New guidance and checklist helps Members understand requirements, and how best to meet disabled customers’ needs

ABTA announces today that it has produced updated guidance to further help ABTA Members ensure that disabled and less mobile passengers get the most out of their travel and holiday arrangements.

The guidance is available in the Member zone of ABTA’s website – www.abta.com/member-zone/travel-essentials - and includes a booking checklist, practical guides on each part of the passengers’ journey and companies’ legal obligations (particularly following changes to the requirements on maritime travel), plus free online training for ABTA Members.

It is the most comprehensive accessibility resource produced to date by ABTA – and aims to be a one-stop-shop for all Members looking for clarity on their obligations, and for practical support in improving their customers’ travel experience.

Nikki White ABTA Head of Destinations & Sustainability said; “Meeting the needs of customers with disabilities is not only a legal obligation but also makes extremely good business sense. Throughout the UK there are millions of people with some form of disability. Properly understanding and servicing their needs and requirements opens up access to a substantial and important market and helps to ensure that passengers have problem-free and enjoyable experiences. However, knowing what kind of questions to ask, how to ask them and where the information needs to be sent is not always easy. Our guidance is intended to make this process clearer for our Members.”

Included in the guidance is a checklist for disabled and less mobile passengers, an easy-to-use tool for ABTA Members to use with their customers in the booking process.

Aimed at passengers who may have a disability or medical condition and special requirements relating to accommodation or transport, for example, the checklist helps ABTA Members obtain the relevant information so that tour operators and transport providers can assess the needs of passengers and give better advice on more appropriate holiday choices.

Nikki White ABTA Head of Destinations and Sustainability continued: “The travel industry and ABTA Members in particular have made great progress in making holidays and other travel arrangements accessible to all. A proper assessment of the needs of disabled travellers, obtaining relevant information and transmitting it in plenty of time to transport and other providers is essential. Members will now have a thorough and practical guide to this process – helping them to improve the customer’s experience as well as better meeting their needs.”