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An article that recently came across my desk reminded me that, like many other large industries, we in the Travel and Tourism industry have some important responsibilities that we should never be allowed to quietly occupy a ‘try not to think about it’ area in the back of our minds. We must never forget that everyone either wants or needs to travel (or both) and we need to try to make a way for them to do so, whether they are rich or poor, old or young, travelling for leisure or for business – AND whether they are fully physically and mentally able to, or not! Sometimes we tend not to think too much about that last one, and for many reasons, some of which I would like to explore in the next few weeks, we certainly should.
The article I am referring to was sent by DISA (Disability Information South Africa) and outlined many issues that disabled people face when traveling and being properly accommodated in every aspect of their vacation experience. It is something that many, particularly smaller operators and hospitality venues, don’t seem to cater to well, and this is possibly because they might not understand much about it. So, to begin with, it’s probably best if I let this excerpt of the DISA article speak for itself…
What is Accessible and Inclusive Tourism?
‘’Accessible and inclusive travel and tourism mean ensuring that all aspects of travel and tourism in terms of planning and reservation, transportation, accommodation, attractions, information and services, are planned, designed and provided in ways that allow everyone, regardless of their diverse backgrounds, abilities and needs, to travel and function independently, safely and with dignity.’’ Interestingly, I also recently received a presentation on Neurodivergence, a subject which very few even know about and even fewer understand. Neurodivergent individuals are those whose brains process information differently, including people with ADHD, autism, dyslexia, and more.
For those in the hospitality industry who are not quite sure what might be expected of them, the DISA article goes onto describe this pretty well too, saying ‘’It includes barrier-free physical infrastructure, addressing attitudinal barriers (the lack of knowledge and will to change), high-quality services by trained staff, accessible transport modes (air, land and sea), accessible online booking and information systems and inclusive participation in tourism activities and attractions, and so much more.”
Obviously, this includes Tourist operators, accommodation providers, transport companies, and more, but it is not only us who are responsible. An equal amount of responsibility lies with all Government bodies responsible for transport infrastructure, the tourism board, and public services. ‘’The Tourism Grading Council of South Africa,’’ according to DISA ‘’also plays a role in incorporating universal access criteria within their grading system to promote accessibility.’’
Failure is not an option
On the positive side, I think it is important to note that I have personally had some good experiences with larger hospitality areas like Sun City. I remember staying in a wheelchair-adapted room there and noted practical features too, such as lowered braais, shuttle services with ramps, and accessible bathrooms. So larger venues catering on an international level are, for the most part, really making an effort, but many smaller properties either lack awareness or do not advertise the fact that they do have accessible facilities, which, I believe, results in missed opportunities to attract disabled and elderly travellers and their families. Even the most cold-hearted individuals, who think only in terms of revenue streams and pay little attention to this issue, must realise that huge income is potentially being lost through not fully catering to the needs of many disabled people with plenty of money to spend. According to DISA ‘’Tourism and hospitality businesses that do not sufficiently accommodate everyone, regardless of their diversities or other access needs, through ignorance, arrogance, accessible premises, lack of accessible amenities, and untrained staff, have failed in their responsibility to their fellow man.’’ In October, leading up to Disability Rights Awareness Month, I will be taking a much deeper dive into this, talking about what we as an industry can do and why it matters, but for now, let me just conclude by saying that being fully cognisant of, and acting on, righting this issue, is something at which we simply cannot fail. To rob someone of their dignity because they are made to feel excluded or embarrassed by their disability is to rob ourselves of our own humanity. Remember that, in the blink of an eye, it could be you!
Lidia de Olim
CHIEF EXECUTIVE OFFICER