What Disney Gets Right – and Wrong – for Guests Booking a Vacation

Where I get most frustrated is where they save the experience.

My wife and I love to travel to Walt Disney World. As Floridians, we get the extra perks of saving a few bucks whereas others across the globe have to fork over the additional dough when traveling to the “House of Mouse.” But over the past few years, I’ve learned a few things when booking my trip that really make a difference in the guest experience.

I’ve tried to book my Disney vacation on the website at least six times since 2015. Each time I have to call someone to finalize our vacation plans. The convenience of the website seems great but it never makes sense when I can’t just book it without making a call. That’s until I make the call, that is.

Below I breakdown the specifics of what Disney gets right – and even what they get wrong – when trying to book a Walt Disney World Vacation.

The Website

For many guests, this is the first touch point they’ll have before ever reaching Disney property. It’s a well laid-out and up-to-date website. The user experience is spot on and very informative about what you can expect from pricing to experience. It’s when you start getting into the details that it gets frustrating.

Logging on the site you can see what resorts are available when with an estimated price. Clicking through details of your trip with theme park tickets always throws the process off for me and I need to call the number for help booking my trip.

Years ago I thought this was a “me thing” and I couldn’t figure out the website.

But years and a half-dozen trips later, I believe it’s intentional. When I get to the point where you select your resort, vacation days, and theme park tickets, the website loads an error page. When I’m sure I want to book a vacation, I simply call. The website drives me nuts but when the friendly booking agent answers on the other line, I know they’re going to take care of any issues I have.

Calling to book

I work in internet marketing and know often websites are simply a marketing tool like any other pamphlet or mall kiosk for Disney. Being in my early 30s, I’m of the generation that simply wants to take care of most financial and work decisions from my laptop or devices. Not being able to do so is where I feel the company is getting it wrong.

However, the phone call is where they immediately redeem themselves and get it right. See the truth is, the best guest experience often happens while talking to another person. I’ve never been stuck on hold dealing solely with an automated voice messaging system. I’m always connected with someone in seconds.

In my experience, Disney’s staff – from the first booking agent to cast members in the park – are incredibly friendly and well-versed in the company and culture.

The time I spend fishing around the website usually gives me a good idea of what experience I’m looking for and what I’m willing to spend. By the time a booking agent answers the phone, the whole experience is smooth sailing and I’m happy with my decision.

Checking in

Booking agents always asked detailed questions about why you’re traveling: Is it an anniversary? Maybe someone in the family has a birthday or big event they’re celebrating? From the first touch point, Walt Disney World employees are trying to cater to the guest experience. That’s when they follow up and keep the good experience going.

The second you get off the phone, they’ve already sent you an updated itinerary with information on how to cater to your future Walt Disney World vacation via email. There’s something very reassuring that this company is going out of its way to ensure your vacation is a memorable experience.

On average, more than 58 million people from around the world travel to Walt Disney World in Orlando, Florida every year. That’s more than a lot of guests to give a magical experience to. Time after time, I’m amazed at how they pull it off.

Cast members on-site and off check in with guests to make sure their experience is truly magical and the vacation is as smooth and easy as possible. Months before a trip, I’ll get email and phone call reminders about my trip and questions about what I expect before arrival.

So the millennial in me may dread the need to call to book my trip. But I can honestly say that’s where the magic begins. That call is where I know they want me and my family to be their guests.