Issue with GAP at Universal

[3DisneyNUTS]

I am sure this was just this Team member but it started our trip on a negative note. Which BTW we got over quickly it just stinks that it had to happen. You all know Chris' med history but for the newbies he had a stroke in utero was born missing 2/3rds of his brain and know is developementally delayed, has speech issues and epilepsy. His prognosis was brutal but defied many many odds. He appears more typical than not until you really interact with him you can see his issues. He is 5 and a Disney nut like his parents

As all you know Chris has uncontrolled epilepsy. We are on about a month of control during the day but he is having seizures in his sleep (new for him). The last vacation in Sept was really rough he had a ton of seizures about 7 a day. Disney gave us a pass to help us enjoy everything between the seizures. He had a blast even thorugh it all.

So we arrive for our first day at Universal at IOA and I went to the guest services to explain everything but in a needs term not a diagnosis way. The TM was so stuck on explaining things to me that he wasn't listening. I needed stroller as a wheelchair and explained the seizure issues. Now at this point I was not sure if Chris would have such a rough time like he did in Sept since the seizures are happening at night now but if he did I wanted to make sure we had a plan. So as I am explaining what happens with Chris the team member keeps bringing up the family centers at first aid. Those we don't need since we have a reclining stroller and Chris can sleep off the seizure in that. Moving him to a bed would upset him and make him think we were at a hospital. Sometimes the seizures make him sleep 2 hours also so having the option to just leave the park is sometimes better for us. That way we don't have to disrupt his sleep more than from the stroller to the car.

Anyway he wouldn't listen to me. Intsead of taking in all this information he was just spewing it back. Almost like he thought I was lying. Almost like he didn't want to hear it. Like I was asking for too much.

So of course because he wasn't listening I had to get technical. Now I HATE having to retell my sons birth story but I had no choice. He was so insistant that we use these family centers that we did not need. So here we go explaining it all to him. The whole enchilada. So the team member sees me upset now and says well we only give passes to autistic children you will have to rewait online if your son has a seizure. I then explained that that could mean we do nothing at all that day since my son has several a day.

Anyway I explained more to him through crying feeling my insides getting ripped out since I felt like he was making me beg. Although Chris is not autistic he has MANY similar behaviors but since it is stroke related it is not autism yet he has autistic children in the class and you cannot differentiate them from Chris and vice versa. But all because my main isuue is epilepsy it was like I needed to plead a case.

Anyway hopefully he understood because we were finally accomodated. I honestly don't think it was malice on the TM end just the lack of training. People are ignorant about disabilities and thankfully for the autistic population they have numbers so they have a voice. You say stroke in utero with developemental delay, speech delay and epilespsy and I might as well have spoken in greek. While my sons issues are basically identical (minus the seizures) with the autictic population.

So anyway I just wish that the TM would have listened to my sons needs rather than try to tell me what he he thought Chris needed.

Chris had a blast and the seizures were completely un noticeable. He did sleep alot in the stroller and his meds knocked him out for at least an hour to an hour and a half each day so I would definitely sufggest a 5 days pass so you don't have to rush.

We stopped at Target on the way there and rather than renting a special needs stroller (I forgot to set it up) we bought a costco geoby from target for $50. It was definitely too small for Chris BUT it held him he made himself comfortable in the recline and it was a lifesaver. The walk is a little long from the car to the park so that would have been killer with my 48 lb boy in my arms

Overall we loved Universal and they team members were great to Chris. Spiderman at the character breakfast was amnazing as was the cat in the hat!!!! We are definitely going back

 

[tacomaranch]

I am so sorry you had such a horrible time with the pass. I hate the crying on the inside feeling. My priest says when I get the feeling that I want to reach out and grab their throat, just step back and put my hands in a prayer position. Luckily the priest does understand that we get to that point.

I hope your next trip goes better and I wish you and your family all the best. Happy mothers day.

April

 

[3DisneyNUTS]

Aww thanks you too.... My problem is that I don't cry on the inside by that point it is coming out. I just wish we were any other family not having to worry about this stuff. That point of asking where I say, Hi my son is disabled.......... is just brutal! I mean I could just go on my way and pretend everything is normal and pray for the best but I know it would be a nightmare. I cannot stick my head in denial stand KWIM?

 

[Cheshire Figment]

If you ever run into someone like that again immediately ask to speak to a suparvisor and keep escalating. This will help in two ways.

One is it will get your problem taken care of propery.

Other is that the supervisor will be aware of the shortcoming of the original individual and be able to get that person to better understand needs (or have him transferred to a location without Guest contact).

 

[3DisneyNUTS]

If you ever run into someone like that again immediately ask to speak to a suparvisor and keep escalating. This will help in two ways.

One is it will get your problem taken care of propery.

Other is that the supervisor will be aware of the shortcoming of the original individual and be able to get that person to better understand needs (or have him transferred to a location without Guest contact).

Thanks. I wish I would have done that I just start getting so overwhelmed. Once I start crying I can't really think straight. Dh was trying to keep DS occuppied but he wanted to go up after the fact. It was just a crummy way to start things off KWIM?

 

[phamton]

I am so sorry for your experiences. You are not supposed to be asked medical information at Guest services at Universal. That is against policy there. Here is the email to guest services: GuestServices@universalorlando.com

Please email them with either a copy of this post or any other information. If you know the name or description of the team member it will help also. If not, just give the date and time and what park you were at when you went to get the GAP pass. Also let them know if it was in the lobby or at the Guest Service window.

Hang on to your GAP pass from your last visit and just show it for the next visit and no explanation will be necessary except to tell them you need it reissued.

 

[ziggy14]

Would someone please explain what a GAP is at Universal?

Thank you.

 

[phamton]

Would someone please explain what a GAP is at Universal?

Thank you.

Universal has GAP (Guest Assistance Passes). You do not need a doctor's note-- just be able to tell them what assistance you need at Guest Services.

Both parks are ADA compliant and, as such, are wheelchair accessible. There are several types of GAP offered:
Stroller as a wheelchair (you an take your stroller right through the line without transferring to a wheelchair)
Show GAP (Special seating at shows--usually right up front--mostly for visually or hearing impaired)
Stairs GAP (for those rides that have stairs in the queue, you can use the elevator)
Familyroom GAP (where you wait in an airconditioned room with a few other family members while the rest of your family goes through the queue--then you join them at the front of the line)
Express GAP which is essentially like a fast pass at Disney all day for all rides (6 people maximum)
VIP Gap (back door access--mostly for Make a Wish Kids or Give Kids the World)

 

[ziggy14]

Phamton, thank you for your fast response.

 

[Daydreamer64]

PHAMTOM-

maybe you can explain what happened to us so that we might be able to understand what we need to do next time that we visit USF....

Hang on to your GAP pass from your last visit and just show it for the next visit and no explanation will be necessary except to tell them you need it reissued.

Just a quick question- we visited USF a few years ago and I had emailed a detailed letter before hand about my son's health issues and I was assured that we would get a GAP, we were even issued a number in the email to give to Guest Services -I'm sure that this was unusual as they also called to offer us tickets through a special groups' kindness because my DS's issues are so life threatening that most kid's, with his disabilities, death rate is an average of ten years. We arrived and indeed we were issued a GAP that allowed access to the express line . The card said VIP on it but we toured on our own schedule. We did not take the offer for the tickets because we had already purcased them and we left those tickets ect... for families that can't afford to go otherwise. I guess we offended them or made them think we were just taking advantage because we didn't accept their offers because the next visit, 2 years later, was a different story- the Guest Services person typed something into the computer after I told them that we had a GAP and my name.

That next visit -two years later- I emailed the park again to have them pre-issue a number for my pre-arrival comfort level because there is no way that we can tour if we have to go all day- he needs CPT and other daily care that requires that we rest often and retire to the resort for most of the day. They said that they didn't email numbers for a GAP and that I should go to Guest Services at the park entrance.

I went with the old card and the emails that I had from the first trip assuring us that he did indeed have access to a GAP and told them our issues- they denied us a GAP- They said that they no longer issued them any more- his issues hadn't changed and had in fact gotten harder to handle! We were very sad to have traveled that far, spent that amount of money to find out that we couldn't enjoy but a few rides each day. We don't feel that we are owed anything but we really appreciated the offer to allow us a bit of time saved when our days are much shorter then other park guests due to DS's medical issues.

So, was the card issued a true GAP? because they didn't even acknowledge it as a GAP?? We did have some back stage entrances like at Shrek and a few other places after I showed the card on our first trip. I know about the VIP tours but this was free and we used it at the rides and shows and were never asked what it was?

Just wondering if you could shed some light on the issue-=we were able to save up enough money for the next trip to stay at RPR for a few nights but it was hard with his medical issues and that fact that I can't work for all of the time and care that I have to give to him. Of course staying on property gave us the same benefits as the pass did but I know we won't be able to stay on property any more due to room/cost restrictions since we have added a third son this year to our family.
Thanks for the help!

To the OP_ I hear you - I felt the same way after my last encounter with GS at USF- I felt embarrassed and humiliated to have been on bended knees trying to explain our needs and I also recieved the "not hearing/understanding/or caring" attitude that you had experienced. My DS was getting very upset because he was old enough to understand that Mom was sad because of what he thought was "his fault".

 

[phamton]

The VIP GAP is only given for Make a Wish or Give Kids the World now. Since you only had that, I bet that Guest Services didn't know what to give you instead. VIP GAP is almost always issued ahead of time and almost always given to the guest while they are at the Give Kids the World Village, etc. They are probably only given out once a week or less for the thousands of guest who come to the park. They are technically called GOLD GAP and are very rarely given out so asking for one on the next trip isn't usually an option. Guest Service can't issue those even for medical reasons unless it is from Give Kids the World, etc. Years ago they did give them out but now it is only under special circumstances such as MAW or GKTW. Believe it or not the Express GAP is better for disabilities. Gold (VIP) GAP requires the ride attendant to call a supervisor to come down and escort you through a backdoor entrance. This usually takes more time as you are waiting for a supervisor at each ride. With Express GAP you just enter through the express entrance.

The Express GAP works like the FOTL hotel key. It honestly is better for your needs. Next time, ask to speak to a Senior coordinator at Guest Services if you don't feel your child's needs are being met. You could get an Express GAP and a Family room GAP or any combination of GAPS. The Express and Family Room works well as you can take your child right to the family room while the rest of your party goes through express entrance. Once they reach the loading area of the ride, you can join them. Thus you won't be standing in any line, not even Express line.

 

[michelle9343]

I had exactly the same experience at Universal 3 years ago. I have not even attempted to go again. It seems like autism is the "buzz" word that TM's understand. My daughter is like being autistic plus a multitude of health issues on top. I am happy that the world has gotten a education on autisim but it is sad that if your "lable" isn't autisum people can't understand that you can have the same needs and then some. Just wanted to send you a and let you know I completely understand.

 

[3DisneyNUTS]

Thanks Michelle and thanks phantom for all of your knowledge.

 

[SueM in MN]

I had exactly the same experience at Universal 3 years ago. I have not even attempted to go again. It seems like autism is the "buzz" word that TM's understand. My daughter is like being autistic plus a multitude of health issues on top. I am happy that the world has gotten a education on autisim but it is sad that if your "lable" isn't autisum people can't understand that you can have the same needs and then some. Just wanted to send you a and let you know I completely understand.

Sending too.

Our last trip to Universal was many years ago, but our experience was similar, so we have not gone back.
The thing I have seen on this and other boards is that people with children on the autism spectrum generally report they were treated wonderfully and have no complaints. In some ways the Express Entrance and the air conditioned family rooms are much superior to what WDW has. And, the Universal/IOA Rider's Guide for Guests with Disabilities is a textbook of how it should be written.

But, the problem we had and the problem other people have reported was that the response to someone using a wheelchair or mobility device seems to be only to address that, even when the guest or responsible party is asking for assistance with other disability issues (unless the guest also is autistic).

Again, I want to mention that our last trip to Uniersal was many years ago. When we arrived at the park, we went to Guest Services and were told that since our DD had a wheelchair and the lines were wheelchair accessible, we did not need anything else (and if we did, we should ask the CM at the ride). We asked the CM at the first few rides if we could wait in a shaded place out of the sun and if it would be possible for DD and my husband to wait out of the line and join other DD and me as we got up further in line (we explained her needs that led to the request). We were given the "our attractions meet all ADA guidelines for wheelchair accessibility and that is all we are required to provide" spiel (and I do mean spiel, because the CM at Guest Relations and each CM at each attraction gave basically the same reply, using that same phrase. It was like they were told, if someone using a wheelchair asks a question about accomidation, this is the answer, no matter what the question is).
One CM told us that if we needed something else, we needed to go to Guest Services because all they could offer us at the attraction was an accessible line. We went back to Guest Services and got the same "our lines are all wheelchair accessible......". I honestly don't remember if we talked to a supervisor or not, because it was a long time ago, but it left a bad taste in our mouths and we did not go back.

Fast forward to now and the OP is reporting basically the same issue that we experienced many years ago. I think the plan that Universal has, as outlined by phantom is great, but there are problems in execution. On our long ago visit, we did find some individual CMs at attractions who were great, but in general, their hands were tied without a GAP. Because they saw only the wheelchair and didn't listen to what else went along with the wheelchair, the CMs at Guest Relations would not give us one.

 

[3DisneyNUTS]

God Sue I am sorry you guy had a similar experience too

Now there are two solutions....
lie and say your child is autistic but that is not the way to teach people to get needs met. Basically my son could be classified autistic but in essence it isn't REALLY him. His issues are product of the stroke even though they are similar to those on the spetrum.

Or write...
I am going to write guest services and see their response. Maybe my letter will help them accomodate disablities better. Who knows but if I explain the brain disorder similarites maybe they will make a section in their training on that and group it together with the autistic accomodations KWIM?

 

[Daydreamer64]

The VIP GAP is only given for Make a Wish or Give Kids the World now. Since you only had that, I bet that Guest Services didn't know what to give you instead. VIP GAP is almost always issued ahead of time and almost always given to the guest while they are at the Give Kids the World Village, etc.

-They acted like they didn't know what to give us-you are correct there!

They are probably only given out once a week or less for the thousands of guest who come to the park. They are technically called GOLD GAP and are very rarely given out so asking for one on the next trip isn't usually an option.

--We didn't know what we had and didn't ask for back door entrance but we asked if they had an Express GAP like the one that we got from WDW (fast pass). They said they didn't give GAP's any more???

Believe it or not the Express GAP is better for disabilities. With Express GAP you just enter through the express entrance.
The Express GAP works like the FOTL hotel key. It honestly is better for your needs.

We found the room key to work wonderfully for us- the Express GAP is what we needed and tried to ask for but I guess we didn't make it clear as to what his needs were - we had the origional email responce from USF as well as the VIP card and I didn't know how else to express our needs. Even if we stay off site we can do his CPT and so on in the family van- he's also immunosuppressed so he has to wear a mask and wearing a mask all day rubs his face raw especially in the heat of summer- it's a real challenge to try to vacation with him but we want him to have as normal of a life as we can as long as he is able to participate- his disabilities are all hidden so we face lots of stares and questions when he suddenly gets ill. People say things like "He doesn't look ill?!" and other hurtful things. People also sometimes shy away from us because they don't want to stand next to a kid with a mask on in case he is contagious- you can't catch his problems because it's immpossible as his health issues stem from an inhereted disease. I get sick to death of explaining to people why he is wearing a mask and how well he looks is extremely decieving.

Next time, ask to speak to a Senior coordinator at Guest Services if you don't feel your child's needs are being met. You could get an Express GAP and a Family room GAP or any combination of GAPS. The Express and Family Room works well as you can take your child right to the family room while the rest of your party goes through express entrance. Once they reach the loading area of the ride, you can join them. Thus you won't be standing in any line, not even Express line.

Thank you so much for taking the time to explain this to me. He just asked last night if we could go to USF if he is able this summer and I told him that we couldn't because I don't want to go through what we did the last time without a GAP or room key- it broke my heart to have him think that it was his fault that we couldn't ride but a few rides and had to go to the resort and rest. I won't make any commitments until I am sure that he can be accomidated-

 

[phamton]

The best solution may be to email guest services and explain the situation. That way you won't have problems when you go. The team member can just pull up the information on the computer.

 

[Absimilliard]

Mom has back problems along with other disabilities... at WDW, we get the GAC with alternate access. In 2003, we got to IOA and were told at guest services the "lines are ADA accessible, you don't need anything else since you got a wheelchair". We let it go, have near accidents in a few "ADA lines", etc.

We go back last summer, explain the issues we had 2 years ago at Guest Services and are told... "We spent millions of dollars since your last visit to make all our lines ADA accessibles, you don't need anything". I was furious! We were either: lied to in 2003 or lied now! I asked for a supervisor but instead... he just gave us the express GAP to avoid calling the supervisor, I guess. We had a fine day... but I'm probably never going back to Universal. Six Flags and Hersheypark were a lot better than them.

 

[phamton]

You know what's strange? My sister came to visit me a few weeks ago. She has been undergoing treatment for breastcancer and had just finished chemo. Her stamina was nill but she still wanted to hit the themeparks. I stopped by Epcot Guest Relations the first day and explained the situation. They could see that she was bald and not looking too great. All they suggested was that we rent a wheelchair and wouldn't give any kind of GAC unless she got a wheelchair. She really didn't want a wheelchair, just a place to wait out of the sun and heat if the lines were long. But she was given nothing. It worked out OK as we took it easy and utilized fastpass.

We went to Universal and she told them of her stamina issue and she was given an Express GAP. I had her go in without me as I know some of the people there and didn't want special treatment. She had no problem getting a GAP at Universal. We only had to use it once though as the parks weren't very crowded.

 

[JenJen]

I have never had a problem at universal but I go to the one in Hollywood. Maybe that is why.