Disney World Leaders: Understanding the Disney Bubble and How Guests “Live in the Magic. For over half a century, Walt Disney World has been the ultimate destination for families seeking unforgettable fun. Sprawling across nearly 30,000 acres – almost twice the size of Manhattan! This incredible resort has created a magic that’s simply unmatched. Recently, Disney World executives gave a special peek behind the curtain, revealing the heart of their enduring success: listening to you, the guest.
Living Inside the Beloved “Disney Bubble” – For us Disney World fans, the term “Disney bubble” isn’t just a phrase – it’s a feeling. It’s an incredible sense of immersion from the moment we arrive until we reluctantly head home. It’s the joy of escaping reality and being surrounded by the magic, whether we’re exploring the parks, relaxing at our resort, indulging in delicious treats, or hopping on the monorail.
As Alison Armor, Vice President of Resorts Operations, perfectly put it, “I think I first heard the term from our guest voice when we would ask them, ‘Why are you booking? Why are you coming back?’”
Overseeing a staggering 29,000 rooms across more than 25 resort hotels, and having previously managed the resort’s transportation system, Alison knows firsthand how crucial a seamless guest experience is. “It’s the anticipation and the expectation that they’re going to live in the magic. And that’s what they walk away with, the feeling of immersion in our story from beginning to end,” she explained. “To do that really requires all of us united to make that happen.”
Chelsea Filley, Vice President of Customer Experience and Commercial Strategy, understands that for first-timers (and even seasoned pros!), planning a Disney trip can feel overwhelming. That’s why Disney is focused on making the process as smooth as possible, so we can all arrive feeling confident and ready to soak up every magical moment. “You can truly do everything here,” Chelsea shared. “The bubble is what makes the magic, and you want that magic to feel like ‘I’m making the most of my time here.’”
The Power of Our Voices: Disney Listens! – As passionate Disney fans, we know that even the smallest changes don’t go unnoticed. That’s why Disney leaders are constantly balancing guest feedback with their own innovative ideas. Jason Kirk, Senior Vice President of Operations for the four theme parks, emphasized the importance of being in the parks every day, connecting directly with guests. This, combined with data analysis, allows them to address concerns and find solutions for a better experience for everyone. “We have to try to make the best decision for all our guests,” Jason said.
Chelsea Filley highlighted how the challenges of the pandemic led to the creation of a dedicated Customer Experience (CX) team. “We have never been more well-positioned to hear from our guests and act on it,” she shared, emphasizing their commitment to understanding and alleviating any complexities in the planning and booking process.
Making Magic for Families: Now and Always
Disney World has an incredible knack for creating those core memories that stay with us forever. This summer, they’re rolling out some exciting initiatives specifically designed to make family vacations even more magical. Why focus on summer? Chelsea Filley explained, “An interesting fact we heard from them is that this is the time that’s easiest for them to plan.”
To make those summer dreams even more attainable, Disney is bringing back fan-favorite offers like the free dining plan and a fantastic 50% off kids’ tickets deal. “We want to have these great offers for our guests because we know it’s a great time for them to come and they’re telling us they’re going to have a wonderful experience when they’re here,” Chelsea added.
Inside the parks, we can look forward to more kid zones, fun entertainment, and increased character interactions, including a Goofy takeover at EPCOT’s CommuniCore Hall! “We’re being very intentional and really celebrating the family experience,” Alison Armor shared.
And the magic doesn’t stop at the parks! “Guests tell us one of the best-kept secrets of staying at a Disney Resort is all the activities available,” Alison said. They’re creating even more resort programming so families can enjoy their time both in and out of the parks. She even shared a heartwarming story about the transformative impact of scheduled character appearances at the resorts, creating instant magic for arriving families. “It’s been transformative.”
Speaking as fellow Disney parents, Alison Armor shared, “I know I speak for all five of us, we are Disney parents who have spent a whole lifetime planning these trips with our own children, and it’s so important that we do right by Disney families. We’re continuing to ideate and create ways that they can have moments and memories that will keep them coming back to property every time they come back to Walt Disney World.”
Jason Kirk also reminded us that while many of us are frequent visitors, a significant portion of guests are experiencing the magic for the very first time. He pointed out that roughly one-third of domestic visitors haven’t even experienced the wonders of Pandora – The World of Avatar, Toy Story Land, Star Wars: Galaxy’s Edge, Tiana’s Bayou Adventure, or TRON / Lightcycle Run! “Think about that: they haven’t seen Pandora, Toy Story Land, Star Wars: Galaxy’s Edge, Tiana’s Bayou Adventure, TRON / Lightcycle Run, right? So, when they come here, all of those experiences will still be new to them,” he said. “But at the same time, we have to continue to have fresh new experiences for the guests who come more often.”
Continuing the Legacy: From Buzz to Beyond!
In exciting news for us loyal fans (and a personal favorite of Jason Kirk’s family!), Buzz Lightyear’s Space Ranger Spin is getting a major upgrade this year! We can look forward to brand-new, more reactive blasters that even the youngest Space Rangers will love. Jason noted that this commitment to refreshing and adding new experiences is a tradition that dates back to Disneyland’s opening in 1955. “At Walt Disney World, we’re just continuing that legacy.”
Michael Hundgen, Portfolio Executive Creative Producer, echoed this sentiment, saying, “This is us going back and saying, ‘You know what? This experience needs some love. It’s the OG. This is a great update to a classic attraction at Magic Kingdom.’”
And the future of Magic Kingdom is looking brighter than ever! As the most visited theme park in the world, it’s slated to be the centerpiece of a massive upcoming expansion – the biggest in its history! Michael Hundgen even shared a fun throwback to his high school days, where he developed an idea for a Villains theme park at Walt Disney World. “To fast forward all these years later and to know we’re building a Villains land at the Magic Kingdom, who would have thought?” he exclaimed.
Looking ahead, Jason Kirk expressed his pride in training and developing the next generation of Disney World leaders and cast members. “I’m optimistic because I know they’ve got this; they have the passion that we had, and we’re set for decades and decades of this amazing guest service that our guests have all come to expect.”
It’s clear that Walt Disney World’s commitment to listening to its guests, combined with a passion for innovation and a deep respect for its legacy, ensures that the magic will continue to thrive for many years to come. So, fellow Disney fans, get ready for even more unforgettable memories in the most magical place on Earth!
Disney World Leaders: Understanding the Disney Bubble and How Guests “Live in the Magic
