Magical Express Nightmares

[David Raguso]

They really have to change this entire experience, it shouldnt take 2 hours to do a 30 minute drive. heres what happended on my trip this past week

baggage fees - major confusion here..we got the note under the door alerting us to the time of the bus at 755am and it said that baggage fees must be paid at least 24 hours in advance. i called a disney number to confirm but i was able to pay the fees over the phone less than 24 hours in advance. when i told them that i thought it wasnt possible to pay the fees less than 24 hours in advance they told me that the paperwork wasnt up to date, thats really a shame that they recognize its wrong but keep it that way. i also found out later that you can pay the baggage fees at the airline check in at the hotel right before you go on the ME.

pickup time - we got to the magical express stop at 757am (only 2 mins late) and apparently the bus was long gone, it really doesnt wait 5 minutes? we caught a bus at 825 and the bus driver for that bus was at other resorts for much longer than 5 mins. in one case the driver waited a good 15 minutes for a husband looking for his wife in the hotel. how come some drivers wait extensively and other drivers dont wait at all? this also bothered me because during out stay we were told specifically that all bus drivers have a check list of people to pick up and that they dont leave people behind, at least within reason. they did not follow through with what they promised at all.

regardless disney really need to make policies clear and communicate them consistently. they also really need to find a way to get people to the resorts much faster, it shouldnt be an all day event to get to the airport.

We got up at 6am for an 11am flight, thats really just unncessary.

 

[Alesia]

i also found out later that you can pay the baggage fees at the airline check in at the hotel right before you go on the ME.

That is not correct.

pickup time - we got to the magical express stop at 757am (only 2 mins late) and apparently the bus was long gone, it really doesnt wait 5 minutes?

The time you are given is the time the bus leaves. You should be at the stop, ready to go, at least 15 minutes before your scheduled pick up time.

we caught a bus at 825 and the bus driver for that bus was at other resorts for much longer than 5 mins. in one case the driver waited a good 15 minutes for a husband looking for his wife in the hotel. how come some drivers wait extensively and other drivers dont wait at all? this also bothered me because during out stay we were told specifically that all bus drivers have a check list of people to pick up and that they dont leave people behind, at least within reason. they did not follow through with what they promised at all.

Honestly, you were really lucky the next driver let you on the bus at all. If you miss your scheduled bus, Disney is under no obligation to get you to the airport.

regardless disney really need to make policies clear and communicate them consistently.

They already do. All of the info you needed was in the DME booklet. All they can do is send it out - they can't make you read it.

 

[Tozzie]

They really have to change this entire experience, it shouldnt take 2 hours to do a 30 minute drive. heres what happended on my trip this past week

baggage fees - major confusion here..we got the note under the door alerting us to the time of the bus at 755am and it said that baggage fees must be paid at least 24 hours in advance. i called a disney number to confirm but i was able to pay the fees over the phone less than 24 hours in advance. when i told them that i thought it wasnt possible to pay the fees less than 24 hours in advance they told me that the paperwork wasnt up to date, thats really a shame that they recognize its wrong but keep it that way. i also found out later that you can pay the baggage fees at the airline check in at the hotel right before you go on the ME.

pickup time - we got to the magical express stop at 757am (only 2 mins late) and apparently the bus was long gone, it really doesnt wait 5 minutes? we caught a bus at 825 and the bus driver for that bus was at other resorts for much longer than 5 mins. in one case the driver waited a good 15 minutes for a husband looking for his wife in the hotel. how come some drivers wait extensively and other drivers dont wait at all? this also bothered me because during out stay we were told specifically that all bus drivers have a check list of people to pick up and that they dont leave people behind, at least within reason. they did not follow through with what they promised at all.

regardless disney really need to make policies clear and communicate them consistently. they also really need to find a way to get people to the resorts much faster, it shouldnt be an all day event to get to the airport.

We got up at 6am for an 11am flight, thats really just unncessary.

I am really trying to find the "nightmare" DME is a service and they transport many people. RAC has nothing to do with DME so the baggage fees are not part of this "nightmare" You were late and are annoyed the bus left without you, you are supposed to be at the bus stop 15 minutes before your scheduled time and yes the drivers have a schedule to keep and they do leave. I think it is a good thing they pick up 3 hours early for a 40 minute drive, my last trip it took quite a while to get to the airport due to an accident on disney property that shut all three lanes of traffic. If you chose a private car service they pick up a 2 1/2 hours early.

 

[SaraJayne]

They really have to change this entire experience, it shouldnt take 2 hours to do a 30 minute drive. heres what happended on my trip this past week

baggage fees - major confusion here..we got the note under the door alerting us to the time of the bus at 755am and it said that baggage fees must be paid at least 24 hours in advance. i called a disney number to confirm but i was able to pay the fees over the phone less than 24 hours in advance. when i told them that i thought it wasnt possible to pay the fees less than 24 hours in advance they told me that the paperwork wasnt up to date, thats really a shame that they recognize its wrong but keep it that way. i also found out later that you can pay the baggage fees at the airline check in at the hotel right before you go on the ME.

pickup time - we got to the magical express stop at 757am (only 2 mins late) and apparently the bus was long gone, it really doesnt wait 5 minutes? we caught a bus at 825 and the bus driver for that bus was at other resorts for much longer than 5 mins. in one case the driver waited a good 15 minutes for a husband looking for his wife in the hotel. how come some drivers wait extensively and other drivers dont wait at all? this also bothered me because during out stay we were told specifically that all bus drivers have a check list of people to pick up and that they dont leave people behind, at least within reason. they did not follow through with what they promised at all.

regardless disney really need to make policies clear and communicate them consistently. they also really need to find a way to get people to the resorts much faster, it shouldnt be an all day event to get to the airport.

We got up at 6am for an 11am flight, thats really just unncessary.

Actually, the exact wording on the DME letter is

To pay applicable baggage fees, please contact Baggage Airline Guest Services (telephone number) between 5am and 11:00pm prior to checking in at the Resort Airline Check-In Desk.

No, you can't pay the baggage fees at the airline check in desk at the resort ~ it either has to be done on the phone prior to check in or done at the airport.

And remember, you aren't the only people being picked up. The bus may make up to three or four stops at other resorts before it leaves for the airport. Most people need all three hours.

You were late and missed your bus. I don't know why you are upset. The DME letter says, and I quote ~

Please await your motorcoach transportation located outside the front entrance to the Resort. The motorcoaches make multiple stops and must depart the resort promptly so please arrive at least fifteen minutes prior to your pick-up time.

I had no problem reading and understanding our DME letter from Disney. It was very clear and easy to understand.

 

[dudspizza]

They really have to change this entire experience, it shouldnt take 2 hours to do a 30 minute drive. heres what happended on my trip this past week

baggage fees - major confusion here..we got the note under the door alerting us to the time of the bus at 755am and it said that baggage fees must be paid at least 24 hours in advance. i called a disney number to confirm but i was able to pay the fees over the phone less than 24 hours in advance. when i told them that i thought it wasnt possible to pay the fees less than 24 hours in advance they told me that the paperwork wasnt up to date, thats really a shame that they recognize its wrong but keep it that way. i also found out later that you can pay the baggage fees at the airline check in at the hotel right before you go on the ME.

pickup time - we got to the magical express stop at 757am (only 2 mins late) and apparently the bus was long gone, it really doesnt wait 5 minutes? we caught a bus at 825 and the bus driver for that bus was at other resorts for much longer than 5 mins. in one case the driver waited a good 15 minutes for a husband looking for his wife in the hotel. how come some drivers wait extensively and other drivers dont wait at all? this also bothered me because during out stay we were told specifically that all bus drivers have a check list of people to pick up and that they dont leave people behind, at least within reason. they did not follow through with what they promised at all.

regardless disney really need to make policies clear and communicate them consistently. they also really need to find a way to get people to the resorts much faster, it shouldnt be an all day event to get to the airport.

We got up at 6am for an 11am flight, thats really just unncessary.

Welcome to the Transportation board, David. Unfortunately, you caused a lot of your "nightmare" by not being informed. Luggage fees have to be paid to BAGS, Inc in advance. Some have reported that RAC has the phone number posted for BAGS near the RAC desk, but they do not take payment there. Payment does have to be done in advance.

As stated above, 7:57 is late for the bus. The bus was scheduled to depart at 7:55am. You need to be the bus stop 15 minutes before hand to make sure you are on the bus you were scheduled for. The bus driver has no idea if you are late, a now show, or what. You were not there for the departure time, your fault, not ME's.

As stated above, you were very lucky you got on the next bus. Buses only come to the resort if someone is scheduled to be picked up. If no one needed to be picked up, you would have been paying for a cab at your own expense. Also, if the bus was full or expected to be full with people who were scheduled at that time, you would have been denied boarding of that bus.

Actually, ME came through for you after you made a mistake. You should be thanking ME for bailing you out.

Everyone lives and learns. You have learned if you use ME again that you get there early and plan accordingly. The 3 hour departure window is needed (see a recent thread as example). You also have the right to choose alternate transportation at your own expense. Everyone is different and to each their own.

Thousands have taken ME without an issue at all. I have used it 3 times and have enjoyed every minute of it. I was very prepared and researched ME online before my trip.

Duds

 

[kaytieeldr]

i also found out later that you can pay the baggage fees at the airline check in at the hotel right before you go on the ME.

No, you can't. The computers are not set up to accept luggage payments. If your airline charges for checked luggage, you must pay the fee by calling the designated number before approaching the Resort Airline Check-in counter, or you will not be allowed to check your luggage there. You will need to take it to the Magical Express bus with you and pay at the airline's own counter.

pickup time - we got to the magical express stop at 757am (only 2 mins late) and apparently the bus was long gone, it really doesnt wait 5 minutes?

That's right, it really doesn't wait. Your assigned time is the time the bus leaves your resort. Guests are advised in the documentation recieved the day before check-out to be at the bus stop with the entire party and any luggage at least fifteen minutes before the assigned time.

we caught a bus at 825 and the bus driver for that bus was at other resorts for much longer than 5 mins. in one case the driver waited a good 15 minutes for a husband looking for his wife in the hotel

You were lucky there was another bus scheduled to pick up at your hotel at a time that 'worked' for you AND that the bus driver allowed you on it. As for time the driver spent waiting? It's likely that wait time was built into the bus's schedule.

regardless disney really need to make policies clear and communicate them consistently.

They do. Magical Express has been operating successfully for over four and a half years. In that time, it's been estimated by somebody very familiar with DME, Disney has transported about ten million Guests.

they also really need to find a way to get people to the resorts much faster, it shouldnt be an all day event to get to the airport.

Having seen that things can happen unexpectedly, or due to misunderstanding, it's a bit surprising you're not less critical of procedures that have worked well for so long.

We got up at 6am for an 11am flight, thats really just unncessary.

Magical Express is free, but it's not mandatory. If sleep is more important, there are alternative modes of transportation to the airport in varying price ranges.

 

[kaytieeldr]

Welcome to the Transportation board, David. Unfortunately, you caused a lot of your "nightmare" by not being informed.

And respectfully, as demonstrated by SaraJayne's quoting portions of the letter received by every airport-bound DME Guest (thanks!), by not reading the material provided and perhaps questioning any confusing points in advance.

 

[NHdisneylover]

I have always been very impressed by how smoothly DME does run considering the number of people it handles daily. It is much more effeceint than Mears was before DME came into being (I admit to having only gone the Mears rout twice becuase that WAS such a nightmare), and saves me a lot of money over the cost of a towncar-for just a bit more of a time investment.

In your story, I find it impressive that the busses kept to their schedule and left promptly from your resort when supposed to (transportation which continually runs late bothers me to no end). I find it highly impressive that they managed to get you to the airport, apprently not much later than originally planned, by getting you onto the next bus--when you missed your bus by being late. I doubt the airlines would be so accomidating if you missed your plane by "only two minutes."

 

[Ciciwoowoo]

Hate to say it, but I have to agree with the others, OP. They tell you to be there at least 15 minutes before you are supposed to. Its not fair to have your family hold up everyone else because you were 17 minutes late (15 minutes early + 2 minutes after the bus was supposed to depart)

Would you expect a plane to be held for you if you were 2 minutes late checking in? I believe with airplanes you have to check in at least 30 minutes before departure. Correct me if I'm wrong as I'm just trying to pull that number from memory!

 

[Allison]

It's never been an all day event for me to get to the airport on ME. I get picked up about 3 hours prior to my flight and get to the airport about 2 hours before so that's 1 hour. I get on the bus at the assigned time, we make a few other stops and I'm at the airport with time to check my luggage, go through security and get to my gate. I would not appreciate spending time on the bus waiting for people who are late which would of course extend the time on the ME bus which you are already complaining took too long.

I think ME works quite well for what it is designed to do and that there is not an extra fee to use it. It's not the answer if you are in a hurry or don't want to allow plenty of time to get to the airport.

 

[Missytara]

I saw something similar to the OP's situation a few years ago, when I did the land/sea package. A young couple with two small children in tow, put their travel package documents in their checked baggage, didn't use their baggage tags and had actually tossed their baggage claim tickets. Why? Because they said the travel agent told them Disney would take care of everything. But they didn't bother to read the package the travel agent gave them ahead of time, regarding transportation vouchers, baggage tags, etc. They were absolutely befuddled why things took so long. What took so long was that Disney went out of their way to call their airline to confirm their baggage claim numbers so they could go retrieve their bags for them.

The cast member at the Cruise Line desk very politely reminded them that the next time they go on the DCL, they may want to make their trip less stressful if they read the booklet provided for their package. Some people create their own misery......much like the original poster....