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Disney Guest Heartbroken After Severely Disabled Son Is Denied Disability Access

The Disability Access Service (DAS) at Walt Disney World Resort has long been a lifeline for families with special needs, offering an inclusive way to experience the parks. However, recent changes to the program have sparked controversy, leaving many questioning whether Disney’s policies have become too restrictive.

One family’s devastating experience, shared on Reddit, highlights the struggles faced by those who rely on DAS.

A smiling child wearing a red shirt interacts joyfully with a person dressed as Mickey Mouse at a theme park. The background features colorful buildings and other park visitors walking by.
Credit: Disney

Related: Once Again, Disney Says Disabled Child Isn’t Disabled Enough

A Parent’s Frustration

Redditor u/cornstalk99 recounted their upsetting experience trying to secure a DAS pass for their son, who has multiple disabilities. In the post, they explained:

“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.”

Disney changes Disability Pass Access System
Credit: Disney

Related: Guest With Terminal Cancer Denied Disney Disability Pass

The Root of the Issue

In 2023, Disney revised its DAS program, restricting access to individuals with specific cognitive disabilities such as autism. The changes were reportedly aimed at curbing abuse of the system, which had grown rampant. However, these restrictions have unintentionally excluded many who genuinely need accommodations, including families like u/cornstalk99’s.

According to Disney, guests in wheelchairs typically do not qualify for DAS because most park attractions are wheelchair-accessible. For families like the Original Poster’s, this blanket policy fails to account for additional needs, such as sensory processing challenges or non-verbal communication barriers.

DAS Defenders challenge Disney disability changes
Credit: Disney

A Growing Backlash

This family’s story is not unique. Many other guests have shared similar frustrations online, with some calling for Disney to adopt a more flexible approach.

One viral account described a guest with a tracheostomy tube — a tube inserted into her neck that helps her breathe — who was also denied a DAS pass. Suggestions for improvement include introducing proof-of-disability requirements or offering a paid option for guaranteed front-of-line access.

For now, families affected by these policies must navigate alternative options, such as utilizing rider-switch services or planning shorter park visits. However, many believe Disney should reevaluate its approach to ensuring all guests, regardless of ability, can enjoy the magic.

What do you think of Disney’s DAS policies? Should more accommodations be made for guests with complex needs? Share your thoughts 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!

2 Comments

  1. I too had the same experience with the chat, my husband is a bilateral amputee, he can walk long distances but just standing causes issues with his legs becoming impacted into the prosthetics and much pain. The way they had changed it where they give you a time to return to the disabled entrance worked great, but this new system isn’t good for those with disabilities. I understand that it had gotten out of hand with abuse but they need to find a better system.

  2. If a Dr’s note is needed to have Disability services provided then that’s the way the DAS program should be managed. Disney asking to see the person to determine if they are Disabled is against HIPAA! They are not medical providers. As much as I love Disney, the changes they made are a disgrace. I understand they want to crack down on the abusers but it’s obvious they don’t know who actually needs it. Get a Dr’s note and allow the people their enjoyment.

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