The Day I Lost Disney: My Experience with Disney's Disability Access Service

Wow, the title feels a bit melodramatic, but I’m still processing everything after my recent experience with Disney’s Disability Access Service (DAS). It’s been a whirlwind of emotions, and I’m struggling to make sense of it all.

First off, I get it—people abuse the accommodation systems at theme parks. I understand that changes are necessary to ensure that guests who truly need assistance can access it. I don’t envy the people tasked with managing this delicate balance.

Over the years, I’ve adapted to Disney’s evolving accessibility policies without complaint. Do I wish cast members would see me in my ECV and immediately whisk me to the front of the line? Sure. Would that be fair? Absolutely not. I’m content getting a return time equivalent to those waiting in standby and doing something else in the meantime.

But right now, I’m disgusted, horrified, and outraged by Disney’s new policies regarding accessibility services, especially for guests with mobility disabilities. Here are the top three issues I’ve encountered:

1. Everyone with a Mobility Disability is Treated the Same

Disney seems to have lumped everyone with mobility challenges into one category. If your main issue is difficulty standing for long periods, their solution is a wheelchair. Here’s why this doesn’t work for me:

• I shouldn't have to pay for accommodations ECV rental is not free. In fact it is quite expensive. I do rent an ECV because I realize that it is helpful for me and makes my trip a lot more manageable. However, I shouldn't feel obligated to shell out the extra money for an ECV or wheelchair. Some suggest just buying a Lightning Lane pass to have the opportunity to skip the standby line, but Disney is already expensive, and again, I shouldn’t have to pay extra to receive necessary accommodations.

• A wheelchair doesn’t solve every problem. Transferring in and out of the chair can be difficult, and sitting for too long can be just as painful as standing. Disney’s assumption that a wheelchair solves everything is overly simplistic. People have very unique needs, and they need to receive real consideration.

• Co-existing difficulties. I also have other needs, like access to restrooms, which can arise unexpectedly. Disney says I can notify a cast member before entering a line, but when I need a bathroom, I need it immediately. DAS allows me to plan around this by hitting the restroom before heading to a ride. I know that this specific bathroom issue is not universal, However, the current policy doesn’t account for the diverse range of challenges people with disabilities face, which is frustrating.

2. No Appeals Process

When my DAS request was denied, I tried speaking with another agent, but they just repeated the same thing. Even after contacting Disney’s disability services, I was met with explanations about their new policies, but no real consideration of my individual needs. Their response assumed my frustration was just about skipping the standby line, but they completely missed the point. Skipping the line doesn’t save much time anyway—DAS allows you to book a return time for only one ride at a time, and you still have to wait.

3. You’re Financially Committed Before Accommodations are Granted

Perhaps the most frustrating part: You have to purchase park passes—and link your entire party in the My Disney Experience app—before you can even request accommodations. Since tickets are non-refundable, this means you’re locked in financially before knowing if you’ll get the support you need. If DAS is denied, your choices are to forfeit the ticket price or attend the parks without the necessary accommodations, which is a lose-lose situation.

I’ve heard horror stories from others about these new policies, and I didn’t believe them—until it happened to me. Disney has always been a magical escape for me, a safe place where I could enjoy myself without worrying about my daily struggles. But now, it feels like just another reminder of the burdens I carry.

I truly hope Disney reconsiders these policies. Until then, my future Disney plans are on hold.

Disney provides detailed information for guests with disabilities which you can find at https://disneyworld.disney.go.com/guest-services/guests-with-disabilities/