My first GAC problem...

[DIS-NH]

As the father of 2 Autistic boys, I've always been thrilled to have the GAC card available. The ability to utilize an alternate entrance when lines are particulary long has always made our trips to Disney possible. We have always used the card as intended and respect the fact that it does not "bring you to the front of the line"

During our most recent trip, earlier this month I had my first encounter(s) with CM's who obviously had had no idea why the cards we're issued.

1. POTC on our first day (actually our first ride as we entered the MK). I asked the first CM I encountered if there was someone to take us through the back entrance (as we have done many time before) The CM at the entrance advised that even though the line extended clear out to the outside to the walkway, that it was moving quickly and we should wait. I advised him that the sign outside stated "35 minutes". He went on to explain that the sign was wrong..while flashing a fake, wide, patronizing smile. We left POTC as there was no way my son could wait that long. I noticed an obvious member of management walking by outside POTC. I flagged him down, explaing my situation and he escorted us to the back entrance, and took dow the CM's name and info to discuss with the ride manager

2. Test Track on our last day. Even the FP line extended out of the building. I asked the CM if she would issue a "yellow slip" to allow us to enter through the wheel chair entrance, as I have done on multiple occassions. She proceeded to debate the use of the GAC with me, and could not understand when I asked why a person with a broken leg would be allowed to utilize an entrance that my Autistic child was being denied.

I left Test Track and stopped by the Guest Service office on my way out. I discussed the situation with the CM, who contacted the ride mgr. All agreed that the CM was wrong, and I should have been granted the alternate access with my son.

My point in all of this is..... Disney needs to take greater care in training thier CM's in the needs of people with special needs. having a wondreful tool such as the GAC is worthless if the CM's have no idea how to interpret it.

Thanks for letting me vent. I feel better.

 

[krismom]

Oh, I hear you. On our last trip the woman at guest services at MGM told me point blank that they "no longer give those cards out to anyone but Make aWish and Give Kids the World participants". I politely asked for her supervisor and had my old GAC in hand as well as the "unecessary" neurologist report- the supervisor just shrugged and told the original CM to get me a new card. She seemed a bit peeved and I felt weird about it the rest of the day.
At least you spoke up and perhaps they will increase training on this very useful tool. I hope it's not becoming discretionary- this particular CM seemed like it was her personal belief that only Make a Wish kids desreved one.
Glad the trip worked out regardless-

 

[ducklite]

With all due respect, you say that you "respect the fact that it does not 'bring you to the front of the line'" yet you in essence wanted to bypass all the lines.



Just an FYI, as more and more rides are reconfigured to make the general guest lines accesible to mobility impaired individuals and to offer shaded queue areas, I believe that being "backdoored" in to a ride is coming to an end.

Anne

 

[Newcastle]

With all due respect ducklite, I think that you have missed the boat on this one. Waiting in line for a child with autism can be extremely distressing and next to impossible in some situations. The GAC has provided these children an opportunity to enjoy Disney just as any other "normal" child should be entitled to do. I imagine that there would be many families who would not be able to take their autistic children to WDW if not for this pass and I am impressed that Disney has an appreciation for the barriers that individuals with disabilities encounter and have taken steps to make the process as easy as possible for these individuals and their families. Believe me, I would gladly welcome a 45-minute wait for a ride if it meant that my child would not have to deal with all of the day-to-day challenges that he encounters as a result of his disability.

With respect to making the general guest lines accessible to mobility impaired individuals and offering shaded queue areas, this will do nothing to address an autistic child's inability to tolerate waiting in these "accessible" lines. I sincerely hope that Disney will continue to accomodate these specific special needs so that every child (and their families) can enjoy the Disney experience.

 

[mamaminnie]

With all due respect ducklite, I think that you have missed the boat on this one. Waiting in line for a child with autism can be extremely distressing and next to impossible in some situations. The GAC has provided these children an opportunity to enjoy Disney just as any other "normal" child should be entitled to do. I imagine that there would be many families who would not be able to take their autistic children to WDW if not for this pass and I am impressed that Disney has an appreciation for the barriers that individuals with disabilities encounter and have taken steps to make the process as easy as possible for these individuals and their families. Believe me, I would gladly welcome a 45-minute wait for a ride if it meant that my child would not have to deal with all of the day-to-day challenges that he encounters as a result of his disability.

With respect to making the general guest lines accessible to mobility impaired individuals and offering shaded queue areas, this will do nothing to address an autistic child's inability to tolerate waiting in these "accessible" lines. I sincerely hope that Disney will continue to accomodate these specific special needs so that every child (and their families) can enjoy the Disney experience.

I totally agree. My ds can't wait in lines either and when we have tried, he is usually disturbing to the people around us too.

Good for you for making Management aware if your issues, I'm going to be sure and do that next time we go.

 

[kaytieeldr]

I can see Ducklite's point. The way the original post is written, it sounds like once you encountered the manager near POTC, you were able to get into the building (and into a boat?) immediately through the back entrance. I was under the impression in a case like that, the Guest would be given a hand-written FastPass to return in however many minutes the wait is in the regular queue, then use the alternate entrance.

I can't ask how long the wheelchair line wait was at Test Track, since it sounds like you didn't get to ride but the last time I used that entrance, I think there was a twenty or thirty minute wait. It was a relatively long line, and they were only taking one party every few minutes. I don't bother any more. Not since I discovered the single riders line (accessible via non-Disney ECV) but quite obviously, that would NOT have worked for you!

 

[Lewisc]

That about sums it up. There isn't any reason why the OP couldn't have gotten a FP at TT. I could accept the OP being given some accomodation if the FP line was long, if she first got a FP and then waited until the appropraite time.

With all due respect, you say that you "respect the fact that it does not 'bring you to the front of the line'" yet you in essence wanted to bypass all the lines.



Just an FYI, as more and more rides are reconfigured to make the general guest lines accesible to mobility impaired individuals and to offer shaded queue areas, I believe that being "backdoored" in to a ride is coming to an end.

Anne

 

[ducklite]

I can see Ducklite's point. The way the original post is written, it sounds like once you encountered the manager near POTC, you were able to get into the building (and into a boat?) immediately through the back entrance. I was under the impression in a case like that, the Guest would be given a hand-written FastPass to return in however many minutes the wait is in the regular queue, then use the alternate entrance.

I can't ask how long the wheelchair line wait was at Test Track, since it sounds like you didn't get to ride but the last time I used that entrance, I think there was a twenty or thirty minute wait. It was a relatively long line, and they were only taking one party every few minutes. I don't bother any more. Not since I discovered the single riders line (accessible via non-Disney ECV) but quite obviously, that would NOT have worked for you!

Exactly. The official WDW policy on all rides with FP is that the FP program must be utilized in order to cut down wait times, and only if the FP line is long when the guest returns, another FP will be issued for a slower time or the guest will be "backdoored."

I'm just not understanding the contradiction in terms of "respect the fact that it does not 'bring you to the front of the line'" and then wanting exactly that.

Back door GAC's are meant to help a guest wait in a a shaded or cooler area, wait in an area accessible to those with a mobility impairment, or wait in a less crowded area. They are not, and have never been a vehicle to never have to wait in any lines, regardless of the guests disability.

Anne

 

[Cheshire Figment]

I have had times when I wanted to go onto Living With The Land. The main queue is not ECV accessible due to the narrow and tight turns, but the FP line is. I have received a "written FP" with a return time equal to the standby time and then was able to utilize FP.

Pirates does not have a FP line.

My niece has a GAC for one of her children with autism which allows her to use the GAC as a fastpass. I'm not really that familiar with GAC procedures because we don't use them at the water parks.

 

[DIS-NH]

First...Thank you to most for reassuring me that I'm not crazy !!!

My goal was not to get to the front of the line, but merely allow my son who becomes disressed by long lines, surrounded by unfamiliar people in loud places to enjoy one of his favorite rides. (Yes, I know this describes most Disney rides...Thus the reason for the GAC)

The rear entrance on TT, as stated does not bring you to the front of the line. Often there is a wait, while the CM takes you through the "maze" and is able to place you in a car. This is managable for a child like mine becuase the people are not closing in on him, and he can clearly see there is a near end to the wait.

At POTC, it was the attitude of the CM, and his opinion of my sons ability to wait that enraged me. He was rude and out of line. I was fortunate that a member of MGT happened to be walking in the area as we exited.

As stated above, I too would eagerly trade 45 minute waits for my son to have the ability to wait in them !!!

 

[SueM in MN]

1. POTC on our first day (actually our first ride as we entered the MK). I asked the first CM I encountered if there was someone to take us through the back entrance (as we have done many time before) The CM at the entrance advised that even though the line extended clear out to the outside to the walkway, that it was moving quickly and we should wait. I advised him that the sign outside stated "35 minutes". He went on to explain that the sign was wrong..while flashing a fake, wide, patronizing smile.

Since the back door entrance to POTC is in a backstage area, there is often not a CM available to take someone back there. From what I have heard/read, that back entrance is used very infrequently. What I have heard of most often is the CM giving a handwritten fastpass to come back at a later time when someone would be available to take the guests back there.

Also, the CM may not have been lying about the wait time; the time is usually from the point the sign is at. So, if the end of the line was beyond the sign, it may have been 35 minutes. If the line was closer to the building than the sign, the wait would be shorter than 35 minutes.
On our last trip to WDW in October, we encountered what looked like a very long line at POTC, clear to the end of the walkway and the sign also said 35 minutes. We asked the CM if the time was accurate and he said it was moving fast and would be less than that. They were loading from both loading areas and our total wait was actually less than 15 minutes.

2. Test Track on our last day. Even the FP line extended out of the building. I asked the CM if she would issue a "yellow slip" to allow us to enter through the wheel chair entrance, as I have done on multiple occassions. She proceeded to debate the use of the GAC with me, and could not understand when I asked why a person with a broken leg would be allowed to utilize an entrance that my Autistic child was being denied.

In this situation, you are incorrect. The regular and Fastpass entrances are wheelchair accessible, so there is not a wheelchair entrance to use (So the child with the broken leg in your example would be using the regular entrance - or the Fastpass line if they had a Fastpass). Because the loading and unloading areas are on opposite sides of the track, there is an elevator that a CM uses to take the wheelchairs from the boarding side to the unloading area while the guest is riding. A small number of people who are using ECVs or wheelchairs that are to large to fit in the elevator board at the exit side (after waiting there). But, the great majority of people using wheelchairs wait in the regular or fastpass lines with everyone else.

Everyone I am aware of who has used a GAC for 'alternate entrance' on TT has been directed to the Fastpass line. We have been in that line a number of times with families with children on the autism spectrum. When we encounter a Fastpass line that extended out of the building, we just wait out of the line until the line got shorter and then got into line. It is sometimes longer because the ride came back up after a shutdown or because a fastpass 'time' had just changed.

This is one of the reasons that I suggest people use Fastpass as much as possible. The things that you encountered may be lack of training or things happening behind the scenes that the guests are not aware of - like staffing levels at the ride at that exact time or the numbers of other guests with disabilities already waiting to board. The most consistent way to wait is to use Fastpass - when you arrive for your Fastpass return time, you will have a 10-15 minute wait without wondering if you will be turned away or asked to come back later.

 

[SueM in MN]

This is information about GAC (Guest Assistance Cards) from the disABILITIES FAQs thread. I do not work for Disney and I don't have the official 'word' ab out GACs, but I asked several CMs who work in Guest Services to check it for accuracy before it was added to that thread (and after I wrote it, I got several PMs from CMs asking if I was a Guest Relations Supervisor or just worked there, so I'm pretty sure it is accurate).
Here's a summary of information about GACs (Guest Assistance Cards):

• To request one, go to Guest Services in any of the parks and talk to the CM there about your problems and needs. GACs are not available at Downtown Disney or at your resort. You need to be at a place with Guest Relations CMs. The person with a disability who needs a GAC does need to be with you when a GAC is requested.
  
  You don't need a doctor's letter and the CM is likely to not want to look at it. Some people DO feel more confident asking for a GAC if they have a letter, but a letter is not required. If you do have one, it should reflect your needs, not your diagnosis.
  
  The diagnosis is not really that important because people with the same diagnosis can have very different needs. The GAC is not given based on diagnosis at all (for example, there is not a "list" of appropriate diagnosis for a GAC); the GAC is given based on needs and the accomidations that meet those needs.
  The GAC is usually given for up to 6 people (5 plus the person with a disability) and is valid at all the parks for your length of stay (you don't need to get a new one at each theme park). The theme park GAC is not used at the water parks.
  A few other things
• the GAC is not meant to be a pass that gives immediate access. In fact, about 6 years ago, they renamed it to Card because when it was called a Pass, people thought it mean front of the line access. It says right on the card that it will not shorten or eliminate waits in line.
• it is meant as a tool to tell the CMs what the person's needs are so that they can provide appropriate accomidation for the person it was issued to. Some examples of accomidations might be a quieter place to wait, a place out of the sun (for those times when the line is in the sun for a prolonged period of time), using a stroller as a wheelchair, avoiding stairs.
• even if you have a GAC, not all accomidations are available at each attraction (especially, some may not have a place to sit)
• because what is stamped on the GAC is based on needs, not all GACs say the same thing.
• think of the GAC like an insurance card, not necessarily needed or used all the time, but there for when you need it.
• even on the same attraction, the GAC is not always handled the same each time.
  Exactly what happens depends on how busy it is, how many other people with special needs are there at the time and staffing. Some times you may be sent thru the regular standby line, occassionally the fastpass line; sometimes the person with the GAC and a member of their party will be given an alternate place to wait while the rest of the party goes thru the standby line - and then meet up with them when they get to the front. Sometimes you might be given a slip and told you can come back at the time written on the slip (usually equal to the standby time); very occassionally, you might be taken right in. It depends on what they call "attraction considerations" (which is basically the things I listed in the second sentence).
• Fastpass is a good way to avoid waits in line. You don't have to be present to get a fastpass, you can send one member of your party ahead with all the park passes to get fastpasses. When you report back to the ride at your fastpass return time, your wait will be 15 minutes or less.
• For people who are concerned about stamina or endurance, Disney suggests a wheelchair renting a motorized scooter (also called ecv; for over 18 yrs and up). The distance and time spent going around the parks is much greater than the time and distance spent in line. With an ecv or wheelchair, you will always have a place to sit and can conserve energy for fun, instead of just getting around. There is information about ecvs/wheelchairs farther up in this disABILITIES FAQs. Most lines are wheelchair/ecv accessible.
• If you get tired and needs to lie down in air conditioning for a while, there is a First Aid station in each park. They have cots in individual cubicles for resting.

 

[Belle1962]

Exactly. The official WDW policy on all rides with FP is that the FP program must be utilized in order to cut down wait times, and only if the FP line is long when the guest returns, another FP will be issued for a slower time or the guest will be "backdoored."

ducklite--can you clarify this for me? We usually go in slower times and have never had a problem with the return fastpass time but will now be traveling summers and school holidays. Do I read this to mean that if I get a fastpass (as requested) and when I return the fastpass line is still long --I may be given another fastpass and have to return again?

 

[ducklite]

ducklite--can you clarify this for me? We usually go in slower times and have never had a problem with the return fastpass time but will now be traveling summers and school holidays. Do I read this to mean that if I get a fastpass (as requested) and when I return the fastpass line is still long --I may be given another fastpass and have to return again?

Generally speaking, the protocol for people who have problems waitin on line is to use FP to cut down on wait times. If for some reason the FP line is long (the ride broke down for example) they will often accomodate those who have a special needs and can't wait in a longer than normal FP line with another FP for a later time when the line would have cleared up, even if they are done distributing FP's for the day.

Anne

 

[SueM in MN]

We have been to WDW during Spring break (even over Easter) many times. That is one of the busiest times to go to WDW. It's very seldom that the Fastpass line gets longer than 10-15 minutes. The only ride I can think of that has frequent breakdowns is Test Track. The people who had Fastpasses for that ride are usually allowed to come back at any time later. Many will watch to see when it starts working again, so you might see a temporary long line while they are getting in.

In our experience, when you come up to a Fastpass line and see a long line, it's usually one of 2 things;
- it's the beginning time of a Fastpass 'window' and a lot of people come right as soon as their 'window' begins.

- most of the line is not actually in the Fastpass line; their 'window' begins soon and they want to be first in line when they can get into line. They often block the line so that it's difficult for people whose window has begun to get in. Several times we have gotten into what looks like the Fastpass line and then noticed that all the people we can see ahead of us have future times on their Fastpasses.

If you have a Fastpass and a GAC, they will usually try to accomidate you when you return (using the back door if they need to). Sometimes that's not possible - like we returned for our Fastpass return time to Little Mermaid and all the wheelchair 'spots' were already taken. In that case, they just told us to come back in a few minutes for the next show. Since all the spots were gone, there was nothing else they could do.

 

[DIS-NH]

In (9) trips with my boys I've never been offered a FP ticket or the alternate "come back" ticket described for POTC. If offered, either of these options would have been more than acceptable. I've never heard of or seen either.

 

[SueM in MN]

In (9) trips with my boys I've never been offered a FP ticket or the alternate "come back" ticket described for POTC. If offered, either of these options would have been more than acceptable. I've never heard of or seen either.

We have gotten the 'come back' ticket a number of times for Haunted Mansion and Living with the Land. We were told to try to use Fastpass as much as possible and reserve use of the GAC for attractions that either did not have Fastpass or had no more Fastpasses available for that day.
The 'come back' ticket will usually be either given for a time equal to the wait in the standby line or sometimes what looks like an arbitrary time, but is actually a time the attraction CMs know they will be able to accomidate you.

Because it is very difficult to get DD on POC, we don't go there often. We have not gotten a 'come back' ticket there, but we have gotten in the regular line and not tried to use DD's GAC. We always ask the CM before getting into the line if it is as long as posted. They usually say it's not and we have not had a problem.

 

[DIS-NH]

It's funny that you mention Haunted Mansion. My son absolutely loves the ride, but the pre-show sends him over the edge. I usually ask the CM if we can skip the pre-show. They bring us in and send us through the normal line to enter the Doom Buggy. (where you exit to after the pre-show)

As I said, this is the frst I've heard of what we're now calling the "come back" ticket. I will absolutely look into this as an option for the next trip.

Thanks

 

[maynard]

i have a book, the unofficial guide to WDW. they do research--i mean RESEARCH on WDW. it's cool and kinda' scary at the same time ...anyway. they say that none of their researchers has ever been turned away from fastpass for coming back late--only coming back early. so, in essence, if you have a fastpass for test track and you come back to find the line huge, for whatever reason, just come back later. i see no need to get another pastpass.

i am nervous about this whole GAC thing, but i will get one for "insurance" like someone said. i'm hoping CMs will let us sit on aisles so we can make a quick get away if he freaks at a show (this is for the consideration of others as it is our family). if my DS5 starts spinning in circles in a line, i hope other people will be understanding...he's not an "uncontroled brat", he just can't handle crowds and does what he has to in order to make it through to the fun !

i was also wondering if the GAC has any sort of identification feature. i am going to outfit all of my gang with luggage tags on lanyards in case we get separated. my DS5 tends to "escape" if he is overwhelmed and that scares me. i am hoping that some CMs are educated on what to do if they encounter a lost autistic child.

finally, to the original poster, did you have any good experiences with the GAC this trip, or is it just a waste of time?

thanks to all posters--great info!

 

[Brightsy]

I have had times when I wanted to go onto Living With The Land. The main queue is not ECV accessible due to the narrow and tight turns, but the FP line is. I have received a "written FP" with a return time equal to the standby time and then was able to utilize FP.

Pirates does not have a FP line.

My niece has a GAC for one of her children with autism which allows her to use the GAC as a fastpass. I'm not really that familiar with GAC procedures because we don't use them at the water parks.

Being the niece in the comment I decided to respond.
We try to use the GAC as little as possible. I know it's not meant to provide front of the line privileges, we don't want or need that. Still it seems that when we do use it we end up having a far shorter wait time than the regular lines. Usually we end up going through the FP line or brought in through the wheelchair line. It hasn't always cut down wait times, like on the Jungle Boat cruise at MK, or the Safari at AK. But it has made things much easier for us.
Our rule of thumb is 20-25 minutes or more we use GAC, anything less my sons can handle fairly well, esp. if the line is moving through a themed area. A lot of the times what we'll do if there are more than one ride we want is FP some and use the GAC, if necc. for the others while we wait.
Sometimes the GAC has really gotten us in the rides quickly, almost so quickly that I feel a little guilty about it. I know how hard it is for any kid, or even some adults, to wait and wait for a ride. I know it can be frustrating to see someone escorted to the ride and get right in sometimes... *sigh* I'd much rather be able to use the "regular" lines because of what that would mean about my kids.
Still, I hate it when i hear someone say "Gee I wish i could be as lucky as you to get a card like that." Some luck...
I had a woman at my gym ask me about the GAC earlier this week, she'd overheard me talking about it w/ another special needs Mom. She said, "Gee, I wonder if I could get one for my grandson." I asked her if her grandson had an invisible disability or anything, her response, "Naw, I just want to make his day as fun as possible and less wait times..." *sigh* I treid to explain to her about how stuff like that can really abuse the system, but she seemed to not care... *heavier sigh*

Sara