Blown off by Magical Express!?!?

[daveyvw]

Has anyone ever heard of the Magical Express just not showing up, with no call/message? We stayed at Old Key West FrI-Tue Oct 23-27 and received the usual envelope letter the day before our departure indicating a 9:30am pick-up. Not only did they not show up, but the bell staff didn't seem to know why either. It took over half an hour before they got us a taxi. I spent most of that time waiting for someone to answer the guest services phone number! Disney is usually so good about communications, this reeks of cost-cutting. This was just one of several disappointing issues during our last visit, I can't help be think this is going to become the norm long after COVID.

bummer!

 

[spiders]

I really don’t think it’s that big of a deal.

They pick you up very early. They got you a cab that more than likely would have beaten the bus there even with a 30 minute delay. They resolved the issue.

 

[Disneyfan754321]

Has anyone ever heard of the Magical Express just not showing up, with no call/message? We stayed at Old Key West FrI-Tue Oct 23-27 and received the usual envelope letter the day before our departure indicating a 9:30am pick-up. Not only did they not show up, but the bell staff didn't seem to know why either. It took over half an hour before they got us a taxi. I spent most of that time waiting for someone to answer the guest services phone number! Disney is usually so good about communications, this reeks of cost-cutting. This was just one of several disappointing issues during our last visit, I can't help be think this is going to become the norm long after COVID.

bummer!

We had a few disappointing issues as well. We had fun but I really wish we had waited.
I'm hoping Disney took care of the cab ride!

 

[shoreward]

Has anyone ever heard of the Magical Express just not showing up, with no call/message? We stayed at Old Key West FrI-Tue Oct 23-27 and received the usual envelope letter the day before our departure indicating a 9:30am pick-up. Not only did they not show up, but the bell staff didn't seem to know why either. It took over half an hour before they got us a taxi. I spent most of that time waiting for someone to answer the guest services phone number! Disney is usually so good about communications, this reeks of cost-cutting. This was just one of several disappointing issues during our last visit, I can't help be think this is going to become the norm long after COVID.

bummer!

FYI, in case you are not aware, the Magical Express service is operated by Mears, not Disney. Ultimately, Disney should be responsible, as it is included as a benefit of staying at a Disney resort. Like Disney, Mears recently laid off a large number of their employees, including drivers.

Your story is not the only one I have recently heard about a bus to MCO not making a scheduled pickup. I’m glad that they ultimately got you to the airport, safe and sound.

 

[sam_gordon]

Has anyone ever heard of the Magical Express just not showing up, with no call/message? We stayed at Old Key West FrI-Tue Oct 23-27 and received the usual envelope letter the day before our departure indicating a 9:30am pick-up. Not only did they not show up, but the bell staff didn't seem to know why either. It took over half an hour before they got us a taxi. I spent most of that time waiting for someone to answer the guest services phone number! Disney is usually so good about communications, this reeks of cost-cutting. This was just one of several disappointing issues during our last visit, I can't help be think this is going to become the norm long after COVID.

bummer!

I thought the appropriate course of action if your bus doesn't show up would be to go to the front desk. One benefit of DME picking up so early is there is time to get things corrected if there is a problem.

And personally I don't like the excuse that DME is operated by Mears, not Disney. Disney hires Mears, all the bookings go through Disney, Disney markets the service, so as far as the guest is concerned DISNEY is responsible.

 

[daveyvw]

I really don’t think it’s that big of a deal.

They pick you up very early. They got you a cab that more than likely would have beaten the bus there even with a 30 minute delay. They resolved the issue.

 

[daveyvw]

I really don’t think it’s that big of a deal.

They pick you up very early. They got you a cab that more than likely would have beaten the bus there even with a 30 minute delay. They resolved the issue.

If we were talking about a Holiday Inn, then I would agree. But the entire value proposition of Disney resorts is the experience. The 3-hour lead-time they require already takes at least an hour away, so couple that with the additional 45 minutes without any communication from Disney, and that's 2 hours we could have been swimming, golfing or just relaxing.

 

[Brett Wyman]

Reduced staff issues Im sure. They are doing the best with the amount of staff they have.

 

[spiders]

If we were talking about a Holiday Inn, then I would agree. But the entire value proposition of Disney resorts is the experience. The 3-hour lead-time they require already takes at least an hour away, so couple that with the additional 45 minutes without any communication from Disney, and that's 2 hours we could have been swimming, golfing or just relaxing.

You were going to lose 3 hours either way if you chose DME. That’s one of the trade offs...public transportation will take longer than private transportation. The additional time waiting for the cab was already part of the time you were going to miss.

 

[rlk]

I really don’t think it’s that big of a deal.

They pick you up very early. They got you a cab that more than likely would have beaten the bus there even with a 30 minute delay. They resolved the issue.

It may not seem like a big deal because they ultimately got to the airport in plenty of time, but the stress of not having the bus show up is real. The op was promised something that was not delivered. That definitely counts as a disappointment in my book.

 

[SteveH]

I think it's one thing if a CM told the OP they were just going to have them take a cab since they were the only passengers. But for DME to not stop and the CMs being clueless about it is the major downfall. Sure mistakes happen, I don't think the OP was asking for somebody to be fired, but in this case Disney dropped the ball and then solved the problem, but the ball was still dropped. I can give the CMs a lot of slack for it, but none the less Disney needs to be on top of the ball if they are going to offer the service. But bottom line is nobody was injured and the OP made it to the airport on time.

 

[Keetchino]

This happened to us back in March, so pre Covid panic and cost cutting. We kept asking about our bus (us and another family) and they just kept saying don’t worry, it’ll be here. Well finally someone called and oops, bus never showed up. We ended up being able to get on the next magical express that came, but It was a bit nerve wracking cause our pickup time was right in the middle of rush hour, where yeah you most certainly need the extra time for traffic..

 

[DVCjj]

As a VERY long time WDW always-on-site visitor, I honestly find that unacceptable. I’m glad last month DH encouraged us (me and adult DD) take a car service during Covid.

Yes, things are not normal and there are layoffs, but Disney is making plenty of money from Disney* etc (I am a stockholder) and maybe they should find a way to move that profit around for truly expected services to other divisions. Like Magical Express/Mears, whomever..

Sorry that happened to you OP

 

[marcyleecorgan]

Ugh how stressful! I am sorry to hear of this.

 

[tobikaye]

Sounds annoying and I would have not been happy with the bus not showing up without some notice being sent to the resort.

... The 3-hour lead-time they require already takes at least an hour away...

This is why I rarely use DME back to the airport, even prior to the current restrictions. It might cost me out of pocket money to get a taxi or car service, but I can determine when I want to head back to the airport. Prior to Covid, I would still just take my luggage and check those with RAC so I did not have to worry about that. The first was the first time I had ever used DME to and from the airport. The second time was only because I had to be there earlier to get my sister's mobility device checked in and she was still nervous about taxis and car services.

Luckily, I have gotten her more used to using her mobility devices with taxis and car services since then. This is better for me as it is better when traveling with her to be dropped off near the airline check-ins than at the DME drop off. Now, I just plan using DME from the airport to WDW. I may even change that if I go back during restrictions where I have to pick up my luggage anyway.

 

[MrsBooch]

Did you reach out to Disney and provide feedback?

 

[spiders]

As a VERY long time WDW always-on-site visitor, I honestly find that unacceptable. I’m glad last month DH encouraged us (me and adult DD) take a car service during Covid.

Yes, things are not normal and there are layoffs, but Disney is making plenty of money from Disney* etc (I am a stockholder) and maybe they should find a way to move that profit around for truly expected services to other divisions. Like Magical Express/Mears, whomever..

Sorry that happened to you OP

Share prices do not reflect profit/loss. For the record, they closed at $118 yesterday. They were around $135–140 if I remember correctly in March.

 

[sam_gordon]

If we were talking about a Holiday Inn, then I would agree. But the entire value proposition of Disney resorts is the experience. The 3-hour lead-time they require already takes at least an hour away, so couple that with the additional 45 minutes without any communication from Disney, and that's 2 hours we could have been swimming, golfing or just relaxing.

Really? Let's say your flight leaves at 4P. Your DME pickup time is assigned at 12:30P. You would have been comfortable getting picked up at 2:30P for a 4P flight, not knowing how long it takes to get through security? You're much braver than I am.

 

[DVCjj]

Share prices do not reflect profit/loss. For the record, they closed at $118 yesterday. They were around $135–140 if I remember correctly in March.

I know that. What I'm saying is I have a vested interest in Disney along many lines and feel there should be a way for the limited amenities that are now offered (understandably) should at least run properly.

 

[JoJoGirl]

This happened to us in February 2018 at the GF. ME bus to the airport never showed up with about a dozen people waiting. When the next ME bus showed up a half an hour later, it was a drop off from the airport. That driver radioed in to let the dispatchers know that our bus never showed. Dispatch had him load us up and take us all directly to the airport.

It was nerve wracking to say the least. We did make it to the airport in time, but then our flight was canceled with nothing available until the next morning. We ended up booking that night at POR (online) and heading BACK to ME for a ride to the resort. From there we had to go to the front desk to arrange our ME transport for the next morning and get our letter printed out, which for whatever reason took almost an hour. I sincerely hope we never have that many ME adventures in one day again, lol!