So I had to return and let you know what happened after I sent my concerns to
wdw.guest.communications@disneyworld.com .
I typed a nice detailed letter (2 pages) of my experience with the transportation at OKW. I mentioned 6 specific concerns and kept with the details and left out my emotions and frustration. I emailed the letter on October 26. I received a voice mail and personal email from a Guest Experience Services CM on November 5. I actually think she called me on November 4 but I missed her call. I told her I would call back on Monday, November 9.
It was a crazy Monday so I called her today. We had a pleasant 21 min and 37 second phone call today. We talked in depth about my awful experience with the transportation and she asked several more detailed questions to get me to elaborate on my experience. She was typing and taking notes of our conversation. We talked about a little bit of everything. One thing she asked me was did I go to guest services in the parks or at the front desk of OKW to tell them the problem. I said no, we told the bus drivers. She encouraged me to contact Guest Services if I have a problem/concern.
She also mentioned that on the MDE App, under Resorts, there is an ETA button for the busses. My MDE information has cleared from the App so I can't check but I don't remember seeing this feature. So if anyone is going soon will you please verify if you see the bus ETA button. I was in and out of the MDE App every day and I don't recall seeing that bus ETA button when I went into the Resort portion of the App. I also don't recall anyone in the App looking up the ETA while we were at the OKW bus stops. Several times the line was crazy long so if someone was on the App I'm sure they would have informed us to check the App for the bus ETA. I told the CM that the bus drivers must not be aware of it either because when asked about the ETA of another park bus they didn't know nor did they tell us to look it up on the App. So this bit of knowledge was great and I urged her to initiate communication to resort guests of this feature in the MDE App. To me, this should be information readily available. This should also be posted at the bus stops on how to access ETA. I'm still baffled that this was offered but no one knows about it. Hopefully a dis'er can report back if they have it on their MDE App while at the resorts.
She said she has already forwarded my letter to Transportation and they will talk about it more after her call with me. The detailed questions she asked me were questions from Transportation.
She offered me two 2-day park passes for my lost time in the parks dealing with bus issues which I gladly accepted.
I wasn't expecting anything. I just wanted them to know that there is a problem with the OKW transportation and it should be addressed. I told her we had a great vacation even with the Covid protocols in place. Heck we were looking to book another trip in the next 60 days because we enjoyed it so much. Or maybe we're just tired of being at home. LOL!
I'm shocked they contacted me via phone and I was able to speak with a live person. I'm quite pleased with the discussion and their proactive approach to resolve my concerns.