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
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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, 1.85 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 inclusive for 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 upon 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]
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Contents PART 1 – THE BUSINESS CASE
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1. Why accessible travel matters 2. Four common disabilities 3. How to communicate with and to people with disabilities 4. Economic impact of travelers with disabilities 5. Accessibility is the answer
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PART 2 – CREATE YOUR STRATEGY
1. Define your why 2. Build your task force 3. Conduct research 4. Apply your findings
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PART 3 – DIGITAL ACCESSIBILITY
1. Where to start 2. Conduct a website audit 3. Accessible landing pages 4. Accessible videos 5. Audio descriptions 6. Best practice examples
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PART 4 – PR & COMMUNICATIONS
1. Creating content 2. Promoting content 3. FAM Trips
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PART 5 – THE VISITOR EXPERIENCE
1. Visitor center best practices 2. Make it easy for people to find information 3. Train your staff 4. Enable your partners and members 5. Services providers
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PART 6 – RESOURCES
1. Overall resources 2. Parts 1-6 3. Accessible hotel toolkit/shopping list 4. Video pitches from TravelAbility’s INNOVATEable Showcase
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PART 1 THE BUSINESS CASE
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PART 1
WHY ACCESSIBLE TRAVEL MATTERS Travel offers unparalleled opportunities for personal growth, cultural exchange, and shared meaningful experiences. To fully realize these benefits, it is imperative that destinations evolve to meet the diverse needs of all travelers, including those with disabilities. This Accessibility Playbook, created by TravelAbility in collaboration with Destinations International, serves as a comprehensive guide to help destination organizations navigate the journey towards creating truly accessible and welcoming environments. The importance of accessibility in travel cannot be overstated. According to the World Health Organization, nearly two billion people worldwide live with a form of disability, representing a significant segment of the global population. This will continue to expand with aging adult populations. Moreover, the demand for accessible travel is growing as awareness and advocacy for disability rights increase. By embracing accessibility, destinations not only demonstrate
social responsibility, but shape community engagement and influence economic potential. This playbook is designed to equip destination organizations and their stakeholders with the knowledge and tools necessary to foster accessibility, and in turn, inclusivity. It is structured to provide actionable insights, supported by data, real-world case studies, best practices, and a wealth of resources. Whether you are at the beginning of your accessibility journey or seeking to evolve existing initiatives, this playbook offers valuable guidance to ensure that every traveler feels welcomed and valued.
As leaders in the travel industry, we have a collective responsibility to ensure that
destinations are accessible to all. By adopting the principles and strategies outlined in this playbook, you can take a crucial step towards a more inclusive future. Together, we can create environments where all travelers, regardless of their abilities, can explore, experience, and enjoy the world without barriers.
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PART 1
FOUR COMMON DISABILITIES The landscape of disability is complex, spanning from 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 standardizes and classifies disabilities by considering the limitations of activity and participation in personal and societal life. When it comes to persons with disabilities and travel, consider four types of disabilities: vision, mobility, neurocognitive, and auditory. 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. Let’s begin with a definition of each disability type and important considerations.
Other icons you might be familiar with:
Watch This Video (3:40) “We Don’t Bite” is a short video produced by the District of Columbia for disability sensitivity training.
Vision disabilities. Inclusive of blindness and low vision, conditions affecting a person’s ability to see.
Auditory disabilities. Inclusive of deafness and hard of hearing, conditions affecting a person’s ability to hear. Mobility disabilities. Conditions affecting a person’s ability to move around independently and perform everyday activities. Neurocognitive disabilities. Variations in human neurological development that result in different ways of processing information, experiencing the world, and interacting with others.
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PART 1
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PART 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 to navigate and interact with the world around them. Blindness can be caused by various factors including genetic conditions, eye injuries, diseases like glaucoma or macular degeneration, or other health issues such as diabetes. 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 may be challenging. They may have difficulty reading, recognizing faces, or navigating unfamiliar environments. Low vision can result from conditions such as macular degeneration, diabetic retinopathy, cataracts, or injury to the eyes.
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PART 1
BLIND AND LOW VISION DO’S AND DON’TS
DO’S: • Ask Before Offering Assistance: Always ask if a blind person needs help before providing assistance. Respect their autonomy and independence. • 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. • Respect Personal Space: Be mindful of a blind person’s personal space and avoid touching them without permission. Offer verbal cues instead of physical guidance whenever possible. • Be Patient: Allow extra time for blind individuals to complete tasks or navigate unfamiliar environments. Be patient and understanding of any challenges they may encounter. • 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.
DON’TS: • Assume Help is Needed: Don’t assume that a blind person needs help or cannot perform certain tasks independently. Always offer assistance respectfully and allow them to decline if they prefer. • Use Patronizing Language: Avoid using patronizing language. Treat them with the same level of respect and dignity as you would anyone else. • Touch Without Permission: Never touch or grab a blind person without their consent, even if your intention is to assist. Always ask before providing physical guidance or assistance. • Rush or Pressure: Avoid rushing or pressuring a blind person to move quickly or complete tasks faster than they are comfortable with. Allow them to set the pace and respect their need for extra time. • Make Assumptions: Don’t make assumptions about a blind person’s abilities, interests, or preferences based on their disability. Treat them as individuals with unique strengths and experiences. • Leave Without Offering Assistance: If you notice a blind person struggling or appearing in need of assistance, don’t ignore them or walk away. Offer your help politely and respectfully.
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