If a ride you work on breaks down and the family in front of the line has to leave for the airport right after they would have gotten on that ride, what would you do?

• A. Cancel their trip.
• B. Offer a magical moment as they leave the park that day.
• C. Give them a large discount.
• D. Ignore them.

Answer: (B)

When a ride breaks down and a guest is rushing to catch a flight, the idea being tested is how you recover the guest experience in the moment by turning a setback into a positive memory. Offering a magical moment as they leave shows you recognize their time constraint, you care about their experience, and you’re taking action to leave them with something special despite the disruption. This approach embodies empathy and ownership—you’re not just fixing a problem, you’re creating a memorable ending to their day that aligns with Disney’s promise of delight.

A sincere apology, quick assistance, and a thoughtful gesture—like a small magic moment tied to their departure (such as a complimentary treat, a photo opportunity, or another small, on-the-spot gesture approved by a supervisor)—can convert frustration into appreciation. It signals that the guest’s experience matters even when things don’t go as planned.

Choosing options that aim to cancel their trip, provide a large discount, or ignoring them misses the opportunity to practice proactive guest recovery and to reinforce the positive, magical impression Disney strives to leave with every guest.