I do not like Magical Express!

[luvwdw]

We just got home last night and only 1 out of our 5 suitcases made it to our destination. We followed all of ME rules: we checked in 3hr 45 min before our flight. They gave us our boarding passes. We caught a bus approx. 45 minutes later to the airport. It was a Mears motor coach, not a ME bus. The driver kept making comments on how gratuity was not included since it was not a ME bus. At the resort, they told us to take this bus because another would not be coming in time for our flight. When we got home and only 1 bag had made it, the airline said ME never delivered the other bags until after our flight had taken off. When I called ME, I was told they aren't disney employees, so it is not Disney's problem and I should try to figure out which contractor dropped the ball. I was also told that the goverment causes this problem since they "demand" that the bags be screened and transported in a certain way. Whatever. I asked for a supervisor who was very nice. She investigated and called me back late last night to tell me what happened. CSR never sent our 4 bags until after our flight had left. For some reason, they forgot about them. By then, it was too late for our airline to get them to our destination. She said while the resort checkin people are not Disney employees, they do represent Disney and reflect on the company. She was able to find my 4 bags (and our friends 5 bags who had the same thing happen) and assured me they were in a secure area and they will be sent first thing today. (of course, they haven't shown up yet!)
Needless to say, I will not be using ME or resort airline checkin again! But other than that, our trip was fantastic!

 

[I'mNoPrince]

ME only covers the Luggage on the trip down.

On the return trip you either take your luggage with you onto the bus or

Check-it with Bags that does your boarding pass for participating airlines.

This no way excuses what happened when someone dropped the ball on your bags but is the reason it's so much harder to track them when something goes wrong as it did to you.

 

[MidgeD79]

I just returned from a Dec 7-9 trip and Magic Express DOES do departures from your WDW hotel. It's new and is suppossed to save time. ME takes your bags that you or a bellhop bring from your room to the looby. They print your boarding pass and take your luggage to the airport. It's great when the computers don't break down. I have a thread I posted about the ME departure experience.

 

[I'mNoPrince]

I just returned from a Dec 7-9 trip and Magic Express DOES do departures from your WDW hotel. It's new and is suppossed to save time. ME takes your bags that you or a bellhop bring from your room to the looby. They print your boarding pass and take your luggage to the airport. It's great when the computers don't break down. I have a thread I posted about the ME departure experience.

I totally understand what you are having done . But It Is NOT ME it's a company called Bags that does it thats why you don't get the yellow tracking tags because it's not tracked like the ME arrival part thats done through ME.

They are basically a contractor working as a vendor for the Airlines. You don't even need to be using ME to have them do this service for you.

 

[seashoreCM]

it is possible for your Magical Express bus to be (1) a Disney Cruise Lines bus, (2) a yellow Mears bus, or (3) a plain white bus with Mears in tiny print on the side.

Although BAGS, Inc. handles the baggage checked at the resort, you receive official airline claim checks and the airline is responsible for delivering the baggage in the same way as baggage checked at the airport. You file an ordinary claim at the airport of final destination.

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

 

[CleveRocks]

There are 2 separate services, Disney's Magical Express and Resort Airline Check-in (RAC). DME is round-trip bus rides and one-way baggage transfer, MCO to resort. RAC is (for people on participating airlines) one-way baggage transfer (resort to airline at MCO) and flight check-in.

The handling of your bags and some of the customer service you received really stinks. But it was lousy service from the RAC line, not the DME line.
You make no mention of your experiences with your arrival leg, so we can assume that everything there went according to plan.

And one thing was odd ... you said your driver mentioned several times that tips weren't included because it wasn't a DME bus, but tips are NEVER included for bus drivers on either leg of the DME rides.

 

[luvwdw]

I have spoken to many people about this issue. BAGS is a contractor who is hired by disney to check in luggage. While they are not Disney per se, they represent Disney during this transaction. I spoke to a luggage manager for Disney who said they are responsible for the bags not being delivered to the airport until after my flight had taken off. It was not the fault of the airline, but Disney, ME or more specifically the contractor that Disney has hired to perform this service. They are representatives of Disney, they wear a Disney name badge and by all accounts this is a service that Disney is touting you to use.

Needless to say, I will not use this service again. And it is now 850 pm on the day after I got home and my bags are still not here.

 

[luvwdw]

Regarding tips-- on my Disney ME paperwork that was included in my package, it specifically says that gratiuties are included in the service. It is not in the pack that contains the voucher, but in the travel documents regarding my entire trip.

CleveRocks- you asked about my leg to the hotel. Again, I would not use the service. It was a very long wait at the airport for a bus and my bags were not in my room within the time frame I was quoted in my travel documents. Overall, I felt the service was lousy and not up to Disney standards and I would not use again.

 

[luvwdw]

One more thing... If Disney is not providing this service, how come the Disney luggage manager was able to pull up all transactions regarding my bags. She was able to tell me the time we checked them at the resort, the time they left the resort and the time they were handed over to my airline. If this was not a Disney service, she really shouldn't have access to all of this information. And yes, the person I spoke to 3 times last night was a Disney employee, not an employee of the contracted company. I specifically asked.

 

[CleveRocks]

One more thing... If Disney is not providing this service, how come the Disney luggage manager was able to pull up all transactions regarding my bags. She was able to tell me the time we checked them at the resort, the time they left the resort and the time they were handed over to my airline. If this was not a Disney service, she really shouldn't have access to all of this information. And yes, the person I spoke to 3 times last night was a Disney employee, not an employee of the contracted company. I specifically asked.

Disney is overall in-charge of everything, but they subcontract out many of the individual tasks. I think it's very wise of them to be able to know what's going on even if they are not the ones getting their hands dirty, so to speak. It IS a Disney operation.

If you are the contractor building a house, you will likely subcontract out the plumbing, electrical, painting, carpeting, etc., all to different subcontractors. But if your house buyer has a question or problem regarding the electrical work, they will go to YOU, not to the for-hire electrician, and as the contractor you better darn well know what's going on.

Disney subcontracts out many individual tasks, but DIsney knows that Disney is responsible for all of it.

 

[CleveRocks]

Regarding tips-- on my Disney ME paperwork that was included in my package, it specifically says that gratiuties are included in the service. It is not in the pack that contains the voucher, but in the travel documents regarding my entire trip.

You read this information incorrectly.

The only mention of gratuities is that the gratutity for in-bound bell service luggage assistance is covered. There is no other mention of ANY other tips being covered.

You simply read incorrectly, or made an incorrect assumption. Please correct me if I'm wrong. I have all of my WDTC and DME information right here in front of me, every piece of correspondence they sent me for each of my two trips, so please refer me to the document where it "specifically" (as you put it) says that all gratuites are included. I can accept being wrong, I just don't think it's going to be here and now about this subject. Don't worry -- my wife will find something else I did wrong any minute now, and like always, she'll be right.

I know for a fact that it doesn't jump out and tell you that bus driver gratuitites aren't included, but it also never specifically states that all gratuities are included. Besides the bus drivers (if they handle any of your bags), you should also tip the Bell Services CM for picking up your luggage at your room, if you used that service, because that also is NOT included.

 

[luvwdw]

You are wrong. I think I know how to read. I am looking at my materials and it clearly states that gratuities are included, not just for bell service. I must have different paperwork than you do.
Thank you for your responses.

I understand that disney subcontracts this service, I clearly stated that. I just feel that Disney is ultimately responsible, just like the builder who you hire to build your house. The reason I am a little upset is that a Disney provided service (yes disney provides it, even though they contract it out) failded to meet expectations and those expectations were not unreasonable. Just get my bags to the airport in a timely fashion to make my flight.

Thank you everyone for your responses. I just wanted to pass on my ME experience as I STILL wait for my luggage to arrive at my home.

 

[kaytieeldr]

I just returned from a Dec 7-9 trip and Magic Express DOES do departures from your WDW hotel. It's new and is suppossed to save time. ME takes your bags that you or a bellhop bring from your room to the looby.

On the way TO Walt Disney World, Disney's Magical Express and a company called, I think, ASIGS transport, respectively, Guests and their luggage to the various resorts.
On the return trip, Disney's Magical Express transports any and all eligible and interested (aka pre-reserved) GUESTS from the resorts to the airport. Separately from that transportation service, BAGS, Inc. is able to check in at the resort Guests departing on participating airlines for their flights AND can transport those Guests' bags from the resort to the airport and then on through to those Guests' destination airports (at least, usually - as the OP in this thread can attest, sometimes even that doesn't work). Magical Express only "takes" luggage that is brought TO THE BUS by the departing Guests.

Regarding tips-- on my Disney ME paperwork that was included in my package, it specifically says that gratiuties are included in the service. It is not in the pack that contains the voucher, but in the travel documents regarding my entire trip.

If you still have that paperwork and can check it again, it should indicate that the tip for your luggage to be delivered to your room is covered by Disney, not any other tip involved with your or your luggage's transport. On the other hand, the Mears driver should NOT have been soliciting tips. While it's standard, nay, expected - that one tips for luggage handling, if you have no luggage stowed under the bus, a tip is ENTIRELY at the discretion of the passenger with DME.

Needless to say, I will not use this service again. And it is now 850 pm on the day after I got home and my bags are still not here.

Uh, yeah, you might have a problem. Were you told your luggage would be delivered to your home, or to your home airport? When the airline is responsible for misdirected luggage, they do have to deliver it to you. Since Disney('s subcontractor) is responsible, was it made clear to you how your luggage would GET to you?

I can accept being wrong, I just don't think it's going to be here and now about this subject. Don't worry -- my wife will find something else I did wrong any minute now, and like always, she'll be right.

Well, she was right when she married you, wasn't she? So why would she be anything but right now (disclaimer: I am not Eric's wife, and in fact have never actually met him or his family)

 

[luvwdw]

As I said, I understand it is a contacted company. The perception is that it is ME and Disney. The perception is Disney is responsible since this is a Disney provided service. Plus, they were wearing Disney name badges. Maybe Disney should have them wear another type of badge or costume so they stand out as not being Disney employees.

As far as my bags go, unfortunately I am the last stop for the delivery service who will be bring our bags from airport. So whenever they get them, it will then take time to get them to us at our home.

All of this could have been avoided had the bags actually made it to the airport before our flight left. We are starting to plan our 5/07 trip and will be renting a car and checking our bags at the airport.

 

[Lewisc]

I spoke to a CM at the RAC desk in CSR in October. He said MCO/some airlines couldn't handle getting the number of bags that Disney/RAC/DME was delivering to the airport hours before the flight time. He said they were holding some of the bags at CSR until closer to flight time. It sounds like your bag got put in the wrong pile. Guests check their luggage up to 12 hours before their flight time.

Given the number of passengers that use DME I'm surprised how few problems we read about. Disney should have taken care of the problem without giving you the runaround.

 

[CleveRocks]

The perception is that it is ME and Disney. The perception is Disney is responsible since this is a Disney provided service.

I couldn't agree with you more. Disney is the boss, they have the ultimate responsibility.

Hope you get your bags back safe and sound.

 

[kristinanderic]

I don't want to cause a stir...but anytime anyone posts anything about disney and *gasp* something going wrong....everyone seems quick to point out things that the poster did wrong.

Another thing....having your luggage not make your flight is not that uncommon. My neice returned from Germany a few months ago and her luggage didn't arrive home with her, but was delivered to her house a few days later. It litterally could happen anywhere, even if you check it in yourself at the airport (like my neice did). We are all human, humans make errors....no one...and I repeat NO ONE is perfect.

 

[Edd]

I don't think that is true. I usually jump at the chance to say something if I feel the poster stretched the story. I will be the first to admit it is hard to find Disney making mistakes. I think I have seen some Disney mistakes and openly express my opinion about them.

Than again I find that some posters express things I don't agree with in their writings. Sometimes customers are not always right even though they are customers. I do let a poster know when I think they are wrong.

 

[kaytieeldr]

As I said, I understand it is a contacted company. The perception is that it is ME and Disney. The perception is Disney is responsible since this is a Disney provided service. Plus, they were wearing Disney name badges. Maybe Disney should have them wear another type of badge or costume so they stand out as not being Disney employees.

As far as my bags go, unfortunately I am the last stop for the delivery service who will be bring our bags from airport. So whenever they get them, it will then take time to get them to us at our home.

All of this could have been avoided had the bags actually made it to the airport before our flight left.

Absolutely. The subcontractor, and therefore Disney DID err in this case. As for identifying "them", it's not necessary. As several people have pointed out, while BAGS is the subcontractor, Disney is the contractor and therefore ultimately responsible for this screw-up.

Another thing....having your luggage not make your flight is not that uncommon.

Very true - but in THIS case, the luggage fiasco was entirely the fault of DME, and not at all of the airline.


HOWEVER, regarding the tipping issue, let's for a minute skip what the DME paperwork says and head over to common sense/common courtesy. Whenever anyone handles your luggage as part of their job - SkyCap, cab driver, bus driver, Bellhop, etc., it is CUSTOMARY to tip per bag. Disney/DME takes care of the tip for DME-transported luggage to the Guest's room - because one of the perks of DME is that the Guest does not need to wait in the room, so likely does not even encounter THIS Cast Member. However, ALL OTHER LUGGAGE HANDLING is at the option of the traveler - you can load/unload your own bags on your home-to-airport transit, or you can let the transportation provider do it; you can check in at the airline counter, or you can check in with the SkyCap and let them handle your luggage; on your departure from the resort, you can bring your own bags to the RAC or for luggage storage, or you can request assistance from the resort's luggage handling department. Do it yourself, no tip. Somebody else does it for you in your presence, TIP.

 

[luvwdw]

I agree that tipping is a common courtesy and even when tips are listed as included, we often tip above and beyond that. Especially for service that is outstanding. However, it is rude to continually state on a 40 min bus ride how tips are not included and appreciated. That is just rude, IMO