DAS for those with Cognitive disabilities only?

[cmwade77]

I went to Disneyland today and went to renew my DAS and they tried to tell me it was now for those with cognitive disabilities only.

It took quite a bit of time explaining to a lead why I needed the return times and they did ask questions that aren't necessary in my opinion.

They even at point said that I should wait outside the line while the rest of my party waits in line and cast members would bring me in at a merge point. As I explained to them, it was me and my wife, who also has issues that prevent her from standing in the full line and since we would be unable to experience virtually any of the attractions without a DAS card, they would need to refund our annual passes, which we had just renewed if they would be unable to issue a DAS and that I would be in contact with corporate if that would be the case. I also pointed out that they tried this system before when the GAC was first introduced and it didn't work then and the symptoms have become worse, so why would it work now?

They also insisted that there are easy escape routes from all queues and unless they have completely remodeled every single queue, as I pointed out this is not the case and pointed out examples of queues that have been an issue. They then asked the dumbest question in the world.....what do you do when you find a line in everyday life and I gave them the simple answer.....I don't, because I would never tolerate a 45 minute line at say a grocery store and honestly.i do most of my shopping online.

There are several times that they violated ADA during the conversation, including asking what the diagnosis was and not what assistance I needed.

I was definitely getting frustrsted, but I remained patient, and kinds about it, as I said I did tell them that I would need a refund if they couldn't provide for reasonable accomodations and since the return times have worked in the past, that is a reasonable accommodation, as I am still waiting my fair turn and it accomplishes what works for me and I would call corporate, but I never threatened, like i heard others doing while I was there. I never mentioned that they violated ADA law, they knew that as well as I did and I think the supervisor as they callled her understood that I was aware of the fact, but not bringing it up to try to avoid making a scene.

There are plenty of other disabilities besides cognitive ones that are not mobility related that need assistance in the form of return times and I can honestly say that Disney needs to train their cast members in guest relations better than that.

I am not trying to start any debate about what should and should not qualify for a DAS, I kmow from my own experience that without a DAS, I could not do the parks.

I am simply reporting my experience so that others may be prepared and know that they will need to be able to clearly state what assistance they need, may be asked for the case of why the assistance is needed and the need to be prepared for insisting on assistance, but not by being rude.

 

[kaytieeldr]

Wow. I would still contact Corporate, just to describe your experience.

 

[gap2368]

wow I am sorry that happened to you. I some times have problems describing why I need a DAS card ( since there is like 3 different thing I have and each on there own would qualify for one) lucky for me one of the resin why I need a DAS card is for a cognitive disability. there are times when I can do a little bit better in lines and times I do worst I was standing in line at a store just yesterday for about 10 minutes and was starting to have problems luckily I had a shopping cart with me and was able to use that to help me, I am going to disney this monday and I am scared even with the DAS card as it will be crowed there. I am glade you were able to get things worked out I am not sure I could have stood up like that to get a DAS card if I was told no.

 

[SueM in MN]

Sorry to hear about your experience.
It did not change at WDW or DL as far as how eligibility for DAS is determined.
As was mentioned, guests need to be able to explain why waiting in the traditional line will not work for them due to their disability (not diagnosis).

Just for reference, here's a link to the current Disneyland website page about DAS.
https://wdpromedia.disney.go.com/me.../dlr-disability-access-service_2014-12-09.pdf

 

[cmwade77]

Yeah Sue, I agree with you, needless to say I was frustrated, especially when they did ask for a diagnosis, which we all know they are not supposed to do.

As I said, I finally got it taken care of, but I kmow there are those that wouldn't be able to.

 

[cmwade77]

The more that I think about this, the more upset I get.

Not as much that it took so much to get the DAS, but rather the fact that they asked for a diagnosis and not what I needed assistance with.

I mean she specifically asked what's your disability? I then explained my needs and she said, no I asked what the disability is, not what assistance you needed.

Am I overreacting on this or is this something that I should be upset about? I mean I'll eventually let it go, but right now I'm just frustrated by it.

 

[TheRustyScupper]

Am I overreacting on this. . . They even at point said that I should wait outside the line while the rest of my party waits in line and cast members would bring me in at a merge point.

1) In my personal opinion, Yes.
2) It did sound like they were trying to accommodate you.
3) But, since the accommodation was not what you wanted to hear, you asked for a refund.
4) As far as the CM asking about your disability., I am sure she meant the effects of such, and not the diagnosis.

NOTE:
Just my opinion.
I do not issue DAS's, but we get lots of questions about them at the concierge desk.

 

[gap2368]

The more that I think about this, the more upset I get.

Not as much that it took so much to get the DAS, but rather the fact that they asked for a diagnosis and not what I needed assistance with.

I mean she specifically asked what's your disability? I then explained my needs and she said, no I asked what the disability is, not what assistance you needed.

Am I overreacting on this or is this something that I should be upset about? I mean I'll eventually let it go, but right now I'm just frustrated by it.

wow I do not think they were allowed to ask about DX at all I do say what one of my disability is as it is easer for me and normally ( all but the first time) that is all I have to say and they have cut me off and said ok let me get the thing for the das card for you before I can even finish with why I need a DAS card. I am hoping I do not have problems getting a DAS card this time as I normally have problems latter in the day any ways. did you talk to the lead or supervisor since she kept on asking for your DX. and I know that they should not ask for it but is it a DX that normally would not get a DAS card and that is why you did not want to say what it is.

 

[mrsksomeday]

You are not overreacting at all. Please write an email to Disney about this. I thought they were not allowed to ask about the diagnosis, just the accommodations you might need. Please write to them so that hopefully you and others don't have to deal with this issue again. It saddens me that they are not training their cast members correctly.

 

[design_mom]

The more that I think about this, the more upset I get.

Not as much that it took so much to get the DAS, but rather the fact that they asked for a diagnosis and not what I needed assistance with.

I mean she specifically asked what's your disability? I then explained my needs and she said, no I asked what the disability is, not what assistance you needed.

Am I overreacting on this or is this something that I should be upset about? I mean I'll eventually let it go, but right now I'm just frustrated by it.

I don't mean to be argumentative, but aren't "what's your diagnosis?" and "what's your disability?" different questions? It seems that "what is your disability" (so they can determine a reasonable accommodation) would be acceptable question. If you told her your needs/asked for specific assistance (need to wait outside line/return times), I think they can ask whether you have trouble physically walking through the line, vs. difficulty being in a confined space, or being unable to see in low-light queues, or some other disability for which a different accommodation might be offered instead.

Of course, I wasn't there, but it sounds like she asked you what your disability was (the issues that make you unable to access the park), not your diagnosis (medical condition that caused the issues).

 

[SueM in MN]

The more that I think about this, the more upset I get.

Not as much that it took so much to get the DAS, but rather the fact that they asked for a diagnosis and not what I needed assistance with.

I mean she specifically asked what's your disability? I then explained my needs and she said, no I asked what the disability is, not what assistance you needed.

Am I overreacting on this or is this something that I should be upset about? I mean I'll eventually let it go, but right now I'm just frustrated by it.

I don't mean to be argumentative, but aren't "what's your diagnosis?" and "what's your disability?" different questions? It seems that "what is your disability" (so they can determine a reasonable accommodation) would be acceptable question. If you told her your needs/asked for specific assistance (need to wait outside line/return times), I think they can ask whether you have trouble physically walking through the line, vs. difficulty being in a confined space, or being unable to see in low-light queues, or some other disability for which a different accommodation might be offered instead.

Of course, I wasn't there, but it sounds like she asked you what your disability was (the issues that make you unable to access the park), not your diagnosis (medical condition that caused the issues).

Yes, this is true.
Those are 2 different things and 2 different questions.
Asking what your diagnosis is would not be an acceptable question.

Asking what is your disability or what is the nature of your disability are acceptable questions.

The actual diagnosis is no one's business and is actually not important. Two people may have the same medical diagnosis, but one may have a disability related to it and the other may not.

 

[cmwade77]

My previous post was a bit unclear.

I don't think that is the case, because I tried every way around telling her what the diagnosis was and she was quite clear, she wanted to know the root cause and the only way to tell her that was to giver her the diagnosis. And she finally said thank you, that is what I was asking for when I told her.

I told her what the symptoms were as well as what would happen if I were in the regular queue as a result of the symptoms when I first asked for the DAS, she wanted to know WHY I had these symptoms.

Admittedly, She didn't flat out say diagnosis, but what else could she have wanted me to say at that point? I mean how can you tell her what is causing the symptoms without telling her the diagnosis?

What business is it of hers what the cause of the symptoms are? As you say, that should be unimportant.

I certainly understand asking what the symptoms are, that is different, as there may be otger accomodations that I don't know about that might work, I get that much. But what does it matter why I have these symptoms?

Again, I may be making a big deal of nothing or I may very well not be explaining myself clearly and if that is the case, I may not have been explaining myself clearly when asking for the DAS, but really it seemed way too invasive to be asking for the cause of the symptoms.

 

[cmwade77]

1) In my personal opinion, Yes.
2) It did sound like they were trying to accommodate you.
3) But, since the accommodation was not what you wanted to hear, you asked for a refund.
4) As far as the CM asking about your disability., I am sure she meant the effects of such, and not the diagnosis.

NOTE:
Just my opinion.
I do not issue DAS's, but we get lots of questions about them at the concierge desk.

The problem is their solutions without a DAS don't work., based on actual experience and what my needs are. As a result, I don't think asking for a refund when I would be unable to experience the parks without the DAS is out of line.

Them asking for the cause of my symptoms is out of line in my opinion.

 

[cmwade77]

Yes, this is true.
Those are 2 different things and 2 different questions.
Asking what your diagnosis is would not be an acceptable question.

Asking what is your disability or what is the nature of your disability are acceptable questions.

The actual diagnosis is no one's business and is actually not important. Two people may have the same medical diagnosis, but one may have a disability related to it and the other may not.

Yes and I appologize, I was writing that previous post from my phone, I wrote a more detailed response explaining better what happened.

 

[cmwade77]

I don't mean to be argumentative, but aren't "what's your diagnosis?" and "what's your disability?" different questions? It seems that "what is your disability" (so they can determine a reasonable accommodation) would be acceptable question. If you told her your needs/asked for specific assistance (need to wait outside line/return times), I think they can ask whether you have trouble physically walking through the line, vs. difficulty being in a confined space, or being unable to see in low-light queues, or some other disability for which a different accommodation might be offered instead.

Of course, I wasn't there, but it sounds like she asked you what your disability was (the issues that make you unable to access the park), not your diagnosis (medical condition that caused the issues).

I went back and reread the post and it wasn't clear, so that's why I made the clarifying post above.

 

[cmwade77]

I spoke with someone that is I charge of the DAS system and she confirmed that the system is not just for those with cognitive disabilities and was quite upset that guest relations said it was.

She is following up with those involved and will be calling me back once she finds out why everything went the way it did, but she told me she had noted the account to always give me the DAS without even asking questions, so someone either changer her notes or the person at guest relations lied to me about what the notes said.

I just hope that this helps others, as she has pointed out that now that they have issued me a DAS, it shouldn't be an issue again, but she is doing all that she can to make sure of that. But it shouldn't take all of this to get the assistance that I actually need and it makes me very concerned for those who are unable to stand up for themselves.

 

[DCDisney]

I do feel like the interactions for the DAS are not being handled well in many cases. They should have a brochure or card about renting scooters or wheelchairs for mobility issues but waiting in line I saw numerous people not being treated as nicely as they could have been. They did give me a DAS but kept saying that even though I had these issues it wouldn't help me and I would never need it if I explained my issue to the CM outside an attraction. It did help me and especially when CMs told me that no I could not be accomodated without a DAS when I just explained nicely what I needed without showing it first. I only needed it 1-2 times per day but without it would not have been accomodated with probably 75% of my requests (mostly no steps in shows).

 

[aaarcher86]

I do feel like the interactions for the DAS are not being handled well in many cases. They should have a brochure or card about renting scooters or wheelchairs for mobility issues but waiting in line I saw numerous people not being treated as nicely as they could have been. They did give me a DAS but kept saying that even though I had these issues it wouldn't help me and I would never need it if I explained my issue to the CM outside an attraction. It did help me and especially when CMs told me that no I could not be accomodated without a DAS when I just explained nicely what I needed without showing it first. I only needed it 1-2 times per day but without it would not have been accomodated with probably 75% of my requests (mostly no steps in shows).

Mobility and wheelchairs in stuff is all on the DAS a FAQ page online.

 

[DCDisney]

But having it online doesn't help the poor souls waiting in line and being denied and not knowing how to move on with the rest of their trip.

 

[gap2368]

Yes and with the DAS now linked to the magic band there is nothing to show