Magical Express Question

[Lewisc]

Ed--The original plan/intent was to hold the luggage at MCO until the guest checked in at the DME desk. This would make it easier to return luggage if the guest never arrived at MCO This would occur if the passenger never cleared standby, but their luggage arrived or if the passenger was bumped and canceled their trip. Luggage isn't always pulled off the plane when a passenger doesn't fly. This explanation was contained in a FAQ in the Disneymeetings website. This isn't gossip.

There is no evidence Disney ever implemented this plan/procedure. It's probably extremely rare for luggage to arrive for a passenger that never arrives at MCO. Probably not worth the effort it would take to hold bags for an occurance that's so rare that it may never happen. Those few passengers may have a delay getting their bags shipped back to their home airport.

Disney could "take charge" of luggage and still hold it in the processing center until a guest checks in. I agree Disney isn't doing this. I agree it's not worth the labor it would take to do this.

No, that statement is wrong and is completely false. The luggage was moved to Disney immediately after it was processed. There was no waiting for someone to sign in at the Welcome Center before the luggage was moved and that was not the original intent. By contract, Disney took responsibility of the luggage when it was separated from the luggage coming off the plane and it went straight to the Disney processing center and than on to Disney. That statement is what I consider gossip and shouldn't be passed on from another post.

 

[clkelley]

Another thing that is being ignored. It states right on the luggage tags (paraphrasing) "If you are not utilizing the DME service, do not put these tags on your bags"

 

[Edd]

Lewis,

There could have been no intent when the contract was signed that Disney would be responsible for the luggage once split off from the regular trail. The luggage would than go into the track to the resort. There was no way the luggage would be held until someone showed up at the Welcome Center. There was no software set up to even support that procedure.

If there was any intent and never put to use, than there is no reason why any of us would have heard about it anyway. Like I said before, that statement is gossip, not backed by any supporting statements from credible officials. I don't think FAQ's are official statements.

I am trying to get someone to give me a tour of the luggage process because after talking with Continental officials I am beginning to doubt whether luggage is scanned like it has been described by some people at OIA and Disney, even on the boards. With those Disney tags you don't need a whole bunch of scanning equipment to get the job done. I think a lot of the work is done by hand, but don't really know for sure. Maybe I can find out.

 

[Tara8595]

Can't you guys just agree to answer this frequent question with:

"Yes you can; but you're not really supposed to." And let it go?

 

[CleveRocks]

Can't you guys just agree to answer this frequent question with:

"Yes you can; but you're not really supposed to." And let it go?

No can do. College basketball just ended and the football season is more than 4 months away. Due to these factors, Edd has a lot of time on his hands.

 

[Tara8595]

There's always baseball.

 

[Edd]

I could answer that question with "Yes. you can," but I am not sure "but you are not really supposed to" applies. I get two different stories. One from Disney and Disboarders and the other from OIA officials, who love the idea of luggage transfer by Disney. So I am basically neutral. So I say, you can do what you want without penalty.

Eric,

It is now baseball season. I watch baseball also so I am still busy. Yankees and Boston tonight.

 

[Lewisc]

You have conversations with people who work at the airport and then post. That's gossip. It's probably accurate and it may be interesting but it's gossip.

A company posts a FAQ in the form of a Q and A. That's not gossip. That represents what at least one part of the company intended to be policy at at least one point in time. The fact is Disney told guests luggage would be held at MCO until they checked in. They gave a reason, to handle those circumstances in which the luggage arrived but the passenger stayed behind.

I'll speculate that once Disney determined how much labor, and computer programming, it would require to implement that policy Disney changed its mind.

I'll speculate that MCO is counting on that luggage delivery and remote luggage check will relieve some of the pressures on the airport. That will make it difficult for Disney to charge for luggage handling.

I do wonder what happens if my luggage doesn't make it to MCO. When does Disney check with the airline and file a claim? Do they wait until the end of the day, when the guest calls to complain? Do they have a system to see a bag is missing and file earlier?

Lewis,

There could have been no intent when the contract was signed that Disney would be responsible for the luggage once split off from the regular trail. The luggage would than go into the track to the resort. There was no way the luggage would be held until someone showed up at the Welcome Center. There was no software set up to even support that procedure.

If there was any intent and never put to use, than there is no reason why any of us would have heard about it anyway. Like I said before, that statement is gossip, not backed by any supporting statements from credible officials. I don't think FAQ's are official statements.

I am trying to get someone to give me a tour of the luggage process because after talking with Continental officials I am beginning to doubt whether luggage is scanned like it has been described by some people at OIA and Disney, even on the boards. With those Disney tags you don't need a whole bunch of scanning equipment to get the job done. I think a lot of the work is done by hand, but don't really know for sure. Maybe I can find out.

 

[CarolA]

I do wonder what happens if my luggage doesn't make it to MCO. When does Disney check with the airline and file a claim? Do they wait until the end of the day, when the guest calls to complain? Do they have a system to see a bag is missing and file earlier?

Well as someone who has booked ME, checked luggage and not taken ME... I am 100% sure they don't contact the guest to see what happened to the luggage. They didn't get it to deliver and they don't seem to care.

And if they wait until the end of the day, when the guest calls to complain then it could be well past the four hour cutoff set by most airlines..... (And contrary to Edd's view airlines can and do enforce those rules)

 

[seashoreCM]

The intent to hold the luggage at the airport pending guest check in at the DME welcoming area could have been there but swept aside before day 1 of DME. Especially given the cost of imagineering the software and the other reasons stated above.

Somewhere there is an at least unwritten rule that removing luggage from the airport without the owner's permission is a no-no. But the contract between Disney and MCO regarding immediately taking charge of yellow tagged luggage must cover Disney regarding this. About the only aggrieved passengers would be those who failed to take the yellow tags off of their luggage before going home and on some future trip the luggage somehow ended up at MCO, possibly misdirected, and was immediately whisked to Disney where it sat in limbo while the frustrated passenger filed a claim possibly at a different destination airport and the airline employees looked in vain through their unclaimed luggage piles.

 

[Lewisc]

Some airlines, including SW, will send checked luggage even if the passenger doesn't clear standby. It's possible a few passengers will never clear standby and will cancel their trip.

A passenger may be bumped, or accept a bump, without the airline pulling his luggage. That passenger may decide to cancel his trip.

A passenger checks his luggage early and the airline transports the luggage on an earlier flight. For a variety of reasons, including weather, that passenger never makes it to WDW but his luggage does.

I agree all 3 circumstances are rare but the current system would require those bags go from WDW to MCO. My guess is those guests would have to wait an extra day before their bags would show up in their home airport.

Holding the bags in MCO would make it easier for Disney to transfer those bags back to the airline.

Again those circumstances are probably so rare that there isn't any reason to hold the bags at MCO. My guess is common sense prevailed.

100% of all checked bags are screened, by hand or by machine. There is no longer a rule that requires checked bags be carried on the same flight as the passenger.

About the only aggrieved passengers would be those who failed to take the yellow tags off of their luggage before going home and on some future trip the luggage somehow ended up at MCO, possibly misdirected, and was immediately whisked to Disney where it sat in limbo while the frustrated passenger filed a claim possibly at a different destination airport and the airline employees looked in vain through their unclaimed luggage piles.

 

[Edd]

Lewis,

CM's told guests luggage would be held at MCO until passengers checked in at the Welcome Center. Most passengers didn't talk to CM's, they just followed the instructions and I would assume never knew what the CM's had to say. Some of those passengers found out you can transfer luggage without using the DME and reported that to the businesses that they preferred. Car rental, car service or taxi.

Fact is the luggage was moved from the plane, separated at Delta cargo and sent to Disney in one swift movement. This process was already planned before DME started. There was no software available to luggage handlers that signaled the guest had arrived and no luggage signal back to the welcome center that luggage had arrived. Disney and the airport knew the process, so somewhere along the way talk bent the information into information that suggested you have to take the DME to get your luggage, via luggage transfer, to the resort. The real process was argued not to be true by many, after DME started.

I was told the 4 hour limit, Which I have not found to be very credible, but maybe exists on certain claims, on passenger claims do not apply to luggage which is transferred on the DME, by the Super, CM. Disney has special arrangements with the airlines in that case. Disney can turn in a claim anytime and the airlines will follow through on it. Of course, the guest has to submit the claim to Disney along with the baggage claim numbers. Disney probably has a track on all the luggage delivered to them.

Why doesn't someone put out a link, that would make that claim a little more credible, to that special piece of information that I think is non-existent. I would like to read it.

 

[Lewisc]

It wasn't just CM, that information was contained in Disneys website. I'll speculate Disney decided it wasn't worth the time, and programming, it would take to hold and then release luggage as guests check in at the DME desk.

The 4 hour rule is contained in the CoC. You asked for a link
http://www.southwest.com/travel_center/coc.pdf

This is a "cut and paste" from SW

In the case of loss of, damage to, or delay in delivery of baggage, no claim will be
entertained by Carrier unless preliminary notification of such claim is first presented to
Carrier within four (4) hours after arrival of the flight on which the loss, damage, or delay is
alleged to have occurred.

Disney may have negotiated an exception with the airlines but it's not clear what my rights are if I don't notify Disney as to how many bags I checked.

Disney may very well assume liability, if the airline doesn't. Will Disney accept liability if I call the next day and say I checked 4 bags but didn't check in at the DME desk?

Lewis,

CM's told guests luggage would be held at MCO until passengers checked in at the Welcome Center. Most passengers didn't talk to CM's, they just followed the instructions and I would assume never knew what the CM's had to say. Some of those passengers found out you can transfer luggage without using the DME and reported that to the businesses that they preferred. Car rental, car service or taxi.

Fact is the luggage was moved from the plane, separated at Delta cargo and sent to Disney in one swift movement. This process was already planned before DME started. There was no software available to luggage handlers that signaled the guest had arrived and no luggage signal back to the welcome center that luggage had arrived. Disney and the airport knew the process, so somewhere along the way talk bent the information into information that suggested you have to take the DME to get your luggage, via luggage transfer, to the resort. The real process was argued not to be true by many, after DME started.

I was told the 4 hour limit, Which I have not found to be very credible, but maybe exists on certain claims, on passenger claims do not apply to luggage which is transferred on the DME, by the Super, CM. Disney has special arrangements with the airlines in that case. Disney can turn in a claim anytime and the airlines will follow through on it. Of course, the guest has to submit the claim to Disney along with the baggage claim numbers. Disney probably has a track on all the luggage delivered to them.

Why doesn't someone put out a link, that would make that claim a little more credible, to that special piece of information that I think is non-existent. I would like to read it.

 

[Edd]

If you don't think Disney has negotiated an exception to that rule so it fits in with the DME, you would have to be crazy. I can't confirm that, other than the fact I was told that by the Super CM. I firmly believe that is the case, Disney has negotiated with the airlines.

In my opinion I would never put that worry in my head if I was traveling to Disney, Orlando. To many other things you have to keep up with. It is just a ruse by some people to keep others confused or convinced.

If you checked 4 bags and gave Disney the claim numbers, at the resort, they would probably find them. They certainly do when you walk up to the desk and say I didn't put tags on 4 bags, here are my claim numbers, and I would like Disney to find them.

 

[goofy4tink]

My one concern is still this....you check 4 bags at Logan in Boston. However, one of those 4 bags gets put on a plane to Omaha, not Orlando. So...you get to MCO, you hop in your private towncar, secure in the knowledge that your yellow tagged bags are going to be picked up by DME and delivered right to your resort room. You get to your resort, you checkin. You understand that you shouldn't expect your bags in your room for 3 hrs or so. So..you go off for the day, happy to finally be on vacation in the happiest place on earth.
You return to your resort, 8 hrs later, tired, yet happy. You go into your room and see 2 bags in the room! You call Bell Services, they tell you that there are no undelivered bags there. So...now you have a problem.
My question is this....will Disney now take responsibility for tracking that bag? And, will the airlines have an issue with it being more than 10 hrs after the flight? And, by the time Disney starts tracking it, it could very well be much later.
That is my only concern with not using DME as Disney has said it to be used. Of course, the exact same thing can happen if you ride the bus, but at least Disney has an idea how many bags you have checked. Not sure if that will make any difference though.

 

[Horace Horsecollar]

Disney may have negotiated an exception with the airlines but it's not clear what my rights are if I don't notify Disney as to how many bags I checked.

Disney may very well assume liability, if the airline doesn't. Will Disney accept liability if I call the next day and say I checked 4 bags but didn't check in at the DME desk?

I agree with Lewisc's concern.

According to the Terms and Conditions in the Magical Express booklet that's mailed several weeks before travel, Disney provides exactly the same liability for loss as the airlines. In fact, the paragraph even starts off, "Consistent with airline baggage policies, Disney's liability for loss or damage..." In other words, if luggage is lost or damaged, the Magical Express passenger files a claim with Disney, not with the airline.

That booklet assumes that guests will be using Magical Express transportation and will thus check in at the Magical Express counter after landing. The CM asks if you used the yellow tags and how many bags you checked with your airline. It would be a no-brainer for the Magical Express computer system to flag instances then Disney doesn't get the bags from the airline in a timely manner.

How Disney works things out with the airline (including when Disney files a claim and whether Disney or the airline ultimately pays for any loss or damage) is of no concern to the Magical Express passenger -- as long as Disney takes responsibility, as they state in writing.

The legitimate question that people on this board are asking is what happens when Disney is unaware of the luggage because the guest never checked in at the Magical Express counter and did not use Magical Express transportation -- and then the guest reports lost luggage many hours later or the next day. From Disney's perspective, the guest did not use Magical Express (the guest never checked in and Disney never received yellow-tagged bags from the airline for that guest). From the airline's perspective, the time to file a claim has passed.

 

[CarolA]

I agree with Lewisc's concern.

According to the Terms and Conditions in the Magical Express booklet that's mailed several weeks before travel, Disney provides exactly the same liability for loss as the airlines. In fact, the paragraph even starts off, "Consistent with airline baggage policies, Disney's liability for loss or damage..." In other words, if luggage is lost or damaged, the Magical Express passenger files a claim with Disney, not with the airline.

That booklet assumes that guests will be using Magical Express transportation and will thus check in at the Magical Express counter after landing. The CM asks if you used the yellow tags and how many bags you checked with your airline. It would be a no-brainer for the Magical Express computer system to flag instances then Disney doesn't get the bags from the airline in a timely manner.

How Disney works things out with the airline (including when Disney files a claim and whether Disney or the airline ultimately pays for any loss or damage) is of no concern to the Magical Express passenger -- as long as Disney takes responsibility, as they state in writing.

The legitimate question that people on this board are asking is what happens when Disney is unaware of the luggage because the guest never checked in at the Magical Express counter and did not use Magical Express transportation -- and then the guest reports lost luggage many hours later or the next day. From Disney's perspective, the guest did not use Magical Express (the guest never checked in and Disney never received yellow-tagged bags from the airline for that guest). From the airline's perspective, the time to file a claim has passed.

Call Edd and he will deal with it for you???

 

[Edd]

I would think that if you called the front desk and gave your claim numbers to the front desk they would have a track on them if they came through the DME process. I have been told by several posts in the past that there are 5 scans on the luggage before it gets to your room. I have always doubted that, but in my travels have not proved it to be wrong.

All Disney has to do is to follow the track of the luggage whether you ride the busses or not. I have not heard of any guest being turned down that type of service because they did not ride the bus and Disney has never claimed they would turn down that ty0pe of service. The fact that you have 4 pieces of luggage and only 2 showed up would give credability to your claim. They other two pieces could have gone to another resort and not returned yet. I am sure if Disney found your luggage in their tracking they would find your luggage. I am also sure if the claim numbers are not in the Disney tracking there would need to be extra explanations before the search is continued. If it is credible information Disney could continue the search through the airlines who just may be waiting for the inquiry, because they have bags that are unclaimed they may or have an idea that it should have gone to Disney.

Horace, to ride the DME you have to have a reservation. Why would Disney question anything if you have a reservation. Disney has the luggage count in their computer from the bags scanned at the beginning of the process. Information is on the tag about your reservation.

You are just trying to set the record that you cannot ride the DME and get your bags to Disney safely, That is not true. If the CM's asked for every claim number of the bags at the welcome center it would be a no-brainer to match up the bags with the luggage transfer. However, the CM's do not ask for the luggage claim number unless they are going up to hunt up a bag for the guest.

 

[Horace Horsecollar]

I would think that if you called the front desk and gave your claim numbers to the front desk they would have a track on them if they came through the DME process. I have been told by several posts in the past that there are 5 scans on the luggage before it gets to your room. I have always doubted that, but in my travels have not proved it to be wrong.

Mr. and Mrs. Guest check a yellow-tagged bag at the airport in Billings, Montana. They board the plane, connect in Salt Lake City and Atlanta, and eventually get to Orlando. After landing, they rent a car and head to WDW. By bedtime, DME has not delivered the bag to the room.

Disney never scanned the bag because it never arrived at Orlando International. It could be on the other side of the world, and it might never come back. It could have fallen off the baggage truck at one of the airports into a retention pond (though that particular scenario is very unlikely). It could have gone to baggage claim in Salt Lake City, where a dishonest person took it, hoping that there might be something of value inside.

Horace, to ride the DME you have to have a reservation. Why would Disney question anything if you have a reservation. Disney has the luggage count in their computer from the bags scanned at the beginning of the process. Information is on the tag about your reservation.

Actually, Disney doesn't have people in Billings and other airports around the world scanning yellow tags. So Disney doesn't have anything in their computer for bags that never make it to Orlando.

The explanation that there are "5 scans on the luggage" explains that Disney has a sophisticated system to track bags once Disney takes control of luggage.

Edd, You hurt your credibility when you write things that are not true or that don't apply to the circumstances.

 

[Horace Horsecollar]

If the CM's asked for every claim number of the bags at the welcome center it would be a no-brainer to match up the bags with the luggage transfer. However, the CM's do not ask for the luggage claim number unless they are going up to hunt up a bag for the guest.

Edd, You're hurting your credibility again.

The CM at the DME counter asks the guest for the quantity of yellow-tagged bags.

Let's suppose I tell the DME CM that my family has four bags. The DME computer system now expects four bags. As the bar-coded yellow tags are scanned, the system accounts for the four bags. If one or more bags have not been scanned in timely manner, there is a potential problem. There is no reason to deal with actual claim numbers unless I never received yellow tags or unless Disney asks me for the claim number to track a problem.