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

The European Commission (Directorate-General for Enterprise and Industry, Directorate F: Tourism, CSR, Consumer Goods and International Regulatory Agreements) is seeking tenders for a market research and public opinion poll on the economic impact and travel patterns of accessible tourism in Europe.

Travelling for pleasure (or for business) in Europe is equally relevant for persons with physical disabilities, but the barriers they have to face are far greater.  Tourism accessibility across Europe is still to some extent unchartered territory, with widespread misconceptions and lack of knowledge about the market of tourists with special access needs.  Visitors’ requirements are largely unknown, investment costs are often misunderstood or exaggerated and accessibility is generally perceived by business as a “burden”.  Travelling and having full access to tourist activities, services and facilities is a right enshrined in Article 9 of the UN Convention on the Rights of People with Disabilities, signed by the European Union and its 27 Member States.  Furthermore, making tourism facilities more accessible to people with disabilities, is also a golden opportunity for businesses.

Very few studies have been carried out on the economic impact or patterns of demand and travel of visitors with disabilities.  The most recent has been a research project that in 2011 looked at the tourism, travel, and hospitlaity patterns and needs of people with hearing loss conducted for the new Zealand National Foundation for the Deaf, by the NZ Tourism Research Institute at AUT University, and Access Toruism NZ.   The overall purpose of this EU contract is to collect comprehensive and EU-wide data on the economic impact — both actual and potential — of travellers with special access needs on the EU tourism sector, and to study the demand, travel behaviour, and patterns of travellers with special access needs in Europe.  The final date for tender submissions is 28/06/2012.

The European Union Agency for Fundamental Rights (FRA), the Danish Ministry of Social Affairs and Integration (SM), and the Danish Institute for Human Rights (DIHR) are holding a conference on the autonomy and inclusion of people with disabilities 7-8 June in Copenhagen.  This international conference will bring together disability experts from civil society including disabled people’s organisations, representatives from national human rights institutions, researchers, and policy makers at the EU, national and local level. The conference will allow participants to discuss the disability work of the FRA, DIHR and the Danish Ministry. The FRA’s latest disability reports, which will be presented during the event, will give an overview of the EU situation. There will also be concrete examples from Denmark and other Member States to illustrate the state of affairs nationally. Participants will be able to discuss practical suggestions and network with others working on disability rights.

Access For All reports that for a second year, the Vodafone Foundation in collaboration with AGE and the European Disability Forum (EDF) will launch the Smart Accessibility Awards. This contest aims to increase understanding of the needs and expectations of ageing and disabled users of smartphones by inviting developers to create innovative applications that are designed for all. Like in 2011 four applications that fill in the criteria of effectiveness, availability and affordability, user-friendliness, usability, accesssibility and design for all, will win a prize of 50.000 Euros each. The competition will be officially launched in Brussels on 30th May.

Date: Wednesday, 30 May
Venue: Hotel Sofitel Brussels Europe, Place Jourdan 1 – 1040 Brussels, Belgium
Time: 14.00hrs-16.00hrs
If you would like to join the launch please mail Cindy De Koninck

Madrid has been working hard to make itself more accessible to visitors with disabilities.  Jesus Hernandez Galen writes that the hotel sector has made huge efforts to make improvements to their facilities (Accessible Tourism in Spain: Arona and Madrid. Chapter 21 in Best Practices in Accessible Tourism, 2012).  In the mid-1990′s the city’s General Plan to refurbish historic buildings emphasized accessibility, and access was also a priority in transport. The city includes development of accessible tourism in its Four-Year plan and in annual action plans. In response to increasing demand for information on accessible tourism by visitors and travel agents (especially form abroad), Madrid’s Tourism Board set up Madrid Accessible.  The political commitment to accessibility is shared by all department heads at the organizational level and is thus high-level.  There has been steady funding for new accessible tourism projects.  the Madrid Accessible project provides accessible tourism information, ensures accessible tourism infrastructure, designs accessible products and services, trains staff, and raises awareness in the tourism sector.

Open Doors Org (ODO) in the USA is a non-profit organization founded in 2000 for the purpose of creating a society in which people with disabilities have the same consumer opportunities as everyone else.   ODO has trained Amtrak employees, carried out disabilities market research, and created Easy Access Guides and training videos.   It trains people in the hotel industry, and in the Motor coach Industry.  It is also a leader in airport employee training in the US.    Executive Director Eric Lipp has previously worked been with American, United, and US Air.   This May, several ODO employees and consultants will spend a week training Heathrow Airport employees on handling customers with disabilities and their mobility devices.   In October, it will hold the Fourth Universal Access in Airports Conference.   Twitter: @OpenDoorsOrg

The European Network for Accessible Tourism (ENAT) reports that at a recent meeting,  the Spanish “Business Innovation Groups in Tourism” (AEITs) convened by the Ministry of Industry, Energy and Tourism, focused on accessibility, mobility, and sustainability for transforming the Spanish tourism sector.  Organised by the Spanish Tourism Technology and Innovation platform (SEGITTUR) and the Tourism Cluster in Madrid, the conference focused on the presentation of the results of projects that had received grants to support the tourism sector AEITs for 2011.  These included the Accessible Tourism Destination Project and DIGICARDEX technology for tracking of children with  disabilities at theme parks, camps etc.

The Accessible Travel Info Point (Infopunt Toegankelijk Reizen) is a service of the Flemish Tourist Board Toerisme Vlaanderen.  It grew out of cooperation with various organisations and services by and for people with disabilities.  The mission of Info Point is to provide information about travelling for people withdisabilities.  To this end, The Tourism Board have just released their 2012 version of “All In: Accessible holiday accommodations in Flanders and Brussels” which covers all the holiday centres, hotels, youth accommodations and campgrounds that have received the accessibility label A (basic accessibility) or A+ (comfortable accessibility) following objective assessments.  Levels of access are described on a Label page.   Now 248 pages long, the brochure includes full page of descriptions of each accommodation about accessibility  in words and pictures.

The brochure is available in three forms: as a browsable document with zoom function, in PDF format (22 Mb), or as a paper version (request a free printed copy at  Accessible Travel Info Point).  Info Point aims to publish a new edition every year.

The tourism sector in Flanders can contact Info Point for background information about accessibility, subsidies available, and guidelines for alterations to improve accessibility. The Flemish Tourist Board’s accessibility policy is presented here.

The development of accessible tourism in Arona on Tenerif in the Canary Islands dates back to the late 1960s when groups of Swedish visitors with reduced mobility chose it as their ideal destination, and it is now one of the world’s most popular accessible holiday destinations. Jesus Hernandez Galen writes that a major factor in the development of accessible tourism in Arona has been the firm political commitment of the town council from the start (Accessible tourism in Spain: Arona and Madrid. Chapter 21 in Best Practices in Accessible Tourism, 2012).  The council regularly updates its Accessibility Plan.  In addition, the Municipal Board of Tourism has two full-time accessible tourism technicians who administer subsidies, coordinate and follow up the Accessibility Plan, and advize about access.  Other professionals are taken on specific access projects.  The Board also regularly consults with visitors with disabilities with the view to highlighting and improving access issues, benchmarks good access practices, and offers access training.

VisitEngland, national tourist board has launched a new version of the Access Statement Online Tool, aimed at helping businesses cater for visitors with access needs. Access Statements allow for a written, descriptive approach to providing a wide range of information on accessibility. All areas of a business are described from car parking & arrival to toilets.   Visit England says that Access Statements are:

1. A minimum requirement for VisitEngland accommodation and visitor attraction quality scheme members
2. A way to meet obligations under the Equality Act 2010
3. A marketing opportunity which informs visitors in one concise document
4. Necessary as almost one in five of England’s population has a disability and this number will rise as England’s population ages

The new version is specifically tailored for restaurants and cafés, and has been created in partnership with the British Hospitality Association (BHA) and the Restaurant Association.  The online tool provides detailed guidance on the information that may be required by people with access needs when visiting a restaurant or cafe.   Businesses are encouraged to write a general introduction describing the location (city centre, countryside, coast), and to summarise any specific services and facilities suitable for people with access needs. In addition, information may also cover the following areas:

• Pre-Arrival – transport services, a description of the streets in the area surrounding the restaurant (e.g. paved/cobbled/level/uneven), information provided in alternative formats such as large print and audio.
• Car Parking and Arrival – car parking, drop off points, alternative entry points, number of steps, handrails and ramps.
• Restaurant & Bar Area – access to the area and layout, lighting, seating and tables, floor surfaces, alternative formats of menus available.
• Outdoor Areas – accessibility of outdoor furniture, service offered to customers in outdoor area, layout (e.g. pavement, terrace, play area).

Additional areas that are covered include: customer toilets, private dining/function space accommodation and future plans for improvement.  Ross Calladine, VisitEngland’s Skills, Welcome & Accessibility Manager said:  “People with access needs require specific information about a venue in advance in order to be able to make an informed decision about whether an establishment can cater sufficiently for their needs. Restaurants, like any other tourist venue, should provide as much information to visitors as possible – this will help to enhance the visitor experience and also highlight areas where the business could improve.”  Camilla Woods, Policy Director, BHA, said “Access Statements are a really effective way for businesses to ensure customers with any specific access needs have the information they need and we are pleased to be able to recommend this new online tool to our members.”

Once a business has created their Access Statement they can then make this information readily available to visitors. Restaurants can promote their statement on their website if they have one, or post it where they have a listing on a company site or a generic ‘restaurant finder’ site. It should also be kept on hand for staff to use when describing over the phone what facilities they have.

Members of the European Network of Accessible Tourism (ENAT) are leading a workshop on accessible tourism in Jeddah, Saudi Arabia and participating in the Saudi Travel Market conference in Riyadh today.  The conference highlights the investment opportunities and the available potential in the Saudi Travel and Tourism Investments Market, and covers the tourism development strategies related to the business sector. Saudi Arabia generates a combined annual tourism market of 10.4 billion Euro, and is one of the top 22 inbound travel markets in the world. Inbound tourism has risen by 11% over the last two years. Saudi Arabia’s tourism industry is greatly under served and requires billions of Saudi Riyals in investment to develop to its full potential and is poised for extensive expansion and growth.

Accessible Tourism for All will be the theme of an evening workshop session at the conference in Riyadh on 3rd April and at a one-day Workshop in Jeddah.   The workshops are being held under the auspices of the Saudi Commission for Tourism  and Antiquities and the Jeddah Chamber of Commerce, respectively, and with the  participation of the Arab Tourism Organisation and the Prince Salman Centre for  Disability Research, amongst others.  Workshop speakers will present and discuss their experiences, research results and strategic plans from countries, destinations and attractions in Europe and the Middle East, showing how accessibility for people with disabilities and other specific requirements is being integrated in all parts of the tourism value chain.  They will discuss experiences and strategies with the Arab tourism sector, public authorities, chambers of commerce, researchers and NGOs.

Kéroul Quebec, Canada, has conducted a Study on the behaviours and attitudes of people with a physical disability, with respect to tourism, culture and transportation in Québec. The study examined their habits with regard to patronizing cultural activities or sites such as restaurants, lodging (hotels, etc.), theatres, cinemas, concert halls, museums, historical sites, libraries, art galleries, book fairs, archive repositories, and bookstores. It also examined their participation in celebrations and festivals, and their assessment of the available types of paratransit services.  Findings include that:

• During their most recent trip within Quebec, respondents spent Cn$174.6 million
• Annually, this market is worth more than $1 billion to Quebec
• It is a growing market because of the ageing population
• 800,000 people in Quebec have a disability
• They travel for business, visit family and friends, and enjoy the tourist and cultural attractions Québec has to offer
• 64% were aged 55 and over
• 28% had family incomes of over $40,000
• In the 24 months prior to the survey, 59% took at least one trip, with the average being nearly six trips
• The average length of stay in Québec was four days, which is a longer stay than for the overall population
• Many people with disabilities travel with their families (64%) or with friends (12%)

This study, and a separate study conducted in 2010 for Kéroul of this tourism sector in neighbouring regions (i.e. Ontario, New Brunswick and New England), show that that people with disabilities represent a significant economic potential for Québec.

Kéroul is a non-profit organization founded in 1979 and key consultant for Tourisme Québec regarding accessibility.  It works in partnership with the private and public sectors to increase the accessibility of tourism and cultural infrastructures for people with limited physical ability. The creator of The Accessible Road, Kéroul received the prestigious Ulysses Award in 2011 from the World Tourism Organization (UNWTO).

Source: Kéroul

UK.  The South West Tourism Excellence Awards 2011/12 have praised Bath & North East Somerset Council’s Roman Baths for the improved accessibility it offers all visitors.  The Romans Baths received a “Highly Commended” in the Access for All award section in recognition of recent development work carried out by the Council to improve access in a wide range of ways and make the experience more inclusive for people with a wide range of different needs.  Councillor Cherry Beath (Lib-Dem,  Combe Down), Cabinet Member for Sustainable Development, said: “Physical
accessibility at the Roman Baths has improved enormously with the installation of two new lifts and a complete change in the way visitors can move around the site. Understanding of the ancient monument has also become easier for our visitors with new displays and improved interpretation throughout, and there is a wide range of visual prompts that everyone can recognise.

“We have new interpretation for blind and visually impaired visitors with many tactile exhibits. There is a dedicated British Sign Language audio guide, an inclusive personal audio guide in eight languages, and tours for English and French speaking children. The judges even took into account the inclusive way that we cater for people with particular dietary needs in the Pump Room restaurant.”

Pieter Ghijsels of the Accessibility Policy Group at the Tourism Administration Flanders-Brussels writes that the accessibility of tourism services in Flanders is a key part of the Flemish policy on tourism.  In “Accessible tourism in Flanders: policy support and incentive” (Chapter 3, Best Practices in Accessible Tourism, 2012), he notes that people with disabilities are an important target group for the tourism industry in Flanders.  Tourism Flanders put in place a tourism accessibility action plan in 2001 to improve accessibility, offer training, and gather reliable information about access in Flanders tourism.  The Accessible Travel Action Plan developed a number of subsidies for renovation and new constructions in the Flanders tourism industry.  Subsidies include those to the private sector (e.g., to hotels, campsites, tourism information offices) and to local authorities (for example, to improve beach access, public toilets etc).   In this way, Tourism Flanders invests between 3-3.5 million Euros per year.  The Accessible Travel Info Point (Infopunt Toegankelijk Reizen) provides reliable access information in four languages  for travellers in or to Belgium.  This is backed up by an extensive print travel library in Brussels. The Info Point also offers tourism operators tips on how to make their businesses more accessible.

The Flemish Minister of Tourism annually gives the Gulliver Awards for innovative access initiatives in tourism.  Accessible Flanders (Toegankelijk Vlaanderen) is an accessibility databank listing local government offices, sports facilities, swimming pools, cultural centres and museums, hotels, campsites, hostels and so on that have been professionally assessed for all types of access needs.  Tourism operations can have the assessment done free of charge.  In 2008, recognizing that the indiscriminate use of the universal symbol of access (the white wheelchair on a blue background) by business owners meant that the symbol had little meaning, Tourism Flanders introduced a new, 3-level label for accessible tourism.

Martyn Sibley

Martyn Sibley is a busy man.  He writes a popular blog and is co-editor of Disability Horizons magazine, which received a great write up in the Guardian.  He runs a Webinar series and is working on other exciting projects (such as TV presenting and volunteering abroad).  Now he has released what he calls “most impactful project yet – Inspiring Employment.”  This is a free and innovative e-course which provides disabled people, their friends, family and professionals with positive and practical information on employment and disability. This 7 week course guides the viewer through video interviews with 13 global contributors, video introductions filmed on location around London, and a range of resources in the form of external websites. All aim to inspire, inform and change people´s perceptions of disability in the world of employment.   Misfit-Inc sponsored the project and Martyn credits them with allowing it to be made freely available for everyone. To register, login and see how great this project is, please click: ecourses.martynsibley.com/ie/.  Feedback on the course is welcomed.

Martyn Sibley on Twitter  Disability Horizons on Facebook

The Global Disability Rights Library (GDRL) – on which Access Tourism New Zealand has a link – now provides more content than ever. There are now nine information portals which provide materials on topics relevant to the needs of Disabilities Organizations, government officials, professionals, grassroots advocates, and others working to improve the lives of people with disabilities. An on-line version of the library is available. An off-line version is also stored inside eGranary Digital Libraries for delivery to developing countries where Internet access is limited. The GDRL team is now no longer accepting applications to receive an off-line eGranary for 2012. However, organizations interested in receiving notification of future opportunities can submit their full contact information here. The GDRL project is a joint initiative of the U.S. international Council on Disabilities and the University of Iowa WiderNet Project supported by the U.S. Agency for International Development.

Karola Woods is the writer and co-creator of the iPhone App London Thru Cafes (see ATNZ guest post ), which covers 90 great cafes in the capital and hundreds of places to visit nearby with regular updates, access details, off-line maps, London travel information, photos, a feedback facility, an area write-up and a London  survival guide. Here’s her experience of taking her Mum, who is a wheelchair user, around the capital.

Karola's mum at The Ritz, London

I’m quite a strong, determined person, and just as well! My Mum and I have grappled with all kinds of kerbs and steps in her wheelchair and that’s in her home town. ‘How would we cope in London?’ I wondered, when she came to stay. Everyone’s dashing around like a mad March hare, parking spaces are like gold dust and it’s all just well – so big.  Thankfully, I’m a natural planner and I know London very well which helps – and these were the days before I wrote my App! We were staying in my flat near Hammersmith. It had a flight of stairs, which made things interesting. I’d clued up on disabled parking bays through the Blue Badge Scheme. The rules differ in London from the rest of the UK, but thankfully I was in a borough without too many restrictions – plus it was Christmas and London was quiet in many ways. I know that non UK and non EU visitors won’t have Blue Badges, but there are lots of meters and hidden-away car parks you can pre-book such as BCP Park, NCP and Q-Park

We visited a Middle Eastern cafe-restaurant called Delaziz which I knew was accessible from previous visits, although I did phone to check a detail about seating arrangements and that was fine. We also went to the Polish Social and Cultural Association (accessible) as my Mum is Polish and we also wanted to zip along the north side of the river near Hammersmith Bridge – in my Mum’s wheelchair that is, not the car! We stopped off at Riverside Studios on the way back for a drink. We didn’t pay congestion charge because it was a weekend and also, it was between
Christmas Day and New Year’s Day when there is no charge. The congestion charge is another thing to consider if you’re driving around. It’s also why London’s accessible buses and black cabs are particularly good alternatives. Some 62 tube stations are step-free now too.

Perhaps the highlight of the stay was a Boxing Day Champagne Lunch at the Ritz Hotel. My Mum loved every minute. Someone else in a wheelchair was going in before us and this greatly comforted her as she thought she might be ‘a problem’ for them. No such thing. The doorman was excellent and we didn’t even need to ask for help – he just wheeled my Mum up a little ramp and took care of everything.

You can hire adapted vehicles if you need a car using companies such as Allied Mobility. My golden rule is do your research before you travel, even if you simply make a call. Also, the London Transport site also lets you plan a tube or bus journey showing you the bus numbers and changes involved. My Mum still talks about her trip to London, for all the right reasons. To me, that hopefully says it all.

The European Network for Accessible Tourism (ENAT) has welcomed the initiative of the European Commission for choosing “Accessible Tourism Destinations” as this year’s theme for the European Destinations of Excellence Awards. A Call for Proposals invites National Tourism Authorities in EU Member States and associated countries to organise competitions to select the best small, “non traditional” destinations that provide an outstanding offer for tourists regardless of their physical limitations, disabilities or age. “Non traditional” is defined as a destination where the visitor density rating is from “low” to “very low” in comparison with the national average.

The Commission proposes to reward those destinations which have developed a tourism offer based on an overall approach to accessibility for tourists regardless of their physical limitations, disabilities or age. The following aspects of accessibility could be considered (a non-exhaustive list):

• barrier-free destinations (infrastructure and facilities);
• transport (by air, land and sea, suitable for all users);
• high quality services (delivered by trained staff);
• activities, exhibits, attractions (allowing participation in tourism by everyone);
• marketing, booking systems, web sites & services (information accessible to all).

National tourism authorities can receive up to 75% co-funding to support their national competitions, to be held during 2012-13.  Winning destinations and 4 runners-up per country will be invited to join the EDEN Network Association which is made up of the winners and runners up from the 5 previous years’ contests. They can then be promoted through the EDEN Network’s Website.  The EDEN Network “brings together winning EDEN destinations to harness their combined energy and passion for sustainable tourism and promote the rich variety of Europe’s lesser-known holiday destinations. The network facilitates networking between winning
destinations and provides an open platform for discussion and the sharing of best practice and information around tourism and sustainability”.

Main source: ENAT

The New Zealand National Foundation for the Deaf (NFD) is an NGO which promotes the interests of nearly half a million deaf and hearing-impaired New Zealanders. It has seven member groups.  Recently, it supported research into the tourism experiences, wants and needs of people with hearing loss.  It has now produced “Yellow Cards”, which provide clear, concise information to businesses on how to communicate with people with hearing loss.  The cards – in their plastic holder –  can be displayed  on public reception counters.   Currently, with funding from the ASB Community Trust, they are being distributed free in the Northland/Auckland region.  The cards help both the person on reception and the hearing impaired person to communicate effectively.  For the hearing impaired person, they are a reminder to tell reception that they have trouble hearing.  They remind the person on reception to:

• Face the person who has a hearing loss
• Speak slowly
• Not shout
• If necessary, write down the points they are trying to make.

Enquiries about the cards can be made on the NFD website.

Former Savoy and Churchill hotels chef David Croft has written Food for Thought – part autobiography, part cookbook – to educate the hospitality industry on the best ways to accommodate for disabled customers in the build-up to the 2012 Olympics and beyond. David was paralysed by an accident, and the book documents the highs and lows of his life.  A number of well-known British chefs – including Gordon Ramsay, Gary Rhodes, Marco Pierre White, and Gino D’Acampo – have contributed recipes to the book.

The years of work by a number of bodies in improving access in London in the lead up to the London Olympics and Paralympics (27 July-9 September) is now very evident. The Olympics and Paralympics will bring an extra 11 million visitors to London. Here are just some of the developments.

Transport for All in the UK (TfA), an NGO that has been working for two decades to further the cause of accessible transport in London today launched its new accessible transport information pages.   The Getting to the Games page is aimed at people who want to know how to access each of London’s transport services during Games time, including accessible parking and travelling into London from other areas of the UK. The Avoiding the disruption page contains information for disabled and older Londoners who want to get around as usual during the Olympic and Paralympic Games.

Access and facilities at each train station can be found on the National Rail website (station tool), and the website also has an Accessible Rail Travel page.  There is a journey planner available on the London 2012 site, which includes estimated journey times, and a place to download a complete map of all London’s train and tube services, including accessible stations.

Inside all venues, there will be a Games Mobility Service. They will provide wheelchairs, powered wheelchairs and scooters. They can also assist visually impaired visitors to their seats.  Vehicles at all venues can be pre-booked until mid-April. After that, vehicles can be requested on arrival at a venue on the day, on a first come, first served basis.

Inclusive London  (The Greater London Authority and Direct Enquiries) also have produced and access guide to all of the Olympic venues with a key to the meaning of symbols used.  Direct Enquiries, The Nationwide Access Register, was developed in partnership with RADAR and the Employers’ Forum on Disability to provide people with information about disabled access in buildings and premises all across the UK. The register has expanded since its creation to include additional information for parents such as pushchair access.

Inclusive London also has on its website information about accessible hotels, restaurants, pubs, entertainment and attractions, healthcare, shopping, and public services. It also provides information about these facilities around Great Britain.  Another website with invaluable information about access in London and in the UK is Tourism For All.  Well worth a visit.