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.

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Session Overview

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.