Best practice in accessible tourism : inclusion, disability, ageing population and tourism / edited by Dimitrios Buhalis, Simon Darcy and Ivor Ambrose.

Format:

Book

Contributor:

Buhalis, Dimitrios.

Darcy, Simon, 1964-

Ambrose, Ivor.

Series:

Aspects of tourism ; v. 53.

Aspects of tourism ; v. 53

Language:

English

Subjects (All):

People with disabilities--Travel.

People with disabilities.

Older people--Travel.

Older people.

Social integration.

Tourism--Social aspects.

Tourism.

Physical Description:

xxv, 379 pages : illustrations, maps ; 24 cm.

Place of Publication:

Bristol, UK ; Tonawanda, NY : Channel View Publications, [2012]

Summary:

This volume presents an international selection of invited contributions on policy and best practice in accessible tourism, reflecting current practices across a range of destinations and business settings. It brings together global expertise in planning, design and management to inform and stimulate providers of travel, transport, accommodation, leisure and tourism services to serve guests with disabilities, seniors and the wider markets that require good accessibility. Accessible tourism is not only about providing access to people with disabilities but also addresses the creation of universally designed environments, services and information that can support people who may have temporary disabilities, families with young children, the ever-increasing ageing population, as well as creating safer work places for employees. The book gives ample evidence that accessible tourism organisations and destinations can expand their target markets as well as improve the quality of their service offering, leading to greater customer satisfaction, loyalty and expansion of business. Book jacket.

Contents:

1 Introduction / Dimitrios Buhalis Buhalis, Dimitrios 1

Introduction 1

Universal Approaches to Accessible Tourism 3

Structure of the Book 5

Section 1 Policies and Strategies for Accessible Tourism 6

Section 2 Networks and Partnerships 8

Section 3 Accessible Tourism Value Chain 10

Section 4 Destination Development 12

Section 5 Accessible Tourism Experiences 13

Moving Forward 14

Section 1 Policies and Strategies for Accessible Tourism 17

2 European Policies for Accessible Tourism / Ivor Ambrose Ambrose, Ivor 19

Introduction 19

Objectives for Accessible Tourism Policies in Europe 21

Coordination of Accessible Tourism Policies 24

European Accessible Tourism Policies 25

Future Policy Needs and Targets for Accessible Tourism Policies 28

A Road Map for Accessible Tourism Policies in Europe 29

Conclusions 34

3 Accessible Tourism in Flanders: Policy Support and Incentives / Pieter Ghijsels Ghijsels, Pieter 36

Introduction 36

Accessibility of Tourism Infrastructure 38

Reliable and Available Information on the Accessibility of Tourism Infrastructure 39

Development of a Label 42

Conclusion 45

4 Accessible Tourism for All in Germany / Peter Neumann Neumann, Peter 46

Introduction 46

Stage of Development and Structures of Accessible Tourism for All in Germany 47

Conclusion 52

5 Accessible Tourism in Greece: Beaches and Bathing for All / Nikos Voulgaropoulos Voulgaropoulos, Nikos, Eleni Strati Strati, Eleni, Georgia Fyka Fyka, Georgia 55

Introduction 55

Key Management Structures of Greek Tourism 56

National Strategies for Accessible Tourism 57

Accessible Beaches and Bathing in Greece 59

The Need for a Strategy for Accessible Tourism 60

Conclusion 62

6 The United States: Travellers with Disabilities / Laurel Van Horn Horn, Laurel Van 65

Introduction 65

Open Doors Organization (ODO) Travel Market Studies 66

Travel Frequency and Overall Expenditure 67

Internet Use 67

Air Travel 68

Other Modes of Transportation 70

Hotels 71

Restaurants 72

Destinations - Domestic and International 73

BTS 2002 National Transportation Availability and Use Survey 74

Discussion 76

Conclusion 77

7 Accessible Tourism in Australia / Simon Darcy Darcy, Simon, Bruce Cameron Cameron, Bruce, Stephen Schweinsberg Schweinsberg, Stephen 79

Introduction 79

Rationales for Government Involvement in Tourism 80

Tourism and the Role of Government 82

Disability Tourism Strategies/Disability Action Plans 91

Industry Awareness Campaigns 93

Tourism Disability Research 97

Conclusions 98

Appendix 7.1 Commonwealth Government Initiatives 109

Appendix 7.2 State and Local Government Initiatives 111

Appendix 7.3 Private Industry Key Initiatives 113

8 Accessible Tourism in New Zealand / Sandra Rhodda Rhodda, Sandra 114

New Zealand Tourism 114

Accessible Tourism in New Zealand 115

Accessible Tourism Businesses in New Zealand 118

Why New Zealand Needs to Improve its Accessible Tourism Offer 120

Actions to Develop Accessible Tourism in New Zealand 121

Conclusions 122

Section 2 Networks and Partnerships 125

9 Universal Tourism Networks / Mike Prescott Prescott, Mike 127

Introduction 127

Meeting the Challenge 128

Accessibility Principles 129

Network analysis 134

Application to Accessible Tourism 137

Future Trends 141

Conclusion 142

10 Tourism Victoria, Australia - an Integrative Model of Inclusive Tourism for People with Disabilities / Huong Le Le, Huong, Yuka Fujimoto Fujimoto, Yuka, Ruth Rentschler Rentschler, Ruth, David Edwards Edwards, David 144

Introduction 144

An Overview of Stakeholder Theory 145

Research Methods 146

Victorian Policy Framework: Macro Level 148

Victorian Accessible Tourism Plan 2007-2010: Meso Level 150

Evidence from the Field: Micro Level 151

Implications for Policy and Practice 153

Conclusion 154

11 Accessible Tourism in Sweden: Experiences, Stakeholders, Marketing / Lilian Müller Müller, Lilian 157

The Development of Accessible Tourism in Sweden 157

Accessible Tourism in Sweden - Strengths and Weaknesses 158

Actors for Accessible Tourism in Sweden 159

Marketing of Accessible Tourism in Sweden - in Mainstream and Target-Group-Oriented Channels 160

Accessible Tourism Strategies 162

Experiences from the Municipality of Askersund 164

Conclusions: Accessible Tourism in Practice 166

12 The Third Sector Responses to Accessible/Disability Tourism / Philippa Hunter-Jones Hunter-Jones, Philippa, Anthony Thornton Thornton, Anthony 168

Introduction 168

Accessible/Disability Tourism 168

Tourism and the Charitable Sector 171

Research Methods 173

Findings 173

Conclusions and Agenda for Future Research 176

13 Accessible Dive Tourism / Caroline Walsh Walsh, Caroline, Janet Haddock-Fraser Haddock-Fraser, Janet, Mark P. Hampton Hampton, Mark P. 180

Introduction 180

Definition of Disability and Accessibility 181

History and Scope of the Disabled Dive market 182

Stakeholder Perspectives on Disabled Dive Tourism 185

Volunteer Dive Tourism and Disabled Divers 187

Conclusions 190

Section 3 The Accessible Tourism Value Chain 193

14 Tour Operating for the Less Mobile Traveller / Andrew Wright Wright, Andrew 195

Introduction 195

The Tour Operation 195

Elements of the Overseas Holiday Journey 197

The Resort 198

The Next Stage 200

The Way Forward 202

Conclusion 205

15 Air Travel for People with Disabilities / Simon Darcy Darcy, Simon, Ravi Ravinder Ravinder, Ravi 207

Introduction 207

The Low-Cost Carrier Model 207

A Note about Language and the Cultural Context of Disability 209

People with Disabilities, Seniors and the Accessible Tourism Market 210

Methodology 212

The Low-Cost Carrier Model (Southwest Airlines) 212

Conclusion 217

16 Accessible Public Transport: Vienna City Tourism / Roland Krpata Krpata, Roland 222

Introduction 222

The Viennese Model 222

Development of New Low Floor Vehicles 224

Re-design of Accessible Tramway and Bus Stops 225

The Lift Retrofitting Programme 227

Accessible Station Furniture 229

Visual Guiding System of the Vienna Lines Developed in 1969 230

Tactile Guiding System of the Vienna lines 233

POPTIS - A Navigation System for Blind and Visually Impaired Users 234

Real Time Information Accessible Even for Blind and Visually Impaired Users 236

Qando - A Web-Based Route-Planner 237

MofA or mobility4all 238

Quo Vadis Feasibility Study 238

Conclusions: Achievements and Further Developments 239

17 Accessible Hotels: Design Essentials / Katerina Papamichail Papamichail, Katerina 241

Introduction 241

Accessible Hotels: Taking Away the Myths 243

Checklist 245

Conclusions 261

Section 4 Destination Development 263

18 Wheelchair Travel Guides / Bruce Cameron Cameron, Bruce, Simon Darcy Darcy, Simon 265

Introduction 265

What is a Travel Guide? 265

Some Issues for Travel Guides 266

Iconography 267

Rating Systems 270

The Australian Case 270

Self Assessment versus Provision of Information 271

The United Kingdom Case 273

Europe for All 276

Mapping 276

A Strategic Approach 278

Conclusions 282

19 Accessing Heritage Tourism Services / Shane Pegg Pegg, Shane, Norma Stumbo Stumbo, Norma 285

Introduction 285

Rethinking Service and Product offerings in the Heritage Tourism Sector 286

Dealing Effectively with a Diverse Range of Clients 288

Moving Towards More Inclusive Heritage Tourism Services 291

Conclusion 293

20 VisitOSLO, Norway: Supporting Accessible Tourism Content within Destination Tourism Marketing / Bodil Sandøy Tveitan Tveitan, Bodil Sandøy 297

Introduction 297

VisitOSLO's Accessible Tourism Strategies 298

The OSSATE Project: Planning and Implementation and Key Ingredients for Success 299

New Ways of Presenting Tourism Information Data 303

Strategic

Issues and Problems in Data Integration 305

Conclusions and Key Success Factors 307

21 Accessible Tourism in Spain: Arona and Madrid / Jesús Hernández Galán Galán, Jesús Hernández 310

Introduction 310

Arona: a Tourist Destination based around the Sun and the Sea 310

Madrid: a Cultural Tourism Destination 315

Conclusions: Learning from Madrid and Arona 319

22 Visit Britain: Leading the World to Britain / Andrew Daines Daines, Andrew, Chris Veitch Veitch, Chris 322

Introduction 322

Increased Provision of Tourism Product Information in Relation to Access 323

Access Statements 326

National Accessible Scheme 327

Product Development 329

Bosworth Battlefield, near Market Bosworth, Leicestershire 329

The Hytte, Bingfield, Northumberland 332

Conclusions 334

Section 5 Accessible Tourism Experiences 337

23 Australia: the Alpine Accessible Tourism Project and Disabled Winter Sport / Tracey J. Dickson Dickson, Tracey J., Simon Darcy Darcy, Simon 339

Introduction 339

Project Background 340

Outdoor Activity Focus 341

Ageing Population 342

Informing the AAT Project 343

Research Design 349

Case Study Background 350

Project Details 354

Discussion 356

Project Recommendations - Success by Design 360

Conclusion 361

24 Special Needs Customer Care Training for Tourism / Susana Navarro García-Caro García-Caro, Susana Navarro, Arno de Waal Waal, Arno de, Dimitrios Buhalis Buhalis, Dimitrios 365

Introduction 365

Why Train the Tourism Sector on Accessible Tourism and Leisure? 365

Accessibility and its Importance in Tourism Training 367

Difficulties in the Tourism Sector in Spain 368

Towards an Educational Training System Focused on Total Quality 369

Trainers for Accessible Tourism?

Training Methodologies, Content and Use of New Technologies 370

Conclusions 373

25 Conclusions: Best Accessible Tourism Practice / Ivor Ambrose Ambrose, Ivor, Simon Darcy Darcy, Simon, Dimitrios Buhalis Buhalis, Dimitrios 377

The Language of Accessible Tourism 378

Social Responsibility or Business Interest - Why Not Both? 379

Delivering Personalized, Accessible Experiences 381.

Notes:

Includes bibliographical references.

ISBN:

9781845412531

1845412532

9781845412524

1845412524

9781845412548

1845412540

OCLC:

767825061