Never at Disney!!

[travelitis]

Now this is NOT at all normal for WDW, and I never thought I'd have this battle there. I've been there 30 or so times, and this was a first, so please don't expect this to happen to you. Disney is normally wonderful about accomodating disabilities.

We were getting in line to see Darth Vader at MGM, and the CM told me my son would have to LEAVE HIS WHEELCHAIR OUTSIDE. I asked how long the wait was (too long for him to stand) and told the CM that he couldn't do that because he takes chemo for JA, and he must be able to enter in his chair. The CM held his ground even though I calmly explained that it wasn't legal to discriminate against disabled people. He stood firm denying us entrance to an obviously accessible line even though you could see strollers in there. We had to grab a mgr. and explain that our son was on chemo and could wait his turn like everyone else IF he could stay in his chair. They hustled us to the exit to give us front-of-line access even though we protested against the special treatment. My dh jumped in line to stand for us, and we tried to get them to let us wait until he got through, but they insisted on us not waiting. In reality, because of the time it took to get access, we were really ahead of most of the people in that line, but not all.

The moral of the story is that while Disney tries to be accessible to everyone, that doesn't mean every CM will use common sense or understand your situation. If you don't get an answer you like, try again with someone else.

 

[mamaminnie]

Just a question. . . Were you using a GAC? Do you think that would have helped the situation?

Hop e you had a magical trip.

 

[Cheshire Figment]

If the person is in a wheelchair a GAC is not needed.

If it is a child in a stroller, then one needs either a GAC with a "stroller as wheelchair" stamp or the special tag they will give out.

 

[SueM in MN]

If the person is in a wheelchair a GAC is not needed.

If it is a child in a stroller, then one needs either a GAC with a "stroller as wheelchair" stamp or the special tag they will give out.

Legally, the wheelchair has to be let into the line - no GAC necessary.
I do know there are sometimes problems with CMs recognizing one of the wheelchairs that look more like a stroller than a wheelchair (i.e. transport chairs with 4 small wheels or special needs strollers can look very much like strollers to some people). That's why it's sometimes easier to just get a GAC or tag that allows "stroller to be used as a wheelchair" with those types of wheelchairs.
But, even if it was that sort of wheelchair, the CM should have allowed it in once it was identified to the CM as a wheelchair.

That said, there are some CMs with no common sense. In 17 years of travel with a wheelchair, we have only run into problems a few times. The most "uncommon sense" thing we have run into was a CM who did not want to let us use the wheelchair "gate" when (after waiting in line until that point), we got to the area with steps. Even explaining that there was no way for a wheelchair to go up steps, she would not let us into the only area where we could go. Even after her manager came and told her to let us thru, she didn't want to. We were polite, but insistent. I wonder how many people were less assertive and were just turned away by her before us.

 

[dclfun]

Wow...that's totally unacceptable. Not only was it unacceptable to deny your son or anyone else access in a w/c it was also unacceptable for you to have to explain your son's condition. There should have been no questions asked. I hope you follow through with a letter to Guest Communications and I'm glad a manager helped you out. I'm sure he/she was just as horrified. ---Kathy

 

[MightyMom]

We just got back from WDW and the highlight of our trip was Star Wars Weekend at MGM Studios. We waited in line to see Darth Vader. My son is in a wheelchair and they had no problem letting us in....infact.... I don't recall anyone even acknowledging my son was in a wheelchair. (I always appreciate it when people don't make a fuss over him simply because he's disabled... I would rather they fussed over is beautiful red hair or silly sense of humor)

Sorry... I kind of got off track there....

I would also like to add that my son participated in two Star Wars activities in which I DID have to give the cast member information about his condition.

#1: The Jedi Training Academy. Even though we were there 30 minutes prior to show time, my son was not choosen to go up on stage to fight Darth Vader. He was devastated.... so we turned to leave and didn't watch the rest of the show. As we were leaving I was approached by a cast member. She said my son was probably not picked because the "jedi master" was not sure whether or not he would physically be able to do the moves the other children could. I assured them he could move his upper body just fine, and even though he wouldn't be able to do it as well as the other kids, he could participate. The cast member then told me to report back for the next show 15 minutes early. We did.... and my son was picked. We had to use the Fast Pass lane for Star Tours to access the ramp onto the stage.... but that was no problem because we guided by a cast member.

#2: On Friday we registered him for the Paddawan Mind Challenge. We were told he had to be able to raise a small flag with no assistance. I assured them he could do it. Again the same stage was used, so we used the Fast Pass lane for Star Tours to access the ramp to the stage. (BTW... he did AWESOME in the challenge!)

Oh... and one more point. We did get a GAC even though he is in a wheelchair. I asked for one because my son has low vision and needed to be seated in the front of a theater. It was also stamped to use an alternate entrance when available. We didn't have to use it often because the cast members were very accomidating.

 

[SueM in MN]

Oh... and one more point. We did get a GAC even though he is in a wheelchair. I asked for one because my son has low vision and needed to be seated in the front of a theater. It was also stamped to use an alternate entrance when available. We didn't have to use it often because the cast members were very accomidating.

I forgot to mention that a GAC is not usually needed for people with wheelchairs/ECVs as long as just having as an accessible line/entrance is all that is needed. Some people have additional needs and might need a GAC.

 

[BlindTyldak]

Sounds like the same types of problems we had . . . 3 out of four parks, NO problem whatsoever with my husband's disability. But at the MK we got the runaround at every turn. First City Hall told us that he would not need a GAC because he had rented an ECV. Then he got turned away from Space Mountain and was told that because he did not have a GAC he would have to walk up the ramp . . . he has MS, and because we rented the ECV his canes were back at the rental station; regardless, he can't stand for the 90 minute wait that it was even with his canes. So back to City Hall. They put up a huge stink about giving us a GAC without a doctor's note. I asked for an area supervisor and they finally gave us the fool card, but we still ended up skipping SM because DH was so ripped, he knew he'd end up chewing out the CM's and didn't want to prolong a bad experience.

and before anyone says it: yes, I am VERY aware that technically you don't need a doctor's note, but they still asked for one (I'm thinking because once in the scooter my husband admittedly doesn't "look disabled", he looks extremely fit). This time not only did we buy our own ECV that we are flying down there, but we're also bringing a doctor's note to be on the safe side.

 

[SueM in MN]

Then he got turned away from Space Mountain and was told that because he did not have a GAC he would have to walk up the ramp . . . he has MS, and because we rented the ECV his canes were back at the rental station; regardless, he can't stand for the 90 minute wait that it was even with his canes. So back to City Hall.

I'm curious if you talked to a supervisor at Space Mountain?
That queue is not ECV accessible and according to the WDW Guidebook for Guests with Disabilities, "Guests must transfer from motorized scooter or ECV to an available wheelchair, then from the wheelchair to the attraction/ride vehicle."
That's why the CM at Guest Services was not wanting to give a GAC.

It sounds like the CM at the attraction was not aware of this and just knew that ECVs could not go up the line.
That's one of the reasons it's a good idea to keep a copy of the Guidebook for Guests with Disabilities with you. That way if a question comes up about whether or not an ECV can go in the line, you can show the CM what their own book says is supposed to happen. If the CM had been following that, your DH would not have needed a GAC and would have been able to ride.
Usually, even if the CM isn't aware, the supervisor or lead CM for the attraction is, so getting them involved is usually helpful.

 

[BlindTyldak]

I'm curious if you talked to a supervisor at Space Mountain?
That queue is not ECV accessible and according to the WDW Guidebook for Guests with Disabilities, "Guests must transfer from motorized scooter or ECV to an available wheelchair, then from the wheelchair to the attraction/ride vehicle."
That's why the CM at Guest Services was not wanting to give a GAC.

It sounds like the CM at the attraction was not aware of this and just knew that ECVs could not go up the line.
That's one of the reasons it's a good idea to keep a copy of the Guidebook for Guests with Disabilities with you. That way if a question comes up about whether or not an ECV can go in the line, you can show the CM what their own book says is supposed to happen. If the CM had been following that, your DH would not have needed a GAC and would have been able to ride.
Usually, even if the CM isn't aware, the supervisor or lead CM for the attraction is, so getting them involved is usually helpful.

we asked for a supervisor, but were told there was none available. we did have the guidebook with us, and pointed out the transfer to a regular wheelchair, but the CM still insisted we needed the GAC in order to do that and without a GAC we would not be granted any handicapped accessability considerations at any lines (which we knew was not true, of course).

unfortunately we had many issues just at the MK with handicapped accessability, things that we knew were flat out not true, like being denied an ECV in the evening when there was only two hours left that the park would be open because they were only 75% charged, when we knew that they would release them at 50% after about 4 PM since the charges last so long; CM's at other parks had advised us about this, and a manager the following morning advised us the CM who denied us the ECV had been in the wrong as well and we got the rental for free. or at Peter Pan, where we had to wait for 45 minutes because no CM knew what they were supposed to do to get my husband into the boat (even though he kept telling them that if I could help him just walk in the gate clearly marked "handicapped" he could climb in himself if they could stop the ride for about 5 seconds, which is what they finally had him do after asking 5 or six other CM's). But it was JUST at the MK, all three other parks were great and the CM's were very knowledgable about where to go, how to get there, and what needed to be done once we got to the loading/unloading stations.

 

[Cheshire Figment]

I agree that probems such as this should not happen. It is unfortunate that such do happen from time to time. However, there is a way that can help (not necessarily you, but at least others) in the future.

Note the name on the person's nametag.

Write a letter to WDW Guest Communications, PO Box 10000, Lake Buena Vista, FL 32830 explaining what happened. Be sure to give the date, location, name and as close to the time it happened.

First of all, every letter received is read and acted on in some way.

If it is a compliment, it will go through management down to the CMs location. Some letters end up being published in a weekly newsletter to all CMs, with the full name of the CM, and even comments by the Executive Vice President of Operations.

If it is a complaint it will also go down through management. They may find that the CM has not been properly trained, in which case they will make the CM aware of what action(s) should have been taken. If it is something unusual they may realize something needs to be done and take action. If they get multiple, similar, complaints of the same action by the same CM after they have discussed this it can lead to transfer of the CM to a position where there will not be guest contact or even termination if it is egrarious enough.

I know that I am the only Mike working greeter/guest services/tickets at Typhoon, so if a letter came about "Mike" they would know it was me. However, when I worked at Epcot as a greeter I knew two other people name Mike; if a letter came there they would have had to check work schedules to see which Mike was on duty at that time.

 

[LisaBi]

Wonder why MK is so "bad" compared to the other parks? Now, we've have some WONDERFUL experiences with DS at MK, but also ALL of our bad experiences with access have been there (except Test Track - that one is a pain every trip!). More so when were doing "stroller as WC" than with actual wheelchair.

If you have a bad experience, definitely find a manager or go to guest services and tell them exactly what happened and what needed to happen in order for you to experience the attraction. They'll fix it.

LisaB

 

[SueM in MN]

Wonder why MK is so "bad" compared to the other parks? Now, we've have some WONDERFUL experiences with DS at MK, but also ALL of our bad experiences with access have been there (except Test Track - that one is a pain every trip!). More so when were doing "stroller as WC" than with actual wheelchair.

I think it's because MK has the oldest attractions and the least accessible ones. For AK and MGM, accessibility was thought of from the start and they were built with Mianstream Accessible lines. For MK and Epcot, those things were added after the park was built. Nothing is the same, so if CMs work in different attractions, they have to rememberr a different set of access information for each attraction.
Then there is "Guest Expectations". Some people's first experience at MK is a ride that does not have Mainstream Access and they use a "wheelchair entrance". A lot of people think that is how all the attractions are supposed to operate, so when they are told to stay in the regular line with everyone else, they are confused (and some get mad). If the CM has had a few people like that before I show up, he's probably going to approach me in a way that expects I might do the same thing.

 

[travelitis]

To answer the question of GAC, yes we had one that acted as a Fastpass. With my son on chemo he gets easily fatigued, and when he gets tired he hurts. We can't do long days in the parks, so even with that GAC and staying 8 nts. we missed half of Epcot. We also didn't repeat rides. Showing the GAC was no help, and he knew it was a wheelchair. We saw a mgr. talk to him, and I'm sure they completely addressed the problem, so it wasn't worth lodging a further complaint.

He, and I hate to say this, came accross as one of those people who just has to be right. We weren't rude to him, and we had to walk right past him afterwards, so he could've easily apologized for his mistake, but he didn't. It sure would've been nice if he'd admitted his error, but more important is that he doesn't repeat that mistake .

 

[travelitis]

Speaking of the MK . . . we'd had some problems with cast members not looking for people waiting at the disabled entrances during slower seasons. We waited for so long in Space Mtn. The CM's just ignored us. They didn't even look over at us, much less acknowledge us and tell us it was going to be a few minutes. Finally the people in front of us complained.

 

[disneyobessed]

we were at WL last summer and the lifeguard would not allow my husband to take my handicapped sun down the waterslide. i tried to explain to him that he had cerebral palsy and he could easily fall backwards and smack his head but he didnt budge. Kids had to slide down the slide alone. I felt compltelty annoyed with it.... Im hoping we have a different outcome this year at Boardwalk...

 

[Cheshire Figment]

I'm sorry but as someone who works at Disney World Rule One, over everything else, is Guest Safety. If a lifeguard has been instructed or trained that a person must be capable of safely going down a water slide by themselves the lifeguard can be terminated for allowing that rule to be violated.

If you disagree with the policy you should politely ask to be put in touch with the lifeguard's supervisor. I work at one of the water parks and know that the lifeguard supervisors and slide operations supervisors all have lifeguarding experience. Note that it would have to be a lifeguard supervisor; just a resort Guest Services Supervisor or Manager cannot overrule a lifeguard.

Since I am not involved with lifeguards (I'm in tickets/greeting/guest services at a water park) I cannot make any statement that affects their operations. I know in my job I have certain leeway to bend (or even break) some rules, but I am not permitted to allow violation of anything safety related if I want to keep my job.

 

[disneyobessed]

i totally agree. I used to lifeguard at our town beach and the water wings were NOT allowed because they dont support the neck/head. We never had rules for handicapped people which in a way now that i think about it maby there should be some type of accomidations for the lifeguards to be able to make. Just my opinion.

 

[LisaBi]

I think it's because MK has the oldest attractions and the least accessible ones. For AK and MGM, accessibility was thought of from the start and they were built with Mianstream Accessible lines. For MK and Epcot, those things were added after the park was built. Nothing is the same, so if CMs work in different attractions, they have to rememberr a different set of access information for each attraction.

Good point - Never thought about the fact that some CM's might be unaware/unfamiliar with procedures at non accessible attractions - those have been the bulk of the issues.

 

[HappyCamperToo]

we asked for a supervisor, but were told there was none available.

I find it hard to believe this is true. Not that the CM said it, but that no one was available. It seems to me that sometimes some employees will say things like that when they just don't want a supervisor involved. At the very least another peer CM could have come over.