Guest article by Mike Prescott, former manager of the 2010 Legacies Now in British Columbia, Canada, and Principal, everoneincluded.

Social media is all the rage in 2010. Almost everyone in the tourism industry is aware of this phenomenon. Unlike many “tech fads”, however, social media is not going away. In fact, social media has always existed, it ‘s just that current technologies (known collectively as Web 2.0) exist to make it easy to reach far and wide almost instantaneously. I get excited about the possibilities this has for access tourism. I’m not just talking about work like I did at 2010 Legacies Now to promote accessible tourism in BC prior to the Winter Games. It takes information collecting and awareness building projects like this and many others and breathes life into them. Conversely, there may be no better vessel than access tourism for the promise of social media to make a substantive impact.

Many businesses have jumped into the fray head first. Who doesn’t have a blog, Twitter feed or facebook group? This is just the first step. Mobile applications for the iPhone and Android that can tap into geo-location features are already flourishing (not for accessibility and inclusion purposes, however). Having a good website, well managed social network site and constantly updating your microblog is nice but can I take it with me when I leave the house? Can it guide me to my next stop? Oh, and if your head isn’t spinning enough, consider how you are going to leverage games-based models to compete.

At the heart of this are dynamic human networks – not the technologies we’re more aware of. In access tourism, these networks become even more important. I think the recent literature on social networks and social capital provides us with the language of discourse.

The close bonds of community influence many of our local decisions. Bridges to weak ties alert us to novel opportunities and provide us access to global resources. It is the flexible bands of tribes that offer the greatest return on investment for access tourism. These tribes are roaming the earth, looking for that special destination that exceeds their expectations to tell others in their tribe and community about. These tribes aren’t just people with disabilities or seniors but heterogeneous packs that defy demographic labels. What it is they’re looking for and how to meet that demand will differentiate winners from losers.  The answers to these questions lie in engaging the tribe in authentic discussion. Great companies will know how to leverage social media as part their emerging strategies.

Guest Post by Ivor Ambrose, ENAT

Happily, more and more tourism professionals are “discovering” accessible tourism and why it is important to so many people. One of the most Frequently Asked Questions posed by business owners and tourist agencies is: “How many disabled tourists are there”?   And then there is the more probing question: “So, if it is not just about disabled people, how many people actually need better access, and what kind of things do they need?”.  Answering these questions accurately requires all sorts of qualifications. (I am tempted to say it is like asking: How long is a piece of string….?). We have websites such as the ENAT website, the Quality Accessible Tourism website, and this website (ATNZ) just to illuminate these issues! 
Happily there ARE a few people who have done the necessary research and have some answers about the numbers of people requiring accessible tourism. One of these is Dr. Simon Darcy, Associate Professor at the University of Technology, School of Leisure, Sport and Tourism, Sydney, Australia (and QAT). He himself is disabled and has worked with the tourism industry, NGOs and government agencies for many years. He recently opened a blog called Accessible Tourism Research.   Visit his blog and read his article on accessible tourism statistics. I think you will find out why the answers to the above questions are not so simple (!) but also you’ll get some evidence about how the market is adapting in some parts of the world in order to deliver better access for all tourists.

With updates and  with permission from Competitiveness for European Tourism for All (CETA).

Registration is now open for the first ever conference in New Zealand on Access Tourism.  The conference will look at various aspects of Access Tourism, including some of the following: the current situation in NZ and worldwide, website access and information best practice, government strategy, policy, and obligations, best practice in transport , accommodation, and attractions access,  training for access in the tourism and hospitality sector, legal aspects, and quality rating for Access Tourism products in New Zealand.   It will also include brainstorming sessions on strategies for advancing the development of Access Tourism in New Zealand and developing collaboration as a tool to advance that development.  These topics are based on those most popularly picked from a list of possible topics in an online survey.   The conference is being run by the New Zealand Tourism Research Institute at Auckland University of Technology, and will be a no frills sustainable event.   More information about the conference programme will be posted as it becomes available.

The conference will be held in WA Building, Ground Floor conferene venue, AUT downtown.  For a map, click here.

Adventure South director Geoff Gabites emphasized at the recent Holiday Accommodation Parks NZ (HAPNZ) conference that the ageing market is important.  Speaking about cycle trails, Gabites said that, as an operator, he would like to see cycle trails developed that are flat and easy so he can attract more business.  “Many clients are aged 50 to the high 70s. That is fantastic. We are seeing that age is not the determinant any longer. You can’t segment the market by age any longer because we are staying younger and fitter and healthier for longer.  Some people, who have already done the trip three times, anticipate that when they are around their mid-70s they will continue with that same amount of activity from then onwards until they die. They feel fitter and healthier than they were a decade ago. Their friends are similar.”  Gabites went on to imply that the upper age groups are also bigger spenders than younger ones. “….once (cycle) trails start moving up into grade two and three it becomes the domain of mountain bikes. The age drops and clients get stingier. They put money into their bikes, which they love dearly, but don’t spend money on the likes of our product.” (Inside Tourism 794, July 15, 2010).

The European Commission has announced a new, annual European Award for Accessible Cities.  The award aims to promote accessibility for people with disabilities in four areas: the built environment and public spaces, transport and related infrastructures, information and communication, and public facilities and services. The four finalists of the European competition will be invited to attend the award ceremony that will take place in Brussels on 2 and 3 December 2010 at the European Day of People with Disabilities conference. The winner of the European competition will receive the ‘European Award for Accessible Cities 2011′ and will feature prominently in activities to promote accessibility at European level during 2011.   In addition, a special ‘European Champion for Accessible Cities’ award will be made to recognise the work of a network of cities or initiatives.

Commenting on the awards, Ivor Ambrose, Managing Director of the European Network for Accessible Tourism, the industry watchdog and advisory group said, ”From the perspective of the tourism industry, the European Awards for Accessible Cities are a welcome initiative. We hope these awards will give recognition to cities that have been directing investment towards accessible tourism facilities and services. It should also stimulate cities across Europe to put even more effort into ‘Tourism for All’ – catering to all visitors who need good access”.  He continued, ”Disabled visitors, older travellers and families with small children can all benefit from better access in accommodation, attractions and public transport. Many barriers must still be removed and well-designed services are also very much needed. Cities can profit enormously if they gain a reputation for being accessible and welcoming, not only for holiday tourists but also for the business and conference sector”.

Recent statistics from VisitEngland show that guests with disabilities and long-term health problems, with their accompanying travellers, made up 11% of the visitor overnight stays in 2009, with a value of 2 billion pounds. Trips by this group tend to be longer than average and as a result their spend per trip is higher.

Guest blog, continuing on from 22 June

I spoke in the last blog about the fact that the more research we have done, the more comfortable we feel about our business idea and whether it’s a go-er. We plan to look at all the facts and figures at the end of June and then, take a deep breathe, and decide whether we ‘go for it’ or not.  I tell you one of the things we have been a bit blown away about has been the people involved in this part of the business community. Two main comments here really.  Firstly, every single person we have spoken to or contacted to ask for assistance, advice or information has fallen over themselves to be helpful. Does this sector attract a certain type of person? A repeated comment that comes back is along the lines of ‘yes, please start this business, there is plenty of opportunity”.  Existing operators have had to deal with the fact that whilst they operate their business well, there are such gaps in other areas (the stories I have heard about accommodation that really is accessible ……) that they are thankful to have others starting to consider if they can provide extra service or plug some of the gaps. Can you name another sector where existing operators open up and tell you what they know because they are keen to help you get started???   Secondly, the same names come up time and time again. It’s a small, almost intimate sector where, in the words of the Cheers show, ‘everyone knows your name’.  Hopefully for our next blog, we will be able to share with you some of our findings from our survey – until then!

Guest Post:  Continuing on from April 16, 26, May 13 and 23………….

Well we are certainly learning about this whole new world of accessible tourism and the dynamics of developing a business. Just to recap we have been exploring the idea of setting up an accessible tourism business but have been challenged by the how little information there is about the international visitor market travelling to NZ with accessibility issues.  We decided to solve our lack of information by just asking people for information!!  We currently have a survey (isn’t SurveyMonkey a great website!!!) out in the stratosphere. Interestingly, we obviously have much to learn about using social networking sites to distribute our survey as the response from them has been next to useless. Our best response has been via friends who understand what we are trying to do and who have networks with organisations that support those with disabilities. 

BUT MORE RESPONSES ARE NEEDED!! Can we be ever so bolshie and ask you to take 2 minutes now to fill in our survey – go on!!  The survey is open until mid June and already we are getting eye opening information. The feedback is telling us that there some major themes of what people with disabilities need tourism operators to consider. Overwhelmingly it seems they are not considering these factors to our NZ’s reputation detriment.

(Note: Access Tourism NZ is not involved in any way with this survey – Admin)

ENAT (European Network for Accessible Tourism) reports that TRANSED 2010 will include a technical session on accessible marine travel featuring cruise ship, ferry vessel, and terminal design as part of the Accessible Tourism Track.  In view of the recent passage of the United Nations Convention on the Rights of Persons with Disabilities, the construction, acquisition and operation all cruise and ferry terminal and vessels of signatory nations (including New Zealand) should comply with its accessibility provisions.

The following are keynote speakers:

• Katherine McGuinness (Kessler McGuinness and Associates, LLC, Newton, MA):  expert in accessible ferry transportation; will discuss key issues in accessible ferry docks, and a successful negotiated rulemaking process that resulted in state and national standards for accessible water transportation;
• Douglas Playter, (Principal Project Manager, CH2M HILL, Seattle): prominent US cruise and ferry terminal designer/manager; will outline factors in accessible cruise terminal design and operation. Drawing on his extensive experience in over 35 ferry and cruise terminal improvement projects in North America, he will provide examples of cruise terminals embodying system-wide and intermodal transfer accessibility in accordance with the applicable ADA (Americans with Disabilities Act) standards and guidelines;
• David Chapman (Program Manager, AMSEC LLC, a naval architecture and marine engineering design firm): expert on passenger vessel accessibility: will provide the companion technical piece on accessibility factors in cruise ship design, describe cruise ship universal design and construction features in adherence with the applicable US ADA accessibility standards and guidelines;
• Wanda Harbin (Customer Relations Officer, Marine Atlantic, Canada):  will discuss the importance of staff and personnel training to enhance accessibility in the marine transport systems;
• Clement Lau (Assistant Commissioner (Tourism), Tourism Commission, Commerce and Economic Development Bureau, SAR Government of Hong Kong): will discuss “The Hong Kong Cruise Market and the New Cruise Terminal at Kai Tak”

There will also be many tourism related presentations and numerous conference papers on the demographic profile and travel patterns of the well-travelled baby boomers and persons with disabilities. Greater understanding of this emerging market segment will help the marine transport industry respond to their growing needs through adopting innovative designs, products, services and staff training.  The main conference and exhibition will be held at the Hong Kong Convention and Exhibition Centre, 1 Expo Drive, Wan Chai, Hong Kong, June 5-8, 2010.

The Australian Disabilities and Development Consortium (ADDC) will be discussing accessible tourism at their upcoming conference (Darwin,15-17 September 2010). The discussion will be included in a session that looks as the ways in which leisure activities can improve empowerment and social justice. As well as tourism, such leisure activities include sports, involvement in the arts, music, dance, and drama. The ADDC is an international network focusing attention, expertise, and action on disability issues in developing countries and so the conference is very firmly based in providing better access to services and social justice in developing countries – specifically the Pacific Islands and Asia.

Brian Seaman of Tourism for All UK reports on the ENAT website:  On Friday the 12th March, ITB Berlin, the largest tourism trade exhibition of its kind, hosted a two hour workshop on accessible tourism. In front of an audience of 80 trade representatives, panellists discussed how Europe is meeting the needs of disabled visitors, followed by an in-depth Questions and Answers session hosted by SAT 1 TV presenter Bettina Cramer. Principally this session was about good practice and how the requirements of disabled people are being met in Europe, the barriers to tourism for disabled people and how these might be overcome.  Participants included:  Dirk Janczewski, Founder of Barrier-Free-Tourism.eu,  Lillian Muller, President of ENAT (European Network for Accessible Tourism), Mohammed Al-Tarawneh Vice-Chairperson of the UN Committee on the Rights of Persons with Disabilities, and Honorary ENAT Member,  Dr Rudiger Leidner – President of the Coordination Board on Tourism of the German Association for the Blind and Visually Impaired, and Angel David Herrera González – Counsellor of Tourism for Arona in Tenerife.         In her opening speech, Muller pointed out that:

• Access Tourism is the fastest growing market in tourism
•  the Access Tourism market is equivalent to at least 630 million overnight stays in Europe per year (European Commission figures)
• 130 million in Europe alone want Access Tourism products
• Access Tourism visitors are willing to spend more money on their holidays, like to travel in the low season, are more loyal to destinations, and often travel accompanied by family and friends
• Catering for the Acces Tourism market can lead to increased turnover, a prolongeds season, and new job opportunities

Auckland’s newest railway station has won high praise from blind and partially-sighted people.   ”The Newmarket station’s only one week old and so it’s great to get such positive feedback from the blind community so early on. They are an important part of Newmarket and so we’re delighted they’ve give the station the thumbs up,” says Cameron Brewer, chief executive of the Newmarket Business Association.

Continue Reading

e-Travel Blackboard reports that Jetstar, which recently apologised about  its wheelchair policy, has now had to apologise to a visually impaired couple who were not allowed to book their guide dog onto their flight. 

Continue Reading

Attendees at World Travel Market’s first-ever session devoted to the disabled market heard from a leading specialist tour operator and web design agency.

Amar Latif, founder and director of specialist tour operator Traveleyes, said that his business targeted destinations on their appeal rather than their accessibility. “We choose interesting destination and tailor the trip to make them more sensory,” he said.

Latif is well known for his appearance on the BBC2’s documentary series Beyond Boundaries, which followed a group of disabled people crossing jungles in central America.  Latif said that Traveleyes is the first commercially-driven business to operate in this sector, rather than a charity.  Traveleyes tours have an equal number of blind and partially sighted people, with the sighted people getting a discount on the cost of the holiday in return for acting as a guide. He was quick to point out that the sighted persons are not intended to act as “carers” for their companions. “All they do is help them experience the destination.”  To see a clip about Traveleyes that appeared on television in New Zealand, click Traveleyes

Lee Rotbart, director of marketing for web design agency Reading Room, said that businesses which didn’t make their websites accessible were “shutting the door on up to 10 million UK customers”. Disabled people are also more likely to shop online that the general population, she said.  She argued that all web sites should be accessible because web sites should be simple and straightforward. “Take your mouse out and see if you can navigate around with tabs. If you can’t, then neither can a lot of your customers,” she said.

Similarly, images need to be tagged in order for screen-reader software to work, so co-ordination between the various departments involved in designing a site is essential.  But the overwhelming reason for making a site accessible, she said, “is that they get ranked higher in Google, and that is how 90%+ of customers will find your web site.”

 News and views about  tourism, travel, and leisure that is accessible to people with disabilities, seniors, and Baby Boomers who will experience increasing disability as they age.

Blog developed by Sandra Rhodda, Director, Access Tourism New Zealand, and Senior Research Officer, New Zealand Tourism Research Institute,

Auckland University of Technology.

Register for NZ’s First Access Tourism Conference Here

107 Days Until the First Baby Boomer Turns 65