Express Experience
Not quite a magic carpet, but Disney's complimentary
shuttle service is tops
October 4, 2005
by Werner Weiss, contributing editor
Free transportation is good. Free luggage transfers are
even better. Getting both free is best of all—but only if everything
works.
On May 5, 2005, Disney's Magical Express began providing complimentary
transportation and luggage transfers between Orlando International Airport
and the Disney-operated reports at Walt Disney World. It's now five months
later. Is Disney's Magical Express operating smoothly? Or is this an example
of “you get what you pay for”?
In September, I had a chance to try Disney's Magical Express as part
of a trip from Chicago to Walt Disney World. Before Disney began offering
the service, I had booked a room at Disney's Old Key West Resort, flights
on American Airlines, and a Hertz rental car. As soon as I could, I added
Disney's Magical Express to our room reservation, and I pressed the Cancel
button at Hertz.com.
Getting the Magical Express packet
The official packet for Disney's Magical Express comes in a well-marked
envelope. Photo by Werner Weiss.
Our Disney's Magical Express packet arrived in a regular business envelope
22 days before our travel. I was pleased, because officially Disney doesn't
even mail the packets until 21 days before travel. The packet is supposed
to contain instructions, two yellow luggage routing tags per guest, transportation
vouchers, and a certificate for one free Magical Express pin and lanyard.
Everything was there. Our travel information was 100 percent accurate—it
probably helped that I had called Disney a month earlier to report that
American Airlines had changed our flight numbers. The instructions were
fairly good, but there were no gratuity guidelines, or even any clues
on when to tip and when not to. From other sources, I knew that Disney
pays the inbound bell service gratuity, but no other gratuities.
Tagging the luggage
The bright yellow luggage tag identifies bags with the destination resort
name. Photo by Werner Weiss.
Before we left home, I attached one yellow Magical Express luggage tag
to each of the three bags that I intended to check. The tags are very
secure if you follow the instructions on the backs of the tags. When I
checked in at American Airlines in Chicago, the counter agent noticed
the tags and asked if we were going on a Disney Cruise. After I gave her
a 30-second explanation of Disney's Magical Express, she attached the
usual “MCO” tags to our checked bags.
We wouldn't have to handle our bags again—not at Orlando Airport,
and not when checking in at the resort. Because of the yellow tags, when
our bags arrived in Orlando, they wouldn't go to baggage claim. Instead,
the baggage handlers would send the bags to the dispatch area for luggage
trucks to the Disney resorts.
We had a pleasant, uneventful flight to Orlando. We had in the cabin
with us our carry-on bags with our cameras, medical items, and anything
we would need until the next day (always a good idea, even if you're not
using Magical Express.)
Checking in at the Welcome Center
Arriving visitors wait in a queue at Disney's Magical Express counter
at Orlando International Airport. Photo by Werner Weiss.
Our flight didn't arrive until 10:00 p.m., slightly later than scheduled.
We took the monorail from the airside to the main terminal. We followed
the signs to the “A” side and rode escalators down two levels
to the ground transportation level, and reached the Magical Express Welcome
Center at 10:15 p.m. The agent examined my packet, asked how many bags
I had checked, and directed us to a series of queues a short distance
away.
Boarding the motorcoach
A luxury motorcoach awaits visitors heading to the Walt Disney World resorts.
Photo by Werner Weiss.
None of the queues had guests waiting in them. We entered the queue with
a sign for Saratoga Springs, Old Key West, and Fort Wilderness. A Magical
Express hostess immediately took us outside to one of several waiting
motorcoaches.
Stowing large items in the luggage bay
The undercarriage of the motorcoach provides considerable room for larger
pieces of luggage. Photo by Werner Weiss.
Because our carry-ons were small, we took them into the motorcoach with
us.
Most airplanes have more room for carry-on bags than you find on a motorcoach.
For example, a 20-inch rolling upright easily fits into the overhead compartment
on an airliner, but not on motorcoach. No problem; large carry-ons can
go in the luggage bay.
There seem to be a significant number of Magical Express guests who choose
not to use the yellow luggage tags. Instead, they retrieve their own bags
from baggage claim and take them onto the motorcoach with them. The driver
loads those bags into the luggage bay and unloads them at the resort (I
hope they tip the driver). By going to baggage claim and waiting for their
bags to appear, these guests almost certainly wind up on a later motorcoach
than those who use the yellow tags.
Riding to the resort
Comfortable and plush seats are themed with splashes of gold stars. Photo
by Werner Weiss.
As we boarded the motorcoach, someone scanned the barcoded vouchers in
the packet. We sat down, then a minute later the driver closed the door
and drove off. Only a third of the seats were occupied.
I've been using the term “motorcoach” instead of “bus”
intentionally. This is not a city bus. This is not a Walt Disney World
transportation bus. This is more like an airliner on wheels (only newer
and cleaner than most airliners that I've been on lately).
Watching a video (or staring out the window)
Passengers on their way to the Walt Disney Resorts view Finding Nemo
on the overhead monitor. Photo by Werner Weiss.
The Magical Express motorcoaches are equipped with flat panel monitors;
Disney created special DVDs to be shown to passengers. Designed to be
entertaining and informative, the DVD explains how the service works once
you reach your resort, what wonders await you at Walt Disney World, and
how the trip back to the airport works. Or so I've been told.
I can't tell you if the Magical Express video presentation is entertaining
or informative. Our driver showed part of Brother Bear instead
of the official inbound video—on our return trip, the driver showed
part of Finding Nemo instead of the outbound video. My kids watched
the movies. I looked out the window.
Using the onboard facilities
An onboard facility, though seldom used, is available for the passengers.
Photo by Werner Weiss.
I didn't try the onboard restroom in the back of the motorcoach (a really
diligent online journalist would have done so, but I didn't). Nobody else
on the motorcoach used it, either. It's tiny, even compared to an airliner
lavatory. It looked clean and there was no odor. It's good to know it's
there.
Arriving at the resort
Passengers disembarking from a Magical Express bus can head immediately
to the resort check-in counter without worrying about waiting for their
luggage. Photo by Werner Weiss.
The Magical Express motorcoaches do not have fixed routes, or even fixed
combinations of resorts. There are usually guests for three resorts on
each motorcoach, but the actual combinations depend on the demand at the
time.
Our first stop was Old Key West, which was our destination. It was 10:50
p.m.—just 50 minutes after our flight arrived at the gate, and just
35 minutes after we checked in for Disney's Magical Express. Wow! That
was quick. Had we retrieved our own luggage and rented a car as I had
originally planned, we would barely have been out of the Hertz lot at
10:50 p.m. I don't expect to be quite so lucky next time.
Even if we had waited 15 minutes for the motorcoach to depart from the
airport and then stopped at one or two other resorts first, it still would
have been fine.
Receiving luggage
Without having to worry about the checked luggage, participants of the
Magical Express program can head immediately to a resort, such as the
Magic Kingdom. Photo by Werner Weiss.
The picture of Adventureland is not mistake. It's there to make a point.
With Disney's Magical Express, you don't need to be in your room when
your luggage arrives. Normally, a hotel's bell service won't deliver to
an unoccupied room. After all, empty rooms don't tip. But with this program,
Disney pays the inbound bell service gratuity. So, after you check in,
you can go to your room and change into park clothes or swimwear from
your carry-on. You can then go to a theme park, your resort pool, a restaurant,
Downtown Disney, or whatever seems fun for you—and while you're away,
your bags “magically appear” in your room.
However, we didn't reach your room until room 11:10 p.m. We had no interest
in going to Adventureland or anywhere else. The only place we were going
was to sleep. At 11:30 p.m., I called the hotel operator for a wake-up
call, and I asked to be connected to bell services so that I could postpone
our luggage delivery until after 7:30 a.m. the next morning (after all,
we had what we needed in our carry-ons). The operator explained that nobody
would answer so late, but that she would convey my request to the bellman
on duty. I turned off the light.
At 12:20 a.m. there was a knock at the door. I had not yet fallen asleep,
so I opened the door without turning on the light. The bellman handed
our bags to me. I whispered “thank you,” and went to sleep.
The message had never reached the bellman.
If I take a late flight again, I'll put some big, bright tags on each
bag, with the message “Please do not deliver until after 7:30 a.m.”
Learning when Disney's Magical Express departs from the resort
A hanging envelope with Magical Express information awaits hotel guests
the day before their departure. Photo by Werner Weiss.
Now it's time to fast-forward to one day before check-out. That afternoon,
we found an envelope hanging from our doorknob. The Transportation Notice
inside explained that we were scheduled for a 3:40 p.m. motorcoach pick-up
for our 6:27 p.m. flight, and that we should be in front of the resort
at least 15 minutes prior to our scheduled pick-up. There were also instructions
for the return trip to the airport and an explanation of Resort Airline
Check-in.
Checking bags and checking in with participating airlines
A sign prominently informs resort guests of which airlines Disney has
a standing arrangement with for on-site check-in. Photo by Werner Weiss.
If you look at Disney forums on the Internet, there is a fair amount
of confusion about Magical Express and “participating airlines.”
The only time a specific list of airlines is significant is when you're
heading home. An optional service called Resort Airline Check-in allows
you to check your bags and get your boarding passes at your resort. In
fact, Resort Airline Check-in is really a separate service from Disney's
Magical Express. You can use Magical Express transportation back to the
airport without using Resort Airline Check-in; and you can use Resort
Airline Check-in even if you're returning to the airport in a rental car
or with a towncar service.
On the morning of our check-out day, we took our bags to the Resort Airline
Check-in desk in the Hospitality House (lobby) in Old Key West. Cast members
in snappy uniforms (much like the uniform that Mickey Mouse wears on the
Magical Express artwork) checked our bags through to Chicago and issued
American Airlines boarding passes. By the way, these cast members don't
work Disney. Essentially they are remote skycaps, so they appreciate tips.
We left our carry-on bags with the bell desk, and headed off for a half
day at Blizzard Beach.
Boarding the motorcoach back to the airport
A motorcoach whisks vacationers from the resort directly to Orlando International
Airport. Photo by Werner Weiss.
We arrived 15 minutes before our scheduled 3:40 p.m. Magical Express
departure. There were already a dozen other guests, most of whom had luggage,
either because they didn't know about Resort Airline Check-in, or because
they weren't flying on one of the participating airlines.
At 3:30 p.m., we could see a Magical Express motorcoach drive into Old
Key West. But the driver didn't turn left toward the Hospitality House,
where the Magical Express pick-up area is located. At 3:35 p.m. we saw
the same motorcoach drive back out of the resort. The cast members at
the bell service desk were as surprised as we were.
At 3:45 p.m., two Magical Express motorcoaches pulled up to the Hospitality
House, both marked as going to Orlando Airport. After a few minutes, we
were directed to enter the second motorcoach. Despite the bit of confusion,
I can't complain; we left only about 10 minutes later than our scheduled
pick-up time.
Riding the motorcoach back to the airport
A Disney's Magical Express bus. Photo by Werner Weiss.
Our Magical Express motorcoach stopped at the Saratoga Springs Resort
to pick up additional passengers. At 4:00 p.m. we were on our way to the
airport. Fewer than a quarter of the seats were occupied. Our driver welcomed
everyone and apologized for the delay. He explained that a new driver
who was unfamiliar with Old Key West had become stuck there.
As we approached the terminal at Orlando International, our driver announced
that he would be stopping on the lower level of the “A” and
“B” sides of the terminal. He thanked us for riding Disney's
Magical Express. Our driver was polite and professional, and never brought
up the subject of tipping. He asked everyone to remain seated while he
unloaded the luggage. When he had done so, he stood by the door and thanked
every passenger as we exited from the motor coach. It was excellent service,
but it was also clear that he had figured out that this is good way to
get tips—which he deserved.
The verdict
Disney's Magical Express was great! OKy, it wasn't completely perfect,
as I noted in the article. But everything that really mattered was done
very well. I highly recommend this service.
Resort Airline Check-in was wonderful. If at all possible, I'll always
book flights on “participating airlines” from now on. At Orlando
International, we were able to go straight to security, bypassing the
ticket counter entirely. And, that evening, our bags appeared at a baggage
claim in Chicago, just as they should have.
If you want luxury and personal service, and you don't want to wait for
other guests, a towncar service is still the best choice. If you plan
to drive every day, you might as well rent a car at the airport. But if
you want quick, comfortable—and free—transportation and luggage
transfers, Disney's Magical Express is the way to go.
Thoughts, questions, or comments? Contact Werner via
our Mailbag here.
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