Disabled man complains after Universal Studios denies access to rides

[Justin Jett]

Disabled man complains after Universal Studios denies access to rides

ORLANDO, Fla. —For Clayton Cangelosi every step is a struggle. Cangelosi has a nerve disorder called neuropathy making it painful to walk, or stand for extended periods of time.

Last week, he bought a two park pass to Universal Studios and spent an extra $50 to rent a motorized wheelchair, but Cangelosi said it wasn't until he tried to get in line for a ride that he was told the scooters weren't allowed in the queue because they are a safety hazard.

When he visited in 2012, he said he was able to ride the scooter through the lines. Universal officials said if that happened it would have been a "momentary exception in an effort to assist him."

"If it's a safety hazard why did they rent it to me in the first place?" Cangelosi said.

This time, he was asked to transfer to a standard wheelchair before he got in line, but he was traveling solo and had no one to push him.

"I don't have the upper body strength in my arms to push myself in a wheelchair," Cangelosi said.

Universal Spokesman Tom Schroder said the policy has been in place for some time because the motorized scooters do not fit the queue lines. He said the policy is "communicated to guests on their rental agreement" and it is on Universal's website.

Schroder also released this statement to WESH 2, "We work hard to accommodate all our guest and all our attractions are as accessible as possible. That said, safety is always our most important priority and there can be many variables to a specific situation. We are going to discuss things with our guest again and we will work to resolve this directly with him."

Universal's Rider's Guide states: We apologize, but none of the ride vehicles or attraction queues at Universal Orlando will accommodate
Electric Convenience Vehicles (ECV’s) or electric wheelchairs. At those rides which can accommodate
manual wheelchairs, guests may transfer from their ECV or electric wheelchairs. into a manual
wheelchair that is provided at each location.

See Page 3 here: https://www.universalorlando.com/Images/Riders_Guide_tcm13-26195.pdf

This has been the policy since phase 1 of Harry Potter opened. I am surprised that no one has gone to the media before now.

We bought a Convaid Safari in 2011, just so I can go to Universal with my friends.

 

[OKW Lover]

We're not Universal people, but I'm really surprised that a theme park wouldn't design its attractions (especially something new) to accommodate those in wheelchairs/ECV's.

 

[LilyWDW]

That is so hard to believe (not that I don't believe you, I am just shocked is all). I mean, I don't have the current ADA standards as I have not done commercial design recently but it seems odd that US wouldn't have HAD to accommodate ECVs in the new queues. Aren't ECVs considered an "approved" mobility device by the ADA?

I mean, I can understand that old queues might not be accessible based off of the law, but new ones?

 

[Justin Jett]

It is true. Page 3 of the Riders Guide. I brought this to Kevin and Jack's attention in 2011

 

[jcb]

I've been puzzled by Universal's access policies for some time.

First, a clarification about the terminology. The ADA regulations use the phrase "other power-driven mobility device" to mean a powered device that may or may not be intended for use by an individual with a mobility impairment (think Segway). This definition specifically excludes "wheelchairs" which are defined to mean a "manually operated or power-driven device designed primarily for use by an individual with a mobility disability for the main purpose of indoor or of both indoor and outdoor locomotion."

The 2010 revisions to the ADA regulations took the position that mobility scooters (which it characterized as being devices "that typically are single-user, have three to four wheels, and are appropriate for both indoor and outdoor pedestrian areas"), are included in the definition of wheelchair. There was a lot of debate about his because ECV's are typically oversized and more difficult to accommodate.

So, whether powered or not, a device intended for use by an individual with a mobility disability is a wheelchair.

The distinction matters because a "wheelchair" must be permitted but an "other power-driven mobility device" can be excluded for safety reasons. (I'm being less than precise here, the regulation says places like Universal must permit "individuals with mobility disabilities to use wheelchairs and manually-powered mobility aids, such as walkers, crutches, canes, braces, or other similar devices designed for use by individuals with mobility disabilities in any areas open to pedestrian use.")

There is an exception to this when it is "structurally impracticable" but the exception is meant to apply "only in those rare circumstances when the unique characteristics of terrain prevent the incorporation of accessibility features."

Perhaps the confusion lies in the fact that the 1991 and 2010 architectural standards (which set out specific building design requirements) were (as the ADA regulations acknowledge) "based on manual wheelchair dimensions [and] may not adequately meet the needs of individuals using larger electric scooters."

So, I'm speculating that Universal could very well have designed the turning spaces in the queues to the then applicable standards (either a 60 inch diameter circle or a T-shaped design) but these turning spaces are not really sufficient to permit EVC's or some powered wheelchairs. To my knowledge, these standards have not been updated, though updates are being considered.

New construction of permanent amusement park attractions (pretty much every attraction at Universal and WDW) must meet the 2010 standards. If a theme park were to make modifications to existing amusement rides (ones built before 2010) "to the extent that the ride’s performance differs from that specified by the manufacturer or the original design" then the queues also have to be redone even if it means "new load and unload areas be designed and constructed." But as I said, it could be that Universal conforms to the 2010 Standards and until these standards are updated to require a larger turning space, Universal may not be in violation of the ADA (and even then, not until it makes modifications to existing rides).

I have to stress I don't know why Universal bans EVC's and powered wheelchairs from its queues. I could go to Universal with a tape measure, measure the turn space, and still not know enough to say whether the queues meet the 60 inch requirement. I'm a lawyer, not an engineer.

 

[Justin Jett]

Jack,

My theory is that since They provide courtesy manual wheelchairs at each attraction, just like what Disney does at Pirates of the Caribbean. By "providing an alternative" they are within the ADA.

I may be incorrect, but given how Disney handles Pirates.......

 

[disney david]

Jack,

My theory is that since They provide courtesy manual wheelchairs at each attraction, just like what Disney does at Pirates of the Caribbean. By "providing an alternative" they are within the ADA.

I may be incorrect, but given how Disney handles Pirates.......

Skip Disney dose that at pirates only because where you load the boat is different from where you unload it is in a different building. So if every guest brought their ecv or even own wheelchair their be a back up and Disney cms would have to get them to the unloading area. It just easier because if one if their chairs get lost not bad but if they don't bring the guest personnel chair then that it trouble. So that why they do it at pirates Disney goes out of their way on all other rides to make sure power chairs, ecv and wheelchairs can go through the que like all other guest.

Also universal has a lot more roller coasters so it might just be easier for them to have them transfer from a wheelchair then a power chair. I guess since they provide free wheelchairs they are not really in Ada violation just not as friendly as Disney is when you can take your own equipment Expect for one ride.

It just one company Disney that when building rides or anything they take into account guest with disabilities. Universal just get the ride built and dose what it has to do by law and put guest with disabilities after thought.

 

[Justin Jett]

Skip Disney dose that at pirates only because where you load the boat is different from where you unload it is in a different building. So if every guest brought their ecv or even own wheelchair their be a back up and Disney cms would have to get them to the unloading area. It just easier because if one if their chairs get lost not bad but if they don't bring the guest personnel chair then that it trouble. So that why they do it at pirates Disney goes out of their way on all other rides to make sure power chairs, ecv and wheelchairs can go through the que like all other guest.

Also universal has a lot more roller coasters so it might just be easier for them to have them transfer from a wheelchair then a power chair. I guess since they provide free wheelchairs they are not really in Ada violation just not as friendly as Disney is when you can take your own equipment Expect for one ride.

It just one company Disney that when building rides or anything they take into account guest with disabilities. Universal just get the ride built and dose what it has to do by law and put guest with disabilities after thought.

The reason why it is done at Pirates is because of the flume. I foldable manual chair is required.

My point was that providing a manual courtesy chair is a legal procedure.

 

[disney david]

The reason why it is done at Pirates is because of the flume. I foldable manual chair is required.

My point was that providing a manual courtesy chair is a legal procedure.

When that asked on the disabilities forum that what sue said so I take what she said as gold. It has to do with loading and unloading you load at one building and unload at another building. While you right universal using that as a way around provide Ada access which dose not mean it illegal they found a way instead of spending the extra money to build the que so you can take the power chair through the que.

 

[wiigirl]

We're not Universal people, but I'm really surprised that a theme park wouldn't design its attractions (especially something new) to accommodate those in wheelchairs/ECV's.

Me too....

 

[JillyBean1899]

Part of the problem is the nature of the ECVs themselves. Have you seen the turning radius on those things? People have a hard time turning in the middle of the street and not hitting things, putting them in a queue full of people is asking for trouble. And then what happens if there's a fire or something and the queue needs to be evacuated? Well, we now have a bottleneck because nobody can get past the ECV that's jammed in the line.

I suspect we are only hearing part of this story. If he was by himself, I can't see why the employees wouldn't allow him to go through a side entrance to provide quicker access to the load/unload platform. Pick a person going through the single rider line for him to "stand" behind, and then integrate him onto the ride after that person had been loaded.

Notice that he said the ECV wasn't allowed in the queue itself ... not that *HE* couldn't ride the ride because he was using an ECV. Every ride has a "backdoor" entrance for the VIP tour guides to access, it would have been very simple for him to provide him with a shorter path to the rides. If he had been with a group of people it would be different, but being by himself opens up a whole bunch of possibilities for getting him access to the rides with minimal walking/standing, while still having him "wait in line" and not just skip to the front.

Also, it says that he can't walk or stand for extended periods of time ... well, how would that prevent him from using the manual chair as a "walker" and then sitting in it when the line stopped moving? Or folding up the footrests and "walking" his way through the queue while sitting in the chair? Were these even options that were offered to him?

 

[catra121]

What I would be curious about was what other accommodation Universal offered besides just pointing to a manual wheelchair. It's not a reasonable accommodation if it doesn't actually provide the guest access (ie...he cannot push it himself). However, if they offered to have an employee push him through the queue in the wheelchair...that WOULD be a reasonable accommodation.

I know it's not the same since it's not a theme park...but I know where I work we do not have ECVs for customers to use. We have manual wheelchairs however. If a customer cannot wheel themselves around in the wheelchairs or have not come to the store with someone who can push them, one accommodation we will provide is to have someone push them in the wheelchair and assist them with shopping...provided it's for a reasonable amount of time (no more than an hour). If the customer needs assistance for a longer period of time we can schedule a time with them in advance so we can assure we have someone scheduled to work with them for that longer time period. Since not all aisle may be wide enough for a larger wheelchair or ECV...we also will provide assistance shopping to get merchandise for customers that they cannot access on their own.

I know at Disney a CM cannot physically assist a customer into or out of ride vehicle, or to walk, etc (and I don't think they should)...but it seems to me that providing one to push a guest through a queue in a manual wheelchair when there is no other access possible WOULD be an accommodation they could make at Universal since their queues are not designed for the ECVs and do not provide an alternate entrance for guests to use that WOULD accommodate those mobility devices.

Disability access is one of many things that gives Disney a much larger edge over Universal for me. I don't use a wheelchair but I do use a walker and while the way they handle ride access is not perfect...it is really great and I don't know any other company that does such a good job with it.

 

[Justin Jett]

Part of the problem is the nature of the ECVs themselves. Have you seen the turning radius on those things? People have a hard time turning in the middle of the street and not hitting things, putting them in a queue full of people is asking for trouble. And then what happens if there's a fire or something and the queue needs to be evacuated? Well, we now have a bottleneck because nobody can get past the ECV that's jammed in the line.

I suspect we are only hearing part of this story. If he was by himself, I can't see why the employees wouldn't allow him to go through a side entrance to provide quicker access to the load/unload platform. Pick a person going through the single rider line for him to "stand" behind, and then integrate him onto the ride after that person had been loaded.

Notice that he said the ECV wasn't allowed in the queue itself ... not that *HE* couldn't ride the ride because he was using an ECV. Every ride has a "backdoor" entrance for the VIP tour guides to access, it would have been very simple for him to provide him with a shorter path to the rides. If he had been with a group of people it would be different, but being by himself opens up a whole bunch of possibilities for getting him access to the rides with minimal walking/standing, while still having him "wait in line" and not just skip to the front.

Also, it says that he can't walk or stand for extended periods of time ... well, how would that prevent him from using the manual chair as a "walker" and then sitting in it when the line stopped moving? Or folding up the footrests and "walking" his way through the queue while sitting in the chair? Were these even options that were offered to him?

The policy also applies to power wheelchairs, which have a much tighter turning radius than ECVs

 

[catra121]

Part of the problem is the nature of the ECVs themselves. Have you seen the turning radius on those things? People have a hard time turning in the middle of the street and not hitting things, putting them in a queue full of people is asking for trouble. And then what happens if there's a fire or something and the queue needs to be evacuated? Well, we now have a bottleneck because nobody can get past the ECV that's jammed in the line.

I suspect we are only hearing part of this story. If he was by himself, I can't see why the employees wouldn't allow him to go through a side entrance to provide quicker access to the load/unload platform. Pick a person going through the single rider line for him to "stand" behind, and then integrate him onto the ride after that person had been loaded.

Notice that he said the ECV wasn't allowed in the queue itself ... not that *HE* couldn't ride the ride because he was using an ECV. Every ride has a "backdoor" entrance for the VIP tour guides to access, it would have been very simple for him to provide him with a shorter path to the rides. If he had been with a group of people it would be different, but being by himself opens up a whole bunch of possibilities for getting him access to the rides with minimal walking/standing, while still having him "wait in line" and not just skip to the front.

Also, it says that he can't walk or stand for extended periods of time ... well, how would that prevent him from using the manual chair as a "walker" and then sitting in it when the line stopped moving? Or folding up the footrests and "walking" his way through the queue while sitting in the chair? Were these even options that were offered to him?

Having actually used a wheelchair that way (my condition is similar in many ways to neuropathy but much worse pain wise) where you sit in it and scoot/walk with your legs...that takes a BIG toll on your legs and after more than a minute actually gets very painful. Not saying it's not something you CAN do...but if I were Universal I would be very careful about telling someone to use a medical device in a way in which it was not intended. Walking with the chair though and sitting in it as needed COULD be an option but would depend on how much walking, standing, etc he was actually able to do at that time. I know for me...it can vary greatly throughout the day and depends on how much pain I am in.

 

[OKW Lover]

When that asked on the disabilities forum that what sue said so I take what she said as gold. It has to do with loading and unloading you load at one building and unload at another building. While you right universal using that as a way around provide Ada access which dose not mean it illegal they found a way instead of spending the extra money to build the que so you can take the power chair through the que.

Just a small quibble, the load and unload areas for PoC are not in different buildings.

 

[Justin Jett]

Just a small quibble, the load and unload areas for PoC are not in different buildings.

Jeff is correct. Due to Pirates being a flume ride, a foldable manual chair that fits in the back row of the boat. Said wheelchair gets a row to itself. The ride cannot accommodate a wheelchair that does not fold. It is all due to the flume.

 

[disney david]

Just a small quibble, the load and unload areas for PoC are not in different buildings.

Okay I might have misunderstood that when I read that in disabilities do you load and unload form the same place maybe I meant to say it hard for them to get if from one side to the other side sue explained it better then I could, but you can't use that one ride to explain why universal treat guest with power chairs the way it dose this story has nothing to do with Disney. And would of been handled awhile lot better then universal did if something like this Disney just a whole lot better because disney has better service then universals dose.

 

[disney david]

Jeff is correct. Due to Pirates being a flume ride, a foldable manual chair that fits in the back row of the boat. Said wheelchair gets a row to itself. The ride cannot accommodate a wheelchair that does not fold. It is all due to the flume.

I find it funny we always have to bring Disney into things small would you can bring your own ECV, wheelchair, splash mountain you can bring you own device so the flume ride has nothing to do it has to do with loading and unloading.

 

[disney david]

Searched and finally found this form us the moderator from disabilities forum quote I listen to sue then other people as she has more experiences then most people.

Pirates of the Caribbean is one that people look at and wonder why they can't just add a boat like Small World has. The biggest reason is that Small World is a flat ride. The boat doesn't go up or down during the ride. Pirates actually has a one story drop in the dark -the unload area is actually one floor down and in a different building than the loading area. After unloading, the boats go back up a steep ramp where the ceiling is just high enough for the boats. That is the reason that guests with wheelchairs can't board at they load area and leave their wheelchairs there while riding.

.That why you must use a Disney wheelchair instead of your own device I consider this decision about to universal which it should be we should try to bring Disney into everything.

 

[Justin Jett]

I find it funny we always have to bring Disney into things small would you can bring your own ECV, wheelchair, splash mountain you can bring you own device so the flume ride has nothing to do it has to do with loading and unloading.

I have never seen a flume ride that accommodates a wheelchair or scooter. The angle of the flume will not allow it. It is just logistically impossible.