What Did Disney Get Right and Wrong in 2021?

Sometimes, I think we learn the most from honest introspection.

We all value the ability to identify flaws and failings and work hard to improve them.

I believe the same concept should apply to Disney theme parks as well. So, here are some things I feel Disney got right and wrong in 2021.

Right: 50^th Anniversary Party

On October 1^st, Walt Disney World faced its most significant pandemic stress test to date.

Tens of thousands of guests flocked to Orlando to take part in a birthday celebration.

Yes, Walt Disney World turned 50, and many people wanted to participate in the festivities.

To Disney’s credit, guests discovered relatively short lines and respectful crowds during the first week of this 18-month event.

Even those who are the harshest critics of Disney had to acknowledge that almost everything ran smoothly.

Wrong: Disney KiteTails

Of course, some of the amenities Disney debuted with the birthday party didn’t go as smoothly.

Look, I try hard not to be hypercritical of theme parks, as I understand how challenging the creative process AND maintenance phase are.

Still, I expect a new presentation to last at least a week before it starts generating embarrassing headlines.

The new kite show at Disney’s Animal Kingdom didn’t even make it a day without a gigantic balloon going rogue.

Yes, a kite got stuck in a tree. Who could have possibly seen that coming? Okay, maybe Charlie Brown…and literally everyone else.

Later in the week, a jet ski crashed (no one suffered injury), and a float balloon kind of fizzled out in the stands.

This one’s a big bag of oops.

Right: Remy’s Ratatouille Adventure

For the body of seven years, American Disney fans gazed longingly at ride videos of Remy’s Ratatouille Adventure.

This attraction legitimately staked a claim as the most essential and distinctive ride at Disneyland Paris.

A few years ago, Disney announced that EPCOT would open its own version. We didn’t know whether it could match the quality of its predecessor, though.

Well, I’m happy to report that this ride’s a legitimate masterpiece.

In fact, I’m in awe of Disney for opening Mickey & Minnie’s Runaway Railway, Star Wars: Rise of the Resistance, and Ratatouille over the past two years.

We’re talking about an embarrassment of riches.

Wrong: Pricing

There’s no sugarcoating this one. For several years, I listened to Disney executives discuss their beliefs about pricing elasticity at the parks.

That’s a corporate way of stating that they believed they could charge more for their theme park goods and services.

After the pandemic nuked Disney’s bank account, new CEO Bob Chapek employed some of those strategies.

Suffice to say that fans weren’t happy with this new approach. Many complained that Disney had priced out the common fan.

From Disney’s perspective, there’s no winning this argument. The pandemic caused inflationary concerns across many supply lines.

At theme parks, foods and merchandise grew more expensive for Disney to acquire and produce.

So, they passed the costs along to the customers who could afford them. This move antagonized those fans who already felt price increases were out of control.

I will probably log off the internet for a day or two if either Disneyland or Walt Disney World announces admission ticket increases during the first half of 2022.

The situation has turned that aggressive.

Right: Health and Safety Precautions

I know many of us have grown tired of talking about this. Still, this matter has proven the most pressing of the 21^st century for Disney theme parks.

Faced with a nearly impossible situation, the parks liaised with CDC officials. They trusted the science on pandemic health and safety precautions.

For this reason, face mask policies have fluctuated several times, irritating guests who wish Disney would stick with a single policy.

That’s not a reasonable request, though. Instead, Disney should strengthen rules during outbreaks and then loosen them when infection numbers are under control.

In fact, the most crucial point here remains the basic one. Disney hasn’t faced a dramatic outbreak since the parks reopened.

Yes, you’ll hear the stray story here or there, but health officials swear by Disney’s performance during the pandemic. The company has led by example.

Despite how you may feel when you’re frustrated, Disney has proven that it cares more about your safety than it does about making money off you.

Otherwise, we’d have lax pandemic policies to maximize attendance.

Wrong: Lightning Lane

As you know, Lightning Lane represents two new philosophies at Disney. On the one hand, Lightning Lanes are the shorter line queues on attractions.

Until recently, we called these the FastPass lines. Then, Disney ended the free FastPass program.

However, Lightning Lane also reflects that you must pay extra to guarantee a ride on some attractions.

I think it’s telling that Disney modified Lightning Lane and Disney Genie+ during the Christmas holiday period.

Four of the Lightning Lane attractions, i.e., half of them, switched to Disney Genie+ selections.

Disney wouldn’t do that unless the demand was low for those rides as pay-to-play options.

During the busy Christmas holiday, park officials fretted more about short lines for everyone rather than squeezing a few more bucks out of Lightning Lane.

Right: Space 220 and Steakhouse 71

Disney had promised some new dining options just in time for the 50^th birthday party.

We weren’t sure about either one, especially Space 220, due to the short window Disney had to make good on these promises.

After multiple delays, Space 220 finally opened a few days before Disney turned 50. Then, on October 1^st, Steakhouse 71 opened as well.

These Table Service restaurants immediately became two of the most popular and in-demand establishments at Walt Disney World.

Space 220 dazzles diners with its immersion and showy food and drinks.

Meanwhile, Steakhouse 71 lives up to its name by serving delicious cuts of meat…and some solid vegan options!

Walt Disney World frankly needs more restaurants as reservations have gotten much harder in recent years.

I’m impressed that EPCOT and Disney’s Contemporary Resort added such good ones in time for the 50^th anniversary.

Wrong: Magical Express

Disney, if you prick us, do we not bleed?

I previously mentioned the price increases across the parks. I didn’t delve into details, as we’ve already discussed those points ad nauseam.

Still, one change matters more to Disney fans than the rest. The company eliminated Magical Express at the end of 2021.

Imagine someone with a knife in their back stumbling to the ground. That’s how I felt after this announcement and again when the service ended last week.

From Disney’s perspective, they didn’t have much choice. Unfortunately, Mears Transportation, the company operating those buses, proved an unreliable business partner.

I don’t know what solution they could have invented since Mears dominates the local Orlando transportation industry.

Ending Magical Express feels like a personal attack, though.

Right: Disneyland’s Triumphant Return

I don’t want to belabor the point here, but Disney has feuded with government officials in Florida and California alike.

Famously, Disney disagreed about the reopening guidelines in place in Orange County, California, last year.

These policies prevented Disneyland from returning in 2020. In April of 2021, the park reopened.

A few weeks later, Disneyland Resort even introduced a new themed land, Avengers Campus.

You haven’t heard much about Disneyland lately because most headlines focus on the negative.

Meanwhile, the Happiest Place on Earth has run smoothly since it returned eight months ago. This reopening exceeded all reasonable expectations.

Wrong: Customer Service

Let’s face facts right now. The Walt Disney Company remains understaffed.

Executives miscalculated when they laid off tens of thousands of employees. They believed that everyone would return to Disney at the first opportunity.

The Great Resignation makes that particular philosophy seem woefully misguided with the benefit of hindsight.

Due to this miscalculation, Disney has struggled to staff its customer service positions, particularly the phone lines and email/app support.

I’ve personally waited two weeks for a reply from a Disney cast member about an annual pass issue.

Waiting to speak with a Disney employee can turn into an all-day adventure at the moment.

Disney spit the bit on this one and needs to fix the problem early in 2022 to restore consumer confidence.

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