Visitors stuck for 3 hours on Disney's new Skyliner gondola system at Epcot

Walt Disney World officials said they are investigating the cause of its Skyliner transportation system’s malfunction at Epcot that stranded passengers for about three hours Saturday night.

BAY LAKE, Fla. — Riders shared on social media that they were stuck on the gondolas, including WFTV reporter Cierra Putman.

The gondolas on one of three routes came to a halt, and passengers were able to access emergency kits that included water, cups, a light stick and other items.

Putman said her group was stuck in a gondola for more than three hours. She also said Disney offered them two park hopper passes and $200 in gift cards.

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Aaron Murray, another guest who was stuck on the gondola, said at first he thought it was just a short delay, but a half-hour passed, then two hours, and he realized something was wrong.

"The biggest thing we became worried about is when they began evacuating the gondola behind us. They did get a bucket up there to remove two at a time," Murray said. "Once we finally got grounded, their response was great. It wasn't their fault. It is something that happens, especially with new attractions like this," Murray said.

Disney released this statement late Sunday:

“We have a team diligently looking into the cause of last night's malfunction on the Epcot line of the Disney Skyliner. We have been in contact with the guests, many of whom were on the Skyliner for more than three hours, until we were able to restart the system. We express our sincere apologies for the inconvenience and continue to work with each guest individually.”

Just finished talking to some @WaltDisneyWorld representatives but no one would say what happened. They took our info and gave gift cards and park hopper passes. My gondola mate was disappointed @DisneyCruise wasn’t on the table. 🙂 pic.twitter.com/IsS0OQpl2f
— Cierra Putman WFTV (@CPutman_WFTV) October 6, 2019

People getting off! We’re almost there! @WFTV @WaltDisneyWorld #skyliner pic.twitter.com/GiHXv8r3y0
— Cierra Putman WFTV (@CPutman_WFTV) October 6, 2019

Well here’s a look inside the emergency kit on the #Skyliner. We were just told we could open it. There’s water inside, a note pad, cups (possibly in case nature calls), light stick ... hitting 90+ min @WaltDisneyWorld @WFTV pic.twitter.com/3xyvrHGyUO
— Cierra Putman WFTV (@CPutman_WFTV) October 6, 2019