DAS Pass 2024 Survey Indicates Changes Are Causing More Anxiety And Guests Are Cutting Visits

Disney’s Disability Access Service (DAS) is undergoing changes aimed at improving its effectiveness for guests with disabilities. But not everyone is happy about the updates. A recent study performed by Prof. Barbara Burgess-Lefebvre of Robert Morris University and her daughter Johnna Lefebvre indicates there have been negative results for some with disabilities. These findings were presented at the recent 2024 Themed Experiences and Attractions Academic Symposium at the International Association of Amusement Parks and Attractions (IAAPA.)

Disney’s Disability Access Service (DAS) has long been a lifeline for guests with disabilities, offering an alternative to traditional queue lines for attractions. Recent policy changes to the program, however, have sparked a mix of praise and concern from the disabled community. Disney says the updates are designed to curb misuse and ensure the program benefits those who truly need it, but some guests are finding the new guidelines challenging.

What is DAS?

The DAS program provides eligible guests the ability to schedule return times for attractions, reducing the need to wait in standard queues. It’s particularly beneficial for individuals whose disabilities prevent them from tolerating long waits in line, making the parks more accessible and inclusive.

New Policies in Place

Disney’s updated DAS guidelines focus on tightening eligibility criteria to address concerns about misuse. The new rules require clearer justification for why a guest’s disability prevents them from waiting in traditional lines. According to Disney, these updates aim to ensure the program’s resources are available to those with genuine needs. However, many who arguably need it are being excluded.

While these changes are meant to preserve the integrity of the DAS program, they’ve led to frustration for some guests, especially those with non-visible disabilities. Critics say the process can feel invasive and doesn’t always account for unique or complex conditions.

Survey Insights: How Are Guests Affected?

A recent survey of 300 individuals who use or have attempted to use DAS revealed mixed reactions:

Decreased attendance: Half of the respondents denied DAS accommodations said they would visit Disney less often, and 36% stated they would not return.
Increased anxiety: Nearly 90% of respondents reported “heightened anxiety” during the new application process.
Discriminatory exclusions: Guests with disabilities who previously qualified for DAS now find themselves denied assistance.
Dismissive interactions: Reports of dismissive or rude behavior from cast members exacerbate the alienation felt by guests

Disney’s Position

Disney has defended the updates, emphasizing that the changes are essential for maintaining the DAS program’s integrity. A spokesperson stated that the company remains committed to inclusivity and is continuously working to improve accessibility for all guests. Disney encourages anyone with questions about the DAS process to reach out to Guest Relations for support.

Community Concerns

The disabled community has raised important questions about how the new policies affect those with non-visible disabilities. Advocates are calling for more training for Cast Members to ensure they’re equipped to handle complex cases sensitively and fairly.

Some guests also suggested clearer communication about what documentation, if any, might be helpful during the eligibility process to reduce confusion and streamline approvals.

What’s Next?

As Disney continues to refine its DAS policies, the balance between preventing misuse and ensuring accessibility remains critical. The company’s willingness to engage with the disabled community will play a key role in shaping the future of the program. In the meantime, guests planning to use DAS are encouraged to review the latest guidelines and speak with Disney’s Guest Relations team for assistance.

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