ORLANDO, Fla. (AP) — Changes that Disney made to a popular program that lets qualifying disabled people skip long lines at its California and Florida theme parks are too restrictive, disabled fans contend in a federal lawsuit and shareholder proposal that seek to expand eligibility.
The battle over who can skip long lines on popular rides because of their disabilities marks the latest struggle by Disney to accommodate disabled visitors while cracking down on past abuses. But some Disney fans say the company has gone too far and has no right to determine who is disabled.
“This isn’t right. This isn’t what Walt and Roy would have wanted,” said Shannon Bonadurer, referring to the Disney brothers who founded the entertainment empire. Despite being unable to wait for long periods in the heat due to her condition, Bonadurer was denied a pass for the disability program.
In a statement, Disney said it was committed to providing a great experience to all visitors, particularly those with disabilities who may require special accommodations.
What is the Disability Access Program?
The Disability Access Service, or DAS, program allows pass-holders and their immediate family members to make an online reservation for a ride while in the park and then get into an expedited line that typically takes about 10 minutes. This system prevents them from having to wait in normal standby lines, which can last two hours or more.
The DAS program began in 2013 in response to past abuse where disabled “tour guides” charged money to help able-bodied guests skip lines. Disney states that the DAS program needed change due to a significant increase in usage, going from around 5% to 20% over the last dozen years.
Disney parks also provide other accommodations such as Braille maps, wheelchair transfer assistance, quiet spaces, and American Sign Language interpreters. Additionally, service animals are permitted on certain rides.
Who Qualifies Now?
Disney has narrowed eligibility for the DAS program primarily to guests with developmental disabilities, such as autism, who have difficulty waiting in lines. Applicants must now undergo a video chat interview to assess their eligibility, and those who misrepresent themselves risk being barred from the parks.
Many individuals claim that the updated policies are too strict. Bonadurer, who was denied along with her son, argues that the company is unfairly assessing disability levels and that some accommodations are essential for those who need them.
Disney maintains that the Americans with Disabilities Act does not require equal treatment for all disabilities and states that it offers alternatives for individuals who do not meet the new criteria.
At Disney's competitive rival, Universal, disabled visitors may receive shorter lines with certification from an accessibility board.
What’s Next?
A shareholder proposal from DAS Defenders, a group objecting to the DAS changes, is urging Disney to conduct an independent review of its disability policies next year. Disney has expressed intentions to block this proposal, attributing attendance declines primarily to hurricanes and asserting the proposal misrepresents its operations.
