Not so 'magical' magic express

[Lewisc]

Bicker--There have already been cases in which Disney paid for a taxi when the DME bus, for the trip back to MCO, was delayed. The OP in this thread made a DME reservation, had writen confirmation but it couldn't be found in the system. Even then the reservation was found in about 30 minutes. I suspect this circumstance is rare and I'd hope Disney would find a way to transport those guests.

Part of the cost of running a business is the cost of providing for customer satisfacation when problems come up. If the paperwork looks reasonable transport the guest, if it doesn't let them pay to take Mears. If it turns out the person had a DME reservation repay them.

 

[goofy4tink]

I don't like the idea of supplementing a MEARS related problem by charging all guests--including many who drive their own vehicle to WDW to compensate the disenfranchised guest.

Rather MEARS should take those costs out of their profits to compensate any guest issues.

Anne

But I don't think it was a Mears employee who provided the 'less than magical' experience. According to those who have some knowledge, only the drivers are Mears employees. Those behind the counter are Disney employees. So, if someone has a less than magical experience because of the behind the counter person, then Disney should be made aware of it.
We are already paying, in some form or another, for this service. Just as those who don't ride one single bus while at WDW are still paying, somehow, for that bus. And I don't think anyone is going to complain about it. People just need to do their jobs correctly...ie the CM behind the counter. If, in fact, the CM's attitude was as reported here, then an adjustment is in order...an attitude adjustment that is!!! Not saying the customer is always right, or that there are never any customers out there who are trying to just walk up and get the free ride with no previous reservations, but if all is as it was reported, the customer did have a reservation and was treated poorly. It is not the customers fault the CM could not locate the reservation. I have arrived at the desk with no paperwork in hand (since I'm a dummy and packed it in my checked bags!!!) but they still found me in the system and I got on the bus. Yes, it took about 3 minutes longer but not a big deal.
There is never any reason for a customer to be treated rudely.

 

[bicker]

That's good to know Lewis. I still believe the costs associated with this special remediation are higher, but it sounds like they're already factored in. I agree with what I believe you alluded to -- that in this case the reservation was "lost" and then "found" within such a short period of time that no specific remediation was appropriate. That specific remediation should probably be reserved for cases where the reservation cannot be found at all.

 

[Edd]

Excuse me. How is a reservation lost or found in a computer. Did someone provide the wrong name or wrong number. That is the only way I think it can be lost and than it is not really lost. The reservation is there but not obtainable until the right codes, references, numbers or what have you is put in. There must have been negligence receiving or putting in the wrong information. It doesn't take a CM a second to look and check the reference put into the computer and correct it if need be, could the reference not been given to the CM right?

 

[CleveRocks]

DME is nothing more than Mears in a warm fuzzy bunny suit, and the sooner people understand that, the sooner the public will understand that there really is nothing magical about the service.

Frankly, Anne, I'm disappointed. Whenever I see your screenname at the top of a post, I'm prepared for a well-informed and well-thought out read. So your negative misinformation about DME, especially in light of Tyler's and Edd's earlier posts in this same thread, is surprising.

 

[Lewisc]

Lost may not be the correct word. The guest may have made a DME reservation but that reservation never got transferred to the DME computer system. The DME reservation was "lost" in that it didn't come up in the DME system. They may have had to verify that DME was reserved before they could transport the guests. I made a hotel reservation on the disney.com. For some reason CSR couldn't bring up my reservation. Evidently the computer systems don't always properly interface and transfer the information from one system to another.

It's certainly possible the CM made an error in entering the information into the computer. Considering the thousands of guests that use DME on a daily basis I'm surprised how few real complaints come up.

Excuse me. How is a reservation lost or found in a computer. Did someone provide the wrong name or wrong number. That is the only way I think it can be lost and than it is not really lost. The reservation is there but not obtainable until the right codes, references, numbers or what have you is put in. There must have been negligence receiving or putting in the wrong information. It doesn't take a CM a second to look and check the reference put into the computer and correct it if need be, could the reference not been given to the CM right?

 

[ducklite]

There is never any reason for a customer to be treated rudely.

I don't disagree with this. But wasn't it was the TA's responsibility to get the paperwork to the client, and unless I misread, the problem was that the client didn't have anything to back up the allegation that they had a reservation to begin with?

While there was no reason for them to be treated rudely, it's their own fault for missing a ADR that they booked too close to the estimated arraival time, and ZERO compensation should be offered.

And IMHO it's still Mears in a warm fuzzy suit.

Guests still have to stand in line to check in at the airport, still have to board a coach and make more than one stop, and still have to stand in line to check in on arrival. I just do'nt see that as being all so magical. My opinion.

Anne

 

[ducklite]

That's good to know Lewis. I still believe the costs associated with this special remediation are higher, but it sounds like they're already factored in. I agree with what I believe you alluded to -- that in this case the reservation was "lost" and then "found" within such a short period of time that no specific remediation was appropriate. That specific remediation should probably be reserved for cases where the reservation cannot be found at all.

I agree. In this case the party was transported and in a reasonable amoutn of time.

I'm not sure why the TA didn't make sure they had all the paperwork to begin with...

 

[jodifla]

I agree. In this case the party was transported and in a reasonable amoutn of time.

I'm not sure why the TA didn't make sure they had all the paperwork to begin with...

TA said they had their paperwork, and that Magical Express was on it. What else could they have done??

 

[Lewisc]

It was claimed the client had a reservation sheet that showed DME but didn't receive the DME package with the vouchers and yellow luggage tags. That was the TA's responsibility.

The "magical" part of DME is the yellow luggage tags. Guests don't have to wait at baggage claim, don't have to bother with luggage storage if the room isn't ready and don't have to be in the room for the luggage delivery.

All guests have to stand in line and check in at the resort. The DME counter sends a message to the resort so the DME guest is pre-assigned an available room. One could say those guests are ahead of other guests in line.

The average time from landing to arrival in the resort is around 70 minutes. That's about the same as a towncar, assuming a 20 minute wait for luggage.

Some guests may prefer the privacy and service of a car service. That doesn't change the fact that DME is nothing like the old Mears service.

Anne normally I agree with your posts but I doubt you've ever used DME and I'd be surprised if you used Mears. You have no basis for your opinion.

I don't disagree with this. But wasn't it was the TA's responsibility to get the paperwork to the client, and unless I misread, the problem was that the client didn't have anything to back up the allegation that they had a reservation to begin with?

While there was no reason for them to be treated rudely, it's their own fault for missing a ADR that they booked too close to the estimated arraival time, and ZERO compensation should be offered.

And IMHO it's still Mears in a warm fuzzy suit.

Guests still have to stand in line to check in at the airport, still have to board a coach and make more than one stop, and still have to stand in line to check in on arrival. I just do'nt see that as being all so magical. My opinion.

Anne

 

[Edd]

I think anyone who wants to compare the Mears shuttle with the DME ought to be take one trip in each system. Disney outdoes Mears in the employees, the hospitality, the comfort, the convenience and the service that is provided. Disney five stars to Mears none for that type of transportation.

Anyone who wants better service, one step up, than what Disney can provide. Check out some of the car service companies that offer more than just a bus ride.

 

[Chip 'n Dale Express]

I think anyone who wants to compare the Mears shuttle with the DME ought to be take one trip in each system. Disney outdoes Mears in the employees, the hospitality, the comfort, the convenience and the service that is provided. Disney five stars to Mears none for that type of transportation.

*GASP* Are you actually praising DME?

*checks outside for flying pigs*

 

[Edd]

No, I am comparing the two services, DME and Mears Shuttle. Like night and day. Am I allowed to do that?

 

[Chip 'n Dale Express]

By all means!

 

[goofy4tink]

I don't disagree with this. But wasn't it was the TA's responsibility to get the paperwork to the client, and unless I misread, the problem was that the client didn't have anything to back up the allegation that they had a reservation to begin with?

While there was no reason for them to be treated rudely, it's their own fault for missing a ADR that they booked too close to the estimated arraival time, and ZERO compensation should be offered.

And IMHO it's still Mears in a warm fuzzy suit.

Guests still have to stand in line to check in at the airport, still have to board a coach and make more than one stop, and still have to stand in line to check in on arrival. I just do'nt see that as being all so magical. My opinion.

Anne

ah, but I have had to wait in the huge throng of people in order to get my luggage, then lug it down to ground level where I have had to stand, waiting, for close to 10 minutes for my towncar driver to go off and get the towncar and then drive it around to where he/she has left me waiting. Then, load it up, and then start the drive to my resort. On one occasion my dh had to go off in search of our driver, who was outside having a smoke. That added yet another wait to that particular trip. Yes, I have had some terrific experiences with towncar services, but I have also had several not so terrific ones.
After having used the original Mears shuttle, I can only say that there is no comparison between Mears shuttles and DME.

So, how would I rank the transportation options to WDW resorts?
In order of 'comfort' and 'luxury'...
1. towncar
2. DME
3. taxi
4. Mears shuttle

In order of 'cost'...
1. DME
2. Mears
3. taxi
4. towncar

In order of what I would use, consistently for decent service...
1. DME
2. towncar
nothing else!!!

 

[ducklite]

ah, but I have had to wait in the huge throng of people in order to get my luggage, then lug it down to ground level where I have had to stand, waiting, for close to 10 minutes for my towncar driver to go off and get the towncar and then drive it around to where he/she has left me waiting. Then, load it up, and then start the drive to my resort. On one occasion my dh had to go off in search of our driver, who was outside having a smoke. That added yet another wait to that particular trip. Yes, I have had some terrific experiences with towncar services, but I have also had several not so terrific ones.
After having used the original Mears shuttle, I can only say that there is no comparison between Mears shuttles and DME.

So, how would I rank the transportation options to WDW resorts?
In order of 'comfort' and 'luxury'...
1. towncar
2. DME
3. taxi
4. Mears shuttle

In order of 'cost'...
1. DME
2. Mears
3. taxi
4. towncar

In order of what I would use, consistently for decent service...
1. DME
2. towncar
nothing else!!!

I've never had a car service driver not waiting for me at the bottom of the escalator with a sign, and take care of the majority of the baggage. The "ten minutes" it takes to bring the car around is usually closer to three or four, and less then you'll spend waiting in line to check in for DME and then waiting for the bus to leave. Of course using a reputable company makes a difference. Because of my FF status, my bags are "usually" the first ones out, and I'd rather have them with me and know they arrived then have to wait for DME to deliver them up to six hours later.

When arriving at the resort, the driver tells the guard that we are staying CL, and someone is waiting to take us right to our room. This isn't going to happen on DME.

So for some people, a car/limo service will be by far the best way to get from MCO to WDW. For those who aren't price sensitive, it's a no-brainer, take the car service. Just make sure you book a reputable company.

Anne

 

[goofy4tink]

My towncar companies?? Tiffany and FL Tours. I think they are pretty reputable. And since I am not a FF and don't get the same perks you do, then I have to wait for my luggage.....usually about 15 minutes, sometimes more. Same thing when I get to my resort...I don't stay CL, so don't get the 'extra' help. I think most people are in my situation...just regular vacation travelers.

Fair is fair.....I try to take away nothing from the towncar services, while not exaggerating the benefits of DME. You do not get that personal touch with DME, you do sometimes have to wait for your luggage for more than a few hours, you do have to ride on a bus with other people, and you do have to stand in line at both the checkin counter and the bus lines. But, it is still complimentary.
For over $100 (closer to $130 by the time you add tips), you get to have a driver waiting for you, in baggage claim, you get to wait for your luggage (at least most people do), then you get to walk down (take the elevator) to ground level, with your driver. Then, at the resort, I get to lug my luggage inside with me, have it stored in bell services if my room isn't ready yet (adding yet another tip). Besides, since I am traveling with others in my family, will most likely have about 4 bags..no way the driver is going to be able to take care of lugging that all around. Someone in my party is going to have to help.

There are both good and bad things to say about both types of services. I just want to be fair....neither service is going to be all things to all people. And, for the most part, most of us are just normal, vacation type people...no extra perks for us. So, your experience, while true, isn't going to be indicative of the 'normal' experience the rest of us have.

 

[Lewisc]

The time it takes to get luggage, combined with the time it takes to bring the car around, is generally about the same as it takes to check in and wait for a bus. Most of the passengers don't get preferential luggage handling, your experience isn't relevant to most of us.

CL guests get preferential check in treatment, it doesn't matter how you get to your resort. The CM at the DME desk at MCO sends a message to your resort. You are expected and will be taken care of.

I'll agree that guests with an unlimited budget might prefer the personal service, and grocery stop, that a car service provides. I'd rather spend the $100 + tip on a nice dinner.

Nothing wrong with choosing to use a car service but it's not accurate to say DME is the same as Mears.

The "ten minutes" it takes to bring the car around is usually closer to three or four, and less then you'll spend waiting in line to check in for DME and then waiting for the bus to leave. Of course using a reputable company makes a difference. Because of my FF status, my bags are "usually" the first ones out, and I'd rather have them with me and know they arrived then have to wait for DME to deliver them up to six hours later.

When arriving at the resort, the driver tells the guard that we are staying CL, and someone is waiting to take us right to our room. This isn't going to happen on DME.

So for some people, a car/limo service will be by far the best way to get from MCO to WDW. For those who aren't price sensitive, it's a no-brainer, take the car service. Just make sure you book a reputable company.

Anne

 

[seashoreCM]

I'd rather have them (my bags) with me and know they arrived then have to wait for DME to deliver them up to six hours later.

(copied from another post) You can also have your bags with you using DME, the wait at the carousel is not any longer when you do not use the yellow tags.

When arriving at the resort, the driver tells the guard ..., and someone is waiting to take us right to our room.

This must be a new feature, being able to check in and get a room assigned en-route. If town car guests can do this, ME guests should soon be able to, the biggest drawback being a limited number of ipods to pass around to everybody in the bus to punch in their room choices in the short time it takes to travel to the resort. Wow! This would add a whole new dimension of magic to ME.

*checks outside for flying pigs*

Better watch out, better not cry!
Get ready for dings 'cuz Southwest is comin' to town!
("Pigs will fly before we serve Denver" -- a Southwest executive)

 

[Edd]

Diane,

Sometimes I just want to give you an Oscar for your great dramatic performances. You wait in a huge throng of people at every busy airport in the world for your luggage and that is the nature of the beast. Fortunately we have luggage delivery here in Orlando if you don't want to wait, but what happens if you get to your resort and you are missing a piece of two? Do you grab a cab and go back to the airport to report it missing.

Do you lug a piece of luggage around that has wheels on it and you pull it with you. I am sure your driver or the rest of your family will help you get it downstairs, by the way an escalator or elevator and just out the door at Orlando. The driver could park his car one minute away, a thirty yard walk, or you could follow him to his vehicle and you can load up the vehicle get in and you will be on your way. Many drivers park over in the CVPA and come upstairs to meet you. The more experienced park about 7- 10 minutes away and than let you wait on the commercial floor while they run and get their car. Of course you can request immediate departure from the airport or ask the driver have his vehicle over on the commercial side so you wouldn't have to wait.

Most drivers, once they have found you, do not stop for a smoke when they are going to pick up their car. I have actually seen some running to get their car. The deal is that it is no longer than the waits you would experience with the DME. I have observed waits at OIA and have found out the only time they really differ is during times when we have weather. But, remember if the plane cannot unload your baggage the passenger cannot deplane, in many cases.

When you get to most resorts. including Disney, there is a bellman and a driver that will take care of your luggage. When was the last time you picked your luggage out of the trunk of the car service. At Disney you just give them your name and walk in and register. Your luggage doesn't go with you, unless you want to carry it with you. Most of the other hotels are the same, with a few exceptions. If you know of exceptions let us know and maybe there will be less patronage of that hotel.

By the way, you should probably rank towncar third and taxi fourth in cost. Most car services charge a lot less than taxi and can provide a lot more services or benefits than DME, Taxi or shuttle.