Disney DAS Discrimination Complaint Moves to State Investigation as Mediation Deadline Passes

Disney DAS Discrimination Complaint Moves Forward to State Investigation

A new development in the ongoing conversation surrounding Disney’s Disability Access Service is putting the spotlight back on accessibility at Walt Disney World. A discrimination complaint filed with the Florida Commission on Human Relations has officially moved into the investigation phase after mediation failed to occur before the March deadline.

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The complaint comes from a Disney Vacation Club family who says recent changes to DAS have made navigating the parks not just difficult, but unsafe. The guest, who relies on a medically necessary power wheelchair, described Disney’s updated system and suggested alternatives like queue re-entry as “medically unworkable” and, in some cases, dangerous. They argue that what Disney presents as flexibility has instead created new risks, particularly in queue environments where mobility limitations can become critical.

According to the filing, submitted February 20, the case will now proceed after missing a March 18 mediation window. The complaint centers on the 2024 DAS policy changes, which narrowed eligibility primarily to guests with developmental disabilities such as autism, leaving many guests with physical disabilities without access to the service. Critics have pointed to inconsistent alternatives offered by cast members, including suggestions that have sparked controversy among guests and advocates.

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This issue has also surfaced at the corporate level. During The Walt Disney Company’s March 18 shareholder meeting, CEO Josh D’Amaro addressed questions about DAS, emphasizing Disney’s commitment to accessibility while noting the program is shaped in consultation with experts and medical professionals. While he did not commit to restructuring the service, he stated that Disney will continue to evaluate and refine accommodations based on guest feedback.

A shareholder proposal to conduct an independent review of Disney’s disability policies received just 5% support and did not pass. Still, with this complaint now under formal investigation, the conversation around DAS and accessibility in the parks is far from over.

This case could become a key moment in how disability access evolves at Disney parks moving forward, especially as more guests continue to weigh in on how recent changes impact their experiences.

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