Lesson from Disney Adventure break down
(Updated the post with words in capital since some folks here have comprehension issue so i will spell it out for them to get the point)
Maybe this cruise was cursed from the beginning, disney might have acquired the bad luck from genting.
But what already happen already happen, as newly appointed CEO, Josh D'amaro, and the chairman Thomas Mazloum (oversee DCL), to stop the brand damage, they really should reconsider the strategy for disney adventure and future cruiseline (parks too)
- You have the guest capacity, but do you have the capability to fulfill the demand?
From day 1 after media invitation, the cruise been receiving complaints of overcrowded, unpleasant long queue, and difficulty to make booking for event, AND HOW DISNEY MISHANDLED THE DISEMBARKMENT DURING THE BREAK DOWN THIS TIME CLEARLY SHOWN THAT THEY ARE NOT READY TO HANDLE SUCH MASSIVE HEADCOUNT YET.
DEFINITION OF MISHANDLING:
UNABLE TO CATRGORIZE GUEST BASED ON AVAILABLE DATABASE FROM BOOKING (FAMILY WITH BABIES, OVERSEA GUESTS WHO NEEDS ACCOMODATION SUPPORT FIRST... BASICALLY "YOU ARE ON YOUR OWN")
GET SUPPORT FROM SINGAPORE AUTHORITY TO LET GUESTS WITH SPECIAL NEEDS (INFANT/TODDLER) TO DISEMBARK FIRST OR WAIT AT MBCC WHILE THEY CLEAR THE BOOKING ISSUE
LACK OF RISK/OPPORTUNITY PROTOCOL AND TRAINING FOR STAFFS, CLEARLY THE COMPANY NEED TRAINING LIKE ISO31000 CERTIFICATION TO FORESEE POTENTIAL RISK AND BUILD THE COUNTERMEASURE BEFOREHAND, ANYONE WHO WORK AS EXECUTIVE IN CORPORTATE SHOULD KNOW THIS INTERNATIONAL STANDARD FOR RISK MANAGEMENT. THIS IS NOT THE FIRST CRUISE FOR DISNEY, THEY SHOULD HAVE ALREADY BUILT THE BIBLE HOW TO HANDLE THE SITUATION BASED ON PAST EXPERIENCE (MAYBE NOT ONLY DISNEY, SHOULD BE SET AS MANDATORY STANDARD AMONG CRUISE OPERATORS)
The ship was originally meant to be a gambling cruise BEFORE DISNEY'S ACQUISITION . The guest type and the activity is easier to manage than family oriented one. While imaginners worked hard to transform the cruise to be magical within their capability, its still an after thought and guests headcount per show is still not planned enough. Regardless of how Chapek's and Iger's direction was, D'amaro and Mazloum should focus on improving guest experience more. Ensure the activities and entertainment offered answered to the price charged first. Guests been saving for the cruise to enjoy, not treated like prisoners on board.
Dont let greed kill the brand any further.
For disney adventure, the best way they can do now is to cut down the guest capacity, let the staff get trained with on field experience first and gradually increase the max guests headcount back.
- Increase non fixed activities / attraction
Guests shouldn't be fighting for slot like royal gathering or shows, if the issue is not enough cast members increase the frequencies / head count for cast members, for shows, increase the frequency of the show, even it meant with shorter version to make more slot.
- Consideration of the climate.
Obviously when the ship was refurbished without considering the climate in south east asia. The burning hot sun and humidity is insane, they should have add more UV protecion sunroof like for imagination garden.
I really dont want to see dcl fall because of mismanagement and corporate greed.
P/s: I know some of you are die hard Disney adults who cant accept criticism, but being defensive for constructive feedback like this is toxic positivity, thats the reason why disney been making flops and stock dropping over and over again.