#chapek

The original FastPass concept was simple enough and user-friendly after a short explanation. Likewise, MaxPass was quite easy to use (especially for Disneyland regulars). This new system, on the other hand is a total clusterfuck in terms of UI and usability:

- the names of the services are bad at explaining what they do and will leave many guests confused

- the system has so many different steps and tiers to it. Some people were confused by the relatively simple FastPass concept. I can’t imagine the headaches this will cause due to its relative complexity alone

- similarly, you know there will be people who think they can use Genie+ to go on every ride, which will cause unnecessary problems for CMs

- I seem to recall (and correct me if anyone knows more) FastPass and FastPass+ are used by relatively small percentages of guests, for various reasons, yet the Genie rollout seems to indicate Disney wants all guests to use this system. If so, this will only serve to exponentially heighten the aforementioned problems

This doesn’t even get into the absurd pricing, which essentially tells a family of four they would need to buy an additional ticket per day to enjoy the park “properly” ($60-$80 + Lightning Lane individual rides). And that’s just for a single day.

But really, this goes against two core principles of theme parks: accessibility and freedom. In most theme parks, there is an expectation by the guest that upon entering a park they will be experiencing something of value. Creating this “pay-to-play” type of experience has the potential to greatly diminish this value, as guests who do not participate in Genie+/Lightning Lane ultimately do not get the full experience they have paid for (This is significantly different than the FastPass system, which was included for free with park entry, ensuring all guests had equal opportunity to use it). If ticket prices were lowered to accommodate for this new charge, that might be one thing, but instead Chapek and Co. are essentially bringing back the ticket book system and adding it onto the already steep ticket prices. Yes, you can opt out, but this system is designed to ensure you will not get the day you want unless you participate.

Additionally, the guest has an expectation of freedom, in so far as they will be free to select their experiences for the day and change plans at will. Genie and Genie+ seek to streamline this process by providing recommendations, in effect telling you what to do and removing *your* agency over *your* vacation/free time. This may be useful to some people, but it attempts to turn a theme park into a largely linear experience, and damages the integrity of the park in ways that execs likely have not thought about, let alone considered.

It’s incredibly frustrating to see such wrongheadedness at play here. I can guarantee that the only thoughts here were not about guests, or enjoyability, or the well-being of the parks as a whole. This is greed, pure and simple.

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