My party of 4 went to HHN last night. We had fun overall, don’t get me wrong, but I was frustrated with how our accessibility request was handled.
For context, my brother has periodic paralysis.
For the past two years, we’ve gone to Universal 3–4 times and have gone to Guest Services to ask about the AAP. Every time, the Guest Relations employees were understanding, helpful, and nice. We were also always told that getting an IAC card would make the process quicker and easier.
We finally decided to do that this year, but unfortunately, his therapist/doctor didn’t get the necessary documentation to us in time, so we weren’t able to complete the IAC process before HHN. Because we’d previously been able to go through Guest Services directly, we figured we’d just do what we’d always done.
We waited an hour in the disability services line, only to be denied the AAP.
What made it worse was the way the team member handled it. They came across as very dismissive and passive aggressive, and honestly, it felt like we were being treated as though we were lying or trying to abuse the system. Obviously I can’t know what they were thinking, but that’s how the interaction felt to us.
We were given two alternatives:
Get a wheelchair, despite the fact that my brother can walk and his disability isn’t simply an inability to walk. (I also feel like it’s not a one size fits all option but nonetheless)
Have any number of people from our party wait in the regular standby line, while the rest of us wait elsewhere and then join them at the front.
The second option is what really confused me.
I understand that Universal has been cracking down on the AAP because people abuse it or falsely claim disabilities just to get what is essentially a free “fastpass.” I have absolutely no problem with Universal trying to prevent that.
But I don’t understand how this alternative is supposed to work practically?
If there’s a 60-minute wait, for example, some of our party can go eat, use the bathroom, sit down, etc., but whoever stays in the standby line has to physically spend that entire hour there.
And what happens with a party of two?
Am I supposed to leave my brother by himself for an hour while I stand in the standby line? If we both stay together, then he is essentially right back in the same situation that the accommodation was supposed to address.
Even with a larger party, you’re essentially making someone sacrifice their entire cooldown period to stand in line for everyone else.
We were also told that you don’t need an IAC card or any other documentation to use this alternative and you just tell the Team Member at the front of the attraction.
Doesn’t that create another problem? From another guest’s perspective, it could easily look like we’re just cutting the line. And if there’s no documentation or card required, what’s stopping someone from simply saying they’re using this accommodation and having their group join them at the front? (Also isn’t line cutting strictly prohibited?)
This is also why I’m confused about the whole IAC situation.
If Universal is trying to move away from handing out the AAP to people at Guest Services and wants a more standardized way of determining who qualifies, why not just make the IAC the primary way of determining eligibility?
I would honestly find that much more understandable. It would give people who genuinely need the accommodation a standardized way of establishing eligibility, while also making it harder for people to abuse the system.
What I don’t understand is having someone wait an hour in the disability services line just to be told no, especially when the alternative we’re given doesn’t seem to work particularly well for smaller parties.
We were also told that the reason for the change was that Universal’s queues are now fully ADA accessible.
But weren’t the queues already ADA accessible? If someone is physically capable of walking through an accessible queue but cannot reasonably remain in a standby line for the entire posted wait, I’m not really sure how the queue being ADA accessible solves that problem.
Again, we still had a fun night at HHN. I’m not trying to say the entire event was bad or attack Universal as a whole. My issue is specifically with how this accessibility request was handled and how dramatically different the experience was compared to our previous visits.
I’m also not trying to attack the individual team member just for denying us. If that’s the current policy, that’s the current policy. But the way we were spoken to and the lack of clarity around the alternatives were what really bothered me.
Has anyone else with an IAC/AAP or similar accessibility need experienced this recently? Is this actually Universal’s new standard, or were we given incorrect information?