The Daou family says they were removed from Universal Orlando’s Epic Universe on Dec. 27 after an employee accused their 7-year-old daughter with autism of shoplifting. The family had prearranged ADA accommodations and says the mother gave the keychain's barcode to her husband to pay while she stepped outside with the child. Park officials allegedly questioned the family, issued a one-year no-trespass notice and later sent a $200 civil demand letter. The family denies wrongdoing, has filed legal claims alleging misconduct, and says any recovery will be donated to an autism charity.
Family Says 7-Year-Old With Autism Was Removed From Universal’s Epic Universe After Shoplifting Accusation — Parents Call It A Misunderstanding
Nikki Daou
A Florida family says they were escorted out of Universal Orlando’s new Epic Universe on Dec. 27 after a park employee accused their 7-year-old daughter, who has autism, of shoplifting. The family had arranged ADA accommodations in advance and say Universal issued an accommodations card and a stroller noting the child's sensory needs.
What the Family Says Happened
According to Nikki Daou, a paralegal, the family visited Super Nintendo World and went into the 1 Up Factory gift shop where their daughter found a Mario keychain priced at $16. Daou says the shop became crowded, so she removed the barcode sticker from the keychain and handed it to her husband to pay while she and their daughter stepped outside with the item in hand.
Within minutes, an unidentified park employee approached Daou and her daughter and accused them of stealing. Daou says she explained that her husband remained inside with the barcode and intended to purchase the keychain.
Universal ParksSuper Nintendo World at Epic Universe
Alleged Detainment And No-Trespass Notice
The family’s attorney, Eric “Rick” Block of Morgan & Morgan, tells PEOPLE that park officials led the family to another building, questioned them and then issued a one-year no-trespass warning, directing them to leave the park immediately. The family says the incident left them "shaken up" and fearful because they were staying at an on-site Universal hotel.
"It was a traumatizing, horrible and embarrassing situation, one that we will remember for the rest of our lives," Daou told PEOPLE.
Aftermath And Legal Responses
The day after the incident the family checked out of the hotel and returned home to Jacksonville, Fla. Days later they received a demand letter from Universal’s attorneys seeking $200 as a civil claim for "intentionally" depriving the park of merchandise without paying for it — a copy of which the family provided to PEOPLE.
The Daous firmly deny any intent to steal. Their attorney says he responded to Universal with a demand alleging negligence, abuse of process, libel and false imprisonment. The family says they do not seek financial gain and will donate any recovery to an autism-focused charity. They say their primary goal is accountability and better adherence to the park’s disability and ADA procedures.
Courtesy Universal Orlando ResortEntrance to Epic Universe
A Universal Orlando representative did not immediately respond to PEOPLE’s request for comment.
Broader Questions
The family's account raises broader questions about how theme parks accommodate guests with sensory or behavioral needs in crowded retail spaces and whether staff training and procedures align with written policies for guests with disabilities. The family says they met with Epic Universe’s accommodations team in advance and received documentation noting the child's sensitivities to lines, confined spaces, crowds and sensory stimuli.
What remains unclear: which employee made the accusation, whether park staff followed their published ADA procedures, and how Universal will respond to the family's allegations and legal claims.
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