Disney Sparks Outrage After Visually Impaired Guest Is Told To Stop Using Cane

A guest’s recent experience at Disney turned into an accessibility dispute.

Disney theme parks regularly host guests who rely on mobility aids, wheelchairs, white canes, and other equipment to navigate crowded spaces.

The company also promotes accessibility services for blind and low vision visitors, including audio description devices, Braille materials, and other forms of assistance.

But one recent visit raised questions over how those policies are applied in practice after a visually impaired guest said she was asked to stop using the cane she relies on to move independently.

Guest Says Disney Employee Questioned Her Cane

The incident happened on September 3 at Shanghai Disneyland, where a visually impaired guest, identified as Ms. Song, visited the park with her boyfriend (via 21 Jingji).

The pair entered at around 7:40 a.m. and obtained a disabled access pass before continuing into the park.

Later that morning, Ms. Song said they stopped near Enchanted Storybook Castle to take photographs.

According to her account, an employee then questioned whether she needed to continue using her white cane.

The employee reportedly asked: “Is it necessary to use it all the time? Because there are many people in the park, can you put it away and not use it?”

Ms. Song later pushed back against the request.

“I don’t understand why he asked that. Who would use a blind cane if they didn’t need it? For me, the cane is my ‘eyes’.”

She raised the issue with Guest Services later that day, but said staff were initially unable to resolve the complaint because she could not identify which department the employee belonged to.

Ms. Song returned on September 4 to discuss the incident again.

She said Disney apologized, although the immediate response reportedly included two stickers after employees told her they could not locate complete surveillance footage of the interaction.

The dispute escalated later in September when another account suggested there was confusion over whether white canes needed prior approval before entering the resort.

A reporter contacted Shanghai Disney Resort customer service while posing as a guest and asked about bringing a white cane into the park.

The representative reportedly described it as a “stick-like” item and suggested submitting photographs and measurements by email before visiting so employees could determine whether it could be brought inside.

That advice appeared to contradict the basic purpose of a white cane as an essential mobility tool for many blind and visually impaired people.

Disney Clarifies White Cane Rules

Shanghai Disney Resort later clarified that visually impaired guests do not need to contact the park in advance before bringing or using a white cane.

The resort also said it “completely respects and supports” visually impaired guests using such mobility aids.

Disney subsequently identified the employees involved in Ms. Song’s complaint as security staff, according to her account.

She said the resort apologized again, promised additional employee training, and invited her and her boyfriend back with complimentary park admission and priority access for two attractions.

The clarification also brought Shanghai Disneyland’s position closer in line with Disney’s published guidance elsewhere.

At Disneyland Resort in California, planDisney stated on September 18 that “standard canes and walking sticks are allowed in both Disneyland Park and Disney California Adventure Park.”

Those items may still be inspected by security before guests enter.

Disney also advertises dedicated services for blind and low vision visitors at Walt Disney World, including audio description devices and Braille guidebooks.

Even so, accessibility complaints involving blind and visually impaired visitors are not new.

In 2010, visually impaired annual passholders filed a class action lawsuit accusing Disney of failing to provide equal access in areas including maps, signage, and viewing locations.

Court records also detailed claims from guests who said visually impaired visitors were denied access to certain designated viewing areas because they did not use wheelchairs.

More recent guests have also described inconsistent experiences when attempting to use Disney’s disability services.

In 2024, one Walt Disney World visitor said a trip with her blind boyfriend was complicated by confusion surrounding available accommodations, including audio description devices and disability access options.

Disney has continued to expand and revise its accessibility programs in the years since.

The latest incident, however, has drawn renewed scrutiny over whether employees across its parks are consistently applying those rules.

Have you ever experienced accessibility issues at a Disney theme park?