Magical Express a mess this morning!

[Brit_Jude]

Hi All,

Just got back today from a wonderful vacation at Disney staying at Pop Century. We had a great time Loved Star Wars weekend

This morning was frustrating though, you know how you are bumming anway because you are leaving and headed back to reality. Our flights were at 9:50am so I knew when I booked that our Magical Express back to the airport would be in the 6am/7am time frame. We got our envelope on the door a day prior with 6:45am pick up.

We complete our airline check-in at 6:15, grab a quick cup of coffee and are at the bus pick-up area at 6.30am. We were told by the bellman at Airline check in that the 6:15am bus is running late and that the two buses (6.15am and 6.45am) would arrive together.

At 6.40am the 6:15am bus arrives and loads the 6.15am passengers, one of the other couples waiting asks the driver if he is taking the 6.45am passengers as well. The driver informed those waiting that he could only take the 6.15 passengers. No problem we understand and anyway the 6.45 bus should be arriving soon based on what as the bellman had stated at our airline check-in.

7:00am rolls around and a non-uniformed (shirt and slacks) Disney manager comes out and asks if anyone waiting was taking an international flight. The one family who were traveling internationally were put into a taxi to the Airport. No other information was provided to anyone else in the bus pick-up area. We start to get worried and my DH walks over to talk to this Disney manager who had walked back to the hotel enterance. He told DH our bus would be there shortly, he'd called the company. We relayed this information to some of the others waiting with us.

We waited some more and still no bus. DH talks to the Disney guy again and this time the converstation is it's not Disney's fault it's the contracted company and the manager kinda shrugs his shoulders. Information is still only provided to those who walk back to the hotel enterance and ask. Finally the 7.15am bus arrives at 7.35am and they manange to load everyone on to the one bus. The bus driver stated that there were not enough Magical Express buses available to be dispatched this morning and there never was 6.45am bus dispatched. He also stated that the three hours departure from the hotel to is account for problems.

So I have two main problems with what happened this morning:

1. I book my vacation with Disney and if they choose to contract out a service they advertise as a benefit they should not point fingers at each other when it goes wrong. I have written enough contracts to know you can add in avenues to deal with contigencies and problems. I could understand if there was a sudden mechanical failure or traffic problem this morning but this was an issue that could have been predicted or was certainly known about prior to 6:00am this morning. If this was in fact a problem with not enough Magical Expess busses being available this morning - who's fault is that Mears or Disney?

2. I fulfilled my part of the contract I had with Disney and Magical Express this morning by being at the bus pick-up 15 minutes before my scheduled departure time. This was not an accident, bus broke down on the way or traffic back up. My concern is why is there no consistent communication avenue/tool between Mears, who provide the Magical Express transportation, and someone at the hotel who can relay reliable accurate information to those waiting? I can appreaciate that problems can and will occur but why is there not someone who could come out and tell us exactly what was going on and what was being done to get us to the airport and when. Instead if fingers being pointed and everyone disowning the problem? That could be written into any contract.

Anyhoo just a small bump in what was a great vacation. We were just glad that security wasn't backed up at the Airport this morning

 

[goofy4tink]

I have a few issues here..not with you but with the info you were given. That manager was completely wrong. Yes, Mears operates DME..but Disney contracts it out to them...so, in the end, it is a Disney service. If there is an issue, then Disney needs to make it right. I hope you got that managers name. At least be able to jot down the time of day this happened.
And that driver, who told you the 3 hrs prior to departure is to blame?? No it isn't. I have yet to have a problem fitting on a bus...well, other than the one time a family decided they wanted to miss their bus and wanted to get on ours..which was already pretty full, so not much room for a party of 11!!! And they were not allowed on.

It is very seldom that running buses every half an hour isn't going to get guests back to the airport in a timely fashion. This is why DME wants to know, at least 24 hrs prior, how many people they are going to be transporting at each resort, for each time period. If it's going to make it too crowded on the bus, then they will put another bus into service, and that bus will stop at the other resorts, rather than the first bus having to turn people away.

Someone, most likely at the DME level, dropped the ball. But to put the blame on the leaving 3 hrs prior to departure? Wrong. Schedule your buses properly and it won't be an issue.

DME usually works like clock-work, which is why I believe that someone dropped the ball. And Disney should have put people in cabs or vans and taken them to the airport by 7:15.

 

[MrRob]

But to put the blame on the leaving 3 hrs prior to departure? Wrong. Schedule your buses properly and it won't be an issue.

I think you mis-read the post. He didn't blame the 3 hour window for the problems. He justified the 3 hour window by pointing out that it's that long of a window to accommodate issues like these that may pop up.

While I agree that communication seems to have been poorly handled in that situation, he was right. OP still made the flight, despite the bus being nearly an hour late.

 

[goofy4tink]

Hi All,

Just got back today from a wonderful vacation at Disney staying at Pop Century. We had a great time Loved Star Wars weekend

This morning was frustrating though, you know how you are bumming anway because you are leaving and headed back to reality. Our flights were at 9:50am so I knew when I booked that our Magical Express back to the airport would be in the 6am/7am time frame. We got our envelope on the door a day prior with 6:45am pick up.

We complete our airline check-in at 6:15, grab a quick cup of coffee and are at the bus pick-up area at 6.30am. We were told by the bellman at Airline check in that the 6:15am bus is running late and that the two buses (6.15am and 6.45am) would arrive together.

At 6.40am the 6:15am bus arrives and loads the 6.15am passengers, one of the other couples waiting asks the driver if he is taking the 6.45am passengers as well. The driver informed those waiting that he could only take the 6.15 passengers. No problem we understand and anyway the 6.45 bus should be arriving soon based on what as the bellman had stated at our airline check-in.

7:00am rolls around and a non-uniformed (shirt and slacks) Disney manager comes out and asks if anyone waiting was taking an international flight. The one family who were traveling internationally were put into a taxi to the Airport. No other information was provided to anyone else in the bus pick-up area. We start to get worried and my DH walks over to talk to this Disney manager who had walked back to the hotel enterance. He told DH our bus would be there shortly, he'd called the company. We relayed this information to some of the others waiting with us.

We waited some more and still no bus. DH talks to the Disney guy again and this time the converstation is it's not Disney's fault it's the contracted company and the manager kinda shrugs his shoulders. Information is still only provided to those who walk back to the hotel enterance and ask. Finally the 7.15am bus arrives at 7.35am and they manange to load everyone on to the one bus. The bus driver stated that there were not enough Magical Express buses available to be dispatched this morning and there never was 6.45am bus dispatched. He also stated that the three hours departure from the hotel to is account for problems.

So I have two main problems with what happened this morning:

1. I book my vacation with Disney and if they choose to contract out a service they advertise as a benefit they should not point fingers at each other when it goes wrong. I have written enough contracts to know you can add in avenues to deal with contigencies and problems. I could understand if there was a sudden mechanical failure or traffic problem this morning but this was an issue that could have been predicted or was certainly known about prior to 6:00am this morning. If this was in fact a problem with not enough Magical Expess busses being available this morning - who's fault is that Mears or Disney?

2. I fulfilled my part of the contract I had with Disney and Magical Express this morning by being at the bus pick-up 15 minutes before my scheduled departure time. This was not an accident, bus broke down on the way or traffic back up. My concern is why is there no consistent communication avenue/tool between Mears, who provide the Magical Express transportation, and someone at the hotel who can relay reliable accurate information to those waiting? I can appreaciate that problems can and will occur but why is there not someone who could come out and tell us exactly what was going on and what was being done to get us to the airport and when. Instead if fingers being pointed and everyone disowning the problem? That could be written into any contract.

Anyhoo just a small bump in what was a great vacation. We were just glad that security wasn't backed up at the Airport this morning

I think you mis-read the post. He didn't blame the 3 hour window for the problems. He justified the 3 hour window by pointing out that it's that long of a window to accommodate issues like these that may pop up.

While I agree that communication seems to have been poorly handled in that situation, he was right. OP still made the flight, despite the bus being nearly an hour late.

It wasn't the OP that gave that info, but the driver. And that's my issue. They didn't dispatch enough buses.....and who cares why. There were guests left, standing. And that's not right.

Yes, the OP made his flight. And most do. But....why in heavens name is it okay for them to show up, at the time stated, and then have to stand there, waiting, for nearly an hour??? I'm sorry, but that's unacceptable.
Yes, it's good that they have a 3 hr window. But...what if that bus had had to make 3 other stops...and then sat waiting, for 20 mins, at one of them?? Now...that guest, that waited an hour for their bus to arrive is getting to the airport with about 40 mins to get through security and to the gate, where they will most likely find boarding has started. Yes, I have had this happen to me....and I'll tell you..it isn't fun, trying to get through a long, winding security line, when you have a flight that departs in 40 mins. Some people love the rush to the gate but most are more like me....get me to the airport about 2 hrs prior to departure, then I can take my time, grab something to eat or drink, use the restrooms, then sit and relax for a bit before having to board.

 

[ppony]

EEEK!! That would have been exceptionally nerve-wracking for me since I'm really wound up about having enough time to do everything and not miss my flight. The one and only time we've used DME for transport back to the airport was this Jan. and we had less than a 2 hour window scheduled. Being as this was our first time using DME back to the airport, we didn't know that that was cutting it close and also, didn't even get the notice until we got back to our room late and saw it under the door. So there was no calling to bump the time anyway. We were lucky enough to get on the earlier bus when it arrived and after all it's stops we only had maybe 45 minutes to get through security and to our gate. We also want to shop for last minute stuff too at MCO so we had to rush that immensely. One thing I do NOT like it cutting anything close w/ respect to missing flights. I've missed one before and I'm a VERY anxious person, so I was a melted popsicle on the floor that day. We've decided never to leave our fate in DMEs hands for getting back to the airport. It might work fine or at least better than it did for us and the OP usually, but given they are batting 0 in my eyes right now, I'm not chancing it. I feel more comfortable controlling my own fate. We like to rent a car anyway, but because of cost, this Oct., we might take DME to the resort but rent a car for part of our trip and return it at the airport so we are on OUR own time, and not anyone elses. It's just too frazzling for me.

 

[andyman8]

Thank lord, we are FL Residents! When I lived in NYC, I use to get to the bus stop FIVE HOURS before my flight left from JFK because there always was a delay. This is why I don't like bus transport, and (believe it or not) its the same way at Disney as anywhere else for they deal with real highways and other cars.

OP, sorry your experience was so poor. The manager should have informed guests about what was occurring and to blame another company is stupid. If Disney brands it as their own, then they need to be responsible for when it fails. This situation is somewhat disappointing.

 

[ppony]

Thank lord, we are FL Residents! When I lived in NYC, I use to get to the bus stop FIVE HOURS before my flight left from JFK because there always was a delay.

I have GOT to tell my DH this! He thinks I'm nuts for wanting to be there so early. I always thought I was the only one.

 

[Raenstoirm]

I have yet to have a problem fitting on a bus...well, other than the one time a family decided they wanted to miss their bus and wanted to get on ours..which was already pretty full, so not much room for a party of 11!!! And they were not allowed on.

Actually we did have a problem getting on our bus a few years ago. I dont remember the exact situation, but somehow we missed our bus. The next bus could not take us (we were a party of only 2). So we had to take the bus after that. Despite leaving a hour after our scheduled departure time, we still had time to pin trade at the Disney Store in the airport before our flight.

Last month we had the opposite problem of OP. We went to the park in the AM and got back to our resort 20 minutes before our scheduled bus departure. As we were walking up the path to the hotel a ME bus drove away. We just assumed it was the bus before ours. Nope, that was our bus leaving 15 before schedule.

 

[Brit_Jude]

It wasn't the OP that gave that info, but the driver. And that's my issue. They didn't dispatch enough buses.....and who cares why. There were guests left, standing. And that's not right.

Yes, the OP made his flight. And most do. But....why in heavens name is it okay for them to show up, at the time stated, and then have to stand there, waiting, for nearly an hour??? I'm sorry, but that's unacceptable.
Yes, it's good that they have a 3 hr window. But...what if that bus had had to make 3 other stops...and then sat waiting, for 20 mins, at one of them?? Now...that guest, that waited an hour for their bus to arrive is getting to the airport with about 40 mins to get through security and to the gate, where they will most likely find boarding has started. Yes, I have had this happen to me....and I'll tell you..it isn't fun, trying to get through a long, winding security line, when you have a flight that departs in 40 mins. Some people love the rush to the gate but most are more like me....get me to the airport about 2 hrs prior to departure, then I can take my time, grab something to eat or drink, use the restrooms, then sit and relax for a bit before having to board.

My point exactly. I wouldn't have minded so much if there had been someone, anyone, who could have told us when a bus would arrive and if there would be room for everyone. I know problems can occur. While the delay was the cause of the issue, it was the not having information about what was happening that I found frustrating. Neither Disney or Mears are small inexperienced companies.

We like having the benefit of transportation to and from the airport. It saves a little money for us to spend on meals and treats in the park. There isn't a discount for not using DME.

 

[ppony]

If the bus is full or next to full, the drivers aren't supposed to allow people to get on before their own bus. We were able to because our bus had all of maybe 8 people total on it after all the stops to go to MCO.

 

[ppony]

There isn't a discount for not using DME.

No there isn't, but there is a lot to be said for having your own vehicle, particularly with children and one having special needs. There are pros and cons to both.

When you pay for a service (like having a car) you have far more leverage to argue than when you use a free service.
But like I said, I commiserate.

 

[kaligal]

Busses that don't show up on time are par for the course with busses.

Busses that don't show up at all are more rare, but still part of the joy of public transportation.

You can either resign yourself to the fact that public transportation sometimes sucks or drive yourself batty wondering why and figuring out who is to blame. I'd suggest the former.

But if I were inclined to blame someone, I'd blame the person I paid...that's Disney. Who they pay, how they work isn't your problem.

Public transportation will save you money, but it is rife with delays, problems and inconvenience. There is an old saying, "The bus comes when the bus comes. The bus leaves when the bus leaves.". It isn't about schedules. It's about how the bus is not the most reliable form of transportation and is indifferent to your needs.

 

[Brit_Jude]

Busses that don't show up on time are par for the course with busses.

Busses that don't show up at all are more rare, but still part of the joy of public transportation.

You can either resign yourself to the fact that public transportation sometimes sucks or drive yourself batty wondering why and figuring out who is to blame. I'd suggest the former.

But if I were inclined to blame someone, I'd blame the person I paid...that's Disney. Who they pay, how they work isn't your problem.

Public transportation will save you money, but it is rife with delays, problems and inconvenience. There is an old saying, "The bus comes when the bus comes. The bus leaves when the bus leaves.". It isn't about schedules. It's about how the bus is not the most reliable form of transportation and is indifferent to your needs.

I don't know if I would put DME in a "Public Transportation" category, they are not the local city bus subsidized by the tax payer. DME is a private service provided by a big company who prides itself on superior customer service as a benefit to it's guests.

I am sure most of the time it works great and it has in the past for us too. As I said this morning it was a mess and in my opinion this incident was not handled in an appropriate manner.

 

[heather13]

That's an awful situation for you and your family. How very frustrating. It reminded me though that during our stay, we had to wait 30 minutes for DME heading to the airport. It wasn't a big deal overall (and nothing compared to your situation) but with two young kids getting extremely antsy and hungry, it put a slight blemish on our trip. I didn't dare leave the area to get food in case the bus arrived and loaded us quickly. As you experienced, not the best way to end a trip and Disney should realize that last impressions are just as important as first ones.

You can either resign yourself to the fact that public transportation sometimes sucks or drive yourself batty wondering why and figuring out who is to blame. I'd suggest the former.

IMO, DME isn't public transportation. It's not like someone who wants to visit Disney for the day is allowed onboard - you have to pay a (somewhat relative) premium price by staying on property. Therefore it should be handled in a better manner as guests do have a choice whether or not to stay on property.

 

[Brit_Jude]

No there isn't, but there is a lot to be said for having your own vehicle, particularly with children and one having special needs. There are pros and cons to both.

When you pay for a service (like having a car) you have far more leverage to argue than when you use a free service.
But like I said, I commiserate.

Thanks - I can understand the need for a car. We typically don't have a need apart from getting to and from the Airport.

 

[MrRob]

It wasn't the OP that gave that info, but the driver. And that's my issue. They didn't dispatch enough buses.....and who cares why. There were guests left, standing. And that's not right.

Perhaps I just read it wrong.

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."

 

[kaligal]

I don't know if I would put DME in a "Public Transportation" category, they are not the local city bus subsidized by the tax payer. DME is a private service provided by a big company who prides itself on superior customer service as a benefit to it's guests.

I am sure most of the time it works great and it has in the past for us too. As I said this morning it was a mess and in my opinion this incident was not handled in an appropriate manner.

That's an awful situation for you and your family. How very frustrating. It reminded me though that during our stay, we had to wait 30 minutes for DME heading to the airport. It wasn't a big deal overall (and nothing compared to your situation) but with two young kids getting extremely antsy and hungry, it put a slight blemish on our trip. I didn't dare leave the area to get food in case the bus arrived and loaded us quickly. As you experienced, not the best way to end a trip and Disney should realize that last impressions are just as important as first ones.



IMO, DME isn't public transportation. It's not like someone who wants to visit Disney for the day is allowed onboard - you have to pay a (somewhat relative) premium price by staying on property. Therefore it should be handled in a better manner as guests do have a choice whether or not to stay on property.

Taking the bus entails its share of problems. it isn't the most reliable for of transportation. Busses come early. Busses come late.

It's all part of taking the bus, whether or not you deem it a mode of public transportation.

I wasn't trying to offend you all. I don't think there is any shame in taking the bus. I did it for years.

I'm just saying...this is typical. This is how the bus works. Sometimes - often - its great. Other times, it sucks.

 

[Brit_Jude]

That's an awful situation for you and your family. How very frustrating. It reminded me though that during our stay, we had to wait 30 minutes for DME heading to the airport. It wasn't a big deal overall (and nothing compared to your situation) but with two young kids getting extremely antsy and hungry, it put a slight blemish on our trip. I didn't dare leave the area to get food in case the bus arrived and loaded us quickly. As you experienced, not the best way to end a trip and Disney should realize that last impressions are just as important as first ones.

No we did not want to leave either in case the bus turned up and as it was so early we didn't get any breakfast. My DH and teenage son were starting to become Betty White divas needing a Snickers bar I'd promised a McDonalds treat at the airport (we don't eat fast food very often).

DS later confessed that he didn't dare run to the bathroom while we waited for the bus in case it showed up. So he held it in for all that time. I told him we would have made the bus wait for his call of nature if he had mentioned it to us. DS is a bit shy and doesn't like to cause problems.

 

[davedmaine]

You should have gotten on that earlier bus. We always get on the first bus that shows up. If you wait and things are backing up, you're asking for trouble..

 

[1971DBday]

Hi All,

Just got back today from a wonderful vacation at Disney staying at Pop Century. We had a great time Loved Star Wars weekend

This morning was frustrating though, you know how you are bumming anway because you are leaving and headed back to reality. Our flights were at 9:50am so I knew when I booked that our Magical Express back to the airport would be in the 6am/7am time frame. We got our envelope on the door a day prior with 6:45am pick up.

We complete our airline check-in at 6:15, grab a quick cup of coffee and are at the bus pick-up area at 6.30am. We were told by the bellman at Airline check in that the 6:15am bus is running late and that the two buses (6.15am and 6.45am) would arrive together.

At 6.40am the 6:15am bus arrives and loads the 6.15am passengers, one of the other couples waiting asks the driver if he is taking the 6.45am passengers as well. The driver informed those waiting that he could only take the 6.15 passengers. No problem we understand and anyway the 6.45 bus should be arriving soon based on what as the bellman had stated at our airline check-in.

7:00am rolls around and a non-uniformed (shirt and slacks) Disney manager comes out and asks if anyone waiting was taking an international flight. The one family who were traveling internationally were put into a taxi to the Airport. No other information was provided to anyone else in the bus pick-up area. We start to get worried and my DH walks over to talk to this Disney manager who had walked back to the hotel enterance. He told DH our bus would be there shortly, he'd called the company. We relayed this information to some of the others waiting with us.

We waited some more and still no bus. DH talks to the Disney guy again and this time the converstation is it's not Disney's fault it's the contracted company and the manager kinda shrugs his shoulders. Information is still only provided to those who walk back to the hotel enterance and ask. Finally the 7.15am bus arrives at 7.35am and they manange to load everyone on to the one bus. The bus driver stated that there were not enough Magical Express buses available to be dispatched this morning and there never was 6.45am bus dispatched. He also stated that the three hours departure from the hotel to is account for problems.

So I have two main problems with what happened this morning:

1. I book my vacation with Disney and if they choose to contract out a service they advertise as a benefit they should not point fingers at each other when it goes wrong. I have written enough contracts to know you can add in avenues to deal with contigencies and problems. I could understand if there was a sudden mechanical failure or traffic problem this morning but this was an issue that could have been predicted or was certainly known about prior to 6:00am this morning. If this was in fact a problem with not enough Magical Expess busses being available this morning - who's fault is that Mears or Disney?

2. I fulfilled my part of the contract I had with Disney and Magical Express this morning by being at the bus pick-up 15 minutes before my scheduled departure time. This was not an accident, bus broke down on the way or traffic back up. My concern is why is there no consistent communication avenue/tool between Mears, who provide the Magical Express transportation, and someone at the hotel who can relay reliable accurate information to those waiting? I can appreaciate that problems can and will occur but why is there not someone who could come out and tell us exactly what was going on and what was being done to get us to the airport and when. Instead if fingers being pointed and everyone disowning the problem? That could be written into any contract.

Anyhoo just a small bump in what was a great vacation. We were just glad that security wasn't backed up at the Airport this morning

This is almost the same exact thing that happened to us in 2008! However, you got more communication then us. I finally gave up on waiting that I had to go find someone because we were all standing around staring at each other and shrugging our shoulders. Same circumstances, same communication, same blaming, same outcome....scary......

The good news is this happened once in our seven trips using DME! Now I know to speak up sooner.