We view Disneyland security as one of the most frustrating parts of the guest experience when visiting the resort. The checkpoint intensity varies from cast member to cast member and, at times, feels invasive. We recently had a chance to hear from Disneyland leadership about their future plans around security.
Disneyland recently held a business roundtable to talk about plans for the future of the resort. Mickey Visit was one of a dozen media outlets in attendance. There were lots of interesting details from the presentation yesterday that we will continue to share in the coming days. We’ve already shared details on changes to a park policy, delay of ride closing, and new family initiative. Mickey Visit brings you the latest Disney news and planning resources, like a permit filed for an update to a former FastPass area, and a closure for Trader Sam’s Enchanted Tiki Bar delayed. See details on a new ride closure.
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Disneyland Security Checkpoint Changes Work
During the roundtable meeting, we met with Disneyland Resort President Thomas Mazloum to understand more about how he views the resort and his current priorities. He emphasized that they are going through every aspect of the guest experience to try to simplify the offerings. While direct quotes were not allowed, I am able to paraphrase his words and sentiment.
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Mazloum shared with us that he is pushing the team to step back and take an end-to-end look at the full customer journey. He listed out places they are looking, including how info is listed on the website, the current booking process, the call center experience, trade partners, and the arrival experience. The team set out to find where things have become needlessly complicated and could be meaningfully improved.
After his initial presentation, we were able to ask questions in a free-flowing dialogue. It gave us an opportunity to bring up topics that we and fans would want an update on. The conversation moved from whether Avatar was now delayed (details here) to the current state of Fantasmic! without the dragon to the current security arrival system.
One of my peers brought up his excitement for the new Disneyland parking structure and entrance from the Harbor Boulevard side. Disneyland is in the process of building a new 6,000 car parking garage and a massive new entrance into Disneyland that will include a bridge over the street that will flow into the Esplanade. This work will also be what frees up space for the Avatar area addition.
Mazloum started smiling while we were discussing the parking structure. He said it was because he is constantly asking the team not to just focus on the shiny objects that are the new rides. He said that the parking garage is important to him because the fundamentals are what make this place great to begin with. He said it is natural that guests will focus on the new lands and rides at the theme parks, but that this parking structure and entrance addition enable those other additions. The new structure is the foundation on which the house can be built. Previously, I have written this same thing, that the parking structure unlocks everything else.
This same peer emphasized that the current arrival security experience leaves much to be desired, and asked if Thomas Mazloum had thoughts on an improvement to the experience. Here’s what Mazloum said.
In comparing the security to Walt Disney World, he said that Disneyland has to operate under very different circumstances and also that it is somewhat about space, because the footprint of the resort is so much smaller than Walt Disney World.
He said that Disneyland has a strong focus right now among their teams in looking for technology that can help them solve what they need to solve for the security experience at Disneyland.
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He said that the offering at Walt Disney World accomplishes what they need to do there, but that what that system can do there would not help in the circumstances at Disneyland.
For context, the process as a whole works differently at Disneyland than it does on the other coast at Walt Disney World. At Walt Disney World, all guests walk through the scanner without manual checking unless a bag sensor goes off. If a sensor goes off, which doesn’t happen often, guests are pulled aside for additional screening. Strollers are checked separately.
Mazloum then said that Disneyland has a whole team focused on making changes to this security process right now. He said that the new parking structure isn’t just a garage but an entire new entrance experience. It is about how the garage, Esplanade, and theme parks all connect in a flow.
He said that they have the new gate technology at the turnstiles, but they now need to improve security. He acknowledged that the change is not happening as quickly as they would have preferred, but that they are working on it.
He finished the topic by saying that the process will absolutely evolve and that the lack of speed in the change isn’t from a lack of trying.
We’ve previously reported on Disneyland completing various tests around the security entrance process. What Thomas Mazloum was describing feels like a complete rework of how the process will work for guests.
Based on his linking the improvements to the new parking structure, my guess is that we will see the resort start to test some kind of new process as we get closer to the anticipated opening period of the parking structure. We could see testing of an improvement at some of the other resort entrances to see how they like the security technology before they implement a full rollout of the changes. This is my own speculation.
Currently, the security system at Disneyland requires all guests to empty their pockets into a bowl and then walk through a metal detector. Those with bags are required to hand them to a security officer, who is located behind plexiglass. That officer then riffles through your bag or backpack, opening every single zipper and going deep into the pockets.
This search also varies dramatically based on which cast member you walk up to, and even which resort entrance you are coming through. The cast members here can feel more like airport TSA than a welcoming friend as your first cast member interaction coming into Disneyland.
Another Disneyland leader at the event spoke about ongoing work to bring more hospitality training to cast members to teach them to focus on solving problems for guests and leading in uncertain times. The Disneyland security process feels like an area that would benefit from deeper cast member training, even before a new security process is implemented.
I believe that the security entrance process is a big area of improvement that Disneyland can make, and I am pleased to hear that this is one of the spots that Thomas Mazloum is focused on. We know that the current set up is deeply entrenched in resort processes and will be ready to give big credit to Mazloum for pulling off a change when it finally debuts.
What do you think about the current Disneyland security process? Since they can’t implement the Walt Disney World security system, what would you like to see them handle here at Disneyland? There seem to be a lot of different options that could improve the experience. A clear one to me seems like it could be going full airport like Universal Studios Hollywood and adding in a bag x-ray machine. I am curious if they go that far.
Mickey Visit will be watching the security changes closely at Disneyland and reporting back with the latest news.
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I think our current security system is better than Florida’s. I’d much rather have a cast member search my bag than have someone smuggle a weapon into the parks.
It’s not needed like that in FL because they have more advanced technology than CA. I still don’t quite understand why it can’t be implemented in CA.
It’s not really that much more advanced than what they have at Disneyland. They’re just fancy metal detectors, and they probably work just because people believe they’re more advanced than they are. Perhaps Disneyland is more concerned about people bringing in illicit substances? Even x-ray machines can’t really counter that threat except for large quantities.
(Then again, you can probably walk small quantities through the metal detector at Disneyland anyway…)
I think adding an x-ray machine for all bags would be an extra layer of security. Disney can afford it. I feel very safe when I go to Disney World and I feel that they do a great job. The search process shouldn’t vary, it should be the same with each visitor. However, times are changing, so Disney has to stay ahead of any security upgrades. The point is…… to keep everyone safe and to be properly trained on how to handle any security breaches.
I do think the security process can be much better! Also I like that they said extending cast member training there because I do come across some people that are just down right rude at security and that is a horrible way to start the process. I had a cover for a toilet for my daughter that makes the seat smaller for her and the guy went into a whole speech about not being able to bring in a portable potty and I’m like that’s not one, and he’s like I know I’m just letting you know. I’m like what is the point of that?! It would be nice for upgrades with an x-ray machine for bags.
One of the things I love about FL security is the no bags line. Some people bring strollers and multiple bags while others bring nothing. A simple way to make it smoother would be to add a no bags line and a stroller line. Knotts berry farm even has a more streamlined security area. I’m always surprised by how slow and inefficient the security lines are at DL especially at the downtown Disney/ hotel entrance
A more streamlined process for security would be greatly welcomed. I’m glad it’s at least on their radar. Something like Universal would be great, more consistent, less invasive and I think more effective. I have also had some really rude security folks and less than friendly interactions, through no fault of my own as I’m always nice to cast members.