Disney's FastPass: A Complicated History

Defunctland

21 Nov 2021102:59

EducationalLearning

32 Likes 10 Comments

TLDRThe script delves into the evolution of queue management at Disney Parks, starting with the basic concepts of wait times and service rates. It explores the introduction of the FastPass system in 1999, designed to reduce wait times by spreading guest arrivals throughout the day. The narrative follows the growth and complexities of FastPass, the implementation of FastPass Plus, and the challenges it posed, including increased standby wait times and the need for advanced planning. The script also discusses the impact of the COVID-19 pandemic on park operations and the eventual shift to the Disney Genie app, which offers a new approach to queuing with both free and paid options. The story highlights the continuous efforts to balance guest satisfaction with operational efficiency while maintaining the immersive and escapist nature of theme park experiences.

Takeaways

🎢 The concept of a queue in theme parks like Disney is central to the guest experience, with wait times influenced by service rate and arrival rate.
🕒 Service rate refers to how quickly guests are served or moved through an attraction, while arrival rate is the pace at which guests come to join the queue.
📉 Increasing service rate decreases wait time, whereas increasing arrival rate increases it, impacting the overall efficiency of the queue.
🏰 Disney Parks are renowned for their strategies to manage and reduce wait times, showcasing the complexity of queue management in real-world scenarios.
🎟️ Historically, Disney implemented systems like A through E tickets to manage demand and wait times for attractions, with varying success.
👥 Bruce Laval, an industrial engineer, played a pivotal role in recognizing issues with the A through E ticket system and advocating for its discontinuation.
🛠️ Laval's work in operations research and computer simulations contributed to optimizing queue systems, leading to the development of the FastPass system.
🔄 The FastPass system introduced a reservation-based approach, allowing guests to avoid long waits by scheduling their attraction visits in advance.
📲 Technological advancements led to the evolution of FastPass into systems like MyMagic+ and MagicBands, enhancing the guest experience through digital integration.
🌐 The introduction of mobile apps and digital platforms further transformed the way guests interact with queues, offering real-time data and increased convenience.
🤖 The development of Disney Genie represents the latest step in this evolution, utilizing extensive data and智能化 to suggest personalized itineraries and optimize guest flow.

Q & A

What is the basic concept of a queue in the context of theme parks?
-A queue, or a line, is an organized group of people waiting their turn for an attraction or service. It involves two main factors: the service rate, which is the rate at which people are served or allowed to experience the attraction, and the arrival rate, which is the rate at which people join the queue.
How did Disney Parks address the issue of long wait times for attractions?
-Disney Parks addressed long wait times by implementing various strategies, including the introduction of the FastPass system, which allowed guests to reserve a time to return to an attraction with minimal wait. They also utilized computer simulations and industrial engineering to optimize queue systems and guest flow.
What was the impact of the A through E ticket system on guest behavior at Walt Disney World?
-The A through E ticket system inadvertently created false demand for certain attractions. Guests would assume that higher-rated (E-ticket) attractions were more desirable, leading to longer lines for those attractions. This system was eventually discontinued to help balance wait times and guest experiences.
How did Bruce Laval's background in industrial engineering contribute to Disney's approach to queue management?
-Bruce Laval's background in industrial engineering allowed him to apply operations research and computer simulations to optimize queue systems and guest flow within Disney Parks. His work contributed significantly to the development of strategies to reduce wait times and improve guest satisfaction.
What is the psychological benefit of the switchback queue system used by Disney?
-The switchback queue system has a psychological benefit in that it organizes and condenses the line, making it appear shorter than it actually is. Additionally, it allows guests to interact with each other as they move back and forth, which can help to pass the time and make the wait seem less tedious.
How did Disney's approach to queue management evolve over time?
-Disney's approach to queue management evolved from simple switchback queues to more complex systems like FastPass and MyMagic+. They experimented with reservation-based systems, virtual queues, and eventually introduced the Genie app, which uses data and guest preferences to plan itineraries and manage wait times.
What was the initial concept behind the FastPass system?
-The initial concept behind FastPass was to allow guests to reserve a time to return to an attraction, thus eliminating the need to wait in line. This would improve guest satisfaction by reducing wait times and allowing them to enjoy more of the park during their visit.
How did the introduction of FastPass change guest behavior in Disney Parks?
-The introduction of FastPass changed guest behavior by encouraging them to plan their day around their FastPass reservations. It also led to an increase in the use of secondary attractions during peak times, as guests sought to maximize their park experience while waiting for their FastPass return times.
What were some of the challenges faced during the implementation of MyMagic+ and FastPass Plus?
-Challenges faced during the implementation of MyMagic+ and FastPass Plus included technical issues such as spotty Wi-Fi, malfunctioning MagicBand readers, website crashes, and an unusable mobile app. Additionally, there was resistance from some guests and Cast Members, as well as difficulties in managing the increased complexity of the system.
How did the FastPass Plus system differ from the original FastPass system?
-FastPass Plus allowed guests to book multiple FastPasses in advance through the My Disney Experience app or website, rather than obtaining a single FastPass at a kiosk for each attraction. It also introduced a tiered system and varied the number of FastPasses guests could book based on the park and its attendance.
What was the significance of the virtual queue system introduced with Rise of the Resistance?
-The virtual queue system introduced with Rise of the Resistance was significant because it eliminated the traditional standby line and instead assigned guests boarding groups that would be called throughout the day. This helped to manage the demand for the highly popular attraction and prevent excessively long wait times.
What is the Disney Genie app, and how does it differ from the previous FastPass systems?
-The Disney Genie app is a new system that uses internal data and guest preferences to intelligently plan itineraries and maximize efficiency throughout the parks. Unlike FastPass+, Genie offers a simpler approach with four ways to visit attractions: standby queue, virtual queue, Lightning Lane through Genie Plus for an additional fee, or additional Lightning Lane purchases for certain attractions.

Outlines

00:00

Understanding Queue Theory and Disney's Role

This paragraph introduces the concept of queues, highlighting the wait time determined by the service rate and arrival rate. It delves into the complexity of real-world queues, using Disney Parks as a prime example. The history of long wait times at Disneyland and Disney World is discussed, alongside the company's strategies to manage them.

05:03

The A through E Ticket System and Its Impact

The paragraph explores Disneyland's A through E ticket system, designed to manage demand for popular attractions by charging more for them. The system's impact at Walt Disney World is analyzed, particularly how it created false demand for certain attractions, leading to long lines. Bruce Laval's role in identifying and advocating for the removal of the system is highlighted.

10:04

Introducing Virtual Queues: Laval's Innovations

Bruce Laval's efforts to innovate queuing systems at Disney are described. After abandoning the reservation-only system due to its inefficiencies, Laval developed a successful virtual queue system. This system, tested at Animal Kingdom, allowed guests to enjoy more attractions with reduced wait times and increased guest satisfaction.

15:07

The Introduction and Implementation of FastPass

This section covers the introduction of the FastPass system at Disney Parks. It explains how FastPass allowed guests to obtain return times for attractions, thereby reducing their time in line. The behind-the-scenes complexity of the system, including its data management and response to ride downtimes, is also discussed.

20:09

Challenges and Adjustments in the FastPass System

The paragraph discusses various challenges faced by the FastPass system, such as its rapid popularity and guest confusion. It covers the implementation of Enhanced FastPass and the resulting congestion in park walkways. Disney's efforts to balance the system, including the removal of FastPass from certain attractions, are highlighted.

25:11

The Emergence of MyMagic+ and FastPass+

The introduction of MyMagic+ and the transition from paper FastPass to FastPass+ are detailed. This section covers the ambitious goals of the MyMagic+ initiative, the technical challenges faced during its rollout, and the mixed reception from guests and Cast Members. The tiered FastPass+ system and its impact on guest experience are also discussed.

30:11

The Complexities of FastPass+ and Its Effects on Guests

This paragraph delves into the detailed mechanics of FastPass+ and how it affected guest experiences. It explores the increased planning required by the system, the psychological and practical impacts on guests, and the disparities it created among different types of park visitors. The pros and cons of the system are examined in depth.

35:13

FastPass+ Distribution and Guest Experience

The distribution of FastPass+ and its impact on guest satisfaction are analyzed. The paragraph explains how the system favored knowledgeable and frequent visitors while disadvantaging first-time or less tech-savvy guests. It discusses the resulting class system among park visitors and how it affected overall guest experiences.

40:14

Simulating Queue Systems: Shapeland

The creation of Shapeland, a simulation model to study queue systems, is described. This section details how the simulation operates, the factors it considers, and the insights it provides into standby wait times, overall wait times, and the number of attractions ridden per guest. It compares the effects of no FastPass, paper FastPass, and FastPass+ on guest experiences.

45:15

Understanding Shapeland's Findings and Their Implications

The results of the Shapeland simulation are summarized, highlighting the differences in guest experiences under various queue systems. It discusses how FastPass and FastPass+ increase standby wait times but can also increase the number of attractions guests experience. The disparities created by FastPass+ and the potential benefits of the original paper FastPass system are emphasized.

50:19

The Impact of Attendance on Queue Systems

The paragraph examines how increasing attendance at Disney Parks affected the performance of FastPass+ and overall wait times. It discusses how attendance growth, particularly with the introduction of new attractions like Pandora at Animal Kingdom, strained the FastPass+ system and led to longer wait times and guest dissatisfaction.

55:21

FastPass+ and the Role of Operations

The focus shifts to the role of operations in managing queues and enhancing guest experiences. The paragraph highlights the challenges faced by Cast Members at merge points and the psychological effects of different FastPass-to-standby ratios. It emphasizes the importance of balancing guest satisfaction with operational efficiency.

00:23

The Future of Queue Systems: Virtual Queues and Genie

The introduction of new virtual queue systems for rides like Rise of the Resistance is discussed. The upcoming Disney Genie app, designed to optimize guest itineraries and reduce wait times, is introduced. The paragraph explores how these new systems aim to address the issues faced by FastPass+ and improve overall guest experiences.

05:25

Assessing Genie and Paid FastPass Systems

This section provides an analysis of the new Genie app and paid FastPass systems like Genie+. It discusses the potential benefits and drawbacks of these systems, including their impact on guest satisfaction, wait times, and park revenue. The balance between improving guest experiences and generating additional income for Disney is considered.

10:31

Reflecting on the Evolution of Disney's Queue Systems

The final paragraph reflects on the evolution of Disney's queue systems over the past five decades. It highlights the successes and failures of various systems, the role of operations in enhancing guest experiences, and the challenges of managing large crowds. The importance of continuous innovation and adaptation in queue management is emphasized.

Mindmap

Keywords

💡Queue

A queue refers to a line or sequence of people waiting for their turn to engage in a particular activity. In the context of the video, queues are a fundamental aspect of the theme park experience, particularly at Disney Parks, where wait times for popular attractions can significantly impact a visitor's day. The script discusses how the management of queues, through various strategies like FastPass, aims to enhance the overall guest experience.

💡Wait Time

Wait time is the duration a person spends waiting in a queue to access a service or attraction. The video emphasizes the importance of wait time in queue management, explaining how factors like service rate and arrival rate influence it. The script explores Disney's efforts to reduce wait times through innovative approaches, showcasing the significance of efficient queue management in theme park operations.

💡Service Rate

Service rate is the frequency at which guests are served or their demand is met, often measured in the number of guests an attraction can accommodate within a given time frame. The script uses service rate to explain the capacity of different attractions at Disney Parks, such as the Haunted Mansion having a higher service rate than 20,000 Leagues Under the Sea, which affects the overall wait time for guests.

💡Arrival Rate

Arrival rate denotes the speed at which new guests come to join the queue. It is a critical factor in determining wait times, as discussed in the script. The video explains how arrival rate interacts with service rate to create the total wait time for guests in a queue, and how Disney Parks have to manage these rates to optimize the guest experience.

💡FastPass

FastPass is a system introduced by Disney Parks to reduce wait times for guests at popular attractions. The script details the evolution of the FastPass system from its inception to its various iterations, such as FastPass+ and the Genie app. FastPass allows guests to reserve a time slot for an attraction, thereby bypassing the traditional queue and reducing their wait time.

💡Balking

Balking refers to the phenomenon where potential customers decide not to join a queue due to its length. In the video, balking is discussed as a behavior that can affect queue dynamics and overall theme park attendance. The script explains how Disney Parks consider balking in their queue management strategies to optimize guest satisfaction.

💡E-Ticket

E-Ticket is a term historically used in Disney Parks to denote the highest category of attraction tickets, indicating the most popular and thrilling rides. The script mentions how the E-Ticket system was used to manage demand for popular attractions but also led to misconceptions about the quality of shows like The Country Bear Jamboree, affecting arrival rates.

💡Switchback Queue

A switchback queue is a type of queue management design where guests move in a zigzag pattern along a confined path. The video describes how Disney Parks pioneered this concept to organize and condense lines, making them more manageable and less overwhelming for guests, which also had a psychological benefit by allowing interaction between waiting guests.

💡Virtual Queue

A virtual queue is a system that manages queue positions without requiring physical presence in line. The script explains how Bruce Laval's idea, inspired by a ski lift operation, led to the development of a virtual queue system in Disney Parks. This system, which later became FastPass, allows guests to obtain a return time for an attraction and enjoy other parts of the park during their wait.

💡MyMagic Plus

MyMagic Plus is a comprehensive overhaul of Walt Disney World's technological infrastructure, introduced to modernize the guest experience. The script discusses how MyMagic Plus, along with the Magic Bands, was designed to streamline various aspects of a guest's visit, including the FastPass system, which became FastPass Plus under this initiative.

💡Genie App

The Genie App is a new system announced by Disney to manage attraction access and enhance guest experience. The script outlines the features of the Genie App, which includes intelligent itineraries and the option to purchase Lightning Lane access for certain attractions. This app represents a significant shift from the traditional FastPass system, moving towards a more personalized and potentially more expensive approach for guests.

Highlights

Queues and wait times are fundamental aspects of theme park experience, with service rate and arrival rate as key factors affecting them.

Disney Parks are renowned for their innovative strategies to manage and reduce wait times, enhancing visitor experience.

The introduction of the FastPass system by Disney was a game-changer, allowing guests to reserve a time to return to a ride with minimal wait.

The FastPass system was initially met with a learning curve, but ultimately improved guest satisfaction and reduced overall wait times.

FastPass Plus, an evolution of the original system, allowed for advanced booking of multiple attractions but introduced complexities and disparities.

The implementation of FastPass Plus led to increased standby wait times for some attractions and highlighted the psychological aspects of queuing.

Strategic planning became essential with FastPass Plus, as guests needed to secure their spots well in advance to guarantee access to popular attractions.

The xBand and MyMagic+ initiatives represented a significant investment by Disney to further enhance and personalize the guest experience.

Despite technical issues and mixed guest reactions, MyMagic+ and MagicBands aimed to streamline various aspects of the Disney Parks visit.

FastPass Plus and the subsequent MaxPass system were subject to debate among guests, with some finding them beneficial and others seeing them as divisive.

The tiered FastPass+ system and its evolution showcased Disney's continuous efforts to balance guest satisfaction with operational efficiency.

The introduction of virtual queues and boarding groups, as seen with Star Wars: Rise of the Resistance, marked a new approach to managing high-demand attractions.

Disney Genie, a new app, was announced as part of Disney's ongoing efforts to innovate and improve the guest experience, incorporating lessons from past systems.

The shift from free to paid FastPass systems reflects a broader trend in the theme park industry and raises questions about access and equity for guests.

The history of queue management at Disney Parks underscores the importance of balancing technological innovation with the core principles of guest experience.

Transcripts

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Related Tags

Disney Parks FastPass MyMagic+Theme Park Queuing Theory Guest Experience Operations Innovation Customer Satisfaction Entertainment Industry