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  1. #1
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    Default Is the service REALLY declining? Where's the proof?

    I read an article on another Disney site yesterday that was basically a long complaint about how prices are going up, Disney is charging for things that used to be included, etc, etc, but how their revenue is also up and that TPTB are just money-grubbing. And one of their main complaints was that the level of service in the parks had gone down for years. But they had no real proof, or even examples. They just treated it like it was a known fact and that we should agree because they said so.

    Well, I disagree. I've been going for 16 years, and I feel like the service is as good as it ever has been. I know that many of you on here have voiced that same opinion, that the service has declined, and often share something that happened on a trip.

    I would argue that in an organization as large as WDW, with as many guests, employees, etc as there are, that you will always be able to find horror stories or examples of bad service. But that doesn't mean that it's declining across the board.

    I, too, have had bad experiences with CMs at WDW from time-to-time. Sometimes they were wrong. Sometimes we were wrong. Sometimes, NO ONE was wrong, and stuff just malfunctioned.

    I guess my point is that I know Disney still prides itself on its exemplary customer service. They still train and train employees on how to handle these things. Their attention to service, through training, seems as high as ever.

    If anyone has any actual proof other than some poor experience they had this one time, then I'd love to hear it. Otherwise, I'm just going to assume that familiarity breeds contempt and the fact that many of us have been going for so long that some of the magic is rubbing off, and it can never live up to what it felt like when we first started attending.
    2002 - 2022: 20+ visits (POR, BW, All Stars, VWL, CSR, BLT, BC, SSR, CB, Dolphin, OKW, Poly, offsite x8)
    DL - 1996, 2019
    Next up - January 2023 short trip! We just want to try that 50th Anniversary chocolate monstrosity at Mexico!

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  4. #2
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    I've been thinking basically the same way. In spite of the closing of many of my old favorites, Disney has always been and will always be my happy place. The magic is still there, and I'm heading back in August for another "Disney fix".
    Sylvia șOș

    80+ WDW visits . . .

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  5. #3
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    I don't know what one could submit as proof that would satisfy you. Maybe if when we first started going we would have created some sort of points system and meticulously kept records and gave points to each little line item on a spreadsheet we could have created, we would have some sort of physical data we could throw on a chart.

    All I can tell you is from personal experience, I am in the camp with those that feel service and satisfaction has declined. My first trip was as a kid in 1974 and I have been so many times over the years I have lost count. Prior to all the changes and price gouging, we were going at least two trips of a week each year and sometimes three trips. I can remember when you walked through the gate and you would be impressed by everything. You would leave the place in amazement wondering how they pulled it all off and kept everything so perfect and felt like you got a steal of a deal for a vacation. Now, you see poor maintenance, attractions falling apart (splashwater falls got exceptionally bad at one point and epcot looks like Detroit with all the unused poor looking buildings) and you have CM's that couldn't care less about their job.

    Honestly, I don't see how you could not see the difference if you have been going 16 years.

  6. #4
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    I just got back from a late May trip, and I had no complaints. Not to say it's perfect or that people don't have reason for their dissatisfaction. Maybe some of it had to do with my mindset. But I've noticed trash and maintenance issues in the past. This time, everything seemed clean, fresh, and organized. The CMs I encountered were all friendly and helpful.

    I've lived in the Detroit area and I can honestly say that Epcot is nothing like Detroit. What an odd comparison. Maybe two empty buildings? Both used at certain times of year and maintained. Though, the former Wonders of Life building could use work, would be nice to see former Odyssey more functional and Epcot could stand a few more attractions. To compare it to Detroit is hyperbolic. Not to upset fans of Detroit. Sorry.
    Sherri
    Next: Aulani Celebration 10/2018 (50th)
    Past Stays: Contemporary, GF, Poly, BC, POP, POR, Dolphin, AKL Kidani, BLT
    1990 August Honeymoon- GF
    Delighted Disney Return Guest since 1981, DVC (BLT) since 2014


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  8. #5
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    I read that article. Honestly, it sounds like a lot of sour grapes to me. If you are going to write an article like that, have some solid examples to bolster your argument.

    Just about the only tangible, measurable complaint I have lately about both WDW and DL is that it is too crowded. Otherwise, I have not personally experienced any of the things routinely mentioned in this type of discussion, which goes to show that a LOT of this is perception combined with just pure bad luck.
    Natalie
    INTERCOT Staff: Disneyland Resort-California, The Water Cooler

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  10. #6
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    Our latest trip in December was not wonderful, but the CM's were not the problem. We had one a Be Our Guest who was snippy, but in all honesty they were swamped and stressed- and therein lies the problem. The main problems came from the crowds. There were simply too many people with not enough for them to do. The Magic Kingdom was the only park that felt "worth it," but it was swamped because there was so little to do in the other parks. We have vowed not to return until September,2019, when most of the expansions are finished but the crowds may be less...
    "There's a great big beautiful tomorrow shining at the end of every day..."

    1973- Disneyland
    1981- WDW- OS
    1991- WDW- OS
    1995- WDW- CBR
    2000- WDW- DLR
    2001- WDW- ASM
    2009- WDW- POFQ
    2010 (November)-WDW POR
    2015 (December...with the grandkids)WDW ASM
    2019- WDW- POR

  11. #7
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    We've been going regularly since 1999 and honestly, our trips keep improving in many ways. We've certainly had a few bad experiences, but these were by far the exception rather than the rule.

    With quality of service being, in many ways, a perception, it may be hard to get satisfying proof from anyone. However, there is one example I can think of - overselling the parties. We've only been to one party and it was pretty crowded, so I can't really give a personal comparison. But from what others have said, that sounds like a solid example.

    Have to weigh in on the Detroit comment as well. Had to laugh out loud when I read it! Living just a couple hours away from Detroit, I've been there. Epcot does NOT look like Detroit. Feel like I have to add, there are areas of Detroit that are making a really impressive comeback.
    Susanne

  12. #8
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    Those of us who visit frequently are probably the first to complain about a "decline" in service but part of the issue might actually be our frequent visits. We notice things that those who go only occasionally or who have never been before would never notice. Is it different than my first trip - way back when? Definitely. Different, however, does not always translate into worse though I may perceive it that way as I liked the way it was much better.

    Disney is dependent upon their front line staff for service. With the number of people who are employed by Disney, you are going to find some who provide bad service, some who provide mediocre service, and some who excel. Overall, I think Disney has done a good job at finding and retaining those who provide good service and those who excel.

    I am probably more disatisfied with some of the systems in which their staff need to work than I an with the service provided by the individuals with whom I interact while at Disney.

    Just my two cents of the day......
    Linda aka: Faline
    INTERCOT Staff: Vacation Planning,Trip Reports and Disney Camping
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  14. #9
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    Quote Originally Posted by 1DisneyNut View Post
    I don't know what one could submit as proof that would satisfy you. Maybe if when we first started going we would have created some sort of points system and meticulously kept records and gave points to each little line item on a spreadsheet we could have created, we would have some sort of physical data we could throw on a chart.

    Honestly, I don't see how you could not see the difference if you have been going 16 years.
    I know. How does one measure quality? Can you quantify it? It has to be experienced. But I haven't experienced it. My family has had magical, fantastic experiences on almost every trip, specifically because of CMs. Which is what I think about when I think about "service".

    Quote Originally Posted by faline View Post
    Those of us who visit frequently are probably the first to complain about a "decline" in service but part of the issue might actually be our frequent visits. We notice things that those who go only occasionally or who have never been before would never notice.

    I am probably more disatisfied with some of the systems in which their staff need to work than I an with the service provided by the individuals with whom I interact while at Disney.
    See, this is my theory. The more familiar you are with a person or a place, the more you see their flaws. The romance is gone, but you still love them/it. I still love Disney, but I am more likely to notice when stuff is broken, or when a CM is having a bad day. But if a ride is down, or if Disney starts charging extra for stuff, or if the parks are too crowded, that's not a reflection of the service. Those are other problems that definitely are worth complaining about.

    But, to me, service is the interactions that I have with the people at Disney. The servers, the cashiers, those who run the rides, who clean the parks, who are at the help kiosks. In my 16 years of going, the only bad experience I can actually remember is the CM who was overzealous in keeping me from crossing during a parade (one of my first trips, and didn't realize it wasn't allowed, but totally my fault). He was doing his job and trying to keep me safe. But he could have been nicer about it. But, really, that's the only bad experience I can think of.
    2002 - 2022: 20+ visits (POR, BW, All Stars, VWL, CSR, BLT, BC, SSR, CB, Dolphin, OKW, Poly, offsite x8)
    DL - 1996, 2019
    Next up - January 2023 short trip! We just want to try that 50th Anniversary chocolate monstrosity at Mexico!

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  16. #10
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    Three words describe the issue for our family. Fast Pass Plus. Disney vacations used to be magical when you could go there, wake up in the morning and decide what park you were going to and what restaurant you wanted reservations for. Those days are gone and so is the stress free vacation. Disney wants more money for less value and less attractions than is required for the size crowds that they are accepting. Fast Pass Plus is their attempt to route guests more efficiently in order to not have to add attractions, and I am sorry but a Frozen sing along is not an attraction. I am very turned off to WDW right now, and honestly don't plan on returning for a while.

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  18. #11
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    Quote Originally Posted by markyv View Post
    Three words describe the issue for our family. Fast Pass Plus. Disney vacations used to be magical when you could go there, wake up in the morning and decide what park you were going to and what restaurant you wanted reservations for. Those days are gone and so is the stress free vacation. Disney wants more money for less value and less attractions than is required for the size crowds that they are accepting. Fast Pass Plus is their attempt to route guests more efficiently in order to not have to add attractions, and I am sorry but a Frozen sing along is not an attraction. I am very turned off to WDW right now, and honestly don't plan on returning for a while.
    I agree....

  19. #12
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    I do not think the quality of the CM interaction or ride interactions are more or less from the first day I stepped in the first park. I do believe, as has been said, the luster has dulled some from the many trips and familiarity of it all. Like mentioned, the honeymoon stage is over and it's becoming common place to be there and we do see things a bit more cynical. Of course we've all had bad CM's or a bad experience while eating or riding, but the way Disney comes on stage every single day coupled with the amount of visitors; it's no wonder some paint might be found chipped or peeled or a human CM may not be as sweet or giving to our "selfish", "me first" way of thinking that particular day. We are very much accustomed to walking onto any Disney property and instantly made to feel like royalty, when in fact we are as much normal as the CM who might be having a terrible day, week or even year. So, yea, I'd say (generally) it's pretty much the same as my first day there, just WAY more expensive and WAY longer lines therefore chipping away at the rose colored glasses I view them through ....
    80 1st./04POR/05POR/06POR/07POR/08POR/09POR/10POR/
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  20. #13
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    Quote Originally Posted by markyv View Post
    Three words describe the issue for our family. Fast Pass Plus. Disney vacations used to be magical when you could go there, wake up in the morning and decide what park you were going to and what restaurant you wanted reservations for. Those days are gone and so is the stress free vacation. Disney wants more money for less value and less attractions than is required for the size crowds that they are accepting. Fast Pass Plus is their attempt to route guests more efficiently in order to not have to add attractions, and I am sorry but a Frozen sing along is not an attraction. I am very turned off to WDW right now, and honestly don't plan on returning for a while.
    It certainly isn't hurting attendance, but as other have noted it is all about personal perception. Us? We will FP+ and do see how possible future enhancements could make it an even better system.

    I'm sure almost all of us compare back to that first visit regardless of what decade it was and still treat it as the benchmark for comparison. I was 10 when I first went back in the early 80s. Was it magical? Yes! Was I amazed? Yes! Did it have problems? Probably. Did I notice them? No. Would I want to go back a relive the 1980s WDW (one park) today? Probably not.

    For it sheer size Disney does an incredible job of delivering a top notch experience. It's not perfect, but overall it comes close. Our trips have changed as we come more frequently and as the kids have grown. We're there for the Disney experience between the resorts, the amenities, the food, the shopping....oh and the parks. We think Disney provides great delivery, but that's just our perception.
    Beth & David

    09/82 Treehouse Villas, 06/86 BVP, 10/95 CBR, 10/99 DI, 08/03 PORS, 10/05 POP, 11/06 AKL, 09/09 POLY, 10/10 Wonder, 05/11 Dream/PORS, 08/13 POLY, 11/13 GF, 04/15 POLY, 11/15 BLT, 11/16 Aulani, 03/17 BLT, 08/18 BLT, 07/19 AKL, 06/21 BLT

  21. #14
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    I sat here and read everyone's response and in my humble opinion the answer to your question is --NO. If you read some of the post on this site you see people asking about crowds, making reservations, lines, and special events (Mickey's Merry Christmas & Halloween). If people thought that Disney has declining the responses wouldn't be that the parks are crowded, it's tuff making dinner reservations, the lines are long and special events are crowded. No one likes change especially with things that make you happy, but like other things in life the cost of EVERYTHING goes up and there will be change. If Disney were declining do you think the die hard Disney fans would keep paying the money? If you don't think that Disney is the best, has the best CM, the cleanest park, are the most accommodating to their guest, then go to another amusement park around where you live and compare. I live about an hour away from one and about 3 hours from another and to me they are both a joke compared to Disney. The one that is an hour away I haven't be to in about 15 years.

    The final thing I have to say on EPCOT being like Detroit and empty building is a quote from Walt "Disneyland will never be completed. It will continue to grow as long as there is imagination left in the world".

    Again this is my humble opinion... hope this helps.
    TinkX2

    Next Visit - Dec 2017 Pop Century
    Dec 2016 - Pop Century
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    Dec 2014 - Caribbean Beach Resort
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    May 2003 - All Star Music
    March 2001 - Caribbean Beach Resort

  22. #15
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    I always thought that Kevin Yee's blog "Declining By Degrees" offered some interesting insight into this topic.
    5/21 SSR & BCV
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  23. #16
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    Quote Originally Posted by markyv View Post
    Three words describe the issue for our family. Fast Pass Plus. Disney vacations used to be magical when you could go there, wake up in the morning and decide what park you were going to and what restaurant you wanted reservations for. Those days are gone and so is the stress free vacation. Disney wants more money for less value and less attractions than is required for the size crowds that they are accepting. Fast Pass Plus is their attempt to route guests more efficiently in order to not have to add attractions, and I am sorry but a Frozen sing along is not an attraction. I am very turned off to WDW right now, and honestly don't plan on returning for a while.
    But is that service? I don't think it is. Value, yes. Declining value I absolutely agree is an issue. But it's the argument that I hear people making about how the service isn't as good as it used to be that makes me mad.
    2002 - 2022: 20+ visits (POR, BW, All Stars, VWL, CSR, BLT, BC, SSR, CB, Dolphin, OKW, Poly, offsite x8)
    DL - 1996, 2019
    Next up - January 2023 short trip! We just want to try that 50th Anniversary chocolate monstrosity at Mexico!

  24. #17
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    I know there's a lot of grief about Fastpass Plus. Yes, things are different. We live in a different world. Your experience is diminished, you may feel, but others feel it has been enhanced. It's an arguable difference. And when people are unhappy, they tend to accuse Disney (in business to make money, even when Walt was in charge) of doing it all to make money while providing less value and trying to route guests without having to add new attractions. It couldn't possibly be their idea of providing a better guest experience (thus again, helping them make more money). With the new system, they can see where guests want to spend their time, which attractions are more/less popular, which will have less wait time, maybe help you find something new you haven't experienced, and figure out which new attractions to add (and they are adding, always). They know where we are spending money and time thus where to staff more heavily to counter crowds. It not all always to pull a fast one on the paying guest. They know they make more money when we are happy and spending money. It's not hard to see the results as far as it benefits them, especially now that guests can be tracked and monitored. If they were disappointing guests in great numbers and making less money, things would change fast.

    I honestly do like the new Fastpass Plus and Magic Bands. It took me some time to get used to, yes. But I've always been a planner and I much prefer getting what I want without having to run to the attractions to get fast passes (get to that park early in case they run out!) and return later to ride. This last trip, I spent more time relaxed, knowing what my day would be like, and less time sweating the small stuff. And my family? They had no idea the planning I went through to make it all seem easy for them. Fortunately, they trusted my vision and went along. If you're not an advance planner, yeah, it's not ideal. But Disney trips have taken some planning since my first trip in 81.

    Is the new system perfect? No. It needs some tweaks. I would like to be able to get more Fastpasses without going to a kiosk in the park and maybe make some Fastpasses for two parks at one time. And be less limited in my choices. Was the old system perfect? No. Standing in lines to put everyone's ticket into the FP machine and hope they all came out okay. Visiting each big attraction twice, one to get the FP and one to return to ride. Getting to parks early if you wanted certain FPs to make sure they didn't run out. And then as now, we had people complaining that Disney just wanted our money, wanted to provide less value for our money, and they weren't building new attractions fast enough.
    Sherri
    Next: Aulani Celebration 10/2018 (50th)
    Past Stays: Contemporary, GF, Poly, BC, POP, POR, Dolphin, AKL Kidani, BLT
    1990 August Honeymoon- GF
    Delighted Disney Return Guest since 1981, DVC (BLT) since 2014


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  26. #18
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    I do think a lot of this is in the eye of the beholder and what each of us personally consider to be poor service. I can say I fall into the category that I don't think Disney has fallen from grace regarding putting their best customer service front and forward.
    Each time we have been there I feel like we have been well taken cared of with the Disney staff from getting on the Magical Express to checking in to being at the parks.
    I respect each person's opinion regarding the status of poor service. I don't think any of us are happy with increasing prices or a change in operations regarding fast pass or other items that change over the years but not much we a visitors can do about it other than enjoy it while you are there.
    My two cents for the day also................
    * 2003 - Beach Club
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  27. #19
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    DH and I have been going at least yearly, if not twice a year, since 1996. I have to admit, I think service has actually improved over the past 5 years! We've found CM's to be friendlier, more open to conversation, incredibly helpful, and just full of magic! We've been very impressed with the service we've received at WDW.

    Now, value? Well, value for what you pay has declined... in certain areas, not all. For example, MNSSHP is just too expensive for what we find we get anymore. I'm not paying over $200 for the two of us to go to the same party they've had for years. I don't really care about missing the Sanderson Sisters... I watched the vid online. The parade is the same, I can see the fireworks from the resorts and I can live without the cookies and hot chocolate.

    We still love the dining at WDW because we are always thrilled with our signature restaurants, and still manage to be surprised at how some meals are really above and beyond what we were expecting. It's expensive, but we find with our TiW discount, it's quite acceptable.
    NEXT TRIP - DCL Fantasy Oct. 2016
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  28. #20
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    I think it's natural to expect better (or at least maintained) service with higher prices factored in.
    Even back in the day, if something didn't go exactly right... service wise, you were compensated somehow; free desert. free ticket... something!

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