Disney Has Revamped Its Accessibility Services and Line-Skipping Policy Due to Misuse

The changes go into effect this spring.

Christian Thompson/Courtesy of Disneyland Resort

Disney just announced some major changes to its Disability Access Service (DAS) and unveiled new planning resources to help guests with disabilities prepare for a magical vacation.

On Tuesday, Disney updated its Accessibility Planning Guide and Recommendations for Disneyland Resort and Walt Disney World Resort with a variety of tools for guests to use when planning their next Disney trip. The new-and-improved guide provides greater clarity about the types of accessibility options (and which guests they were created for), with helpful tips like quiet locations where guests can take a break, a list of companion restrooms, guidelines for service animals, transportation around the resort, sensory details for various experiences, and more.

“Disney is dedicated to providing a great experience for all guests, including those with disabilities, which is why we are so committed to delivering a wide range of innovative support services aimed at helping our guests with disabilities have a wonderful time when visiting our theme parks,” a spokesperson for Walt Disney World Resort said in a statement to Travel + Leisure.

Christine Burroni/Travel + Leisure

The DAS revamp also comes the goal to manage the misuse of the line-skipping program and ensure that the guests it is intended for can access it. Effective May 20 at Walt Disney World and June 18 at Disneyland, DAS enrollment for the program will extend to last 120 days instead of 60, and DAS party size will be limited to include only immediate family members, or no more than four guests.

DAS works by providing those enrolled in the program a return time for attractions, eliminating the need for those those guests and their parties to wait in the standby queue. The return time typically equals the current wait time for the attraction so guests can wait elsewhere and return to enter the attraction via the Lightning Lane at the assigned time. Disney reported to T+L that DAS use has more than tripled over the last five years.

Disney will also be adding more trained cast members (in partnership with Inspire Health Alliance’s health professionals) to help guests understand the best tools and accommodations for their needs while also making sure that only the guests for whom those accommodations were intended receive them.

In the wake of these new changes, Disney is strongly encouraging guests to check out the updated websites to view the host of services for guests with disabilities to see which best match what they need.

To acquaint guests with the new resource, visitors can have a virtual video chat with the Accessibility Services team anytime from 30 to 2 days prior to their visit to determine a guest’s eligibility for DAS based on their individual needs. Disney recommends that guests start planning as soon as the window opens (or sooner). Alternatively, guests at Disneyland can have the conversation in-person at a designated window on the esplanade between the theme park main entrances (if they cannot before their arrival), but visitors to Walt Disney World will need to connect with a cast member via a virtual chat if they do not complete this before their arrival.

Per Disney, the goal of this new process is ensuring only the guests who require the DAS receive it. Cast members may also direct guests to other accessibility services (besides DAS) that are a better fit, including line-return options for guests who may need to visit the restroom with greater frequency, ASL interpreting services, service animal relief areas, or wheelchair access for guests using mobility devices.

Read the original article on Travel & Leisure.