On a recent trip to Disneyland and California Adventure I stumbled upon a new device that was installed at the Taste Pilots Grill in California Adventure. The new device takes the place of the smiling Cast Member who used to take your order. It looks a lot like an ATM machine with pictures of food and beverages on it. You walk up to it, touch the screen on the food you want, slide you annual pass if you are a pass holder, for your discount, then put cash in a slot, or swipe your credit card. In a few moments a receipt is printed and off to the counter you go to pick up your order.
When I first noticed the machine I was pretty shocked about it. I enjoy the interaction with the Cast Members when I am ordering my meal at the park. I enjoy Cast Member interaction with just about everything I do at the park, and I feel they fill a very important roll when it comes to making the Magic that only Disney can make.
While our order was relatively easy, I can see problems if you have special request, or are the type of person who likes to substitute when ordering. There are some limited substations available as well as a plethora of add-ons that you can purchase. I almost expected it to ask me if I wanted to add a snow globe with my meal for an extra $39.95 but it didn't.
When I made it to the counter to pick up my order I smiled and said hello to the nice Cast Member who was asking for my receipt so she could fulfill my order. I asked her how long those machines had been in place and she informed me that they were relatively new and they were being "tested" to see how well they work. I asked her what the general guest response to the machines was and she said most people didn't like them. Well at least I don't feel alone any more I thought to myself.
I do understand the need for a company to streamline operations and increase profit, but these devices push the boundaries. I enjoy the "self checkout" at grocery stores but at Disneyland I enjoy the one on one personal service that we have grown accustom too over the years. Machines can replace people in many ways, but not when it comes to interaction. Keep the machines running the rides and making those tortillas at the tortilla factory but keep them out of my face when I am trying to order my family a meal.
