Flynnibus - How would you feel if you saved for a vacation for months, paid 5K to go to "Disney" only to be kicked out for taking a flash photo on the haunted mansion?
Nice strawman... but when we go back to what I actually said...
Every person in the park has a ticket to id them. Use a demerit system and eject problem people.
You wouldn't throw someone out who didn't know what they were doing - you'd throw out people who think they are more important than everyone around them through their demonstrated repeat offenses.
Second, your hypothetical doesn't even address the very basic response Disney should do... ADDRESS THE ISSUE WITH THE GUEST. You know.. actually say something to the guy breaking the rules? Oh.. we wouldn't want to risk offending the guy who 'saved for months' and yet expects courtesy for HIM, but not anyone else around him.
Would Disney be magical if the cast members attacked the guests like that?
'attacked' guests? Enforcing rules is now 'attacking' people? Yeah, some level set you got there..
The decision to look the other way, and then compensate others offended is a business decision. This is not a "Disney doesn't care" or "Disney is greedy", or the "Cast Members are lazy" issue. This is a decision that you disagree with, but I will argue may actually be better in escalation of angry guests, and for that reason, I understand why it happens. Disney has a higher expectation of any other place, and that cannot be ruined by having mean cast members - even if you are wrong.
Mean cast members? Someone who mentions a rules violation is now a 'mean cast member'? what is in your head?
And nice to see you've changed your tune to admit it's a CHOICE by Disney - not a constraint. They CHOOSE to turn the other cheek when guests roll over them. The problem with your 'sweep it under the rug' position is it fails to address what is the root complaint from other customers... the impact these people have on OTHER people. You're buying into the same 'risk aversion' that steers Disney management. You think it's better to just go along with it vs addressing problems.
You however fail to acknowledge just how far Disney has taken this... and the consequences of doing so. The complete removal of any type of decision making or support for employees in these types of situations means you've shown zero trust to that person. Instead of a policy of training and situation management, Disney takes the path of "you do nothing, call a grown up and they will handle it"... and in turn goes to the extreme of failing to equip CMs properly to handle these kinds of situations. It's a vicious cycle... you don't trust people, you don't train them, you don't equip them, you don't support them. And people wonder why CMs can't be happy faces all the time?
There is certainly a place for capitulation and simple 'move on' when it comes to guest recovery strategies... but that doesn't make it universal rule you apply to every situation, nor does that mean you disrespect, abandon, and generally throw your employees under the bus and then rock back and forth over them.
I point to again... if people tried this kind of crap in any other place they'd be shown the door. Yet at Disney, because "they've saved for months" you and others just want to let them on CMs and everyone else around them and be rewarded for doing so.
That's not how you run a customer focused business - It's a disservice to your other guests and hinders the effectiveness of your work force.