Clarification on EPCOT Wheelchair locations?

[Jeanieblue114]

I've been to disney many times and had surgery last year that required me to start renting ECVs and using wheelchairs last year. Last week and then again yesterday, I went to EPCOT. I'm a Florida resident now so I have been going as much as possible.

I have had a few issues with the wheelchairs/ECVs with Disney and I'll be writing a letter to them shortly. But I had some specific questions that I figured the Disers would know better than any CM I call on the phone who has not needed to use these services.




HERE is the part i'm having major confusion with:

At the wheelchair drop off location in the Right side handicap parking lot at EPCOT there is a sign. I looked at the picture on the sign. It had a map from the right side handicap parking lot up to a wheelchair/ECV rental location in the park. It had it to the RIGHT just outside the park entrance and labeled it as Gift Shop.

I have only seen an ECV/Wheelchair location INSIDE the park entrance on the LEFT of Spaceship earth.
I have not noticed ANY other locations for ECV/Wheelchairs. When I looked at the EPCOT disability guide map it has a wheelchair rental sign located there as well at the front right.

Is there a second rental location at the front of epcot or place to get them for just the parking lot...but NOT IN the parking lot?

I found this very confusing and want to include it in my letter to Disney if it is in fact incorrect and that the only rental location is inside the park on the left. The actual location where I rented was not marked at ALL on the map in the parking lot, only a location on the opposite side that i've never seen.

 

[Cheshire Figment]

At the front of each of Epcot's two main parking lots (disabled parking areas) there is a wheelchair corral close to the monorail beam which has "loaner" wheelchairs. These may be used from that location into Epcot and over to the wheelchair/ECV/stroller rental.

One side has benches in a roofed-over area where a person can sit if there are no chairs available while a member of the party goes for a loaner chair.

When you return your rental wheelchair or ECV at the end of the day, you can borrow a loaner wheelchair to get back to your car (and return it to the corral in the lot).

To the best of my knowledge there is no such corral in the buses area.

 

[SueM in MN]

At the front of each of Epcot's two main parking lots (disabled parking areas) there is a wheelchair corral close to the monorail beam which has "loaner" wheelchairs. These may be used from that location into Epcot and over to the wheelchair/ECV/stroller rental.

One side has benches in a roofed-over area where a person can sit if there are no chairs available while a member of the party goes for a loaner chair.

When you return your rental wheelchair or ECV at the end of the day, you can borrow a loaner wheelchair to get back to your car (and return it to the corral in the lot).

To the best of my knowledge there is no such corral in the buses area.

We were just back from WDW last Friday (April 15, 2011) and I did not see any wheelchair corral in the bus area. I did see some ‘stray’ wheelchairs that people had left in that area, but no wheelchair corral.

HERE is the part i'm having major confusion with:

At the wheelchair drop off location in the Right side handicap parking lot at EPCOT there is a sign. I looked at the picture on the sign. It had a map from the right side handicap parking lot up to a wheelchair/ECV rental location in the park. It had it to the RIGHT just outside the park entrance and labeled it as Gift Shop.

I have only seen an ECV/Wheelchair location INSIDE the park entrance on the LEFT of Spaceship earth.
I have not noticed ANY other locations for ECV/Wheelchairs. When I looked at the EPCOT disability guide map it has a wheelchair rental sign located there as well at the front right.

I think I understand what you are asking and can explain.

As you face the entrance of Epcot, after going thru security, but before actually going thru the turnstiles into the park, there is a small gift kiosk. It’s sort of between the entrance and exit of the monorail, across from the Ticket Sales windows.
I think this is the gift shop that you noticed on the map. When we have come into Epcot during busy times, they have had several CMs stationed there with a line of wheelchairs that people could rent before going into the park. I’ve usually seen less than 5 wheelchairs lined up there and have sometimes also seen 1 or 2 ECVs. As far as I know, they only use that rental area when it is busy and/or mostly early morning.

There is another rental location at International Showcase, which has wheelchairs and limited numbers of ECVs.

 

[Jeanieblue114]

Sue that last part of what you said is what I was asking about. Thank you so much!

That secondary location. That is actually the only rental location listed on the map at the wheelchair corral on the right side parking lot (i did not go over to the left side corral to check).

The main ECV rental location was nowhere listed on the map at all.

I just can't believe how many things I've caught in the last 2 trips as far as information on accessible services goes. I really think that some of these park managers need to go to the parks for a few days using a wheelchair and and ECV. Live a day in those shoes and you will find where the information needs to be updated.

Being a lifelong disney fanatic, it really breaks my heart to see them dropping the ball on so many of these issues.

I couldn't even get a wheelchair yesterday morning from the parking lot to the rental location. I had to walk up there. I told a CM at the front gate and they just nodded at me (never offered to do anything about it or get me one). When I got to the rental shop I saw a fleet of wheelchairs sitting there and 3 CMs standing around chit chatting. I told them that someone needs to take some wheelchairs out there because I just had cancer surgery and had to walk myself in. They just mumbled to each other and never responded to me.
I rented my ECV and went to pick it up. I was given one with half a charge and they said it was the last one (it was the larger size ones) and that if I had a problem, they will bring me a regular one (that i didn't really fit into) but that's all they could do. There was no way for them to charge it. I would just have to walk from whereever I was inside Epcot. My ECV made it 5 hours before it started blinking and that was with us stopping for over an hour for dinner and my shutting it down every time I was stopped more than a few seconds. I have no idea why they don't have fully charged ECV's each day.
I also told that CM who gave me the ECV that there were no parking lot wheelchairs and I was told "well, that's the front gate's job and we're too busy". There were 7 CM's working there including the 3 who were just standing around talking. There were 2 families getting ECVs including me and one family getting a stroller. I hardly call that busy.

I also don't understand why both times i've had to rent there the last 2 weeks that when i turn in my ECV, no offer of a wheelchair to the parking lot is made. Last week I had to stand in line to get back my deposit then walk back...exhausted. Yesterday I learned to ASK BEFORE they took the ECV away from me and made me stand in line to get my deposit back. And I was shocked when I asked for the wheelchair that the CM said she had to SEE IF I COULD HAVE ONE TO USE! As if it was some shocking thing for me to request.
So, I guess you can (sometimes if available) have a wheelchair to get INTO the park, but you're on your own if you wanna try to leave.

I guess they also don't realize that the walk back to the handicap parking lot is also LONGER than the walk to the tram pick-up location....which is also a joke.

And in AK, the walk to the handicap parking lot is not only FARRRRRRR past where the tram riders get dropped off, it's up a huge hill. And the ECV rental location at AKL never gave me a wheelchair either last Sept. I had to keep stopping on the benches going up the hill (less than 3 months after having part of my kidney removed).

Sorry for the rant. But I just got back from a trip yesterday and had a trip last week. I really enjoy my time at Disney and have for many many years. I moved to Florida a few months ago, so I"m there now more than ever and these are such easily managed customer service issues that cause pretty devastating effects to guests and Disney is not aware of it in the slightest and the CMS working these rental locations have no sympathy for the needs of the guests they serve it seems.

A very big letter is in the very near future to Disney from me.

I hope that anyone here who has had similar experiences will notify Disney also of their disappointment in how they provide these services to guests.

 

[KPeveler]

I am sorry the wheelchair-renting CMs were not helpful. I have no idea why you would be given an ECV without a full charge.

As to the "loaner" wheelchairs to get to and from the parking lot, they are different than the park rentals. If I remember correctly, they are a different color and have a flag on the top, so people cannot put them in their cars. Disney provides these as a courtesy, and is not required to have them either in the parks to get out, or in the parking lots. I understand why they would need to check to see if you would be allowed to take a wheelchair designated for in-park-only usage into the parking lot.

If walking the distance from the parking lot is difficult, I suggest renting a wheelchair or scooter from off-site next time. Disney is not required to have those courtesy wheelchairs, and they are not guaranteed.

The CMs sound like they should have been more polite, though. Hope you had a great time anyway!

 

[POOHsie]

The main ECV rental location was nowhere listed on the map at all.
I see the main ECV rental location on the map, to the left and below Spaceship Earth. There is a monorail train in the picture driving thru it.

I couldn't even get a wheelchair yesterday morning from the parking lot to the rental location... no offer of a wheelchair to the parking lot is made...
There may or may not be courtesy wheelchairs available, depending on use by guests. There is no guarantee.

And in AK, the walk to the handicap parking lot is not only FARRRRRRR past where the tram riders get dropped off, it's up a huge hill.
It's a very gentle slope and I don't think it's that far. Now, at DHS, the Tower of Terror path and at Epcot, the path into The Land, THOSE are huge hills! Same with the monorail ramp at MK and TTC.

... these are such easily managed customer service issues that cause pretty devastating effects to guests and Disney is not aware of it in the slightest and the CMS working these rental locations have no sympathy for the needs of the guests they serve it seems.
Perhaps the CMs could have been more polite to you, but I disagree that they have no sympathy. You must be sure to make your needs known.

I think your biggest point is that you cannot be "normal" again without great pain, and other people don't seem to notice, and it's frustrating trying to keep up. I agree with that. The walking world doesn't much notice those who are left behind, and there is no one else who can feel your pain. Hey, that's life as a disabled person. I also can't walk anymore. I use my own ECV in the outside world, and a WC in my house. You must rely upon yourself and your loved ones for the assistance you need. If you bring your own WC you can leave it at the ECV rental until your return. Or you could rent your own ECV off-site. I don't like Disney's ECVs because they are huge and slow. I have only seen one size Disney ECV, though.

Disney is truly one of the best with regards to sensitivity for disabled people. That is why so many disabled choose Disney for their vacations. There aren't many other places you will go that are as aware of disabled needs and making provisions for them, however imperfect.

 

[Jeanieblue114]

@Poohsie
My reference to the rental location not being listed on the map at all was talking about the map that is in the wheelchair corral in the rightside parking lot in EPCOT, not the paper map.

I have rented from offsite locations previous with much better service and quality scooters. However, I live in Florida now and do regular day trips to Disney. I am not staying in a hotel anywhere for the scooter to be dropped off or picked up. So, I have been renting from Disney once I get to the parks.

Disney DOES have 2 different scooter sizes. They both have the same 'footprint' size. However, the more leg-room scooters have the handle bars sitting up higher. The regular Disney scooters have it pulled down relatively low and it is completely non-adjustable. I could not use the regular ones. I have never had any issue with the room on an off-site rental scooter however.

The path from AK to the handicap parking lot did not feel like a "gentle slope' to me after cancer surgery.

I did see one or two wheelchairs at EPCOT that people were using that had flags on them. However, none of the wheelchairs in the corrals had flags on my last 2 visits there. I saw no distinguishing marks on those vs. the rental wheelchairs. the only difference was that some chairs had a tag that had a weight limit and some slightly larger chairs did not have a weight limit tag.

I understand fully that Disney is not REQUIRED to provide these services by law. However, they are also not required by law to provide good service while dining or to be cordial while you shop or enjoy attractions. But, guests are not happy about it when they don't receive those things and often complain to Disney about it. Also, if Disney is going to claim to be a forerunner in customer service (and I have attended the Disney Institute Executive Training Program to hear the lectures on this topic), at NO TIME should cast members blow off guests who tell them there are no wheelchairs available. Having the front gate CM, 3 CMs at the wheelchair rental location, and a CM who gave me my ECV ALL blow off my request for a wheelchair and mention that there were none in the parking lot is unacceptable.
Even if I was asking for a glass of water at a restaurant at Disney, I do not want to hear the response "we're busy". And I am certain that Disney Park Managers do not either.

I also agree though that Disney is THE BEST with regards to those with all types of disabilities, mobility related, food allergies, or otherwise. However, they are slipping on the customer service aspects that surround those services and give them that reputation. It's easily fixed. It's our job to let them know so that it CAN be fixed because those CMs who were standing around ignoring things certainly aren't going to pass along word.

After 45+ trips, I have met many in Disney management and they always are concerned about where things are slipping because they have absolutely no real way of knowing other than guest feedback. Nearly every comment I've sent to Disney has been addressed by the next time I visit. It always is a pleasant surprise. (for example the wishes music used to be pumped in on the beach at the Poly while you watched the show and for 2 years it wasn't..it was all just hawaiian music. We mentioned it in a letter and the next trip the wishes soundtrack was back playing while we watched the fireworks.)

Disney has a special place in my heart and I'm heartbroken when I see that they aren't doing their best where they could easily improve. The wheelchair/ECV situation is one of those issues.

 

[livndisney]

I did see one or two wheelchairs at EPCOT that people were using that had flags on them. However, none of the wheelchairs in the corrals had flags on my last 2 visits there. I saw no distinguishing marks on those vs. the rental wheelchairs. the only difference was that some chairs had a tag that had a weight limit and some slightly larger chairs did not have a weight limit tag.

I understand fully that Disney is not REQUIRED to provide these services by law. However, they are also not required by law to provide good service while dining or to be cordial while you shop or enjoy attractions. But, guests are not happy about it when they don't receive those things and often complain to Disney about it. Also, if Disney is going to claim to be a forerunner in customer service (and I have attended the Disney Institute Executive Training Program to hear the lectures on this topic), at NO TIME should cast members blow off guests who tell them there are no wheelchairs available. Having the front gate CM, 3 CMs at the wheelchair rental location, and a CM who gave me my ECV ALL blow off my request for a wheelchair and mention that there were none in the parking lot is unacceptable.
Even if I was asking for a glass of water at a restaurant at Disney, I do not want to hear the response "we're busy". And I am certain that Disney Park Managers do not either.

I also agree though that Disney is THE BEST with regards to those with all types of disabilities, mobility related, food allergies, or otherwise. However, they are slipping on the customer service aspects that surround those services and give them that reputation. It's easily fixed. It's our job to let them know so that it CAN be fixed because those CMs who were standing around ignoring things certainly aren't going to pass along word.

After 45+ trips, I have met many in Disney management and they always are concerned about where things are slipping because they have absolutely no real way of knowing other than guest feedback. Nearly every comment I've sent to Disney has been addressed by the next time I visit. It always is a pleasant surprise. (for example the wishes music used to be pumped in on the beach at the Poly while you watched the show and for 2 years it wasn't..it was all just hawaiian music. We mentioned it in a letter and the next trip the wishes soundtrack was back playing while we watched the fireworks.)

Disney has a special place in my heart and I'm heartbroken when I see that they aren't doing their best where they could easily improve. The wheelchair/ECV situation is one of those issues.

Respectfully, I disagree. If there are no wheelchairs in the corral in the parking lots, there is not really anything a CM inside the park can do. Making a glass of water appear at a table service is not the same as making a wheelchair appear out of thin air.

 

[Jeanieblue114]

they can just go get some and bring them out. It just seemed like everyone was using them and taking them inside the park but nobody was doing the job of returning some back out to the parking lot for arriving guests.

If a grocery store can do it with shopping carts, Disney can do it with wheelchairs.

But we can agree to disagree on what to expect from Disney customer service. I will be sending a letter to Disney though about this as well as getting a half charged scooter and a few other issues.

 

[livndisney]

they can just go get some and bring them out. It just seemed like everyone was using them and taking them inside the park but nobody was doing the job of returning some back out to the parking lot for arriving guests.

If a grocery store can do it with shopping carts, Disney can do it with wheelchairs.

But we can agree to disagree on what to expect from Disney customer service. I will be sending a letter to Disney though about this as well as getting a half charged scooter and a few other issues.

If they are all in use, they cannot just go get more. It is not a matter of Disney guest service. If they are all in use, they are all in use. There is a limited amount (as with most things). The chairs used in the corrals are not the same chairs available for rent. If the courtesy chairs are being used, there is little a CM can do until a chair becomes available.

 

[HappyDznyCamper]

they can just go get some and bring them out. It just seemed like everyone was using them and taking them inside the park but nobody was doing the job of returning some back out to the parking lot for arriving guests.

If a grocery store can do it with shopping carts, Disney can do it with wheelchairs.But we can agree to disagree on what to expect from Disney customer service. I will be sending a letter to Disney though about this as well as getting a half charged scooter and a few other issues.

Or Disney can decide that since they don't have to provide them and keeping up with them and the complaints when they are not available is too expensive to just not provide COURTESY chairs anymore. Becareful what you wish for.....Disney is always looking to save a few dollars just like anyother business.

 

[KPeveler]

they can just go get some and bring them out.

Actually, they can't. The CMs at the wheelchair rental counter are NOT the CMs who work the parking lot. They are not allowed to leave their area. The most they could have done was find a lead with a radio and have them radio to the people out front/inside. They cannot leave their assigned area and go on stage in another area. That is the kind of thing they get fired for.

So, no, those three could not simply go get a chair outside the park for you, nor could the parking lot CMs go inside the park. They may have been able to coordinate through others, but they will not leave their assigned area. WDW is very strict about this.

 

[POOHsie]

If they are all in use, they cannot just go get more. It is not a matter of Disney guest service. If they are all in use, they are all in use. There is a limited amount (as with most things). The chairs used in the corrals are not the same chairs available for rent. If the courtesy chairs are being used, there is little a CM can do until a chair becomes available.

We were leaving Epcot at closing one evening, and a very drunk visitor was being wheeled out the gates in an Epcot wheelchair. We followed this party onto the Epcot Monorail 'til the TTC. Who knows where the wheelchair actually ended up at the end of the night.

Any courtesy wheelchair or park rental could end up being anywhere at WDW, or anywhere in the park's parking lot, and not necessarily in the wheelchair corral. Theme park lots are ?how many? times bigger than a grocery store lot, so gathering them back is a big challenge, not easy-peasy.

livndisney, your post above reminded me of something my DD said to me at home once. She wanted to buy something, and I told her I didn't have the money. So she said, "Well, just go to the ATM machine and get some more!" As if it was as simple as that. But I understood my DD for having such an approach to solving seemingly simple problems, because she was only 8 at the time.

 

[Piper]

We were leaving Epcot at closing one evening, and a very drunk visitor was being wheeled out the gates in an Epcot wheelchair. We followed this party onto the Epcot Monorail 'til the TTC. Who knows where the wheelchair actually ended up at the end of the night.

Any courtesy wheelchair or park rental could end up being anywhere at WDW, or anywhere in the park's parking lot, and not necessarily in the wheelchair corral. Theme park lots are ?how many? times bigger than a grocery store lot, so gathering them back is a big challenge, not easy-peasy.

livndisney, your post above reminded me of something my DD said to me at home once. She wanted to buy something, and I told her I didn't have the money. So she said, "Well, just go to the ATM machine and get some more!" As if it was as simple as that. But I understood my DD for having such an approach to solving seemingly simple problems, because she was only 8 at the time.

I was setting up a bank in my dramatic play center and talking to the kids about making a deposit and then having the money available when writing a check (second grade.) I asked, "Can we just go up to the teller and say 'I need money. Give me some!'" One of my students replied, "Oh no, you can't do that. That's what my cousin did and now he's in prison!" Lesson definitely reinforced!

 

[POOHsie]

I was setting up a bank in my dramatic play center and talking to the kids about making a deposit and then having the money available when writing a check (second grade.) I asked, "Can we just go up to the teller and say 'I need money. Give me some!'" One of my students replied, "Oh no, you can't do that. That's what my cousin did and now he's in prison!" Lesson definitely reinforced!

That's cute!

 

[Inkmahm]

There is another rental location at International Showcase, which has wheelchairs and limited numbers of ECVs.

Where is this place? We are staying at Boardwalk in October for F&W Festival. I have always walked in to Epcot from BW before this trip but I will likely need an ECV this time. We've been trying to figure out how to get one at the International Gateway rather than having to walk all the way through the park to the front of Epcot to rent one.

 

[Madonna3]

Buena Vista scooters is located at Disneys Boardwalk at the bike rental counter. No need to walk to International Gateway. Just rent it right there at the Boardwalk.

 

[Inkmahm]

Buena Vista scooters is located at Disneys Boardwalk at the bike rental counter. No need to walk to International Gateway. Just rent it right there at the Boardwalk.

Is this a daily rental same as inside of Epcot or Hollywood studios? If it's on the Boardwalk, I'm guessing it must be Disney owned.

 

[SueM in MN]

Is this a daily rental same as inside of Epcot or Hollywood studios? If it's on the Boardwalk, I'm guessing it must be Disney owned.

No, it’s not the same as inside the parks.
Buena Vista Scooters is not Disney owned, but has been allowed by Disney to rent ECVs on the Boardwalk. The company is listed in post #2 of the disABILITIES FAQs thread.
We have not had a recent report of people renting from the Boardwalk location, so I can’t tell you for sure if they rent there daily or weekly, but in the past it was both.

 

[SueM in MN]

Where is this place? We are staying at Boardwalk in October for F&W Festival. I have always walked in to Epcot from BW before this trip but I will likely need an ECV this time. We've been trying to figure out how to get one at the International Gateway rather than having to walk all the way through the park to the front of Epcot to rent one.

Not sure exactly how to explain it, but you can get more information from Concierge at your resort, the CMs at the ticket windows or at the turnstiles at the International Gateway.
If you take the boat over, the boat CMs can probably also point you in the right direction.

As you come to the gateway area from the Boardwalk area resorts, the water and boat landing will be on your right. On your left, there is a building that houses restrooms and inside the park, has a shop. The rental area is in that area. I believe it is after the point of coming into the park thru Security bag check and the turnstiles, but am not absolutely positive (I’m about 99.9% sure though, since ECVs and wheelchairs are not allowed out of the park where they are rented).

If you want to rent for the entire time you are at WDW, post 2 of the disABILITIES FAQs thread has links to some off-site companies recommended by DIS posters. All will deliver to your resort and pick the ECV up again when you are done.