So your hotel is ‘fully accessible’? That may not mean what you think

Disability is finally all the rage. Today there are Barbies with prosthetic legs and folk with disabilities in parliament. It actually looks like we’re getting somewhere – at least on the surface.

Pop culture and politics aren’t the only realms the inclusion wave has crashed upon. The travel industry has also grown in leaps and bounds in the disability space, largely thanks to the pandemic. With a 60 per cent drop in international tourists in early 2020, travel played its cards right and quickly pivoted to an untapped market. But while ramps and step-free entrances play a part to make travel more accessible, we have a long way to go when it comes to creating a truly accessible tourism sector.

The industry has come a long way … in Greece, Seatrac ramps assist people to the sea via remote control.Credit: Seatrac

I’m a journalist with a long history of foreign adventures under my belt. I also live with multiple disabilities, including blindness in one eye, severe dexterity issues (I struggle to use my hands because of numbness, swelling and stiffness) and a chaotic mix of chronic viral and hormonal conditions that leave me feeling like a zombie half the time. Whenever I tell people this, I can really feel the silent shock. How does she do this? She’s so brave.

Of course, most people don’t actually vocalise these thoughts – especially if they’re hoping to work with me to fly the flag of accessible travel. But it’s that silent stigma that keeps accessible travel stagnant.

According to Spinal Cord Injuries Australia, people with a disability account for 17 per cent of total tourism revenue in Australia. This makes me think of two things: firstly, this is a sector that direly needs attention and transformation as clearly people with disabilities aren’t rare phenomenons – they’re our neighbours, our siblings, our cashiers and even our politicians.

You’re allowed to ask … what kind of access needs I’ll be looking for.

Secondly: there’s no doubt in my mind that much of the work done to boost accessibility in tourism over the past five years is largely lip-service to make the most of this booming market.

There are instances where tourism brands and bodies have gone to lengths – as they should – to delve into the inner-workings of disability services and how they can create a safer space. Big things are absolutely bubbling up in the sector – primarily led by those who live with a disability.

But for many hotel brands, travel agencies and tourism operators, it’s merely about ticking boxes and saving face. Sure, there are disability-friendly bathrooms, accessible parking and ramps galore, but there are multiple issues with this approach.

The sector isn’t educated on what these terms mean

Allowing guide dogs on a tour doesn’t mean every person with vision impairment can easily enjoy it.Credit: Getty Images.

In a bid to seem like moves are being made, businesses often slap the term “fully accessible” across their room offerings and tours without really understanding what that should encompass.

This is felt deeply by those who put their trust in operators, only to turn up on a holiday and find their needs aren’t being met. The installation of a ramp doesn’t automatically mean everyone in a wheelchair can access the property. Allowing guide dogs on a tour doesn’t mean every person with vision impairment can easily enjoy it.

Often, accessible facilities aren’t vetted, or they’re deemed acceptable by hotel managers or writers rashly, without adequate checks.

As a journalist covering accessible travel, I’ve seen this happen time again. Tasked with calling hotels to ask about their facilities, I’m typically met with either extreme discomfort or an unnerving confidence that makes me wonder whether their facilities really are inclusive and functional.

There is no single set-up that is accessible to every person living with a disability. Let’s keep unpacking this – it’s complicated, but we need to get to the core of it.

The public isn’t educated on the variance of disability

Thanks to pop culture and stereotypes, society is still attached to the idea that a person living with disability must fit into a neat and tidy box. But not every disability involves a wheelchair or a seeing-eye dog. It is improving; invisible disabilities, sensory disabilities and intellectual disabilities and gaining recognition among physical ones. So why am I still often experiencing unconscious ableism within the tourism sector?

I’ve been lucky enough to work with major travel brands and publications in the past few years. But more often than not, when I’m first connecting with a potential client, I’m met with concerns about ramps and wheelchairs – before I’ve even mentioned what my disability is. Ramps are vital for many people living with disabilities – but my legs are able. I need to know about your door knobs and the placement of your toilet roll holder.

We’re all still nervous to talk about disability – and that needs to change

Where do we go from here? I’m a firm believer it begins with re-education and being brave enough to ask questions.

If you’re a player in the tourism sector, know this: you’re allowed to ask what my disability is. You’re allowed to ask what that means for me, and what kind of access needs I’ll be looking for.

People often feel scared to ask questions about disability because they don’t want to offend and address the elephant in the room. But this is a misguided approach that implies people living with disability face every day with despair. Our experience may alter the way we interact with and navigate the world – and that doesn’t mean we are lacking.

The only elephant in the room is your approach to our needs. And the onus falls on you to meet us there.