Conferences & Events
It’s a S**t Show: Disabled Travelers Share their Worst Memory
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.
Getting the Grant
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.
Innovations that Drive Accessibility
Correcting color blindness with Enchroma Glasses
By Jennifer Allen
Each year, the InnovateABLE Showcase features leaders in a world where innovation is paving the way for progress. The event brought together a carefully curated selection of innovations, technologies, and services, each presenting a unique solution to breaking down barriers and creating a more inclusive world. Check out the highlights chosen for this year’s showcase.
Enchroma – Revealing the World’s True Colors
Kent Streeb presented Enchroma, a revolutionary solution for individuals with color blindness. Enchroma glasses unlock a world of vibrant colors, enabling those with color vision deficiencies to experience the full spectrum of hues. The glasses are tailored to specific needs of the most common types of color blindness, enabling the user to see colors never experienced before. For the first time, vibrant landscapes and artworks are accessible to all.
TranslateLive – Opening Pathways of Communication
TranslateLive, founded by Peter Hayes, is the first language communication solution that allows people to easily and instantly have a real-time, natural back-and-forth conversation, no matter the language, disability, device or location. Using the All-In-One ILA Pro Device, users can speak, spell out loud, or type, and the entire conversation is immediately communicated to the other party in their chosen language. TranslateLive ensures that everyone can participate actively in conversations and access information seamlessly. By harnessing the power of technology, TranslateLive unveiled a new realm of communication where diversity of languages was no longer an obstacle.
Picture Live – Experiences for All Senses
Alain Cloet, the visionary behind Picture Live, showcased an innovation that transforms sightseeing for individuals with visual or hearing impairments. Through tactile plates, audio descriptions, and sign language, Picture Live crafts immersive experiences. The historic center of Ghent serves as an example of the incredible difference the technology can make for the disability community. This innovation makes the world accessible in a new way, proving that accessibility could be a gateway to richer, more meaningful connections with the world.
Senior Travel Companion Service – Empowering Seniors to Explore
Carol Giuliani’s Senior Travel Companion Service took the stage, offering tailored trip planning and travel escort services to seniors and couples. With a wealth of caregiving and fiduciary experience, this service empowers seniors to embark on journeys that are both enriching and accessible through the planning and company of a personal escort. Carol not only meets the needs of her clients with a range of needs, including dementia, but she trains others to do the same – extending her reach and helping a more diverse population around the country. By recognizing the unique needs of older travelers, this innovation redefines the concept of age and wanderlust, encouraging seniors to explore the world with confidence.
Grit Freedom Chair – Defying Boundaries of Mobility
Derek Sanchez introduced the Grit Freedom Chair, an engineering marvel that merges the functionality of a manual wheelchair with the versatility of a mountain bike. This innovation provides individuals with diverse abilities the freedom to explore terrains that were once considered inaccessible. The chair is rugged enough for mountain trails, and can be folded up to fit in a DMO closet or personal car trunk – bringing accessibility anywhere. From mountain trails to sandy beaches, the Grit Freedom Chair celebrates the spirit of adventure, proving that mobility challenges can be overcome with creativity and determination.
My Stream – Harnessing Connectivity for All
Richard Zelson’s MyStream, improves wireless connections and unlocks new accessibility services on existing smart devices, both online and offline. MyStream can enable live HD audio to be streamed right to attendees’ own devices and hearing-aids in theaters and cinemas; seamlessly deliver video and other accessibility content in museums and visitor-centers even if visitors’ devices are offline, and more. The innovation’s adaptability showcased the evolving landscape of accessibility, where technology seamlessly catered to diverse needs, making experiences richer and more inclusive.
The InnovateABLE Showcase illuminated a path toward a more inclusive future, celebrating innovations that transcend barriers and redefine possibilities. From bridging language gaps to enabling immersive experiences and empowering seniors, each innovation highlighted the transformative power of human ingenuity. The event reinforced the idea that accessibility, is more than a nice concept – it can be made tangible through the dedication of individuals who believe in a world where every person can participate and thrive. As these innovations continue to make waves, they remind us that progress is possible when innovation is guided by the vision of a barrier-free world for all.
The Problem: Connecting the disabled with the world around them
The Solution: Innovative tech that connects the user with their environment.
Enchroma – Revealing the World’s True Colors
Glasses designed to help individuals with color blindness experience the full spectrum of colors.
Price: $250-$450. Contact support@enchroma.com.
TranslateLive – Opening Pathways of Communication
TranslateLive offers real-time language communication using the ILA Pro Device, enabling natural conversations regardless of language, disability, device, or location.
Price: Varies by device and subscription – starting around $1,000. Contact info@translatelive.com.
Picture Live – Experiences for All Senses
Transforms sightseeing for individuals with visual or hearing impairments through tactile plates, audio descriptions, and sign language, providing immersive experiences.
Price: Specific to the project. Enquire at info@picturelive.org.
Senior Travel Companion Service – Empowering Seniors to Explore
Service offering tailored trip planning and travel escort services for seniors and couples, including those with unique needs like dementia.
Cost: Varies by trip. Contact carolsgiuliani@gmail.com.
Grit Freedom Chair – Defying Boundaries of Mobility
Combines manual wheelchair functionality with mountain bike versatility, enabling individuals with diverse abilities to explore challenging terrains.
Price: Starting around $3,000. info@gogrit.us.
My Stream – Harnessing Connectivity for All
Enhances wireless connections and delivers accessibility services on smart devices, even offline. It caters to various needs, such as live audio streaming and accessibility content in museums.
Price: info@MyStreamTechnologies.com
The Future of Hotels and Accessibility
Caption: L-R, Suzanne Edwards, Airbnb; Alvaro Silberstein, Wheel the World; Alan Fyall, Rosen College of Hospitality Management; Mike May, American Printing House for the Blind; John Morris, Wheelchair Travel. (Photo by Houston Vandergriff)
By Jennifer Allen
A diverse panel of experts from the travel industry convened at the 2023 Travelability Summit to share their experiences with the evolution of accessible travel. Each unique perspective offers a view into the world of change and how to be a part of progress. The panel was moderated by John Morris, Founder of Wheelchair Travel.org
Mike May – Perspective of Blind Guests
It’s no simple feat to get from home to the app to the transportation to the hotel – and that’s “where the fun begins,” jokes Mike May. Mike’s travel experiences could be a training session of their own.
“Often when I check in, unless I say something, they’ll just automatically put me in the disability room. And sometimes that’s confusing to me, I think, ‘Where is the shower? Oh, I’m already in the shower.” In Mike’s case, not only do roll in showers and wide doorways not mean anything, they may even add confusion.
“It’s about the lack of access to information. And that information is in different forms. It could be information through print materials, to visual signs, to location information, and then also to people information.” A simple greeting goes a long way to a blind person. Mike navigated to the hotel to speak on his own without any issues, but couldn’t confirm he had arrived at the right location until a voice welcomed him. Unfortunately, it wasn’t the concierge who thought to say something.
Mike’s biggest takeaway was to “Always start with ‘How can I help you?’ that gives the option to tell you what they need or don’t need. Some may want to be guided to their room, some do not. I like having somebody give me directions and that is where it all breaks down because sighted folks want to point. Some more than others, unless they’ve been in the military and they know how to tell you to go ten degrees left or right, then you’re in bad shape. Sometimes, if I feel a little bit playful, I say, ‘okay, put your hands in your pockets, and now describe to me where to go.’ And they just stutter. It’s not that they don’t know their left from their right. It’s just they’re looking at the elevator and they want to say, ‘It’s right there. Can’t you see it?’ No, I can’t.”
Training is important. Learning to use your words is central. Mike appreciates loyalty programs because of the ability to know one system thoroughly. For example, Marriott always has toiletries in order from shampoo, to conditioner, to soap – it’s always the same. Training should keep those things in order everywhere. “Coffee, decaf, regular – how do I figure that out?” There needs to be a constant system that employees know how to use.
The more we can keep things independent, the better. Utilize APH: They make 700 products that range from Braille business cards to menus to games for kids. They also do accessible navigation through GPS outdoors, and it uses an app and a camera indoors so hotels can be mapped for the visually impaired. You get turn-by-turn information, same as you have outdoors. It takes some time, but not a huge amount of expense. Dynamic tactile displays are also extremely helpful.
Dr. Alan Fyall – Educating Future Hoteliers about Accessibility
Alan Fyall is changing what it means to be ahead of the game through preparing the next season of hoteliers for a world of accessibility and inclusion. Dr. Fyall, the Associate Dean of Academic Affairs for Rosen College of Hospitality Management in Orlando, Florida, received a phone call from Jake Steinman, of Travelability, that he took as a literal “wake up call.” He asked himself, “Why haven’t we been doing this as a college before?” His hospitality plus program extends far beyond hotels to include entertainment, events, sports, hospitality, and healthcare. Instilling the thinking of inclusion in students and training the future leaders in hospitality for accessibility and inclusion covers a broad spectrum of the industry. Travel accessibility curriculum, designed with the help of Travelability, is now built into the program. The accessibility and inclusion module just launched this spring, and already 555 students have gone through the training to enter the world of hospitality already prepared to serve an array of differing needs. One student said, “After going on a trip this past spring break with my mom I was able to see the numerous challenges she faced being in a wheelchair. After learning more information from the modules, I can prepare accordingly to ensure a better traveling experience for my mother on our next trip.”
The next era in the travel industry will be ahead of the game, with a better understanding and preparedness to welcome visitors of all abilities.
Alvaro Silberstein – Wheel the World
Alvaro Silberstein earned his reputation as the first wheelchair user to scale Patagonia. Through that experience, and the public interest that followed, he co-founded an online travel reservation platform with the ability to filter for all of the accessibility you need. This accessibility-first user experience, matches travelers with accommodations that fit their needs
40% of reservations booked on the site are for a disabled traveler – plus two companions. “We need to collect details because every disability has a spectrum.” The platform goes beyond a filter. Each room is pictured, in detail, and Wheel the World ensures that the person making the reservation gets exactly the room they’ve requested. The platform is as much about generating trust, as anything else. “Disabled travelers have had a lot of bad experiences, so we don’t trust.”
“Wheel the World is responding to a need in the industry, because when I go to a hotel website I can’t determine room inventory or if a room meets my need. There are no pictures or specifications for bed height, bathroom space or if there’s a seat in the shower. Wheel the World gathers these details to sell hotel rooms to customers who need them, with greater confidence.”
Destinations can partner with Wheel the World for accessibility assessments, training, and promotional content.
Suzanne Edwards – Airbnb
Airbnb is bringing it up a notch, in a way that sets them apart from both their competitors and their own previous methods.
“We are working to improve with a mission to include,” says Suzanne Edwards, Airbnb’s Accessibility Standards Lead. While they’ve always had accessibility search filters, they expanded in 2018 from a single accessibility tick box to 13 specific filters. Each available amenity also includes a photo, and each photo has been reviewed and verified by a member of the Airbnb team. If a homeowner checks the box for a zero entry doorway and the photo shows stairs, it’s not approved. This is revolutionary for a group of travelers who have never fully known what they’re getting themselves into with a home rental.
That’s not all .The Adapted Category offers unique wheelchair accessible homes around the world. Each of these homes has had a 3-D scan to verify accessibility features, from doorway widths to floor plans. This initiative launched in November of 2022 and includes things like a treehouse in Texas, a Chalet in Nova Scotia, and a villa in Greece.
These discussions highlighted the importance of clear communication, education, innovative platforms like Wheel the World and APH, and proactive measures taken by companies like Airbnb, and hospitality schools like Rosen College of Hospitality, to ensure inclusivity. These collective efforts are shaping a future where the travel industry is committed to making travel accessible and enjoyable for everyone.
The Problem: A large part of the population can’t be accommodated in current hotels
Solution: Advancing Accessibility and Inclusion
- Embrace a guest-centric approach by prioritizing guest service alongside regulatory compliance.
- Incorporate comprehensive accessibility information into booking platforms to aid disabled travelers in choosing suitable accommodations.
- Utilize technology, like dynamic tactile displays and accessible navigation apps, to enhance the independent experience for visually impaired guests.
- Implement consistent training programs for hotel staff to effectively communicate and assist disabled travelers.
- Integrate accessibility education into hospitality curriculum to prepare future hoteliers for serving diverse guest needs.
- Develop online platforms, like Wheel the World, that provide accessibility filters and detailed room information to ensure a seamless booking experience for disabled travelers.
- Collaborate with organizations like Wheel the World to assess destinations for accessibility, provide training, and create promotional content.
- Enhance accessibility search filters by offering specific amenities with verified photos, ensuring accuracy and transparency for travelers.
- Introduce unique accessibility-focused categories that showcase accommodations with verified accessibility features, benefiting travelers with specific needs.
- Embrace innovative solutions, like 3D scans and advanced technology, to verify and provide accurate accessibility information for various lodging options.
- Commit to clear communication, education, and proactive measures to create an inclusive travel industry that caters to the needs of all travelers.