Autism Accomodations in Disneyland?

[KatieCharlotte]

Just a heads up to those needing a DAS for issues other than autism: CMs seem to be increasingly resistant to discussing this. Friends have told me that it is exhausting and borderline humiliating trying to explain why they need a DAS and how it would help. The basic answer is that DAS is really only for autism and anyone else should just rent a wheelchair or an ECV (even if said issue has nothing to do with mobility). I tried this out today at Chamber of Commerce and am sorry to say that my friends' experiences are true. The CM asked way more than 2 questions, put me through the ringer, almost had me in tears, and had DH not come to my rescue, I'm not sure what would have happened. I do not have a mobility problem and kept repeating that, but the CM kept telling me that she wouldn't give me a DAS ("I can't control your environment" -- what? I'm not asking you to do that and never said anything to that effect) and that I should get a wheelchair. So while Disney is very accomodating to children on the spectrum, they aren't training their CMs well in dealing with other (invisible) disabilities.

I'm sorry that you and your friends' had that experience. It sounds like a training problem and CMs who are looking at everything in a very black and white way -- DAS is for autism and wheelchairs are for other disabilities. There are a whole lot of conditions not addressed by that, which could affect the ability to wait in line. Part of the problem is the lack of general awareness of these other disabilities. Everyone understands autism now days. We need an awareness campaign that effective for other conditions/disabilities. And clearly the pendulum had to swing from the days of GAC abuse. But CMs working in City Hall and the Chamber of Commerce should be better trained to consider the effect of the disabilities on the ability to wait in a queue and not simply look for the word "autism."

 

[theluckyrabbit]

I'm sorry that you and your friends' had that experience. It sounds like a training problem and CMs who are looking at everything in a very black and white way -- DAS is for autism and wheelchairs are for other disabilities. There are a whole lot of conditions not addressed by that, which could affect the ability to wait in line. Part of the problem is the lack of general awareness of these other disabilities. Everyone understands autism now days. We need an awareness campaign that effective for other conditions/disabilities. And clearly the pendulum had to swing from the days of GAC abuse. But CMs working in City Hall and the Chamber of Commerce should be better trained to consider the effect of the disabilities on the ability to wait in a queue and not simply look for the word "autism."

Well said. I agree and think Disney does need to do a better job with this. The CMs' attitude seems to boil down to "disability=autism, any other disability=scam," which isn't helpful to guests or CMs.

 

[wilkeliza]

I'm sorry that you and your friends' had that experience. It sounds like a training problem and CMs who are looking at everything in a very black and white way -- DAS is for autism and wheelchairs are for other disabilities. There are a whole lot of conditions not addressed by that, which could affect the ability to wait in line. Part of the problem is the lack of general awareness of these other disabilities. Everyone understands autism now days. We need an awareness campaign that effective for other conditions/disabilities. And clearly the pendulum had to swing from the days of GAC abuse. But CMs working in City Hall and the Chamber of Commerce should be better trained to consider the effect of the disabilities on the ability to wait in a queue and not simply look for the word "autism."

Just know that they are trained pretty well. They are not looking for the word autism. They are looking for you to verbalize why you need accommodation to wait outside the line in the way that DAS allows.

 

[Skyegirl1999]

Just a heads up to those needing a DAS for issues other than autism: CMs seem to be increasingly resistant to discussing this. Friends have told me that it is exhausting and borderline humiliating trying to explain why they need a DAS and how it would help. The basic answer is that DAS is really only for autism and anyone else should just rent a wheelchair or an ECV (even if said issue has nothing to do with mobility). I tried this out today at Chamber of Commerce and am sorry to say that my friends' experiences are true. The CM asked way more than 2 questions, put me through the ringer, almost had me in tears, and had DH not come to my rescue, I'm not sure what would have happened. I do not have a mobility problem and kept repeating that, but the CM kept telling me that she wouldn't give me a DAS ("I can't control your environment" -- what? I'm not asking you to do that and never said anything to that effect) and that I should get a wheelchair. So while Disney is very accomodating to children on the spectrum, they aren't training their CMs well in dealing with other (invisible) disabilities. She made it quite clear that she was not happy giving me a DAS (terse tone, pursed lips, loud sighs, etc.).
I was not given a piece of paper to sign and keep, but signed an electronic tablet. The CM gave me 2 maps with the green umbrella locations circled.

I'm sorry you had that experience! I hope you're emailing Guest Services to share what happened. They can't fix it if they don't know!

 

[theluckyrabbit]

Just know that they are trained pretty well. They are not looking for the word autism. They are looking for you to verbalize why you need accommodation to wait outside the line in the way that DAS allows.

Well, the CM who spoke with me today was not well trained. I did verbalize what I needed and how it would help. I made it clear that I did not expect to skip lines or to shorten waits, i.e. I was fully prepared to wait my turn as needed. But she actually told me that the DAS is mainly for autism and that I should rent a wheelchair (even though she knew that I didn't need one). She was patronizing and pretty dismissive. I definitely got the impression that her training had not communicated to her that there are many different kinds of disabilities besides autism.

...I hope you're emailing Guest Services to share what happened. They can't fix it if they don't know!

They will be receiving an email today. I don't blame the CM if her poor performance is truly a result of inadequate training. Hopefully other guests will also send in comments when things like this happen so that Disney can help their CMs do a better job.

 

[wilkeliza]

Well, the CM who spoke with me today was not well trained. I did verbalize what I needed and how it would help. I made it clear that I did not expect to skip lines or to shorten waits, i.e. that I was fully prepared to wait my turn as needed. But she actually told me that the DAS is for mainly for autism and that I should rent a wheelchair (even though she knew that I didn't need one). She was patronizing and pretty dismissive. I definitely got the impression that her training had not communicated to her that there are many different kinds of disabilities besides autism.



They will be receiving an email today. I don't blame the CM if her poor performance is truly a result of inadequate training. Hopefully other guests will also send in comments when things like this happen so that Disney can help their CMs do a better job.

Then she either didn't pay attention in training or has some sort of personal issue with other disabilities. There will definitely be bad apples in every bunch I was just letting you know that isn't how it is suppose to be.

 

[DLgal]

Well, the CM who spoke with me today was not well trained. I did verbalize what I needed and how it would help. I made it clear that I did not expect to skip lines or to shorten waits, i.e. that I was fully prepared to wait my turn as needed. But she actually told me that the DAS is mainly for autism and that I should rent a wheelchair (even though she knew that I didn't need one). She was patronizing and pretty dismissive. I definitely got the impression that her training had not communicated to her that there are many different kinds of disabilities besides autism.



They will be receiving an email today. I don't blame the CM if her poor performance is truly a result of inadequate training. Hopefully other guests will also send in comments when things like this happen so that Disney can help their CMs do a better job.

You should have asked for a supervisor. There is no reason for how that CM treated you.

 

[theluckyrabbit]

I just sent in a CM comment/complaint, so here's hoping that it will lead to more training for her so that she can better understand how to do her job.

Then she either didn't pay attention in training or has some sort of personal issue with other disabilities. There will definitely be bad apples in every bunch I was just letting you know that isn't how it is suppose to be.

Oh, I certainly hope that she was the odd one out and that the other CMs are nothing like her. But, sadly, friends have told me about similarly negative experiences over at City Hall, too. The phrase, "Well, DAS is really only for autism" is getting used more often these days. If anyone gets back to me about my comment, I think I will request that a copy of it be forwarded to Mary Niven so that she can know what's going on.

 

[KatieCharlotte]

I have to wonder if there wasn't some sort of recent training that said something like, "Remember, the DAS is just for conditions like autism that affect the ability to wait in line and can't be addressed with a wheelchair or ECV." It may have been interpreted by some CMs differently based on their personalities and life experiences. It will be helpful for customer service to hear reports from guests.

 

[RobertaMomof2]

They may be cracking down as well on people who are getting DAS and are trying to weed out (although not in your case obviously) people trying to take advantage. I really hope this is the case, although I know there are people who truly need it. They need to figure out a better way than just taking peoples words for it.

I say this because I overheard two people talking at my sons gymnastics class last year. Two moms, the first mom was talking to the other about going to Disneyland and the second mom said she didn't like the long lines. The first mom said "We go all the time, I just get the DAS pass for us. I am not proud of it, but I don't like standing in lines and wasting my time and waiting forever either and they cant ask for proof so I have my reasons ready to go!" The other mom's eyes widened and she smiled, OK tell me what to say. They saw me give them the stink eye, and so they whispered the rest of the time. I assume she told her what to say to get someone in her family the pass too. Really annoying and disheartening. I never thought this could be, I mean who would say that, but it makes sense. I just hope she/they are the minority.

 

[ChloroformSdxn]

^^^That makes me ridiculously angry. My son is autistic, and he works really hard at standing in lines. We have been working on waiting in shorter lines, etc, with the hope of not needing the DAS in the future.It's because of people like that they keep tightening it up.

 

[Nevada Jen]

There is a sticky on the disabilities forum here about DAs at Disneyland. Read that. Its accurate. Some of the stuff on this thread is confusing or wrong. Also search Disneyland on that forum.

I agree that the seems to be some recent training that has confused castmembers about what DAS is for. They never gene them out like candy. Expect at least a 5 minute conversation about his needs.

 

[bcla]

^^^That makes me ridiculously angry. My son is autistic, and he works really hard at standing in lines. We have been working on waiting in shorter lines, etc, with the hope of not needing the DAS in the future.It's because of people like that they keep tightening it up.

In the grand scheme of things, it's not necessarily something that will affect anyone else's wait times by design using the "virtual queue". That was the main concern with the old GAC abuses. However, abuse of the system still rubs me the wrong way.

And for the other discussion that the DAS was only meant for autism, that's just baloney. It's supposed to be for anyone with issues standing in line. It could be someone with a cane or perhaps a less apparent condition such as a circulatory problem.

They can theoretically provide exceptions for those who may need to limit time. It's still asking for abuse if they hand out virtual front of the line passes too easily.

https://wdpromedia.disney.go.com/me.../dlr-disability-access-service_2017-07-17.pdf
In unique situations, our Guest Relations staff will discuss special accommodations for persons who are concerned DAS doesn’t meet their needs (e.g., those whose disability limits the duration of their visit to the park or limits their choice of attractions).
​

Right now I guess hiring a VIP guide is one way to get front of the line access, but that's pricey.

 

[wilkeliza]

In the grand scheme of things, it's not necessarily something that will affect anyone else's wait times by design using the "virtual queue". That was the main concern with the old GAC abuses. However, abuse of the system still rubs me the wrong way.

And for the other discussion that the DAS was only meant for autism, that's just baloney. It's supposed to be for anyone with issues standing in line. It could be someone with a cane or perhaps a less apparent condition such as a circulatory problem.

They can theoretically provide exceptions for those who may need to limit time. It's still asking for abuse if they hand out virtual front of the line passes too easily.

https://wdpromedia.disney.go.com/me.../dlr-disability-access-service_2017-07-17.pdf
In unique situations, our Guest Relations staff will discuss special accommodations for persons who are concerned DAS doesn’t meet their needs (e.g., those whose disability limits the duration of their visit to the park or limits their choice of attractions).
​

Right now I guess hiring a VIP guide is one way to get front of the line access, but that's pricey.

A cane doesn't really dictate a DAS per Disney's policy. They would suggest an ECV or wheelchair or other mobility aid and say that nothing says you have to use those 100% of the time. Thus a situation where someone may say a DAS is the right accommodation for them but in fact the mobility device is the proper accommodation as per policy.

 

[bcla]

A cane doesn't really dictate a DAS per Disney's policy. They would suggest an ECV or wheelchair or other mobility aid and say that nothing says you have to use those 100% of the time. Thus a situation where someone may say a DAS is the right accommodation for them but in fact the mobility device is the proper accommodation as per policy.

I've read the policy, and it seems to say that a wheelchair or scooter guest may either just wait in line while sitting, or get a return pass where the lines can't accommodate the equipment. Some simply don't need a wheelchair, so I don't get why forcing one on a guest needs to be done for accommodating that guest's needs when the DAS policy seems to allow it to be used for mobility issues that don't require a wheelchair.

 

[wilkeliza]

I've read the policy, and it seems to say that a wheelchair or scooter guest may either just wait in line while sitting, or get a return pass where the lines can't accommodate the equipment. Some simply don't need a wheelchair, so I don't get why forcing one on a guest needs to be done for accommodating that guest's needs when the DAS policy seems to allow it to be used for mobility issues that don't require a wheelchair.

So can you write out why someone would need a DAS with a cane? If it would be because they need somewhere to rest during longer waits then a wheelchair, ecv, or rollator is the accommodation (only wheelchair/ecv can be rented on property).

The DAS is not for any mobility based disabilities because it does not guarantee you a place to rest or being able to limit movement. At Disneyland the DAS actually makes you walk more because you have to go to a kiosk in the land to get returns not just the ride.

 

[bcla]

So can you write out why someone would need a DAS with a cane? If it would be because they need somewhere to rest during longer waits then a wheelchair, ecv, or rollator is the accommodation (only wheelchair/ecv can be rented on property).

The DAS is not for any mobility based disabilities because it does not guarantee you a place to rest or being able to limit movement. At Disneyland the DAS actually makes you walk more because you have to go to a kiosk in the land to get returns not just the ride.

Where do they indicate that it's not for physical disabilities? I know some people who simply can't stand or sit in place for a long time. Or someone who might be able to sit down but not stand for long periods. These are people who simply don't need a wheelchair to get around, but might need to sit or move if it's for more than a few minutes. That seems almost perfect for the DAS scheme.

And don't they allow a runner to get the passes via DAS?

 

[wilkeliza]

Where do they indicate that it's not for physical disabilities? I know some people who simply can't stand or sit in place for a long time. Or someone who might be able to sit down but not stand for long periods. These are people who simply don't need a wheelchair to get around, but might need to sit or move if it's for more than a few minutes. That seems almost perfect for the DAS scheme.

And don't they allow a runner to get the passes via DAS?

It is in cast training. The public will always be told they can discuss it with guest relations but again anything mobility based is not suppose to qualify for DAS since again it doesn't guarentee you somewhere to sit or rest. No matter how little you may need the place to sit the only way to guarentee a place to rest is bring a rollator or a rent or bring a wheelchair/ecv.

 

[StormyCA]

Just a heads up to those needing a DAS for issues other than autism: CMs seem to be increasingly resistant to discussing this. Friends have told me that it is exhausting and borderline humiliating trying to explain why they need a DAS and how it would help. The basic answer is that DAS is really only for autism and anyone else should just rent a wheelchair or an ECV (even if said issue has nothing to do with mobility). I tried this out today at Chamber of Commerce and am sorry to say that my friends' experiences are true. The CM asked way more than 2 questions, put me through the ringer, almost had me in tears, and had DH not come to my rescue, I'm not sure what would have happened. I do not have a mobility problem and kept repeating that, but the CM kept telling me that she wouldn't give me a DAS ("I can't control your environment" -- what? I'm not asking you to do that and never said anything to that effect) and that I should get a wheelchair. So while Disney is very accomodating to children on the spectrum, they aren't training their CMs well in dealing with other (invisible) disabilities. She made it quite clear that she was not happy giving me a DAS (terse tone, pursed lips, loud sighs, etc.).
I was not given a piece of paper to sign and keep, but signed an electronic tablet. The CM gave me 2 maps with the green umbrella locations circled.

Wow! I'm really sorry you were put through the wringer like that! I'm glad you emailed guest relations. I guess some CMs need to be reminded that even adults have hidden disabilities! And that rude and accusatory questioning can send someone with an anxiety disorder or PTSD into quite a tailspin!!! (Not saying that's your situation, but my DS2 would have had a severe panic attack at being treated the way you were!)

 

[theluckyrabbit]

Update: I received a very gracious call today from a CM in Guest Relations. She was very apologetic and kept repeating how disappointed she was in reading about my experience. She said she had forwarded my email to the supervisor team at Chamber of Commerce and shared it with the team at Guest Services as well. Chamber of Commerce said that the supervisor team there would deal with the CM in question and would work to improve communication on this issue. She said that Disney doesn't want any guest, disabled or not, to be treated the way I was and she gave me her direct phone number should I wish to discuss this further. She was very kind and emphasized that Disney was taking the matter seriously.