Having a hard time with customer service at runDisney

dccboyle · May 1, 2015

Hello, first time poster here

So, I know from experience that Disney has awesome customer service, especially with our family, as we have two children with severe disabilities. And, again, they have been great to us. However, I am having a major issue with runDisney. I would like to take my daughter to Disney in February and run/push her in her wheelchair in the Disney Princess Half-Marathon. I have specifically been told by runDisney that they will not allow that. However, in the saftey section of their site, wheelchairs are not forbidden. In fact, walkers, strollers, and crutches are excluded but not wheelchairs. To me, this seems like a civil rights issue that I am surprised that they would engage in. Might anyone have any thoughts on how to make this happen??? It'd be extra special as we'd be marking the 10th anniversary of her Make-A-Wish trip there!!! Thanks!

Mum23 · May 1, 2015

I would think wheelchairs not being in the things excluded was perhaps an oversight. I would bet they are considered a safety issue just as the others are.

BUT..

Perhaps you can get more info from this podcast??

http://specialmouse.com/can-rundisney-wheelchair/

tobikaye · May 1, 2015

Wheelchairs are not forbidden as it is a separate race category for self pushers. They do have under "Eligibility" that "Each participant must be able to complete the 5K on their own." It looks like they just need to make this clarification on their website that any participant for any portion of the 5K, 10K, or 1/2 must complete the course on their own.

aaarcher86 · May 1, 2015

Mum23 said:
I would think wheelchairs not being in the things excluded was perhaps an oversight. I would bet they are considered a safety issue just as the others are.

BUT..

Perhaps you can get more info from this podcast??

http://specialmouse.com/can-rundisney-wheelchair/

Either that, or it's allowing people to push themselves but not be pushed - similar to a stroller (which is excluded).

Very doubtful this is a civil rights issue :-/. I can appreciate the desire to do this, but let's not get carried away.

OurBigTrip · May 1, 2015

I don't see it as a civil rights issue at all; runners can't push someone else in the race.

Mrsjvb · May 1, 2015

if your child cannot self propel she cannot participate. it is as simple as that. nothing civil rights-y about it at all.

lanejudy · May 1, 2015

to the DISboards and the disABILITIES Forum!

I'm a little unclear as to your objective. Does your daughter wish to participate in the event? Or is it that you wish to push her with you as the registered racer? I did find this on the runDisney website, under the Safety Reminder for the Princess Half-Marathon (bolding is mine):

Safety Reminder
- For everyone's safety, baby joggers, strollers, baby carriers, baby backpacks, inline skates, motorized scooters, bicycles, skateboards, canes, crutches, walkers, walking sticks and animals of any kind are prohibited from the course. Violators will be removed from the course and transported to the finish line area.
- We can offer human guides to assist registered participants with disabilities. Please contact rundisney@disneysports.com no later than 90 days in advance of the event.

If your daughter is desiring to register, and meets other eligibility requirements (age, push-rim wheelchair, etc.), then it sounds like runDisney may be able to provide someone to assist her depending on her needs. It could be the guide must be someone official from runDisney, maybe for liability purposes, rather than allowing you to be her guide. I expect the participant must be capable of self-propelling, and being pushed the entire distance is not acceptable as a "participant."

As frustrating as it may be for you, I can understand why you are not allowed to register as a participant yourself and push her. That is a safety issue for you, her and other runners participating in the event. I think it's wonderful that you wish to mark her special anniversary by participating in a special event! Maybe you can do the half-marathon and spend the rest of the weekend with your daughter at the parks.

SueM in MN · May 1, 2015

This question has come up before and it is a safety issues for someone to be running and pushing a wheelchair.
Guests who can propel their own wheelchair can participate in the wheelchair category. I didn't see anything on the website information, but my recollection is that they still have to maintain the same 15 minute per mile pace of other runners.

The last time it came up, the suggestion was to enter the family fun run, which did allow strollers end wheelchairs bring pushed. As far as I can see, there doesn't seem to be a family fun run for the next race.

lost*in*cyberspace · May 2, 2015

There are many races where pushing someone in a wheelchair is allowed. You might try looking for one of those.

SueM in MN · May 2, 2015

lanejudy said:
to the DISboards and the disABILITIES Forum!

I'm a little unclear as to your objective. Does your daughter wish to participate in the event? Or is it that you wish to push her with you as the registered racer? I did find this on the runDisney website, under the Safety Reminder for the Princess Half-Marathon (bolding is mine):

Safety Reminder

For everyone's safety, baby joggers, strollers, baby carriers, baby backpacks, inline skates, motorized scooters, bicycles, skateboards, canes, crutches, walkers, walking sticks and animals of any kind are prohibited from the course. Violators will be removed from the course and transported to the finish line area.

We can offer human guides to assist registered participants with disabilities. Please contact rundisney@disneysports.com no later than 90 days in advance of the event.

If your daughter is desiring to register, and meets other eligibility requirements (age, push-rim wheelchair, etc.), then it sounds like runDisney may be able to provide someone to assist her depending on her needs. It could be the guide must be someone official from runDisney, maybe for liability purposes, rather than allowing you to be her guide. I expect the participant must be capable of self-propelling, and being pushed the entire distance is not acceptable as a "participant."

As frustrating as it may be for you, I can understand why you are not allowed to register as a participant yourself and push her. That is a safety issue for you, her and other runners participating in the event. I think it's wonderful that you wish to mark her special anniversary by participating in a special event! Maybe you can do the half-marathon and spend the rest of the weekend with your daughter at the parks.

when I have heard about guides for races in other situations, it was for racers who were visually impaired or hearing impaired and had no one to run with them (or were with others who also wanted to race). The guides were available to help with way finding, avoiding hazards and make sure other runner did not get too close.

SMD · May 2, 2015

SueM in MN said:
when I have heard about guides for races in other situations, it was for racers who were visually impaired or hearing impaired and had no one to run with them (or were with others who also wanted to race). The guides were available to help with way finding, avoiding hazards and make sure other runner did not get too close.

I don't know about WDW, but at the DLR races the wheelchair races do get someone on a bicycle who follows each participant. DLR races are on city streets and the chairs are low profile, so that may be a reason. They are all self-propelled. Some use hand pedals, but only the push rim are eligible to place. It sounds like this doesn't apply to the OP's situation.

SueM in MN · May 2, 2015

SMD said:
I don't know about WDW, but at the DLR races the wheelchair races do get someone on a bicycle who follows each participant. DLR races are on city streets and the chairs are low profile, so that may be a reason. They are all self-propelled. Some use hand pedals, but only the push rim are eligible to place. It sounds like this doesn't apply to the OP's situation.

thanks.
That makes sense. It's possible the races I was aware of did not have any wheelchair racers or didn't provide that kind of escort.

I agree it does not sound like that would be the OP's situation since it sounds like a wheelchair pusher is required.

dccboyle · May 3, 2015

Mum23 said:
I would think wheelchairs not being in the things excluded was perhaps an oversight. I would bet they are considered a safety issue just as the others are.

BUT..

Perhaps you can get more info from this podcast??

http://specialmouse.com/can-rundisney-wheelchair/

Mum 23, I will definitely check out the podcast. Thank you!

dccboyle · May 3, 2015

aaarcher86 said:
Either that, or it's allowing people to push themselves but not be pushed - similar to a stroller (which is excluded).

Very doubtful this is a civil rights issue :-/. I can appreciate the desire to do this, but let's not get carried away.

aaarcher86, get carried away? Not at all, I particapate in events by pushing my daughter all over Ohio! Including the qualifiers for the Boston and Chicago marathons. Have you not heard of the dad that carried his son in events all over the country, even as a grown adult son?

dccboyle · May 3, 2015

Mrsjvb said:
if your child cannot self propel she cannot participate. it is as simple as that. nothing civil rights-y about it at all.

Mrsjvb, thank you for the reply, but I must ask why? It happens!

dccboyle · May 3, 2015

lanejudy said:
to the DISboards and the disABILITIES Forum!

I'm a little unclear as to your objective. Does your daughter wish to participate in the event? Or is it that you wish to push her with you as the registered racer? I did find this on the runDisney website, under the Safety Reminder for the Princess Half-Marathon (bolding is mine):

Safety Reminder

For everyone's safety, baby joggers, strollers, baby carriers, baby backpacks, inline skates, motorized scooters, bicycles, skateboards, canes, crutches, walkers, walking sticks and animals of any kind are prohibited from the course. Violators will be removed from the course and transported to the finish line area.

We can offer human guides to assist registered participants with disabilities. Please contact rundisney@disneysports.com no later than 90 days in advance of the event.

If your daughter is desiring to register, and meets other eligibility requirements (age, push-rim wheelchair, etc.), then it sounds like runDisney may be able to provide someone to assist her depending on her needs. It could be the guide must be someone official from runDisney, maybe for liability purposes, rather than allowing you to be her guide. I expect the participant must be capable of self-propelling, and being pushed the entire distance is not acceptable as a "participant."

As frustrating as it may be for you, I can understand why you are not allowed to register as a participant yourself and push her. That is a safety issue for you, her and other runners participating in the event. I think it's wonderful that you wish to mark her special anniversary by participating in a special event! Maybe you can do the half-marathon and spend the rest of the weekend with your daughter at the parks.

Dear Moderator lanejudy, yes she is desiring to register and yes, I would have to push her as she cannot physically on her own. Unfortunately, the guide services are for hearing and visually impaired. A person visually impaired would need as much assistance as my daughter and so, I believe she should be able to receive that.

dccboyle · May 3, 2015

SueM in MN said:
This question has come up before and it is a safety issues for someone to be running and pushing a wheelchair.
Guests who can propel their own wheelchair can participate in the wheelchair category. I didn't see anything on the website information, but my recollection is that they still have to maintain the same 15 minute per mile pace of other runners.

The last time it came up, the suggestion was to enter the family fun run, which did allow strollers end wheelchairs bring pushed. As far as I can see, there doesn't seem to be a family fun run for the next race.

Its just disappointing Moderator SueM. When I am a trained runner and am able to do such all over Ohio.

OurBigTrip · May 3, 2015

dccboyle said:
Dear Moderator lanejudy, yes she is desiring to register and yes, I would have to push her as she cannot physically on her own. Unfortunately, the guide services are for hearing and visually impaired. A person visually impaired would need as much assistance as my daughter and so, I believe she should be able to receive that.

The difference is that your daughter isn't propelling herself. Not sure how she could register when the rules seem pretty clear that wheelchair entrants must propel themselves.

aaarcher86 · May 3, 2015

dccboyle said:
aaarcher86, get carried away? Not at all, I particapate in events by pushing my daughter all over Ohio! Including the qualifiers for the Boston and Chicago marathons. Have you not heard of the dad that carried his son in events all over the country, even as a grown adult son?

Yes. Immediately jumping to a civil rights issue is, IMO, getting a bit carried away.

Like I said, I understand your desire and think it's great. Every race makes their own rules and for whatever reason, pushing anything (not just wheelchairs) is prohibited. It's not a dig against your daughter or her condition.

Others have pointed out there may be other races you could do this in. You should look into those.

SMD · May 4, 2015

aaarcher86 said:
Yes. Immediately jumping to a civil rights issue is, IMO, getting a bit carried away.

Like I said, I understand your desire and think it's great. Every race makes their own rules and for whatever reason, pushing anything (not just wheelchairs) is prohibited. It's not a dig against your daughter or her condition.

Others have pointed out there may be other races you could do this in. You should look into those.

Also, runDisney choosing not to make an exception to their rules isn't a customer service problem. As long as they weren't disrespectful in declining the request, why complain about their service. They don't have to give in to every demand to provide good service.

Having a hard time with customer service at runDisney

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