Did not get help (GAC) for my daughter

[Kokobebe]

Hello,
Just wanted to update that we just got back from our trip to Disneyland. I wrote before that my daughter has many issues (Asperger's Syndrome being one issue) that have made our previous trips to Disneyland difficult for the entire family.

I was helped by many here, but unfortunately was not given the help I needed at Disneyland. My husband went to city hall first thing in the morning (we had early entrance to the park because we stayed at the DH) and came back saying they couldn't help us. I went (thinking that he had just not explained our situation well) and the man at city hall said that there was no kind of card that could let us wait in the shade or gain earlier access to rides. The only thing he could offer my daughter was a card to get out of line quickly if she had a tantrum waiting. This really was not helpful to us, because I can always get her out of there--I have done it many times before. This issue is that waiting in line is incredibly difficult for her--especially in the extreme heat (it was so humid and hot when we where there).

He said he would give us a card (not to go through an alternate entrance or have waiting cut down, but to let her "out" of lines if she had a fit), but only after meeting our daughter who was waiting with my husband. I really didn't feel comfortable bringing her in there and having him ask her questions (she didn't know I was trying to do this--she would have been embarrassed), so I just gave up and left.

I just wanted to tell my experience with trying to get assistance for her, in case any other families are going through the same thing.

We just did our usual routine where we only went on a few rides, and my husband had to take the other kids separate from us.

[Cheshire Figment]

I am sorry but the people in Guest Relations were following the correct procedures and were unable to assist you based on your actions.

The GAC is issued to the person with the disability, and allows that person and members of the party (usualy a total of six people maximum) to certain accesses so the person can have the same enjoyment as people without disabilities.

Since your daughter was not present, they could not issue a GAC. We have had people state they did not want to discuss their child's needs with the child present. In these circumstances people have written their own list/note stating the needs and had the child present in Guest Relations when they presented the note to the CM.

[ashleypmo]

I am sorry but the people in Guest Relations were following the correct procedures and were unable to assist you based on your actions.

The GAC is issued to the person with the disability, and allows that person and members of the party (usualy a total of six people maximum) to certain accesses so the person can have the same enjoyment as people without disabilities.

Since your daughter was not present, they could not issue a GAC. We have had people state they did not want to discuss their child's needs with the child present. In these circumstances people have written their own list/note stating the needs and had the child present in Guest Relations when they presented the note to the CM.

Do I need a doctor's note to get a GAC, or would it help? I read that I need one, but someone else who just got back from WDW said that they don't want to see a note.

[Kokobebe]

I understand that. I probably would have done just that if I felt that the person at the counter could have handled the situation delicately and if the GAC would have helped us. Since I did not see that happening in either situation, I just left.

He stated that the GAC would only help us if (and I quote) "she was having a fit or something like many autistic children do--and you needed to leave the line quickly". That was not the kind of assistance I was looking for. He said there is no separate line that would result in a shorter wait time for her, and that was what I was hoping for.

thanks for your reply.

[kaytieeldr]

ashleypmo - no, you do not need a doctor's note. As Cheshire Figment explained, you DO need to let Guest Services know exactly what the NEEDS are of the person to whom the GAC is being issued.

Kokobebe - Too late now, but if you run into the same situation in the future, ask to see a Supervisor or Manager. Too, there is always more than one person working in Guest Relations. If you had gone back - especially with your DH there to point out 'that' CM - you could likely have dealt with someone else.

[ducklite]

He said there is no separate line that would result in a shorter wait time for her, and that was what I was hoping for.

thanks for your reply.

That was your problem. You were basically asking for a skip the line pass, and those do not exist. What you should have been asking for is an alternate entrance to wait in a less crowded area--it doesn't put you ahead of others, in fact it can make the wait longer. But it generally gets you out of the sun and into a less crowded area.

The way you and your DH were asking, they were right to tell you there is no such pass, because the interpretation is that you were asking for a head of the line pass.

Anne

[dawnball]

The only thing he could offer my daughter was a card to get out of line quickly if she had a tantrum waiting.

I'm curious how this version of a GAC would work. Generally there hasn't been a CM around when I needed to bail out of a lilne. Are DL ride queues significantly different from their WDW counterparts?

Feel free to PM if it's inappropriate to post those kinds of details here.

[dclfun]

I have had an alternate entrance GAC at DL as my power w/c would not fit into the regular queue lines. It did not reduce my wait time at all, in fact when I got to the line, the CM there clicked a timer to match the time that others were waiting and only when the appropriate time had elapsed to what other guests w/o a disability were experiencing was I allowed to proceed. Often the waiting area was just as crowded with other guests with GAC's, esp when we were inside at Indiana Jones and even I, who am not usually bothered by being "close" to people began to feel uncomfortable. While I would not have appreciated the way the CM described "having a fit" which is not sensitive wording, it sounds like they have worked out a way to have people leave the line and then hopefully return to the same spot so as not to have to through the entire queue line again, something that others have expressed fear of happening. As was mentioned above, neither DL or WDW have a line that is "express" or allows quicker access, only to wait in an alternate area for the same, and sometimes longer, time period. Only children who are currently on their one and only MAW trip are afforded such privileges, and from what Sue has mentioned recently, even that may be changing.---Kathy

[ss0414]

Only children who are currently on their one and only MAW trip are afforded such privileges, and from what Sue has mentioned recently, even that may be changing.---Kathy

Kathy:
My curiousity has the best of me. Could you please explain the part about "even that may be changing" or refer me to the post that is relevant regarding this changing? Thanks.

[Kokobebe]

That was your problem. You were basically asking for a skip the line pass, and those do not exist. What you should have been asking for is an alternate entrance to wait in a less crowded area--it doesn't put you ahead of others, in fact it can make the wait longer. But it generally gets you out of the sun and into a less crowded area.

The way you and your DH were asking, they were right to tell you there is no such pass, because the interpretation is that you were asking for a head of the line pass.

Anne
No, I wasn't asking for a skip the line pass. I actually said "for her it is really hard to wait so long with a big crowd in the hot sun, so maybe there is an alternate entrance in a more shaded area or quiet area?" and he said "that doesn't exist".

I don't want to argue, so this will be my last post. I followed up by writing Disney an email, so I am curious about their response. I just wanted to let other families here know my experience so they aren't blindsided like I was.

And for the record--we have gone to Disneyland 5 times with her and the other kids (about once a year) and this is the first time I have EVER asked for help for her. I am not the type to try to "skip" lines, and neither is she.

Thanks for your help.

[ducklite]

No, I wasn't asking for a skip the line pass. I actually said "for her it is really hard to wait so long with a big crowd in the hot sun, so maybe there is an alternate entrance in a more shaded area or quiet area?" and he said "that doesn't exist".

I don't want to argue, so this will be my last post. I followed up by writing Disney an email, so I am curious about their response. I just wanted to let other families here know my experience so they aren't blindsided like I was.

And for the record--we have gone to Disneyland 5 times with her and the other kids (about once a year) and this is the first time I have EVER asked for help for her. I am not the type to try to "skip" lines, and neither is she.

Thanks for your help.


From your original post:

kind of card that could let us wait in the shade or gain earlier access to rides.

Sounds like asking to skip lines to me, and I'm sure the CM interpreted it the same as I did.

Anne

[Kykatt]

I just came back from a 9 day visit to WDW. We had been thinking about going to DL maybe in 2008 but now I am rethinking that.:confused: :mad:

My DS is 13 and has "Autism" and we got a GAC card this year ( along with using "Fast passes)

In the heat of the day ,or when a "fast pass was not available or were all gone I was able to use a "Fastpass" line. I also was able to use an alternate entrance and wait no more than three cycles before we got to ride.I have never had a problem with any CM telling us there are no "Short-cuts" .
( AND as far as I am concerned... "Fast Passes" ARE SHORT CUTS. I am walking up to the front of the line, and people are wating in "stand-by" for an hour to an hour and a half.

There are just some kids that can not handle lines and lots of people, and waiting.
I would much rather have a normal kid and HAVE to rely on "Fast passes" and LONG wait times. Kids like your daughter and my son struggle daily.
I thought WDW and DL ( besides being about making lots of $$$$) was a place where you can have dreams come true and maybe, just maybe ,be treated a little extra special. With out places for "wheelchairs" and shorter lines( ie "fast pass lines)... lots of "kids" would never be able to experience the Magic of Disney.

If your experience in Disney Land is "NORMAL" then my "Autistic" son and his "NORMAL" sister will not have a "Family Vacation" there.:mad: :mad:

[Kokobebe]

I just called guest services and spoke to a really wonderful woman named Linda. She said that what I was asking for is absolutely provided by Disneyland (shorter wait time for an autistic child) and that I should have been granted a GAC for exactly that. She said that I need NOT bring my daughter in there to be "questioned" by the person at city hall--that having a parent give explanation is enough. She said that the cast member was not adequately trained and did not do the right thing for our situation.

She is going to comp our park hopper tickets (for the whole family) and pay for one night stay at the DLH. I am so satisfied with her response and grateful that I called them to talk with them.

Thanks for all of your help.

[Kokobebe]

From your original post:



Sounds like asking to skip lines to me, and I'm sure the CM interpreted it the same as I did.

Anne

Thank goodness I called guest services today! She apologized for the way I was treated and said that Disneyland does understand the need for shorter lines (not skippping lines) for autistic children. She apologized profusely for what happened to us, and understood our situation completely.

I wanted to report our situation so that it can help other families with autistic children (do you have a child with autism, Anne?). I hope our experience does help other families. Traveling with an autistic child can be very challenging, and it is hard for others to understand unless they live the experience. I am glad that Disneyland is trying to better accomodate families like mine. It still makes our visits to Disneyland a hundred times more challenging than the "average" family without this disability, but a little help and accomodation can make all the difference.

I appreciate Disney apologizing and offering to comp our tickets and room, but I would have rather had our situation treated differently when we were there this week. I appreciate their willingness to make things "right".

Thanks

[Mickiethepooh]

Kokobebe,
I am sorry you had that experience, but the fact you did not bring your daughter with you to city hall, [not to be questioned] just to be there, made a difference in what you were told and how it was handled.
Now the CM should have said you need to bring the person needing the GAC with you.
another thing and this is based on My own personal experience, but is a thought, when I send my husband to do something he often comes back with wrong info because he did not ask the right questions etc. That may or may not have played a part.
It is good that Disney appologized and offered you something in return.

[ducklite]

Thank goodness I called guest services today! She apologized for the way I was treated and said that Disneyland does understand the need for shorter lines (not skippping lines) for autistic children. She apologized profusely for what happened to us, and understood our situation completely.

I wanted to report our situation so that it can help other families with autistic children (do you have a child with autism, Anne?). I hope our experience does help other families. Traveling with an autistic child can be very challenging, and it is hard for others to understand unless they live the experience. I am glad that Disneyland is trying to better accomodate families like mine. It still makes our visits to Disneyland a hundred times more challenging than the "average" family without this disability, but a little help and accomodation can make all the difference.

I appreciate Disney apologizing and offering to comp our tickets and room, but I would have rather had our situation treated differently when we were there this week. I appreciate their willingness to make things "right".

Thanks

How many times will you contradict yourself? First you were asking for a GAC for shorter lines. Then you weren't, just an alternate entrance, and now you again say that you wanted a skip the line pass.

No, my child doesn't have autism--at one point they thought he might be on teh spectrum, and he was severely ADHD with other NI/ED diagnosis'. We traveled during the slowest times, waited just like everyone else, and when it was unbearable we left and went to the pool at our resort.

Other than for MAW kids, there is no GAC that allows you to skip lines. End of story. It's really sad that you've been led to believe otherwise.

Anne

[Kokobebe]

I am sorry you felt that I am contradicting myself (conversations via an internet message board can be confusing)--but I didn't want to skip lines. I don't know how else to say it so you will understand. I wanted a shorter line for her if possible (that would be helpful for a child with autism--or maybe a quieter more shady area to wait), and that is what the woman at guest services told me today by the phone that she should have been offered. She said they do offer that to children at the park that have autism. Your child does not have autism, so maybe you don't understand the need for this? At any rate, I know this would not mean every line would be shorter, obviously.

You don't need to worry about our issue any longer, as I have resolved it with Disneyland and am satisfied with our outcome now. The only reason I came to this board to tell our situation was for people that have autistic children and may benefit by what happened to us. I hope that this explanation satisfies you?

Here is the info that I was going by--and the person at guest services confirmed it for me:
http://pixiedustinn.com/disabilitiesfaq/GACFAQ.html
As it states there, I wasn't looking for a "front of the line" pass--I know that doesn't exist and would frankly feel it would be unfair for us to utilize that. We try and get fast passes, but she is very limited in the rides she can ride (we do Small World over and over) and many don't have a fast pass line. She is verbal, but struggles with comprehension--which makes very long waits difficult for her. Long waits are hard for any child, I do understand that--but for her it is different.

Take care.

[cymomtx]

I just came back from a 9 day visit to WDW. We had been thinking about going to DL maybe in 2008 but now I am rethinking that.:confused: :mad:

My DS is 13 and has "Autism" and we got a GAC card this year ( along with using "Fast passes)

In the heat of the day ,or when a "fast pass was not available or were all gone I was able to use a "Fastpass" line. I also was able to use an alternate entrance and wait no more than three cycles before we got to ride.I have never had a problem with any CM telling us there are no "Short-cuts" .
( AND as far as I am concerned... "Fast Passes" ARE SHORT CUTS. I am walking up to the front of the line, and people are wating in "stand-by" for an hour to an hour and a half.

There are just some kids that can not handle lines and lots of people, and waiting.
I would much rather have a normal kid and HAVE to rely on "Fast passes" and LONG wait times. Kids like your daughter and my son struggle daily.
I thought WDW and DL ( besides being about making lots of $$$$) was a place where you can have dreams come true and maybe, just maybe ,be treated a little extra special. With out places for "wheelchairs" and shorter lines( ie "fast pass lines)... lots of "kids" would never be able to experience the Magic of Disney.

If your experience in Disney Land is "NORMAL" then my "Autistic" son and his "NORMAL" sister will not have a "Family Vacation" there.:mad: :mad:

You should have no problems at DL, when we go I just take my GAC from WDW and they use that to issue my GAC for DL.

[dclfun]

To the OP, I'm glad things were worked out to your satisfaction. Worse than anything IMO is the way the CM described autism as "you know, the fits they have". I don't have an autistic child but had a career in O.T. and worked with many precious autistic children and now my daughter works at a private school for autistic children in Boston. My heart actually hurts when these children aren't understood or what their families go through in everyday life isn't understood. The comments made were hurtful and anyone in that role should be more sensitive and caring. As for some of the information shared above, from my understanding the person with the disability MUST be present to request a GAC which was the only thing the manager didn't convey correctly. I'm glad next time this person will see to it that your experience is a positive one. ---Kathy

[pcparamedics01]

I just called guest services and spoke to a really wonderful woman named Linda. She said that what I was asking for is absolutely provided by Disneyland (shorter wait time for an autistic child) and that I should have been granted a GAC for exactly that. She said that I need NOT bring my daughter in there to be "questioned" by the person at city hall--that having a parent give explanation is enough. She said that the cast member was not adequately trained and did not do the right thing for our situation.

She is going to comp our park hopper tickets (for the whole family) and pay for one night stay at the DLH. I am so satisfied with her response and grateful that I called them to talk with them.

Thanks for all of your help.


I am glad you got comped. And no it does not appear you are trying to skip lines like the OP said. I would have had to ask her the same thing as you did. " Do you have a child with ASD?" My guess is no.

[Kirlinale]

I am sorry if this comes out at all worded wrong but it is not meant to be.

But, your message suggested you went to Guest Relations and Asked for a 'short wait' because your child has Aspergers, AKA, Skip the long line pass.

No where did I see that you said you explained your needs. Not ALL Autisitic and Aspergers kids need the same level of accomondation. So offering you asssistance if a problem should occur seems to be a reasonable acomondation based on what you said and what your wrote.

You seemed to have only one objective (according to my reading of the post) and that was ' I want a shorter wait' because my child has Aspergers, I was not there so I do not know what the actual dialog actually was, but
it did not explain a problem or a need .. just a want.. I hope that makes sense.

GR usually wants to visually see the person with the disability and while I understand it may make her embarrased , it also, protects the system from being abused by people WHO don't really need a GAC but try to beat the system. Therefore I have no problem telling my child or children that we are getting a GAC so that the medical issues they have won't impede on our vacation or that of any other person. I am not embarrased by nor should my child be of the difficulties she has and I have yet to have a CM or other speak to her directly about her issues which range from Medical to Behavioral.

I believe if you explain the childs needs, and clearly explain the difficulties you had on different visits they would be more willing to assist.

I am sorrry but If I worked at Guest Relations and Two different adults came in seeking a GAC, asking for a 'Short Line' wait, not able to produce or be willing to produce the party it was being requested for I can't see how or why DL would be at fault here and am genuinly surprised you were comped.


That being said, I have many friends with kids on the Spectrum who have been to WDW and had wonderful times.. of them, some use a GAC after explaining the issues not the diagnosis or asking for a GAC that DOES this or that .. but basically saying.. this is what types of issues in daily like my child has that may interfere with his ability to enjoy your park, is there anything you could do to help. Period, and that help will differ depending on the severity and needs. That need can change from attraction to attraction or from visit to visit.

I would have probably tired the Get out of Line card first, if that did not work then I would have gone back and said, we used this accomdation but it does not help as this and this keeps happening is there anything else you could help us with.. Period.. we have done this .

Also, please don't think I am targeting autism, I work with SPED kids regularly and I KNOW first hand hte difficulites they have... but many Autistic kids CAN wait in line, and many can handle things , and there are many who need some help with crowds, stimulation and queues...

I will give you two examples I have seen first hand.. there was an autistic child next to us on line at Pooh Bear Ride last year. We waited 20 minutes and were close to the enterance when someone popped a baloon (we think) and it triggered some behaviours which were difficult for the family to deal with and for him to maintain. A CM came over , got them off line, gave them a ' card' to come back to the FP line when things settled down.. He also said in earshot to see GR if she needed further assistance..

I believe , if you are reasonable, willing to explain your NEEDS, provide a clear description of you or your child's issues.. you should not have problems like this and actually I do not *personally* believe a CM should be Obliged to tell you what you CAN get or what is available for other issues , only what you would need based on your explaintation which I took based on reading this was 'I want a short line because my child has Aspergers' and not explaining what would occur if your child does have to wait on extended lines or in the heat, and also , not producing the actual person with the disability probably prevented you from getting the most applicable acomondation for your needs. I am very sorry you were not served and having my own medically fragile with many behaviour and cognive issues, I symphatize, I just wanted to point out that I don't think DL did anything wrong, I just think there was a miscommunication and an issue in the way you went about trying ot obtain your GAC.

[Cheshire Figment]

Closed at the request of the original poster. Questions have been answered and issues resolved.

[SueM in MN]

Here is the info that I was going by--and the person at guest services confirmed it for me:
http://pixiedustinn.com/disabilitiesfaq/GACFAQ.html

I just am reopening this for one post to clarify a few things.
The pixiedust inn website does have some very good information, but I wanted to point out that page has not been updated since June 3, 2002.
Teri, who owns that website, was a frequent poster on this site when it first began. Some of the general information about hints/coping with lines is very good, but I did want to point out that information about Guest Assistance Cards is over 5 years old.
As for some of the information shared above, from my understanding the person with the disability MUST be present to request a GAC which was the only thing the manager didn't convey correctly. I'm glad next time this person will see to it that your experience is a positive one. ---Kathy
CMS who work at Guest Relations in the parks have posted many times that the person the GAC is for need to be there when it is issued. The GAC is actually issued in that person's name and CMs (including Guest Relations Supervisors) have confirmed to me by PM and emails.
As someone posted earlier in the thread, they don't necessarily need to be right up at the counter with you, but do need to be somewhere in Guest Relations. For the same reason, they don't issue GACs ahead of time by people phoning or sending emails.

Only children who are currently on their one and only MAW trip are afforded such privileges, and from what Sue has mentioned recently, even that may be changing.---Kathy
Kathy:
My curiousity has the best of me. Could you please explain the part about "even that may be changing" or refer me to the post that is relevant regarding this changing? Thanks.
There have been a number of times in the last year where parents of children on Make a WISH trips posted that they did not get a "front of the line pass" (which is what people traditionally think of as a Make a Wish pass. Instead, they got a GAC with messages that met their child's needs (which in many case did not require that much access). I have no idea what the significance of this is - I have just reported that some people have posted the information.