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

[lanejudy]

I know that when you have UC/Chrohns, you can get a bathroom card that requires businesses without public bathrooms to give you access to a bathroom if needed.

Actually, such cards are simply a request. There is no legal requirement that a business provide access to private bathrooms, though most will make an accommodation. Similar-but-different: as a young child with a kidney disorder DD was often allowed access to non-public bathrooms simply by asking; but some places would tell us "no."

I’m assuming the vast majority of people who are asking for an AAP for “bathroom issues” are for IBS or overactive bladder/ urge incontinence.

I agree "bathroom issues" can have several very different meanings depending on the source cause, and as such could be claimed by a very large number of individuals. We all tend to think of disabilities from the perspective of our own personal experience (or that of close family/friend) and don't always realize others may have a different interpretation.

I don't think I've heard/read any reports of a solo traveler being denied accommodations for "bathroom issues" -- that very well may be accommodated differently.

 

[AnneK]

I am frequently a solo traveler and AP at Universal and was told bathroom issues alone were not enough to qualify.

 

[kps7795]

Our experiences with Disney over the last 6 months have been consistent. We had ONE surly cast member who begrudgingly renewed my son's DAS, but since that one, we have had no issues at all renewing the DL one 3 times and obtaining a DAS for our WDW trip last week.

I am going to attempt another renewal online today for our park visit Saturday. We'll see how it goes. I get nervous about it every time.

For this reason, I am amongst the minority of people who like Universal's new approach. It is an entirely unnecessary frustration to have to endure every time we go to WDW to get a renewed DAS. In the past, it would be a simple process to ask them to renew the DAS that you already had to provide an explanation about the disability. For the past several trips, I feel like I have been interrogated by the CM who clearly has ZERO medical training or background yet feels the need to grill us with questions about a disability.

 

[HavendishSquare]

For this reason, I am amongst the minority of people who like Universal's new approach. It is an entirely unnecessary frustration to have to endure every time we go to WDW to get a renewed DAS. In the past, it would be a simple process to ask them to renew the DAS that you already had to provide an explanation about the disability. For the past several trips, I feel like I have been interrogated by the CM who clearly has ZERO medical training or background yet feels the need to grill us with questions about a disability.

I actually really like this new approach as well.
I hate the anxiety of explaining my needs to a Disney cast member every 60 days. I’ve only ever had one bad experience trying to renew DAS and they were extremely condescending.

This may be an unpopular opinion, but it seems unlikely that a person who really needs this pass would have no medical documentation of any kind to prove said disability. Especially since IBCCES is pretty lax on the type of documents they accept.

I also found the process pretty straightforward for my disability, however I can see how the options could be misinterpreted for people with other kinds of needs and disabilities.

 

[bambialways4ever]

There also a lot of people with new disabilities due to long-Covid.

Also, a lot of new type 1 diabetics out there as covid is one of the infections that can trigger diabetes.

 

[OurBigTrip]

Also, a lot of new type 1 diabetics out there as covid is one of the infections that can trigger diabetes.

By the same token, not everyone with diabetes needs a DAS.

 

[bambialways4ever]

By the same token, not everyone with diabetes needs a DAS.

Where in my comment did I state or imply that? The discussion we were having was simply discussing the rate of newly diagnosed disabilities, and why we might be seeing an increase.

 

[OurBigTrip]

Where in my comment did I state or imply that? The discussion we were having was simply discussing the rate of newly diagnosed disabilities, and why we might be seeing an increase.

I didn’t say you did, just pointing out that even having a disability doesn’t mean that accommodations are necessary. I simply used diabetes as an example.

I stand by my opinion that the overuse (not abuse) of DAS and AAP comes down to the fact that so many people feel like if they have a disability, then they should be given line accommodations.

 

[CAPSLOCK]

Genuinely curious, why would diabetes be a reason for not being able to queue?

 

[anneboleyn]

Genuinely curious, why would diabetes be a reason for not being able to queue?

My daughter has never gotten the DAS because she was always too embarrassed to ask for it, but she definitely would benefit from it because the heat and all the walking causes her blood sugar to go crazy. When she was 6, her blood sugar went too low and she actually had a seizure and fell in to a diabetic coma. That was pretty rough. So if there was a return time to come back to the ride, she could at least sit in the shade and have a snack to keep her blood sugar stabilized.

 

[bambialways4ever]

Genuinely curious, why would diabetes be a reason for not being able to queue?

Well for one, there's different types of diabetes. Some can be managed by diet, monitoring, and/or little to no medical intervention. Those "variety" of diabetics are unlikely to need accommodations to access theme park rides. Others, like Type 1, can be more severe. Some type 1's are called "brittle diabetics" and their diabetes is incredibly, incredibly severe and there is no way they could manage a theme park without accommodations.

 

[bambialways4ever]

I didn’t say you did, just pointing out that even having a disability doesn’t mean that accommodations are necessary. I simply used diabetes as an example.

I stand by my opinion that the overuse (not abuse) of DAS and AAP comes down to the fact that so many people feel like if they have a disability, then they should be given line accommodations.

And I stand by my opinion that I would rather there be overuse by actually disabled people who may not need it over disabled people facing even more discrimination and barriers to access because of an increase in scrutiny and gatekeeping on who is "actually disabled enough".

 

[keishashadow]

Well for one, there's different types of diabetes. Some can be managed by diet, monitoring, and/or little to no medical intervention. Those "variety" of diabetics are unlikely to need accommodations to access theme park rides. Others, like Type 1, can be more severe. Some type 1's are called "brittle diabetics" and their diabetes is incredibly, incredibly severe and there is no way they could manage a theme park without accommodations.

One size does not fit all. type 2 can also find themselves in distress over dramatic changes in temperature, level of activity & dehydration & find themselves crashing

have a friend who is working as a scare actor this year and they have heard that there may not be any accommodations either. They’re just working in the houses so I wouldn’t take their word as fact but the fact that they’re mass approving the gold pass does make me believe it a little more.

if we could only get the low down from a boat captain…

 

[JLTraveling]

After 3 weeks of waiting, my dad finally had his phone call with Universal. I wanted to share his experience and clear up a couple of misconceptions here.

First, his call was absolutely wonderful. The girl he spoke with was extremely knowledgeable, professional and friendly. She set him up not only for UO, but also for Hollywood since he mentioned he may take a trip out there early next summer. He gave her his GC code for his previous accommodations, she asked a few questions, and she set him with the same accommodations at UO and the closest equivalent for Hollywood. He now has a case number printed on his IBCCES card, and he was told to present it in the app when he goes to GS to pick up his passes. We're not going till the end of Sept, so I can't say how that part will go firsthand, but my friend who works in GS says it's a two-minute process.

There WILL be accommodations for HHN. Both my friend in GS and the accessibility team member Dad talked to confirmed it. They haven't yet set the specific process (if you're in the park during the day and also going to HHN, will you get one accommodation that works for the day and night? Or as in past years, will you need to visit GS twice, once for your daytime accommodation and once for your HHN accommodation? Will they issue some sort of multi-night accommodation for FFP holders to cut down on the nightly line at GS?) Those are the types of issues they're still working through. But accommodations WILL exist. In fact, the accessibility team member told Dad that they're no longer splitting accommodations between daytime and HHN. In other words, it used to be two separate systems, and some people had trouble getting HHN accommodations despite having accommodations during the day. Now it's all one system, all tied to the case number on your IBCCES card.

Standing in line issues: NOT an automatic disqualification. Dad checked those (applied early on the website, no other options that really applied to him at all). They were much more interested in WHY a mobility aid wouldn't work. I'm sure it helped that he had already been approved for GAP passes under the old system, but just be prepared to explain why that particular accommodation does not work for your disability.

Cognitive disorders only? Big fat nope. Dad's issues are 100% physical, and like I said, he was approved no problem. Again, you have to explain the WHY.

Bathroom issues: I can't speak to this one from personal experience. BUT, it seems pretty clear that Universal is cracking down, likely due to abuse. But from everything I'm reading here, it's really not the need to use the bathroom frequently that's the underlying issue. It's everything else that goes with it. People have mentioned that it causes severe pain. That they travel alone with a small child who can't be left alone in the line or sent to the bathroom alone. That they may need to leave the park altogether if it's a bad flareup day. That they have to deal with a colostomy bag. That the condition causes severe anxiety. Etc, etc, etc. Those are the things you should be focusing on. Just like how my dad has to explain why a mobility device isn't a suitable accommodation for him, it's on you to explain why leaving the line to deal with your bathroom issue isn't a suitable accommodation for you.

Documentation: Dad applied with the form his doctor filled out for him to get his handicap parking placard. It lists his issues and why he needs the parking placard, but not a specific diagnosis, and is a little over a year old. It also has his doctor's name and phone number, and he looked up the doctor's whatever it's called number in the database IBCCES provides a link to. Disclaimer: his parking placard is from the state of Florida. Each state's forms are different, so your state's may not have the relevant information listed. But the point is that you don't need a new letter from a doctor, let alone a specialist. If someone on the accessibility team told you that, they were misinformed and you should call back and ask for a supervisor.

Upcoming trip: If you have a trip coming up soon and you haven't gotten a call yet, you have a couple of options. First, call Guest Services (directly, not the main Universal number), explain your dilemma, and ask for the accessibility team. If that doesn't work, you can still get accommodations in person at Guest Services. They'll call it a one time exception and explain that you have to go through the full process before your next visit, but they still have the ability to issue accommodations in person for now. If you already have the IBCCES card but just haven't had the phone call, they MAY have you speak with an accessibility team member in person and go ahead and get you set up for the year (pending availability). So don't hesitate to take your trip if you haven't gotten the call.

I hope all this helps a little!

 

[keishashadow]

sifting thru the comments here, it’s apparent that many are experiencing what appears to be high level of stress over this. Could have been mitigated to some degree if there had been advance notice and more thorough explanation IMO.

tip ‘o the hat to the Mods who are doing a great job here keeping the thread going

I do find it discouraging to read the posts in these sorts of threads that reek of an off-putting superiority of a sort/them vs us thing. Hard to interpret tone on a message board, does come off as to some thinking their personal issues are more viable than others.

We all roll differently. However, it’s good to remember there are few absolutes in life. Never hurts to take a deep breath and walk a mile in one’s shoes before passing judgment

many experiences detailed here are quite contradictory to what others are reporting. Could be that it’s still a work in progress & people are reporting anecdotal information.

However, I really don’t think it’s a one size fits all determination in play here, more like they are stating the general guidelines and procedures. side effect that setting up hoops as to documentation will weed out the requests, may have been an afterthought On U’s part.

ok, now my request :

I’m looking for updates from those who have completed their process and can share their actual, RL experiences.

a few questions:

1. if one has the approval card from IBCCES, is the number they assign the same one that is used in the park’s system?

2. is Universal (or Sea World for that matter) actually calling guests in time before their planned trips or does one need to call them?

3. If one does need to call ”them”, what is the specific phone number/department involved?

4. What is a gold pass? A direct escort? Not wrapping my head around it via the comments as to it I see being mentioned here, portrayed as the only one that will be helpful to guests. Or not, May be it’s just my (mis?)interpretation of emotional posts here?

4. additionally, quite confused by the recent posts here as to people being denied by U for standing/queuing issues. Would think selecting the Sensitivity selection would flag anxiety issues:

“Standing/Queuing: individual is not able to stand for a significant amount of time

Sensitivity to crowds or enclosed spaces”

 

[JLTraveling]

sifting thru the comments here, it’s apparent that many are experiencing what appears to be high level of stress over this. Could have been mitigated to some degree if there had been advance notice and more thorough explanation IMO.

tip ‘o the hat to the Mods who are doing a great job here keeping the thread going

I do find it discouraging to read the posts in these sorts of threads that reek of an off-putting superiority of a sort/them vs us thing. Hard to interpret tone on a message board, does come off as to some thinking their personal issues are more viable than others.

We all roll differently. However, it’s good to remember there are few absolutes in life. Never hurts to take a deep breath and walk a mile in one’s shoes before passing judgment

many experiences detailed here are quite contradictory to what others are reporting. Could be that it’s still a work in progress & people are reporting anecdotal information.

However, I really don’t think it’s a one size fits all determination in play here, more like they are stating the general guidelines and procedures. side effect that setting up hoops as to documentation will weed out the requests, may have been an afterthought On U’s part.

ok, now my request :

I’m looking for updates from those who have completed their process and can share their actual, RL experiences.

a few questions:

1. if one has the approval card from IBCCES, is the number they assign the same one that is used in the park’s system?

2. is Universal (or Sea World for that matter) actually calling guests in time before their planned trips or does one need to call them?

3. If one does need to call ”them”, what is the specific phone number/department involved?

4. What is a gold pass? A direct escort? Not wrapping my head around it via the comments as to it I see being mentioned here, portrayed as the only one that will be helpful to guests. Or not, May be it’s just my (mis?)interpretation of emotional posts here?

4. additionally, quite confused by the recent posts here as to people being denied by U for standing/queuing issues. Would think selecting the Sensitivity selection would flag anxiety issues:

“Standing/Queuing: individual is not able to stand for a significant amount of time

Sensitivity to crowds or enclosed spaces”

I agree that many are going through a lot of stress and angst. And I can understand. I was very worried that for some reason Dad's prior accommodations wouldn't be honored, after a long process of fighting for those accommodations. And I do wish there had been a better rollout (apparently the angst we're seeing here is nothing compared to what GS is seeing in person every day). Anyway, to your questions:

1. When you complete the process, the accessibility team member will issue you a case number. They'll tell you the number over the phone and also link it to your IBCCES card. You'll access your digital card through the IBCCES app, your number will be right there on it, and you'll present that to Guest Services in person to get your physical accommodation card/pass.

2 and 3. No clue about SeaWorld. Dad's still waiting to hear from them. For Universal, they seem to be backed up about 3 weeks right now. They *should* send you an email in about a week, asking for your trip dates and some good times to call. But if your trip is getting close, go ahead and call. You want Guest Services, (407) 224-4233. Explain your dilemma to the person who answers and ask to be connected to the accessibility team.

If for any reason you have a problem getting connected, you can still walk into Guest Services in person and get accommodations there. They're trying to phase that out, but it's still in place while they're backed up.

4. Not totally sure. But my best understanding is that it's like a regular AAP, only when you return to the attraction you get escorted inside by a team member rather than then waiting in the Express line.

5. Standing issues are not an automatic disqualification, but you do have to explain why a mobility device won't work.

 

[keishashadow]

1. When you complete the process, the accessibility team member will issue you a case number. They'll tell you the number over the phone and also link it to your IBCCES card. You'll access your digital card through the IBCCES app, your number will be right there on it, and you'll present that to Guest Services in person to get your physical accommodation card/pass.

Thanks for your very helpful posts!!!

But if your trip is getting close, go ahead and call. You want Guest Services, (407) 224-4233. Explain your dilemma to the person who answers and ask to be connected to the accessibility team.

I just called, was told:

*they are no longer putting calls thru to the accessibility team. Rationale being they are busy working thru the “10,000+” approvals they have in the system as best they can on a first in, first out basis.

*if they don’t reach out via a phone call in advance of trip, one is to present themselves at GS, with the approved IBCCES card in hand & a photo ID. No additional documentation is required.

*was unable to verify if the IBCCES card number would be the same number they attach to their system, as many applying are already In their existing data base.

*nothing in writing as to whether special events (HHN) are included in the pass. was told the general consensus in the office is that they will follow past protocols as to having accommodations offered.

JMHO, unless they were waiting to gauge interest in the accommodation to determine exactly “what” they were going to offer; it’s beyond belief that they didn’t have a clear-cut plan in place as to special, after hour events.

 

[notatallmagic]

Also, a lot of new type 1 diabetics out there as covid is one of the infections that can trigger diabetes.

I certainly don't "like" this horrible new reality, but as someone who is acquainted with a viral trigger issue, this is most certainly true

 

[wilkeliza]

Genuinely curious, why would diabetes be a reason for not being able to queue?

Diabetes type 1 is an auto-immune disease so close quarters crowds are not suggested for long periods of time to help mitigate risk of getting sick. Also heat related issues that cause wild blood sugar spikes and lows. Then the fact if you are pen based you need space to be able to give yourself a shot and if someone bumps you while you have that needle in your body it is incredibly painful. For some with diabetes there is also an anxiety component when dosing publicly or in a crowd.

 

[OurBigTrip]

And I stand by my opinion that I would rather there be overuse by actually disabled people who may not need it over disabled people facing even more discrimination and barriers to access because of an increase in scrutiny and gatekeeping on who is "actually disabled enough".

And that’s where we’ll agree to disagree - if people don’t truly need the line accommodations, they shouldn’t be asking for it. That people do ask when it’s not really needed is why there is now additional scrutiny.