SeaWorld is now under federal review following a recent accessibility policy change that has drawn complaints from guests who rely on mobility devices. The investigation centers on whether the theme park operator’s updated rules comply with federal disability law.
The inquiry is being led by the U.S. Department of Justice after multiple guests reported being denied entry with certain mobility aids. At the center of the dispute is SeaWorld’s decision to prohibit rollator walkers that include built-in seats.
According to the Civil Rights Division, the DOJ opened the investigation after receiving formal complaints alleging possible violations of the Americans with Disabilities Act. The case focuses on whether the updated mobility rules unlawfully restrict access for disabled guests.
On Tuesday, November 25, the DOJ sent a formal letter to United Parks & Resorts Inc., SeaWorld’s parent company. The letter stated investigators had not yet reached any conclusions but formally requested cooperation as the review continues.
SeaWorld has since acknowledged the investigation through a public statement issued by SeaWorld Orlando. The statement does not directly address the DOJ inquiry but explains why the policy change was implemented.
SeaWorld Issues First Statement on Policy Change
“We are committed to providing a safe, accessible, and inclusive experience for all guests,” SeaWorld Orlando said (via Fox 35 Orlando).
The company said the ban on seated rollators followed what it described as repeated misuse and safety-related incidents inside its parks. SeaWorld Orlando said guests were using seated rollators as wheelchairs in ways not permitted by device manufacturers.
“After a comprehensive review, we updated our policy regarding rollators with seats due to misuse and safety-related incidents in the parks. Because guest safety is our top priority, the updated policy also addresses situations in which these devices were being used as wheelchairs, which is not permitted by manufacturers.”
SeaWorld Orlando referenced major attractions such as Manta, Ice Breaker, and Pipeline: The Surf Coaster when addressing park safety operations tied to the updated mobility device policy.
The company did not disclose how many incidents prompted the change or whether any injuries occurred. The lack of specific data has intensified criticism from guests and disability advocates seeking further justification for the ban.
SeaWorld also outlined a new accommodation process for guests who arrive at the parks with prohibited devices. According to the company, alternative mobility options are offered at no charge.
“Guests who arrive with a non-permitted device are offered approved alternatives at no cost to them, including rollators without seats and wheelchairs, to ensure they can fully enjoy our parks,” SeaWorld's statement said.
Guests are allowed to bring personal wheelchairs, mobility scooters, and walkers without seats. SeaWorld also rents mobility devices on-site, with wheelchairs and strollers starting at $40, and electric scooters starting at $110, according to the park’s website.
The DOJ’s letter cited complaints that the policy could unlawfully restrict manually powered mobility aids and could force guests to pay for alternatives in violation of federal law.
Accessibility Backlash and Expanding Legal Pressure
Critics argue the ban creates new safety risks instead of resolving existing ones, particularly for guests who rely on seated rollators for stability and endurance during extended park visits.
Medical professionals have also publicly criticized the decision, warning against uniform mobility restrictions for guests with varying physical needs.
The accessibility dispute comes as SeaWorld and United Parks & Resorts face several other legal challenges across different markets.
In San Diego, the city sued SeaWorld in 2023 over more than $12 million in alleged unpaid rent, fees, and interest tied to its Mission Bay lease. A proposed settlement announced in December 2024 is valued at approximately $8.8 million.
Environmental organizations are also suing SeaWorld San Diego over its nightly fireworks displays. The plaintiffs allege the shows violate the federal Clean Water Act by depositing debris and metal residue into Mission Bay.
Separately in Orlando, a lawsuit alleges SeaWorld failed to protect guests from wildlife hazards on one of its signature roller coasters.
Plaintiff Hillary Martin claims a duck struck her face while she was riding Mako in March. The lawsuit alleges loss of consciousness, permanent injuries, and more than $50,000 in damages.
United Parks & Resorts is also named in a proposed class action tied to ticket pricing practices.
Virginia tourist Matthew Beeman alleges the company advertises low ticket prices to parks, including Busch Gardens Williamsburg and Water Country USA, before adding nearly $40 in mandatory fees at checkout, which he describes as unlawful “bait-and-switch” pricing.
The Department of Justice has not provided a timeline for completing its review. SeaWorld has not indicated whether it plans to revise the rollator policy while the federal investigation remains ongoing.
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