GAC abuse

[SkipperGordon]

GAC abuse seems to happen a lot more when the parks are crowded. We had a 65 minute wait at Jaws yesterday and a woman came up to me at greeter and asked where her father should go in her wheelchair. I informed her that all of our lines are wheel chair accessible and that she could go through our main entrance. She looks at the wait time sign looks at me and then comes up with this gem. "He has diabetes. He can't wait that long."

Ok, I'm not a health professional so somebody feel free to correct me; but last time I checked there is nothing that prevents a person with diabetes from sitting in a chair, in a shaded and ventilated enclosure where food and drink are permitted for 65 minutes. Does not compute.

I told her that our lines were wheelchair accessible but if she had a family member who she felt needed special accommodation then she could go to guest services and ask if she qualifies for a GAP pass. Of course, by the time she got to Guest services the story was "Jaws lady said I could have free Express!" Yeah, my lead got a call about that one but I'm pretty well known for clear communication so they took my side.

[GRUMPY PIRATE]

hehehehhe

Sounds like she had the "SG ear filter" engaged, so that she could only hear what she wanted to hear!!!

[Natural Selection Fan]

She looks at the wait time sign looks at me and then comes up with this gem. "He has diabetes. He can't wait that long."

I get so tired of that!

SG at GR Office: "SkipperG belittled my medical condition and
refused to let me ride!"

And the compensation begins......


Two hours later in SMgr's office: "SkipperG, you got a guest concern for not
violating the SOP/OG/Training Guide by letting SG skip to the front of the line. Here's
your verbal warning. Do you like my $300 shoes and tweed jacket? They wouldn't let
us dress like this at K-Mart."

[CBeilby]

I would have loved to see her try to get away with that with me.

Sg: He can't stand that long. He has diabetes.

Me: So do I. Over the course of my eight hour shift, I get two fifteen minute breaks and one thirty minute lunch*. Otherwise, I'm standing the entire day.

Sg: .....

(* I don't know if UO crew members get the 20/45/20 breaks that we got at USH when I was still there.)

[GRUMPY PIRATE]

I would have loved to see her try to get away with that with me.

Sg: He can't stand that long. He has diabetes.

Me: So do I. Over the course of my eight hour shift, I get two fifteen minute breaks and one thirty minute lunch*. Otherwise, I'm standing the entire day.

Sg: .....

(* I don't know if UO crew members get the 20/45/20 breaks that we got at USH when I was still there.)

hehehehhe

Maybe they should have you respond to all those types of SG's!!

do you carry the little kit that is available?

[Meltissa]

I have one son with Autism and one with CP and it makes me sick to think of people cheating the system. I would trade their long wait time for my child being "normal" any day.

Autism has many different degrees. My ds can not wait long for anything while some other of classmates with mild autism can wait with no problem. It is hard to explain but basically his mind does not understand time. There is no 5 minutes from now it is all NOW! Trust me I'm a frazzled mom most of the time at home because if the bus is 5 minutes late he is in full meltdown mode crying for his school bus. Anyway, for WDW we do use the GAC but I do understand that we are not special or get to the front of the line. We do use the fastpass entrance but if it gets backed up and he can't wait we just leave the line. We are no better than anyone else, we just need assistance. I am so grateful for the GAC, it is truly a blessing.

As for my son with CP, he wears a leg brace but it is mild CP. He just does not have the stamina to walk around WDW or the long queues. He has his own wheelchair that we bring but is able to get out of it and stand when it's time to load. Sometimes he gets tired from being in it all day and wants to get out and walk a bit so I let him. We have gotten a few looks but so what, walk a mile in his shoe.

Laurie, don't get upset about the fat thing. It is just a word. I myself am Pooh sized, oh heck I'm FAT. It is just a word. Love yourself. :)

[xtinkerbell84x]

Guest Relations is not supposed to ask for any sort of documentation proving the disability. That is by law. Apparently, Universal Orlando Guest Services have yet to receive that memo because they usually do ask for documentation. I knew a girl with MD and every time she went to Universal, she had to have proof that she was "legally disabled". Meanwhile, I usually travel with a guest in my party who suffers from chronic panic attacks due to a form of agoraphobia (fear of crowds, she hyperventilates and passes out if confined to an enclosed space full of people for a prolonged period of time) and they tell her that she has to suck it up and deal with it or get proper documentation. There have also been issues as DAK Guest Relations with the aforementioned member in my party and refusal for issuing of a GAC card. She's even had one issued to her on her previous visit and when she went to DAK GR to get a new one (because that's what she was told at all 3 of the other parks, was that she could just bring in one from her prior visit and they'd reissue her a new one) the DAK GR CM asked her why she needed it and then refused to give her one. Management was of no help, because there was one standing next to the CM and agreed. Not only that, she was pretty much told that if she had this medical issue, then she shouldn't even be at the parks. We left and went to MK and explained what happened, and they reissued the GAC without any problem.

I can understand being wary of those just wanting to abuse the privilege. But unfortunately, the guests that suffer most of the time are the ones who actually require a GAC card, while the ones who don't require any sort of special assistance reap the benefits.

[SkipperGordon]

Guest Relations is not supposed to ask for any sort of documentation proving the disability. That is by law. Apparently, Universal Orlando Guest Services have yet to receive that memo because they usually do ask for documentation.

The reason Universal asks for documentation for GAP passes is because the guests are getting something for free that they would otherwise have to pay for. Since our queues were built after the ADA was passed we are able to accommodate wheelchairs in all of our lines giving guests with wheelchairs -equal access- to the rides. If for some reason our normal accommodation is inadequate for a particular guests (ie: guest with autism is unable to wait in a long line) then we provide them with a GAP pass - which basically amounts to a free express pass. Documentation is required because otherwise they would have to pay $20-$60 for this pass on any given day. We have other passes that are not express passes (Alternate Stair Entry, Family Room Access, Stroller as a Wheelchair, etc.) that do not require documentation and which we use to try to accommodate guests with a variety of disabilities be they permanent or temporary. Unfortunately, many team members choose to treat all of these passes as express passes rather than go to the effort of giving the correct service for each pass. I am not one of those team members. The point of the ADA and our pass system is to provide disabled persons with -equal- not preferential treatment. It's really not all that different than bus companies requiring ADA cards to qualify for free transit.

That being said, I am sorry your friend has had trouble with inconsistencies in guest relations. Unfortunately many disorders that make going to a theme park difficult are not legally covered by the ADA and parks are not required to provide accommodation. Disney is usually very good about providing assistance anyway; but you're basically at the mercy of whoever you encounter in Guest Relations on that particular day. I'd say save the GAP pass next time she gets one and then demand that the park be consistent in their accommodation.

[Anna]

Actually, Guest Services at Universal Studios Orlando does not ask for documentation. All Guest Service coordinators were taught during training that no documentation or proof of disabilities is necessary. We are even told not to look at medical records or notes from doctors (even if the guest offers it) as it could violate HIPAA.

Universal Studios guest services does not even ask what the disability is. They are trained to find out how the guest's special needs can be accommodated. So for example, they don't need to know if your child has cystic fibrosis. They just need to know that he doesn't have the stamina to wait in the heat or in long lines. He might need to use the elevator instead of the stairs at the attractions, or wait in an air-conditioned area, etc.

[xtinkerbell84x]

The reason Universal asks for documentation for GAP passes is because the guests are getting something for free that they would otherwise have to pay for. Since our queues were built after the ADA was passed we are able to accommodate wheelchairs in all of our lines giving guests with wheelchairs -equal access- to the rides. If for some reason our normal accommodation is inadequate for a particular guests (ie: guest with autism is unable to wait in a long line) then we provide them with a GAP pass - which basically amounts to a free express pass. Documentation is required because otherwise they would have to pay $20-$60 for this pass on any given day. We have other passes that are not express passes (Alternate Stair Entry, Family Room Access, Stroller as a Wheelchair, etc.) that do not require documentation and which we use to try to accommodate guests with a variety of disabilities be they permanent or temporary. Unfortunately, many team members choose to treat all of these passes as express passes rather than go to the effort of giving the correct service for each pass. I am not one of those team members. The point of the ADA and our pass system is to provide disabled persons with -equal- not preferential treatment. It's really not all that different than bus companies requiring ADA cards to qualify for free transit.

That being said, I am sorry your friend has had trouble with inconsistencies in guest relations. Unfortunately many disorders that make going to a theme park difficult are not legally covered by the ADA and parks are not required to provide accommodation. Disney is usually very good about providing assistance anyway; but you're basically at the mercy of whoever you encounter in Guest Relations on that particular day. I'd say save the GAP pass next time she gets one and then demand that the park be consistent in their accommodation.

That's fine and dandy about them wanting to ask for proof (which, regardless of whether or not Express is an issue is still illegal because they are not supposed to sit there and basically tell you that if your "supposed" disability requires you to have special accommodations, then you shouldn't be there in the first place...which is what UO Guest Services does) I'm well aware of the different kinds of passes available at Universal. But to deny her even a family room pass, ESPECIALLY in such a manner, is unacceptable. It's one thing to deny her in a polite manner, but to flat out tell her that she shouldn't be at the park in the first place if she has such a problem is WRONG. Unfortunately, when it happened to her, I knew the Guest Services manager on duty and realized that he would've been no help whatsoever, because he was the same lead who left me passed out on the ride platform one night during HHN to continue arguing with a party about putting their souvenir cups in a locker.

...and I'm well aware of the queues being ADA accessible...'cause, you know, I saw the same one every single day for an entire year, so thanks! :)

Actually, Guest Services at Universal Studios Orlando does not ask for documentation. All Guest Service coordinators were taught during training that no documentation or proof of disabilities is necessary. We are even told not to look at medical records or notes from doctors (even if the guest offers it) as it could violate HIPAA.

Universal Studios guest services does not even ask what the disability is. They are trained to find out how the guest's special needs can be accommodated. So for example, they don't need to know if your child has cystic fibrosis. They just need to know that he doesn't have the stamina to wait in the heat or in long lines. He might need to use the elevator instead of the stairs at the attractions, or wait in an air-conditioned area, etc.

I'd like to accept that, and apologize for making the mistake. HOWEVER, I can't do that, considering my party has consistently had issues with Universal Guest Relations requiring documentation. One even told my friend with MD that they were going to "put it in the system and link it with" her annual pass that documentation was presented and that she required it, and of course, nothing. You can sit there and tell me til you're blue in the face that I'm wrong, but I'm telling you exactly what she's encountered, having seen it myself, because when she first told me it happened, I didn't believe her either and told her that they don't ask for documentation. If there are team members who don't and do try to accommodate using their training, then great! However, unfortunately, she has yet to come across one who's willing to help her, rather than tell her that she should turn around and leave because she doesn't belong there. :)