Dme....luggage only.....don't want to ride the bus!!!!!

[goofy4tink]

Assuming you were actually talking to DME supervisors, you were given very poor service by Disney -- and service at odds with Disney's own published "liability for loss or damage," which is supposed to be "consistent with airline baggage policies."

As the last business entity to handle your bags, it was DME's responsibility (not Southwest's responsibility) to deal with the damage claim. And DME should have done so in a way that was superior to how airlines deal with baggage issues, given Disney's supposedly high standards for Guest satisfaction.


As reported by sperkins921, Disney clearly dropped the ball. After all, sperkins921 used DME as published, using both the transportation and luggage components of the service. The very late delivery of the bags to the room (far exceeding the published goal of "within 3 hours of resort check-in") could have been due to the airline not putting the bags on the same flight as the passenger. But DME's failure to take responsibility for the unreasonable damage (and then possibly working things out with Southwest behind the scenes) is a black mark against Disney.

Returning to the scope of this forum topic, this instance demonstrates a possible risk of using DME luggage transfers without using the transportation component. If that had been the case, Disney could have legitimately claimed no responsibility for the damage because the Guest was not a DME passenger.

Have to agree 100%!! This is one reason I always recommend not tagging those checked bags and then not riding the bus. By doing so, you pretty much make the 'contract' null and void. Disney no longer has any responsibility.

 

[sperkins921]

I just want to reiterate, before I leave this thread, that I did in fact use the magical express as it was intended. I boarded the bus at the airport, tagged my luggage that would've been picked up at the airport etc. Considering there was no delay in Baltimore when I left, and we had no connections, I doubt that my luggage would have gone on another plane by accident. Anything is possible, so I guess I should say it's highly unlikely. Seeing that I took the first flight out of Baltimore to Orlando and hit the ground in Orlando at about 845, spent an hour making phone calls shopping etc. and checking last-minute details, I would've gotten on the bus at approximately 10AM. My luggage had an hour head start on me, and it still did not arrive until somewhere between 6 PM and 8 PM. I also would like to reiterate that I asked to speak to a supervisor where appropriate, since someone keeps saying "assuming I was speaking with the supervisor", I would like to clarify that I did speak with multiple supervisors. I also would like to clarify that at no time did I call bell services or the front desk or anything else to try to resolve this. My contacts were always supervisors at the magical express, and supervisors in the luggage handling department at SWA. Normally, we rent a car and thus handle our luggage ourselves. This particular event was only the second time that I have ever used the magical express. The first time that I used it everything went off without a hitch. This time, not so much. I cannot say that the event has left me wanting to use the magical express more frequently. I would also say that I would feel sorry for anyone who Tries to skirt the system by leaving their bags to go through the system but getting property another way. It was bad enough trying to get Disney to own up to the issue when I used the system 100 percent within the rules.

 

[goofy4tink]

I just want to reiterate, before I leave this thread, that I did in fact use the magical express as it was intended. I boarded the bus at the airport, tagged my luggage that would've been picked up at the airport etc. Considering there was no delay in Baltimore when I left, and we had no connections, I doubt that my luggage would have gone on another plane by accident. Anything is possible, so I guess I should say it's highly unlikely. Seeing that I took the first flight out of Baltimore to Orlando and hit the ground in Orlando at about 845, spent an hour making phone calls shopping etc. and checking last-minute details, I would've gotten on the bus at approximately 10AM. My luggage had an hour head start on me, and it still did not arrive until somewhere between 6 PM and 8 PM. I also would like to reiterate that I asked to speak to a supervisor where appropriate, since someone keeps saying "assuming I was speaking with the supervisor", I would like to clarify that I did speak with multiple supervisors. I also would like to clarify that at no time did I call bell services or the front desk or anything else to try to resolve this. My contacts were always supervisors at the magical express, and supervisors in the luggage handling department at SWA. Normally, we rent a car and thus handle our luggage ourselves. This particular event was only the second time that I have ever used the magical express. The first time that I used it everything went off without a hitch. This time, not so much. I cannot say that the event has left me wanting to use the magical express more frequently. I would also say that I would feel sorry for anyone who Tries to skirt the system by leaving their bags to go through the system but getting property another way. It was bad enough trying to get Disney to own up to the issue when I used the system 100 percent within the rules.

I think the vast majority here realize you did all that you could do. I am certainly not questioning you!!
BUT...there are many times the luggage may go on a different plane/flight. Did it, in your case, it could very well have been misdirected!!! The airline could very well have put it on an incorrect flight. There is little other reason for it's being so late getting to you. And in all reality? I would have to assume that the airline mangled your bags...not DME. That seemed like a lot of damage for just picking up a bag and putting it into a cage for delivery to a resort. But...in that case, DME should have covered their behinds and written up some kind of damage report and put it on file as well as notifying the airline.
And that 4 hr period?? If you got to BLT by 11am and checked in, then your bags 'should' have been in the room by 2-3pm. BUT....here's the issue. If DME doesn't deliver your bags to your room until up to 3 hrs after resort checkin, then it makes it pretty hard for the guest to file a report with the airline. And this is why I say that DME should be filing that report, on your behalf. And if I have given DME the number of bags I checked, then if only 2 bags arrive, and are scanned, then I would 'expect' DME to start searching for the third bag!!
The 'perk' of using DME is that you get to your resort, don't have to worry about your bags and can go off to a park!! Well, not sure I want to do that now....what happens if a bag is missing or damaged?? Not to mention that quite possibly the time alloted for filing a claim has now come and gone. Might be better to leave bags untagged and just get them ourselves rather than letting DME take care of them for us.
It's very disheartening to hear reports like this.

 

[Horace Horsecollar]

Considering there was no delay in Baltimore when I left, and we had no connections, I doubt that my luggage would have gone on another plane by accident. Anything is possible, so I guess I should say it's highly unlikely.

Unless someone at Southwest or in the DME process "fesses up" to causing the damage and delay, none of us will ever know where and when the damage and delay occurred.

I can imagine a scenario where a passenger's bags fall off a baggage trolley at the passenger's home airport, putting them in harm's way of damage from another vehicle or other equipment; the damaged bags are eventually put back into the process but wind up on a later flight. I'm not saying this is what happened here. There are many other possibilities, but it's very possible the damage and delay are somehow related.

It's also possible the bag reached bell services at your resort in timely banner, but somehow sat around in a baggage room most of the day before being taken to your room. That seems less likely to me, but it's possible too.

I also would like to reiterate that I asked to speak to a supervisor where appropriate, since someone keeps saying "assuming I was speaking with the supervisor", I would like to clarify that I did speak with multiple supervisors.

That was me.

Walt Disney World has a culture of Cast Members giving decisive, seemingly definitive answers to questions -- even if they don't know the real answer. (For example, much of the early confusion about "participating airlines" was caused by misinformation from non-DME Disney Cast Members who told Guests that the list applied to inbound baggage transfers.) Combine that with Guests who don't always know whom to ask and there's a real possibility that someone who talked to "ME" or "Disney" could have talked to the wrong Cast Member and been given bad information.

Thank you for clarifying that you escalated up a chain of DME supervisors.

I remain surprised and puzzled that the DME supervisors did not handle the situation consistently with DME's published policy, using common sense and the principles of Disney-quality Guest service. However, I'm not accusing you of handling the situation wrong.

 

[seashoreCM]

I would like to speak on the damaged bag aspect of this. Yes, I did use DME, and yes, I did actually RIDE DME. This occurred last December, the 15th to be exact. I flew in to MCO as usual, and was using my DVC at BLT. Flight was earlier in the day- landed and on park property by 11. Bags however, were not delivered until we had left for dinner between 6 and 8pm. We were in and out of the room before that, and came back to drop off our leftovers before heading over to the MK. Two of our four bags were decimated. And when I say decimated, I mean decimated: handles ripped off, wheels ripped off, bags ripped open etc. These were Delsey bags, so not necessarily cheap bags FWIW.

The problem? ME said the problem was the airline. The airline (SWA) said we had to have filed our claim within 4 hours to be valid (meaning by about 4pm give or take) and we didn't even HAVE our bags to know they were damaged by then. When I explained I had used ME, they clammed up and said it was on me to talk to ME. ME bounced me back to SWA. The department that would escalate it was closed on a weekend (Dec 15 was a Saturday), and come Monday, did not want to touch the matter because they felt that I had waited all weekend and basically should have reported it by 4pm on Saturday. It was not until Tuesday (different rep) that I FINALLY got someone at SWA to help me file a claim for bag damage. I will say that it was NOT an easy process and involved flying home with my bags wrapped in plastic bags after 2 trips to MCO while on vacation and a return trip to BWI after getting home, but we eventually did get new bags out of the process, and will also say that Disney completely utterly flat out refused to help at any step of the way.

YMMV

You mean that Disney sent you back to the airport via Magical Express twice to resolve the baggage issue, making it 3 DME round trips when you add in your arrival and going home?

Did anyone at Disney tell you something similar to, "if you were concerned about your bags you would not have used the yellow tags and gotten the bags from the carousel yourself"? Think of the groundswell of people bringing their bags to the bus if they all heard about that.

Anyone want to guess that for those guests intercepted by the roving welcoming CM and sent to the bus without going to the welcoming counter, the CMs don't count bags or file baggage claims and just wait and see if the guest reports something missing later at his resort?

The devil's advocate asks, what would have happened if you had not used the yellow tags, had gone to the carousel immediately, and had found the damaged bags yourself. Would the airline have gotten things resolved more quickly? Anyone want to guess that Disney would take care of the situation but only after you had exhausted all other avenues?

 

[spiritsim]

Ok I admit I have not read all the way through this post could some one just tell me is Delta a precipitating airlines? thanks much

 

[siskaren]

Read the first post of this thread:

http://www.disboards.com/showthread.php?t=944813

 

[seashoreCM]

Ok I admit I have not read all the way through this post could some one just tell me is Delta a precipitating airlines? thanks much

Automagical delivery of baggage from airplane at MCO to your resort room is available to all Magical Express guests (those riding the DME bus) regardless of airline.

Yes, Delta is an airline participating in Resort Airline Check-in of baggage at your resort when (sadly*) going home.

* Tears not mandatory for using RAC. Airplane not mandatory for using DME. Mickey will still be saying, "See ya' real soon."

You would not want to be riding a precipitating airplane, such as the Valujet one that fell into the Florida Everglades some years back.

 

[IheartAriel]

We had signed up to use DME but have now realized that we need to rent a car. I've scoured the DME site for a place to cancel our reservation but have come up empty.

I'm guessing that it wouldn't be a big deal if I didn't tag the luggage or check in at the DME desk but I thought I would be courteous and at least let them know we weren't coming. Anyone else ever done this?

TIA

 

[seashoreCM]

We had signed up to use DME but have now realized that we need to rent a car. I've scoured the DME site for a place to cancel our reservation but have come up empty.

I'm guessing that it wouldn't be a big deal if I didn't tag the luggage or check in at the DME desk but I thought I would be courteous and at least let them know we weren't coming. Anyone else ever done this?

Yes it is always courteous to cancel reservations that you won't use. Although Magical Express reservations to the resorts are primarily for statistical and planning purposes, each bona fide cancellation allows the planning calculations to be fine tuned better.

But if there is any chance (if the probability is greater than zero) you will be using the DME reservation, you should not cancel it.

Use the toll free number. It's not worth using up significant numbers of anytime minutes (or long distance charges if a land line) on hold to perform the cancellation.

 

[goofy4tink]

Really no need to call and cancel it. I just received my packet for my BWV stay in 4 weeks. But, I'm only using it to get back to MCO...but they still sent me luggage tags. I'm not calling to make sure they realize I'm not using it upon arrival. They truly don't care.

 

[picktails]

Very thankful to goofy4tink and all others who have contributed so helpfully to this thread for 5 years!
My family has used MDE many times but we are renting a car for the first time this November. Having the opinions and experiences of others here as well as actual scenarios regarding "luggage only" transport (against policy, I know,) has me leaning toward risking it.
I will be sure to report back with our experience.

 

[maxiesmom]

Very thankful to goofy4tink and all others who have contributed so helpfully to this thread for 5 years!
My family has used MDE many times but we are renting a car for the first time this November. Having the opinions and experiences of others here as well as actual scenarios regarding "luggage only" transport (against policy, I know,) has me leaning toward risking it.
I will be sure to report back with our experience.

Please don't. Part of the rules of the Dis is not posting ways to get around Disney policy.

 

[picktails]

I have not posted anything specific regarding "ways to get around Disney policy." My post specifically refers to opinions and experiences expressed in this thread previously, and what my thoughts are for a future trip.
Also note that no one here, myself included, is encouraging anyone to do anything. This is all shared information.

 

[maxiesmom]

I have not posted anything specific regarding "ways to get around Disney policy." My post specifically refers to opinions and experiences expressed in this thread previously, and what my thoughts are for a future trip.
Also note that no one here, myself included, is encouraging anyone to do anything. This is all shared information.

I'm not sure anything productive could come out of sharing the information that you went against Disney's rules and got away with it. If that is what you end up doing.

Disney is pretty clear that in their minds you must ride the bus to have them take your luggage. Now if you can get away with not following that rule is another thing. I'm not saying the world will end if you let DME take your bags and you don't ride on a bus. But I do think posting that you did so and got away with is encouraging others to do the same.

 

[cw21726]

But I do think posting that you did so and got away with is encouraging others to do the same.

Ummm...isn't that the whole point of this thread? It's a calculated assumption of risk (not really, your bags will get to your room) and Disney is apparently turning a blind-eye to the rule-breaking ne'er-do-wells that flaunt their wanton disregard for policy and procedures in the pursuit of a luggage-free rental car experience.

 

[picktails]

Well, the anecdotal evidence here seems to suggest otherwise. This thread is active for 5 years, with people sharing their experience. Hence the title of the thread...

 

[asmit4]

rest assured folks- DW is a BUSINESS. They KNOW all the tricks of the trade. If they wanted to stop this from happening they would. Look at the whole drink/cup issue- DW wanted it stopped, so they set up a system to stop it.

If Disney truly cared that much about this 'policy' they would find a way to stop it. They clearly don't care that much.

 

[bumbershoot]

Please don't. Part of the rules of the Dis is not posting ways to get around Disney policy.

This is a sticky thread, allowed by the moderators (moderators are the one that MAKE it a sticky). The powers-that-be at the Dis have decided that this is OK to talk about.

 

[goofy4tink]

Guys....we all know that Disney 'says' you can't book luggage transfer only. No one does that...they book DME, period. There is NO way to book luggage transfer only. Disney is well aware that people are booking DME and not riding the bus, but allowing DME to get their checked bags for resort delivery.
Here's the thing.....Disney has covered their collective behinds by telling us that you can't book luggage transfer only...and they will seldom accept responsibility if a bag goes missing and the guest did not ride the bus! Does it happen often? No. But it has happened. Is is anything I worry about? Nope.
In the big picture? I would rather people did this vs taking all their checked bags to the DME bus with them...that slows down the process for everyone!!!! The only person bothered if a bag goes missing and the guest didn't ride the bus is that person who made the choice not to ride the bus!! It impacts no one else.