Walt Disney World’s Disability Access Service (DAS) allows guests with non-visible disabilities who unable to wait in the conventional line to get a return time for an attraction. This is about EQUAL ACCESS, not preferred access, since the return time will approximate how long the person would have had to wait in line, if they had been able to wait in the regular queue.
I did a whole series of articles about DAS, so I refer you to them if you want to learn more about the nuts and bolts of the service. However, one of the first steps in the process is for a Disney cast member to determine whether or not you qualify, based upon your condition. This is where changes could be in the works.
Currently, Disney does not ask for any sort of documentation on your condition. They don’t even ask you what your condition is. All they ask you is what your symptoms are that might prevent you from waiting in a normal line. Obviously, there are opportunities for abuse. However, it is possible that this might be coming to an end.
Changes Already Happening at Universal Orlando
Universal Orlando has had an equivalent service, called the Universal Attraction Assistance Pass. Similar to DAS, it allows guests who cannot wait in the conventional line due to a non-visible disability to get a return time that approximates the time they would have spent in the regular queue. The process to get this pass was similar to the process for getting the DAS at Disney. You would go to Guest Services, explain why you thought you needed this accommodation, and a team member would make the determination based upon your individual situation.
Previously, no medical records or other proof was necessary. However, that has now changed!
The IBCCES Individual Accessibility Card
This organization has developed something called an Individual Accessibility Card, or IAC. This is for individuals who are requesting some sort of accommodation at a participating theme park due to a disability. Basically, you complete an online application where you provide your personal information, details on the nature of your disability and what sort of accommodation you need. As part of this process, you are asked to upload a statement from your medical provider and other documents which essentially prove your disability.
Once the IBCCES confirms your information, they issue you a digital Individual Accessibility Card. You show this to a Universal team member who will then provide you with the necessary accommodation.
This, of course, is a huge shift at Universal. Now, they aren’t taking your word for it that you need the accommodation. You now require this IBCCES certification.
One important note. IBCCES is not affiliated with Universal in any way. It is an independent third party credentialing service. Essentially, Universal is outsourcing the vetting of accommodation request to the IBCCES. The IAC is already accepted at many other theme parks, most notably Six Flags, so it makes sense for Universal to use them as well.
Will Disney Jump on the IBCCES Bandwagon, too?
Will Disney also now start requiring that you present your pre-vetted IAC in order to apply for the Disability Access Service? That’s the big question, isn’t it?
While I don’t have any insider information, here are some reasons why Disney might or might not follow suit.
PRO: Eliminate Abuse
Because Disney does not ask for any sort of medical proof of your disability, there is an opportunity for unscrupulous people to say that they need a DAS when, in fact, they can wait on the normal line. Disney does not police this, ostensibly because of medical privacy reasons. By moving to the IAC, which does require medical documentation, I would imagine that the number of DAS cheaters will reduce considerably.
In my opinion, that is a good thing. DAS should be reserved for those who need it, not those who want to game the system.
CON: Loss of Control Over DAS Eligibility
If they were to outsource the vetting of disabilities to a third party, they are now relying on the criteria set forth by the IBCCES. The question is whether or not Disney wants to give up that control. Disney, in general, wants to have final say over guest experience. One has to look no further than how they lost Harry Potter for proof of this. If they let the IBCCES set the terms of what qualifies as a disability, they lose control of this aspect of the guest experience.
Let’s say that the IBCCES determines that the guest does not qualify. Who is the guest going to blame? They are going to blame Disney, of course! Many guests might not understand the nuance that it was a third party that made the ruling. All they know is that they previously were able to get the DAS, but now they aren’t. It will be Disney’s Guest Services who are going to bear the brunt of these complaints.
Now, of course, if Disney feels like the criteria that the IBCCES uses is equivalent to theirs, this might not be an issue. But, you can bet that Disney will want to get a more complete understanding before jumping on the IBCCES train.
Bottom Line
Personally, I think, behind the scenes, Disney has every reason to be interested in this development at Universal. If this new system can reduce fraud without impacting the guest experience, why wouldn’t Disney want to adopt this process? However, for now, I would imagine Disney is going to monitor Universal’s experience with this new system before making any changes to how they do business. We shall see!
Do you think that Disney will adopt this new system? Do you think they should? Let us know in the comments!
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