Susanne Hays, owner and president of Fairytale Journeys Travel in Alexander City, Ala., remembers the first time she met Josh D'Amaro, the chairman of Disney Experiences and Walt Disney Co.'s incoming CEO. It was in a security line at Orlando Airport on Nov. 4, 2021.
Susanne Hays, owner and president of Fairytale Journeys Travel, met Disney's Josh D'Amaro by chance at Orlando Airport in November 2021. Source: Susanne Hays
The two had just left an event previewing the Walt Disney World Resort's 50th anniversary celebration, and they started chatting.
"What struck me immediately was how genuinely interested he was in our travel agency and how things were going for us, especially since the travel world was still finding its footing again," she said.
"He wasn't just making small talk, but he truly wanted to know how we were doing and what we were seeing from our side of the business. You don't meet many people at that level who listen like that."
The conversation continued beyond the security checkpoint and onto the automated people mover taking them to their gates. After that, Hays said it seemed that she ran into him every time she visited Disney's theme parks, so much so that it became a running joke between the two.
"Every interaction was the same: kind, engaged and completely down to earth," she said.
That attitude, combined with D'Amaro's business acumen and a strong sense of what Disney means to theme park and cruise guests, has engendered optimism and excitement among travel advisors. He will assume the top spot at Disney on March 18, succeeding Bob Iger.
Understanding the guest
Travel advisors also are enthused because D'Amaro comes from the Experiences division, which includes theme parks, hotels, tours and Disney Cruise Line. He's held various roles in his 28-year career at Disney, including president of the Disneyland and Walt Disney World resorts.
"The parks and cruise businesses are where Disney's brand promise really comes to life, and Josh truly understands both the operational and emotional sides of the guest experience," said Beci Mahnken, owner of MEI-Travel and Mouse Fan Travel in Issaquah, Wash. "When leadership genuinely gets the guest journey, it naturally leads to smarter investments, better product decisions and innovation that's grounded in storytelling, guest satisfaction and long-term brand stewardship, not just short-term wins."
While D'Amaro has been involved in many projects at Disney over the years, Mahnken's favorite is Adventures by Disney. She credited D'Amaro with helping shape the tour operator as a unique group-travel product.
He also impressed her years ago when a situation left her agency absorbing the cost to make things right for clients when an Adventures by Disney promotion didn't apply to them. Mahnken pulled back from selling Adventures by Disney for a time. D'Amaro noticed and sought her out to ask why.
"His concern wasn't just about the lost business. It was about understanding what happened and fixing something that wasn't working," she said. "He helped drive a solution, and once it was resolved, we confidently returned to selling the brand."
Considering his past roles at Disney parks, D'Amaro brings with him an inherent understanding of operations, said Greg Antonelle, who owns Windermere, Fla.-based MickeyTravels with his wife, Elyssa. That is important for a chief executive, and Antonelle called him "perfect for this job."
MickeyTravels owner Greg Antonelle with Josh D’Amaro. Source: Greg Antonelle
He's forward-looking, Antonelle said, pointing to Disney's investment in OpenAI and its licensure of characters for the company's Sora AI video generator. And he has a proven record in driving financial success, with Disney Experiences pulling in $10.01 billion in revenue in the first fiscal quarter of 2026, the first time quarterly revenue for the division exceeded $10 billion.
"Josh D'Amaro appears to have an innate ability to understand what Disney fans want," Antonelle said. "So, he can satisfy customers while still returning the kind of revenues and profit that Wall Street covets."
Adam Duckworth, founder of Travelmation in Fort Lauderdale, with Disney's Josh D’Amaro. Source: Adam Duckworth
Adam Duckworth, founder of Travelmation in Fort Lauderdale, said he believes D'Amaro's track record shows he will respect the parks' histories while moving the company forward. He used the Country Bear Musical Jamboree as an example.
The attraction, which opened with the Magic Kingdom in 1971 as the Country Bear Jamboree, underwent a refurbishment earlier this decade. It's always been Duckworth's favorite attraction. Before its refurbishment was announced, there were rumors that Disney would close the attraction. Instead, Disney opted to update the show and add new music that younger generations could connect with, reopening in 2024.
"They kept it, and they changed it into something that my children love now, and they want to go in every single time because Trixie sings 'Try Everything' from 'Zootopia,'" Duckworth said. "That's what I think he's going to bring to the company at large: future innovation and growth, yet a respect for nostalgia."
The Dana Walden promotion
Dana Walden and Josh D'Amaro. Photo Credit: Disney
While D'Amaro assumes CEO duties, Disney will also promote Dana Walden from co-chair of Disney Entertainment to president and chief creative officer of Walt Disney Co. Walden brings decades of experience in studios to the newly created role.
Because so much intellectual property from films and television inspires the theme parks and Disney Cruise Line, advisors were also excited about that move.
"Movies and series are where the emotional connection begins, and then the parks bring those stories to life," Hays said. "When those two sides work closely together, that's when Disney is at its best.