Disney Theme Park Accommodations for Guests with Disabilities

The Disneyland and Walt Disney World Resorts have long been recognized as among the most inclusive and accessible vacation destinations in the world, largely because of the high standards of hospitality and customer service set by their namesake in the 1950’s.

Tradition notwithstanding, times do change and in many ways for the better. Improvements in health care and pharmacology are enabling adults to live longer. Advances in technology allow those with mobility challenges to maintain active lives within the community. Increased social awareness and acceptance of people with differing levels of functional ability provide greater opportunities for everyone to access and participate in travel and recreational activity.

Given all this, it would be difficult to imagine a travel party that does not have at least one member with some sort of special need. This is especially true for our military members and their families.

Updated 10 April 2024 – to describe upcoming changes to the program

In October 2021, Disney completely overhauled its system for accommodating Guests with disabilities to coincide with the new Genie+ System of reservations for attractions (now revamped as Lightning Land Multi and Single Pass).

And in April of 2024 announced that they would be implementing changes to make it harder for unscrupulous people to game the system.

So, what does this mean for you as you plan your Disney vacation with extra challenges? Let’s look at what the parks offer for differently-abled Guests with special needs.

Disney’s DAS

Disney calls their system for guests with disabilities the Disability Access System or DAS.

Top Things to Know About DAS

• DAS is not for those with mobility issues! Disney ride queues can accommodate scooters, wheelchairs, etc. The few attractions that can’t will have individual procedures.
• DAS is intended to accommodate a small percentage of Guests who, due to a developmental disability like autism or similar, are unable to wait in a conventional queue for an extended period of time.
• DAS doesn’t provide immediate access to experiences but rather allows Guests to request a return time for a specific experience that is comparable to the current standby wait. This allows the Guest using DAS to enjoy other experiences in the park instead of physically waiting in the standby line.
• The Guest who is requesting to use DAS must be present during registration (in person or live video call) and when redeeming a DAS return time at Walt Disney World theme parks. The Guest using DAS doesn’t need to be present when a return time is requested at an attraction or any Guest Relations location.
• Once registered, DAS is valid for the length of the ticket or up to 30 days from the start of registration, whichever is shorter. Once the service has elapsed or when a new ticket is issued, you will need to re-register.
• Two exciting new features were added in 2021 to the DAS program: (1) the opportunity to pre-register via live video call and use DAS Advance pre-arrival planning and (2) a convenient way to receive DAS return times through the My Disney Experience app.

DAS Registration

Eligible Guests MUST now pre-register for DAS Advance virtually with a Cast Member, using live video chat. Please note that you may pre-register as soon as 60 days in advance of a park visit, but no less than 2 days before arrival.

There is no longer an in-person option to request DAS registration, but Guests who do not register in advance can participate in a live video conference on the day of their visit.

You can book up to 2 one-hour return windows for select experiences using our DAS Advance planning option.

Pre-Registration and DAS

• Registration is available via live video chat.
• Speak with a Cast Member via live video chat to determine eligibility as soon as 30 days in advance of a park visit.
• Please note: at this time, live chat is offered in English only.
• If DAS is provided after a conversation with a Cast Member to determine eligibility, the Guest with a disability (or a parent/guardian) will participate in the registration process. This requires having a photo taken of the DAS-registered Guest.
• DAS registration maximum party size is the registered DAS Guest and up to 3 additional party members, for a total of 4 people.
• DAS is valid for the length of the ticket or up to 120 days. Once the service has elapsed or when a new ticket is required, Guests will need to re-register.

Cast Members will work with Guests individually to discuss specific requests and offer assistance. Before you register, make sure to:

• Add your travel party to your Family & Friends list, so they can be included in DAS plans
• Link valid theme park admission for each member of your party
• Ensure that the Guest who is requesting to use DAS is present at the time of registration, either via live video chat or at one of the Guest Relations Main Entrance locations

If it is determined that any of the statements a Guest made in the process of obtaining DAS are not true, the Guest will be permanently barred from entering Walt Disney World Resort and the Disneyland Resort, and any previously purchased Annual Passes , Magic Key passes, tickets and other park products and services will be forfeited and not refunded.

Walt Disney World
Disneyland Resort

 

After You Arrive

On-Site at Guest Relations

If you prefer to register in person, you may stop by a Guest Relations Main Entrance location during a park visit. Guest Relations Main Entrance Locations at Walt Disney World Resort:

• City Hall at Magic Kingdom park
• The Guest Relations lobby (near the Main Entrance) at Disney’s Animal Kingdom theme park
• The Guest Relations lobby (near the Main Entrance) at Disney’s Hollywood Studios
• The Guest Relations lobby (near Spaceship Earth) at EPCOT
• If DAS is provided, you (or a parent/guardian) will participate in the registration process, which requires having a photo taken.

DAS is valid for up to 60 days. After this time period, you’ll need to re-register.

Same-Day DAS Return Time Self-Selection Tool

Same-Day DAS Return Time Self-Selection

Guests registered in the DAS program can make return time selections in the My Disney Experience mobile app on the day of their park visit.

Any member of a DAS party can obtain a return time for the whole party, but the Guest registered for DAS must be present and experience the attraction when the DAS return time is redeemed. DAS return times are valid until the park closes or an attraction closes for the day. A party can only hold one DAS return time at once.

Guests without a mobile device can also visit Guest Relations or a Guest Experience Team location to receive return times.

How to Access the DAS Return Time Self-Selection Tool

After entering a park, open the My Disney Experience mobile app and log in to your account. Tap on the menu ( ≡ ) at the bottom of the screen. Then, tap the DAS button to select the attraction to make your return time. The tool can also be accessed from attraction detail screens.

How to Redeem Your Experience Selections

On the day of your visit, you can redeem your selections by scanning your MagicBand or barcode at the entrance of the experience.

At the Theme Parks

The Guide for Guests with Disabilities is a brochure that provides a detailed overview of services and facilities available for Guests with disabilities. It is available at Guest Relations locations within all 4 Disney Theme Parks, 2 Disney Water Parks, vacation planners, front desk and concierge areas, and wheelchair rental locations.

This guide provides a detailed overview of the services and facilities available for Guests with disabilities, including information about:

• Parking
• Companion restroom locations
• Accessible drinking fountain locations
• Auxiliary aids
• Telephone assistance
• Transportation facilities
• Specific attraction entrance and boarding procedures, as some attractions allow Guests to remain in a wheelchair and some are transfer-accessible.

Additionally, Guests with specific disability concerns can visit Guest Relations at any of the Disney Theme Parks or Disney Water Parks for additional information and assistance.

Note the locations of the First Aid Station in each of the theme parks. First Aid Stations provide a place to store medications and spare oxygen tanks, or to receive assistance.

Disney offers several accommodations for Guests with visual and hearing challenges and for Guests who utilize trained service animals – for the most part, these have not changed.

Some examples of accommodations include:

• Assistive Listening systems
• Reflective Captioning
• Sign Language interpretation
• Text Typewriter telephones
• Handheld Captioning
• Video Captioning
• Audio Description devices
• Braille guidebooks
• Digital audio tour

Trained Service Animals

It is important for you to know that Cast Members are not permitted to take control of service animals. Guests with service animals should follow the same attraction entrance guidelines as Guests who use wheelchairs.

Each Theme Park allows Guests to use (backstage) locations for service animal relief areas. Please consult the Guidebook for Guests with Disabilities, for specific information.

Accommodation for Guests with Cognitive, Sensory, and Mental Health Challenges

Disney has created a Resource for Guests with Cognitive Disabilities Including Autism Spectrum Disorder for both Walt Disney World and Disneyland, also available as pdf files. Some of the information is applicable to Guests with Anxiety Disorders and PTSD, so even if the need is unrelated to Autism, it is worth a review.

Walt Disney World: PDF Download
Disneyland: PDF Download

It is important for you to know that the Americans With Disabilities Act prohibits Disney from requesting “proof” of disability or even a specific diagnosis. You are, of course, free to divulge your diagnosis if you so choose. However, Cast Members are being discouraged from accepting “doctor’s notes” that in past years could support the Guest’s request for accommodation. This is to avoid the perception that Disney is requiring proof, which would be against Federal Law.

In addition, please be aware that Cast Members are not health care providers and most likely will not have a clear understanding of your needs if you simply provide them with a medical diagnosis. Therefore, it is important that the Guest or the Guest’s representative be able to clearly articulate the need.

While DAS is most commonly requested for use by Guests with cognitive, sensory, or mental health challenges, there are other invisible medical challenges for which a Guest may find the card useful. Again, it all depends upon the individual need. Some examples are:

• Medical conditions that may result in a rapid change in blood sugar, necessitating immediate treatment
• Medical conditions that may result in seizures, necessitating immediate treatment
• Medical conditions that make it difficult for a Guest to wait in a traditional queue, yet preclude the Guest from utilizing a wheelchair or ECV

If there is more than one Guest in a travel party with the need for accommodation with a Disability Access Service Card, it is highly recommended that each Guest obtain his or her own card. This allows the guests to “split up” if needed and still make use of the accommodations.

The process sounds overwhelming, but it is easier than you may think to obtain the accommodations you need.

Accommodations for Guests with Mobility and Endurance Challenges

Note: (Mar 2022) I’ve received 3 reports in the last week (one via email and 2 blog comments (see comments section below), that Disney has stopped issuing DAS for mobility issues. They instead advise the use of a wheelchair (their rental they hope) and the standby line or pay for Genie+ . See comments from from John and Bunnie below.

Wheelchairs and Electric Conveyance Vehicles (ECVs or “scooters”) are available for rent in all the theme parks. Quantities are limited and they are available on a first-come-first-serve basis. Guests are permitted to bring their own mobility assistive devices.

Disney’s scooters are expensive to rent, MDT suggests Amusement Park Rentals who offer military discounts!

Guests using wheelchairs or ECVs are provided the accommodation of alternate entrance. It should be noted that, due to safety regulations concerning the number of mobility-impaired guests that may utilize an attraction at one time, the wait for a particular attraction may actually be longer when using this accommodation. Options for boarding procedures are posted at the entrance to each attraction and may vary.

Multiple Disabilities

If the Guest has both a cognitive and a mobility disability, the Guest should request both accommodations.

Physical Access

Most attractions, restaurants, shops and shows are accessible to all Guests. In some cases, however, Guests may need the assistance of a member of their party to fully utilize these areas. Also, at some attractions Guests using wheelchairs may need to transfer from their wheelchairs onto an attraction vehicle. Disney Cast Members are not permitted to physically lift Guests from wheelchairs. Disney recommends that Guests who need assistance plan to visit with someone who can physically assist them, when necessary.

 Prosthetic Devices

A Prosthesis Information Sheet is available at Guest Services. It will detail the restrictions in place for attractions for different types of prosthesis. These restrictions are different for each theme park. Cast Members operating attractions reserve the right to determine Guest safety on an individual basis. The deciding factor appears to be whether or not the Guest is able to be adequately restrained (on thrill rides) or is able to properly brace him-or herself, with or without the prosthesis.

Cast Members / Lifeguards who are operating the attractions at the water parks should have a laminated copy of the information sheet with them, but it has been reported that many do not. It is recommended that you keep a copy of the information sheet in a waterproof envelope / Ziploc of some sort. This will help prevent any confusion.

Can I use both DAS and Genie+?

Yes absolutely!

You can use DAS and also choose to purchase Lightning Lane Multi Pass.

Using Genie+ in conjunction with DAS does allow you to continue to “pre-plan” since you can stack Lightning Lanes. But more importantly. Know that these two features are completely separate from each other and one has no effect on the other.

Conclusion

The Disney theme parks provide numerous accommodations for Guests with disabilities and special needs and Cast Members in Guest Relations are typically willing to discuss these needs on an individual basis.

If you require additional information about Services for Guests with disabilities at the Disney Resorts, please call:

Walt Disney World Disability Services at (407) 560-2547, or send an email to [email protected].

Disneyland Disability Services at (407) 560-2547, or send an email to [email protected].

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