The Disney Genie+ service has been divisive amongst park-goers since its introduction, and Cast Members also have a bit of a love-hate relationship with the service.
Lightning Lane sign at Beauty and the Beast show
The Disney Genie service was introduced after the pandemic as a replacement for the old FastPass+ system. The service includes a complimentary planning tool, along with the option to add two additional options. These options are the Genie+ service and purchasing Individual Lightning Lanes.
Many Disney World fans have been vocal about their dislike of the new service, especially when comparing it to the old FastPass+ service, which was free and allowed you to book rides in advance of your trip. And while guests have been very divided over their opinions, Cast Members also feel a lot of the burden of this service. Cast Members on the frontline who are operating the attractions are the ones who often have to deal with a lot of the burden of this divisive service.
A little throwback to FastPass+
Before we get too far, let’s explain a bit about what Genie+ is and how it works. Genie+ is a paid, add-on service that you can add to your park ticket for the day. It can be bought for one or multiple parks each day, and the prices will vary based on the demand. Busy days will see higher prices, while slow days will see cheaper prices. Once you have purchased Genie+, you will use the My Disney Experience app to book your Lightning Lanes. You will be able to book almost any attraction in the park, except for a few major rides that you will need to purchase an Individual Lightning Lane.
Soarin’ Around The World entrance
Each Lightning Lane that you book will have a certain return window, and when it is your time, you head to the attraction and scan in at the Lightning Lane entrance. The Lightning Lane provides a quicker line to experience the attraction, however, the only guarantee is that the line will be shorter than the standby line. It may be a five-minute line, or you may find yourself waiting upwards of 30 minutes if it is a particularly popular ride. While this service provides guests with an option to pay to skip the lines, it has also seen its fair share of critics. Now, let’s get to some of the frustrations of Genie+.
©Disney
Those who are waiting in the stand-by line may have to see lots of Lightning Lane guests loading, or experience longer waits because of the Lightning Lane. As well, those in the Lightning Lane may feel as though their wait is too long, especially since they are now paying for this service. The Lightning Lane is also utilized by those with the Disability Access Service (DAS) and Rider Switches, and with the addition of those who purchased a Lightning Lane, the line can end up fairly busy. This can mean a longer wait for all parties involved, and while Disney tries to report wait times as accurately as possible, they are sometimes off. Cast Members often have to deal with upset guests who have been waiting a long time. The Cast Members are trying their best to be efficient and safe, while also following the ratios set for their attraction. It can be frustrating to end up waiting a long time, but sometimes that will be the case.
Lightning Lane doesn’t guarantee you won’t have to wait.
Another frustration is that when you book a Lightning Lane, you are given a specific window to return to the attraction. It is an hour-long window, and you can show up at any point during the window. However, sometimes things happen, and you may not make the window. Cast Members try their best to accommodate guests, but it is not always possible. The return times are there for a reason and are in place to help with line management. It can be frustrating to miss your window and be denied entry, but Cast Members are simply doing their jobs and trying to ensure the process is fair for everyone.
Cast Members want you to have a good time.
It is also possible that you may have selected a window, only for the ride to be down when you get there. This is something that is completely out of the Cast Members’ control. While definitely frustrating, the good news is that you will automatically receive a multi-experience pass that can either be used later in the day at the same attraction. Or you can view a list of additional attractions that the pass will work at. The multi-experience pass will allow you to tap through the Lightning Lane on one included attraction. You can wait for the original attraction to open again OR use it on a different attraction, not both. When an attraction does go down, you may notice a longer Lightning Lane wait once it reopens, as others will also be redeeming their Lightning Lane. Keep that in mind and be prepared to possibly wait longer.
Sometimes attractions go down!
While the service is still very divisive, understand that Cast Members are likely as frustrated by it as you are. They don’t have control over the Disney Genie+ service, and they also understand your frustrations. Cast Members are doing the best they can with what they have, while making sure everyone is being treated as fairly as possible, and trying to ensure guests have a magical trip. They are juggling a lot at once, so please be patient and kind. A great way to be prepared is to learn more about Genie+. We have lots of resources including this guide, as well as oodles of videos, like the one you can watch right here!
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I think they need to update Genie+ to be more like the FP+ system. I’d feel a lot better about paying that premium if I know I’d have at least 3 rides a day reserved. Nothing was more frustrating than spending the money for Genie+ and only getting to use it for Smugglers Run
Disney can talk about all of the benefits of the Genie Plus and all of the frustrations of cast members caused by the Genie Plus. What is most important is the bottom line. The replacement of the free Fast Pass with the Genie Plus and the Individual Attraction is making a TON OF MONEY for Disney. What effect is this having on the GUESTS IN THE PARK?
1. The cost for a day in the park has gone UP TREMENDOUSLY
2. At the same time, it is VERY INCONVENIENT TO USE THE GENIE PLUS. Ask Grand Parents like my wife and I who have been taking our families to Disney since 1984. Our wonderful memories of years ago are replaced by inconvenience changes and an enormous increase in cost. We don’t have a happy feeling when we see a Disney Commercial on TV.
Disney give back to your Guests. ELIMINATE THE RIDICULOUS, COSTLY AND CONFUSING GENIE PLUS.
Disney what has changed in the park since 2019 when we had THE MAGICAL EXPRESS AND THE FREE FAST PASS WITH THREE RIDES IN ADVANCE, THE DAS WHICH TREATED PEOPLE WITH NEED THE RESPECT THEY ALWAYS DESERVED.
Disney, can you please explain what has changed at Disney since 2019 to justify these horrible changes?