Walt Disney World is known for its magical experiences, but a recent event has left many local passholders frustrated. The Moana Journey of Water Passholder Preview, which was highly anticipated, has taken an unfortunate turn, leading to confusion, long wait times, and lack of clarity for future previews with no communication updates. Passholders encountered a variety of issues at the preview:

1. Incorrect Passholder Instructions: Passholders were surprised by last-minute changes to the Moana Passholder Preview to include a Virtual Queue. Disney had clearly stated that no registration was required and that there would be no virtual queue, only a standby line. Passholders were only required to have a park reservation for Epcot.
2. Late Introduction of Virtual Queue: The Moana Passholder Preview began with only a standby line, and a virtual queue was introduced only later in the morning after the park had opened. Passholders attempting to register for the virtual queue for the Guardians attraction at 7am were not presented with the option to select a virtual queue for Moana.
3. Failure to Notify Passholders: Passholders with park reservations were not sent any app notifications or emails regarding the change to a virtual queue. There was a lack of signage at within the park, including toll booths and attraction entrances, to inform passholders of the virtual queue, and employees did not inform passholders entering the park that a virtual queue was now required.
4. Website Misinformation: Despite the changes, the Disney World website still stated for the duration of the day that “virtual queue will not be available.”
5. Limited Information: Passholders joining the virtual queue were only provided with a boarding group number but no estimated return time or information on the current boarding groups being called.
6. Wait Times: Users who entered the physical line after waiting in the virtual queue still encountered an approximately 60 minute wait.

The frustration among passholders and visitors was palpable on social media platforms. Numerous tweets and Facebook posts highlighted the confusion and inconvenience caused by the last-minute changes and lack of communication. Passholders felt left in the dark and unprepared for what should have been an exciting preview event.

Disney has since updated their website to state “a virtual queue may open for eligible Annual Passholders during periods of high demand.” HorizonWestInfo.com contacted Disney on if Passholders will be notified in the future if a virtual queue is used. Despite the HorizonWestInfo.com team’s efforts to get a response from Disney, as of the time of writing, no official statement has been provided by the company. The lack of communication regarding the Moana Passholder Preview has only exacerbated the frustration among loyal Disney enthusiasts.

@WDWGuestService it would have been nice to have a heads up about the Moana virtual queue. I get reminded about tron and guardians days in advance. But nothing for this.

— Doug G (@NovaMrMet) September 24, 2023

I am once again asking why Disney has a virtual queue if you still have to wait an hour in line. This Moana Preview is terrible. @WaltDisneyWorld

— Randy Ojeda, Esq. (@realRandyOjeda) September 24, 2023

Did I miss where they told APs we’d have to join a virtual queue for Moana preview?

— Jeremy (Main Street Magic) (@mainstmagic) September 24, 2023

Moana changing to a virtual queue after explicitly saying it would be standby is so WDW OPs 🥴

— Ryan (@DisPhotography_) September 24, 2023

The fact that Disney added a virtual queue NOW for this preview AND the fact that you have to be in the park is absolutely infuriating.

They always doing VQ or assigned time slots for previews….why was this any different?? https://t.co/EjrnikwuMM

— crazyparkguy (@crazyparkguy) September 24, 2023

Journey of Water – Now Virtual Queue for Preview, No Standby
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The Journey of Water Moana Walkthrough Passholder Preview at Walt Disney World should have been a magical experience for all those who eagerly awaited it. However, due to last-minute changes and a lack of communication by the park, passholders were left bewildered and disappointed.