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The head of Hong Kong Disneyland yesterday made an emotional public apology over the ticketing chaos during the Lunar New Year holiday.

Bill Ernest,  executive vice-president and managing director of the Lantau theme park, also conceded the entertainment giant needed to improve its understanding of Chinese culture.

He had to pause between sentences as he choked back his words during a press conference.

'We regret that anyone may have been inconvenienced. No one is more disappointed than  we are. As a father, I understand how frustrating it is to disappoint your children,' he said, his voice tailing off as he spoke.

Mr Ernest, who has been in the top job for less than a month after the surprise departure of Don Robinson,  then bowed his head and remained silent before continuing: 'But our first priority is to protect our guests.'

A Disney spokeswoman later said Mr Ernest had become emotional because he was thinking about his daughter, who had just celebrated her birthday.

The park drew fire from government officials, travel agents and the Consumer Council after hundreds of ticket holders were turned away on Wednesday and Thursday because the park was full.

Critics say a dual system of flexible tickets, which allow one visit within a six-month period, and date-specific tickets was at the heart of the problem. Date-specific tickets are issued for special event days and holidays, but those issued before the introduction of the flexible-ticket system on January 3 do not guarantee entry.

Wednesday, Thursday and Friday were deemed 'regular' days, even though the Lunar New Year holiday on the mainland runs for a week. Many of those turned back were mainland tourists.

Mr Ernest said the park had no plans to scrap the flexible ticket system but would look at adjusting it.

When asked if Disney needed to better understand Chinese culture, he replied: 'That's a good question [and] we're still learning.'

Hundreds of visitors queued outside the park before it opened  at 8.15am yesterday, but the chaotic scenes of last week were not repeated. Disney refused to release figures on park admissions or the number of tickets sold during the Lunar New Year.

Consumer Council chief executive Pamela Chan Wong Shui  said the park could be in breach of contract by denying entrance to ticket holders. She urged the park to meet the council to discuss refunds and compensation.

Mandy Tam Heung-man,    of the Legislative Council's economic services panel, said the apology was too late.  'And it's  ... meaningless because [management]  fails to be accountable to the public.'



Disney chief chokes on his words, but gets out an apology