Wait, Is Disney Genie Popular?

Sometimes, you’re absolutely sure of something, but then you find out that you’ve been totally wrong about it.

Like, I was sure the Atlanta Falcons were a playoff team after signing Kirk Cousins. They…really weren’t.

I had that same feeling that Flat Earthers must have when they’re on an airplane. But I had it even more recently than that.

Josh D’Amaro recently spoke at the MoffettNathanson Media, Internet and Communications Conference, and I’ve already written extensively about it.

(Photo by Adam Kissick/SXSW Conference & Festivals via Getty Images)

One of his comments merited a standalone conversation, though.

Folks, the person in charge of all Disney theme parks just made an outlandish claim, one that mystified me.

Photo: Disney

Now, I keep spinning the same question in my head on an infinite loop. “Wait, is Disney Genie popular???”

I cannot possibly believe that, but Josh D’Amaro has forgotten more about Disney than I’ll ever know. So, let’s discuss this shocking turn of events.

What Just Happened?

(Photo by Jesse Grant/Getty Images for 20th Century Studios)

While appearing at Disney’s representative at an investor conference, D’Amaro took the stage during a Q&A session.

One of the people asking questions pointed out a sizable competitive advantage Disney possesses relative to many businesses.

(Photo by Ricardo Moreira/Getty Images for Disney)

“You have direct contact with your clients. In many of the other businesses, you don’t.”

This individual expressed curiosity about how Disney maximized this side benefit of a forward-facing company.

(Photo by Jeff Gritchen/MediaNews Group/Orange County Register via Getty Images)

During a lengthy response, D’Amaro casually dropped in the following tidbit:

“We have an app called Disney Genie that is adopted by almost all the guests that come into our theme park today.”

Photo: The Walt Disney Company-

Do you know those cartoons where the character’s eyeballs briefly pop out of their faces? That was me while reading these comments.

I couldn’t pay attention to anything the Chairman of Disney Experiences said afterward because my mind kept circling back to this comment.

In computer terms, my brain got stuck in an infinite loop. The statement seemed that impossible to me.

Why I’m Confused

My usage of Disney Genie lasted about a week. Disney unveiled the service in October 2021, and we visited soon afterward.

Since I write about Disney for a living, I had planned to put Disney Genie through the wringer to test its upper boundaries.

Photo: Disney

I wanted to see everything the new theme park app could do and all the ways it could help theme park guests.

Then, I fully intended to pass countless pro tips along to you, the readers, hopefully in a series of articles rather than a single one.

Photo: Park Savers

Well, that first article never got written, and the explanation why is simple. I couldn’t in good conscience recommend the app. And I mean to anyone.

A friend from a different Disney-focused site had indicated that the product wasn’t good, but I still kept an open mind…right up until I tried it.

Photo: Patrick T. Fallon/Bloomberg

In case you’re unfamiliar with Disney Genie, former Disney CEO and Disney Experiences Chairman Bob Chapek had prioritized this app.

Disney critics noted that theme park vacations had grown too complex. They felt they needed to read sites like MickeyBlog to maximize their visits.

Photo: Disney

So, Disney created an in-park virtual assistant akin to Siri or Alex, branding it with the lovable Genie character from Aladdin.

Chapek envisioned the product as being the magical genie who would solve the problems of every theme park guest.

Photo: Walt Disney Company

As usual, the fantasy about nascent technology belied the reality of the product. It happens all the time with companies the size of Disney.

The Failed Promise of Disney Genie

Disney Genie+

Disney promised that guests would “unleash the magic of Disney Genie service,” thereby making “your theme park visit easier and more fun.”

In my personal experience, the product worked so well that I just had to search on the app to find Disney Genie because I’d forgotten where it was.

I write at least 20,000 words about Disney every week, yet I haven’t looked at Disney Genie since last November.

That was the month of my most recent visit, during which I once again gave Disney Genie a brief shot. And to my surprise, nothing of note had changed.

Photo:Rappler

Now, I’ll add the caveat here that I’ve written about Disney for a living for many years, making me the polar opposite of the target audience.

So, I readily acknowledge that some people may find value in the service. But the Personalized Itinerary section of the device is highly suspect.

The Tip Board doesn’t seem to care whether it makes you walk all the way across the park, either, and its main purpose appears to be persuading you to splurge for Lightning Lanes.

Notably, Disney Genie will still try to sell you on Lightning Lanes later in the day when Lightning Lane Multi Pass has lost most of its value.

Credit: Disney

Since Disney doesn’t discount the service based on the current remaining hours of operation, well, it’s not great.

Long story short, I’m not a fan of Disney Genie, a textbook example of a business overpromising and (vastly) under-delivering.

While debating the failed promise of Disney Genie, I had an epiphany, though.

Could This Explain D’Amaro’s Belief?

Photo: Orlando Sentinel

What if Josh D’Amaro, the person in charge of Disney theme parks, views My Disney Experience in its entirety as Disney Genie?

Wouldn’t that make a lot more sense than him saying that virtually all guests use Disney Genie?

Alternatively, is D’Amaro actually referring to Disney Genie+, which we now call Lightning Lane? I don’t think that would make as much sense in context.

I’m going back and forth on this because I read MANY Disney forums. Well, I skim through them to track what’s grabbing the attention of fans.

Photo: Computer Hope

Conversations about Disney Genie are few and far between, and most of them include the words, “I never use it.”

So, there’s a massive disconnect between D’Amaro’s statement and my anecdotal experience.

However, he runs the business. I’m just a weirdo on the internet. Thus, I’m inclined to believe that he means what he says.

He has no incentive to lie, especially not in this particular forum of Wall Street investors.

Photo: Disney

That’s what I’m struggling to reconcile. Yes, almost all guests use My Disney Experience. I have no doubt about that. But Disney Genie?!

Something just doesn’t add up here. That’s why I’m still sitting here in the dark, hours after D’Amaro said this, wondering the same thing.

Image: The Healthy Mouse

Is Disney Genie popular? What do you think? Do you always use it at the parks? Please let me know in the comments.

I’d honestly feel better if an unexpected wave of Disney Genie support flowed in as opposed to my current state of total confusion.

Disney Genie+

Nobody I know uses Disney Genie, and many folks have scoffed at the thought when I’ve directly asked them about it. So, what is happening?

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