Last week Disney updated their Disability Access Service webpages with new language and upcoming changes to the program meant for guests with disabilities. This has resulted in a lot of panic, uncertainty, and stress from guests with disabilities along with relief for guests that may worry about how the frequency of DAS usage is impacting Genie+ effectiveness and Lightning Lanes.
It has been a tumultuous rollercoaster since these changes were revealed and while we do not have all the answers yet, we have gained more insight into how Disney is planning to accommodate guests that may no longer qualify for DAS along with other changes to the program coming soon.
I have been following the online discussion around these changes and have gathered a number of questions that I am seeing asked frequently. We also heard from Disney with an additional update from the Accessibility Team which we have included below.
Read my previous coverage on all the changes that are coming to DAS plus commentary!
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Is DAS changing who is eligible?
The eligible criteria for DAS at both Disneyland and Walt Disney World will be changing to only accommodate guests who, due to a developmental disability like autism or similar, are unable to wait in a conventional queue for an extended period of time.
While this new designation does provide a disclaimer of how the service is now meant to be used by those with developmental disabilities, the process will still focus on the experience of the guest with the disability and how it impacts their day to day lives and not just the diagnosis itself. But it is unclear if anyone without a developmental disability will qualify under this new criteria.
These changes go into effect for May 20th at Walt Disney World and June 18th at Disneyland. For guests visiting either park prior to these dates, the current DAS program will be in place. However, it is possible they may roll out the tighter eligibility restrictions sooner but there's no way to know for sure.
Communication on this process has felt a bit chaotic for many guests. I imagine more details will be shared soon as Disney is in the process of hiring Cast Members that will specialize in working in the disability programs. Disney did not want to begin hiring for these new roles before the new changes were updated to avoid any leaks of information. So communication on this may improve in the coming weeks and become more consistent as guests apply for accommodations.
What if I no longer qualify for DAS?
Based on the changes to the disability guides on the Disneyland and Walt Disney World websites, Disney is going to be utilizing two options for guests that may no longer qualify under the new criteria.
Rider Switch Expansion
The Rider Switch service is going to be expanded so that more guests will be able to use the service. It is unclear if guests will need to apply for this or if all guests will be able to utilize it.
The language for Rider Switch has already been updated on the accessibility guide on Disneyland's website so it may be ready to go into effect there. The new language states:
Rider Switch will be available for a Guest who:
- Does not meet the boarding requirements
- Has a service animal that cannot board the attraction or does not want to use a provided kennel
- Cannot wait the duration of the queue and needs another member of their party to do the waiting for them
- Cannot wait outside queue on their own and chooses not to ride
- Need access to restrooms for frequent or unexpected use
- Elements of the standby queue may trigger anxiety or sense of claustrophobia or similar
- Prefers to sit and wait outside the queue due to mobility concerns and prefers to not use a mobility device
This will be offered as a resolution instead of DAS to manage conditions that require frequent restroom use, anxiety, or otherwise. The other guests in the party will wait in the line, be issued a Rider Switch pass, and then the guest with disabilities can enter through the Lightning Lane.
The language posted on the website specifically highlights guests that may struggle with anxiety, claustrophobia, and frequent restroom access which is a clear indication that these are likely conditions that will no longer qualify for DAS. And perhaps some of the conditions that may have been overwhelming the system?
This may be a good alternative for a lot of guests but this could get tricky with smaller parties or guests traveling alone. This is why the conversation with a cast member will help determine what accommodations will work out best.
Return to Line Pass
Disney has described a “return to queue” pass that will also be offered as an alternative for guests. The pass will allow guests to return to the line if they need to leave the queue suddenly. This may also be in response to the increase of guests with IBS or similar restroom concerns using DAS.
This new “return to queue” process will go into effect when the new changes to DAS are implemented. We have no further details on how this will work but understandably, there has been a lot of anxiety around this particular offering. Not all the queues at the parks offer a path to an “easy exit” if a guest needs to leave the line for an urgent reason. I am curious how Disney is going to navigate this new system.
It is possible they may implement a similar process that they utilized when Rise of the Resistance first opened. During that time the waits for the attraction would get so long that it became a necessity to have some type of method in place in case guests needed to use the restroom. Cast members would be dispersed throughout the queue tunnels to take guests that needed to use the bathroom through emergency exits to backstage restrooms. Once the guest finished, they would be escorted back to their party in line.
Of course, this is something that would not work for every attraction at Disney. Do all queues have this nearby restroom access? Are there enough cast members to staff to make this possible? It's likely the final process will look a bit different than this. Disney has not disclosed quite yet what this system will look like.
There may be more accommodations offered but these are the two most common ones I have been hearing about as an alternative to DAS. Both websites also highlight the use of Single Rider and Genie+ as a method to get around long lines.
Both Disneyland and Walt Disney World also offer a large variety of accommodations aside from ones that work to hep manage conventional lines.
Other Big DAS Changes Coming Soon
The eligibility criteria and additional methods to handle those who struggle in conventional queues aren't the only new changes coming to DAS. There's a few other changes, with two especially, that stick out as a way to handle the overcrowding in the Lightning Lanes.
No More Advance DAS Reservations
Currently, those approved for DAS could preselect up to two advance DAS reservation times each day of their visit. These preselections are limited to lower demand rides and don't include any Individual Lightning Lane attractions. Once the new changes go into effect for DAS, these advance reservations will no longer be available. This was likely also contributing to the over crowding in the Lightning Lane plus this was a perk not available to regular guests which made the service more attractive to the guests that would be dishonest in order to receive DAS.
This is an interesting change and one that makes me think we'll see the anticipated changes to Genie+ at Walt Disney World announced this summer which hinted at the return of advance reservations similar to how FastPass+ worked.
Ten Minute Booking Delay
Another change that will go into effect will be a ten minute delay required before booking new DAS reservations in the park. This means that once DAS users scan into the Lightning Lane, they won't be able to book another reservation for ten minutes. While not a huge change, this enforced delay does keep DAS more fair as the ride reservations are meant to replicate a virtual wait in line.
Other changes also include the addition of health care workers to provide further assistance when guests apply for DAS or seek other accommodations. Once these changes go into effect, all of these conversations will be virtual for Walt Disney World while Disneyland will have a separate space outside in the esplanade to support guests with disabilities.
Disney Responds to Guest Feedback
Some guests have been emailing feedback to Disney on these new changes and the response to most of these emails have been this response, which I copied below:
Thank you for your message to the Walt Disney World Resort regarding services for Guests with disabilities.
Disney is committed to providing a welcoming, inclusive environment, and accessible experience for all our Guests. All Guests who inquire about accessibility options during this period of transition are receiving this note to share information ahead of your next visit.
We would encourage you to first explore our website for Guests with disabilities, which has been updated to showcase a variety of accommodations and services to meet different needs.
Additionally, to help you plan your visit, we have developed an Accessibility Planning Guide and Recommendations and a Sensory Experience Guide, which provide pertinent information as well as answers to many Frequently Asked Questions.
There are various accommodations available to meet the needs of our Guests, which may be discussed in individualized conversations within 30 days of a planned visit with our Accessibility Services Cast Members. The Disability Access Service (DAS) is one program offered, and it is intended specifically for those guests who, due to a developmental disability like autism or similar, are unable to wait in a conventional queue for an extended period of time.
Some Guests enrolled in DAS in the past may be offered alternate accommodations based on the results of their individual conversations. These include Rider Switch, Mobility Services, options for those who may unexpectedly need to leave a queue, and/or other recommendations. Guests who may need accessibility accommodations will be offered an individualized conversation with our team within 30 days of a planned trip (including on the day of your visit, if necessary), to help provide an appropriate match of tools and services.
If you are visiting before May 20, 2024:
Please visit us at Accessibility Services to initiate a connection with our team. You will be connected with a Cast Member via live video to assist you further. Please note that you will need to have access to a video camera and a microphone. During this discussion, if eligible, you may register in advance for DAS between 2 and 30 days prior to your visit.
During this time, you may also request accommodations by visiting a Guest Relations location once you arrive at our theme parks. Our Guest Relations Cast Members will work individually with you to discuss your overall needs to determine which service will be appropriate. Guests will not be asked for medical documentation.
Note: If you already have an approved DAS accommodation, it remains valid until your existing expiration.
If your visit begins May 20, 2024 or later:
Beginning May 20 at the Walt Disney World Resort, there will be an updated process for Accessibility Services conversations. Guests can learn more on our website for Guests with disabilities. In this video discussion, health care professionals may be available, if needed, to help determine appropriate accommodations. Guests will not be asked for medical documentation.
Please know we will not determine any Guest’s future eligibility until our processes are updated on May 20.
Kindest Regards,
Walt Disney World Accessibility Services Team
A few guests have also received responses inviting guests to set up a call to discuss their concerns about the changes with cast members. It does appear that Disney is listening to guest feedback but I don't anticipate we'll see any walk backs on the language already released.
We'll keep you posted as we learn more and as we see this new service begin to roll out at both Disneyland and Walt Disney World.
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Provide proof like other amusement parks. This will eliminate the fraud rampant in the DAS program. So laden with fraud we have heard people telling their kids how to act, and giving motions when to act cognitively challenged. One family told their son to drool on himself and avoid eye contact to obtain DAS.
Rider switch to help address frequent restroom use? What a joke! This policy was obviously developed by people who don’t actually have disabilities. Force a person with a disability to wait outside the queue while the rest of the family waits in line. Do you know how humiliating and ostracized that policy is? If this is the new policy, there will definitely be ADA lawsuits.