TravelAbility Insider

The Intersection of Travel and Disability

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Accessibility Champion: Julie Pingston, President & CEO, Choose Lansing

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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?

As a destination, we had a very specific starting point in 2017 when we partnered with our performing arts center. The goal was to fill a 2,400-seat theater for a 100% Sensory Friendly Broadway Performance of Disney’s The Lion King, debuting in 2018. What started as a marketing campaign, evolved into a multi-dimensional strategy that has altered our community and how we welcome visitors of all abilities. 

We worked to create sensory inclusive programming in all of our attractions and provided sensory toolkits in many more locations. We created training for understanding of neurodiversities for our front-line staff throughout the community and created an accessibility web page detailing sensory events and opportunities as well as the “know before you go” information for all to access. 

We filled that theater in 2018, and it was an amazing opportunity for all to experience a Broadway show in their own way. This work was the first step, leading us to focus on accessibility as a destination and continue the journey to truly be welcoming to all.

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

I serve Choose Lansing as President & CEO and lead our amazing team in developing the Lansing, Michigan region as a visitor destination. I spend a lot of time on advocacy, community relations and board relations while remaining highly engaged in our accessibility efforts.

Q3. Aside from budget, what are the most difficult obstacles or barriers that you face regarding the advancement of accessibility in your destination? What initiatives have you undertaken to improve accessibility in your destination, and which are you most proud of?

The main obstacle we have faced is creating the time to keep advancing our efforts throughout the destination. We want to do it all immediately. The work that goes into accessibility is important because it creates opportunities to have experiences that many take for granted. Watching families participating in a sensory inclusive event as a complete family, without having to leave someone out, is so inspiring. I want that for everyone. That has been my drive to create strategies and to have those “what can we do next” conversations about accessibility and inclusivity. 

“Watching families participating in a sensory inclusive event as a complete family, without having to leave someone out, is so inspiring. I want that for everyone. That has been my drive to create strategies and to have those “what can we do next” conversations about accessibility and inclusivity.”

Julie Pingston

I’m proud that our partners have truly embraced the accessibility efforts throughout our destination and that we were able to host our first Tourism Accessibility Summit this past fall.  I’m equally proud that I have been able to share our story with other destinations to continue to grow the work. 

Q4. Who do you follow? Name an organization/company/individual you look to for ideas or inspiration.

I look to my colleagues in destination marketing organizations around the world who are leaders in innovation and avenues to spread accessibility efforts throughout the travel industry. 

For the past seven years, my main source of inspiration and partnership has been Cathy Blatnik from the Mid-Michigan Autism Association, and her son Dominic. I also love brainstorming with Meegan and Evan Winters from AbleVu and Kristy Durso from Incredible Memories Travel. 

Q5. What are your plans around accessibility in 2024?I’ve got a long list of next steps to increase accessibility initiatives for our community.  We recently hosted Lansing’s inaugural Tourism Accessibility Summit and we keep building from there. We have engaged with Wheel the World and are looking forward to completing an assessment and providing even more detailed accessibility information and training about our destination. 

What Would You Do?

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August Scenario: Wheelchair accessible accommodations.

A traveler in a wheelchair is at the hotel where they booked an ADA room thinking the bed height would work out for them. It does not. How would you handle the situation? 

Arturo Gaona, Chief Partnership Partner, Wheel the World:

Hotel staff should be ready to lower or raise beds, either by taking down bed legs (which most cases require, at least in the US) or having available legs or a thinner mattress that can raise the bed. Another great option is to have at least one hoyer lift available; of course, this requires a minimum available space below the bed.

However, this should be addressed by preventing the scenario. How? Providing accurate and verified accessibility information, such as the bed height. Being ADA compliant in this case is not enough; the bed height should adapt to the user, not the user adapting to the law.

If the bed is too high, I would have the box springs removed. But next time I would remember to call Wheel the World to book my accessible room.

Stefan Muhle, Vice President & Regional Managing Director, Noble House Hotels:

Handling this situation requires empathy, understanding, and a proactive approach. Here’s how I’d manage it:

  • Listen, Empathize, and Acknowledge:
  • Listen to the guest’s concerns.
  • Acknowledge the issue and express understanding and empathy for their situation.
  • Immediate Action:
  • Check if our property has any other ADA rooms with different bed heights or adjustable beds that might better suit the guest’s needs.
  • If available, offer to move the guest to another room that better suits their needs.
  • Temporary Solutions:
  • If no other ADA rooms are available, look for temporary solutions such as bed risers or a different mattress (or topper) to adjust the height or providing a platform or step to make it easier for the traveler to get in and out of bed.

Social media responses from disability moms:

Talk to the hotel to see if they can adjust the bed height or change the room.

Ask for a refund.

Move to a different hotel if the beds aren’t adequate for your needs.

Take the box spring out or request a layaway bed.

News from the TravelAbility Community

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Accessibility Champion: Lynn Smith

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Chief Marketing Officer, Hidden Disabilities Sunflower Program

She may not be a magician, but Lynn Smith is making the invisible seen around the world.

Q1. What motivated you to become involved in accessibility and do you have a personal connection to disability?

I firmly believe that everyone, at one time in their lives, will experience a non-visible disability. We all have friends and family who are affected by disabilities and conditions that are not immediately apparent to others, and I want all of them to feel supported and able to thrive to the best of their potential.

Removing the stigma around non-visible disabilities is crucial. It’s about making it easier for people to get the help they need and ensuring they feel valued and included. My passion for equity and social justice drives me to contribute to efforts aimed at creating a world where everyone, regardless of their abilities, feels empowered to participate fully in all aspects of life. 

“I firmly believe that everyone, at one time in their lives, will experience a non-visible disability.”

Lynn Smith

Q2.  What is the goal of your organization?

Some disabilities, conditions or chronic illnesses are not immediately obvious to others. For some people, this can make it hard to understand and believe that someone with a non-visible condition genuinely needs support. You may be questioned on if you have a disability because you don’t “look like you have a disability.”

That is why we created the Hidden Disabilities Sunflower – to encourage inclusivity, acceptance and understanding.

It is a simple tool for you to share that you have a non-visible disability voluntarily. By wearing the Sunflower, you’re letting everyone know that you might need extra help, understanding, or just more time.

Our goal is simply to improve everyday experiences for people with non-visible disabilities. We do this through the Sunflower symbol which helps make the invisible, visible.  

Q3: Aside from budget, what are the most difficult obstacles or barriers you face around accessibility and what actions/initiatives are you taking to address them?

Aside from budget limitations, the most challenging obstacles to accessibility include the lack of awareness about disabilities that are not immediately apparent, stigma and discrimination, inflexible policies, and limited resources. To overcome these barriers, initiatives include educational campaigns to raise awareness, advocacy for policy changes, training programs to sensitize businesses and communities, promotion of inclusivity in all sectors, and fostering collaborations with other organizations and advocacy groups. By implementing these strategies, initiatives like the Hidden Disabilities Sunflower program aim to create a more accessible and inclusive environment for individuals with hidden disabilities.

Q4. What accomplishments are you most proud of?

One of my proudest accomplishments is being part of an organization that shares my values and is dedicated to making a difference globally. The Hidden Disabilities Sunflower program operates in 34 countries, with seven offices. I am proud to contribute to its impactful mission. Working alongside such a dedicated team of individuals and being able to play a role in making the world more inclusive and understanding is incredibly rewarding.

Q5: Who do you follow?  

In addition to Jake and the TravelAbility team, I look to the following for ideas and inspiration:

The amazing HD Sunflower team

Melody Olander of But You Don’t Look Sick.

Richard Gray from Visit Lauderdale

DFAWG – The Dementia Friendly Airport Workers Group

Meegan Winters of AbleVU

What Would You Do?

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

July’s scenario: Welcoming a deaf traveler.

A deaf traveler enters your visitor center to ask for information, but the center has no one who can communicate in sign language. What would you do? 

Here are some suggestions from TravelAbility community members:

Brett Laiken, VP Marketing, Visit Florida

The simplest way to communicate is by using the Notes function on your phone and typing messages. There are also apps available to download that allow better communication options. 

Dr. Josh Loebner, Global Head of Inclusive Design, Wunderman Thompson

Start a notepad conversation with a first question, “Do you read lips, or would you prefer I write down (or use voice to text) what I’m saying?”

Additionally a survey could be conducted among deaf travelers that have visited previously to gain insights into what some of their frequently asked questions were at that venue and those with answers could be populated into a simple one-sheet document to supplement real time conversations. Also, the venue/destination’s website could have curated content for attractions and other locations in the area that are deaf/hard of hearing friendly to have even more info to share in addition to immediate dialogue. 

Jennifer Barbee, Co-Founder, Destination Innovate

BeAware app or a transcription app. All front line employees should be trained on tools to assist with accessibility.

Wanda Wayne, Discover Lancaster, Visitors Center Manager

We have had deaf visitors in the center more than a few times. When it becomes known that the visitors are hearing impaired, we generally speak more definitively (the person may be able to read lips); look them in the eye; write things down when needed and refer to written materials.

Muhammed Ruman, User Experience Designer

In this situation, I’d start by using a translation app to communicate with the deaf traveler immediately. I’d also provide written materials and videos in sign language. Long-term, I’d invest in staff training for basic sign language and hire diverse staff.

Disability Mom Responses through Social Media:

Utilize the Language Bank Interpreter Line.

Use Google Live to convert speech to text.

Start by writing everything down, unless there is an additional international language barrier. In that case, use Google Translate.

Check out this guide on how to communicate better with deaf people (from a deaf person)

Here’s last month’s What Would You Do? 

Scenario: An Autism Meltdown in your attraction. 

Answers: Click here