Disney fans with disabilities are voicing their concerns over new restrictions on the Disability Access Service (DAS). These changes limit access to the service, which previously allowed guests with various disabilities to avoid standing in long lines for rides.
The updated DAS policy now restricts eligibility to individuals with developmental disabilities such as autism or similar disorders. Previously, DAS was available to any guests who had difficulty tolerating long waits due to a disability. Disney says the modifications are due to a surge in DAS users in recent years.
Fans are pushing back against the changes by sharing their experiences on social media and organizing online. A Change.org petition, signed by over 18,000 people, urges Disney to reconsider the new policy. The petition, initiated in April by “DAS Defenders,” a grassroots alliance, calls for the company to revise the policy. Despite the group’s efforts, Disney has not yet responded.
Outcry Over Accessibility Changes
“Historically, Disney has been a beacon of inclusion and joy for disabled individuals,” the DAS Defenders stated in a letter to Disney executives. They argued that the new rules undermine Disney’s legacy by removing longstanding accommodations, leaving many disabled people feeling excluded.
Disney World began enforcing the new DAS rules on May 20, with Disneyland set to follow on June 18. Under the new system, DAS participants receive a pass to return to an attraction through an expedited entry line after the same wait time as the regular line. This separate line is also accessible through Disney’s paid Genie+ service, which replaced the free FastPass system in 2021.
A Disney spokesperson emphasized the company’s commitment to accessibility, highlighting their comprehensive services and dedicated team of Cast Members to assist guests. They also pointed to other accommodations available, such as mobility aids, sign language interpreters, and dietary accommodations.
However, an NBC News search of social media found more than 30 posts from people who said they or their relatives were denied DAS under the new rules. These individuals reported having various conditions, including postural orthostatic tachycardia syndrome (POTS), Crohn’s disease, post-traumatic stress disorder, Type 1 diabetes, and prosthetic limbs.
Personal Stories of Denial
NBC News spoke with two people who had previously been granted DAS but were denied upon renewal in May. Both expressed concerns that they would no longer be able to enjoy major attractions without DAS accommodations. Christine, who has supraventricular tachycardia, shared her story of being denied despite providing medical documentation.
Christine noted that her initial conversation with a Disney employee seemed promising, but she was ultimately denied by a health professional. She expressed feelings of betrayal, especially in light of the post-Covid reality where more people have developed disabilities.
Before the DAS changes, there was a sentiment that some guests were abusing the system to avoid long lines. Christine believes that the new restrictions unfairly punish those with legitimate disabilities due to the actions of a few.
Maria Town, president of the American Association of People with Disabilities, said the new DAS eligibility criteria exclude many with chronic health conditions and non-apparent disabilities. Town highlighted that the changes go against the disability community’s efforts to create inclusive policies.
For those denied DAS, Disney suggests using the return-to-queue system, allowing guests to leave the line if they cannot wait and return later. However, Christine noted that this is not feasible for many disabled individuals, as it could lead to health emergencies.
Ultimately, Christine left her call with Disney knowing she would not be comfortable riding many attractions. “I won’t be able to get full use out of my annual pass,” she said, describing the experience as frustrating and disheartening.