Removing accomodations for guests with mental disabilities

[politicsguy]

Update: FYI this is the response I received today...
Thank you for contacting the Walt Disney World Resort.

We are very sorry for the confusion. As follow are the guidelines for guest with disabilities.

You may wish to stop by any theme park Guest Relations location upon your arrival to obtain more information about our services for guests with disabilities. There is a service option that has been created specifically for the benefit of guests who, for various reasons, may require special assistance. Guest Relations can issue a Guest Assistance Card for guests with a non-apparent special assistance need.
Depending on a guest's particular need, this card will alert our cast to provide assistance such as allowing guests to wait in a shaded area, providing front of house seating in theaters, or allowing admission to attractions through auxiliary entrances, where applicable. This card can be issued for the length of your visit upon arrival at your first theme park, but cannot be arranged in advance. We would like to clarify, however, the intention of this service has never been to bypass attraction wait times, or to be used by guests with discernible service needs, such as guests utilizing wheelchairs, crutches, or canes. To accommodate individual needs, guests are asked to discuss their assistance requests with a Guest Relations cast member prior to the card being issued. A doctor's note is not required.

We are very pleased that you and your family will be vacationing with us and we appreciate your desire to make your visit as comfortable and enjoyable as possible.
Seems like this email gives the official line and the women on the phone was being unncessarily confrontational about the situation. If I read this correctly it appears they haven't really changed their policy, I would certainly hope that's true, we really don't want a nasty surprise when we get there.

The original letter follows...
*Note that the policy change only regards fastpass attractions, all other attractions allow the pass. I explain the problem with not allowing the disablilities pass on fastpass attractions in the letter below.
This is the email I just sent to guest relations...

My brother has Autism among other mental disabilities and going on vacation with him has never been easy. He would throw fits (and you have no idea what a full-size adult can do when he throws a temper tantrum). But we found a place where he loved, a place where he could go and we wouldn’t have to worry as much about all of the problems he normally has on vacations, that place was Walt Disney World. It has been several years since we last went but he still sings “Imagination” and carries his pink stuffed animal Figment around with him. He talks about shooting the electronic guns on Buzz Light-year, and almost “crashing” on Test Track. In the last couple of years he’s asked us repeatedly, “when are we going back to Disney World.” Finally this winter we had planned to visit WDW. That brings me to today when I had a conversation that brought me to tears with one of your customer service representatives I was connected with using the phone number for guests with disabilities. I wanted to ensure that nothing had changed, that my brother, Mitchell, could still visit his favorite place on earth unhindered. That is when I was explained that on “fast pass attractions” like Buzz Light-year’s Space Ranger Spin, and Test Track, he would no longer be able to go through the “fast pass line” automatically. The new policy requires Parents and siblings of children with severe mental disabilities to obtain fast passes to “come back later.” It was clear from this point that this woman, and now it appears the Walt Disney Company does not understand what it means to have “special needs.” Do you know why that term is used to classify certain people with developmental disabilities? Because, these special people have just that, “special needs!” Disney had always understood that and that is why, when my brother wanted to go on two of his favorite rides our disabilities passes from guest services allowed us to go into the “fast pass” line. My brother loves your parks, but he would become uncontrollable if he was told after seeing a ride just to obtain a fast pass that he had to wait 30 minutes, maybe 2 hours before he could go on it. I hope you understand that this policy punishes children with special needs who love Disney World but cannot wait in lines, to the benefit of fully able people to have the luxury of waiting in line less (by discouraging people with special needs from ever coming into the park). This isn’t a win-lose situation either, the system that was in place when we went in 2003 allowed guests to use fast pass normally while guests with special needs could go through the fast pass line when they showed their special pass. I truly don’t understand why you have changed your policy. It is extremely unfair to my family and in particular my brother. It’s not fair that Mitchell has Autism he didn’t ask for it. It’s not fair that our family is the way it is, we certainly didn’t ask for it. All we ask is a tiny bit of courtesy to allow people like my brother with severe mental disabilities to enjoy Disney World and your new policy of not accommodating people with special needs would prohibit my brother from ever enjoying the place he loves most ever again. I ask that this policy be reconsidered immediately.

I would appreciate a call back at...
If anyone knows another person at Disney I could contact I would appreciate it tremendously!
<!-- / message -->

 

[mousermerf]

I'm not trying to be harsh, but to understand...

But, in the real world, if Mitchell wants something, anything, he gets it immediately?

Does that mean you goto McDonalds and they give you someone else's burger right away? Do you just walk out of the supermarket with groceries if the checkout lines are long?

Taking things away from other people outright isn't fair, so trading the wait time and doing something else seems like a reasonable tradeoff. If Mitchell can't see the attraction, perhaps your family needs to make the accomodation to have the FP gotten by another party member and you all meet up in the middle of Future World?

Really, what if he wanted to just walk right onto Test Track and there was a delay in the loading area due to a guest with a wheelchair loading/unloading? Then what happens? I've stood there for 30mins while that happened. I had a FP when that happened.

I think you need to rethink things a little from a different perspective.

 

[Disney4Life]

When I read your title, I thought you were saying Disney SHOULD remove accomodations for guests with mental disabilities. No one in my family has any mental disabilities, but I was still getting ready to give you a good tongue lashing.

Now, that I have read your post, I totally agree with you. I hope you get what you are looking for. I have always heard that Disney does wonders for people with Autism. I truly hope that Disney does reconsider their policy.

Let us know what you hear!!!

 

[imagineersrock]

No idea who you spoke to, but as far as I know nothing has changed (fastpass attractions included... I work at one) since your last visit. Guests with special needs can still go to guest relations, pick up a GAC card that indicates what the special needs for that individual are, and then those guests are assisted accordingly throughout their stay.

Your brother is no exception... guests with autism can obtain a GAC card which would likely have a specific stamp on it that indicates to us Cast Members that he (and his party) should be directed through the fastpass line at the attractions.

 

[raven]

I understand you completely. I work in a Possitive Behavioral Support position with special needs adults (AI, Downs, VI, etc.) and know just how difficult it is to explain any "circumstances" to them. These are the most lovable people but they do throw tantrums, some rather frequently, and trying to takle a 350lbs man isn't my idea of a perfect WDW visit. Although I am trained to handle these situations and I do several times a day, I'd think that Disney would pull out all the stops to accomodate their needs. The letter you wrote is very straight and to the point and I hope that you will get a positive response from them. Please keep me informed.

 

[mousermerf]

No idea who you spoke to, but as far as I know nothing has changed (fastpass attractions included... I work at one) since your last visit. Guests with special needs can still go to guest relations, pick up a GAC card that indicates what the special needs for that individual are, and then those guests are assisted accordingly throughout their stay.

Your brother is no exception... guests with autism can obtain a GAC card which would likely have a specific stamp on it that indicates to us Cast Members that he (and his party) should be directed through the fastpass line at the attractions.

GAC's have never been equally applied to all attractions, simply because they can't be. Some attractions can't provide a covered/air-conditioned queue space for guests with that stamp for instance.

 

[tink rules]

I'm not trying to be harsh, but to understand...

But, in the real world, if Mitchell wants something, anything, he gets it immediately?

Does that mean you goto McDonalds and they give you someone else's burger right away? Do you just walk out of the supermarket with groceries if the checkout lines are long?

Taking things away from other people outright isn't fair, so trading the wait time and doing something else seems like a reasonable tradeoff. If Mitchell can't see the attraction, perhaps your family needs to make the accomodation to have the FP gotten by another party member and you all meet up in the middle of Future World?

Really, what if he wanted to just walk right onto Test Track and there was a delay in the loading area due to a guest with a wheelchair loading/unloading? Then what happens? I've stood there for 30mins while that happened. I had a FP when that happened.

I think you need to rethink things a little from a different perspective.

No Mousemerf...it doesn't mean that....

And clearly you have never been around anyone with severe mental needs...

Those people don't easily go out into the real world like we do and it's not because they don't want to. They can't. Their disabilities limit them just as much as anyone who requires any other extra help such as a wheel chair or other assistance.

Just for a day...put yourself in their place. Imagine just what you wouldn't be able to do that you DO enjoy because you are the lucky one who lives with out the limitations of a disease, injury or disability. Spend a day in their shoes and that 1/2 an hour you waited will seem like nothing.

 

[NJDVCMembers]

I'm not trying to be harsh, but to understand...

But, in the real world, if Mitchell wants something, anything, he gets it immediately?

Does that mean you goto McDonalds and they give you someone else's burger right away? Do you just walk out of the supermarket with groceries if the checkout lines are long?

Taking things away from other people outright isn't fair, so trading the wait time and doing something else seems like a reasonable tradeoff. If Mitchell can't see the attraction, perhaps your family needs to make the accomodation to have the FP gotten by another party member and you all meet up in the middle of Future World?

Really, what if he wanted to just walk right onto Test Track and there was a delay in the loading area due to a guest with a wheelchair loading/unloading? Then what happens? I've stood there for 30mins while that happened. I had a FP when that happened.

I think you need to rethink things a little from a different perspective.

We understand that your not trying to be harsh, but until you have someone in your life with Autism, there isn't a different perspective. WDW has always been a place where you could take a break from the planning of everyday life with an Autistic person and relax somewhat.

The good news is that the person who posted this is misinformed. The policy hasn't changed. At least at the parks level, if it is a company policy, it isn't being followed by frontline employees. Go have fun and enjoy.

 

[imagineersrock]

GAC's have never been equally applied to all attractions, simply because they can't be. Some attractions can't provide a covered/air-conditioned queue space for guests with that stamp for instance.

Again, from experience, I know that.

Using your example, for example... If they simply have the stamp on their GAC card that they need to be out of the sun/in an air-conditioned space they will be helped accordingly. If they're at an attraction with an entirely indoor queue, that stamp on their pass won't get them any faster to the front of the line than anyone else... But if they're at an attraction whose queue is almost entirely out in the sun, those guests will be brought to a shaded area. Each attraction has its own specific policies for each one of the possible stamps found on the GAC cards.

 

[mousermerf]

No Mousemerf...it doesn't mean that....

And clearly you have never been around anyone with severe mental needs...

Those people don't easily go out into the real world like we do and it's not because they don't want to. They can't. Their disabilities limit them just as much as anyone who requires any other extra help such as a wheel chair or other assistance.

Just for a day...put yourself in their place. Imagine just what you wouldn't be able to do that you DO enjoy because you are the lucky one who lives with out the limitations of a disease, injury or disability. Spend a day in their shoes and that 1/2 an hour you waited will seem like nothing.

I suggest you not make assumptions about people.

 

[The Mom]

BEHAVE!!!


Please.

 

[natalia1681]

I'm not trying to be harsh, but to understand...

But, in the real world, if Mitchell wants something, anything, he gets it immediately?

Does that mean you goto McDonalds and they give you someone else's burger right away? Do you just walk out of the supermarket with groceries if the checkout lines are long?

Taking things away from other people outright isn't fair, so trading the wait time and doing something else seems like a reasonable tradeoff. If Mitchell can't see the attraction, perhaps your family needs to make the accomodation to have the FP gotten by another party member and you all meet up in the middle of Future World?

Really, what if he wanted to just walk right onto Test Track and there was a delay in the loading area due to a guest with a wheelchair loading/unloading? Then what happens? I've stood there for 30mins while that happened. I had a FP when that happened.

I think you need to rethink things a little from a different perspective.

Hey Merf:wave:

I don't think that the OP is trying to demand extra special treatment in the real world. Outside of Disney, it is much easier to develop routines and there is much less stimulation at McDonald's or the grocery store which can then lead to these adult temper tantrums. Also, outside of Disney, I'm sure that Mitchell's family has these routines to prevent these temper tantrums and also has a plan to deal with these tantrums when they inevitably occur.
Inside Disney, there is so much added stimulation, even those of us without any special needs can be prone to tantrums:animwink:. If Disney can do something extra without hindering others more than a little, then we should all appreciate that. I know that you appreciate all those little things:wave:

Have a magical day!

 

[joshwill]

No Mousemerf...it doesn't mean that....

And clearly you have never been around anyone with severe mental needs...

Those people don't easily go out into the real world like we do and it's not because they don't want to. They can't. Their disabilities limit them just as much as anyone who requires any other extra help such as a wheel chair or other assistance.

Just for a day...put yourself in their place. Imagine just what you wouldn't be able to do that you DO enjoy because you are the lucky one who lives with out the limitations of a disease, injury or disability. Spend a day in their shoes and that 1/2 an hour you waited will seem like nothing.

my cousin has mental disabilities. if he acted up like that, my aunt and uncle would not just give in to him, that just reinforces to him that he can get away with anything if the throws a tantrum.

 

[stankly182]

I work with adults with developmental disabilities, ( my mother has been in the MR/DD field for almost 17 years),and I also have an uncle who has mild MR and I can tell you, for any individual who has behaviors, it is not good practice to allow them to "go around situations". I don't know how other people (or agencies) are, but we support equality for all individuals. We don't believe that someone with a DD should be treated any differently than someone who does not have a DD. We feel that if they wish to do something ( as in ride an attraction) they should understand that they have to wait in line the same as everyone else. Why should they be singled out, shouldn't they receive the same treatment as everyone else? I don't mean to sound insensitive, but I can tell you most of our individuals in our program wish to be treated as adults, not singled out due to their disability. I fully understand how working with someone with behaviors can at times be frustrating, but the only way to avoid those behaviors in the future is to allow the individual to learn that it is not acceptable behavior. I think sometimes, people tend to not want to deal with the situation, and look for an easy way out, and it only ends up hurting the person with the DD because they learn that they can continue the negative behaviors at no consequence. That's my two cents on the topic:lookaroun

 

[PotteryGal]

This concerns me. Our son is 4 1/2 and autistic.What I'm seeing here is a basic misunderstanding between 'temper tantrums' and 'meltdowns'. When a 'typical' child has a temper tantrum, it is because they want their way and want it NOW. When an autistic child melts down, it is because they are either over stumulated and can not filter out things that are bothering them, or their routine has changed and they cannot adapt easily to change. If, in the OP's case, Mitchell is used to doing things a certain way at WDW, and the rules change for him, meltdowns WILL occur. It isn't because he doesn't get his way - it's because it isn't the same.
We were planning to obtain a GAC so that, in the event our son cannot handle the large crowd, we would have an alternative entrance to an attraction. I truly hope the problem was with this particular CS representative, and not a policy change.
Autism doesn't go away - but it was nice to think that Disney would, for one week at least, make things a little easier for kids/adults and their caregivers. I think I'll be calling down there myself.

 

[raven]

All special needs people are different. Some need 1 on 1 attention, some are fine by themselves or friends, some even hold jobs and raise families. Obviously the gentleman who posted this thread knows how much his brother with autism can handle. I worked with a 12 year old deaf child last year with autism and severe mental retardation. He had about a 15 second attention span before he would hit you for no reason. We had to change off teachers with him (2 teachers every 45 minutes) because he was a very high behavioral child. We had a special room just for him because he couldn't be around other children due to his behavior. Normal people would ever wonder why we would take such a high-profile child out into the public. But he IS a person and has his own special needs.

This person knows his brothers needs and just wants to make the most of their visit without an episode. A simple solution could be resolved if Disney allowed them to use the GAC card the way they need.

 

[politicsguy]

I appreciate all of your comments, especially Michelle and Raven. To many of the others on the board: just because you know one of the Millions of Children who are on the Autism Spectrum doesn't mean you know the circumstances of every person with special needs. Also, I'd appreciate you not Judging my family, we don't give him everything he wants all we asked was that Disney do what its always done and make our stay so much easier.
Mousermerf:
MAY YOU NEVER KNOW FROM WHAT I KNOW FROM. But for the grace of G-d you could have a child or sibling with special needs and everylittle thing in your life would be so different you have absolutely no idea. From your prospective it's a matter of special treatment from mine and millions of families like mine it's a matter of allowing our families to even enjoy disney particularly our family members with special needs. My brother is one of those who needs a one-on-one to go anywhere or do anything. So don't tell me what is and is not possible with regard to my brother

 

[Dangeresque]

I'm not trying to be harsh, but to understand...
But, in the real world, if Mitchell wants something, anything, he gets it immediately?
Does that mean you goto McDonalds and they give you someone else's burger right away? Do you just walk out of the supermarket with groceries if the checkout lines are long?
Taking things away from other people outright isn't fair, so trading the wait time and doing something else seems like a reasonable tradeoff. If Mitchell can't see the attraction, perhaps your family needs to make the accomodation to have the FP gotten by another party member and you all meet up in the middle of Future World?
Really, what if he wanted to just walk right onto Test Track and there was a delay in the loading area due to a guest with a wheelchair loading/unloading? Then what happens? I've stood there for 30mins while that happened. I had a FP when that happened.
I think you need to rethink things a little from a different perspective.

I agree with you pal,
I would love to just walk on every attraction in the fast pass line also. I hate lines. It is the only thing I dislike about Disney. The excuse that someone is going to throw a tantrum if they don't go from ride to ride (along with their whole family) without waitng in line is lame.

/Don't mean to be harsh

 

[mousermerf]

...

 

[slappy magoo]

I agree with you pal,
I would love to just walk on every attraction in the fast pass line also. I hate lines. It is the only thing I dislike about Disney. The excuse that someone is going to throw a tantrum if they don't go from ride to ride (along with their whole family) without waitng in line is lame.

/Don't mean to be harsh

No offense to you or anyone, but the colorful term " strength" came about for a reason.


Don't necessarily think of special needs people as spoiled brats taking advantage of their "condition" to get what they want when they want it. Some people just can't flat-out handle the energy, the adrenaline surging through their body. Meds & social conditioning can only do so much. If they become excited over going on an attraction, only to be sent away for later, then the people traveling with them, can hopefully divert their attention to something else. Because that energy is going to be expended some other way, maybe in a positive way, maybe in a destructive way. And at that point, to try to employ logic to calm them down? Heh, you may as well shake up a bottle of Coke, open it and expec that you can talk it into not erupting.

I do wish slash hope that people who use the GAC card do not take advantage of them. If their special needs child or adult is having a "good day" and they can wait, I'd hope they would, out of courtesy to other guests. But if it's a "bad day," and I've seen how bad "bad" can be, then it behooves all of us to let this incredibly small percentage of guests have some preferential treatment. Save your hostility for pampered princesses and their "do you know who I am? DO YOU KNOW WHO I AM??!?!" parents bullying their way to the front of the line. The selfless sould who have to travel with special needs people get enough grief every other day of the year.