Ticketing/Entry System Crash

[celluloid]

These issues are typically not localized and the other parks are typically experiencing the same issue. Going to a different park also means going to one for which a party has no FastPass+, dining or other experience reservations.

MaxPass is also based in Florida, so wide enough system problems can and do impact the Disneyland Resort.


It happens at least a few times a year. The typical solution is to just assume that tickets are valid and let people enter the parks. The issue of people finding out on social media and entering for free is not really a concern because the issue is typically resolved within a few hours. In order for someone to get in for free they would have to be someone watching Disney-focused social media and be in a position to get to the park quickly enough. The $100 you miss on that one person is less than the cost of just listing to guest complaints.

Exactly. As my wife said. All of those people waiting in the heat for two hours were not the type to have non valid tickets. Best guest service practice should have been to let people in. They are going to spend money. At least until the rush is handled. The angry people are going to spend less money after having to wait as well.

 

[JayKZ]

This incident shows the main problem is that MDE has become a gigantic unwieldy monolith within WDW. It was created with the best of intentions, but in reality is a complicated, buggy, and unreliable platform which everything depends on. (And it's only getting worse the more it branches out into other things).

Nothing if the sort. The incident today had absolutely nothing to do with MDE. Nothing.

 

[monothingie]

Nothing if the sort. The incident today had absolutely nothing to do with MDE. Nothing.

FP selection was down MK till mid afternoon as a result of this. So there was an impact.

MDE is an extension and public front end of the overreaching garbage that is the Disney World backend operations.

 

[eddie104]

How many times has this happened in the past ?

 

[bUU]

If it's important enough to keep people standing there for hours then there should be a backup system.

There is. Go back and read the posts you skipped.

 

[bUU]

Nothing if the sort. The incident today had absolutely nothing to do with MDE. Nothing.

But at this point, the rabid mob is grasping at straws to find something, anything, to slake their blood-thirst.

 

[biggy H]

Disney did have a backup plan.... not to let any one in who didn't have a magicband.

What ever Disney did people will complain and want compensation, its the nature of some people nowadays.

There is a distintion between magicbands and tickets, you can tell that as it shows them as separate things on your list of magicbands and tickets.

 

[monothingie]

But at this point, the rabid mob is grasping at straws to find something, anything, to slake their blood-thirst.

Ironic statement, coming from you.

 

[ImperfectPixie]

Ironic statement, coming from you.

I don't understand the need to defend a system that fails on the regular. When your IT department is such a train-wreck that memes are made about it...

 

[matt9112]

With respect, a lot of the questions you ask are quite naive.

Software system issues are commonplace in our society, and the idea that Disney should somehow be immune to the effects of our entire society's increased reliance on technology makes no sense. Many companies have had software system issues in recent years, and in some cases such failures have resulted in hundreds of deaths, and in other cases exposed millions of Americans to identity theft and other forms of fraud. A few hours delay getting into a theme park pales by comparison. If anything, the fact that the problems Disney has had with technology have been comparatively infrequent and inconsequential is what is notable, but of course that rarity and lack of severity of issues is perhaps why so many people are so quick to go off the rails and blow every little problem way out of proportion whenever there is an issue.

Incidentally, just because it doesn't include the provisions you want it to include doesn't mean that Disney doesn't have backup plans. It is one thing to expect triple-redundancy when people's lives are at stake (Read: Boeing 737 MAX) or when you're responsible for safeguarding someone else's sensitive private information (Read: Equifax Data Breach), but to expect that kind of redundancy to keep a bar code reader operating is irrational. SMH

yes and no? its a multi billion dollar company they should be imune yes. they have the capital to make sure it goes right or a plan B goes right. just because its not life or death doesn't make it right.
its a once in a lifetime trip for many.

 

[bUU]

yes and no? its a multi billion dollar company they should be imune yes.

No. Like I said: Naive perspective.

Again: Boeing; Equifax...

... and Capital One, PSA Airlines, Spirit Airlines, Air Canada, Telstra, Comcast, Ericsson, British Airways, Cathay Pacific, City of Atlanta, State of Alaska, Allscripts, LabCorp, SingHealth, Marriott, Port of San Diego, Google, Facebook, TSB Bank, HBSC, Barclays, Toronto Stock Exchange, KFC, etc. And that's just in the last year, and just the ones that made the annual recap. (Disney won't.)

It is remarkable just how many people are so willing to embrace utterly puerile perspectives because they're voicing those perspectives in a venue within which they are not being held to any standard of reasonableness or rationality.

No company, no matter how big, no matter how important their work is, is immune to system failures, even though they all have redundancies built into their systems. They build their systems with redundancies in proportion to the severity and likely incidence of failure - not to placate the vapid rantings of random posters on the Internet.

The scary bit is that people with such naive perspectives are actually voting and having a say in the way our society works. I sure hope y'all are putting on a show here online, and that when you walk away from the computer and start interacting with the real world that you're nowhere near as naive as you're playing here.

 

[monothingie]

No company, no matter how big, no matter how important their work is, is immune to system failures, even though they all have redundancies built into their systems. They build their systems with redundancies in proportion to the severity and likely incidence of failure - not to placate the vapid rantings of random posters on the Internet.

Failures and outages occur often, however when they occur, organizations also tend to also learn their mistakes and also address areas of concerns in their information systems infrastructure that could be a potential problem. This is done both reactively to an issue that occurred and proactively to an issue that could occur. Disney seems to either be incapable or not willing to make changes to the current MDE/Guest information systems to fix these problems.

MDE/Disney guest information systems infrastructure is problem prone. This occurrence was yet another example of it. The heart of the problem, is a system that was over promised and under designed. The fact that it is common for people to call tech support to fix their vacations speaks volumes about what has been implemented.

Finally, if you're tired fo the vapid rantings of posters here because you know better, then move onto another thread.

 

[lazyboy97o]

Should Disney refuse to refund any no show fees for dining reservations? Clearly it’s the guests’ responsibility to deal with this problem and not complain. They should have been more responsible and arrived earlier.

 

[bUU]

Failures and outages occur often, however when they occur, organizations also tend to also learn their mistakes and also address areas of concerns in their information systems infrastructure that could be a potential problem. This is done both reactively to an issue that occurred and proactively to an issue that could occur. Disney seems to either be incapable or not willing to make changes to the current MDE/Guest information systems to fix these problems.

Nonsense. You have no clue what actions are taken in response to issues. You seem to think that because the same result happens that the same cause happened. Ridiculous.

Actually, as someone pointed out earlier in the thread, this specific result hasn't happened before. Doubly ridiculous.

Finally, if you're tired fo the vapid rantings of posters here because you know better, then move onto another thread.

I never said anything about being tired. Seems that you're making stuff up just to have something to say in response to comments you don't like but for which you don't have a legitimate reply.

 

[Obobru]

Disney created computers . Systems crash, even the most sophisticated ones

Anyone know who runs Disney systems? Did they in house install

Disney World's ticketing system is provided by Viva Ticket (was previously called Omni) but this interfaces with a number of custom Disney applications and access control systems from other suppliers.

 

[JFP]

Nonsense. You have no clue what actions are taken in response to issues. You seem to think that because the same result happens that the same cause happened. Ridiculous.

Actually, as someone pointed out earlier in the thread, this specific result hasn't happened before. Doubly ridiculous.

I never said anything about being tired. Seems that you're making stuff up just to have something to say in response to comments you don't like but for which you don't have a legitimate reply.

Your arrogance is what is truly ridiculous. Keep telling yourself that everyone who disagrees with you is in some way inferior. I've seen your posts on other topics and I hope that "you're putting on a show here online, and that when you walk away from the computer and start interacting with the real world that you're nowhere near as pompous and offputting as you're playing here."

 

[Obobru]

DLR uses paper tickets with barcodes on them. Every turnstile has a ticket printer and can print out an official ticket card when a barcode is scanned. Unfortunately WDW does not have this.... they use a completely different system.

Disneyland use Galaxy ticketing software from Gateway which has different functions and not as much custom development as WDW has done and has less points of failure.

 

[tirian]

How many times has this happened in the past ?

The FP+ system goes down frequently; and even the when system is up, you’re lucky if the app works.

I think the entrance system has only crashed two or three reported times over the last few years.

 

[Obobru]

Disney did have a backup plan.... not to let any one in who didn't have a magicband.

What ever Disney did people will complain and want compensation, its the nature of some people nowadays.

There is a distintion between magicbands and tickets, you can tell that as it shows them as separate things on your list of magicbands and tickets.

That wasn't a plan, the Magic Band system worked.

 

[trainplane3]

The biggest problem, I would think, is those guests not knowledgeable enough to know what their options really are, and believe they're stuck with waiting.

This. I saw the line for the express monorail going down through the ticket booths last week while there was literally no line for the resort monorail. There wasn't anything stopping people from going to the resort line, they just didn't know. I was in shock of the fact no one was even going for the ferries either. Nothing was down at all and there were no CMs directing people either.

**This was at the TTC by the way**