Star Wars: Rise of the Resistance has always touted itself as more than just a ride, but a return to form, a fully immersive experience packed with audio-animatronics where you’re actively recruited by the Resistance and mercilessly intimidated by First Order officers. Not only is the winding cavernous queue packed with props to further envelop guests in the story, they lead to a key part in the attraction’s storyline.
First, guests enter a makeshift briefing room where Rey appears via holo-transmission alongside dutiful droid BB-8 to welcome the new Resistance recruits.
Then they board a nearby Intersystem Transport Ship (I-TS) navigated by Lieutenant Bek and Nien Nunb.
These pre-shows are arguably the favorite portion of the ride for many, and are pivotal in understanding how exactly you end up captured aboard a First Order Star Destroyer. Now, imagine if you didn’t get to experience any of this. For guests at Disney’s Hollywood Studios today––many of them experiencing this attraction for the very first time––that’s how the ride experience was for them:
https://twitter.com/goIdenkissyh/status/1214247420063862786?s=20
Guests took to social media today frustrated after waking up as early as 4:30 AM and bearing the heavy crowds for a Boarding Group only to experience a partial ride-through, with no customer recovery attempts, like FastPasses, distributed for those guests affected. (Some guests report asking Cast Members and receiving excellent customer service, but many would not know to ask unless prompted.)
https://twitter.com/mancinelli22/status/1214242235061067776?s=20
Had the same problem. Was it just broken?
— Tyler McGarr (@mcgarr53) January 6, 2020
Guests were funneled in from the queue and backstage directly into the First Order Destroyer scene, where they went on to be loaded onto the attraction without much development of the story. It is unknown whether this was caused by issues or malfunctions with the I-TS transport shuttle or other issues. In recent weeks, the attraction has had a number of its audio-animatronics break or go on B-mode, and the attraction has suffered from full operational breakdowns since opening day.
While issues with the pre-show are a new development since the ride’s opening, it seems it has only affected a handful of boarding groups, but we suggest that everyone planning on seeing it to temper their expectations, and if any issues arise, to kindly inform a Cast Member or Guest Relations for the chance to experience the attraction in full, as it was meant to be experienced.
I woke up at 4:30 this morning, was at the park at 6:00, got on boarding group 77 without issue, and had the most incredible (and full) attraction experience of my life. It was completely and 100% worth all the hoop-jumping.
While there was attraction downtime early in the afternoon, the cast members were out in force and willing to answer every question and help at every turn. They even called 50’s Primetime for me to help rework a reservation affected by the delay.
Is there a worthwhile reason you are reporting poor guest experiences (and a mere handful by your own admission, at that) as “news”?
If you were a guest at Disney week one January you would understand the need to report this, Disney was miserable and full of ride problems. Worst vacation ever.
I was on the ride opening day. The next week I was on again. When we got to the briefing room, Rey made her appearance, and then the door opened. We could see people boarding the transport, and then the door closed. We sent through the entire briefing sequence again, and then the door opened again and we were told to leave for the transport.
You considered this newsworthy enough to write a blog article about it? Doesn’t this sort of thing happen to people every day at each park?
It does not.
No. We got robbed of our proper experience. The immersion will never be the same. Completely spoiled it and we should be compensated for it. It’s the least they can do. We woke up super early for that ride and it’s the whole reason we went to the park.
I’m so over the hype of this ride
Ok , I’m letting our annual passes expire. Too many screw ups at the house of mouse. Maybe try a one day entry in a year or so , see if the got their crap together. Last chance.
Lmao, you tell em!
This happened to me as well on 12/27/19 and guest services refused to offer “recovery” because I experienced a portion of the attraction…. tried to give me fast passes for other attractions. I just wanted to be able to experience this attraction in its entirety withou having to get there at 5am again.
Then you might have to wait a year or two
“…everyone planning on seeing it to temper their expectations,” It’s good of you to say that. The problem is: is Disney saying that? Or do the ads give the impression that you’re supposed to get on a plane and go see it now?
They shouldn’t open this attraction if it’s like this. It should be all or nothing. Cause it is pointless to experience part of the attraction and story.
Just wanted to compliment Disney for their awesome guest relations! Sorry to hear some are having a bad experience with getting to experience the full ride for RotR. I can only imagine how frustrating that may be especially if you arrive at 4 am to Hollywood studios. Just to let others know that Disney is still in the customer service magic business. We arrived to at 6 am the week after it opened back in December. There were 10 of us (2 adults, 8 kids). Gates opened at 7:00 and we thankfully all got in boarding group 83. We were one of the last groups to be called that day. Waited in line at the ride for about 1.5 hours and wre able to do both parts of the pre-show and were about 30 people away from boarding the vehicle and the ride broke down. It was about 9:30 pm, so the park had already closed. They directed everyone in line to the exit of the ride. We had some really disappointed kids but we knew that might happen being a new ride and all. It had already broke down when we first got in line. Anyway, instead of just having to come back the next day to do the early morning madness all over again, Disney really turned our frowns upside down and cemented our love for their customer service and kindness. Without us even asking for anything, as we were exiting the ride, Disney cast members scanned our bands and gave us fast passes for the rise of the residence ride good for anytime of our choosing for the next day. Plus, they gave everyone a one day park hopper pass good for the next 10 years (Even for the annual pass holders)! We Felt like we had each just been given one of Willy Wonka’s golden tickets! My kids were so ecstatic that we could come back the next day at any time to ride the new Star Wars ride. Plus, since it had started drizzling outside, they gave us each a Disney poncho to boot. (Something this mom really appreciated). And all was done with a smile from each cast member. We were just so grateful because in our eyes, Disney went above and beyond. And we just wanted to let Disney know how appreciative we are.
Forgot to mention, we were able to come back the next day sometime midday, and got on the ride seamlessly. What’s more is that when we arrived in the park, I noticed that one of our kids’ fast pass for the resistance ride wasn’t appearing on the MDE app, I stopped by guest relations. They were able to get it fixed on her band after a bit of waiting and troubleshooting. Plus they made sure her complimentary “one day park hopper” ticket was on her account too for use in the future. After all that, the super helpful cast member apologized for the wait and the trouble. And then he gave our group additional fast passes for slinky dog and two other rides. All the Fast passes worked wonderfully! We all had an amazing time, and it was well worth the wait and everything. Plus, rise of the resistance was awesome! We can’t wait to go back again. 😊
Meesha don’t get this sorry Star Wars ride. Men in Black at Universal is still the only ride that gives you a gun that actually affects scenes, a red button, a different ending each ride and a preshow elevator that doesn’t break. Looks like 2000 is still the year to beat for next level interaction and cgi sidekicks
I wrote them an extensive letter about this and sent them videos of us having to get off the ride as well. I have waited my entire life for a ride like this and was one of the casualties mentioned in this story. We were boarding group 67. I feel they owe my wife and I a free day to attempt this again properly. We woke up way too early and did our part. The first experience is the most important and we were robbed and spoiled of it. The immersion is never the same after the first experience. It’s really unfair.