All
Some interesting points been raised since my last visit here. There is an old saying "you cant please all of the people, all of the time" I'm talking about fast pass. Everyone is entitled to an opinion of course.
Because the Kraken has proven so popular, the queues have been longer than expected. When you have a theoretical throughput of 600 guests per hour, you kind of expect/assume, that the queues wouldn't often blow out over 40 minutes.
That was not the case during the hot peak months. The fast pass option is a consumer choice option and is limited deliberately (believe me, we could sell twice as many, at a higher price and bank the cash thank you very much!) so as to not upset the balance of emotions of the guest experience. Consider on a busy day, 230 Fast pass users and 5k other guests, most of whom, want to ride Kraken and don't want to queue for more than half an hour on a hot day.... right? So imagine if your in that non fast pass purchased group (and remember, they may have wanted one but they had sold out?) you've been queuing to get your first (and probably only ride of the day) and you see a fast pass guest pass you 4, maybe five times, in the time you've been waiting? We have observed this frequently and if I were that guest in the main queue line, that's just going to anger me even more. Our social media is littered with feedback based on the Kraken situation as it was. We feel that 2 rides jumped queue is fair and if you have sense you will re-visit the ride later in the day when queues have died down and ride again if that's what you want to do.
We do have to react to imbalances, sometimes it is dynamic and I make no apology for changing the policy mid season. What difference does it make if we make that change now instead of September? the only difference is we are reacting to the majority feedback to try and redress the balance to be a little bit more fair.
Next two rides will have high capacity. Other changes to the park layout may also be designed to address capacity issues.
I think we do need to be cognoscente of the changing global economy and how that affects us over the next few years. So that's a watch and wait situation regarding MI4/5 at this stage. We all want to see continuous improvement however we have to work within our financial constraints and keep testing the market place to see where the growth potentially tapers away. Aside from that we will continue to improve our theming, landscaping, infrastructure and commercial opportunities in food and beverage and retail as well as constantly driving the highest possible service standards through our awesome team.
Chat soon and thanks everyone for your support.
Mark