Is this new solution going to be another repeat of 2013’s change? Will we see another new program in another 10 or so years?
But first…
WHAT WAS BEFORE THE DISABILITY ACCESS SERVICE (DAS)?
Before DAS, there was the Guest Assistance Card (GAC). It covered a number of disabilities, including autism. It was provided to help disabled guests with non visible physical and cognitive disabilities manage the queues. It was a physical card that was given to a guest who had requested accommodation. The card would be marked with certain stamps showing an attraction Cast Member (Disney employees-“CMs”) how the guest was to be accommodated.
There was fraud with this program as it wasn’t a digital card attached to a ticket or pass but a physical one. People would sell their cards on places like Craigslist. Disney’s response to this was to add a photo to the card. Sadly this was not enough. The fraud expanded as people would become disability “tour guides” and offer families their services that included disability access to attractions. People would charge hundreds of dollars to sell their GAC access.
Revealing Investigative Report on Fraud
On May 31, 2013, The Today Show’s “Rossen Report” did an exposé on these disability tour guides and hired two different people to then use their services for a day at the park with Jeff Rossen and his family. This story was key in Disney’s decision to totally revamp the GAC program. On October 4, 2013 Disney unveiled the Disability Access Service (DAS) and the GAC was no more.
Rossen Report Link
Autistic Guests and the GAC
The GAC was not the best solution for many and the Autistic community repeatedly wanted more. Many lawsuits were filed to address Disney’s supposed inability to accommodate autistic guests and some were class actions but in the end they did not succeed. Disney won every case.
THE CREATION OF DAS
When Disney discovered the rampant fraud the GAC program had they completely changed the services offered and created the DAS. In the meetings that were discussing the creation of the DAS two departments seemed to be at odds with how to implement it and assist autistic families. The two departments were the Services for Guests with Disabilities (SGD) and Industrial Engineers and Operations (IEO).
There was a point that SGD knew the new program would not make autistic families happy and they would repeatedly try to push the discussion toward “back-up” plans or “a separate process” for autism . Overall the IEO group pushed ahead with a more even approach to cover an individual’s needs and did “not believe we should launch a separate process for [autism]. [Sweetman/Ops, July 6, 2013 - included in link to summation memo of discovery made in the Autism lawsuit handled by the Dogali Law Group P.A.].”
Source: Link: Documentation from the 2013 case Disney won that had discovery of all the memos and messages pertaining to the creation of the DAS.
The DAS was officially announced on October 4th 2013: Source
FastForward to 2024…Fraud is once again an instigator of change at Disney…
THE 2024 CHANGES
On April 9th of this year, Disney announced changes to the Disability Access Service (DAS) offered at both its domestic parks, Walt Disney World (WDW) and Disneyland Resort (DLR). They said they are addressing the significant amount of fraud that is affecting the program and the Genie+ lines negatively. The announcement stated changes would go live in WDW beginning May 20th and on June 18th in DLR.
Both resort websites were updated to state that only autistic and developmental disabilities would be accommodated. “DAS is one of the programs offered at the Disneyland Resort theme parks intended to accommodate only those Guests who, due to a developmental disability like autism or similar, are unable to wait in a conventional queue for an extended period of time.”
Except, as I mentioned above, it wasn’t initially created specifically for autistic guests. It was created for all and to be individually applied.
This decision to flip the story and accommodate only “developmental disability like autism or similar” means no more case by case basis and no more accommodating those with invisible physical disabilities without wheelchairs and scooters.
THE RESPONSE
There was an understandable uproar as people discovered they would no longer be allowed to use the service per the new verbiage on the websites. An influx of emails hit Disney on both coasts complaining about the upcoming new changes and how it would negatively affect guests future visits. Disney had originally been responding to these messages with a calming set of phone calls.
Guests were told the system wasn’t changing from its “case by case basis” for determining eligibility. They were just moving where interviews happened and were adding a subcontracted group of medical personnel to assist with those interviews. Nothing would change for all other disabilities. They were told to ignore the wording on the website and that it was just to discourage the fraudsters. Don’t worry, its all ok…
Then WDW’s system went live May 20th and all bets were off.
WDW FIRST
The New Terms
Suddenly there was a non-class action lawsuit clause on the terms to be signed BEFORE even asking for the DAS, only individual lawsuits would be allowed. Disney has been repeatedly sued by the autistic community (and everyone else) in class action lawsuits. Even though they have emerged unscathed by them, they decided to add this clause to prevent future class actions.
“I understand that after an individualized discussion regarding my personal circumstances I may be offered DAS, alternative accommodations, or no accommodation at all. I agree that any lawsuit I may file, or participate in, challenging this decision, the individualized discussion, or the overall process itself, shall be conducted only on an individual basis and not as a plaintiff or class member in a purported class, consolidated or representative action or proceeding.”
No one wants to sign away their ability to file for a class action Civil Rights lawsuit because an Americans With Disabilities (ADA) lawsuit is a Civil Rights lawsuit as it is Federal Law.
No Refund Policy
The other problem for guests was not knowing ahead of time if they qualify that would make them risk thousands of dollars because of Disney’s no refund policy. Plans made already and paid for are stuck in motion because of it.
Backlash
Many guests planning week-long vacations upon seeing the new clause, became worried they would not get approved and would then risk thousands of dollars on a trip they would not be able to do. Those who were able, cancelled those plans outright. Those who couldn’t are discouraged and angry they are now tied to plans that are completely worthless for their families. Many have decided to not renew passes. Others are going to sell their DVCs and end going on cruises and cut off Disney completely because they feel Disney has already abandoned them.
Approved?
Then not even those with autism were being approved. Reports have been bad, (from guest postings of their experiences on social media but unconfirmed) autistic adults were being told ‘it doesn’t present in adults’, parents were told their children ‘didn’t look autistic’…one parent reported being told ‘I’m sorry I agree you do have an autistic child but what you described is not on my list and I can’t approve you’…and it goes on.
So in a sense, it IS like before where a person bares their soul begging to be granted the ability to enjoy the parks and is either rewarded with the DAS or told to do the things Disney recommends to enjoy their day and ends the call.
Except now, any mention of legal or the Americans with Disability Act (ADA) gets an immediate hang up.
DISNEY MAKES RECOMMENDATIONS
Disney updated both resorts’ websites to include ‘helpful’ recommendations for those who don’t qualify for the DAS under the new program, except…
Disney doesn’t realize their recommendations identifies the team that created it as non-disabled because they do not take into account how the disabled have already tried everything or even how their parks actually work for the disabled presently. They most definitely have not been in a Disney Parks queue, at all. How do you not know there is no space in a queue and that you work for a company that innovated the switchback to new heights in tight spaces?
Some of the recommendations are just too much: Practice waiting in line? Where do you practice waiting in a multi-hour line in the sun in tight spaces?
And this one…“Encourage other members of your party to help create space around you in line to make it more comfortable.” At a theme park that has ALL their attraction CMs yell at people in line all day “FILL IN ALL AVAILABLE SPACE!” “MOVE FORWARD!” What if the guest is alone?
The List of other Accommodations (created out of what they already offer guests)
Rider Switch
Single Rider
Attraction Queue Re-Entry (this one is totally impossible if you are in a wheelchair or scooter. How exactly do you turn around to leave the line?)
Disney Genie Service (this is a paid service, disability accommodations are not supposed to have surcharges per the ADA Title III)
Disability Access Service
Stroller as a Wheelchair Tag
Navigating Queues with Service Animals
DISNEYLAND RESORT’S LAUNCH
Now Disneyland is up next on June 18th and where WDW removed ALL in person interviews on property (limiting them to online via tablets at the park or via guests’ own devices), DLR plans to remove interviews just from inside the parks and move them to the ticket booths but still offering online interviews.
DLR has also not updated the terms for its online interviews but it is not June 18th yet.
SUBCONTRACTOR
The firm Disney subcontracted is Inspire Health Alliance (IHA) and they subcontract out to a variety of companies. Their website states: “Achieve Your Goals With Purpose & Strategy, Comprehensive programs to accelerate company growth, produce operational excellence, meet customer and patients most critical needs, and create stakeholder value.”
IHA has posted various jobs to be located at a company in Orange County California. One was listed for “Nurse Practitioner with PMHNP Certification: Nurse Practitioners with experience and a passion for working with children and/or adults with neurodevelopmental and/or cognitive disabilities, such as Autism Spectrum Disorders, are strongly encouraged to apply. Nurse Practitioners with Psychiatric Mental Health Certification PMHNP are encouraged to apply.” Definite lean to autism.
NEW DISNEY RESPONSE
It is apparent the early messaging guests were receiving by phone (mentioned above) that the text on the website was NOT just to “scare fraudsters off”. It was exactly what they are planning in earnest.
Now Disney stopped calling many guests back and sent out a ‘canned’ email response to guests complaining about the changes.

“Our goal has been to take steps to preserve DAS for whom it was intended, which is the limited population of Guests who, due to a developmental disability like autism or similar, are unable to wait in a conventional queue for an extended period of time.”
It also inadvertently mentioned how it was affecting their bottom line because DAS guests go into the Lightning Lanes upon return to an attraction: “Due to the benefit that DAS provides - never having to wait in a standby line for most of our rides - the number of Guests requesting DAS has steadily increased well beyond the limited population that requires the service.”
Some Guest Services (GS) CMs have actually been telling disabled guests that the Genie+ guests pay for that access and since the disabled guests don’t, they should wait. (Again from guest postings but unconfirmed)
So which is it? A false ‘return’ to only autism and developmental disabilities or the Genie+ queue has too many freeloaders in it and disabled guests really aren’t the priority here?
AND THEN THERE’S THIS….
Disney has another problem that is not apparent to the general public. They have a culture problem. They teach their Guest Services Cast Members to do things one way but when a guest gets angry and fights it but then wants to speak to a lead, they fall back on making the guest happy. The lead will override the CMs decision and make the guest happy.
DAS is approved in many instances just to appease an angry guest. The CMs suffer though as they can be written up for the encounter and eventually fired for not making guests happy on a regular basis.
You can’t instruct an employee to do one thing one way but expect them to just turn around and do the exact opposite.
High turnover at Disney parks is a huge issue too as there becomes the problem of the lack of passed on training and information. A loss of institutional knowledge.
The DAS problem is not simply just a fraud issue. It includes a quick to appease and make a guest happy problem. It includes GS CMs with little to no training making decisions.
You can’t flip the narrative to change how something “was intended to be” without looking at the whole picture. Especially when it includes your own decisions.
Disney tracks everything done at the parks. They track who does what on a guest’s account and what was given to a guest (from a free shirt to DAS) on the GSS, yes the mythical “Magic List”. They can easily see who authorizes DAS and match that up with any CM discipline to see what I’ve just described.
You can’t track things without creating a database and when you do that, well reports are created from those.
From the perspective of a devoted fan that has used the DAS 2016-present and is now unable to because of the changes:
Disney’s waiver of rights in the terms to accept, BEFORE YOU EVEN ASK FOR THE DAS, in their blanket rejection of the ADA as settled law flies in the face of hard fought-for rights, which are protected by the ADA as a federal law for the disabled. Their self-serving attempt to appear to be providing a service to a protected class under the constitution comes off as a feeble effort to CYA, and a way to avoid another costly class action lawsuit similar to the one just settled for Annual Passholders. Perhaps following the letter of the law (ADA) would be less cumbersome and expensive for Disney instead of trying to exclude everyone who needs a reasonable accommodation under the law and provide it only for one type. By having them sign their rights away and pay for Genie + out of frustration for a system that should work for them but doesn’t, they shirk their responsibility to their guests under the law. They seem more interested in protecting themselves and adding more revenue than providing an excellent guest experience. This is unacceptable for a company that touts itself as a welcoming place for all.
Perhaps if Disney were to look at itself a little more closely, give proper training to its CMs, and add some disabled team members that actually go to the parks and spend time with disabled guests before making any recommendations…perhaps things could be different.
Perhaps…
It’s a shame. A member of my travel party qualified for DAS in 2017 for issues that require frequent and unexpected bathroom emergencies. It made the parks possible. In fact, we were told at WDW Guest Services not to be embarrassed by the conversation because that this is the VERY type of thing DAS was intended for.
Fast forward to 2019, I was visiting with a child with disabilities involving the need for frequent bathroom access. After an in-line accident, a CM instructed us to immediately apply for DAS because it is intended for Guests like this child.
Now it seems these disabilities are being denied and guests are being told to “simply” leave the line. But attempting to leave…
When I opened the DL App yesterday, I got a pop up with new TOS and no class action suits was part of that new TOS. I haven't even tried to renew my DAS yet or read the TOS there. To say I'm disappointed is a major understatement.