Orlando, Wednesday, 26 November 2025.
Last Tuesday the U.S. Department of Justice opened a civil‑rights investigation into United Parks & Resorts to determine whether a policy banning seated rollator walkers at SeaWorld Orlando, Busch Gardens Tampa Bay and Aquatica violates Title III of the Americans with Disabilities Act. For retail and guest‑experience leaders, the most striking detail is that a mobility‑device exclusion has escalated into a federal review with potential injunctive relief, damages and binding policy changes. The probe signals intensified scrutiny of mobility‑device rules, surcharge practices for alternative aids, and the adequacy of individualized assessments and staff training. Operators should expect requests for meetings with DOJ counsel, documentation demands, and pressure to adopt safety mitigations that preserve access — for example speed limits or route adjustments — rather than blanket bans. The outcome could set enforceable precedents affecting admissions, vendor contracts, insurance exposure and frontline accommodation procedures across U.S. attractions and compliance monitoring mechanisms.