This is very impressive. I applaud Disney for doing something. We had a camera and few other things stolen out of a bag a few years ago, and no one did anything to try to correct the situation. (Now, I agree that we should never had anything of value in a checked bag, but doesn't excuse the theft.)
This was when you could use the Magical Express luggage service at any hour of the day. We arrived in Orlando at like 10:30pm, and expected our bags to be delivered before 2:00am to our room. We waited a while and then decided to get some rest. We called at 6:00 in the morning to find out where our bags were, and they said they had no record of them, and then after a few minutes they would deliver them because "they had located them". We waited about 45 more minutes. My husband went to the front of the resort and saw our bags just sitting, unsecure and off to the side of luggage handling. They said they would then deliver them to us. When they finally arrived, it was obvious they had been gone through. Like someone opened my makeup bag and emptied it into my suitcase. My husband noticed his camera and few other things (i don't remember what they were) were missing.
We called luggage services and they sent Security and a Manager to our room. Rather than just a simple apology, they started to explain to us that they "Disney" were not responsible and we would probably never know what happened. We could make a report, and that would be sent to the baggage handling people, (who are not Disney) and ME (who are also not Disney). But since it could have also happened at our airport or the Orlando airport, nothing could be done.
I understood at that point that the bags go through multiple companies and there is no proof of who is at fault, but Disney could have at least apologized for us having to wait hours for our bags to just be delivered to our room. I think it's important for everyone to realize that these companies are not operated by Disney, and they will not take any responsibility for what happens to your stuff.
We have not used the baggage service for ME since then and never will again. I want to limit the number of companies and excuses in case of any future issues. On our Christmas visit this year, our bags didn't make it to Orlando with us, and when I was working with United to get them, they kept trying to get us to use ME to send our bags to resort when they arrived. I politely declined and United (and their baggage handling company) were responsible.
Sorry for the long ramble...
