Disney World has made another update to its Disability Access Service (DAS). This service, which received a controversial overhaul in 2024, allows guests to wait the same amount of time for a ride outside of the queue and then enter the Lightning Lane line when their time is called.
DAS requires a screening process with a Cast Member, and Disney has quietly updated part of that policy.
In May 2024, Disney made some controversial updates to “keep DAS available for those who need it and to ensure that these services are provided to the right visitors.” However, many fans who previously used DAS were getting denied when applying for the service. The rules and requirements were vague, and left many wondering if they’d still qualify.
As part of those changes, Disney World requires guests to participate in a video call to determine DAS eligibility. Up until now, Disney hasn’t been very clear about this phone call, making the process somewhat confusing for those trying to navigate it. But now, Disney has added additional information and details about the Cast Member screening process, which you can see below.
The section now reads:
Speak with a Cast Member
When you’re ready to chat with a Cast Member to determine eligibility for DAS, you can engage in a live video chat using the “Request Live Video Chat” button below.
Make sure the device has a working camera and a microphone. You must review and accept the Terms & Conditions before requesting a live video chat.
Important things to note:
- Live video chat is available from 7:00 AM to 8:00 PM Eastern Time.
- The recording of this video chat is strictly prohibited.
- The Guest requesting DAS either for themself or for someone else (e.g. a minor child) must be 18 years of age or older to register
- The Guest for whom DAS is being requested must be present during the video chat.
- If you’re not logged in to the Walt Disney World website, you’ll be prompted to log in.
- If you don’t have an account, you’ll need to create one before continuing.
- If you don’t have valid theme park admission, you’ll need to link valid theme park admission for each member of your party.
- Guests using a mobile device or tablet will need to download the Zoom application to connect to the video chat.
- Video chat is screen reader-friendly for Guests with visual disabilities and available with text chat for Guests with hearing disabilities.
- At this time, live chat is offered in English only.
Having additional information like this makes things a bit clearer for those trying to apply for DAS eligibility. To register for DAS, you can speak with a Cast Member online as early as 60 days before your park visit. Keep in mind that the person the pass is for, even if they’re a child, needs to be present during the video call. You can no longer request the pass in person at Guest Relations, so you’ll want to make sure you plan earlier in advance.
Cast Members on the video calls might suggest alternative accommodations besides the traditional DAS pass with the return-to-line service. If you are eligible to use the DAS program, you can make ride selections in the My Disney Experience app. There, you can click on the attraction you want to ride and receive a wait time to return later.
We’ll be on the lookout for additional updates about Disney’s Disability Access Service and more. In the meantime, stay tuned to AllEars for the latest Disney news!
EVERYTHING YOU NEED TO KNOW ABOUT LIGHTNING LANE MULTI PASS
What do you think of these changes? Let us know in the comments below.
I understand that they do not wish to implement the IBCCES Accessibility Card as a requirement for their parks, but why can they not accept the card when it is presented? If someone has been cleared for the card Disney should honor it.
Seems like the same rules that were in place the last couple of times we applied.
Last year my boyfriend and I went to Epcot for our 5 year anniversary and every attraction we went to we could NOT ride together do to the fact we are both confined to wheelchairs
WORSE TRIP TO DISNEY I EVER HAD
AND SHAME ON YOU DISNEY FOR YOUR PITIFUL DISREGARD TO YOUR ADA GUESTS
It is ridiculous that guest must purchase ticket before being accepted for DAS pass and no refund will be given should guest not qualify. As a mom of two children who have used DAS for years for non visually obvious disabilities I know doing Disney without said accommodation would not be enjoyable for them – or the people in line near us, unfortunately. I feel the approval process should be completed before a non refundable ticket has been bought.
Some are denied? That’s funny. Most disabled people are being denied now, including autistic and returning make a wish kids. Disney got rid of the “free loaders” that take up monetarily valuable lightning lane spaces, and normal customers don’t have to wait as long. Win-win, right?
Now the cast member can determine if you need to speak to a medical professional. Which if that happens you have to state ur concerns for wanting DAS. The medical professionals are usually the ones to make the call.
So my child has to hear me tell someone how their disability makes things difficult for others around them? I find it odd that you have to have a reservation in order to have the conversation. If we are denied we can’t possibly go. So many changes to Disney in the past few years have taken them fun out of the “happiest place on earth”
I wish they would just adapt accepting the IBCCES card! I understand if they don’t want to require it, but they can certainly honor it!
How does the return to line work
I am enthusiastic about these changes; hopefully it will be a positive step forward to making disability services available to people that really need them. It seems organized and fair. However, the policy will only work well if the cast member who is doing the screening actually screens the guests and holds to a standard. Well done, Disney!
Similar to Universal. I like being able to take care of it beforehand. What I don’t like is requiring the disabled person to sit through the video call. Not everything needs to be said in front of children. Mental health is a huge part of these accommodations.
This isn’t even close to Universal. If you’re attempting to get a das for mental health, you will be denied. They only partially allow for autism, nothing else, and only if you “look” autistic. Good luck. Most people are denied.
Had DAS till 10 Oct. Just tried to register again but was denied now. Nothing has changed but Disney attitude.
Ditto. We’ve been passholders with DAS for 8 years. Now we’re denied. It was absolutely critical that we have it. So now we’re going to Universal.
It’s still ridiculous that my 2 year old son with Type 1 diabetes who has no idea how to tell us how he’s feeling and went low or high multiple times on our trip, sometimes while in lines and we had to give snacks and slots in line was rejected in favor of someone who gets uncomfortable in long lines.
Seems pretty simple
I think what needs clarifying by Disney is what qualifies for DAS, rather than the process to set up the screening. I get that they’re reluctant, since unscrupulous guests might just claim to have whatever qualifies, but guidance on that end would be helpful.