Monorail and wheelchairs

[MattDisney]

Just had a horrible experience on the resort monorail at the TTC. The CM refused to allow us to use a ramp to load my DD's wheelchair. We were forced to pick up her and her chair to load. We have filed a complaint. I will let everyone know how this is handled.

 

[DSquare]

Did they give any reason why they wouldn't put the ramp down? What did they do for the ECV's?

 

[disney david]

Just had a horrible experience on the resort monorail at the TTC. The CM refused to allow us to use a ramp to load my DD's wheelchair. We were forced to pick up her and her chair to load. We have filed a complaint. I will let everyone know how this is handled.

that is wrong they should never refuse to let you use the ramp. and to make you lift the chair onto the monorail and stand there you guy could of hurt your selfs or the person in the chair. if that happen to me i would of stood there waited for the cms manager to arrive no matter how long it took them to arrive and made the cm cry because i would of went off so bad i proberly need to be removed from the platform by securty. but i would of made my point dont let that one cm ruin your family trip or day that cm was an idiot i say more about that cm but this is a family site and i keep it clean. i hope he/she gets fired and all the other cm see this and a use it as a wake up call. not that it matter but did the cm give a reason why they refused to do their job.

 

[SueM in MN]

Thanks and looking forward to hearing the update.

It doesn't make much sense for them not to use it - it has a storage space right in front of the wheelchair monorail car.

This is a picture of the monorail gate for guests traveling with wheelchairs and ECVs. You can see the ramp storage area on the far left of the picture and the edge of the ramp peeking out from the storage area (the black and orange striped piece).

This is a picture of a CM placing the ramp in place:

We have sometimes tipped DD's wheelchair back onto the back wheels (done a wheelie) to get over the lip of the monorail and get into the car, but most of the time, the CM is right there.

 

[MattDisney]

We weren't given a reason for him not loading it. We thought maybe he didn't understand it was a wheelchair and so we explained it is a wheelchair and not a stroller. He said "I don't care. I'm not loading her. You can pick her up and load her".
The transportation manger called us back. We explained it wasn't busy etc. He listened but said they must have been trying to stay on schedule. We were about number 10 in a line of 10. They allowed everyone else to load. He took up for him, but said he would also speak to the CM about the incident. This is not an acceptable response for me. Anyone else know who else to complain to. This was an ADA issue and you think they would be more responsive.

 

[kaytieeldr]

Management at your resort. Usually they can only help with bus transportatation, but the treatment and the response you got are unacceptable.

GO to the Front Desk. Don't call - your call, even from your room, goes to the Call Center, not directly to your resort.

 

[SueM in MN]

Were you actually at the wheelchair monorail car or at another one?
The reason I ask is that because of the gates, it's difficult for them to get the ramp out if someone is not loading at the designated car. That would not excuse, but would explain.

And, kaytieeldr, when you call the front desk, even from your room, you are talking to people from the call center.
So, you do want to go down to the front desk.

 

[kaytieeldr]

And, kaytieeldr, when you call the front desk, even from your room, you are talking to people from the call center.
So, you do want to go down to the front desk.

I know. I've been telling people that for years

 

[SueM in MN]

I know. I've been telling people that for years

Sorry
Somehow instead of deleting one word, I ended up deleting a whole phrase.
It should have said "as katieeldr wrote". I copied your name and meant to paste it in between the other 2 words. I ended up deleting the whole thing and when I repasted, it only pasted your name.

 

[dclfun]

I guess I'm not clear on something- were you one of 10 people boarding with an ECV/W/C? If so perhaps there was no space for another one? As Sue said, were you not at the proper loading area? We are always directed to the W/C entrance. Were you using a stroller as a w/c? I feel like we're missing part of the story as I'm befuddled as to why someone would refuse to help you.---Kathy

 

[MattDisney]

I guess I'm not clear on something- were you one of 10 people boarding with an ECV/W/C? If so perhaps there was no space for another one? As Sue said, were you not at the proper loading area? We are always directed to the W/C entrance. Were you using a stroller as a w/c? I feel like we're missing part of the story as I'm befuddled as to why someone would refuse to help you.---Kathy

Sorry that statement wasn't clear. We were about the 10th person in line. We were the only person with a wheelchair or ECV.

We were at the wheelchair car by the pull out ramp. He just kept ignoring us. We had to ask him to load us and that is when he said he wasn't going to do it.

 

[bidnow5]

If you are going to a park today I would be at guest services at what ever park you go to I would ask for a manager. That is not acceptable ever

 

[SueM in MN]

Sorry that statement wasn't clear. We were about the 10th person in line. We were the only person with a wheelchair or ECV.

We were at the wheelchair car by the pull out ramp. He just kept ignoring us. We had to ask him to load us and that is when he said he wasn't going to do it.

Thanks for the clarification.
It sounds like the CM might not have initially realized that you were using the stroller as a wheelchair and then, with 10 people boarding before you, probably did run out of time.
I'm not sure if you were sent to that gate by the CM 'traffic director' at the entrance or just went there.

What you were told to do "pick it up and load it on," is the way that guests with kids in strollers are handled. Most have the child get out, lift the stroller on and then have the child get back in. They load 1,000s of strollers per day that way and I have personally seen where people have seen us loaded with DD's wheelchair and wanted to use a ramp too (sometimes in a car many cars away - which was why I asked if you had been sent to the correct car for loading).

The way you were told it was rude though - if you were sent to the wheelchair monorail care and there was not time to get the ramp out, you should have been asked if you wanted to wait for the next monorail car when they could get the ramp out or if you wanted to lift the stroller on.

And, just be aware that "stroller as wheelchair" tags are a little bit of a gray area for transportation - buses, monorails and boats. CMs have written here many times that the GAC or tag for stroller as wheelchair are for use in the theme parks only (not water parks or transportation). Most transportation CMs will recognize them and still treat a stroller the same as a wheelchair (although, unless a stroller is a special needs stroller designed for transport, it can be loaded at the back door, but then is required by Federal Law to be folded the same as any other stroller).

I don't know if you have a tag for the stroller designating it as a being used as a wheelchair. If you don't, get one from Guest Relations if you are going to a park today. If you do have one, make sure to show it to the CMs at each point (some people actually lift it up) and don't wait for the CM to ignore you. If your child can't get out of the stroller and needs to use the ramp, be nice, but assertive (i.e. something like "We are using this stroller as a wheelchair and she is not able to get out. We need the ramp please.")

 

[DSquare]

I'm still puzzled by this and exactly what occurred. If this was a regual wheelchair or special needs chair I would find the CM's actions that you mention rude and uncalled for. If this was a regular stroller that had the wheelchair sticker attached to it could this have been a misunderstanding between the CM and the patrons? In the past when we have used the stroller as wheelchair they have never offered us to use the ramp nor load us in the handicap section but we never have requested it either. We just tipped up the front wheels and roll it on. Also at the time our son was 3 or younger and it wasn't that heavy to tip up the stroller.
As another poster said it seems like part of the story is missing. Before drawing any conclusions it would be helpful to know if this was your typical wheelchair or specail needs transport device or if this was a typical stroller with the red tag on it to use it as a wheelchair.

By no means am I defending the CM's words though, no matter what you were using he could have said or explained things without being so rude.

 

[SueM in MN]

I'm still puzzled by this and exactly what occurred. If this was a regual wheelchair or special needs chair I would find the CM's actions that you mention rude and uncalled for. If this was a regular stroller that had the wheelchair sticker attached to it could this have been a misunderstanding between the CM and the patrons? In the past when we have used the stroller as wheelchair they have never offered us to use the ramp nor load us in the handicap section but we never have requested it either. We just tipped up the front wheels and roll it on. Also at the time our son was 3 or younger and it wasn't that heavy to tip up the stroller.
As another poster said it seems like part of the story is missing. Before drawing any conclusions it would be helpful to know if this was your typical wheelchair or specail needs transport device or if this was a typical stroller with the red tag on it to use it as a wheelchair.

By no means am I defending the CM's words though, no matter what you were using he could have said or explained things without being so rude.

From what the OP wrote here, it's not clear if it was a regular stroller being used as a wheelchair or a special nerds stroller. It doesn't sound like it was a regular wheelchair.
Since we are confused reading about it, that may be one of the reasons the OP is having some trouble getting their concerns met (CMs not understanding that there is an issue).

We weren't given a reason for him not loading it. We thought maybe he didn't understand it was a wheelchair and so we explained it is a wheelchair and not a stroller. He said "I don't care. I'm not loading her. You can pick her up and load her".

 

[LilyWDW]

From what the OP wrote here, it's not clear if it was a regular stroller being used as a wheelchair or a special nerds stroller. It doesn't sound like it was a regular wheelchair.
Since we are confused reading about it, that may be one of the reasons the OP is having some trouble getting their concerns met (CMs not understanding that there is an issue).

There does seem to be some confusion as to what happened. Hopefully the OP will come back and tell use what the assistance device is (wheelchair, special needs stroller, regular stroller, ect). If it was a regular stroller with a "stroller as a wheelchair" tag, then it does not have to be loaded like other assistance devices.

And BTW, I sort of understand the managers response. When I was a manager (not at Disney) if I got an employee complaint I would speak to the customer, take down the complaint, and then tell them I will need to speak to my employee. I would not automatically take one side or the other until I had all the information. Plus, if there is confusion in the matter (like there appears to be here) then I would doubly be sure to speak to all involved.

 

[MattDisney]

To clear up some confusion, it is an actual wheelchair. It isn't the type with large wheel and is more modern than the typical chair. I did get a stroller as a wheelchair tag on our first day just in case anyone confused it. It is much larger than any stroller that I have ever seen. My DD is 11 and needs something bigger than what a typical stroller would look like. We have had a few CMs not recognize it immediatly as a wheelchair, but they have never been rude---just an honest mistake. That has never been a problem for us. I hope this helps some. Thanks

 

[Debbie Jean]

To clear up some confusion, it is an actual wheelchair. It isn't the type with large wheel and is more modern than the typical chair. I did get a stroller as a wheelchair tag on our first day just in case anyone confused it. It is much larger than any stroller that I have ever seen. My DD is 11 and needs something bigger than what a typical stroller would look like. We have had a few CMs not recognize it immediatly as a wheelchair, but they have never been rude---just an honest mistake. That has never been a problem for us. I hope this helps some. Thanks

I'm so sorry this happened... it must have been so confusing and frustrating for DD as well. I certainly hope this was just a "one off" and doesn't happen again!

You should also receive a more satisfactory response from Disney. As a place that makes a real attempt to be disabled friendly, that kind of experience just isn't acceptable. While I understand a CM trying to keep to a schedule, they need to be aware and sensitive at the same time.... by and large, I think they do a good job, which makes this instance all the more glaring Hopefully they can straighten it out with the CM's working the monorail...

Here's some pixie dust that the rest of your visit will be enjoyable!

 

[DSquare]

Wow, I'm stunned. I wouldn't let this drop till you got some answers. I hope you got the CM's name. To me seeing a 11yr old in a wheelchair or any type of chair and being treated like that is unexcusable. That is alot different then having a small child in a 'stroller being used as a wheelchair' and being told you need to lift it up into the monorail. Please keep us updated on what happens.

 

[DSquare]

I also think this could create a safty issue being told that you had to lift up the child and chair into the monorail yourself.