Many tourism operators want to be more inclusive, but not sure how to go about it. Customer feedback tells you what’s missing, but doesn’t always tell you how to fix it. Some operators fear any change will be expensive, but sometimes it’s the little things that count. Online booking company Expedia Group has stepped into the inclusive travel market by commissioning some research.
Expedia Group partnered with the Leonard Cheshire organisation to set out a roadmap for inclusive travel. It includes case studies and stories of travellers. Interviews, surveys and focus groups highlight why the industry should be more inclusive.
As with many other reports targeted to business, it covers the rate of disability in the community, and why inclusion matters. Economic arguments, size of the market, and customer retention are all featured.
The title of the report is Breaking Down Barriers to Travel and calls on the travel industry to be inclusive post COVID. The report draws on the experiences of disabled travellers to form recommendations. Key sections of the report are:
- Designing barrier-free travel experiences
- Making information clear
- Providing inclusive customer service
- Involving people with disability
- Taking action
The United Nations World Tourism Organisation (UNWTO) has launched an Inclusive Recovery Guide. It has three sections:
The quote on the picture says, “Tourism can be a force for good in our world, playing a part in protecting our planet and its biodiversity, and celebrating what makes us human: from discovering new places and cultures to connecting with new people and experiences. UN Secretary General Antonio Guterres.
There’s more in the Travel and Tourism section of this website.