Best Practice in Accessible Tourism - Inclusion, Disability, Ageing Population and Tourism
Edited by Dimitrios Buhalis, Simon Darcy and Ivor Ambrose
Channel View Publications, ISBN: 978-1-84541-252-4, February 2012
This is a timely publication as thousands of paralympians prepare to travel to London, some of them, along with many others among the estimated 500 million disabled travellers, will have experienced unjustified refusals and other unfair demands when attempting to board planes, especially low-cost-carriers, when trying to locate and book affordable accommodation or simply enjoy a day or a night out. Accessible Tourism covers tourists with special, temporary or permanent, mobility, vision, hearing, and cognitive access requirements and as such also includes obese, senior and very young travellers but also employees - for example hotel employees having to carry bulky guest luggages through narrow paths and steep stairs.
Nearly all of the 33 contributing authors offering case studies from 12 countries have a direct specialisation in Accessible Tourism (AT), in the provision and/or study of the provision of tourism and other services to people with disabilities and diverse backgrounds in academia, consultancy, destination management, tourism businesses, NGOs and disability advocacy groups. An insider, no-nonsense perspective is also present throughout as many of the contributors are people with disability themselves.
This is only the second academic book written in English which is wholly dedicated to accessible tourism, following the companion volume 'Accessible Tourism: Concepts and Issues" (Buhalis & Darcy, 2011) which mainly covered theoretical aspects. Both books originated in an EU project called "One-Stop-Shop for Accessible Tourism in Europe (OSSATE) which aimed to improve the delivery of accessible travel information.
The volume categorises the 24 chapters around five themes as follows: Policies and Strategies, Networks and Partnerships, The Accessible Tourism Value Chain, Destination Development and finally Accessible Tourism Experiences, presented in an order which reflects the necessary and interlinked stages for producing accessible tourism. Using an international, multidisciplinary perspective It highlights state-of-the art-practices but also reveals policy and practice shortcomings in a wide thematic and geographic range of topics including European Union tourism policy, national and regional AT policies (UK, Australia, Germany, United States among others), architectural design, marketing, training and accessible destination management (VisitOSLO & VisitBritain being good cases - Chapters 20 & 22 as well as Tourism Flanders which introduced its own accessible AT label in 2008) as well as pioneering products such as accessible dive tourism.
Among the many good chapters, the best and most detailed chapters are those analysing policies at the European Union Level (Ch. 2), in Australia (Ch.7), in Vienna (Ch. 16) and certainly Chapter 17 on designing Accessible Hotels, by Katerina Papamichail who draws on her practical experience with the 2004 Paralympic Village in Athens. This chapter should be of particular interest to readers who are heritage tourism, adventure and nature tourism practitioners, owners and developers of new Lodges, small Hotels and Inns, few of whom, regrettably, are disabled-friendly usually under an excuse of remoteness, dangerous terrain or pre-existing historic / traditional buildings. The last chapter, as is frequently the case, is very important as it deals with staff training and how it is paramount for delivering a quality accessible tourism experience - no matter how good the infrastructure or legislation is, an inconsiderate or indifferent service will destroy all prior efforts, however it is rather short and deals only with Spain. The book would have been even better if it also included a chapter or two on economic accessibility (affordability), how easy it is for disabled tourists and senior tourists to afford the extra cost of luxury accommodation and tours that offer the necessary infrastructure, and exploring the linkages between accessible tourism with social tourism. There is unfortunately no keyword-Index, while a few chapters do not seem to cover developments after 2008-2009. The concluding chapter at the end is too short (perhaps understandably so as it is a companion book), as are bibliographical references provided in some of the chapters, although this is expected given the relative general absence of AT academic bibliography.
Most of the authors provide evidence which directly or indirectly acknowledges that accessible tourism is not practiced, recognised as a mainstream segment, statistically measured, marketed or even known as a concept in the vast majority of destinations, even in global north countries which take pride in their high standard of living, although progress is finally being made in the past decade, especially in Germany, the UK and Australia, as technology has become cheaper and through new laws. At the same time, the book argues that even small changes would have made a big difference in developing a more inclusive and accessible tourism product. Readers should ponder what are the deeper causes of this supply-side inertia. Is there a deliberate exclusion of a "tourism for all" by a socioeconomic & cultural system which on the one hand glorifies 'able', 'beautiful', 'successful' people and produces tourism packages for the rest of us which mimic (but certainly do not reproduce) their lifestyles for 1 week, but at the same time wishes to avoid 'costly' infrastructure and time-consuming services and individualised attention opting for glorified mass tourism products. How realistic will it be to move forward without binding international, national and local legislation and regulations, simply by relying on market forces and their voluntary 'self-regulation - response to advocacy group pressure (or demand). After all is accessibility (just) a question of 'a real (?) economic opportunity' for tourism businesses, an issue to be taken care of by charitable organisations, or rather, one hopes, a key human rights issue to be seriously addressed by governments (and bodies such as the UNWTO) with the active participation and consultation of disabled travellers, as Andrew Wright points out in Chapter 14. Does a ferry elevator for the disabled or an adapted hotel bathroom have to "pay off" through a cynic cost-benefit analysis before a decision can be made to install them? And worse, is there a muted industry move towards discrimination-segregation, similar to how most of the tourism industry treats Social Tourism? Consider why disabled information is almost a taboo in most hotel brochures, even when the infrastructure is more or less in place.
Overall this pioneering, interesting collection and detailed discussion of Accessible Tourism best-cases and shortcomings in many destinations is a must-read for tourism policy makers and consultants at the international, national and local levels, and, one hopes, that quality tourism practitioners in the ecotourism sector will also take an interest.