Strategy

Serving Diverse Guests

With the aim of ensuring that our Theme Parks can be enjoyed by all guests, Tokyo Disney Resort is striving to create an environment that provides full and equal access for everyone.
Diverse guests visit the Theme Parks, including speakers of different languages, people with permanent or temporary disabilities, the elderly, expectant mothers, and people with special dietary needs. The OLC Group makes every effort to offer these guests a comfortable and pleasant experience by providing the necessary facilities, support tools, and support services performed by cast members.
To strengthen support provided by cast members, we encourage them to qualify as service care aides.

Risks and Opportunities

[Risks]

  • Declined guest experience value due to insufficient diversity measures
      

[Opportunities]

  • Increased guest experience value by adapting changes in society and customer needs

 

To address changes in society and customer needs and conduct business activities in which diverse customer values are respected, implement structured measures to ensure that human rights are respected, review existing products and services, and build systems to give due consideration to diversity, among others.

Metrics and Targets

Metrics and Targets for Supporting Guest Diversity

KPI

KGI

2024 Medium-term Plan

FY2026

2030

・Implement a gap analysis on 11 key human rights issues in three fields—employees, supply chain, and customers—and identified areas in which initiatives for vulnerable rightsholders are insufficient

・Proportion of employees to whom the Guidelines on Diversity was handed out: 100%

・Implement a gap analysis on existing facilities/services and formulate and execute countermeasures

・Proportion of employees to whom the Guidelines on Diversity was handed out

・Proportion of employees for whom training on the Guidelines on Diversity was provided

・Build and implement a human rights due diligence process for designated key human rights issues

・Build systems for implementing business activities in which diversity is respected

FY2023 Progress on Guest Diversity Measures

  • Added an item on diversity to induction training programs for operations roles.
  • Implemented various awareness programs including an internal exposition on disabilities and internal D&I case study sessions.
  • Identified outdated expressions used within the Theme Parks from the perspective of diversity and planned responsive measures.
  • Collaborated with outside communities.
  • Expanded eligibility for service care aide certification to include Theme Park operation employees (who perform guest-facing roles). As a result, more than 300 employees were newly certified as service care aides.

Actions

Major Services Catering to Diverse Guests

Tokyo Disney Resort

Catering to the Needs of Non-Japanese Speaking Guests

To help guests gather information prior to their visit, we provide our website in multiple languages and respond to inquiries in English.

 

Free Wi-Fi is available in the entrance area of both Parks, and cast members are ready to communicate with overseas guests using a smartphone translation app or a mobile translation device.

For Guests Using a Wheelchair 

We ensure that wheelchair users can safely access attractions without feeling rushed or drawing unnecessary attention.

 

Facilities available to wheelchair users

[Tokyo Disneyland]

  • Mickey’s PhilharMagic
  • Country Bear Theater
  • The Enchanted Tiki Room:
    Stitch Presents "Aloha E Komo Mai!"
  • Western River Railroad
  • Mark Twain Riverboat
  • Tom Sawyer Island Rafts
  • Buzz Lightyear’s Astro Blasters

[Tokyo DisneySea]

  • The Magic Lamp Theater
  • Mermaid Lagoon Theater
  • DisneySea Transit Steamer Line
  • DisneySea Electric Railway
  • Toy Story Mania!
  • Jasmine’s Flying Carpets
  • Sindbad’s Storybook Voyage
  • Caravan Carousel
  • Rapunzel’s Lantern Festival

 

Facilities equipped with an exclusive boarding area, allowing wheelchair users to take the time they need to get on and off the ride safely.

[Tokyo Disneyland]

  • Pooh’s Hunny Hunt
  • Monsters, Inc. Ride & Go Seek!
  • Enchanted Tale of Beauty and the Beast

[Tokyo DisneySea]

  • Toy Story Mania!

 

Previously, there had been cases where guests with a physical disability were unable to ride attractions unless they were accompanied by someone, even if they met the boarding criteria. Today, some attractions can be enjoyed by guests with a physical disability as long as they meet the boarding criteria and support can be provided by a cast member.

[Tokyo Disneyland]

  • Pooh’s Hunny Hunt
  • Enchanted Tale of Beauty and the Beast
  • Omnibus
  • Dumbo The Flying Elephant
  • Castle Carrousel
  • The Happy Ride with Baymax
  • Buzz Lightyear’s Astro Blasters
  • Monsters, Inc. Ride & Go Seek!

[Tokyo DisneySea]

  • Toy Story Mania!
  • Soaring: Fantastic Flight
  • Nemo & Friends SeaRider
  • Jasmine’s Flying Carpets
  • Scuttle’s Scooters
  • Blowfish Balloon Race
  • The Whirlpool
  • Caravan Carousel

For Guests with Visual or Hearing Disabilities

For guests with a visual disability, we offer tactile maps that they can touch to find out the locations of facilities at Tokyo Disneyland and Tokyo DisneySea, and scale models that allow them to feel the shape of attractions and characters.
For guests with a hearing disability, cast members serve as sign-language interpreters, offering interpretation services at some attractions*1. 
Furthermore, the Disney Handy Guide, which began to be offered in April 2017 at Tokyo Disneyland and Tokyo DisneySea, provides guests with visual or hearing disabilities with park information in the form of audio and text/captions (currently in Japanese only).
When used in audio mode, the terminal provides users with automatically obtained information on their present location and a range of information on nearby park facilities, all via voice.
In addition, in December 2018, we started offering a second audio program (SAP) service at some attractions*2 to provide vocal explanations of the scenes encountered as the rides proceed. 
When used in caption mode, it displays captions for narrations, scripted dialogue, and songs, primarily at theater attractions and entertainment facilities.

*1 Stitch Encounter, Turtle Talk
*2 Haunted Mansion, “it's a small world”

For Guests with Special Restrictions due to Other Disabilities, Pregnancy, etc. 

We provide information on our facilities and services through the Tokyo Disney Resort official website and the Tokyo Disney Resort Information Booklet to efficiently help guests with a disability, expectant mothers, the elderly, those with a temporary decline in physical function, and others with special restrictions to enjoy our Parks.

For Guests with Special Dietary Needs

At Tokyo Disney Resort, we offer food choices for vegetarian guests, as well as those with allergies or other dietary needs.

Attractions that allow guests to board without leaving their wheelchairs

Scale models help guests with a visual disability to discern the shapes of attractions.

Barrier-free Facilities at Hotels

Tokyo Disney Resort

Initiative

Features

Accessible rooms

  • Handrails
  • Sliding door at restroom
  • Lower beds (not available at some hotels)

 

[Hotels equipped with accessible rooms]

  • Disney Ambassador Hotel (6 rooms)
  • Tokyo DisneySea Hotel MiraCosta (2 rooms)
  • Tokyo Disneyland Hotel (5 rooms)
  • Tokyo Disney Resort Toy Story Hotel (6 rooms)
  • Tokyo Disney Celebration Hotel (4 rooms)
  • Tokyo DisneySea Fantasy Springs Hotel, Fantasy Chateau (4 rooms)
  • Tokyo DisneySea Fantasy Springs Hotel, Grand Chateau (1 room)

Universal room

  • Handrails
  • Sliding door at restroom
  • Electric adjustable beds

 

[Hotel equipped with a universal room]
Disney Ambassador Hotel (1 room)

Chat service

A chat service is provided on terminals rented out for hotel guests with a hearing disability.

 

[Hotels offering chat service]

  • Disney Ambassador Hotel
  • Tokyo DisneySea Hotel MiraCosta
  • Tokyo Disneyland Hotel
  • Tokyo Disney Resort Toy Story Hotel
  • Tokyo DisneySea Fantasy Springs Hotel

Items available upon request

  • Bath boards
  • Shower benches
  • Anti-slip mats

 

 

Accessible room at Tokyo Disneyland Hotel
拡大
Accessible room at Tokyo Disneyland Hotel

 

Related information