Disney Cast Member Exposes Troubling Effects of New Disability Access Changes
More than one year has passed since Disney made sweeping changes to its Disability Access Service (DAS) program, and the impact of these modifications continues to ripple through the theme parks. The changes were announced after Disney observed an uptick in abuse of the previous system. While the goal was to refine the program, many guests, particularly those with medical conditions that don’t fit the narrower criteria, have found themselves excluded from accommodations that were once available to them.
But what’s been the real cost of these changes? A former Disney Cast Member is speaking out, sharing how the alterations have not only hurt the guests who need help, but also the Cast Members tasked with enforcing these new rules.
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TourGuideRyan, a former Cast Member who worked at the Disneyland Resort for over a decade, has become the voice of those who feel the brunt of these changes. In a viral TikTok video, Ryan opens up about the emotional toll these restrictions have taken on both him and his colleagues, as well as the guests.
Ryan began his journey with Disney back in 2013, passionate about helping those who required additional support at the parks. As a Cast Member, he felt proud to assist guests in making their experience as magical as possible, especially those who faced mobility or cognitive challenges. However, everything changed in 2024 when Disney announced the shift in policy.
The new guidelines dramatically narrowed the eligibility for DAS, leaving many families and individuals without the support they relied on.
@tourguideryan After nearly 12 unforgettable years with the Disneyland Resort, I found myself unexpectedly on the outside looking in. This video is my personal reflection the good, the bad, and the very real. Whether you’re a current Cast Member, a Disney fan, or just curious about what happens when the pixie dust fades, I hope you’ll give it a watch and I hope this can help someone out there who’s hurting. #Disneyland #DisneyCastMember #DAS #themepark #accessibilitymatters
♬ original sound – TourGuide Ryan
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While Disney cast members will frequently be on the receiving end of guest complaints, Ryan wanted everyone to know that they are just as affected by the restrictive changes.
“I want to also be clear the Cast Members I worked with in the department were amazing. They were compassionate, caring. And it breaks my heart that I can’t tell you how many times that I saw one of my fellow Accessibility Services Cast Members backstage on their break in tears. And come to find out it’s because they had a really difficult conversation with a guest. They wanted to be able to help them, they knew we should be doing more, but they were restricted by the guidelines in place.”
According to Ryan, the changes were necessary to address abuse of the previous system, but the pendulum had swung too far.
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Where the old DAS system allowed for a broader range of disabilities to qualify for assistance, the new rules limit access to those with more narrowly defined cognitive disabilities, such as autism. The shift has left many people with physical disabilities or mental health conditions without the ability to access the support they need to enjoy the parks.
While Ryan agrees that there was abuse of the system under the old rules, he believes the new policy goes too far. “In my opinion, the corrections went too far and sometimes people who genuinely needed support were left with very limited options,” he says in his video. For Cast Members like Ryan, this meant having to deny access to guests who had legitimate needs.
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One poignant example Ryan shares in the video involves a disabled veteran who sought assistance for his severe PTSD. The veteran explained to Ryan that he had difficulty with large crowds and confined spaces, both common challenges for those suffering from PTSD. However, under the new guidelines, he was unable to receive DAS assistance.
Ryan had to inform the veteran that his only option was to speak with a Cast Member at each attraction and use the queue re-entry system, a process he felt was insufficient.
The veteran, disappointed by the response, agreed to the solution but expressed his frustration with the policy. Ryan, reflecting on this moment, shares the veteran’s sentiment: “He said, ‘I expected better.’” It was a reminder that the parks, while known for being The Happiest Place on Earth, are falling short when it comes to ensuring accessibility for all guests, especially those with invisible disabilities.
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As Disney moved forward with the implementation of the new DAS rules, it introduced the queue re-entry system as a substitute for the former DAS system. The idea behind this system was to allow guests who had been denied DAS to still be accommodated, but Ryan notes several issues with how it has been rolled out. The system relies on word-of-mouth, with no digital or official record linking guests to their re-entry passes.
This has led to confusion and inconsistency among Cast Members, with many guests reporting that they were told certain attractions didn’t honor the re-entry system or that Cast Members were unaware of how it worked.
While the new system was designed to be a solution, its implementation has been anything but seamless. Ryan explains that many guests have come to him in frustration after finding that the re-entry system failed them when they needed it most. “Guests had come to me, telling me that the re-entry system didn’t work,” he recalls. Cast Members said they were either unfamiliar with that system or that certain attractions didn’t offer re-entry.
The video has spurred widespread discussions about the direction Disney is taking with its accessibility policies. Many Disney fans and guests who have disabilities have voiced their displeasure with the changes, urging the company to reconsider its new rules. One point of contention is that Disney’s new approach doesn’t align with the inclusive values the company has historically tried to uphold.
In the wake of the video, Disney has faced legal challenges, with lawsuits filed accusing the company of violating the Americans with Disabilities Act. While Disney has not yet responded to these allegations in any official capacity, the ongoing backlash continues to grow. Activists, advocates, and families have called on Disney to revisit its Disability Access Service policies and adopt a more inclusive approach, one that takes into account the diverse needs of all guests, not just those with cognitive disabilities.
What do you think about Disney’s changes to its Disability Access Service? Should Disney re-evaluate its policies to include more people in need of support? Share your thoughts in the comments below, and let’s continue the conversation on how we can make Disney parks more accessible for everyone.
I have an adult daughter with what is called an “invisible” disease. Her joints are very unstable and although she looks young & healthy, if she is jostled in a line or crowd, her joints are prone to dislocation. This creates EXTREME anxiety in crowded situations like standing in a line where you are constantly being encouraged to push closer. Her first trip to Disney was at age 5. Since then, we have made more than 25 trips and Disney’s concern and accommodation of those with disabilities was always spectacular. It is not any longer and my daughter, who is at risk of severe injury, no longer qualifies which makes us VERY reluctant to pay Disney’s inflated prices for her to NOT be included. There is no magic in that
While most cast members really want to help you some are trying to be gate keepers with the eye rolls and the bad attitudes. Sending service dogs thru pre shows sometimes with people sometimes stepping on them , the cast members dont care. Trying to find the good cast members that care about disabled people vs the gate keepers who are power tripping is hard.
the claims of ILL TREATMENT and DISRESPECT of loyal guests is so awful!!! Disney’s new protocol for DAS is very lacking!!!
I agree my husband and I are both disabled and Disney does not recognized us at all I have doctors notes they don’t care I can be in line break out in a total sweat due to confined spaces for a long time light headed etc still it’s a know from Disney we are both on a scooter Disney needs to look at the requirements better please Disney as a dvc member liking to go to Disney this has made it very hard to enjoy the parks
I used DAS for years and was denied this last time despite having a panic attack while on the call due to the hoops they were putting me through. They even made me speak to their “doctor”. I have ADHD, PTSD, and anxiety. Small loud spaces make me very anxious, and long waits crowded into a space can make me panic. They don’t care. They don’t care about IBS – have told people to wear a diaper!! My immunocompromised system went out the window with Lightning Lane – they told me lines were too long even in LL to help. This may be the last year I have my annual pass. I can’t afford to pay for it if I can’t use it when there are long wait times.
My wife has a severe kidney issue and I have cardiac issues which don’t allow either of us to stand in a line for very long. We had been using the old DAS system and all its predecessors since they were first implemented. Although we loved the initial near instant entry of the original implementation, we agreed the delayed entry matching the existing wait times was a fairer implementation. With the current restrictions for autism only (even many of those are denied), all of those of us with physical restrictions are left out.
It has been suggested by many that Disney should follow Universal’s approach with an independent, medically trained organization providing the necessary screening in conjunction with a doctor’s letter outlining the restriction (the actual condition does not need to be described, this preserving HIPPA). Also a return to a limit of parties of eight.