TravelAbility Insider

The Intersection of Travel and Disability

Expert Q&A

How do Hotel Owners and Senior Leaders Really Feel about Accessibility?

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Each year, the TravelAbility Summit brings together travel professionals, entrepreneurs, and disability advocates to explore emerging trends, challenges, and solutions in making travel more accessible for all. Last year’s summit included a panel of hotel leaders who discussed their experiences and perspectives on accessibility in hotels, emphasizing its importance and the industry’s challenges in implementing inclusive practices. 

Check out the panel’s key takeaways below and click the YouTube link to rewatch the session. Looking to learn more? Don’t miss the 2025 TravelAbility Summit, happening at the beautiful Sunriver Resort in Central Oregon, October 13-15, 2025. This is a unique opportunity to engage with key players from the hospitality industry, travel sector, and disability space—all focused on making travel more accessible for everyone.

Learn more and register today at travelability.net.

  • 💰 Business Impact & Litigation Concerns – Many hotel owners cite fear of litigation as a major barrier to improving accessibility, with examples of lawsuits impacting the industry financially and influencing decision-making.
  • 🌏 Global Accessibility Perspectives – Insights on accessibility from different regions, including Taiwan and Europe, highlight varying degrees of inclusivity, with some newer hotels being more accessible than older establishments.
  • 👥 Personal Experiences with Accessibility – Several panelists share personal stories about their connections to individuals with disabilities, reinforcing the importance of improving accessibility in hotels.
  • 📊 The Growing Market for Accessible Travel – Data shows that the demand for accessible travel is increasing, with baby boomers aging and requiring more accommodations, creating a business case for prioritizing accessibility.
  • 🔧 Affordable Solutions for Accessibility – Simple and cost-effective modifications, such as adding shower chairs and adjusting door mechanisms, can significantly improve the guest experience for individuals with disabilities.
  • 🎓 Staff Training & Hospitality Mindset – Proper training for hotel staff on accessibility issues is crucial in ensuring a welcoming environment, with examples of how small gestures and proactive communication can enhance guest experiences.

🔢 Insights Based on Numbers

  • 26% of the population has a disability, but the figure drops to 15% when excluding minor impairments.
  • In 2019, 12.7 million travelers with disabilities took 81 million trips, spending $58.7 billion.
  • Baby boomers are aging, with 40% identifying as having a disability by age 65, increasing demand for accessible accommodations.
  • Insurance costs have risen by 256% since 2019, adding financial pressure on hotel operations.

Watch the full video here.

Accessibility Champion: Kevin Wright, VP Global Marketing, Travel Oregon

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An inclusive soccer stadium showed Kevin the difference he could make through Travel Oregon.

Note: This interview is part of an ongoing series featuring interviews with 24 Champions of Accessibility for 2024 selected and celebrated by TravelAbility.

Q: When did you begin focusing on accessibility in your destination and what was the impetus for wanting to make your destination more accessible? 

A: A few summers ago, I brought my family and some out of town guests to a Portland Timbers game. We forgot headphones for one of the younger children in our group who has sensory issues. After back-to-back goals, this youngster became overwhelmed, so we decided to leave the stadium. On the way out of the stadium we stopped by guest services. Much to our delight, the staff was trained to support visitors with sensory issues and were quick to hand us a sensory kit that allowed us to stay and enjoy the rest of the game – which included food, beverages, and trips to the Timbers store for merchandise. 

Travel Oregon’s vision is to be a welcoming destination for all. Experiencing travel with family members that have mobility and cognitive issues gave me insight into what destinations can do to improve accessibility in ways that have major impacts for visitors. Supporting and enabling accessibility and inclusivity presents an incredible moral and economic opportunity for the tourism industry.     

Supporting and enabling accessibility and inclusivity presents an incredible moral and economic opportunity for the tourism industry.     

Kevin Wright

Q: What are your main responsibilities and tasks in your organization? 

A: As the Vice President of Brand Stewardship, my responsibilities include building market

awareness for Oregon through the management of Oregon’s brand and ensuring Travel Oregon’s work reflects the honest, abundant, and imaginative spirit that makes Oregon unique. I have the privilege to work with some of the brightest minds in the tourism industry.  

Q: Aside from budget, what are the most difficult obstacles or barriers that you face regarding the advancement of accessibility in your destination? 

A: The paradox of opportunity. There are so many opportunities for destinations to enhance

accessibility for the traveler that it can be hard to determine where to start or how best to deploy limited resources for the greatest impact. It’s a constant balance between the desire to be nimble and jump on opportunities with the need to have a strategic approach that can be scaled statewide for broader impact.   

Q: What initiatives have you undertaken to improve accessibility in your destination, and which are you most proud of? 

A: While it never feels like enough, it does feel good to take a step back and look at

what we have accomplished. Travel Oregon recently added sensory kits to our State Welcome Centers, which includes staff training, and we are also currently installing hearing loops. Travel Oregon recently awarded $3.6 million to 56 recipients through the agency’s Competitive Grants Program to fund projects across the state that will improve accessibility and inclusivity for underserved and under-resourced communities, such as people with disabilities, BIPOC, Oregon’s nine federally recognized tribes and LBGTQIA+. So much of this work is happening at the local level, which fuels our content team with new accessibility stories to share with visitors. We continue to improve the information we share on our accessibility hub on TravelOregon.com. Hosting influencers with disabilities has also been a powerful tool to tell authentic stories. The feedback we receive from their visits is invaluable.  

Two colleagues I like to follow and collaborate with in the Destination Management Organization (DMO) space are Alison Brooks from Visit Mesa and Kathleen Harvey from Destination British Columbia.

Kevin Wright

Q: Who do you follow? Name an organization/company/individual you look to for ideas or inspiration.

A: I feel fortunate to be on the TravelAbility Board. I am continually learning and bringing

ideas back to our teams from the collective expertise and generosity of these passionate individuals. Two colleagues I like to follow and collaborate with in the Destination Management Organization (DMO) space are Alison Brooks from Visit Mesa and Kathleen Harvey from Destination British Columbia. Kathleen was instrumental in the development of the Travelability Playbook and Alison is doing so much for Visit Mesa on so many fronts. It is inspiring to try and keep up. 

Q: What are your plans around accessibility in 2024? 

A: I am excited about how accessibility shows up in Travel Oregon’s 2023-2025 strategic plan. In 2024, I see our organization doubling down on the work we have started, continuing to test and try opportunities that arise and seeing the fruits of the $3.6 million we invested through our grants program as we continue down the path of making Oregon a welcoming destination to all.

Accessibility Champion: Ron Pettit, Director, Disability Inclusion & ADA Compliance

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With Ron leading the way, Royal Caribbean Group is named as one of the “Best Places to Work for Disability Inclusion.”

Note: This interview is part of an ongoing series featuring interviews with 24 Champions of Accessibility for 2024 selected and celebrated by TravelAbility.

Q: When did you begin focusing on accessibility and what was the impetus for wanting to make cruising more accessible?

I began focusing on accessibility in 1997 when I took the role of Senior Specialist, Customer Service Policies & Policies at Northwest Airlines.  As part of my role, I developed, coordinated and implemented policies, procedures and training aimed at improved air travel experience for over 3.3 million Northwest customers with disabilities and compliance with the Air Carrier Access Act. Among my accomplishments, I introduced a Customer Advisory Board composed of several individuals representing different disabilities to solicit advice on how we could better serve this growing disability market. 

This was in addition to my “day job,” and the more I worked with the disability community, the more I acknowledged my own disability (being hard of hearing) as one of my diverse identities. I wanted to do more.  I love to travel and the idea of making travel accessible is incredibly rewarding.

Finally, the opportunity opened up to become a full-time Access Manager leading a team of six individuals and managing Royal Caribbean’s accessibility program. I’ve been there ever since, catching the wave to disability inclusion on the high seas!

Q2. What are your main responsibilities and tasks in your organization?

I am responsible for the Disability Inclusion and Accessibility program at Royal Caribbean Group and its family of cruise lines with a focus on our three global cruise brands – Royal Caribbean International, Celebrity Cruises, and Silversea. 

I have almost 50 people on my team who are dedicated to the disability market. Most of my team is in our Accessibility Contact Center, helping our guests and travel agent partners plan accessible cruise vacations and accessible shore excursions.

I have a small disability inclusion team who collaborate with our brands to develop and execute disability inclusion strategies and standards in the workplace and marketplace, including the areas of digital accessibility and supplier diversity.

Our goal is to be a global leader in providing innovative and accessible cruise vacations, making a lifetime of vacations possible.

Q3. Aside from budget, what are the most difficult obstacles or barriers that you face regarding the advancement of accessibility? 

Some of the most difficult obstacles or barriers are around education and awareness. There are always opportunities to do more in this area.  

Q4. What initiatives have you undertaken to improve accessibility, and which are you most proud of?

I am most proud of our Autism Friendly initiative which we introduced at Royal Caribbean International in 2014 and Celebrity Cruises in 2015. This initiative aims to reach the target market of 1.5 million individuals on the autism spectrum and their families in the U.S. and Canada, as well as 75 million globally. We introduced the first ever Autism Friendly movies and Social Story by a cruise line. As a result we received several awards for our Autism Friendly initiatives.

I am also proud of the fact that we introduced not only one, but three advisory boards at a cruise line – Disability, Autism, and Accessible Travel Advisors – including the disability community and travel advisors on how we can further improve and innovate the accessible cruise vacation experience.

Q5. Who do you follow? Name an organization/company/individual you look to for ideas or inspiration.

There are too many to list them all – but some names pop to the top of my mind – Eric Lipp, Cory Lee, Debra Kerper, Kristy Durso, Amy Garner, Jordana Izzo and everyone on our Accessibility Team and our Disability, Autism and Accessible Travel Agent Advisory Boards. New accessible travel agents Deneen Cooper and Cynthia Perez are recent connections that also come to mind.

I am proud that Royal Caribbean Group was named, once again, as one of the “Best Places to Work for Disability Inclusion,” and for the eighth year in a row by Disability:IN® and American Association of People with Disabilities (AAPD) after scoring a top score of 100% on the Disability Equality Index® (DEI®).

Ron Petit

Q6. What are your plans around accessibility in 2024? 

 We’ve had many accessibility accomplishments in 2024.

  • I am proud that Royal Caribbean Group was named, once again, as one of the “Best Places to Work for Disability Inclusion,” and for the eighth year in a row by Disability:IN® and American Association of People with Disabilities (AAPD) after scoring a top score of 100% on the Disability Equality Index® (DEI®).  This is the fifth year we have scored 100%.  Among hospitality and travel companies, we are the only cruise company on the DEI.
  • Icon of the Seas, launched January 2024 which has four accessible suites:
    • A two-story Accessible Icon Loft Suite, our first Star Class suite with Genie Service.
    • An Accessible Surfside Family Suite offering a separate kids’ room
    • Two Accessible Sky Junior Suites.
  • Icon of the Seas also introduced a new category of accessible balcony staterooms – 11 Accessible Infinite Balcony Staterooms that provide level access from the stateroom to the balcony.
  • Expansion of our Accessibility Team with 15 agents in our Contact Center to help with increasing calls and emails from our guests with disabilities and travel advisors.
  • Utopia of the Seas, launched in July 2024, has four accessible suites, continuing the increase of accessible suites from Wonder of the Seas in 2022.  Earlier Oasis class ships only had three accessible suites.
  • Continued to work with Accessible Travel Solutions to expand our line-up of accessible shore excursions around the world including the Caribbean and Europe.

What would you do?

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WHAT WOULD YOU DO? SCENARIO #4

Each month we try to address various accessibility issues that may arise with the TravelAbility community. 

A group from the Blind Seniors Association will be attending a conference in your destination and have inquired what there is to do for them on their free day. How would you go about researching and finding this information?

Responses:

Tom Babinszki, blind travel blogger

This can get quite time consuming, as I’m finding that accessibility information is often not available. I would look for events, exhibits, concerts, museums, etc. I would check if the venue has accessibility information on their site, and if it is sufficient. Otherwise, I would just contact the places I find interesting. Oftentimes you may be surprised that there is more accessibility than what they tell you about on the web site.

Be proactive and hire a local blind person, or content creator, to work with you on accessible itinerary options, like this Seattle site.

Natasha Dillinger

Natasha Dillinger, Seattle-based mom and content creator

Be proactive and hire a local blind person, or content creator, to work with you on accessible itinerary options, like this Seattle site.

Tami Reist, President/CEO, Alabama MountainLakes Tourist Association

  1. Outdoor experiences

Lake Guntersville State Park:Offers accessible trails and sensory experiences, such as the sounds of birds and water.

Monte Sano State Park:The park has accessible picnic areas and sensory gardens where the textures and scents of plants can be enjoyed.

  2. Music and Cultural Events

Alabama Music Hall of Fame (Tuscumbia): Enjoy guided tours with descriptions of music history and audio experiences.

    Helen Keller Birthplace: Experience the history of Helen Keller through tactile exhibits and guided storytelling.

 3. Dining and Social Experiences

   Local Cafés and Restaurants: Enjoy the rich Southern cuisine with friends or family. Many establishments are happy to accommodate special needs.

   Farmers Markets:These provide an opportunity to enjoy the fresh smells and textures of locally grown produce.

4.Community Centers and Clubs

  Senior Centers

Many offer social activities, like music nights, storytelling sessions, and group outings, specifically designed to be inclusive for people with disabilities.

   Church Groups: Many churches in the area have programs and gatherings that cater to seniors, providing a sense of community and belonging.

5. Historical Tours

   Guided Audio Tours: Many historical sites in North Alabama offer audio tours, allowing a blind person to enjoy the rich history of the region through detailed descriptions.

6. Art and Craft Workshops

   Tactile Art Classes:Some community art centers offer classes where participants can create art through touch, such as pottery or textile crafts.

 These activities can provide an enriching and enjoyable experience for a senior blind person, allowing them to connect with the beauty and culture of North Alabama in a meaningful way.

Hilda Dunford, blindness advocate and mom

We call each place we hope to visit and ask what accommodations they have for someone who is blind.

Jason Holic, CDME, Sr. Vice President of Operations & Community Engagement, Experience Kissimmee 

I would reach out to Lighthouse Central Florida (https://lighthousecfl.org/). They are a non-profit partner of Experience Kissimmee that specializes in teaching independent living skills to those with vision loss or low vision in the Central Florida area, including Osceola County. Tapping into their network of resources would provide plenty of insights and ideas. I would also reach out to the Greater Orlando Council of the Blind (https://www.fcb.org/GOCB) for additional thoughts.

Accessibility Champion: Arica Sears, Deputy Director, Oregon Coast Visitors Association

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Q1. When did you begin focusing on accessibility in your destination and what was the impetus for wanting to make your destination more accessible?

 The Oregon Coast Visitors Association (OCVA) has dedicated over a decade to access projects in our region, with a primary focus on enhancing outdoor recreation opportunities such as the Oregon Coast Trail and kayak launches. Our journey with Travelability began around 2021, when we supported Lincoln City’s local efforts to introduce a Mobi Mat to their beach. Subsequently, our team backed a cohort attending the 2022 Travelability Summit in Florida, marking a significant milestone in our commitment to accessibility and the launch of our own “Oregon Coast Travelability” group that meets regularly.

“Our team backed a cohort attending the 2022 Travelability Summit in Florida, marking a significant milestone in our commitment to accessibility and the launch of our own “Oregon Coast Travelability” group that meets regularly.”

Arica Sears

Q2. What are your main responsibilities and tasks in your organization?

As the Deputy Director of our nonprofit, I get to wear many hats! From cheering on my awesome teammates in their projects to leading programs focused on sustainability and accessibility, I’m always working on something. OCVA’s primary responsibilities revolve around inspiring travel and fostering collaboration on the Oregon Coast to cultivate a sustainable coastal economy. Regarding Travelability, we have the privilege of bringing together partners along all 363 miles of Oregon Coast to amplify regional accessibility projects throughout our entire destination.

Q3. Aside from budget, what are the most difficult obstacles or barriers that you face regarding the advancement of accessibility in your destination? 

Beyond budgetary constraints, some of the most challenging obstacles for our accessibility initiatives involve securing city or county support for permitting and managing liability in physical infrastructure projects. Additionally, the inherent challenge lies in the rural and under-resourced nature of our communities, often lacking the immediate capacity or funding to initiate projects promptly.

Q4. What initiatives have you undertaken to improve accessibility in your destination, and which are you most proud of?

Several noteworthy initiatives have propelled accessibility improvements on the Oregon Coast over the past year. First, 12 of our local destination partners have completed, or are in the process of completing, assessments with Wheel the World to provide detailed and accurate information directly to disabled travelers. Additionally, the increased availability of mobi mats has expanded beach access for more visitors and residents. Our team has created a Mobi Mat toolkit to help communities understand what’s needed to successfully support a Mobi Mat, and we currently have a grant program open to fund communities without them. Lastly, I have the honor of regularly facilitating our Oregon Coast Travelability group, which is my favorite group to partner with on opportunities and navigate accessibility challenges together.

Q5. Who do you follow? Name an organization/company/individual you look to for ideas or inspiration.

I draw inspiration and learn from various influencers and brands, including Kelcie Miller Anderson, @thechronicexplorer; Disabled Hikers, @disabledhikers; and Liv Stone, @livstone.

Q5. What are your plans around accessibility in 2024?

Looking ahead, our focus involves highlighting the intersection of travelability and climate action. Recognizing a gap in stories within this space, we believe the Oregon Coast can play a pivotal role, with disabled travelers leading the way in sustainable travel initiatives.

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