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

[SueM in MN]

one thing I did want to mention. Same family member had their talk with WDW re renewing their DAS This weekend.

Interestingly enough, the opening question changed. had never heard it stated that way in the past. More like the Qs on the IBCCES application.

“why do you need the ability to leave an attraction line?”

not sure if it was a one-off sort of thing or the CM was working from a script.

we’ve always been asked a variation of “what are your concerns with waiting in the regular lines.”
And, I’ve answered it by listing the actual things in the line that cause issues or make waiting in lines difficult for my daughter.
I’m not sure ”why do you need the ability to leave an attraction line?” would get the same responses from people and since waiting outside of the regular line is the accommodation offered by Disney, I’m not sure why they would be asking that question - unless the CM already is aware that the guest may need to leave and re-enter the line.
My family doesn’t get into lines that are too long for my daughter to tolerate and if we need to leave a line, we’re not going to be coming back

 

[Jaay]

I’m sure you would have no problem requesting a higher accommodation if you explain to the team member why it’s necessary. I’m guessing they gave her the orange pass because that is probably considered the default. Weird that they didn’t explain to her how the pass works or anything.

But to ease your anxiety a bit, the one express line where I waited 50 minutes was for one of their headliners. I waited in the express line for another headliner the next night that had a 90 minute standby and the express line was maybe 20-25 minutes, which is much closer to what I would have expected. I’m wondering if they had something happen in the house that held up the line the first night. Every other house’s express line has been in the 5-20 minute range.

That’s a good point - I can’t imagine they would be hesitant to give out the Gold if we expressed our concerns with the express lines throughout HHN specifically. It is definitely bizarre, the email detailing the conversation just says that she’s been granted the AAP pass for both the Orlando and Hollywood parks.

That does help with the anxiety of how bad it could potentially be. I know they tend to die down and get more organised as the event goes on too, so I would imagine it won’t be too much of an issue. Definitely worth keeping an eye on it and if it is bad, then we could always pop over to Guest Services and tell them the Orange pass isn’t working for us at HHN.

Thank you for your help

 

[HavendishSquare]

one thing I did want to mention. Same family member had their talk with WDW re renewing their DAS This weekend.

Interestingly enough, the opening question changed. had never heard it stated that way in the past. More like the Qs on the IBCCES application.

“why do you need the ability to leave an attraction line?”

not sure if it was a one-off sort of thing or the CM was working from a script.

Just got off the video call to renew DAS and I got the usual variation of “What prevents you from being able to wait in a traditional line”. So I’m guessing the way your CM stated it was a one off.

Interestingly, the one and only time I was denied DAS was by an extremely condescending CM. Well, guess who happened to be assigned to my video chat today? I was really nervous, but he ended up approving me this time. He still sounded very condescending though, so maybe that’s just his default way of speaking lol.

 

[kps7795]

Interesting. I’m planning to renew my DAS tomorrow and I’m curious to see what they ask me.

Regarding them getting escorting a couple groups at a time, I have seen them take a single group up, but it definitely looks like they try to take as many groups in one go as possible.

If you choose to wait to be escorted to the front of the line, how long do you have to wait for a TM to escort you?

 

[Dis Dragon]

We just got back and I was denied Universals accessibility pass. I went through the IBECCS requirements, was approved for that. Never got an email or call from Universal before the visit, went to guest services when I got there, I'll just say there's bathroom issues - guest services said they partnered with attractions to escort you back through the line after you leave it... So they expect a person to climb out of a 60 minute queue and then a CM will take you back to where you were? (while your party waits I suppose) That's not even an accommodation, such a bad policy. I had express pass so the only issue is Hagrid's which did cause an issue with their extended opening delays.

 

[keishashadow]

We just got back and I was denied Universals accessibility pass. I went through the IBECCS requirements, was approved for that. Never got an email or call from Universal before the visit, went to guest services when I got there, I'll just say there's bathroom issues - guest services said they partnered with attractions to escort you back through the line after you leave it... So they expect a person to climb out of a 60 minute queue and then a CM will take you back to where you were? (while your party waits I suppose) That's not even an accommodation, such a bad policy. I had express pass so the only issue is Hagrid's which did cause an issue with their extended opening delays.

Had you been granted an accommodation for the same issue in the past, pre the updated methodology?

 

[HavendishSquare]

If you choose to wait to be escorted to the front of the line, how long do you have to wait for a TM to escort you?

I would say that really depends on luck and timing. It appears to me that the same TM escorts groups to the entrance, so you will need to wait for them to return if they are already escorting another party. You will also need to take into account how far away the house entrance is from the line entrance.

For example, The Exorcist house entrance is very close to the line entrance and I saw the TM return within 5-10 minutes. While the line entrance for houses near MIB (TLOU, The Darkest Deal, Oddfellows) are VERY far from the house entrance. So I estimate it could take anywhere from 10-20 minutes.

 

[Dis Dragon]

Had you been granted an accommodation for the same issue in the past, pre the updated methodology?

I had not looked into the accommodation in the past, but from what I have read and what I got from the Guest Services team member it used to be granted. The thing that kills me is I went through their loops going as far as getting my Dr. to write a note to IBECCS to get the thing approved, but then they say nah... you don't need it. My conversation with the guest service person basically felt like them calling BS on the need for an accommodation and they were completely unwilling to make an exception, even when I brought up logical questions with their policy, like someone had a gun pointed at them.

 

[lanejudy]

Unfortunately there is a lot of misunderstanding about this. The IBCCES doesn't approve or grant accommodations. The website (and I assume the app) states that in more than one place. The IBCCES simply acknowledges that you submitted documentation proving a disability exists. Not how that disability will be accommodated.

In a nutshell, the IBCCES essentially identifies an individual as someone who may need accommodations which is then determined by the attraction (theme park).

 

[CAPSLOCK]

The thing that kills me is I went through their loops going as far as getting my Dr. to write a note to IBECCS to get the thing approved, but then they say nah... you don't need it.

In a nutshell, the IBCCES essentially identifies an individual as someone who may need accommodations which is then determined by the attraction (theme park).

This - because different theme parks/attractions have different accessibility levels and accommodations offered.

Let's say you are physically disabled - you get the same IBCCES card & use it for Six Flags and Universal. At Six Flags, you'll be offered accommodations to be able to access rides where the main queue has stairs. At Universal, they won't offer you anything because the queues are already accessible. Although IBCCES has verified you have a disability, there is no need for Universal to offer anything because you are already able to access their attractions. They've just chosen to include bathroom issues on the list of things that they already accommodate (albeit poorly) and thus are unwilling to offer additional accommodations.

 

[Gentry2004]

What's most befuddling to me is this new "system" does not appear to be saving Universal any money at all. They still need all the Universal employees to make the advance phone calls and also deal with guests in person at GC. They also still need employees at the rides to check passes/escort gold members/etc. They have eliminated no labor. ALSO they are now paying a (presumably large fee) to this third party too. For what purpose? What a mess. We started favoring Universal during the pandemic when their AP and room prices were so much more reasonable than Disney's and we had AAP and could also usually get reasonable discounts on Express hotels. Now that everything is so much harder/pricier and Disney is finally softening on prices, it sounds like maybe we should refocus our plans over there.

 

[lanejudy]

What's most befuddling to me is this new "system" does not appear to be saving Universal any money at all. ... For what purpose?

Someone earlier in the thread suggested Universal is workingo on (or may be going for) an Autism designation from this company and the IBCCES card is part of that program. So the roll-out of this program wasn't specifically to save money but as a larger initiative. Likely marketing related.

 

[Evita_W]

What's most befuddling to me is this new "system" does not appear to be saving Universal any money at all. They still need all the Universal employees to make the advance phone calls and also deal with guests in person at GC. They also still need employees at the rides to check passes/escort gold members/etc. They have eliminated no labor. ALSO they are now paying a (presumably large fee) to this third party too. For what purpose? What a mess. We started favoring Universal during the pandemic when their AP and room prices were so much more reasonable than Disney's and we had AAP and could also usually get reasonable discounts on Express hotels. Now that everything is so much harder/pricier and Disney is finally softening on prices, it sounds like maybe we should refocus our plans over there.

Try a real shift out to California and go to Knott's, SeaWorld, San Diego Zoo, California's Great America, etc. Even Disneyland where staying on site is definitely not essential and you can save a ton of money.

Many of the non-disney parks even have all day dining deals (although check if a season pass with all season dining is cheaper).

Or you can go to Dollywood in Tennessee and Silver Dollar City in Missouri.

You can also do a trip to most of the Cedar Fair Parks as a road trip that will cost less than Universal or Disney.

Tons of options, many of which are beginning to rival (and in some ways surpass) Disney, especially in the entertainment portion.

 

[DLgal]

Someone earlier in the thread suggested Universal is workingo on (or may be going for) an Autism designation from this company and the IBCCES card is part of that program. So the roll-out of this program wasn't specifically to save money but as a larger initiative. Likely marketing related.

That's interesting, and makes sense. But then they should have just made it a requirement to get the IBCCES certification if you were looking for autism or neurodivergent related accommodations. "Fastpass" those guests and require everyone else to go the traditional route of seeking accommodations in person on the day of visit.

 

[Evita_W]

Someone earlier in the thread suggested Universal is workingo on (or may be going for) an Autism designation from this company and the IBCCES card is part of that program. So the roll-out of this program wasn't specifically to save money but as a larger initiative. Likely marketing related.

Which is silly because SeaWorld, Dollywood, San Diego Zoo (and Safari Park) and a few other theme parks that have Autism Designations do not use this overly complex system.

 

[wilkeliza]

What's most befuddling to me is this new "system" does not appear to be saving Universal any money at all. They still need all the Universal employees to make the advance phone calls and also deal with guests in person at GC. They also still need employees at the rides to check passes/escort gold members/etc. They have eliminated no labor. ALSO they are now paying a (presumably large fee) to this third party too. For what purpose? What a mess. We started favoring Universal during the pandemic when their AP and room prices were so much more reasonable than Disney's and we had AAP and could also usually get reasonable discounts on Express hotels. Now that everything is so much harder/pricier and Disney is finally softening on prices, it sounds like maybe we should refocus our plans over there.

It wasn't a money saving venture for Universal. It is trying to figure out a way to weed out those who are abusing the accommodation system. At some point they decided the "proof" portion was outside their abilities so they partnered with a third party who has been doing it for other theme parks. Removes them from needing to have secure ways to store the medical data etc.

Now that a bigger park is using it, I assume a lawsuit will come at some point to see if it breaks the ADA (the 3rd party is adamant they do not) and if that or a lot of time with out one passes, I imagine Disney will be on the way to requiring DR proof as well.

 

[OurBigTrip]

We just got back and I was denied Universals accessibility pass. I went through the IBECCS requirements, was approved for that. Never got an email or call from Universal before the visit, went to guest services when I got there, I'll just say there's bathroom issues - guest services said they partnered with attractions to escort you back through the line after you leave it... So they expect a person to climb out of a 60 minute queue and then a CM will take you back to where you were? (while your party waits I suppose) That's not even an accommodation, such a bad policy. I had express pass so the only issue is Hagrid's which did cause an issue with their extended opening delays.

It is an accommodation, it’s just not your desired accommodation.

 

[Ms Bibbidi]

.

 

[lanejudy]

Is being elderly and frail a disability that can warrant an accommodation?

No. Though it’s quite possible such an individual has some other need(s) that might qualify.

 

[Jdavidm]

Is being elderly and frail a disability that can warrant an accommodation?

Possibly in the past but with the new process I’d find it unlikely unless you went the route of getting a doctor’s note to submit to IBCCES and even then Universal themselves would probably suggest a wheelchair since that would in theory allow them to wait in lines without issue.

Also please keep in mind that Universal rides tend to be rough and knock you around a lot. I would be hesitant to bring someone frail on those sort of rides. And they must ride for the family to use the assistance pass.

Edit to add:
In the case that there are specific medical needs, it’s possible that someone would get approved but being elderly and frail alone would be challenging to get approved.