8 european network for accessible tourism by M. Broeders
1. Access for All
to Cultural Tourism
Mieke Broeders
Executive Secretary
European Network for Accessible Tourism (ENAT)
and
Director, ENTER, Flemish Expertcenter on accessibility
and Toegankelijkheidsbureau Hasselt, Belgium
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3. What is accessible tourism ?
to have access to the whole tourism chain like
everyone in an independent and equal way
- > By Design for all in stead of specialised and segregating
solutions
- > Design for all meets the needs of all customers in all
diversity and all circumstances
4. Tourism Services
Accessible… throughout entire delivery chain
• Information - search, bookings, Websites,
mobile information services…
• Transport - vehicles, terminals, transfers,
assistance…
• Infrastructure - destinations with attractions,
accommodation, restaurants,
streets, museums, etc. …
• Services - hospitality, packages, guiding,
excursions, special menus,
activities, tech-aids, assistance…
6. Who ?
Tourists come in all shapes and sizes :
• Visual or not visual limitations
• Problems with hearing, seeing, walking, understanding,
strength, dimensions, allergies,
• Situational : carrying luggage, trollies, not understanding
the language, cultural ...
• Elderly, children
• For tourists and staff !
7. 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 access standards increases uncertainty,
reduces travel options and allows a lack of
accountability to prevail.
8. 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
• Access is seen mainly as a ”problem” rather than a
”golden opportunity”.
9. Why ?
• It is easier, comfortable, more ergonomic for everyone ->
benefit for all
• Accessibility has become a human right: everyone has
the right to culture, to travel, ..
• There is not a specific type of disabled traveller: like other
travellers the wishes and way they want to spent their
holiday differs widely
• More strict European, national legislation and regulations
(f.e. UN Declaration on the Rights of Persons with Disabilities,)
• Ageing of the population : people who depend on
accessibility in order to participate at culture, tourism.. are
increasing rapidely
• There is an unserved market and a businescase
10. Potential market for accessible tourism in Europe
• If:
70% of the population that requires accessible tourism
provisions has both the physical and the financial means to
travel.
– The potential travel market is: > 89 million
• But:
– people with accessibility needs seldom travel alone:
– With a multiplier effect for friends and family members: x 1.5
• Then the general demand for accessible tourism is:
127.5 million persons
• Which is 27% of the European population
11. How ?
A double approach is needed :
1. Inclusive : making all the tourism sector
accessible and designed for all (mainstreaming)
2. Specific : certain groups need more special
provisions and support (niche market)
12. How ?
Reliable information & communication (website,
brochure, signalisation, …)
Service - > training
Infrastructure & transport
Management
Accessible destination
Professional support
13. In practical terms….
• Be prepared to welcome all visitors!
• Get “know-how” about access:
• Engage an accessibility consultancy or expert
• Talk with organisations of elderly and disabled
people
• Join ENAT and network with European partners
• Invest in accessibility training and planning
• Find local suppliers, stakeholders and supporters
• Encourage new businesses, focusing on access
• Don’t forget to tell everyone what you have done!
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14. ENAT: European Network Accessible
Tourism
• a network of tourism sector and accessibility sector
• started as an European project in 2006-2007
• non profit organisation since 2008 by 11 international
partners with expertise in disability issues, accessibility
and tourism
• Registered in Brussels, Belgium, (Head Office)
• Secretariat in Athens, Greece
15. ENAT Objectives…
• Spread the word about Accessible Tourism!
• Improve marketing and customer information
• Develop and introduce Service Standards for
accessibility in the travel and tourism industry
• Help create Accessible Destinations through
improved public-private-NGO joint actions
• Stimulate new projects and networking opportunities
with actors and stakeholders
• Publicise accessible travel and destinations!
16. ENAT in Europe and
around the world
• Europe
Over 250 members in more • Africa,
than 30 countries • Middle East,
• Tourism businesses (55%)
• Public sector (12%) • North and South America
• NGOs (33%) • Asia
• Australasia
17. ENAT Website www.accessibletourism.org
ENAT Code
News
Events
Projects
Good Practices
Links
Themes
Library
Forums
Contacts
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18. The ENAT Code of Good Conduct
• A Europe-wide label showing
commitment to accessible tourism
• The Code: A set of 8 principles
guiding business practices and
customer service
• Supervised by the ENAT Board
• Members are supported by ENAT’s resources
and training programmes
• Exclusive to ENAT Members
http://www.accessibletourism.org/?i=enat.en.enat-code-of-
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good-conduct
19. Accessible Destination Certification
• Accessible Tourism Destination Certification Programme by
TGB
• 1st certified accessible destination:
Municipality of Lousã, Portugal, 30th June 2011
o Assessment of policies
o Benchmarking management performance
o Accessibility auditing systems for tourist enterprises (transport,
buildings, facilities, and services)
o Marketing and access labelling
o Report with Recommendations and Action Plan
o Follow-up and renewal of certification after 2 years
