bad Magical Express @ SSR

[Cricketmint]

WE had an amazing 8 night stay at SSR, (non VCM) The resort was beautiful! we had fabulous weather except for friday, which it pour most of the day!! We loved it and were very impressed. Except for out last day, (check out day) All started well with our 7:45 wake up call, we ( Me, DH to be, our DD4 and DS16 months) got up finished our packing and I called down to bell hop around 8:30 to confirm we needed help with our bags to the airline check in since we had 4 checked bags and 3 carry ons, we needed the extra hands getting over to the magical express. Any who, they told us someone would be right over to help, so we waited about an hour, then I called again and got no answer, so I called the front desk to find out what was going on since my transportation to the airport was scheduled to leave at 11:00. They told us they send someone over right away to help. So now its 10:00 and me being 4 months pregnant is getting very upset and nervous we are going to miss the bus, so we gather up out bag and head from the grandstand to the lobby. ( which let me tell you was the worst thing Ive ever done! carrying a 16 month old, draging a suitcase and carrying a carry on, DH pulling 2 suitcases and push 1 suitcase, and DD4 dragging a carry on, we must have been a site! and as angry as DH and I were we found a little way to laugh about it , so we finally get to the lobby/bellhop/airline check in to find our bus waiting there and a line to check in about 3 families deep, by now its about 10:15, the first family goes threw quickly, while the next takes about 15 mins, finally DH says hey we are on the 11 bus, and they say dont worry it wont leave for a 1/2 hour!! so we wait the family in front of us checks in and its 10:45 I look over at the bus to the air port and shes closing the doors and getting ready to leave, I called over to the CM to say um hello Im on that buss is it going to leave with out me???


They say no! So I wait and litterally seconds later it drives off, Now completely freaking out I wait my turn to get up to the desk, ( just finding out now that the 2 families checking in before me there flights werent until 8:30 that night, mine was at 1:30) So now im really really

Finally I got up to th e window and give them my magiacl express paper, and I say so was that the 11 oclock bus that just left? because I was supposed to be on it!! They act like theyve never seen me before and start saying things like oh well you missed it, they are on a tight schedule and have to leave 10mins before 11, you should have been here at least an hour before you pickup time, blab blab blab I couldnt believe it. So i was like been here since 10:15 and get into everything that jut happed, I said I told you i was on that bus 2 times while you were checking in families before me that werent leaving until tonight!! And now your telling me ive missed my bus to the air port and theres nothing you can do for me, not only that but they had no idea whne the next bus would be there. So i said okay what are my options can you shuttle me to the air port in a cab? They say no well have to wait for the next bus and "hope" they have room for us on it, other than that theres nothing they could do and I was most likely going to miss my flight. So now im in complete tear and go to DH and tell him whats going on, he freaks and gos to them and they tell him the same thing. theres nothing they will do for us. So DH is so mad now we see a taxi driver and ask if he can get us to the airport on time, he says yes but it wil cost us an extra $40 because of some other client he has to call a new cab for. any way we pay it (about $68) We made it to the air port but, needless to say we will never use magical express again.

 

[Bam99]

We had a very similar experience last year from POP. The busses were running behind is what we were told and we were there at the pick up an hour and half prior to our leave time. We were so late that the men in our party got off the bus and had to help the bus driver load everyones luggage or we would have never made it. It was a total unorganized mess. Very disappointed with magical express. It doesn't sound like it was very magical for you either.

 

[Jillpie]

Don't even get me started about bell services at SSR . Your experience was inexusable, but not surprising. In March, I called the NIGHT before to let bell services know we were checking out in the morning. She basically said they are so busy in the morning, they cannot help me get our luggage to the main lobby. We were way out in CAROUSEL!!!! Good thing I called the night before and didnt wait to hear this news in the morning. I had the bright idea (she didn't offer this) to come get my luggage at midnight, so it would be there in the morning. She said I'll have to take the bus to the main lobby, um like WHAT??? Okay, whatever.
So I'm afraid the problem you had was with bell services, not so much M.E. The bus was there, but there was nobody to help you with your luggage, totally inexcusable as far as I'm concerned. That was just one of my beefs with this resort, never again, it was just WAY TOO BIG.

 

[I'mNoPrince]

I agree it's Bell services that lacks and it's not just SSR . I think they have started to contract them out and have lost control like they use to have.

I would call or send a snail mail to the GM at SSr and get your money back at least for the cab ride I know they can offer that for just this type of case. Maybe if enough complain things will go back to how they were. If it was a Mears cab i would also call them and let tem know you were fleast out of an extra $40 that against the law I'm sure.

Now I have used ME for the past 4 or 5 times with no problems at all But always take our own bags . I just couldn't imagine how hard it would be with all you had going on.Managment needs to know this.

 

[disneyholic family]

Oh my god - that is TERRIBLE!!

what a horrible way to end your vacation....

Glad to hear that you did make your flight - it could have been worse...
when we were at the airport 2 years ago we saw a very pregnant woman and her 2 little children miss their flight to Puerto Rico because they were caught in the security line!!! - the security line was an hour long that day....the poor family - they all broke down crying, including the mother - they came up to the door just as the plane was pulling away....and just because they were caught in the stupid security line which was incredibly long that day - there should be someone from the airline there to put people at the front of the line if their flight is about to leave...

 

[resiii]

Hi

So sorry to hear about your problems at SSR (especially since we are going there in 4 day ) but we had the same type of issue at POP in May. We were there waiting online for airline checkin when I bus came in, I walked up and told them that we were supposed to be on that bus and they basically said "too bad you just going to miss your flight."

Since we felt it was save to wait a little longer we did finally get to the front of the line (after waiting for 20mins for one family who had a night flight also) and were told that they can't take our bags

I went in and talked to the manager and found out that airline checkin is seperate company from ME

So we ended up having to grab the next bus and taking our luggage ourselves. We did make our flight but IF I ever use airline check in again I'll would assume I need to be there several hours before my bus otherwise just ignore it and deal with it at the airport.

For us, ME has been great for getting us back and forward to the airport for FREE! However I would not recommend the remote checkin unless you have a late flight or lots of free time that day.

Overall the problem was with the airline checkin specifically as far as I could tell, everyone else was very helpful. I think the reason they have so many problems is that they don't see if anyone is actually trying to take ME shortly (I'm talking the next hour given the speed they seem to work at) vs just checking my bags now so I can go and have some time at the park and get on the ME bus 12 hours from now.

Hope Disney does react to all the complains and works with whichever vendor is doing remote airline checkin. My advice is to complain to the manager at the hotel and then write to guest services, they don't know there is a problem unless we keep telling them.

Rob

 

[tjmw2727]

Looks like bell services at SSR really messed up with ME sharing some of the blame as well.

If SSR couldn't arrange a bellman they should have told you straight away so you could make arrangements for the luggage. It seems like you called early enough that DH could go and get a luggage cart himself if he had known you wouldn't have access to a bellman.

As importantly ME drivers are only supposed to take passengers scheduled for that bus. All 4x we have had to show the driver our voucher or the scheduling paper slid under the door and he/she matched it with the list. In April at POFQ there was a family who was scheduled for the next bus and wanted to board ours. They were made to wait until every passenger boarded our 11am bus and only because it was the last stop and there were seats were they allowed to board.

I have had nothing but great experiences with ME so its disheartening when I read the mishaps.

TJ

 

[seashoreCM]

What time did your Magical Express confirmation (put under your door the day before) say? What time did the bus close its door to leave for the airport?

If the bus left before your time minus ten minutes, then DME owes you the trip. If the bus you are scheduled on is too full for you then DME owes you the trip.

But if you are in the Resort Airline baggage Check in line (for participating airlines) and the bus leaves on time without you, then DME does not owe you the trip. You wold have had to abort the RAC check in and bring your luggage to the bus by T minus ten.

Also you have to be responsible for getting your baggage from your room to the bus boarding area. Admittedly this is difficult early in the morning but you need to be prepared for making two trips leaving a kid to sit on baggage in the lobby rather than spending time in the bathroom primping. Extra medium sized plastic bags can come in handy to quickly stuff things into for later sorting out and proper packing at the airport.

Due to unpredictability of park transportation, it is suggested that you aim to be back at the resort an hour before your DME bus leaves. About 1-1/2 hours in advance if you have luggage stored with the bellhop who might be too busy to fetch it for you instantly. You do not have to be at the DME bus platform that far in advance.

Write a letter describing the situation. It is important that every irregular incident be documented. Without your letter it is possible that nobody will know that an irregularity even happened.

Disney hints: http://members.aol.com/ajaynejr/magicx.htm

For an early morning business trip I can go from alarm clock to limo outside in ten minutes. Can you beat me?

 

[kaytieeldr]

So sorry to hear about your problems at SSR (especially since we are going there in 4 day ) but we had the same type of issue at POP in May. We were there waiting online for airline checkin when I bus came in, I walked up and told them that we were supposed to be on that bus and they basically said "too bad you just going to miss your flight."

Since we felt it was save to wait a little longer we did finally get to the front of the line (after waiting for 20mins for one family who had a night flight also) and were told that they can't take our bags

I went in and talked to the manager and found out that airline checkin is seperate company from ME

So we ended up having to grab the next bus and taking our luggage ourselves. We did make our flight but IF I ever use airline check in again I'll would assume I need to be there several hours before my bus otherwise just ignore it and deal with it at the airport.

Resort Airline Check-in (what you’re calling Remote Airline Check-in), more commonly known as RAC, IS a separate company from Magical Express:
- EVERY Guest flying in to MCO and staying in a Disney resort can use Magical Express to get to their resort, and to have their luggage delivered directly to their room.
- EVERY Guest checking out of a Disney resort and flying out of MCO can use Magical Express to get back to the airport
- Every Guest checking out of a Disney resort and flying out of MCO on a participating airline can check in for their flight at their resort and check their luggage through to their home airport, with certain time restrictions:
. . . The RAC counter is open from 5 AM to 1:30 PM
. . . Passengers can check in three to twelve hours before their flights
This means you don’t HAVE to wait until three hours before your flight to check in and check your luggage (if eligible). In fact, the earlier the better. At that three hour mark, you’re supposed to be boarding the bus.

Resort Airline Check-in is operated by a company with many years’ experience providing this exact service. The employees are the equivalent of the Skycaps at the airport – they do not work for a specific airline – at the airport they work according to whatever airlines are in the terminal to which they’re assigned; at Disney, compare this to the participating airlines all being in one terminal.

Also, in all honesty, only rarely do I see airport employees – either airline or security – seeking out passengers still in line whose flights are departing shortly. That’s probably due to more aware passengers – we KNOW to allow enough time to get to the airport, through security, and to the gate. It’s OUR responsibility, not that of the service provider (especially when that service is free).

 

[clkelley]

I agree, you should have been trying to get that luggage up front a lot sooner than you did. Personally, I would have been up there at 5:30 am and been on a park bus for breakfast somewhere by 6:30 am, but then that's just me.

Now, having said that, something similar happened to my son at Ft. Wilderness. (Ft. Wilderness mixup and his inexperience combined) He had an 8:30 am flight, so therefore a 5:30 am DME pickup. He went to the front desk the day before and asked for a 4:30 am pickup by the Ft. Wilderness van. At 5:20, the van had not arrived yet. Instead of waking me up, he just sat there and fretted and stewed. He finally found the house phone at the comfort station, and called the front desk. They came right away, and paid for him a taxi to the airport. So the front desk staff CAN do something about it if they choose, but since you were held up in RAC and that is an optional service, that is why they may have declined to do anything.

 

[missmissy]

Quick queston when checking bags at the resort do you have to have everybody in your party with you or can you have one person check in for everybody? Thanks!

 

[kaytieeldr]

Yes, if you're using Resort Airline Checkin, it's JUST like checking in at the airport. All passengers must be present, and all adults must have picture ID.

 

[goofy4tink]

Quick queston when checking bags at the resort do you have to have everybody in your party with you or can you have one person check in for everybody? Thanks!

I'm not so sure anymore. According to Tyler (Chip 'n Dale Express) everyone doesn't have to be there anymore. I did ask him to double check and make sure....also to find out what would be the situation with ID's for everyone. Does one adult check in for everyone but have everyone's ID with him/her when checking in? Not sure. I would plan on having everyone present, with ID's in hand, when using the RAC desk.

Now...as far as the OP's situation goes. It would seem that there is plenty of blame to share here. SSR Bell Services being at the top of my list. They should have had someone sent to the OP's room or else told them it wasn't possible. Then, being told that they would make the bus with no problem..not so good.

SO, my advice would be thus, no matter where you are staying. Call Bell Services way earlier than you need them to be there. I call them at 7 in the morning...they can take my big stuff, I can make do with my little stuff for the rest of the day. Even if your flight isn't until 3:00 in the afternoon, get your checked bags to RAC desk early in the morning. There are much shorter lines, and less room for error. Then, if you are riding DME bus back to the airport, but are running short on time, don't bother with the RAC desk. Just take your bags with you. Do not take the chance of missing your bus. When DME says you are on the 11:00 bus, they mean the bus leaves at 11:00....be there 25 mins beforehand, just to be safe.

So, if I had been the OP, this is how I would have handled the situation, knowing what I know...I'm assuming you had a 2:00 flight if they were picking you up at 11:00. So, based on that assumption...
I would have called Bell Services at 7:00, if they were't there by 7:30, I would have called again. Not there by 8:00, I would have lugged the bags myself. Down to RAC desk (not to be confused with DME..two completely different entities here) by 9:00. Get the bags checked, boarding passes issued for everyone. Should be done by 9:30. Go off, have a good breakfast, relax for a bit. At about 10:30, head to DME bus stop, and wait for the bus. Hop on, go home.
Now, this is all very easy for me to say...I'm pretty conversant in the ways of DME and RAC. The big issue is 1. Bell Services (they need a letter sent complaining of the lack of service) 2. confusion regarding RAC vs DME..this one seems to really confuse most people and understandibly so....the RAC people are wearing DME outfits but they are not truly DME. If you had a towncar booked for your return to MCO, you could still use RAC for your bag checking and boarding pass issue...you do NOT have to be on the DME bus in order to use RAC, but you do have to be flying on one of those participating airlines.
Hope this helps others out there who may have the same concerns and want to avoid some issues. Any questions? Just ask.

 

[dsnymomof4]

OP - I'm so sorry that your otherwise wonderful trip ended on a sour note. Believe me, I know exactly how you feel. When we stayed at SSR in April, I had a different, but just as frustrating experience checking out that also left me in tears. I wrote a very-detailed 2-page letter explaining exactly what happenned and I received a very nice phone call from a customer service rep apologizing for my experience and offered a free one-night stay for a future trip (which we're using in October!) But, more importantly, she thanked me for bringing it to their attention, because as she put it, if they're not aware of the problems, they cannot take actions to correct and improve their service. So, please let them know of your experience and don't let it ruin your memories of what was otherwise a great trip!

 

[Twingle]

Yes, if you're using Resort Airline Checkin, it's JUST like checking in at the airport. All passengers must be present, and all adults must have picture ID.

No, they don't. My DH and I just returned on 8/17 from a stay at the Grand Floridian, and he was able to check me in, he just had my id with him.

We were at SSR in June, and my DH was able to check in myself, as well as our three children, again, he had my id with him.

To the OP, I am so sorry that your trip ended this way, but I'm glad everyone (and your luggage!) was able to get home safetly. I agree that you should write a letter regarding Bell Services, because that was a customer service issue.

 

[kaytieeldr]

Thank you for correcting me and confirming what goofy4tink wrote, Twingle (she had to be right about something, even if it's not Boston-area DISmeet scheduling... )

 

[goofy4tink]

Thank you for correcting me and confirming what goofy4tink wrote, Twingle (she had to be right about something, even if it's not Boston-area DISmeet scheduling... )

Bad Ronda, bad Ronda......That date was set by a general concensus.....it just didn't turn out your way!

 

[Chip 'n Dale Express]

OH MY, there are so many wrong things that happened.

The bus that left at 10:45... I'd be willing to bet that it was the 10:30 bus. Those RAC people have no clue what bus it really was. Having driven for DME, there's no way the 11:00 bus left at 10:45... very highly unlikely. The 11:00 bus was probably just around the corner. There was no reason for them to panic you like that.

Even if it WAS the 11:00 bus, they should have called DME.

And then the taxi... Was it a gypsy cab, or a "Checker Cab" operated by Mears? If so, oh my... that $40 surcharge is a load of manure. However, if you paid $68 to get to the airport, that's not too much more than it really should have been. I hope you saved your receipt. If it was Checker Cab (Mears), they should be notified immedietly of this "surcharge"... I'm sure Edd will correct me if I'm mistaken, but that charge is bogus.


Please don't think your experience was typical... mostly because it didn't involve DME at all. The RAC desk is operated by an outside company.

My advise would be next time, now that you know they're not Disney, head inside to the Lobby Concierge desk, or the Bell Stand, and speak with one of those cast members. They can better help you.

Wso we wait the family in front of us checks in and its 10:45 I look over at the bus to the air port and shes closing the doors and getting ready to leave, I called over to the CM to say um hello Im on that buss is it going to leave with out me???

They say no! So I wait and litterally seconds later it drives off, Now completely freaking out I wait my turn to get up to the desk, ( just finding out now that the 2 families checking in before me there flights werent until 8:30 that night, mine was at 1:30) So now im really really

Finally I got up to th e window and give them my magiacl express paper, and I say so was that the 11 oclock bus that just left? because I was supposed to be on it!! They act like theyve never seen me before and start saying things like oh well you missed it, they are on a tight schedule and have to leave 10mins before 11, you should have been here at least an hour before you pickup time, blab blab blab I couldnt believe it. So i was like been here since 10:15 and get into everything that jut happed, I said I told you i was on that bus 2 times while you were checking in families before me that werent leaving until tonight!! And now your telling me ive missed my bus to the air port and theres nothing you can do for me, not only that but they had no idea whne the next bus would be there. So i said okay what are my options can you shuttle me to the air port in a cab? They say no well have to wait for the next bus and "hope" they have room for us on it, other than that theres nothing they could do and I was most likely going to miss my flight. So now im in complete tear and go to DH and tell him whats going on, he freaks and gos to them and they tell him the same thing. theres nothing they will do for us. So DH is so mad now we see a taxi driver and ask if he can get us to the airport on time, he says yes but it wil cost us an extra $40 because of some other client he has to call a new cab for. any way we pay it (about $68) We made it to the air port but, needless to say we will never use magical express again.