Universal now requiring documentation be sent to a third party for accessibility

[JLTraveling]

GAP and Gold are the same thing. Standard return times if the wait is 30 minutes or more, and when you return you are escorted to the front rather than going through Express.

No they're not. GAP (Guest Assistance Pass) is basically an Express pass, with no return times. Just walk up and get in the Express line. Gold is an AAP (Attractions Assistance Pass) with a return time plus an escort.

Trust me. My dad has had GAP for over a decade, and a close friend still works in UO Guest Services and has confirmed that GAP has not changed.

 

[AnneK]

Why would there be a pass that allows immediate Express but no escort? I don't see the point of it. If your condition is so severe that you can't deal with return times how do you deal with the wait in the Express line?

 

[JLTraveling]

Why would there be a pass that allows immediate Express but no escort? I don't see the point of it. If your condition is so severe that you can't deal with return times how do you deal with the wait in the Express line?

I believe this falls into the "none of your business" category. But given that I've been quite open about my dad's issues (with his permission) earlier in the thread, I suppose there's no harm in my repeating myself.

Dad has, among other conditions, a severe spinal issue. He can't sit in a wheelchair or other mobility device. He can't stand for long periods of time. He can't push a wheelchair. He can walk with a cane, and has been ordered by his doctors to do so as much as possible--this is after YEARS of painful medical procedures and ongoing physical therapy. He can't always deal with the wait in the Express line. Sometimes he has to leave the park altogether after just a couple of hours. But the ability to utilize GAP gives him the best opportunity to experience as much of the park as possible in as normal a way as possible. The Express line generally keeps moving, which is the best possible scenario for him. If he had to get a return time, not only would he have to walk to the attraction twice, but he'd also have to hope that his body held out long enough to still be in the park and able to do the attraction at his return time.

As I've said before, he submitted REAMS of medical documentation to Universal in order to get this particular accommodation. Not only statements from his doctors (including specialists), but also MRIs and post-procedure reports and physical therapy reports. It was all eventually approved by Universal's disability manager. And it's been reapproved under the new system based on his existing GC code plus further questioning from an accessibility team member.

Guess what? There's an even higher level of accommodation that involves no return times plus an escort directly into the attraction. Just walk up (or in the case of the ONE person I know who has it), roll up, to the attraction whenever you want, and get escorted all the way to the entry door. I have no idea what it's called, and I have no clue what kind of documentation she had to submit for it. But I'm betting it's even MORE than what my dad submitted.

You haven't heard of these accommodations because they're RARE. Nobody's getting them based on an initial interview. They come after extensive attempts on the part of the disabled person and the company to make slowly escalating levels of accommodations work, followed by tons of documentation and a detailed medical review.

 

[AnneK]

What you are describing is different from what you described before (No wait + Express) vs (No wait + Escort). Maybe be more clear in the future. Generally the highest tier is only reserved for Make A Wish families.

 

[JLTraveling]

What you are describing is different from what you described before (No wait + Express) vs (No wait + Escort). Maybe be more clear in the future. Generally the highest tier is only reserved for Make A Wish families.

No. I just described two DIFFERENT levels of accommodations. What my father has is GAP. No wait + Express. I know a handful of other people with the same thing. The even higher level that ONE person I know (NOT my father and not Make A Wish, just a regular annual passholder) has is No wait + Escort. I could care less if you believe me or not, but that's the reality.

 

[AnneK]

I never even questioned about your Dad, don't know why you took it so personally. Gold seems to be the better option anyways as I would prefer the escort, the Express queue for some of the attractions is absolutely horrid.

 

[JLTraveling]

I never even questioned about your Dad, don't know why you took it so personally. Gold seems to be the better option anyways as I would prefer the escort, the Express queue for some of the attractions is absolutely horrid.

You were quite snarky about it. First you gave misinformation (that GAP and Gold are the same thing). Then when I corrected the misinformation you basically said that GAP shouldn't exist. Then you accused me of conflating GAP with the next higher level of accommodation. It's pretty frustrating when you've been dealing with this as long as I have for other people to swear up and down that what you KNOW exists does not exist.

I'm glad Gold works for you. Return times are absolutely horrid for my father, he'd far rather be in the Express line. And that's why there are many different accommodations to meet many different needs.

 

[lanejudy]

Let's get back to discussing Universal's new process -- submitting documentation to IBCCES and then a phone call with Universal to discuss specific needs at the theme park. It would be good to get more direct experiences reported.

We really don't need this thread to be taken over by hashing out various levels of accommodation and which are necessary for whom.

 

[notatallmagic]

Since we are leaving for Florida in 3 days and hadn't heard, I tried messaging on Facebook and heard from someone right away! That lady was wonderful, and told me she'd make sure someone called us.

After 2 days, hadn't heard, and messaged again. They called; we missed the call; they called again after we reached out on FB yet again. The lady that called was unpleasant. My daughter told her she had 3 reference numbers from past AAP, and she said she "didn't need those" - and asked the question about why my kid couldn't stand in line. My kid has her answer written out (she's a KID and this is super stressful for her); and after explaining the triggers that normal lines can cause; as well as the outcomes (seizures, loss of consciousness, and even death); the employee said, "None of that is what I'm asking - why CAN'T you stand in line?"

Sigh. Because loss of consciousness. Siezure. Death. She even explained our story about what happened when DAS didn't function as explained at Disney.

The employee seemed irritated, but did grant the AAP. When my kid attempted to ask what our next step was (going to Guest Services at the park), there was another sigh and "You need to go to Guest Services. I already TOLD you that." Which she hadn't.

At this point, I'm glad we have the pass as my son would like to go to Uni at Christmas for a planned trip then. It's a hard pass for us for our next three trips, as this was such a sucky experience, and we'd already needed to pivot to Disney to take advantage of resort, dining, and park reservations. So we're basically wasting six months of Annual Passes and I have a terrible taste in my mouth after this experience. No excuse for this level of rudeness.

I really hope others have a better experience. As I've said before, I feel we were sold a product (Annual Pass) with a process that went with it. I didn't need this kind of stress and time investment; and I don't like to beg and grovel. Instead of the 6-10 trips to Uni we were planning (and the $$ they could have made as we always stay and eat onsite) we'll shift somewhere else and not renew those passes.

I hope everyone has a much better experience!

 

[grapefruitjellybean]

I hate everything about this.
I often decline accommodations because the process is so invasive.
Also, how do you apply as a non US resident.

 

[greeneyedchick]

Since we are leaving for Florida in 3 days and hadn't heard, I tried messaging on Facebook and heard from someone right away! That lady was wonderful, and told me she'd make sure someone called us.

After 2 days, hadn't heard, and messaged again. They called; we missed the call; they called again after we reached out on FB yet again. The lady that called was unpleasant. My daughter told her she had 3 reference numbers from past AAP, and she said she "didn't need those" - and asked the question about why my kid couldn't stand in line. My kid has her answer written out (she's a KID and this is super stressful for her); and after explaining the triggers that normal lines can cause; as well as the outcomes (seizures, loss of consciousness, and even death); the employee said, "None of that is what I'm asking - why CAN'T you stand in line?"

Sigh. Because loss of consciousness. Siezure. Death. She even explained our story about what happened when DAS didn't function as explained at Disney.

The employee seemed irritated, but did grant the AAP. When my kid attempted to ask what our next step was (going to Guest Services at the park), there was another sigh and "You need to go to Guest Services. I already TOLD you that." Which she hadn't.

At this point, I'm glad we have the pass as my son would like to go to Uni at Christmas for a planned trip then. It's a hard pass for us for our next three trips, as this was such a sucky experience, and we'd already needed to pivot to Disney to take advantage of resort, dining, and park reservations. So we're basically wasting six months of Annual Passes and I have a terrible taste in my mouth after this experience. No excuse for this level of rudeness.

I really hope others have a better experience. As I've said before, I feel we were sold a product (Annual Pass) with a process that went with it. I didn't need this kind of stress and time investment; and I don't like to beg and grovel. Instead of the 6-10 trips to Uni we were planning (and the $$ they could have made as we always stay and eat onsite) we'll shift somewhere else and not renew those passes.

I hope everyone has a much better experience!

I'm so sorry to hear about your negative experience. They really should have kind and understanding people working a process like this. Given that me and my kids suffer from anxiety (on top of other things) and that I always feel extremely guilty and afraid that someone will think that I'm lying about our health issues when asking for an accomodation, I'm dreading the phone call even more. My son freezes up each time he has to talk to guest services. It's hard for him on a normal day.

We still have not gotten the phone call. May I ask what town they called from? I don't usually answer my phone if I don't know who it is. I don't want to miss the call. Anyway, I wish you a wonderful time at Disney and eventually Universal!

 

[kathyk2]

Since we are leaving for Florida in 3 days and hadn't heard, I tried messaging on Facebook and heard from someone right away! That lady was wonderful, and told me she'd make sure someone called us.

After 2 days, hadn't heard, and messaged again. They called; we missed the call; they called again after we reached out on FB yet again. The lady that called was unpleasant. My daughter told her she had 3 reference numbers from past AAP, and she said she "didn't need those" - and asked the question about why my kid couldn't stand in line. My kid has her answer written out (she's a KID and this is super stressful for her); and after explaining the triggers that normal lines can cause; as well as the outcomes (seizures, loss of consciousness, and even death); the employee said, "None of that is what I'm asking - why CAN'T you stand in line?"

Sigh. Because loss of consciousness. Siezure. Death. She even explained our story about what happened when DAS didn't function as explained at Disney.

The employee seemed irritated, but did grant the AAP. When my kid attempted to ask what our next step was (going to Guest Services at the park), there was another sigh and "You need to go to Guest Services. I already TOLD you that." Which she hadn't.

At this point, I'm glad we have the pass as my son would like to go to Uni at Christmas for a planned trip then. It's a hard pass for us for our next three trips, as this was such a sucky experience, and we'd already needed to pivot to Disney to take advantage of resort, dining, and park reservations. So we're basically wasting six months of Annual Passes and I have a terrible taste in my mouth after this experience. No excuse for this level of rudeness.

I really hope others have a better experience. As I've said before, I feel we were sold a product (Annual Pass) with a process that went with it. I didn't need this kind of stress and time investment; and I don't like to beg and grovel. Instead of the 6-10 trips to Uni we were planning (and the $$ they could have made as we always stay and eat onsite) we'll shift somewhere else and not renew those passes.

I hope everyone has a much better experience!

I'm sorry this happened to you. I would reach out to Universal and let them know that they've lost a customer. Nobody should have to deal with rude customer service.

 

[keishashadow]

My son freezes up each time he has to talk to guest services. It's hard for him on a normal day.

I’ve a problem with an adult interviewing a minor in this way as to specifics, even with tacit parental Approval.

If there are anxiety or other issues that cause the child stress, IMO parent should be able to answers questions (as legal guardian) & child attests to the response

Maybe I’m missing something?

Noatallmagic - As for changes to park policy re accessibility procedure, it’s likely been run past legal department. However, I’d be sure to contact GS both by phone & in writing & express your dissatisfaction if you feel so strongly

Perhaps they would be willing to offer you a partial refund on APs as it appears ? You have elected to visit WDW instead due to the initial uncertainty you experienced

Regardless, enjoy your trip

 

[lanejudy]

I’ve a problem with an adult interviewing a minor in this way as to specifics, even with tacit parental Approval.

If there are anxiety or other issues that cause the child stress, IMO parent should be able to answers questions (as legal guardian) & child attests to the response

Maybe I’m missing something?

To my knowledge, parents/guardians are allowed to handle the call for any child under age 18 or adults with legal guardianship in place.

Some posters refer to their "kids" who may be young adult age.

 

[keishashadow]

Some posters refer to their "kids" who may be young adult age.

I’m guilty as charged for my own who have grandchildren!

Very Good to hear minors do have that option

 

[notatallmagic]

I'm so sorry to hear about your negative experience. They really should have kind and understanding people working a process like this. Given that me and my kids suffer from anxiety (on top of other things) and that I always feel extremely guilty and afraid that someone will think that I'm lying about our health issues when asking for an accomodation, I'm dreading the phone call even more. My son freezes up each time he has to talk to guest services. It's hard for him on a normal day.

We still have not gotten the phone call. May I ask what town they called from? I don't usually answer my phone if I don't know who it is. I don't want to miss the call. Anyway, I wish you a wonderful time at Disney and eventually Universal!

Thank you for your kind words. We have several in our family with diagnosed anxiety, as well as neuro divergent issues in addition to the medical issue. For some, these changes/last minute changes are easy - but they are very difficult for us. We actually had discontinued our Disney annual passes and had researched AP with Uni extensively to avoid issues like this.

This whole process was simply ill executed and the level of incompetence is so unnecessary. The roll out should have considered Annual Passholders and those with upcoming trips. It should have been communicated directly, and cast members should have been trained and compassionate. Disney HAS course corrected and I have seen vast improvement in their process, so we'll return there.

I truly hope others have a better experience and that ours was a fluke. Even so, we will vote with our feet and wallets.

It's very sad because we'd really enjoyed our 3 Uni trips and my daughter is a HUGE Harry Potter fan. Oh well....

 

[notatallmagic]

I'm sorry this happened to you. I would reach out to Universal and let them know that they've lost a customer. Nobody should have to deal with rude customer service.

I had reaches out twice prior to this; and received the same level of "just deal with it and waitbypur turn" attitude. I may give it one more try. I'm just tired of this whole thing. Vacation planning should be fun, not horrid.

 

[keishashadow]

I had reaches out twice prior to this; and received the same level of "just deal with it and waitbypur turn" attitude. I may give it one more try. I'm just tired of this whole thing. Vacation planning should be fun, not horrid.

Starting to think we got very lucky (after receiving the email & calling in vs responding to their email)…via directly reaching somebody who offered to process it on the spot.

Hadn’t really expected it, since denied that opportunity the first call a week prior. Just was getting nervous as first trip starting soon under the program.

Curious:

Have others tried calling in also, after they got the email to set up date & times to receive callbacks?

If so, what was the response?

 

[notatallmagic]

I’ve a problem with an adult interviewing a minor in this way as to specifics, even with tacit parental Approval.

If there are anxiety or other issues that cause the child stress, IMO parent should be able to answers questions (as legal guardian) & child attests to the response

Maybe I’m missing something?

Noatallmagic - As for changes to park policy re accessibility procedure, it’s likely been run past legal department. However, I’d be sure to contact GS both by phone & in writing & express your dissatisfaction if you feel so strongly

Perhaps they would be willing to offer you a partial refund on APs as it appears ? You have elected to visit WDW instead due to the initial uncertainty you experienced

Regardless, enjoy your trip

 

[EveDallas]

It's interesting that they told you the GAP (Gold) was only an escort to the merge point of standby and express. I was told it was an escort to the loading area. Can anyone who has used GAP recently in the park confirm which it is?

I was also told it was an escort to the loading area. We leave tomorrow so I'll report back with our experience.