TravelAbility Insider

The Intersection of Travel and Disability

Disability Awareness

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

Advice Line: Lessons with Kristy Durso Part Seven

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Lesson 7: Measure What Matters 

How can destinations effectively measure the impact of their accessibility efforts? Why does it matter?

Measurement is the next frontier for accessibility. For a long time, we simply haven’t been tracking it. And if we’re asking destinations to invest in accessibility, then we absolutely need to help them understand the return on that investment, both socially and financially.

I’ve started asking DMOs: If you’re spending money to improve accessibility, wouldn’t you want to know what kind of change it’s making in your destination? Until recently, most hadn’t even thought to ask that question. But that’s changing. There’s a growing awareness that you can’t improve what you don’t measure.

So what can you measure? Start with the basics: increased visitation from people with disabilities and their families. Look at whether those visitors are staying longer now that they know they’ll be supported. Track repeat visits—because when we find a destination that truly gets it, we come back and we bring others. Word-of-mouth is powerful in the disability community, especially in online travel groups. And don’t forget usage data:

  • How often are sensory rooms or adaptive equipment being used?
  • Are visitors using visual wayfinding tools or assistive services?
  • Are people engaging with accessibility-focused web content?

You can also look at behavior online. Are visitors clicking into your accessibility pages? Are they spending time with content that features inclusive imagery or shows accessibility in action? These signals tell you what’s resonating—and what might still be missing.

But it’s not just about numbers. It’s about the stories behind them. I’ve seen guests in tears after attending a festival where they finally felt included. I’ve heard from families who were able to spend an entire day at an attraction, for the first time, because a sensory room gave them the space they needed. That’s impact. That’s what success looks like.

And here’s the thing: the data will follow the effort. When you invest in accessibility, when you prepare for guests instead of just meeting the legal minimum, your destination becomes more welcoming for everyone. 

That builds loyalty. It drives revenue. And it creates a culture people want to be part of.

So yes, we absolutely need to measure it. When you can point to results like bookings, web traffic or transformed experiences, you give stakeholders and investors a reason to keep going. That’s how real, lasting change happens.

Check back next month for the final part! Noble Studios conducted a thorough interview with Kristy Durso going over the many facets of creating a destination that is truly for everyone. This series is pulled directly from the interview. Check out thearchives for the rest of the series.Click here for the full interview. 

Kristy Durso is sitting in her wheelchair on the beach, smiling over her shoulder with the beautiful turquoise ocean in the background.

Featured public speaker, accessibilities advocate, entrepreneur, Army veteran, and military wife Kristy Durso is Travelability’s Ambassedor and owns and operates Incredible Memories Travel, a full-service travel agency that assists everyone, including those with accessibility needs. She has three children, one who has autoimmune issues and food allergies, another on the spectrum, and another with cognitive and intellectual disabilities. 

The Future of Inclusive Travel Takes Center Stage at TravelAbility Summit 2025

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The 2025 TravelAbility Summit in Sunriver, Oregon, marked a true turning point for inclusive travel through record attendance, powerful storytelling, and partnerships that prove accessibility is shaping the future of tourism.

Nearly 200 industry leaders, from DMOs and hotels to tech innovators and disability advocates, came together under the theme “The Future of Inclusive Travel.” Ideas flowed, connections sparked, and the message was clear: accessibility is the heart of good hospitality.

“One of the most gratifying things to me is that the conference has added a moral dimension to the travel industry, creating purpose in attendees as they learn how to make a real difference in the world,” said Jake Steinman, Founder and CEO of TravelAbility. “This is what drives change. The next step is leadership buy-in, and the Longwoods study we presented gives the data to back the purpose. By partnering with AARP, we’re bridging today’s disability travel with tomorrow’s aging market.”

New This Year: Film Fest, Influencer Project, and More

This year’s Summit unveiled a series of firsts designed to keep accessibility at the forefront of tourism growth:

  • The TravelAbility Film Fest premiered during the event, celebrating powerful, real-world storytelling that builds empathy and understanding through the lens of accessible travel.
  • The Influencer Project paired destinations with disability creators to tell authentic accessibility stories and reach new audiences hungry for representation.

Partnerships in Action

This wasn’t a summit centered on talking, we were serious about doing.

Destinations took big steps – from partnering with Wheel the World to commit to accessibility verification and transparency, to moving forward with the Accessibility Playbook or connecting with innovators to transform spaces.

“This community is ENGAGED, we’re PASSIONATE, and we have a SOLID PLAN,” said Robert Harris, Manager of Global Accessibility at Royal Caribbean Group. “I came away with so much energy and so many ideas—now, to put them to work in a sequential, developmental, and sustainable way.”

Panels featuring disabled travelers grounded the discussions in lived experience, turning data into empathy and empathy into strategy.

Looking Ahead

As we wrap a record-breaking year, TravelAbility’s mission is clearer than ever: to educate, empower, and connect the industry so every traveler feels welcome.

Next year, we’ll take the momentum to Tampa, Florida, on November 9-11th, 2026 where we’ll continue helping host cities become models of accessibility.

“Our goal is to help future host cities become examples of what’s possible,” said Steinman. “We’ll help them implement plug-and-play innovations to create destinations truly worth celebrating.”

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.

Orlando Steps Up Sensory Accessibility at Visit Orlando Power Lunch

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Visit Orlando Power Lunch panel discussion with three speakers seated in white chairs on stage against a blue curtain backdrop, with a standing banner showing "Connector" and "Educator" categories.

TravelAbility Fellow, Kitty Sharman represented TravelAbility at October’s Visit Orlando Power Lunch, where accessibility and inclusion were woven into nearly every part of the program. Hosted by Kathy DeVault, the event spotlighted KultureCity’s sensory accessibility initiatives—from sensory kits and Mobile Sensory Stations to staff training and designated reset rooms.

“Kathy did an amazing job as emcee,” Kitty reported. “She mentioned TravelAbility and cited statistics and insights she learned at the summit.”

Speakers Julian Maha and Michelle DeVos of KultureCity led a discussion that kept the focus on practical applications—how destinations can meet the needs of guests with invisible disabilities and integrate sensory accessibility into existing experiences. In the final moments of the lunch, an attendee at the speaker’s table announced a commitment to fund a Mobile Sensory Station for Orlando, marking another step toward making the destination more inclusive for all visitors.

As a TravelAbility ambassador, Kitty used the opportunity to share TravelAbility’s mission with industry professionals, including Travel Media sponsors.

Among her biggest takeaways:

  • “Sensory accessible” is the preferred term—more accurate and inclusive than “sensory friendly.”
  • Sensory rooms should be small and restorative, providing a moment to reset before rejoining the event—not a separate space that isolates.
  • Inclusivity is integration. True accessibility means everyone enjoys the same event, with tools available to support those who need them.

“The need is significant,” Kitty said. “Many people benefit from KultureCity’s tools—especially the noise-reducing headphones for those who experience overstimulation.”

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