We just had an experience with lost luggage transferring from Saratoga Springs to POP Century. This is what I sent to firstname.lastname@example.org and to the supervisor of airport bags.
My name is Mike Hammond and we were at Disney World from 4/4 to 4/11. We stayed at Saratoga Springs with my son until 4/10 then moved to Pop Century room 7266. We had 2 bags and a carry on picked up around 9:30 am to be delivered to Pop Century. We went to the parks and returned to Pop Century to pick up our room info and asked about our bags and were told they should already be there. (we also did the online check-in on 4/9) we found our room around 7:30. Our bags were not in the room, so I called the luggage room and was told that they were there and would be delivered as soon as possible. We then left for the Magic Kingdom. When we returned around 10:45 pm we did not have our bags. I called the luggage room again and talked with Jose who answered me by name and told me they couldn't find our luggage. He told me they were looking and would have them to me soon. He said that they were logged in and had to have been misdelivered. He then came to our room around midnight and said they were still looking and he would find them. He then called again around 2 am and said they were still looking as I had asked to keep me informed. Jose next contacted us at 3:15 with our bags. I took the bags and said thank you. I know we are all human and things happen, I was very careful to not get angry or yell or do anything that I would regret. Jose was very professional and very polite and I hope he would say the same thing about me. The purpose of this e-mail is to praise Jose as he went above and beyond to take care of us. I also found out he was supposed to leave at 11 and he stayed to find our bags. He also offered to get us anything we needed. I cannot stress enough how much of an impression this young man made on us, and his commitment to your company to make sure your customers received the best possible outcome from a situation not of his making. I know I did not thank him enough at 3 am in the morning but I hope you will share this with him.
I got this back from his supervisor almost immediately
Mr. Hammond, thank you so much for taking the time to send me this email. Jose' is one of my managers, and is very dedicated to our guests. I do apologize for the delay with your baggage, and appreciate your attitude with the whole situation. Once again, thank you very much, and I will share this with Jose'.
I have only got an acknowledgment from Guest Relations so far. What else should/can I do from home now ?
I wrote a few letters of praise to Lee Cockerell Executive Vice President Of Walt Disney World Operations and on our next vacation one of the CM's told me I had made him famous. Bill Fullerton from MK Tomorrowland is probably one of the most awesome CMs I have met at WDW he has a great attitude and loves what he does and it just shines through.
Mr. Cockerell is no longer Executive Vice President Of Walt Disney World Operations and I would love to know who has taken his place. I love to write letters of praise. So if anyone has this information please let me know.
Disney Saint psted this in another thread:
To contact the Executive Offices via Guest Communications, mail to:
Walt Disney World Guest Communications
PO Box 10040
Lake Buena Vista, FL 32830-0040
Otherwise, e-mail them at: email@example.com
Make sure you include your name, where you're from, your telephone/e-mail, and when you visited.
To contact WDW President Meg Crofton directly, you can mail to:
The Walt Disney World Resort
PO Box 10040
Lake Buena Vista, FL 32830
I have an update:
From personal experience, if you choose to go to guest relations in person before leaving the park, ask for a Great Service Fanatic card. Do NOT just ask to write a note or mention it to someone. If you just write a note, they get an "Applause-O-Gram", while it is nice, it does nothing for the cast member. If you ask for a "Great Service Fanatic Card", it is something that goes on their permanent record card; and at Disney that is important. Writing a letter to Guest Communications is also a great way.
MouseHockey, please read the above under Update. You need to specifically ask Guest Relations or Find a manager and ask for a GSF card. Otherwise the cast member just gets a pat on the back. The GSF card goes on their permanent record and they can win prizes.
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