Disney has come under fire from a coalition representing guests with disabilities planning to visit its Disneyland and Disney World theme parks located in Anaheim, California and Orlando, Florida respectively.
The entertainment giant has announced changes to its longstanding Disability Access Service provision which allows guests with disabilities who may struggle to stand in line for attractions for extended periods to schedule rides in advance and then wait in a different place until it’s their turn. Previously, the Disability Access Service pass has been available to individuals with all manner of disabilities including those with mobility impairments. However, from May 20 at Disney World and June 18 at Disneyland, this provision can only be used by visitors with developmental conditions such as autism spectrum disorder.
This move has ostensibly been undertaken by Disney in response to a perceived rising tide of disability fakers i.e. non-disabled guests pretending that they have a medical condition to take advantage of the service and skip the queues. Murmurings of such underhand behavior has been rife among guests discussing the theme parks online over the past few years. Additionally, the raw data demonstrates that use of the DAS program has skyrocketed since 2019 making it currently the most widely requested service across the Disney parks.
It is highly unlikely that this vast increase is purely attributable to a fresh appetite amongst disabled consumers to visit the parks and therefore there are clearly other factors at play. Equally, it can be presumed that the retention of conditions like ASD within the provision is because these represent the areas of highest need with those affected often experiencing genuine anxiety and distress when queuing which can also have an impact on other guests.
Nevertheless, a coalition of some 140 individuals who are outraged by the policy change has penned a letter to Disney’s upper management including CEO Bob Iger in which they accuse the corporation of discriminating against people living with conditions like cancer, narcolepsy, Parkinsons’, PTSD, multiple sclerosis and cerebral palsy to name but a few.
The letter reads:
“Punishing disabled individuals for the actions of able-bodied individuals who abuse the system is not a solution.” Further adding, “These changes fail to adequately address abuse; people who abuse the system will still lie.”
Shannon McEvoy is a Florida-based travel agent who has booked hundreds of trips to Disney World for customers with disabilities over the past few years. McEvoy told the San Luis Obispo Tribune that she has certainly observed the regrettable practice of disability faking over the past few years.
“I’ve had healthy people reach out and ask how they can get a DAS service pass and guest pass, and they don’t have a particular disability,” McEvoy said. “It’s sad these people are trying to game a system that is near and dear to my heart.”
However, a Disney spokesperson confirmed that the company is still very much committed to ensuring its park guests with disabilities enjoy a first-class experience.
The company statement reads:
“Disney is dedicated to providing a great experience for all Guests, including those with disabilities, which is why we are so committed to delivering a wide range of innovative support services aimed at helping our Guests with disabilities have a wonderful time when visiting our theme parks.”
Disney has also pointed out that it will continue to publish detailed park accessibility information on its website and is planning to hire more staff who will receive enhanced training to signpost park-goers to accessibility provisions. Those who are eligible for a DAS pass will now not need to reapply for 120 days instead of the previous 60.
It will also continue its Rider Switch service which permits one adult to wait with non-riders while the remaining group members enjoy the attraction. Once those guests return from the ride, they change places with the waiting adult, who is then able to board the attraction without waiting in line again.
Whilst the disability faking phenomenon would sadly appear all too real and Disney’s desire not to see itself taken for a ride understandable, certain aspects of this policy shift would appear destined to land poorly with the disability community. Firstly, it comes across as a measure more directed towards non-disabled people that sidelines the needs of genuinely disabled patrons who have benefited from the DAS in the past.
Perhaps even more damagingly, it seeks to exert categorization and blanket rulemaking over something as highly personalized and nuanced as disability access needs. As the new policy gets underway to mark the commencement of the summer season, likely, some of those web forums that highlighted the fakers will probably share sad stories of dream holidays diminished by a rowing back of previous rights, which for some families at least, helped dreams come true.