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Disney Guest Faces Heart-Wrenching Denial of DAS for Disabled Son

For years, Disney’s Disability Access Service (DAS) has provided families with special needs a way to enjoy the parks with reduced stress and greater inclusivity. However, controversial changes to the program implemented in 2023 have left many families feeling alienated and frustrated.

A recent Reddit post highlights the heartbreaking experience of one family who was denied access to DAS for their severely disabled son, raising serious concerns about the fairness and effectiveness of Disney’s updated policies.

A child wearing a red Mickey Mouse shirt smiles excitedly while interacting with a person in a Mickey Mouse costume.
Credit: Disney

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A Parent’s Heartbreaking Story

In a viral post, Reddit user u/cornstalk99 detailed their struggle to secure a DAS pass for their son, who has significant disabilities. The parent shared the following:

“Hi all, A few days ago I tried to get my son a DAS pass for our upcoming trip to Disney. I went through the process and had the video chat to be denied. The lady asked to see my son (who is non-verbal, 80% deaf, and in a wheelchair) and within a few minutes told me that we do not qualify for DAS. She said that we can technically stand in line since he will be sitting. I explained that he doesn’t understand how long lines work and will end up either screaming or crying, ruining the experience for everyone around him, or, to take it a step further, might use the restroom on himself causing more problems if we are in a long line. The DAS line was perfect in the past because it was shorter and easier to get out if something did happen.

“I understand that they have changed their policies to crack down on abuse, but after 20 minutes of talking with the CM, I was told that our best option is to send my wife and other son into the regular line and then, when they get to the front, a CM will walk us to them. I explained that this option doesn’t really work either because it splits up our party for every ride he wants to go on and it would upset him when half his family has to come and go. (He loves all of the rides and laughs and smiles). The LL option was the only thing that worked due to most lines being less than 10 minutes.

“We haven’t been to Disney since the DAS changes, but after reading everything with the terms and conditions, how does this not qualify? Am I missing something? I’m not trying to cheat and have shorter lines; Disney is the one place we could take him because they accommodated him so well that we could actually give him the enjoyment he deserves.”

is Disney's disability program ending
Credit: Disney

Related: Disney Guest Denied Disability Pass Despite Terminal Diagnosis

This account encapsulates the frustration many families feel when trying to navigate Disney’s updated DAS policies. Despite clear evidence of need, the family’s request was denied, leaving them questioning the inclusivity of the system.

The Controversial Changes to DAS

In 2023, Disney revised its DAS program to focus eligibility on specific cognitive disabilities, such as autism. The company stated that the changes were necessary to address widespread abuse of the system, where some guests reportedly falsified conditions to gain access to shorter lines.

Disney Disability access service pass
Credit: Disney

While the intention was to preserve the integrity of the program, the new guidelines have excluded many families who genuinely require accommodations.

Disney’s rationale is that wheelchair users are generally not eligible for DAS since most park attractions are wheelchair-accessible. However, this blanket policy fails to consider the unique challenges faced by families dealing with complex disabilities.

For example, children who are non-verbal or have sensory processing issues may still struggle significantly in traditional queues, even if they use a wheelchair.

Disney Changes Disability Pass
Credit: Disney

Broader Implications and Growing Backlash

The story shared by u/cornstalk99 is not an isolated incident. Many families have taken to social media to voice their frustrations with the updated DAS system.

One viral account detailed the experience of a wheelchair user with a tracheostomy tube who was also denied a DAS pass. Despite having legitimate needs, the guest was informed they were “not disabled enough” to qualify.

Critics of the current system argue that Disney’s policies are overly rigid and fail to accommodate the full spectrum of disabilities. Suggestions for improvement include introducing a verification process where guests could provide medical documentation to support their requests.

Disability Discrimination
Credit: Charisma.Lei

Another proposed solution is a paid front-of-line access option that can be added to an Annual Pass for the entire year, which could provide an alternative for families excluded from the DAS program.

The Path Forward

Disney’s efforts to address abuse within the DAS program are understandable, but the unintended consequences of the policy changes have sparked widespread criticism. As stories like u/cornstalk99’s continue to emerge, many are calling on Disney to reevaluate its approach and consider more inclusive solutions.

The magic of Disney lies in its ability to create a welcoming environment for everyone. By refining the DAS program and addressing the concerns of families with complex needs, Disney has an opportunity to reaffirm its commitment to accessibility and inclusivity.

What do you think of Disney’s current DAS policies? Should they be adjusted to better accommodate a wider range of disabilities? Share your thoughts in the comments below.

Krysten Swensen

A born and bred New England girl living the Disney life in Southern California. I love to read, to watch The Golden Girls, and love everything to do with Disney and Universal. I also love to share daily doses of Disney on my Disney Instagram @BrazzleDazzleDisney!

One Comment

  1. We’re from England and have been to WDW 30 times in 22 years and also Disneyland California. We love it. In 2004 I had a spinal injury and after failed surgery in 2006 I now have a degenerative spinal condition. It’s not straight forward though and my needs can be different each day. We were in WDW in November 2023 and I went to see customer service as I have many times before, to ask for my DAS. The CM told me it had changed and I could have it this time but no more! I walk with 2 crutches and I need to sit down every so often. If I stand still for too long my spine and left leg go into spasm which is very painful. If I walk too long, it happens again,. This can happen multiple times a day when I’m doing normal daily activities, but going to a place that is supposed to be for all guests it happens even more! Walt Disney said he wanted his parks to be for all the family to enjoy together. In other words, INCLUSIVELY!!! Without DAS I wouldn’t be included at all. I can’t use a wheelchair or an electric scooter because my leg and spine would be very painful and go into spasm. If I stand still it’d be just as bad. The DAS lines have meant I can ride whatever attractions I want but that has been taken away from me now. We pay an awful lot of money to visit WDW but for DAS to not include me anymore means it’s a huge waste of money. Disney has let me down and I’m very upset about that.

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