Magical Express Recent Experience

[Kimrlav]

Dear Friends,

Just wanted to provide some information on a recent experience with using Magical Express service from the BoardWalk Resort to MCO Airport. Yesterday, I was waiting patiently waiting for my pick-up time (5:15 pm) and arrived the designated spot 15 minutes earlier. I was the only guest being picked up at the resort. At 5:45 pm, I went to the Guest Services Desk to inquire about the delay with the bus. The first thing the cast member said to me "Were you late for your pick-up?" I was upset with this question and stated that the valet and bell service cast members could attest to my presence at the pick-up area at the designated time. At this point, a cast member called Magical Express and they stated since I was only one person, maybe the bus driver skipped the resort. So, they state that they are sending the bus picking up guests at the Beach Club and should arrive in 20 minutes -- at this point, fine -- as long as a bus is going to come. I had only carry on luggage and TSA precheck, so should still make the flight. Well, another 30 minutes and still no Magical Express bus. At this point, I return to the cast member and she states that she will call again and another bus will come. Finally, the valet and bell service cast members speak to a bus just dropping off guest about the next bus. The bus driver was on an empty bus return, so took me to the airport, because of the valet services, but it was uncomfortable. The manager cast member made me feel like I was complaining and stated when there is only one person "this sometimes happens that a guest is not picked -up" Needless to say, I was very disappointed with the response from the front desk manager cast member -- even valet and bell services stated that after 45 minutes - waiting for an hour -- I should have received a voucher for a free taxi.

Yes, I did make my flight but only because traffic was light to the airport -- did not need to check luggage and had TSA pre-check for security.

I wanted to save some money and use Magical Express while a part of the resort stay benefits. I have another stay coming up in the middle of October and considering using a car service -- but would rather use those funds for souvenirs.

Has this happened to anyone else? What was the cast members response and how was the situation handled and resolved?

 

[KPeterso]

Wow - I would be so upset. As I recall in March, I was the only one at my DME pick up in March and I was picked up right on time. It should not be the driver's choice to skip a pick up if there is only one person. That just seems crazy.

 

[bookgirl2632]

I have a trip on October and signed up for the Magical Express both ways. I’m now planning on only taking it from the airport. When we depart, I’m going to get an Uber. Not only do I want to have control over when I arrive at the airport, but I also don’t want to lug my bags up two flights to check them. I’ll go to the front desk and cancel my return trip when we are there.

 

[tjmw2727]

I have used DME solo many times and never had an issue, I have also been a party of 2 when we were the only party scheduled. Sorry this happened and I agree someone at the resort should have comped you ride!

We returned Wednesday and used DME, waited about 5 minutes for a bus on the inbound and were the 4th stop but it went pretty quick as 2 of the stops were YC/BC. Outbound the bus was on time but scheduled extremely early - 7:55 for an 11:20 flight! I (wrongly) assumed we would be touring a few wdw resorts but we only stopped once prior to heading the to the airport.

With that early a pick up time my daughters and I went back and forth a few times deciding if a rideshare was the better option, we have tsa pre but we were checking bags. We went with DME to save the $ and hassle of rideshare right now. I will say that in "normal/non-covid" times we would have definitely opted for rideshare but we decided to avoid the risk of not having a car that could take us and luggage in time.

 

[a1tinkfans]

Never had that type experience OP. You were treated rudely atop of failed service by Disney. I realize they re dropping the service but I’d still drop a note and explain exactly what happened and if names known, state them.
A little pro-active, Kind response by the first person you reached out too should have resolved the Issue. If nothing else, you may feel better about it and let them know you are returning and hope Not to have a repeat of the Disney debacle.
glad you made ur flight and hope the rest of ur visit was a good one.

 

[Kimrlav]

Never had that type experience OP. You were treated rudely atop of failed service by Disney. I realize they re dropping the service but I’d still drop a note and explain exactly what happened and if names known, state them.
A little pro-active, Kind response by the first person you reached out too should have resolved the Issue. If nothing else, you may feel better about it and let them know you are returning and hope Not to have a repeat of the Disney debacle.
glad you made ur flight and hope the rest of ur visit was a good one.

I have submitted my experience to Magical Express and Boardwalk Inn. And yes, a non-accusatory response from the cast member instead of "you were late for the pick-up" and follow-up after the second 15 minutes of waiting would have made me feel much better about the incident. I just felt the manager should have come out to make sure the bus arrived, being solo I did not want to leave the ME pick-up area in case the lost, and late bus arrived. I understand sometimes things just happen, but it was a stressful situation.

Yes, it was an enjoyable, great visit and I received excellent service throughout my vacation. It is unfortunate that the last interactions were negative.

 

[Cheburashka]

If you haven't done so and are still upset, I would call Guest Services and complain about what happened to an actual Disney rep on the phone. I wouldn't focus on being "accused" of being late, as most guests who miss pick-up were probably there late, so the manager asked to rule that out. (If the manager wouldn't take your word for being there on time, that would be another story, but that doesn't seem to be the case here.) The failure of an efficient follow-up bus or taxi to get you promptly to the airport was a definite failure of customer service. Sometimes getting an acknowledgement of responsibility and an apology can make you feel better.

 

[Queen_Riviera]

Thanks so much for sharing. I will plan on an Uber. Time is of the essence on a Disney trip.
On a side note: Disney shouldn’t be stranding women and forcing the need for a last minute Uber / car service. I have single traveling friends who won’t use these transportation types because of safety concerns. They typically depend on Disney to get them to and from the airport safely or another more monitored option.

 

[LarryBoy]

I may be out of the loop but I thought that Magical Express had gone away.

 

[Marionnette]

I may be out of the loop but I thought that Magical Express had gone away.

It's still around until Jan. 1, 2022

 

[Kimrlav]

Thanks so much for sharing. I will plan on an Uber. Time is of the essence on a Disney trip.
On a side note: Disney shouldn’t be stranding women and forcing the need for a last minute Uber / car service. I have single traveling friends who won’t use these transportation types because of safety concerns. They typically depend on Disney to get them to and from the airport safely or another more monitored option.

Thank you for the response.

Sometimes, I travel back solo to the airport and as a female feel safer on Disney/group transportation. As a single female, I would feel nervous taking an uber or taxi back to the airport by myself. I did feel uncomfortable getting on the bus - talked to a friend on my cell for the duration of the ride, when realized would be the only guest returning to the airport with the driver. Luckily everything was fine, but nervous about using the service for a return to the airport on my next trip.

 

[notatallmagic]

We had a poor airport return experience this summer, with the Magical Express bus at least 45 minutes late. We did have a bag to check; but have TSA pre-check. If our flight had not been delayed (that happened after we arrived at the airport) we would have missed our flight. It was a horrible, stressful way to end our trip. The driver made a comment about being late, but didn't apologize, and the bus was full of people that I had to assume were likely to miss flights.

And I get the discomfort with Uber/taxi's a a solo traveler. NO way.

 

[LarryBoy]

It's still around until Jan. 1, 2022

Well of course, we're flying down in late January.

 

[Kimrlav]

We had a poor airport return experience this summer, with the Magical Express bus at least 45 minutes late. We did have a bag to check; but have TSA pre-check. If our flight had not been delayed (that happened after we arrived at the airport) we would have missed our flight. It was a horrible, stressful way to end our trip. The driver made a comment about being late, but didn't apologize, and the bus was full of people that I had to assume were likely to miss flights.

And I get the discomfort with Uber/taxi's a a solo traveler. NO way.

Thank you for sharing your experience.

I am glad you made your flight. ME built the service on guests making their flights, due to reliable, safe transportation with ample time to check bags, proceed through security, and make it to your gate on time. Of course, when RAC was available guest could check bags at their resort.

I was lucky that I made my flight, but it was stressful ending to a great vacation. But, it make me nervous for the next time later this month.

 

[JStarr]

It's still around until Jan. 1, 2022

Are they replacing it with something else? Have a hard time believing they won't have an option for so many hotel guests. Though, I was surprised to see so many Meers and other private bus companies running park routes when we were there a few weeks ago.

 

[Marionnette]

Are they replacing it with something else? Have a hard time believing they won't have an option for so many hotel guests. Though, I was surprised to see so many Meers and other private bus companies running park routes when we were there a few weeks ago.

Disney is not replacing DME. It will be gone. Guests will be on their own for getting between MCO and their resort. Mears operated DME under a contract with Disney. They are offering their own service, which guests will have to book themselves.

 

[Simba's Mom]

Wow! You make me so glad that on my last 2 solo trips, I spent the money and used Uber. I did that primarily because I was flying Southwest, and it's a very long way from the DME area to Southwest-especially when walking is a challenge.