Well, the day has finally arrived — Disney Genie has officially launched at Disney World.
©Disney
And we’re still learning the ins and outs of using the service which helps guests figure out what their priorities are and plan their days at the parks. Guests can buy Genie+, which allows you to skip the line at lots of Disney World attractions, or you can also pay an extra fee for select rides through Individual Attraction Selection. You’ll find all these features on the My Disney Experience app.
But sometimes things happen at Disney World, and rides break down or get closed for one reason or another. What if you’ve paid for an Individual Attraction Selection and that ride is closed? Well, here is what we’ve learned.
This morning, we purchased a pay-per-ride reservation for Star Wars: Rise of the Resistance in Disney’s Hollywood Studios. We got a reservation for later in the day, but as we scanned in for the ride, the ride shut down temporarily.
Rise is Closed Temporarily
We did not receive an automatic refund for our reservation. Instead, we got an “experience redemption,” which was basically a boarding pass for Rise of the Resistance that was good for any time until the end of the day.
Experience Redemption Pass
This pass was only good for Rise of the Resistance (no other rides), and it allowed us to go through the Lightning Lane on Rise of the Resistance one time at any time during the day.
Lightning Lane sign at Rise of the Resistance
We asked a Cast Member what would happen if the ride never reopened during the day, and they informed us that we would be refunded. But if the ride reopened at any point (whether we rode it or not during that time), we would not be refunded.
Rise of the Resistance Entrance
Do note: Once we got this boarding pass, we COULD make another Individual Attraction Selection for our day (normally, each guest can reserve up to 2 in a day). That is because this Experience Redemption Pass was no longer seen as an Individual Ride Selection in the system. When a ride breaks down and then re-opens, it’s considered “in recovery,” so guests who have the redemption pass can buy passes for another ride. So, we were technically able to pay for a third Individual Attraction Selection in one day.
©Disney
Later in the day, Rise of the Resistance opened back up, and we were able to get on the ride.
It’s open!
The line was pretty long for the Lightning Lane (likely because the ride was down for a while), but not nearly as long as the standby line.
Lightning Lane Line
But our luck with this ride was just not great today. While we were on the ride, it broke down again.
Rise is back down
When we got off the ride, we got another “experience redemption” that was also good for one ride on Rise of the Resistance (using the Lightning Lane) any time until the end of the day. And later in the day, the attraction broke down again and we were given our third “experience redemption” pass.
Look out for the blue umbrella!
Disney has said that guests will not receive refunds for the pay-per-ride attractions (even if they don’t ride it) unless the ride breaks down and does not reopen that day. But if your pay-per-ride reservation is moved or unavailable, head to a guest relations spot and ask about what options are open for you. Cast Members there might be able to help you re-arrange your plans or may be able to grant a refund depending on the said attractions’ situation.
Guest Relations building at Hollywood Studios
Again, Disney has said that refunds are not guaranteed, even if the ride breaks down and you’re unable to make the reservation. If you’re ever not sure on what you can do to fix your schedule, check with a nearby Cast Member or the Guest Experience Team (look for the blue umbrella!) to see what your options are. Remember, this is a new process and Cast Members are working through it and learning all the situations as well! So patience and kindness should really be practiced towards those Cast Members!!
We’re doing our best to keep you updated on everything about Disney Genie, so stay tuned for more tips and tricks!
Read MORE about Disney Genie, Genie+, and Individual Attraction Selections HERE!
All About Disney Genie, Genie+, and Individual Attraction Selection
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FULL List of Rides Included With Genie+ in Disney World
3 Tips to OUTSMART Genie+ in Disney World Right Now
Please Stop Skipping These Genie+ Hacks in Disney World (They Really Work!)
Genie+ Tips for the Most Crowded Days in Disney World and Disneyland
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Will you be using the Individual Attraction Selection at Disney World? Let us know in the comments.
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There could be some mighty long lines at DHS Guest Relations!
You’re really taking your chances if you were planning on dinner or anything later in another park and this happens. I’m also really unhappy about the whole pay to ride anyway and this seals the deal for me. I’m happy I was able to bring my kids while they had free fast passes. At this rate we would have to pay an extra $60 just to use the lightning lane for one ride, after paying hundreds to get into the park, with a chance the ride shuts down?! No thanks.
I’m sorry, but your comment reading,
“Remember, this is a new process and Cast Members are working through it and learning all the situations as well! So patience and kindness should really be practiced towards those Cast Members!!”
This is not acceptable. This is a major problem at Disney. They do not train their employees on these new feature for these potential mishaps. The day this stuff goes live, is when the cast members receive the info about it.
I’ve been told this by nearly EVERY SINGLE CAST MEMBER.
It’s basically Training on the job.
Reason? Because Disney does not want information about it leaking.
Fine. But that takes time away from the day that I paid A LOT of money for in that park… for me to stand in the Customer Service line for 3 hours.
This is just like the new Annual Passes. I was told by EVERY cast member I spoke with that the morning the Passes went live for sale, and they clocked in for work is when they got the information to sell.
And a LOT of people were ticked because their reservations were canceled because NO ONE knew this would happen.
Reason? Because “they were working through it and learning all the situations.” live on the job. While at the same time screwing up people’s vacation plans.
I was there that day! I waited two hours in the standby line and it broke down the first time while I was riding it (both pre shows were also broken but I didn’t realize as I had never ridden it before). I was evacuated and given not one, but TWO free lightning lane passes to ride later that day. It was actually a blessing in disguise. I breezed through the line both times and got to ride Rise twice with everything fully functional. It is one of the best rides I’ve ever ridden and I would absolutely wait hours just to ride it again.