TravelAbility Insider

The Intersection of Travel and Disability

Debbie Austin

Crafting an Inclusive Online Experience

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photo of hands typing on a laptop

By Jennifer Allen

In the digital realm, inclusivity isn’t just a buzzword—it’s a fundamental principle that shapes the way we connect, engage, and communicate. Luke Johnson of Simpleview and AudioEye and Jason McKee of Perspective Tester joined the Emerging Markets Summit to present a guide for businesses and individuals looking to create webpages that are not only visually appealing but also accessible to everyone, regardless of their abilities. 

Why Web Accessibility

Web accessibility means people are not excluded from something on the basis of a disability – similar to having a ramp for an historic building. In today’s interconnected world, web accessibility is more than a design choice—it’s a moral and legal imperative. 26% of adults in the U.S. Identify as having a disability. 96%  of the top 1 million homepages have accessibility errors. $13 Trillion in annual income is controlled by people with disabilities and their families and friends.

The Legal Landscape: Navigating Legal Obligations

Lawsuit hawks prowl the web looking for website that don’t meet legal requirements. Under the Americans with Disabilities Act (ADA), web accessibility is obligatory for businesses open to the public. In March 2022, the U.S. Justice Department echoed the necessity of web accessibility, reinforcing the convergence of law and inclusivity. Even Beyonce was sued for a lack of website accessibility. Aligning with the Web Content Accessibility Guidelines (WCAG) ensures technical compliance, paves the way for an equitable digital experience, and avoids nasty lawsuits.

Reputation

Reduce your risk and improve reputation by supporting diversity, equity, and inclusion initiatives.

Customer Satisfaction

Accessible content improves engagement, making it more user-friendly for people with and without disabilities.

Discoverability

Accessible websites are easier for search engines and voice experiences to index, boosting discoverability and SEO.

Putting Principles into Practice: Actionable Tips

Alt Text for Images: A Universal Language:

Alt text is a caption description of an image that assistive technologies (i.e. screen readers or refreshable braille displays) announce for individuals with visual, sensory, or learning impairments. Ensure that every image tells its story through alt text.

Accessible Event Collateral – Bridging the Physical-Digital Gap:

Maps, menus, brochures, and flyers in PDF format or as images are not accessible to people who use screen readers and mobile phones. The speakers recommended providing all event collateral in HTML or other text-based formats. This ensures that everyone, including those using screen readers and mobile phones, can access essential information. 

Detailed Descriptions for Physical Accommodations – Empowering Informed Choices:

Descriptions of the physical accommodations at many hotels, events, and attractions are not detailed enough for people who require them. Use thorough, honest, specifics. Is there limited van-accessible parking? Does the park have paved or dirt pathways? How wide is the shower door? Provide comprehensive information about physical accommodations at hotels, events, and attractions. This transparency allows individuals to make informed decisions that align with their needs.

Diverse Contact Options – Enabling Inclusive Communication:

Not everyone has the same level of ability or preference for communication: provide multiple contact options on your website. Offer other ways to get in touch, like email, live webchat, phone numbers, or online forms that accommodate all users. Embrace a range of contact options to cater to different communication preferences. 

Take the Next Step

If you’re not sure how your website measures up, or where to get started, the speaker’s companies offer more practical solutions. 

AudioEye 

AudioEye is a web accessibility platform that improves accessibility and minimizes risk for digital surfaces, including websites. They provide industry-leading automated fixes and unmatched expertise. U.S.-based accessibility experts audit your content and build custom fixes to make your site more accessible. They find issues and fix them in real time for every user.

Perspective Tester

Perspective Tester gives you access to a direct audit from a disabled user. You can find real problems, and real solutions, through real users.

SimpleView

SimpleView partners with a variety of organizations to help you build a website that better reaches your audience while improving inclusion.

In the tapestry of the digital landscape, web accessibility isn’t just a technical checkbox—it’s a legal necessity, a reflection of values, and an investment in success. By weaving these practical tips into your webpage’s fabric, you’ll break down barriers while improving business. With each line of code, each design choice, and each interaction, you are shaping the online presence of your company. Make sure your website is reflecting the company you want to be.

The problem: 95% of websites are not digitally accessible making them less for not only the 12 million people in America who are blind but also people with cognitive disabilities.

Solution: 

Web Accessibility

  • Web accessibility means people are not excluded from websites on the basis of a disability – similar to having a ramp for an historic building for wheelchair users.
  • In today’s interconnected world, web accessibility is more than a design choice—it’s a moral and legal imperative.
  • 26% of adults in the U.S. identify as having a disability.
  • 96% of the top 1 million homepages have accessibility errors.
  • $13 Trillion in annual income is controlled by people with disabilities and their families and friends.

Discover What’s Missing and Fix it

Reputation and Legality

  • Avoid lawsuit hawks prowling the web looking for websites that don’t meet legal requirements.
  • Under the Americans with Disabilities Act (ADA), web accessibility is obligatory for businesses open to the public.
  • Aligning with the Web Content Accessibility Guidelines (WCAG) ensures technical compliance, paves the way for an equitable digital experience, and avoids nasty lawsuits.
  • Reduce your risk and improve reputation by supporting diversity, equity, and inclusion initiatives.

Customer Satisfaction

  • Accessible content improves engagement, making it more user-friendly for people with and without disabilities.

Discoverability

  • Accessible websites are easier for search engines and voice experiences to index, boosting discoverability.

It’s a S**t Show: Disabled Travelers Share their Worst Memory

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photo of panelists at Emerging Markets Summit including Toby Willis, Dan Tobin, Houston Vandergriff and Becky Large

By Jennifer Allen

There’s nothing more powerful than learning from mistakes. Four disabled travelers took the stage at the Travelability Summit to share their worst experiences, and what the travel industry can learn from them. Here’s who shared, and what we can take away from their experiences.

Cory Lee, Founder, Curb Free with Cory Lee

Cory Lee is arguably the biggest name in disability travel. As a travel blogger, adventurer, and full-time wheelchair user who has visited all seven continents, you can bet that he has some stories to tell. Through his blog and social media platforms, he provides valuable insights into various destinations, offering advice on accessible attractions, accommodations, transportation, and more.

Cory was traveling for his work with his blog when he was given an “accessible” room that had a twelve inch step to enter. When he called to arrange for a new room, he was told that he could figure something out. It ended up being an ordeal to move to a different hotel that had a room that was meant for his power chair.

The big takeaway here has little to do with physical accommodations and everything to do with disability awareness and attitudes. The person on the other end of the phone couldn’t get their mind around the fact that he couldn’t just hop his heavy chair up a large step. We train people to ask questions, which is a great starting place, but they also need to accept the answers as what they are.

Toby Willis, Sr. Product Manager, Expedia

Toby Willis is currently building an inclusive travel product strategy and vision for the Expedia Group Marketplace division. The goal is to help travelers from marginalized backgrounds feel safe, welcome and understood. Accessible travel is at the heart of this effort. He is also a founder and current President of the Ability Inclusion Movement, which is the first Expedia employee resource group to give voice and representation to Disabled employees with a diverse range of accessibility requirements. 

As a frequent traveler with vision loss, Toby has had his share of rough experiences. The one that sticks out most in his memory was when he was denied entrance to a hotel because of his service dog… repeatedly. At the end of a long travel day, the last thing you want to do is try to find a hotel that will accept you. On his third try, a hotel clearly labeled as “pet-friendly” let him in.

Similar to the way we educate people that a wheelchair is a mobility impaired person’s legs, a service dog is a part of the body for someone with vision loss. The dog cannot simply be left behind any more than a part of the body could be stashed in the coat room. The dog is not a pet, it is an essential.

Dan Tobin – Traveler with Parkinsons

Dan Tobin is a versatile writer and editor with deep experience in journalism, educational publishing, and nonprofit communication. He’s also a frequent traveler who has Parkinsons.

Dan’s travel nightmare was a fall in a hotel shower. The shower didn’t have a mat or tread strips and as soon as he stepped in, he wiped out. He was unable to move for a while, but eventually forced himself up because he knew his daughter was on her way to the hotel, and he didn’t want her to find him that way.

Dan’s story is a great example of how little differences go a long way in accessibility. A bath mat or shower strips aren’t a big financial investment, but they make a big difference in safety.

Houston Vandergriff, Founder, Downs and Towns

Houston Vandergriff is a travel photographer based in Knoxville, Tennessee.  He has traveled far and wide with the simple vision of making the world a better place through inspiring others to live life to the fullest and to live life with compassion.

Houston, and his mom, Katie, have been to 26 countries and 49 states and have experienced a changing world as accessibility and inclusion have become more mainstream. Their worst story was from a flight with family, when a cousin’s son who has autism and Down syndrome got sick on a plane. No one helped. They cleaned everything themselves, without even a flight attendant offering so much as a napkin. And after they got everything cleaned up she accidentally left her bag with all their clothes on the plane and they wouldn’t let her go back. The experience spoke to the attitudes and lack of awareness of both the crew and passengers. 

Thankfully, their next hardest travel moment was redeemable. They left the camera… with all of the trip pictures… on a train in Italy. They cried and tried to move on. Incredibly, the police department called and everything had been handed in, unharmed. The police officer’s daughter happened to know Houston from Instagram, and reached out to them after the fact to make the connection. This became another example for them of how the attitude towards people with special needs is becoming more open. There’s an awareness that they didn’t see before, and it makes all the difference.

The main thread that all four travelers kept coming back to was the need for training. They all agreed that was the number one way for destinations to improve. Patience, kindness, and understanding go further than any other accessibility initiative.

The Problem: Travel can be a nightmare for disabled travelers

Solution: Enhancing Accessibility and Attitudes in Travel Experiences

  • Prioritize disability awareness training for travel industry personnel to bridge gaps in understanding.
  • Educate staff about the diverse nature of disabilities and encourage open communication with travelers.
  • Emphasize that service animals are essential to individuals with disabilities, not merely pets.
  • Invest in simple safety measures like bath mats and tread strips in showers to prevent accidents.
  • Implement clear guidelines for handling emergencies involving disabled passengers, ensuring timely assistance.
  • Foster an inclusive and compassionate environment through training, promoting patience and understanding.
  • Recognize the importance of service animals as extensions of the disabled traveler and vital companions.
  • Promote awareness of accessibility requirements for individuals with Parkinson’s and other mobility challenges.
  • Encourage the adoption of accessibility initiatives beyond compliance to ensure the comfort and safety of disabled travelers.
  • Develop standardized protocols for handling incidents involving disabled travelers, ensuring prompt and respectful assistance.
  • Elevate the role of training in transforming attitudes towards disabled travelers, fostering empathy and inclusivity.

Exploring Sustainable Travel: Insights from Andrew Leary, Director of Sustainable Tourism and Partnerships, Leave No Trace

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Andrew Leary headshot
Andrew Leary

By Jennifer Allen

In a recent interview, Andrew Leary, the Director of Sustainable Tourism and Partnerships, shared valuable insights about the intersection of sustainable travel and the post-pandemic travel landscape. The COVID-19 pandemic brought a fresh perspective to sustainable travel, transforming how we view outdoor spaces, communities, and the travel experience itself. Leary’s views shed light on the evolution of sustainability efforts within the United States and beyond.

During the pandemic, people worldwide embraced the outdoors like never before. Leary acknowledged the widespread increase in outdoor activities, highlighting how individuals from diverse backgrounds found solace and connection in natural settings. This surge in outdoor engagement underscored the importance of responsible recreation and stewardship. Leary noted that while positive impacts were evident, negative effects also took place due to the influx of visitors.

He emphasized the growing trend of destination communities and travel professionals taking on active roles in promoting sustainability and stewardship. This involvement aligns with the broader shift towards a more holistic understanding of sustainability, moving beyond the focus solely on outdoor spaces. Fraser explained that sustainability now encompasses considerations for communities, destinations, and various facets of travel.

Leary encouraged everyone, regardless of their level of involvement, to contribute to sustainability efforts. He emphasized that any effort, no matter how small, contributes positively to the cause. The past five years have witnessed a notable change in the sustainability landscape in the United States. The lens through which sustainability is viewed has expanded to encompass not only outdoor spaces but also the well-being of communities and destinations. Similar to making progress in disability inclusion, the key is to start talking about it, and never stop.

Diverse terms such as ecotourism and regenerative tourism have emerged, signifying different dimensions of sustainable travel. Leary introduced the concept of regenerative tourism, which places the community at the center of its focus. This approach prioritizes the well-being and development of local communities, creating a more inclusive and meaningful travel experience. This shift towards community-centered sustainability is shaping the trajectory of global sustainable tourism, including within the United States.

Leary also shed light on the role of various entities in fostering sustainability on a larger scale. He highlighted the importance of federal agencies, local governments, and organizations like the U.S. Chamber of Commerce and Travel and Tourism Advisory Board. These entities collaborate to promote sustainable practices across the travel industry, envisioning a future where sustainability is not only a consideration but also a core principle.

As the interview with Andrew Leary demonstrates, the pandemic acted as a catalyst for reimagining sustainable travel. It heightened awareness of the interconnectedness between outdoor spaces, communities, and the travel experience. Leary’s insights underscore the importance of a collective effort in embracing sustainability, regardless of one’s level of involvement. With the evolution towards community-centered sustainability and the collaboration of various stakeholders, the travel industry is moving towards a more inclusive, responsible, and regenerative future.

The interview with Andrew Leary provided valuable perspectives on the evolving landscape of sustainable travel. His insights emphasized the significance of responsible recreation, community involvement, and the broader understanding of sustainability. As travel professionals, communities, and destinations unite in their commitment to sustainability, the vision of a barrier-free world where all individuals can partake in meaningful travel experiences becomes more achievable than ever before.

The Problem: Ever increasing need for sustainable travel

The solution:

  • Destination communities and travel professionals are actively promoting sustainability beyond outdoor spaces.
  • Every effort, no matter how small, contributes positively to sustainability, akin to progress in disability inclusion.
  • Regenerative tourism focuses on community well-being, creating an inclusive travel experience.
  • Collaboration between entities like federal agencies and local governments promotes sustainable practices in the travel industry.
  • The pandemic highlighted the interconnectedness of outdoor spaces, communities, and travel experiences.
  • Community-centered sustainability and stakeholder collaboration drive the industry towards inclusivity, responsibility, and regeneration.
  • Andrew Leary’s insights stress responsible recreation, community involvement, and a comprehensive sustainability understanding.
  • Commitment from travel professionals, communities, and destinations brings a barrier-free travel vision closer to reality.

Getting the Grant

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Panelist at the Grant Wriitng Workshop at the Emerging Markets Summit sittin on stage with a TravelABility back drop

Left to right: Kristy Durso, Kristine McConnell, Camilo Navarro, Kimberly Danesi, Patrick Lennon, and Courtney Cacatian. (Photo by Jennifer Allen)

By Jennifer Allen

Grant funders and grant recipients converged to discuss the power of grants in enhancing accessibility and inclusion within travel destinations. KellyWolgamott, Director of Marketing with Travel Michigan, and Kevin Wright VP Marketing with Travel Oregon, represented grant funders. They came together with Patrick Lennon, Director of Marketing with Visit Fairfax, Courtney Cacatian, Executive Director for Charlottesville/Albemarle CVB, Kimberly Danesi, CTA and Interim CEO with Galveston Park Board, Camilo Navarro, Co-Founder of Wheel the World, and Kristine McConnell from Visit Central Oregon, to share tips and strategies for landing the grant.

During the discussion with industry experts and grant recipients, a wealth of insights were shared regarding the art of grant writing for inclusive hospitality. They emphasized the importance of strategic partnerships, alignment with accessibility goals, showcasing impact, leveraging technology, community engagement, and the necessity of robust measurement and evaluation processes. However, a poignant reminder emerged from their collective wisdom: accessibility should not be solely dependent on grants. Instead, it should be seamlessly integrated into regular funding and ongoing initiatives within the hospitality industry to create a truly inclusive environment, representative of the diverse population being welcomed. Every travel grant should include accessibility because the disabled are part of the traveler population.

Here are some of the key takeaways:

  • Passion Matters: You need someone with the passion to carry a heavy burden through. 
  • Include Disabled Travelers: Involve disabled travelers in your meetings and presentations to showcase the importance of accessibility and spark passion for the cause.
  • Be Proactive: Don’t wait for grants to initiate change; consider using budget funds for accessibility improvements.
  • Spread Awareness: Ensure that attractions within destinations are aware of grant opportunities for accessibility projects.
  • Simplicity and Eligibility: Keep grant applications simple, and read the fine print to make sure your DMO qualifies and that you’re a good fit. 
  • Pick up the Phone: It’s not only good for clarification, it puts your name forefront in the grant funder’s mind. 
  • Attend the webinar: Learn all you can before completing the application.
  • Diversify Funding: Don’t rely solely on grants; aim for 20% of your budget to impact accessibility.
  • Risk Assessment: Evaluate risks associated with your grant proposal and be mindful of not overspending. Putting the grant together shouldn’t cost more than the return.
  • Stay Informed: Attend webinars and stay updated on grant opportunities and requirements.
  • Energy and Coffee: Approach grant applications with high energy and a cup of coffee – you need to be alert and focused.
  • Use AI: Consider using AI tools for summarizing or enhancing your grant proposals.
  • Build Relationships: Connect with grant providers to make them familiar with your cause and recognize your DMO’s commitment to accessibility and inclusion.
  • Stay Organized: Many grant applications ask the same questions. Perfect your answers, save them in a Google Drive document, then copy and paste.
  • Showcase Impact: Demonstrating how the grant will lead to improved accessibility and inclusivity. Use quantifiable metrics, such as the number of individuals benefiting.
  • Support Your Community: Accessibility increases visitation, but it also benefits the local disability community. Make it a team effort.
  • Go Small: Consider a lot of low-budget, easy changes that can be replicated on a wide spectrum.

How the Disability Community Found Accessible Journeys 

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Photo of the Summer Issue of Accessible Journeys Magazine with a picture of a woman dresses in an off white jumper over a dark shirt

Readership stats: Spring 2022: 780 readers  Fifth Issue: Spring 2023: 1.7 million readers   Average: 370,000

By Jennifer Allen

In the world of travel, embracing inclusivity and accessibility has become paramount. One trailblazer leading the charge is Debbie Austin, the visionary behind the remarkable digital magazine “Accessible Journeys“, published in partnership with TravelAbility.  From modest beginnings to exponential growth, Debbie brought her audience from 780 readers to 1.7 million in less than a year’s time, and transformed her magazine into a beacon of awareness and advocacy, connecting with the disability community and inspiring change within the travel industry. Debbie shared her experiences at the 2023 Travelability Summit, giving practical advice that can be applied in other areas of the travel industry. Debbie breaks it down into four replicable steps:

1. Work with Disability Voices: Amplifying Stories, Connecting Communities

“The trajectory changed when we bought in guest editors, probably because they were sharing from their own travel perspective. It’s not merely an interview we’re having with them, where we have one article. They’re able to look within their own network of resources, and get other people to share their own experiences based on whatever the theme of that magazine is at that point in time. So that is when things started to change. We had Kay, the Awkward Traveler as the first guest editor. She has an invisible disability. Then, the second was Jenn from Wonders Within Reach, who speaks about family travel. Stuff like that has appealed to more people, and we hope that it continues to appeal to people. So with Wonders Within Reach’s issue, we had over 380,000 readers, then we moved on to the spring issue with Cory Lee, where we had 1.7 million readers.” 

These authentic voices resonate deeply, creating a sense of community and fostering genuine connections, extended from the communities they’ve already built.

2. Host Giveaways: Fostering Engagement and Excitement

Through partnerships with travel companies and hotels, the magazine experienced a surge in readership. 

“We did a giveaway with the accessibleGO travel club which has over 90,000 members. And so we saw numbers increase as a result. The second one was with the Schoolhouse Hotel and also accessibleGO.”

This was another great way for expanding reach and getting the magazine in front of new eyes.

3. Utilize Instagram: Harnessing the Power of Visual Storytelling

In the digital age, social media platforms have emerged as gateways to global audiences. Debbie’s revelation regarding the role of Instagram in her magazine’s growth is striking. “That will be social media 100%,” she asserts. “It was mind-boggling when we realized the amount of readers that we attracted.” Leveraging Instagram’s visual appeal, “Accessible Journeys” draws readers in with captivating imagery and shares stories that resonate deeply. The link in the bio leads readers to relevant articles, creating a seamless transition from eye-catching posts to engaging content. The Instagram page for “Accessible Journeys” was only started in February of this year, but exponential growth can be directly linked to the platform by viewing how many people have accessed the magazine through the link in bio.

4. Use Imagery to Attract Attention: Capturing Hearts Through Curiosity

As much as we say not to judge a book by the cover, it’s clear that readership is still linked to the image on the cover of the magazine. 

“What’s on the cover is the draw. Because with Cory, we were talking about adaptive activities. So we had a lot of curious people wondering, ‘okay, adaptive activities, somebody with a disability. How does that work?’ I think that generated a lot of interest. We have several hundreds of thousands of readers, and we linked that to what’s on the cover.”

Using an image that sparks curiosity will hook the reader.

Conclusion

Debbie’s journey with “Accessible Journeys” underscores the impact of intentional inclusivity on the travel industry. Her strategic approach—leveraging giveaways, collaborating with influencers, utilizing Instagram, and prioritizing captivating imagery—has propelled the magazine from its humble origins to a transformative force for change. 

Debbie admits that she doesn’t care why people read it, as long as they do. “I just want them to read it because it’s raising awareness of disabilities and that’s what is really important to us. Because the more you know, the more you can change your perspective of people with disabilities overall, and that means that we will get closer to a barrier free world, which is what we are all about. You want to make sure that people know, so they can change their mindset, their opinions, and their behaviors, because we really do believe that knowledge is key. We’re all about telling stories and raising disability awareness.” Through these stories, she aspires to motivate individuals to embark on their own journeys, regardless of limitations. “If there’s somebody else doing it, chances are you can do it too,” she emphasizes. As “Accessible Journeys” continues to pave the way for a barrier-free world, the travel industry learns the power of sharing, connecting, and advocating for transformation.

Problem: Reaching the disability community through marketing

Solution: Insights from “Accessible Journeys” success:

  • Amplify Authentic Voices:
    • Guest editors with personal experiences foster engagement.
    • Community connections grow through shared stories.
  • Engage Through Giveaways:
    • Partnerships with travel entities expand reach.
    • Giveaways introduce the magazine to new audiences.
  • Leverage Instagram:
    • Visual storytelling on Instagram attracts readers.
    • Bio link guides seamlessly to magazine content.
  • Curiosity-Driven Imagery:
    • Intriguing cover images pique interest.
    • Images that raise questions hook readers.