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“I’ve always loved Disney, ever since I was a child,” says Charisma Mangahas.
Her experience at the parks has changed dramatically since she was diagnosed with Guillain-Barré syndrome, a rare, nerve-damaging disorder, in 2018. That’s now changing again after Disney recently overhauled its policies for guests with disabilities.
“I was recently denied disability access at Disneyland and Disney California Adventure,” the Magic Key holder said in a video that has been viewed 1.7 million times on TikTok and shared on other social media.
She is not the only one who has lost access to disability services: there is now a petition with over 23,000 signatories calling for “immediate action.”
What are Disability Access Services?
Disney’s Disability Access Services are one of many accommodations offered to guests with disabilities at Disneyland and Walt Disney World, historically known for their accessibility. While the service does not reduce wait times, it does reduce actual wait times by allowing guests to virtually join a line, wait a designated time in another part of the park, and then proceed to the attraction within the designated re-entry window, allowing them to avoid waiting in a traditional line for the ride.
To qualify, guests must be interviewed before visiting the park.
Who is eligible for Disability Access Services?
According to the Disney World and Disneyland websites, the service is aimed at “Guests who have developmental disabilities, such as autism or similar disabilities, that prevent them from waiting in standard lines for long periods of time.”
But before the change – The order went into effect at Disney World on May 20th and at Disneyland on June 18th. – The resort said only that the move was intended to “assist guests who are unable to tolerate long wait times in a traditional queuing environment due to a disability.”
Why did Disney change its disability access services?
In recent years, disability access services have become the most requested service at Disneyland and Disney World, with the number of users exceeding the number of people the program can serve, impacting wait times and the experience for guests who require accommodations.
Neither Disneyland nor Disney World responded to USA Today’s requests for comment on the matter, but when the changes were announced in early April, Disney said, “Disney is committed to providing incredible experiences for all of our guests, including guests with disabilities. That’s why we’re committed to offering a range of innovative support services to help guests with disabilities have a great time when visiting our theme parks.”
Disney has also increased the number of specially trained cast members to help guests with accessibility needs find suitable accommodations.
What other accommodations are available?
Accommodations may include, but are not limited to, American Sign Language interpreters, Disney handheld devices that provide captions and visual descriptions for Guests who are hearing impaired, Braille guidebooks and maps, sensory guides for attractions, etc. Disneyland also provides location and return times for Guests who use mobility devices or have other physical needs that cannot be accommodated in the queues for older non-wheelchair accessible attractions.
Some guests, like Mangahas, are being offered the opportunity to step back into line, allowing them to “step away from the standby line briefly and then rejoin their group” if necessary, according to the Disneyland website. “Each attraction has a clear process for supporting this option based on the individual’s disability while the rest of their group remains in line.” Guests are instructed to speak to cast members at each attraction for specific details.
I’m no longer eligible
Mangahas said she was shocked to learn she was no longer eligible for disability access services.
She recalled the cast member telling her, “You haven’t been denied DAS. You’ve been offered other accommodations and it’s up to you to accept them or not. … You can purchase Genie+ if you wish.”
One of the reasons she can’t wait in long lines is because she has a tracheotomy, which requires suction when she gets a stuffy nose.
“Having traditional suction done is not comfortable for me. It’s a very noisy and intrusive procedure,” she says.
She uses a wheelchair, so even stepping out of line can be difficult.
“I don’t want to run anyone over. My wheelchair is a bit bulky and I certainly don’t want to hurt anyone. And I don’t want to have to go around group after group asking, ‘Excuse me, excuse me, excuse me,'” she added.
They give me a dirty look
Michelle S., a Disney World annual passholder, knows how it feels when her children are offered to go back in line rather than using disability access services.
“When our daughters joined us, we felt bad. ‘People are nasty to us, they’re mean to us, they say we’re cheating,'” she recalled her daughters saying, asking that her last name not be used out of safety concerns.
Michelle explained that her four adopted children, ages 11 to 15, suffer from PTSD caused by the circumstances they faced before joining the family, the 15-year-old has an auditory processing disorder that causes anxiety and panic attacks, and the 11-year-old has reactive attachment disorder, meaning he cannot leave the house alone when he needs to.
“It would be nice if they gave us little signs, like placards, that we could carry as we passed people in line,” she said, adding that it would be nice to not have to explain the needs of our children at every attraction.
“They could do a lot more to be flexible,” she added. “If they have Imagineers, they can just imagine something.”
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“It’s not safe for me.”
“With the right equipment, it can be fun for a short time,” said Stacey Hardy, a disabled veteran and fellow Disney World annual passholder, “but having too many people around can trigger PTSD and lead to severe anxiety attacks that can and often do cause attacks.”
Hardy said she suffered from traumatic brain injury and post-traumatic stress disorder while in the Navy, a stroke several years ago that led to a seizure disorder and was diagnosed with vascular dementia this spring. She previously qualified for disability access services, but after the policy change, she was offered the opportunity to get back in line and switch passengers.
“Neither option works for me, especially since it’s not safe to go out alone,” she said. She usually goes to the park with her husband. “What if something goes wrong when he’s not there?”
Previously, she only went to the parks when her symptoms allowed her to, and one of the reasons she moved to Central Florida was to be closer to Disney, but now she’s not sure if she’ll return. “I don’t know if I’ll end up going back, but I’m really upset because this has really tarnished Disney’s reputation,” she said.
Set limits
Jamie Solomon, a Disney World Annual Pass and Disneyland Magic Key holder, said the entire new Disability Access Services process has been very stressful for him.
He says his father had Lewy body dementia, but after years of neuropsychological testing, doctors have yet to confirm his own dementia diagnosis. “They said they won’t know which type it is until the autopsy is done,” he says. One thing he does know is that standing in crowded lines in enclosed spaces is “unbearable” for him.
He said he was lucky to be approved but still had issues with the new Disability Access Service policy stating that service users can only share their benefits with three other people when visiting parks together – the only exceptions are immediate family members.
“I don’t have a traditional family,” Solomon said, noting that his parents are dead and he has no contact with his sister. Instead, he has a “chosen family.”
“Family is family,” he said. “I wish the whole family could come.”
Calls for change
A Change.org petition by a group called DAS Defenders is calling on Disney to adjust its policy.
“It is urgent that Disney recognize the far-reaching impact of its decision and take immediate steps to remedy this injustice,” the petition states.
Mangahas said he was unaware of the petition when he made the now-viral video, but was willing to compromise because he had previously given a Ted Talk on adaptation.
“Even if Disney can’t promise big changes, we can at least work together to ensure more people who need DAS but have been denied it qualify for and receive services,” she said. “Until then, we’ll make do with what we’re given.”
