Category: Travel and Tourism

Guests with disability: tourism employee attitudes

The right to enjoy leisure and travel is an important aspect of participating in everyday life. Most research on inclusive tourism is focused on user experiences, but little is known about tourism employee attitudes to guests with disability. So what do employees need to know and be able to do? A study from Norway explores the issues from the perspectives of employees and guests with disability.

Employee attitudes that were perceived by guests with disability as discriminatory are paradoxically caused by the fear of doing something wrong. Consequently, they often do nothing.

An older man in a suit sits in a wheelchair and is admiring flowers in the garden. An older woman leans forward from behind the wheelchair to look at what the man is holding.

The researchers held a collaborative stakeholder workshop to devise the questions for the two surveys – one for guests, and one for employees. The questions were designed to gain maximum information, and ensured correct language was used. The also checked they were universally designed, understandable, and precise.

Guests with disability said…

There were unhelpful or disrespectful employees, they felt neglected and that fellow travellers were sometimes more helpful. Some responses, such as rolling eyes and saying sick people should stay home, were also recorded. Travel processes, such as check in and ticketing are frustrating despite the best planning. Discrimination is particularly difficult for people with invisible disabilities.

Digital information is a problem when you need to use several digital tools at the same time. It takes digital competence to negotiate the apps. Special solutions are expected because there are few integrated universal solutions.

Tourism employees said…

The way they know they are dealing with a guest with disability is because it is visible or were told prior to arrival. Almost half the respondents said their company did not have guidelines for receiving guests with disabilities. Most said they felt comfortable interacting with guests, but others were worried they would say something wrong.

Most employees said they try to act just the same as they do with other clients. Others admitted to improvising because of their fear of doing something wrong. However, this often led to inaction. Most employees said they were interested in more training, but management doesn’t give the time. They also said ‘back office’ staff also needed the training.

The title of the paper is, Attitudes of Employees in Tourism Towards Guests with Disabilities in Norway” A Survey Study. The paper was presented at UD2024 in Norway.

The findings also relate to any service-driven business. It’s not just tourism.

From the abstract

Associations for people with disability in Norway receive much feedback about negative experiences with travel. There is little knowledge about what can be done to improve these experiences. With two digital surveys we mapped travel experiences of people with disability and attitudes of employees in the tourism industry.

A collaborative workshop with researchers, user representatives from a national disability organisation, and tourism employees formed the questions.

The results show that some of the employees’ discriminatory attitudes are paradoxically caused by fear of doing something wrong. They need more knowledge about invisible disabilities, and a company-level strategy for implementation of universal design in customer service.

Obstacles to accessible tourism

Why do hotels make their accessible rooms with bathrooms that look like a hospital? No wonder people don’t want to use them – even wheelchair users! That was one of the findings from a study of stakeholders’ perspectives. The study found many instances of outright discrimination, as well as misunderstandings about universal design. Clearly there are many obstacles to accessible tourism

While a diverse range of people can benefit from a more accessible environment, people with disability and older people are the primary beneficiaries of accessible tourism.

A person's hand is opening the door to a hotel room.

“At the time, we adapted to the regulations. What’s going on? You say “wow, how demanding the regulations are! It won’t be that bad”, but then, once you start working and the years go by, you realize that at the time, the regulations were not so demanding.” (Hotel manager)

26 people with disability and 57 tourism and public administration organisations were interviewed for the study. While some operators were in favour of accommodating people with disability, others were not supportive.

“A major obstacle for firms specializing in accessible tourism is discrimination of tourists with disabilities by some suppliers. “A receptionist sent an email to the hotel director but made a mistake and, instead, sent it to me. The email said: ‘Do I raise the price to this group to get rid of them?'” (Accessible travel agency manager)

From the conclusions

In the conclusions the authors say that despite the literature’s consensus on the importance of stakeholder collaboration, many questions regarding barriers remain unanswered. Lack of stakeholder cooperation is a major obstacle to expanding accessible tourism. Hoteliers are influenced by non-disabled guests complaining about disabled guests.

Companies adhere to minimum regulatory requirements which stems from a lack of knowledge underpinned by lack of research. Culturally ingrained misconceptions lead to perceptions that investment in accessibility is a liability rather than an asset.

Discrimination is prevalent in the case of people with intellectual disability. Many tourists and entrepreneurs perceive accessible design as aesthetically unappealing. This is likely due to sticking to design regulations that are best suited for the public domain, not an hotel.

The research paper concludes with recommendations which include standardising universal design and enhancing aesthetic appeal. Enhancing market awareness and sharing success stories is another strategy. Improving legal regulations and addressing discriminatory attitudes are also essential.

The title of the paper is, What is stopping the process? Analysis of obstacles to accessible tourism from a stakeholders’ perspective.

From the abstract

People with disability still encounter many hurdles when travelling. This study aims at identifying the factors hindering the development of accessibility in tourist destinations. To this end, we developed a stakeholder analysis using the Spanish Costa Blanca as a case study.

Employing a qualitative approach, insights from accessible tourism stakeholders were gathered. Data was collected through 83 semi-structured interviews. The research revealed instances of non-collaborative relationships and conflicts among stakeholders, which are acting as obstacles to accessible tourism.

We found firms, and customers without disability, discriminated against tourists with disability. There are inconsistencies in legislation, or challenges associated with the implementation of universal design.

This is what is needed

Joined up thinking on accessibility for a seamless chain of services is good for everyone, locals and tourists alike. They make great places to live in as well. See video below from Ireland’s National Tourism Development Authority, Fáilte Ireland.

Universal Design Guide for sport

In the ramp-up to the Brisbane 2032 Games, Paralympics Australia was fielding lots of calls from sporting organisations and venues. These organisations are keen to achieve higher standards of accessibility and inclusion. Paralympics Australia aims to increase access to sports opportunities, so it was time to devise a universal design guide to help.

The Universal Design Guide for creating inclusive sport in Australia is a valuable reference for sports representative bodies. It provides useful information for beginning the journey towards adopting inclusive practices.

Front cover of the universal design guide in Australian team colours - dark green background with yellow text.

It’s also good for many other organisations because the underpinning principles and processes are the same. There are good examples of this in the sections on practicing inclusivity and beginning the inclusion journey.

A diverse range of people working and competing in different sporting codes provided input to the guide. It addresses structural and attitudinal barriers to universal design and inclusion and comprises:

  • Definitions of accessibility, inclusivity and universal design
  • How to adopt an inclusive mindset and language
  • Motivating case studies
  • Focus activities for universal design
  • Practical guides for: hosting a universal design kick-off meeting, developing inclusive strategy, producing accessible documentation, and designing accessible inclusive digital experiences.
A female wheelchair basketball athlete holding the ball on the playing court.

The guide is very practical with case studies and examples of meeting agenda and social media posts. It concludes with a list of leading organisations and other resources. Download a copy in Word from the Paralympics Australia website.

The authors used every care to use language that is accurate, inclusive, empowering and non-stigmatising. The document will be refined and updated as Paralympics Australia builds its activities to make Australian sport accessible and inclusive. Feedback welcomed.

The International Paralympic Committee also has an Accessibility Guide produced in 2020. It has a wider range of topics that cover the whole event including accommodation and transportation.

Para-sport for accessible tourism

This research paper from Japan requires institutional access for a free read. The researchers wanted to find out whether Tokyo Games led to more accessibility in non-host cities. The title of the paper is, Leveraging para-sport events for accessible tourism development in non-host cities: Tokyo 2020 Paralympic Games.

Abstract

Purpose

This study aimed to explore Tokyo 2020’s non-host cities leveraging the Paralympic Games for accessible tourism development. Following their successful bid, the Japanese government launched a national initiative to promote an inclusive society, extending beyond Tokyo to include other regions and achieving the social model of disability. In particular, this study examined why and how non-host cities leveraged para-sport events for accessible tourism development.

Design/methodology/approach

We conducted multiple case studies focusing on three non-host cities that engaged in the national initiative from Tokyo 2020. Data was collected through semi-structured interviews with city employees from the authorities in October 2019 and the municipal council meeting minutes mentioning the initiative.

Findings

Thematic analysis identified contexts, strategic objectives, resources and means comprising the leveraging processes, differing from the previously suggested leveraging process. Notably, non-host cities embarked on leveraging when they realized alignment between their existing policies and the national initiative. Contrary to assumptions, our findings suggest that sport event leveraging does not always require pre-existing resources. This study also revealed the transfer of various resources (e.g. human, financial, social, image of the event) during the process. Additionally, non-host cities prioritize physical accessibility and a barrier-free mindset for accessible tourism development, diverging from typical sport event impacts on local tourism.

Originality/value

This research provides insights and lessons from Tokyo 2020, guiding future para-sport events. Focusing on the pre-event phase, our data not only enhances research quality by minimizing interviewee recall bias but also contributes to a deeper understanding of ongoing leveraging efforts.

Virtual tours and accessible tourism

Virtual tours using 3D photography is being used more frequently by tour companies to sell their experiences. For example, most cruise ships have virtual tours of their staterooms (cabins) so you can see what it looks like before you book. But virtual tours are a necessity for people who need to know exactly what a place looks like before they set out.

Visiting an unfamiliar location is a challenge when you have a disability. Will I be able to get in? Will there be loud noises? Is there be someone to help me? An interactive virtual tour can answer these questions.

Image of Hamaren Activity Park, Norway.

A man sits in a bike taxi which is being driven down a section of the boardwalk.

Google Maps got onto the digital image idea quickly and now Street View is accepted as normal. However, once you leave the street to enter a place or space the vision ends. The rest of the journey becomes a visual magical mystery tour. For some people, photographic information is essential to give them confidence to make the journey in the first place.

When it comes to accessible tourism this type of imagery is a really good way to showcase good access features. It gives people with different disabilities the confidence to easily choose visitor experiences and accommodation. It also tells prospective visitors whether the claim of accessibility matches their individual requirements.

People who use mobility devices can see important details such as steps, ramps, lifts and a level path of travel. People who are neurodiverse and experience sensory overload in large, noisy places can either decide not to go, or to be prepared for this in advance. Knowing what to expect helps keep anxiety levels down.

Virtual tours are universal design

Regardless of whether a person has a disability, it is a comfort to know what to expect and avoid nasty surprises. That makes virtual tours and 3D images a universal design concept – good for everyone.

UK company Ocean 3D has a fact sheet with more detail on their website. There are also good examples of what these tours look like. Virtual tours for access purposes are not the same as promotional videos that give a general idea of a place.

A second fact sheet explains the benefits of 3D images for people who are neurodiverse.

Accessible Gold Coast Guide

Creating a visitor guide highlighting accessible accommodation, attractions and events is a challenging task. The accessible Gold Coast guide has all the essential elements for visitors looking for accessible places and experiences. It’s a good example of what an access guide should contain.

The guide is comprehensive and covers just about everything anyone would want to do as a visitor. However, this does make for a large document of 158 pages. Queensland made 2023 the “Year of Accessible Tourism” and this guide is a great legacy.

Front cover of the Accessible Gold Coast Visitor guide showing two images: one of the buildings at twilight, and one of a swimming pool.

The guide has an accommodation map covering northern and central Gold Coast, and the southern Gold Coast and hinterland. Each hotel and resort listed provides detailed information about accessible rooms. The information covers reception, the room, the bathroom, bedding, kitchen, balcony, furniture and fittings, and public areas including the pool.

There is also a map listing the key attractions for the Gold Coast. Each of the attractions listed has an overview and an accompanying “access statement” provided by the operator. These statements promote their service as well as provide an overview of what is inclusive or accessible. It’s not clear which experiences are specifically for people with disability or for everyone – inclusive. Also, the way the information is presented varies from operator to operator.

Information about transport modes and their accessibility is also provided.

What it doesn’t cover

It’s clear from the access statements that the focus is on mobility disabilities and wheelchair users. Invisible disabilities are missing from the statements. Some of the language needs vetting for outdated terms such as “special needs”. Choice of font and layout for the statements would also benefit from a review.

The font for the main document uses a narrow typeface which isn’t the easiest to read. It’s one thing to have an access statement, but the statement itself needs to be accessible. More plain language would also make the document more accessible to more people.

This is the first iteration of the guide, and as such it shows how to go about at providing detailed access information for visitors. Making the guide itself more accessible would be a useful improvement.

Destination Gold Coast is a separate website and provides similar information with a link to the accessible Gold Coast guide. This website looks like it was designed by the same graphic designer with the same narrow typeface, and headings in both upper case and script style text. The Handbook for Accessible Graphic Design addresses these issues.

Walking – tourists and locals compared

A group of researchers compared the walking experience of tourists and locals in two New Zealand cities. The research was in the context of accessibility and active travel. They chose to compare Christchurch and Wellington because of their differing topography and architecture. There are no surprising results from the study, but they confirm the need for good footpaths and wayfinding for everyone.

Overall, both tourists and locals were generally “satisfied” with their walking experience in both cities. However, the age of participants was skewed to younger age groups.

Image of Christchurch Post Office.

Christchurch post office a tourist destination.

Participants were asked to rate the presence of a good and wide walkway condition, absence of closed roads (culs de sac), signage, flat terrain, and accessibility for wheelchairs and prams. Overall, both locals and tourists appreciated well designed level walkways with good signage for wayfinding. However, walkers would like to be alerted to construction works so they can take alternative routes in the same way as motorists.

In Wellington, tourists indicated that they expected more accessible routes so that people with differing abilities could walk or wheel. This was the most significant finding in the survey because it was the only score to fall below the statistical neutral line.

Image of Wellington.

View of Wellington harbourside showing the hilly terrain in the background and yachts moored in the foreground.

Christchurch has less steep terrain which means it could satisfy the accessibility criteria better than Wellington. Tourists liked the grid pattern of the city which removed the culs de sac that existed before the earthquake. However, poor or narrow footpaths were a concern for both tourists and locals in the central area. Lack of signage at intersections was not regarded well by tourists either.

In Wellington footpaths and signage were also a major concern for locals and tourists alike. While the footpaths were wide, they were poorly maintained.

More signage for tourists

It’s not only signs that people need – landmarks work as well. Wellington has a good natural landmark in the form of the harbour. The Avon River in Christchurch also helps with navigation. However, tourists would like more signage, especially at intersections.

The title of the paper is, The walking tourist: How do the perceptions of tourists and locals compare?

From the abstract

This research addresses the question of how visitors perceive and evaluate the city they are visiting when they walk. Comparisons are made with the experience of local residents. The paper examines the relatively overlooked domain of tourist walkability and investigates the extent to which accessibility and topography may influence walking experiences.

Data were gathered from a Walk Diary in which respondents evaluated the environment along a single walk. Responses were received through convenience sampling from 132 people in Christchurch and Wellington. The Walk Diary provided an effective way of capturing differences between locals and tourists when they walk. Insights from this study will be particularly useful to those tasked with enhancing people’s urban walking experience.

Connecting with nature and heritage

We know that connecting with nature is essential for our mental and physical health. The recent pandemic made that clear. Creating accessible parks and wilderness areas is more than just considering how a wheelchair user might navigate the terrain. Different people have different ways of connecting with nature that is meaningful for them.

A report for the National Trust in the UK brings together practical information about accessibility for different groups of people. The report is based on a new site acquired by the National Trust in Lincolnshire. Image is of Sandilands Beach (National Trust)

The sun is setting over the ocean at Sandilands beach where people are connecting with nature.

Age, cultural background, socioeconomic status and disability are all considered in the report’s practical considerations. The focus is on the accessibility of external spaces because the overall focus is on access to nature.

The report covers detail on the usual elements such as:

  • Easy to navigate website with relevant access information
  • Lighting around key facilities
  • Toilets that can accommodate mobility scooters and wheelchairs, and relief areas for dogs
  • Signage and maps of walks and paths
A small white dog being walked on a path at Sandilands.

Parking, transport and toilets have more detail together with paths and routes.

Paths and routes

Footway treatments are especially important as well as providing multiple paths so that visitors can choose the most suitable one. In the UK the Fieldfare Trust has a guide for different types and specifications for footpaths in different locations. They cover everything from peri-urban to wilderness. Disabled Ramblers have three categories of paths that they use to describe routes and paths.

The report goes into more detail about path surfaces, widths, gradients and accessible gates. Benches, shelters, bridges, boardwalks and viewing platforms are covered as well.

Connecting with nature

This section of the report covers the diverse range of visitors and how they best connect with nature. The section of age, covers the different needs of children, adolescents and older adults. Little is known why certain ethnic minority groups are less likely to use green spaces. However, they are more likely to use them in groups rather than alone. People with lower incomes visit green spaces less often and more needs to be done to change this.

Lack of access to transport to green space is a key barrier for people with disability. Physical barriers are also a problem but the way that service people treat them is another downside to visiting nature.

The report ends with a list of recommendations covering all the issues discussed earlier in the document. The title of the report is, Nature Connectivity and Accessibility. A report for the National Trust.

Children like it green

A group of children are walking along a path in a nature park.

A Danish study used satellite data to show a link between growing up near green space and issues with mental health in adulthood. They found that children under 10 years who had greater access to green space may grow up to be happier adults.

The FastCo article goes on to say that data was correlated between the child’s proximity to green space during childhood and that same person’s mental health later in life. The more green space they had access to, the less likely they were to have mental health issues later.

The FastCo article is titled, “Kids surrounded by greenery may grow up to be happier adults“. Researchers at Aarhus University carried out the research. Their paper is titled, Being surrounded by green space in childhood may improve mental health of adults. 

Inclusive tourism with universal design

Research on the business opportunities in accessible and inclusive tourism is extensive. However, the intent of this research is largely staying on the shelf. A mix of attitudes towards people with disability and a sense of “not knowing where to start” are likely reasons. But you can get inclusive tourism with universal design by co-designing with tourism operators.

” Surprisingly, many cases did not meet the minimal requirements for “older people” and “people in a wheelchair.” … but this result did function as an eye-opener”.

A hotel receptionist is talking to a man and woman across a reception counter. Inclusive tourism.

A research group in Belgium has devised a method to uncover business opportunities through universal design. Collaborating with 17 accommodation providers they came up with a seven step process to integrate universal design into their business model. The process is also a way to increase knowledge and understanding of diverse guests and their experiences.

The research group documented their project in a conference paper. It begins by explaining inclusive tourism as a right, a business opportunity and a challenge. They devised a method to use the potential of universal design as a “business transformer”.

Co-designing the 7 steps

  • Step 1: We created a literature-based universal design screening based on mindset, management and infrastructure.
  • Step 2: We tested and updated the screening in each of the 17 accommodation providers.
  • Step 3: We analysed the data for each business which was given to them in a report.
  • Step 4: The results were further processed with the participant, who decided on priorities.
  • Step 5: An action plan was devised based on step 4.
  • Step 6: A concise checklist and a guide with relevant information (tools).
  • Step 7: A re-evaluation of the business to assess the actual improvement after interventions. Unfortunately the COVID pandemic impacted this research and the last step was not possible with the downturn in tourism.
Hotel bedroom with polished floors, orange and red pillows on a couch and textured wallpaper

The title of the paper is Inclusive Tourism: Co-developing a Methodology to Uncover Business Opportunities through Universal Design. Scroll past the first paper in the conference proceedings to get to this one.

From the abstract

We describe a 2-year project where the possibilities of universal design were explored. The purpose was to structurally uncover and address potential business opportunities.

The method was based on: inclusive customer journey, linking mindset, management and infrastructure, and diverse user needs. We collaborated with seventeen accommodation providers and developed a seven-step process. The process integrates universal design into their business model.

The Disabled Tourist: a book

Here is the overview from the publisher of The Disabled Tourist: Navigating an Ableist Tourism World. It’s an academic text by Brielle Gillovic, Alison McIntosh and Simon Darcy.

This book addresses a growing demand to hear the authentic voices and understand the lived tourist experiences of people with disability. The latest volume in The Tourist Experience series challenges what is arguably an exclusionary, marginalising, discriminatory, and ableist (tourism) world.

Front cover of The Disabled Tourist.

By drawing attention to the ‘dis/’ in ‘disabled’, the authors provoke the need to change binary thinking about people who live with disability so that they may be ‘able’ to assume the role of tourist.

They engage critical tourism and critical disability studies, and their respective theories, perspectives, and debates, around, for instance, models of disability that shape conceptualisations and worldviews, inclusive research and enabling language, and the ethics of care.

These are pivotal to dismantling normative structures to enable a more inclusive, equitable, and socially just tourist experience that promotes a more independent and dignified tourism world for people with disability.

Tourism and Disability: Book review

A woman in a yellow jacket is being assisted onto the tour bus by two men up a ramp.

Tourism and Disability is a new book addressing the existing  challenges and opportunities related to tourism for people with disability. The Booktopia review describes this as an underdeveloped and underestimated niche market. While there is a larger market for family group travel, there is also a market for disability-specific tourism products. 

The book examines the strategies, policies, and initiatives at regional, national, and international levels. The aim is to foster the development of accessible tourism.  It examines the different social, cultural, legal, and information/interactive barriers to inclusion. The book’s focus is on the distinctive travel demands of people with disability and how their needs differ from the preferences of travellers without disability. 

The various chapters provide a multidisciplinary approach to the topic covering management, economics, and statistical analysis. This makes it useful for academics and practitioners alike. 

The Title of the book is Tourism and Disability: An economic and managerial perspective. Published by SpringerLink you can purchase individual chapters online. The book is also available from other suppliers. The editors and most contributors are based in Europe where tourism is a key part of the European economy. 

Front cover of Tourism and Disability.

Accessible places with Google Maps

Google Maps has two new features to help us find our way and what we are looking for. Live View uses the camera in your phone to give street view directions, and the “Accessible Places” feature marks entrances with wheelchair access.

Accessible Places feature

Google Maps has expanded its “Accessible Places” feature that shows when a place is wheelchair accessible and/or stair-free. It will be interesting to see if this will encourage more places to make their businesses accessible. As we know, when it’s good for a wheelchair, it’s good for prams, bikes and trolleys.

The feature was originally launched in 2020, but it was limited to just Australia, Japan, the U.K., and the U.S. Now, the feature is available worldwide on Android and iOS.

Google Maps pin icon against a background of different coloured dots.

To use this feature, turn on the “Accessible Places” setting in the Google Maps app. You will see a wheelchair icon on the business profile if it has a wheelchair accessible entrance. You will see the same icon with a strikethrough if the location is not accessible. The feature can also check to see if the location offers accessible parking, facilities, and seating.

Steepness of slopes doesn’t appear to be covered, and Google doesn’t say if their access maps are accessible.

It’s up to business owners to update their business profile to reflect whether their business is accessible. It’s unlikely Google will check whether this is true, but user feedback should keep businesses on their toes.

Live View feature

When walking around in new surroundings, Live View helps you keep your bearings. Using the phone camera, the flat map view is transformed into the street view with arrows so you know which way to head. A great plus for tourists and visitors.

When walking around in new surroundings, Live View helps you keep your bearings. Using the phone camera, the flat map view is transformed into the street view with arrows so you know which way to head. A great plus for tourists and visitors.

With Live View, users can walk the streets using the camera on their phone and get directions on the screen. The updated version has more information such as cafes, ATMs and transit stations.

A Gif of Live View in action showing a street view on Google Maps.

Different app developers have tried their hand at creating access maps, but Google brings many features together on the one screen. However, access for wheelchair users does not guarantee access for everyone, and it doesn’t cover all disabilities. It also doesn’t say how welcome people with disability will feel. Nevertheless, it is a good start and Google will continue to improve. The next thing is finding places where you can hear each other talk.

The Google blog page has more up to date information.

Accessible tourism: the call of the wild

Wide open vistas, mountain wilderness and crystal clear lakes attract visitors from near and afar. But the very nature of these landscapes means they aren’t easily accessible to everyone. Similarly to beach locations, this is a situation where assistive technology meets universal design. However, providing a specialised track wheelchair or beach wheelchair, for example, cannot do the job alone. It still needs an accessible travel chain.

A man in his wheelchair with the Freedom Trax attached. He is on a walking trail.

Tourist destinations in the natural environment can be inclusive if there is joined up thinking. That is, joining up service delivery and staff training with the physical environment and, at times, the addition of some assistive technologies.

Having an all-terrain wheelchair device is only one part of the tourism experience. A paper reporting on a case study of specialised mobility devices shows the importance of user testing. Getting in and out of the device, operating it, and being part of a group, all need testing for convenience and useability before they become part of the service. The authors used the principles of universal design in their study and sum up with the following:

  • The entire customer journey must be inclusive: toilets, parking, cafes, cable car, etc.
  • Transfers must be supervised by trained staff
  • Trails must be tested, marked and secured
  • Emergency procedures set up in case of an accident
  • Training courses for tourism service staff in the use of assistive technology
  • The devices are expensive and hiring might be a better option

The title of the article is, Improving the Accessibility of Touristic Destinations with an Assistive Technology For Hiking – Applying Universal Design Principles Through Service Design. The article mentions the Freedom Trax device and the video below shows the device in action. Courtesy their Facebook page. Freedom Trax is just one of similar products available.

From the abstract

Accessible Tourism focuses on the logistical attributes being accessible to all and on the process to develop accessible products and services with stakeholders. Assistive technologies have the potential to improve the accessibility destinations such as those designed for hiking.

However, their integration on the customer journey has to be designed as a service. To this end, universal design principles and guidelines should be used in the design process.

The potential and the conceptualization of applying universal design principles for tourism has been widely discussed. However, little has been done to operationalize this idea.

In this article, we demonstrate how to co-create with users an accessible tourism service using assistive technology who enables hiking for people using wheelchairs. Our main findings illustrate the pros and the cons of using and assistive technologies and the importance of considering the whole customer journey to improve the accessibility of touristic destinations.

See a related post, Taming the wilderness with inclusive design.