Overview
- The Florida Commission on Human Relations advanced a guest’s discrimination complaint to a formal investigation after mediation did not occur, giving the state power to seek internal records and interview staff.
- The complainant, a longtime Disney Vacation Club member who uses a medically necessary power wheelchair, says Disney’s suggested workarounds such as return-to-queue or party separation are unsafe and unworkable.
- Disney narrowed its Disability Access Service in 2024 to focus on guests with developmental disabilities and added video-call assessments and periodic renewals, which critics say exclude many people with physical or “invisible” conditions.
- Alternatives often offered to denied applicants include renting a wheelchair or scooter, waiting outside the line while others queue, or purchasing Lightning Lane, which opponents argue creates a hierarchy of disability and erodes the shared family experience.
- At the March shareholder meeting, investors rejected an independent review of DAS with about 5% support, and CEO Josh D’Amaro said the policy reflects expert guidance and ongoing evaluation, while a separate class-action challenge remains pending.