Disneyland or Queueland?

[PragmaticIdealist]

In another thread, Monotonehell just lodged a common criticism about the gauntlet of queues guests now have to navigate just to get to the entrance of Disneyland. And, I thought the topic is deserving of a separate discussion because Disney can minimize the lengths of many of these queues, but it chooses not to do so in order to operate in a more cost-effective way.

Are any of the queues at Disneyland that you experience especially grating to you and, as such, especially deserving of management's attention?

I can think of a few that smack of poor customer service, myself.

[Yendorb]

Re: Disneyland or Queueland?

The trams are the worst offenders, the lines to get on and off of the trams become so crowded during busy times. Disney designed 4 tram loading/unloading areas at both the Mickey and friends and at the tram drop-off location. But they are underused. I know that predicting flow is not an exact science, however, management can respond more quickly to the crowds and bring more trams online.

B.D.C.A. (before dca?) walking to or from your vehicle was a simple thing. Now the path is small and obscured, and requires people to cross a major intersection. Poor design.

One area that they quickly fixed was the Mickey and friends structure. When it first opened, the designers had messed up and forced the people exiting thier vehicles to walk into oncoming traffic to get to the park. Disney reversed the direction of parking and the entrance path of the vehicles which has been a great improvement.

Lines are a fact of life, but these are some of the ones that are just poor service.

[flynnibus]

Re: Disneyland or Queueland?

can we outline some of the 'offenders' ?

parking entrance booths
stairwells/ramps
trams
security
ticket booths
park entrance

what else possibly?

[CUatDL]

Re: Disneyland or Queueland?

The trams areas are the worst offenders. They are extremely understaffed and people (guests) don't know where to go. It doesn't help that they keep changing usage. Sometimes some areas are unloading only, sometimes loading and unloading, even this could be helped with more staff directing people. The worst is when they have a crowded loading area and they have to unload at the same place. Not enought room.

The queue to get in is just as bad. First you go through security (often a real bottle neck), then if you do not have admission media you must queue up to buy admission, then you have to queue up to get in the park of your choice.

Much of this could be avoided by simply having more staff to perfrom the tasks and direct people.

Just MHO, YMMV

[email protected]

Andy

[monotonehell]

Re: Disneyland or Queueland?

In another thread, Monotonehell just lodged a common criticism about the gauntlet of queues guests now have to navigate just to get to the entrance of Disneyland...

DOBBER! :lol:

Are any of the queues at Disneyland that you experience especially grating to you and, as such, especially deserving of management's attention?

You know, I forgot about all the queues that add insult to injury - the ones you must join to EXIT! Which are pretty much a reverse of the gauntlet to get in.

I think the first thing that needs addressing is the Tramzilla bottleneck. Improve the foot path for those who choose to walk. Then look at the capacity of the trams and alternatives that can deal with the eb and flow of guests arrivals and departures. A lot of the waiting is because managment doesn't want (and fair enough) to have drivers on standby just in case of increases in guests. Possibly some automatic system could be looked into that doesn't get affected by swelling crowds (PEOPLEMOVERS! :yea

But before that they'd need to get the Plaza sorted. Otherwise the crowds would just bottleneck at the gates. There was a time where I was suspicious that the trams were used as a regulator to keep the crowds at a manageable level at the gates, but a former CM assures me that management aren't that forward thinking.

[techskip]

Re: Disneyland or Queueland?

At what point do we stop pointing the finger at Disney and start pointing the finger at the public and the fact that the park is extremely popular. The majority of these Queuezilla's are during peak times and peak days. It is the equivalent of complaining about waiting for Indy for 90 minutes in the middle of summer. Considering the amount of individuals they move in a day I would say the trams are extremely effective, and bringing another one online is not an easy task if they have to physically call in a driver who is not on property. As far as the placement of the security checkpoints, they are placed in front of the tram stops but far enough back to allow for the queue that will always form in front of a bottleneck. Look at LAX... their procedures for bag check are a lot more strict and their lines are a great deal longer. The ticket booths are designed as one common queue to serve multiple stations. This technique has become more and more popular, mainly at banks with a high volume of clients. However this only works when those at the front are paying attention. The main "offender" would be the physical gates themselves which do not have a distinct queue. I asked about this while I worked there and it was deemed a safety hazard to have ropes and poles up in the middle of a large crowd.

Considering the sheer number of individuals that Disney hosts on a daily basis I think they do an amazing job. Sure the park gets crowded but at that point the individual who attends is as much to blame as Disney. Disney didn't force you to go on a crowded day... you chose to.

[mycroft16]

Re: Disneyland or Queueland?

The only line that I have consistently seen that is horrendous is the line for the Trams. Main Gate lines generally aren't that bad. Even on the day POTC reopened it was handled pretty good. The line got really long really fast and they opened additional turnstiles pretty quickly. I have been there on days when they don't open additional turnstiles though and that isn't very service oriented, though they may have been genuinely short handed that day.

Sometimes bathrooms can get some wicked bottlenecks as they are generally out of the way (understandably) and in narrow areas.

[SparkyLD]

Re: Disneyland or Queueland?

Here we go again........

[PragmaticIdealist]

Re: Disneyland or Queueland?

I think it's safe to assume that people are more willing to wait for something that is enjoyable, i.e. an attraction, than something that is unpleasant, such as a place where Disney is demanding money.

Also, one of the reasons I think service at the trams to the parking areas is as bad as it often is has much to do with the fact that there is no place to register grievances once guests leave the trams. Guest Relations needs to position hosts and hostesses in the parking areas to handle any potential problems.

[thejoshualee]

Re: Disneyland or Queueland?

Just get rid of the ineffective security checks.

Frankly, if you go to Disneyland, you are gonna be standing in a lot of lines. I don't mind them.

I would like to see a more organized isle system for the trams though. The lines on the ground that outline the seats on the tram are largely ignored. If I remember right, Disney World has chains set up that form lines for specific seats on the tram. Every time people jump across the lines, cutting people off, and making the situation far to nasty. [email protected] is right about the inconsistency with the tram loading and unloading.

Frankly, chains, or if we want to be classy, velvet ropes would be great for all the pre-park lines. They would set up the rules and keep people more organized.

[Yendorb]

Re: Disneyland or Queueland?

Just get rid of the ineffective security checks.

Frankly, if you go to Disneyland, you are gonna be standing in a lot of lines. I don't mind them.

I would like to see a more organized isle system for the trams though. The lines on the ground that outline the seats on the tram are largely ignored. If I remember right, Disney World has chains set up that form lines for specific seats on the tram. Every time people jump across the lines, cutting people off, and making the situation far to nasty. [email protected] is right about the inconsistency with the tram loading and unloading.

Frankly, chains, or if we want to be classy, velvet ropes would be great for all the pre-park lines. They would set up the rules and keep people more organized.

This would be a good addition, I frequently see people trying to get home cutting in front of others to get a seat. Families having to wait and fight for the ability to sit together on the tram.

[Yendorb]

Re: Disneyland or Queueland?

At what point do we stop pointing the finger at Disney and start pointing the finger at the public and the fact that the park is extremely popular. The majority of these Queuezilla's are during peak times and peak days. It is the equivalent of complaining about waiting for Indy for 90 minutes in the middle of summer. Considering the amount of individuals they move in a day I would say the trams are extremely effective, and bringing another one online is not an easy task if they have to physically call in a driver who is not on property. As far as the placement of the security checkpoints, they are placed in front of the tram stops but far enough back to allow for the queue that will always form in front of a bottleneck. Look at LAX... their procedures for bag check are a lot more strict and their lines are a great deal longer. The ticket booths are designed as one common queue to serve multiple stations. This technique has become more and more popular, mainly at banks with a high volume of clients. However this only works when those at the front are paying attention. The main "offender" would be the physical gates themselves which do not have a distinct queue. I asked about this while I worked there and it was deemed a safety hazard to have ropes and poles up in the middle of a large crowd.

Considering the sheer number of individuals that Disney hosts on a daily basis I think they do an amazing job. Sure the park gets crowded but at that point the individual who attends is as much to blame as Disney. Disney didn't force you to go on a crowded day... you chose to.

There is a difference between a ride having a line, and even lowering capacity (by removing vehicles, etc), and lines and bottlenecks that hinder guest flow. The public should expect a line for Indy, pirates, etc. but not to get on the tram, to get through security, etc.

It is simple planning and forcasting that if the parks have x number of guests, then there will be a need for x number of trams to handle them. If the problem only existed once in a while, then I would be more understanding, but when the problem occurs daily, it is a management problem.

[lazyboy97O]

Re: Disneyland or Queueland?

If I remember correctly, the Disneyland Resort has yet to implement the "No Bags" security entrance.

The biometric ticketing system would technically allow Disney to operate entrance turnstiles without having a Cast Member stationed at each turnstile. The problem with this is that people do not always notice open turnstiles.

[BoygunaSurf]

Re: Disneyland or Queueland?

I think this all comes back to the obesity problems in the US. If you have two legs, that work, get off that plastic seat of the tram and walk.

[Yendorb]

Re: Disneyland or Queueland?

I think this all comes back to the obesity problems in the US. If you have two legs, that work, get off that plastic seat of the tram and walk.

For most people, the path is hidden and obscured. and they have to cross a major intersection. again, poor design.

[MollyTrolly]

Re: Disneyland or Queueland?

The tram loading is a bad design. I dont totally remember how it is in WDW but what others have suggested seem better than what we have right now. Everyone is usually willing to deal with the tram issue because you have just arrived, and hey You are going to Disneyland!!!!

Aside from that I don't think I mind most of the other queues, maybe at pizza port because its confusing for some to go around the food stations where they dont want anything and causes unneeded bottlenecks.

If I remember correctly, the Disneyland Resort has yet to implement the "No Bags" security entrance.

I was surprised they actually did have this on 10/21 at 5am for people arriving for the Choc walk, but thats the only time I have seen it.

[flynnibus]

Re: Disneyland or Queueland?

At what point do we stop pointing the finger at Disney and start pointing the finger at the public and the fact that the park is extremely popular.

Systems are designed for loads. You shouldn't just assume because its popular there SHOULD be a big wait. You design to handle your crowd loads. If people didn't adapt when things change, lines would just get longer and longer. Airports open a new terminal, they expect more passengers, they adapt their methods to handle the load - not just let the crowds build unattended.

Disney is KNOWN for breaking the capacity problem... with innovations like the omnimover, or large capacity boats (like IASW or POTC), or large capacity vehicles (like UoE, GMR, etc).

In short... no one should roll over and just say 'well big waits are expected'.

Disney can aspire to further IMPROVE conditions and further handle higher crowds without affecting customer satisifcation. I think that was the point of the OP - what ideas can be tossed around to further improve the guest satisfaction by removing waits.

Are each of these 'stops' really necessary? Could they be merged, eliminated, redone, etc.

This isn't a 'crowds suck' thread

[PragmaticIdealist]

Re: Disneyland or Queueland?

Specifically, I'm wanting to identify the waits people like the least.

Not all waits are the same. Some of them make people angry. For example, Disney is forcing its guests to wait for trams to and from the parking areas, so that area is of special concern. Are more trams needed? Does Disney need to find a way to make the waits more pleasant for these trams? Does Disney need to make the experience of traveling to and from the parking areas an attraction in itself? These are all possible solutions to a problem that deserves more attention from management.

[mycroft16]

Re: Disneyland or Queueland?

...The public should expect a line for Indy, pirates, etc. but not to get on the tram, to get through security, etc.

It is simple planning and forcasting that if the parks have x number of guests, then there will be a need for x number of trams to handle them. If the problem only existed once in a while, then I would be more understanding, but when the problem occurs daily, it is a management problem.

Agreed. This is a management problem. It has nothing to do with the guests. Rides are always going to have peak times with long lines. They do a really good job of organizing the queues and getting them moving. It's things like Security, park entrance and trams that need attention now. If lines are growing increasingly long at a turnstile and there are only 50% of them open, open up 3 or 4 more and cute the lines a little. You don't want to open to many as then you have TONS of people entering all at once and you create more bottlenecks at the train tunnels. So there is a delicate balance there. Same with Security. There comes a point when you need to open more, but not to many. Having a few more things to look at/do in the Esplanade area would aid in this as it would stem the flow of traffic temporarily in that area and allow the turnstiles to work through a line a bit better.

As for trams, that really does need to be managed better. I've seen nights when they only have 2 trams running and there are massive lines and asking someone, they have other working trams, they have just decided to not use them. That is poor management. The tram trip is the last contact with Disney a guest will have that day, and having worked retail they always tell you that the last contact people have MUST be the best (in retail, the register), at Disney, the tram is often the last contact. It should be a fast, easy, hassle free experience.

[symbolic]

Re: Disneyland or Queueland?

Are micechaters to naive to not understand what trolling is? Cuz he is obviously very entertained by the attention he gets over some seriously bad topics.