Why Accessibility Will Be the Next Big Differentiator in Travel

My knowledge of what is available and what is really needed to make travel easier for people with disabilities has evolved since launching the first TravelAbility Summit in 2019. My role as a conference producer has also evolved to the point that I now feel like an interpreter who translates the concerns and questions from the disability community to the travel industry. TravelAbility itself has evolved into an eco- system of accessible travel information. Pre-covid listening tours brought together disability travel influencers, travel agents specializing in accessible travel and destinations, hotels and attractions. The Destination Ally program has led to Accessibility hack-a-thons where destination partners learn what travelers with disabilities need from travelers with a disability. The Launch Pad conference helps the travel industry identify innovative new products that are affordable and can raise their accessibility quotient.

Over the course of my research, I’ve spoken with scores of people in the travel industry and identified three distinct Mindsets that I believe are shaping the accessible travel landscape. They are:

• The Inclusive Mindset
• The Compliance Mindset
• The New Markets Mindset

In this first of a 3 part series I will look at the mindset of Inclusivity.

Mindset #1: Inclusivity

The defining characteristic of this mindset is the belief that there is a need to be inclusive for everyone as an advanced form of customer care and service.  I find this to be most prevalent with museums—and to a lesser extent with the attraction industry. While it’s true that many museums in order to quality for federal grants must have an ADA coordinator internally, they are also more ingrained within the local community and with donors, members, patrons and visitors who have family members with a disability or are disabled themselves. This gives them a baseline empathy that leads them to be accessible not only for mobility, but also for blindness, deafness, neurodiversity, dementia, and other forms of disability. In Chicago, for example, museums have collaborated to create a central repository of equipment that is shared on an as needed basis. Moreover, there is a national conference specifically for museum ADA coordinators to learn and share best practices.

Most major theme parks also have an inclusivity mindset. Most likely this was not their original mindset but after years of litigation I believe there has been a major shift in how they view guests with disabilities. As popular destinations for families, theme parks have become pro-active in their approach and Accessibility information is easy to find. Disney has a separate Help section for people with disabilities and a dedicated phone line. They accommodate for mobility, blindness, hearing and guests on the autism spectrum.

The cruise industry has been a leader in welcoming travellers with all types of disabilities. Royal Caribbean ‘s website has an Accessibility Onboard  section which provides information for a complete range of disabilities and the ability to rent medical equipment for those who need it. The array of services provided also includes special programs for guests with cognitive issues. Because cruising has long been the travel mode of choice for seniors, the industry has a long history of accommodating travelers with a disability.

If you are interested in learning how you can be more accessible to disabled travelers, join us at TravelAbility Tampa on August  30-31^st. The hybrid event is available in-person and virtually and will bring together the travel industry with specialized accessibility travel agents, tour operators and influencers with lived experiences to share their stories.

In the next issue of TravelAbility Insider, I will discuss the mindset of compliance and how it is manifested in the travel industry.