Guide to Disability Access Service at Disney World
This post offers info & tips for using the Disability Access Service (DAS) at Walt Disney World for those with special needs to experience attractions, plus new details for the Genie system. This is based on our experience with my dad, who has a service dog. (Updated October 13, 2021.)
This guide to using DAS at Walt Disney World comes in response to reader comments and questions, but I want to make it abundantly clear that this is anecdotal. We have a grand total of four days experience with DAS at Walt Disney World, and are far from experts on it.
Rather than relying solely on this post for DAS and other accessibility tips, I’d recommend reading the resources on DisneyWorld.com, as well as other sites specifically focused on disabilities at Disney. This post is only accurate to the extent of our experience. With that said, here’s a look at our experience with using DAS at Walt Disney World…
October 13, 2021 Update: Let’s start with the process for obtaining the Disability Access Service, and how it works. If a guest needs DAS, there are now 2 ways to obtain the pass (it’s really more a status in My Disney Experience than a pass like the old Guest Assistance Card). As before, registration can be done at Guest Relations locations near each park entrance.
In addition to that, there’s now a new way to register for the DAS program: pre-arrival via live video chat. Before you register, make sure to:
- Add your travel party to your Family & Friends list in My Disney Experience, so they can be included in DAS plans
- Link valid theme park admission for each member of your party
- Ensure that the guest who is requesting to use DAS is present at the time of registration
Eligible guests now have the option to pre-register virtually with a Cast Member via live video chat between 2 to 30 days in advance of a park visit. Video chat is available from 7 am until 11 pm Eastern, and requires logging into your Disney account.
When you’re ready to chat with a Cast Member to register for DAS, you can engage in a live video chat using the “Request Live Video Chat” button on DisneyWorld.com’s DAS page. Make sure the device has a working camera and a microphone. You must review and accept the Terms & Conditions before requesting a live video chat (you literally won’t have the option until accepting the T&Cs).
Once you’ve pre-registered via live video chat, you’re eligible to pre-select up to 2 one-hour return windows for select experiences (subject to availability) using Walt Disney World’s new DAS Advance planning option as early as 30 days prior to a park visit. These selections are in addition to the return times you can request throughout the day of your actual park visit.
More changes and additional features are on the horizon with the rollout of Disney Genie, Genie+ and Lightning Lanes. At this point, we don’t yet know how all of that will work in tandem with DAS. Keep an eye on our Guide to Genie+ at Walt Disney World and Lightning Lane FAQs for more info.
As before, eligibility for Disability Access Service is based upon a guest’s need, not diagnosis. Cast Members will not, and by law cannot, ask for proof of a disability. Rather, they will ask fairly open-ended and vague questions about the type of accommodations a guest needs based on the disability or condition.
These Guest Relations Cast Members who issue the DAS are well-trained on this probably in equal parts because they are the creme-de-la-creme of Walt Disney World Cast Members, and because Disney wants to steer clear of ADA violations.
When the inquiry is complete, the guest with the disability has their picture taken and the Disability Access Service is added to their My Disney Experience account, and it’s accessible via MagicBand or theme park tickets at kiosks outside attractions. All family members who will be experiencing attractions with the guest obtaining the DAS need to be present at Guest Relations to have their MagicBands scanned, too.
After this is done, the DAS status is valid for 60 days across all Walt Disney World parks. Waiting in line was the longest part of this, with the whole process from start to finish taking us less than 5 minutes after that. It was painless.
Once a guest has DAS status, they or one of the other party members who had their MagicBand scanned can head to a Cast Member outside the attraction to obtain a return time. (In our experience, this Cast Member was usually holding an iPad-like device and standing under an umbrella outside the queue.) Since my dad has somewhat-limited mobility, we sometimes sent a “runner” to the attraction to obtain a return time, while he sat elsewhere.
The return time is determined by adding the current wait time for the attraction to the current time and subtracting 10 minutes (to account for transit to/from the attraction). For example, if it’s noon and Frozen Ever After has a 90 minute wait, the DAS return time would be 1:20 p.m. DAS is not a front of line pass or some sort of “Golden Ticket.”
While any party member can obtain the return time, the guest with the disability must be present for the other party members to board the attraction at that return time.
Note that you can use DAS in tandem with FastPass+ (or Genie+ and Lightning Lanes going forward), but we did not. Part of that is because it felt a bit like double-dipping (my dad’s a military man with a love of rules and order), and part was because that would’ve been too much for us to do in terms of walking with my dad and his service dog.
Usually, the DAS return line was simply the FastPass+ return line. On some older attractions (particularly those in Magic Kingdom) the DAS line was different, or branched off from the FastPass+ line. In all newer attractions, the DAS process went smoothly; it was easy to use and felt genuinely accommodating.
That’s the process in a nutshell, but I’m sure that leaves plenty of questions unanswered. Disney has an official Disability Access Service FAQ that addresses additional questions (and I’m happy to answer other questions–within the scope of my knowledge–in the comments to this post).
On older attractions where retrofits were made to make reasonable accommodations under the ADA (enacted in 1990–Magic Kingdom opened in 1971, Epcot in 1982, the Studios in 1989, and Animal Kingdom in 1998), it was far less smooth and pleasant. This was particularly true in Magic Kingdom where there are several attractions built in the 1970s.
The retrofit would not have been a problem in and of itself. It was exacerbated by Cast Members who were (typically) performing double-duty managing FastPass+ lines and also trying to accommodate DAS guests. While I cannot say we had any negative or rude encounters directly, we did witness some attitudes that seemed less than “accommodating.”
I’m not sure whether there’s some causation or if it’s just correlation (again, we only did this for 4 days, so this is totally anecdotal), but these unpleasant encounters were almost exclusively on older attractions with more convoluted DAS procedures. These procedures no doubt stress out Cast Members, too.
This is not to give Cast Members a pass for being anything less than accommodating. It is what it is. I was a bit surprised that Disney does not have dedicated DAS Cast Members at each attraction, trained in the same manner as Guest Relations Cast Members.
Not only would this be a more guest-friendly approach, but it would behoove Disney to do so from a legal liability perspective. Again, there’s a narrow set of questions Cast Members can ask without running afoul of the ADA. (I’ll just leave it at that…)
With that said, our experience was resoundingly positive, particularly outside of Magic Kingdom. Cast Members were largely very friendly and eager to help, and this was particularly true at Epcot and at Toy Story Mania in Disney’s Hollywood Studios. The Cast Members at Toy Story Mania were, far and away, the best we encountered over the course of the trip. (And this was multiple Cast Members, so it was not a one-off.)
What follows is more specific to our experience with my dad using a service dog at Walt Disney World, and not necessarily representative of what anyone else using DAS will encounter. I figure it’s nonetheless (potentially) helpful to read others’ anecdotes…
In terms of using the pass, there were some limitations we would have faced by virtue of the service dog. For example, Big Thunder Mountain, Expedition Everest, and other intense attractions would’ve been off the table because of the service dog. My dad can’t do those anyway, so it was a moot point.
The service dog was allowed on boat rides, such as Gran Fiesta Tour and Frozen Ever After, but we should not have done the latter. When describing the attraction to my parents, I forgot to mention the backwards drop, which freaked his service dog out. Oops. (In my defense, they had been on Maelstrom countless times.)
Outside of DAS, our experience using a service dog at Walt Disney World was pretty positive. I know my dad would’ve preferred to stay at Shades of Green, but the Fort Wilderness Cabins were an excellent (and far better) option with the service dog. I’d highly recommend Fort Wilderness to anyone with a service dog.
The one caveat here is that you definitely want to specify that you have a service dog when completing online check-in and also additionally request being close to a bus stop. We were placed in one of the accessible cabins, but a bit farther from the bus stop than ideal. Fort Wilderness is a huge resort that can mean a good deal of walking and changing buses. However, it’s far more inviting to a service dog than a hotel.
Table service restaurants were a bit hit or miss. There were a couple of times when we were seated in the middle of a crowded restaurant when tables along the perimeter, away from other guests were available. Usually, requesting to be moved worked fine, but I was surprised we wouldn’t have been seated in these spots to begin with.
I want to give Disney the benefit of the doubt on this one. Perhaps staff at these restaurants do not want guests with service animals to feel ostracized? My parents’ take is that they’d prefer to have a bit of space away from others in the restaurant, and they also understand that a restaurant is a restaurant, and other patrons may not want to be around an animal. It’s quite possible others with service animals have different perspectives, though.
Beyond that, it felt like Cast Members went above and beyond more often. Even those who were not assisting with the DAS process were particularly helpful and friendly. In large part this was probably because my dad has a visible disability and a service dog wearing a vest, so I’m not sure it’s something every guest with disabilities will experience. It was nice, though.
There are a lot of misconceptions about the Disability Access Service at Walt Disney World. The biggest is that it’s a front of line pass. Again, it’s not. There is the potential for abuse, but the system is imperfect out of legal necessity. (I’ll reiterate for the third time that this is by virtue of the ADA.)
However, since the controversy a few years ago about the Guest Assistance Card, there’s a lot more scrutiny concerning guests using DAS and this lingering belief among some other guests that they are being ‘disadvantaged’ by the system. This manifests itself in the form of disdain towards other guests using DAS. We did not experience these attitudes firsthand (my dad’s disability is plainly visible), but I’ve witnessed it both over the course of our visits and in reading online discussions.
My advice here would be to, respectfully, mind your own business. There are myriad invisible disabilities from which other guests could suffer, and the judgmental gaze of guests ‘scanning’ a person using DAS to ‘make sure’ they really have a disability and are not gaming the system is…I don’t even know. I can only imagine how it’d make me feel if I were on the receiving end of those judgmental stares.
Unless you’ve recently been nominated to the post of World Police, don’t give it any thought. Even if people are still gaming the new system (if there’s a system to be gamed, it will be gamed), what does fixating on it accomplish? There is absolutely zero upside.
Not only is the weight of your eyes invariably falling on someone with an invisible disability (an unpleasantness they likely feel all too frequently) but you’re upsetting yourself with something that’s entirely outside of your control. Life is too short for that, and it’s far better to be happy at Walt Disney World.
Overall, I would say our experience with Disability Access Service at Walt Disney World was mostly positive. I’ve struck a few cautionary notes here, and that’s mostly so those first-timers with disabilities go in with realistic expectations. Walt Disney World has a deserved reputation as being incredibly accommodating, and going above and beyond. This does not mean your visit will be without hiccups, though.
Anything with humans is an imperfect system with the potential for inconsistency, and that’s true with DAS and Walt Disney World. There’s also the balancing act Disney has to perform between using DAS to reasonably accommodate guests in need, while also discouraging widespread abuse, and maintain normal attraction operations. It’s a very tough needle to thread, and to Walt Disney World’s credit, I think that by and large, the system is pretty good from that perspective. But again, we only had 4 days of experience, and my opinion of the system is entirely predicated upon that limited exposure.
Planning a Walt Disney World trip? Learn about hotels on our Walt Disney World Hotels Reviews page. For where to eat, read our Walt Disney World Restaurant Reviews. To save money on tickets or determine which type to buy, read our Tips for Saving Money on Walt Disney World Tickets post. Our What to Pack for Disney Trips post takes a unique look at clever items to take. For what to do and when to do it, our Walt Disney World Ride Guides will help. For comprehensive advice, the best place to start is our Walt Disney World Trip Planning Guide for everything you need to know!
Your Thoughts
If you have experience with using the Disability Access Service at Walt Disney World, what do you think of the experience? Anything we didn’t cover here? Other things to know? Strengths of DAS? Weaknesses? Any other Disability Access Service tips of your own to add? If you have not yet used DAS but are considering it, do you have any questions that we did not answer here? Please feel free to share your personal anecdotes about DAS and other thoughts in the comments below!
I have used DAS for my uncle with intellectual disabilities and am so grateful for it. A trip to Disney World would simply not be possible for him without it.
I was reading over the new DAS Advance and hoped someone had some insight as the customer service as Disability Services didn’t provide as much help as I hoped when I called this morning. With the new system a video chat is required with the individual needing DAS.
My concern is that my uncle simply cannot handle knowing any amount ahead of time, even just 2 days, that we are going. Any EXPERIENCE with this new pre-registration? Are they able to meet with him in the video chat without disclosing the vacation? Thanks!
Thanks so much!
Great post on dealing with unseen disabilities. I had cancer ended up with a severe case of vertigo. I have to use an electric scooter to get around while at DW. I get lots of looks as I am a big man and people assume it is my size causing the need for the scooter. It is something I will never get used to. One more thing I will ask is for people to recognize scooters. I have nearly hit people many times. i can assure you whatever or wherever you are heading to will still be there if you need to recognize a disabled person. Thanks for your consideration.. Tom, as always, thanks for your hard work and great insights. Tell your dad thanks for his service. God bless.
@Robert
If that’s how CMs are trained, because of a (insulting and erroneous) belief that maybe we don’t know how our own bodies work, then that training should be flung out a high window and perhaps into a lake, because that’s awful.
We’ve used DAS for our daughter since she was 18 months old she is 7. She has an invisible disability … no colon and only 1/2 her small intestines, Short Bowel Syndrome. Although she is potty trained we diaper during our visits because she cannot wait more than a minute or two before needing to be in the restroom which she needs to use up to 15 times a day. Without the disability pass there would times we would have to get out of line two or three times waiting for a single ride or show. There is also the issue of random vomiting. Cast members have been awesome about letting us reenter lines multiple times if we need to.
She is a beautiful child with no visible signs of a disability although she has a feeding tube, it is hidden under her clothing. In our experience in our 8 two week WDW vacations the cast members and character experiences have been so amazing I spend most of the day crying because of the wonder of Disney Magic! However, we have encountered awful visitors who have said hurtful things to us accusing us of using the DAS fraudulently. We are in our early 60’s and our sweet girl is adopted… so I get it that we don’t look like typical parents of a young child. But… she is still a small child and saying something mean in front of a small child is bad behavior. Just be kind!
We love WDW cast members and their tender hearts toward a child who has hard days everyday. They are our heroes.
Diane York, my family went to Disney in 2017. We had 14 in our group with 4 different family groups. We had 2 DAS passes. 1 for severe Anxiety and sensory processing issues, 1 for type 1 diabetes. So we had 2 DAS passes in our group, with everyone linked to both passes.
Brighter,
I wonder if perhaps the CM are generally trained to address the families in case the DAS recipient has an emotional disability. It would be impossible to see and could cause problems if the guest thinks he/she could transfer but is in denial or isn’t aware that they can. Since it is such a brief interaction, it’s possibly the cautious approach.
I’m so glad you published this article. I have been going to Disneyland since the first month it opened in 1955. I Was 5 and it changed my life as a disabled person. My first experience with DAS was a visit in 2005 to Disneyland’s 50th on July 17th 2005. I read your posts daily and try to imagine getting around on the transportation system using a ecv. My first visit to
Disney World was 2000 and the system worked well but with all the new restrictions it’s hard to plan. I’m staying at the Waldorf but i am uncertain how to move from park to park or to Disney Springs There are alot of rides that have a moving platform to move onto in order to get into a seat. How did your father manage that?
I have a mobility disability and use a wheelchair and at least once every couple months there is an incident where a CM speaks to my husband or my daughter rather than to me. Last time my daughter said, “it’s okay, you won’t catch anything if you talk to her,” when a CM asked “Can she transfer?” and the CM blushed but didn’t apologize. It sucks and makes me feel so small, but I also don’t want to spend my time complaining.
My son and grandson suffer from extreme anxiety & fear of crowds. (Going to be a challenge for us). But my question is: Can 2 people in your party have the DAS pass? There may be times when my son will be on a thrill ride & I would like to take my grandson on a calmer ride while we wait.
Thanks for your very informative newsletters. I always look forward to them.
I have to share a funny moment with you- I often quote facts that you share about everything Disney with my family. For my birthday, my daughter in law went on etsy & ordered a plaque with what she thought was a Disney quote. At check out she noticed it said “a Tom Bricker Quote”. She said “Perfect!” And bought it for me. The quote says “Here you leave today and enter the world of yesterday, tomorrow and fantasy.” Great gift!
Please thank your father for his service for me & let me know if you know whether we can have 2 DAS passes for the same party.
We just got back from a Disney trip and we were approved for DAS for our 6 year old son with Autism, ADHD and Anxiety. At first I wasn’t sure if we should apply, but quickly noticed how true the need for this service really is. It is most definitely not a line “skip”. The virtual waiting allowed us to search food he would eat or take a sensory break. It also helped when we actually got in line with our return time because the shortened time cut down on tantrums and anxiety. “Typical” children can understand why there is a wait, for kids with processing disorders it’s extremely difficult to understand. We only had pleasant experiences with cast members. My sons disability is purely mental, not physical and no one ever made us feel like we shouldn’t be there. As far as other guests, I didn’t notice any glances or chatter either. We will return and we will look into DAS again if needed!
Thank you so much! I was unaware of his this works and will definitely request DAS for our next visit with my Mom. She has Ushers which causes loss of vision and hearing. It’s so upsetting for her when she hears comments such as “you don’t look blind”! She loss her 12 yo service dog but we are always there to help. The cabins at Fort Wilderness are lovely. Thank you again!!!
Another well thought out and informative post. Thank you to your Dad for his service and to your family for his service as well.
I agree, I have 1 lung, have severe neuropathy due to chemo, and am still on daily chemo I use a scooter because I can only stand a few minutes at a time. I would rather go through the regular line then get “the look” because I “look non disabled”. But I would GLADLY trade a lung and daily chemo to give up my scooter and happily walk and stand in a 2 hour line. We went in September and had a great time.
in Nov. this year 2021 will be my fourth trip to WDW Resort and camping at Fort Wilderness resort, as age creaps up, the weaker I get, Now I’m using a cane and walker to get around. n 2013 my son and I went to EPCOT Center, as we went in the Space Earth< I fell down lost my balance on the moving platform, the case member STOPPED THE RIDE, so that I can get up and walk to the ride …
I totally agree. It broke my heart reading about your sister and nephew. My son is also autistic and has a terrible time waiting. I also wish DAS included the characters.
We have always used the DAS for my autistic son. Only once did we encounter a rude comment. I came up with the best response should happen again and invite anyone to borrow it. In a calm voice, I would tell the rude person that I would gladly wait 12 hours in their line if it would cure my son’s autism. I believe they would be rendered speechless.
I would add that Disney cast members are very accommodating even to those who don’t utilize DAS. ie my daughter has anxiety and is sensitive to loud noises. Each time we entered a show (ie Frozen singalong, Lion King, etc) we asked to sit near an exit, for a “quick escape” if needed. They happily obliged.
What kind of dog is that? It looks exactly like mine.
1000% agree with the “hidden” disability judgement leading to more scrutiny. It is hard enough for some people to humble themselves and ask for accommodations, and the added stress of feeling judged is depressing. I have a traumatic brain injury- with a lot of sensory issues typical to people with autism- and the DAS pass made my trip with my girls so much more, well, accessible- the way it should be. However, I do feel Disney needs to take it a step forward, especially for the younger guests, and allow it to be used for character visits. My nephew who is autistic, didn’t have a great experience when he went at age 7- he wasn’t interested in most rides- they terrified him- he only wanted to meet characters. However, the incredible wait times for some characters were just too much. My sister left the trip in tears of frustration, and that broke my heart- especially since the accommodations helped my family so much.
It’s a learning curve for anyone unfamiliar with living with disabilities., Disney employees included.