Disneyland®

User Experience Report

Week of April 3rd, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Disneyland®'s key feedback

Lightning Pass Issues

Many users find the Lightning Pass to be ineffective and not worth the additional cost, as it often provides access to low-demand attractions or inconvenient times for popular rides. Approximately 20% of users express dissatisfaction with this feature.

The Lightning Pass was almost useless, offering times for popular rides hours after we wanted to ride them.

App Navigation Confusion

A significant number of users report that the app is confusing and difficult to navigate, making it challenging to complete tasks like booking tickets or finding information. This issue affects about 15% of users.

The app is confusing and hard to use, making it difficult to find where to go or book tickets.

Reservation and Payment Problems

Users frequently encounter issues with making reservations and payments, such as errors during checkout or difficulty applying discounts, affecting around 10% of users.

I tried to buy tickets, but the app kept sending the money back to me, making it impossible to complete the purchase.

Customer Service Concerns

Some users have negative experiences with customer service, including unhelpful or rude staff, which diminishes their overall experience. This issue is mentioned by about 5% of users.

An employee was rude and unapologetic when the Lightning Pass wasn't working, which was very frustrating.

COMPETITORS ANALYSIS

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#1 USERS CHOICE

Universal Orlando Resort™ App

The app receives mixed reviews, with users praising its informative features and interactive map, but criticizing frequent crashes, slow performance, and inaccurate wait times. Many users find it difficult to navigate and experience issues with mobile ordering and ticket management.

#2 RUNNER UP

Disneyland®

User feedback for the Disneyland app is polarized; while some users appreciate its helpful features like maps and character locations, others are frustrated by technical issues such as app crashes, difficulty in navigation, and problems with the Lightning Lane feature. The app is praised for enhancing the park experience but criticized for its complexity and occasional unreliability.

#3 Straggler

SeaWorld Discovery Guide

The SeaWorld app is generally criticized for being unreliable, with users experiencing frequent crashes and inaccurate information. While some appreciate the map and showtime features, many find the app to be a poor reflection of the park's offerings, with issues in accessing tickets and making purchases.

Nuggets

Major Highlights of the Week

Lightning Pass Issues

The Lightning Pass system is perceived as ineffective, with users finding it difficult to secure timely access to high-demand rides, rendering the pass nearly useless. This diminishes the perceived value of the pass, leading to dissatisfaction with the additional cost.

The Lightning Pass offered times for popular rides hours after we wanted to ride, making it a waste of money.

Employee Conduct

Instances of unprofessional behavior by park employees, such as rudeness and lack of accountability, negatively impact the guest experience. This behavior undermines the brand's reputation for customer service excellence.

An employee was rude and removed his name tag after a boarding issue, which was very unprofessional.

Mobile Pay Limitations

The app's mobile payment system does not support Disney Chase discounts, frustrating users who expect seamless integration of their benefits. This limitation reduces the convenience and appeal of using the app for transactions.

I couldn't use my Disney Chase discount with mobile pay, which was very disappointing.

Reservation System Flaws

Users experience difficulties with the app's reservation system, including errors and unavailability notifications after completing the booking process. This leads to frustration and a perception of inefficiency in planning their visit.

After selecting our park and date, the app said 'oops your date is not available' at checkout.

Dietary Options Lacking

The app does not provide sufficient information on allergy-friendly or vegetarian dining options, complicating meal planning for guests with dietary restrictions. This oversight can lead to negative experiences and unmet expectations.

As a vegetarian, I found very few dining options and no allergy info on the app.

Navigation Challenges

The app's navigation is criticized for being confusing and not user-friendly, with users struggling to find key information like wait times and parade schedules. This hampers the app's effectiveness in enhancing the park experience.

I found it hard to navigate the app and couldn't easily find wait times or parade schedules.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Lightning Pass Issues

Employee Conduct

Mobile Pay Limitations

Reservation System Flaws

Dietary Options Lacking

Navigation Challenges

Quotes of the week

Hear from some of the most impactful users to drive changes

The app is confusing and hard to use. I paid extra for the Lightning Lane only to find out you have to schedule it, which was absolutely worthless. I would love to get my money back.

Wasteofteandmoney

Week of April 3rd, 2025

The Lightning Pass was not working for almost 3 hours, and an employee was super rude to my family about it. Very short, very clipped, very unapologetic.

Rude worker

Week of April 3rd, 2025

I wish they would update their menus to include allergy info on the apps. WDW has it on most places, and that makes it much easier to plan ahead or order on the go, especially when working around multiple food allergies.

fixthisphotoissue

Week of April 3rd, 2025

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The quotes of the week

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The app is confusing and hard to use. I paid extra for the Lightning Lane only to find out you have to schedule it, which was absolutely worthless. I would love to get my money back.

Candice Wu

App Store

The Lightning Pass was not working for almost 3 hours, and an employee was super rude to my family about it. Very short, very clipped, very unapologetic.

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Disneyland®

Top Insights This Week

Lightning Pass Issues

App Navigation Confusion

Reservation and Payment Problems

Customer Service Concerns

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

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The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

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