My Disney Experience Customer ServiceDisney

My Disney Experience Customer Service

The official Walt Disney World® app! Now it’s easier than ever to plan & share your vacation details—at home & on the go.
- Maximize your park time by taking advantage of our new Disney Genie service, which generates a personalized itinerary that guides you through our theme parks with tips that can help you reduce time in lines & take the guesswork out of “what’s next.”
- Quickly access real-time wait times, park hours, Character Greetings, showtimes & more.
- Use the interactive, GPS-enabled map to explore the Resort & easily see the dining options, attractions & more nearest to you.
- Find your way around with step-by-step directions.
- Purchase your theme park tickets.†
- Browse restaurant menus, make dining reservations, modify existing ones & even mobile order meals from select locations.
- Download, edit & share your Disney PhotoPass photos & videos throughout your vacation once you’ve purchased Memory Maker, a product that gets you unlimited photos taken by our complimentary photographers at select locations.
- Search & filter activities to find exactly what you’re looking for.
- Keep select Disney Resort hotel reservations, dining plans & activities organized—all in one spot with My Day & Plans.
- Save time by starting your Disney Resort hotel check-in process right from the app.
- Visit My Account to manage your Disney Resort reservations, tickets, MagicBands & cards, share plans with others & sign out.
- Share plans with others through Family & Friends. Discover official content for Walt Disney World Resort, including our 4 theme parks (Magic Kingdom® park, Epcot®, Disney’s Hollywood Studios® & Disney’s Animal Kingdom® park), 2 water parks (Disney’s Typhoon Lagoon & Disney’s Blizzard Beach water parks), Disney Springs, select Walt Disney World Resort hotels & ESPN Wide World of Sports Complex.
†Ticket sales are for residents of the U.S. & Canada only & may not be available in some countries. Ticket prices are in USD only.
Have questions, problems, comments or suggestions? Reach out to us at [email protected]
Connecting to the Internet in the parks: Without a strong Internet signal, wait times, park hours & schedules may not update accurately. You can see if your device is connected properly by checking under Settings.
Note: Some features in this app will require your full name, country, birthdate & email address, as well as access to your location data. If Bluetooth is enabled on your device, this app will also collect your precise location information through beacon technology in order to improve your in-park experience, such as wait times. To facilitate the sign-in process, the app will also require access to your email address, stored within Account Manager.
This app may request access to your camera to capture media & scan barcodes. Some Disney PhotoPass Lenses may use information on your device to detect face & hand coordinates. The app may request access to your external storage to cache certain data for offline browsing.
Optional planning tools may also ask you to provide details about your travel party. Some features in this app include the ability to make purchases & will require a Wi-Fi or mobile carrier data connection. Guests must be 18 years or older to make purchases.
Before downloading, please consider that this app contains in-app purchases that cost real money. The app provides you with the option to receive push notifications for information relating to your visit to a Park or a Disney Resort hotel.
Terms of Use: http://disneytermsofuse.com
Privacy Policy: https://disneyprivacycenter.com
Your California Privacy Rights: https://privacy.thewaltdisneycompany.com/en/current-privacy-policy/your-california-privacy-rights/
“Do Not Sell My Personal Information” Rights: https://privacy.thewaltdisneycompany.com/en/dnsmi
Important Info About Disney PhotoPass Lenses: https://disneyworld.disney.go.com/photopass-terms-conditions/#important-notice-about-attribute-lenses

My Disney Experience App Comments & Reviews

My Disney Experience Positive Reviews

Confusing for a large planning partyWe are a large family of 10 with multiple households. It was unclear about linking tickets. We are managing through the bumps and bruises but it has been somewhat difficult. As the vacation planner setting everything up, I didn’t realize until it was too late that children should be set up by their parent. Once all the tickets were entered and I began sharing family & friends we realized I couldn’t share their info with their parent. We also lost a member from the list when invites were accepted from the same email, that person received 2 tickets under their name in their account. Once we got that figured out, we realized he had also been deleted from our park reservations. I could no longer add him back to correct it since the ticket was now linked to another account. It looks like she can reassign the ticket to the proper account/ticket owner. It also appears that you must share with each person individually or you don’t all see the entire party that was originally set up (a security feature?). As we sent invites between us we began to see the list of family & friends grow. All in all, it’s not as seamless and easy as it seems if you are a large group. We still have to call for help with corrections for fear of deactivating or ruining our tickets before we ever get there!.Version: 6.3.1

A MUST for a stress free Disney vacationI love the My Disney experience app. It is a MUST for a stress free Disney vacation. Do you hate waiting in lines... yes, duh! The ability to book fast passes and change them easily, check wait times, and plan your day in the park is the best! I would say sometimes when booking fast passes for a large group it will glitch and only show it’s booked for 1 person, but in reality it has everyone on the system. Only once when I changed to a fast pass did it not sync but the cast members were very helpful. I like standing in line picking the next ride for my family, it makes visiting the parks effortless. Waiting in line to eat... Not about that life... I like ordering food in the app and just skipping past the queue for my food. When character hunting this app is a the best map! I’ve been able to see when hard to find characters are out in the parks and their exact location. Recently, I have been using it to open my resort door which is nice. I also use it to show my annual pass to get the discount on merchandise or food. Again my only complaint is sometimes it is a bit glitchy and I have to re-start the app multiple times. Overall 4/5 stars for making my Disney vacations stress free and magical with my family!.Version: 5.0.1

Terrible & ruins vacationDon’t count on getting in to Rise of the Resistance even if you get up at 4:30 am and arrive at the park at 6 am... even though all members of your party went through security an had admission scanned at around 6:30 am, and are standing well inside the park by Grohman’s theater....BECAUSE you MUST use that lively My Disney Experience app to join a “ boarding group”...and as people around us were getting group 35 , the Disney Exoerience did NOT work for any of our phones until my husband pulled his out and got us Boarding Group 105...Which would still be ok, if we didn’t need to leave and drive 4 hours home today. So while people around us had their groups called at 8:30-9:30 am... we are still sitting here, knowing our “group” probably won’t be called until late afternoon or early evening...too late for us. Ift wouldn’t be so bad if we just didn’t make the group but to be here and only because of Disney, not be in the group is EXTREMELY frustrating. Cast members were not helpful or sympathetic...so maybe we won’t be renewing those very expensive Premium Annual Passes after all. And this is all with having a DAS card. Getting too old for this 🤔.Version: 5.6.0

One Time SituationNow, normally I’d give this app a 5 star. I’ve had it for years and have been using it in every trip to any Disney Park I’ve been to. UNFORTUNATELY, however, this trip that I’m currently on while I write this review seems to be a little different. This time around the app seems to have gotten VERY slow and buggy, contrary to recent years. Every time I try to check times on Fast Passes, check the times of a restaurant or peek at the map to make sure we know where we’re going, the app takes longer than convenience would want. I even manage to make it to my destination every once in a while before the app manages to finish booting up. Fun stuff. Bugs and lagging aside, I don’t want this review to be seen as something of a “Do Not Download.” This app is EXTREMELY useful and if it ends up running smooth for you, it’s a MUST DOWNLOAD in any of the Walt Disney Parks. Between Fast Pass reservations, to the maps, to the restaurant times and times/places to meet characters, the app will ABSOLUTELY make your trip a neater, easier and more enjoyable trip. As the title hinted, this review is based off a one time situation. Disney normally never fails to deliver and I hope they fix these bugs so I can get back to praising them for their awesome delivery of service and experiences for guests of all ages!.Version: 4.15

AMAZING!! But I have some requests!Hello! This app is amazing, you don’t have to use a physical map where you get confused or anything, and you can track your resort room and use the cool watches the let you pass through. But I have some advice for additions to the app. First off, can you please add more mobile pick up to restaurants? It is very convenient and helps many who are rushing to get their food easily. Another thing is I think you should improve the map a bit. When you move it’s frozen until you reach a point and keeps going. I know it doesn’t seem bothersome, but when you are trying to go somewhere and it’s frozen and you forget a turn, it gets frustrating. Another thing are the photos. When I’m looking to book and attraction (fast pass) or just looking at it, I want more photos so I can see what it’s like and more of a description. Finally I think you should put more merchandise or different merchandise in different shops. Most shops have mostly the same stuff, so nobody even bothers to enter because the last few shops were the same. Please take my advice to improve the app, and the Park. Thank you!!!.Version: 4.13

Convenient but still a lot of bugsOverall it is a good app in concept. It is very convenient linking tickets and reservations for a whole family/group. You can let people go separate ways and still coordinate activities. For example we were able to park hop from animal kingdom, and then park hop and meet up with our group in magic kingdom. Being able to sort and filter by wait times, find bathrooms and other amenities was very convenient. Features like booking lightning lane, mobile ordering for food and shopping really help maximize your day. It seemed there were a number of bugs, though. First off you’re competing for bandwidth with thousands of people, which may have affected some of the functionality. There were several times all the wait times would drop off, making that function worthless. I also experienced random problems. For example my hotel reservation inexplicably dropped off on our last day, and I wasn’t able to take advantage of early lightning lane, missing out on some of the more popular rides. The chat feature is not sufficiently manned. Trying to ask for help took 6 hours to get a response. The.Version: 7.2

Good app but could use some improvementsWorks really well to book your fast passes and dinner reservations. Canceling and changing fast passes is a little buggy in the app. For example if you try to cancel a fast pass you might get a spinning wheel of death and you force quit the app. When you go back into it, it will say you still have that FastPass but at some point it will cancel but it might take hours later and could mess up your plans. The biggest improvement would be to offer a Watch App where it could give you notifications of upcoming FastPasses or dinner reservations, with walking directions as an option. The dinner reservations are really slow. The wheel just spins when you try to go back to see a different restaurant. Would be nice if there was an option to pick a restaurant and see all the available days and hours for your selected time period. Instead you have to look by Day and time and then see which restaurants have availability so it takes a long time if you’re looking for a specific restaurant’s open reservations..Version: 4.13

EnjoymentI love Disney World I came here the first day it ever opened that’s how old I am but now I’m here with my granddaughter and my great grandchild and I find great confusion and I have young minds to handle all the technical things my husband is handicapped we were told at least three different stories on how to make it easier for him we followed checking in at City Hall at magic kingdom he can only stand for maybe 10 minutes at the most I can walk possibly 30 feet she said I’m putting this in but I’m gonna give you the card to go to the first amusement ride we were going to thank goodness we had it when we went to the second one haunted mansion they said we don’t even have any information on you you have to go to guest services we went there first of all the lady handling on the verge of rude finally she said you were declined we do not have anything for mobility disabilitiesWhen we went to jungle Cruise absolutely no problem Very polite considerateHopefully all management and supervisors have meetings in the morning so everything can run correctly throughout the day it’s very difficult and inconvenient for people that are hate to say it a little older and have disabilities Carol Beck.Version: 7.1

Park ticketsWe too love Disney and spend every new year holiday with them. Why in God’s name can the resort not get your park tickets linked to your magic band??? Going to customer service at the park is horrible!!! A little bit on my magical experience dies when the resort staff says they do not have that ability. Why????? Also, the new hall of presidents is horrible! New voice (I miss Morgan Freeman) and new theme. I’m sure it’s to prevent the audience from booing our current president but it’s still just not the same. Your staff that works before the fireworks are exhausted I’m sure but still quite rude. ( both feet have to be inside the white line! ) we were not allowed to be in one section because it was full and moved across then 30 minutes before the show, it was packed with more people than before. Even not during the holiday season the staff has lost something. 10 years ago they were awesome and fun. Now they’re hurried teenagers pushing you to “get out of the way” and talking over you when you’re asking a question. I hope they can get it back one day..Version: 4.9

Very helpful app but Adding Guests for Planning needs better explanationAfter spending an hour on the phone with support to clear up the mess made by some very excited adults in our party, I was told that it’s actually very common for duplicates and triplicates of people to be made and shared in the family and friend lists when people start connecting; leading to tickets being assigned to the wrong place, etc. My simple idea to fix this would be to change the wording under “How will you add this Guest?” It should say “Find through a Connection’s Party” or “Add a Managed Guest (recommended for small children and other dependents that will not have an individual Disney Account)” or “Invite this Guest to Connect by Email (recommended for teens and adults).” Those last two options should THEN open the menu to add biographic information. Once this information is input, the app should check for duplicates within the parties of connected guests and give a warning that “You only need to Connect with the Adult who manages this Guest, not the person individually.” This would prevent a deluge of emails with different invitations as well as prevent duplicates!.Version: 5.1.1

On the edge of Galaxy’s EdgeI love Disney World! It’s my favorite place on planet Earth and I come here from out of state at least 2-4 times a year. I came here this time specifically to go to Hollywood Studios to experience the new attractions, Star Wars: Rise of the Resistance & Mickey & Minnie’s Runaway Railway. I was informed that we had to do a virtual que for SW: ROTR at 7am or at 2pm. We asked a very helpful Disney cast member about how to get to it on the My Disney app. At exactly 1:59pm I waited at the que so I could be on time to join and not 1 second after the clock turned to 2pm all the ques were full. This was the main reason I even traveled to Disney World on this particular trip. I even booked our stay at the Disney Four Points Resort so we could have a very merry Christmas trip (which we still are), but this was very, very, very disappointing, especially for me because I am a huge Star Wars fan and I was really looking forward to experiencing this attraction. However, I fullyunderstand the times we are currently in due to the pandemic so I will still make a magical day out of the wonderful place Disney World is. I just wish there was some way I could’ve experienced this awesome ride..Version: 6.9

Responding to 34ahdhWhile I understand your dismay as well as concern, I believe that it was improper to rate the my Disney experience app so poorly. There are wait times and photo-pass options right handy whenever you need them, and yes the app logs in every-time you use it, but only to prevent theft and improper activities. I am a huge fan of Disney, I have visited many times with my family and I enjoy it very much, many times the my Disney experience app has helped us to plan our meals and fast passes, and gotten us out of trouble planning and prepping, we know where to go and where to be, when we want to be there. As a long time Disney lover, I suggest that you take your concerns and badmouthing elsewhere, because the designers of this app have work to do, keeping many families’ schedules and vacations happy and magical. I don’t mean to cause trouble, but just as you came out and expressed your discrepancies to the people who try so hard to help you, I decided to express my discrepancies with an ungrateful user. Thank you!.Version: 5.1.1

Cumbersome & an energy houndI downloaded My Disney Experience for a one-day visit back to WDW. In the rare cases in which logging in was actually successful, it took a long time and used many % of my battery’s charge. Usually, logging in failed, and I had to force the app to quit, having accomplished nothing but draining more juice from my battery, already a precious commodity on a busy Disney day, when recharging is difficult to arrange. In addition to the app’s own problems, I have a bigger criticism: Disney has taken all the joy of spontaneity out of a theme park visit. Everything has to be booked weeks in advance or the Guest is assured a day full of long lines, missed opportunities, limited dining options, and general disappointment. Standing in long lines was never fun, but having to plan a day at WDW like a military advance on an enemy nation is no improvement. It’s a shame that Guests who might want to let inspiration and surprise be a part of their day are likely instead to feel deprived of not just some but all of the resort’s highlights, and as if both their time and money was wasted. FastPass+ is a real joy-killer..Version: 4.18.0

You need to hire a travel agent to visitDisney has kind of lost its zest. If you plan to eat while your there everything has to be reserved on and off the properties. I also added everything to the app and had to stand and line and do the entire process all over again while at the 1st park. We are used to the lines by now but it is very unfortunate that there isn’t a way to healthy unless you reserve a dinning seat and even then the options are limited. We are traveling with a vegetarian so we had to run to Publix in order for them to be able to eat. Also being a smoker which yes is taboo but there were no signs saying you can or cannot smoke. I asked one of the staff members who were very helpful. But she mentioned ppl just light up and then it’s a whole thing. Well how are ppl who do smoke supposed to know? I understand we are coming out of covid and staff is limited but for what you are charged I am not sure it is worth doing more than once anymore. We celebrated a 6 year old birthday I was hoping it wouldn’t have been so hard to just eat. Maybe next time we will do groceries if we decide to ever come back..Version: 6.20

Great app just needs some bug fixesSo the original review is down below but I want to add that the app has been crashing more and has been insanely slow! I went to epcot last week and I could not even open the app once to check my fastpass times because of the crashing so I just went through google chrome. I would say making this issue a top priority I love this app it’s pretty easy to figure out and it’s great whether your planning a vacation or you have an annual pass and are able to go often. I live a couple hours from Disney and it’s nice to be able to plan even the day of and get some fastpasses, dining reservations, and check wait times or times of parades. The only thing is the app does crash way too much. I was about to get a fastpass for 7 dwarves minetrain and boom it crashed on me. Super disappointed since that’s such a hard pass to get. Not a huge deal for me since I have the ability to go often but I know this would be upsetting for someone that is planning a trip and has to travel a long distance. I agree a fastpass notification would be great, the app being faster and not crashing would be the best thing though.Version: 4.18.0

Closed rides in Animal KingdomDay one of our vacation and Expedition Everest, the Na’vi River Journey and Kali River Rapids were all closed. I understand the occasional breakdown but it appears to me that Disney is very slack about performing maintenance on a very regular basis. When park passes are $121 it is unforgivable that 3 of the main rides have been closed all day or at least a large portion of a day. The fast pass deal where you can get 3 fast passes but you must use all three before any others can be obtained is not fair if one of the passes is for the night time light show. That should be an exception. So here we are without being able to ride the Na’vi River ride, I cannot ride the Avatar ride due to motion sickness so I lose out entirely on anything Avatar. Thanks Disney, the Animal Kingdom is packed and out of 10 fast pass available rides in Animal Kingdom 3 are closed. 30% of your rides are closed to a packed park. As a guest who had been to the Disney parks since it was only Walt Disney world I am saddened by the current state of affairs. Paula Unversaw, New Bern, NC.Version: 4.11.5

More IssuesThis App would be amazing IF it worked as designed (minus all the bugs). The newest version may fix existing problems but it also created new ones. As soon as I updated the app my existing (previously linked) Disney Resort Reservation was deleted and I was unable to re-link it to My Disney Experience account through the app. This meant that I was unable to make fast pass + reservations for my trip (which is still more than 30+ days out). While sitting on hold for technical support for 20+ minutes I went on the computer and was able to re-link it there. However it still isn’t showing up on the app. This app has a lot of potential if it actually worked; however, instead of enhancing my “Disney Experience” it has been a source of annoyance, frustration, and wasted time. IMO Disney needs to allocate more of its resources, in order to bring this up to the standard that I have come to expect from this company and its subsidiaries. That’s why people are willing to spend thousands of dollars to visit Disney Parks; believe me it isn’t because the food is great, the weather perfect, or the lines short..Version: 4.12

Could be more helpfulThe app is nice to have but certainly doesn’t meet my expectations of Disney. I haven’t found a way to check bus times except for “from your resort.” This is not helpful when you are away from the resort and trying to get back. The app needs to provide a way to check the number of meals and snacks remaining on your meal plan so you don’t have to keep track of paper receipts. Finally FastPass, please allow better management of FP. If we deleted one and tried to rebook a different ride we would get a notice, “Not so fast” because the app thought we had already booked our maximum. If you buy a park hopper, why not allow FP for multiple parks. Only allowing three FP per day isn’t good enough for the money you spend to get into the parks. If you have the technology to tie pictures you are taking of our family to our app log in id even when we did not use FP and scan our magic band, you should have the ability to provide the suggestions we have noted here..Version: 4.12

A lot of promise...Disney does a lot of things very well; making apps isn’t one of them. This app is so unstable. It crashes all the time, repeatedly. It shut down on me four times in a row today at the park, three times. It continually “signs me in” and then freezes on that screen. I have to close the app, restart it, it finally gets through the sign in (again) only to freeze on the home screen and you can’t tap the map to get to the wait times. So you have to close it again and typically, the third time is the charm. Even then, if I use another app then go back to the Disney app, it will try to sign me in again. That’s just not how this is supposed to work. 🤦🏻‍♀️ It doesn’t need to sign me in every time I touch the app. Just leave me signed in. Please??? 🙏🏼🙏🏼 I do LOVE this app when it WORKS, however infrequent that may be. The capability loaded into it is exactly what a good app should have but it’s all for naught when it’s so unstable. Every time I see an update in the App Store I just shake my head bc I know it will fix one bug and introduce 10 more. Please, please make this the magical app it has the potential to be..Version: 4.18.0

Polite PigMy family and I were looking for a quick service gluten free restaurant. We inquired at the polite pig and learned that there were some gluten-free options for my wife, she has celiac disease. After ordering we sat down and were quickly served our drinks. Our food, however, was nowhere to be found. As we had flown in from Ny earlier we were quite ravenous. Our patience was wearing thin. Nicolette, the manager, came to the rescue. After being informed that we were waiting by a server she assured us that she would take care of us. She asked for our receipt, apparently our order never made it from the cashier’s machine to the kitchen. With compassion and care Nicolette assured us that we would have our order in just a moment and we would be receiving a complimentary dessert. Our food arrived seconds later and we were gratefully enjoying our meal when she asked if there was anything else she could do for us. We were so appreciative and thankful for her kind and caring service..Version: 4.19.0

Worse Than it Used to BeThey did a major overhaul of how the app looks and navigates a while back and made it completely confusing in the process. I had little to no trouble before the update and now it takes longer to do anything because it's so difficult to find/do what you're looking for. And I'm a local/frequent user of the app! I can only imagine how frustrating it must be to visitors. It works and all, but only gets a passing rating from me. I'd rather use the full website when possible. It's much easier and has options I use that aren't integrated on the app. Is there no way to view menus unless you've got a reservation available? That's annoying! What if I just want to view the menu regardless of whether there's a table available? I can't find that feature. It's on the website! The app also lacks the favorites option from the MDX website which I utilize to prioritize restaurants I've never been to before. Should be on the app! Come on, people. Integrate features that already exist before you add new stuff. <_<.Version: 4.8

My Disney ExperienceIt is a great tool to help manage your park days. We are traveling with our grandchildren this trip and has been of great benefit to prebook attractions and help plan ahead. My first time using it so I had to use the tutorial to help get the most from the app..Version: 5.5.2

User friendlyNo problem navigating the app Very clear direction. Have been using this app for years and have see the changes and growth happening within it for the better as it has advanced..Version: 7.14

Confusing beyond beliefI did not expect this from Disney, as the experience on the app is complicated, disjointed and everything NOT Disney!! Not even sure what Disney Genie Plus is for, paid for it but again what it is for who knows?.Version: 7.1

Seeing the world in a different viewI love this ride!.Version: 7.14

Looks promising!So far so good, just got it. Swift updates and easy to use. Looks like it has everything I need, from schedules to booking things..Version: 7.12

Boardwalk hotelI visited Disney Boardwalk seven years ago, it remains magical. Cast members always great you with a welcoming smile..Version: 7.12

Hope Paul’sMy daughter who turned 11years requested to come to Disney. We arrived on the 28th of July & staying at the All stars sports Resort. She has been to the Animal kingdom & other attractions. We are here till the 3rd of August. It’s been an amazing adventure. We ain’t done yet. Kudo to the entire Disney team. Great job indeed..Version: 7.11

WowI can't wait to do more!!.Version: 7.11

Application en françaisBonjour j’adore l’application Mais si ont pouvais l’avoir en français sa me simplifierais la vie..Version: 7.8

Version IPAD serait appréciéVersion IPAD serait apprécié.Version: 7.10

Wait timesThe wait times seem inaccurate and the lightning lane seems to be the cause..Version: 7.8

Free International Money Transfer 💸Enjoy high maximum transfers into more than 20 currencies while saving up to 90% over local banks! The cheap, fast way to send money abroad. Free transfer up to 500 USD!AdvertorialVersion: 7.14


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