Government Investigation Launched: SeaWorld Finally Responds After Latest Controversy

SeaWorld Orlando has issued its first public response to mounting criticism over a controversial accessibility policy that bans certain mobility devices across its parks.

The statement arrives as the company – which has long been controversial for its use of killer whales for entertainment – faces growing backlash from disabled guests and advocacy groups who say the change was abrupt, poorly explained, and potentially unlawful.

At the center of the dispute is SeaWorld’s decision to prohibit rollator walkers with built-in seats, a device commonly used by guests who need both walking support and the ability to sit and rest.

Only after complaints escalated did the federal government confirm it had opened a formal investigation into whether the policy may violate the Americans with Disabilities Act.

The U.S. Department of Justice, through its Civil Rights Division, confirmed it launched the review after receiving several complaints from guests affected by the policy.

On Tuesday, November 25, the DOJ sent a formal letter to United Parks & Resorts Inc., SeaWorld’s parent company, stating it had not yet concluded whether any ADA violations occurred and requested immediate cooperation as the review proceeds.

SeaWorld’s newly released statement does not directly mention the DOJ investigation. Instead, it focuses on justifying why the company says the policy was implemented in the first place.

SeaWorld Defends Rollator Ban After Guest Backlash

“We are committed to providing a safe, accessible, and inclusive experience for all guests,” SeaWorld Orlando said.

The company said it banned seated rollators after what it described as repeated misuse and safety-related incidents inside the parks.

According to SeaWorld Orlando – home to attractions including Manta, Journey to Atlantis, Kraken, and Pipeline: The Surf Coaster – guests were using rollators with seats as makeshift wheelchairs.

“After a comprehensive review, we updated our policy regarding rollators with seats due to misuse and safety-related incidents in the parks. Because guest safety is our top priority, the updated policy also addresses situations in which these devices were being used as wheelchairs, which is not permitted by manufacturers.”

SeaWorld did not disclose how many incidents were reported or whether any guests were seriously injured.

The statement also outlined how the company is handling guests who arrive at the parks with newly prohibited devices.

“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,” SeaWorld’s statement said.

Guests are still permitted to bring personal wheelchairs, mobility scooters, and walkers without seats.

SeaWorld also rents mobility devices at its parks. According to the company’s website, wheelchairs and strollers start at $40, while electric scooters begin at $110.

Critics argue the policy places an undue burden on guests who specifically rely on seated rollators for medical stability and endurance.

Medical professionals have also raised concerns about applying a universal restriction to a medically diverse population.

“It gives them the flexibility to sit and rest, which you cannot do with a standard walker,” Dr. Dale Birenbaum said (via Fox 35 Orlando). “Mobility is not ‘one size fits all’, and those who require rollators shouldn’t be left out.”

Federal Review and Broader Legal Issues Facing SeaWorld

The DOJ’s review will examine whether SeaWorld’s policy unlawfully restricts manually powered mobility aids or forces guests to pay for acceptable alternatives.

The agency has not issued a timeline for when its investigation will conclude.

SeaWorld’s accessibility dispute unfolds as the company continues to face legal pressure on multiple fronts nationwide.

In San Diego, the city sued SeaWorld in 2023 over more than $12 million in alleged unpaid rent, fees, and interest tied to its long-term Mission Bay lease.

The two sides later announced a proposed settlement in December 2024 valued at approximately $8.8 million.

SeaWorld San Diego is also facing a lawsuit from environmental groups over its nightly fireworks displays.

San Diego Coastkeeper and the Coastal Environmental Rights Foundation allege the shows violate the federal Clean Water Act by depositing debris and metal-laced residue into Mission Bay.

The groups further claim SeaWorld failed to properly collect and remove pollution generated by the fireworks.

In Orlando, SeaWorld is also defending against a personal injury lawsuit tied to an alleged wildlife incident on one of its most popular roller coasters.

Plaintiff Hillary Martin claims a duck flew into her face while she was riding Mako in March.

The lawsuit alleges loss of consciousness, permanent injuries, and more than $50,000 in damages.

United Parks & Resorts is also named in a proposed class action over ticket pricing practices.

Virginia tourist Matthew Beeman alleges the company advertises low base prices for parks, including Busch Gardens Williamsburg and Water Country USA, then adds nearly $40 in mandatory fees at checkout.

He describes the practice as unlawful “bait-and-switch” pricing.

As the DOJ investigation continues in the background, SeaWorld’s rollator policy remains in effect.

The company has not publicly indicated whether it plans to modify the rule while the federal review is underway.

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