Fine for healthy but disabled, not so much

[LuvOrlando]

I just got back and as a newly diagnosed disabled person I went through with those accommodations only. Universal and IOA have the worst ever devised system for accommodating handicapped individuals, no way did they have anyone test this before launching it.

Let me start by saying that I am newly diagnosed with painful arthritis and have both a permanent car tag and a carry card identifying myself as handicapped, although I guess I don't look it. I've been incorporating Universal/IOA into trips since my son was about 5 so I've stayed on site & done the drill about 10 times now, more before I had kids. But this was always as a healthy person and usually during cooler off season months.

Coming straight from WDW I was expecting a vaguely similar experience. At WDW parks I got a pass and was able to bring my party through Fast Pass which made things tolerable even in the worst heat of the day, and even with the pain of walking & standing. Universal/IOA was NOTHING like this at all. They took my info and handed me a piece of paper with sign in list on it. So if the wait is under 30 min you go right on fast pass line. here is where it nosedives, if the wait is over 30 min you need to find someone at the front of the line to sign it with the time and they will then assign you a time to come back that is supposed to be 15 minutes less than the full wait- they they cut you lose with nowhere to rest in the heat and you need to find somewhere to be until that time then walk ( or pull yourself if in a wheelchair) all the way back for your time. can't tell you how awful it was trying to find cool a place to sit& rest. Thankfully they tolerated me at the Starbucks. You can't use this pass between it getting signed and being signed by the ride operator when you get on it & the ride being done. also on transformers Thursday they honored the system clearly printed on their own pass but on Friday they made me come back at the regular time. Even worse, when I commented to the girl the second time around she gave me attitude like I was exploiting some kind of perk and said, "you do realize you are the only people getting this because there is no Fastpass so were not doing the 15 min early". When it did work I( as in my time was due) I was able to walk right on to both this ride no the only other one without fast pass which is "Harry Potter" but finding somewhere to be for nearly and hour in boiling heat was not something I would have agreed to done if i had known about the policy ahead of time

I called and complained as a long time guest and don't think ill be going back because my disability isn't going anywhere. I'm not posting this out of anger but because I saw way too many families with elderly or young disabled people in wheelchairs in the terrible heat and watching hem suffer and struggle just broke my heart. It was bad for me but if I was one of them, we'll I'd want to know.

Before anyone asks, yes I could have gone with the hotel fast pass alone but chose not to do so because I wanted to see how life is for persons with disabilities and now I can honestly say I get the reason for the activism.

For the healthy members of my party things were fine, for me not so much.

 

[Bluer101]

This is the way all theme parks should do it. Yes they all might not handle it the same way and might need more training so everyone is on the same page. But there system with the 30 minute rule is fair. I have been a few trips with my brothers disabled stepson. I have no problem when joining them or his stepson. There is normally an area close by to keep cool or rest until the time to return. Now you say you walk all the way back when it's your time but if you had to wait like everyone else then you would have just stayed there. I'm not trying to start anything but its not anyone's fault that you expected what another places do (Disney).

This is one of the things Disney for years has done better for people with disabilities. But in the resent news with disable tour guides I suspect Disney might change their policy too.

Also I have a permanent disability too that gives me problems on a daily basis. This injury happened about 4 years ago so my life in the parks has changed to. We have always stayed onsite even before injury and when I was healthier it was a breeze to do the parks all day. But now I have to pace myself and take breaks.

Like I said, not trying to be rude just saying find out before hand if you need special assistance.

 

[LuvOrlando]

The 30 min was fair, how they handled 90 or more is not, I'm not complaining about the 30 min. I think you need to retread what I said

BTW, I did ask, this is a new system and they have not done a good job.

It is fine if you are good with figuring out where to be for 90 min in 98 degree weather, to each their own, but in my personal circumstances it is not good enough and people should know what they are getting themselves into before spending about $140 pp for a 2 day pass which I did times 5. That's a lot of money to spend to be miserable

 

[PammyK]

Thanks to the OP for sharing an experience that most of us, if we're fortunate, will never have to worry about.

Given the wide varieties of disabilities, Universal's system may work better for some guests than others. Although I don't need special accommodations, I'm grateful to the OP for sharing her thoughts with Universal's Guest Services team because if there are areas that can be improved, then we should all want to see that happen. After all, if we purport to be fans of Universal Orlando, we should be well aware of the areas in which they're very successful and the areas where they still need some fixes. So shouldn't we all be providing constructive feedback to help them provide the best experiences possible for ALL of their guests?

This is especially important when it comes to making the park accessible for guests with disabilities because there is really no OSFA solution. What might work for one person, won't solve the challenges that another person is experiencing.

And now the OP knows what to expect and can bring that into their plans for future visits. That might entail renting a wheelchair or scooter to minimize standing/walking or changing the timing of their visits so they're not here during the crowded, hot summer vacation season. Or it might mean booking a couple nights at one of the on-site resorts in order to utilize the resort guest benefits. In addition, anyone living with a disaiblity who comes here to plan a visit to Universal can take the OP's experience into consideration when making their plans.

 

[BrinkofSunshine]

Sorry to hear you had a bad time. For what it's worth, they do have wheelchairs for rent and all the lines are ADA accessible. You would have been able to go through all of the lines off of your feet that way and stay out of most of the heat.

 

[kritter47]

You might not want to hear this, but you received proper equal accommodation (as opposed to preferential accommodation, which is close to what you get with the being able to get right on with a line of 30 minutes or less). The ADA says you should be given as close to the same access to the ride as an non-disabled person as possible, which may include a wait of an hour or more to access the ride with the inability to access another ride in the meantime. That's no fun for anyone, but that's life.

Given your description, your disabilities meant you needed a cooler place to wait and the ability to stay off your feet. Given that the second could be dealt with via a wheelchair or ECV and you had the opportunity to seek out the first by being excused from physically standing in line, Universal gave you everything you needed even if it wasn't the most convenient way for you. You still had your equal access.

There are other things you could have done to help yourself. You could have gotten a wheelchair or ECV to help you deal with the walking/standing. You could have brought cooling devices to help deal with the heat in the event you couldn't find air conditioning. I'm sorry you didn't have a good experience, but I also think you set yourself up for failure by not having a plan for either of those.

The issue with Transformers not honoring the times printed on their own card is a separate one and sounds like a communications/training failure with the staff member. It should be addressed. But you received equal access to the rides otherwise, so I'm not sure there's a real complaint there.

 

[AustinTink]

Maybe I missed something, but didn't you stay on property? With the express pass we had virtually no wait time when we were there a couple of weeks ago. So the only problem you had was with FJ and Transformers? Transformers is not even officially open so the worker was pretty much correct, but should have worded it nicely. You're so lucky you got to ride it. So were we! It's an awesome ride... but I digress.

Sorry you had a bad time. Hopefully a scooter or wheelchair will help you next time.

 

[LuvOrlando]

Really, I have always loved these parks best because the rides are, IMO, just better. I'm not looking to knock it, although this experience was genuinely bad I am convinced that it can easily be remedied, all they need to do is throw away some sheets of paper and institute a better program that can accommodate the diverse volume of guests they have.

My intent is to talk about what exactly my experience was and put it out there so that other families with disabled family members would be aware of the set up. I did look and I did not see anything anywhere that told me about the system in place so that's what I am doing, putting it out there so if someone googles the situation they will see what it is and ask more questions and then make a better informed decision. I was able to tolerate it, I was uncomfortable but am in the early stages and younger. All I could think about as I waited was what it would be like if I was elderly, had other health problems, had an autistic child, had a young child in a chair.

Personally, I would like to see Universal and IOA open up admission to an all disabled focus group with their families and monitor their experiences so they can make adjustments accordingly and better accommodate future guests. How hard can it be? I don't think very and I am convinced that if they had done this they would have seen the very real flaws.

For the record, no one WANTS to be in a wheel chair, its not a perk or more comfortable option. If I need it someday so be it but telling me to just suck it up and use one when my Dr's have not deemed it necessary is really insensitive,at best and a whole lot of other things at worst. People should be allowed to go through life with as much independence as possible. I suspect your point of view is exactly that of the theme park's employees and explains a lot.

For the record, I don't get the defensiveness

 

[damo]

So your main complaint is that there wasn't anywhere cool for you to go when your wait was over 30 minutes (other than the Transformers issue)?

 

[Bluer101]

I was able to tolerate it, I was uncomfortable but am in the early stages and younger. All I could think about as I waited was what it would be like if I was elderly, had other health problems, had an autistic child, had a young child in a chair.


For the record, I don't get the defensiveness

So once again its the fault if Universal that you did not call ahead to see what the options are for your specific needs. This is what bothers me the most nowadays with the world. No one can take blame for anything they do them selfs. I understand you want to be independent as I told you I have a problem to.

Before you go somewhere new (new after disability) wouldn't you think to call guest services to find out. Then if you were told one thing and got something else then by all means complaint to Universal.

As for autism that is what my brothers stepson has. Well guess what, for common sense they don't go in the summer express pass or not.

If you have a disability or elderly do you call ahead to the airport to arrange special needs? This works for just about everything if you need special help. If you go in for a medical procedure do you just walk in with no prior info?

And for the record I'm not getting defensive either. It just boggles my mind when someone blames someone else for there lack of been prepared or do your homework.

I'm not giving you a hard time but just look at where you came to complain about your lack of info. But yes this might help others surfing the net in the future. But your experience might not be what some else experiences at Disney or Universal. Just read all the reviews good and bad all over the web.

 

[snoopboop]

For the record, no one WANTS to be in a wheel chair, its not a perk or more comfortable option. If I need it someday so be it but telling me to just suck it up and use one when my Dr's have not deemed it necessary is really insensitive,at best and a whole lot of other things at worst.

So... You CHOSE not to use a wheelchair, on principle... and you're upset because this made the wait more difficult for you, and you think Uni should have let you cut in front of the other people in a long queue because of this?

 

[macraven]

i had to read this thread numerous times before i could reply.
i know you didn't like the set up the darkside has but it works smoother than the one at the motherland.
i used the gac at toy story and had a 45 minute wait time before getting on the ride. the gac there does not mean you have less of a wait in line but are accomodated for the needs you have.
i can't do the stairs at that ride and use the alternative line.



when you posted:


Personally, I would like to see Universal and IOA open up admission to an all disabled focus group with their families and monitor their experiences so they can make adjustments accordingly and better accommodate future guests. How hard can it be? I don't think very and I am convinced that if they had done this they would have seen the very real flaws.



the darkside is in compliance with the ADA so no need to have a disabled focus group be observed in the park.

if you feel the darkside failed to meet the ADA rules, contact the ADA.


if i went when it was hot weather, was in a w/c or not in a w/c but had a mobility limitation, stayed onsite, i would be using the express lines to allow me a more pleasant experience.

 

[LuvOrlando]

Ok, this is absurd so I'm not engaging with people who think disability accommodations are some kind of perk that needs to be rationed- you are not why I'm writing this. To those with handicapped issues for themselves or their families please do lots of research regarding how the different parks accommodate handicapped persons before selecting which Orlando theme parks to visit.

Find out all you can to make an informed decision for yourself, To me it just didn't work, I really hope improvements are made because I really did like these parks in the past and am hoping my experience just came out of poor management decisions that will be fixed promptly.

And yes, sure I could have just went with the Portofino's fast passes but, to be honest, I just went with WDWs system over there and never stopped to think it would be different. When I saw what was going on I decided to just tough it out and see how they did things, and now I know and so do all the other people out there who deal with variations of these issues. I get not everyone would do what I did, but curiosity got the better of me and I followed through, I don't need anyone's nod of approval but if some child visiting with the Make a Wish foundation has a better Florida trip because of my experience then I'm ok with that even if I never hear about it.

I did call the theme parks customer service while there and reported the situation, I hope to see changes but who knows, I guess that all depends on why the system is in place.

 

[snoopboop]

Find out all you can to make an informed decision for yourself, To me it just didn't work, I really hope improvements are made because I really did like these parks in the past and am hoping my experience just came out of poor management decisions that will be fixed promptly.

What, exactly, needs to be "fixed"? As previous posters have stated, and as you just reiterated, this isn't a "perk" - it's a way to help make sure that YOU can experience the amenities of the park in as close to the SAME way as the other guests as possible.

So.... WHAT, exactly, would you have liked Uni to do for you that they didn't do? What "improvements," as you called them, do you hope to see?

 

[damo]

Ok, this is absurd so I'm not engaging with people who think disability accommodations are some kind of perk that needs to be rationed- you are not why I'm writing this. To those with handicapped issues for themselves or their families please do lots of research regarding how the different parks accommodate handicapped persons before selecting which Orlando theme parks to visit.

Find out all you can to make an informed decision for yourself, To me it just didn't work, I really hope improvements are made because I really did like these parks in the past and am hoping my experience just came out of poor management decisions that will be fixed promptly.

And yes, sure I could have just went with the Portofino's fast passes but, to be honest, I just went with WDWs system over there and never stopped to think it would be different. When I saw what was going on I decided to just tough it out and see how they did things, and now I know and so do all the other people out there who deal with variations of these issues. I get not everyone would do what I did, but curiosity got the better of me and I followed through, I don't need anyone's nod of approval but if some child visiting with the Make a Wish foundation has a better Florida trip because of my experience then I'm ok with that even if I never hear about it.

I did call the theme parks customer service while there and reported the situation, I hope to see changes but who knows, I guess that all depends on why the system is in place.

What changes would you like to see? Yours is the first complaint on the GAC system at Universal in a very long time on these boards. Generally people are stating how much better they like the Universal system. I'm interested to hear what your recommendations are.

 

[Bluer101]

Ok, this is absurd so I'm not engaging with people who think disability accommodations are some kind of perk that needs to be rationed- you are not why I'm writing this.

I know that having a disability is not a perk trust me I'm in the same boat as you. I just don't use GAC at Disney or Universal. Stay onsite and use express at Universal, this out does everything besides Make a Wish and VIP tours.

To those with handicapped issues for themselves or their families please do lots of research regarding how the different parks accommodate handicapped persons before selecting which Orlando theme parks to visit.

Find out all you can to make an informed decision for yourself, To me it just didn't work, I really hope improvements are made because I really did like these parks in the past and am hoping my experience just came out of poor management decisions that will be fixed promptly.

So now you don't like the parks because of this.

And yes, sure I could have just went with the Portofino's fast passes but, to be honest, I just went with WDWs system over there and never stopped to think it would be different.

When I went to Burger King I expected McDonald's to be the same!

When I saw what was going on I decided to just tough it out and see how they did things, and now I know and so do all the other people out there who deal with variations of these issues.

So not once did you use your express and stuck with GAC?

I get not everyone would do what I did, but curiosity got the better of me and I followed through, I don't need anyone's nod of approval but if some child visiting with the Make a Wish foundation has a better Florida trip because of my experience then I'm ok with that even if I never hear about it.

Make a wish foundation is the only true front of the line and treated like a VIP tour.

I did call the theme parks customer service while there and reported the situation, I hope to see changes but who knows, I guess that all depends on why the system is in place.

^^^^^^^^^^^

 

[macraven]

if some child visiting with the Make a Wish foundation has a better Florida trip because of my experience then I'm ok with that even if I never hear about it.

the MAW families have it great at the darkside!
no waits in line, special treatment, wishes granted, and more.

UOR has special packages that a guest can book for volunteering at the Give the Kids the World.

https://www.universalorlando.com/Va...ch=hotel packages for give the kids the world

 

[bumbershoot]

I am not sure what the new system is. This sounds like the same system I have read about for a couple years here.

I think your trip would have been a lot better if you had not gone this time of year( same for the others you saw that you felt were struggling) and if you had rented a scooter ( no need to push yourself, just use the motor). And apparently you had the EP for every other ride, but I'm getting the feeling you didn't use it? That's a viable option for those with and without disabilities; if I were to become disabled you bet I would still stay onsite and make use of it! To not do so would seem an odd waste of my time.

I am (or have been...it's entirely possible that what I thought was "just me" was actually the extra 70+ pounds I was carrying around) highly sensitive to heat so I am sure to travel at cooler times and/or bring cooling towels and fans. You have to take care of yourself!

I don't see anyone here who thinks it should be rationed, but I do see people that are aware of what the ADA is all about and feel that uni actually does a decent job at meeting their level of requirements.

 

[Bean786]

I can see where's she's coming from. The difference between wdw and Universal.. Is disney looks at each person, universal is one size fits all, which isn't right. We can do disney with my FIL because we can get a gac to by pass the lines. Which is wonderful because sometimes we only have 3 or 4 'good' hours. So when it's comes to universal it's really not helpful to us. We go in the less busy time which is great but sometimes the kids come in the summer and don't understand why he can go to disney and not universal.

 

[bumbershoot]

I can see where's she's coming from. The difference between wdw and Universal.. Is disney looks at each person, universal is one size fits all, which isn't right. We can do disney with my FIL because we can get a gac to by pass the lines. Which is wonderful because sometimes we only have 3 or 4 'good' hours. So when it's comes to universal it's really not helpful to us. We go in the less busy time which is great but sometimes the kids come in the summer and don't understand why he can go to disney and not universal.

But the GAC is not meant to bypass lines. If it has worked that way for you I'm happy for you, but plenty of others have experienced longer waits than standby when using the card.

Uni is telling you "do what you want and come back at this time". Many would find that to be nice. It's actually what they are doing at Radiator Springs out in Anaheim.