Trouble at SeaWorld? Theme Park Officially Responds to Government Investigation

SeaWorld has issued a public statement as the federal government moves forward with an investigation into a recent accessibility policy change at its parks.

The update follows growing scrutiny over the company’s decision to prohibit certain mobility devices at multiple properties.

The investigation, led by the U.S. Department of Justice, focuses on whether SeaWorld’s updated rollator walker policy may violate the Americans with Disabilities Act. The Civil Rights Division confirmed it opened the inquiry after receiving several complaints from guests affected by the change.

On Tuesday, November 25, the DOJ sent a formal letter to United Parks & Resorts Inc., SeaWorld’s parent company, stating it had not yet concluded whether any ADA violations occurred and requested immediate cooperation as the review proceeds.

SeaWorld Responds to Federal Investigation

SeaWorld Orlando has now released its first statement since news of the federal investigation became public. Although the company did not address the DOJ review directly, it provided new context for why it implemented the controversial policy in the first place.

“We are committed to providing a safe, accessible, and inclusive experience for all guests,” SeaWorld Orlando said.

The theme park said it banned rollator walkers with seats after what it described as repeated misuse and safety-related incidents. According to SeaWorld Orlando – home to the likes of Manta, Journey to Atlantis, Kraken, and Pipeline: The Surf Coaster – guests were using the seated rollators as wheelchairs, a practice the company says manufacturers do not allow.

“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 did not disclose how many incidents occurred or whether anyone was seriously injured as a result. The lack of specific data has fueled frustration among disability advocates and affected guests who say the ban feels abrupt and insufficiently explained.

The statement also revealed a new accommodation process for guests impacted at the gate. SeaWorld said that visitors who arrive with a prohibited device are offered free alternatives on-site.

“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 still permitted to bring personal wheelchairs, scooters, and walkers without seats. SeaWorld also rents mobility devices, with wheelchairs and strollers starting at $40, and electric scooters starting at $110, according to the park’s website.

The DOJ’s letter outlined the legal basis for the investigation, citing complaints that the parks may be unlawfully restricting manually powered mobility aids and charging guests to access alternatives.

Reactions To Investigation

Critics argue the ban creates new safety concerns rather than resolving existing ones, especially for guests who rely on seated rollators for balance and endurance.

Medical professionals have also raised alarms about a one-size-fits-all approach to mobility access.

“It gives them the flexibility to sit and rest, which you cannot do with a standard walker,” Dr. Dale Birenbaum said (via Fox 35 Orlando). “Mobility is not ‘one size fits all’, and those who require rollators shouldn’t be left out.”

Other Legal Issues For SeaWorld

SeaWorld’s legal exposure extends beyond accessibility issues.

In San Diego, the city sued SeaWorld in 2023, alleging more than $12 million in unpaid rent, fees, and interest under its long-term Mission Bay lease. The parties announced a proposed settlement in December 2024 valued at about $8.8 million.

Environmental groups are also suing SeaWorld San Diego over its nightly fireworks. San Diego Coastkeeper and the Coastal Environmental Rights Foundation allege the shows violate the federal Clean Water Act by showering Mission Bay with debris and metal-laden residue, and accuse the park of failing to properly collect and remove the pollution.

In Orlando, a recent lawsuit claims SeaWorld failed to protect guests from wildlife hazards on one of its signature coasters. Plaintiff Hillary Martin alleges a duck flew into her face while she rode Mako in March, causing a loss of consciousness, permanent injuries, and more than $50,000 in damages.

United Parks & Resorts is separately facing a proposed class action over ticket pricing

Virginia tourist Matthew Beeman alleges the company advertises low prices for the likes of Busch Gardens Williamsburg and Water Country USA, then adds nearly $40 in mandatory fees at checkout, a practice he calls unlawful “bait-and-switch” pricing.

Do you think SeaWorld was right to ban rollator walkers?