Disney Parks head Josh D'Amaro comments on Genie+ satisfaction ratings

Sep 07, 2022 in "Disney Genie"

Posted: Wednesday September 7, 2022 2:01pm ET by WDWMAGIC Staff

Speaking at the 2022 Bank of America Securities Media, Communications & Entertainment Conference, Disney parks boss Josh D'Amaro talked about Genie+ and its popularity with guests.

According to Josh, 70% of those guests who purchase Genie+ will repurchase Genie+ on a return visit.

The 70% satisfaction ratings run contrary to anecdotal reports from guests online, but Disney clearly has data that suggests Genie+ is being well received.

Disney Genie+ is an option within the Disney Genie service that makes the former FastPass line available at select attractions, now called Lightning Lane. At Walt Disney World, the introductory pricing is $15 per ticket per day. Certain headline attractions are not part of Genie+, and Lightning Lane access at those attractions requires an Individual Attraction purchase which varies in prices.

Learn more about Disney Genie from our recent articles, including a Disney Genie FAQ, and Genie discussion on the WDWMAGIC Forums.

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    Dranth3 days ago

    He was asked about the past and not specifically FP or FP+ but in context, FP+ is my understanding and would match the reports of cast members on the ratios they would use to let guests through each line.

    Laketravis3 days ago

    Was the bolded referring to FP, FP+, or both? My point was that FP+ was prototyped and engineered to become a pay-for feature from the outset. They knew exactly what they were doing at each phase - increased availability and heightened awareness of the FP+ offering came at the expense of substantially increased SB wait times. Of course it was not sustainable but again, it was intentional. As well as eventually establishing consistent yet reasonable SB wait times regardlesss of current park load (yield management) while maintaining the perceived need to purchase an alternative. So here we are today, over ten years later where the majority of park attractions have consistent wait times no matter how lightly or heavily loaded the parks are yet the perception of needing to pay more for "quicker" access is maintained. Yup, it's been years since 4 hour wait times at WDW were featured on the national evening news. Quite the delicate balance, mission accomplished. Oh, but wait - where is that price point that causes pain and decline in revenue? Have they found it? Are they paying attention to the sacrificial revenue lambs that are suffering at the expense of LL sales? We shall see.

    Dranth3 days ago

    Operationally, it was a problem by the end. The vast majority of line capacity was coming through the FP lane. We had some information posted by Len just a few weeks back spelling this out: Current LL: When asked about FP era: 75-80% is ridiculous and not sustainable. I don't like an offering going from free to paid any more than anyone else but logically, it makes sense if you are a business and you need to reduce utilization. It reduces use through customer self-selection even before the tighter controls you can place on the product as well as makes stockholders happy with a new revenue stream. Paid line skips, revamping DAS access (not commenting on if this was right or wrong, just that it was done), and attendance levels more in a manageable range given park capacity have all combined to make a trip completely doable without needing a line skip on most days for most people.

    Laketravis3 days ago

    FP+ wasn't a problem, it actually served as the model for a revenue based system. I was given a Magic Band and a prototype app in 2012-2013 and told I could pick three rides a day in addition to pulling paper FP's over the course of several visits that year. At the last "meeting" of our focus group we were asked to rank FP+ over/under FP against various metrics and also to put a dollar amount (bracketed choices) on the value we thought FP+ brought. I of course put $0 but obviously my opinion didn't mean crap 😂.

    Dranth3 days ago

    Sure, technically they could have done anything but getting FP+ usage to drop to the current levels of LL would have required a massive reduction making it essentially useless without massive changes to how it worked (number of selections, re-rides, additional selections post using three, etc.). I would say it was both. FP+ was a problem that had to be fixed. It needed to change so that it wasn't eating so much capacity. Charging for a skip the line service is one way to accomplish that goal. That it also created a new revenue stream just made it the obvious best choice from a business point of view.

    Purduevian5 days ago

    I mean obviously Standby and Rope drop are options. However, the quantity/frequency that I am able to get on attractions will get worse if they move to a LLPP/Standby only system.

    Disstevefan15 days ago

    I have also see posts here saying families were able to get on attractions without having to purchase LLMP so there are ways.

    Purduevian5 days ago

    I sure hope not... I don't have the money for LLPP and I can typically do everything I want to do in a day with LLMP. And before someone comes in to tell me that the standby lines would be so short if they got rid of all the skip the lines I would still be able to do everything I wanted with a minimal wait... My "worst" trip to Disney was in October 2021 right before G+ launched and there was no skip the line (still had a great time, just not as good of a time). If the options were LLPP or standby online, I would visit a lot less.

    Disgruntled Walt5 days ago

    For sure. They've basically looked at all aspects of their parks and resorts and said, "Why aren't we profiting from _____?" Then they made it so they are.

    nickys5 days ago

    Hang on, is this why you think they introduced G+ rather than free FP+? That there were too many people using it that they decided it didn’t work. I think they simply decided this was a way to get some new revenue. Paid versions were already in place at DLP and at least one of Tokyo and Shanghai (possibly both) before WDW. When it was first rumoured the discussion included variations of all existing options. So they saw good sales in the other parks and wanted the revenue.

    Jrb19795 days ago

    I personally think they need to get rid of LLMP and just have the Premier Pass. Keep that limited.

    Purduevian5 days ago

    How would reducing the number of passes help the people buying LLMP? Wouldn't that just make rides sell out faster, causing people to get less lightning lanes per day, thus devaluing the upcharge? Disney for sure wants people to feel like LLMP is worth it so they buy it next time/tell their friends they should buy it.

    CaptJackSparrow5 days ago

    Huh? It would be better….

    Purduevian6 days ago

    Why would they make an upcharge worse to help people that didn't purchase the upcharge?