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The Intersection of Travel and Disability

Accessibility training

Earn Your Accessibility Leader Certification at TravelAbility Summit Tampa

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Last year, we introduced the Cultivating Accessibility Leaders Masterclass at the TravelAbility Summit for the first time. Led by VisitAble and Canucks Autism Network, the two-hour session focused on four of the most common disabilities, with attendees leaving with an Accessible Leader Masterclass certificate.

“In just 2½ days, you’ll walk away with everything we’ve learned about accessible travel over the past eight years.”

– Jake Steinman, TravelAbility Founder and CEO

This year, we’re expanding the Accessible Leader certificate to officially recognize what we see every year: people who come to the Summit go back to their communities and begin leading accessibility initiatives within their own organizations. Now, every Summit attendee will receive a certificate at the end of the Summit recognizing their readiness to build accessibility into the work their organization is already doing. 

USAE News recently featured the expansion of the Accessible Leader certificate and what it means for this year’s Summit.

↪Read the full release here

“In just 2½ days, you’ll walk away with everything we’ve learned about accessible travel over the past eight years.” – Jake Steinman, TravelAbility Founder and CEO

TravelAbility Tampa 2026 Summit graphic featuring friends, one a wheelchair user, gathered around a waterfront table, with event dates November 9 to 11 in Tampa, Florida.

Join us November 9–11 in Tampa for the 2026 TravelAbility Summit and leave with the tools, knowledge, and connections to lead accessibility within your organization. 

 ↪Register for the summit 

Practical Hacks From the Accessibility Playbook: Welcoming the Ageing Traveler

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Seven years in the making, the 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.

WELCOMING THE AGING TRAVELER

The needs of the aging traveler are often similar to those of disabled travelers, but older adults may be less likely to ask for assistance. Many do not see themselves as having a disability. To better support the needs of aging travelers, keep the following in mind: 

  • Design for dignity: Move away from one-size- fits-all experiences that prepare travelers for success. Encourage planning ahead, suggest shorter, well-planned itineraries that reduce stress, and promote services such as airport “meet-and-assist” programs.
  • Recognize diverse needs: Consider mobility, hearing, cognitive, and visual changes that may arise with age, even among those not identifying as disabled.
  • Prioritize respectful communication: Train staff to offer assistance without making assumptions and to recognize signs of anxiety or confusion.
  • Be transparent about accessibility: Clearly communicate which features are available and use visible signage and intuitive wayfinding.
  • Offer simple, supportive tools: Ensure digital tools are user-friendly and secure. Provide low-tech options and human assistance to ease tech-related hesitation.
  • Focus on empowerment, not special treatment: Accommodations that are simple and thoughtful improve satisfaction and reputation.
ObstacleSolutions
Unclear accessibility information makes older adults less likely to travel.Provide clear, detailed information about accessibility (steps, elevators, seats, bathrooms)
Uncertainty about airport help deters some from flying altogether.Provide information on the time it takes to travel from check-in to the gate at the airport, as well as the services available.
Uncertainty about refunds makesbooking in advance a risk.Provide cost comparisons across platforms and clear, easily accessible cancellation/refund policies
App-centric booking can be a barrier for older adults who prefer websites.Provide user-friendly interfaces with simple navigation and clearinstructions on where to click and book.
Aversion to technology due to concerns about scams and data breaches.Provide education about online safety, clear fraud safeguards, andphone support
Challenges using online platforms tobook transportation and activities.Develop and promote curated travel experiences tailored to theirpreferences and needs
Difficulty finding hotels that matchspecific needs and preferences.Provide enhanced search and filter options (pet-friendly, ground-floor room, grab bars in bathrooms)
Learn More about the 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.

SUBSCRIBE TODAY!

Your name and email will never be sold to third parties.

SUBSCRIBE TODAY!

Your name and email will never be sold to 3rd parties.