Advice for Tourism Businesses
There are around 10 million disabled people in the UK with a combined spending power of £50 billion and one in six – about 10 million – Britons are aged 65 or over. The over-65s traditionally take an additional ten overnight holiday trips annually, potentially spending six weeks or more of the year travelling.
VisitBritain chief executive, Tom Wright, says:
“We know at least 2.5 million disabled people travel regularly, but that many more feel unable to do so because of a lack of facilities. While they and the over-65s may have particular needs, these should not be a barrier to them enjoying the same holiday opportunities as any other visitor.
“Accommodation providers and attractions could reap significant benefits if they can adapt their business to the special requirements of these guests. As we aim to increase the value of Britain’s visitor economy towards £100 billion by 2010, the tourism industry must do all it can to make its products and services accessible for all.”
Since the Disability Discrimination Acts have come into effect, it is no longer acceptable for a business to do nothing to make itself accessible to its customers. The law is however couched in terms of what is ‘reasonable’, which an individual business may find it hard to interpret. This section of the website sets out to assist in giving a plan of action which will help with that.
We also offer an expert advice service, which could prove invaluable.
Being accessible is not about protection against the law, or even how to avoid problems, but about an opportunity to raise standards and to grow.
Accessible and Inclusive tourism is about making tourism possible for everyone – whether you are young, old, a mum pushing a buggy, a wheelchair user, a visually or hearing impaired person, a carer or someone recovering from an accident or an illness
It's about:
- Being welcoming to all
- Thinking through the visitor's experience in all its aspects to meet their needs
- Wherever possible, following the principles of universal design – usable by all
- Bringing tourism up to world class modern standards of service, customer care, and a welcoming environment
It's good business:
- There are at least 10m disabled people in the UK alone, with an annual spend of over £50bn. Of these, we know at least 2.5m travel regularly, but that many do not because the facilities are not there. At present only 2% of accommodation in the UK has been assessed as being accessible.
- There are in the UK 10 million people over 65, and the numbers of travellers of 85 and over is growing significantly – there is a trend for grandparents to take grandchildren on holiday, for example. There is a similar trend across Europe. While we are living longer, and are better off than previous generations, age brings an increasing chance of a disability, although many do not identify themselves as 'disabled'.
- Some 6 million people in the UK are carers. 3 in 5 of us are expected at some stage to become a carer. Carers have frequently expressed wishes to take more holidays, either as respite, or with the one they care for.
- Many people in these groups are not tied to school holidays or weekends for their holiday-taking. They can thus help ease the problem of seasonality in the tourism business.
- Increasingly, conference organisers and those hosting international events will not book venues unless there is sufficient accessibility.
- Visitors with high expectations of accessibility from countries like the US expect to find similar facilities when they book overseas.
It's a moral choice:
- Most businesses reporting back to the Disability Rights Commission (DRC) on alterations made to premises have stated that the moral choice was their primary motivation. However, the majority reported that the investment was repaid in increased business. This applied to the retail sector – there has been no similar survey of tourism alone. The size of the market however above speaks for itself.
Tourism does not always get a good press. A thoughtful, socially responsible attitude is mostly likely to amend this impression.
Younger generations, who may be more comfortable with issues such as race and disability will look to book with those who share a high sense of social responsibility
It's government policy:
The Government's tourism strategy Winning:A tourism strategy for 2012 and beyond published in 2007 set out three goals for accessible tourism, to:
- Improve training and skills so that managers and staff understand the needs of disabled people and can provide them with accurate and reliable information
- Provide better facilities for disabled visitors
- Ensure that destinations are accessible and do not have barriers to mobility
Margaret Hodge, Minister for Tourism, said:
" There is much to do if we are to provide first class tourism services to disabled people in this country. We must improve accessibility in accommodation and in destinations, provide reliable and up to date information about facilities so that disabled people can decide if it is right for them, and show a deeper understanding of their needs. That is why training for staff is so important and that suitable platforms are created to provide information and service.
I would therefore encourage all of you - businesses, organisations,destinations and the public sector - to get behind the accessibility agenda. That will make a real difference to the enjoyment and experiences of disabled visitors in this country and help us get to a position where we are ready and able to welcome those who have special needs to the Olympic and Paralympic games in 2012 and beyond. "
It’s a legal requirement:
The Disability Discrimination Act means that accommodation providers including small hotels and guest accommodation providers have to make reasonable adjustments to the way in which they deliver their services so that they do not discriminate against disabled people and are better able meet disabled peoples' requirements. Taking no action potentially leaves you exposed to legal action against you.
However, the message is that there is plenty that you can do both to demonstrate your commitment to the principle, and to make yourselves more accessible, that does not have to cost an unreasonable amount – and may not cost anything. See Your action plan below, as well as the Easy Access Tips. However a small outlay to have some appropriate advice and invest in this new market could save a lot of money.
(Last Updated: 12-01-2009)