TravelAbility Insider

The Intersection of Travel and Disability

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Accessibility Playbook Quiz: Do You Speak Accessibility Fluently?

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(No trick questions… just real-world moments.)

Take the Quiz!

How’d you do?

If any of these made you pause (or rethink a phrase you’ve used), you’re exactly where you should be. Find the correct answers and more on disability language in this TravelAbility Playbook snippet.

COMMUNICATION GUIDANCE

Part of what makes communicating challenging is that people with disabilities are not a homogenous group. A good practice is to ask how someone prefers to describe themselves and, if you inadvertently offend someone with your language, apologize and ask them to share with you their preferred language. There are generally two ways to approach this: person-first or identity-first. Neither is right or wrong; we should simply honor an individual’s preference.

Person-first language: Person-first language emphasizes the person first — their individuality, their complexity, their humanness and their equality.

Example: “A person with a disability” Identity-first language: Identity-first language emphasizes that the disability plays a role in who the person is and reinforces disability as a positive cultural identifier.

Example: “Disabled person”

TIPSUSEDO NOT USE
Emphasize abilities, not limitationsPerson who uses a wheelchairConfined or restricted to a wheelchair, wheelchair bound
Person who uses a device to speak Can’t talk, mute
Do not use language that suggests the lack of somethingPerson with a disabilityDisabled, handicapped
Person of short stature Midget
Person with cerebral palsyCerebral palsy victim
Person with epilepsy or seizure disorderEpileptic
Person with multiple sclerosis Afflicted by multiple sclerosis
Emphasize the need for accessibility, not the disabilityAccessible parking or bathroomHandicapped parking or bathroom
Do not use offensive language Person with a physical disabilityCrippled, lame, deformed, invalid, spastic
Person with an intellectual, cognitive, developmental disabilitySlow, simple, moronic, defective, afflicted, special person
Person with and emotional or behavioral disability, a mental health impairment, or a psychiatric disabilityInsane, crazy, psycho, maniac, nuts

Avoid language that implies negative stereotypes		Person without a disabilityNormal person, healthy person

Facing FOMU (Fear of Messing Up): Turning Risk Into a Business Advantage

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By Brittany Martin Déjean

Do you ever find yourself feeling uneasy interacting with people with disabilities or hesitating to discuss disability altogether?

When it comes to disability inclusion, many leaders and professionals face FOMU—the Fear of Messing Up. It is a common human experience fueled by misconceptions, assumptions and lack of confidence. Combine this with the fear of the potential “blowback” from a mistake, and you have a recipe that normalizes avoidance and denial as default reactions. When we let our fear lead to silence or inaction, we inadvertently stall the very progress we hope to achieve. 

The Problem with Avoidance

Avoidance might feel safe in the short term, but it’s not a strategy. It prevents genuine connection and empathy required for true inclusion. If we are too afraid to speak or act, we can’t grow. More importantly, we can’t foster an environment where others feel safe to learn from and with us. 

From Punishment to Accountability

Many good people want to do better, but don’t know where to start. Mistakes often feel threatening because of the fear of shame or punishment for errors. Fostering growth is not about avoiding or overlooking mistakes, but about practicing empathetic accountability. This looks like: 

  • Acknowledging Harm: Validating the experience of those affected by the mistake.
  • Educating: Providing the training and knowledge to course correct.
  • Creating Psychological Safety: Making a conscious effort to ensure people feel safe enough to be imperfect. 

Striking the Balance

Inclusion isn’t about getting an “A” on an exam, it’s about awareness and human connection. Have an open mind to learn more about people whose lives, backgrounds and experiences are different from your own and challenge any preconceived notions and assumptions. Transform mistakes into opportunities for growth. Cultivate a culture in your business that welcomes imperfection. 

Real change happens in the small, daily decisions to prioritize empathy over fear. As we look toward 2026, commit to dismantling FOMU and embrace the lessons that only come through honest, imperfect action. It’s a great way to strengthen your business and amplify your impact. 

Brittany Martin Déjean smiles in a professional headshot against a light background. She has short curly brown hair and wears a black blazer with turquoise drop earrings, looking directly at the camera with a warm, confident expression.

Brittany Martin Déjean is a Keynote Speaker and Inclusion Expert who helps non-disabled people get comfortable with disability, mitigate hidden risk, and improve business outcomes. To learn more about her offerings, connect with her on LinkedIn.

TravelAbility Summit Session Cheatsheet: In Conversation with Sasha Blair-Goldensohn

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When you leave your house, do you know if you’ll be able to access the place you’re going? Can you get through the door? Use the restroom? Find an accessible path? These are questions many people with disabilities face every day. One helpful tool is Google Maps’ accessibility features. At the 2025 TravelAbility Summit, our CEO Jake Steinman sat down with Sasha Blair-Goldensohn, Google Maps’ Disability Inclusion Lead and wheelchair user, to discuss his story, how Google Maps is making accessibility visible, and how individual advocates can drive meaningful change. Read our one-page recap below.

2026 TravelAbility Tampa 2026 ad featuring a group of people including a wheelchair user enjoying a mead in downtown tampa. the summit dates are listed.

Want to be part of these conversations in real time? Join us at next year’s TravelAbility Summit, taking place November 9-11, 2026 in Tampa, Florida. The summit brings together destinations, venues, and industry leaders committed to making travel and events more inclusive for everyone.

Session Recap

Jake Steinman and Sasha Blair-Goldensohn on stage at the 2025 TravelAbility Summit.

October 15, 2025 

Speakers 

Overview

Sasha Blair-Goldensohn shared his personal journey from Google Maps engineer to accessibility activist after a life-altering spinal injury in 2009. His experience navigating the world in a wheelchair exposed major gaps in accessibility—not just in infrastructure, but in information. Sasha used his platform at Google and through legal advocacy to expand elevator access in NYC, influence global mapping standards, and make accessibility information visible to millions of users around the world.

Key Insights

  • A single individual can create systemic change in infrastructure, policy, and global products.
  • After becoming disabled, Sasha recognized that accessibility in maps was broken: you could find great restaurants, but not whether you could get in the door or use the bathroom.
  • His activism helped secure a legally binding agreement forcing the NYC subway system to install elevators—tripling the installation rate.
  • Google Maps now displays accessibility icons by default, not just for disabled users—because accessibility benefits everyone (wheelchairs, strollers, deliveries, aging travelers).
  • 50 million+ places worldwide now have verified accessibility data through Google Maps.
  • 125 million Local Guides contribute to crowd-sourced information, adding global scale.
  • Accessibility details continue to expand: entrances, restrooms, parking, seating, hearing loops, and more.
  • AI tools are enabling destinations to generate custom accessible maps with simple prompts—no big development team needed.
  • New features in development include visual AI street descriptions for blind / low-vision travelers.

Actionable Takeaways for Destinations

  • Encourage local businesses to update their own accessibility info on Google Maps—it’s free and visible to travelers everywhere.
  • Use Maps’ accessibility features in marketing: “highly-rated wheelchair accessible cafés in ___”.
  • DMO staff can create custom accessible maps using Google’s “Build with AI” tool.
  • Add QR codes on websites or printed guides linking directly to Google Maps with accessibility filters applied.
  • Partner with Local Guides or disability advocates to verify accessibility information at scale.
  • Advocate for infrastructure improvements—Sasha demonstrated that legal action + public visibility works.

Notable Quotes

  • “Disability isn’t those people over there — it’s all of us.”
  • “Nobody signs up for this community, but once you’re in it, you realize its beauty.”
  • “You can find soup dumplings… but can you get in the door or use the bathroom?”
  • “When the icons are on by default, accessibility becomes real for everyone.”
  • “A single person really can change the world.”

What to Know Before Hosting an Adaptive Sports Event 

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Adaptive sports events build community, elevate destinations, and create meaningful access for athletes with disabilities. In this session recap from TravelAbility Summit 2025, leaders from Richmond Region Tourism, the National Ability Center, and TravelAbility came together with athlete ambassador Sue Ellen Henneberry to share what it truly takes to host adaptive sporting events that work. Drawing on real-world experience, the panel explored how destinations can balance inclusion, logistics, and collaboration to deliver high-impact events that empower athletes and leave a lasting local legacy.

2026 TravelAbility Tampa 2026 ad featuring a group of people including a wheelchair user enjoying a mead in downtown tampa. the summit dates are listed.

Want to be part of these conversations in real time? Join us at next year’s TravelAbility Summit, taking place November 9-11, 2026 in Tampa, Florida. The summit brings together destinations, venues, and industry leaders committed to making travel and events more inclusive for everyone.

Session Recap

October 13, 2025 

Speakers 

● Toni Bastian – Director of Accessibility & Tourism Sales, Richmond Region Tourism 

● Jamie Starr – Director of Marketing, National Ability Center 

● Kristy Durso – Founder, Incredible Memories Travel / Ambassador, TravelAbility ● Guest Contributor: Sue Ellen Henneberry, Athlete Ambassador, Sportable 

Session Overview 

This session explored how destinations can successfully host adaptive sporting events—balancing inclusion, logistics, and community collaboration. Drawing from the experiences of the National Ability Center in Utah and Richmond Region Tourism in Virginia, panelists shared best practices for designing accessible, high-impact events that empower athletes with disabilities and engage local communities. 

Key Insights 

  • Inclusive adventure as tourism driver: The National Ability Center (NAC) has evolved over 40 years from a veteran ski program into a year-round adaptive recreation hub with 6,000 participants and 33,000 experiences annually. 
  • Community integration: NAC welcomes families and caregivers alongside participants, emphasizing shared adventure over separation. 
  • Economic impact: Adaptive events generate substantial tourism spending and strengthen brand identity through inclusion. 
  • DMO leadership: Richmond Region Tourism partnered with Sportable to host the National Wheelchair Basketball Association Championships—welcoming 400 athletes, 10,000 spectators, and $1.1 million in annual tourism revenue. 
  • Training and collaboration: Over 2,500 airport, hotel, and attraction staff in Richmond received disability etiquette training through partnerships with Visitable and MobilityWorks. 
  • Universal design in venues: Facilities like the Henrico Sports & Events Center were built beyond ADA compliance, incorporating lived-experience consultation from Six Wheels Consulting. 

Actionable Takeaways 

  • Plan collaboratively: Include athletes, disability organizations, and accessibility experts from the start. 
  • Invest in training: Frontline staff interactions shape visitor impressions more than measurements or specs. 
  • Communicate transparently: Avoid blanket “fully accessible” claims; provide detailed accessibility info so travelers can make informed decisions. 
  • Anticipate logistics: Coordinate with connecting airports, rideshares, and DME suppliers for seamless travel. 
  • Show, don’t tell: Use video tours and athlete testimonials to visually demonstrate accessibility.
  • Leverage tech and data: NAC uses Salesforce and updated IT systems to manage participant flow and experience tracking efficiently. 

Notable Quotes 

  • “Accessibility isn’t a destination—it’s about meeting individual needs so everyone can experience your destination.” — Kristy Durso 
  • “Don’t be afraid to bring an adaptive event to your city. With community collaboration, you can do it.” — Tony Bastian 
  • “It’s not about separate spaces—it’s about shared adventure.” — Jamie Starr
  • “Videos showing accessibility give people the freedom to explore without fear.” — Sue Ellen Henneberry

Practical Hacks From the Accessibility Playbook: Put Your Website to the Test

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Accessible websites are often the first point of contact between a destination and a traveler. When key information is hard to find or impossible to navigate with assistive technology, travelers with disabilities are excluded before a trip even begins. This excerpt from the Accessibility Playbook breaks down practical, easy to implement website accessibility best practices that improve usability for everyone. Before you dive in, take this quick three question quiz to test your knowledge and see how accessible your website really is.

Take the Quiz!

Accessible Website Guidance

  1. Screen-reader Compatible Web Pages: Web pages must be readable by electronic “screen readers”, which are devices commonly used by the visually impaired to surf the internet.
  2. Alt-tagged Images: Images must have “alt tags” (a type of metadata) which will help visually impaired users to identify the image via text or via a screen reader. Search engine optimizers will know of alt-tags as a way to optimize images for ranking high in ‘Google Images’.
  3. Alt-tagged Tables: If you’re using tables on any web pages, they must also have alt-tags
    to help explain each column via text. The user’s screen reader will then read that text aloud, describing the contents of the table.
  4. Automatic Scripting: Any scripted display usage of image mapping should be accompanied by textual alternatives.
  5. Style Sheet Independence: Your web pages should be readable to screen readers, most of which cannot load style sheets.
  6. Accessible Forms: Web forms should be usable without a mouse, and each field should be
    labeled.
  7. Text Links to Plugins: If your website requires a specific plugin to work correctly, you
    should present the link to that plugin in text form.
  8. Color Schemes: Your website should not contain any colors or color combinations that are either integral to the correct usage of your website, or which may confuse those with color blindness in any way pertaining to your website, products or services.
  9. Keyboard-friendly Browsing: Your website shouldn’t be reliant on the usage of a mouse or touchpad. Users who wish to navigate using only keyboard keys should be able to do so.
  10. Harmless Website Design: Your website should not serve images or videos that can cause
    seizures.

Conduct a Website Audit

Website audits are a necessary process to assess how well your website meets the needs of people with disabilities, conforms to Web Content Accessibility Guidelines (WCAG) and complies with relevant regulations. While a website audit can be conducted by a member of your organization, it is always helpful to engage a third-party expert, like UserWay Scanner.

Accessible Landing Page Guidance

KEY ELEMENTS DETAILS
Statement“We are pleased to welcome visitors of all abilities. This page features a variety of accessible attractions, museums, recreational activities, and hotels to help visitors and local residents with disabilities discover what they can do in
[Destination].”
PlacementFeature landing page on homepage or at top navigation bar for easy access.
Things to DoIdentify accessible attractions and experiences, and provide direct links to
their accessibility pages.
Highlight Accessibility Advocates and ProgramsShowcase relationships with organizations like Wheel the World, KultureCity, or Hidden Disabilities Sunflower Program. If you a certified partner in sensory accessibility and inclusion, link your website directly to the KultureCity App.
Hotels & LodgingList accessible hotels, highlight hotels with pool lifts exceeding ADA requirements, and survey hotels for detailed accessibility info. If partnering
with Wheel the World, link directly to their booking page.
Suggested ItineraryList accessible hotels, highlight hotels with pool lifts exceeding ADA requirements, and survey hotels for detailed accessibility info. If partnering
with Wheel the World, link directly to their booking page.
TransportationBuild an accessible itinerary with state/provincial/national stakeholders, and
include links to relevant articles and media coverage.
Medical Supplies & ServicesProvide links for wheelchair/scooter rentals and medical equipment rentals.
Outdoor Spaces and TrailsProvide accessibility links for nearby parks, hiking trails, points of interest, botanical gardens, and zoos.
Sports and Performance VenuesLink to accessibility pages for college/professional stadiums, arenas, racetracks, symphonies, ballets, operas, theatres, and prominent nightclubs.
Dining & FoodList accessible-compliant and sensory-friendly restaurants.
Enhanced EngagementIncorporate video testimonials from visitors with different disabilities.
Industry Collaboration & Drop-Down MenusSurvey industry partners to uncover accessibility features, and build a user-friendly drop-down menu for mobility, blindness/low vision, deafness/hard of hearing, and autism/neurodiversity.
Tagging & Search OptimizationTag accessibility links by disability type, allowing users to filter and search. Locations with multiple features should appear under each relevant category.
Involve Disabled VoicesInvite individuals with disabilities to write articles, review experiences, and contribute to the landing page experience.

Best practice landing pages

There’s no one-size-fits-all when it comes to accessible landing pages. To get inspired, take a look at these destinations who have made great strides:

  • Discover Lancaster: Discover Lancaster’s accessibility page helps travelers plan with confidence by providing specific and reliable information on features like ramps, braille signage, and service animal accommodations.
  • Explore Minnesota: Explore Minnesota’s accessibility page stands out for its filterable, extensive accessibility features. This empowers users to customize searches by their unique needs, making trip planning more efficient and tailored.
  • Visit Ann Arbor: Visit Ann Arbor’s page builds trust through recognized certifications and showcases inclusive experiences in the community.
  • Visit Charlottesville: Visit Charlottesville’s accessibility page instills confidence in travelers with vetted information. It helps travelers plan for practical needs, such as bed and restroom dimensions, by providing verified credentials.
  • Visit Denver: The Visit Denver accessibility page demonstrates a commitment to accessibility with leadership in ADA compliance and top disability access rankings.
  • Visit Fort Wayne: Visit Fort Wayne’s accessibility page engages local stakeholders and promotes inclusive recreation with community-driven resources and adaptive sports highlights.
  • Visit Scotland: The VisitScotland accessibility page offers comprehensive, trustworthy, and easy-to-understand resources that cater to a wide range of accessibility needs.

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