DAS Discrimination Complaint Against Disney World Misses Mediation & Advances to Investigation
A discrimination complaint filed against Walt Disney World with the Florida Commission on Human Relations over Disability Access Service has advanced to investigation after missing mediation. Here’s the latest on this challenge to DAS, along with our commentary about why legal actions like this are the only viable path forward for a rollback of the changes or another overhaul to DAS.
This is not the first complaint about Disability Access Service, and won’t be the last. To bring you up to speed, Disney overhauled DAS at Walt Disney World and Disneyland back in May 2024. According to the company, the changes were due in large part to abuse, misuse, and proliferation of the program’s use–with issuances of DAS tripling from 2019 to last year. For more about the specifics of the overhauled DAS, see Disability Access Service (DAS) Changes at Walt Disney World FAQ.
Roughly 2 years since first announced, the DAS overhaul remains controversial. The initial rollout of the changes was rocky, and although there have been tweaks over the last couple of years, the process is still inconsistent and unpredictable for disabled guests. There have been reports of guests who previously had DAS being denied and advised to use other accommodations instead, with many DAS users contending those are unworkable or unreasonable alternatives.
The new system has had direct impacts for disabled guests as well as indirect ones for all guests. To the latter point, we’ve written a lot about the impact of the DAS changes on wait times at Walt Disney World. Most recently, in Is Lightning Lane Multi Pass Still “Worth It” at Disney World? Suffice to say, standby lines are shorter and faster moving, with wait times being lower year-over-year as a result of the DAS crackdown.
We’ve also covered the reports from readers and other guests applying for accommodations at Walt Disney World, many of whom have had negative experiences with the new process. We continue to receive regular reader comments to this effect, which comes as no surprise given there are likewise viral social media posts about DAS, none of which are positive.
The latest development is that a discrimination complaint against Disney with the Florida Commission on Human Relations over DAS has moved into the investigation phase after a missed mediation deadline, according to a commentary published in the Orlando Sentinel by the guest who filed said complaint.
The longtime Walt Disney World visitor and Disney Vacation Club member asserts that the recent DAS policy changes have made visiting the parks safely “impossible” for her family. The guest references a declaration made on February 24, 2026 (presumably as part of the same complaint with the Florida Commission on Human Relations), indicating that Disney’s operational changes to the Disability Access Service program and related transportation policies have “materially impaired” her family’s ability to use their DVC ownership interest safely and predictably.
The commentary contends that the alternatives Walt Disney World now points to are “technically and medically unworkable and, in many cases, dangerous” for her family. As a full-time user of a medically necessary power wheelchair, this individual is unable to perform a U-turn, reverse once another guest is behind her, or exit quickly against the flow of the line. She explains that once committed to certain queue geometries, she can become physically locked in.
She references queue re-entry, return-time systems, or other alternatives when DAS is denied, which she contends are not a viable fallback; they are physically impossible. Accordingly, the alternatives to DAS that Walt Disney World frames as flexibility are actually a “risk multiplier” for her family.
The commentary indicates that the author used the process identified by the Florida Commission on Human Relations (FCHR) to lodge a complaint, documenting and preserving evidence. She proceeded through the proper administrative channels. Consequently, the FCHR docketed her discrimination complaint as FCHR No. 2026119734. She sought mediation, which did not occur before the March 18th deadline, and the matter proceeded to investigation as a result.
According the FCHR website, this investigation will now take approximately 180 days. Once complete, the investigative findings are submitted to the FCHR General Counsel’s office, which then submits a recommendation and determination to the FCHR Executive Director for approval. The FCHR will then notify the parties of the determination and include instructions on any further steps that can be taken and any remedies available under state discrimination laws.
If the investigation concludes with a reasonable basis for discrimination found, the complainant with a public accommodations complaint may request a hearing before the Division of Administrative Hearings (DOAH), or the complainant may file a civil action in an appropriate court.
It’ll be interesting to see what, if anything, happens with this complaint and investigation. It’s a long road to this complaint even potentially leading to any changes, and likely an uphill battle.
I don’t pretend to have extensive knowledge of the FCHR, but the process as laid out on its website, but it sounds like a typical administrative agency with limited actual enforcement authority. That the findings of its investigation will need to be taken to court, which is where something tangible may happen.
It’s thus not surprising that Disney (presumably) would not respond to mediation; they do not intend upon making any further changes to DAS at this point unless required to do so. If changes are to be made, it’ll require complainants to pursue court action, following the full legal process.
From our perspective, this is probably the only viable avenue for an outcome that will be satisfactory to disability advocates. These groups have attempted pressure and awareness campaigns, most recently via the annual shareholder meeting (see below), but those have not been fruitful.
At this point, we question what further awareness is going to yield. There have been countless viral social media posts, coverage on sites like this one, and even in the mainstream media. In the face of all this, Disney has mostly maintained its position and policies.
The company has already weathered the worst of the storm, so to speak. This issue has already permeated the fandom, and even broken containment to the general public and shareholder spheres. It’s hard to imagine further awareness accomplishing anything. The last viable path for a rollback of the changes or another overhaul, if any, would seem to be a legal one.
It is worth noting that this is not the only legal challenge that has been made to DAS. Last year, there was a Disability Access Service Class Action Lawsuit Filed Against Disney Parks. That article covers past litigation over Disney’s disability accommodations, which revolved around whether the company took reasonable steps (as a matter of law) to provide disabled guests with a ‘like experience’ to that of non-disabled guests.
DAS Review Rejected by Shareholder Vote
The most recent development prior to this occurred at Disney’s 2026 annual meeting of shareholders on March 18, 2026. One of the shareholder proposals during that meeting sought independent review of DAS changes, arguing it would be good for business giving the growing demographic disabled guests represent.
The Walt Disney Company board reiterated its position in response, recommending a vote against the proposal. In support thereof, they referred to their statement in the proxy materials. Proposal #7, concerning an independent review of DAS, failed with only 5% of shareholders supporting.
As explained previously, the vast majority of shareholders casting proxy vote ballots are institutional investors like BlackRock, Vanguard, and Fidelity. They simply would not concern themselves with this. They almost assuredly deemed it too trivial, and deferred to Disney’s assessment that park operations are ordinary business and not subject to shareholder micromanagement; that they’ve already done their due diligence on the DAS changes.
Nevertheless, only 5% support suggests the awareness and pressure campaign approaches have essentially run their course. There simply are not new groups of fans to reach and persuade, and Disney is not going to have a sudden change of heart. Court is the only path forward.
DAS Changes Last Year
There have been four changes to DAS in the last year. The most recent of these was that Walt Disney World Added New Rules for DAS Call Eligibility. Namely, that the guest for whom DAS is being requested must be present during the video chat. Additionally, that the recording of this video chat is strictly prohibited. There were other tweaks, but nothing particularly consequential.
Prior to that, both Walt Disney World and Disneyland extended the validity period for Disability Access Service upon a guest being accepted into the program to one year or the length of the ticket (whichever is shorter). Prior to this up to 365 day window, DAS was valid for up to 240 days before re-registration.
Another major change was the extension of the DAS registration window to 60 days prior to their park visit, which also occurred on both coasts. Previously, the process could begin no sooner than 30 days prior to your visit. That extension was aimed at making it easier for guests to plan around DAS and potentially cancel or modify their vacations if they do not receive DAS as an accommodation.
Disney also revised its policy language to remove “only” from the Disability Access Service eligibility criteria to potentially broaden the qualifying guests. This happened suspiciously close to the time that the above-referenced class action lawsuit was filed, and might’ve been an indirect response to that’s core complaints.
As we pointed out at the time, that likely involved involvement from an army of attorneys, and even then, its motivations and outcomes are open to interpretation and debate. It could’ve been to encourage guests other than those with developmental disabilities to apply for DAS. It might’ve been a way of unofficially expanding the scope of eligibility without making any substantive changes to the policy or overhauling the program yet again.
Otherwise, Walt Disney World has been quiet as to the Disability Access Service program. Whenever DAS does make headlines, the company offers a superficial statement about their commitment to providing a great guest experience to all, and their strong track record with accommodating disabled guests.
In fact, this is more or less what new CEO Josh D’Amaro said when asked about future DAS changes during the annual shareholder meeting last month. It could best be categorized as a sympathetic non-answer (or perhaps a “soft no”).
Finally, we’ll once again reiterate our position that Disney should find a middle ground; make the process more humanizing, at the absolute minimum. If anything, they should do this precisely because DAS changes don’t garner the same kind of attention, so reform could be accomplished without inducing as much abuse.
The company has an exemplary reputation for guest service and accommodations. The need for DAS reform was absolutely understandable, as there was rampant abuse exacerbated by social media, entitlement, and Disney creating an incentive for DAS scammers by monetizing line-skipping via Lightning Lanes.
There’s no un-ringing that bell and going back to 1990s or 2000s versions of accommodations. The world is a different place. Disney cannot relax its rules too much, or else risk a return to the system being scammed.
However, there have been heartbreaking stories of DAS denials, many of which have gone viral for good reason. These have made clear that a more flexible and humane approach is needed. The interview should not feel like an interrogation. Cast Members should be empowered to exercise more discretion, issuing more approvals and fewer denials.
Based on those heartbreaking stories, it seems that Disney went too far with the DAS overhaul; the pendulum swung from one extreme to another, and there has been a lot of collateral damage among disabled guests who needed DAS and have been denied under the overly-stringent system.
Cranking the DAS dial to its maximum setting hasn’t just eradicated the scammers, it has hurt guests who are actually disabled. It’s time to recalibrate from the extremes to the center.
Nevertheless, we do not anticipate any major changes to DAS at Walt Disney World or Disneyland absent of a court order. The company has already endured a lengthy PR hit over these changes, there’s zero chance they’ll voluntarily endure that again with another overhaul. A slow trickle of rule relaxations is possible, and hopefully we see more of those in 2026.
However, there is not going to be another overhaul to Disability Access Service, absent the aforementioned class action lawsuit or another legal challenge like this one prevailing. That happening is also unlikely, so we don’t want to offer false hope.
Disney has been sued over every iteration of these accommodations, and I’ve yet to find any record of them losing on any count. I can’t see anything different about this; if anything, Disney might be able to better argue that lines and crowds are inherent to the theme park experience and that literally any accommodations they offer are legally reasonable.
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YOUR THOUGHTS
Thoughts on this new discrimination complaint with the Florida Commission on Human Relations over Walt Disney World’s DAS changes? Hopeful that further changes will be made that result in increased approvals for those who truly need DAS while keeping abuse low? Agree or disagree with our assessment? Please try to stay on topic–we’ve noticed some of these DAS comments sections get heated and personal. Discuss the policy itself, not others’ use (or lack thereof) of it.
I was reading a comment elsewhere, by somebody who claimed to be a disability lawyer, that ADA requires something like DAS. He stated the following:
Disney Corporation cannot get rid of DAS or at least a system like it. The Americans with Disabilities Act (ADA), specifically Title III, mandates that theme parks provide reasonable accommodations, such as no-wait or alternative wait options, for individuals with disabilities including autism. This federal law requires places of public accommodation to ensure accessibility, leading parks to offer services like Disney’s Disability Access Service (DAS) or other ride accessibility passes.
Legal Basis: Title III of the ADA (42 U.S.C. § 12182) requires private entities, such as theme parks, to provide full and equal enjoyment of their goods and services to people with disabilities.
He was stating the only way around the scamming is requirement of a doctor letter and using a system that requires pre-certification of that claim.
He’s leaving out a critical piece, i.e. that accommodations that change the nature of the service offered are not required.
Disney was able to demonstrate successfully to the federal courts that GAC, via operational impacts, did change the nature of the service…unlimited DAS did same thing.
I also don’t believe there is anything in ADA that specifically references theme park waits.
As a nurse practitioner who also teaches nursing and has seen an increase in accommodation requests (i.e.- extended time, distraction free testing), I can share that “provider/doctor letters” are very easy to obtain and, unfortunately, increase the potential for scamming the system.
Most of us can probably agree that this is all a hell of Disney’s own making. They shut down free fast pass, make people pay for LL, make DAS WAY to easy to get for those who don’t want to pay for LL, and then realize DAS is being abused so they dial it back. Not their finest hour.
I do want to emphasize, however that Disney’s job is to provide reasonable accommodations for those with disabilities – and I believe they do. Can they foresee every single scenario and plan for every guest’s specific needs? Of course not. The problem is, many people expect DAS to do exactly that and then get angry when they are denied.
The original intention of DAS is to make the parks accessible for people (especially children) who are neurodivergent. My son is autistic. We’ve used DAS at WDW and DL and it is a game changer. THAT SAID, we know we can’t rely on DAS alone to make Disney work for us. We always buy LL, we rope drop and leave the parks when they get crowded, we take Ubers instead of Disney transportation, we avoid busy times like Xmas, we stay at the GF so we can walk to and from MK on a quiet path, we eat off schedule, etc. etc. etc.
The point is, we work really hard (thanks Tom for all the great tips to avoid crowds!) and spend a lot of money (autism is expensive on many levels) to make Disney accessible to us. We don’t go often and we don’t stay long because of the cost, but it makes our son happy, so it’s worth it when we can swing it. When we can’t, we don’t go. That’s life.
Emily is correct – going to Disney is a privilege and not a right. Making it work for you is a two way street and sometimes, you have to suck it up and pay for LL. Disney’s incessant quest to to squeeze more money out of us is frustrating, but DAS is not the solution to that problem.
So very well said Amy – kudos to you and your family for doing what you need to do, in addition to DAS, to make Disney work for your son and your family.
And I couldn’t agree more that Disney has only themselves to blame for the overuse of DAS; yes, there was some abuse, but when Disney was handing out to DAS to legitimately disabled people who could have been otherwise accommodated as they’re doing now (return to queue, queue meetup, etc.), they caused the overuse and the resultant anger when they tightened the qualifications.
I see so many people say “Well, the government says I’m disabled, the military says I’m disabled”, etc., like that means they should get DAS. But being disabled doesn’t mean that DAS is the only accommodation that will I work. I 100% understand why people prefer the DAS – it’s easy to use, for some it offers the opportunity for a superior experience in the parks, and that’s what they’re used to. But the people who are suing in California for a blanket disability accommodation (DAS) seem to have missed the part of the ADA where it says that businesses should do individualized assessments and accommodations.
I have used the DAS once because I have arthritis and have difficulty standing. I am ok when moving or sitting, just standing is a major issue. I only used it a few times to avoid extremely long lines and I still purchased the lightning lane pass.
I think there are two things that would fix the issue…
1. Simply ask for a doctor’s order to get the DAS pass. Hersheypark in PA does this and I am sure many other parks do also. This would eliminate any abuse because someone who is not actually disabled would not be able to get a doctor’s excuse. To me, anyone who qualifies for a handicapped parking placard in their state should qualify for DAS. It takes a doctor’s excuse to get these also. I had a doctor’s excuse ready if I needed it.
Second, eliminate the prearranged DAS reservations. I had three rides a day booked 30 days out and it was overkill. These are not needed and tie up the system. Simply use the DAS when you get to the park. Instead, allow prearranged ride reservations for the lightning lane customers to make that more cost efficient.
I feel these two simple fixes would take all the added stress off the system and allow it to help the people who need it without overtaxing the system and making all the waits too long.
I do believe that influencers showed people how to use DAS as a strategy and abuse did occur. I never even knew this was an option until I watched someone on YouTube using it. A doctor’s excuse, plus eliminating all the advanced reservations would allow the people who need it to use it in a fair and reasonable way AND allow everyone else to enjoy their day also with lines that move relatively quickly. Everyone would be able to have the best experience possible.
Paul, the problem I see with requiring documentation is that someone can have documentation saying they are disabled, but that doesn’t mean that DAS is necessary, as there are other accommodations available.
And the pre-selects have been gone since 2024 – DAS reservations can only be made once a guest scans into the park and wait times start showing up on the app.
I am in the same boat. I do think it is a monetary thing with Disney too. Have they shown how much more money they are making since DAS has been restricted and more people are paying for lightning lane passes as a result?
A lot of people in the comments here and elsewhere are saying the increase in DAS applications is evidence of abuse. My two cents: fastpass+ was hugely disability friendly. Once they got rid of that, people who would never otherwise have needed accommodations (including my family) faced the choice to pay for (then) genie +, which was even less disability friendly than the current multipass, necessitating early mornings and inability to plan ahead, or else apply for DAS. I know Disney will never let go of their new LL revenue stream, but it’s a shame as it was very disability friendly and created a lot more goodwill and patience. (If a ride is down during my FREE riding window, I’ll try and adjust but won’t feel aggrieved. If I’ve paid in advance $120 for my family of 4, it’s really easy to start by being frustrated, if not furious.)
I’ll also add that lightning lanes continue to be mispriced for us UK “whales”. 14 day tickets x $30 x family of 4 is $1,680, before you get to the single passes. That’s nuts. (I know the general advice is you don’t need them every day for every park – we do, because of the aforementioned disability.)
WhoAmI – I believe they need to provide more than “Bobby is disabled” from the doctors to make it work. If there was something reasonable stating “Bobby cannot wait in lines or stand in crowds for long periods of time due to PTSD from military service” or “Bobby cannot wait in line or crowded spaces for long due to severe Combined ADHD and would require special consideration to manage xxxxxxx” that should help clarify. You cannot not get the AAP at Universal without your doctor.
They haven’t shown the numbers, and I doubt they will.
Would it be possible to have Disney use an outside independent hospital system of doctors determine who needs DAS? When you book your trip determine who I fact needs DAS while your booking. People sign HIPPA all the time for various reasons. Let professionals not cast members determine who needs the pass. It is a shame there are so many horrible liars. This would help myself and my family enjoy a Disney vacation.
This is essentially what they do in Disneyland Paris and it works well. This whole DAS process in Disneyworld is a joke, and frankly ridiculous. The fact you have to have paid for your tickets before finding out if your holiday is going to become unworkable is not fair on those that require this additional help.
Medical professionals are brought into the DAS process for many guests – it’s not always the CMs who are making the decisions.
I do note however that no one complained about non-medically trained CMs making DAS decisions when they were handing them out for anyone who asked.
In the online chat you state your reason for needing the DAS for example in our case the disability presents itself “because of the line, in response to rude stares, people’s ignorant comments” and are still denied. This leads one to think that the actual reason doesn’t matter to Disney. Since we have disabilities that can only be seen when they are provoked, this puts others and the person with this disability in a bad position and in some cases an unsafe position. It does feel like Disney isn’t trying to prevent unsafe situations when they disapprove the request for DAS and honestly telling the truth doesn’t seem to be universal. I can be truthful and have documented reasons to have DAS but people here on this thread and at DISNEY (CM) don’t always believe what is being told to them. So this leaves many people who are still willing to wait, but do so outside the line in a no win situation. Wish there was better way to determine the need for DAS and without the judgement of so many people.
Rude stares and ignorant comments should not be a reason for special allowances. I have a neurological disorder (not ASD) and I get looks, stares and such because of the tremors. This would not allow me to skip lines, even though they are exacerbated by claustrophobia, which the lines can cause at times. Sadly, disabilities of all kinds are everywhere and we as a society have become become both rude and thin-skinned. Everybody is offended by everything and everybody feel entitled. This has hurt many systems for those who do not. 🙁 People who abuse have hurt those who have a need.
It is too bad Disney does not just adopt a process/system where a doctor’s note to get something like IBCCES Accessibility Card, is required. Then it is up to the medical professional, not the theme park cast members.
And for those who say it is against HIPAA, it is not. If a person is asking for special accommodations or considerations for medical reasons, it is 100% legal.
Someone has to acknowledge that a TRIPLING of the DAS users cannot possibly be genuine cases. The (very numerous) fraudsters should be ashamed of themselves for disrupting a system that worked for those who genuinely needed it.
Agree, but Disney has blame in this as well.
Was there some fraud? Sure.
But Disney was giving it to anyone who asked for it, including genuinely disabled people who need accommodations, but not to the level of DAS. Queue meetup, return to queue, all of that should have been implemented years ago.
The medical people at IBCCES do not make the accommodation decisions for Universal, Universal cast members (or whatever they’re called) do that in follow up conversations. IBCCES only verifies, based on the documentation provided by guests, that there is in fact a disability.
Universal is also starting to scale back on the number of AAPs they issue, and are telling people to use queue meetup instead.
I believe that most have a legitimate disability, but I also believe that the vast majority with legitimate disabilities don’t need DAS in order to access the parks.
Bunni, the rude stares and ignorant comments can be a trigger as well as the tightness of the lines…the no escaping the crowd, the not being able to see the exit strategy. This is not the only trigger, it was just one of many when a person feels they cannot “control” their situation and at DIsney that happens frequently. The DAS protect the individual from lashing out, from flashing back, and from a lot of uncomfortable feelings that can ruin a day because they don’t just come and go for a person who once triggered doesn’t have an off switch like most of us. It’s just sad that Disney says it cares about the guest experience but won’t assign DAS to someone who only has certain ways of coping and cannot be separated from the caretaker for safety of themselves and others. It’s just better when we can get a return time and not subject my husband to a miserable experience which actually is triggered mostly by the CM giving the rude stare and ignorant comment. Sorry, I should have been clearer in description.
I don’t have a hot take on DAS, but this does make me wonder how difficult it is to get out of DVC when something like this happens.
The Disney corporation thanks all of the bloggers on this thread instructing DAS ‘guests’ to do the right thing and use their earned resources to enjoy the privilege of waiting in a smaller line by skipping the ‘guests’ that do not have those resources and their much larger line. This helps the DC attain our 2026 revenue targets ensuring our shareholders received the value they deserve.
Back to Disney+ for our regularly scheduled programming
Here is a scenario that happens too many times. Grandma is old and in a wheelchair let’s bring her to Disney. 27 people the get to cut the line. Maybe this is why Disney decided to crack down on DAS. ADA compliance and DAS are not mutually exclusive.
I have to translate with Google because I speak French. I believe Disney won’t back down from its decision regarding the DAS (Disability Assessment System). There are categories of people with severe disabilities, both mental and intellectual, who are selected. I have a teenager with level 3 autism, who is non-verbal, with the developmental disability of a 4-year-old. When Disney welcomes us and helps us have a wonderful stay with them, they see and can compare the disability we have to manage with other disabilities that perhaps require less behavioral management. Tantrums, sensory dysfunction, not understanding rules of politeness, cutting lines. Disney has to choose a disability category. Now, there are thousands of autistic children who travel to their resorts, and Disney does everything to help them. I believe they don’t want to lower the disability level.
Agree 100%.
You mention the sense of entitlement along with paid LL and other reasons as a cause. In America I think that’s the big one and we even see it here in these comments. The foreign parks don’t seem to have these issues, probably both because of different laws as well as different cultures.
Yes the foreign parks particularly France, exist in societies where there is a real social safety and people tend to care that other peoples’ needs get met, unlike here in America where everyone just prefers to judge.
It’s also that too many people think that unless Disney provides their preferred accommodation (DAS), they’re in violation of the ADA; this is simply untrue.
Disney has only themselves to blame for this mess – they handed out DAS for years to almost everyone who asked for one, whether they really needed it or not. That’s no longer sustainable, and people don’t seem to realize that Disney doesn’t have to offer DAS at all – they just have to accommodate, but that doesn’t mean it has to be DAS.
And to be clear, I don’t know of a single person who doesn’t want guests who can only access Disney with DAS to receive DAS. But it’s obvious that it was way overused for disabilities that can be accommodated by other means.
This is what fascinates me. You don’t see this topic coming up in the international parks at all. The USA’s sue-happy culture of self-centered entitlement is the problem here.
I would have no problem at all bringing a doctor’s note to Disney World for DAS.
OK…and what exactly would a doctor’s note do with regards to whether or not you need a DAS in order to access the attractions?
“Aschavel has XXX disability – please accommodate them”
This is what I’ve said all along, too. My son is autistic. He used DAS until they changed it. As an adult, he is getting denied. I would be more than happy to show paperwork.
Did you even read what I wrote? Because I’m not repeating myself.
And yes you do have to go all day long to each attraction and repeat whatever the line is. Whether it’s what I say or what you suggest. If your disability doesn’t involve difficulty with social communication, good for you. One of mine does, and it’s burdensome to have to do that every single time you want to get in a line, when there are other ways around that. With the accommodations screening call and the app that already exist. Disney could earn back some goodwill in the disability community by making some small adjustments like that which wouldn’t even be a heavy lift on them because it would use systems they already have in place, and it would make it easier on guests trying to use the alternate accommodations. If they cared, they would. When people show you who they are, believe them. That goes for corporations too.
They can’t use the app to determine accommodations in advance because it will depend on how busy the queue is, how many people are with you, etc. the best they could do is note in the app that were denied DAS and to offer accommodations.
FYI, no one here asked you to repeat anything – why so angry?
First of all, let’s get something straight. Neither I nor any other disabled persons owes anyone the answer to those questions. My disabilities and my accommodations are my business and are not for your consumption, and I quite frankly don’t understand so much of the Disney community’s obsession with judging whether people are “worthy” of DAS or not.
That said, no I did not approach CMs and tell them I was denied DAS because that is not their business and it’s certainly not the business of any rando standing there who can hear. It’s also not required to access those options.
What I have done is approach CMs and say “I’d like to use [specific accommodation] because [reason that applies at that moment time, because my disabilities result in variable levels of support needs depending on many factors].” I’ve had mixed results but for the most part I’ve been accommodated.
BUT SO WHAT? Yes it worked, but I shouldn’t have to be doing that at every single ride when technology could easily solve this by the DAS call involving a thorough discussion of my needs and then marking that on my account. That was the point of my comment, in case you missed it.
WhyAmI 1. I’m not angry. I’m just tired of dealing with people who act like they know everything and don’t even bother to read the entirety of someone’s response before they respond.
2. I never said the accommodations would be pre-approved. I said that you would do the chat and they would tag your account as someone who has been vetted by someone actually trained to assess needs. And then you would still have a much simpler conversation at the queue. Again, you didn’t read what I wrote.
3. I really can’t tell whether you just are selectively responding or are trolling, but I’m over it and not interested in continuing a conversation with someone who can’t be bothered to read and comprehend what I say before responding. And again, not angry. Just over your seeming inability to follow the conversation.
Still don’t get why you are so angry – no one here has asked you about your specific disabilities.
I’ve read everything you wrote, and while you may not be angry, you certainly come off that way.
Yeah, if you go up to a CM and tell them that accommodation you want, and then CHOOSE to tell them why you want it, that’s on you, not Disney. Disney doesn’t require you to tell the CM about your disabilities, you are CHOOSING to do that with the hope that you’ll get the accommodation that you ask for. As you said, sometimes you get the requested accommodation and sometimes you don’t.
But it’s more than a bit disingenuous to complain that “no one should have to talk about their disability to a CM to get accommodations” when you’ve admitted yourself that you CHOOSE to have that discussion instead of just asking for an accommodation.
It becomes other people’s business when you want them to give you something – in this case a spot in front of them so they have to wait longer. If it is one person, it’s not a big deal – but if there are 100s (plus who they are traveling with), it starts to impact the park for others. It is unclear to me how a theme park or any other business is supposed to manage every possible medical condition that people have. There was the case a few years ago of the person who had to ride the rides in a specific order, but the real crux was that they were also unable to wait in line. The good news is that Disney offers solutions if you don’t want to wait in line and pay for that service just like any one else.
QuizneyMel – You do sound super angry and defensive. It is not just one person reading you that way. Just letting you know.
I find it curious that Disney claimed that in the past the DAS was abused by guests. If that were the case, then Disney should have easily been able to identify the abusers (they had to scan in at each ride with their entire party) and handle them in an individual and discrete manner. With the amount of knowledge Disney can and does accumulate about each guest, this was and is a viable option. But, then, Disney would have to do more work and wouldn’t make more money. When I was told to buy Lightning Lane or rent an ECV or just go in line and leave my family there when I needed to exit and then I could return…well all of those options were and are ridiculous. My DAS pass hurt no one. Now, everyone is being punished…Disney continues to disappoint me in the loss of its outstanding customer service….signed a continued guest and a former cast member.
This right here! I am SO tired of “but the abuse” narrative. Hello, those people weren’t approving themselves for DAS. Disney was approving them. They were allowing that abuse to go on because it was benefitting them somehow. (My theory is that they were testing how LLMP would work by allowing DAS users the advanced selections). And when Disney figured out that the paid system with advanced reservations could work-once they had their proof of concept, in other words-bam, all of sudden it’s “we have to crack down on this abuse” and “oh by the way here pay for this thing instead that we just happen to be offering at the same exact time we are taking away this other thing that was similar.” (But not the same and LL does not meet the needs of many disabled people but that’s a whole separate conversation).
You are CHOOSING to interpret me as being angry. Just like I’m choosing to interpret you as arrogant, abrasive, argumentative, and lacking in both compassion and reading comprehension skills. It is what it is at this point.
Once again, I never said I tell them about my disability. I said that I tell them “I need [blank] because of [blank].” And also I phrased it as I’d like to use [specific accommodation] because [reason that applies at that moment time, because my disabilities result in variable levels of support needs depending on many factors].” The reason is never a statement of my disability. It’s a statement of my needs in that moment. If I did what you suggested and say “I got denied DAS what accommodation can you give me?” not only does that disclose information they don’t need to know about my DAS status, but it also doesn’t tell them what my needs are. Are they just supposed to guess what accommodation will work best for me? No, I have to tell them.
I also didn’t say “no one should have to talk to a CM about their disability to get accommodations.” I said no one should have to do it repeatedly all day long. Those are not the same thing (again with your inability to comprehend what I actually said-maybe stop editorializing everyone and take them at face value. I’m autistic-I don’t play those games. I say what I mean and it’s rarely sarcastic or overstated). It’s absurd to suggest that would never have to disclose your needs. If you didn’t have needs you wouldn’t be asking for an accommodation in the first place. And I clearly said multiple times that I do disclose my needs without disclosing disability as that is all I’m required to do by the law.
It is too bad that the nuances of my perfectly reasonable middle ground suggestions for how Disney could improve accessibility-which you claim to favor, no less-are seeming to escape you. Nevertheless, I stand behind them.
I don’t think this is always possible. How would you know if someone is lying or exaggerating when it comes to an issue that is largely invisible? I think the high number of users and decrease in guest satisfaction scores due to long lines is what triggered a move to case-by-case accommodations vs. allowing everyone across the boards DAS use. It’s really unfortunate for people with a genuine need but again, I don’t know how you can prove someone is lying about having issues with pain, sensory issues, panic, etc.
DAS was abused by the disabled guests themselves. There were reports that disabled guests would turn their disabilities into a business by charging able bodied guests to be their tour guides to skip the lines. That’s how they did it. Also many guests would rent or borrow wheelchairs to use in the parks. Too lazy to walk. Skip the lines too.
Autistic people are another category entirely. Why should a mental condition grant them skip the line privileges? They can easily buy Lightning Lane and get the same result.
Buy LL, that solves it. The accommodation can be if it’s sold out, then allow someone with a proven need for the service to buy it. There may be certain situations, like Make A Wish, where line skipping would work, and that could be coordinated in advance. In the DVC example in the article, the only thing preventing the person from experiencing the parks is their reluctance to buy LL, which would solve the problem. And I do have experience with visiting Disney with a person having a disability. My FIL had ALS and couldn’t even move. He was completely immobile and had a large electric wheelchair. We bought LL, he refused to use DAS. It’s a choice to visit Disney, not a right. I know this opinion will be very controversial, but it’s fair.
Make a Wish, via Give Kids The World, provides wish families the equivalent of LL Premium, that is, they can enter LLs without a return time, which is great.
As for buying LL in place of DAS, they don’t work the same, and as it is a paid service, it can’t legally replace an accommodation, though it can be used in addition to an accommodation.
I do agree though that the author of the Orlando Sentinel piece just isn’t interested in trying the offered accommodations. She’s made up her mind that only the DAS will do, in spite of the fact that hundreds of people take wheelchairs, including powered wheelchairs, through the lines every day without a problem. Heck, people take ECVs through the lines ever day, and they have a much larger turning radius than a power wheelchair.
I tend to agree with you, Emily.
Emily – good for you having an opinion. And I am sure there a people that agree with that opinion (at least the odds say their should be.
Glad it all worked out for your family, just try to remember your family has its own story, but it’s not the only story.
That doesn’t make your opinion fair, but I can see your mindset is closed.
The Disney Corporation doesn’t care about you, me, or anyone on this thread; in their parks, or anyone on this planet. They exist to make more money and my unpopular opinion is they are very happy to hear you sell their LL solution to lifelong guests that have situations that you and I don’t live (or understand) that get to shell out more of their earned resources to help management make this years growth targets.
$$$ Back to your regular scheduled Disney+ program $$$
I agree with you, Emily
This is why there should be qualified professionals helping Disney work compassionately with families. I can say that in our case the disability was not there from birth, it came as a result of being exposed to horrific war situations and being in situations where you feel you can’t “get out” of the environment. This makes line standing an extremely uncomfortable situation. In this scenario my husband wants to be at Disney as we grew up with Disney in our lives but the ability to enjoy the park is diminished for him. He wants to accompany me but it is hard on him mentally and physically so he asks for the DAS so he doesn’t ruin my experience or anyone else’s. This can be seen by others as not a necessary need but until you have experienced this for your own life, understanding is minimal. I can say that i am more compassionate to everyone’s needs after being affected by our own life struggle. Money is a motivator for Disney which is fine but that comes with a price to the guests in so many ways. Can’t say I have any good solutions sadly.
Having the person who needs the DAS on the call is understandable but frustrating given the nature of why some families need a DAS. It’s awkward for everyone, to say the least, to explain to a stranger why someone needs accommodations while preserving the dignity of said person.
But I also think at least a lot of this could be solved by using some kind of third party vetting system like other parks do. People who need a DAS would be happy to provide some sort of proof, if given the option.
As a side note, I would pay for a feature that functions the same as a DAS pass, not a “skip the line” pass but a “hold my place” pass. I don’t mind waiting; I just don’t like being stuck while I do.
Seems like it would be a win for me and Disney, in that I could spend my time doing other things besides waiting in line and they’d get more of my money when I inevitably spend that time in shops or a restaurant.
The problem with a system requiring proof is twofold…first, there is no way to really vet whether or not the documentation is real. Second, proving that one has a disability does zero to determine what accommodations are needed. Universal uses IBCCES to validate disability, but they still do an interview to see what accommodations they will offer. And over the last few months, they’ve been issuing fewer AAPs, and offering queue meetup instead.
Not all disabilities need a DAS in order to be reasonably accommodated. In fact, not all people with the same disability need DAS, so I personally don’t see what adding that layer does.
There is a difference between using a wheelchair in line because you need it only for mobility and using a wheelchair in line when you also have another disability that may require you to quickly exit the line. That is what she is saying she cannot do safely. I don’t use a wheelchair at all and I have had trouble walking out of a queue when I’ve needed because of other people and other wheel chairs. Some of those queues are narrow in places and absolutely don’t have room for one wheelchair or scooter to pass another.
I agree with you that Disney is unlikely to make any substantive changes to who can obtain a DAS unless they are ordered to do so by a court, and I believe that is highly unlikely, although I could absolutely be wrong.
The DAS is (and should be, IMO) meant for a very specific group for whom their very presence in the line causes the disability to manifest in a negative way. So, while it is heartbreaking, for example, that a toddler had to have a heart transplant as a baby, I don’t find it heartbreaking that she was denied DAS. Handing out DAS for something that might happen *in* a line v. something happening *because of the line* is what caused the DAS to be so overused over the past few years.
And as you alluded to, overuse of the DAS affects everyone in the park; prior to the changes, many people who actually needed the DAS couldn’t even utilize it effectively because the LLs were so overcrowded. By the same token, non-DAS users who bought LLs were affected by not getting the full value for what they spent, and guests in the standby lines waited much longer due to overcrowded LLs.
The training about and execution of alternate accommodations was atrocious in the beginning, but it is improving, and I see many former DAS users in forums I frequent who are able to utilize the alternatives very effectively. Are the alternatives as easy as DAS? No, but the ADA doesn’t require easy, it requires reasonable.
Changing eligibility criteria addresses overuse, but I’m of the opinion that Disney should also make more of an effort to address abuse, in part by making the DAS less attractive to those who would abuse it. If DAS is supposed to approximate the standby experience, then make it do so. No more riding other attractions via standby while you’re waiting for your DAS return time. No requesting a return time unless you’re in the vicinity of the attraction for which you want to obtain a return time. No issuing of a return time unless the standby wait is at least 20 minutes.
As for the Florida Commission on Human Rights, they found in at least 13 cases that Disney had discriminated against guests when GAC was discontinued, but as they have no power to enforce compliance by Disney, it’s somewhat of an empty gesture.
Yeah it’s not reasonable to ask people to explain the need for their accommodation multiple times a day to people who aren’t trained to understand those needs. It’s also not reasonable to ask disabled people to have to share private information in such a public way to be able to access the services (aka the rides) at a theme park. There is a way to provide these alternatives through the use of the app and on the actual DAS call, and that would mitigate a lot of the frustration and indignity people are suffering.
Key word: Disney HAD a good track record with being accommodating. They don’t anymore. There are so many things they could do, especially using the app, to make DAS more targeted to people’s specific needs. As an example, I can’t do roller coasters or drop rides that are inside nor can I do VR or spinning because of my disabilities (which is not related to my need for DAS). So at HS, that means that I can ride Toy Story Mania, Runaway Railway, and Slinky Dog Dash (although I don’t really ride that last one much at all). If I am having a really good day, I can maybe handle Rise. Maybe. (Although that queue is one of the most difficult for me). So why should I pay for a LL that lets me get on three rides? That’s not a good value to me. (Not to mention that sometimes my disabilities mean I need an unexpected break, and you can’t always modify your LL if it’s already sold out for the day, so then I’m out of luck). Either change the LLs for people who no longer qualify for DAS to meet their needs, which could be done through the app-you get say, five rides total, use them how you want, but they block out the ability to use it on rides you told them you couldn’t ride. Or allow more limited DAS, which could be handled the same. Some queues are fine for me. Some are not, and I can generally explain which ones are a problem and why, so issue me DAS for only those queues to ensure I’m not scamming. Or put a note or flag on my account so that the CM at the ride isn’t the one making the decision about return to queued and specify which rides I can use it one based on my individual needs. And this is really the big issue with Disney for me. They could have done this much differently with the same result by actually involving the disabled community in the rollback. But they didn’t, which sure says to me that they don’t care. They think LL is the solution for everything because they didn’t talk to actual disabled people. Those CMs on those calls are some of the nastiest people I’ve met in my life (one called me a liar to my face about my disability). They could fix some of these things if they really called about disabled people, accessibility, and their image in this area. Josh D’Amaro can talk until he is blue in the face about Disney’s track record, but that doesn’t mean diddly squat to my reality today.
So QuizneyMel, did you try any of the alternate accommodations? Did you approach attraction CMs after you were denied, told them you were denied DAS, and asked them what accommodations they could offer?
QuizneyMel, you don’t have to explain all day long – you tell the CM that you were denied DAS, and ask them what accommodations they can offer.