We have several users expressing frustration with the My Disney Experience app when trying to get a Boarding Group for Star Wars: Rise of the Resistance at Hollywood Studios. When joining a Boarding Group, the app may falsely state that not everyone in the group is in the park. Typically this problem resolves itself a few minutes after tapping into the park. However, when the problem does not resolve itself, this error throws a wrench into guests’ plans.
For example, Rick wrote to us:
We went on Friday, December 27th and arrived and were past security by 5 am. Then into the park at 5:40 am. Then we waited until 6 am. And then the day went south. And it happened for hundreds of folks. Saw kids crying. Around me, folks were getting boarding passes for group 30. We had nothing. Very dark and hard to find the customer service folks. We did finally find a customer service area and the line was very long — took 23 minutes. By then we got boarding group 118. Not enough customer service folks to fix the glitch quickly.
The current process for getting a Boarding Group for Rise of the Resistance is exacerbating the problem with the app. Currently, Disney allows thousands of guests into Hollywood Studios prior to park opening. Everyone is waiting on Hollywood Boulevard with their phones out, ready to join a Boarding Group when the park opening time arrives. Even if only a small percentage of people are having a problem, they all have the problem at the same time, and the Cast Members who can assist are quickly overwhelmed. Plus, if you’re in a mob of thousands of guests, it is not clear where to go for help.
Before the Park Opens
Make sure everyone in your party is linked to your My Disney Experience app. Be aware of Disney cast members with iPads. If you station yourself right next to a cast member at park opening, that can’t hurt your chances for getting served quickly. If you can get to a cast member quickly, they may be able to get your Boarding Group faster than using the app.
Tips for Resolving App Problems
- Turn off Wi-Fi and use your phone’s mobile data
- Restart My Disney Experience app
- Reduce the number of people in Boarding Group
If you get the error “Is Everyone in the Park” remove the problem people and just get Boarding Groups for everyone else. If you can get most of your party a Boarding Group, you can likely talk your way onto the ride.
If you need help, find a “Guest Experience” team member. At Hollywood Studios Guest Experience Team wear blue shirts with the Tower of Terror logo. They and Guest Service cast members will be on the sidewalks of Hollywood Boulevard holding iPads, as well as at these locations:
- Toy Story Land
- Grand Avenue
- Hollywood Boulevard
- Sunset Boulevard
You might be better off finding the Guest Experience Team away from Hollywood Boulevard, where most guests are gathered.
Most people do not go to Sunset Boulevard at park opening. It will likely have the shortest wait to get help. While waiting for the Guest Experience Team, keep trying to get Boarding Groups for each person in your party. Hopefully, by the time you get to the Cast Member, they will be able to fix the problem and add the person to your Boarding Group.
How have the Boarding Groups worked for you? Have you run into any challenges? Let us know in the comments.