WDW Bell Services and medical equip transfer nightmare

[dclfun]

Just wanted to share this to warn anyone else travelling with important medical equipment. I just got back from a short stay at Pop/WLV with my son who was returning from Boston and his MAW trip. MAW had paid for one night at Pop for his late evening return then we were to move over to WLV for him to spend two nights to enjoy his birthday. I have battery chargers for both my wheelchair and vent, a power strip, and now have a connector adaptor for my vent that must be used to plug the vent into the power strip. We had asked for our bags to be transferred, including the hard plastic container that has this equipment and were assured all was well so we left the room at Pop around 9:30am. My son realized he'd left his camera in a drawer ( sigh) so we returned about 20 minutes later and the luggage was already gone- so far, so good. We then checked into WLV, our room was ready, and headed to DTD for a movie as we knew our luggage would not yet have been delivered. After our day out and back at the resort I called for the luggage at 5:45pm that evening. One hour later I called again...this time they brought up everything BUT the medical equipment. After stressing it's importance I was told they'd get a manager involved to call Pop, etc. One hour later I called down and was told it had arrived and momentarily I'd receive it. It's now 7:45 and we've missed our birthday dinner ressies at Artist Point. By 8:30 still no container and I knew my vent battery would be running low. Down to the front desk I trek only to find several very sympathetic managers who still cannot find my container and don't know why I was told it would be delivered to my room. My vent battery starts to alarm "low power" so Reedy Creek EMT's are summoned and come very quickly. They try calling my vendor ( this is Sun night) and recommend after we sit there til 9:15 that I head to the closest hospital to use their vent until my equipment can be found. The entire evening is ruined, I'm struggling to hold back tears of disappointment for my son and worried about losing my life support equipment. FINALLY someone comes out of the storage area- my container had been there the entire time but underneath someone else's luggage. I got an apology but nothing else after having my son's birthday dinner ruined and a short two day trip made even shorter. When we got back to our room I had a desperate message from my respiratory therapist who had been called at her home that there was an emergency regarding my care, so there was another person inconvenienced. Just a word of warning to everyone- I have always trusted bell services to transport my equipment which is quite heavy and difficult to pick up ( which is why we have it moved by them ) and never, ever had anything lost over the last few years. Will I do it again- never. If something is that important that your life depends on it...take it yourself. ---Kathy

 

[Forevryoung]

I can't imagine your fear, and their incompetence.

They KNEW the severity of the situation and it should have been taken care of several hours prior to it becoming an emergency. The managers involved should be held accountable for not only ruining one night of your trip but failing to take action when they were first alerted of the missing life essential equipment.

I highly suggest you inform Disney of this incident. I suggest they implement a procedure for finding essential luggage/medical equipment that they transferred. Yes, it was your "risk" but you allowed plenty of time for them to transfer the equipment AND find it (when it didn't show up) before it became an emergency.

Happy Birthday to your son.

 

[Amy5000]

I'm so sorry this happened to you. I was stressed just reading your post, so I can't imagine how awful this experience would have been.

Unfortunately, I can imagine their incompetence. Things like this happen all the time. But the results are not typically as frightening. I also would contact Disney about making this right for you. Often you need to suggest what you would like...some free nights at WL, a free meal or park tickets. I'm sorry this happened to you, at all, much less on the night of your sons birthday dinner and on such a short trip.

Good luck. Amy

 

[dclfun]

The managers did try to find the container. They called Pop Century and had the driver call each and every resort that they'd transferred luggage to that day and had one of their bellmen head over to Pop to check the luggage room. What they obviously didn't do though was check their own luggage room, thinking that the folks at Pop had made the mistake and never delivered the container. It was there the whole time. I don't even know what prompted them to initiate the search after four hours of telling me it wasn't there. I was so relieved to know I wasn't going to have to spend the night in the hospital and pay for a hospital stay that I didn't ask for any type of compensation. After the fact though I thought it would've been an appropriate gesture to have had them offer to deliver room service or even a cake for David's birthday....just something to make up for the lost birthday dinner and the fact that he had nothing to eat while this whole fiasco was taking place. Oh well....----Kathy

 

[dclfun]

Gosh...I just realized when writing the above that this was the only time we've been to a WDW resort for this same son's birthday that he didn't receive a card from the characters. He has a really special one from BW that has Goofy, his favorite character and has saved it so I know it was important. I guess I should've requested one instead of expecting the usual "magic". DVC had mentioned he was celebrating his birthday though- it was on our paperwork. I am starting to think that my expectations are too high. I don't like to blame people and am well aware mistakes happen. I can forgive those mistakes but perhaps I shouldn't have expected either the birthday card or anything more than the verbal apology we got in the lobby despite the fact that they knew my son was finishing his MAW trip and celebrating his birthday. Thanks to all of you for letting me get this off my chest...and remember to be careful with any important equipment you might wish to let someone else take responsibility for, even if you've had no problems in the past. The past doesn't seem to be reflective of the present despite the current promo of YOAMD. ---Kathy

 

[MisMikiNikiLynne]

When we stayed a couple of years ago, I called for a cab and hand transferred all DD medical equipment to the new room. I am always very worried a situation like yours would happen. I am sorry that it nearly ruined your trip due to anothers incompetence. I feel they owe you more than an appology.
We hand carry all of her equipment through the airport alwo, sure it is an inconvience, but it would be more of one if her equipment was lost! I have a wheeled carry on (the largest that I can get) and sometimes use 2, it is tough getting through security especially with electrical equipment and cords, but eventually we make it. I also carry all of the RX's for each piece of her equipment and for each of her meds, including her feeding formula. I also have the pharmacy make a label for her water bottle (4oz) so there is no question as to why we are carrying that on. The only problem we have had is with Airtran, that trip was a nightmare. I will never fly with them ever, again!

 

[Mason7AK]

Kathy, My friend and I had a similar experience in February at Port Orleans Riverside, though not to such a scary extent! We had ordered oxygen to be delivered to our room by an outside vendor for my DD6 and my friends DS7 (both have seizure disorders that sometimes require oxygen). We wanted to have the tanks on hand "just in case" for our week stay. After our arrival, we called the vendor, who assured us the tanks and regulators had indeed been delivered earlier in the day, but when we called bell services, bell services had no idea where the equipment was! It took several hours and several calls before they finally located the tanks, which had been in their luggage room the entire day.
We had also sent a box of lesser important medical supplies (diapers, etc) ahead of our trip to the resort, and it took POR three days to finally locate that box as well. Once again, it had been there all along.
Very frustrating!
Angela

 

[Dawnjoennikki98]

Kathy, My friend and I had a similar experience in February at Port Orleans Riverside, though not to such a scary extent! We had ordered oxygen to be delivered to our room by an outside vendor for my DD6 and my friends DS7 (both have seizure disorders that sometimes require oxygen). We wanted to have the tanks on hand "just in case" for our week stay. After our arrival, we called the vendor, who assured us the tanks and regulators had indeed been delivered earlier in the day, but when we called bell services, bell services had no idea where the equipment was! It took several hours and several calls before they finally located the tanks, which had been in their luggage room the entire day.
We had also sent a box of lesser important medical supplies (diapers, etc) ahead of our trip to the resort, and it took POR three days to finally locate that box as well. Once again, it had been there all along.
Very frustrating!
Angela

We had a similar experience, again, not so scary....but I had rented a scooter for the week, and it was to be there on our arrival. According to the Rental company, it was there...but Bell services had no idea what I was talking about, and several times that day said it had never arrived. So, we missed out whole first day that was supposed to be at the magic kingdom (we arrived early morning) Next morning, I call , and they still say it hasn't arrived. I go down there myself, and make someone go into the ECV storage room with me...and there it was, with my name on it and everything. It had been there the whole time..... This was at CBR last year. I have to say, we loved CBR....except for their Bell services. Very rude, not helpful at all. Couldn't be bothered with anything....

 

[SueM in MN]

I can see that they might lose track of a non-descript bag, but not if they were told it contained vital medical supplies. You would think they would mark that in a special way so that the CMs receiving it would know how important it was.

We had ordered oxygen to be delivered to our room by an outside vendor for my DD6 and my friends DS7 (both have seizure disorders that sometimes require oxygen). We wanted to have the tanks on hand "just in case" for our week stay. After our arrival, we called the vendor, who assured us the tanks and regulators had indeed been delivered earlier in the day, but when we called bell services, bell services had no idea where the equipment was! It took several hours and several calls before they finally located the tanks, which had been in their luggage room the entire day.
We had also sent a box of lesser important medical supplies (diapers, etc) ahead of our trip to the resort, and it took POR three days to finally locate that box as well. Once again, it had been there all along.
Very frustrating!
Angela

I know some of the medical supplies like diapers are in plain paper when mailed from an equipment company, but I would think oxygen tanks are not exactly common and certainly can't be confused with suitcases.

....but I had rented a scooter for the week, and it was to be there on our arrival. According to the Rental company, it was there...but Bell services had no idea what I was talking about, and several times that day said it had never arrived. So, we missed out whole first day that was supposed to be at the magic kingdom (we arrived early morning) Next morning, I call , and they still say it hasn't arrived. I go down there myself, and make someone go into the ECV storage room with me...and there it was, with my name on it and everything. It had been there the whole time..... This was at CBR last year. I have to say, we loved CBR....except for their Bell services. Very rude, not helpful at all. Couldn't be bothered with anything....

that is disturbing too. Again, it should not have been that hard to look at the ECVs they had and see if any had your name on the tag.

 

[seashoreCM]

Unfortunately, I can imagine their incompetence. Things like this happen all the time. But the results are not typically as frightening. I also would contact Disney about making this right for you. Often you need to suggest what you would like...some free nights at WL, a free meal or park tickets. trip.

I say that, now you are back home, it is not too late to write to say how things could be made right and perhaps made up on a subsequent trip.

Definitely ask to have the missed ADR (meal reservation) and the trip to the hospital refunded.

 

[dclfun]

It's sad to see that this must happen quite frequently. It was obvious what was in my container and it was marked "medical equipment" but I guess moving all those bags, etc. that CM's just don't have the time to take a good look at what they're handling. As for myself, we didn't have to go to the hospital- we were just about to leave when someone came out of the back with my container. I keep thinking about the two EMT's that spent all that time in the lobby of WL- what if they had been needed elsewhere? I will try and take the time to write but I know I won't be compensated. At the time it happened they could have offered to make up for the time we lost or sent something to the room for David to eat. There were 3 managers helping us and not one of them offered to do that. He ended up having a leftover bagel for his birthday dinner that we had in the fridge.---Kathy

 

[madenon]

All I can say is; OMG Kathy! Such incompetence, unbelievable. I can't even imagine how scarry that must have been.

Wright the letter! It might not help anymore to correct Davids ruined birthday, but such ignorance and that happening with so many CM's and managers knowing about it needs addressing. Maybe your letter will help to prevent such an event for another family. Also; this probably wasn't your last trip to WDW or perhaps a cruise. This should've never happened and shouldn't ever happen again. What if you go again and they "loose" it again? Surely you'll now be watching it like never before, but non the less there should be something done about this by Disney. It's hardly like it's "just" an incident.

For me this topic is a good warning. I'm bringing along my manual chair next to my powerchair, to be somewhat comfortabel during my lay-over in Detroit and have something up my sleeve if something were to happen to the powerchair. I was planning on letting ME take care of transporting the manual, but after reading this I much rather go through the hassle of taking it along with me on the bus myself, to CBR and to the room so I know all goes right.

 

[SueM in MN]

Wright the letter! It might not help anymore to correct Davids ruined birthday, but such ignorance and that happening with so many CM's and managers knowing about it needs addressing. Maybe your letter will help to prevent such an event for another family.

I agree

 

[dclfun]

Yes, I would write so that the issue is addressed and hopefully to prevent another family from having to deal with what we went through. I would never write to expect or ask for any type of compensation- but do feel as I mentioned above that "something" could have been done that night for David-too late now. I will also no longer trust Disney to handle any of my medical equipment which means we'll have to struggle somehow. David isn't supposed to lift anything that heavy due to his fistula and I certainly can't pick it up. At home Skye is able to pull a container and perhaps if we attach some wheels, she can pull the equipment for me. ---Kathy

 

[michelle9343]

Kathy
I am so sorry that things went so wrong. I am speechless right now. I know that this trip ment more to you then most could imagine I was hoping to hear about magical memories not a nightmare.I am thankful that you did not have to go to the hospital but really sad that disney did not come through for you

 

[dclfun]

Thanks Michelle- I know you realize how important this trip was to me and for David. After all he's been through to have his birthday ruined was more than I, as his mother, could bear. I pretty much cried myself to sleep that night after he ate the stale bagel. He was afraid to even go down to the food court and leave me after all that had happened and we ended up leaving unused credits on the dining plan since he didn't have a meal anywhere that evening. I don't know why so many people get some sort of compensation for many things that are much more minor and we got nothing. I would have thought there would have been some kindness or compassion. The more I think about it, the angrier I get but I'll try to "let it go". It's just another instance where for me, Disney has lost it's magic. ---Kathy