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Disney’s Virtual Queue Catastrophe Hits the High Seas: Cruise Line’s New System Sparks Outrage

BBG News

If you found every implementation of the virtual queues at Walt Disney World and Disneyland to be disastrous, it seems Disney is planning to transfer that frustration onto the high seas with their Disney Cruise Line.

During the Disney Wish’s trip on April 21st, passengers encountered an unexpected change – the implementation of a virtual queue system for preferred onboard activities. Using the Disney Cruise Line’s Navigator app, they were invited to schedule times for character interactions and attractions such as the AquaMouse water coaster. The app can be accessed without a paid Wi-Fi package, but this new policy has sparked debate nonetheless.

It turns out that the use of virtual queues in Disney’s Orlando and Anaheim parks hasn’t been well-received. Initially, they were marketed as a means to “improve” the visitor experience by minimizing physical wait times. However, the outcome has been quite different from what was promised. For popular rides such as Guardians of the Galaxy: Cosmic Rewind, TRON Lightcycle / Run, and Star Wars: Rise of the Resistance, virtual queues often left guests disappointed because they either couldn’t secure a spot quickly enough or experienced connection issues with their mobile devices. These visitors had already spent hundreds of dollars just to gain park entry.

As soon as reservations went live every morning, it wasn’t about being an early bird or having a well-thought plan; instead, it was more like a competition against technology.

Disney not only transformed the system into a lucrative upselling opportunity, but also made it such that guests who couldn’t secure a boarding group via the free virtual queue were given the option to pay more for priority access – a move that appeared as an additional expense disguised as guest freedom. Essentially, Disney deliberately created a shortage to sell a remedy to a problem they themselves had devised.

Currently, it appears the company might repeat an error in their sea voyages, as managing crowds is generally more complex at sea. However, the atmosphere of a Disney Cruise has consistently been about tranquility and ease. Forcing families, who often choose cruises as a tech-free, stress-reduced escape, into another chaotic struggle for reservations contradicts the unique charm that distinguishes Disney Cruise Line from other companies.

Also, who wants to bring their phone to a waterslide?

As a devoted Disney cruiser, I’ve noticed a variety of responses on social media, particularly within our dedicated Facebook groups. Some enthusiasts appreciate the concept of pre-booking time slots for attractions like AquaMouse, as it helps avoid long waits that can reach 45 minutes or more during peak hours, despite Disney seemingly overlooking the need for a larger queue area to accommodate the crowd. However, there are others who express concerns about potential internet connectivity issues at sea, which could make even the complimentary app access challenging. Furthermore, they worry that the constant management of reservations might undermine the carefree and enchanting experience that Disney cruises are renowned for, potentially diluting the very magic we all love.

Theme park virtual queues didn’t meet expectations, particularly displeasing guests who felt they were shortchanged on rides they had paid a premium to enjoy. Now, similar systems being introduced on Disney Cruise Line spark worry. It appears that once again, Disney prioritizes generating artificial scarcity over guest satisfaction, which could pave the way for more additional charges in the future.

If Disney aims to maintain the high-quality image of its cruise line, it could be beneficial for them to keep the significant flaws typically found in their theme parks confined to land – rather than bringing those issues aboard the ships.

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2025-04-29 23:55

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