TravelAbility Insider

The Intersection of Travel and Disability

What would you do?

What Would You Do? 

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

What Would You Do?

Imagine you’re no longer allowed to use the words “inclusion,” “equity,” “DEI,” or “diversity” in any of your marketing or communications. How would you propose programs or initiatives that are designed to welcome and serve everyone? What alternative words or language would you use to describe those efforts?

Responses: Insider Editor, Jennifer Allen Responds

Surprisingly, we didn’t have many responses come in for this real-world problem. Perhaps it’s a little too real and a little too daunting. As someone who is actively facing this challenge, I thought I would share what I’m doing personally. It does seem strange to promote the idea that all are welcome, while deleting the terms that state it clearly, but it’s a necessity that many of us are facing.

I’m currently reworking a presentation that had been titled “Seeing the World Through Inclusion-Colored Glasses.” While it was a little tempting to replace each instance of “inclusion” with a “#!?!” to show that a “bad word” was being left out, I opted for a clearer message. I could have just replaced each I-word with “accessible,” but that isn’t what I mean. Inclusion isn’t just being able to get in and get around: it’s being made a part of all the action. 

If a program is designed to welcome and serve everyone – that’s exactly what I’ll say. If I mean that there are no stairs, I’ll say there are no stairs. If a concert hall is being inclusive through their sensory options, hearing loops, and audio descriptions I’ll describe what they’re offering. The label may not be needed when we understand how people are being welcomed and made a part of all that is being offered.

In some ways, maybe being forced to use descriptions instead of labels will be helpful to the disability community. No one likes the hotel IG posts that praise an “accessible room” without saying anything about it, because accessibility looks different for everyone. “Inclusive” used to be a feel-good label that said all were welcome. Instead, it’s time to show just how we’re truly welcoming all.

August What Would You Do? 

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

What Would You Do?

You’re ready to showcase accessible travel options in your destination. You’ve built an accessibility landing page packed with hotels, restaurants, attractions, transportation, and even sample itineraries. But now comes the big question: where should it live on your website? Where will travelers actually find it?

Your Responses:

Anne Menendez | Director of Marketing, San Francisco Disability Business Alliance

Under “Experiences” and definitely with the same visibility, if not higher, as Travel for LGBTQ, Travel with Pets, and other options I have seen while omitting Travel for the Disability Community

Sonja Froese | Networking Nurse, Author and Social Media Manager

Front page to show your thoughtfulness and empathy, your organization skills and your strengths!

Everyone can use accessible activities, rooms and offers. Also to “prepare“ everyone that there could be people with disabilities

Beth Javens | Destination Dynamo!

A small ad-spend to market to this audience and they will find it on your site – you’ll never wonder!

Jennifer Allen | TravelAbility Editor

The TravelAbility Playbook recommends featuring your accessibility landing page on the homepage or at the top navigation bar for easy access. In my own travel planning experience, it’s easiest when it’s a part of the top navigation bar. When it’s not there, I look at the “Plan Your Visit” tab. If I still can’t find it, I’ll check out itineraries to see if there’s anything for wheelchair users, but at that point I assume I’ll have limited options.

What Would You Do: The Accessible Shower Isn’t Usable—Now What?

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You answer the phone at the front desk of the hotel to learn that a guest with a mobility disability is unable to use the shower. The controls are on the opposite end of the shower from the built-in shower bench, and they can’t reach them. What do you do?

Your Responses:

John Sage | Sage Traveling

Unfortunately, the disabled guest already felt their disability in a way they don’t experience at home, will possibly be posting negative reviews, and will possibly avoid that hotel chain in the future. This guest is almost certainly not the first person to experience this accessibility barrier so there’s no telling how much revenue has already been lost. 

Kitty Sharman | TravelAbility

Assuming I were a line-level front desk attendant, I would start by thanking them for the information and apologizing for the inconvenience. I would find out if all of the accessible rooms have the same issue. If a room without that issue is available, I would move them to that room if they wish. If they wanted to stay in their current room, I would provide them with a movable shower chair. I would then contact management to alert them of the issue.

Jessica Haga | Disability Mom

Maybe they could send someone up to turn the shower on, then the person could bathe and call back down when they’re finished to have someone come turn it off.

Jennifer Allen | Disability Mom

Imagine checking into a hotel to find your room doesn’t have a shower. It’s absurd to think about, but a shower that can’t be used is as useful as none at all. This is more than an inconvenience: it’s an indignity. Adults don’t want to ask strangers for help showering. 

First, have some empathy. Even if it may not be your fault personally that the shower is inaccessible, the person calling you is in an extremely uncomfortable situation and is just trying to figure out how to bathe on vacation. 

Second, work for a solution. This isn’t a, “I’m so sorry for the inconvenience. We’ll add points to your hotel loyalty account” situation. The guest needs to bathe. Find a different room. Buy a shower chair. Find a different hotel. 

Third, make it up to them. Props to you that you fixed the situation and now your guest can shower, but they’ve moved rooms or missed time from their itinerary to help sort things out. They’re likely frustrated and good hospitality involves making them feel welcome.

IG User

As a wheelchair user, the solution I would propose to the hotel staff is for a portable shower chair to be brought that can go closer to the shower controls. Many hotels have them available, you just have to ask the right people!

When Guide Dogs and Allergies Collide—What Would You Do?

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

What Would You Do?


An Uber driver pulls up to a scheduled ride and sees that the passenger is accompanied by a guide dog. The driver immediately shares that he has a severe allergy to dogs and says that he can’t let the dog in the car. The passenger, who is blind, is now stranded. Neither the driver nor the passenger are sure of what to do. If you were the driver? The passenger? The platform? What would you do?

Responses from Social Media:

Tricia Roth | Director of Marketing and Engagement, TravelAbility

“I think the Uber driver should arrange for another driver to come asap and if the person is alone stay with them until the next driver arrives.It would be great for Uber to include some type of filter on the app that addresses this issue so it does not happen repeatedly.”

Instagram Users

“The platform/app should have an option to indicate “guide dog” for the traveler, and “allergies” while onboarding new drivers.”

“Uber could provide incentives to drivers to provide these services. The online platform should have accessibility options to connect people with disabilities with equipped drivers.”

“The driver needs to contact Uber before pulling away and Uber should send a new driver.”

“The platform could ask about guide dogs, but that could make it even harder to get a ride.”

All respondents agreed that Uber should be responsible for finding a replacement driver before leaving the passenger. Adding accessibility filters to the platform would help avoid the situation altogether.

What do you think? Let us know in the comments!

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