Universal Orlando - NOT Wheelchair Friendly
Theme Parks - Complaint
ORLANDO, FLORIDA -- After 3 days at Disney World we were very disappointed by the way our 5 year old child with special needs in a wheelchair was treated today.
Upon arrival we immediately asked what WE needed to do to insure our child Ruby Jo was able to enjoy your park. The first thing we were told was 'We are ADA compliant but we don't do anything 'special' for wheelchairs." We asked if we needed any special pass, tags or access card for the wheelchair. We were told over and over that the park was 'ADA' and they don't do anything 'special' except if the wait is over 30 minutes then they may let us use an express lane. We were also told to just enter the park and we would basically have to figure it out.
Every attraction we attempted, we were told we needed some sort of special pass which we had previously asked for and never received. Each attendant seemed annoyed and frustrated saying that today was 'very busy and many features such as express lanes and check ins were not being utilized'. We kept trying over and over and every time the same story. It was very difficult to even distinguish who was an employee and who wasn't as there were no discernible uniforms. After a few hours of this nonsense I went to guest relations and asked to speak to a manager. I was told there were NO managers available. I calmly explained that I was not leaving until I spoke with someone. The guest relations team basically ignored me. I waited patiently until I saw a 'manager'. I flagged him down and explained that a child in a wheelchair was mistreated, he started to listen. After I told him the entire story he offered to refund the price of our tickets. I am writing to you because I want to do anything I can to make sure this NEVER EVER happens to another family with someone with special needs. I implore you as a company to seriously reevaluate your treatment of guest with special needs. Your staff should never tell a guest with special needs that they don't do anything 'special' for them.