Magical Express Not-so-Magical at the GF, December 11th

[dawnmommy]

has anyone else encountered this? Between all the resort monorail outages the week we were there (Dec 4-11th) and our "Magical Express" issue, my dh thinks that offsite and rental car is the only way to go from now on...

We stayed at the Grand Floridian. On Saturday Dec 11th, I went down early to check all of our bags for RAC. a very nice Bellman helped me get the 2 bags (there are 4 of us - Dh, me, our 6 year old and our 3 year old). Got the bags checked, then went back to the room and the 4 of us walked to the Magical Express counter.

We were fairly early for our bus, and were pointed where to go. When we got over there, we could see the bus looked VERY full already, and there was a family with a TON of bags (they must not have been able to do the checked baggage at the hotel - these were very large bags that needed to be checked, not carry-ons). The driver looked at us, and at another couple and said "I'm sorry there isn't room". A third family approached a few minutes later and was told the same thing. We all arrived before the recommended time.

I told him we were scheduled for this bus, and showed him the vouchers. Another family apparently missed their bus and they were allowed on instead, making a total of 3 families miss the bus they were scheduled for. I know this because some member of that family was commenting loudly that they missed their bus because of lines or something. The driver told us he was calling for an "overflow" bus. It never arrived. We asked the next 2 arriving ME buses (dropping OFF guests, not picking up) and one of them radio'd in again.

Finally, after close to 40 minutes (how often does ME run? I really thought there would have been another one) I very politely but firmly insisted that the GF find us a taxi, and one with 2 carseats. We weren't willing to go in a taxi without carseats, the entire reason we didn't travel with carseats was the so-called "Magical" Express.

The GF personnel at first very politely tried to get us to wait longer, but to their credit when I refused, they then turned their attention to quickly getting us a taxi with 2 carseats, which they paid for (obviously we tipped the driver, he was great).

Anyway, how often does something like this happen? We were on time, we counted on Magical Express. I understand overbooking can happen, but then can't they quickly get another bus? We literally all waited 40 minutes. There were more people gathering so I assume another bus due soon (or late?) but I didn't pay a ton of attention as I was pretty determined to get a taxi at this point.

And if a family with like 10 huge bags misses their own ME, can't they take a taxi (I don't care who pays, they can fight it out at the hotel) rather than displacing THREE other families?

Anyway, our ME experience was not magical. It was slow on the way there, but that didn't bother us...just a bit of a wait. But on our return trip it was absurd.

again, kudos to those at the GF who did eventually get us a taxi, but the ME experience itself stunk - there really needs to be a plan when not everyone can fit on ME. bumping guests who are on time, and NOT sending any sort of overflow bus quickly (remember - none within 40 minutes) is horrid.

Basically our experience was that all Cast Members everywhere were great, the parks were magical for our kids, the GF was lovely, but the Transportation was so overwhelmingly bad (horrid resort monorail delays) that we just can't risk another trip being "trapped" onsite with no car.

We're debating whether to even do onsite again, because once we rent a car, we might as well get a 2 bedroom at Bonnet Creek for less money than a room onsite. We do love the parks and the Cast Members and our kids were nuts for the character meals.

I'm truly not a "Negative Nellie" but our transport issues were cruddy and the Return ME was icing on the cake.

thanks for listening to me vent. I'm just really curious as to what Disney's policy is on ME, when you can't fit everyone you assigned to the bus. I mean, if the 10 of us who were bumped from our bus all get on the next bus, then other innocent people could get bumped again, right?

 

[maxiesmom]

Unfortunately what you encountered seems to be happening more and more often. I wasn't one left off of the bus, but at the 3rd stop our ME driver had to radio in that he was in overflow. There were quite a few people he left behind at CSR.

From what I understand, the drivers are NOT supposed to pick up people who missed their correct bus unless they know they have extra room. I don't know why they did, unless they just don't care anymore.

I have used ME many times, but like you, I am thinking I won't on my next trip. I would be beyond mad if we couldn't get on our bus and then missed our flight! I'm pretty sure at this point that I am going to have a towncar for my trip next year. And if my younger niece goes along, I might just make it a limo for fun.

Disney really needs to take this in hand.

 

[seashoreCM]

The expectation (policy or not) is that if Magical Express can't take your punctually arriving family and baggage back to the airport then it or the resort owes you a ride whether it be by taxi or by CM chauffered Disney SUV.

IMHO they should hire the taxi for you upon your request twenty minutes after your DME bus time if an additional bus does not show up.

Disney really needs to take this in hand.

It would help if, if you witness the DME bus driver taking on unreserved guests at one stop and unable to take reserved guests at the next stop, you email Disney after you get home so they can conduct a post mortem on that bus trip should they choose.

You can always request and get a DME bus back to the airport more than the 3 hours before your plane departure. You must get this confirmed at least by the morning of the day before your check out and your one and only assigned bus is that earlier bus. The extra time at the airport is an excellent time for a meal so you have more park or packing time prior to leaving Disney.

An experience like this does not mean you should forsake DME forevermore and you are not a glutton for punishment if you try it again and get the same unfavorable result.

Hmmm. I wonder whether "participating airline" includes a gentlemanly agreement to honor a flat tire rule for guests delayed in their arrival at MCO due to DME problems. Perhaps in exchange for being able to drop airline-delayed incoming baggage at the DME area instead of courier it to the resorts.

If the DME driver had already started to load baggage underneath, it could be difficult for him to find it and take it back out if the party could not board the bus.

 

[goofy4tink]

In order to comment, we really need to know what time your flight was, what time you were given for DME pickup and what time you arrived at the bus. Here's the thing...
You say you arrived 'fairly early' for your bus. The advice is to arrive no less than 15 mins for your bus so as to be there, ready to board the bus when it does get there, rather than running up to the bus at the appointed pickup time. The buses run every half hour, basically..unless there are no guests at that particular resort who have booked a ride. But, I doubt that was the situation you found yourself in. If you arrived more than 30 mins prior to your bus pickup time, then you most likely ran into the bus that was scheduled before your bus.

Now, I don't know if that is the case or not. I do know that DME bus drivers know full well how many people they have on their buses..for each resort. I have stood there, waiting to board a DME bus, while the driver checks his manifest for a guest to see if there is room on his/her bus....seems the guest wanted to take an earlier bus. The guest was told that there would not be enough seating for their party. The guest then looked at the bus and said there was plenty of room. But, the driver told him that there were two more stops before the airport and a lot of guests getting on at those stops..hence the not enough seating.
I can't imagine that the amount of luggage someone has is going to make any difference to who gets to board the bus. If someone, especially a large party, missed their appointed bus, the driver shouldn't be allowing them onto the bus if there are addtl stops..with guests who will not be able to board the bus now that he has allowed interlopers on.

This is why I ask about timing in your instance. If you arrived at the bus stop, as you said, fairly early...and that bus was already loading, I have to wonder if it was in fact the bus you were assigned to. But there is never any reason for a driver to allow those who missed their bus to board another bus unless he/she is absolutely sure it will not negatively impact those who are supposed to be on that bus. It isn't fair to make others late due to someone else's tardiness.

 

[deedeetoo]

I think I know what the problem was. There was a thread a couple weeks ago about someone staying at the GF on Dec 11 who missed their bus because they didn't arrive early enough to check their luggage. They managed to get on the next bus and bumped someone else. I think we just found out who they bumped.

I have no idea how to put in a link but the thread title was something like "Magical Express did not get us home" (which wasn't true).

 

[Tara]

In order to comment, we really need to know what time your flight was, what time you were given for DME pickup and what time you arrived at the bus. Here's the thing...
You say you arrived 'fairly early' for your bus. The advice is to arrive no less than 15 mins for your bus so as to be there, ready to board the bus when it does get there, rather than running up to the bus at the appointed pickup time. The buses run every half hour, basically..unless there are no guests at that particular resort who have booked a ride. But, I doubt that was the situation you found yourself in. If you arrived more than 30 mins prior to your bus pickup time, then you most likely ran into the bus that was scheduled before your bus.
----

This is why I ask about timing in your instance. If you arrived at the bus stop, as you said, fairly early...and that bus was already loading, I have to wonder if it was in fact the bus you were assigned to. .

This is exactly my reaction.

 

[azdizzymom]

I think I know what the problem was. There was a thread a couple weeks ago about someone staying at the GF on Dec 11 who missed their bus because they didn't arrive early enough to check their luggage. They managed to get on the next bus and bumped someone else. I think we just found out who they bumped.

I have no idea how to put in a link but the thread title was something like "Magical Express did not get us home" (which wasn't true).

I remember that thread...they had the puking kid in the gardens, etc. She whined and complained about it. She also has a thread about how Mickey got her kid sick in the family area.

Feel so bad for this OP !!!!!

 

[azdizzymom]

HERE IS LINK TO THREAD TO PERSON WHO MOST LIKELY CAUSED THIS PERSON TO MISS THEIR BUS.....

http://www.disboards.com/showthread.php?t=2615809


Sounds like is was as that poster didn't have enough sense to check bags early.....they had to drag bags onto bus.

Would be nice if that OP would come back and apologize to this person as SHE is the DIRECT cause for this poor family having issues.
AMAZING!!!!!!

 

[dawnmommy]

I arrived more than 20 minutes ahead. I know the rules and I'd already checked my bags. The ME bus was 11:35am I believe (didn't keep the paperwork) and we left our room a little before 11, as that was check out time. and we walked straight to the ME boarding area, I had checked our luggage earlier. So we probably got there about 25 minutes ahead? and the bus pulled up quite fast after that...maybe another 5 minutes?

The bus had just pulled in and I was told by both the people at the stand and the bus driver that it was our proper bus. As were the other 2 families. and it pretty much HAD to be our bus. if it was an earlier bus there would have been people waiting for it already, right? not just us 3 families who got there early in time to see the other family take our spots.

The driver was taking forever with this very disorganized family that literally had I'd say 10 bags (large bags). and he WAS having a hard time fitting it all, or maybe lifting it all? and that family was very vocal.

I believe it was our bus time - after all it DEPARTS at the set time, right? not arrives? Hence why passengers should arrive early. as we did.

The family who boarded (that had the 10 bags and stated they missed their own ME due to "lines") absolutely knew they were bumping others who belonged on that bus. they looked right at us and commented. and they walked in front of us (already had the 10 bags on the curb all over the place)

I just think Disney needs a standard policy of how to handle overflow, and getting replacement transportation there faster. We were polite but insistent once no buses had come after 30 minutes. All of the CMs were nice, it just wasn't the best situation.

 

[maxiesmom]

An experience like this does not mean you should forsake DME forevermore and you are not a glutton for punishment if you try it again and get the same unfavorable result.

As far as my recent experience goes, it was not the first time I have been on a bus that had to call in for back-up. So it does not seem to be a wierd, only happens once in a blue moon kind of thing.

Disney should have better rules in place as far as who is allowed on the bus, or the drivers need to be held accountable for following those rules. It should not be placed upon the guest to request an even earlier bus, just in case M.E. screws up.

They must have a set of standards in place. They should follow them.

 

[seashoreCM]

It would be the bus driver's fault if he did not check his manifest (guest list) to see who belongs on the bus.

Waiting half an hour let alone 40 minutes before seeking alternatives does not leave much slack time in case you have a problem at the airport. Actually I think that 15 to 20 minutes to get transportation after being left behind by the bus is a good standard, to be set by the guests.

 

[Tara]

I think I know what the problem was. There was a thread a couple weeks ago about someone staying at the GF on Dec 11 who missed their bus because they didn't arrive early enough to check their luggage. They managed to get on the next bus and bumped someone else. I think we just found out who they bumped.

I have no idea how to put in a link but the thread title was something like "Magical Express did not get us home" (which wasn't true).

Omigosh, I wonder if that was it! "When threads collide!!"

 

[hsmamato2]

 

[dawnmommy]

IWaiting half an hour let alone 40 minutes before seeking alternatives does not leave much slack time in case you have a problem at the airport. Actually I think that 15 to 20 minutes to get transportation after being left behind by the bus is a good standard, to be set by the guests.

we knew our timing and knew when to insist on a taxi. we made our flight fine. I started probably at the 25-30 minute mark and we were pulling away in a taxi at the 40 minute mark, and I could see still no other bus.

Magical Express = not very magical, but the staff at the GF was nice. It isn't Disney's fault that some other missed their ME bus, but I do wish they handled the overflow much better. Then again, transportation was a mess all week (resort monorail, yikes) so maybe my expectations were too high.

UPDATE - ok wow, I just read that other thread. that poster doesn't say what time on Saturday the 11th they bumped other families, but it sure sounds identical to what happened to us.

Now that I know it is another disboard family, I'll refrain from commenting on their behavior, as I don't want this thread locked.

I just wanted Disney to have a darn plan for these situations.

We're adults, we can take care of ourselves, we didn't passively wait around and miss our flight. We insisted on a taxi and the GF staff nicely complied. It didn't ruin our trip, but it probably means (combined with the monorail issues) that we will rent a car next time (and renting a car leads to my dh wanting to rent a condo at Bonnet Creek...)

we still loved Disney World!!

 

[dudspizza]

Omigosh, I wonder if that was it! "When threads collide!!"

WOW! I was one of the first to nail the person who started the other thread... as soon as I saw the title of this thread I wondered we were reading the opinion of the family that got denied boarding so the other family could board.

OP, I am so sorry this happened to you. I'm glad you had a chance to read the thread that is linked here... you did everything right and were a victim of another rude guest, not ME making a mistake..... I wish you the best.

Duds

 

[DISdreamin']

UPDATE - ok wow, I just read that other thread. that poster doesn't say what time on Saturday the 11th they bumped other families, but it sure sounds identical to what happened to us.

Were I you, I would be thanking my lucky stars that I DIDN'T get on that bus! Honestly, it sounds like a blessing in disguise, although I'm sure it didn't feel that way at the time.

Me, I'd gladly suffer the wait and stress rather than ride ME to the airport with an entire family doing the technicolor yawn. I'm glad your story had a happy ending and that you made your flight and all was well. Can you imagine bringing home a nasty stomach bug as a souvie?!

 

[Mkrop]

I think I know what the problem was. There was a thread a couple weeks ago about someone staying at the GF on Dec 11 who missed their bus because they didn't arrive early enough to check their luggage. They managed to get on the next bus and bumped someone else. I think we just found out who they bumped.

I have no idea how to put in a link but the thread title was something like "Magical Express did not get us home" (which wasn't true).

I immediately thought of that thread as soon as I read the date that this poor OP got bumped.

Our ME bus driver was driving a Cruise Line bus and did not bother to make an announcement so a million people were asking if they were on the right bus.

And I will agree OP that the resort monorails were an absolute mess. We were at BLT the same week. We were late for several things and we know to give plenty of travel time. We were stuck at the Poly for 20 minutes while they dealt with door issues. A driver was in the car with us and said the problem was the cold weather. The door sensors were saying the doors were not closed and would not let the monorail proceed. Yet the doors were closed just fine. We aslo came out one morning to go to AK and the monorail was down and they had tons of buses lined up at CR to transport people to the other resorts, TTC and MK. It took the AK bus a longer time to pull up.

 

[goofy4tink]

This is the second time I can say that I have seen a post about a situation where the 'offending' person was another DISer!!! I am very careful about what I post now.
That bus was there very early...they seldom arrive more than 5 mins before their departure time. It shouldn't (at least this is what they count on) take more than 5-8 mins to load the bags, if any, and guests onto the bus. This is why we tell guests to be there 15 mins before stated time. I have arrived at the bus stop about 25 mins before my departure time and watched as another bus drives up, loads passengers, and leaves. Not my bus but the previous one. I was asked if I wanted to board that bus since there was plenty of room for me. Nope, I would rather sit at BC vs MCO for that 20 mins. My bus came along about 15 mins later. My bus was a wee bit early, the previous bus was a wee bit late. It happens. I have never seen a bus arrive 20 mins early though. That would mean that the bus now has to sit there until the original departure time comes since guests aren't going to realize that the bus is sitting there, early. And it sure as heck wouldn't be fair for the bus to leave before that stated departure time.


You know...I also had to wonder about the similarities of those two experiences. I can't imagine how I would feel if my behaviour negatively impacted another person's....and to have it be another DISer??? Oh my. I would be mortified. Now everyone would realize my faux pas!!
I remember one time my friend was posting her WDW trip report. She talked about a situation at Tuttu...well, Alfredo's at that time. There was a child who was really acting out and it seemed that the parents were oblivious to it, but the surrounding tables had people making comments and such. Well..turns out..it was a DIS family and their child. That mom wasn't any too happy to see herself portrayed as an 'oblivious and uncaring parent' on the DIS in a trip report. Best to be careful about what and how we post.

 

[dawnmommy]

ok, I did find our Magical Express paperwork. The bus was scheduled for 11:25, not 11:35am. we walked out of room just before 11. I guess a 5 minute walk or so? the bus pulled up about 5 minutes after we arrived and it was there for a good 10-15 minutes. I didn't notice any families other than our 3 trying to get on the bus and being told we couldn't. The bus arrived pretty darn full. The party that bumped us had maybe 8 -10 people? a lot. We were a party of 4. the other two parties had 2 people each, I believe. no other kids except our two.

so I guess the bus was a few minutes early? I'm not sure. but not by much, and there weren't other people waiting for an earlier bus, or they would have been there before us. Just the one very large family with a gazillion bags.

anyway the GF was good to us even if Magical Express didn't work out. I wasn't going to delay the bus and all passengers by arguing with the driver, I handled with the GF once the promised overflow bus was a no show.

glad I wasn't on a bus with a puking child. all those poor passengers.

 

[goofy4tink]

ok, I did find our Magical Express paperwork. The bus was scheduled for 11:25, not 11:35am. we walked out of room just before 11. I guess a 5 minute walk or so? the bus pulled up about 5 minutes after we arrived and it was there for a good 10-15 minutes. I didn't notice any families other than our 3 trying to get on the bus and being told we couldn't. The bus arrived pretty darn full. The party that bumped us had maybe 8 -10 people? a lot. We were a party of 4. the other two parties had 2 people each, I believe. no other kids except our two.

so I guess the bus was a few minutes early? I'm not sure. but not by much, and there weren't other people waiting for an earlier bus, or they would have been there before us. Just the one very large family with a gazillion bags.

anyway the GF was good to us even if Magical Express didn't work out. I wasn't going to delay the bus and all passengers by arguing with the driver, I handled with the GF once the promised overflow bus was a no show.

glad I wasn't on a bus with a puking child. all those poor passengers.

Okay...that makes more sense then. The drivers know how many people they have for each bus. That driver should have explained that he couldn't displace 3 other families because this one family had messed up. Now, if the driver had gone up to the valet desk and explained what had happened and asked the valet people to call for some cabs or towncars for the now displaced guests, then fine, go ahead and allow the late and sick guests to board the bus. But that driver should not have left your family and the other two families standing there..with no alternatives. That was decidedly unmagical!! The driver was wrong. I would be sending a letter and an email to both the GF and to Mears. I wouldn't be trying to 'get' something out of it..but trying to make sure this didn't happen to another family!!!