Improving Accommodations at Disney: A Positive Thread

[KPeveler]

I wanted to start this thread after seeing a couple useful things lost in other threads...

Something we have learned about Disney is that they DO listen to suggestions (if they are reasonable and legal and such). So I want to come up with a list of suggestions we might have that may make things easier for people with disabilities to enjoy Disney. With the increase in scooters and wheelchairs in recent years, some things just are not working as well as they should/could.

I want to have a list of POSITIVE things that we can think of to suggest to Disney. Then I suggest that everyone who feels strongly about one or more of these suggestions WRITE to Disney. They WILL listen, but only if we tell them!

Here is my first suggestion:

Ask each guest using a wheelchair or scooter if they are able to transfer to a regular seat. If the answer is yes, then the CMs in each theatre should have a plan and know how to implement it to get the guest to a seat and move the scooter/wheelchair out of the way. This may mean changing a couple of entry/exit procedures, but it is better than guests with wheelchairs having to wait for 3-5 shows to even get in!

They currently do this in DL at the Aladdin show, and it works rather well. I notice that at least 60% (guess) of guests with mobility devices park them and walk in or have their family member or CM move them after they are in a regular seat.

I do NOT want this thread to turn into complaints about Disney, nor do I want there to be a debate or lots of negativity. Obviously discussing the issue is fine, but I really want this to stay positive. Disney listens to guest complaints, but combining those complaints with suggestions or praise of certain procedures may work a little better.

What do people think?

 

[uncle duck]

Thinking

 

[peemagg]

Most of the things that I have seen to improve accommodations deal mostly with training of the CM's and Disney enforcing their own rules.

I think if the CM's were trained properly on the handling of people with disabilities and their equipment things would go smoother for all. Such as knowing the difference between a ECV and a powerchair, and who needs to transfer and who doesn't.

As far as transferring to regular seats, I think it is a good idea as long as the CM's understand that some who use a ECV can't transfer due to their condition or seating type (i.e. benches without backs). They also have to realize that there are people in wheelchairs who can transfer also. Not your in a ECV you have to transfer, or your in a wheelchair, you get to stay in it.

Just putting backs on benches in shows might be enough to free up space for those who can't transfer.

Also the phasing of the question when asked could make a world of difference. If I am asked "Can I transfer?" Then the answer most of the time would be yes. If I am asked "If I am staying on my scooter?" then I would more than likely also say yes (the seat of the scooter is most always more comfortable than say a bench). If the Can I transfer question was asked and then followed up by then sit here and your scooter (or wheelchair) can be placed here, I would do it if my body allowed at that time. I think many others are in the same situation, and it doesn't matter whether it is a person in a wheelchair or ECV. If the question and response from the CM is phased right, then it would free up more space for those who can't transfer. I know in the past if I was asked if I could transfer I most always said "yes", but given the option to stay on my scooter I most of the time did.

I do believe that many are not willing to give up their wheels, because there is no real safe place to put our much needed, expensive equipment. I don't think putting them in the stroller parking is a good answer. If there was a covered, safe place for our equipment (not a guarded one, but one not in the open for everyone and their brother to get at), more would be willing to transfer to seats to free space up for others.

I also think that if you are at a show and turned away from the show because of space issues, then you should be given a pass that automatically puts you ahead of others who are waiting for the next show or two. Kind of like a fastpass where they tell you to come between these times and you are guaranteed a space for that show.

 

[KPeveler]

Peemagg -The wording is everything. The CMs ask everyone, even me in my clearly custom powerchair.

I am almost always asked "Do you need to remain in your wheelchair or can you transfer?"

Most of the people parking their scooters outside are people with rentals, either park or off-site.

The CMs I have encountered never argue with anyone when they say they need to remain in their wheelchairs/scooters.

I agree training is a big issue, but perhaps if we notice CMs regularly ignoring one point of their training, we can write to Disney about it, which makes them more likely to fix it. (I am thinking here of the issue of kids on laps on scooters)

 

[goofieslonglostsis]

Personally I could see a real difference in demand for the limited accessible transportation features if WDW would go back to comparable rental prices for their ECV's compared to outside renters. This way those that can still manage the distance around resorts and to the parks can do without having to navigate an ECV on the bus (can imagine that being a pain in the rear for many) and not be hit with the insane price WDW is charging now.

They could even come up with a system where they would "discount" the current rental price to (about) match outside rental prices for guests staying onsite. This way there is also something "in it" for Disney themselves. For them it's an other of the many incentives they use to draw guests to stay onsite. As the transportation system profits most of guests that only need an ECV in the parks not taking them onto the resort-part transportation, it would also make sense on that subject to aim towards resort guests.

Extra benefits;
- WDW controls the ECV's and thus knows their rentals are in good shape. With outsourced rentals they'ld have no idea of knowing what the state of upkeep of said ECV is
- WDW would own a higher percentage of the rental ECV's used within the parks and can thus actually "police" them if need be in cases of dangerous driving or whatever might occur

For the guests needing a rental ECV it would come down to still being able to decide based on their needs and desires if they'ld rent offsite or onsite as they'ld then be faced with prices that are simular from either option.



Peemag; for various shows they're already been handing out such "turned away before while still space left for abledbodied guests fastpasses". I've had them given to me at FOTL, Nemo, Tikiroom and one other show I can't remember. Not sure if it's policy or depends on the CM on duties mood, but I had it happen more often than not. That or they'ld "magically" make room after first telling me "sorry no more room, we hit our max". On those times it always came down to somebody transferring out of their ECV (being told to wait for a moment, 5-10 minutes later seeing an ECV being taken outside and me being escorted in basically is like going 1 + 1 = 2 ). Which could make you wonder if the CM's on duty did actually ask the transfer-question to begin with and how said question was worded.

 

[goofieslonglostsis]

New rides/shows also need closer looking into these things. I can totally understand there being stairs in some rides at MK. But why not come up with a way to build a brand new ride like TSM without stairs?

It's brand new, they new the high demand for accessible features, why put in stairs? It only puts a higher demand on the accessible 2nd part of the queue for those that can manage lines but not stairs. Each individual they can integrate into the main line means one individual less to put demand on the accessible features. Eventhough most that can navigate lines but not stairs will not require an accessible vehicle, they now do have to be processed through the accessible system. Which in return puts more pressure on the whole accessible system, including those that do need an accessible vehicle.

No way of really proofing it (got no WDW in my backyard to experience with, alas ) but I'm a firm believer that the more mainstream each line, ride and show is, the less accessibility features are needed, the shorter the wait for all, regardless of having a need or not.

 

[peemagg]

I think that many spaces would be more accessible to others if Disney just put backs on the benches of their shows. Many who use a scooter have said that many of the shows they went to they had to stay in their ECV because of no backs on the benches. They need that support in order to be comfortable. Shoot if they put backs on all their seating everyone, handicapped or not would be more comfortable.

You really hit on something with the buses Goofieslonglostsis. I agree if Disney made their prices more affordable like other companies are doing and had more ECV's, there would be a lot less people needing the space on the buses. This would definetly make things better on the buses. It again would make everyone more happy. The handicapped that need the access can get it and the others (able-bodied) will be happier without having to wait with so many wheelchairs or ECV's to load.

 

[Talking Hands]

I agree that CMs need much more training in dealing with guests with disabilities. A few castmembers can be darn right nasty if you have more than one need (ie mobility and hearing). It's like they feel they've dealt with that guest and turn away before you can ask for the 2nd accommodation. And they are unable to deal with people who forget and use sign language or Sim-com.
Making all lines more accessible but also understanding that some of us do freak out in tight situations like lines.

 

[krisnme]

I would love to see the Disney water parks find a way to be more accessible. My DS has mild CP, he can walk a little but tires easily. He would love to go on all the water slides, but can't make it up the stairs. Last year it took us 45min to get up one set of stairs for the raft ride and it took all of his energy. many people were kind and encouraged him as he slowly climbed. He gets bored with the river and wave pools. We won't bother to go again.

 

[lovetoscrap]

With the idea of the theater seating and transferring, CM education and perhaps in some cases more space allowance for transferring out of the ECV or wheelchair but NOT parking it outside. I always ask if I can just park it along the wall out of the way. If I park it outside and walk in and then walk back out and get it by about the 2nd or 3rd time I will be done for the day-- it is too much for me. Even just having someone take it out after I am seated still means that I have to walk to it (and find it!) at the end. And it is not practical to remain seated while someone else goes and gets it and tries to bring it back to me.

Obviously this can't be what is offered to everyone-- no idea how you "police" who really needs this? GAC stamp maybe? Okay for personal or outside rentals but not WDW ones (they are just too big!)--probably not legal though? I want to transfer in most places but if it means parking outside, walking through the que, possibly standing and waiting, and then walking back to my scooter it is not an option. Many of the theaters really do have enough space to park along the sides (not sure how much clearance they need for fire codes?) but CM's need to know if this is an option.


Also, those darn ECV's WDW has are just to flippin big! Get rid of the grocery cart basket, streamline them down, and make them easier to drive. The switch that has to be pushed for forward and reverse is really a pain and for newbie users in that environment I think it contributes to some of the issues. While I am all for comfort with an ECV, I think they have gone a little to far on the comfort side, and left the practical side. People don't need an armchair to tour the parks. A basic ECV made with some sturdy materials should be enough.

Actually I think maybe they should consider bringing in an official outside contractor and get out of the ECV rental business. They already have Buena Vista scooters at DTD, why not give them or another company a contract for all the parks. Let them set the prices to the area going rate and rent at the parks by the day or the week (but you turn it in when you leave the park each day). Use the "regular" ECVs and they can figure out how much inventory they need and maybe even transfer things to different parks on busy days. Make sure there are enough transfer wheelchairs around the bus areas to help those that need assistance to get to the rental area, and I think you would see the transportation/ bus issues get much better and the scooter congestion at some of the resorts.

 

[LockShockBarrel]

What about something like CM's that act specifically as liasons for those with disablities? Ones that can be contacted, either at the park or through a phoneline, that would be able to provide park/ride accessibility and trip planning. These CMs could be educated further than typical ones, and learn what typically works for those with autism, service animals, wheelchairs and ECVS, and assist those with issues on things that the typical CMs may not be entirely familiar with or know at all.

Disney is great on CM education, but I do think they need to push it farther. I've posted on here before a situation that occured at Dinosaur. I was with someone with a guide dog, and we approached the CM at the entrance, with a GAC (we got it just in case and we asked for it a couple times) and this CM could not get it through his head that we both needed to go through the line WITH the dog and board seperately so that someone was with the dog at all times. He kept trying to send us seperately through the FP line, but got confused when I said "He (the person I was with) can't see! He can't get through that line by himself!" Finally another CM came over and helped, and immediately sent us both, with the dog, through the FP line. I understand that not every situation is the same, and maybe what the procedure he was trying to tell us is what happens with other type of service animals, but he was not being helpful and was getting a bit snippy when I told him what he was offering us was not going to work. That type of situation could be prevented through further education.

 

[goofieslonglostsis]

And it is not practical to remain seated while someone else goes and gets it and tries to bring it back to me.

Why is that not practical? Not trying to be harsh here, but for many it's the only option to do a ride or show and they do not blink twice about doing it that way. If "need be" CM's will do this. Does it take some more time? Yep it does, but then again that's nothing new.

 

[mickey&minniealways]

There needs to be more places/shelters for people with autism, aspergers, sensory issues that need some downtime after a meltdown or getting over a stressful situation etc. More then just a bench but a comfortable place with calming colors etc.

 

[lovetoscrap]

Why is that not practical? Not trying to be harsh here, but for many it's the only option to do a ride or show and they do not blink twice about doing it that way. If "need be" CM's will do this. Does it take some more time? Yep it does, but then again that's nothing new.

If the scooter is left outside of a constantly running show (like Voyage of the Little Mermaid, Muppets, Monsters Inc etc), by the time DH (or a CM) could get outside, get the scooter and swim upstream against the crowd to bring it back to the theater to where I am sitting the doors would be closed and the next group coming in. Usually I sit and wait until the theater empties anyway and even getting on my scooter parked along the side the next group is surging in and the exit doors have closed. It would also be difficult for DH to drive it outside and park it and them come back in. They are set up for those on foot (or on wheels) to all come in and sit down and then get up and leave as one group, not for stragglers or someone to come back in.

This is just the experience that I have had. I have also found it very rare that a CM will even give me an option for them to take my scooter. They just tell me to remain in it, even if I want to transfer, or to park it outside and walk. I usually have to insist that I want to park it on the side and transfer. Since it is my personal scooter I would be a bit more wary of them taking it out anyway and would want DH to do it whenever possible.

I almost always prefer to transfer because I want to sit with my whole family.

 

[KPeveler]

If the scooter is left outside of a constantly running show (like Voyage of the Little Mermaid, Muppets, Monsters Inc etc), by the time DH (or a CM) could get outside, get the scooter and swim upstream against the crowd to bring it back to the theater to where I am sitting the doors would be closed and the next group coming in. Usually I sit and wait until the theater empties anyway and even getting on my scooter parked along the side the next group is surging in and the exit doors have closed. It would also be difficult for DH to drive it outside and park it and them come back in. They are set up for those on foot (or on wheels) to all come in and sit down and then get up and leave as one group, not for stragglers or someone to come back in.

This is just the experience that I have had. I have also found it very rare that a CM will even give me an option for them to take my scooter. They just tell me to remain in it, even if I want to transfer, or to park it outside and walk. I usually have to insist that I want to park it on the side and transfer. Since it is my personal scooter I would be a bit more wary of them taking it out anyway and would want DH to do it whenever possible.

I almost always prefer to transfer because I want to sit with my whole family.

Disney would have to change entry/exit procedures for this.

Sometimes it is just going to take a minute. For example, I often do the parks solo, and when I ride Soarin, I transfer to the seat and then the CM moves the wheelchair out of the way. Soarin is one of those rides where they move people out very quickly once it is over, and sometimes I am just sitting there waiting for a CM to remember that I need my wheelchair - they DO get it, it just takes a minute.

What I would do, if I were the CMs in most shows, is have the people in CMs who can transfer go to the "exit" side of the theatre and then transfer from the exit side. That way the ECV is right there at the exit and either a person can walk to it, get a family member to get it, or wait for a CM to get it.

This would work for Muppets, American Adventure, CoP, and Philharmagic, just off the top of my head.

It would just be a new procedure but at the Aladdin show in DCA, you keep your ECV/wheelchair all the way through the line/wait and they park it in the entry way of the theatre. The current procedure in Florida may not work for this idea, but things can be changed.

Of course, if people are unable to transfer for whatever reason, they should stay in the wheelchair or ECV. I just know a lot of people who would rather sit in something OTHER than the back row, and it would leave more spots open for people who cannot transfer.

 

[toocherie]

You really hit on something with the buses Goofieslonglostsis. I agree if Disney made their prices more affordable like other companies are doing and had more ECV's, there would be a lot less people needing the space on the buses. This would definetly make things better on the buses. It again would make everyone more happy. The handicapped that need the access can get it and the others (able-bodied) will be happier without having to wait with so many wheelchairs or ECV's to load.

Also, those darn ECV's WDW has are just to flippin big! Get rid of the grocery cart basket, streamline them down, and make them easier to drive. The switch that has to be pushed for forward and reverse is really a pain and for newbie users in that environment I think it contributes to some of the issues. While I am all for comfort with an ECV, I think they have gone a little to far on the comfort side, and left the practical side. People don't need an armchair to tour the parks. A basic ECV made with some sturdy materials should be enough.

First of all, I agree that Disney's ECV's are too big and bulky. (I wonder if they would be allowed on the busses--they are very big!)

Second, rather than have wheelchairs available at the busstops (which I think would create a lot of logistical nightmares) why don't you have the ECV rental place closer--i.e., not through the gates which can be quite a jaunt.

Finally, have a system in place where you can rent a length of stay ECV--and have it available at the parks. One issue for me is that we are not rope drop people--and if I got to a park at say 10-11-12 there may or not be an ECV available for rent. Instead, if you had a length of stay pass with maybe designated days for different parks then you would be "guaranteed" that when you got off the bus an ECV would be available for you in that park. I know there are issues with that if you want to park hop, etc. but trying to think of positive solutions at this point!

Finally, I know some of the Disney busses have the feature where they can lower--they need to do this each time because I have trouble stepping up.

Even then there are other issues--like if you are at a large resort getting around the resort would be an issue without an ECV.

 

[KPeveler]

First of all, I agree that Disney's ECV's are too big and bulky. (I wonder if they would be allowed on the busses--they are very big!)

Second, rather than have wheelchairs available at the busstops (which I think would create a lot of logistical nightmares) why don't you have the ECV rental place closer--i.e., not through the gates which can be quite a jaunt.

Finally, have a system in place where you can rent a length of stay ECV--and have it available at the parks. One issue for me is that we are not rope drop people--and if I got to a park at say 10-11-12 there may or not be an ECV available for rent. Instead, if you had a length of stay pass with maybe designated days for different parks then you would be "guaranteed" that when you got off the bus an ECV would be available for you in that park. I know there are issues with that if you want to park hop, etc. but trying to think of positive solutions at this point!

Finally, I know some of the Disney busses have the feature where they can lower--they need to do this each time because I have trouble stepping up.

Even then there are other issues--like if you are at a large resort getting around the resort would be an issue without an ECV.

It sounds like you really do need to have an ECV for length of stay, but I know people who say "I wish Disney rentals were cheaper, I would just rent at the park." None of the suggestions we have come up with will solve the problem but even if they just help a little, it is a start.

 

[toocherie]

It sounds like you really do need to have an ECV for length of stay, but I know people who say "I wish Disney rentals were cheaper, I would just rent at the park." None of the suggestions we have come up with will solve the problem but even if they just help a little, it is a start.

I think there are three main impediments to renting from Disney: (1) price, (2) guaranteed availability and (3) distance from bus to rental place at the park.

 

[Bete]

For at least 10 years we rented from Disney World. When the price sored a few years back I stopped doing it from them. I actually liked renting from Disney. I didn't want a scooter in our room and I didn't want to charge the batteries every night with an outside rental. I had a breakdown once and a CM got me a new scooter in about 30 minutes; try getting it that fast from an outside vendor if something goes wrong. I would pay maybe $5 more a day for a Disney scooter over an outside rental, but I will not pay what they charge, now.

And I absolutely dread taking a bus/monorail with a outside scooter rental. I still don't have the hang of it to park it correctly for the lockdown part on the bus. I don't like the fun of putting one in a car trunk, either. I would rent at the parks if it was cheaper and if you could get a weekly rate or whatever. I would struggle walking around the resort if I had a better price option and availability at the parks for a scooter. Most of us scooter people don't want to be on one all day long, anyway.

What I am wondering now is if these outside scooter rentals give a cut to Disney at their resorts for handling them. I just can't imagine Disney doing this out of the kindess of their heart. Heck, we may see a handling charge for this in the future. They are starting to do delivery charges for packages; so, can scooters be far behind?

Disney may not want to maintain a larger fleet of scooters. I would assume if price came down there would be more needed. It could be a space consideration, as well. They may be maxed out at this point. Also, I don't think Disney wants to take any chances (liabilty factors) with renting out the smaller, travel scooters and such at the park. This would make it difficult for them to be competitive. They have larger scooters for the safety factor and also because they will fit many different size people.

I think Disney should find a way to zap us all from one area to the next at our command.

 

[krisnme]

There needs to be more places/shelters for people with autism, aspergers, sensory issues that need some downtime after a meltdown or getting over a stressful situation etc. More then just a bench but a comfortable place with calming colors etc.

We have always used the baby centers for this. They are cool and usually have nursing rooms with rocking chairs. At AK DS had a melt-down and we went to the medical center and had a nice quiet rest. they also helped with the sunburn on his knees which caused the meltdown. Then gave him a front of line pass for 1 ride of his choice. very nice.