Yesterday Disney finally issued a statement regarding the “malfunction” that occurred last week on October 5th.
In the statement Disney states….
Following a complete review with the manufacturer, we’ve made adjustments to our processes and training, and we are improving how we communicate with guests during their flight with Disney Skyliner. We again offer our deepest apologies to the guests impacted by the malfunction that resulted in extended operating delays on Oct. 5.
Beginning today (October 15), guests may travel aboard Disney Skyliner from 8 a.m. to 10:30 p.m. However, system updates later this week will result in the following modified operating hours for Oct. 16-18:
Oct. 16: The Disney Hollywood Studios line will be closed while the other two lines will be available from 1 p.m. – 10:30 p.m.
Oct. 17-18: All lines will be open from 1 p.m. – 10:30 p.m.
Similar to ski lift systems, Disney Skyliner may slow or come to some stops during the ride, particularly when we need to accommodate guests who require additional time to load their cabin. We want to assure you that the comfort of every guest is important to us.
As a reminder, Disney Skyliner connects Epcot and Disney’s Hollywood Studios to four Disney resort hotels: Disney’s Art of Animation Resort, Disney’s Pop Century Resort, Disney’s Caribbean Beach Resort (and the forthcoming Disney’s Riviera Resort, a Disney Vacation Club resort set to open Dec. 16, 2019).
We greatly appreciate your ongoing patience and understanding, and we look forward to welcoming you back aboard Disney Skyliner.
Without saying so, it sounds like it to me that they’re blaming this on “Cast Member Error” related to either training or their loading/unloading procedure….or both.
While it’s great to finally see some sort of an official statement, the fact that it took ten days from the date of the incident to get anything other than a brief statement indicating that there was a “malfunction” I find alarming and bad guest relations.
It’s quite apparent to me, at least, that whatever testing they conducted, and more specifically the “soft opening” with actual guests was inadequate. Let’s hope Disney has learned their lesson from this. I understand that accidents happen, but it’s how a company handles the communication with customers, or in Disney’s case guests, is crucial. I don’t think anyone can commend Disney on how this was “handled.”
Disney News Today 