The World Travel & Tourism Council (WTTC) launched its new high-level guidelines for inclusion and accessibility in the sector which focus on the experience of travellers with disabilities and will help make the Travel & Tourism sector a more inclusive space.
The four key pillars include:
1. Developing an inclusive & accessible system
2. Creating safe spaces
3. Designing an engaging & relevant system
4. Exemplifying inclusion & accessibility
Highlights from these important guidelines include providing training to staff on disability awareness and how to support travellers with disabilities, as well as collaborating with other businesses in areas where there are gaps in accessibility knowledge, experience, and services.
The report also emphasises the importance of fostering a respectful environment at all locations and for all activities, specifically reminding staff that their attitude towards people with disabilities plays an integral role in making that customer feel welcome and included.
Furthermore, the guidelines make clear that businesses should regularly and proactively engage travellers with disabilities in the creation of accessible products and services so that these meet their needs appropriately. They should also include accessibility features from the booking process, enabling travellers with disabilities to engage with the business before booking their travel service or product.
Staff should also be empowered to address customer concerns as they occur or to engage other staff members if and where necessary, and inclusive marketing should be developed to dignify representations of all people and authentically represent them.
Gloria Guevara, President & CEO, WTTC said: “WTTC is proud to release these important high-level guidelines, which will help Travel & Tourism businesses of all kinds, foster more accessible and inclusive environments.
“The Travel & Tourism sector is one of the most diverse in the world. As the report shows and according to the World Health Organization, almost everyone will temporarily or permanently experience disability at some point in their life, and about 15% of the global population live with some form of disability. It is therefore imperative that we are inclusive.
“Furthermore, throughout its very nature, the sector promotes cultural exchange and understanding, therefore it makes perfect sense that we reflect these values within the sector as well. We look forward to seeing these guidelines make real change within the workforce.”
While the guidelines were released, the World Tourism Organization (UNWTO) continue to build on its successful partnership with the Spanish ONCE Foundation and the European Network for Accessible Tourism (ENAT). The three parties have agreed to extend their partnership agreement for a further four years to ensure that their work to improve accessibility, in every part of the tourism value chain, continues during and beyond the pandemic.
