27 December 2010 by Steven Ford - Orlando Sentinel
Anyone who has ever pushed past the turnstiles at any of the Disney World parks knows that Disney is well-acquainted with crowd control, from routing people around midday parades in the middle of the Magic Kingdom to ushering guests out of Epcot after the last fireworks have blazed out at IllumiNations.
Disney’s crowd management is especially evident during this typically crowded holiday season, too. And recently The New York Times published an insightful piece about how Disney World controls the guest experience with high-technology prowess aimed at reducing wait times for attractions.
Whether you’re a yearlong passholder or occasional visitor, the report is a fascinating behind-the-scenes look at something most people take for granted until the systems break down in unbearably long lines for the Dumbo ride in Fantasyland or a late-night exit from the park that turns into an hourlong wait for an overcrowded and much-delayed monorail train.
Disney, of course, long has tried to control the crowds in attendance at its parks. And not all of the company’s efforts have been necessarily high-tech, either.
After “Fantasmic!” proved to be so popular after its premier at Hollwood Studios (then called MGM Studios) in the late ’90s, additional seating was added to handle more crowds.
And even recently, Disney began trying to manipulate its dining crowds through the use of coupons for guests who were willing to dine at times other than the typical ones for lunch and dinner.
None of these efforts to improve the guest experience are new, of course. More than 15 years ago, the Sentinel even carried a story about how Disney’s crowd-control efforts might even help show the British government how to manage the hordes of visitors who flocked to see the Crown Jewels in the Tower of London. The factually inaccurate report turned out to be a tabloid-fueled media sensation in the U.K., but it also demonstrated correctly just how synonymous the words “Disney” and “crowd control” can be.
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