A vacation to the Disneyland Resort in Anaheim, Calif., or Walt Disney World Resort in Orlando, Fla., can magnify accessibility needs, as navigating theme parks can be challenging for guests with physical limitations and developmental disabilities. Fortunately, Disney offers numerous support services and resources to help those with accessibility needs enjoy a successful theme park visit.
“Accessibility Planning Guides on the [Disneyland and Disney World] websites cover sensory needs, mobility needs, service animals, hearing and vision needs and more,” said Theresa Perry, senior travel advisor and inclusion manager at Key to the World Travel. “It’s a comprehensive resource for all guests with special needs who are worried about their next Disney trip.”
Recently, Disney also updated its accessibility programs in the parks. Following is a look at the current policies and services, as well as different perspectives on the recent changes.
Disability Access Service
Disability Access Service (DAS) allows those unable to wait in long attraction queues to receive a designated return time rather than waiting in the standby line. However, Disney reports DAS requests have tripled in the last five years (and says that many park-goers are utilizing the service for reasons other than intended), leading to the system being updated to specify DAS is for guests who can’t wait “due to a developmental disability like Autism or similar."
Sign Up for Our Monthly Family Getaways Newsletter
I accept the T&C and Privacy Policy.
"I’m thrilled Disney reevaluated their DAS program … to be used for those who cognitively cannot wait in a conventional queue," said Jordana Izzo, director of accessibility for Travelmation. “Making these accommodations available makes Disney parks incredible destinations for everyone."
Disney offers Disability Access Service and other resources to make the parks more inclusive to guests with different needs.
Credit: 2024 DisneyClients planning visits to either Disney destination must speak to Disney’s accessibility services team and/or health professionals from Inspire Health Alliance via video chat (note that doing so before arriving to the parks is recommended). Clients will be given information about alternate services for their unique needs if they don't qualify for DAS.
Disneyland guests can also visit an Accessibility Services window in the esplanade between Disneyland and California Adventure Park (no in-person option is available in Orlando).
“I can empathize with everyone who’s nervous about these changes,” Perry said. “Many who previously qualified for DAS now won't, but what’s important is that Disney already thought about them.”
One example Perry points to is a Return to Line pass that allows guests who previously received DAS due to the need for frequent or emergency bathroom access to leave an attraction queue and be escorted back to their family.
In addition, she notes, Sensory Experience Guides based on 11 elements — scent/smell, lighting effects, loud noises, periods of darkness, bumpy (sudden movements and dips), fast, lifts off ground, wet, element of surprise, type of restraint and trip time — can help clients avoid potential sensory issues.
Visiting Disney Parks With Mobility Devices
According to Kristy Durso, owner of Incredible Memories Travel, Disney provides information about which attractions are accessible for different levels of mobility, including when wheelchair-users can take their wheelchair onto a ride and when a transfer is required. Disney also has many attractions with transfer devices to assist that transfer.
Disney provides information about which attractions are accessible for different levels of mobility.
Credit: 2024 DisneyAt Disneyland Resort, clients with mobility devices like wheelchairs or Electric Conveyance Vehicles (ECVs) — or with physical restrictions that make it difficult to navigate narrow queues, stairs, steep ramps, turnstiles or low lighting — can speak to cast members at select attractions in Disneyland Park to request a Location Return Time comparable to the current standby wait. At their assigned time, they’ll be directed to an alternate entrance that bypasses accessibility problems. Location Return Times are not offered at Disney California Adventure Park or Walt Disney World.
At both resorts, Stroller as a Wheelchair tags allow guests who use strollers as mobility devices to bring them into attraction queues. This applies to children who use strollers instead of wheelchairs (or need medical equipment in a queue) and adults who use strollers to assist with walking.
Wheelchairs and ECVs can be rented at both Disneyland and Disney World.
Services for Hearing and Vision Impaired Guests
A sign language-interpreted performance schedule is available from Guest Relations at both resorts.
Interpretation for live shows in Orlando rotates with Magic Kingdom on Mondays and Thursdays, Animal Kingdom on Tuesdays and Saturdays, Hollywood Studios on Sundays and Wednesdays and Epcot on Fridays. Interpretation can also be requested 14 or more days before select special events and dinner shows.
Interpretation for live performances in Anaheim also rotates. On Sundays and Fridays, interpreters start at California Adventure in the morning and move to Disneyland in the afternoon; on Mondays and Saturdays, they begin at Disneyland and move to California Adventure. Interpretation may be available on non-designated days by request 14 or more days in advance.
Disney also offers portable captioning systems that display on-screen text in select theaters and attractions, as well as handheld devices for visual impairment that provide audio descriptions for select attractions and entertainment. Both devices are available through Guest Relations at Disneyland and Disney World.
Portable devices display on-screen text or audio descriptions for attractions and entertainment.
Credit: 2024 DisneyIn addition, Portable Tactile Maps feature a representation of buildings, walkways and landmarks for each theme park, and Braille guidebooks feature descriptions of attractions, restaurants and stores. Walt Disney World Tactile Maps can be requested by email (WDPRSignLanguageServices@disney.com); Braille guidebooks are available on a first-come, first-served basis at designated retail locations. Disneyland maps and guidebooks are available on a first-come, first-served basis through Accessibility Services.
Stationary Braille maps at both resorts feature raised graphics highlighting key landmarks and attractions.
Rider Switch
Rider Switch is available to all Disney guests (often used by families with kids who don’t meet height requirements), but this service is also helpful for anyone who doesn’t want to ride but can’t wait on their own. In this case, cast members will divide the party into two groups so someone is always with non-riders. After the first group rides, the second group can board without waiting in the regular queue.
Rider Switch is available for most Florida attractions and all attractions in California.
Visiting Disney Parks With Service Animals
Disney defines a service animal as “a dog or miniature horse that has been individually trained to do work or perform tasks for an individual with a disability.” Only trained service animals are allowed inside Disney theme parks in California and Florida, and Durso notes that animals can ride attractions that don’t have height requirements.
“They can ride anything that doesn’t require a seatbelt, where there's room (and it’s safe) for them to be on the floor,” Durso said. "Crates are provided for attractions not suitable for animals to ride, or guests can use Rider Switch.”
Disney requires service animals to be under their owner’s control at all times, be housebroken and behave (not bark, growl, jump on or lunge at guests or staff).
“Disney has built… the reputation that they will accommodate disabilities,” Durso said. “And people with disabilities are learning they don’t have to stay home because [Disney] is accommodating them."
An Opinion on Disney’s Policy Update, by Kristy Durso, Owner of Incredible Memories Travel
I am an international speaker on functional accessibility in the hospitality industry, a travel professional, a disability advocate and a person with multiple disabilities.
The new changes to DAS do not affect me personally, as I still qualify under the new guidelines, but I have heard from hundreds of people who are impacted. Many say it will influence their decision to return to Disney in the future. Others have expressed that they feel invalidated.
A large part of the disability community struggles with not fitting in anywhere, as they are too disabled to fit in with those without disabilities, but not disabled enough to qualify for many disabled services. Unfortunately, Disney’s new DAS policy broadens that gap.
Disney has been such an ally to the disability community — so much so that thousands of travel advisors consider it the No. 1 accessible business in the world — however, the new DAS policy alienates a loyal fan base. I hope Disney reconsiders its decision. If taking action against fraud is the goal, perhaps the International Board of Credentialing and Continuing Education Standards accessibility card that requires supporting documentation is the solution. Disney will get pushback on this, as well, but at least it does not invalidate quite so many.
