Florida has launched a state investigation into Walt Disney World's Disability Access Service (DAS) program after a mediation deadline passed without resolution. The probe follows a guest's discrimination complaint alleging the policy violates civil rights laws. The escalation marks a significant challenge to Disney's 2024-2025 accessibility changes.
A guest's complaint against Disney's revised DAS policies has advanced to a formal investigation by the Florida Commission on Human Relations (FCHR). The mediation process, aimed at a confidential settlement, ended when the early April 2026 deadline passed unresolved. FCHR investigators now hold authority to request internal documents, interview staff, and assess compliance with Florida's Civil Rights Act, which aligns with the federal Americans with Disabilities Act (ADA). The complainant alleges illegal discrimination stemming from stricter DAS eligibility focused mainly on developmental disabilities like autism, excluding many with physical or invisible conditions such as Crohn's disease, multiple sclerosis, or postural orthostatic tachycardia syndrome (POTS). Disney introduced these changes in 2024-2025 to address what officials called systemic abuse, as DAS usage had tripled over five years, prolonging standby lines for others. Company representatives maintain the policy safeguards the service for those most in need while offering alternatives like wheelchairs, the Return to Queue option, or Lightning Lane passes. Critics, including commentary from the Orlando Sentinel, argue these shifts narrow options and undermine family experiences by segregating guests or ignoring complex health needs. The investigation will examine eligibility processes by Disney's health professionals, potential disparate impacts, and whether alternatives constitute reasonable accommodations. A finding of reasonable cause could result in fines, policy reversals, or class-action lawsuits.
