We have had a couple of damaged suitcases. What happens if we get to our hotel and the bag is missing a wheel and we used Magical Express? I had this happen before and we didn't do anything about it. What should we have done?
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 or damage 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. How Disney works things out with the airline (including who ultimately pays the claim) might make a difference to the shareholders of Disney, but not to the Magical Express passenger.
When two or more airlines are involved as part of a connecting flight itinerary, the final airline takes responsibility for baggage issues.
When using Magical Express for inbound service to WDW, you can think of Magical Express as the final "airline" when it comes to issues with checked bags.
If there's a problem, call Disney's Magical Express Guest Services at 866-599-0951 as soon as you're aware of the problem.
If my bags were delayed, lost, or damaged, I'd rather deal with Disney than with the airline. I think it would be a more pleasant experience.
I would much rather talk to Disney also!
