Category: Travel and Tourism

Tourism is big business, but some operators are missing out. State and local governments have an interest in tourism and they can lead the way for operators. The Accessible Tourism for All Manual shows how. 

The manual is a simplified version of a larger research project and this makes it easy to follow in five separate modules.

Module 1 gives a definition and context for accessible tourism. Module 2 is about accessibility chain, and Module 3 is about action and implementation. 

Module 4 is about evaluation and progress, and Module 5 provides principles, tools and good practice examples. 

The full title of the publication is, Accessible Tourism for All: An Opportunity Within our Reach.  The research paper with greater detail is Manual on Accessible Tourism for All: Principles, Tools and Best Practices.

From the abstract:

The Manual on Accessible Tourism for All: Principles, Tools and Good Practices is intended to provide stakeholders with a useful tool to understand the needs of the tourism sector in terms of accessibility, the competitive advantages of tourism for all, and the methods for its implementation.

While airlines and airports are making an effort to be  accessible, the same cannot be said for tourist destinations. An article on ThiisCo website reports on a new study that has evaluated Europe’s capital cities for accessibility.  Luxembourg takes top spot and Chisinau, Moldova is ranked bottom with four others.  London came in 11th place.  It would be interesting to have the same study done in Australia. The full list is in the article, Europe’s most and least accessible capital cities ranked for disabled travellers.  Here is the information on Luxembourg:

“The research highlights that the most accessible city in Europe is Luxembourg, with 18.56 percent accessible accommodation available, 33.33 percent accessible attractions, a fully accessible airport, an Access City award and an ongoing council campaign for accessibility.

The small European city won third prize at the Access City Award 2018 after it actively raised awareness of various disabilities. It reduced the stigma associated with them and coined the term “specific needs” to reframe the way people discuss disabilities.

In addition, the city overhauled its public transport system to improve accessibility for all residents and visitors.  

Holidays for All is a key section in a new research report by Barclays. It is a pity that this section ends up in the latter part of the report because it applies to all other sections. The tips and case studies in a pdf document cover all aspects of the hospitality and tourism business.  Although the report focuses on the UK domestic tourism market, the principles for increased business are applicable elsewhere.

The title of the report is the Great British Staycation. It is a very readable report and the section on holidays for all is worth a look, and it ends with strategies for success with key points from each of the chapters:

• • Know your demographic
  • Foster Loyalty
  • Capture early bookers
  • Add value through collaboration
  • Reap digital dividends
  • Provide options where possible
  • Take them behind the screen
  • Be accessible to all

It is not unusual to find references to accessibility and inclusion somewhere in a subheading of a research report. This is unfortunate because this is the one part that applies to all other sections. See also the economic argument from Simon Darcy.

If local and state governments aren’t listening to residents about mobility, walkability, and wheelability then perhaps they might consider visitors and tourists with money to spend locally. But are they really interested in the extra tourist dollars? Does the local Chamber of Commerce think it’s all too difficult to create greater access and inclusion? The walkability issue isn’t just about footpaths, seating and toilets – it’s about all the links in the chain to make it happen – joined up thinking. Otherwise we end up with islands of access and inclusion. And you can’t be a bit inclusive – it either is or it isn’t. That means business, community and governments need to work in unison on the design of physical environments, customer service and tourist information. And of course the reverse of the question is, “Can walkability improve tourism?”

Accessibility and Equitable Tourism Services for Travelers with Disabilities: From an Charitable to a Commercial Footing, takes a corporate and social responsibility perspective on some of these issues. You will need institutional access for a free read – published in Corporate Sustainability and Responsibility in Tourism, where there is further reading.

A research paper from Turkey, Assessment of factors influencing walkability in shopping streets of tourism cities is also worth a read. They found that “Urban planning and design should focus on how to connect people and places together, by creating cities that focus on connectivity, accessibility, crime security, traffic safety, and comfort
and use’. 

You can find some inclusive tourism guides, magazine articles and research papers in the tourism section on this website. 

Scandic has embraced the principles of universal design throughout its hotel chain for more than ten years. This makes for an interesting case study in inclusive tourism because it goes deep into hotel operations. So it is not all about wheelchair accessible rooms – it is much more. And as always with customer service, it is the little things, such as reaching for the coffee cups at the breakfast bar.

The case study on DOGA, the Norwegian Inclusive Design website, is to the point and shows how all hotels can benefit from small but effective changes to practices. The video below shows how they took a universal design approach. The architect said it was more about use of materials than wheelchair circulation space.

“The best evidence on that we are doing something right came from a guest. She told me that when she is staying at Scandic she is treated like a regular guest, not a disabled one”.  Magnus Berglund, Scandic. 

Key features on Scandic’s checklist

• • • Height-adjustable bed*
    • Telephone on the bedside table along with the remote control
    • A space of at least 80 cm around the bed
    • Vibrating alarm clock and fire alarm available on request
    • Hooks placed at different heights so they can be reached from a wheelchair
    • Mirror at a suitable height for wheelchair users as well as standing guests
    • Handrail on the inside of doors at a height that can be closed from a wheelchair
    • No or low thresholds at doorways
    • Single-grip mixer tap or automatic tap*
    • Washbasin placed at a minimum height of 78 cm* so a wheelchair will fit under it. The hook, soap and hand towels are also easy to reach
    • Toilet paper holder on the armrest of the toilet
    • Hearing loop available for meeting rooms
    • The doors are at least 80 cm wide, so that guests can get through with a wheelchair, crutches or a walking frame*
    • The stage is accessible for wheelchair users*
      

*Only applies to some hotels.

Inclusive tourism has two outcomes: individuals and their families can benefit from participating in tourism activity, and it can help with sustainable development and the reduction of poverty. The Global Report on Inclusive Tourism Destinations is a large document by the United Nations World Tourism Organisation. It has practical advice and success stories from across the globe. Good resource for anyone interested in following the Sustainable Development Goals as well as inclusive tourism in general. In developed countries the same holds true – more participation equals more customers.

“The report highlights the need to foster discussion on and examine new approaches to inclusive tourism in order to drive long-term sustainability in the sector. The Model for inclusive tourism destinations presented in this Global Report is a formula for practical and realistic public action that can be applied to different types of destinations. It is a path towards inclusion that is adaptable, modular and scalable, and facilitates the transformation of tourism models towards socially and economically inclusive models.” 

Yet another excellent resource for the tourism and travel industry – an industry now leading the way in best practice. Importantly, the principles and learning from case studies can be applied everywhere. The business world should take note of the good advice in Destinations for All: A guide to creating accessible destinations.

Included in the guide are several case studies, some statistics on the number of people left out if the destination if it is not inclusive, engaging with other businesses, and dispelling myths. It even challenges the notion that heritage issues make it impossible by showcasing the Roman Baths project. This guide is informed by research and can be applied as much to a day out in Sydney or Melbourne as a two week holiday in Scotland.