Playbook

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.

Obstacle	Solutions
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)