Matt took to using the phrase “hardcore” yesterday whenever our Keys to the Kingdom tour guide told us something that Disney did that was probably unnecessary but went above and beyond the level of service that other parks went. Today, the phrase took on an entirely new meaning at Universal Studios — it meant “hardcore” in terms of ass-bleeding. We had a fantastic day, don’t get me wrong, but it was because we were extremely lucky.
We got to Islands of Adventure at 11:30 a.m. and first took our passes over to The Incredible Hulk to get our special express tickets. We ended up locking ourselves out of other such tickets for the next two hours but that’s what sometimes happens when you roll the dice. We tried guessing where most of the other park guests would be headed and tried the opposite direction. We made it through the Seuss-themed area and over to the good rides just as the Dueling Dragons wait slipped to 20 minutes where we rode it twice. We eventually made it to all the main attractions but it wasn’t easy.
A major problem with this other park was its class system. There are the express tickets that everyone can get. The concept, taken from Disney, is a good one. Organize people into groups based on time slots instead of having them wait in line — it makes perfect sense. Unfortunately, the folks at Universal tried thinking for themselves and ended up confusing it all. There are the normal people like us who can choose a ride for which to get a pass, then the fools who shell out an extra $30 for a pass that gives them immediate access to each major ride once without wait, then a third group of people — official hotel guests — who can skip in front of everyone else as many times as they want. And the worst part is that the system doesn’t even work well: the stand-by times were largely inaccurate, the ride operators weren’t efficient at alternating “normal” and “special” park guests, and the express ticket system was completely out of control.
First, this Fast Pass copycat is more complicated. Rather than inserting our tickets and automatically receiving our assigned time slot, there was a touch-screen menu system involving three steps with choices and a time limit for each ticket. Also, when 1:30 p.m. rolled around and our time restriction for getting the next ticket was up, the system told us to come back after 1:30 again. Looking around, we couldn’t easily locate anyone to fix our tickets or tell us how they could be fixed. The other problems centered around the park staff, who were largely incompetent at enforcing the system when people jumped from one line to the other or fumbled their way to the front.
It’s obvious that Universal has more roller coasters, that’s its draw and the only reason for leaving the magic of Disney. However, other differences arose throughout the day which are more easily expressed in terms of competing acronyms. We learned on our Magic Kingdom tour that the four “keys to the kingdom” are safety, courtesy, show, and efficiency. Well, it would seem that Disney’s main Orlando competitor is using different keys altogether.
Unsafety
The smallest differences exist in this category, but they were noticeable just the same. Ride operators too far away to react should someone choose to run out onto the platform of a roller coaster, a few more loose screws where they’re shouldn’t be, and curbs that make Philly look pedestrian-friendly all contribute to making for an unsafe environment. I’m not dialing the phone to call my lawyer just yet, but let’s just say I’m thinking about reaching for it.
Discourteousness
I don’t have to get into an analysis of friendliness here. People have different levels of expectation when it comes to people in the service industry, and it depends on how well they think they’re able to place themselves in these people’s shoes. Instead, I have an example that should be obvious to anyone that there’s room for improvement in the courtesy department. The most angering example occurred as I stepped off the Jurassic Park flume ride. As with mostly any attraction now, cameras took our picture at the most hair-raising moment, and there was a lady next to the review monitors directing those who were interested where to purchase a photo. When I asked her how much they were — and this lady worked only ten short feet away from the sales counter — she told me she “didn’t know, but that lady over [at the counter] would be able to tell [me]”. I was enraged that rather than answer my question and save me from having to fight the crowds, she redirected me to a person who could give me a better sales pitch. When the girl at the counter got to the sixth word of her sentence, I brusquely interrupted and fought my way back to the girl who annoyed me and said plainly, “just so you know from now on, they’re seventeen dollars”. I was probably a non-customer for that product anyway but I left that ride/gift shop an unhappy customer, that’s for damn sure.
Tell
Universal isn’t in the same league as Disney in terms of showmanship. We didn’t find ourselves immersed in another world when we walked through the gate. On the attractions, whether in line or on the ride, construction materials were more evident, exit signs were more obvious, designs were less intricate, and costumes were less elaborate. Here at Disney, the planners took great care to ensure no part of a park can be seen from any other even while on a ride; at elsewhere you can see not only the other areas of the park but rooftops, parking lots, and even a highway or two. Finally, Islands of Adventure was dirty. No, I’d say filthy — beer and soda cups along every line, full trash cans in the cafeterias, and giant bins of garbage being wheeled down the streets. Everywhere I looked, I noticed the little things that a $50 entry fee should excuse me from having to notice on my vacation.
Inefficiency
Almost every attraction that involved loading people into a queue was handled poorly. People waiting in most lines were left to divide themselves into groups, and cars went by with empty seats even when there was a line of single riders waiting to fill them. The queueing was so poor that stopped lines were frequently the rule rather than the exception.
There were two bright points of the day (beside the rides, which were spectacular). The first positive thing was a park feature: its use of single rider lines. While we only used it twice, it saved us a combined 50 minutes because we were willing to split up for the ride itself. The other spark of courtesy came as we were at our wits’ end with the express ticket service and finally located a ride operator for the raft ride. Dia has asked him where we could fix our problem, so he offered the advice “it’s not what you know, but who you know” and the temporary solution of escorting us right up the exit ramp. I was torn between counting my blessings at being able to skip an hour wait and still holding six park passes which needed fixing before they could be used again. Still, it ended up being a turning point and our day was all smiles from there.
We made it back to our haven on the Disney campus at around 8:30, ordered Domino’s in our room to complement our cooler of beer while we watched Terminator 3, and went down to the hot tub. Capping off the evening was our run-in with a Hilton security guard where he first chided us for having glass bottles in the water, then not only brought us cups but brought us ice and took away our empties too. Walt Disney World … truly magical.