Disney will soon be changing its theme park policies for guests with disabilities, limiting eligibility for services that allow some people to avoid ride queues.
An update posted by Disney on its parks website this week has sent waves of anxiety among fans wondering whether they will still be able to use Disability Access Service, known as DAS. The change comes after Disney acknowledged that some customers had abused the program. The company has already taken steps to crack down on abuse.
According to Disney, handicap access has become the most widely requested feature at its parks, with usage more than tripling in the past five years.
“The system has always had some degree of questionable use, if not abuse,” Len Testa, president of planning site TouringPlans and co-author of “The Unofficial Guide to Walt Disney World & Disneyland,” said in an email.
Changes at the Florida and California theme parks include updates on who is allowed to use DAS, how many people can join together to receive the benefit, how to apply for DAS, and how to use DAS.
This free service allows guests to reserve a ride time with a wait time comparable to the in-person queue at the time of the request. For example, if a guest wants to ride Space Mountain and the wait time is 45 minutes, they can request a slot 45 minutes later. They won’t have to wait in line while they wait, and they’ll get priority access when they arrive.
According to new guidelines posted online this week, the Disability Access Program is “intended to accommodate the small number of Guests who, due to developmental disabilities such as autism, are unable to wait in standard lines for extended periods of time. The changes will go into effect on May 20 at Walt Disney World and June 18 at Disneyland.
Disney told The Washington Post that the service had always been intended for visitors described in the new policy, but that in the past the program didn’t use such specific language and allowed for patrons with other needs.
Disney did not respond to specific questions about what options people with disabilities have beyond those outlined in the new policy. The company said visitors should check its updated website for a “console of services tailored to the needs of people with disabilities” and talk to employees individually if needed.
Disney is also adding options for people who have difficulty waiting in line, such as a yet-to-be-detailed “back in line” process for people who need to go to the bathroom frequently. Disney plans to increase and train cast members to guide guests to the options they need. Medical experts from Inspire Health Alliance will also help Disney employees determine eligibility, if needed. No documentation is required, unlike other theme park companies’ services, such as Universal and Six Flags.
The recent increase in DAS users coincides with the 2021 introduction of “Genie Plus,” a paid service that allows people to skip long lines. As of Thursday, the extra fee at Walt Disney World ranged from $17 to $27 per person, depending on which of the four parks people visit.
“We knew the system was under more stress than it could handle,” Testa said.
On Disney fan forums, social media and blogs, people who have used the service in the past for conditions including multiple sclerosis, anxiety, respiratory illnesses and Crohn’s disease expressed concern about how the changes would affect them. How to force people Many have said they need to purchase Genie Plus if they want to avoid long lines, and many have said they are disappointed that their previously safe and comfortable vacation spots suddenly feel like they are difficult to navigate.
At Disneyland, guests can use virtual video chat before their trip or speak with someone in person at the park. In Florida, guests only have the virtual video chat option available, but it can be used in advance or on-site.
“Disney is committed to providing amazing experiences for all of our guests, including those with disabilities. That’s why we’re committed to offering a wide range of innovative support services to help guests with disabilities have a great time when visiting our theme parks,” the company said in a statement.
Stacey Crain, a Kentucky native who frequents Disneyland and posts Disney content on YouTube, said she qualifies for disability services because of stomach problems. She’s not sure what her next trip in July will hold, and she’s wondering how the “back in line” system will work.
“There are a lot of other health issues that this could affect,” she said. “I’m really nervous about what the future holds.”
She said she had a difficult time on a recent trip, when she had to quickly exit the priority lane, even with disability services.
“If we need to leave, we need to leave. We don’t need to take our time. We need to leave,” she said. “Now it’s a lot easier for us.”
The current system has been in place since 2013, replacing an earlier system that issued cards to disabled visitors so they could skip ride lines. The New York Post reported that year that some wealthy New York City families were hiring disabled guides to take them to the front of the lines.
In recent years, some have accused social media users of encouraging the misuse of disability access services. When Disney abruptly banned third-party tour guides from working in its parks last year, the company said it was partly due to improper use of disability programs.
Testa said that on a recent trip with his family to Epcot in Florida, he overheard a man recommending the DAS program to another man, explaining that it would allow the family to go on as many rides as possible. When the man explained that his child didn’t actually have a disability, the first man reassured him that no one had asked many questions.
“I look at this as, ‘So we don’t have any good,'” Testa said. “I tried with all my heart and soul to not jump into the conversation and say, ‘Don’t do that.’ If park guests are teaching other guests how to game the system, something has to change.”
The company said the program had become unwieldy, in part due to abuse, and the changes were necessary to keep it serving the people it was intended for. The new policy says the service will be available only to the individual who needs it and their immediate family, or up to four people total if they are not immediate family. The revised program will allow groups of up to six people.
Disney has again warned that making false statements in order to receive disability services will result in severe penalties.
“Guests will be permanently banned from entering Walt Disney World Resort and Disneyland Resort, and any previously purchased Annual Passes, Magic Key Passes, tickets and other park merchandise and services will be confiscated and will not be refunded,” the website states.