As of Oct. 9, 2013, the new Disability Access Service / DAS program began at the Walt Disney World Resort to replace the Guest Assistance Card / GAC. Last week, Disney issued an official statement and FAQ about the system, but here is a personal review about the usage of the new system.
Honestly, the system works really well and while this is my personal opinion, I understand this may not work the same or as well for everyone else that needs it. But I beg of you, please at least give it a chance before you judge or criticize or anything of the like.
The test done in the park today, Oct. 10, 2013, was done with a party of five people that included one child with autism and one person in a wheelchair.
Going into City Hall at the Magic Kingdom, there were at least 15-20 Cast Members behind the desk, outside, and standing immediately inside. They were all there to do their normal things, but there were many more there to help with the new DAS system.
NOTE: Upon speaking to to a longtime Cast Member and supervisor, the DAS cards will be given out to those with what are being called “invisible disabilities” such as autism, mental disorders, etc.. Those that are in wheelchairs or using ECVs will not need to be issued a DAS card.
Read that carefully, will not need to be issued a DAS card. Not that they won’t be issued one, but more on that later.
Upon receiving the DAS card, you simply answer a few questions – nothing medical, as they legally can’t – and then the picture of the person the card is needed for, is taken. It is placed on the front of the DAS card with some basic information to the side of it including “For Use By,” “Date Range,” “Park Issued,” and “Number of Guests.” It also must be signed and dated.
The back side has the information that will be filled out by Cast Members at each attraction for your “Return Times.”
Front of DAS card
Back of DAS card
Information to know:
- Issued for up to 14 days – If needed longer, simply go get a new one once the 14 days runs out
- Can be issued for a party of up to 12 guests maximum
- The person who the card is issued for, and whose picture is on it, must be present when using it for attractions
Getting the DAS card was extremely simple and easy and hardly took any time at all, and this was at about 2:00 p.m. in the afternoon.
When going from attraction to attraction, it is simple, and the instructions are exactly as detailed here: How to use the new DAS card, but here is an example:
- Guests will go up to a standby entrance line for an attraction
- A Cast Member will take the DAS card and on the back, write the attraction name, current time, current wait time, return time, and cast code
- The Return Time will be 10 minutes less than the current wait time so that DAS guests can accommodate for any type of FASTPass line wait time
- Guests come back to the attraction at their Return Time and go into the FASTPass line / alternate entrance
- The FP line Cast Member will check everything on the card and put a line through the current Return Time to show it has been used
- Guests cannot get another DAS Return Time until their current one has expired
For those wondering what will happen if there is an issue or as one mother told me today, “my child has a meltdown” and misses their “Return Time”..well, I found out. I was advised today that if these situations arise and guests miss their “Return Time,” they can head back to the attraction when it is possible for them to do so, advise of the situation, and the CM will give them access to the attraction through the FP line at that moment.
So, that should ease some concerns of some folks.
As one longtime Cast Member/Supervisor told me:
“We are attempting to make this good for everyone that truly needs it. We had to stop the abuse that the old system was receiving and make this work for everyone. What we hope guests realize is that we have worked with numerous groups and people to make this system successful. We know it is new and it is going to have some steps that won’t work for everyone, but again, it’s new. If something doesn’t work and we get the feedback letting us know that, then we will work to alter the new system so it does work.”
Alright, for those that are in wheelchairs and ECVs, you don’t need to have a DAS, but you still will have some of the same accessibility options. For attractions that have a standby line that is wheelchair accessible, simply go through that line.For those in wheelchairs/ECVS and going to an attraction that has a standby line that isn’t wheelchair accessible, you will:
- Go up to a Cast Member at the entrance of the attraction
- Advise them that you have someone in your party in a wheelchair/ECV
- The Cast Member will give you a a “Return Time” card with the date, number of guests in party, Cast Member’s initials, and a Return Time
- The Return Time will be for 10 minutes less than the listed current wait time
So there you have it. I’ll admit it isn’t perfect and could use some tweaks here and there, but it worked fine for the party I was with today and for a number of others I spoke with.
On the second day of the new DAS system, these are some of the things that I witnessed:
- There were a lot of people in the park, but wait times were down considerably
- About 45 minutes after the 3 o’clock parade, the longest wait time I could immediately find in the park was for Space Mountain and it was a mere 20 minutes
- Cast Members were happy with the new system
- Cast Members were happy with the flow of the new system as well and more than happy to answer any questions
- Guests using the DAS cards and Return Line Cards appeared pleased
I spoke with a few guests – asking for no personal information, anything given was what they openly shared – that were using the new DAS pass and here are their thoughts:
“This actually isn’t as bad as I thought it would be. I honestly was preparing for the worst and not ready to come back to Disney after hearing about this, but we already had this trip planned. I’m ashamed to say that…I thought nothing but negative about this, but I hadn’t even tried it. Now, it isn’t bad at all and worked out just fine for myself and my family. Sure, there are a couple of hiccups, but it’s new.” – Mother of three with one a son that is severely autistic
“It’s alright. The GAC was better, but this one isn’t bad. It’s going to take some getting used to, but it just sucks that greedy people had to mess this thing up for people like us that really need it. I’m glad Disney is willing to listen to us on this, but it was fine the way it was. This is going to work for us.” – Guest on an ECV
“The abuse was ridiculous. We were all trained on this new system though and it really is going to make things better for the guests. It’s not perfect by any stretch..and it has its ups and downs, but it is also new. I think it will work out better.” – Cast Member at Under the Sea
One thing to touch upon, the structure for the cast members has already changed once while training was happening. We were told that management WANTS to hear as much feedback as possible from both guests and cast members. Guests need to realize this is far from a finished system. Also with what you said about the DAS return time, you can return ANYTIME after your return time but you will not be able to get a new time until the previous has been crossed out (either used or changed mind).
I am an annual passholder, along with my fiancé, and I went to Epcot this past weekend for the Food and Wine Festival. I suffer from multiple cognitive disorders, including a severe panic disorder. I have all the clinical evaluations and meds to prove it. Even though I know that legally cast members aren’t allowed to ask for any proof of a disability, I feel like I apparently should have taken all of my proof. I was denied assistance and a DAS at Guest Services by not just the guest services cast member, but her higher-up coordinator. The coordinator was rude enough to tell me that it was only for children with autism who pose a danger to others in lines. I have been provided assistance for the past 3 years, and after that terrible humiliation, I highly doubt we will be renewing our passes this December. I have never felt as humiliated as I did in front of those guests and the cast members. At this point I honestly don’t even know who to call or even complain about this experience to. Once that occurred, we ended up just leaving the park. I defiantly felt discriminated against just because I am 24 years old, and I do not look like I have anything wrong with me.
I had the exact same experience. I was denied. At Epcot. Felt humilated. Went in. Went on one ride and decided to leave too. The hotel guests w magic bands are being treated better then the disabled guests. I too am an annual pass hokder and I also doubt I wish to renew unless these things change. Also, I am in my late thirties and do not appear ill.
I too experienced the EXACT same treatment, I did not renew my pass that I had for years. The CM even refused to look at my documentation. I suffer from multiple sclerosis and my most common symptoms being cognitive, mobility and incontinence issues. Im not currently in need of a wheelchair, however I dont use a cane. I have never felt so helpless as a disabled person as I did in that moment. How is this possible under the ADA laws that a disney cast member, most of which are twenty somethings, can determine if im diabled enough?
We have never called our child disabled nor does my autistic child think of himself as disabled. We want our child to feel like he is the same as everyone else. The guest assistance pass and system was discreet. This system is humiliating and embarrassing for children. The last system allowed you to ‘fit in’ with the crowd. This is going to be very humiliating for my child. I think we will skip this program and try Disney without the pass, even though the assistance is greatly needed for my autistic child.(Our trip is already scheduled.)
I used the DAS in January 2014. I also stayed at a Disney hotel. With that said I thought I could use the DAS along with Extra Magic Hours. I was wrong. During EMH I had to put my DAS away. I don’t believe they are trying to be mean about it, but rather I think Disney is tightening their belts by reducing their manpower. If they allowed us to use DAS they would then need Cast Members to man the Fast Pass line which is closed during EMH. It makes sense (or shall I say cents $$$) in order for Disney to save money.
I feel a lot of my time was wasted going back and forth using the DAS, so I didn’t accomplish too much while I was at the parks. I will not be going back ever. Not because I’m bitter but because it isn’t any easier or less expensive, anymore, to do Disney than it is to do other destinations around the states or abroad. It used to be easy for me with my health but as I said not anymore. Not bitter at all, though. Just tired of running back and forth while dodging people. Much too tiring for these old bones.
So I know that this article is for the WDW parks but I have a feeling that many guests have read this before visiting DLR because as a CM I have noticed that I am getting a lot more people asking if I can fill in a new return time for them at the exit of my attraction. I try my best to explain to them that since I have no way of contacting or checking the wait times for other attractions at my current position that I am unable to fill out their card and that they were told that a Guest Relations CM has to be the one to fill out the card. The outrage and the begging that I have encountered has been staggering. People telling me that I am purposefully ruining their day and that they will report me for being a terrible person. People trying to bribe me to fill a new time because they don’t want to walk to the nearest Guest Relations info booth. It’s sad.
Our experience with the new DAS card at Disneyland was AWFUL!!
We have been previous AP holders, and have used the GAC card, not as a “get to the front of the line free” card, but as it was intended – to have a less sensory stimulating area to wait for our time to ride that is *attached to the ride we are going on*.
Our child is on the spectrum, and has great difficulty with transitions. With the new system, we spent our 4 day Disneyland vacation going from meltdown to meltdown.
We started our day, after getting the DAS at City Hall on the Roger Rabbit ride in ToonTown, but then we had to LEAVE ToonTown to go to Fantasyland in order to get a time for Gadget’s Go Coaster – first Meltdown!!! Gadget had a 30 minute wait time – which we would have happily done in the quiet area at the back of the ride with the old GAC card. Instead, since we were in Fantasyland, we used the suggestion to go on a “low wait time ride” and rode the carousel. But when we were done & it was time to go back to ToonTown for Gadget’s go Coaster – another Meltdown!! “WHY do we have to leave Fantasyland????”
OMG!!! that’s two meltdowns that DID NOT HAVE TO OCCUR in just one hour!!
When we had to go to the kiosk to get a time to come back to a ride, he would have a meltdown EVERY TIME because he didn’t understand WHY we had to LEAVE the ride/area he was in and wanted to go on in order to go do something else!!
If we had been allowed to wait in an alternative area, attached to the ride, as the old GAC system allowed, regardless of the wait time, at least THAT would have made sense to him.
But instead, we had to stem off the meltdown and redirect to another, “waiting activity”. Then there would be another meltdown when we had to transition him away from the “waiting activity” to go back to the ride for our appointed time. We would wait in the Fastpass line, go on the ride – and have to go back to a kiosk and start the meltdown – transition – meltdown cycle all over again. Over & over. 4 freaking days of hell meltdowns that did not have to happen!
We were give a few extra “anytime” Fastpasses for rides, but it still didn’t address the issues and meltdowns created upon having to LEAVE the place where our kid wanted to be in order to go get a time at a kiosk to go to the very location we had just left. Made no sense at all to any of us!
We understand that the rampant abuse of the GAC card system necessitated an overhaul, but this new DAS is NOT appropriate for anyone other than able-bodied people who have no problem planning out their Disney day and happily running all over the Park to a fixed schedule!!! That is NOT someone who requires accommodations in order to appreciate the Disney experience!!
Went to Disneyland in March 2014. Our experience with the new DAS card at Disneyland was AWFUL!!
We have been previous AP holders, and have used the GAC card, not as a “get to the front of the line free” card, but as it was intended – to have a less sensory stimulating area to wait for our time to ride that is *attached to the ride we are going on*.
Our child is on the spectrum, and has great difficulty with transitions. With the new system, we spent our 4 day Disneyland vacation going from meltdown to meltdown.
We started our day, after getting the DAS at City Hall on the Roger Rabbit ride in ToonTown, but then we had to LEAVE ToonTown to go to Fantasyland in order to get a time for Gadget’s Go Coaster – first Meltdown!!! Gadget had a 30 minute wait time – which we would have happily done in the quiet area at the back of the ride with the old GAC card. Instead, since we were in Fantasyland, we used the suggestion to go on a “low wait time ride” and rode the carousel. But when we were done & it was time to go back to ToonTown for Gadget’s go Coaster – another Meltdown!! “WHY do we have to leave Fantasyland????”
OMG!!! that’s two meltdowns that DID NOT HAVE TO OCCUR in just one hour!!
When we had to go to the kiosk to get a time to come back to a ride, he would have a meltdown EVERY TIME because he didn’t understand WHY we had to LEAVE the ride/area he was in and wanted to go on in order to go do something else!!
If we had been allowed to wait in an alternative area, attached to the ride, as the old GAC system allowed, regardless of the wait time, at least THAT would have made sense to him.
But instead, we had to stem off the meltdown and redirect to another, “waiting activity”. Then there would be another meltdown when we had to transition him away from the “waiting activity” to go back to the ride for our appointed time. We would wait in the Fastpass line, go on the ride – and have to go back to a kiosk and start the meltdown – transition – meltdown cycle all over again. Over & over. 4 freaking days of hell meltdowns that did not have to happen!
We were give a few extra “anytime” Fastpasses for rides, but it still didn’t address the issues and meltdowns created upon having to LEAVE the place where our kid wanted to be in order to go get a time at a kiosk to go to the very location we had just left. Made no sense at all to any of us!
We understand that the rampant abuse of the GAC card system necessitated an overhaul, but this new DAS is NOT appropriate for anyone other than able-bodied people who have no problem planning out their Disney day and happily running all over the Park to a fixed schedule!!! That is NOT someone who requires accommodations in order to appreciate the Disney experience!!
I was just at Disney May 26th and 27th 2014 with my children. My 10 year old is autistic. I HATED the new FAST PASS along with the Disability Access Card and the way they handle children or anyone with disabilities. Was told on one ride to come back in 85 minutes that’s 1 hour 25 minutes. Try explaining that to a child who has no concept of time and the melt downs that ensued. Happiest place on earth my a**!What really got me was this couple in front of me that got turned away and was told to come back 25 minutes from that time they were there. The woman was in a wheelchair, her’s, not a rental, and they were in the fast pass lane, the employee told them that they were still too early to come back in 25 minutes. I could not believe they would not let them go in. We were the only people at the time behind them. I certainly would not have had a problem letting them go ahead. But more importantly, its hard enough trying to maneuver with a wheelchair but to have them leave and then come back. Lets put the people who thought of this brilliant idea of only using the fast pass for Disability Access in wheelchairs and chlldren with little tolerance and let them spend a day in those shoes. Was so not an enjoyable trip. Have been to many theme parks with my son and NEVER had an issue.