Cast Member Speaks Out Against Disney's Disability Access Service
After several changes and a lawsuit, a former Cast Member shares his frustration of caring for the needs of guests with the current restrictions.
Disney's Disability Access Service
A Walt Disney World vacation is a dream for so many, but with long lines and heavy crowds, this can be a bit difficult to navigate for many. Guests who cannot wait in a physical standby queue for longer periods may benefit from Disney's Disability Access Service (DAS).
Instead of waiting in the standby line, they receive a return time that is equal to 10 minutes less than the current wait time. In April 2024, both Walt Disney World and Disneyland made big changes to who is eligible for DAS.
Over the past year, Disney has made a few adjustments to the DAS program, including expanding the eligibility window for guests and removing the term "only" for eligibility. Unfortunately, for Disney, these changes came with a lawsuit as well.
Former Cast Member Speaks Out
Recently tourguideryan shares his experience on TikTok of his experience as a former Disneyland Cast Member. After 12 years with the Walt Disney Company, he shares that he was "on the outside looking in."
The former Cast Member shares that he joined the Accessibility Services Team when it first launched in 2024 because he wanted to help guests, but found that the restrictions on the program went too far.
Many guests who didn't qualify for DAS were offered "Queque Re-Entry". This option allows the guest needing assistance to wait outside of the attraction while their traveling party waits in the traditional queue. When their traveling party neared the attraction, they could call the guest needing assistance to join them inside the queue.
This was frustrating for many guests because this was not linked to their My Disney Experience app, as the DAS system is. The Guest would have to speak with Cast Members at each attraction for "Queque RE-Entry." What was even more frustrating for guests was that many attraction Castmer Members were unfamiliar with this service.
The former Cast Member tells a heartbreaking story of a family of 4 with a dad who was a US Veteran suffering from PTSD. The dad was heartbroken when he realized that he would be spending the majority of his daughter's birthday at Disneyland, separated from her and the rest of his family, while he sat outside of attractions waiting to receive a call to rejoin his family with "Queue Re-Entry".
At times, this former Cast Member would try to use the phrase "for guests with autism or similar" to allow some flexibility in assisting guests. According to this former Cast Member, management felt he was bending the rules too much, and he felt as though this disagreement cost him his job.
According to this former Cast Member, his fellow Cast Members would be emotional at work due to similar frustrations of the desire to help guests but being unable to because of the tightened restrictions for the DAS program.
You can listen to his full experience here:
@tourguideryan After nearly 12 unforgettable years with the Disneyland Resort, I found myself unexpectedly on the outside looking in. This video is my personal reflection the good, the bad, and the very real. Whether you're a current Cast Member, a Disney fan, or just curious about what happens when the pixie dust fades, I hope you'll give it a watch and I hope this can help someone out there who's hurting. #Disneyland #DisneyCastMember #DAS #themepark #accessibilitymatters ♬ original sound - TourGuide Ryan
Frustrations with DAS
As we have shared the small changes made to Disney's Disability Access Service, many of our readers have shared similar frustrations with the current Disability Access Service.
"DAS is intended to accommodate those 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."
We are hopeful that as guests and Cast Members share their concerns and frustrations that more changes may be made to the current Disability Access Service.
Do you think more changes need to be made for DAS? Share your thoughts with us and share this update with your Disney pals.
Yes, the DAS should be for the mental, but also for physical handicap people. If you have these physical problems because of age or illness, etc, they will place a burden on you mentally by not being able to do/enjoy the park. I worry days before we go if my wife and myself will make it thru the day and get [1] maybe [2] rides in with our walkers. We used to have DAS with letters from the Doctor if needed because of back, muscle and leg problems. It's not fair, physically handicap and no DAS while the line we used is filled with people who have financially paid for this privilege. Thank you
I think what they have done is disgusting. Its horrible that people with real disabilities have to wait in line and can't possibly do that in many cases. Some disabilities aren't visible, many are but they must stop treating people like this. We are all liars , most of us really having real disabilities. And we can't wait in those incredibly long lines especially in the heat. They need to fix this ASAP!