disabilities assistance Abuse

[Obi-J Kenobi]

We‘ve been using DAS since it came out and have never been just ‘let thru’ unless the Standby wait was 15 minutes or less. We’ve always been given a Return Time if the Standby wait was 15-20 minutes or more.

I used DAS in June for my DD. I can absolutely confirm we had the same experience as SueM in MN (and I'm from WI and MN and WI are known rivlaries, so this a real Kumbaya moment here). When IASW was a 15 minute wait late in the evening, the CM let us walk through. However, when IASW was a 30 minute wait earlier in the day, we were given a return time.

 

[Selket]

We wrote with specifics. In the past, we rarely would hear back after turning in a form pre-trip and learned about a decade ago we do mainly table service. He was top 9 plus buckwheat, cottonseed and sunflower, it has gradually decreased to egg, dairy, peanut, shellfish and sunflower.

Yes that is too challenging to be able to order QS through an app. A chef needs to get involved in those orders. This is way more complicated than having 1 or 2 allergies from the major allergens group. The days when I could contact the chefs directly before we arrived was maybe 2005 or so? Even though it has gotten better (allergies are more recognized) we still to this day have relied heavily on sit down meals because those are usually better experiences. It sounds like covid restrictions really messed up their QS ordering for those with complicated allergies to the point of being unusable!

 

[mistysue]

Yes that is too challenging to be able to order QS through an app. A chef needs to get involved in those orders. This is way more complicated than having 1 or 2 allergies from the major allergens group. The days when I could contact the chefs directly before we arrived was maybe 2005 or so? Even though it has gotten better (allergies are more recognized) we still to this day have relied heavily on sit down meals because those are usually better experiences. It sounds like covid restrictions really messed up their QS ordering for those with complicated allergies to the point of being unusable!

I'm hoping as they staff back up it eases the tension. Even though I was the one getting sub-par service, I felt bad for the cast members trying to help me. The entire thing was caused by a lack of people. I wanted to be able to say "it's ok, cut corners this once" but as you know it's not really an option. At least we got to have poor dining experiences then spend the rest of the day at Disney to make it better.

 

[SueM in MN]

Regarding Mobile Ordering
We we’re at WDW for 3 weeks in June 2021. WDW was encouraging Mobile Ordering, but we never experienced a time where we could not do walk up ordering. It was available, but there was/could be a longer wait depending on how busy it was.

We did not have anyone with us on this trip with allergies, so I can’t speak to that. I just wanted to add that walk up ordering was available at all the quick service places we went to.

 

[Lilsia]

We wrote with specifics.
In the past, we rarely would hear back after turning in a form pre-trip and learned about a decade ago we do mainly table service. He was top 9 plus buckwheat, cottonseed and sunflower, it has gradually decreased to egg, dairy, peanut, shellfish and sunflower.

This year table service chefs helped, but only when we were there in person, and quick service gave us a run around.
After we argued through them avoiding letting us enter to order, they wanted us to go off of those allergen menus - which don't list all of his allergens and are NOT safe when you have multiple allergens because sometimes the dairy safe one is not the same as the egg safe one, etc. At multiple locations we found incomplete ingredient lists or wrong items shown in the binder. With egg and dairy allergies they wanted us to order breakfast on the app. We refused at beach club marketplace and for a dairy/wheat allergy my breakfast came out with the normal scrambled eggs and a huge wheat bisquit on top. Needless to say I didn't eat as we were already 45 minutes into that experience by then. The evening before was a huge debacle about them insisting chili containing worchestershire sauce was safe and not wanting to check because it involved someone going to look at the bottle- sure enough their allergen menu was wrong. (took about a half hour to get them to look)

This really makes me sad to hear of your experience. I have worked in food for over 30 years and I took the initiative to learn, on my own time, about what is in the things we served. I wanted to be prepared to answer questions for those with allergies because no one else that worked there had any clue, including the owner and manager. I even went and made a list for everyone else listing the common allergies in our items. But I worked for the company for 15 years. But I can understand the difficulties in relying on front line employees directing someone with, what can be life threatening, allergies. They just don't get paid enough for that kind of responsibility and it is a lot of information. The turnover in these places is so high, even for management that it would make it almost impossible to train people to be knowledgeable in all aspects of food, what goes into things, etc. The binder is a good idea, but it needs to be up to date and accurate. That is where places fail. I have found that people, in general, lack even the most basic knowledge of food, where it comes from, what is in certain basic dishes, etc. Plus they add way too many unnecessary ingredients to prepared foods making it even harder. I have also found that it is easier to say what you can have, along with what you can not and they can prepare things accordingly. I hope you contacted WDW corporate with your concerns. They need to do better.

 

[Starwind]

This really makes me sad to hear of your experience. I have worked in food for over 30 years and I took the initiative to learn, on my own time, about what is in the things we served. I wanted to be prepared to answer questions for those with allergies because no one else that worked there had any clue, including the owner and manager. I even went and made a list for everyone else listing the common allergies in our items. But I worked for the company for 15 years. But I can understand the difficulties in relying on front line employees directing someone with, what can be life threatening, allergies. They just don't get paid enough for that kind of responsibility and it is a lot of information. The turnover in these places is so high, even for management that it would make it almost impossible to train people to be knowledgeable in all aspects of food, what goes into things, etc. The binder is a good idea, but it needs to be up to date and accurate. That is where places fail. I have found that people, in general, lack even the most basic knowledge of food, where it comes from, what is in certain basic dishes, etc. Plus they add way too many unnecessary ingredients to prepared foods making it even harder. I have also found that it is easier to say what you can have, along with what you can not and they can prepare things accordingly. I hope you contacted WDW corporate with your concerns. They need to do better.

Even more disturbing is that, historically, pre-pandemic, Disney SET the "gold standard" for dealing with food allergies. And was well known for this within the food allergy community. There was always a food allergy-trained chef and/or other cast member (supervisor or manager) available to speak with [granted, you may have to wait to speak with them, I think the longest I had to was 45 minutes at a QS location]. Disney has specific food allergy training. Their ingredient binders were for the most part up to date [but we also learned the importance of STILL speaking with the person preparing the food because sometimes they deviate... like adding butter to what should be dairy-free eggs per the ingredient binder, to make them more moist...!!]. And I have long ago lost count of the number of times I have been brought the actual packaging or a photo of it in order to confirm ingredients are safe.

It seems now they are inconsistent - some people still report good experiences, while others have quite poor ones, at least at some locations. I get staffings issues, etc. But this is a basic safety issue they need to be getting right, or else make clear across the board "sorry, we can't accommodate right now".

 

[mistysue]

Even more disturbing is that, historically, pre-pandemic, Disney SET the "gold standard" for dealing with food allergies. And was well known for this within the food allergy community. There was always a food allergy-trained chef and/or other cast member (supervisor or manager) available to speak with [granted, you may have to wait to speak with them, I think the longest I had to was 45 minutes at a QS location]. Disney has specific food allergy training. Their ingredient binders were for the most part up to date [but we also learned the importance of STILL speaking with the person preparing the food because sometimes they deviate... like adding butter to what should be dairy-free eggs per the ingredient binder, to make them more moist...!!]. And I have long ago lost count of the number of times I have been brought the actual packaging or a photo of it in order to confirm ingredients are safe.

It seems now they are inconsistent - some people still report good experiences, while others have quite poor ones, at least at some locations. I get staffings issues, etc. But this is a basic safety issue they need to be getting right, or else make clear across the board "sorry, we can't accommodate right now".

The super "fun" one from May was that specifically at the Polynesian, the QS opened 30 minutes before table service- but they wanted the chef from table service to do allergy orders... so we couldn't start waiting for a chef until 7:30, but parks opened at 8.

We could order, hoping they wouldn't accidentally do anything that wasn't ok on a "non-allergy order", but it could ONLY be done through the app so not even able to ask questions. If we didn't want to place an allergy order, they wouldn't let us order in person. But if it was an allergy order, have to wait for the chef. But then we have too many allergies to get breakfast in the park, so it was a choice between 1)be an hour or so late for park opening while we wait, or 2) eat table service and be an hour or so late for park opening.

For reference- we became DVC owners specifically because of how great Captain Cook's was with allergy breakfast before COVID times. Riviera is now our place that was amazing, but I'm hoping that Poly stay was a fluke.

 

[HappyDisneyWife]

First, let me say that I 100% agree with you. There are a lot of selfish, seemingly unethical people out there- and yes, they should be ashamed. They make -well, everything!- harder for everyone else… and they also give people with “invisible needs” a very, very bad name. One of my daughters has a need that’s extremely visible (as in- bandaged head to toe kind of visible), but 2 other of my children have physical disabilities that are hard, if not impossible, to spot. I also have an medical need that isn’t visible. I have a wheelchair now (which I only use outside of my house for trips- including trips to the grocery store), but I can still stand/walk which does make it look like I could be an imposter… I assure you I am not (& I know you’re not accusing us here)

You need look no further that the “handicap” parking lot. It’s quite common to see families park in a handicap spot, hop out and jog up to the gate. Obviously using someone else’s placard.

Just a quick note here- if you ever see an older teenage boy running from the handicapped parking spot, that would be my son… and he just dropped me (or my daughter) off. The poor guy has gotten many looks from other people- especially the time I thought I could walk the queue into Small World (I seriously don‘t know what I was thinking!!)… anyway, I could hardly walk up the ramp to get out, and so I asked him to run and grab my wheelchair where we’d left it (by the entrance), and bring it to me at the exit. He asked if he could drive it instead of pushing it- and at that point I didn’t care. He was helping me and I wanted it fast!! He absolutely looked like he was joy-riding (except that he was driving very carefully)… & it made me giggle. But that experience has definitely made me think twice before just assuming someone is doing something wrong when they are obviously very able-bodied.

 

[SueM in MN]

I used DAS in June for my DD. I can absolutely confirm we had the same experience as SueM in MN (and I'm from WI and MN and WI are known rivlaries, so this a real Kumbaya moment here). When IASW was a 15 minute wait late in the evening, the CM let us walk through. However, when IASW was a 30 minute wait earlier in the day, we were given a return time.

Madison is my home town and I am a proud University of Wisconsin - Madison alumni. Badgers all the way!

 

[ttintagel]

I'm hoping as they staff back up it eases the tension.

Maybe I’m just a pessimist, but I’ll believe they’re actually going to staff back up when I see it with my own eyes, and not a moment before. Their staffing levels were inadequate for their attendance levels before the pandemic; now that they’ve slashed their payroll I don’t see them voluntarily increasing it anytime soon.

 

[Groot]

If you saw this cutie in a wheelchair, would you think it was a rented wheelchair to ‘cheat’?
What if she was sitting on a bench, with the wheelchair parked next to her?
View attachment 597674

This is my youngest DD a long time ago in EPCOT by Norway. When she was this age, posed this way in her wheelchair, I actually heard someone say to her companion (loud enough for me to hear) that ”it’s a shame they let people rent wheelchairs just to get ahead in line.” Based on her comments, it was because my daughter was crossing her leg and swinging the top leg.
She and I were sitting on a bench in Germany when I heard 2 guys behind me make the same comments. Apparently, they believed if someone can get out of their wheelchair, they must not be disabled (she didn’t even get out by herself, I lifted her and arranged her leg for her since she can’t cross it herself).

View attachment 597676

What about this picture? Does she look disabled? Or pretending to be disabled?
This picture was taken a few years ago when she was just driving around near an overlook at Kali River Rapids while we waited for her dad and friend to come thru on their raft.
Another person waiting in the area commented to their companion “if people are going to rent a wheelchair to skip lines they shouldn’t try so hard to look disabled.” Apparently, my daughter was doing too good of a job of being disabled.

And, there was a time when one of the people assigned to the same table as my family spent most of the meal complaining about how people using wheelchairs were ruining the parks by getting front of line access. That was one uncomfortable meal.
There are quite a few people who think they can tell by looking whether someone is ‘really disabled‘ or not. If they fail so miserably with someone in a wheelchair, how do they think they can do it for other disabilities without physical signs?

I’ve seen this myself, who’s been disabled MY WHOLE LIFE. I’ve heard comments made to my mom about “Oh, your kid was walking 5 minutes ago, why is she sitting in a wheelchair now?” Or “Why is she holding her arm like that?” and my personal favorite “Don’t let the kid mock people with a limp.” When NONE OF THOSE THINGS I have any CONTROL OVER.

1. I use a wheelchair for distance/endurance issues. ANYTHING over a 1/4 mile or standing for a long period is a strict no go for me as my one leg would just give out and would make me a FALL RISK.

2. My arm is restricted from moving like normal and the position it’s in is the most comfortable for it.

3. Well, it’s a miracle that I can EVEN WALK, even if it AIN’T FAR, so however I can do it, is the way that I’ll do it.

 

[mamabunny]

I used DAS in June for my DD. I can absolutely confirm we had the same experience as SueM in MN (and I'm from WI and MN and WI are known rivlaries, so this a real Kumbaya moment here). When IASW was a 15 minute wait late in the evening, the CM let us walk through. However, when IASW was a 30 minute wait earlier in the day, we were given a return time.

❤ Walt Disney World... bringing folks together for 50 happy years!

 

[Obi-J Kenobi]

Madison is my home town and I am a proud University of Wisconsin - Madison alumni. Badgers all the way!

My apologies. You are a transplant. Namaste, my fellow Badger loving Sister!

 

[Obi-J Kenobi]

❤ Walt Disney World... bringing folks together for 50 happy years!

It truly is a miracle. Sue of MN and I should, together, sell movie rights to a movie company. Wonder if Disney knows of a movie company that would be interested?

 

[mistysue]

1. I use a wheelchair for distance/endurance issues. ANYTHING over a 1/4 mile or standing for a long period is a strict no go for me as my one leg would just give out and would make me a FALL RISK.

My son has this same sort of issue with a longer range, and honestly the most stressful part about it is people getting mad that he's faking when he's pushed to his limits. In every day life, it doesn't come up because we aren't that active, but you get about 3 miles into a day and his legs just can't work. (and we have older kids, so it's not just little kid exhaustion, when he was a baby we were told he would never walk because of how severe his hypotonia was)

Maybe I’m just a pessimist, but I’ll believe they’re actually going to staff back up when I see it with my own eyes, and not a moment before. Their staffing levels were inadequate for their attendance levels before the pandemic; now that they’ve slashed their payroll I don’t see them voluntarily increasing it anytime soon.

I'm afraid of it not really happening too, but I have to hold onto the hope. COVID stole every local option we had because everyone changed menus to be less allergy friendly and I am a dining out type person.

 

[pasta]

I was there the end of July, and getting a return time for DAS was longer than I have ever seen it before. Period! That being said, it could be the lack of FP and early entrance for resort guests, but I can’t definitively say it was abuse. When I originally received my DAS, I was told to utilize other park strategies. They clearly stated I should use all other options to avoid waiting in line. In the past, getting there early, and utilizing FP, I used DAS about 2 times a day, and there was never a wait to get a return time. Now that previous strategies are eliminated for the time being, more people are getting DAS return times at once. Maybe it’s because there are less strategies to reduce wait times on our own??Maybe it’s abuse?? Idk This last trip inJuly, I rope dropped, and I still used DAS about two times a day. Not having the FP reduced attractions. To me, DAS worked because it’s not meant to get you on more attractions than other people, but to wait like everyone else but in an alternative setting. Disney was a hot mess, and did nothing to alleviate waiting in lines for guests. Lack of FP, no shows to eat up crowds, or early entrance for resort guests increased lines immensely by 1000. They possibly died down the last hour. When people have other options again to reduce wait times on attractions, I think, if there is abuse happening, it will decline.

Also, please do not discuss how you received your DAS pass in detail. Unfortunately, there are dishonest people that read these posts specifically looking for “wording “ to receive a DAS pass.

 

[Mamabun]

I was there the end of July, and getting a return time for DAS was longer than I have ever seen it before.

We just returned too, and while getting return times did take an extra long time, from what I saw (your experience certainly could have been different), it wasn’t because there was an extra lot of people using DAS. It was because of 1) reduced staff, often a single person at the FP entrance letting in DAS returns, giving out times, etc. 2) answering questions, so many people wanting to know how to use FP and simply not believing it wasn’t in use and 3) setting up or renewing DAS - this takes a while and I was really surprised to see, for example, a family getting DAS for the first rime ever at Splash Mountain - my personal opinion you should have to do that at guest services because it really slows down everything else at the ride entrance.

I really don’t know if there were significantly more DAS users, or abuse happening - I tend to give everyone the benefit of doubt toward invisible disability - but the wonderful DAS CM’s were definitely overworked, and I was sorry to see that.

 

[magicalfoursome]

I have been to WDW many times and I did use DAS for the first time on our last trip in November 2019. I was diagnosed with a chronic illness earlier that year and DAS made the trip safer for me. I did not at all mind waiting my turn, it was just that I was safer not waiting in line. To look at me you would never know there is anything wrong. Many of us have invisible illnesses. It makes me sad though that people would abuse the DAS system. Those people have no idea what it’s like to live with a chronic illness and/or disability.

 

[DisneyOma]

We just returned too, and while getting return times did take an extra long time, from what I saw (your experience certainly could have been different), it wasn’t because there was an extra lot of people using DAS. It was because of 1) reduced staff, often a single person at the FP entrance letting in DAS returns, giving out times, etc. 2) answering questions, so many people wanting to know how to use FP and simply not believing it wasn’t in use and 3) setting up or renewing DAS - this takes a while and I was really surprised to see, for example, a family getting DAS for the first rime ever at Splash Mountain - my personal opinion you should have to do that at guest services because it really slows down everything else at the ride entrance.

I really don’t know if there were significantly more DAS users, or abuse happening - I tend to give everyone the benefit of doubt toward invisible disability - but the wonderful DAS CM’s were definitely overworked, and I was sorry to see that.

They have the ability to set up DAS at an attraction? That's not what I've seen or read.

 

[pasta]

We just returned too, and while getting return times did take an extra long time, from what I saw (your experience certainly could have been different), it wasn’t because there was an extra lot of people using DAS. It was because of 1) reduced staff, often a single person at the FP entrance letting in DAS returns, giving out times, etc. 2) answering questions, so many people wanting to know how to use FP and simply not believing it wasn’t in use and 3) setting up or renewing DAS - this takes a while and I was really surprised to see, for example, a family getting DAS for the first rime ever at Splash Mountain - my personal opinion you should have to do that at guest services because it really slows down everything else at the ride entrance.

I really don’t know if there were significantly more DAS users, or abuse happening - I tend to give everyone the benefit of doubt toward invisible disability - but the wonderful DAS CM’s were definitely overworked, and I was sorry to see that.

Good observations, but I don’t believe you can set up an initial DAS pass at an attraction.
I also do not like to judge people, but whatever the reasons, there were more people getting returns than usual.