Universal now requiring documentation be sent to a third party for accessibility

[DLgal]

It doesn’t sound like they are actually very well trained.
”can’t stand in lines with other people” is not at all the same as needing a wheelchair because you can’t stand in line.
It also sounds like the IBCCES process/application was not very well thought out and has a lot of opportunity for error both on the side of under and over accommodation

I don't think it's a matter of training. This falls under "user error" or in this case, checking off the wrong boxes during the application process.

There are 2 yes/no questions about ABILITIES. Those need to be answered honestly. Those are the MOBILITY questions. A YES answer to either of those means your primary need is mobility based.

I applied on day one. I never even thought to select "can't stand in lines with other people" because my son CAN do these things. Instead, I checked the boxes for the following, which DO reflect the issues that are faced with waiting in attraction queues:

 

[AnneK]

As I understand it is good for only one year. Then you have to go thru the whole process again but hopefully it will be easier since you can show that you had it granted already under this new system.

When I talked to them this morning they said as long as my IBCCES card stays current then so will my pass at Universal.

 

[ArielRae]

I don't think it's a matter of training. This falls under "user error" or in this case, checking off the wrong boxes during the application process.

There are 2 yes/no questions about ABILITIES. Those need to be answered honestly. Those are the MOBILITY questions. A YES answer to either of those means your primary need is mobility based.

I applied on day one. I never even thought to select "can't stand in lines with other people" because my son CAN do these things. Instead, I checked the boxes for the following, which DO reflect the issues that are faced with waiting in attraction queues:

View attachment 784030

Not totally user error but also IBSSEC‘s error with not having their systems loaded total correct. Can I ask if you applied on the website or the app? They didn’t have all the options on both places. I applied first day too and sensitivity to crowds or enclosed spaces wasn’t there when I applied for my son. Which would have been an instant check off instead of difficulty standing in line which I was left to select. Also they recently added the respite option. So they have been making changes and Universal is refusing to acknowledge that we did our part now they need to do theirs.

 

[EveDallas]

I don't think it's a matter of training. This falls under "user error" or in this case, checking off the wrong boxes during the application process.

There are 2 yes/no questions about ABILITIES. Those need to be answered honestly. Those are the MOBILITY questions. A YES answer to either of those means your primary need is mobility based.

I applied on day one. I never even thought to select "can't stand in lines with other people" because my son CAN do these things. Instead, I checked the boxes for the following, which DO reflect the issues that are faced with waiting in attraction queues:

View attachment 784030

Those options were not there when I applied. I chose the closest thing I could find to explain his issues. I have since gone back and checked all the sensory options.

 

[DLgal]

Those options were not there when I applied. I chose the closest thing I could find to explain his issues. I have since gone back and checked all the sensory options.

Like I said, I applied for my son the day this was announced. The options were all there. We got his card the next day (on July 13). This is a screen shot of his card. I have not changed anything. We got a call from Universal the next day and were issued an assistance pass based on those needs.

 

[DLgal]

Not totally user error but also IBSSEC‘s error with not having their systems loaded total correct. Can I ask if you applied on the website or the app? They didn’t have all the options on both places. I applied first day too and sensitivity to crowds or enclosed spaces wasn’t there when I applied for my son. Which would have been an instant check off instead of difficulty standing in line which I was left to select. Also they recently added the respite option. So they have been making changes and Universal is refusing to acknowledge that we did our part now they need to do theirs.

I used the app, on day one that this was announced. Card was issued July 13.

 

[EveDallas]

Like I said, I applied for my son the day this was announced. The options were all there. We got his card the next day (on July 13). This is a screen shot of his card. I have not changed anything. We got a call from Universal the next day and were issued an assistance pass based on those needs.

Why on earth would I lie? You come across as quite abrasive about this. Your experience isn't the only possible one.

 

[EveDallas]

I used the app, on day one that this was announced. Card was issued July 13.

And that's the difference. I didn't even know there was an app. I used the website, which had far less options.

 

[DLgal]

Why on earth would I lie? You come across as quite abrasive about this. You're experience isn't the only possible one.

I didn't say you lied. I am sharing my experience.

 

[DLgal]

And that's the difference. I didn't even know there was an app. I used the website, which had far less options.

Okay, well that explains things. I was not trying to be harsh. I just didn't understand how there could be such a variety in the experiences of simply filling out what should be a standard application. Clearly the app vs website has some inconsistencies.

I tend to use apps when available, because they get updated more frequently and are usually the preferred method for most companies that provide a service. I am not one to print out hard copies of things when an app can store them digitally.

 

[ArielRae]

I used the app, on day one that this was announced. Card was issued July 13.

Did you upload an IEP as your proof? I noticed between the app and website that I couldn‘t select educator for DS’s IEP info on one but not the other did you notice this? Had issues getting his IEP to load on the app and this is how I noticed the various differences in each, So was stuck selecting his issues with what was offered on one that wasn’t on the other.

For those of us having issues cause of no fault of our own we are very upset to have to hear that Universal is unwilling to help when we have done our part like they asked.

 

[DLgal]

Did you upload an IEP as your proof? I noticed between the app and website that I couldn‘t select educator for DS’s IEP info on one but not the other did you notice this? Had issues getting his IEP to load on the app and this is how I noticed the various differences in each, So was stuck selecting his issues with what was offered on one that wasn’t on the other.

I did upload the IEP front page as a screen shot from my Google Drive .pdf

I did this in the app and it was as easy as uploading a photo to this site. I typed in the name and email of his case manager at school. No issues doing any of this in the app.

 

[ArielRae]

I did upload the IEP front page as a screen shot from my Google Drive .pdf

I did this in the app and it was as easy as uploading a photo to this site. I typed in the name and email of his case manager at school. No issues doing any of this in the app.

Ok, thanks. Yes, it seems that the issue was their website having limited options over the app and now we pay the price for it.

 

[ArielRae]

I wonder if Universal reads these boards like Disney does? I hope they do and implement something based on what they read here about these issues.

 

[DLgal]

I wonder if Universal reads these boards like Disney does? I hope they do and implement something based on what they read here about these issues.

I doubt they do.

 

[EveDallas]

For those of us having issues cause of no fault of our own we are very upset to have to hear that Universal is unwilling to help when we have done our part like they asked.

I feel bad for the Universal employees who are undoubtedly dealing with many upset guests over this. The lady I talked to told me that they've been told that they have to follow exactly what is on the card and can't take anything else into account.

 

[ToxicRoyalty]

I've noticed quite a bit of people saying more gold passes are being given/people who used the orange pass previously have been given gold with the new system, which I'm super grateful because it meanspeople are getting their needs better met.
However, I really hope Universal has plans on supplementing or improving the escort system, because in my experience, they have one escort per attraction. Which already can lead to waiting the full attraction wait time (since they don't shorten it because you're being escorted) and another 15-20 minute wait in the front, busy area waiting for the escort. It's caused certain issues before and I can see it getting worse if they're not prepared for more guests using that particular system.

 

[HavendishSquare]

Does anyone know if IBCCES is matching the medical documentation to the requested accommodation during the approval process? What’s stopping someone with only a mobility disability from selecting the sensory accommodations after they get denied by Universal the first time?

 

[EveDallas]

Does anyone know if IBCCES is matching the medical documentation to the requested accommodation during the approval process? What’s stopping someone with only a mobility disability from selecting the sensory accommodations after they get denied by Universal the first time?

Nothing that I can see. I was able to change accommodations on my son's card without any additional approval. Granted his doctor's note says "_____ has a disability that makes it difficult to wait in crowded lines and requires a separate area to wait" so maybe that covers sensory for them.

 

[AnneK]

Does anyone know if IBCCES is matching the medical documentation to the requested accommodation during the approval process? What’s stopping someone with only a mobility disability from selecting the sensory accommodations after they get denied by Universal the first time?

When I did my call today they could see my previous history on file. I'm guessing if someone calls in and is denied that will be noted on their file.