day pass. I was in-line next to them and heard them say that they had been there before and wanted to get a "speed pass" this time because they noticed that the people who had one saved a lot of time. They asked if they could buy it at the store and the clerk said. "No, but I'm sure you can buy them in the park." The clerk then went to look at a guide book to see if she could figure out how much the "speed passes" cost.
That is when I butted and explained that fastpasses were free, you didn't have to buy they all you needed was the park ticket you used to get into the park that day. They were shocked. I felt bad for them that they had gone a whole trip with out understanding fastpass.
That gave me a whole different perspective of people who show up so ill informed. These people thought they were doing thier home work when they talked with the Disney Store clerk, but they were being given bad information. Think of the people do nothing more than talk to their travel agent about the trip (one who doesn't specialize in Disney). What wrong or misleading information are they getting from someone they assume is in the know?
Of course, a lot of this misinformation could be avoided if people would just READ! Not just guied books, but the package of information Disney gives you when you check into one of their hotels, the park maps or even just the signs that are posted outside of attractions. People don't read though. That is something I learned a lot time ago when I worked at a church.