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.
@ Jackie
“not angry becuase of denial of DAS, but fear of being denied a return time because that is what works in our “situation”. I am unable to leave my spouse to wait outside the line. I am not taking a large crowd with us.”
Then that’s all you should need to tell them – that he can’t wait in the line and he can’t be alone.
“Also I don’t consider coming back to the line, not waiting. We do have to wait. Just not in the conditions that are ripe for a PTSD flare up. ”
I feel the same way, so not sure why that’s a point that you are bringing up, as if we disagree.
“Please don’t compare my situation with yours.”
I didn’t compare our situations, so again, not sure why you’re even bringing that up. I told you how our family handles what works for us, and I only gave the example to show you that no, you don’t have to constantly explain the disability in order to get accommodations. If you are being asked at every attraction, then what have you done to correct that? Have you asked for a supervisor on the spot to let them know what’s happening?
@WhoAmI….Perhaps that has been your experience, but it’s never been our experience, and we’ve gone more than a dozen times since the changes two years ago. Perhaps it’s because our family doesn’t go to the CM angry about not having DAS and demanding a return time.
The above comment is most definately a comparison. Stating that it has not been your experience and that someone might be approaching anyone in anger is also a judgement that you do not know is true. So sad that you cannot see that you compared. It’s not apples to apples either so Ill rest with my comments, say what you will.
If you are being asked at every attraction, then what have you done to correct that? Have you asked for a supervisor on the spot to let them know what’s happening?
Yes. However at that point the experience is ruined. You clearly don’t understand and I accept that. There are a lot of people who don’t and it’s not your responsibility to. Have a good weekend!
@ Jackie
“You DO have to repeat yourself at every single ride. You have to tell the CM because they ask you why you need it. Some even argue with you or tell you to try waiting in the line and then if you can’t you can come back to them so that is twice on one ride. So what you are saying is untrue.”
Perhaps that has been your experience, but it’s never been our experience, and we’ve gone more than a dozen times since the changes two years ago. Perhaps it’s because our family doesn’t go to the CM angry about not having DAS and demanding a return time. He always asks if he can do queue meetup with our party due to his disability. He’s never been asked anything about the disability, nor has he ever been denied the queue meetup.
@WhoAmI ….not angry becuase of denial of DAS, but fear of being denied a return time because that is what works in our “situation”. I am unable to leave my spouse to wait outside the line. I am not taking a large crowd with us. Also I don’t consider coming back to the line, not waiting. We do have to wait. Just not in the conditions that are ripe for a PTSD flare up. Please don’t compare my situation with yours. I don’t claim to know what’s right for you. Do you think you know best what works for me and my spouse? Are you are a medical professional who works with PTSD/TBI veterans? And I have also been to the parks at least 12 times in the last 2 yrs and have been going to DISNEY since the age of 4. Honestly it is the place we have chosen to spend our vacations most of our lives together and with our children. My son got engaged there with 14 of our family members present and we all love it. But my husband is not the same after his 23 years in special forces. He hasn’t lost his love yet for Disney and struggles to not stress now when we go due to his ailments. We won’t try for DAS anymore due to the dehumanizing experiences we have had. We are not the only ones who feel this way. I do pray that the process improves for all who need the service.
@“WhoAmI “ why don’t you announce yourself and address what disability you face and/or your dependents face and let me be the judge.
I have a lot of answers for a lot of different things whether “you like it or not”
But let’s remember one thing YOU TALK SO MUCH OF RETURN TIMES and all these other options , they all require you to state your disability over and over. You should not have to do this 10 times in a day just to have a return time and then to have a little 17 dollar an hour pay grade ask you why. Or a coordinated come with an iPad to say they can’t do anything . It’s all a waste of time when no one in the park standing at the FRONT OF A RIDE NEEDS TO KNOW WHY I NEED A RETURN TIME .
so what’s your disability or who are you experiencing this with ?
@WhoAmi ?
The alternates don’t require you to state your disability at all, let alone over and over. You simply tell the CM that you were denied DAS and would like to know about alternate accommodations or ask for the specific accommodation you would like (although they may offer something different, based on party size, ability for disabled person to be alone, etc.).
Our family has someone whose disability is related to bathroom issues, and he used DAS for years. Now he simply talks to the CM, waits outside the line, then meets up with the rest of our party near the boarding area (he goes through the LL to meet us, so no pushing through a crowded standby queue). So now instead of six people unnecessarily going through the LL, five of us wait in line, and one person goes through LL. When you multiply that by the number of people who now use alternate accommodations v. the DAS, it’s a significant cut in the number of people in the LL.
Sure the DAS was easier, but it was much more than what he actually needed; unfortunately, prior to the changes, DAS was the only option.
I totally agree with the old fast pass system and it did work for guests…but not for the Disney’s wallet. The fast pass removed the discrimination that is currently taking place within the DAS process. It certainly feels discriminatory when you are told “sorry for your issues but we don’t feel that you could benefit from DAS. WHAT? Especially when they ask what other accomodations we receive at the airport or at the mall or anywhere else. They KNOW they aren’t handing out DAS to you at that point yet they ask you these degrading questions and THEN DENY you’re in need. It just feels off and needs revision. I have seen comments regarding doctor notes too and Ill say this about that…if a person receives a 100% disability rating from the government it was NOT handed out easily or like candy. We have to go through rigorous testing, questions by phycologists, mental imagining etc. to receive that rating and there are multiple needs the DO warrant not waiting in line for safety reasons and other reasons. So, for those on this thread who continue to say people are abusing the system and lying to get what they want…maybe some do that but there are quite a few that have put their lives on the line FOR YOUR safety. It’s too bad the most you can do is say they could be lying and it doesn’t mean they need DAS. You know who you are and should be ashamed. Thank you to all our brothers and sisters in who have given the ultimate sacrifice, paid the price with their mind and body, you are seen, you are appreciated, you are loved. Any to those who struggle to enjoy life at Disney and this system has derailed your ability to do that, I pray that someday this changes for the better for you.
You may not like it, but the fact is that having a 100% disability rating from the government (yes, very hard to get) doesn’t mean that the DAS is the only way to be accommodated. For some, it may be the only way, but for most, it’s not.
Wow, Jackie you have anger issues! Have a magical day!
You DO have to repeat yourself at every single ride. You have to tell the CM because they ask you why you need it. Some even argue with you or tell you to try waiting in the line and then if you can’t you can come back to them so that is twice on one ride. So what you are saying is untrue.
I agree with an early statement. If Disney brought back FREE fast passes it would make everyone feel they were getting a value out of their Disney trip. I think we are all so emotional cause frankly life is really crazy and messed up right now. Where bad behavior, cheating, and hurting others has become the new norm! However so many of us want to escape the hell of everyday American life and we love going to Disney to have fun and laugh and see others smile. If now only Disney would get a soul, and bring the fast pass back for all! It makes me wonder if Chapeck was originally brought on to give Disney a fall guy to dislike since he brought so many negative changes to the parks. FREE FAST PASS FOR ALL
WHOAMI …there are levels to disability ratings even at 100%. Sounds like you are not fully informed and quite ignorant in your responses. NO ONE said DAS was the only way and for your to say “for most” it isn’t, you are judging. There is a whole category of 100% Totally and Permanently disabled veterans who are given that due to severe (more than 70% PTSD) and it’s bold of you to even speak on that determination. Like Brene Brown said..IF you are not in the arena you do not get to judge. We are not talking a generalized disability rating…this is quite specific. The point here is that a veteran who has that determination has been through a battery of tests and evaluations and there’s no lying taking place when they are asking for the DAS. They need it and who are you to say that they don’t?
@JenK yes it’s personal to me. Yes I feel anger when truth is called into question. Jesus did that too. That doesn’t mean I have issues. I will have a magical day. Hope you do too!
In 2011, we first arrived at Disney with 3 children, the youngest being 11 year old non verbal, vulnerable to heat seizures and autistic, yet the system back then, allowed us to have the time of our lives. Since then, the magic has trickled away, drip by drip, by year. Now, our two oldest kids are married so just my wife and I bring our 24 year old special child to one park per year. DAS is adequate, but the whole day is based on clock watching, minimizing how much we have to walk (I’m 71 now), looking at our phones and trying to navigate the apps. Spontaneity is almost impossible. Our child (adult) wears diapers, needs to be near shade, and will often not stand still and still other times we need to stop and leave the park and return later (we can not justify on site hotels). I can only imaging how hard it is for other medical situations. I understand Disney is in a no win situation, but so are we. Maybe I wish Disney would be a bit nicer, there are times when a i really don’t think they care…. maybe they have seen too much greed and they can’t care any more. I have read three books on the lives of Walt and Roy and I wonder how they stayed so positive when they were scammed, used and watched their own employees turn on them in the 30s and 40s. I hope and pray Disney Corp can find better ways (without the courts) to help the truly needy. Sometimes the families of these kids need a smile and a break more than the kids themselves.
Amen and sad to hear your issues and pray that Disney finds a way to fix this for you and me as well.
I agree there were abuses of the DAS and I t infuriated me, actually talked a person who was hired to go with a family to use the DAS.
Needles to say I was infuriated due to being a 100% disabled veteran due to lung damage and PTSD from an Iraqi Med Corpsman attempted stabbing in my back while serving at Sather Air Base at Bagdad International Air Port. My body armor saved my life. Including the nightly mortaring our compound.
But Disney spit on my military service and disabilities with their change.
We can not afford the exhibitant cost of the “Fastpass” system.
1970s to now and no longer can afford or absorb the increase.
So long, farwellvit sad to say we can not afford go to WDW.
Byron – Thank you for your service. You have my respect, gratitude and love.
Here I am, 69 year old grandma who once lived Disney. Can’t stand long or walk far, so ECV remedies that problem. You want me in line, but I also have Crohns. Wearing a diaper is not a remedy. It helps only in an emergency and NOT for long. You will be n front of ne or behind and complaining wondering why I thought I could ride a ride. Hope and pray you are never me!
Amen and sad to hear your issues and pray that Disney finds a way to fix this for you and me as well.