Walt Disney World Resort is well known for being accommodating to everyone, including people with disabilities. One of the accommodations Disney makes is with the Disability Access Service (DAS). DAS is a service that acts as a placeholder in line for guests who are unable to stand in line.
Contrary to popular belief, it doesn’t allow guests to “skip” the line, but instead gives the guest a time to return equal to the current posted wait time. This allows them to have a place in the line but wait elsewhere. This keeps things fair while still accomodating Guests who need it.
In the past, DAS guests were given a card to present at an attraction’s entrance and a Cast Member would give them a paper return time (think of old school FastPasses). However,as Disney Parks operations have moved into the digital sphere DAS did too. Now when a guest is granted DAS, it shows up on their MyDisneyExperience app (as well as their MagicBand if they have one). Guests simply have their app or band scanned and a return time loads automatically. However, as with any technology, it doesn’t always work as intended.
One guest on Reddit recently found this out the hard way and took to the app to share their experience. The guest has a colostomy bag and has to change it frequently which leaves them unable to wait long periods of time in lines. They stated that they went to Guest Services upon arrival and received DAS. However, when they tried to use it, they were denied. It was never loaded onto their app.
That should be a simple fix, they went back to Guest Services to have it loaded. That’s when things got really frustrating. Guest Services shows that this guest did in fact have DAS and that it was loaded to their account. Because of this, they were told nothing could be done to fix the problem. After several more attempts to use the DAS all resulting in being told they didn’t have it, the Redditor simply gave up and left. “It ruined my entire vacation,” they said, “and Disney didn’t care. They didn’t fix it and they wouldn’t refund me.”
Many commentators said they had similar experiences and suggested fixes for the problem. Most said that exiting the app and restarting their phone usually fixed the glitch.
Another suggested the blue Guest Experience tents that are scattered around the park and also cast doubt that the guest truly needed to change their colostomy bag as often as they claimed.
Another suggested that Lightning Lane would work, despite the DAS not showing up in the app. However, since the Redditor said they were denied several times, we are guessing they tried this, unsuccessfully.
No one can post on the internet without someone having something negative to say. This commentor suggested the original poster was wasting their time by complaining on Reddit and that they should call Guest Relations instead.
Glitches happen, no system is perfect. We would hope though that Disney would have worked with the guest more closely to resolve the issue, though. Hopefully they call Guest Relations, if nothing else to make rhem aware of the glitch so the IT department can look into it.