NEWS: Updates Coming to Disability Access Service at Disney World and Disneyland

Disney Parks have always been a welcoming place for those with disabilities. The Disability Access Service is a service that the parks offer for guests who are not able to wait in a queue environment due to a disability. This week, Disney announced changes coming to the service in May. Learn more below.

1 – Abuse of the Program

The Disability Access Service, or DAS, was established in 2013 when it replaced the Guests Assistance Card program. It was updated in 2021 with pre-registration and advanced planning tools. The DAS was always designed to serve a small number of guests.

Unfortunately, just as what prompted the change in 2013, abuse and overuse of the program has become a real problem. This ranges from overuses such as guests with legitimate physical disabilities in wheelchairs who could wait in line (since attraction queues can accommodate wheelchairs) to extreme abuse, such as those who have no disability and lie just to get a free way to skip the line. It’s very sad to think that people would lie to use the program when they don’t need it, but it happens. However, we’ve heard reports that the use of the program tripled in the last five years, and it causes problems with Disney Genie+ availability, wait times in the Lightning Lane queue, and more. It’s a problem that Disney could no longer ignore.

Before anyone fires off the hate mail, we have visited the parks with family members in wheelchairs. We understand that it absolutely creates inconveniences most guests don’t have to deal with. However, while less convenient at times, the parks and attractions are designed to be navigated by those with mobility aids.

For more information on visiting Disney World in a wheelchair check out 10 Things to Know for Guests in Wheelchairs Who Can’t Transfer at Disney World.

2 – Accessibility Services Website

This week, Disney updated the Accessibility Services websites for the Walt Disney World Resort and Disneyland Resort, which showcase a variety of tools guests can use to plan their visit, make their time more enjoyable, and help identify the services they require. Guests with needs should start there.

3 – Updates to Accessibility Services

Along with the website updates, Disney is also taking steps to preserve the existing accessibility services to ensure that the guests who truly need them continue to receive them.

Here are the five things you need to know about these updates:

• Disney is adding more Cast Members and investing in specialized training on each coast to help guests identify and better understand the recommended tools and options, based on their needs.
• The Accessibility Services teams at the Walt Disney World Resort and the Disneyland Resort are here to assist guests with questions they have about our services. Disney encourages guests visiting to engage with us pre-arrival through our website and virtual video chats.
• Disney is teaming with Inspire Health Alliance’s health professionals, to help the Cast Members, as needed, determine eligibility for appropriate accommodations and ensure that these accommodations are provided only for the guests for whom they are intended.
• Disney will be making efforts to preserve the Disability Access Service (DAS) for those it’s intended to accommodate — only 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. To help with this, they are also extending DAS enrollment for eligible guests from 60 days to 120 days and adjusting DAS party size to include no more than four, except for immediate family members.
• These updates take effect on May 20 at the Walt Disney World Resort and on June 18 at the Disneyland Resort.

4 – Changes to the Disability Access Service

The biggest change is that “only those guests who, due to a developmental disability like autism or similar,” may qualify for the Disability Access Service. This is the first time a specific type of disability has been stated. Other changes include that in-person registration will no longer be available at theme park Guest Relations locations starting May 20, 2024. Guests will need to register for the program via the website’s online tools.

5 – Other Notable Policy Updates

Finally, Disney has clearly updated their policy on making false statements in order to get the DAS service. In the Frequently Asked Questions section, the following is stated:

Q – What happens if any of the statements made by a Guest in the process of registering for DAS are found not to be true?

A – If it is determined that any of the statements a Guest made in the process of obtaining DAS are not true, the Guest will be permanently barred from entering Walt Disney World Resort and the Disneyland Resort, and any previously purchased Annual Passes, Magic Key passes, tickets and other park products and services will be forfeited and not refunded.

Clearly, Disney is taking seriously false statements given by guests looking to cheat the system.

6 – Reaction from Disney Fandom

We’ve heard many concerns about the updates coming to DAS beginning May 20. We understand that those with disabilities who have used the service in the past but do not have a developmental disability may be worried about whether or not they can use it in the future. Disney has encouraged guests to be sure to reach out and discuss the issues with them.

Overall, we’re pleased to hear that Disney is updating the program. It’s sad that we live in a time when people lie and cheat to avoid spending some time in an attraction queue. We are hopeful that the updates will mean those who truly need the service will be better able to use it and those who shouldn’t won’t.