Mobility scooter and Disney bus incident...

[Selket]

The man kept a hand on his ECV the whole time. The woman didn't and it kept rolling into the aisle before she grabbed it and pulled it back.

Those look like rolling missiles lol. Seems like they'd be heavy with the batteries and hard to hold onto to keep from rolling but maybe there is away to secure them I don't understand? Thinking about one of those getting away from someone and crashing into another person's knees or feet - ouch. Not having seen them, seems like it would be better to have them left open and tied down like a regular WC or ECV so that they are secure on the bus...but maybe they aren't as heavy as I think.

For the OP I'm wondering if the bus driver thought the guy had a fold up stroller - seems like he was treated like someone with a fold up stroller that the driver thought was in the wrong spot and just wasn't very nice to him.

 

[O43OBJM]

Those look like rolling missiles lol. Seems like they'd be heavy with the batteries and hard to hold onto to keep from rolling but maybe there is away to secure them I don't understand? Thinking about one of those getting away from someone and crashing into another person's knees or feet - ouch. Not having seen them, seems like it would be better to have them left open and tied down like a regular WC or ECV so that they are secure on the bus...but maybe they aren't as heavy as I think.

For the OP I'm wondering if the bus driver thought the guy had a fold up stroller - seems like he was treated like someone with a fold up stroller that the driver thought was in the wrong spot and just wasn't very nice to him.

You are right, they are rolling missiles. That is why I have always sat with one handicap seat up with my folded scooter placed there, tied down with the hooks and straps and I sit in the seat next to it.

The bus driver couldn't have thought anything because he was directly told what it was, twice. Just willful ignorance and violation of federal law.

 

[O43OBJM]

I see a lot of people on here saying it was confusion/misunderstanding, etc. The driver was clearly told that I was disabled and had a mobility scooter that needed to be wheeled up the ramp and secured in the designated securement area. He wad told this twice. Also, if he thought it was just a stroller, why not tell me to get in line? Why have me still wait in the handicap area? The bus was absolutely empty, yet zero accommodation was made, the driver failed to assist me with using the bus ramp, handicap seating, and securement device, and failed to ask people in the handicap area to give up their seat. All spelled out clearly in the ADA as lawfully required by the driver to do. The law is written for the transportation provider to follow, not me. All I have to do is show up disabled and communicate my needs.
If the bus showed up full or even with just people already on it, sure; I understand and will wait for another bus.

 

[lanejudy]

I had filed a complaint immediately. The response came back that they couldn't reveal what was done, that they would handle it internally.

Not unusual -- HR actions are not typically shared publicly. It may have been a retraining situation, or maybe just getting the driver's perspective of what happened. As suggested, it seems most likely the driver was confused about what accommodation you needed.

As to the confusion … none of us can say what the driver did or didn’t understand from the discussion with you. I don’t think it’s all that common for a folded scooter to be secured, so that could well be a point the driver didn’t understand clearly. If you plan to secure the scooter anyway maybe there is no need to fold it.

 

[Evita_W]

Not unusual -- HR actions are not typically shared publicly. It may have been a retraining situation, or maybe just getting the driver's perspective of what happened. As suggested, it seems most likely the driver was confused about what accommodation you needed.

As to the confusion … none of us can say what the driver did or didn’t understand from the discussion with you. I don’t think it’s all that common for a folder scooter to be secured, so that could well be a point the driver didn’t understand clearly. If you plan to secure the scooter anyway maybe there is no need to fold it.

Yeah, generally we have only seen scooters folded to make more room for others, i.e. there was an extremely long line or there were three or more mobility devices waiting so that it helped others to do so, otherwise even though it could fold, they left it unfolded and loaded it like any other ECV.

 

[Mle8308]

Who would you recommend speaking to if you have problem with a bus driver at WDW? I honestly don't know. For example, if you're in a park, either go to guest relations or the "Blue Umbrellas".

Depending on where you get off, often there is a bus coordinator at the busier stops. They have a radio and wear a neon yellow vest. Or you may see someone dressed in business casual with a nametag, I would approach either of them. If they are not the right people, they may be able to contact a transportation manager for you. If neither option is available, then yes, go to Guest Relations (there will be a manager there, whereas at the blue umbrella, the CM's are more limited in what they can do) in whatever park you are at or stop at the resort front desk and ask to speak to a manager. The more information you can provide the better (date, time, bus number, driver name).

 

[StarGirl11]

I was involved in an incident that I would like to receive some insight on.

On April 4, 2024, I was at Animal Kingdom Lodge waiting for a bus to Disney Springs.

I am disabled and use my own personal mobility scooter. I can stand and walk a bit, so I have a scooter that conveniently folds. I have done this a handful of times on Disney busses before with zero incident.

I arrived at the bus stop about 10 minutes early. I positioned myself over the handicap symbol marked on the ground. Nobody was in line yet. A few minutes before arrival, I started to fold my scooter and was finishing as the bus arrived. I made eye contact with and waved at the bus driver. The bus stopped and opened the front and rear side door. People started to form a line. I was still by myself over on the handicap sign. My wife and son jumped in line. The bus driver came out and looked at me first. I told him I had a mobility scooter and needed the ramp put down so I could wheel it on. I typically then secure it and sit with it in the designated handicap seats. It worked like this all previous times.

This time though, the driver told me he was going to load the rest of the bus first. He then closed the rear side door and proceeded to board everyone. I was confused and didn't know what to do except just listen to him and wait. When my wife boarded about mid way through the line, she told the driver I was disabled and had a scooter that needed to be brought on. He apparently didn't respond. The line finished boarding and the driver waved for me to board...through the front door. He said he couldn't open the side door now. My scooter weighs a good 60lbs, which I had no choice but to lift aboard. He didn't help. Once aboard I found the bus to be packed with all seats taken and people filling the aisle standing. All I could do was to barely squeeze past the yellow line at the front of the bus where I had to stand with my scooter unsecured and with me having nothing to hold onto, except my scooter. I asked the bus driver if he could ask for a handicap seat to be given up and he just huffed and shrugged and told me to make sure I was behind the yellow line. That is it, we drove to Disney Springs like that.

So, what does everyone think of this?

I am of course concerned with ADA laws and my rights first and foremost. I have no idea about Disney policy.

I thank you all for your opinions in this.

No judgement here but I also have a folding scooter myself (different model I use the feather) but I usually just ride it aboard like the rest of the scooters. Which going by Sue’s comment below I guess I’m in the minority of folding scooter users?

Like there is nothing stopping us from loading like a non folding user. Turning it off and just staying there. I’ve been to the parks with two week plus trips with the scooter and never had an issue just loading it like a non folding scooter.

We saw fold up ECVs for the first time on our trip to WDW this Spring.
I don't know if they have any brakes when folded, but please keep hold of them/it if transporting them folded on the bus.
We were on the bus going back to our resort with our daughter's wheelchair secured in the front securement area of one of the older style buses - this picture shows her secured in place (I usually take a picture when we leave our resort and when we head back to our resort).
View attachment 864238

A couple came into the bus using the ramp and folded up both ECVs after they were on the bus. They rolled them up to the front of the bus and the woman placed hers in the small space in front of my daughter. When she originally put it there, it was placed so the wheels were going the same direction as my daughter's wheelchair tires - it actually rolled into my daughter's feet before the driver told her to turn it the other direction (like you see in the second picture).
It shouldn't actually have been placed there - that is part of the securement area for the wheelchair.
View attachment 864239
The man kept a hand on his ECV the whole time. The woman didn't and it kept rolling into the aisle before she grabbed it and pulled it back. I was watching the whole ride to make sure it didn't roll into me since I was right across fro, her.
So, IF you are going to fold a rolling ECV, please keep hold of it and make sure it's not an issue for anyone.

Yeah I think there is an issue here of people folding when it could be loaded like normal. We can be clipped in like the regular ecvs. I get it’s convenient to fold them to take less space in the long run.

But if we need to use the lower rear section I honestly don’t see the point of taking the extra step of folding to get on and off the bus. Especially since it needs to be secured. Like there’s maybe one bus stop I could think of maybe folding (and still wouldn’t be that inclined tbh and would probably just walk it up.) and that’s the exception.

My friend is looking into an ECV. What brand is the foldable one? I think it would be perfect for her.

Feather has a foldable 43 pound model as well that I use

Like tbc here I only fold it on transport when I can’t get away with leaving it unfolded. Which usually is when I’m using Uber and Lyft.

 

[Simba's Mom]

Probably not Guest Relations or the Blue Umbrellas. They are park related.
If you are staying at a WDW resort, you can go to the front desk or use the button on the room phone for transportation.
If the issue happened on the way to a park, you can also talk to the bus CM directing guests by the bus listing signs

Thanks. Just going to the front desk at the resort as a place to start sounds good. Also, I didn't even know there was a transportation department guests could contact. makes sense, though.

 

[tzvdmd]

I was involved in an incident that I would like to receive some insight on.

On April 4, 2024, I was at Animal Kingdom Lodge waiting for a bus to Disney Springs.

I am disabled and use my own personal mobility scooter. I can stand and walk a bit, so I have a scooter that conveniently folds. I have done this a handful of times on Disney busses before with zero incident.

I arrived at the bus stop about 10 minutes early. I positioned myself over the handicap symbol marked on the ground. Nobody was in line yet. A few minutes before arrival, I started to fold my scooter and was finishing as the bus arrived. I made eye contact with and waved at the bus driver. The bus stopped and opened the front and rear side door. People started to form a line. I was still by myself over on the handicap sign. My wife and son jumped in line. The bus driver came out and looked at me first. I told him I had a mobility scooter and needed the ramp put down so I could wheel it on. I typically then secure it and sit with it in the designated handicap seats. It worked like this all previous times.

This time though, the driver told me he was going to load the rest of the bus first. He then closed the rear side door and proceeded to board everyone. I was confused and didn't know what to do except just listen to him and wait. When my wife boarded about mid way through the line, she told the driver I was disabled and had a scooter that needed to be brought on. He apparently didn't respond. The line finished boarding and the driver waved for me to board...through the front door. He said he couldn't open the side door now. My scooter weighs a good 60lbs, which I had no choice but to lift aboard. He didn't help. Once aboard I found the bus to be packed with all seats taken and people filling the aisle standing. All I could do was to barely squeeze past the yellow line at the front of the bus where I had to stand with my scooter unsecured and with me having nothing to hold onto, except my scooter. I asked the bus driver if he could ask for a handicap seat to be given up and he just huffed and shrugged and told me to make sure I was behind the yellow line. That is it, we drove to Disney Springs like that.

So, what does everyone think of this?

I am of course concerned with ADA laws and my rights first and foremost. I have no idea about Disney policy.

I thank you all for your opinions in this.

Just an FYI for everyone, the box with the handicap signage painted in white in the load zones it is only for measuring the size of the mobility device, It is not the official waiting area. Place yourself close to the yellow line where the driver can easily see you. Also as a driver I love it when I get a wave from the person needing assistance getting into the bus. If the load zone is busy, a driver may not see you in the "box".

 

[Callie]

Most companies won’t tell you the outcome of a complaint you placed other than the standard line it’s been addressed.

If I go into Walmart and a cashier cusses me out for no reason, I don’t expect to be told what punishment they may or may not have received.

If I go somewhere and an employee doesn’t follow policy, I don’t expect to be told anything other than it’s been addressed.

There really isn’t anything further for you to do. You’ve reported the issue, and Disney has investigated it. I also think there is plenty of helpful advice in here to prevent further issues.

 

[Selket]

I see a lot of people on here saying it was confusion/misunderstanding, etc.

I personally think from what you've said, you did everything right and the bus driver was wrong in the way he handled it. His actions don't make a lot of sense no matter whether he thought you had a stroller, an ECV, was disabled or not disabled and I think you were right to make a complaint - because he clearly isn't getting "something" - unless he was just being mean which is always an option too.

I think what you've done in the past has worked and it sounds like you would prefer doing it that way (folding up and walking on and tying it down so you take up less seats). I wouldn't let one bad experience stop you from doing it that way if you still want to do so. I'd also think is is reasonable for you to drive it up the ramp and fold it then and do what you do, if you ever wanted to do it that way.

I've had a small handful of very odd/bad/ridiculous experiences with CM's and it happens now and then. Some don't make sense - at all no matter how I try to apply reason to them, but fortunately the good and the awesome far outweighs the bad!

 

[Mackenzie Click-Mickelson]

I like others don't know why you got off of the scooter to fold it. Some people are not disabled but use an ECV for other reasons especially at Disney. I mentioned on another thread how my mom would have gotten one if she had gone with us in 2017 due to being close to needing a total knee replacement, she however would not have been considered disabled at that time if she had gone to Disney with us and her standing on a bus would not have caused her to be uncomfortable nor fear for her safety but she would have needed the ecv for touring the parks (I still wouldn't have recommended her folding an ecv for a bus, I think folding is nice for a car however).

If you're in the position of being disabled and don't feel safe without a seat you gain nothing by getting out of your ecv, folding it, boarding the bus then expecting a seat to be given up and near a spot where you can tie down your folded up scooter. What if there were people who were disabled in that area already? Then you've gone through all that trouble.

I think we all agree the bus driver could have been nicer. I could however see where confusion may have set in on the situation. From the many comments I've seen it's not uncommon for guests with mobility devices to take stock of the line of people waiting for a bus and opt for the next one, your personal decision towards your personal safety is forefront. I'm a bit confused too admittedly on why your wife and son boarded separate from you and mid-way through?

In the future when in doubt personal advice would be to wait for another bus, if you're able to get the name and particular bus information of the bus that became the problem def. do so to file a complaint but don't board a bus nor stay on a bus if you feel you cannot safely do so.

 

[Gillig von Driver]

Who would you recommend speaking to if you have problem with a bus driver at WDW? I honestly don't know. For example, if you're in a park, either go to guest relations or the "Blue Umbrellas".

Call 407-WDW-RIDE.

 

[Simba's Mom]

Also as a driver I love it when I get a wave from the person needing assistance getting into the bus. If the load zone is busy, a driver may not see you in the "box".

Glad to hear that! I'm one who always puts my hand up and waves at the bus driver when the correct bus comes along. I guess it's from all the years of being a teacher and seeing people with the right answer raise their hand!

 

[robinb]

Glad to hear that! I'm one who always puts my hand up and waves at the bus driver when the correct bus comes along.

I do too! I also catch the eye of the driver and "wave off" and shake my head for buses I don't want.

 

[KPeterso]

I do too! I also catch the eye of the driver and "wave off" and shake my head for buses I don't want.

This is what I do as well!

 

[cobright]

I was involved in an incident that I would like to receive some insight on.

On April 4, 2024, I was at Animal Kingdom Lodge waiting for a bus to Disney Springs.

I am disabled and use my own personal mobility scooter. I can stand and walk a bit, so I have a scooter that conveniently folds. I have done this a handful of times on Disney busses before with zero incident.

I arrived at the bus stop about 10 minutes early. I positioned myself over the handicap symbol marked on the ground. Nobody was in line yet. A few minutes before arrival, I started to fold my scooter and was finishing as the bus arrived. I made eye contact with and waved at the bus driver. The bus stopped and opened the front and rear side door. People started to form a line. I was still by myself over on the handicap sign. My wife and son jumped in line. The bus driver came out and looked at me first. I told him I had a mobility scooter and needed the ramp put down so I could wheel it on. I typically then secure it and sit with it in the designated handicap seats. It worked like this all previous times.

This time though, the driver told me he was going to load the rest of the bus first. He then closed the rear side door and proceeded to board everyone. I was confused and didn't know what to do except just listen to him and wait. When my wife boarded about mid way through the line, she told the driver I was disabled and had a scooter that needed to be brought on. He apparently didn't respond. The line finished boarding and the driver waved for me to board...through the front door. He said he couldn't open the side door now. My scooter weighs a good 60lbs, which I had no choice but to lift aboard. He didn't help. Once aboard I found the bus to be packed with all seats taken and people filling the aisle standing. All I could do was to barely squeeze past the yellow line at the front of the bus where I had to stand with my scooter unsecured and with me having nothing to hold onto, except my scooter. I asked the bus driver if he could ask for a handicap seat to be given up and he just huffed and shrugged and told me to make sure I was behind the yellow line. That is it, we drove to Disney Springs like that.

So, what does everyone think of this?

I am of course concerned with ADA laws and my rights first and foremost. I have no idea about Disney policy.

I thank you all for your opinions in this.

Obviously, the best solution for you would be to remain on your mobility device until you have boarded the bus and had it secured in place.

But hindsight is 20-20. It sounds like when the bus arrived you were upright and in the act of breaking down your scooter. Without knowing the specific model I can only guess that the driver didn’t realize exactly what it was and assumed that you, upright, would board with the rest. Once started its not easily reversed.

Once told your situation, he should have done more to assist you, though I would still drop most of the initial confusion in your lap.

 

[Goldelpack]

I've seen other people standing in the "box" and not being given the option of entering first - every single time those were people NOT on a mobility device - as in sitting upon one. It happened to me back in the day when I tried to use a cane - I could walk on flat ground - but couldn't manage steps very well - getting on the bus was (and still is) very hard for me. I would say that the drivers are simply using visual clues - guest sitting on a mobility device=must load guest/device on bus. The easiest and most practical solution is to simply remain on your ECV and skip the folding up part. For my personal transportable ECV - the only time it gets taken apart is to go into the back of a car/cab - and only after the car/cab arrives (if it's not my own car).

 

[Bitcoinbaby]

I have a transport chair that folds and cannot be tied down. I asked a bus driver once what best practice was.

He (and obviously this is just what one bus driver told me) said that if I needed to be seated on the bus I need to be seated in the chair when the bus pulls up and I will get loaded first. Then I can sit in a seat and hold onto my folded chair.

I’m also free to fold it and come in the front door just like if it was a stroller, but I run the risk of the bus being standing room only. At that point I can make a choice on whether I can stand or if I will wait for the next bus.

I think the bus driver could have handled this scenario much better, though.

 

[Gillig von Driver]

I have a transport chair that folds and cannot be tied down. I asked a bus driver once what best practice was.

He (and obviously this is just what one bus driver told me) said that if I needed to be seated on the bus I need to be seated in the chair when the bus pulls up and I will get loaded first. Then I can sit in a seat and hold onto my folded chair.

I’m also free to fold it and come in the front door just like if it was a stroller, but I run the risk of the bus being standing room only. At that point I can make a choice on whether I can stand or if I will wait for the next bus.

I think the bus driver could have handled this scenario much better, though.

In your opinion, what or how do you think the driver could have handled it better ?