Should we take lining-up seriously? Yes! What we experienced in Walt Disney Wonderland has proved this.

Disney claims to be “the happiest playground on earth for children". After we paid a one-day visit to it, we add another two superlatives to it:" the biggest parking lot and the longest line in the World. “The Disney World in Los Angeles, boasting a history of dozens of years, looks dilapidated now. But for the riverside laser films and firecracker performances, we would never step into this gate. In the daytime, we spent most of the time lining up, one or two hours for each project. Once we began to play, we did nothing but circle around the mountain holes several times on the train. On returning to the dorm, quite a few students were worn out with knotted eyebrows, feeling extremely regretful.

That day I was also exhausted after several hours of queuing. But I began to feel concerned about the phenomenon of lining. Seeing the zigzagging lines or the swarms of people in the open air or in dark rooms, I stumbled upon the word “safety". (Later, after exhausting reference books, I know that safety is one of the core values in Disney). I am greatly obsessed with the catastrophes of fire or poor-quality projects in some places in China. Although I am now in the United States, I tremble with cold when learning about the tragic fire accident in Jiaozuo city, HenanProvince. How can Disney, a most populated place (with tourists from all over the world speaking different languages) in the world, manage to guarantee safety to its travelers?

Lining is inextricably connected with safety. Not very large, Disney is always swarmed with people. Any neglect of order may lead to disasters. Disney has been making efforts to maintain a balance between business and safety. According to my observation, Disney stands out in the following aspects: Firstly, the line is properly arranged to make full use of space. No line is allowed to intrude into next scenic spot. Some lines are in the shape of rings, some in the shape of intestine, moving slowly forward. Some lines go forward together but end up in different entrances. The crowd is guided along a rope, which is closely watched by administrators. In case of emergencies, people in charge can handle easily. Secondly, there are many officers to keep the order of different lines. Thirdly, the lines in the open air are relatively tight, and those indoors are loose, leaving flexible space to move around. For example, only seven or eight people are allowed to take pictures with Mickey Mouse at a time. Fourthly, safe exits must be reserved. When people line up in a hall, the lines are concentrated to leave enough space. The two most popular performances in Disney: magic procession and riverside laser performances are made to leave for safety passages that cannot be occupied for whatever reasons. Fifthly, safety inspection is conducted before tourists make for their destination. Even after tourists get seated, they must go through safety procedures. For example, they must first fasten their safety belts. If there should be something amiss, bigger disasters would follow.

Besides, there is another prerequisite. Tourists in Disney seldom jump lines. They are equal in giving and enjoying conveniences. Everybody is equal before rules. What is freedom? If nobody observes rules, there would be no freedom. Rules go before freedom. In a public place, what is a good planning? In my opinion, a good planning means that no one can be freer than others, no matter how rich, influential or famous he is.

Psychological Analysis of the Person Waiting in Line

Every golden week for tourism, crowds of people swarm into scenic spots. Winding lines can be seen here and there. During the prolonged waiting period, tourists become pleasure-deprived, and the beautiful scenery is "discounted" to a great extent. To make things worse, this discomfort and agitation are likely to result in collisions among tourists and between tourists and managerial personnel, which may defame the scenic spots. Then, how can we evade these embarrassments?

Psychologists tell us that "agitation results from overdone attention to time". In this case, people feel they wait longer than they actually do. This misjudgment can be demonstrated mainly as follows.

•People feel that they wait shorter if they have something at hand.

•People feel that they wait shorter in the process than before the process.

•People feel that they wait longer if they are seized by anxiety.

•People feel that they wait shorter if they are informed beforehand about the waiting hours.

•People feel that they wait shorter if they are given certain explanations.

•People are willing to wait longer if they can enjoy high level of service in the meantime.

•Solitary waiting looks much longer than group waiting.

When people have to wait, scenic spots administrators can keep in mind the above-mentioned principles to upgrade their service standard and satisfy clients in every minute detail. They can rack their brains turning boring and tiresome things into satisfying ones and forming unique scenic brands. For example, a large electronic board can be erected with up-to-date news, introduction of scenic spots and relevant legends. Brochures of scenic spots can also be delivered, mentioning key spots, possible routes, accommodation information, and consulting and service phone numbers. Tourists, by reading these brochures with pictures, can get through the long hours easily. Moreover, folklore performances can be put on before the queuing line, pleasing tourists or diverting their attention without frequent reference to time.

The ShenzhenHappinessKingdom is a case in point. The park has taken measures to ease lining problem in many important entertainment items. The most typical one is the "flying dragon through snow-capped mountain”, which features a suspension train circling mountains. This innovative idea comes from a story in Western China where a red dragon in the innermost mountains fight fiercely against a ghost called "Changma". The lining area is dotted with old houses, ancient temples, zigzagging and dark passages, grotesque decorations, and films broadcast at regular intervals. The tourists, while they are queuing, are lured into the story unconsciously. After an emotional accumulation with the ever-changing environment, tourists finally mount on the train to experience an elation. This kind of role-playing service can effectively relieve travelers' anxiety, helping them taste novelty, stimulation, and utter happiness. They are thus satisfied to the utmost both physically and mentally.

Disney's Solutions to Iining-Up

It is known to all that Walt Disney World is a well-known comprehensive entertainment kingdom in today's world. It has been developing by leaps and bounds in recent years with diverse products, the most representative of which is its theme park. Every year, a large number of tourists go there for sightseeing.

When people arrive at the theme park, they begin to feel bored at lining. The line in front of the most amusing entertainment item is usually the longest. These lines can bring about enormous profits for Disney. However, lining can kill people's good mood. Some people may give up lining once they have to wait too long. In order to serve tourists better, Disney has made efforts to adjust its service process, including its arrangements of positions.

At first, Disney came up with the idea of clowns. When people feel bored, there would appear a clown who makes all kinds of funny performances. This arrangement can relieve people's boredom to some extent and can effectively attract kids' attention.

But this effort can't last long. Disney then put forward another post, which came into being after a profound analysis of customers' needs. While people are waiting, Disney makes full use of this period of time to handle different affairs for them: booking hotels, arranging for air tickets, to name but a few. This post can be compared to "a post tackling trifle things". It can effectively solve problems and ease people's discomfort.

Disney also notices that the person at the end of the line is mostly troubled. To deal with this problem, Disney thinks up another method. Every five minutes it broadcasts the remaining time before the last person reaches the ticket window. People feel most scared when they are misled. Once they are properly oriented, all tourists, the last one included, rest assured.