'I'm disappointed in Disney': Advocates urge Disney restore disability access rules

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Disney’s Disability Access Service (DAS) has come under fire following changes to its policies earlier this year.

Guests have taken to social media to share their thoughts and experiences on the changes, with many of them saying they were denied the pass when they were granted it during previous visits to the parks. New research presented at the 2024 Themed Experiences and Attractions Academic Symposium during the International Association of Amusement Parks and Attractions (IAAPA) Convention highlighted the significant barriers the updated policies impose on guests with disabilities.

The study, authored by professor Barbara Burgess-Lefebvre of Robert Morris University and her daughter Johnna Lefebvre reveals the impact of the new stricter guidelines, including what they identify as decreased attendance among guests with disabilities, heightened anxiety, discriminatory exclusions and negative experiences with cast members.

'Imagine something': Disabled Disney guests demand action after DAS program changes

"When somebody asks for help, you should say, 'How can I help you? What do you need?' That's how we, as humans, should deal with people who need help," Burgess-Lefebvre, whose family members are neurodivergent, told Paste BN. In a previous study, prior to the policy changes, she said, “Our takeaway became, OK, Disney World does it best. Because at the time, pretty much you said, 'Hey, I need help,' and they would say, 'OK, what can we do for you?' That was our happy ending takeaway last year, and then this year, in April, everything changed. And I said, 'Oh, well, this stinks.' "

What is DAS? 

Disney World and Disneyland previously described their Disability Access Service as a program “to assist guests who have difficulty tolerating extended waits in a conventional queue environment due to a disability.”

Guests who qualify for and enroll in DAS wait just as long as guests in the standby line, sometimes a little longer, but they don’t have to physically stay in the queue. Instead, they can join the line virtually, wait out the designated time elsewhere in the park, and then return to the attraction for a shorter in-person wait.

DAS is one of several accommodations offered to ensure an inclusive experience for guests with disabilities, particularly for those unable to wait in traditional queues due to developmental disabilities like those who are neurodivergent. In response to a surge in DAS usage, which Disney says tripled over the past five years, the parks retooled the program with input from experts and neuropsychologists.

What did the study find?

The study surveyed 300 individuals who had previously used DAS. Among the findings:

◾ Decreased attendance: Half of the respondents denied DAS accommodations said they would visit Disney less often, and 36% stated they would not return.

◾ Increased anxiety: Nearly 90% of respondents reported "heightened anxiety" during the new application process.

◾ Discriminatory exclusions: Guests with disabilities who previously qualified for DAS now find themselves denied assistance.

◾ Dismissive interactions: Reports of dismissive or rude behavior from cast members exacerbate the alienation felt by guests.

Many participants also believe the changes are financially motivated, designed to push guests with disabilities toward costly Lightning Lane passes.

"I'm disappointed in Disney," Burgess-Lefebvre said. "I'm sort of a lifelong Disney fan, and I do, you know, I don't know where I fall in my own survey in terms of, 'would you go back if we couldn't, if we didn't have DAS?' I was very aware of using it."

Moving forward

DAS Defenders, a coalition of over 17,000 disability advocates and Disney fans, has called on the company to take immediate corrective action. In a statement, the group said: “This study and the fact that 86% of those denied DAS said they would visit Disney World less often or not at all proves that many who have been denied DAS were not ‘cheating or faking’ but are simply disabled people who have had necessary accommodations taken away and can no longer safely visit Disney.”

The group is urging Disney to restore inclusive DAS eligibility criteria, improve cast member training, and collaborate with disability advocates to develop equitable policies. DAS Defenders also submitted a petition with 33,000 signatures and a letter to Disney executives detailing their concerns.

"We are listening to our guests and have taken steps to clarify how to use our many accommodation options," a Disney spokesperson told Paste BN. "We have also doubled the DAS enrollment period for eligible guests to 240 days and provided our cast with additional information to better assist our guests."

Coming initiatives at Disneyland Resort expand accessibility, including enhanced audio descriptions at the Haunted Mansion, a redesigned elevator exit for mobility device users, and 3D printed attraction vehicle models for tactile exploration by blind or low-vision guests.

However, critics argue that the changes do little to address inconsistencies in how accommodations are applied.

"It seems to be highly dependent on the cast member that's there at any given time," Burgess-Lefebvre explained. "What if you're told, 'Sorry, I can't do anything.' If you're let in the line, if you're given a time to return, or, you know, there's no continuity (in staffing), which is also scary because people don't want to disclose their disability ... at the front of every attraction."

Despite the struggles with the changes to DAS, Burgess-Lefebvre remains hopeful.

“I think Disney is listening," she said. "There are people in this community that are very passionate, and I'm hoping that research like mine ... starts to show Disney that this is not a group, financially, that you should alienate. But I also kind of want to have faith in Disney as the kind of company I've always found to be (and) to have a moment of saying, 'This was not our intention. We did not mean to hurt people. That's not who we are as a company. And how can we, if they don't want to go back to the previous situation, how can we better train our cast members?' "