Disney is making changes to its Disability Access Services program designed to accommodate guests with developmental disabilities who can’t stand waiting in long lines. (Joe Burbank/Orlando Sentinel/TNS)
Disney is moving ahead with major changes to the process for providing disability accommodations at its theme parks, despite opposition, amid concerns that the program is being abused.
Disney’s new disability access policies will go into effect Monday at Walt Disney World in Florida and June 18 at Disneyland in California.
The program allows people with disabilities to request re-entry times for one attraction at a time to avoid having to physically wait in line. But Disney says that over the past five years, use of the Disability Access Services program has tripled, making it the most requested service at Disney theme parks and far exceeding the population it serves. The company says over-use means longer wait times for people who legitimately need the accommodations.
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As a result, Disney announced in April that it would be reviewing its disability access services, emphasizing that the services were intended to accommodate “people with autism or other developmental disabilities who are unable to wait in long traditional queues.”
Disney said it is investing in more cast members under the new system and specialized training to help people with disabilities understand and identify accommodations based on their needs. The company also partnered with Inspire Health Alliance, a third-party provider of certified medical professionals trained in psychology and behavioral health, to help Disney cast members determine whether they qualify for the Disability Access Services program. These decisions will be based on individual conversations focused on questions about an individual’s needs.
Disney said people with disabilities not covered by its Disability Access Services program may be offered other accommodations, such as queue-back options for people who need to use restrooms frequently, or wheelchair access and return times to locations for people who use mobility devices.
The company also plans to take a tough stance against anyone trying to circumvent the rules.
“If any of the statements made by a guest during the DAS acquisition process are determined to be untrue, the guest will be permanently banned from admission to Walt Disney World Resort and Disneyland Resort, and any previously purchased Annual Passes, Magic Key Passes, tickets and other park products and services will be confiscated with no refunds,” Disney said on its website.
The new approach has some people with disabilities feeling left out: A group called DAS Defenders said the revised policy does not adequately address the needs of people with conditions ranging from cancer and multiple sclerosis to long COVID-19 and rare diseases, and leads to discrimination.
“By limiting the DAS program to only those with developmental disabilities, Disney is effectively saying we are not welcome or recognized in their theme parks,” the groups wrote in a letter urging Disney management to reconsider the new policy.
A DAS Defenders petition opposing the changes has garnered more than 13,000 signatures.
But Disney isn’t worried, and park officials say they’ll move forward with the changes as planned.
To participate in disability access services under the updated policy, Disney encourages visitors to speak with a member of the accessibility team using a virtual video chat system before arriving at Disneyland or Disney World. Guests can also request access in person by visiting designated windows located on the walkway between the main entrances at Disneyland. At Disney World, guests can have a virtual chat on-site.
According to Disney, enrollment in the updated Disability Access Services will be valid for 120 days, but will now be limited to the eligible individual’s immediate family or up to four others.
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