Major changes coming to Disney's Disability Access Service
Disney has always been at the forefront in the travel industry when it comes to accommodating guests with disabilities. Unfortunately, its generous policies have sometimes been subject to misuse, leading to longer lines and greater hassles for all guests, particularly those with legitimate special needs.
Today, Disney updated its Accessibility Services websites for both Walt Disney World and Disneyland in an effort to recalibrate a system that has become unwieldy. In addition to unveiling new resources, Disney announced modifications to some of the services and options for guests with disabilities, including its Disability Access Service.
In announcing these changes, Disney officials stressed their continued commitment to accommodation.
"Disney is dedicated to providing a great experience for all Guests, including those with disabilities, which is why we are so committed to delivering a wide range of innovative support services aimed at helping our Guests with disabilities have a wonderful time when visiting our theme parks," the spokespeople said.
So, what specific changes can guests expect, and when will those changes take effect?
Disability Access Service changes
The most notable changes are coming to Disney's Disability Access Service. DAS has been the most well-known and discussed feature in Disney's toolbox for accommodating guests with disabilities for many years.
This service was historically used by guests who were physically or cognitively unable to wait in conventional theme park queues for an extended period of time. Guests using DAS were given a future return time roughly matching the attraction's posted standby wait time.
For example, say the wait was 90 minutes at that time. Instead of waiting in the physical line for those 90 minutes, guests could return 90 minutes later to the ride with a minimal wait at that point. They could wait somewhere more comfortable or do other things in the interim.
At the appointed return time, DAS guests would return to most attractions via the Lightning Lane (or, less commonly, through the exit or a side door on attractions that don't offer Lightning Lane access).
Disney shared that in the last five years, guest use of DAS at Disney parks has more than tripled; this prompted concern that it was being misused beyond its intended parameters.
To preserve DAS to accommodate those who can't be accommodated in other ways, Disney will soon implement a number of changes to the service. These changes will go into effect May 20 at Walt Disney World in Florida and June 18 at Disneyland in California.
The system will operate in a manner much the same as the current system, but DAS will now only be available to guests with autism and similar developmental disabilities who are unable to wait in queues for longer periods of time. Once approved for DAS, eligible guests will not have to re-enroll in the service until 120 days have elapsed (an increase from the current 60-day policy).
While some theme parks require disability documentation — such as a doctor's note or an Americans with Disabilities Act card — for similar accommodations, Disney won't be taking that route. Disney will, however, be engaging third-party service Inspire Health Alliance. It will team up with Inspire's trained health professionals to assist cast members as needed in evaluating guest eligibility for accommodations.
DAS will also no longer be available for guests to preselect attractions before their visit. Instead, guests will be able to make their first ride selection only after they scan their park tickets or MagicBand+ to enter a park each day.
Additionally, Disney will adjust the DAS party size to include immediate family members only (or a group of up to four guests for those not riding the attraction with immediate family). Disney has added language to its sites to make clear that the guest eligible for DAS must also be present and ride the attraction at the time of the DAS redemption.
Finally, Disney is encouraging guests to complete the DAS eligibility process before their trips. For both Disneyland and Walt Disney World, guests will access a virtual video chat system to talk to Disney's Accessibility Services team about their individualized needs and the services they might require.
On-site options will remain available to guests who don't make prearrival arrangements. At Disneyland, these conversations will move from Guest Relations inside the parks to designated windows at the esplanade between Disneyland and Disney California Adventure. At Walt Disney World, guests may make same-day arrangements through a virtual chat on-site.
Accommodating other special needs and disabilities
While Disability Access Service will now be available to a more limited set of guests, Disney is expanding and more clearly defining procedures to accommodate other special needs for guests visiting the U.S. Disney resorts.
Disney's updated website now outlines various other tools that may assist guests who need accommodations, stressing options for navigating lines like Rider Switch and Single Rider queues. Disney will also add a more defined return-to-queue process for guests who may need to exit a queue unexpectedly, particularly for restroom breaks.
Disney's focus on accommodations goes beyond attraction lines. The new Accessibility Services websites and accompanying Accessibility Planning Guide & Recommendation documents delineate procedures for guest parking and transportation, wheelchair and electric conveyance vehicle rentals, food allergies and special dietary requests, bringing medical equipment into the parks and many other topics.
Related: 7 reasons Walt Disney World is one of the most wheelchair-accessible destinations
The goal is to provide guests with as much information as far in advance as possible to help them plan for potential stressors and challenges inherent in any theme park trip. Disney hopes to better showcase its wide variety of accessibility options to provide greater clarity so guests use the appropriate services for their individualized needs.
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