TravelAbility Insider

The Intersection of Travel and Disability

TravelAbility Summit

Accessibility Playbook: Welcoming the Aging Air Traveler

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Seven years in the making, the Travelability Accessibility Playbook, created in partnership with Destinations International, is an end-to-end toolkit to equip destination organizations on their accessibility journey, enabling them to better welcome and accommodate people with disabilities within their destination. The following snippet focuses on welcoming the aging traveler, an ever growing need as the Baby Boomer generation ages into disability.

Flying proves to be one of the greatest barriers to senior travel. Studies reveal that it’s not just the flight that’s the barrier, but the logistics of navigating getting to the airport, getting from parking through security, and navigating the long distances from security through the terminal to the gate. 

Port of Portland’s digital map, powered by GoodMaps, shows walking distances and

walk times. Users can select accessible routes that will account for vertical conveyances

and TSA precheck distances for more accurate timing. Click here to learn more.

Flying

OBSTACLESOLUTIONS
Difficulty getting through security (33%)Improved workforce: Provide special TSA lines and allow more time (60%)
Difficulty getting from parking to theairport (33%) or to the gate (32%)Greater access to wheelchairs/motorized carts (52%)
Difficulty understanding announcements(21% among the 65% with hearing loss)Provide designated assistance desks where travelers can check for updated information and receive personalized help
Difficulty waiting to board at the gate(15%)Offer check in assistance (43%)

“It’s hard for us to fly without precheck – it’s tiring to take off shoes and unpack bags. We’ve forgotten our suitcases after the hassle of putting our shoes back on.” -Jack and Elaine from Seniors with Latitude.

Click here to learn more or to purchase the full Playbook.

From TravelAbility Summit 7.0: The VistAble Approach—Frontline Training that Transforms Destinations

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Each month we share a recap from one of the sessions at the 2025 TravelAbility Summit. Check out VisitAble’s section of our first ever Accessibility Masterclass.

Want to be part of these conversations in real time?

Join us November 9–11, 2026, in Tampa, Florida, for the 2026 TravelAbility Summit. It’s where destinations, venues, and travel brands come together to advance accessibility in a practical, business-smart way. Over two days of case studies, workshops, and peer learning, industry leaders share proven strategies that improve the travel experience for people with disabilities—and, by extension, for families, multigenerational groups, and travelers with temporary or situational limitations. Meet the advisors, suppliers, and destination teams leading the way, and leave with a roadmap you can put to work immediately.

Register Today

Session Overview

Joe Jamison speaks at a podium while attendees sit at round tables. In the foreground a person using a wheelchair listens; a sign reading “TravelAbility Summit 2025” are at the front of the room.

In this session from the 2025 TravelAbility Summit Joe Jamison shares VisitAble’s approach, designed to help destinations transform accessibility from an afterthought into a standard through practical, scalable frontline training. 

Focus: shifting hearts, minds, and daily behavior, not just compliance. 

Why It Matters 

  • 28.7% of U.S. adults (75M+) have a disability — a steadily growing segment.
  • Travelers with disabilities spend $50B/year in the U.S. 
  • The fastest way to improve visitor experience is not only infrastructure — it’s frontline culture. 

When frontline staff treat disabled guests with dignity, respect, and proactive communication, destinations become welcoming for everyone.

The 7 Golden Rules of Disability Inclusion 

  1. Practice Respectful Behavior
    • Never touch mobility devices, service animals, or assistive tools without permission.
    • Offer help politely and verbally—don’t assume someone wants assistance. 
    • Don’t speak to a companion instead of the disabled person. 
    • Treat visitors as equal adults, not inspiration objects or fragile guests. 
    • Speak normally—no baby talk, no oversimplifying. 
    • ✅ Respect = dignity + autonomy + independence. 
  2. Use Positive, Respectful Language 
    • Words to USE
      • Disabled / person with a disability 
      • Wheelchair user 
      • Accessible rooms, accessible parking, accessible entrance  
    • Words to AVOID
      • Handicapped 
      • Special needs 
      • Wheelchair-bound / confined 
      • Differently-abled 
      • Impaired (except “visually impaired,” which is still standard)
    • ✅ Disability is not a bad word—avoiding the term creates stigma.
  3. Validate Before Assuming
    • Don’t assume someone needs help, can’t participate, or can’t communicate.
    • Not all disabilities are visible. 
    • Ask before providing assistance:
      • “Would you like help, or would you prefer space to do it independently?”
    • Always speak directly to the person, not the caregiver or companion. 
    • ✅ Asking + listening = inclusion. 

Industry Best Practices Shared

Frontline staff should:

  • Greet every guest and proactively let visitors know where to find help.
  • Never “police” disability — no judgment, no questioning legitimacy of accommodations. 
  • When taking reservations, always ask: 
    • “Do you need any accessibility accommodations for your visit?” 
  • Provide information in multiple formats (large print, digital/screen-reader friendly, audio options). 

Accessible Communication

  • Provide ASL interpreters when requested 
  • If needed urgently, apps like HandTalk or SignSpeak can help 
  • Offer printed/braille/digital alternatives for museum or attraction signage 

Why VisitAble Works

  • Real stories from diverse people with disabilities 
  • Emotional connection increases staff empathy and retention 
  • Destinations using the training have reported: 
    • Better guest satisfaction 
    • Staff confidence when assisting disabled travelers 
    • Repeat visits from travelers who felt respected and welcome 

Certification

Attendees receive a certificate of completion + email signature badge Destinations can certify entire teams or tourism partners as Accessible Travel Leaders. 

Key Takeaway

Accessibility = hospitality. 

When frontline staff treat disabled guests with dignity, respect, and proactive communication, destinations become welcoming for everyone.

Leave No Attendee Behind: Ensuring Accessibility is Key

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What does it take to truly “leave no attendee behind”? In this feature by Matt Swenson on themeetingmagazines.com, our founder and CEO, Jake Steinman, reflects on how the TravelAbility Summit moved from good intentions to measurable improvements for attendees with disabilities. With insights from experts across the accessible travel landscape, it’s a comprehensive look at why making access a priority at meeting and events is good for people and good for business. The story details why ADA checkboxes aren’t enough, what we learned by hosting 21 creators with disabilities at the 2025 Summit, and how partners like Travel Oregon and Wheel the World are setting a new bar with destination-wide accessibility verification. It’s a practical guide to what planners need from venues and cities—and how transparent details like room specs, routes, seating, assistive technology, and staff readiness turn promises into predictable experiences.

To help convention centers deliver on that standard consistently, we’re launching TravelAbility Approved: Convention Centers—a pilot program designed to provide accessibility to meeting venues so that attendees of all abilities can attend. Four DAC DMOs will lead the first cohort as we establish clear criteria, consistent reporting, and public-facing access profiles, backed by staff training and operational playbooks. Pilot venues will be featured in USAE News to share lessons learned and gauge industry demand—creating a trusted signal planners can use and attendees can rely on.

Read the article below, and stay tuned as we roll out the pilot and invite additional convention centers and DMOs to join future cohorts.

Leave No Attendee Behind: Ensuring Accessibility is Key

By Matt Swenson

Jake Steinman, founder and CEO of the TravelAbility Summit, used to describe the annual event as a travel conference built around accessibility and not an accessibility conference built around travel.

His mindset changed when the lone deaf attendee at a past event gave him a piece of her mind when she learned no American Sign Language translators were onsite. “I realized we need to walk the walk,” Steinman says.

As proof of progress, TravelAbility hosted 21 influencers with various disabilities at its 2025 conference in Oregon at Sunriver Resort, a scenic, outdoorsy destination near the Cascade Mountains that is about 45 minutes from the closest airport.

Nevertheless, Travel Oregon was the first bidding on the event with the intent of proving they are a model of accessibility, notes Steinman, who launched TravelAbility in 2019 and has created a range of travel-based conferences over the past quarter-century.

The fact that a conference dedicated to improving the experience for disabled travelers required a wake-up call is just one example of how the events industry lags behind serving a vast community many will eventually join as they get older.

According to the 2024 Destinations International’s Global Accessibility Report, 35% of survey respondents had the resources in place to make the meeting and event experience more accessible. That means that more than two-thirds were not prepared to meet the demand.

Meanwhile, Longwoods International, a hospitality-centered research firm, found in 2023 that 17% of American travelers identify as having a disability.

Arturo Gaona, chief partnerships officer & founding member at Wheel the World, an online platform that provides accessible travel planning and booking services for people with disabilities, estimates that the accessibility travel market is a multibillion dollar industry. But it has the potential to be much more, he says.

The travel industry has not been actively taking care of travelers with disabilities, he says. “Eighty percent of them are having bad experiences.”

While Gaona isn’t distinguishing between leisure and business travel in his analysis, evidence points to the meetings industry struggling to match the demand from those who need an extra hand.

Sherrif Karamat, CAE, president and CEO of the Professional Convention Management Association (PCMA) and the Corporate Event Marketing Association (CEMA), is among those ready to see improvements. “One area that I’m hoping that all of society can do better for is people with disabilities and special needs,” he says. “I don’t think that we do a good enough job.”

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TravelAbility Summit Session Cheatsheet: Inclusive Travel for Autistic Travelers with CAN

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When autistic travelers and their families plan a trip, even small details can make the difference between a stressful experience and a successful journey. From sensory environments to clear communication and predictable itineraries, thoughtful planning matters. At the 2025 TravelAbility Summit, Sarah Armstrong and Jenny Carwana from the Canucks Autism Network shared practical strategies for creating welcoming and inclusive travel environments, highlighting real-world tools, staff training tips, and small adjustments that can make travel accessible for autistic guests. Read our one-page recap of the session below.

2026 TravelAbility Tampa 2026 ad featuring a group of people including a wheelchair user enjoying a mead in downtown tampa. the summit dates are listed.

Want to experience training like this in person? Join us at next year’s TravelAbility Summit, taking place November 9-11, 2026 in Tampa, Florida. The summit brings together destinations, venues, and industry leaders committed to making travel and events more inclusive for everyone.

Session Recap

Presenters: 

Sarah Armstrong — Director, Strategic Partnerships, Canucks Autism Network (CAN)
Jenny Carwana — Manager of Accessibility Initiatives & Partnerships, Canucks Autism Network (CAN) 

Who CAN is 

Nonprofit founded in 2008 (Vancouver, BC) with a mission to build inclusive communities where autistic individuals thrive. Programs (21k+ program spaces last year), training (tens of thousands trained), and partnerships across sport, recreation, travel, first responders, and employers. Learn more here.

Why this matters 

  • Autism prevalence continues to rise (e.g., ~1 in 31 children in the U.S.; many adults remain undiagnosed). 
  • Travelers on the spectrum and their families are a significant, growing market—but frontline behavior and predictability often determine whether they travel. 

Inclusive language (set the tone) 

  • Many prefer identity-first (“autistic person”); others prefer person-first (“person with autism”). When in doubt, mirror or ask. 
  • Avoid deficit/“functioning” labels. Use support needs (e.g., “needs high support with transitions”). 
  • Replace stigmatizing terms: use “accessible,” “autistic,” “non-speaking,” “AAC user,” “wheelchair user.” 

Core characteristics to plan for

  • Social/communication differences: literal language, directness, varied response times, alternate communication (AAC, sign, visuals). 
  • Sensory differences: hyper/hypo sensitivities to sound, light, smell, touch; potential for sensory overload; stimming as regulation/joy—don’t discourage. 
  • Preference for predictability: routines, clear expectations, low ambiguity. 

Common travel pain points 

  • Sensory environment: crowds, PA announcements, bright/fluorescent lights, strong smells, tight spaces. 
  • Unwritten rules & fast instructions: subtle social norms; multi-step verbal directions delivered quickly. 
  • Low predictability: last-minute changes (delays/gates/rooms), unclear timing, complex transitions. 

Practical strategies (what to implement) 

1) Sensory-aware environments 

  • Provide/mark quiet spaces (low light, comfortable seating, calm activities). 
  • Offer sensory kits to borrow: noise-canceling headphones, sunglasses, fidgets/comfort items, simple comm boards, venue map/ID bracelet. 
  • Create sensory maps and clear signage that warn about loud sounds, bright areas, smells, crowding. 
  • Aim for scent-reduced policies (including cleaners/air fresheners). 
  • Schedule sensory-friendly hours (reduced sound/lighting, fewer triggers). 

2) Clear, direct, visual communication 

  • Be explicit about expectations and “unwritten rules” (friendly tone, no idioms/jargon).
  • Use the Rule of Three for instructions; pair with visuals (checklists, icons, short videos, live demos). 
  • Allow processing time (up to ~10 seconds) before rephrasing more simply. ● Engage the person directly; respect AAC/non-speaking communication. 

3) Increase predictability (“front-loading”) 

  • Share detailed itineraries with photos, maps, what to bring, what to expect, durations, wait times, transitions, and “what happens if plans change.” 
  • Host practice/dress-rehearsal experiences (e.g., airport walkthroughs): check-in → security → gate → aircraft sit-down/taxi → deplane. 
  • Put all resources on an Accessibility page (storybook guides, videos, checklists). 

Proven models & tools 

  • Hidden Disabilities Sunflower program to support self-identification (not mandatory). 
  • YVR & Air Canada partnership: front-loading storybooks, videos, checklists, sensory kits, recurring Accessibility Tours (families reported this enabled their first successful trips). 

Staff training focus (what to teach) 

  • Respect autonomy; never touch mobility/assistive devices or service animals without permission. 
  • Ask before helping; don’t “police” disability. 
  • Normalize stimming; it’s regulation or joy, not misbehavior. 
  • Offer alternatives (quiet space, kit) when sensing overload; stay calm, kind, and patient.

Quick wins you can deploy this quarter

1. Add an Accessibility page: itineraries, visuals, sensory map, what to expect, contact.
2. Stock sensory kits at guest/concierge desks; train staff on when/how to offer them.
3. Pilot sensory-friendly hours and promote them in booking flows. 
4. Script frontline plain-language briefings + print simple visual checklists.
5. Plan a practice tour with local partners (airport/airline, hotel, attraction).
6. Book frontline training (CAN offers travel-specific courses; customize by role). 

Bottom line 

Predictability + Sensory Support + Direct Communication = Lower stress, higher satisfaction, and trips that actually happen. Accessibility here isn’t about costly build-outs—it’s about exceptional hospitality delivered consistently.

TravelAbility Summit Session Cheatsheet: In Conversation with Sasha Blair-Goldensohn

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When you leave your house, do you know if you’ll be able to access the place you’re going? Can you get through the door? Use the restroom? Find an accessible path? These are questions many people with disabilities face every day. One helpful tool is Google Maps’ accessibility features. At the 2025 TravelAbility Summit, our CEO Jake Steinman sat down with Sasha Blair-Goldensohn, Google Maps’ Disability Inclusion Lead and wheelchair user, to discuss his story, how Google Maps is making accessibility visible, and how individual advocates can drive meaningful change. Read our one-page recap below.

2026 TravelAbility Tampa 2026 ad featuring a group of people including a wheelchair user enjoying a mead in downtown tampa. the summit dates are listed.

Want to be part of these conversations in real time? Join us at next year’s TravelAbility Summit, taking place November 9-11, 2026 in Tampa, Florida. The summit brings together destinations, venues, and industry leaders committed to making travel and events more inclusive for everyone.

Session Recap

Jake Steinman and Sasha Blair-Goldensohn on stage at the 2025 TravelAbility Summit.

October 15, 2025 

Speakers 

Overview

Sasha Blair-Goldensohn shared his personal journey from Google Maps engineer to accessibility activist after a life-altering spinal injury in 2009. His experience navigating the world in a wheelchair exposed major gaps in accessibility—not just in infrastructure, but in information. Sasha used his platform at Google and through legal advocacy to expand elevator access in NYC, influence global mapping standards, and make accessibility information visible to millions of users around the world.

Key Insights

  • A single individual can create systemic change in infrastructure, policy, and global products.
  • After becoming disabled, Sasha recognized that accessibility in maps was broken: you could find great restaurants, but not whether you could get in the door or use the bathroom.
  • His activism helped secure a legally binding agreement forcing the NYC subway system to install elevators—tripling the installation rate.
  • Google Maps now displays accessibility icons by default, not just for disabled users—because accessibility benefits everyone (wheelchairs, strollers, deliveries, aging travelers).
  • 50 million+ places worldwide now have verified accessibility data through Google Maps.
  • 125 million Local Guides contribute to crowd-sourced information, adding global scale.
  • Accessibility details continue to expand: entrances, restrooms, parking, seating, hearing loops, and more.
  • AI tools are enabling destinations to generate custom accessible maps with simple prompts—no big development team needed.
  • New features in development include visual AI street descriptions for blind / low-vision travelers.

Actionable Takeaways for Destinations

  • Encourage local businesses to update their own accessibility info on Google Maps—it’s free and visible to travelers everywhere.
  • Use Maps’ accessibility features in marketing: “highly-rated wheelchair accessible cafés in ___”.
  • DMO staff can create custom accessible maps using Google’s “Build with AI” tool.
  • Add QR codes on websites or printed guides linking directly to Google Maps with accessibility filters applied.
  • Partner with Local Guides or disability advocates to verify accessibility information at scale.
  • Advocate for infrastructure improvements—Sasha demonstrated that legal action + public visibility works.

Notable Quotes

  • “Disability isn’t those people over there — it’s all of us.”
  • “Nobody signs up for this community, but once you’re in it, you realize its beauty.”
  • “You can find soup dumplings… but can you get in the door or use the bathroom?”
  • “When the icons are on by default, accessibility becomes real for everyone.”
  • “A single person really can change the world.”

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