TravelAbility Insider

The Intersection of Travel and Disability

accessibility

The Future of Hotels and Accessibility

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photo of panelist at the Emerging Markets Summit session on Hotels and Accessibility. Panelists are Suzanne Edwards from AirBnB, Alvaro Silberstein, Wheelthe World, Alan Fyall, Rosen College of Hospitality Management and Mike May, a seasoned blind traveller. Moderating the panel is John Morris of WheelchriTravel.org

Caption: L-R, Suzanne Edwards, Airbnb; Alvaro Silberstein, Wheel the World; Alan Fyall, Rosen College of Hospitality Management; Mike May, American Printing House for the Blind; John Morris, Wheelchair Travel. (Photo by Houston Vandergriff)

By Jennifer Allen

A diverse panel of experts from the travel industry convened at the 2023 Travelability Summit to share their experiences with the evolution of accessible travel. Each unique perspective offers a view into the world of change and how to be a part of progress. The panel was moderated by John Morris, Founder of Wheelchair Travel.org

Mike May – Perspective of Blind Guests

It’s no simple feat to get from home to the app to the transportation to the hotel – and that’s “where the fun begins,” jokes Mike May. Mike’s travel experiences could be a training session of their own.

“Often when I check in, unless I say something, they’ll just automatically put me in the disability room. And sometimes that’s confusing to me, I think, ‘Where is the shower? Oh, I’m already in the shower.” In Mike’s case, not only do roll in showers and wide doorways not mean anything, they may even add confusion.

“It’s about the lack of access to information. And that information is in different forms. It could be information through print materials, to visual signs, to location information, and then also to people information.” A simple greeting goes a long way to a blind person. Mike navigated to the hotel to speak on his own without any issues, but couldn’t confirm he had arrived at the right location until a voice welcomed him. Unfortunately, it wasn’t the concierge who thought to say something. 

Mike’s biggest takeaway was to “Always start with ‘How can I help you?’ that gives the option to tell you what they need or don’t need. Some may want to be guided to their room, some do not. I like having somebody give me directions and that is where it all breaks down because sighted folks want to point. Some more than others, unless they’ve been in the military and they know how to tell you to go ten degrees left or right, then you’re in bad shape. Sometimes, if I feel a little bit playful, I say, ‘okay, put your hands in your pockets, and now describe to me where to go.’ And they just stutter. It’s not that they don’t know their left from their right. It’s just they’re looking at the elevator and they want to say, ‘It’s right there. Can’t you see it?’ No, I can’t.”

Training is important. Learning to use your words is central. Mike appreciates loyalty programs because of the ability to know one system thoroughly. For example, Marriott always has toiletries in order from shampoo, to conditioner, to soap – it’s always the same. Training should keep those things in order everywhere. “Coffee, decaf, regular – how do I figure that out?” There needs to be a constant system that employees know how to use.

The more we can keep things independent, the better. Utilize APH: They make 700 products that range from Braille business cards to menus to games for kids. They also do accessible navigation through GPS outdoors, and it uses an app and a camera indoors so hotels can be mapped for the visually impaired. You get turn-by-turn information, same as you have outdoors. It takes some time, but not a huge amount of expense. Dynamic tactile displays are also extremely helpful.

Dr. Alan Fyall – Educating Future Hoteliers about Accessibility

Alan Fyall is changing what it means to be ahead of the game through preparing the next season of hoteliers for a world of accessibility and inclusion. Dr. Fyall, the Associate Dean of Academic Affairs for Rosen College of Hospitality Management in Orlando, Florida, received a phone call from Jake Steinman, of Travelability, that he took as a literal “wake up call.” He asked himself, “Why haven’t we been doing this as a college before?” His hospitality plus program extends far beyond hotels to include entertainment, events, sports, hospitality, and healthcare. Instilling the thinking of inclusion in students and training the future leaders in hospitality for accessibility and inclusion covers a broad spectrum of the industry. Travel accessibility curriculum, designed with the help of Travelability, is now built into the program. The accessibility and inclusion module just launched this spring, and already 555 students have gone through the training to enter the world of hospitality already prepared to serve an array of differing needs. One student said, “After going on a trip this past spring break with my mom I was able to see the numerous challenges she faced being in a wheelchair. After learning more information from the modules, I can prepare accordingly to ensure a better traveling experience for my mother on our next trip.”

The next era in the travel industry will be ahead of the game, with a better understanding and preparedness to welcome visitors of all abilities.

Alvaro Silberstein – Wheel the World

Alvaro Silberstein earned his reputation as the first wheelchair user to scale Patagonia. Through that experience, and the public interest that followed, he co-founded an online travel reservation platform with the ability to filter for all of the accessibility you need. This accessibility-first user experience, matches travelers with accommodations that fit their needs

40% of reservations booked on the site are for a disabled traveler – plus two companions. “We need to collect details because every disability has a spectrum.” The platform goes beyond a filter. Each room is pictured, in detail, and Wheel the World ensures that the person making the reservation gets exactly the room they’ve requested. The platform is as much about generating trust, as anything else. “Disabled travelers have had a lot of bad experiences, so we don’t trust.”

“Wheel the World is responding to a need in the industry, because when I go to a hotel website I can’t determine room inventory or if a room meets my need. There are no pictures or specifications for bed height, bathroom space or if there’s a seat in the shower. Wheel the World gathers these details to sell hotel rooms to customers who need them, with greater confidence.”

Destinations can partner with Wheel the World for accessibility assessments, training, and promotional content.

Suzanne Edwards – Airbnb

Airbnb is bringing it up a notch, in a way that sets them apart from both their competitors and their own previous methods.

“We are working to improve with a mission to include,” says Suzanne Edwards, Airbnb’s Accessibility Standards Lead. While they’ve always had accessibility search filters, they expanded in 2018 from a single accessibility tick box to 13 specific filters. Each available amenity also includes a photo, and each photo has been reviewed and verified by a member of the Airbnb team. If a homeowner checks the box for a zero entry doorway and the photo shows stairs, it’s not approved. This is revolutionary for a group of travelers who have never fully known what they’re getting themselves into with a home rental.

That’s not all .The Adapted Category offers unique wheelchair accessible homes around the world. Each of these homes has had a 3-D scan to verify accessibility features, from doorway widths to floor plans. This initiative launched in November of 2022 and includes things like a treehouse in Texas, a Chalet in Nova Scotia, and a villa in Greece.

These discussions highlighted the importance of clear communication, education, innovative platforms like Wheel the World and APH, and proactive measures taken by companies like Airbnb, and hospitality schools like Rosen College of Hospitality, to ensure inclusivity. These collective efforts are shaping a future where the travel industry is committed to making travel accessible and enjoyable for everyone.

The Problem: A large part of the population can’t be accommodated in current hotels

Solution: Advancing Accessibility and Inclusion

  • Embrace a guest-centric approach by prioritizing guest service alongside regulatory compliance.
  • Incorporate comprehensive accessibility information into booking platforms to aid disabled travelers in choosing suitable accommodations.
  • Utilize technology, like dynamic tactile displays and accessible navigation apps, to enhance the independent experience for visually impaired guests.
  • Implement consistent training programs for hotel staff to effectively communicate and assist disabled travelers.
  • Integrate accessibility education into hospitality curriculum to prepare future hoteliers for serving diverse guest needs.
  • Develop online platforms, like Wheel the World, that provide accessibility filters and detailed room information to ensure a seamless booking experience for disabled travelers.
  • Collaborate with organizations like Wheel the World to assess destinations for accessibility, provide training, and create promotional content.
  • Enhance accessibility search filters by offering specific amenities with verified photos, ensuring accuracy and transparency for travelers.
  • Introduce unique accessibility-focused categories that showcase accommodations with verified accessibility features, benefiting travelers with specific needs.
  • Embrace innovative solutions, like 3D scans and advanced technology, to verify and provide accurate accessibility information for various lodging options.
  • Commit to clear communication, education, and proactive measures to create an inclusive travel industry that caters to the needs of all travelers.

Unlocking Hidden Potential: The Power of Partnering with Local Disability Organizations in the Travel Industry

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Kristy Durso wearing a red dress adn seated in a wheelchair speaks with Neul LIgon, the Executive Director of the Center for Independent Living Savannah

By Jennifer Allen

Neil Ligon spoke at the 2023 Travelability Summit to share the hidden gem of a resource that the travel industry often overlooks: local disability organizations. Destinations are often wondering what they’re missing, seeking accessibility assessments, and struggling with marketing to the disability community, all while overlooking the free resource of local experts. These organizations, dedicated to supporting individuals with disabilities, offer a wealth of insights and opportunities that can greatly benefit destinations, businesses, and travelers alike. Neil shed some light on the untapped potential these partnerships hold.

Neil Ligon passionately believes that accessibility should not be confined to mere survival; it should extend to recreation, life enrichment, and the holistic well-being of all individuals. Travel, a fundamental aspect of life, should be accessible to everyone. Neil’s own experiences have shown him the transformative power of travel, especially in places like national parks that inspire imagination and offer new challenges and opportunities. 

One of the most significant hurdles lies in the perception of people with disabilities as individuals with different needs. Neil emphasizes that all people, regardless of ability, share fundamental needs, desires, and aspirations. It’s a common misconception that people with disabilities require heroes to guide them; what they truly need are opportunities, tools, and the freedom to pursue their dreams without others dictating how they should do so. When we’re trying to market to all travelers, all has got to mean all. 

So, where should the travel industry start in harnessing the potential of local disability organizations? Neil’s advice is simple: start with coffee and conversations. He highlights that the onus is on the travel industry to initiate contact. Nonprofit organizations, which are often resource-constrained, hold essential knowledge about barriers, expectations, and limiting factors. Start with looking up your “Independent Living Network,” “Statewide Independent Living Council,” “Centers for Independent Living,” or “Agency on Aging,” then make a phone call. Your office of aging may be the missing link in promoting travel – they work with seniors who have the funds, the time, and the priorities to make travel dreams a reality. Just call the general line and tell them you’d like to have a conversation about accessible travel. “We get excited about this, and we know who is in the best position for the conversation. You always need a champion, and the person on the phone will know who that is.”

The symbiotic nature of this partnership becomes evident when considering the invaluable local perspective these organizations offer. They can provide local guides who can show you insights into barriers, expectations, and the specific needs of their community. They can help with marketing strategies by sharing what’s already working in the disability community. By engaging in dialogue, both sides can unlock a universe of opportunities. and help tailor experiences to meet the unique needs of this demographic. Conversely, you can reignite the imagination that has been lost in the struggle of getting from point a to point b every day.

Neil highlights a systemic issue in the benefits system that restricts many individuals with disabilities from pursuing their travel dreams. The paradox of needing to remain asset-poor to qualify for certain benefits creates barriers to saving for travel. Neil suggests innovative solutions like trips on layaway to make travel more financially accessible. He also reminds us not to overlook the extensions of the disabled traveler  – they often travel with family or caregivers. A 50th wedding anniversary trip could involve an extended family, all needing an accessible trip. Engaging in conversations, asking questions, and understanding the challenges can lead to meaningful solutions.

As Neil aptly puts it, disability is a part of the lived experience that impacts us all differently. By demonstrating the possibilities and showing that accessible travel is achievable, a tipping point can be reached. People who experience accessible travel will share their stories, becoming the best advertisement for destinations and businesses that prioritize inclusivity.

Neil was grateful for the opportunity to share at the summit, and emphasized the common thread of connection. The essence of travel is connection—with each other and with the world. Local disability organizations also serve as natural connectors, aligning with the core values of the travel industry. By embracing these partnerships, destinations can enrich their offerings, amplify inclusivity, and create lasting connections that benefit everyone. 

Neil’s insights remind us that as the travel industry evolves, so should our perception of accessibility. By embracing local disability organizations as allies, destinations can tap into a world of opportunity that leads to a more inclusive and enriching travel experience for all.

The Problem: Inaccessible destinations and a lack of connection to disabled travelers

Solution: Partnering for Inclusivity:

  • Recognize Valuable Insights:
    • Local disability organizations offer crucial knowledge about barriers and expectations.
  • Empower Shared Goals:
    • Disabled travelers seek enriching experiences, not just survival.
  • Challenge Misconceptions:
    • Disabled travelers desire opportunities, not heroics.
  • Initiate Productive Conversations:
    • Engage nonprofits for mutually beneficial partnerships.
  • Leverage Local Wisdom:
    • Gain insights into community needs and effective marketing strategies.
  • Break Financial Barriers:
    • Innovate solutions like layaway trips for affordability.
  • Foster Advocates:
    • Empowered travelers become promoters of inclusive businesses.
  • Celebrate Connections:
    • Travel thrives on connections; disability organizations amplify this.
  • Enrich Through Collaboration:
    • Embrace partnerships to enhance accessibility and inclusivity.

Introduction to the Summit

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attendees at the The Emerging Markets Summit pose for a group photo with Founder Jake Steinman

By Jennifer Allen

“Feeling incredibly inspired and uplifted after attending the Travelabilty’s Emerging Markets Summit! The collective spirit and determination of the accessible community here has truly left me in awe… Every speaker, panelist, and attendee has brought their unique perspective and expertise to the table, fostering meaningful conversations and sparking innovative ideas. It’s evident that collaboration and cooperation are key to building a more inclusive travel industry. I’m leaving this conference with a renewed sense of purpose and a deep belief in the power of accessibility. Let’s continue to amplify the voices of those who have been marginalized, challenge the status quo, and create a world where travel knows no bounds.” 

This feedback from Lesly Palmer, of Pixie Travel, echoes the sentiments of attendees across travel industries at the 2023 Emerging Markets Summit. The summit included a wealth of information, from grant writing and technology breakthroughs, to accessibility travel research and guides on how to create change. 

The incomparable value of the summit comes from combining all of the elements for accessible travel in one place. The innovations; disability travel bloggers, who are really the detectives out to share the real scoop;  influencers; those with lived experiences; experts; and attendees all come together for a glorious three days of both education and support. The past five years have served as a foundation of trust, establishing not only TravelAbility, but also a community of like-minded world-changers.

The abundance of knowledge and innovation shared over the weekend couldn’t be covered in a single newsletter, but the following articles are a small sampling of the driving force for change that is the Travelability Summit.

TravelAbility Summit Review:  Showcasing the Market Potential of Accessibility, Sustainability, and DEI

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Oregon set the record for most attendees from one state.

By Dan Tobin

The name TravelAbility may violate a few rules of capitalization and punctuation, but it’s the perfect expression of founder Jake Steinman’s vision for the company: a place where travel and accessibility are inseparable. 

The company has broadened its focus by adding a second intersection to its sold-out Emerging Markets Summit in Savannah in August: the joining together of accessibility with sustainability, and DEI. That may sound like a lot to navigate, but Steinman, founder and CEO of the company, and his team bring a light touch to the event. In fact, the Summit is one of the most upbeat conferences I’ve attended.

The key to the success of the event is that it positions accessibility, sustainability, and DEI as emerging markets to tap rather than challenges to overcome. That aspirational idea was made concrete early on day one with InnovatABLE, a Shark Tank-like competition of unique products and services.

The Judges Top 3 Choices:

1-2 Tie: Enchroma: glasses that allow people with color-blindness to see a much wider spectrum of colors. 

1-2 Tie:Translate Live: It uses AI  organizational intelligence  and human interpreters  to deliver accurate and reliable translations in 250 languages-including ASL.

3. GRIT Freedom Chair: an all-terrain wheelchair designed for beach, snow, and ice

The People’s Top 3 Choices (from the post-event survey)

  1. PictureLive, which produces multi-sensory guides for destinations
  2. Grit Freedom Chair, an all-terrain wheelchair designed for beach, snow, and ice
  3. Enchroma

Part of what gives the event its special power and welcoming atmosphere is the eclectic mix of presenters and perspectives, including representatives from leading travel organizations like Expedia, TripAdvisor, Airbnb, the National Park Service, and Leave No Trace; consultants/trainers like Greg DeShields of Tourism Diversity Matters; a number of disability travel influencers; and a large collection of leading-edge DMOs.

The DMOs who have put accessibility at the top of their priorities are a close-knit group who share their experiences freely. “It was the most motivating conference I have attended,” one attendee wrote in their post-event survey. “We are like one big family and every one of us is trying to make the world a better place.”

For many attendees, the highlight of the event was the unique perspective and expertise of disabled travelers that gave the Summit its special power, as they combined personal experiences with entrepreneurial insights. Several sessions featured disabled travelers who are building careers as social media influencers. For example, Cory Lee Woodard, who uses a wheelchair, has amassed tens of thousands of followers to his social media. Destinations hire Cory to consult and to post videos and articles about his experience on his blog, Curb Free with Cory Lee. Houston Vandergriff, a photographer, and Downs Syndrome self-advocate, is heading down a similar path with his Downs and Towns blog.

“One of our goals is to help the travel industry change the perception of people with disabilities from that of a compliance headache to an advanced form of guest service,” says Steinman.

In a sign of the maturing of the movement, DMOs reported on various tools they are using to measure results. One particularly innovative approach is a pilot project between Visit Charlottesville, Destinations International, and TripAdvisor. The Tourism for All project is analyzing TripAdvisor comments and user reviews looking for signs of the impact of three years of outreach and visitor education focused on accessibility and DEI.

Research also lies at the heart of Wheel the World, perhaps the most frequently referenced success story at the Summit. Founded by Chilean best friends Alvaro Silberstein and Camilo Navarro, the company has built a massive search engine for accessible travel with fully verified data. The company sends teams out to destinations with tape measures in hand. They’ve assessed hotels in more than 250 destinations using a long list of data points, including width of doorways, height of beds, and amount of turning space in the bathroom.

Wheel the World is also known for its soaring videos of its multi-day trips for disabled travelers including several featuring a beaming Silberstein, who uses a wheelchair, climbing mountains, ziplining, and surfing.

Miles Partneship took conference attendees on a Deep Dive into their most current research on the accessible travel market. The research provides insights into the travel habits of people with disabilities and underlines the power of this travel segment to re-shape the industry in the future.

Destination BC Passes Accessibility Mandate and Forms Accessibility Inclusion Committee

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In September 2022, the Province outlined the requirements for organizations to comply with the Act, including creating an accessibility advisory committee. Destination BC’s AIC is composed of 13 individuals from across the province and will be chaired by Destination BC’s President & CEO, Richard Porges. The committee’s role is to provide recommendations and advice to Destination BC on reducing barriers regarding its programs and policies relating to tourism marketing, development, and management. Destination BC’s application process and assessment approach were co-designed with those that have lived experience and various dimensions of diversity. Utilizing a thorough assessment, this inclusive process resulted in an intersectional group of individuals whose perspectives will support Destination BC in the meaningful implementation of the Accessible British Columbia Act. Read More.

Our Takeaway: This is a huge step towards bridging the gap in accessibility. Those impacted by inaccessibility are able to share their expertise to raise the standard of inclusion.