Letter to Disney Execs Re: Monorail

[PawleyPlatoon]

I wrote a letter explaining how upset I am with the reduction of monorail service during EMH. The bottom line is that if I choose to pay a premium price for a premium product, then I should get a premium service. If I get any replies, I will post them through this thread. Perhaps if all of us write letters, we can get this changed. Wish me luck and pixie dust!

Please find below a copy of a letter sent to:
Walt Disney World Guest Relations
Walt Disney World Guest Communications
Robert A. Iger, Chief Executive Officer
Thomas O. Skaggs, Chairman Walt Disney Parks & Resorts
Meg Crofton, President Walt Disney World Resort
Al Weiss, President Worldwide Operations

Dear Sirs,

I am a huge Disney fan and have been all my life.
I have been a loyal patron of the Walt Disney World resort since 1981.
I am an Annual Passholder and have maintained this status for over 10 years.
I have been a guest at the
All Star Music Resort,
Caribbean Beach Resort,
Coronado Springs Resort,
Port Orleans Riverside Resort,
Saratoga Springs Resort and Spa and the
Contemporary Resort Hotel.
I have recommended the Walt Disney World resort to all my family and friends and have helped them plan their vacations there. I hope that my continuing patronage fosters your appreciation.

I have just read with great concern the changes in operating hours to the monorail schedule, specifically changes which affect travel on Extra Magic Hour nights. I have read on an independent Disney website that

Beginning on July 11 2011, the Epcot monorail service will stop operation 1 hour after regular park closing, and from August 1, 2011, the Magic Kingdom monorail will stop operation 1 hour after regular park closing. This means that in both cases, the monorail will not be able to return guests back to their resorts after evening Extra Magic Hours. Guests will instead be transported by bus and boats where available. Morning Extra Magic Hour service has not been affected. All indications are that this is a permanent change.

I am extremely disappointed in this development. It seems that even though ticket and resort prices continue to increase, theme park maintenance and services continue to decrease. That is, I continue to pay more and get less. This is not the way to reward loyal customers.

The Disney Company is a premiere organization and those of us who choose to purchase its services realize that we must pay a premium price. Even though most of us have to carefully budget in order to vacation at Disney World, we do so knowingly and willingly. My family returns year after year for our primary vacation and we enjoy ourselves.

But when we pay for EMH privileges and monorail service at a deluxe resort and you reduce the monorail service while a park is still open during EMH, you go too far! This decision does not reflect the excellence in service which is the Disney Corporation. If I choose to pay a premium price for premium service, THEN LET ME!

We are planning a very important trip to the Walt Disney World Resort in 2013. We are taking my cousin and his family. His oldest daughter was diagnosed at a very young age of a relatively rare disorder which caused her to have strokes. She has had multiple surgeries and is facing another major surgery later this month to help her walk more normally. Without the surgery, she will lose the ability to walk. In addition, she currently suffers from seizures, speech problems and mobility. One of her wishes has been to take a trip to Disney World. However, her parents could never afford this expense due to medical bills. We have decided to pool our money to pay for a trip for them. We plan to do our best to make this trip an awesome event for her.

Our primary consideration in planning is this child’s mobility and convenience.

We chose the Contemporary Resort Hotel for one reason: monorail access for this child. Yes, it’s more expensive to stay at the CR, but it’s worth it to all of us to accommodate her needs. We can more easily navigate her wheelchair at this location via the monorail. In addition to the wheelchair, it is important that her travel go as smoothly as possible because she can have seizures if she becomes overly excited or overly tired. We are happy to make this monetary sacrifice for her.

Yet, even though we are paying a premium price to use the monorail, we can’t use it when we really need it – at the end of a long day. Don’t you realize that the monorail is the largest factor in your guests’ choosing a Deluxe Resort?

You must consider how this decrease in monorail service will directly impact those of us who would pay the extra money to stay at a Deluxe Resort on the monorail line. With this decrease in the monorail schedule, staying on the monorail line just isn’t worth it. I don’t want to pay for service that I can’t enjoy at my leisure. This decision could cost you much more in the long run than any “savings” you may incur up front. This decision damages the reputation of the WDW Resort as it appears to be a sad attempt to save you a few pennies.

I would like this decision changed for both the Magic Kingdom and EPCOT. The monorail should run until at least an hour after EMH closing to accommodate your monorail resort guests.

I look forward to your reply.

RWR

[joonyer]

Good letter, but be careful what you ask for.

While folks that stay on the monorail resorts pay more for those rooms (presumably because of monorail access), up until now Disney has not actually charges any body anything to use the monorails at any time, whether they stay at a monorail resort, another Disney Resort or even an off property resort. Free for everybody.

Not trying to defend Disney's decision, but they are probably saving a lot more than pennies per day. They most expensive part of any operation at Disney is labor costs and when you factor in operators, maintenance and supervisory personnel, shutting down the monorail operations for a few hours per night will probably save them hundreds of thousands of dollars per year. I think they could make up the difference by raising prices of rooms and park passes, and still calling the monorails free to all users. People would be less likely to complain about it.

Disney could start charging a separate fee per ride or per day for the monorail use. I won't be too surprised if they do.

[PawleyPlatoon]

Thanks for your reply.

Monorail/buses/boat transfers are not free. You can bet this is figured into the price of park admission. The monorail resorts provide ease of access to the monorail - not necessarily the monorail itself.

I'm just really frustrated that there is a constant reduction in services and maintenance.

Thanks for listening!

[joonyer]

Thanks for your reply.

Monorail/buses/boat transfers are not free. You can bet this is figured into the price of park admission. The monorail resorts provide ease of access to the monorail - not necessarily the monorail itself.

I'm just really frustrated that there is a constant reduction in services and maintenance.

Thanks for listening!

Of course, you are right, nothing is free. But Disney has always been able to call it "free" even though we know it's not, by not charging a separate fee to use it. I just don't want them to start doing that. I think the feedback would be way too negative for them to really consider it. So more likely, we'll see an increase in room rates and park pass prices to cover it. If they are going to provide EMH for resort guests, they ought to provide all the transportation options, especially to those who are paying the premium rates at CR, Poly and GF. I can see them charging extra for EMH access next.

We have never been able to afford the cost of one of the online monorail resorts. But I have always dreamed of being able to stay there someday and enjoy the convenience of the monorail.

[DVC2004]

It's a good, well thought out letter and for the record, I agree with you. Before we joined DVC we stayed at the monorail resorts frequently. I think it's a terrible move on Disney's part but just another in a long string of cost-cutting take aways in recent years.

I wouldn't expect to hear much from them other than a canned response unfortunately.

[Plex]

It's a good, well thought out letter and for the record, I agree with you. Before we joined DVC we stayed at the monorail resorts frequently. I think it's a terrible move on Disney's part but just another in a long string of cost-cutting take aways in recent years.

I wouldn't expect to hear much from them other than a canned response unfortunately.

Hopefully if they get enough letters like this perhaps they'll do something about it. We just got back and I registered my complaint with the Contemporary Concierge regarding this, as well as some major bus problems that we had while we were there. I'm planning on writing something to them as well. Supposedly Disney cares, so hopefully letters will help.

[gerald72]

Great letter, but I think Disney will only listen when people stop staying at the Monorail Resorts.

[big blue and hairy]

I understand your frustration, but take this into account...

I read on another site that this is beacause of maintainance required on the beams of the monorail. The problem is that there is not enough time to do the maintainance after EMH. According to the other site, the problem is causing monorails to stop and requiring much more frequent changing of the tires underneath.

I understand your frustration, but everything WDW does isn't a "cutback". Do you want to know that the monorail from your resort will get all the way around? If so, just like ride closures, we have to put up with this to keep it working.

[PopPhan]

Well said, BB&H!!

For some reason, I thought that I had read just that reasoning when they first announced the shorter monorail hours. Of course, people will tend to panic and start complaining that they 'lost' perks, when they could lose a lot more than that if the maintenance isn't completed.....and there is a lot more to the monorail than just the cars themselves....

[DisneyDINK]

I understand your frustration, but take this into account...

I read on another site that this is beacause of maintainance required on the beams of the monorail. The problem is that there is not enough time to do the maintainance after EMH. According to the other site, the problem is causing monorails to stop and requiring much more frequent changing of the tires underneath.

I've both seen and read about lots of stoppages on the Monorail, people being evacuated from stalled trains, etc. The monorail is a unique piece of aging park infrastructure. You can't just throw money at it to maintain it, you need time too. I don't like the policy, but I understand it. It would be nice to get something in return for the missing service, but what would it be?

[big blue and hairy]

I've both seen and read about lots of stoppages on the Monorail, people being evacuated from stalled trains, etc. The monorail is a unique piece of aging park infrastructure. You can't just throw money at it to maintain it, you need time too. I don't like the policy, but I understand it. It would be nice to get something in return for the missing service, but what would it be?

Like what? Maintainance is a necessary evil. Things get closed down. Does anyone expect something in return for their favorite ride being down for maintainance during a visit?

Let's look at this from another perspective, during a week-long stay at the Contemporary, you will have one opportunity to use evening EMH at MK and one opportunity to use evening EMH at Epcot. That is based on the EMH schedule here at Intercot. Based on that, there will be a maximum of two times during your stay that you will be forced to use a different mode of transportation. In return, the monorails are more reliable the rest of the time. Is this a huge trade off?

[seanyred]

I don't have a major complaint about the new hours during EMH (mainly because I stay at AKL-Kidani) But the maintenance is necessary and I do use the monorails during they day. If the monorails stopped working during the day because of lack of maintenance that that would disrupt way more guests then two EMH per weeks.

On a side note I think the bigger issue is the monorails and maybe some of the rails need to be replaced. The original lines are 40 years old already and the EPCOT line is almost 29 years old. Hopefully they have plans to update this stuff because extending maintenance times will only help for so long.

[joanna71985]

I feel bad, but I have to side with Disney on this one. It puts a lot of wear-and-tear on the monorails to run so often. By shutting them down earlier, this should help them to run better during the day

[NY GOOFY]

Will the monorail system be running this year during MNSSHP and MVMCP? If they are then it is not a maintenance issue, it is just a cost savings issue.

[texas211]

I understand your frustration, but take this into account...

I read on another site that this is beacause of maintainance required on the beams of the monorail. The problem is that there is not enough time to do the maintainance after EMH. According to the other site, the problem is causing monorails to stop and requiring much more frequent changing of the tires underneath.

I understand your frustration, but everything WDW does isn't a "cutback". Do you want to know that the monorail from your resort will get all the way around? If so, just like ride closures, we have to put up with this to keep it working.

I'm not saying you are wrong, but, i think this is part of the frustration. To me, the quality of the parks (breakdowns, issues, etc) I feel in another 10 years or so, the quality of their product will be at Six Flags level. Some place I visit every 10 years.

[wdwfansince75]

Okay, way back when....Parks open late only during June, July, and Aug...and Christmas and Easter weeks...rest of year, parks close 8-9 PM...no EMH...maintenance on reasonably new Monorail trains keeps up quality...now, there are late hours almost all year....and EMH several nights a week for EPCOT or MK...monorails older and operating many more hours per year...and Disney makes a wise decision to increase maintenance hours on trains and tracks.... Oh, and I am fascinated that
1. Almost nobody does evening EMH...its too crowded...or
2. Everyone does evening EMH at MK and EPCOT (3 extra hours) and Disney owes them something for making these extra 3 hours somewhat inconvenient.

One alternative would have been to cancel MK and EPCOT EMH's to allow earlier closure of the monorails...but most rooms on site are served by bus from the parks...and there are alternatives for all guests. Personally, I would adjust to the slight inconvenience, and definitely would not let diminish my enjoyment of a Disney trip. Giving up the monorail for a few hours on one or two nights of a trip is a small thing if it improves the reliability (and safety) of the monorail for all those other days and hours.
Disney still works for me. It is definitely not descending to Six Flags level. And the resorts beat any other Amusement Park hotels. Although I would like to see more late night eateries in the resorts....could really stand a decent cup of coffee in the morning, too...other than that, I'm happy!

[AndrewJackson]

Okay, way back when....Parks open late only during June, July, and Aug...and Christmas and Easter weeks...rest of year, parks close 8-9 PM...no EMH...

I agree. I have been vacationing at WDW since 1974. In my opinion, Disney is running some crazy hours now. Don't get me wrong, I love it. But I worry about maintenance of the equipment.

Back in the day, we would wait in line for 30+ minutes for every line, and 60+ minutes for any E ticket ride, and a few D ticket rides.

We were last at WDW in March, 2011. With the parks opening early, closing late, and with FP, we were able to do all the rides we wanted, take an afternoon break at the resort, and still not wait in line for more than 15 minutes.

In my opinion, if WDW needs to shut down the monorail line an hour after regular closing hours, I think it is reasonable.

And don't forget that about 10 years ago or so, you had to pay for extra magic nights!

[PopPhan]

For all those complaining about a slight inconvenience on or two nights a week....

What say Disney just take the whole monorail line down for 3 - 6 months to do the needed maintenance (which is very possibly what they should actually do for safety sake!) How would that suit you? At least they are trying to keep the inconvenience to the visitors to a minimum.

This sense of entitlement has gone a bit overboard...much like the 'discussion' when Disney decided to not allow visitors' personal Segways in the parks. Disney provides access/transportation...they do NOT promise what form it will take.

[TheRustyScupper]

1) I think some people need cheese with their whine.

2) If you book Deluxe SOLELY for monorail, then don't book Deluxe.
3) Simple.
4) No one is guaranteed a monorail when booking.
5) Maintenance takes time.
6) I am sure they will consider going back to the schedule.
7) But, beam work takes too much time for limited hours.

[disneykidsince1970]

"

1) I think some people need cheese with their whine.

2) If you book Deluxe SOLELY for monorail, then don't book Deluxe.
3) Simple.
4) No one is guaranteed a monorail when booking.
5) Maintenance takes time.
6) I am sure they will consider going back to the schedule.
7) But, beam work takes too much time for limited hours.

very interesting dicussion. But, with all due respect, if you book the Contemporary, I believe that you are indirectly guaranteed the monorail as a transportation option (w/o comment on the hours that it is available).

If the monorail needs maintenance, then this is obviously a non-negotiable. However, they could have publicized and communicated the situation much better. As many have pointed out, "closing for refurbishment" is something we are all used to and could accept fairly easily.

On another note, a question really... I am not up to date on all the details of the EMH but I believe the issue goes beyond this ... What about people with late seating dinner reservations, or simply enjoying the ambience of a monorail resort? After dropping a few bucks at Cali Grill, the thought of paying a taxi to take me to the GF at 10pm is irritating, I confess. On the other hand, in my younger crazy days, when I was leaving Cali Grill or Citrico's too late for the monorail, the bell guys always offered to drive us to our resort so we didn't have to take a taxi! ...even if it wasn't on the monorail line!