Magic Express Question for the Trip Back to Airport

[seashoreCM]

Leaving from another resort and leaving from a park are two completely different step ups in (D)ME features for possible future implementation.

From what I read, the leaving from another resort in months gone by had to be reserved by at least a day in advance as are regular ME homebound departures today. The guest had to manage his baggage although RAC (baggage check in) if the guest qualified could be done at either resort depending on convenience and desk hours.

 

[hamlet35_2000]

I would think that leaving from another resort would be easy to (re)implement (not counting the software). It would depend on whether past experience determined a loss of critical mass at other resorts so their half hour bus headway consistently had lots of empty seats.

From what I read, the leaving from another resort in months gone by had to be reserved by at least a day in advance as are regular ME homebound departures today. The guest had to manage his baggage although RAC (baggage check in) if the guest qualified could be done at either resort depending on convenience and desk hours.

You would think it would be easy--it's not....

I agree with your estimation of the situation 100%. This should be a fairly simple thing to arrrange and I am calling a month out from the trip so you would think that something like this could be arranged over a month in advance. It can't. Well, it can...but you have to do a lot of complaining and I guess just need to get to the correct person on the phone. To me its sort of like saying to me, yes we know it's a simple thing to do, but it's not done and we are not going to do it. It's also obvious to me that I am not the first one to request this as they have a script written for this that everyone had memorized. If so many guests are requesting something like this, why isn't Disney doing something about it. My guess is like a previous poster--they don't care when you are leaving...they just want to make sure they have your money for the full time while you are there in Orlando, and on the day you are leaving why should they be accomdating in any way. The reason Disney is because in my case I am not even there yet, and still within my time to cancel this trip and go somewhere else. 3,500 will go a long way in New York or Los Angeles. (Now I just have to convince my partner that Disney is not worth it...that will never happen. So Disney here I come! and I am pissed!)

 

[Horace Horsecollar]

My guess is like a previous poster--they don't care when you are leaving...they just want to make sure they have your money for the full time while you are there in Orlando, and on the day you are leaving why should they be accomdating in any way.

Actually, I think Disney is very accommodating on check-out day. They allow you to use Resort Airline Check-in even if you're not using Disney's Magical Express.

Disney's Magical Express is an optional service. It's a shared, high-volume service that's provided to WDW resort guests for no additional charge — and there are some limitations. If the limitations are too... well... limiting, there are other options such as a rental car, taxi, or towncar.

For the fun of it, I just called Disney's Magical Express Guest Services at 866-599-0951 and asked about departing from a resort other than the one I'm staying at. The woman was nice, but said it's not possible. When I politely asked why, she could only say that those are the rules and that's how their reservation system works. I asked about calling 24 hours before departure and changing the pick-up resort then, to which she replied that that's not possible either.

Earlier in this thread I gave some reasons why Disney might have such rules. But I'm not saying that the request to leave from another resort is completely unreasonable. (After all, I considered doing so myself last year.)

I have two upcoming reservations for Disney's Magical Express. In both cases, we have an evening flight home. In both cases, we'll use Resort Airline Check-in in the morning and we'll leave our carry-ons with bell services at our resort. We'll have a nice day at a theme park. We'll return to our resort, retrieve our carry-ons, and take the motorcoach to the airport. So, the system, as designed, is fine for us.

The motorcoach pick-up time will be about three hours before our flight departure. If all goes smoothly on the road and through airport security, we'll have time for a leisurely dinner at the airport. Even if there are delays, we should still have time to grab some fast food to carry onto the flight.

Personally, I would find it too stressful to have an ADR at a WDW signature restaurant such as the California Grill on evening of our departure. I would worry about the unpredictability of how long it would take to be seated and served. I'd rather have a memorable dinner the night before, when it doesn't matter if the dinner takes an extra hour or not.

If anyone wants to be angry about the limitations of Disney's Magical Express, that's his or her right. If someone wants to see the rules as evidence that The Walt Disney Company doesn't deserve his or her vacation dollars, then so be it.

It's a shame that some people might miss out on what could be a great a WDW vacation because of this.

 

[kaytieeldr]

I am going to get alternate transportation back to the airport and use the resort to deliever our luggage. ME cast members were quite rude, and wouldn't let me speak at all or tell them my situation (being on a late flight and wanting to get dinner in before having to leave for the airport). Those CM's already have me in a foul mood about the experience, and I will be sure to let managers at my resort know. I have been to Disney many times in the past and I have never seen such an unwillingness to accomadate special situations.

Well, possibly for one thing, whoever you spoke with - or even DME policies and procedures - consider "wanting to get dinner before having to leave for the airport" a 'special situation'.
And the best way to resolve ANY customer service issue is AT THE TIME. In this case, when you were apparently treated rudely on the phone you should have asked for a Manager THEN. Weeks, or even days, later you're not going to get much in the way of results.

Disney says that they provide this service for free but in the end you are paying for it some way or another. Disney does not provide things for "free" no matter what they say.

In the case of DME, how do you believe Guests who use the service are getting it any way other than free? They/we are not being charged more for our rooms, food, souvenirs, drinks, park tickets or entertainment than Guests who use town cars or cabs or drive from home; in fact, DME users don't have to pay for gasoline, and only 'need' to tip anyone who handles their luggage (aka no mandatory tips as has become seemingly widespread among the town car agencies).

if the experience is not what I feel it should be (rudeness or not listening or interuppting me continuously) I will make sure that someone in the higher echolon of managers knows so that perhaps in the future I can avoid someone else having to deal with these employees

Fine. Just make sure you're addressing your issues with Magical Express managers; resort managers have nothing to do with DME.

And if I don't take ME I can take mears and pay for that from the Grand Floridian

Magical Express is actually operated by Mears, so I believe you would be getting the exact same service.

I was under the impression that since the onset of DME, Mears can't or won't service Disney resorts separately.

I have always had problems with Mears--nearly every trip I took in the past. I haven't gone in about three years, but before that (when I worked in the corporate world and not in education) I would go 2 or three times a year, and I have never enjoyed the Mears experience.

And yet you're still willing to try to arrange for THAT company to pick you up at the Grand Floridian...?

Oh well, I will take my towncar and dinner at the California Grill. (The money for the towncar came directly out of the souviner budget, so that's 100 dollars less to spend on T-Shirts and keyrings)

Your choice.

It's also obvious to me that I am not the first one to request this as they have a script written for this that everyone had memorized. If so many guests are requesting something like this, why isn't Disney doing something about it.

They are doing something. They're saying no.

 

[hamlet35_2000]

Didn't know this was going to be such a big issue. Disney being such a huge company is bound to have problems with certain things, and I have found the thing that bothers me about Disney. I am planning on going and having a great time, but let's be realistic (as some of you on this board are not). Disney is in this for the money...they don't give you anything for free. You are paying for the DME in your room rates and if you choose not to use it Disney comes out ahead. Like other posters have pointed out as well is that Disney makes money from having people on site for a greater number of days. I think DME is a great idea in concept, but my issue comes with being told "no" because those are the rules. The rule doesn't make sense and I am still waiting for an explanation of the rule from one castmemeber instead of just "Disney" speak. I don't see that happening anytime soon. Regardless of what the rule is, I have found my way to deal with it. I have already worked out a towncar (not through Mears, thank you) and will be taking the money out of the budget for souvenirs. This is money that Disney will not be getting from me now, and I am not naive enough to even think that they care about my 100$ that I won't be spending now.

I have discussed the issue with DME managers, and this was all done yesterday. This is not an ongoing thing-still very new problem which I realize that some of the board does not agree with. So be it, I could care less what some people think. But in the issue of fairness, both sides of Disney should be seen. My post could save someone the trouble of dealing with the rudeness of DME cast members. Disney is not always right, and we as guests are not always right, but at the very least we should be listened to and made to feel as if maybe they heard our complaint and are sympatheitic-none of which happend with the DME cast members.

I intend to go to Disney and enjoy myself. My partner is very excited, and I would not ruin it for him, but if it were up to me, I would be on a plane to New York at the end of July and not into the unknown of WDW where you might have a great time or you might run into issues which are handled poorly like this one was by DME. The rudeness and general attitude of not caring by these cast members is what I dealt with, regardless of what others experiences were. Maybe it's not right to critizise WDW on these boards, I don't know. But I have made other arrangements, filed all complaints, and have moved on. Sorry if it upsets anyone that I disagreed with Disney and that is my final 2 cents on the subject of DME.

 

[kaytieeldr]

Disney is in this for the money...they don't give you anything for free. You are paying for the DME in your room rates and if you choose not to use it Disney comes out ahead. Like other posters have pointed out as well is that Disney makes money from having people

Using the Value Resorts as an example: The rates for a standard room in Value season went up $2 per night for 2006. This is in line with the rate of increase in previous years. As another poster pointed out above, given that rates do/did not change in conjunction with the creation or onset of Magical Express, how again is it not free?

I have discussed the issue with DME managers, and this was all done yesterday. This is not an ongoing thing-still very new problem which I realize that some of the board does not agree with.

How can be be 'not ongoing' and 'still very new' if DME used to allow Guests to board the bus at a different resort but no longer permits that?

Maybe it's not right to critizise WDW on these boards

It's fine. But Disney's not wrong in this case. When you were growing up, were you never told "Because I make the rules in my house" as the entire response to an issue? Well, it's Disney's 'house'. They make the rules. This one is particularly reasoanble, and if numerous posters can figure out why Disney has this rule, whether Disney chooses to detail its reasons to the public or not, oh well...

 

[Horace Horsecollar]

Disney is in this for the money...they don't give you anything for free.

Yes. Disney is a business, and Disney's Magical Express produces indirect revenue, even though there's not a direct charge for the service. Here's how Disney makes money with Magical Express:

• Higher REVPAR (Revenue Per Available Room) at Disney resorts, due to higher occupancy levels and less discounting of rooms.
• Higher perceived value of on-site lodging, allowing room rates to increase over time.
• Higher perceived value of WDW vacations, leading to more guests each year.
• More on-site spending for attractions, restaurants, and shopping, because guests without rental cars are a captive audience.
• Less opportunity for guests in accommodations with kitchens to shop at off-site grocery stores, leading to more business at Disney restaurants.

What makes Magical Express so brilliant is that it's optional. Disney didn't build an alligator-filled moat around the property to keep guests on-site, nor does Disney put an "invisible fence" dog collar around guests' necks. Disney doesn't prevent guests from using rental cars, taxis, or towncar services if they prefer not to use Magical Express.

However, guests who choose to use Magical Express are subject to the rules of Magical Express (such as not using it for inbound luggage only, and only departing from the hotel from which the guest checked out that morning).

I think DME is a great idea in concept, but my issue comes with being told "no" because those are the rules. The rule doesn't make sense and I am still waiting for an explanation of the rule from one castmemeber instead of just "Disney" speak. I don't see that happening anytime soon.

I also don't see that happening anytime soon.

I don't expect Disney to say...

"We don't want guests using DME from hotels at which they're not staying, any more than we want guests using pools at other hotels. We want guests to have as many reasons as possible to spend $400-500 per night at hotels like the Grand Floridian, and the convenient location for Magical Express departure is one of those reasons."​

And I don't expect Disney to say...

"When we allowed some guests to leave from another resort we had too many cases of unreasonable guests who insisted that we move their luggage to the other resort. That's an added expense that not part of the Magical Express business plan."​

I also don't expect Disney to say...

"When we developed the specs for our computer programmers to program the various computer systems that Magical Express uses, those specs assumed that guests would depart from the hotel from which they checked out. Our systems analysts now tell us it would cost $100,000 and take 18 months to add the new functionality that very few guests have asked for. There's a manual work-around, but it really messes things up."​

Okay. I made up those explanations. They're fiction — but there might be some truth in each of them.

Companies don't have to justify business decisions. Sometimes the right answer is, "that's how this service works; we hope you like it."

I'm not trying to attack hamlet35_2000. I hope I've provided good ideas, such as suggesting that hamlet35_2000 should take into account the unpredictable length time between an ADR for a signature restaurant and the time that the meal is complete and the check is paid. It seems hamlet35_2000 has a plan to deal with the rules of Magical Express, but isn't happy with those rules.

I wish hamlet35_2000 a great WDW vacation.

 

[CleveRocks]

My post could save someone the trouble of dealing with the rudeness of DME cast members.

Which is one of the great things about DISboards. We can give help, we can get help, and we can just sit back and enjoy, too.

I intend to go to Disney and enjoy myself. My partner is very excited, and I would not ruin it for him, but if it were up to me, I would be on a plane to New York at the end of July and not into the unknown of WDW where you might have a great time or you might run into issues which are handled poorly like this one was by DME. The rudeness and general attitude of not caring by these cast members is what I dealt with, regardless of what others experiences were.

You're complaining about rudeness and uncaring at WDW and say you'd have nicer and more caring people serving you in New York City??? Do you work for the NYC Convention and Visitors Bureau or something??? Have you ever been to NYC? Especially in the heat of summer when many of the people there are peeved they're not in the Hamptons or the Jersey Shore like their more successful friends and neighbors???!!!

Everyone's entitled to their opinion, and I love NYC. Growing up a Philly boy with NYC relatives, I've been in NYC more than I've been anywhere else other than places I've lived. New Yorkers as kind and caring??? Thank you for making my night! Excuse me, I have to make some phone calls about this one.

Maybe it's not right to critizise WDW on these boards, I don't know. But I have made other arrangements, filed all complaints, and have moved on. Sorry if it upsets anyone that I disagreed with Disney and that is my final 2 cents on the subject of DME.

Respectful disagreement is no problem in my book. If anyone tells you you should not criticize WDW on this board, I'll fight alongside you on that one.

 

[disneykid4ever]

The great thing about America is you have choices. If ME is not going to work for you because it's too restrictive, puts a cramp in your vacation, etc . . . you have the choice to find other means of transportation. Up until ME was introduced, we all had to find our transportation and pay for that. We still have the choice to do that. Magical Express is offered as a "perk", as a way to get your magical vacation off and running from the time you get off the plane; Disney doesn't ask or require that every guest use it. Like anything else in life, you make the decisions and arrangements that best work for you in the framework (or rules) that is (are) established.

 

[seashoreCM]

Another theory:

I actually still think that ME homebound trips can and always could be booked readily for anyone from any resort.

But giving the guest more degrees of freedom increases the probability of disputes e.g.

Pop Century guest brings family and bags to ME area.
CM: "You were supposed to depart from Polynesian"
Guest: "No, I arranged departure from Pop Century"

Also last minute mind changes.