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1、ACCESSIBILITY IN TRAVELSeptember 2023REPORTINTRODUCTIONTYPES OF ACCESSIBILITYWHY ACCESSIBILITY IS IMPORTANTACCESSIBILITY IN BUSINESS TRAVELACCESSIBLE TRAVEL SERVICESCOMMUNICATIONACCESSIBLE TOURISM FOR ALLTravel can be stressful for everyone but travelers with disabilities have more reasons to be wor

2、ried about how smooth it will go.On a trip,they can experience a wide range of difficulties and barriers due to the way that services and environments are designed.Accessibility to communications,facilities,products and services for all should be a central part of any sustainable travel policy.Accor

3、ding to the World Health Organization,an estimated 1.3 billion people-about 16%of the global population-currently experience significant disability,and this number is increasing.1The potential market of people with disabilities in the European Union(EU)is 135 million people.2In Asia-Pacific,the mark

4、et size is 690 million people3,in Latin America and the Caribbean this figure reaches 85 million people4,while in Africa more than 80 million have some form of disability5.In the United States,there are over 42 million people with disabilities,making up 13%of the population6,while in Canada this num

5、ber makes up 6.2 million persons aged 15 and older.7These figures keep growing with population growth,medical advances and the ageing process.1At the same time,a big number of people with disabilities possess the financial and physical capabilities to travel.In the EU,their share makes up 70%of all

6、people with disabilities.81WHO,March 20232WHO,Sept.2019 3ESCAP,UN,2018 4World Bank,20205UN,20186Pew Research Centre,U.S.Census Bureau data,20217Employment and Social Development Canada,20178Bowtell.J.,2015135MEuropean Union690MAsia-PacificPopulation of people with disabilities85MLatin America and th

7、e Caribbean48MAmericaIntroduction80MAfricaTypes of accessibilityDisability comprises a broad range of circumstances,with varying impacts on accessibility.According to the Americans with Disabilities Act,a disability is a physical or mental impairment that substantially limits one or more of the majo

8、r life activities.Different categories of disabilities include vision,mobility,hearing,neurological,cognitive,medical and psychological.9Consequently,when talking about improving accessibility,we may distinguish between the following three types:10In other words,we may distinguish between physical a

9、nd digital accessibility,the latter including communication formats and online booking tools.Physical accessibilityImproving spaces and infrastructure to create an environment where people can move around freely.Communication accessibility Ensuring communication is clear,direct,and easy to understan

10、d and is available in multiple formats so that all users have equal access.Web accessibility Making booking services and related websites easier to access.9The Americans with Disabilities Act(ADA)10European Commission,2023Why accessibility is importantUniversal accessibility in tourism is about:111.

11、Equality,diversity and inclusion,regardless of our abilities2.Understanding the integrity of the accessible tourism value chain3.Ensuring infrastructure,products and services for all people4.Environments enjoyed by both travelers and locals5.Improvements in peoples comfort,safety and life quality6.C

12、hange of mindset by fostering the sectors interest in accessibility7.New experiences,revenue streams,innovation and improved business results8.Consumer loyalty and worker satisfaction9.Coordination between administrations,private sector and local communities10.Working together with organizations of

13、persons with disabilities11.Training and continuing education of professionals in the tourism sector11UNWTO,2021By committing to equality,tourism companies become more sustainable,attract new audiences,and can employ people with various diversity dimensions,generating business opportunities and grea

14、ter product differentiation.ISO Standard 21902 Accessible tourism for all establishes a comprehensive set of guidelines for key players in the tourism value chain to support their efforts in making their infrastructure,products and services accessible.11Why is this standard relevant for business tra

15、vel?It provides tools to:Eliminate all kinds of access barriers for travelersEnsure the integrity of the tourism value chainRaise awareness in the industryTrain corporate travel professionalsAnalyze the offering of competitors and understand the marketGain knowledge on the benefits and business oppo

16、rtunities that accessible business travel entailsOptimize customer serviceImprove product design,marketing and promotionDeliver quality accessible experiencesExplore economic and fiscal incentives for companies to implement accessibilitySave on costs for improvements in coordination by including acc

17、essibility in the planning stageAccessible tourism for all11UNWTO,2021Accessibility in business travelAccording to a study by Accessio Consulting12,70%of travel managers dont know how many of their travelers have accessibility requirements.Some travel managers believe that they have none.24%estimate

18、 the population at 5-10%,which is much lower than the 47%of travelers who identify as having requirements.Travelers use a much broader definition that includes temporary conditions,food allergies,size,chronic pain and more.Traveler satisfaction with their business travel experience is 17 points lowe

19、r among those with accessibility requirements(57%vs.74%of satisfied and very satisfied respondents).12Accessio Consulting,202258%13%12%8%8%46%11%15%30%24%MobilityVisualHearingNeuroOtherMain Accessibility ChallengesOTHER CHALLENGES:Chronic painPregnancy/lactationSevere allergiesSizeTemporary conditio

20、nsTravel ManagerTravelerAs a result,there has been little focus on accessibility,with just 15%of travel management teams having a part-time or a full-time person dedicated to accessibility and 69%saying they dont spend time on accessibility arrangements.Over 40%do not make policy adjustments.So,acce

21、ssible travel support is generally either missing(41%provide no support)or is ad hoc through the TMC(36%).Also,60%of travel managers would not estimate the types of accessibility challenges their travelers face.Those who did overestimated mobility and underestimated neurological and other challenges

22、.This could lead to them providing solutions that do not adequately address the needs of those with neuro and other requirements.Accessible travel servicesIn business travel,accessibility is gradually starting to gain awareness and focus.30%of travel managers are currently working on accessibility o

23、r would like to do so by the end of the year.Another 22%would like to but are currently focused on other priorities.Travel suppliers are starting to pay more attention to the subject.Today,travelers with disabilities have better access to appropriate transportation and adapted hotel rooms.European r

24、egulation no.1107/200613stipulates that all European airports and airlines are required to offer free assistance to persons with disabilities or reduced mobility.The guidelines cover travelers at all EU airports and the operations of EU carriers coming into,within and leaving the EU.They also cover

25、non-EU carriers within or leaving Europe.14Rail companies also offer a free care and traveler assistance service for people with disabilities or reduced mobility.Travel companies dedicated to travelers with disabilities have appeared in the market to tackle the issue of inaccessibility.Universal des

26、ign15is seamlessly implemented into a buildings design.Examples include easy-grip handles,wayfinding signs in different languages,self-opening doors,large hallways,and accessible outlets and technology.Universal design allows travelers to be more independent when seeking out their plane,train,hotel,

27、conference center or meeting room.However,these small but important details are in many instances still missing.Information about the distances at airports,width of doors and availability of elevators at restaurants,availability of bathrooms for people with disabilities,braille signs at every doorwa

28、y these are some of the measures that need to be introduced by every player of the travel industry.There is still a lot to be done by travel suppliers to alleviate the concerns of travelers with disabilities though theyre increasingly introducing services for people with reduced mobility.Below are a

29、 few examples.Travel managers need to consider which of these need to be offered by their travel programs to employees with accessibility requirements,in addition to specialist travel insurance.13European Parliament,200614European Commission,201215Centre for Excellence in Universal DesignAs an indus

30、try,were experiencing increased interest,dialogue and action in improving accessibility for travelers with disabilities.To create inclusive travel programs,we must consider the needs of all travelers.When we design,build and communicate with accessibility in mind,everyone benefits.Yvette BryantSenio

31、r Vice President,Diversity,Equity and Inclusion at BCD Travel“Adapted hotel roomsHotels are innovating when it comes to enhancing the comfort of travelers with reduced mobility.Roll-in showers with seats,automatic door-opening buttons,outside buzzers are just a few examples of the features that full

32、y accessible hotels have.Accor introduced its Smart Room,a new hotel room concept that allies accessibility with well-being and offers from height-adjustable shower heads,basins and beds to furniture with curved edges and wheeled bedside tables.Best Western offers hotels with accessibility throughou

33、t the building and room facilities for travelers with disabilities.Adapted cars for rentVarious car rental companies,such as Europcar or Hertz,offer hire vehicles which have been specially converted for wheelchair users.Another option,Wheeliz,is the leading online network for peer-to-peer hiring of

34、adapted vehicles.Door-to-door transferSpecialized companies offer adapted transfers via adequate adapted vehicles required to assure safe and comfortable travel.Wheelchair accessible vehicles with transfer seats,rear ramp access,a hydraulic lift,a side entry or any mobility equipment accommodate the

35、 needs of travelers with disabilities.Door-to-door baggage deliverySpecialist companies,like Luggage Free or Eelway,offer a delivery service that dispatches traveler bags to their destination ahead of them.Mobility equipment hireBusiness travelers may not be able to bring all the special equipment t

36、hey may need at their business destination.Specialized services can solve this issue.Mobility Equipment Hire service provides rental and delivery of wheelchairs,mobility scooters and mobile hoists.Collaborative networks for people with disabilitiesAccessibleGo offers booking experience for people wi

37、th disabilities and access to a community of people with disabilities sharing travel advice.Jaccede helps find establishments(restaurants,hotels,supermarkets,etc.)that meet traveler requirements in terms of accessibility.Streetco,an inclusive and collaborative GPS application,is designed to help ped

38、estrians find the most accessible way of getting into and around town.Its complete with real-time consideration of obstacles(steps,slopes,impractical pavements,etc.)and nearby points of interest(accessible toilets,bus stops,etc.).Travel companion servicesSuch companies as Travelers Care or GoMo trav

39、el provide travel companions and assistance for vulnerable travelers and persons who prefer to not fly alone.HOW BCD TRAVEL CAN HELPTripSource turns on AI-driven accessibility widgetTravelers can easily access an AI-driven accessibility tool in TripSource,BCDs traveler engagement&booking platform.Th

40、e widget supports users with visual,auditory,physical and speech needs,ensuring a more inclusive workplace environment for every business traveling employee.The accessibility menu offers options for:CommunicationIn addition to working with specialized suppliers and coming up with travel policies tha

41、t include accessibility,travel managers need to tailor communication for employees with various disabilities that may rely on assistive technologies such as screen readers or mouth sticks.Its important to also use the right color palette and contrast,provide information in various formats,use altern

42、ative text or add captions(and sign language support)to videos.All these will help the content comply with accessibility requirements.16Testing for accessibility is important to make sure every traveler has access to the information they need,and all employees are equally engaged.Information availab

43、le via online booking tools should be universally accessible too.17It may be hard to find via mainstream channels,it might be too technical,or it might simply be out of date.This is a challenge often experienced by travelers with disabilities.Its compounded by the fact that many online booking websi

44、tes continue to have accessibility gaps for those with various impairments.Making online booking tools universally accessible is just another key point to keep in mind when striving for accessible travel for all.Improving the current situation and alleviating stress of business travelers with access

45、ibility needs will bring benefits to both the organizations and their employees.16 Advito17 BTesting for accessibility is important to make sure every traveler has access to the information they need,and all employees are equally engaged.HOW BCD TRAVEL CAN HELPAdvito Traveler Engagement can help bui

46、ld a cohesive Diversity,Equity and Inclusion driven communications strategy that is digitally accessible to everyone.Diverse imageryAlternative textVideo captioningColor contrast accessibilityScreen-reader functionalityTranslationsOBT banner magnificationPolicy AssessmentText sizeText spacingDyslexi

47、a friendly fonts,and moreScreen readerColor contrastThe information presented in this report represents the latest view as of August 2,2023.We have carefully researched and checked the information contained.However,we do not guarantee or warrant the correctness,completeness or topicality of this art

48、icle and do not accept any liability for any damage or loss as a result of the use of the information contained within this article.If you have any questions or comments regarding this report,please email natalia.tretyakevichbcdtravel.eu to share your thoughts.Natalia TretyakevichSenior Manager,Research&InnovationREPORT