SeaWorld’s Latest Ban Rule Faces Backlash From Visitors Who Say It Violates Their Rights
United Parks & Resorts Inc. (UPR), the parent company of SeaWorld, implemented a new policy this month prohibiting the use of “rollator walkers” equipped with built-in seats at three of its parks: SeaWorld Orlando, Busch Gardens Tampa Bay, and Aquatica Orlando.
The decision triggered a wave of complaints from parkgoers who argued that the ban unfairly restricted access for individuals with mobility challenges.
A rollator is a wheeled walker for people with mobility issues, typically featuring four wheels, handgrips, brakes, and a built-in seat.
Based on these complaints, the Justice Department is opening an investigation to determine if the company has violated the Americans with Disabilities Act (ADA).
This scrutiny comes at a time when another major theme park is facing growing criticism over its policies. While Disney has recently drawn attention for rolling out “dynamic pricing,“ SeaWorld faces a potentially much graver civil rights violation.
SeaWorld’s Latest Ban Rule Faces Backlash From Visitors Who Say It Violates Their Rights
Earlier this month, Fox35 reported that United Parks & Resorts Inc. (UPR) had quietly banned rollators and other wheeled walkers with seats.
A spokesperson for SeaWorld Orlando later confirmed the policy change with Fox35 —
“These devices can pose a safety concern if not used in accordance with manufacturer requirements, which strictly prohibit using them as a wheelchair.”
They also said, “Rollator and wheeled walkers without seats are permitted, and other mobility options such as wheelchairs and Electric Convenience Vehicles (ECVs) are available for guests.”
TheTravel has confirmed that all three parks have updated accessibility statements on their websites to reflect the change: SeaWorld Orlando, Busch Gardens Tampa Bay, and Aquatica Orlando.
Visitor Experience Regarding SeaWorld’s New Policy
According to Nancy Schwartz, a Kissimmee, Florida, resident and regular visitor to SeaWorld Orlando, the park appeared to change its policy overnight without any notice.
She said she entered the park on November 6, using her rollator walker with a seat, but when she returned the next day, security stopped her at the entrance. “It’s very disappointing. I’m very disappointed in SeaWorld,” Ms Schwartz said.
While Ms Schwartz is aware of the additional accessibility options, she says she’s worked hard to regain her mobility.
“The walkers that don’t have seats also don’t have wheels; they have the tennis balls in front, or they’re the kind that you have to pick up and carry,” she said. “I’d really like to see them include everybody in their disability policy.”
Mirroring this, the Justice Department, in its letter, also refers to complainants alleging that “they cannot access the parks without their rollators and that the only alternative the parks offer would require them to use mobility aids that are inappropriate for their individual disabilities and to incur additional charges.”
SeaWorld’s policy change has also triggered a wave of social media discussions about whether the theme park is violating the civil rights of people with disabilities.
SeaWorld Facing Online Backlash
With social media abuzz about the subject, someone started a Reddit discussion, and the reaction was overwhelmingly negative toward the policy. “Wouldn’t this be a violation of the ADA?” a user asked.
At the same time, another commented, “Outrageous. And of course they charge a ton of money to rent mobility aids,” referring to the alternate options provided at the parks instead of the rollator with a seat.
However, one reaction seemed to play devil’s advocate —
“They can actually do whatever they want because it’s private property. If you get injured, because you’re using your walker wrong, then they will be responsible because your on their property. I will bet that’s exactly what happened too so they made the new rule.”
Although the comment above expressed an opposing point of view, most comments were critical of the policy change. PEOPLE reached out to SeaWorld to understand their reasons behind the change.
SeaWorld’s Response To Questions About the New Policy
In a statement shared with PEOPLE, a spokesperson for SeaWorld Orlando said the company is “committed to providing a safe, accessible, and inclusive experience for all guests.”
They further added: “Guests who arrive with a non-permitted device are offered approved alternatives at no cost to them, including rollators without seats and wheelchairs, to ensure they can fully enjoy our parks.”
Despite SeaWorld’s explanation and its offer of alternative options, the Justice Department remains unconvinced and has opened a civil rights investigation into the company.
Justice Department Opens Investigation Into SeaWorld And The Other Two Parks
According to the November 25 press release, the Justice Department and the U.S. Attorney’s Office for the Middle District of Florida are officially investigating whether the theme park company has violated Title III of the ADA by discriminating against guests with disabilities.
“Every year, millions of people from around the world travel to Florida to visit our theme parks,” said U.S. Attorney Gregory W. Kehoe for the Middle District of Florida in the press release. “No one should ever be denied equal access to public accommodations based on disability.”
While the parks’ websites note that guests can rent wheelchairs and ECVs for specific amounts, the Justice Department says that directing guests with disabilities to rent alternative mobility devices could itself violate the law.
According to Gregory W. Kehoe, the office is committed to protecting the rights of people with disabilities under the ADA and urged anyone who believes the company discriminated against them to file a complaint with the Civil Rights Division online.
In summary, while SeaWorld offers a Ride Accessibility Program (RAP) that provides special access passes for guests with disabilities, its new ban on rollator walkers has sparked sharp criticism.
Beyond a critique, the Justice Department’s Civil Rights Division has also launched an investigation to determine whether United Parks & Resorts Inc., the theme park company, violates the Americans with Disabilities Act (ADA).
Currently, it’s not clear when the Justice Department will reach its conclusion, and whether it will rule in favor or find a civil rights violation against the theme park’s parent company.
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