Scandic Hotels– World Travel Market winner for accessible accommodation

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Scandic Hotels – already a world leader in access – is the joint gold winner in the category “Best accommodation for disability access” at Responsible Travel’s World Responsible Tourism Awards.   They received the award at a ceremony at the World Travel Market in London on November 4, 2015, for their work in providing accessible accommodations for travellers of all physical and mental abilities, seniors, and anyone needing better access.

“Scandic Hotels is applauded for their top-down, all-encompassing approach to inclusivity, integrating accessibility into all parts of their hotel business. They address a wide range of disabilities and particularly impressed the judges with their leadership by developing an e-learning course and making this freely available to their peers across the tourism industry,” said Harold Goodwin, Chair of the judging panel for the World Responsible Tourism Awards.

World Travel Market, which is held in London each year on World Responsible Tourism Day, is the largest travel and tourism event in the world. The accessible tourism award is sponsored by Enable Holidays, which was established in 2004 as the first UK tour operator to be accredited for its competence in auditing the accessibility and grading the suitability of accommodation abroad for people with mobility impairments

Scandic’s Accessibility Director, Magnus Berglund said at the awards, “I’m extremely happy that we have won this award. It is proof that the hard work we do to make our hotels accessible to everyone makes a difference and is recognized in the world”.   Scandic consults with organizations for people with disabilities, hotel guests, and team members to improve access.  They have drawn up a checklist of 110 points, their Accessibility Standard. This Standard covers everything offered by Scandic and it is an integral part of all of Scandic’s products and services. Scandic has also implemented smart design features in rooms to make them accessible for people with disabilities. In 2013, Scandic was the first hotel chain in the world to launch online interactive training on disabilities.  This training can be used by anyone who wishes to do so and is on Scandic’s website.

Scandic has featured many times on the Access Tourism NZ website.  Further information about them can be found by searching this website or by contacting Magnus Berglund, Director of Accessibility, Scandic Hotels, +46 70 97 35 077 Anna-Klara Lindholm, PR Manager Scandic Hotels, +46 70 97 35 231, anna-klara.lindholm@scandichotels.com

Follow on Twitter:  @ScandicGlobal @enableholidays @WTM_London @RTAwards

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Derbyshire Peak District tourism businesses improve access with EC grant

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Eight businesses in the Derbyshire Peak District have become part of a project to improve tourism access for disabled people.  Using money from a £93,000 European Commission grant, the businesses have been picked out as leaders in the Visit Peak District and Derbyshire-backed campaign to make it easier for disabled tourists to visit the region.  The businesses are: Hoe Grange Holidays in Brassington, Rivendale Caravan and Leisure Park in Alsop en-le Dale, Chatsworth, Crich Tramway Village, East Lodge Hotel and Restaurant in Rowsley, High Peak Borough Council’s Pavilion Gardens in Buxton, and the Peak District National Park Authority’s Parsley Hay Cycle Hire.  They were subjected to a site audit to review their facilities and pinpoint areas that could be improved while staff were given classroom-based and on-line training to boost customer service.  A mystery shop was also carried out by people with a range of disabilities and tips were then given to improve their accessibility and websites.

The firms taking part also shared a £100,000 print and on-line media and marketing campaign by VisitEngland, which aimed to raise awareness of accessible destinations and businesses across England.   Greg Potter, manager of Rivendale Caravan and Leisure Park, said: “Our involvement has enabled us to work with some wonderful people with a down-to-earth but inspirational approach to helping guests with mobility issues and also to provide the information guests need to assess if our accommodation is suitable for them.  The marketing boost we have received is also helping to ensure we make a return on our investment and that continuing improvements are sustainable in the long run.”

Research by Visit England suggests the accessible tourism market is now worth £3 billion per annum to the English economy, with day visits boosting the figure to £12.1 billion.  Over the past few years, overnight trips by disabled tourists and their companions have increased by 19% and their spending is up by a third.  Lindsay Rae, deputy director and head of industry engagement at Visit Peak District and Derbyshire, said: “Visit England estimates that the overall annual value of overnight accessible tourism to Derbyshire is £45 million, so it makes sense for local businesses to invest in improving their facilities and services for this key sector of the market.

Source:  http://www.ashbournenewstelegraph.co.uk/Project-boosts-disabled-access-Peak-District/story-28105379-detail/story.html#ixzz3qylXFIfB Follow on Twitter: @vpdd @HoeGrange @Rivendale_hol @ChatsworthHouse @CrichTramway @eastlodgehotel  @GardensBuxton @peakdistrict  @AshbourneNews on Twitter

Brazil focuses its accessible tourism drive on visually impaired visitors

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Overlooking Rio de Janiero

Brazil has launched a set of unique projects based on sensory experiences aimed at visually impaired tourists, reports Tourism Review.   Sensory tourism allows people with visual impairments to enjoy attractions through other senses such as touch or smell.   It is a concept Brazil’s Tourism Ministry has been working on in several of its most iconic cities.  The Botanical Garden of Rio de Janeiro, for example, invites visitors to experience the textures and aromas of plants such as orchids and herbs.  Every second week, Brasilia Zoo offers walks for groups of up to 15 people, where visitors are allowed to touch the animals.  Tour itineraries linked to coffee and the taste and aroma of traditional drinks have also been piloted in Araguari in the State of Minas Gerais.  Visually impaired visitors experience the stages of coffee production: harvesting, drying yards, pulped coffee, the bean selection process, the levels of roasting, and even tasting the quality of the drink.

São Paulo’s Pinacoteca Museum allows 12 bronze sculptures that are part of the museum’s collection to be touched.  Size, shape, texture and aesthetic diversity facilitate understanding and appreciation of these artistic works when felt with hands.  The selection of works took into account recommendations by the people with visual disabilities.   There are also projects aimed at facilitating access to beaches in Pernambuco, Río de Janeiro, Alagoas, São Paulo and Rio Grande do Sul. These sites make provision for equipment such as mechanical belts or amphibious chairs, and also promote activities like sitting volleyball and an adaptation of traditional bowling.

Rosangela Barqueiro, who is part of the Brazilian Association for Assistance of the Visually Impaired, says that minor adaptations are all that is needed in order to include the visually impaired in tourism.  Barqueiro pointed out that the training of guides and assistants to deal with visually impaired visitors can solve most of the problems in this segment.  Also helpful is the provision of audio descriptions and texts in Braille.

For its part, the Tourism Ministry has created the Acessível Tourism website in collaboration with the Human Rights Secretariat of the Presidency of the Republic and the National Council on the Rights of Persons with Disabilities (CONADE).  On the website you can check the accessibility of tourist sites, hotels, restaurants and various attractions in Brazil. Users can also suggest new facilities or places of interest which will help people with disabilities or reduced mobility to travel around the country with greater independence. This initiative, which is also available on a Smartphone app, won last year’s National Prize for Web Accessibility.

Follow on Twitter: @Tourism_Review @Laramara_Assoc @MTurismo @DHumanosBrasil

EC grant helps VisitEngland to expand its Access For All initiative

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Dover (62)

VisitEngland has a grant of €125,000 from the European Commission to expand its “Access for All” initiative.   This follows a successful pilot project in 2013-14 with four destinations: VisitBath, goLeicestershire, NewcastleGateshead, and VisitBrighton.   The current project is partnering with Visit Kent, Marketing Birmingham, Visit Lincoln, Visit Northumberland, Visit Peak District and Derbyshire, Experience Nottinghamshire and VisitBrighton to develop and promote their destination for visitors with access needs.  The project has been running for almost a year now.  It comprises two phases: product development, where businesses are supported in improving their accessibility with the help of access advisors Access New Business , and a national consumer marketing campaign.

Over 50 tourism businesses are being directly supported as part of the project to improve their accessibility. Each business has received:

A second national marketing campaign will be launched in this month (September 2015).   The campaign aims to raise awareness of accessible destinations and businesses in England, improving perceptions of Accessible England.

Source: press release.  Follow on Twitter:  @VisitEnglandBiz @VisitEngland @BrianMSeaman

EU Parliament-financed study: Catering for Accessible Tourism demand in Europe

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Map of Europe

A new study on the supply of accessible tourism services in the EU Member States, financed by the European Parliament, shows that there is a general lack of provisions for visitors with access needs.  Greater commitment and cooperation is needed between tourism authorities, destinations and enterprises, if supply is to meet the growing demand for accessibility, especially from increasing numbers of senior travellers, many of whom face access difficulties.  The study found that by 2020, over 4 million tourism businesses need to provide accessible services in order to accommodate the lowest forecasted demand from those already with disabilities, and the predicted increase in this number. Thus, there is a strong rationale for targeted actions by policymakers to improve support structures and incentives that will foster the growth of accessible services and to market these services to travellers within Europe and those from other source markets.

The study gathered data from a wide range of sources, showing that an estimated 9% of Europe’s tourism services already have some level of provision for travellers with specific access needs.   A number of leading destinations and “mainstream” suppliers are integrating accessibility measures into their products and services, enabling them to serve a wider market, thus making their business more sustainable over the long term.

However, the distribution of accessible services is highly uneven across Europe.   The “front-runner” countries, with the greatest numbers of accessible services, are France, Italy, Spain and the UK. These and other countries have invested not only in adapting and building accessible infrastructure but also in developing staff training schemes focusing on disability awareness and accessibility as part of customer service training. This, in turn, helps to give customers the confidence to travel with greater security, knowing that their needs will be met.  However, where accessible services are offered, the vast majority of these address the needs of people with reduced mobility due to motor difficulties or impairments.  Visitors who have other access requirements, such as those who need services for people with low vision or reduced hearing or special diets, are under-served in the market.  Visitors with intellectual disabilities or learning difficulties are the least served of all customer groups.

Lack of services for these groups means that their travel choices are limited – but it also implies “lost” income to tourism providers.

The study has identified important gaps in awareness and knowledge about accessible tourism among suppliers.  The European Commission’s tourism policy officer, Antonella Correra, states: “One important result of this study is that the first barrier is not the lack of financing. There is a perception that accessibility is expensive but when businesses were asked, it was mainly the lack of available guidance that holds them back. Knowing what needs to be done to make their services more accessible is the primary issue.”

Ivor Ambrose, Managing Director of the European Network for Accessible Tourism, which carried out the study together with VVA European consultants and EWORX S.A., adds: ”The study shows that businesses are largely unaware or cautious of the market potential and the business case for investing in the accessible tourism market.”

Referring to some of the good practices that the study has identified, Ambrose continues: “We have developed fifteen Case Studies, from Rovaniemi, the home of Santa Claus in Finland, to Paris Région – the world’s number one city for tourism. The studies highlight destinations that are working to create accessible itineraries and experiences for seniors, people with disabilities and families with small children, enabling these customers to enjoy a visit on equal terms with everyone else. Experiences from these destinations have been used to draw up recommendations and explain the tools and methods that other aspiring accessible tourism destinations and suppliers can adopt. We hope these will be a source of ideas and inspiration to many destinations and businesses”.

The study points to evidence that improvements to accessibility, whether they are in infrastructure or in many kinds of service, can increase sales, encourage repeat visits and bring higher average spend. However, proving the business case for accessible tourism is still a challenge in many areas. More regular and systematic market data is required in EU countries to guide business investors and public sector actors.  Another recent EU study of tourism demand has estimated that the accessible tourism market in Europe is made up of over 138 million people, of which only about half are regular travellers. The gross value added contribution of those who did travel in 2012 was estimated at 150 Billion Euro and the direct contribution to employment was about 4.2 million persons.

The Supply Study concludes that ‘mainstreaming’ accessible tourism policies in destinations can enhance the quality of tourism products for all visitors, as well as providing a pathway to local development. “It has been shown that, with stronger cooperation between decision-makers, destination managers, suppliers and the third sector, the focus on accessibility can lead to new jobs and business opportunities for entrepreneurs and investors” says Ambrose, concluding: “This recipe can give a boost to the tourism industry and also improve conditions generally for local communities”

Recommendations from the study are being adopted in the current EU tourism development programmes, in particular through support for Small and Medium-sized Enterprises to improve their staff skills for serving customers with various access needs and to develop accessible itineraries and supply networks.

Source: Adapted from press release.  Follow on Twitter: @EU_Commission @visiteurope @EUaccesstourism @VVA-Europe @eworx

Edinburgh Airport hosts guide dog training day

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Puppy handlers at airport picture from Edinburgh Airport website

The cuteness factor hit new levels at Edinburgh Airport recently as 12 trainee guide dog puppies descended on the terminal for a training day.   The pups, aged between six and 15 months, arrived at the terminal with their volunteer puppy walkers to take part in a full airport walkthrough from arriving at the check-in hall, to going through security and into the departure lounge.   Part of the airport’s wider “Travelling with Additional Needs” programme, the terminal team invited the group from Guide Dogs Scotland along for the special training session which allows the puppies to gain crucial experience of a busy airport environment.

With over 520 registered guide dog owners in Scotland and many being regular air travellers, it’s vital that the puppies are trained for their future role as guide dogs as they have to be ready to deal with all eventualities and get used to busy places.  Sarah Gardiner, Head of Terminal Operations at Edinburgh Airport, said: “We’re very pleased to welcome the guide dog puppies and their handlers into the airport today so we can help give them valuable training for their future.

The “Travelling with Additional Need” programme was launched  a year ago and the airport has worked hard with Terminal and Security teams to better understand the complex requirements that some passengers may have.  “We realise that each passenger is unique and may have different requirements so that’s why we’ve been working hard to understand the complex types of barriers which can stop people from being able to fly”, said Gardiner.  “We firmly believe that everyone who wants to fly can fly and we’re committed to making sure all of our passengers have the best experience possible. We have an amazing team here at Edinburgh Airport and we’ll continue to work to ensure our services are of the highest standard.”

David Smith of Guide Dogs Scotland, said: “Fully qualified guide dogs are required to face a variety of settings and situations with calmness and confidence, and early tastes of different environments will see them experienced for later life.”   The puppies experienced a number of situations, traveling by public transport such as trains, buses and trams, before experiencing the airport environment.  “We’re keen to expose the pups to the experience of going through security and all that it entails, such as being handled by different people, having their lead and collar removed and going through the scanner”, said Smith.  “It’s a good experience for the pups to get used to the sights, sounds and smells of the airport so it shouldn’t bother them later when they are fully trained guide dogs helping people with sight loss to lead independent lives.

Edinburgh Airport is Scotland’s busiest airport. More than 40 airlines serve 100-plus destinations and 9.78 million passengers a year passed through the airport in 2013 – the busiest year ever for a Scottish airport.

Source: Edinburgh Airport.  Follow on Twitter: @EDI_Airport @guidedogsedin

Travel businesses missing out on huge market: WTM

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 Travel businesses failing to take into account the disabled market are missing out on up to £80 billion of potential spend in the UK alone. The headline figure was discussed a round table conversation organized by The Travel Tech Show at the World Travel Market (WTM) and Amadeus, which focused on disabled and responsible travel.  The event featured an in-depth and informed discussion as eight experts from both business arenas gathered to discuss the markets. But it was the figure from the UK Government’s 2012 Legacy for Disabled People, Inclusive and Accessible Business which provoked much discussion.  Ataxia South Wales Chairman Alan Jones said the report showed the UK’s estimated 10.6 million disabled people have a combined annual spend on goods and services of up to £80 billion, adding: “It is a big market out there. What’s the travel industry doing about it? In a word, nothing.”  Jones said the problems start as soon as he tries to book a holiday as many people in the industry see his wheelchair rather than the human being using it, leaving agents too embarrassed to deal with.

Enable Holidays Managing Director Lynne Kirby said such problems are endemic in a trade which has failed to educate staff how best to handle disabled people. Amadeus Director of Marketing Rob Sinclair-Barnes added if the market is to be adequately served, it must be all encompassing: “Accessible travel is the only type of travel that has implications from the moment of departure from home to the moment of return.”  However, Virgin Atlantic Passenger Disability Adviser Geraldine Lundy said the trade would need to go even further to meet the market’s needs, adding: “It is even before they (disabled travelers) leave home. It is when they’re thinking about the holiday and booking it. It is about getting the information about where they want to go.”  Lundy said the information needs to be accurate to allow disabled people to make informed decisions. She added it must also take in to account that some disabled people are blind or have learning difficulties and will need the information presented in a different way.  Sinclair-Barnes pointed out that as Baby Boomers enter old age and face increasing health problems, the industry must take action. “It (accessible travel) is a growing market. I’ve found it quite astonishing how little (product) there is.”

Source: World Travel Market.  WTM is the leading global event for the travel industry, and holds a four-day business-to-business exhibition for the worldwide travel and tourism industry. Almost 48,000 senior travel industry professionals, government ministers and international press, embark on ExCeL – London every November to network, negotiate and discover the latest industry opinion and trends at WTM.

VisitEngland conference on accessible tourism

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VisitEngland photo of a wheelie and a pushchair user in a souvenir shop

VisitEngland is that country’s national tourist board. Its role is to grow the value of tourism by working in partnership with the industry to deliver inspirational marketing campaigns and to provide advocacy for the industry and visitors. The organisation’s work is underpinned by robust research and customer insights.  VisitEngland has for a number of years been at the forefront of developing accessible tourism for people with disabilities and others who need better access to tourism, travel, and hospitality.  It has carried out a number of initiatives in this area (search here), and annually gives an “Access For All” award at its Visit England Awards for Excellence” celebrations.   Recently, VisitEngland received funding from the European Commission to develop accessible tourism, and is currently part way through an “Access for All” project, developing and promoting 7 high quality accessible tourism itineraries.

This year – as part of English Tourism Week 2015 (14-22 March), VisitEngland will be holding a conference on achieving access for all in tourism venues.   Unlocking the Purple Pound will be held in partnership with Sandcastle Waterpark in Blackpool on Wednesday 18th March.  Sandcastle won the 2013 Gold Award for accessible tourism.   The  free event will help business owners and managers improve their facilities and services for disabled people and those with other accessibility needs – a market now worth £12.4bn to England’s tourism industry.

With more than 1 in 6  visitors to England likely to have an impairment and a massive 31% uplift in the number of domestic holidays taken by the 55+ age group since 2006, the business case for improving accessibility has never been more compelling.

Sponsored by Aveso, the programme is packed full of practical tips and expert insights, including an Access Statement workshop, top tips for accessible marketing and tailored sessions for attraction and accommodation businesses.

Follow on Twitter: @VisitEngland @VisitEnglandBiz @AvesoCP

New UNWTO manual: Accessible Tourism for All

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UNWTO Manual on Accessible Tourism for All Front Cover

The United Nations World Tourism Organisation’s (UNWTO) Manual on Accessible Tourism for All: Public-Private Alliances and Good Practices has just been published.  It is the first publication of a technical nature produced by the UNWTO in collaboration with the Spanish ACS Foundation. The Manual highlights the value of accessible heritage and cultural resources and provides the necessary technical knowledge for making built and natural tourism environments accessible within the framework of public-private alliances.

The 284-page manual covers such aspects as an overview of Tourism for All (TfA), public-private partnerships, an analysis of good practice, accessibility in architectural heritage, historic and tourist cities in Spain, access in historic European city centres, parks, and gardens, access in natural surroundings and transport, training, sports activities, and accessibility and international cooperation.   The manual has an extensive list of references and links to accessibility information.

The report points out that people with disabilities make up a significant part of the world’s population, and that their number is on the rise due to the ageing trend being observed in certain regions, because disability increases with age.  The report goes on to say that The World Health Organization estimated that in 2011, there were approximately one billion people with disabilities in the world, that is, 15% of the total population.  They also constitute an emerging segment in terms of tourism demand. There is wide consensus that this demand is growing and is multi-customer, since each person with disability tends to be accompanied.  The disabilities market is also an image-booster for a destination, could help solve issues of seasonality – especially with regard to beach tourism, and is capable of generating higher income than the average for conventional tourism.

The ACS Foundation is a private non-profit institution with a mandate to act as the channel for all social action undertaken by the business corporation Grupo ACS. It enters into agreements with Spanish and international institutions to launch and support projects and training and also research activities related to the restoration of historic heritage, environmental conservation and the removal of barriers to improve the quality of life of persons with disabilities or in a situation of dependence, and tourism for all.

Source: World Tourism Organization and Fundación ACS (2015).  Manual on Accessible Tourism for All – Public-Private Partnerships and Good Practices, UNWTO, Madrid.    http://www.e-unwto.org/content/j875u2/fulltext.pdf  Follow on Twitter: @UNWTO @UNWTO_pub

VisitEngland continues its “Access For All” project

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Tourist in a wheelchair, and with a suitcase, bank of the Thames, London

A VisitEngland-led “Access for All” project is part-way through developing and promoting  7 high quality accessible tourism itineraries.   It is doing this by supporting tourism businesses to improve information, customer service, and facilities for the benefit of people with access needs and by delivering a mainstream national marketing campaign to promote accessible tourism in England.  It will, therefore, increase opportunities for people with access needs to take holidays and inform them of reliably accessible tourism products and services.   Awareness of accessible destinations will be increased improving perceptions of Accessible England and Europe.   A sustainable legacy will be achieved by upskilling and empowering destination organisations  (DOs) to become local champions of long-term accessible tourism development and developing an Accessible Tourism Itinerary Toolkit for other destinations. New partnerships will be forged between key tourism stakeholders and disability stakeholders.

The ‘Access for All’ project is funded by a grant of €125,000 from the European Commission.

VisitEngland’s Destination Partners include Visit Kent and Visit Brighton (coastal), Visit Birmingham and  Visit Lincoln (city), and Visit Northumberland, Visit Peak District and Derbyshire, and Experience Nottinghamshire (countryside).

The work is organised into 4 work packages:

  • WP1 – Designing, including the appointment of Accessibility Experts, introductory workshops for destination organisation partners, and project start up meetings with business partners in each destination.
  • WP2 – Implementation (Access for All Development Process), including inspection of venues, production of improvement plans, staff training, mystery visits, and updating of access information.
  • WP3 – Dissemination, including to people with access needs via a mainstream consumer marketing campaign.  This will involve the production of itinerary guides, campaign creative, and securing advertorial and editorial space in key specialist media channels, dissemination to businesses via B2B communications plan, video case studies and production of ‘Accessible Itineraries Development Toolkit’, dissemination to other EU member states via the web, and social media coverage provided by European Network for Accessible Tourism (ENAT).
  • WP4 – Evaluation, including of marketing campaigns against a set of defined measurement vehicles, project monitoring and reporting, and a post-completion project evaluation.

Main Source:  European Commission http://ec.europa.eu/growth/sectors/tourism/offer/accessible/index_en.htm.   Follow on Twitter: @VisitEngland @RossCalladine @EU_growth  @EUaccesstourism #AccessForAll

Basque developing accessible tourism for all

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Flag of the Basque Country

The  Basque Country is a region at the western end of the Pyrenees on the coast of the Bay of Biscay and straddles parts of north-central Spain and south-western France.  It is currently working to create “Tourism for All in Basque Country“.  This is one of a number of accessible tourism projects funded by the European Commission.  The project involves developing further an already existing accessibility model to include standards for new services and packages in six itineraries in the country.  The undertaking includes consideration of the whole tourism value chain and involves access assessment of each tourism facility, improvement of the skills of tourism providers to cater for people with access needs, creating tourism packages for people with different access needs, and commercialization and promotion of the access offer through standard and also specific channels.

The lead coordinator of the project is the Fundacion Instituto Gerontologico Matia-Ingema, and partners include various tourism bodies within Spain.  Source: European Commission.    Follow on Twitter: @EU_Growth @MatiaFundazioa

Seven European countries join forces to develop accessible tourism

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S Notts 2 056Italy, Belgium, Spain, Bulgaria, Portugal, Germany, and Denmark are joining forces to develop nine fully accessible itineraries into comprehensive tourism packages. The project is one of a number in accessible tourism funded by the European Commission.   The transnational initiative – named  Project STRING – will market the packages as single or multiple customer-selected preferred combination. The packages will include choices in historic monuments, religious interest, gastronomy and wine-tasting, arts, shopping and  entertainment, and more.

The project will select existing accessible tourist sites and facilities to form a continuing, well- linked route with rich attractions and tailored services, then promote and market these.    Project STRING aims  to better exploit the experiences and itineraries realized by some of the partners in the  framework of the League of Historical and Accessible Cities (LHAC);  to provide versatile, high-quality and fully accessible tourist products to all kinds of people with access needs;  to present accessible tourist products to the customers through easily-accessible channels and in a flexible, adaptable and thus more attracting way;  to disseminate at a wider level the best practices and know-how in accessible tourism achieved by the partners as well as by other members of the LHAC; and to foster cooperation among SMEs, public administrations, foundations, associations and other stakeholders to improve accessibility and contribute to a better quality of life for all.

The lead partner is CPD – Consulta per le Persone in Difficoltà ONLUS (Italy).

Source: European Commission. Follow on Twitter: @EU_Growth  @Turismabile

UNWTO Manual on Accessible Tourism for All: Principles, Tools and Good Practices

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Sams Tower 156

The Manual on Accessible Tourism for All: Principles, Tools and Good Practices (in Spanish), is UNWTO’s second publication on universal accessibility and has been co-produced with the Spanish ONCE Foundation for social inclusion of people with disabilities and the European Network for Accessible Tourism – ENAT.  The manual will be key to the international community in understanding the chain of accessibility in tourism, the economic impact of Accessible Tourism, and steps that can be taken to create accessible destinations according to the principles of Design for All.    The manual provides a framework of interventions, tools and resources in service delivery and management of Accessible Tourism. Through these instruments, UNWTO aims to encourage stakeholders in the sector to implement measures to increase greater participation of different population groups in tourism, including people with disabilities and others.

The publication is divided into five distinct modules that respond to major accessibility issues in tourism: general context, recommendations main intervention areas, indicators for national tourism administrations and good international practices.  It is Module I – the first part of the Manual to be published – and will be followed by 4 remaining technical modules targeting various tourism stakeholders.

Follow on Twitter: @UNWTO @UNWTO_pub @EUaccesstourism @Fundacion_ONCE

Germany continues work to broaden and promote accessible tourism

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Accessible Tourism in Germany covers of two brochures from press release (2)

Germany: The Federal Ministry of Economic Affairs promotes the further expansion of accessible tourism in Germany.  Their project “Tourism for All” was awarded the German Seminar for Tourism (DSFT) Berlin e.V. in December.  With this project, the tourism industry can better adapt to the rapidly growing number of people needing better access, such as seniors, people with disabilities, or families with prams and luggage.   The main objective of the project is to introduce a nationwide uniform labelling system “Travel for All” in the next three years.   In future, all travellers, including those needing better access, can get reliable information about the tourist service provider and can use it for their travel decision.   To this end, there is a comprehensive database on the German National Tourist Board website (DZT) as well as on those of state marketing organizations.  Businesses along the entire service chain are recognized by Germany-wide criteria, rated, and certified.   In addition, providers receive access training.

The label “Tourism for All” has been developed over several years with the input and cooperation of  numerous organizations, the tourist associations state marketing organizations, and other stakeholders as part of a project funded by the German Federal Ministry of Economics (2011-2014). There are already 10 states, a few regions,  and a hotel corporation on the system. Nearly 400 businesses were inspected using an extensive catalogue of criteria.   Support for Project V. is the German Seminar for Tourism (DSFT) Berlin e. V. in cooperation with the Association for Tourism All Germany e. (NatKo).    For information on the project and the labelling system “Travel for All”, see www.reisen-fuer-alle.de.

Tourismus für Alle – ein Zukunftsmarkt

Das Bundeswirtschaftsministerium fördert den weiteren Ausbau des barrierefreien Tourismus in Deutschland – für das Projekt „Reisen für Alle“ erhielt das Deutsche Seminar für Tourismus (DSFT) Berlin e. V. im Dezember den Zuwendungsbescheid. Mit dem Projekt soll sich die Tourismusbranche besser auf die stark wachsende Gruppe älterer, aktivitäts- und mobilitätseingeschränkter Menschen einstellen.

Hauptziel des Projektes ist, das bundesweit einheitliche Kennzeichnungssystem „Reisen für Alle“ in den nächsten drei Jahren einzuführen. Künftig sollen alle Reisenden, darunter auch Senioren, Menschen mit einer Behinderung oder Familien mit Kinderwagen und Gepäck, verlässliche Informationen über die touristischen Anbieter erhalten und diese für ihre Reiseentscheidung nutzen können. Dafür entsteht eine umfangreiche Datenbank, die im Internet auf den Seiten der Deutschen Zentrale für Tourismus (DZT) sowie den Seiten der Landesmarketing-Organisationen abgerufen werden kann. Betriebe entlang der gesamten touristischen Servicekette werden nach deutschlandweit einheitlichen Kriterien erfasst, bewertet und zertifiziert. Außerdem erhalten die Anbieter Schulungen.

Die Kennzeichnung „Reisen für Alle“ wurde in mehrjähriger Zusammenarbeit und Abstimmung mit zahlreichen Betroffenenverbänden sowie allen touristischen Verbänden, Landesmarketing-Organisationen und weiteren Akteuren im Rahmen eines vom Bundeswirtschaftsministerium geförderten Vorgängerprojektes von 2011 bis 2014 entwickelt. Inzwischen setzen bereits 10 Bundesländer, einige Regionen und auch eine Hotelkooperation das System ein. Knapp 400 Betriebe wurden mit dem umfangreichen Kriterienkatalog geprüft. Es gibt bereits eine Reihe guter Beispiele und Initiativen in verschiedenen Regionen, doch barrierefreie Tourismusangebote sind in Deutschland noch lange nicht flächendeckend zu finden.   Träger des Projekts ist das Deutsche Seminar für Tourismus (DSFT) Berlin e. V. in Kooperation mit dem Verein Tourismus für Alle Deutschland e. V. (NatKo).

Aktuelle Informationen zu dem Projekt und Kennzeichnungssystem “Reisen für Alle” finden Sie unter www.reisen-fuer-alle.de

Source: Press release.  Please forgive translation mistakes. Follow on Twitter: @BMWi_Bund

Scandic Hotels wins awards for freely available accessibility training

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Accessible room Scandic Hotels website

Scandic Hotels is a leader in making accessible accommodation open to everyone (see the many reports on this website).  Now Scandic’s accessibility training has won first prize for best interactive training at the Swedish Learning Awards 2014 and also took home silver in the British E-learning Awards.  Scandic is the leading hotel operator in Nordic countries. Just over 10 years ago Scandic started making its hotels more accessible for people with disabilities.   Part of this effort includes the development of a wide-ranging interactive training programme for all the hotel chain’s employees with the aim of fostering an understanding of different types of accessibility challenges and the importance of treating all guests properly. At the end of 2013, Scandic made interactive training openly available to all on its own website in order to improve awareness.  “Every day we see people from outside Scandic completing our training on the website. Receiving an award for this is the icing on the cake and something that makes us particularly proud. It shows that the issue of accessibility is an important one,” says Scandic’s Director of Accessibility Magnus Berglund. In the Swedish E-learning awards Scandic won in the category “Best e-learning profit-making business” in Sweden. The jury said: “An easy-to-use interface with inspiring shifts in perspective that enable a wide target group to realise and understand that when staying at a hotel not everyone enjoys the same experience on the same terms.”   Scandic also won silver for the best e-learning product in the British E-learning Awards, amid  tough competition from 250 international entries. Follow on Twitter: @ScandicGlobal @ScandicNorge

New Zealand Tourism Guide still getting it wrong

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seeing eye dog from deaf foundation nz website

 

The New Zealand Tourism Guide (http://www.tourism.net.nz/) which is part of the Yellow Pages Group, has recently advised that it has updated its website.  In spite of this update, and in spite of the fact that Access Tourism New Zealand has been pointing out certain misinformation on the site since 2010, no improvements to this aspect have been made.   The Guide still carries on an “Accessible Accommodation” (http://www.tourism.net.nz/accommodation/accessible-accommodation) page the statement:

“For travellers with visual impairment, it is important to check whether accommodations welcome your guide dog”.

Under NZ legislation, guide dogs are legally protected from discrimination by three Acts: The Human Rights Act 1993, Dog Control Act 1996, and Transport Services Licensing Act 1989. This legislation entitles guide dogs to go into any public place and on any public vehicle including: motels, hotels, restaurants, shops, beaches, cinemas, hotels, buses ferries, domestic and international flights, ships, taxis, trains, and so on.  Denying access to a person with a guide dog is a serious offence under NZ law, and – as recommended in 2010 –  it would be well if NZTG changed this statement to better

It is also disheartening to still see a page headed People with Special Needs, which is an unfortunate use of language.

WTM London Seminar on the Accessible Tourism Market

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World Travel Maarket logo

 

The World Travel Market (WTM www.wtmlondon.com/) in London is holding a seminar entitled “Preparing your Destination for the Accessible Tourism Market: Lessons from Research and Practice”.  The seminar is presented by two leaders in the field, the European Network for Accessible Tourism (ENAT, http://www.accessibletourism.org), and Visit Flanders.  Building on the experiences of three leading European accessible tourism destinations, four National Tourism Organization (NTO) managers will explain the business strategies and practical tools they are using to serve this growing market.   In addition, results of three major new studies of Accessible Tourism in Europe: Demand, Supply and Skills Requirements, conducted for the European Commission, will be outlined and discussed by researchers, pointing to recommended policies and actions for NTOs and Destination Management Organizations (DMOs).

The session will be organised as a panel discussion, moderated by European Commission Tourism Policy Officer,  Antonella Correra, addressing these 3 main themes in turn:

 Where is the demand? Reaching the accessible tourism market.

 Mind the accessibility gap. Supply-side requirements and the delivery of accessible services.

 What are the skills requirements and how do we build capacity in the tourism sector to create accessible destinations and businesses?

Speakers include Ross Calladine, Head of Business Support, VisitEngland, Katrien Mampaey & Pieter Ghijsels, VisitFlanders, Belgium, Olaf Schlieper, German National Tourist Board, Graham Miller, School of Tourism Management, University of Surrey, UK, Severine Guisset, Project Manager GfK, Belgium, Chris Veitch, Accessible Tourism Consultant, ENAT, and Kei Ito, Researcher, Valdani Vicari & Associati (VVA), UK.   

 The event will occur at ExCeL, London, 1 Western Gateway, Royal Victoria Dock on 4 November  from 16.00 to 17.30.   Source: ENAT website.  Follow on Twitter: @WTM_London @EUaccesstourism @VisitFlanders @VisitEngland @ChrisGVeitch @GermanyTourism @SHTMatSurrey @GfKBelgium

International NGO Naturefriends promoting Accessible Tourism

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Nature Friends Barrier free tourism brochure front cover showing wheelchair user

Naturefriends International is the global umbrella organisation and a member of the Green 10, the platform of the ten largest European environmental organisations.  They have 500,000 members in approximately 50 member and/or partner organisations throughout the globe, and are therefore one of the largest non-governmental organisations (NGOs) worldwide.  Naturefriends supports tourism and leisure activities that are socially equitable and in tune with nature, the protection, preservation and dynamic interpretation of our natural and cultural heritage, and the promotion of sustainable mobility as a contribution to climate protection.

Mindful of the 2011 World Health Organisation/World Bank publication which pointed out that there are more than one billion people with disabilities globally, and mindful of the worlds ageing (and therefore increasingly disabled) population, Naturefriends is getting behind Accessible Tourism.  They have produced a brochure – “Accessible Tourism for All” (Barrierefreier für Alle/Tourisme sans barrièrs pour tous– which demonstrates that there are different ways of rendering access to tourism and leisure­ time activities as barrier­-free as possible. They are all intended to serve as models, as inspiration and as incentive to Naturefriends activists and tourism experts.

Source: Naturefriends (2014). Accessible Tourism for All. http://www.nfi.at/dmdocuments/NFI_BarrierefreierTourismus.pdf

Follow on Twitter: @NFI_Brussels @annagl42

Tourism Guides for People with Learning and Intellectual Difficulties in Europe

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T GuIDE logo from website

The Tourist Guides for People with Learning and Intellectual Difficulties in Europe programme (T-GuIDE)is an initiative of nine organisations supported financially by the European Union’s Lifelong Learning Programme, ”Leonardo Da Vinci”.  The aim is to produce an EU training model and Manual for training Tourist Guides in guiding people who have learning difficulties or other intellectual impairments.  Many tourism destinations and businesses recognise that they must diversify and increase the quality of their products in order to reach new and wider markets. A re-orientation of the tourism sector is taking place with a focus on  ”Accessible Tourism for All”, which aims to deliver safe, comfortable and enjoyable tourism experiences for the entire tourism market, including people with disabilities, seniors and others with specific access requirements.   Tourism providers in all parts of the tourism service chain need targeted training to develop their skills, so that they can meet the particular needs of guests with learning difficulties or intellectual disabilities.  There are 8 European countries involved, as well as networks for Accessible Tourism, Social cooperatives and Foundations involved in tourism, the Federation of Tourist Guides, and several universities.

Main T-GuIDE outputs include:  A discussion document on methodologies for tourist inclusion of intellectually disabled people;  Draft T-GuIDE Manual with good practices and methodologies for intellectually disabled;  Training of 18 tourist guides in the EU, using the Draft T-GuIDE Manual (test and refine);  An  EU training model and T-GUIDE Manual (final version);  A framework of skills for training and skills assessment of “T-GuIDEs” at EU level;  A Trial of a Tourist Itinerary for visitors with intellectual disabilities/learning difficulties.

The T-GuIDE project is supported through the European Commission’s Lifelong Learning Programme, “Leonardo da Vinci”, Transfer of Innovation.   Source: T-GuIDE.  Follow on Twitter: @EUaccesstourism

£370m Scottish Accessible Tourism Market to get a boost with free online customer service training

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A new £45,000 online training programme will help Scotland’s hotels, visitor attractions, pubs,  and restaurants better cater for the requirements of people with access needs including those with physical, sensory or learning disabilities, elderly visitors and parents with small children.  Scotland’s Minister for Tourism, Fergus Ewing officially launched the first phase of the e-learning Accessible Tourism Course at a visit to the Crowne Plaza in Glasgow on 23 June.  With the Commonwealth Games in Glasgow in August, VisitScotland and its partners believe the programme will ensure all visitors to the City, regardless of their access needs, receive a world-class welcome.  Free of charge, the initiative will be available to all Scottish businesses. Ryder Cup Europe has already agreed to use the course as part of its customer service training for Marshalls and Access Buddies ahead of the global event in September at Gleneagles.

As well as promoting good practice, the training will a provide users with a better understanding of the requirements of this growing market.  Training is split into four categories: accommodation, visitor attractions, restaurants and catering, and pubs and bars.  Accessible tourism was recently valued at more than £370m to the Scottish economy, an increase of £37m since 2009. The rise demonstrates the huge potential economic benefits to hundreds of businesses and services across the country of catering for this market.   Tourism Minister Ewing said at the launch of the training that everyone should have the chance to enjoy all that Scotland has to offer. “Improving accessibility has real potential to help achieve tourism industry growth ambitions and boost the wider economy, as well as enhancing social equalities.”

Chris McCoy, VisitScotland Accessible Tourism Scotland project manager, said: “2014 is the year we welcome the world and we want to make sure everybody receives the same warm Scottish welcome. However, we know that poor customer service and a lack of accurate information are among the most common barriers facing visitors with access needs. This project is designed to help equip employees and managers with the skills and knowledge they may need to welcome all visitors, regardless of their access needs. We hope through innovative online tools such as this, we can position Scotland as a country with world-class accessible tourism facilities, offering more choice as well as excellent customer service.”

In the run up to the Commonwealth Games, the Accessible Glasgow Tourism project, an official Glasgow 2014 legacy project which links to the wider Accessible Tourism Scotland project, is encouraging business to realise the potential economic benefits of the Accessible Tourism market by developing an ‘Access Statement’.  An access statement offers visitors with access needs a clear description through words and pictures of the facilities and services they can expect during their trip. Creating an access statement is often the first step to making a business more accessible.

For more information about accessible tourism and to access the training course:  www.visitscotland.org/accessible-tourism-training.  Source: VisitScotland.  Follow on Twitter: @VisitScotlandNews @FergusEwingMSP @rydercupEUROPE @Capability_Scot