Changes to Disneyland’s Disability Access Service (DAS) program have left many visitors feeling frustrated, especially those who rely on the service to navigate the theme park.
The updates, rolled out in June at the Anaheim resort, were intended to curb abuse of the DAS system, which had been causing long wait times and backup in Genie+ and Lightning Lane queues. However, many guests feel that the new process, particularly the interview procedure, has created unnecessary hurdles.
Cast Member Interviews Create Tension
To qualify for DAS, guests are now required to explain their challenges with waiting in long lines to a cast member. For some, like long-time DAS user Rose Keiser, this has been an uncomfortable experience.
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Keiser, who was diagnosed with multiple sclerosis, described the updated interview process as invasive and emotionally draining. “It feels like I’m sharing the deepest parts of my soul with someone who doesn’t know me or have medical training,” she shared. The process left her visibly shaken, triggering her MS tremors.
She also pointed out that the interviews now take much longer than before, with some reportedly lasting hours. In comparison, previous interviews were completed in about 10 minutes. Many DAS users have likened the new approach to an interrogation.
Exclusion of Certain Conditions Causes Controversy
The new DAS guidelines seem to prioritize guests with developmental disabilities, such as autism, while some individuals with physical or other health conditions, like cancer, have been denied access. Although Keiser was approved for a DAS pass, she expressed sadness for others who were not as fortunate.
“My heart breaks every time I visit Disneyland,” Keiser admitted, referring to children with serious health conditions who have been turned away. These stories are echoed by other guests and disability advocates, some of whom are calling for the program’s reversal.
In April, a group called DAS Defenders penned a letter to Disney executives, arguing that the changes are “ableist” and fail to meet the diverse needs of disabled guests. They claim that by restricting access to certain disabilities, Disney is placing individuals in unsafe situations.
Disneyland Defends the DAS Changes
Disneyland, in response to the criticism, has pointed out that DAS is not the only accessibility option available to guests. According to the park’s website, services such as sign language interpreters, sensory guides, wheelchair rentals, and video closed captioning are also offered. Additionally, guests can exit and re-enter queues as needed.
In a statement, a Disneyland Resort spokesperson emphasized that the park is listening to its guests and adjusting accordingly. The DAS enrollment period has been extended to 240 days, and cast members have received extra training. “We have medical professionals available if needed,” the spokesperson said.
While Disneyland officials assure that they are working to accommodate all guests, Keiser believes more can be done to ensure DAS and other services are truly inclusive. She hopes Disney will collaborate with the disability community to address these concerns and improve training for cast members handling DAS interviews.