Just to be clear hear, it isn't "just a website" issue. Yeah, the experience really needs some work but for all we know they're running poorly optimized A/B tests or personalized experiences based on pre-defined customer segments (depending on how you fit a profile, you get certain content). So you make an ADR. That's a transaction that has to go to yet another system to be processed. Meanwhile, phone agents are trying to do the same thing (or so we've been told) so the transaction engine has to resolve all of that. It's then got to reflect updates back to the phone agents, etc.
By my count, at least six different systems are involved here. Each with 6-7 figure budgets. And since a lot of the IT guys don't have a dog in the hunt (many don't actually work for Disney itself from what I understand), I really wonder just how stressed those people get if it's not optimal. Where I work we freak over page load times varying in tenths of a second. I don't see that here but, then again, the website guys might be blaming the Oracle guys and so on. Or maybe, because pay sucks, they hire less than stellar people. You get what you pay for.
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