Disneyland’s current security arrival process is quite manual, and I don’t think that it is a good first guest experience at the resort. The process is slow, clunky, and invasive. Previously, we heard the former president of Disneyland give an update on the future hopes for the improvement. Now, we have another update about planned improvements to the experience.
We sat down with the current Disneyland Resort president for an exclusive Mickey Visit interview, and she shared deeper thoughts on improvements to the arrival experience. Mickey Visit brings you the latest Disney news and planning resources, including the Disney scooter controversy dividing fans as debate continues, and the end of Single Rider for a popular roller coaster.
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Disneyland Arrival Experience Improvements
Currently, Disneyland’s security setup sends guests through a metal detector while using a manual bag search for all bags that come into the resort. The process is time-intensive and can feel invasive. It requires officers to manually open every zipper and dive into your bag.
We have previously reported on different tests to speed up the process. No substantial changes have been made to the overall security process in the past few years. There have been other arrival changes with the addition of new entrance gates.
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Compare the security process to Walt Disney World in Florida, where they use Evolv scanners that all guests walk through holding their bags. Guest bags are only checked if the scanner specifically goes off. This same security technology is utilized at stadiums around the country.
At Disneyland Paris, they have a slightly more traditional system where bags run through an airport-style X-ray machine while guests walk through a metal detector. This same system is used at Universal Studios Hollywood and Universal Orlando.
In the past, we have heard from Disney leadership (referenced below) about the need for processes to vary at the different resorts around the world to match the specific layouts and operating realities. While we understand that safety is the top priority for the security processes and the current process has been deemed the safest, I would like to see learnings from other successful security screenings that better integrate with positive guest experiences to be established here.
We have anticipated that we could see the security screening change with the opening of the new Eastern Gateway project. Disneyland just kicked off construction of a massive new 6,000 car parking structure that will be connected into Disneyland via a sky bridge over Harbor Boulevard. There will also be new security screening locations added at the structure.
Now, turning to our recent conversation with Disneyland President Jill Estorino. During an interview that was focused on her experience living at the Disneyland Resort Hotels for five weeks, I asked what project she is most excited about at the resort.
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After saying that all the upcoming the projects are pretty exciting at the resort and mentioning being excited about things ranging from “new events” to “new television commercial content,” she spoke specifically about improving the arrival experience.
She shared, “One thing that I’m proud that we are investing in, which was a decision made before I took the job, is the arrival experience. It’s good, not great right now. And it’s going to be great and best in class when we’re finished. And the reason I am excited about it is, I believe your first touch point is the most important touch point of the experience, and that is the first touch point. And it’s going to be amazing, even the parking garage experience is going to be amazing. Not only in efficiency, but in its beauty and a way that we greet the guest. So that one, I’m pretty excited about. We put shovels in the dirt. A couple of weeks ago, on a very hot day. I’m going to be really proud when we cut that ribbon.”
I followed up to confirm that she meant parking, security, and ticket park access. She confirmed she meant “the whole experience. We’re revamping all of it. Down into the esplanade. It’s going to start every guest off on a magical footing.”
We do not yet know the specifics of the changes that are going to come with any arrival process changes.
These comments come after comments from the previous Disneyland President, who now runs the entire division, Thomas Mazloum. Earlier this year, he shared with me during a media briefing that they are actively working on improving security. He shared that the process at Disneyland will be different than the Walt Disney World process due to certain constraints.
Mazloum shared similar sentiments to Estorino in that the new parking structure is more than just a garage. At the time, he called it an entirely new entrance experience. The experience is about how the garage, security, Esplanade, and theme parks all connect in a flow. At the time, he was proud of the improvements at the gates, but felt that security improvements had to evolve, and he wished the security improvements could have happened sooner.
I’ve actively voiced my complaint about security in articles here on Mickey Visit and to leadership. I am glad to know that they have heard the guest complaint and are actively working to improve the security experience. Sometimes the security process is completely smooth, but in other cases it causes lines and a frustrating first moment getting to Disneyland.
Investing in improving the process is a good decision, and we are happy to see Jill Estorino championing the investment in her role.
We also anticipate seeing Disney make a couple of other tweaks as part of the arrival experience. In particular, I would like to see the option to add your Disneyland ticket or pass to your iPhone Apple Wallet the same way that you can at Walt Disney World. That seems like another key time saver.
Be sure to check out our other recent coverage from our interview with the new Disneyland President. We will continue to have more stories that she shared in the coming days and weeks.
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