Open letter to Disney regarding the new proposed Disabled Assistance System (DAS)

Dear Disney Executives,

I am writing in regard to the proposed and soon to be implemented changes to the Guest Assistance Card (GAC) program to the new Disabled Assistance System (DAS).  As a loyal Disney park customer since 1983 and the mother of a special needs child, I am deeply concerned and disheartened at the proposed changes to the system.

I understand the impetus for the new system is that there has been anecdotal evidence of abuse of the existing system.  I will attempt to suggest some recommendations to circumvent these abuses rather than the proposed system which seeks to decrease abuse by making the system less appealing.

While I am encouraged that you have consulted with special needs advocacy groups such as Autism Speaks, I worry that such limited consultation cannot possibly encompass the needs of your customers at large.  If there had been public consultation, I believe you would have been pleasantly surprised at the suggestions put forth by your customer base.  I am very aware that each individual case is different - which is why the existing GAC system was in place.  A guest relations cast member would evaluate each individual case and attempt to accommodate the needs of that individual family within the framework of the GAC system.

Suzi Brown is quoted as saying "we are changing our process to create a more consistent experience for all our guests while providing accommodations for guests with disabilities,"  My issue with this statement is that by the very fact of making things "consistent", Disney has lost sight of what it means to have special needs.  Special needs by their very definition are not consistent, and not all guests with disabilities will be appropriately accommodated using the new DAS.

For myself, my seven-year-old daughter has cerebral palsy (spastic triplegia) and uses a power wheelchair as her long-distance mode of travel and must be lifted/carried for transfers.  When visiting Disney parks, we have opted to use a double stroller to help with the logistics (she now has two younger siblings).  We have had excellent experiences at Walt Disney World parks and all cast members were extremely friendly, helpful and honestly made the experience "magical" for my child.  We have never abused the system nor have we used the card to gain access to a ride multiple times in a row.  We are planning on visiting again this December but the current changes make me nervous to attempt the visit.  I cannot speak to visiting with an autistic child (nor will I attempt to) but the comorbidities associated my own child's cerebral palsy also mean she has sensory issues.  As we will most likely be unable to spend many hours in the parks, the proposed waiting system makes it unlikely she will experience much, not to mention that she may still baulk when attempting a ride after the waiting time has elapsed.  So imagine coming back after an hour wait (albeit not in line thankfully) only to have the child unable/unwilling to attempt the ride.

Something that has not been mentioned in other articles I have read is that some alternate entrances (particularly at Pirates of the Caribbean and Haunted Mansion to name a few) may prevent the guest in a wheelchair from having the complete or "consistent" experience.  These guests are taken to alternate loading docks without theming and miss some key elements of the ride provided to those queuing in stand-by lines.

Claims of abuse of the current system include:

• Non-disabled guests hiring disabled tour guides to gain quicker access to rides
• Guests renting a wheelchair when it is not medically necessary and taking turns using the wheelchair throughout the day
• Guests selling/giving Guest Assistance Cards to non-disabled guests
• Guests pretending to have disabilities to obtain a Guest Assistance Card

My suggestions:

• In conjunction with the DAS, continue to use the GAC on a limited basis for those individuals who cannot be accommodated using the new system.  This would be easily implemented as all guests using the DAS will have to visit Guest Relations anyway.
• Add a photo requirement to the limited GAC to prevent individuals from "swapping disabilities" between party members and/or riding without the disabled guest.
• With the DAS, increase the number of concurrent ride wait times to 2 or 3 attractions at once to distribute the risk of not riding one or many of the selected attractions
• Offer a discounted ticket price for guests with disabilities and an attendant.  Suzi Brown states that the new system is "in line with the rest of our industry."  so why would you not implement the accompanying discounts available at Anheuser-Busch and Universal parks? 
• Outsource Guest Relations activities related to disabilities to a third party organization.  This would allow the pre-registration of guests with disabilities who would then arrive at the Disney parks with their pre-arranged accommodations (all which have been vetted by Disney in advance)

I will reserve further judgement on the new system until it is officially rolled out and the appropriate official information is released, however, I urge you to be very forthcoming with specific information and FAQs as this will help alleviate the concerns of your guests.

Ultimately, I still remain confident that you will tweak the system so as to continue to accommodate guests with disabilities while decreasing the incidence of abuse.

Sincerely,

Sarah M.