TravelAbility Insider

The Intersection of Travel and Disability

Accessibility Champion of Change

1 Million Impacted: Meg Raby and KultureCity Create Sensory Inclusion One Bag at a Time

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By Jennifer Allen

While most people are familiar with the five senses, KultureCity teaches about eight. Then they introduce a powerful ninth: the sense of belonging.

Some leaders build programs. Others build belonging.

TravelAbility’s Advisory Board member Meg Raby Klinghoffer is doing both. As Chief Koji Officer at KultureCity, sensory training developer and trainer, writer, speaker, and autistic self-advocate Meg’s default setting is “world changer” – on and off the clock.

KultureCity is the nation’s leading nonprofit in sensory accessibility and inclusion, serving the one in four individuals with invisible disabilities or sensory sensitivities. While most people are familiar with the five senses, KultureCity teaches about eight. Then they introduce a powerful ninth: the sense of belonging.

“Yes, there are tools that are needed. Yes, there’s training that’s needed,” Meg says. “But that foundation of curiosity and empathy toward guests, patrons, and your own staff is essential for actual accessibility and inclusion to happen.”

That ninth sense of belonging is what Meg champions every day.

Leading with Curiosity

If it seems like Meg’s work and life blur together, it’s because her passion is deeply personal and woven through every part of her story. As a child, and an autistic rule-follower, she wore a back brace 23 hours a day for her scoliosis. She had many diagnoses and exceptionalities, but living in constant physical discomfort while navigating life with autism sharpened her empathy early.

It also shaped the advice she now shares with partners across the country: “It’s all about having curiosity about one another.”

In her trainings, she encourages staff to assume guests are well-intentioned. To pause before reacting. To wonder what kind of morning someone may have had. To consider what unseen challenges might be influencing behavior. “It’s not just a cliche phrase, it’s completely truthful: no matter who it is, or how averse to a person you may feel, we have no idea what’s going on in someone else’s life.” When we operate from curiosity instead of judgment, everything changes.

That same empathy extends beyond trainings and boardrooms.

In 2019, Meg published My Brother Otto, a children’s book celebrating neurodiversity and sibling connection. The book has become a powerful entry point for conversations about autism, difference, and belonging.

She also serves as the autistic maternal voice for Scary Mommy, where her honest, often humorous essays on parenting and neurodiversity have reached thousands of readers. Through storytelling, she does what she does best: makes invisible experiences visible.

Turning Passion into Impact

Meg wears many hats at KultureCity. She oversees Koji, the organization’s free AI communication tool within the app. She co-develops and delivers more than a dozen sensory accessibility trainings, including specialized modules for environments like zoos, aquariums, and museums. She leads customer success and partnership engagement. She also helps guide the organization’s growing footprint in travel alongside TravelAbility.

With more than 3,000 certified locations and over one million sensory bags distributed, KultureCity now partners with organizations ranging from local businesses to NFL and NBA venues. Super Bowl host stadiums are required to be trained. Airports across the country are embracing sensory inclusion. Entire cities are exploring certification.

For Meg, success is simple: someone walks into a space, goes to a game, or boards a plane and thinks, They thought of me.

What Keeps it all Moving

When asked about the KultureCity’s fast and steady expansion, Meg brings it back to personal connection and story. There’s always some connection to someone with a need, and that’s what will continue to fuel passion and growth. For example, moved by the story of a coworker’s autistic son, the Salt Lake City International Airport didn’t stop at installing a single sensory room — they built three, thoughtfully spaced throughout the facility. They paired them with staff training and sensory bags for travelers.

When an artistic river tunnel connecting terminals began causing dizziness and migraines for some seniors with dementia, the airport reached out again, asking what more could be done.

Of course KultureCity was ready with suggestions: strobe-reduction glasses, noise-canceling headphones, clear signage, and sanitizing stations on both sides of the tunnel so travelers can borrow tools as they pass through.

“That’s when you know a partner is all in,” Meg says. “When they ask, ‘What more can we do?’”

Creating Cohesion in a Fragmented Space

“There’s so much out there, so many options that it can put you into freeze mode, and you don’t know where to begin,” Meg explains. “The issue with all things disability is there are not a lot of go-to resources with cohesion.” You may look at dozens of options, and they’re all good options, but how do you know which one will make the most difference?

The KultureCity symbol has become a widely recognized sign of welcome for those seeking sensory-friendly spaces. “Our goal is not to be a monopoly, but to be a symbol — that all who see it will think, ‘Oh my gosh. They thought of me, or of my child, or mother, or brother, or sister.’” 

That symbol matters. Because visibility matters.

“We’re in this to make the world better for those who feel unseen,” she says. “It doesn’t have to take much money or much time, and the impact is immeasurable.”

For organizations hesitant to begin, she offers reassurance.

“People will think, ‘I have to change so much.’ And there’s something gentle and inviting about partnering with KultureCity.” It’s accessible and comprehensive — meeting organizations wherever they are on their inclusion journey.

Inclusion doesn’t require perfection. It requires intention.

Accessibility Superstar Spotlight: Toni Bastian

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Toni Bastian with dark brown hair smiling at the camera

TravelAbility’s Accessibility Superstars are individuals who don’t just influence their destinations: they reshape them. Each honoree has led the kind of change that lifts an entire community, creating a culture where accessibility is woven into everyday decisions.

Toni Bastian of Visit Richmond has done exactly that. Under Toni’s leadership, Richmond has become a model for inclusive tourism, launching the Accessible RVA strategic plan, training a network of Accessible RVA Champions, and expanding disability-inclusiveness training for frontline staff. Through quiet determination, practical tools, and a steady belief that everyone deserves to feel welcome, she has helped transform the way Visit Richmond understands and delivers inclusion.

“Everyone deserves to feel welcome and comfortable when they travel.”

When asked why this work matters so deeply to her, Toni goes straight to the heart of it.

“I care about inclusion because everyone deserves to feel welcome and comfortable when they travel,” she says. “Once I stepped into this work, I realized how many small changes can completely transform someone’s experience. That’s what motivates me.”

She’s watched the local mindset shift—not from pressure or mandates, but from genuine learning and shared moments.

“Seeing our community move from treating accessibility as a task to treating it as part of who we are has been incredibly encouraging,” she says. “When a visitor tells us they felt at ease here, or a tourism partner shares something they learned that changed how they operate, it’s a reminder of why this work matters.”

One of those moments still stands out. A historic home in town completed VisitAble’s disability training. What they learned pushed them to take on a challenge that would have seemed daunting before.

“That experience pushed them to work through the process of getting a permit to add a ramp to a previously inaccessible entrance, while still preserving the home’s historic character,” she says. “Now they’re welcoming guests who use wheelchairs, but also anyone who benefits from a ramp. It’s a small change with a huge impact.”

Creating Momentum: “Keep the work simple, practical, and free of pressure.”

Culture change doesn’t happen by accident. She’s spent years figuring out what truly brings partners and leadership on board.

“What’s helped the most is keeping the work simple, practical, and free of pressure,” she explains. 

‘Partnering with VisitAble to offer disability training gave businesses a clear, approachable place to begin. Providing access to disability training gave our tourism partners something concrete to start with, and that made it easier for them to get on board.”

But education alone isn’t what moves people, it’s stories.

“Sharing traveler feedback or hosting disability content creators for familiarization tours and letting partners hear real stories helped leadership understand the impact on a personal level,” Toni says.

Those firsthand accounts shifted mindsets.

“Over time, people began to see accessibility not as a checklist but as a way to welcome more travelers with dignity and warmth,” she notes. “That shift in thinking is what created momentum.”

Advice to Other Destinations: “Start with education… celebrate the small steps.”

Her recommendation to others hoping to build an inclusive culture is clear and actionable.

“I feel that when a destination can help cover the cost of disability etiquette training, it creates a gentle way to start the conversation about reducing barriers and creating equitable travel experiences,” she says. “Beginning with education builds the ‘why’ and moves us away from any kind of ‘gotcha’ mindset.”

She believes the most powerful changes come from hearing directly from people with lived experience.

“Hearing directly from someone with lived experience and the barriers they face every day is what pushes businesses to reduce those barriers, often with a simple fix they may not have previously known about,” she says.

And when partners feel supported rather than judged, everything shifts.

“When tourism partners feel supported, they’re far more willing to try something new,” she adds. “Celebrate progress, even the small steps, because those moments build confidence and keep inclusion in everyday conversations instead of treating it like a side project.”

At that point, inclusion stops being a program and becomes a mindset.

“When it’s part of how you plan, train, and talk about visitor experience, it becomes a natural piece of your culture,” she says. “And that’s when real change happens.”

View the Full Superstar Gallery

TravelAbility Announces 2025 Accessibility Superstars: The Architects of Inclusive Culture

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Only a select few have been named as TravelAbility’s Accessibility Superstars. These industry leaders have gone beyond tireless advocacy to complete cultural overhauls. Their efforts have not only transformed policies, practices, and mindsets, but have also inspired global movement towards equitable travel experiences. They have laid a new foundation for an accessible future.

Toni Bastian: Transforming Richmond’s Tourism Landscape

Toni Bastian with dark brown hair smiling at the camera

Toni Bastian from Visit Richmond has transformed accessibility from a checklist into a mindset. Under her leadership, Richmond’s tourism culture now embraces accessibility as a core value—from frontline hospitality to strategic planning. Toni’s efforts have enabled local businesses to see accessibility not as an obligation, but as an opportunity to welcome all travelers with dignity and warmth.

Superstar Initiatives:

  • Accessible RVA Strategic Plan: A comprehensive plan that integrates accessibility into Richmond’s tourism strategy, ensuring that all visitors have a seamless experience.
  • Accessible RVA Champions: A program that trains local businesses to become more accessible, fostering a community-wide culture of understanding and respect.
  • Disability Inclusiveness Training: Workshops designed to educate frontline staff about disability etiquette, enhancing the overall visitor experience.

Sasha Blair-Goldensohn: Pioneering Accessible Navigation at Google

Sasha wearing a light blue shirt and gray pants poses in his wheelchair in a NY Subway station

Sasha Blair-Goldensohn from Google Maps has redefined what it means to build for everyone. His advocacy has sparked systemic change within Google, embedding accessibility into product development, UX design, and global mapping standards. Sasha’s lived experience and relentless drive have helped cultivate a culture where accessibility has been a model for innovation. In addition to mapping accessibility, he’s actively advocating for building accessibility as the voice behind NYC’s commitment to an accessible Metro system.

Superstar Initiatives:

  • Wheelchair-Accessible Transit Routes: Because of Sasha, Google Maps offers wheelchair-accessible transit routes in over 20 cities, in addition to widespread accessible walking route options, helping users navigate public transportation with ease.
  • Accessibility Icons: Through Sasha, Google Maps added icons indicating which establishments are wheelchair accessible, providing users with essential information at a glance. These icons have been expanded to include accessibility details for all canvassed locations.
  • Detailed Voice Guidance: Launched enhanced walking directions for individuals with low or no vision, improving navigation in unfamiliar areas.
  • Crowdsourced Accessibility Information: Thanks to Sasha’s efforts, Google Maps now provides crowdsourced accessibility information for more than 50 million places, empowering users to make informed decisions about their travel destinations.

Tami Reist: Championing Accessibility in North Alabama

Tami Reist smiling with long blond hair

Tami Reist from North Alabama Mountains and Lakes has championed accessibility across rural tourism with unmatched zeal and creativity. She’s cultivated a regional culture where accessibility is a celebrated value. From training local partners to spotlighting accessible trails and attractions, Tami’s leadership ensures that accessibility is not just an afterthought—it’s proudly visible in every visitor experience.

Superstar Initiatives:

  • Accessibility Handheld Guide: Published a print guide on accessible adventures, covering multiple disabilities and including sample itineraries.
  • Destination Verified Status: The region earned “Destination Verified” status for accessible travel, marking a significant step forward in inclusive tourism.
  • All-Terrain Mobility Device Donation: Through a TVA grant, Tami’s team purchased a state-of-the-art all-terrain hopper and donated it to Joe Wheeler State Park, allowing individuals with mobility challenges to explore rugged trails and scenic landscapes more freely.
  • Inclusive Marketing: Launched a new accessibility website alongside hosting disability content creators and sharing multimedia itineraries.

Honoring the Architects of Inclusive Culture

Toni, Sasha, and Tami exemplify the essence of leadership in the realm of accessible tourism. Their unwavering dedication to creating inclusive environments has not only transformed their respective regions but has also set a global standard for what it means to be truly accessible. As we celebrate their achievements, we are reminded that true accessibility is not merely about removing physical barriers but about fostering a culture of inclusion, empathy, and respect.

To Toni, Sasha, and Tami—thank you for showing us that true accessibility is not just what we build, but how we lead. You are the architects of inclusive culture and we honor you as TravelAbility Superstars.

Champions of Change: David Kinzelman Pilots Progress at United Airlines 

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David Kinzelman smiles in a gray suit.

“Several things in my personal life have helped me better understand the challenges people with disabilities often encounter,” Kinzelman shared. “My aging parents, for instance, now sometimes require accessibility devices when they travel. I also have a family friend with a disability who requires a wheelchair for mobility.”

As the executive sponsor of Bridge—United Airlines’ business resource group for people of all abilities—Kinzelman is in a position to do more than observe. He’s helping to shape the airline’s accessibility strategy from the inside out. “Although our teams around the world work hard every day to accommodate the needs of all our customers and safely handle their mobility devices, we see more opportunities to make the experience even better,” he said.

Embedding Accessibility into Every Decision

At United, Kinzelman’s goal is clear: “Our top priority is to provide a safe and comfortable journey for all our customers, especially those who require additional assistance.” Accessibility, he said, is something the company strives to embed into every decision. “When we make the travel experience more accessible for those who need it, we make it better for everyone.”

Building on 15 Years of Progress

United has taken several concrete steps to back up that philosophy. Fifteen years ago, the airline created the Accessible Travel Advisory Board, which includes 10 leaders from the disability community. The board provides consistent feedback and shares best practices from across and beyond the airline industry.

“More recently – in 2023, we became the first U.S. airline to add Braille to aircraft interiors so travelers with visual disabilities can navigate the cabin independently, and this year we introduced placards that add tactile elements for those who don’t read Braille,” Kinzelman shared.

Practical Tools for Wheelchair Users

The airline also launched new digital tools and policies for passengers who use wheelchairs, including a filter to help determine which aircraft can accommodate specific mobility devices. If only a higher-fare flight can accommodate a wheelchair’s size, United refunds the fare difference.

“So far, more than 25,000 customers who travel with wheelchairs have already used the tool since it launched,” Kinzelman said.

Feedback from those customers helped contribute to a nearly four-point improvement in customer satisfaction scores compared to a year earlier.”

In October, United announced a new partnership with the United Spinal Association, bringing in their expertise to help improve accessibility throughout the travel experience.

Enhancing the Journey at Every Touchpoint

Kinzelman noted other ongoing improvements as well: “Our seatback entertainment screens now offer a wider range of accessible features such as closed captioning, text-to-speech controls, magnification, explore-by-touch capabilities, and audio-described movies. We also recently enhanced our mobile app’s support for assistive technologies and offer customers more tools to find accessibility services at airports.”

Internally, United’s Bridge employee group is helping to ensure the workplace is inclusive and supportive of employees with disabilities. “Our employees help create a workplace environment where all can strive to achieve their maximum potential and support our commitment to being an ally for customers with disabilities,” Kinzelman said.

Overcoming Complexity with Collaboration

Building accessibility across a global airline isn’t simple. “With a company as large as ours, there are many different work groups that touch the travel experience for our customers. Many teams must come together to make change,” Kinzelman explained.

To solve this, United created a centralized team to oversee accessibility efforts and serve as a hub across the organization. “This is important in ensuring as consistent of a travel experience as possible while customers transit more than 350 United locations around the globe,” he said. “This team is listening to our customers with disabilities every day and working to make us better.”

Looking Back and Moving Forward

When asked what accomplishments he’s most proud of, Kinzelman expressed that what makes him proud is, “The way United has created a welcoming and safe space for customers and employees of all abilities. Our different abilities create our collective strength, and we will continue to focus on strengthening that culture.”

His inspiration comes from travelers themselves. “Candidly, I am inspired by those who do not let a disability limit their ability to travel to see family, friends or exciting locations around the globe,” he said. “We will continue to do everything we can to remove barriers and enhance their experiences.”

For others hoping to advance accessibility in 2025 and beyond, Kinzelman’s advice is both simple and powerful:

Making real, demonstrable progress is a long journey, but you can start by simply appreciating that a certain percentage of the population—customers, employees, neighbors in your community—have special needs. Including and listening to that population creates opportunities, expands your reach and builds an organization that people want to work for and do business with.”

Champion of Change: How Ross Calladine Built a Visit England Platform That’s Elevating Accessible Tourism

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From an interview with Ross Calladine

When Ross Calladine began his career in tourism, he never expected to become one of the UK’s most influential voices in accessibility. But after joining VisitBritain/VisitEngland in 2008, a new opportunity emerged—one that would reshape not only his career but also the tourism landscape across the country.

“I identified that the needs of disabled people and others with accessibility requirements were not being adequately met,” Ross explains. “This represented an opportunity for the tourism industry.”

With no defined roadmap in place, Ross built a strategic program from the ground up and became a champion for this crucially important area.

In January 2024, he was named Accessibility and Inclusion Lead at VisitEngland, a dedicated role he worked more than a decade to carve out.

Building Momentum Without a Budget

Change, however, wasn’t easy.

“Resource and capacity have always been a challenge,” Ross admits. “For many years there was very little, or no budget allocated to this area of work.”

Instead of waiting for funding, Ross formed partnerships with like-minded organizations. He found creative ways to drive progress by embedding accessibility into broader programs, including his previous role as Head of Business Support. His efforts culminated in impactful projects that inspired destinations and businesses to think differently about inclusion.

Prior to accepting his dedicated senior role as Accessibility and Inclusion Lead, he spent almost 11 years as Head of Business Support, which meant strategic leadership and delivery of his accessibility work went alongside leading several other major programs such as VisitEngland Awards for Excellence.

Milestones Worth Celebrating

Ross’s résumé reads like a blueprint for transforming tourism. 

“Having worked in this field for almost 17 years, I’ve had the pleasure and privilege of delivering a wide range of initiatives. These have ranged from initiating a conference on ‘Unlocking the Purple Pound’ in 2015 to holding a ‘think tank’ event for key stakeholders that led to me establishing England’s Inclusive Tourism Action Group (EITAG), a group I continue to convene quarterly.”

In 2011, he piloted a new approach to developing accessible itineraries—work that caught the attention of the European Commission and led to a national Access for All project.

From 2014 to 2016, VisitEngland partnered with seven destinations and 56 businesses, generating £32.7 million in incremental economic impact—nearly triple their original goal. The success didn’t stop there.

“Following this success we then ran the North York Moors Accessibility Project from 2021 to 2023.” The campaign won Digital PR Campaign of the Year 2023 at the TravMedia Awards, while a YouTube campaign in the Netherlands earned over nine million impressions and 8.2 million views—far exceeding targets.

Another standout achievement is the Accessible and Inclusive Tourism Toolkit for Businesses, developed with design agency Mima. “The landing page was the third most visited page across the VisitEngland/VisitBritain industry website in 2024,” Ross notes. A companion toolkit now helps accredited Local Visitor Economy Partnerships (LVEPs) build accessibility into their destination strategy.

In recognition of his work, Ross was appointed Disability and Access Ambassador for the tourism sector by the UK Government in 2022. In this role, he continues to advocate for improvements in the accessibility and quality of services across the industry.

Fueled by Injustice—and Hope

What drives Ross after nearly two decades of work in accessibility?

“It is the ongoing injustice and inequality that disabled people experience daily,” he says. “Also, the fact that 50% of people who identify as disabled did not take a holiday in England in the last 12 months, compared to 35% of non-disabled people.”

“My family, friends, colleagues and acquaintances—anyone with accessibility requirements who seek equitable experiences—should be able to find them,” he says.

“Tourism should be for everyone and tackling barriers is everyone’s responsibility.”

The Road Ahead

Ross isn’t slowing down anytime soon. VisitEngland continues to lead the industry towards delivering more accessible and inclusive tourism experiences for all—driving growth of the Tourism Purple Pound, currently worth £14.6 billion in England annually. In 2025 and beyond, he plans to continue leading VisitEngland’s charge toward a more inclusive industry by:

  • Upskilling businesses to deliver accessible experiences.
  • Supporting our new portfolio of LVEPs to develop and promote accessible tourism in their destinations. 
  • Hosting England’s Inclusive Tourism Action Group.
  • Leading initiatives to improve the holiday planning experience for visitors with a wide range of accessibility requirements.

His five-year vision? “To lead the work program from strength-to-strength, supporting destinations and businesses across England to break down more barriers and see more people enjoying all that England has to offer.”

Advice for the Next Wave of Accessibility Leaders

For those looking to follow in Ross’s footsteps, he offers practical advice.

“At a time where some narratives may discourage a focus on inclusion, redouble your efforts,” he urges. “Be confident that whilst accessibility and inclusion is the right thing to do ethically (and often a legal responsibility), the Purple Pound means that it’s great for business.”

And perhaps most importantly: “Excellence does not require perfection. You will never be accessible to everyone, but you can always be accessible to someone. So, aim for continuous improvement, offering everyone a warm welcome and great customer service to deliver memorable visitor experiences.”

With that mindset—and leaders like Ross Calladine paving the way—the future of accessible tourism in England looks brighter than ever.

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