Magical Express a mess this morning!

[goofy4tink]

OP, I did not read this entire thread, but tried to scan through it to find out the missing part of the story. Did you miss your flight? Did you have to run through the airport?

Did something bad happen....other than some drama? You made it to the airport on time, yes? Or not?

Yes, they had issues that day, but they have contingencies in place for that....it's called extra time. It worked.

I believe the OP did, in fact, get on his flight. BUT...that isn't the issue. Disney tells you what time you need to be picked up in order to get to MCO in plenty of time for your flight. For them to drop the ball the way they did is just wrong....and I don't care if the family still made the flight. THis isn't a case of 'well, it's free, and you made your flight, so what the heck is the big deal'. I do not enjoy ending my vacation with this kind of stress. Yeah, I realize it's a free service, but they should still be held responsible if they drop the ball and make me rush to get to my flight. That's not the service they promised me, that's not the service I booked. I booked a service that would get me to the airport no less than 2 hrs prior to my flight. And that's what I expect to happen...period. I do not need to stand around a bus stop, with my family, hoping a bus comes along soon. I do not need to be worrying about whether or not a bus is even planning on stopping at my particular resort. If I have to wait more than 30 mins, then there is a problem.

 

[kaligal]

Oh goodness! I didn't mean it as a shameful thing at all! More so that Disney should step up and take responsibility / apologize as guests generally pay more to stay on property than elsewhere. Although probably in their minds DME is seen as a free perk versus a money maker...

OK, good.

They totally see it as a money maker. People who don't rent cars will generally not leave the Disney property at all. If they do leave, it won't be often. So, they spend all their vacation money at WDW.

They didn't do it to be nice, lol!

Disney sold you the room and the ME. You pay Disney. If you have an issue, they should be handling it for you and not making who they contract stuff out to YOUR problem.

I totally believe all that.

On the flip side, there are inherent problems with taking the bus...busses showing up early/late or even not at all is part of how busses work. Disney and Mears know this. That's why they have the whole three hour thing, to allow for all that.

If you're going to take any sort of public transportation - busses, planes, trains - its easier to roll with the punches than to wig out about the inevitable.

Hotels, too. They over-book. They walk people (though rarely enough at WDW!). Part of traveling.

But everyone has to choose their own battles.

 

[ocean134]

I had a very similar experience in Dec. '09. We are a very prompt family and are always early. As I am a planner and the vacation organizer, I make certain the troops are awake, ready for breakfast, we check in for our flights and arrive at the ME bus stop early.

On our trip in '09, we were at the bus stop waiting and waiting and waiting. Several ME buses showed up and denied us boarding. They kept telling us that they weren't for our pick up time but our bus would be coming shortly. Well, we waited more and slowly our time to get to the airport was getting slim. I called Disney Transportation to ask where our ME bus was and if it was coming at all. I advised that if we were forgotten we were going to jump in a taxi and send Disney the bill (as we had planned on our ME service and not a taxi fee). The woman on the other end asked me if we arrived to the bus stop late and told me that we missed the bus.

(1) We were at the bus stop 30 mins before our pick-up time. No, we didn't miss the bus; and

(2) Several ME buses came by but denied us.

Disney/Mears sent another bus to come pick us up, and we had to endure two more resort pick-ups before we even headed to the airport. We were running through the airport to get our bags checked, get through security and board the plan.

That was the only time that I ever had a bad experience with the ME. Once was enough. Now, we give ourselves a certain amount of time that we are willing to wait for the ME. If it doesn't show, we will take a taxi. No more stress like that.

It's unfortunate but there are snags to every vacation. It was frustrating but it worked out in the end.

 

[ocean134]

I believe the OP did, in fact, get on his flight. BUT...that isn't the issue. Disney tells you what time you need to be picked up in order to get to MCO in plenty of time for your flight. For them to drop the ball the way they did is just wrong....and I don't care if the family still made the flight. THis isn't a case of 'well, it's free, and you made your flight, so what the heck is the big deal'. I do not enjoy ending my vacation with this kind of stress. Yeah, I realize it's a free service, but they should still be held responsible if they drop the ball and make me rush to get to my flight. That's not the service they promised me, that's not the service I booked. I booked a service that would get me to the airport no less than 2 hrs prior to my flight. And that's what I expect to happen...period. I do not need to stand around a bus stop, with my family, hoping a bus comes along soon. I do not need to be worrying about whether or not a bus is even planning on stopping at my particular resort. If I have to wait more than 30 mins, then there is a problem.

Agreed!

 

[mickey4ever]

We a re leaving to the wonderful place in two weeks. We decided to rent a mini van for a great price for ten days through dollar rental at the airport and it is less headache than taking the magical express. Sometimes the magical express isn't so MAGICAL.

 

[klmall]

We've only used ME a few times but had good experiences. The last time in 2007, even though our return bus was half empty, our driver refused to allow another couple to board earlier than their arranged pick-up. I was sure he was going to head off to another resort for more passengers but we drove straight to MCO.

I'm scheduled to use ME next week so I'll see how it well it works again!

 

[goofy4tink]

I had a very similar experience in Dec. '09. We are a very prompt family and are always early. As I am a planner and the vacation organizer, I make certain the troops are awake, ready for breakfast, we check in for our flights and arrive at the ME bus stop early.

On our trip in '09, we were at the bus stop waiting and waiting and waiting. Several ME buses showed up and denied us boarding. They kept telling us that they weren't for our pick up time but our bus would be coming shortly. Well, we waited more and slowly our time to get to the airport was getting slim. I called Disney Transportation to ask where our ME bus was and if it was coming at all. I advised that if we were forgotten we were going to jump in a taxi and send Disney the bill (as we had planned on our ME service and not a taxi fee). The woman on the other end asked me if we arrived to the bus stop late and told me that we missed the bus.

(1) We were at the bus stop 30 mins before our pick-up time. No, we didn't miss the bus; and

(2) Several ME buses came by but denied us.

Disney/Mears sent another bus to come pick us up, and we had to endure two more resort pick-ups before we even headed to the airport. We were running through the airport to get our bags checked, get through security and board the plan.

That was the only time that I ever had a bad experience with the ME. Once was enough. Now, we give ourselves a certain amount of time that we are willing to wait for the ME. If it doesn't show, we will take a taxi. No more stress like that.

It's unfortunate but there are snags to every vacation. It was frustrating but it worked out in the end.

And having them question us is what would make me so angry...'Oh, did you just miss your bus??' or 'You must have arrived too late.' The thing that bothers me is that I know I get there in plenty of time. I have also checked with drivers who arrived while I was standing there, and been told that same thing..'Oh, your bus is on it's way.'. Now, these buses were dropping guests off, so I'm pretty sure they weren't lying. The buses dropping guests off aren't going to pick up anyone..two different things. But, there was one time I was standing there, 15 mins prior to my appointed pickup time, when a bus came up. The driver got out and looked around for passengers. I asked if he was the 8:20 bus...'Oh no mam...that bus will be along shortly. This is the 7:50 bus...I'm running a bit late.' and back onto the bus he got and drove off. It drives me nuts. Now...that driver had maybe 10 people on the bus...there is no reason he couldn't have allowed me to board the bus. He wasn't going to have a full bus by any means. He had already been to one resort, I was at the second stop, so maybe YC/BC were left.
And my bus??? It came along about 20 mins later..only about 5 mins after I thought it would be there.

 

[vacationclub]

I believe the OP did, in fact, get on his flight. BUT...that isn't the issue. Disney tells you what time you need to be picked up in order to get to MCO in plenty of time for your flight.

And they got the OP there in time.

I For them to drop the ball the way they did is just wrong....and I don't care if the family still made the flight.

If they made the flight, and didn't have any rush through the airport....how did they drop the ball?

This isn't a case of 'well, it's free, and you made your flight, so what the heck is the big deal'.

Actually, that's exactly what it is. They did exactly what they were supposed to do, which is get the OP to the airport for their flight. Instead of getting them there ridiculously early like normal, they ate into their time buffer and got them there closer to a normal, or even a no-time-to-spare arrival, but they still got there on time.......right?

I do not enjoy ending my vacation with this kind of stress.

Soooo.....if there was an accident or a traffic jam or who knows what else that could cause the exact same situation...wouldn't that also cause the exact same stress? Even if Disney had nothing to do with it? Who would be dropping the ball then? Whose forum would there be a complaint on?

Yeah, I realize it's a free service, but they should still be held responsible if they drop the ball and make me rush to get to my flight.

Was there a rush to get to a flight? I tried to look at every post from the OP, and the answer to that question still alludes me. How "late" was the OP? From the description it seems about 50 minutes late from being 2 hours early....so....basically on time.

That's not the service they promised me, that's not the service I booked. I booked a service that would get me to the airport no less than 2 hrs prior to my flight.

You did? DME's main purpose is to get you to the airport 2 hours prior? That's their "promise"? Where is it stated that is their "promise"?

And that's what I expect to happen...period.

Why? You don't believe that the very reason they pick you up very early is because sometimes things happen and they want lots of extra time just in case? You tell Disney your flight time, they do the rest. THEY decide how early to get you, and how to plan for contingencies. The contingencies worked perfectly. Good for Disney! The only problem being complained out in the OP is the mixed....not lack of....but mixed communication. The luggage check in told them they were running late that day. They acknowledged that they knew about the issues. You have a reservation. It has a bar code. They know who has and who has not yet been picked up. They even asked about international travelers and put them in a cab....another sign that there were on top of things.

I do not need to stand around a bus stop, with my family, hoping a bus comes along soon. I do not need to be worrying about whether or not a bus is even planning on stopping at my particular resort. If I have to wait more than 30 mins, then there is a problem.

I agree with both statements. You don't need that stress, and there is a problem. But ultimately it wasn't a problem that caused a problem for YOU, or in this case the OP. It was Disney's problem.....not yours. You or the OP may have had stress because they didn't trust Disney to get you/them there after they weren't there 3 hours early, but that stress turned out to be unjustified, at least according to the story so far. If someone had to run through an airport or missed a flight, I would understand the logic for this thread.

I'm curious, if you had a 2 hour layover, and the first plane was late for (insert a reason here), and that 2 hour layover turned into a 1 hour layover, and you still made your connecting flight with no issues, would you be demanding that hour of your life back that you were "promised"? Just askin'.

 

[seashoreCM]

How 'bout ...

If it is after T-15* you act as if it is your bus and get in line although, of course, not pushing and shoving.

You don't ask, "Is this the 8:20 bus?" but instead just show the driver your vouchers and/or confirmation in the same manner as the previous family in line did.

This eliminates the chance of the driver's giving you incorrect information causing you to be delayed; he will pro-actively check his list.

Now if the driver announces his scheduled bus' time and it is not yours then you hold back. After those in line have boarded you can venture the question, "Do you have extra room?".

Apparently (lots of anecdotal evidence here on The DIS) having to run for your plane is considered acceptable although you can say barely. You can cut down on that possibility by requesting a bus 3-1/2 hours in advance instead of the normal 3. The deadline for this request is morning of the day before your checkout day.

* You were there as everyone on The DIS says, 15 minutes before the time on your confirmation, no?

 

[andyman8]

And they got the OP there in time.


If they made the flight, and didn't have any rush through the airport....how did they drop the ball?




Actually, that's exactly what it is. They did exactly what they were supposed to do, which is get the OP to the airport for their flight. Instead of getting them there ridiculously early like normal, they ate into their time buffer and got them there closer to a normal, or even a no-time-to-spare arrival, but they still got there on time.......right?

Soooo.....if there was an accident or a traffic jam or who knows what else that could cause the exact same situation...wouldn't that also cause the exact same stress? Even if Disney had nothing to do with it? Who would be dropping the ball then? Whose forum would there be a complaint on?


Was there a rush to get to a flight? I tried to look at every post from the OP, and the answer to that question still alludes me. How "late" was the OP? From the description it seems about 50 minutes late from being 2 hours early....so....basically on time.


You did? DME's main purpose is to get you to the airport 2 hours prior? That's their "promise"? Where is it stated that is their "promise"?

Why? You don't believe that the very reason they pick you up very early is because sometimes things happen and they want lots of extra time just in case? You tell Disney your flight time, they do the rest. THEY decide how early to get you, and how to plan for contingencies. The contingencies worked perfectly. Good for Disney! The only problem being complained out in the OP is the mixed....not lack of....but mixed communication. The luggage check in told them they were running late that day. They acknowledged that they knew about the issues. You have a reservation. It has a bar code. They know who has and who has not yet been picked up. They even asked about international travelers and put them in a cab....another sign that there were on top of things.

I agree with both statements. You don't need that stress, and there is a problem. But ultimately it wasn't a problem that caused a problem for YOU, or in this case the OP. It was Disney's problem.....not yours. You or the OP may have had stress because they didn't trust Disney to get you/them there after they weren't there 3 hours early, but that stress turned out to be unjustified, at least according to the story so far. If someone had to run through an airport or missed a flight, I would understand the logic for this thread.

I'm curious, if you had a 2 hour layover, and the first plane was late for (insert a reason here), and that 2 hour layover turned into a 1 hour layover, and you still made your connecting flight with no issues, would you be demanding that hour of your life back that you were "promised"? Just askin'.

Another "Disney Can Do No Wrong" follower. Disney DID handle this situation poorly and the OP has a valid point. The group should have been informed what was occurring regardless if they got to their flight on time or not.

 

[vacationclub]

Another "Disney Can Do No Wrong" follower.

Nice. Instead of discussing facts or logic, or an attempt at rebuttal, hurl accusations instead.

Disney DID handle this situation poorly

Which situation? The one in which they got the OP to the airport on time, just like they are supposed to?

The group should have been informed what was occurring regardless if they got to their flight on time or not.

Did you read the post? They WERE informed during luggage check in that busses were running late. They were later informed as to WHY they were running late. They witnessed Disney getting a cab for international travelers, which indicates that they knew those people would need this service, and they would not.

The OP's complaint is simply that they weren't given enough info at that very moment, even though a Disney manager, when prompted, said they've called and they're on the way. The OP wasn't satisfied with the level of "intel" they were recieving on the matter, regardless of whether they really needed to know or not. The OP complained about contracts, finger pointing, etc. We don't know what conversation led to Disney responding in this way.

I'm pretty sure, just based on the cab ride they witnessed for another group, that Disney has some back up protocols in place, such as using taxi's after a certain amount of time has elapsed from original pickup. They just never got to that point for the OP.

In the end, it's all pointless since nothing bad happened. They got to the airport. They boarded the plane with no issues reported here. End of story. But some people must complain about anything possible, and others will pile on. And those that question the logic of it are called a "Disney can do no wrong follower", even when Disney......didn't do anything wrong other than use up some of their time buffer, and there was no event other than exactly 50 minutes less time to shop at the gift shop.

 

[bumbershoot]

I saw this line: "He also stated that the three hours departure from the hotel to is account for problems."

And read it as:

He stated that the three hour departure time is there to account for problems (such as the one the OP was having.)

As in, this very scenario is the reason why the departure time is three hours.

I got the impression that he was saying this as to say "Well this is why we pick you up extra early" as opposed to "This is why your bus is late."

I had the same understanding. And I DO believe that some sort of dispatching messup is included in the reasons for the early early pickup time. If they didn't have enough buses for that day, then *something* must have happened to the buses normally scheduled. Had they broken down, etc?




I agree that Disney shouldn't complain about the vendors they hire.

It was a little upsetting because I kept saying that they should know EXACTLY how many people are scheduled to be on every bus, so why were 20 people assigned for 8 seats?

I wonder if the driver had taken pity on people at previous stops, letting them on, then causing the problem later?

Which would be the reason why the 6:15 driver would NOT take the later-bus people, so those problems didn't happen to him?

 

[Smiling Cheshire Cat]

Wow, we've used the ME probably 10 times and never had any problems like this.

We have been told that we could not take an earlier bus just because we were already there. We had to wait until our assigned bus came, but I understand this since the bus is usually making stops at several resorts.

 

[andyman8]

Nice. Instead of discussing facts or logic, or an attempt at rebuttal, hurl accusations instead.


Which situation? The one in which they got the OP to the airport on time, just like they are supposed to?




Did you read the post? They WERE informed during luggage check in that busses were running late. They were later informed as to WHY they were running late. They witnessed Disney getting a cab for international travelers, which indicates that they knew those people would need this service, and they would not.

The OP's complaint is simply that they weren't given enough info at that very moment, even though a Disney manager, when prompted, said they've called and they're on the way. The OP wasn't satisfied with the level of "intel" they were recieving on the matter, regardless of whether they really needed to know or not. The OP complained about contracts, finger pointing, etc. We don't know what conversation led to Disney responding in this way.

I'm pretty sure, just based on the cab ride they witnessed for another group, that Disney has some back up protocols in place, such as using taxi's after a certain amount of time has elapsed from original pickup. They just never got to that point for the OP.

In the end, it's all pointless since nothing bad happened. They got to the airport. They boarded the plane with no issues reported here. End of story. But some people must complain about anything possible, and others will pile on. And those that question the logic of it are called a "Disney can do no wrong follower", even when Disney......didn't do anything wrong other than use up some of their time buffer, and there was no event other than exactly 50 minutes less time to shop at the gift shop.

My apologies, for, perhaps, I misspoke and caused unintentional "offense." I am sorry about that. My point is, simply, the OP brought up two relevant and reasonable criticisms of Disney: blaming another vendor and not properly informing guests of the circumstance. That being said, I understand I went about arguing it in a rather "inappropriate" way. This was, in no way, my intention and I give my most sincere apologies about it.

Why don't we agree to disagree? Thanks and, once more, I am truly sorry as I acted out of line.

 

[vacationclub]

My apologies, for, perhaps, I misspoke and caused unintentional "offense." I am sorry about that. My point is, simply, the OP brought up two relevant and reasonable criticisms of Disney: blaming another vendor and not properly informing guests of the circumstance. That being said, I understand I went about arguing it in a rather "inappropriate" way. This was, in no way, my intention and I give my most sincere apologies about it.

Why don't we agree to disagree? Thanks and, once more, I am truly sorry as I acted out of line.

No problem, Andyman! I really appreciate that. It's all good.

We can agree to disagree, although I don't think we completely disagree here. I don't think Disney should be blaming another vendor either, although we really don't know all of the circumstances around that conversation and exactly what was said, only the 3rd party report of another conversation. I'm guess a transpo person may not have the same level of training as a CM in the parks, etc. and it's possible they were somewhat defensive if a guest was instigating them. (i.e. "can't you guys get here on time? What is the bleeping problem here?)

I do, however, believe that they were informed, otherwise how would the OP be able to tell us all these details? Did they come out and say "don't worry, you won't miss your flight"? No. They certainly could have done that. But they did say the bus was on the way. Simply getting them there on time, albeit later than normal was really what mattered, and they delivered on that despite their internal issues.

 

[carrie1626]

This is exactly why they want to schedule guests to arrive at the airport 3 hrs ahead of departure so if something happens guests should still have time for their flight.

It is a shame the Disney CM wasn't more sympathetic to your concerns.
I would venture to quess, he was frustrated as well and simply didn't have the information from the contracted company to give you.

Thankfully, you made your departure.

 

[Brit_Jude]

Yes it is reasonable for you to show up 3 or so hours in advance of your flight as stated on the confirmation paper, even though there may be bus delays.

But it is currently my belief (haven't seen any written word or fine print to the contrary) that Magical Express is guaranteed to get you home without added expense assuming you followed the instructions.

Since I have seen no reported instances of missed flights ever since DME began, I take it that Disney has fulfilled these goals excellently.

The instructions have to be easy to describe and follow, such as saying that buses are scheduled about 3 hours before your flight. But it is impossible for all bus trips to take exactly X minutes. (Those with a scientific bent might want to google "bell curve") If we shorten the required time in advance of flight time for your DME bus going home by just a little, the percentage of trips successfully executed could drop profoundly, from say 99.9% to 88.5%.

As the OP I have no problem with showing up 3 hours prior to depature. I understand the reason and that problems can occur. What was frustrating is that there is no one at the hotel who was able to provide or pass on reliable information on when the transportation will arrive.

 

[vacationclub]

As the OP I have no problem with showing up 3 hours prior to depature. I understand the reason and that problems can occur. What was frustrating is that there is no one at the hotel who was able to provide or pass on reliable information on when the transportation will arrive.

I think we can all sympathize with that. It's possible they didn't actually know exactly when it would arrive. But you seem to be backing off a bit from your OP which actually seems to say that because it wasn't an accident or a bus breaking down, that the real reason for the bus being late (regardless of how they dealt with it) was unacceptable. And you mentioned fulfilling your part of the "contract", (whatever that means) and finger-pointing. Would you mind explaining in a bit more detail...if possible...what your "part of the contract" means, and the exact nature of this finger pointing? Especially since it seems to be the root of your complaint. You say that only happened after the second time approaching the manager. I'm curious how that conversation started.

Finally, you mention the communication issue. I can understand not knowing everything going on behind the scenes can be frustrating, but if they told you buses were running late, then told you they've been called and are on the way shortly, and you witnessed others getting put in a cab because of these problems, did you simply not trust Disney to take care of you even though they said they would? Did you not trust the guy who said they're on the way? Was that why you needed even more specific info to evaluate? What would more information do for you?

It seems to me this is all water under the bridge; they had some issues....you were late for being super-early...you got to the airport with no issues, just later than normal. You made your flight. You posted here. It's only the last part that I can't figure out.

 

[CarrieR]

OP, clearly it was a Pop problem yesterday morning!

We were scheduled for the 5:15 bus -- running a bit late but still within full view of the bus stop by 5:05. No bus. Talked to the RAC personnel (tried to check our bags but it was <3 hours) for a bit, there was no one else around. 5:15 came and went, around 5:30 more people started arriving - but all of them for the 5:45 bus. I went back over to RAC to see if they could inquire about our status; took a while to do it but at 5:40 they said the bus would arrive in 5 minutes. Promptly at 5:45 the 5:45 pulled up, the driver got off and when I asked if he was the 5:15, he (graciously and with a sense of humor) said, "if you are 5:15, I am the 5:15, if you are 5:45, I am the 5:45," and then informed us that the 5:15 bus no-showed.

Since we still had to check our bags, and MCO security is typically a nightmare, I was beginning to stress a bit but all was well. I just had to reply on this thread, though, since we had a similar problem just a bit earlier. So it sounds like it was a morning-long problem!

 

[Brit_Jude]

No problem, Andyman! I really appreciate that. It's all good.

We can agree to disagree, although I don't think we completely disagree here. I don't think Disney should be blaming another vendor either, although we really don't know all of the circumstances around that conversation and exactly what was said, only the 3rd party report of another conversation. I'm guess a transpo person may not have the same level of training as a CM in the parks, etc. and it's possible they were somewhat defensive if a guest was instigating them. (i.e. "can't you guys get here on time? What is the bleeping problem here?)

I do, however, believe that they were informed, otherwise how would the OP be able to tell us all these details? Did they come out and say "don't worry, you won't miss your flight"? No. They certainly could have done that. But they did say the bus was on the way. Simply getting them there on time, albeit later than normal was really what mattered, and they delivered on that despite their internal issues.

Vacationclub, as the OP I do not like your implication that we were anything but polite to the Disney staff members. I also don't think we can make any guess at the level of training that the non-uniformed CM (shirt and slacks, who I took to be a manager) has received. He obviously knew something was wrong when he wisked the international passengers into the taxi and left the bus waiting area. He could have stated at that time, to the other guests waiting, that there was a problem and they were informed that the 6.45am bus would arrive right behind the late 6.15am bus and that it was being worked. Then we would not have felt the need to find him after he left to see if we could get some more accurate and updated information on our bus. When he informed us that the 6.45am bus was on it's way this again was incorrect information, as per the bus driver a 6.45am bus was never dispatched. We waited what we felt was a resonable time before going back to him at the hotel lobby to ask again if he could provide us an update. That is when he disowned the problem, shrugged his shoulders and blamed Mears. I understand that this is probably what he had been told by Mears. But that doesn't make the situation and poor information something we should just accept because we made our flight. I would prefer a system that can provide better information to guests when a problem occurs or as you say maybe Disney needs to provide better training to the frontline managers in this situation. As I said it was a mess and I I lost confidence in anything we were being told. Thankfully the 7.15am bus was dispatched and we were accomdated on that bus.

I guess using your logic if there seems to be a problem, and the information we were given was incorrect, then we should just have sat there waiting for 50 minutes to see if it would correct itself. We had no way of knowing when a bus that could take us would arrive and what we had been told twice was wrong. We should have no expectation of being updated on the situation.