Reducing nonpriority queues at theme parks

Purpose: This study examined the waiting times to board an attraction at a theme park (Tokyo DisneySea in Japan) using a simulation based on measured values. Park visitors often complain that waiting times are too long; guests (Disney's term for park visitors) must stand in long, slow-moving queues outdoors in all weather, enduring heat, cold, rain and wind. This can undermine their health and reduce customer satisfaction. To date, no research has offered a scientific approach to solve the problem in the context of theme park queues. Design/methodology/approach: The attraction examined two queues: a short waiting queue for guests with priority entry tickets and a long waiting queue for guests without priority entry tickets. The total number of guests with priority entry tickets remained a constant value, as in the current system; however, the author designed the number as a monotonically increasing function to reduce the waiting times for nonpriority entry. It was impractical to analyze queues or try to explain proposed wait time reduction methods using theories and mathematical models alone. Therefore, the author used a simulation study based on real data to demonstrate the proposed method of this study. Findings: The simulation results indicated that the proposed method significantly decreased guests' waiting times in the nonpriority entry queue, without changing the number of guests in both priority and nonpriority entry queues. Research limitations/implications: Simple queues can be analyzed using theoretical calculations, but complicated queue systems require simulation methods. Therefore, this paper cannot provide a theoretical basis for the method. Practical implications: The proposed method offers benefits to managers of any event or location seeking to manage queue times and not just theme parks (e.g. exhibitions, concerts, etc.). Advance tickets are equivalent to priority entry tickets, so applying the proposed method can shorten waiting times on the day of the event. Originality/value: This study has important practical implications for queues management, and the proposed approach is a unique system that reduces waiting times, thus increasing customer satisfaction. The proposed method can be applied to similar types of priority entry systems.