Access Tourism NZ TOURISM FOR PEOPLE WITH DISABILITIES, SENIORS, AND AGEING BOOMERS IN NEW ZEALAND AND WORLDWIDE

Karola Woods is a writer and her husband Chris is an iPhone App developer. Although a lot of people could say they have a passion for coffee, cafes and cake, Karola and her husband have taken their obsession one step further. Together they’ve built and launched an iPhone App called London Thru Cafes, which covers 90 great cafes in the capital and hundreds of places to visit nearby. They also include all kinds of access information. Here’s Karola’s viewpoint on building an App that hopes to go that one step further.

We knew we were taking on extra work when we decided to include access details for the cafes and places of interest in our App. We thought, ‘Well, if we’re including things like opening hours, WiFi and gluten free details, surely we should include if someone in a wheelchair can enter a cafe or not – or if a gallery does tours for the blind?’   For our featured cafes, we include access details – whether there are steps, if it’s spacious and if it has an adapted toilet. There’s also a telephone number and website address if further information’s needed.  For venues such as museums, cinemas, galleries, theatres and attractions, we include wheelchair access details plus information relevant to that venue or experience. If it’s a play, we include if there are sign language performances or details of audio description.

My elderly mother uses a wheelchair and is partially sighted, so from experience I’ve included details on parking (e.g. finding out about disabled bays in central London car parks and information on Blue Badge bays for UK and EU visitors).  There’s information on how to book assisted travel on trains and planes, details of adapted vehicle hire companies and which tube stations are step-free. Also, there are little snippets of information that not all visitors might know – such as buses and black cabs being wheelchair accessible. In writing this App, I’ve learned quite a lot!

Our App has been live for six months now and we will update access details as much as admission fee or opening hour changes. Giving access details means looking at a place holistically, from all senses and viewpoints, and while we hope we’ve done this, we always welcome feedback. Why wouldn’t we want to give anyone the means of experiencing London at its best? That’s what it’s all about.”

Useful numbers and links:

London Transport 0843 222 1234 (24 hour) (Textphone 020 7918 3015)

National Rail Train Enquires  08457 48 49 60 (24 hour) (Textphone 0845 60 50 600) From outside the UK, call 00 44 20 7278 5240. National Rail can put you through to the relevant train line where you can buy your tickets and arrange assistance at the same time.

To pre-book a day or more at a central London car-park, airport or port, visit ParkBCP. Tel 0800 316 0169. From outside the UK, call 00 44 1303 815 346. NCP and Q-Parks car parks allow pre-booking for shorter visits.

For Tube access and tube station toilet access, click here.

Telephone directories once you are in the UK are 118 118 or 118 500. International Directories are 118 505.

Police/fire/ambulance is 999 (Textphone 18000)

And for a 24 hour health phone line while in the UK call NHS Direct on 0845 46 47 (Textphone 0845 606 46 47).

At the 9th February at a European Parliament Hearing on Accessible  Tourism, Mr. Costas Andropoulos, Head of the European Commission’s Unit:  “Support to Tourism Industry, CSR, Mutuals and Cooperatives“  announced that 1 million Euros will be allocated to stimulate “Tourism for  All” initiatives in 2012.

Areas in which actions will be taken include:

• Mapping the demand: What are the travel patterns  and exact needs of people with disabilities?
• Mapping supply: An EU-wide performance check  on major tourism facilities, services, accommodation, websites,…
• Improving skills: Understanding people’s needs – identify gaps in the current level of skills to cater for people with access  needs & dissimination of best practice in disability training
• Fostering awareness of the importance and the  potential of tourism for all, with a stakeholder conference in 2012, and EU  awards:
  • European Destinations of
    Excellence Network (EDEN) awards
  • Access City Award
  • A new access award for tourism operators.

Mr. Andropoulos closed his short presentation by indicating that the  Commission is interested in receiving more ideas for improving tourism  accessibility in Europe.

Further information

Accessible Tourism webpage  at the European Commission, DG Enterprise

Blog report about the event by JlagEurope

See also:  Presentation at the European  Parliament Hearing by ENAT Executive Secretary, Mieke Broeders (PDF document).

The National Center on Accessibility is a center of Indiana University’s Department of Recreation, Park and Tourism Studies within theSchool of Health, Physical Education and Recreation.  Since 1992, NCA has played a critical role in increasing awareness of inclusion of people with disabilities in parks, recreation and tourism while advancing the spirit and intent of the Americans with Disabilities Act, Rehabilitation Act and other disability legislation.  Through research, technical assistance and training, NCA builds a continuum of comprehensive services for park and recreation practitioners, focusing on universal design and practical solutions that create inclusive recreation opportunities for people of all abilities.  NCA is funded in part by theNational Park Service.

NCA conducts and facilitates research on issues critical to access in recreation environments. NCA has partnered with researchers from the universities of Minnesota, Utah, Georgia and Tennessee to discover the needs and preferences of people with disabilities. NCA Research provides professionals with practical solutions to enhance access for visitors with disabilities. NCA Research has shaped the development of policy and accessibility standards nationally and internationally. Electronic copies of all NCA research reports are available through the IU Scholar Works repository.

NCA Education programs are designed to engage practitioners in recreation access issues with instructors nationally recognized for their expertise and commitment to inclusive recreation environments for people with disabilities.  Thousands of park and recreation professionals, architects, landscape architects, planners, interpreters, accessibility coordinators, administrators, advocates and consumers have not only participated in NCA Education programs, but as a result have been able to create change within their organizations and communities leading to a society more inclusive of people with disabilities.

NCA professional staff give personalized technical assistance on a broad range of issues related to compliance with disability legislation and accessibility standards. Drawing on a national network, NCA can respond to requests for information with the latest trends, the most current information on accessibility standards, rulemaking, program modifications, equipment, vendors, best practices and innovative solutions.

Guest blog by Mike Prescott, BSc, MBA,  former manager of  2010 Legacies Now in British Columbia, Canada, and Principal, everyoneincluded. Mike is an access strategist with over 20 years experience working with people with disabilities in a variety of roles.  His expertise lie s in the area of strategic planning, social media and network analysis, knowledge management, and iclusion programming.  Twitter, @every1included

Think Seamless Experiences

Accessible and inclusive travel provides opportunities for everyone but in particular meets the needs of people with disabilities, ageing seniors, families with small children and the people they travel with. They are currently the largest and fastest growing segment of the travel market but remain the most under-served. This means they are an opportunity for forward thinking organizations that want to be more competitive in today’s tight economic environment and realize a sustainable competitive advantage.

If you are a destination management organization, chamber of commerce or international chain resort, the way to promote an inclusive travel experience and exceed expectations is think seamless. What does this mean? It means that you design and deliver services from end-to-end from the traveler’s perspective and promote them honestly.

The experience life cycle often begins by promoting all the great things you have to offer. This is your chance to help people “imagine themselves” there -staying in your hotel, eating at your restaurant or watching a performance in your theatre. Imagery and language can be powerful and inspirational but they must remain authentic and avoid tokenism. To achieve this delicate balance, consult experts that understand your target market and the levers they respond to.

Moving from awareness to decision making requires trusted information. This can be achieved through multiple channels. Offering detailed information about the physical layout and nature of your services through the web is an effective way. On-site opportunities are also useful to draw in people as they pass by your establishment  (serendipity can get a helping hand). A word of advice here: if your business includes a registration component, make sure there are options for noting special needs if needed. For instance, if you have accessible suites listed on your website, make sure there is a way of reserving them. There is nothing worse than arriving at your destination only to find that the only accessible room has been given to someone else.

This transitions into the welcoming stage nicely. This is often your best opportunity to make a first impression (at least face-to-face). You don’t want to have anything that deters them from following through on the decision they have already made. This can be as simple as having signs to help people get around or friendly staff that have been trained to be responsive to all of your customer’s needs. The caution here is to not overdo it. Start with,“how can I help you” and make your way from here.

Now that you’ve successfully got them in the door, it is time to dazzle. The core of your experience should be designed with the customer in mind. Again, this includes the physical space, design of your services, staff training and orientation, policies and practices, alternative communications, adapted devices and equipment and any other need that may arise. Trying to do this last minute is not a good strategy. While you may not be perfect every time, learn from any failures and respond quickly.

Lastly, is the follow through – staying connected with customers to learn, build loyalty and extend your reach. In the world of disability, social networks can be powerful influences – for good or bad. Word travels fast and you want to be able to be in on the conversation. Reward those that endorse you and engage those that leave dissatisfied. Being quickly responsive to a bad experience can rebuild confidence and keep you in a customer’s good books. Most people who are seeking accessible and inclusive travel experiences realize that businesses are still learning and will want to
increase the number of opportunities available.

These five steps are continuous cycles of opportunity for you and your customers. To be successful in offering inclusive travel experiences, you need to understand how this will affect your ability to attract and retain a market segment that approaches 50% (this includes seniors, people with disabilities, families with small children and each of the people they travel with).

1. Promote

2. Inform

3. Welcome

4. Deliver on the experience

5. Stay connected

The USA Transportation Security Administration (TSA) has launched “TSA CaresT”, a new helpline number designed to assist travellers with disabilities and medical conditions, prior to getting to the airport. Travellers may call TSA Cares toll free at 1-855-787-2227 prior to travelling with questions about screening policies, procedures and what to expect at the security checkpoint.

Since its inception, TSA has provided information to all travellers through its TSA Contact Centre and Customer Service Managers in airports nationwide. TSA Cares will serve as an additional, dedicated resource.   TSA Cares representatives will provide assistance, either with information about screening that is relevant to the passenger’s specific disability or medical condition, or the passenger may be referred to disability experts at TSA. TSA recommends that passengers call approximately 72 hours ahead of travel so that TSA Cares has the opportunity to coordinate checkpoint support with a TSA Customer Service Manager located at the airport when necessary.

The hours of operation for the TSA Cares helpline are Monday through Friday 9 a.m. – 9 p.m. EST, excluding federal holidays.  After hours, travellers can find information about travelling with disabilities and medical needs on TSA’s website. To learn more click here.  All travellers can contact TSA using Talk To TSA, a web-based tool that allows passengers to reach out to an airport Customer Service Manager directly, and the TSA Contact Centre, 1-866-289-9673 and TSA-ContactCenter@dhs.gov, where travellers can ask questions, provide suggestions and file complaints.

The Paz y Bien Association has recently been set up in Andalusia and Portugal to support the development of accessible tourism in Andalusia through the creation of an Iberian Network for Accessible Tourism. Among the members in Andalusia and Portugal that have already confirmed their commitment to the Network are travel agencies, groups of people with disabilities, municipal and provincial government institutions, consulting firms, university research groups and others showing a strong track record for promoting tourism for all people. This is the first platform of its kind to be launched in Spain and one of only a few that exist at an international level. Others include the European Network of Accessible Tourism (ENAT) and the International Organization of Social Tourism (IOST). The new Network will work with these and others to learn about experiences in this field and enhance their contributions to the Andalusian and Portuguese companies and entities.

The initiative is part of the project Euroempleo in Paz y Bien that is developed through the co-financing of the Andalusian Employment Service and the European Social Fund. It is called ‘Accessible Tourism: a new source of employment’. A network had been created that will act as a transnational working group to analyze and propose accessible tourism projects to be implemented within the member territories. The founding partners are: the City Council of Lousã, Accessible Portugal, Elo Social Association, Salvador, Cercibeja, Ancora and Essentia Association; the Provincial Tourism Office of Huelva, La Gaviota Association of Puerto Santa Maria (Cadiz), the Accessible Rural Hotel Sierra Luz, the Provincial Federation of Associations of People with Disability of Jaen, Huelva Employers Federation, Semer Tourism Company, GECA, the Local Development Institute at the University of Huelva and the Paz y Bien Association on the part of Andalusia, as well as the Iberian Association of Cultural Managers and ProAsolutions entity.

After its first meeting, members decided to work on the development of statutes, the creating of an identity that represents the network concept, work on projects about accessible tourism, and the profit of this net to each of its components and the tourism industry in general. Other ideas put forward were the possibility of joint projects, the opportunity of accessible tourism to overcome the current economic crisis facing traditional tourism models, the creation of quality jobs, and enlarging the network.

The Iberian Network for Accessible Tourism has already had an impact, and new entities in Spain and Portugal have shown an interest in participating.

DisabledGo will sponsor the Access for All category at this year’s VisitEngland wards for Excellence.  DisabledGo is an award-winning disability organisation that has been in operation since 2000. They  produce detailed online access guides to a huge range of venues.  There have been nineteen quality applications for the Access for All category.  Welcoming DisabledGo’s sponsorship VisitEngland’s Chief Executive James Berresford said “We are delighted that DisabledGo with its outstanding reputation in providing up to date information on access to all types of facilities including tourism businesses have agreed to sponsor the Access for All Award. It is an honour to have them on board”.

In a video message from the industry Minister for Tourism and Heritage Jon Penrose MP underlined the importance of the Awards to tourism in general and tourism businesses in particular. “You, in the industry, are already well aware of the high contribution tourism makes to the economy as a wealth and job creator. I want, therefore, to concentrate on why participation in this awards scheme is important for your business in particular, and the industry in general.”

Travelling Chair is a social networking website where people with disabilities can rate, review and share information on public venues on accessibility.  The website is new but already carries accessibility information about everything from coffee shops to hotels, from clubs to shopping in Victoria Australia.  Grit Media developed the site after finding it difficult to get information about disabilities access at venues.  They found that online databases tended to be out of date with no more than a picture of a chair to indicate accessibility. Calling venues was problematic as staff would often not understand what was needed in terms of bathroom size, wide doorways, space between tables, etc.  Physically checking places out was just far too time consuming.  What was needed was a detailed, updatable database, easily searchable by types of accessibility and physical location; a place where people who understood accessibility could share information about their experiences and make it publically available.  Hence they developed Travelling Chair.  Everyone is invited to add reviews to the site.

Guest blog by Alberto Borgato.  Alberto heads the Quality and Environment Management and Jesolo4All units for the Jesolo municipality (Gestione Qualità e Ambiente, Comune di Jesolo).  He has a degree in economics. 

The City of Jesolo (about 30 km from Venice) is an important holiday location with about 5 million visitors every year. With a 15 km beach of golden sand, our main customers are family and children. By this, our attention is focused on their needs.  All the tourist structures such as hotel, rent apartments, beach concessions, restaurants, etc. are tourist oriented and in the last 10-15 years several of them have been upgraded and now are able to accommodate people with disabilities or families with baby buggy.

Our role, as administrators of the city, is to gather all information about easy accessibility, to validate access  with a team of experts (some of whom are people with disabilities) who ascertain on site all the necessary measures and data,  and to publish this information in order to let visitors with disabilities know what to expect from their holiday in Jesolo.

At the moment we have gathered informations about:

· 15 hotels

· 13 restaurants

· 2 beach concessions (this number will rise as soon as our holiday season start)

· 2 disco club

· 1 water fun park

· Aquarium, reptilarium and shark expo

· the gaming hall Venice casino

· 1 campground

· Pala Arrex (a multi purpose building for big events)

· All the seafront promenade

· The City Hall

· The main street (a promenade street which becomes an open air shopping center in summer), and the main squares of the town

More will follow.  All of this information is detailed reports that everyone can find on our tourism site on the Jesolo for All page.  By searching for “disabilities” you can find all the hotels that have published detailed information about their own accessibility by the use of records with data, descriptions and pictures.  Some of them are already in English but for the remainders the reports are only in Italian for the moment.

Another interesting project of the Municipality of Jesolo is about the accessibility of playgrounds for children. “How to make playground without barriers“, focused on the planning of a playground using concepts such as “Universal Design”.

Auckland Art Gallery facade

Arts organisations and venues will become more accessible this year, thanks to eleven grants provided by Creative New Zealand for projects ranging from sign language interpretations and audio described performances to music workshops and concerts for disabled children and young adults, and improved physical access.   Totalling $30,000, the one-off grants are being administered by Arts Access Aotearoa through its Arts For All Programme, a partnership programme with Creative New Zealand. The aim of this programme is to work with representatives from the disability sector to support arts organisations, venues and producers to improve their access.

Stephen Wainwright, Chief Executive, Creative New Zealand said the one-off grants signal the organisation’s commitment to supporting improved access to arts events for all New Zealanders. They complement the publication Arts for All: opening doors to disabled people and the annual Big ‘A’ Creative New Zealand Arts for All Award.  “It’s great to see the range of projects and the organisations’ enthusiasm to build new audiences by making performances, facilities and information more accessible to disabled people,” he said. “I look forward to seeing the long-term impact of this investment and of Arts Access Aotearoa’s Arts for All Programme.”

Richard Benge, Executive Director, Arts Access Aotearoa said the one-off grants build on the work being done through the Arts For All Programme. They have also prompted valuable discussions with the organisations.  “I am very pleased to see the level of commitment and creative ideas coming from the arts community to improve access for everyone wanting to engage in the arts,” he said.

The eleven grant recipients will also contribute their own funding to their projects.

The grants will go to

• Auckland Art Gallery Toi o Tāmaki to increase access to its programmes, provide disability awareness training for staff, and provide a series of signed talks about works in its collection in 2012

• Auckland Theatre Company to install ramps in its premises and make its website more accessible to people with a visual impairment

• Capital E National Theatre for Children to provide signed performances of three different works in its 2012 programme

• Chamber Music New Zealand to present a workshop and concert in the Wellington Town Hall for disabled children and young adults so they can experience live music up close, and interact with musicians and their instruments

• Fortune Theatre, Dunedin to establish best practice methodologies for audio-described performances and present six audio-described performances in 2012

• New Zealand Symphony Orchestra to increase the number of its performances to students in special needs schools in Auckland

• Pablos Art Studios, Wellington to provide staff training for its tutors, enhancing their engagement with those studio’s artists who have visual, hearing or communication impairments

• Q Theatre, Auckland to develop an accessibility policy and action plan, promote its access to a wide audience, and provide disability awareness training for staff, board and management

• Silo Theatre, Auckland to provide signed performances of Tribes by Nina Raine, an award-winning work about the politics of communication for hearing, hearing impaired and Deaf people

• Studio2, Dunedin to display artwork by disabled artists to professional standards in its exhibition space

• Theatre Royal Charitable Trust, Christchurch to contribute to the installation of an accessible lift, catering for disabled patrons, to the upper levels of the Isaac Theatre Royal.

Source: Arts Access Aotearoa

Tourism for All UK (TFI) is a national charity dedicated to standards of world class tourism which are welcoming to all. TFI is a prime mover in improving access to knowledge about tourism, travel, and hospitality that is accessible (see for example, the article here).  With the Olympics and Paralympics only months away, the UK is gearing up to welcome the world’s finest athletes along with thousands of visitors from across the globe. TFI and Hudson’s Heritage are working together with DisabledGo and the tourist boards to bring accessibility in the UK tourism market to the forefront, in the form of an Open Britain app which will give ‘on the go’ disabled visitors the ability to search for sites close to their current location with the facilities they need, as well as being able to browse by selected profile. This will be available in March and supported through the website, which will also offer an unrivalled nationwide search of accessible tourism sites. Companies wanting to ensure that their business is represented should contact peter.diggles@hhgroup.co.uk

Facilities for disabled visitors are often lacking, and where they do exist, are not notified to potential customers. This means the industry is missing out on a substantial potential market. As the UK sees an influx in foreign visitors for the games, there will be many who need these facilities, and businesses of all kinds need to be prepared, ensuring any equipment they have is serviced, making improvements in areas that currently aren’t accessible and ensuring that they share their accessibility messages with potential visitors. In addition businesses need to ensure their staff are fully equipped and confident to welcome any guest, whatever their ability, which includes understanding facilities available and how to operate these.

Tourism for All UK is a national charity dedicated to standards of world class tourism which are welcoming to all. Tourism for All UK contains the knowledge gained over the past 30 years in providing information to the public, especially to older or disabled people, with the only UK helpline, on where their specific access needs can be met so that they can fully participate in travel and leisure. They also champion the cause of accessible tourism with policy-makers in the UK and Europe. In prompting the visitor industry to cater for all needs, TFA has also developed an unrivalled knowledge and expertise to help businesses make changes that are practical and realistic. For further information contact info@tourismforall.org.uk

Hudson’s Heritage is part of the Heritage House Group. Probably best known as publishers of Hudson’s Historic Houses & Gardens – a market-leader for 25 years – the group also provides a range of other B2B services for the heritage sector. Its contract publishing division has produced their souvenir guidebooks for many of the leading heritage attractions for many years. The company has worked closely with the HHA and other leading heritage groups over a long period.

DisabledGo is an award-winning disability organisation in operation since 2000, producing detailed online access guides to a huge range of venues. DisabledGo is one of the largest disability organisations in Europe. Passionate about grassroots consultation, they have to date involved over 800 groups of disabled people and hold 3 feedback sessions per week across the UK and Ireland.

OpenBritain is the UK’s biggest directory of accessible accommodation and travel.

Follow them on Twitter: @tourismforalluk @HudsonsHeritage @DisabledGo

Europe’s leading Accessible Travel organisation, Tourism For all UK is teaming up with the global travel community on Tripbod.com.  The aim is to find as many local people as possible with a knowledge of accessibility in their area to become ‘Tripbods’ and offer their local knowledge to visitors.  Tourism For All’s Carrie-Ann Fleming, says “it’s all about empowering truly independent travel. Connecting with a like-minded local Tripbod before you arrive means you get straight to the knowledge source you need. Disabled people already have all the knowledge they need gained from experiences, good or bad, to offer others with similar concerns invaluable local travel advice and information.”  Tripbod’s founder Sally Broom points out that every product listed on Tripbod has an accessibility rating.

The announcement comes within days of Easyjet hitting the news for two cases of discrimination against disabled travellers and Broom acknowledges the timeliness of the partnership. “These cases reflect poorly on the travel industry and we want to show another side of the story. 2012 is a massive year for travel in the UK and it would be both a shame and a failure if visitors are unable to enjoy fully their visit due to poor information.

Fleming adds, “The initial focus of the partnership will be on recruiting Tripbods in the UK with a knowledge of local accessibility, but the existing Tripbod network is global and we are welcoming everyone everywhere with a passion for independent accessible travel to join us. What’s more, we will be offering simple and effective training for Tripbods who want to help disabled travellers but need a bit more advice and support.”

Anyone interested to learn more can visit www.tripbod.com/accessibletravel
or email hello@tripbod.com.

In 2011, the New Zealand National Foundation for the Deaf (NFD) commissioned the New Zealand Tourism Research Institute (NZTRI) to conduct research into the tourism, travel, and hospitality experiences and needs of people with hearing impairments.   Hearing impairment ranges from slight hearing loss to total loss. The research was led by Dr. Sandra Rhodda, Research Programme Leader in Access Tourism. The research included two surveys, one for residents of New Zealand (“NZ”) and one for residents of countries other than NZ (called Internationals, or “Int”) who are deaf or have hearing loss.   The aim of the research was to find out what it is like to travel with hearing loss, how the travel experiences of hearing impaired people can be improved, to establish what people with hearing loss want in terms of tourism products and services, and to offer a better understanding of Access Tourism as a legitimate tourism market.  It also evaluated the case for the development of a ‘Hearing Tick’ for tourism businesses that cater for people with hearing loss.

In summary, the survey found that

• The top four reasons why NZ and Int respondents travel in general are: for enjoyment (84%/91%), to connect with friends, family or partner (84%/59%), to have new experiences (65%/72%), and for relaxation (53%/57%).  In other words, for the same reasons as people without hearing loss travel.
• NZ respondents on average took 7.18 overnight domestic trips during 2010; this is more than the number of domestic overnight trips (4.2) taken by NZers in general. NZ respondents took either one (30%), two (11%), or three or more (10%) international trips during 2010. Forty-nine percent did not travel internationally.
• The primary reasons NZ respondents took their most recent domestic trip were to be with friends and family (31%), to holiday (25%), for business (11%), or to attend conferences (10%).
• The majority (82%) of NZ respondents travelled with at least one other person on their most recent domestic trip – mainly a spouse or partner (73%). Eighteen percent travelled alone.
• On their most recent domestic trip, NZ respondents stayed an average of 4.6 nights away from home, and spent on average $107 per person per day on transport, accommodation, activities and attractions, and food and beverage.
• Thirty-three percent of Int respondents took between three and five domestic overnight trips in their own country. The mean number of domestic overnight trips taken by Int respondents was 6.8.
• Forty percent of Int respondents did not take any international trips during 2010. Of those who did travel internationally, the majority (83%) took between one and three trips.
• Forty-three percent of Int respondents have previously visited NZ, 47% have never visited NZ but plan to do so one day; 10% have never visited and have no plans to do so.
• For those Int respondents who have been to NZ, the main reasons for their last visit were ‘holiday’ (42%), to be with friends and/or family (15%), and to attend a conference or similar event (13%).   The majority (83%) of Int respondents who visited NZ travelled with at least one other person on their  last visit – mainly their spouse or partner. Seventeen percent of Int respondents travelled by themselves to NZ.  On their last visit to NZ, Int respondents stayed an average of 13.2 days.
• Just under half (46%) of NZ respondents are somewhat dissatisfied with the number of domestic overnight trips they currently take. Factors that prevent these respondents from travelling more domestically are cost (74%), a concern that their hearing needs will not be met (37%), and difficulty finding information about access for visitors with hearing loss (24%).  Fifty-nine percent of NZ respondents ‘agree’ or ‘somewhat agree’ that they would take more domestic overnight trips if the level of service for people with hearing loss across the tourism industry in NZ was improved.
• Just under half (43%) of Int respondents are somewhat dissatisfied with the number of international trips they currently take. Factors preventing Int visitors from taking more international trips are cost (73%), time constraints (54%), concerns that their hearing needs will not be met (33%), and difficulty finding information about access for visitors with hearing loss (25%).
• Both NZ and Int respondents agree (mean 4.4-4.6 out of 5) that the most important access needs when travelling away from home include customer service staff who have a ‘can-do’ attitude and the provision of reliable information. This includes information about safety in clear print, emergency alarms in public areas that are visual as well as audible, public audio announcements also provided in text on TV screens, and customer service staff who are knowledgeable about serving guests with hearing loss.
• When asked what other things would make their travel more enjoyable and accessible, both NZ and Int respondents highlighted the importance of understanding, patient staff trained to know how to accommodate people with hearing loss, how to meet their needs, and what to do in an emergency.
• Over two-thirds (70%) of NZ and half (52%) of Int respondents indicated that it is difficult to find information about NZ tourism products that are accessible to people with hearing loss.
• Forty-two percent of NZ and 29% of Int respondents agreed with the statement that ‘information about services for the hearing impaired is often wrong or misleading’.
• The reasons most often stated by both NZ and Int respondents for not seeking information about NZ tourism products were: a lack of knowledge on how to seek information and a perception that it is too hard to find. Some also think the information does not exist, and that businesses do not cater for people with hearing loss.
• The majority of NZ (90%) and over half (55%) of Int respondents feel that the level of service in the NZ tourism industry for people with hearing loss needs to be improved.
• Nearly two thirds (60%) of NZ and three quarters of Int respondents indicate they would ‘often’ return to a tourism business that has good services for people with hearing loss; 64% and 76% would tell friends and family about such a business.
• The majority of both NZ (88%) and Int (89%) respondents think it is a good idea to have a hearing-rating symbol that NZ businesses could use to show they are accessible to people with hearing loss.
• The main reasons given by both domestic and Int respondents for saying the use of a ‘hearing tick’ is a good idea are: to show that people with hearing loss are accepted and provided for, to reduce anxiety and frustration, to make the business easily recognisable, to promote awareness by businesses of people with hearing loss, and to improve first time and repeat patronage by people with hearing loss.
• The majority of NZ (83%) and Int (91%) respondents indicate that they would visit a website that had reliable information on tourism businesses in NZ that cater for people with hearing loss.

The full report can be found on the NZTRI site and on the NFD site.

M Shed – which is part of Bristol Museums, Galleries & Archives’ – has recently received a Jodi Mattes Trust Award for Digital Access onsite. Their PenFriend Audio Access project was announced as the winner at a recent presentation held at Swansea’s National Waterfront Museum.   The awards relate to the use of existing technology to widen access to information and collections for disabled people more effectively and creatively. They were first given in the UK in 2003, European Year of Disabled People, and celebrate practice that inspires locally, nationally or  internationally.  The  PenFriends are audio devices that allow visitors to M Shed to listen to stories in the galleries. This is a free service provided to visually impaired visitors and to those who have difficulty reading print.

The M Shed also has induction loops, many of the films and video clips have subtitles, and transcripts of oral histories are available.  There are tactile maps of Bristol and other exhibits that can be handled in many of the galleries.

M Shed, as part of Bristol City Council, is committed to providing a website that’s accessible to the widest possible audience, regardless of technology or ability.  They endeavour to conform to level Double-A of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines 2.0 by building their site using code compliant with the W3C standard. The technical wording for this is “valid HTML 4.01 Strict for structure and CSS for presentation”.  The site displays correctly in current browsers – though there may be visual differences. Using HTML/CSS standards means any future browsers will also display content correctly.   Whenever possible, links are written to make sense out of context.   The text size on the site is specified in a way that makes it resizable in any browser, should it be too small to read comfortably.  M Shed is keen to hear from people if anything needs changing to make their site more  accessible.

M Shed is fully accessible to wheelchair users, and wheelchairs can be borrowed. There is level access throughout and lifts to all floors. These lifts are designated fire evacuation lifts and have tactile buttons and spoken floor announcements.   There are accessible parking spaces and a drop-off/ pick up point for taxis, accessible toilets, changing facilities, and café.  Visitor Services staff have been trained to meet the needs of all visitors. For further information about accessible facilities contact the museum on 0117 35 26600 or emailinformation@mshed.org

Noosa, Queensland is well-known for its many spectacular beaches and sub-tropical climate.  The area is set to launch a tourism first, with the construction of camping grounds catering to people with disabilities and their families.  It is planned for completion in May, 2013.  Leading multi-state non-profit House With No Steps Queensland manager John Jensen said the organisation had been working on a $1.5million project at its 63 hectare Doonan property for about two years. Serengeti-type tents are planned to cater for 500 people in the first year, with an average stay of four to five days.  This is half the grounds’ potential capacity.  “They will be fully accessible,  permanent tents with a solid roof,” Mr Jensen said. “Each will have its own bathroom.”  It is hoped, the concept will give families the opportunity to holiday together, something that is very difficult without special facilities.

Good news for those with disabilities in or visiting the UK.  There is a new guide to accessible activities in Britain’s National Parks.  On top of that, a sensory garden for children and people with disabilities is to be created in an area of Liverpool’s Calderstones Park.  The garden will include specially selected plants and landscape features to stimulate the five senses and will include sound, water, air, wildlife and the texture and smell of plants.   The area is being developed as part of Liverpool’s Decade of Health and Wellbeing 2020 which aims to encourage healthier lifestyles, and will open in Spring 2012.  The £30,000 cost of the garden is being funded by a government scheme to enable and enhance facilities for disabled  children.

Meanwhile, the Co-Operative Travel company  has expanded its disabled-friendly high-street agencies, increasing, from 42 to 89 the number of branches that have staff with specialist training.  They provide essential information such as about airport facilities, and are equipped with power-assisted doors, portable hearing loops and visual alarms in store.

The Independence Visitor Center in Philadelphia has added to its existing access features. Located on Independence Mall (access information here) in Independence National Historical Park, the Visitor Center is already totally accessible to wheelchair users, and wheelchairs are available for rental all year-round upon request. In addition, open captions have always been part of the two films shown in the Visitor Center’s theaters. “As the first stop for many visitors during their stay, the Independence Visitor Center plays a significant role in shaping first impressions of the Philadelphia region,” said James J. Cuorato, President & CEO of the Independence Visitor Center Corporation.

Now there are two new additions designed to provide a positive experience for visitors with hearing loss. They are a portable loop system and a mobile application which will be available for download in American Sign Language. The loop system (available at the Concierge Desk) is compatible with telecoil-equipped hearing aids, cochlear implants and induction loop receivers. Visitors who do not have a compatible hearing aid device may benefit from an individual receiver with headphones.

The Visitor Center is also launching Philadelphia History This Way, a mobile application that will guide visitors along Philadelphia’s historic square mile. This interactive tour will feature 24 sites and will be available in six languages, including American Sign Language.

These recent additions are a direct result of an ongoing partnership with Art-Reach, a local non-profit that advocates increased accessibility at cultural venues. Art-Reach advises the Independence Visitor Center on programs and equipment that will further enhance the accessibility of its facility. “The Independence Visitor Center is one of the most important gateways to our region’s rich array of cultural assets and they have demonstrated a real commitment to being welcoming to all guests,” stated Art-Reach Executive Director Michael Norris. “We are thrilled to be advising them on their accessibility enhancements.”

Art-Reach enriches lives by connecting underserved audiences to cultural experiences so that they may enjoy and benefit from the transformative powers of the arts. Each year, Art-Reach enables more than 15,000 people of all ages, economic backgrounds and abilities to experience the richness of the arts. Art-Reach is dedicated to creating proactive relationships with organizations in Philadelphia to ensure opportunities are readily available for those who may be at a disadvantage.

(from PRNewswire)

Barbados Minister of Tourism Richard Sealy told a recent Inclusive Tourism Symposium that the economic benefits of making Barbados fully accessible to all tourists should not be ignored. Noting that in Barbados’ fourth largest market , Canada, people with disabilities account for Can$25 billion in consumer spending, and noting that 2.7 million Britains with disabiites travel annually, Sealy pointed out that it was important to recognize the value of creating accessible spaces for all. He urged   that the efforts by the tourism industry in Barbados to improve accessibility continue and increase. The Ministry has fully supported the development of a Fully Accessible Barbados programme which has just launched a new website to highlight accessible areas on the island.

Scott Rains, of the highly regarded Rolling Rains Report also spoke at the forum, where he pointed out that creating accessibleenvironments not only benefited people with disabilities, but retirees of the “silver tsunami”, who have the time, money, and desire to travel.

Congratulations to Salzburg, winners of the European Commission 2012 Access City Award for excellent infrastructure for disabled citizens. The Award recognizes European cities with over 50,000 inhabitants which take exemplary initiatives to improve accessibility in the urban environment.  In the context of a steadily ageing population living in European cities and its correlation with disabilities, accessibility has important social and economic benefits.  This initiative is organized in partnership with the European Disability Forum and Age Platform Europe assists in selecting the winner.

The award is given to the city that:

• has demonstrably improved accessibility in fundamental aspects of city living:
  • the built environment and public spaces;
  • transport and related infrastructure;
  • information and communication, including Information and Communication Technologies (ICT);
  • public facilities and services.
• is committed to continued improvements in accessibility in a sustainable way;
• can act as a role model and encourage the adoption of best practices in all other European cities.

Three finalist “runners-up” were Kraków (Poland), Marburg (Germany), and Santander (Spain). The European Jury also decided to attribute special mentions in each of the four key areas of accessibility. These went to:

• Terrassa (Spain) for the built environment and public spaces Ljubljana (Slovenia) for transport and related infrastructures
• Olomouc (Czech Republic) for information and communication, including new technologies
• Grenoble (France) for public facilities and services

TOURISM operators worldwide have begun catering for an increasing group of travellers, those with disabilities and the ageing, and many Australians have taken the lead (Rolling Rains Report).  Tourism facilities for people with disabilities have improved greatly over the past decade or so, but with an ageing population it’s becoming more important than ever.  Bruce Cameron, from Easy Access Australia, says people with disabilities can feel enormous anxiety before going on a holiday somewhere new.   ”It can be hard to get information and when you do, you don’t always know if it’s correct,” he says.   Cameron and tourism researcher Simon  Darcy, Associate Professor at Sydney’s UTS Business School have put together a list of ten top global destinations for people with disabilities.  They include destinations in Australia (Port Stephens, NSW, Cairns, Queensland, Uluru, NT, Phillip Island, Victoria, Sydney, NSW), the UK (London), the Pacific (Hawaii), and Asia (Bali, Indonesia, Hong Kong).  Also included in the list are accessible cruises.