Does New Disney Genie Service Keep Your Money If a Ride Breaks Down?

in Walt Disney World

disney genie question

Credit: Disney

Walt Disney World’s digital “whole new world” is finally here, and with it, many questions from Guests.

On October 19, Disney Genie officially launched on the My Disney Experience app, along with Disney Genie+ and Lightning Lane access, the new paid iteration of what was previously the FastPass service.

It’s a new service that has left Disney fans divided. Both FastPass/FastPass+ at Walt Disney World Resort and FASTPASS/MaxPass at Disneyland Resort are now officially retired, and instead, Disney Genie+ (with Lightning Lanes, the new FastPass queues) is taking its place — a paid service.

lightning lane lion king show
Credit: Inside the Magic

Disney Genie+ charges Disney World Guests $15 per person per day to utilize the Lighting Lane — the old FastPass+ queue. Walt Disney World Guests are able to pick one return time at a time for select attractions and skip the lines when their turn arrives. This can be purchased separately from Disney Genie, the complimentary service that is now within the My Disney Experience app.

We’ve already learned that Guests have to pay tax on top of their Disney Gneie+/Lightning Lane purchases, as well as the service itself suffering some issues following its launch. From sold-out attractions like Rise of the Resistance, to app failures on their phones, Guests have been quick to share their opinions on Disney Genie on social media.

disney genie lightning laane

Now, we’re looking into what happens to those individual attraction selections (the individual Lightning Lane attraction purchases) when the attraction you paid for breaks down.
At Disney’s Hollywood Studios, in Star Wars: Galaxy’s Edge, Star Wars: Rise of the Resistance is the most expensive single-priced Lightning Lane ticket. Currently, Disney World Guests must pay $15.00 per person to ride the attraction once. For a family of four, this comes to $60.00. This seems very expensive for one attraction on top of a Park ticket, but the attraction sold out yesterday and today very fast.
rise of the resistance stormtrooper room
Credit: ITM Rebekah B.
Yesterday, the popular attraction was reported to be down for a period of time, and those who purchased access to the Lightning Lane for that time had their timeframe extended automatically within the Disney Genie platform in the My Disney Experience app.
But what happens when a ride is down for the remainder of the day, and you are unable to ride the attraction you purchased access to? It appears that, based on experiences yesterday, Guests can get a refund, but there are some steps they need to take.
mad tea party lightning lane
Credit: Inside the Magic
Some Disney World Guests explained their experiences once an attraction they purchased went down for the rest of the day. The Disney Genie platform offered Guests a pass that would allow an extended window for them to ride the attraction.
Some Guests shared that when Rise of the Resistance was temporarily closed they were able to visit Guest Relations and receive a refund for their individual Lightning Lane purchases in the form of a Disney Gift Card. Guest Relations is located at all four of Walt Disney World Resort’s theme parks — Magic Kingdom, EPCOT, Disney’s Animal Kingdom, and Disney’s Hollywood Studios — as well as Disney Springs.
Disneyland Disney Genie
Credit: Disney
A Disney World spokesman, who declined to be identified, spoke with the Orlando Sentinel and said:

“visitors would automatically receive a refund for individual Lightning Lane selections if a ride does not reopen for the rest of the day after a closure. If the ride reopens but a visitor is unable to ride due to individual circumstances, they would have to contact guest relations for a refund.”

It is important to note that the FAQ section of the Disney Genie webpage on the official Walt Disney World Resort website does not currently outline Disney’s official process for Guests to get a refund on their individual Lightning Lane selections, but we will update Inside the Magic as more information becomes available.
lightning lane signage frozen
Credit: Inside the Magic
Guests at Walt Disney World have had a variety of experiences when using Disney Genie+ and purchasing individual Lightning Lane attraction selections (like Rise of the Resistance and Avatar – Flight of Passage). If you are visiting the theme parks and you have any issues with your Lightning Lane purchases — whether the individual attraction selection you purchased has broken down for the day, or you have any other questions — we recommend visiting Guest Relations and speaking with a Cast Member.
Stay tuned to Inside the Magic for more updates on the new Disney Genie and Disney Genie+ service.
What have your experiences of Disney Genie, Disney Genie+, and Lightning Lanes been? Let us know!

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