Accessibility Playbook

An end-to-end toolkit to equip destination organizations on their accessibility journey Request full Playbook on https://destinationsinternational.org/accessibility-playbook

ACCESSIBILITY PLAYBOOK DESTINATION MODULE

PRODUCED IN CONJUNCTION WITH

The Accessibility Playbook Overview

T he Accessibility Playbook, developed by accessibility efforts. It is an action-oriented guide used to transform visitor experiences, uplift community values, and drive stewardship. Each section is modular, allowing destinations to explore insights, tools, and practical guidance to support any phase of their accessibility journey. Customize the TravelAbility and Destinations International, equips destination organizations in advancing “Welcome Message” and share templates with industry stakeholders to create alignment where it matters most.

Leverage the Playbook’s AI Companion to collaborate across departments. Powered by UnchainedAI, this integrated tool offers unlimited and actionable recommendations to support every function from communication to sales and services. The 2025-2026 addition of the Accessibility Playbook is released during an important milestone for disability rights: the 35th anniversary of the Americans with Disabilities Act (ADA). Signed into law on July 26, 1990, the ADA prohibits discrimination against people with disabilities. The ADA was enacted after decades of advocacy for equal rights. From the Capitol Crawl, where disabled activists famously left their wheelchairs and crawled up the steps of the U.S. Capitol, to cross-country advocacy campaigns, the fight for the ADA laid the groundwork for important progress. Now, many once contested features like ramps, curb cuts, and Braille signage have become standard in public spaces. Its impact has since influenced disability rights worldwide. Accessibility is deeply personal. What makes a space accessible for one person may not work for another. The Accessibility Playbook is meant to celebrate the legacy of the ADA, and of other worldwide efforts, by building on these foundations. By utilizing the Playbook, destinations can embed disability rights deeply into their offerings and strategies, making travel experiences welcoming and accessible to all.

Contents

PART 1 INTRODUCTION . . . .... PAGE XX 1. Welcome Message to Industry Stakeholders 2. Four Common Disabilities 3. Communication Guidance PART 2 THE BUSINESS CASE . . . . PAGE XX 1. Why Accessible Travel Matters 2. Overview of the Disability Traveler Market 3. Understanding Accessibility Standards and Legislation PART 3 THE AGING TRAVELER . . PAGE XX 1. Aging into Disability 2. Aging Travelers Want to Travel More 3. Welcoming the Aging Traveler PART 4 THE ACCESSIBLE TRAVELER JOURNEY . . . . PAGE XX 1. Before the Journey • The Power of Accessible Information

PART 5 CREATE YOUR STRATEGY . . . . . . ....... PAGE XX 1. Define Your Why 2. Partner with Experts and Community Members 3. Execute Goals and Strategies 4. Train Your Staff 5. Strategies in Action PART 6 EXPLORE FURTHER . . ... PAGE XX 1. TravelAbility Programs and Initiatives 2. Destinations International Resources

• Representation Matters 2. Destination Experiences • Airports and Transportation • Hotels • Meetings and Events • Attractions, Restaurants, and Outdoor Experiences

PART 1 INTRODUCTION

EDIT YOUR WELCOME LETTER In Adobe Acrobat go to Tools > Edit to customize your letter. Delete this box when editing.

WELCOME TO THE ACCESSIBILITY PLAYBOOK

Welcome to the Accessibility Playbook developed by TravelAbility and Destinations International in partnership with [your destination]. According to the World Health Organization, 1.3 billion individuals, or one out of six people, live with some type of disability. This translates to 66 million Americans, over 10.5 million Canadians, and more than 120 million residents across the European Union. We have an incredible opportunity to welcome new visitors to [our destination]. Ensuring destinations are welcoming to travelers with disabilities goes beyond numbers and economic impact. [Our destination] believes that all visitors should explore our city with confidence knowing they will be welcomed by a community that prioritizes compassion, kindness, awareness, and understanding. We are proud to welcome travelers with disabilities, through initiatives such as [insert here]. This work brings us one step closer towards a reality where everyone, regardless of ability, feels valued and can fully experience the joys of travel. We now call on you to help further these endeavors and elevate the visitor experience through your own education. Please utilize the wealth of information and expertise in this playbook to better understand and support travelers with disabilities. These pages are a guide to help get you started, providing recommendations, resources, and use cases. We look forward to your feedback, insights, and collaboration as we continue on this journey together.

[Name] [Title] [Destination Organization]

PART 1

FOUR COMMON DISABILITIES The landscape of disability is complex,

Vision disabilities. Includes blindness and low vision, conditions affecting a person’s ability to see. Auditory disabilities. Includes deafness and hard of hearing, conditions affecting a person’s ability to hear. Mobility disabilities. Conditions affecting a person’s ability to move around indepen-dently and perform everyday activities. Neurocognitive disabilities. Variations in human neurological development that result in different ways of processing sensory information, experiencing the world, and interacting with others.

encompassing conditions present at birth, those that are progressive or develop over time, those caused by injuries, and structural and functional impairments. The World Health Organization’s 2001 International Classification of Functioning, Disability and Health (ICF) classifies disabilities by considering the limitations of activity and participation in personal and societal life. When it comes to traveler experiences, consider four types of disabilities:vision, auditory, mobility, and neurocognitive. While some disabilities are visible, many are unseen. No matter the type of disability that exists, it is essential to treat each individual with respect. This involves understanding and acknowledging unique perspectives, needs, and experiences.

Accessibility Icons

Eye icon – Represents visual impairments or services for people with low vision. Guide dog – Indicates service animals are welcome and recognized. Braille dots – Braille signage or information is available. Hand reading Braille – Reinforces availability of Braille materials or tactile

who are blind or have low vision.

Person with cane and dots – Indicates tactile paths or guidance for people who

are blind or have visual impairments.

Accessible parking sign with downward arrow – Accessible parking

available in a garage or lower level.

Person in wheelchair on incline – Signifies wheelchair-accessible ramps are

signage.

available.

Ear with sound waves – Assistive listening devices or hearing support

Wheelchair with “RAMP” label – Indicates a ramp entrance that is

available.

wheelchair accessible.

Brain with circuits – Refers to supports for neurodivergent individuals or cognitive

Elevator with wheelchair icon – Signifies an accessible elevator or lift for

disabilities.

wheelchair users.

Person with white cane – Designates an area accessible or designed for people

PART 1

IMPORTANT CONSIDERATIONS • Ask Before Offering Assistance: Always ask if the person needs help

• Listen and Communicate: Listen attentively to the person and communicate clearly. If they have difficulty speaking or understanding, be patient and use alternative methods of communication if necessary. • Use Welcoming Language: Use language that respects the dignity and autonomy of neurodivergent individuals. Avoid using stigmatizing or derogatory language, and prioritize person-first language (e.g., “person with autism” rather than “autistic person”). • Respect Their Independence: Respect the individual’s independence and avoid making assumptions about their abilities. Offer assistance when needed but allow them to take the lead in communication and decision-making. Interact with the disabled individual instead of the caregiver.

before providing assistance. Respect their autonomy and allow them to accept or decline assistance. • Respect the person’s personal space including equipment or aids: Be mindful of personal space and avoid touching them or any equipment or aids without permission. • Be Patient and Understanding: Allow extra time for individuals to complete tasks or navigate unfamiliar environments. Be patient and understanding of any challenges they may encounter.

Watch This Video (3:40) “ We Don’t Bite ” is a short video produced by the District of Columbia for disability sensitivity training.

PAPARTRT1 1

VISION DISABILITIES

Blindness and low vision are both conditions that affect a person’s ability to see, but they differ in degree and extent.

Blindness: Blindness refers to a complete or severe loss of vision. A person who is blind typically cannot see at all or has very limited vision, often to the extent that they rely on alternative senses such as touch, hearing, or smell. Low Vision: Low vision refers to significant visual impairment that cannot be fully corrected with glasses, contact lenses, medication, or surgery. Unlike blindness, individuals with low vision still have some remaining vision, but it is impaired to the point where everyday activities like reading or recognizing faces may be challenging.

A WARM WELCOME • Identify Yourself: When approaching

a blind person, introduce yourself and let them know that you are there to assist if needed. This helps establish trust and facilitates communication. • Communicate Clearly: Use clear and descriptive language when providing information or giving directions. Be specific and avoid vague or ambiguous terms. • Offer Assistance: If a blind person requests assistance, offer your help willingly and respectfully. Be patient and help without taking over or assuming control. • Guide Properly: If guiding a blind person, offer your arm for them to hold onto, and walk slightly ahead while describing the surroundings and any obstacles. Allow them to maintain their own pace and follow their lead.

• Use Descriptive Language: When describing visual information, use descriptive language to convey details about colors, shapes, sizes, and spatial relationships. Paint a vivid picture with your words.

PART 1

MOBILITY DISABILITIES

A WARM WELCOME • Offer Assistance Appropriately:

Mobility issues refer to conditions or disabilities that affect a person’s ability to move around independently and

Confirm if the person would like assistance, and follow instructions if help is wanted. Get consent before handling equipment and taking over tasks. • Ensure Accessibility: Make sure that the environment is accessible to individuals with mobility issues. This includes providing ramps, elevators, wide doorways, and accessible restrooms. • Be Mindful of Physical Barriers: Be aware of physical barriers that may hinder mobility, such as stairs, uneven surfaces, or narrow doorways. Offer alternative routes or assistance as needed.

perform everyday activities. Some common mobility issues include:

Musculoskeletal Conditions: Conditions such as arthritis, osteoporosis, or muscular dystrophy can make it difficult for individuals to walk, stand, or move around comfortably. Neurological Disorders: Neurological conditions like multiple sclerosis, Parkinson’s disease, or cerebral palsy can result in difficulties with balance and mobility. Spinal Cord Injuries: Injuries to the spinal cord can cause paralysis or partial paralysis. Individuals may use wheelchairs, walkers, or other assistive devices for mobility. Stroke: Stroke survivors may experience hemiparesis or hemiplegia. This can make it challenging to walk or maintain balance. Amputations: Individuals who have undergone amputation due to injury, vascular disease, or congenital conditions may use prosthetic limbs or assistive devices. Chronic Pain: Chronic pain conditions such as fibromyalgia, back pain, or neuropathy can significantly impact mobility and quality of life. Visual Impairments: Individuals with visual impairments may use mobility aids such as white canes or guide dogs. Age-related Decline: As people age, they may experience a decline in mobility due to factors such as muscle weakness, joint stiffness, balance problems, and chronic health conditions.

respect their right to decline if they are not comfortable. Do not pressure the individual to conform to neurotypical norms such as eye contact and hand shaking.

PART 1

NEUROCOGNITIVE DISABILITIES

touch can be perceived as threats, triggering a fight, flight or freeze response. Environments that are too stimulating or unpredictable can become overwhelming very quickly. Globally, approximately 5.6% of trauma-exposed individuals develop PTSD. It is significantly more common in women (around 5.2%) than men (1.8%). Source: National Institute of Mental Health

Neurodivergence describes individuals whose neurological development and functioning differ from what is

typically considered “normal” or “neurotypical.” This includes people with conditions such as autism spectrum disorder (ASD), attention deficit hyperactivity disorder (ADHD), dyslexia, dyspraxia, Tourette syndrome, and others. Being neurodivergent is not a deficit but rather reflects natural variations in human neurological development. They may face challenges in social communication, sensory processing, executive function, and emotional regulation. Individuals with PTSD often have heightened or altered sensory processing. Everyday stimuli like loud noises, bright lights, crowds or unexpected Eight Myths about Autism by Peter Wharmby 1. Autistic people don’t feel empathy. Though some may not, it seems the majority of us feel enormous amounts of empathy, even for non-living things, and especially for animals. 2. Autistic people can’t make eye contact. We can. Some of us don’t seem to mind it at all, whilst the many of us who hate it can force ourselves to when we feel its necessary, especially adults who have learned this the hard way. 3. Autistic males are far more common than autistic females. The ratio is rapidly shifting to being more balanced as diagnostic understanding improves. 4. Autistic people don’t have a sense of humor. I mean, some of us don’t, and some of us have what may be seen as a ‘different’ sense of humor, but there are a lot of funny autistic people out there, including those who do comedy professionally.

A WARM WELCOME • Respect Individual Differences:

Recognize that neurodivergent individuals have diverse experiences, strengths, and challenges. • Listen and Validate: Listen attentively to the person’s perspectives, experiences, and preferences. • Respect Interests: Respect the individual’s personal space, boundaries, and ways of 5. Autistic people have learning disabilities. In fact a surprisingly low percentage of autistic people have co-occurring learning disabilities. However, people with learning disabilities are much more likely to be autistic too, which might be why this idea exists. 6. Autistic people are all antisocial. Many of us may be asocial from trauma associated with social interaction, but it seems many of us are quite gregarious and even extroverted. Admittedly there are some of us, like me, who are much happier in solitude. 7. Autistic people are all STEM subject specialists. Though plenty are, there are many of us who have skills, jobs and qualifications in the humanities, arts and other fields. 8. Autistic people are all super-gifted in some way. Though some of us might be skilled in certain areas, and some of us might have excellent memories or be hyperlexic, plenty of us are perfectly average.

AUDITORY DISABILITIES

A WARM WELCOME • Get Their Attention: Before speaking make sure you have their attention. Do this by waving your hand, tapping them gently on the shoulder, or making eye contact. • Communicate Clearly: Speak clearly and at a moderate pace but avoid shouting and covering your mouth as it can distort lip movement. Use natural facial expressions and gestures to enhance communication and avoid exaggeration. • Respect Their Communication Preferences: Respect the individual’s preferred communication method, whether it’s sign language, lip-reading, written communication, or a combination of methods. If you’re unsure, ask them how they prefer to communicate. Do not assume the individual reads lips. • Provide Accommodations: Provide accommodations such as written materials, visual aids, or assistive listening devices to facilitate communication and ensure inclusivity. • Address the Person Directly: Don’t speak to interpreters, companions, or caregivers instead of directly addressing the deaf or HoH individual.

Deafness and being hard of hearing are both conditions that affect a person’s ability to hear.

Deafness: Deafness refers to a profound hearing loss that may render a person unable to hear sounds at all or only able to perceive very loud noises. Individuals who are deaf typically rely on alternative forms of communication, such as sign language, lip-reading, or written communication to interact with others and navigate the world around them. Hard of Hearing: Being hard of hearing (HoH) refers to having a partial hearing loss, where a person may have difficulty hearing certain sounds or frequencies but can still perceive sound to some extent. Individuals who are hard of hearing may rely on hearing aids, assistive listening devices, or other accommodations to improve their ability to hear speech and other sounds. Hard of hearing individuals often use spoken language as their primary mode of communication.

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