TravelAbility Insider

The Intersection of Travel and Disability

Education

Visit Florida partners with UK Travel Industry Mag to Offer Online Accessibility Training Seminar for Agents

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Information about the webinar on accessible travel, which includes a reference to a free on-demand viewing option

London-based TTG hosted its first webinar on accessible travel last month in association with Visit Florida. An on-demand recording of the webinar is available for free download. Speakers included:

  • Lynne Kirby, managing director, Enable Holidays
  • Monique Jarrett, model, influencer and diversity advocate
  • Richard Thompson, co-founder, Inclu Travel
  • Narelle McDougall, general manager, Amilla Maldives

The opening session featured a presentation by Visit Florida detailing what the Sunshine State is doing to make its tourism industry more accessible and inclusive. Read more.

Our TakeAway: Smart idea for Visit Florida to tap into the reach of TTG to share their insights and experience on the journey toward more inclusive travel. 

Digital Accessibility Lawsuits on the Rise but Travel and Hospitality Are Rarely the Target

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Chart shows percentages of ADA lawsuits that have targeted various industries. eCommerce is at the top of the list with 84 percent followed by food service with 7 percent and education with 1 percent. Travel and hospitality are also at 1 percent.

Most digital accessibility lawsuits are aimed at eCommerce websites and widgets according to the midyear report from Usablenet.com. Only 44 out of 4500 that are projected to be filed by the end of 2023, were directed at hotels and none at destination sites. Read more.

As we reported in last month’s Insider, however, one case targeting the lack of accessible content on a hotel website has reached the Supreme Court. 

Our TakeAway: As we raise the bar on accessibility in our facilities and services, we can’t neglect our websites and online communications. Usable.net provides a range of tools to help meet the standards of the ADA, including a free website audit. However,  the case before SCOTUS revolves around the fact that the lack of accessibility information on the hotel’s website rendered the experience for disabled visitors to be discriminatory.

DMO DIY Dept: Travel Oregon Shows How You Can Create Your Own TravelAbility Summit

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A group of 30+ Oregon DMO employees wearing their summit badges beneath a "Welcome to Oregon" headline set against an image of an evergreen tree on a hilltop

If you attended the TravelAbility Summit in Savannah in August, you were probably just as likely to meet someone from the Northwest as the Deep South. Oregonians seemed to be everywhere. And they were. Travel Oregon brought a posse of 34 people to Georgia, seizing the opportunity to create a kind of Summit-within-the-Summit.

“It worked out well for the state,” said Kevin Wright, VP of Marketing for Travel Oregon. “We brought the attendees, and they did the work and now we’ll be one of the most accessible states in the country.” Read more.

Our TakeAway: It sounds like Oregon is laying down a challenge. Next year’s summit in San Francisco provides a great opportunity for other states to follow Oregon’s lead and bring an even larger delegation. Competition aside, it’s a smart idea to leverage the national event to foster state-level collaboration.

How Choose Lansing Chose Its New Name and Its Focus on Accessibility: Q & A with Julie Pingston, President and CEO of the DMO

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The DMO's new logo: Choose Lansing with Choose in bright orange and Lansing in big blue letters. The tagline below reads Plan on Something Greater

Julie Pingston is not one to coast or think small. She and her team at Choose Lansing just unveiled a new name, a new logo, and new taglines based on nearly a year of research and design. And the unveiling was no soft rollout. How about halftime of a Michigan State football game? But Julie is on to the next huge project. In a few weeks, the DMO will host their inaugural accessible travel summit. TravelAbility Insider Editor Dan Tobin was fortunate to catch a few minutes with Julie to talk about how to capture the highlights of a diverse region, the passion that drives her commitment to accessibility, and what she has learned from a year in the Destination A11y Club.

DT: I really love your new logos and I thought it was great that you explain the thinking behind the changes on your website. Why did you decide to do that?

JP: We worked almost a year on the rebranding and we had gone through such an extensive process and we had come to an outcome that we were so proud of. We wanted to explain everything that went on behind it so that people could understand some of the choices we made. Our name is now Choose Lansing instead of Greater Lansing Convention and Visitors Bureau, which is a lot shorter for one thing. Our research told us that when people are planning things for our region they value how we partner with them and help them make choices. So that ties into the word “choose.” And we are a regional organization so the tagline “Plan on something greater” represents the idea of the entire region. And we used a pinpoint icon with the star inside to show we’re a capital city. Then the different colors showcase that we have a lot of diversity and different options here. So it was all very purposeful. 

The day after we launched the new name and logo, we showed it in our Spartan football stadium during the first home game and 75,000 people got to take a look at it. And the crowd liked it so that was very exciting.  

DT: I’m hearing a couple of layers of meaning in the logo design. One is the idea of diversity. It also seems to speak to your flexibility and your customization, that you provide choice

JP: That’s exactly what we’re trying to convey.

DT: What were the key ideas that came out of the research?

JP: You know, we are a destination with a big 10 university and a state capital and a lot of other resources. How do we best portray all of that? That’s how we came up with the central idea of choosing.  If you come here we’ve got lots of things to choose from; we’ve got lots of opportunities. We have trails and outdoor recreation and we also have urban destinations. The main point to our clients is that we are going to be engaged with you at all levels and really give that positive experience.

DT: How did you get started with the accessibility assessments and your focus on autism? 

JP: We started with our work with accessibility related to neurodiverse opportunities. A number of our attractions and other locations were looking to add programming so we proactively brought people together within the community to find tools create programming for those traveling on the autism spectrum or with other neurodiversities. Our job as the destination marketing organization is to let people know that we have all these opportunities here. We have a couple of programs that were drawing people from throughout the state. But we wanted to  find more things for those families to do so they are not always going to the same place every time they come here. And our attractions really did step up and every single one of them basically created something that was pointed toward more neurodiversity. 

We then just put out the word out in the marketplace  that we had all of these opportunities. We also had the opportunity to add training to our front line staff so we partnered with the Michigan Autism Association and residential options and they trained more than 1000 people so far on how to help guests with accommodations and understanding all the different needs that travelers might have. That really gravitated throughout the community because suddenly we were not being asked to train exclusively our hospitality businesses but we were being asked to train all kinds of businesses. That was six years ago and then we were intent on making our destination accessible in all ways and for all needs. The pandemic slowed us down a little bit but we were always very intent on moving forward to provide opportunities and information about all the accessibility points in our community. 

On October 26 we are doing our inaugural tourism accessibility summit for all of our hospitality partners and anybody who really wants to learn how to heighten the guest experience by providing information and just doing more being more aware.

DT: How are you measuring the results of all these great initiatives? Are you looking at the bottom line or are you looking more at customer service and satisfaction?

JP: Both definitely. We have seen more people travel here looking for these resources that we have put into place. Some of our attractions do track where their visitors come from that participate in the programming and we have seen an increase in the number of visitors from further away and in and staying over. I always think of something Jake Steinman says:  At some point we’re all going to be in need, having mobility issues and needing all the accommodations we can find. So I just think of this work on accessibility as planning for the future.

DT: Choose Lansing was invited to join TravelAbility’s Destination A11y Club last year. What are you taking away from that group so far?

JP: So much. It’s been very beneficial to us as a destination to be able to have the resources of the other members so that we can ask questions or share an idea. TravelAbility has also created a wonderful playbook for DMOs that we’ve been able to use locally with our partners. You know, you don’t know what you don’t know and then you start going through this playbook and all of a sudden they’re discovering things that they never thought about, It gives information in a very easy to digest format. Everyone can take that information and then make change within their venue or their property or their attraction. We use the playbook as a guideline to steer people and that’s how we got to the tourism summit where we can pull all that together as a destination and showcase for everybody. 

DT: It sounds like you’re playing a key leadership role in this work of raising awareness. But you’re also playing a convener role of shining a light on what venues and attractions are doing and bringing them together. 

JP:  That’s absolutely accurate. Our goal is to just bring all the things that are happening together so that we all can share and create that destination wide experience for all that come here. It’s not like you can only go to this hotel or this attraction to find that experience. You can go anywhere in the region. 

DT: Is there any particular moment you can  point to that crystallizes why you do this work? 

JP: Our theater does sensory-inclusive performances. The first one I went to I met several families and every single one of them said that they had never had the opportunity to go out together as a family before. I have a good friend who has a son with autism and she has taught me that when her son was young she could never go to a theater or a museum or any kind of art gallery. And now you know those opportunities are available because of the work that we’ve done for those on the autism spectrum. And when I see these families at the theater and the children are all dressed up everyone looks so excited . . .  it’s a beautiful experience and that’s how I know that we are on the right path. I tear up. 

Our Takeaway: Julie Pingston is a standout in our field–a great leader, bridge-builder, and advocate.


Unlocking Hidden Potential: The Power of Partnering with Local Disability Organizations in the Travel Industry

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Kristy Durso wearing a red dress adn seated in a wheelchair speaks with Neul LIgon, the Executive Director of the Center for Independent Living Savannah

By Jennifer Allen

Neil Ligon spoke at the 2023 Travelability Summit to share the hidden gem of a resource that the travel industry often overlooks: local disability organizations. Destinations are often wondering what they’re missing, seeking accessibility assessments, and struggling with marketing to the disability community, all while overlooking the free resource of local experts. These organizations, dedicated to supporting individuals with disabilities, offer a wealth of insights and opportunities that can greatly benefit destinations, businesses, and travelers alike. Neil shed some light on the untapped potential these partnerships hold.

Neil Ligon passionately believes that accessibility should not be confined to mere survival; it should extend to recreation, life enrichment, and the holistic well-being of all individuals. Travel, a fundamental aspect of life, should be accessible to everyone. Neil’s own experiences have shown him the transformative power of travel, especially in places like national parks that inspire imagination and offer new challenges and opportunities. 

One of the most significant hurdles lies in the perception of people with disabilities as individuals with different needs. Neil emphasizes that all people, regardless of ability, share fundamental needs, desires, and aspirations. It’s a common misconception that people with disabilities require heroes to guide them; what they truly need are opportunities, tools, and the freedom to pursue their dreams without others dictating how they should do so. When we’re trying to market to all travelers, all has got to mean all. 

So, where should the travel industry start in harnessing the potential of local disability organizations? Neil’s advice is simple: start with coffee and conversations. He highlights that the onus is on the travel industry to initiate contact. Nonprofit organizations, which are often resource-constrained, hold essential knowledge about barriers, expectations, and limiting factors. Start with looking up your “Independent Living Network,” “Statewide Independent Living Council,” “Centers for Independent Living,” or “Agency on Aging,” then make a phone call. Your office of aging may be the missing link in promoting travel – they work with seniors who have the funds, the time, and the priorities to make travel dreams a reality. Just call the general line and tell them you’d like to have a conversation about accessible travel. “We get excited about this, and we know who is in the best position for the conversation. You always need a champion, and the person on the phone will know who that is.”

The symbiotic nature of this partnership becomes evident when considering the invaluable local perspective these organizations offer. They can provide local guides who can show you insights into barriers, expectations, and the specific needs of their community. They can help with marketing strategies by sharing what’s already working in the disability community. By engaging in dialogue, both sides can unlock a universe of opportunities. and help tailor experiences to meet the unique needs of this demographic. Conversely, you can reignite the imagination that has been lost in the struggle of getting from point a to point b every day.

Neil highlights a systemic issue in the benefits system that restricts many individuals with disabilities from pursuing their travel dreams. The paradox of needing to remain asset-poor to qualify for certain benefits creates barriers to saving for travel. Neil suggests innovative solutions like trips on layaway to make travel more financially accessible. He also reminds us not to overlook the extensions of the disabled traveler  – they often travel with family or caregivers. A 50th wedding anniversary trip could involve an extended family, all needing an accessible trip. Engaging in conversations, asking questions, and understanding the challenges can lead to meaningful solutions.

As Neil aptly puts it, disability is a part of the lived experience that impacts us all differently. By demonstrating the possibilities and showing that accessible travel is achievable, a tipping point can be reached. People who experience accessible travel will share their stories, becoming the best advertisement for destinations and businesses that prioritize inclusivity.

Neil was grateful for the opportunity to share at the summit, and emphasized the common thread of connection. The essence of travel is connection—with each other and with the world. Local disability organizations also serve as natural connectors, aligning with the core values of the travel industry. By embracing these partnerships, destinations can enrich their offerings, amplify inclusivity, and create lasting connections that benefit everyone. 

Neil’s insights remind us that as the travel industry evolves, so should our perception of accessibility. By embracing local disability organizations as allies, destinations can tap into a world of opportunity that leads to a more inclusive and enriching travel experience for all.

The Problem: Inaccessible destinations and a lack of connection to disabled travelers

Solution: Partnering for Inclusivity:

  • Recognize Valuable Insights:
    • Local disability organizations offer crucial knowledge about barriers and expectations.
  • Empower Shared Goals:
    • Disabled travelers seek enriching experiences, not just survival.
  • Challenge Misconceptions:
    • Disabled travelers desire opportunities, not heroics.
  • Initiate Productive Conversations:
    • Engage nonprofits for mutually beneficial partnerships.
  • Leverage Local Wisdom:
    • Gain insights into community needs and effective marketing strategies.
  • Break Financial Barriers:
    • Innovate solutions like layaway trips for affordability.
  • Foster Advocates:
    • Empowered travelers become promoters of inclusive businesses.
  • Celebrate Connections:
    • Travel thrives on connections; disability organizations amplify this.
  • Enrich Through Collaboration:
    • Embrace partnerships to enhance accessibility and inclusivity.