Business Opportunities of Accessible Tourism in Europe
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Business Opportunities of Accessible
Tourism in Europe Mr. Ivor Ambrose, Managing Director
European Network for Accessible Tourism (ENAT) Recinto Provincial de Ferias y Congresos de Jaén
Fecha: 7 de octubre 2011
TURISMO Y ACCESIBILIDAD: UNA ALIANZA POR LA CALIDAD
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Overview
1. Why accessibility? Who needs accessible tourism?
2. Market Drivers for Accessible Tourism in Europe: :
a. Demographics
b. Economic development
c. Human Rights
3. Business Development and Examples of Good Practice
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Part 1. Why accessibility?
Who needs accessible tourism?
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Toegankelijkheidsbureau vzw. Belgium
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National Conference on The Right to Access for Persons With Disabilities
To the Built Environment and Transportation, Design for All
• Travel offers
• Information (www…)
• Booking
• Transport
• Accommodation
• Facilities
• Diet meals
• Attractions
• Excursions, activities
• Care Services
Demand…. Supply
Access requirements: Accessible provisions in:
• Hearing impairments
• Visual impairments
• Wheelchair users
• Walking difficulties
• Allergies / Diets
• Small or large stature
• Learning difficulties
• Frail, elderly
• Small children
• Long-term illness
• Service animal
• Understanding the language
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The Problem:
For visitors
• Travel for people with disabilities is unpredictable,
difficult or sometimes even impossible
• Quality of infrastructure, transport, services, and
information varies widely from place to place as
well as between EU Member States
• Lack of common access standards (or too many
different standards!) increases uncertainty,
reduces travel options and leads to a lack of
accountability.
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The Problem:
For the tourism industry
• The accessible tourism market is relatively unknown
and it seems difficult to attract with existing
channels.
• Visitors‘ needs and requirements are unknown or
misunderstood. Therefore the market is avoided.
• Investment costs are misunderstood, exaggerated
• Return on Investment is unknown
• Access is seen mainly as a ‖problem‖ rather than a
‖golden opportunity‖.
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National Conference on The Right to Access for Persons With Disabilities
To the Built Environment and Transportation, Design for All
When do customers need
accessible tourism? Throughout the “visitor journey” and the whole value
chain!
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Tourism Services
• Information - search, bookings, Websites, mobile…
• Transport - vehicles, terminals, transfers, assistance…
• Infrastructure - attractions, accommodation restaurants, streets, beaches…
•Services - hospitality, packages, guiding, excursions, special menus, activities, tech-aids, assistance…
Accessible… throughout entire delivery chain
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Quiz time!
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… can you see the website?
Visit www.Our-Super-Hotel.com
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Part 2.
Market Drivers for Accessible Tourism in Europe.
a. Demographics
b. Economic development - Good business!
c. Human Rights and Equal Access to Goods and
Services
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Accessible Tourism Market Drivers
Demographics
• Ageing populations increase in key global markets due to improved life expectancy and slowing birth rates.
• More than 80 million people with disabilities in Europe.
• People with disabilities or reduced mobility want to travel!
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Demographics
Demographic ageing in Europe
… Age pyramid?
Link: Ageing and Disability
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World Report on Disability, 2011
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World Report on Disability, 2011
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National Conference on The Right to Access for Persons With Disabilities
To the Built Environment and Transportation, Design for All
80 million people with disabilities in EU Total potential travel market in Europe:
> 133 million tourists (OSSATE, University of Surrey, 2005)
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National Conference on The Right to Access for Persons With Disabilities
To the Built Environment and Transportation, Design for All
Total potential travel market in Europe: > €89 billion
(OSSATE, University of Surrey, 2005)
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Human Rights
The rights of persons with disabilities to equal participation in society must be respected by travel and tourism providers
• Overall strengthening of rights in EU states with legal powers
• Europe has signed the UN Convention on the Rights of Persons with Disabilities (UNCRPD) – Implementation!
• The European Commission has proposed a Regulation on equal access to goods and services for disabled people.
• Tourism providers must be equipped with the confidence and ability to meet their legal responsibilities.
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EU Campaigns and Initiatives
to combat access problems in tourism
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EU Passenger Rights
European Disability Forum, 2011
Freedom of Movement Campaign
EU Europa Nostra Awards
EU ―Calypso‖ Cross-border Social
Tourism initiative
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3. Business Development and
Examples of Good Practice
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• Accessibility in the tourism recovery strategy
• Awareness-raising and stimulus
mechanisms
• Successful Accessible Tourism Destinations
• Examples of good practice
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Business Incentives,
…..Marketing, Awards…
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ENAT Code of Good Conduct • Accessible Tourism Standards development
• TGB - ENAT Accessible Tourism Certification
EU Access City Awards, Àvila, Spain 2010
UNWTO Ulysses Awards
• two accessible tourism NGOs in 2011
EU EDEN Destinations of Excellence Awards • 2012 Theme ‖Accessible Tourism Destinations‖
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Accessible Tourism as part of the
economic recovery strategy
• Tapping into the growing international market of the baby-boomer generation and seniors.
• Investment in improved accessibility of facilities and services as part of the design and development of high quality, customer–centred tourism experiences
• Regional and local development plans for Accessible Destinations by working in partnership
• ―First mover‖ advantage!
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Tourism Development
What does the European tourism sector need to do?
• Innovate, develop new offers and products:
• Find / develop new markets
• Diversify the customer base
• Serve customers better with new and attractive
products
• Offer better value for money
• Develop accessible tourism offers for all
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Actions on every level
Enterprise - level
Cities and Destinations
Regions within countries
Countries
Global regions: Europe, Asia, North & South America, Australasia, Africa
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ENAT Survey of 39 Websites of
National Tourist Organisations in Europe (Summer 2011)
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1. Are the NTO websites accessible for people with
disabilities?
- Automated T.A.W test (WAI-WCAG 1.0 ‗Level A‘)
2. Is there access information on NTO websites for the
- Review by market researchers
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< Pass……Fail >
ENAT Survey of 39 NTO websites:
T.A.W Accessibility Test
Top line – issues requiring human
checking
Bottom line – fail points found by
machine-testing
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< Pass……Fail >
ENAT Survey of 39 websites of
National Tourist Boards in Europe (Summer 2011)
- Are the websites accessible? (WAI-WCAG 1.0 ‗A‘)
Top line – requires human checking
Bottom line – fail points found by
machine-testing
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19 out of 39 NTOs‘ Websites have
accessibility information (in blue)
Information on
accessibility
Austria
Belgium
Cyprus
Denmark
Estonia
Finland
France
Germany
Ireland
Italy
Luxembourg
Malta
Portugal
Romania
Slovenia
Sweden
Switzerland
Turkey
U.K.
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NTO websites in Europe
- What Accessibility Information is there?
34
YES NO
Information on accessibility 19 20
Resources for policymakers 8 31
Resources for businesses 5 34
Resources for visitors 17 22
Booking for accessible accommodation 8 31
Booking for accessible events /
attractions 3 36
Link(s) to dedicated accessible tourism
websites 12 27
E-mail contact for Accessible Tourism 28 11
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On-line accessibility info marketing
35
Accessibility information on tourist-travel booking
websites (Results for 2010)
• Over 7000 hotels and Bed & Breakfast
establishments publish accessibility information on
their websites, (Using OSSATE criteria).
• Web statistics show 25% more ―click-through-to-
booking‖ when websites show accessibility
information.
Great Britain
http://www.visitbritain.org/
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Example – count the visitors!
36
2009 UK Visitor Survey asked:
- Do you or does anyone travelling with you
have a disability or a long-term health
problem?
11% of all visitors answered “yes”.
Disabled visitors contributed almost £2bn
to the English domestic visitor economy in
2009. (11% of total spending)
Disabled visitors stay longer and spend
more per visit, on average.
http://www.visitengland.org/
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Example – inform the industry
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http://www.visitengland.org/
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In USA, people with disabilities or reduced mobility currently spend 13.6 billion dollars (10.07 billion Euros)
per year on travel.
―Creating accessible cruise ships, accessible ship terminals, accessible ground transportation, and accessible tourist destinations is not charity – it is just good business‖.
- Dr. Scott Rains, Disabled travel expert and educator. www.rollingrains.com
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Business Case
39
Spain
EUROTAXI – White Paper 2011
1. Design and development of a Taxi for All customers
2. A national support programme for procurement of accessible taxis
3. Development of systems of taxi concessions and services at
Municipal level
4. Industrial production programme, cost reduction, standards.
http://www.accessibletourism.org/?i=enat.en.news.1118
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Business Case
40
Spain
EUROTAXI
http://www.accessibletourism.org/?i=enat.en.news.1118
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Business Case
41
Spain
http://www.accessibletourism.org/?i=enat.en.news.1118
Stage 1. Public-private support for technical development and procurement
Stage 2. Service development and increasing customer use / demand
Stage 3. Legislated targets and full implementation in specified communities
2017 – Status review
EUROTAXI: procurement > service > requirement
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Business Case
42
Portugal
Accessible Portugal Travel Agency
1. SME – small beginnings, fast growth
2. Inclusive holidays for people with disabilities, families and friends
3. Entrepreneur and Tourism Awards
4. ―Accessible Destination‖ development partner
http://www.accessibleportugal.com/
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Business Case
43
Portugal
http://www.accessibleportugal.com/
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Business Case
44
Portugal
http://www.accessibleportugal.com/
Accessible Portugal is contributing to:
Infrastructure analysis & access upgrading,
Information, Activities, Services, Events,
Marketing, and ENAT Access Certification
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1. Policies and Strategies
2. Networks and Partnerships
3. Accessible Tourism Value Chain
4. Destination and
Product Development
5.
Accessible
Tourism
Experiences
Five issues for Accessible Tourism
Enterprises, Cities and Destinations
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Five Characteristics of Successful Accessible
Tourism Enterprises, Cities and Destinations…
1. They have a policy and a strategy - Leadership comes from the top of the organisation
2. They use networks and form new partnerships - Discuss ideas, find partners, collaborate with NGOs and experts
3. They address the whole tourism value chain - Connect with other suppliers, develop new business
- Aim to meet the needs of all customers
4. They develop and market the accessible destination
- work from local to global level to improve facilities to high
standards and reach their target markets
5. They deliver accessible tourism experiences for all
- Aim to give every visitor a good, accessible experience!
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In practical terms, this means…
• Be prepared to welcome all visitors
• Question and revise ‗normal‘ policies and practices
• Show leadership, find your allies
• Get access to resources and expertise
• Network with suppliers, stakeholders and supporters
• Encourage new businesses, focusing on access
• Invest in training and planning
• And don‘t forget to tell what you have done!
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Corporate Social Responsibility
• Giving is good!
• Responsible, ethical purchasing is good!
• Corporate responsibility is not only about giving.
• It means serving the market of all customers,
showing for example, that social inclusion is part
of your corporate ethic….
• ―These customers are part of our culture‖.
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Schindler Lift Company – and CSR
International Student Workshop & Award
Schindler Award 2011
―Design-for-All‖ competition based on a real—world
design challenge.
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Scandic Hotels and CSR
• Sweden, Nordic and N. European countries
• In 2007, gained 15,000 extra overnights from
accessible rooms
• Have expanded to over 100 hotels
• In 2010 built and opened Scandic Berlin with
100 accessible rooms
• Gain conference business thanks to access
policies and practices
• Checklist of 110 Access requirements
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Scandic currently
sponsors Badminton Finland
Dansk Badminton Forbund
Dansk Håndbold Forbund
Equestrian Federation of
Finland
Finland-Swedish Sports
Federation
Finnish Figure Skating
Association
Finnish Gymnastics
Federation
Finnish Ice Hockey League
Finnish Tennis Association
Football Association of Finland
Swedish Athletics Association
Swedish Football Association
Swedish Golf Federation
Swedish Handball Federation
Swedish Ice Hockey
Association and Swedish
Hockey League
Swedish Ski Association
Swedish Sports Confederation
Swedish Sports Organisation
for the Disabled and Team
Paralympics
Swedish Volleyball Association
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UNWTO Code of Ethics in Tourism
Signed by 14 Spanish Companies, Sept 2011
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ENAT Website www.accessibletourism.org
ENAT Code
News
Events
Projects
Good Practices
Links
Themes
Library
Forums
Contacts
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