Helping the travel industry to offer holidays that are accessible is an essential part of ABTA’s work and this goes hand-in-hand with creating confident customers.

Meeting the needs of customers with disabilities is not only a legal requirement for all travel companies but also makes good business sense.

There are almost 14 million disabled people in the UK and with an ageing population and an increase in non-visible disabilities, this looks set to increase. Together with the family and friends they may be travelling with, this is a very significant market for the travel industry. The spending power of disabled people – 'the purple pound'–- is almost £250 billion.

All customers are unique and many who are not obviously disabled may need assistance at some stage of their holiday. This includes, for example, ten million people who are deaf or hard of hearing, two million of which are hearing aid users and may benefit from visual information systems including clear signs and pictograms or induction loops. Or the nine million people with arthritis who may benefit from level surfaces, seating or handrails, and the two million blind and visually impaired people who may benefit from clear websites, large print, colour contrast, tactile surfaces or audible information systems. There are 850,000 people with dementia in the UK who may benefit from increased understanding and support. Accessible tourism is also important for customers who have a short-term issue, such as a sprained ankle.

A successful accessible tourism approach requires understanding the legislation, developing a policy, understanding your product, working with suppliers, reviewing your marketing and training your staff. It’s also important to consider every step of the journey including booking, the journey, accommodation and excursions.  

ABTA has put together substantial guidance for our Members on how to service the needs of disabled and less mobile passengers, which includes: 

• Practical guides covering each part of a customer’s journey, from point of sale to return journey
• A checklist for disabled and less mobile passengers for travel companies to ensure they understand their customers’ needs
• Guidance on your legal obligations and on practical issues such as encouraging customers to pre-notify
• An online e-learning tool developed to help staff working in the travel industry build on their knowledge of accessible tourism and meet customer needs.

On 8 May 2019, ABTA will hold its annual Accessible Travel and Tourism Seminar in central London. This one-day seminar offers practical support on a range of accessibility issues in connection to travel and tourism. Attend to get expert guidance from people with access needs, disabled holidays specialists and forward-thinking mainstream travel agencies about how to integrate inclusivity into your holiday provision. 

To find out more, download an agenda and book your place on ABTA’s Accessible Travel and Tourism Seminar please visit abta.com/abtaevents