Keeping realistic expectations for vacations

There’s another factor completely apart from pandemic policies that seems to be playing into this phenomenon—to put it frankly, it’s an increase in “Karen” behavior.

For those of us unfamiliar with the latest Gen-Z lingo (I work with teenagers, and I still can’t keep up), a “Karen” can be many things but is usually a person who tends to make an over-the-top fuss about inconveniences and disagreements, usually relating to customer service. While meme-culture often tags this label onto specific types of people, really the concept can apply to any human being regardless of gender or race. When someone “goes full-Karen”, they’re getting upset and making waves beyond what is necessary for resolving a customer service dispute. Either the issue is entirely petty, or some level of emotional bullying is involved.

(Note, this next bit was added after publication) I was almost hesitant to use the term because it's used pretty brutally, and I feel for people named Karen during this season (who most often are, ironically, not "Karens"). I'll be happy, honestly, when it vanishes from English vocabulary. However, I kept it in because it makes a point--it's a startling term that draws attention to the behavior and sums it up in a simple concise way that makes sense to the culture in this moment of time.

An increase in stress and tensions is not entirely unexpected during this season. People are weary from the events of this past year. For families whose lives have been turned upside down by kids at home, job changes, or extended lockdowns, a quality vacation is suddenly a much more urgent craving. There’s an understandable longing for the familiar, and at a place like Walt Disney World, there is a certain reasonable expectation for above-and-beyond guest service.

The problem comes when cast members are now having to devote increased emotional energy to managing unrealistic guest expectations. Fury can be triggered by anything ranging from queue lengths to menu changes to closed rides. In most cases, these situations are matters beyond the cast member’s control. Even matters of guests micromanaging enforcement of pandemic rules can grow wearying for cast members.

As mentioned, some of this is par for the course in the entertainment / travel industry—you don’t get into a front-of-house job in a theme park or tourist location without building up a thick skin for occasionally dealing with conflict and occasional unhappy guests. The problem is unnecessarily adding to this burden. These are human beings who can only take so much. I am so incredibly impressed with the cast members I have seen at Walt Disney World since reopening—they are doing an incredible job, and the parks still feel magical thanks to their efforts.

But there are times I spot the weariness behind the cheerful eyes …

I’ve heard cast members occasionally let their guard down, confiding about the challenges of working in a theme park during a pandemic. Their families are strained. Layoffs are an ever-present threat. They’ve seen friends laid off, and they still do their best to try to ensure each guests has a safe and fulfilling experience. They are there to serve and do a great job, but they are not automatons nor should they be targets to absorb petty complaints and frustrations about the complexities of life and circumstance.

What can be done about it?

It’s been wisely stated that we spend most of our human effort stressing about things we cannot control—we largely focus on the circles of circumstances beyond our intervention and matters that we may be able to influence but not fully control. Sure, I can write an article encouraging people to be mindful and nice to cast members and flight attendants, but I can’t control who will and won’t read such a piece.

But every single one of us can make a personal choice to see the humanity in those we encounter…

We can choose to love and show kindness to others as we would desire to see it done for ourselves, even while travelling. I’m not saying we need to coddle or baby our travel professionals. I’m not saying you should never raise a complaint or seek help with a guest experience situation. I’m just saying that courtesy, gratitude, and encouragement can go along way to lifting someone’s spirits in these challenging times.

Smile despite the mask—your eyes will show it. Thank cast members and flight attendants for doing their jobs in the midst of the craziness in the world. Have engaging conversations where appropriate. Laugh with them. When things go sour on a vacation, take a moment to breathe before choosing how to respond—is the dispute something a service worker can actually control? Is there a way to express the issue constructively instead of in anger? When it comes to pandemic rules, we all have to follow the same policies anyways—let’s not make things more challenging (and potentially unsafe) for cast members by bending the rules. If we goof up, just do as asked and stay polite and friendly.

I do not claim to know everything or every person’s circumstance… this is just one writer’s opinion who has noticed that some of our fellow human beings need some care and encouragement right now. My goal is not to point the finger but to provoke thoughtfulness—how can we make this crazy world a little bit of a warmer place by showing kindness and patience, even at theme parks?

In closing, as a huge geek, I particularly like the way Gandalf puts it in The Hobbit: An Unexpected Journey:

“Saruman believes it is only great power that can hold evil in check, but that is not what I have found. I found it is the small everyday deeds of ordinary folk that keep the darkness at bay. Small acts of kindness and love…”

Enjoy this article? Keep reading to get a glimpse of what Disney’s Magic Kingdom is like on a full capacity day or explore the pandemic policies at Disney parks that are still confusing some guests…