“The most positive experiences were found where there was a high level of customer service and awareness from staff”
Focus Group: VisitBritain’s Access Consumer Research
Facilitating travel for people with disabilities is an exceptional business opportunity. Yet, a change in mind-set and in the model of tourism services provision is needed in order to meet this major market demand. Accessible environments and services contribute to improve the quality of the tourism product and can create more job opportunities for people with disabilities.
Accessibility, therefore, must be an intrinsic part of any responsible and sustainable tourism policy and strategy.
We continue to work closely with the Hospitality Industry, providing staff training and marketing advice as well as site inspections for disability act compliance. Our staff have contacted hundreds site inspections of hotel properties and with our easy mapping technology we are able to verify are disability accessible property and be able to list into leading online travel agents also Many of these hotels and restaurants have subsequently become our clients, relying on our expertise as they plan and carry out renovations to improve accessibility.
The population for people with disabilities make up a significant part of your customer base, as our research clearly shows. In the 2018 our Market Study, more than 50% of respondents ate out at least once a week. Unfortunately, 88% also reported that they encountered barriers in restaurants, most commonly lack of space between tables, steps, difficult entry doors and waiters who had NO clue on how to serve persons with disabilities.
2018, 57 % of adults with disabilities (or 19.8 million people) had stayed in a hotel or motel over a two-year period, typically spending $100 per night. Approximately 98% reported barriers of some type most commonly rooms inconveniently located, doors hard to open and inaccessible toilet and shower facilities.
In many cases, we find that small physical changes can make a huge difference as can improvements in customer service. Feeling welcome and appreciated means a lot to people with disabilities who often find themselves treated as a problem rather than as a valued guest. Our expert staff, many of whom have disabilities themselves, can help you fine tune both your premises and your customer service skills.
Introduction to Accessible Tourism
This course is designed for Hotel managers, Travel / tours agents and general staff in the hospitality business.