A shopping trip to the local Disney Store proved a heartbreaking experience for a Newmarket family on Tuesday after they were refused entry due to the company’s strict masking policy that requires guests aged two and over to wear a face covering.
For the first time since COVID hit the community mid-March, Haley Scott ventured to the Disney Store with her two young daughters.
The 10-month-old daughter would have been allowed into the store, but two-year-old Addison, who lives with nonverbal autism, was not permitted inside.
“I tried to educate them and explain that my daughter is only two years old and has autism, she can’t wear a mask, she’s disabled, she can’t,” said Scott of her conversation with a store employee and manager. “But they just would not listen. They said Disney Store policy is that nobody over two can come in without a mask. I was fully forthcoming in explaining to them that this is how this works, my daughter can’t wear a mask.”
Addison is Disney’s No. 1 fan, said Scott, and the princesses are her favourite thing, specifically the teenaged adventurer Moana.
“The Disney Store is her be-all and end-all,” she added.
Scott took Addison to the store as a reward for her ‘green light’ behaviour, which is part of a therapy program for children with autism that reinforces good behaviour.
“So we were going to stock up on some more princess stuff to continue our program of rewarding green light behaviour, but we couldn’t,” she said.
“It broke my heart for her, she doesn’t understand, she’s nonverbal so I couldn’t explain that we weren’t getting a reward because we couldn’t go in, she only sees the rewards once we buy them and then she understands,” Scott said.
Since July 17, 2020, face coverings are mandatory in enclosed public spaces throughout York Region, as well as on public transit.
It is up to the region’s businesses and organizations to put a policy in place that prohibits people from entering the premises if they are not wearing a face covering.
However, under York Region public health’s masking directive, children aged under five, as well as individuals whose health is compromised by wearing a mask or who are unable to put on and take off a face covering without assistance, and anyone who requires accommodation under the Human Rights Code, are exempt.
As well, those who are exempt do not have to provide proof. Their declaration must be accepted at face value.
Upper Canada Mall marketing manager Christine Seidman said the mall works with local public health authorities to ensure that customers are complying with municipal mask requirements, which she noted exempts children under five from wearing masks in the centre.
"But mask requirements and capacity limits are specific to every store and their corporate health and safety protocols," Seidman said.
While private businesses must respect human rights laws, they otherwise have the freedom, in many cases, to choose with whom they do business, Canadian Civil Liberties Association lawyer Cara Faith Zwibel said in a recent statement.
The frustrated mom also voiced her concern to Upper Canada Mall’s customer service desk.
“I don’t want other parents with special needs children to be sorely disappointed if they try to go to the Disney Store,” she said. “I really hope it saves parents some heartbreak.”
The Disney Store’s policies during the COVID-19 pandemic are listed prominently on its website.
In addition to physical distancing, enhanced cleaning, limiting the number of people in the store, contactless payment, and the cancellation of in-store events, face coverings are required for all guests aged two and older.
The Disney policy says that all face coverings must be made with at least two layers of breathable material, fully cover the nose and mouth and secure under the chin, fit snugly but comfortably against the side of the face, and be secured with ties or ear loops to allow the guest to remain hands-free.
Face coverings such as neck gaiters (neck warmer) and open-chin triangle bandanas, and face coverings containing valves, mesh material or holes of any kind are not acceptable under its policy.
“We are always focused on the health and safety of our cast members and guests," a Disney spokesperson said in an emailed statement to NewmarketToday. "At all of our Disney stores, we have implemented a number of enhanced measures, including a face covering requirement. During these unprecedented times we all have a shared responsibility to do our part. We regret the family was disappointed.”
