Overview
- A guest’s discrimination complaint over Disney’s Disability Access Service moved from mediation to a formal Florida investigation after the parties missed the deadline to settle.
- The Florida Commission on Human Relations can now demand internal documents and question employees to assess whether the policy violates state civil-rights law.
- The complainant, a full-time power wheelchair user, says the revised rules and suggested alternatives like queue re-entry or splitting a party are unsafe and make park access unworkable for their family.
- Disney tightened DAS in 2024 to focus on guests with developmental disabilities such as autism, added live video screenings and annual renewals, and directed others to wheelchairs, return-to-queue options, or paid Lightning Lane access.
- If investigators find reasonable cause, the case could trigger fines, forced policy changes, and broader lawsuits, while shareholders recently rejected an outside review of DAS with about 5% support and CEO Josh D’Amaro says Disney will keep following expert guidance.