Wheelchair in Disney - PLEASE BE UNDERSTANDING!

[SueM in MN]

http://www.mount.rainier.national-park.com/visit.htm
At the National Park Service the senior citizens get a discounted life pass for $10. The disabled person gets a free lifetime pass. That free pass is a Superior Service that other guests do not get.

and, because it is a superior service for something of value, they are allowed to ask for proof of the disability.
It started out as a free pass for senior citizens - based only on age, not on ability to pay - they do have to provide proof of age. It was extended to include people with disabilities, who also have to provide proof.

For bus complaints, take down the bus number (on the back of the bus), the driver's name (check the badge they have on, not the little sign that's sometimes at the front of the bus), the approximate time and the place you were at.
When you get back to the resort, you can use the button labeled "Transportation" on your room phone. If you are not at a resort, some parks have a transportation office or you can stop at Guest Relations for assistance or (what my DH did when we complained about a driver in October), use a cell phone to call the resort and ask to be transferred to a Transportation supervisor.
It DOES work to complain. If no one complains to the right place, nothing will change, but in our complaint, we know the bus was pulled out of service that same day and the driver got talked to.

 

[shovan]

The issue that annoys me, actually annoys me, is when I pull up to a load zone and a guest in a wheel chair or scooter has decided to take the regular line. This often means that they get to the door when the bus is a quarter to half full, but it's full enough that it's too late and there are too many people for me to safely load them, and so they wind up waiting for another bus. If you are in a wheel chair, please take the alternate route. As the OP said, most of our buses (all but two) have space for only two wheel chairs, some of our older buses might have a broken seat mechanism or something so they only have actual space for one, which means if you have six wheel chairs at a load zone those last two will be waiting three, maybe even four buses while everyone else in the load zone got to go home. So please, take that alternate route, let me get you aboard and home. We have it there for a reason. It's easier for you, it's easier for us, it's easier for everyone.

I have been known to rip into guests who complain about loading the wheel chair first. Often, I'll tell that guest that the guest I helped load (pointing at them) would love to be able to stand and pack into the bus. They would give limbs not needed for standing to be free of that chair, to not have to have their faces at rear-end level all day. That usually garners some applause, and that guest who did the complaining usually shuts up the rest of the way home. I especially love it when the person in the chair is the one piping up. So if you or a child you are with are in that situation and the driver gets flak for loading you first, please speak up. Your driver will thank you.

I totally agree with Cheshire Figment, if your driver will not load you or lets people on before you without a proper explanation and/or apology (and work to make it right), then absolutely report them. I hate to say it, but with this new computer system they've put in the buses, Disney is not exactly hiring the most friendly/helpful drivers anymore, so I can sadly understand if this becomes an even worse problem. We've received many complaints about driver friendliness, and this is one of the areas I've seen it myself. So if you have a driver that is not helpful, that won't serve you, PLEASE report them. There are ID numbers all over the bus (on the side right at the door, on the front above the right headlight, on the back on the right side), your driver wears a nametag, and they can often identify the driver by the time of day and park/resort between which you were traveling. So in fact, I beg you to report any driver that doesn't take care of you.

Now, my personal opinion? People who are in wheel chairs are the most fun to take care of. Why? Well, to get them secured into the bus, I have to invade their personal space anyway, and often many times, so I might as well be nice to you and try to make it fun for you. There's only been one person who was in an ECV scooter (refused to transfer to a seat despite the fact that he got up during the trip, walked over to a family member and walked back to the scooter) and was a real jerk about it. But that's one out of, what, hundreds?

I hope that clears a couple things up here. If you ever have questions about bus transportation at Disney World, etc. please drop me a line. PM me here, or send me an e-mail at SGTBigWallaby@gmail.com. I'll try to answer your question in a timely fashion.

Well I think we've had you as our driver or several guys just as concerned with treating people right!!!

I do have some questions. We have wondered what is the proper way to wait for a bus. Are we supposed to get in the chained queue until we reach the chained entry gate with the HA symbol? Then are we supposed to wait there, which can block the line if we arrive early? Are we supposed to wait in front on the actual chained queue right in front of the chained HA entrance? (I hope I'm making this question clear.) It's somewhat confusing & we have never had a CM around to direct us when the crowds are heavy.

 

[Schmeck]

I've heard bus drivers tell people who need to use the lift that they need to line up at the HA gate right from the start - not to get in the front door line at all. That way, the bus driver sees the people needing the lift before he even gets to the bus stop, and knows not to open the front doors (if the bus is empty) until he assists in the lift.

We were waiting for a bus at MK, and a young man in an ECV was in the regular line - it wasn't noticed until the bus was almost full, and by the time he got to the HA gate, the bus was full - the bus driver never saw him in the crowd. I felt really bad, because I had been the one to explain to him that he needed to wait by the HA gate, so he got out of the line and went around everyone, and by the time he got to the other gate it was too late. I let the bus driver know he was out there, but at that point (we were near the middle of the crowd, and it was more than a bus load of people) the bus was full.

 

[shovan]

I've heard bus drivers tell people who need to use the lift that they need to line up at the HA gate right from the start - not to get in the front door line at all. That way, the bus driver sees the people needing the lift before he even gets to the bus stop, and knows not to open the front doors (if the bus is empty) until he assists in the lift.

We were waiting for a bus at MK, and a young man in an ECV was in the regular line - it wasn't noticed until the bus was almost full, and by the time he got to the HA gate, the bus was full - the bus driver never saw him in the crowd. I felt really bad, because I had been the one to explain to him that he needed to wait by the HA gate, so he got out of the line and went around everyone, and by the time he got to the other gate it was too late. I let the bus driver know he was out there, but at that point (we were near the middle of the crowd, and it was more than a bus load of people) the bus was full.

Thanks! So that would mean not getting in the queue at all, but going around to the front of the chained gates, in front of the HA gate, correct?

 

[Marie14625]

This is an interesting topic. Let me relate an instance that happened to me. One evening I was returning to the resort ahead of the others as I was not feeling well. I got to the queve early, and waited near where the second door would be when the bus stopped.
There soon came a crowd behind me..of ambulatory people. The driver loaded me on first, and then went up front to start letting the others in. Just after they started boarding, a woman ran up to the bus, and started yelling at the driver that she was with a person in a WC. A good number of ambulatory people had gotten on, but the bus was not full yet. He stopped loading people, closed the door and went back to let the late coming wheelchair on.
Now I don't know, if it were me, I just would have waited for the next bus to come. But this lady got rather irate with the driver, and I think he just did not want to make waves with a guest. Where do you think this falls?

 

[MonorailGuy]

Thanks! So that would mean not getting in the queue at all, but going around to the front of the chained gates, in front of the HA gate, correct?

That is correct. It is easier on everyone if you bypass the main line. That can be difficult in load zones 10-15 at Epcot, but talk to one of the Audience Control people (those in the orange vests) and they will help you.

Just after they started boarding, a woman ran up to the bus, and started yelling at the driver that she was with a person in a WC. A good number of ambulatory people had gotten on, but the bus was not full yet. He stopped loading people, closed the door and went back to let the late coming wheelchair on.
Now I don't know, if it were me, I just would have waited for the next bus to come. But this lady got rather irate with the driver, and I think he just did not want to make waves with a guest. Where do you think this falls?

I've handled this two ways. First, I look back and see what the crowd looks like on my bus. If I can, I accommodate them... that means the next crowd getting on the next bus won't have to wait for them to load. That is, if the seats are less than half full and I can shuffle people around. If I can't clear the benches where the wheel chairs go, then it's on to the radio to let the dispatcher know, and there will be a bus there within minutes of my pulling out.

To run up to the bus and start yelling is downright disgraceful, if I may be so blunt. I have had it happen to me, and when someone does that, sometimes they will try to make you feel like you're about three inches tall, but when they do that, I've found that using the height provided by the step of my bus is helpful... as much as I would normally never intentionally look down on someone. But when they try to intimidate me, all bets are off. I have had that one factor change just how helpful I am. If you're nice to me, I'll move mountains for you, or at least run myself ragged trying. That is how every Cast Member should be. But whether you get on my bus depends on how full it is when you walk up, among other factors. For instance, if you are riding a rental electric scooter, I have a much lower tolerance of the number of passengers already aboard when you board. That is because I have been hit too many times by people on scooters at high speed... in fact, there is a driver in the info booth at TTC right now because a lady broke his finger with her scooter and he can't drive. When you are bringing your scooter on my bus, you may notice I am doing everything in my power to get away from you until you stop moving. If I see you approach the bus and you are hitting things on approach, that number of people I will allow on the bus as you board becomes exactly zero. I have to look out for the safety of the other guests as well... in fact, everyone's safety is my first job. If the safety of the situation doesn't add up, you ain't gettin' on my bus. If you're waiting for an apology, please refrain from holding your breath.

Actually, come to think of it, if you're running up and demanding I let you on and it's a person in a scooter following you, I may make the safety decision not to let you on because you're in too much of a hurry, and I am never in a hurry loading a wheelchair, because that could have deadly consequences if I didn't do it correctly.

I hope getting into my head on how I work with wheelchairs helps you to understand bus drivers in general. The way I think things through is how I expect a Cast Member bus driver to think them through... although, sadly, as some here have seen before, there are a few who drive a bus at Disney World that don't want to be Cast Members.

 

[goofieslonglostsis]

MonorailGuy, just a question that popped up in my mind during my most recent trip that you'll probably have an answer to. If there are both a wheelchair user and an ecv user waiting for a bus, they both fit on your bus, is there any way you'ld try to preferably load the bus or do you follow the 'first come, first serve' to the teath?

Why I'm asking this? While I can understand the difficulty people can have getting an ECV on board without bumping into things or worse; people, if they're not used to using an ECV, as a powerchair user I must say I don't feel particularly 'safe' to enter a bus first and than be followed by somebody who isn't able to get the ECV on board without bumping into things (and most of the times not feeling to great about that themselves either). If you ask me, the smaller the turning space in the bus, the more difficult it'll be for somebody not used to get an ECV onto a bus and the more risk of injuring themselves, the driver or the other passenger allready on the bus. With that in mind, are there drivers that will have the ECV load first in some situations?

 

[Talking Hands]

Why I'm asking this? While I can understand the difficulty people can have getting an ECV on board without bumping into things or worse; people, if they're not used to using an ECV, as a powerchair user I must say I don't feel particularly 'safe' to enter a bus first and than be followed by somebody who isn't able to get the ECV on board without bumping into things (and most of the times not feeling to great about that themselves either). If you ask me, the smaller the turning space in the bus, the more difficult it'll be for somebody not used to get an ECV onto a bus and the more risk of injuring themselves, the driver or the other passenger allready on the bus. With that in mind, are there drivers that will have the ECV load first in some situations?

I tend to agree with you that I would prefer to be loaded after the ECV user who is unfamiliar with the ECV. It is painful to be bumped by them. I do know that often the driver wants me to enter first giving the ECV driver the easier spot to get into. Also unless there is only one stop it is easier for the PWC user to manuever out of a front spot than and ECV user.

 

[SueM in MN]

MonorailGuy, just a question that popped up in my mind during my most recent trip that you'll probably have an answer to. If there are both a wheelchair user and an ecv user waiting for a bus, they both fit on your bus, is there any way you'ld try to preferably load the bus or do you follow the 'first come, first serve' to the teath?

Why I'm asking this? While I can understand the difficulty people can have getting an ECV on board without bumping into things or worse; people, if they're not used to using an ECV, as a powerchair user I must say I don't feel particularly 'safe' to enter a bus first and than be followed by somebody who isn't able to get the ECV on board without bumping into things (and most of the times not feeling to great about that themselves either). If you ask me, the smaller the turning space in the bus, the more difficult it'll be for somebody not used to get an ECV onto a bus and the more risk of injuring themselves, the driver or the other passenger allready on the bus. With that in mind, are there drivers that will have the ECV load first in some situations?

I can answer this question because it has happened that we were first at a stop with a wheelchair when someone with an ECV came behind us to wait (the bus had not arrived yet, so we were all waiting before the bus got there).
If we are at the resort going to a park, the driver will often load the ECV first for the reasons you mentioned.
When we have been going to a resort that has more than one stop, the bus driver has usually asked what stops we each were getting off at. Whoever was getting off first got loaded last. We have also had the a bus driver load the ECV first in the space closest to the door and then have us pull DD's wheelchair into the second space (the one farther into the bus). That was with DD's manual wheelchair and she has a narrow adult chair - her seat is only 14 inches wide; because she's not very big, her wheelchair isn't either.

 

[Camster0307]

I'm so sorry to hear the OP had such a hard time; honestly it surprises me to hear of the problems she had. I've said it before and I'll say it again, I've been taking my 13 yr. multiply-handicapped daughter to WDW for 9 years now, and I cannot think of one problem I've had with the bus drivers or people grumbling about us boarding a bus before them. I've encountered the most helpful drivers and other guests willing to offer their assistance. People have just always been so nice. If someone is complaining, I guess I'm just tuning them out. Who cares anyway?

As for dining out, I make it clear when I make my ADRs that I'm a party of three, but only two will be eating. I usually am questioned about it but when I explain that my daughter is tube-fed, they mark her down as an "infant" in our party so she has a place at the table but is not being charged for food. This has never been a problem either. As I previous poster mentioned, if you're eating at different restaurants each night, it may be necessary to explain each time. I wouldn't worry about it.

We just returned from our trip and, once again, had a wonderful time! My daughter was on her ventilator for most of this trip so we moved even slower than usual. But we still managed to do the things that were important to us! You need to go with the right attitude - we're just happy to be there!

 

[alizesmom]

I'm so sorry to hear the OP had such a hard time; honestly it surprises me to hear of the problems she had. I've said it before and I'll say it again, I've been taking my 13 yr. multiply-handicapped daughter to WDW for 9 years now, and I cannot think of one problem I've had with the bus drivers or people grumbling about us boarding a bus before them. I've encountered the most helpful drivers and other guests willing to offer their assistance. People have just always been so nice. If someone is complaining, I guess I'm just tuning them out. Who cares anyway?

As for dining out, I make it clear when I make my ADRs that I'm a party of three, but only two will be eating. I usually am questioned about it but when I explain that my daughter is tube-fed, they mark her down as an "infant" in our party so she has a place at the table but is not being charged for food. This has never been a problem either. As I previous poster mentioned, if you're eating at different restaurants each night, it may be necessary to explain each time. I wouldn't worry about it.

We just returned from our trip and, once again, had a wonderful time! My daughter was on her ventilator for most of this trip so we moved even slower than usual. But we still managed to do the things that were important to us! You need to go with the right attitude - we're just happy to be there!

Camster, you definitely have the right attitude. I'm so glad you all had a good time and things worked out even with the vent. Karen

 

[Camster0307]

Thanks Karen! I hope you guys have a wonderful time also! Can't wait to hear all about it!

 

[shovan]

That is correct. It is easier on everyone if you bypass the main line. That can be difficult in load zones 10-15 at Epcot, but talk to one of the Audience Control people (those in the orange vests) and they will help you.

Thanks MonorailGuy!!! There never seems to be anyone around to ask the question when we needed to! Now we know!

 

[Barbday62]

I have a cute story that goes with bus loading wheel chairs. Last time I was at WDW last Christmas I always help the bus driver tie down my husbands wheel chair so he doesnt have to spend so much extra time on us. I also help untie at our destination. One bus driver was a superviser and he handed me a card to become a bus driver at WDW. OF course im from Arizona and I also told him you never want me to back anything bigger than a van but it was cute I got a referreal card to work as a bus driver.

As for space I never took a space from anyone even though I got to get on with my husband. I often would stand in the area next to the wall on the side of his wheel chair where a stranger would never be able to go since its so close to him. I only took a seat when everyone else had one.

 

[fakereadhed]

As for space I never took a space from anyone even though I got to get on with my husband. I often would stand in the area next to the wall on the side of his wheel chair where a stranger would never be able to go since its so close to him. I only took a seat when everyone else had one.

This is why it ticks me off when I hear complaints about people getting on the bus before everyone else. It's always the nicest most considerate people they are complaining about. Please sit down after you strap him in!

Also, I have no idea why anybody who doesn't have a physical disability would think it is a perk in a theme park or anywhere else. It's just plain crazy.

 

[LindaBabe]

fakeredhead, it's because they don't know! Ignorance is bliss, sometimes even in our own families.

My husband was never very patient with my slowness, need for an ecv, need for downtime, until he was temporarily disabled. Let me tell you, it didn't take very many days before he 'saw the light'. But those people, for whom perhaps compassion isn't an inherent trait, and who have never had nor lived with someone who had a disability may never become aware.

 

[fakereadhed]

fakeredhead, it's because they don't know! Ignorance is bliss, sometimes even in our own families.

My husband was never very patient with my slowness, need for an ecv, need for downtime, until he was temporarily disabled. Let me tell you, it didn't take very many days before he 'saw the light'. But those people, for whom perhaps compassion isn't an inherent trait, and who have never had nor lived with someone who had a disability may never become aware.

Before I had kids with special needs I had compassion and never felt resentment when others got accommodations that I didn't. Ignorance isn't bliss- it's just ignorance.

 

[SueM in MN]

fakeredhead, it's because they don't know! Ignorance is bliss, sometimes even in our own families.

You are right there.
One thing that never surprises me is that almost every time that one of the "awful wheelchair/ECV users" threads come up, someone will post that they used to think/post all kinds of bad things about ECV/wheelchair users until they had to use one themselves. After using one themselves, they finally understood the things that some of us had been trying to say for years.

I think the world would be a better place if everyone needed to use a wheelchair or would have a temporary disability from time to time.

 

[MonorailGuy]

We have also had the a bus driver load the ECV first in the space closest to the door and then have us pull DD's wheelchair into the second space (the one farther into the bus). That was with DD's manual wheelchair and she has a narrow adult chair - her seat is only 14 inches wide; because she's not very big, her wheelchair isn't either.

Often, what I will do is load the guest in the manual chair first, but then I am very controlling with the ECV unless it's a power chair or I see reason to believe the person knows what they're doing. I know I can get the scooter in without hitting anything, so I have the person sit in the seat and watch what I do, starting with turning the scooter down to its slowest speed.

I will not put other people at risk. If you look at the place the scooters back into, you will notice it's all dented up. And that's metal. I can imagine how the hits that put those dents there would have felt if it was a human the person in the scooter hit.

But it is much more difficult to get a scooter into the front compartment than in the back compartment. Actually, I am hoping that soon they will switch so that more buses have the ramp up front and the two spots are side by side (with the aisle between them) and then it won't matter anymore.

 

[BroganMc]

I think the world would be a better place if everyone needed to use a wheelchair or would have a temporary disability from time to time.

There would certainly be a lot more automatic doors, curb cuts, large bathroom stalls and bigger (less packed) aisles in the stores.

I'm always amazed at how the simplest adaptive device gets so heavily used by able-bodied folks. You'd think they'd be abandoned since they are such an unnecessary nuisance to the public.