A new disability discrimination complaint against Walt Disney World has advanced to the investigation phase. The complaint, which focuses on accessibility practices at the resort, is tied to Disney’s Disability Access Service (DAS) program, which has faced ongoing controversy following recent changes at both Walt Disney World and Disneyland.
This complaint comes just weeks after the results of a shareholder vote denied further investigation into the DAS policy changes at the Disney Parks. Disney had already issued a recommendation to shareholders on how the board believes the proposal should be addressed after initially reversing the effort to block the proposal. The DAS shareholder proposal also generated comments from the CEO. Mickey Visit brings you the latest Disney news and planning resources, including new rides based on two Disney animated classics and all the roller coasters Disney is currently building worldwide.
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New Disability Complaint Filed Against Disney World
DAS was significantly restructured in 2024 in an effort to curb overuse, misuse, and other issues that were beginning to weaken the program’s effectiveness. As a result, many guests who were previously eligible for these accommodations became ineligible after the changes.
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A discrimination complaint was recently filed against Walt Disney World with the Florida Commission on Human Relations (FCHR) regarding changes to the Disability Access Service (DAS) program.
The complaint, filed by a Disney Vacation Club owner, alleges that the updated policies have made visiting the parks safely “impossible” for her family. A declaration dated February 24, 2026, further claims that the changes have impaired their ability to use their DVC ownership safely and predictably.
According to the complaint, the guest uses a medically necessary power wheelchair and alleges she cannot safely maneuver through or exit certain queues. She further claims that the alternative accommodations provided are physically impossible or unsafe for her to use.
The complaint has now advanced to the investigation phase after mediation did not occur before the March 18 deadline. Mediation did not take place before the deadline, and no specific reason has been publicly disclosed. In general, mediation may not occur if one party declines to participate, if both sides do not agree to proceed, or if the session is not scheduled or completed within the required timeframe. The investigation is expected to take approximately 180 days, and findings will be submitted to the FCHR General Counsel, then to the Executive Director for a determination. Both parties will then be notified of the determination and any next steps or remedies under state law.
If a reasonable cause for the complaint is found, the guest who filed the complaint may request a hearing with the Division of Administrative Hearings or file a civil lawsuit.
Is Legal Action the Only Way Forward for Previous DAS Users?
One of the most recent responses to the DAS overhaul was a shareholder proposal supported by disability advocates, which ultimately did not pass. The preliminary vote results showed that only 5% of shares supported the proposal.
The proposal had urged The Walt Disney Company to assess the legal, financial, and reputational risks associated with its controversial Disability Access Service (DAS) overhaul. If approved, it would have required Disney to commission an independent third-party review of its accessibility and disability inclusion practices, including evaluating risks, comparing them against industry standards and competitors, and sharing the findings both publicly and internally.
It is clear, particularly following the results of that recent shareholder proposal vote, that Disney does not intend to roll back the DAS changes implemented in 2024.
Further commentary from Josh D’Amaro, the new CEO and previous Chairman of Disney Experiences, stated the current procedures of Disney’s DAS program are a result of both “extensive work that we’ve done with accessibility experts and medical professionals” and “individual conversations with families.” In terms of the program’s future, Josh D’Amaro indicated no changes. However, he stated, “Of course, as we look ahead, as we always do, we’ll continue to listen. We’ll learn and apply expert guidance as we evaluate these accommodations over time. We’ll always be focused on providing great experiences and designing these services to support our guests.”
Regardless, now that these former efforts for change have not been successful, some may try other avenues. So far, we have seen public advocacy, widespread media coverage, and shareholder proposals, not lead to any significant policy reversals.
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Bringing the DAS changes into a courtroom could lead to rulings on whether Disney’s policies meet legal accessibility standards. A decision against Disney could require changes to DAS or related accommodations. At this stage, many advocates may view legal action as the most viable path to achieving any system-wide changes.
However, Disney is likely well prepared for potential legal challenges, with established legal teams and prior experience defending its accessibility policies and accommodation programs. The ability for thew newer DAS disability pass rules to pass legal scrutiny was definitely considered when creating the updated policies. The company has faced similar legal challenges in the past and typically structures its policies with legal standards in mind.
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