Disneyland City Hall — Local services in Anaheim

DAS pass review Disneyland is usually filled with amazing customer service, and I have always admired that, but my first and last trip to city hall was very unpleasant. I have two hernias(femoral and inguinal) that get horrifically painful if I stand for too long. We first tried getting the wheelchair pass for our stroller so I wouldn’t have to hold my baby for long periods, but of course babies don’t stay in the stroller for hours at a time. After a day of trying the red tag pass my hernia pain was awful. So I found out about the DAS pass. My understanding was that this pass was for people who couldn’t stand for very long periods. So I went to city hall, and used the wheelchair ramp with my stroller to get up to someone. I was scolded for not checking in with someone at the front. I asked, “how am I supposed to get up the stairs with my stroller?” She said, “you just check in with someone.” The workers were at the top of the stairs. I saw the wheelchair access and just assumed that was the way I was supposed to go but apparently they expect you to either leave your children behind while you flag down a worker, or lift your stroller up the stairs. Then I began explaining my situation to this scolding cast member. She told me, “we don’t give this pass for hernias. Rent a scooter to get off of your feet.” I walked out without saying a word. I was shocked and embarrassed. I then flagged down a different cast member and explained what happened and she was also shocked. She led me into the office and another cast member helped me. (The first one I saw was nowhere to be found) This one was way more accommodating but also seemed skeptical of my medical condition. I said, “would you like me to get a doctors note?”

I was confused as to why I had to go into such specific detail about this. I felt like these cast members assumed I was taking advantage of this pass. I have three children, my husband was not with us, one child hates the stroller, I can’t hold him in a long line or I will be in pain, and also risk my hernias getting trapped. I don’t think many realize just how painful femoral hernias can be. I thought this pass was to help everyone enjoy the park no matter what. Disney has disappointed me. Be prepared to be questioned and harassed if you need the DAS pass. I also heard the first scolding cast member interrogate a mother for five minutes about her son’s sensory processing disorder in order for them to receive a DAS pass. I felt so bad for this poor mom just trying to give her son a...

The Baseline: For a theme park attraction, a quality experiences must be provided, the attraction must be fun and engaging, an immersive environment must be established, the queue line must be themed, and safety must be a top priority.

Attraction: This is really the main internal park guest services center of Disneyland. The business of Disneyland cast members to answer questions and address concerns. Here’s what you can find there: Guest Assistance & Information: Park maps and guides in multiple languages, attraction schedules, closures or updates, lostguest support and other park questions and help Reservations & Upgrades: Help with dining reservations, Booking for guided tours and hotel stays, and Park ticket upgrades and special event bookings Accessibility options: Disability services and ride translators, Foreign currency exchange, and Assistive listening devices and other accessibility tools Celebrations: Free buttons for birthdays, anniversaries, first visits, and other milestones and every so often cast members may surprise you with small treats or experiences

Service: Disney cast members at their best work city hall. The guests with the worst behavior and entitlement usually have to be dealt with by the cast members.

Queue: Sometimes there is actually a line. We only wait if we really want that...

Tiana actually saw me and heard me in the most validating way. I don’t have the desire or energy to be nasty just to get my way, but I really felt like something needed to happen because of the circumstances.

Tiana heard me out, and instead of just shutting me down to tell me “no”, she saw me as a human being and then proceeded to treat me like one.

I couldn’t have been happier with the interaction, her energy and the outcome. I understand that I left with a favorable outcome, so you might throw this review away if you “didn’t get what you want”.

My review is about the kind human being that was on the other side of the counter tonight, not the outcome of the interaction.

Tiana - thank you! Thank you for seeing me and being the Disney representative and person that you are. My son and I left emotional from the experience. I’m a big softy and you went above and beyond for a very tired dad that was just trying to do right by his family. How you showed up and your solution WAS the Disney magic of our vacation. My son and I couldn’t wait to share the story with my wife and daughter when we got back over to them. Your humanity and actions...