I was at Disney World recently. I’ve been to Disney world many, many times over the last decade and a half. Not that long in the scheme of things, I grant you, but long enough to have an impression and an opinion on how things ought to be. Enough to recognize the difference between when Disney lives up to their advertising, and when it falls short. This last trip, it seemed to fall short.
Unlike other times where some catastrophe has wrecked part of my trip, there wasn’t a singular issue. Rather, it was the collective effect of many little issues. Things like “Bell Services was slow” or “the app was buggy” or “there weren’t enough servers working the kiosks.” Little annoyances that, individually excusable, collectively undermine the experience. For another vacation, I might not even mention them. After all, these things happen. But Disney advertises itself as being a cut above the rest precisely because it supposedly smooths these issues over through its trademark pixie dust and monopolistic panopticon of an area the size of Manhattan.
The blame, according to people who follow Disney religiously, lies with the new executives. In trying to squeeze more profit from the parks, they have stripped things down to the bare bones. Cast members are overworked, overstretched, and underpaid, and the result is burnout and absenteeism. Thus, the usual layer of pixie dust becomes a bit spottier. It’s a compelling story, which is part of why I doubt it. It’s a little too quaint, a little too storybook, with a simple villain making bad choices, to explain systemic breakdowns.
Of course, that doesn’t make the story untrue. Disney has been cutting costs. Like any large institution, there is a measure of redundancy within the organization, at which the new executives seem to be taking aim. The new thinking seems to be that theme parks can still sell merchandise without needing a gift shop at every ride, so a lot of shops are being closed and the workers reassigned. But what happens when you keep cutting? The rides still function, but the lines are longer. The cast members, who are covering more people, are just a little less bubbly. Luggage takes a little longer to arrive. Food is just a little less fresh. The shelves aren’t restocked as quickly.
But if the answer is Disney’s CEOs, why is the same true everywhere across the country? If the reason for so many shops at Disney’s Hollywood Studios being closed is Disney corporate strategy, why are shops closing in my hometown? Why are the ingredients at my local grocery store less fresh, and the mail running late, and the store shelves restocking so slowly? You could say something like “supply chain issues” or “worker shortages” but really this only pushes the problem back a step. Why is the supply chain struggling now? Where have all the workers gone?
What seems more remarkable is that no one wants to mention the obvious answer. We’re in the midst of a pandemic that killed more than a million Americans before many states just stopped counting. Millions more have been sickened, and are unable to work to the same capacity. Others are restricted from working in order to support people in the former group. And this is only the disruption to the United States, not even touching the dislocation caused by disruption to global supply chains and migration.
The idea that society- any society -can shrug off upwards of a million excess deaths and millions more disabled, without any kind of social or economic disruption, is a fantasy far beyond anything at Disney World. The idea that workers will be just as eager to compete for the same wages, despite the increased danger of infectious disease, coupled with the pressure of having to cover for sickened or dead colleagues, likewise ignores the basic tenets of supply and demand. When this happened during the bubonic plague, it was the beginning of the end of feudalism, as high-demand workers gained more leverage and began to upend traditional hierarchies. The decades after the 1918 Influenza Pandemic were a high point of labor unrest and economic turmoil in the United States, which only began to dissipate after the New Deal fundamentally restructured the American economy.
Disney continues, as it long has, to be a microcosm of American society at large. Price hikes, staff shortages, shorter business hours, longer lines, are all making themselves known. And likewise, some of the early attempts to grapple with the issue are on display. In response to a more competitive labor market, in addition to tightening time off policies, Disney has been forced to look to new demographics, expanding and accelerating its college recruitment program. At the same time, since it cannot afford to lose the talent it has, the company has been compelled to become more inclusive in its rhetoric.
Which, if you consider the ongoing spat between the right wing Florida state government and Disney, is hilarious. It is the head-in-the-sand public health policies, coupled with xenophobic protectionist immigration controls that have pushed Disney to embrace a more liberal political stance to attract talent. If this pattern ripples out to the wider American economy, and without aggressive government intervention in the labor market and public health, it almost certainly will, it will be a reversal of fortunes worthy of the Disney storytelling tradition.
