Magical Express problems with accessibility

[loadsapixiedust]

We have had several poor experiences with Magical Express. More than once we have had non-accessible coaches sent to pick us up despite requesting wheelchair access. On our last trip the wheelchair lift jammed on the coach that took us from MCO to our resort and our DS was trapped on the coach for some time while we waited outside in the blistering summer heat. On that same trip we had a coach with a non operational lift sent for our return pickup, the replacement coach was also non-accessible. We had to wait for an accessible cab to be called and were almost late to check in for our flight which meant we didn't have enough time to make our DS comfortable and attend to his medical needs before boarding our transatlantic flight home.

Are we just very unlucky or do others have similar experiences with the Magical Express service? As there don't seem to be many accessible transfer options we had hoped to use Magical Express again on our next trip. Is there anything we can do or anyone we could contact to try to ensure things go smoothly next time?

 

[jdb in AZ]

We have had several poor experiences with Magical Express. More than once we have had non-accessible coaches sent to pick us up despite requesting wheelchair access. On our last trip the wheelchair lift jammed on the coach that took us from MCO to our resort and our DS was trapped on the coach for some time while we waited outside in the blistering summer heat. On that same trip we had a coach with a non operational lift sent for our return pickup, the replacement coach was also non-accessible. We had to wait for an accessible cab to be called and were almost late to check in for our flight which meant we didn't have enough time to make our DS comfortable and attend to his medical needs before boarding our transatlantic flight home.

Are we just very unlucky or do others have similar experiences with the Magical Express service? As there don't seem to be many accessible transfer options we had hoped to use Magical Express again on our next trip. Is there anything we can do or anyone we could contact to try to ensure things go smoothly next time?

Sorry you've had so many problems. When grandma went to WDW with us, Magical Express provided a handicapped van for her and her wheelchair. DH and I went with her to keep her company, while dtr-in-law and her kids went on the regular DME bus.

 

[dclfun]

I've used DME extensively and have never had a problem, other than waiting one time at the airport for an accessible motorcoach. I think it's easier going from resort to airport as they know what time they'll be picking you up. I'm sorry you've had so much trouble!---Kathy

 

[SueM in MN]

We travel twice a year to WDW and have used DME pretty much every time since it started.
Many years ago, the bus sent for us on one trip back to the airport was not accessible. That one turned out to actually be the previous time’s bus, which was late. Our bus arrived a bit later and was accessible.

Several years ago, we had bus sent with a lift that was not working - a lever had broken off at the previous stop, so it was not something they knew ahead of time. The driver called for another accessible bus, one was dispatched for us and it arrived about 15 minutes later.

We just got back a week ago from our last trip. At the airport, coming to get to our resort, we had a long wait, but this may have been partly because we arrived at DME at close to 8 pm.
On our way back from the resort to the airport, we went to get onto the bus and found all the seats were full, so there was a spot to put DD’s wheelchair, but no seats for us because apparently some guests had gotten on an earlier bus. Some people put children on their laps and made room for our party to sit down. DH ended up standing the whole ride next to DD’s wheelchair.

 

[KerriL]

We are going to WDW next month. My Mom will be taking ME to our hotel alone. She needs a wheelchair/ECV for WDW and the casino but does not use one on a daily basis as she does not walk long distances and uses a cane. She has difficulty using stairs...going down is worse for her than climbing. Her balance is awful as well. Would an accessible ME bus be better? She won't have a wheelchair..just an ECV waiting at the resort.

 

[SueM in MN]

We are going to WDW next month. My Mom will be taking ME to our hotel alone. She needs a wheelchair/ECV for WDW and the casino but does not use one on a daily basis as she does not walk long distances and uses a cane. She has difficulty using stairs...going down is worse for her than climbing. Her balance is awful as well. Would an accessible ME bus be better? She won't have a wheelchair..just an ECV waiting at the resort.

This is a picture of the stairs going into the DME bus:

The stairs have good handrails and many people do use them.
If you don’t think she could manage the stairs, you can request a bus with a lift. Let them know she would need to use a wheelchair from the airport to get onto the bus. People do use airport wheelchairs to ride up the lift and then sit on a regular seat on the bus.
We get on the bus first at the airport since DD needs to use the lift to have her wheelchair loaded. We have seen a wheelchair stored in the luggage compartment when we have gotten onto the bus (so we know it is left on the bus and did not belong to another passenger).

 

[KerriL]

This is a picture of the stairs going into the DME bus:

The stairs have good handrails and many people do use them.
If you don’t think she could manage the stairs, you can request a bus with a lift. Let them know she would need to use a wheelchair from the airport to get onto the bus. People do use airport wheelchairs to ride up the lift and then sit on a regular seat on the bus.
We get on the bus first at the airport since DD needs to use the lift to have her wheelchair loaded. We have seen a wheelchair stored in the luggage compartment when we have gotten onto the bus (so we know it is left on the bus and did not belong to another passenger).

Thanks for the quick reply!! That sounds like it would work well for her. Still tossing around the idea of a towncar as well. But good to know that DME is an option.

 

[HowdyHeidi]

We used DME and did not even request a wheelchair bus as we didn't know if we would have it in time for our trip. We decided to have them stow the wheelchair underneath the bus (unfolded) and carried DS3 onto the bus and propped him up on the seat. That worked well for us, but might not for another group as I carried DS and DH carried all our bags.

 

[popgfd]

DW uses the lift. On 2 separate occasions out of about 40 times (to and from the resort) the lift didn't work. At the airport we had to wait an extra 15 to 20 minutes for another bus with a working lift and a trained operator/driver. At Boardwalk Villas the reservation wasn't correct. The lead person for the valets immediately called for a van with a lift without hesitation and we got to the airport in plenty of time.

So there can be issues but the CM's and valets take action quickly and efficiently. Sorry you had difficulties but Disney personnel really are very helpful.

We'll be down there next Thursday for a couple of weeks with the other 21 members of our family.

Pop

 

[DuchessOnWheels]

loadsapixiedust, we seem to be as unlucky as you. But I'd rather have all the problems in the world while I'm at WDW than no problems at home!

I'm a para and use a manual w/c and have had unfortunate happenings with DME and buses on property. After two trips in a row not having an accessible bus show up, I give them a second call to confirm about an hour before our pick-up time. It has worked. Unfortunately you can't call from a plane, but we're trying it in January as soon as we step of the plane.

Two years ago at the airport the first bus did not have a lift. Then the second bus: the lift lowered, I got on, and - nothing! It broke right there. They called another bus but it had no lift. All the other passengers got on and we were told to wait for another bus. My sister-in-law asked (very loudly) "This will be our fourth bus. Are you SURE it will have a working lift?" The transportation manager came back in about 3-4 minutes and escorted us to a Town Car that took us straight to the resort.

Hopefully your future trips will go much smoother.

 

[seashoreCM]

You may want to reserve your Magical Express back to the airport 5 hours in advance of flight time (4 hours for U.S. domestic). This request for an earlier than normal bus needs to be made at least the morning of the day before checkout if not sooner and is always granted.

Suggest skipping the last at-Disney meal, if close to DME time, and using the extra time at the airport (if everything goes okay) for that meal.

Some folks having difficulty going down stairs may find it easier going down backwards (facing up the stairs).

 

[Cruelladeville]

I have also had difficulty with Magical Express. I use a cane because I have myotonia muscular dystrophy,and can't climb stairs, and when I asked to ride the lift up, I went thru 4 buses, and they made me use a wheelchair. I felt awful! Now I travel with a stool, and use it on the steps, so I walk up twice as many steps(each step is half as high for me). It takes awhile for me to get on to the bus, moving the stool up a step at a time, but it's better than having to sit in a wheelchair, or trying to get a bus to "kneel" for me. Developing a disability sure has shown me how poorly prepared Disney is for those of us who need help to navigate.