In a discussion with the Wall Street Journal, Disney CEO Bob Chapek talked about the park reservation system that Disney has held on to after being a tool of the pandemic. Disney is currently being sued at both Disneyland and Walt Disney World over the system, but Chapek essentially dismissed criticisms of the system, noting that it creates a great guest experience. In the past, Chapek rightly notes that a “family from Seattle” could be turned away at the gate during some of the busiest times of the year because of high demand during holiday periods. Chapek notes that with the Disney Park Pass reservation system, guests visiting from all over now know if they will be able to get into the park.
Chapek said that the reservation system is essentially the same system that hotels and airlines used due to their fixed capacity. Disney has set a fixed capacity of what it believes will result in a great guest experience and the park reservation system allows them to manage demand without turning guests away at the gates.
Chapek said that the concept of the park reservation system is “heresy” to some fans, but notes that it’s “not only good business practice in terms of maximizing shareholder value, but more importantly, it protects the guest experience so that when you get into the park, you can have confidence it’s not going to be overcrowded”.
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