DME Luggage Overcharge at SSR

[MikeJ]

We gave my SIL and her husband a week at Saratoga Springs via DVC. When they did the airline luggage check-in this morning at the resort (on Delta), they were charged $25 for one bag $125 for the other. Neither bag was oversized nor overweight. The hotel staff blamed Delta and said there was nothing they could do. The airline blamed Disney and said there was nothing they could do.

Anyone have any suggestions as to who they should initiate contact with to see about getting the overcharge back? TIA

- Mike

 

[vicki_c]

Here is a phone number I found for BAGS, Inc. That is who runs the Resort Airline Check-in, not Disney or the airline.

Bags at (407) 284-1231

They should be able to explain it if legitimate, or if it was an outright error on the part of the BAGS employee at the RAC desk, should be able to help you get your money back, I would think.

 

[Jestocost]

Whoever is at fault, it's not Disney. The Resort Airline Check-in service is run by a third-party service provider called BAGS. If the charge is on a credit card they could dispute it with the credit card company while they work with both BAGS and the airline to try to resolve the issue.

 

[DebbieB]

We gave my SIL and her husband a week at Saratoga Springs via DVC. When they did the airline luggage check-in this morning at the resort (on Delta), they were charged $25 for one bag $125 for the other. Neither bag was oversized nor overweight. The hotel staff blamed Delta and said there was nothing they could do. The airline blamed Disney and said there was nothing they could do.

Anyone have any suggestions as to who they should initiate contact with to see about getting the overcharge back? TIA

- Mike

They could have marked it as overweight. A second bag is $35, then the overweight charge for 51-70 pounds is $90. They needed a better explanation on the spot because how do you prove now that it was not overweight? Either that or they counted it as a third bag, which is $125. Did they have 2 bags total for the 2 of them? Then it should have been counted as a first bag for the second person. They really needed a better explanation on the spot or asked for a manager. Or asked for a detailed receipt.

http://www.delta.com/traveling_checkin/baggage/excess_baggage/index.jsp

 

[ncc1701]

The $25.00 for the 1st bag sounds ok (I don't fly Delta but that was the same as our USAir charge per bag). They should question the $125.00 charge for the 2nd bag since there are 2 travelers. We were charged $50.00 in total for the 2 of us.(we each had 1bag).

 

[Horace Horsecollar]

Anyone have any suggestions as to who they should initiate contact with to see about getting the overcharge back?

I agree that calling Baggage Airline Guest Services (BAGS) at 407-284-1231 would be a good place to start.

For passengers who are required to pay bag fees and whose bags are within the weight and size limits, Delta charges $25 for first bag, $35 for the second bag, and $125 for the third bag, per passenger. It seems as if the Resort Airline Check-in agent might have somehow charged one of the bags as a "third bag."

Whoever is at fault, it's not Disney. The Resort Airline Check-in service is run by a third-party service provider called BAGS. If the charge is on a credit card they could dispute it with the credit card company while they work with both BAGS and the airline to try to resolve the issue.

I would not let Disney off the hook that easily.

Resort Airline Check-in is a Disney service provided to Disney guests at Disney resorts. Disney has outsourced the operation of the service to BAGS, a company that has the appropriate experience, software, and relationships with airlines. But, ultimately, Disney needs to take responsibility if there are issues.

If BAGS does not quickly provide a satisfactory resolution (either a refund or a legitimate explanation of why the fee was correct), I would recommend that the OP should look to Disney. It probably won't need to come to this, but contacting the office of the General Manager of SSR should get the right Disney person involved.

 

[CPT Tripss]

I agree that calling Baggage Airline Guest Services (BAGS) at 407-284-1231 would be a good place to start.

For passengers who are required to pay bag fees and whose bags are within weight and size limits, Delta charges $25 for bag, $35 for the second bag, and $125 for the third bag, per passenger. It seems as if the Resort Airline Check-in agent might have somehow charged one of the bags as a "third bag."



to Disney. It probably won't need to come to this, but contacting the office of the General Manager of SSR should get the right Disney person involved.I would not let Disney off the hook that easily.

Resort Airline Check-in is a Disney service provided to Disney guests at Disney resorts. Disney has outsourced the operation the service to BAGS, a company that has the appropriate experience, software, and relationships with airlines. But, ultimately, Disney needs to take responsibility if there are issues.

If BAGS does not quickly provide a satisfactory resolution (either a refund or a legitimate explanation of why the fee was correct), I would recommend that the OP should look

 

[maxiesmom]

I want to suggest that the OP change the title of their thread, as Magical Express has nothing to do with this issue. It is a Bags, ie Resort Airline Check In issue.

 

[gmeh1]

I want to suggest that the OP change the title of their thread, as Magical Express has nothing to do with this issue. It is a Bags, ie Resort Airline Check In issue.

Excellent point and very true.

 

[seashoreCM]

Wonder if it would have been better not to pay the fee and not to check the bags at your resort but rather schlepped them to the bus and into the airport yourself.

 

[Lewisc]

I would not let Disney off the hook that easily.

Resort Airline Check-in is a Disney service provided to Disney guests at Disney resorts. Disney has outsourced the operation of the service to BAGS, a company that has the appropriate experience, software, and relationships with airlines. But, ultimately, Disney needs to take responsibility if there are issues.

If BAGS does not quickly provide a satisfactory resolution (either a refund or a legitimate explanation of why the fee was correct), I would recommend that the OP should look to Disney. It probably won't need to come to this, but contacting the office of the General Manager of SSR should get the right Disney person involved.

+1 Disney is offering the service. The fact that Disney has decided to use an outside vendor is irrelevant to the guest.

I don't agree with the PP. Disney lists RAC in every DME blurb I've ever seen. Disney uses the term DME as an umbrella name for multiple services which includes bus transportation for the guest. inbound luggage deliver as well as RAC.

Changing the title to RAC would give the reader more detailed information but the OP isn't wrong.

 

[Horace Horsecollar]

Wonder if it would have been better not to pay the fee and not to check the bags at your resort but rather schlepped them to the bus and into the airport yourself.

A Disney resort guest can use Resort Airline Check-in (remote "curbside check-in" service), or curbside check-in at the airport, or the airline's check-in counter. Of the three, Resort Airline Check-in is far-and-away the most convenient.

In any of these three cases, the passenger would still be responsible for applicable checked baggage fees. For most airlines, the easiest way to pay these fees is online, using the airline's website.

Perhaps it would have been better to pay the fees on the airline's website, but I don't see any advantage if the OP had bypassed RAC and "schlepped [the bags to be checked] to the bus and into the airport."

I'd rather pay a tip to RAC for checking my bags than to the DME driver for handling my bags on the motorcoach. It's great getting off the DME motorcoach and heading straight for the gate (via TSA security, of course), unencumbered by large bags or the need to drag them to the airline's ticket counter.

 

[maxiesmom]

+1 Disney is offering the service. The fact that Disney has decided to use an outside vendor is irrelevant to the guest.

I don't agree with the PP. Disney lists RAC in every DME blurb I've ever seen. Disney uses the term DME as an umbrella name for multiple services which includes bus transportation for the guest. inbound luggage deliver as well as RAC.

Changing the title to RAC would give the reader more detailed information but the OP isn't wrong.

For the sake of clarity I still think the title should be changed. DME is the name of the bus transportation and inbound luggage delivery. RAC is a seperate thing, the act of checking in your bags for the trip home, and one does not have to take advantage of RAC to use DME. They are not intertwined, and I think refering to them as the same thing may confuse someone not used to using either service.

 

[OrangeCountyCommuter]

Wonder if it would have been better not to pay the fee and not to check the bags at your resort but rather schlepped them to the bus and into the airport yourself.

For once I agree with you.....

When they said $125 why did they pay???

This becomes basically impossible to prove now. Especially if the claim is that one of the bags was oversize. (And how big was the bag)

 

[Lewisc]

For once I agree with you.....

When they said $125 why did they pay???

This becomes basically impossible to prove now. Especially if the claim is that one of the bags was oversize. (And how big was the bag)

+1. Sounds like the fee to check a second bag weighing more then 50lbs. They should be able to get back $10 but I'm not sure how you can prove the bag wasn't overweight. They paid the fee. Most of us would have asked why the fee was that much and would have attempted to re-arrange stuff if the bag was overweight.

 

[MikeJ]

My thanks to those people who posted helpful suggestions. I have forwarded the number for BAGS to my SIL for further action. We have little experience with the whole DME process as we almost always rent a car and it was the first solo trip to WDW for them.

 

[maxiesmom]

My thanks to those people who posted helpful suggestions. I have forwarded the number for BAGS to my SIL for further action. We have little experience with the whole DME process as we almost always rent a car and it was the first solo trip to WDW for them.

Please post back and let us know what happens. Hopefully it was an honest mistake, and you get some money back. But I have to ask, are you sure one bag was not overweight? I know I am always worried about that, once I add all my newly purchased goodies to my bags.

 

[Horace Horsecollar]

Please post back and let us know what happens. Hopefully it was an honest mistake, and you get some money back. But I have to ask, are you sure one bag was not overweight? I know I am always worried about that, once I add all my newly purchased goodies to my bags.

I also hope we learn from the OP how the SIL resolved the $125 fee problem.

If I'm interpreting the first post in this thread correctly, there were two passengers traveling together, each with one bag within the size and weight limits. The RAC desk at SSR collected baggage fees consisting of $25 for one bag and $125 for the other. The passengers asked the RAC people (identified in the post as "hotel staff"), but they blamed the airline. (If I have any of this wrong, I hope the OP will correct me.)

The amount is wrong for an overweight charge, so I don't think that was it. Delta's U.S. domestic overweight charges are:

• $90 USD for bags weighing 51-70 lbs.
• $175 USD for bags weighing 71-100 lbs.
• Bags exceeding 100 lbs. are not allowed.

The amount is also wrong for an oversize charge, so I don't think that was it either. Delta's U.S. domestic oversize charges are:

• $175 USD for bags measuring 63–80 inches (161-203 cm) in combined length, width, and height. Some Specialty Items may be exempt from this fee.
• $300 USD for bags measuring 81-115 inches (204-292 cm) in combined length, width, and height. Some Specialty Items may be exempt from this fee.
• Bags larger than 115 inches (292 cm) are not allowed.

The fee for a third bag for one passenger is $125, but the each passenger only had one bag.

 

[Lewisc]

The fee if a passenger checks a second bag is $35. The fee for an overweight bag is $90. That totals $125.

I thought the system "pools" the allowance if multiple passengers are booked under one reservation number. My guess is the BAGS employee thought the system would properly allocate the luggage allowance based on the number of passengers on the reservation.

If I'm right it's going to be hard to get a refund for more then $10.

I also hope we learn from the OP how the SIL resolved the $125 fee problem.

If I'm interpreting the first post in this thread correctly, there were two passengers traveling together, each with one bag within the size and weight limits. The RAC desk at SSR collected baggage fees consisting of $25 for one bag and $125 for the other. The passengers asked the RAC people (identified in the post as "hotel staff"), but they blamed the airline. (If I have any of this wrong, I hope the OP will correct me.)

The amount is wrong for an overweight charge, so I don't think that was it. Delta's U.S. domestic overweight charges are:

• $90 USD for bags weighing 51-70 lbs.
• $175 USD for bags weighing 71-100 lbs.
• Bags exceeding 100 lbs. are not allowed.

The amount is also wrong for an oversize charge, so I don't think that was it either. Delta's U.S. domestic oversize charges are:

• $175 USD for bags measuring 63–80 inches (161-203 cm) in combined length, width, and height. Some Specialty Items may be exempt from this fee.
• $300 USD for bags measuring 81-115 inches (204-292 cm) in combined length, width, and height. Some Specialty Items may be exempt from this fee.
• Bags larger than 115 inches (292 cm) are not allowed.

The fee for a third bag for one passenger is $125, but the each passenger only had one bag.

 

[MikeJ]

Horace,

You have it 100% correct. Once I hear back as to the resolution I will be sure to post it here...

I also hope we learn from the OP how the SIL resolved the $125 fee problem.

If I'm interpreting the first post in this thread correctly, there were two passengers traveling together, each with one bag within the size and weight limits. The RAC desk at SSR collected baggage fees consisting of $25 for one bag and $125 for the other. The passengers asked the RAC people (identified in the post as "hotel staff"), but they blamed the airline. (If I have any of this wrong, I hope the OP will correct me.)

The amount is wrong for an overweight charge, so I don't think that was it. Delta's U.S. domestic overweight charges are:

• $90 USD for bags weighing 51-70 lbs.
• $175 USD for bags weighing 71-100 lbs.
• Bags exceeding 100 lbs. are not allowed.

The amount is also wrong for an oversize charge, so I don't think that was it either. Delta's U.S. domestic oversize charges are:

• $175 USD for bags measuring 63–80 inches (161-203 cm) in combined length, width, and height. Some Specialty Items may be exempt from this fee.
• $300 USD for bags measuring 81-115 inches (204-292 cm) in combined length, width, and height. Some Specialty Items may be exempt from this fee.
• Bags larger than 115 inches (292 cm) are not allowed.

The fee for a third bag for one passenger is $125, but the each passenger only had one bag.