First Trip for us since change to DAS

[dreaming4disney]

We just got back from our trip. I thought I would share some of our experiences.

Upon arrival, went to back entrance of EPCOT. Explained my husbands issues. Guest relations said he had a mobility issue and could not get DAS. We reiterated my husbands issues as they are not mobility related. CM said they "only issue DAS to Autistic people" We were shocked at his reply. We asked to speak to a manager. He then turned to the other CM and she said"we only give the DAS to Autistic people or those with sensory issues so that they do not disturb other people on the line" Wow!
We asked to speak to manager again. He called one and said to us she couldn't come down to talk to us right now as she was in another part of the park. He would give us a DAS but we should not expect to get one ever again.


I didn't like the way we were treated. There was definitely a tone(of course my husband issues are not visible) We took the pass and used it a few times. It doesn't help us too much in the new form. Better then nothing, but not sure if it's worth all of the money to visit Disney and only able to complete 2 or so rides before heading back to room. That's our problem and decision whether we go back or not. It's not Disney's problem.

We waited until we got to Magic Kingdom the next day to express to their management the experience we had. They listened and I hope they express back to higher level management.


I just wanted to share our experiences. Perhaps things will improve over time.

 

[aaarcher86]

That stinks.

Is your husband using a wheelchair and they just assumed his issues were mobility?

 

[Mrs.Malone]

How do we keep hearing the "we only give DAS to people with autism" problem over and over again? I think some very serious re-training of CMs is in order, and fast. Sorry you received that misinformation (along with "tone"), OP! I'm glad you talked to management about it. It baffles me that this line is still being used with guests.

 

[Schmeck]

We just got back from our trip. I thought I would share some of our experiences.

Upon arrival, went to back entrance of EPCOT. Explained my husbands issues. Guest relations said he had a mobility issue and could not get DAS. We reiterated my husbands issues as they are not mobility related. CM said they "only issue DAS to Autistic people" We were shocked at his reply. We asked to speak to a manager. He then turned to the other CM and she said"we only give the DAS to Autistic people or those with sensory issues so that they do not disturb other people on the line" Wow!
We asked to speak to manager again. He called one and said to us she couldn't come down to talk to us right now as she was in another part of the park. He would give us a DAS but we should not expect to get one ever again.


I didn't like the way we were treated. There was definitely a tone(of course my husband issues are not visible) We took the pass and used it a few times. It doesn't help us too much in the new form. Better then nothing, but not sure if it's worth all of the money to visit Disney and only able to complete 2 or so rides before heading back to room. That's our problem and decision whether we go back or not. It's not Disney's problem.

We waited until we got to Magic Kingdom the next day to express to their management the experience we had. They listened and I hope they express back to higher level management.


I just wanted to share our experiences. Perhaps things will improve over time.

I'm thinking your idea of a mobility issue is not the same as what Disney has classified as a mobility issue. Since you didn't state what the issues are (and you don't have to put them out on this forum, please, I'm not asking you for that) it is very hard to judge what is really going on in your scenario.

 

[eblondie]

It saddens me to hear that you were treated this way. I also can not believe what was said about people who have Autism. I think that's awful. It's like they are saying that we keep them away from others so we can keep our other guests happy.

 

[eblondie]

I realise that they are having to do a lot of training on Fastpass + right now but it seems to me that some of the CMs need more training on how to talk to their guests.

 

[Maggie'sMom]

How do we keep hearing the "we only give DAS to people with autism" problem over and over again? I think some very serious re-training of CMs is in order, and fast. Sorry you received that misinformation (along with "tone"), OP! I'm glad you talked to management about it. It baffles me that this line is still being used with guests.

I completely agree. I'll bet autism was the one specific diagnosis mentioned in training and now a lot of the CMs assumed that meant that was the only need that would get a DAS. I'm glad the OP reported their experience to management at the MK. I'd hope the managers would realize there's a problem with their training and correct it.

It saddens me to hear that you were treated this way. I also can not believe what was said about people who have Autism. I think that's awful. It's like they are saying that we keep them away from others so we can keep our other guests happy.

That's how it struck me as well. Apparently there's more training needed beyond just who can get a DAS card.

 

[cynditech]

OP - I am so sorry that you had a bad experience. Hopefully the more that people share their experiences with managers and such - the more that positive changes will be made I'm sure there is just a massive learning curve on this new DAS (and, yes, we've used both). On our return (and during out trips) we shared our positive and negative experiences with Disney.

It saddens me to hear that you were treated this way. I also can not believe what was said about people who have Autism. I think that's awful. It's like they are saying that we keep them away from others so we can keep our other guests happy.

Actually, as a mommy to a child with autism - this is kinda spot on for us. For us with DS, that is when we encounter the most problems. We'll be in line, wall to wall people, and DS does not understand personal space (putting it mildly). He means well, but people do not respond well and are quite rude. So, it's usually best for everyone

 

[WheeledTraveler]

Actually, as a mommy to a child with autism - this is kinda spot on for us. For us with DS, that is when we encounter the most problems. We'll be in line, wall to wall people, and DS does not understand personal space (putting it mildly). He means well, but people do not respond well and are quite rude. So, it's usually best for everyone

The problem with the phrasing about it being for other people's comfort is that accommodations are not supposed to be about what makes a non-disabled person comfortable. I've met plenty of non-disabled people, even now, who were not comfortable with having me in the same lines as them just because I use a wheelchair. That doesn't mean I qualify (or should qualify just based on that) for a DAS. Accommodations are for disabled people for their needs and safety. As well, the phrasing suggests that the DAS is only supposed to be for when the effects of the disability impact other people in the line. There are plenty of reasons why someone might need a DAS (and qualify based on the rules) that have nothing to do with the experiences of others in the lines. There are plenty of reasons someone could qualify for the DAS that aren't sensory related, as well.

 

[Schmeck]

It saddens me to hear that you were treated this way. I also can not believe what was said about people who have Autism. I think that's awful. It's like they are saying that we keep them away from others so we can keep our other guests happy.

Well, that's what people here have been stating here on the DIS for years - variations of: "my son has autism and can't wait. He'll throw himself to the ground and have a fit if he doesn't get quicker access. See how people in the queue like that!" I'm sure guests have stated that when requesting the old GAC and DAS as well.

I'm still dubious about the actual issue. The CMs and OP seem to have different ideas of what a mobility issue is, and when someone doesn't get what they want/expect, the anxiety/displeasure/adrenaline rush causes selective hearing in some cases. Like when you are at the doctor's office and you hear the word 'cancer' - the mind kind of goes blank about some of the details, which is why doctors recommend you bring another person to the appt with you.

None of us witnessed the scenario, so I'm thinking of both sides. Yes, the CM might have said "we only issue the DAS to people with autism" or could the CM have said "we only issue the DAS for situations like people with autism have"?

 

[Danadanes]

Actually, as a mommy to a child with autism - this is kinda spot on for us. For us with DS, that is when we encounter the most problems. We'll be in line, wall to wall people, and DS does not understand personal space (putting it mildly). He means well, but people do not respond well and are quite rude. So, it's usually best for everyone [/QUOTE]

This is us too! In my first letter to Disney, I described what I expect SB lines to look like for us as follows:Here’s what Disney will look like now.
DS still stands way too close; he will touch peoples hair and clothing. He makes Car Noises without knowing it, and paces in about a 3 foot box constantly, flapping his arms. If someone accidently bumps him roughly, he will say “Hey! What’s all that horseplay? Cut it out!” aggressively. (paraphrasing Sherriff, the game Cars.) He will ask every person their birthdays, and how old they are. Also their hotel room number. Probably 10 times. Maybe 45. If he is out of sorts, he will make the angry bull noise and face from Mater’s Tall Tales – El Materdor.


So yeah, it is a lot about others comfort for us too!

 

[ttintagel]

While I agree that how a person with a disability's special needs may affect others shouldn't be completely ruled out of the equation, it sounds like the implication was that they were being made the first priority.

For instance, because of my visual impairment, there are some rides where it isn't safe for me to go through a dark regular entrance with sudden steps or an uneven floor because I might fall. Now, I always mention that when I fall, I might hurt somebody else as well as myself, but my MAIN concern if for MY safety, and I expect the CM's to share it.

 

[OurBigTrip]

OP, I agree that you weren't treated very well, and I wholeheartedly agree that continued training is needed for the CMs when it comes to the DAS, and to communicating with guests about its use.

 

[Disneychick75]

OP, if this was at the International Gate entrance from the Epcot resorts, I can tell you we had bad experiences with those cast members even with the GAC. They were snotty as heck. My daughter's friend had a brain tumor which made her sometimes lash out with her arms. Her doctor told us to explain this at Disney and ask for a guest card. The cast member said she needed a wheelchair and had bad a attitude. We took it, then threw it into the nearest garbage can. We went to Guest Services near Spaceship Earth and told the cast member the exact same thing. She got the card with no problem. We did not even know these cards existed until her mama told us what the doctor said.

We're going with my friend who has a son with autism. I'm curious to see what will happen when she requests the disability card.

 

[bookwormde]

It looks like EPCOT is having the vast majority of these issues, I am wondering if a (the) manager is putting his/her own spin on things or took an example in the training and made it the exclusive rule.

All it is going to take is one person videoing this type of event and then asking for the accommodation at the attraction and sending it to OCR and the retraining will become a priority.

The guidance clearly state that ADA qualification is not based on diagnosis, but on impact on areas of life, and that doing so arbitrarily is not allowed.

 

[StirlingSilver83]

Posts like this make me nervous. My son is on the spectrum as high functioning. I don't really like to use this diagnosis bc I don't want my son to feel labeled. He does have ADHD as well which is prolly more prominent than the asd. I was hoping to get him a DAS bc he does not like waiting in line and he does bother other people if he has to wait in line. I'm a little concerned and nervous about trying to obtain a DAS. Our first park is Epcot...hopefully we will be able to get 1 without any issues

 

[WantToGoNow]

Posts like this make me nervous. My son is on the spectrum as high functioning. I don't really like to use this diagnosis bc I don't want my son to feel labeled. He does have ADHD as well which is prolly more prominent than the asd. I was hoping to get him a DAS bc he does not like waiting in line and he does bother other people if he has to wait in line. I'm a little concerned and nervous about trying to obtain a DAS. Our first park is Epcot...hopefully we will be able to get 1 without any issues

Based on the ASD you will have no problem. The ADHD alone would probably not get one. No child likes standing in line and most children will bother others. You will need to be more specific with the CM on why he can't stand in the line than just not wanting to.

 

[Vidia2]

It looks like EPCOT is having the vast majority of these issues, I am wondering if a (the) manager is putting his/her own spin on things or took an example in the training and made it the exclusive rule. All it is going to take is one person videoing this type of event and then asking for the accommodation at the attraction and sending it to OCR and the retraining will become a priority. The guidance clearly state that ADA qualification is not based on diagnosis, but on impact on areas of life, and that doing so arbitrarily is not allowed.

After reading about this type of thing happening over and over I just keep wondering why there is no video at all. I get that not everyone videotapes every second of their trip but there's video floating around of everything else.

More difficult to understand is why no one that this has happened to has given a name of the CM who gave the information. So many people are upset enough to post here but don't get a name? If you need to contact WDW to try to get things changed, the most important thing it would seem, is to have a name. In fact, if something is going wrong, it would seem appropriate to write the person's name down in front of them. This isn't directed toward OP at all. I'm just wondering why not a single person has gotten a name over this issue.

Somewhat off topic, it does seem that WDW would think it's a smart PR move, if they're going to say that it's intended for kids with autism, to say that it's for "public safety" reasons. I'm sure they've read enough online to understand that the people complaining the most about "privileged" access are also the ones who are threatening to do whatever to kids who bother them or their children in line, autism or not.

 

[dreaming4disney]

OP here!

I wanted to share my experiences with people here just to inform. I know that I read the Disboards regularly and more so right before a trip.

I also hoped that some upper level management from Disney might also read the Disboards and see what had happened.

Some explanations:

-I used quotes because that is exactly what the CM's said.
-We did go through the International Gateway(not sure I would go there again)
- I don't know why the CM's thought my husband had a mobility issue- His issue is not visible and he is not in a wheelchair- His issue is very uncommon so maybe they couldn't wrap their heads around it
-I didn't take video- I wasn't expecting a problem and doing so never really crossed my mind

My personal take on the new DAS- maybe Disney is sending mixed messages to CMs as they try to streamline the new system. I really don't know. I was just relaying what happened to us

Disney, if your listening:

why not use a system where you give a set number of fast passes(more then 3) to be used in a day for those with medical issues. They could be used to go on all different rides or the same one over and over at any time of day. link it to the magic band(keep the photo ID) -people would be able to go on rides in a manner that fits their needs without the unlimited use from the GAC- maybe the number of passes would depend on the park and available number of rides…just a thought

 

[Vidia2]

OP here! I wanted to share my experiences with people here just to inform. I know that I read the Disboards regularly and more so right before a trip. I also hoped that some upper level management from Disney might also read the Disboards and see what had happened. Some explanations: -I used quotes because that is exactly what the CM's said. -We did go through the International Gateway(not sure I would go there again) - I don't know why the CM's thought my husband had a mobility issue- His issue is not visible and he is not in a wheelchair- His issue is very uncommon so maybe they couldn't wrap their heads around it -I didn't take video- I wasn't expecting a problem and doing so never really crossed my mind My personal take on the new DAS- maybe Disney is sending mixed messages to CMs as they try to streamline the new system. I really don't know. I was just relaying what happened to us Disney, if your listening: why not use a system where you give a set number of fast passes(more then 3) to be used in a day for those with medical issues. They could be used to go on all different rides or the same one over and over at any time of day. link it to the magic band(keep the photo ID) -people would be able to go on rides in a manner that fits their needs without the unlimited use from the GAC- maybe the number of passes would depend on the park and available number of rides…just a thought

DAS users already have 3 fastpasses a day like everyone else. In some cases they do get other accommodations. The additional accommodations which are essentially what you are describing are very upsetting to the people who don't get them and come to the boards to complain.

What you've described has happened so many times that it seems at this point that it's very deliberate on the part of Disney. Their exact words are being relayed to the very people who are the biggest complainers via the boards.

JMO, they aren't going to change anything at this point unless it's some minor tweak.

If you go back you should video tape it and get names so that you can appeal as an individual to the Disney company directly.

I don't think they make policies based on anything they read on the internet. I think they may make decisions on how their policies are presented/worded to appease the complainers or make justifications.

Enough people have complained about this that it no longer could possibly be a training issue.