Disney Revamps Lost & Found System

By: Amy Kawa

Who hasn’t had a moment of panic in a Disney Park when you realize that your camera isn’t around your neck anymore or your bag of souvenirs was left in the compartment on Soarin’?  Traditionally, guests could check the in-park lost & found for same-day lost items, and then head to the Transportation and Ticket Center for items lost on previous days or call the resort’s lost & found hotline.  Disney has stepped up its game yet again when it comes to guest service and reporting and finding lost items with the launch of a new online platform, a third-party website run by Chargerback.

Here is Chargerback’s motto: “… the leading provider of lost and found solutions. We are dedicated to providing a robust state of the art technology solution to assist airlines, casinos, resorts, rental car companies, cruise lines, amusement parks and public spaces with providing exceptional customer service in the area of lost and found. Our cloud based solution, which includes a database, guest facing notifications, a PCI compliant payment module and integrated shipping options, are designed to eliminate inefficiencies associated with this cumbersome and frustrating process.

On the site’s homepage, you are asked a series of questions to try and narrow in on your lost item.

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There are 26 different “types” of lost items:

  • Blankets, Pillows and Towels
  • Bottles, Cups and Mugs
  • Cases and Containers
  • Cellphone
  • Clothing
  • Drugs and Medical Equipment
  • Duty Free
  • Electronics
  • Entertainment
  • Eyewear
  • Footwear
  • Headwear
  • Housewares
  • IDs, Drivers Licenses, Credit Cards and Passports
  • Jewelry
  • Keys, Wallets and Other Personal Accessories
  • Luggage, Travel Equipment
  • Membership Cards and Tickets
  • Money and Gift Cards
  • Musical Instruments
  • Photographs, Documents, Books, etc.
  • Religious Articles
  • Souvenirs
  • Sports Equipment
  • Toiletries and Hair Products
  • Toys and Pets

In terms of location, your options are the four theme parks, two water parks, Disney Springs, ESPN Wide World of Sports, the miniature golf courses, and on a transportation vehicle (bus, monorail, watercraft). The main page advises that if you lost an item at a resort, to contact that resort’s Lobby Concierge for assistance.

The whole goal of this system is to make the process of reporting and tracking down lost items within Walt Disney World Resort property more seamless and to keep lines at the traditional lost & found reporting sites, like City Hall in the Magic Kingdom, down to include only guests who need some other form of assistance.

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