New Disney Disability Service (DAS) affecting longtime fans

Disney Parks have implemented new rules for their DAS offering, also known as the Disney Disability Access Service. These changes, which were created to help stop abuse of the system and offer specific assistance, have created waves in a system of inclusion that was considered (mostly) smooth sailing. I spoke with multiple DAS users, hearing their stories on this new system, its changes and flaws.

Disney states that the Disability Access Service, “supports Guests who, due to a developmental disability like autism or similar disorder, are unable to wait in a conventional queue for an extended period of time.” This service has been in place for a long time. Before Genie+, Lightning Lane Multipasses and even the FastPass+ Service, the DAS was helping guests plan and enjoy their vacation.

@asymptomatic_ I was sad snd disappointed but i got mcdonalds to feel better lol I have to made do with what was given but most likely i cant be separated from my caregiver so i wont go on the rides that have longer wait times. I have a Ted Talk that explains my disability but ill make another video soon😭🫶🏽 #disney #daspass #accessibility #fyp ♬ original sound – choo choo

Charisma’s DAS Denial at Disneyland

Charisma Mangahas’ story has been seen by over 1,700,000 people on TikTok. But she has gone beyond just reaching out about this issue. In fact, she has a TED Talk. Charisma was diagnosed with Guillain Barre Syndrome in 2018. She has been fighting physical and emotional battles in that time.

Mangahas states, “I became paralyzed from my face, to my neck, to my arms, diaphragm, and legs. Due to this I use a vent and have a tracheostomy. Throughout the years and to this day I rehabilitate and adapt. I reached out to the Disability Access Service because my tracheal tube and vent are my biggest concern. I receive suctioning since my lungs fill up with secretion or fluid. It’s rather invasive since a tube goes into the trache tube down to my lungs.”

Even with this against her, she continued to explore and learn. Her mom helped her find wheelchair accessible locations in National Parks. She modified daily-use items for her advantage. And, she didn’t stop visiting theme parks. In fact, she has used a similar Disability Access service at LEGOLAND California and Universal Studios Hollywood. And, prior to this Disney Disability Access Service change, she also used the service at Disneyland Park and Disney California Adventure.

Disability Access Service denial at Disney Parks

On a recent visit, Mangahas was denied the DAS, even though she had been approved prior to these changes. In her viral video she mentions how the Disney Online Service DAS Approval Team mentioned that the service was for someone who was, “severely disabled or cognitively disabled.” Mangahas looks down at herself in the video, referencing her disability and wheelchair.

Her denial didn’t stop her though, as she tried recommending a paid solution. She is a Magic Key Holder (annual passholder) to the Disneyland Resort. Disney does offer a paid skip-the-line service called Genie+ (which is changing some rules and the name shortly to Lightning Lane Multi-Pass). This service requires guests to pay in advance to skip the line for a majority of Disneyland Resort’s attractions.

But with payments of $25~ per person in her group, per day, this payment plan for a Passholder would be staggering. Add this to medical bills, plus the $500 annual pass, the parking fees, food and more, this could quickly become a major financial burden just to bring Mangahas back to where she was before these new rules existed. Mangahas recommended a year-long service. A one time fee to add in a modified Genie+ Pass for guests who used to be given the DAS Pass.

Paying for Disability Access Service at Disney

If you get the most expensive annual pass at Universal Studios Hollywood ($599) you receive a skip-the-line pass (called Universal Express) every day for most rides after 3pm. This is not an additional fee, it is simply included with the top tier option. SeaWorld San Diego has a $300 pass upgrade to allow for their skip-the-line pass (called Quick Queue). Neither Disneyland Resort nor Walt Disney World Resort have an option like this.

Instead, single day ticket holders, Annual Passholders and Cast Members (Disney employees) have to individually purchase their Genie+ (Lighting Lane Multi-pass) each day. Soon, guests will be able to plan a few days in advance (at Walt Disney World), with guests staying at Walt Disney World Resort hotels being give a full week to make Lightning Lane Multi-Pass picks. It is important to note, this extra time is limited to those in the United States. Those visiting from other countries will not be able to enjoy this perk until they are in the borders of the U.S.

Mangahas offered up to Disney an idea to offer a paid version for those denied DAS. A fee to bring along family members in the way that DAS users used to in the past and current DAS approved users can.

@seatheworldwithemily I was just approved for 120 days on a 1 day ticket for the Disney DAS Pass at Disney World this past weekend after an extremely last minute trip. I bought a one day ticket and attempted to apply in the morning before heading to the parks but wound up needing to apply on an iPad at Magic Kingdom guest relations. The process was extremely stressful, invasive, embarrassing, and overwheleming even with a kind and understanding cast member on the video chat. After answering her questions about how I handle lines in and outside the parks, she approved me. I used examples from my most challenging issue: trigeminal neuralgia. I was lucky to be believed and accommodated by this cast member. So many others have not been as lucky and I hope Disney Parks changes their tune about all of this soon. It should not be this stressful or difficult to get accommodations. I am thankful to be approved for 120 days even though i do not have an annual pass. Please let me know if youve been approved for 120 days too! #disneydaspass #daspass #disneydas #disneyworld #disneyland #wdw #das #disneyparks #autism #disability #disabled #chronicillness #chronicallyill #disney #disabilitytiktok #disneyadult #trigeminalneuralgia #disneytiktok ♬ Disney Pictures Intro – Disney Pictures

Disney’s Inclusion Key sets a standard

Initially announced in 2020, admist COVID-19, protests and worldwide changes in politics and viewpoints, the Walt Disney Company announced the Inclusion Key. This would join the other 4 Keys of their business model: Safety, Courtesy, Show & Efficiency. This 5th Key would tie it all together, making sure the Disney Brand was modeled after key pillars of success.

This key has been the leading point for Disney initiatives, such as allowing Cast Members to no longer hide their tattoos when working for the company. Disney has routinely pointed at this key for efforts such as the changing of Splash Mountain, adding more D.E.I. initiatives to their company and changing Cast Member costumes from Male and Female to genderless options.

This key has been called into question for the new DAS changes. Disney has claimed that DAS requests tripled over the past five years, some of those being fraudulent. Online, fans were quick to note that Disney themselves acknowledged the dangers of COVID-19 and the issues it caused. These fans pointed out that the previous FastPass+ offering was free, which some used instead of applying for DAS. Since COVID-19, more people feel they need assistance via DAS and other programs.

Holding Disney to Disney’s standards

Disney’s Inclusion key has been called into question regarding these new rules. For a company that changed its model, and openly stated it to the public, does this go against that key? A company pushing forward diversity and individual needs has now asked neurodivergent people to “practice waiting in line.” Families who were approved for years are now being denied for the same exact issues.

And it isn’t just those with denied applications that are having issues. Fans from other countries are having trouble as well, especially those who don’t speak English.

Disability Access Service limited to English Speakers

The previous version of DAS was primarily approved by Disney’s Guest Relations and Disney’s Guest Experience team. While not a guarantee, there was a high likely-hood that one of these Cast Members spoke multiple languages. It is common to find Cast Members with multi-lingual name tags. These can range from ASL, to Portuguese, Spanish, German, Korean and more. Cast Members prove that they can speak fluently to those of another primary language and showcase it on their name tag.

This new DAS is now done remotely, via ZOOM conference calls. And, this service is no longer assisted by Disney Parks Cast Members in person. This new service is now regulated to English only. While visual or hearing impairment options are available, a non-English language is not.

Disney DAS Defenders meet-up at Epcot and Disneyland Park

Some fans are stepping up to celebrate the 34th anniversary of the Americans with Disabilities Act. Meet-ups at Epcot and Disneyland Park are happening with the group, Disney DAS Defenders. They want to be clear, this is not a protest. It is not an anti-Disney day. It is a celebration of “unity, kindness, caring and support.”

Guests joining at Disneyland Park or Epcot are encouraged to “wear parking placard blue clothes and spend time together in the parks to commemorate the anniversary of the Americans with Disabilities Act.” The goal is to make people with invisible disabilities visible. The group has plans for riding on attractions, hanging out and taking a group photo. You can head to the Disney DAS Defenders Facebook Group to learn more.

How to apply for Disney’s Disability Access Service – DAS

The Disney DAS pass is on online application, via a video conference call. Guests can register for DAS prior to their vacation – in fact Disney suggests it. DAS applications can happen in the parks, but require guests to state explicit concerns and details while in a public space.

Disney also strongly warns that those lying about conditions will be banned from their parks. Prior to these changes, it was possible for people to abuse the system. As with any system, abuse can happen. But Disney’s new rules, application process and warnings aim to mitigate that issue.

It is best to have all concerns and possible situations written down before the video call. This will allow users to fully state their issues instead of getting locked-up in the moment and forgetting a vital point. A one time application is not a permanent no or yes. Disney states, “DAS is valid for the length of the ticket or up to 120 days, whichever is shorter. Once the service has elapsed, Guests need to re-register for the program.” But, a no doesn’t mean you will always be told no. Guests are allowed to try again if denied.

Disney DAS moving forward

As of the writing of this article, the new rules have remain unchanged at both Walt Disney World and Disneyland Resort. This may change with public opinion or operational updates. You can stay up to date on the Disney DAS website.

From the writer: I understand that these issues can be uncomfortable to speak about. Invisible disabilities do exist. During this time, I wish you the best of luck with your application processes. Go in prepared, and don’t be afraid to ask questions. Disney Cast Members are hard working employees who create magic, but also have to enforce the rules they are given. As a former Cast Member, I personally saw how the DAS saved vacations and made trips with a disability a possibility. I hope that a landing place of rule protection and welcomeness is found to appease all involved.

Feel free to share your story in the comment section of this article. And you are welcome to join our Walt Disney World fan and passholder page on Facebook. Ask questions, share pictures and get trip planning advice.