The Travel Behavior of Brazlians with Disabilities: A National Study Done in 2013

Brazilian Study of the Profile of Tourists with Disabilities
Table of Contents
1. Presentation --------------------------------------------------------------------------------------- 1 (6)
[ 2. ] Background ----------------------------------------------------------------------------------- 2 (7)
3. Our Goals ... -------------------------------------------------------------------------------------- 3 (9)
4. Methodological Information ------------------------------------------------------------------- 4 (11)
4.1 Who We Researched -------------------------------------------------------------- 4 (11)
4.2 Methodology, Tools and Sample ---------------------------------------------- 5 (11)
4.3 Selection of Respondents --------------------------------------------------------- 6 (13)
4.4 Training of Researchers ----------------------------------------------------------- 6 (13)
4.5 Method of Analysis ---------------------------------------------------------------- 7 (14)
5. Consumer Behavior and Leisure --------------------------------------------------------------- 7 (17)
5.1 Professional Activities ------------------------------------------------------------- 7 (17)
5.2 Everyday Leisure Habits ---------------------------------------------------------- 9 (18)
5.3 Media Habits ------------------------------------------------------------------------ 9 (20)
5.4 Motivations for Travel ------------------------------------------------------------ 10 (21)
6. Planning and Implementation of Tourism Travel -------------------------------------------- 11 (23)
6.1 Does Planning Take Place ? ------------------------------------------------------ 11 (23)
6.2 Sources of Travel Information --------------------------------------------------- 13 (25)
6.3 Destination Selection ------------------------------------------------------------- 14 (26)
6.4 Frequency of Travel -------------------------------------------------------------- 16 (29)
[6.4.1 ] Quick Travel: 2 to 4 Days-------------------------------------- 16 (29)
[6.4.2 ] Average Travel: 1 Week --------------------------------------- 16 (29)
[6.4.3 ] Long Travel: 15 to 21 Days ----------------------------------- 16 (29)
[ Section 6.5 not present in original ]
6.6 Activities Practiced --------------------------------------------------------------- 17 (30)
[ 6.6.1 ] Tranquil, Hesitant Travelers ---------------------------------- 17 (30)
[ 6.6.2 ] Curious Travelers ---------------------------------------------- 17 (30)
[ 6.6.3 ] History and Culture Travelers ------------------------------- 17 (30)
[ 6.6.4 ] Daring and Courageous Travelers --------------------------- 17 (30)
7. Tourism Experiences in Brazil ----------------------------------------------------------------- 18 (32)
7.1 Trips Made in the Last Year ----------------------------------------------------- 18 (32)
7.2 Experiences and Expectations --------------------------------------------------- 19 (33)
[ 7.2.1 ] Transportation--------------------------------------------------- 19 (33)
[ 7.2.2 ] Accommodation ------------------------------------------------ 20 (35)
[ 7.2.3 ] Infrastructure ---------------------------------------------------- 21 (36)
[ 7.2.4 ] Tourist Attractions, Entertainment and Culture ------------ 22 (37)
[ 7.2.5 ] Tour Operators -------------------------------------------------- 23 (39)
[ 7.2.6 ] Local Commerce ---------------------------- ------------------- 24 (40)
[ 7.2.7 ] Safety ------------------------------------------------------------- 25 (41)
7.3 Travel Agents and Agency Staff ------------------------------------------------ 26 (42)
7.4 Cities That Offered Better Accessibility -------------------------------------- 27 (44)
7.5 Acts of Prejudice and Reactions to Them ------------------------------------- 28 (45)
8. Future Travel Plans ----------------------------------------------------------------- 29 (47)
8.1 Where Would You Like to Go? -------------------------------------------------- 29 (47)
8.2 Availability of Information on These Sites ------------------------------------- 30 (48)
8.3 Barriers and Obstacles to Undertaking the Desired Trip ---------------------- 31 (49)
[ Section 9 not present in original ]
10. Conclusions and General Notes ---------------------------------------------------------------- 32 (53)
10.1 Consumption Behavior and Leisure -------------------------------------------- 32 (53)
10.2 Planning and Conducting Travel ------------------------------------------------ 33 (54)
10.3 Experiences in the Brazilian Tourism ------------------------------------------- 34 (56)
[ 10.3.1 ] Public Transportation ------------------------------------------ 35 (57)
[ 10.3.2 ] Intercity and Interstate Transportation ---------------------- 35 (57)
[ 10.3.3 ] Accommodation, Infrastructure, Local Commerce and Sightseeing ( landscapes, museums, theaters ) ----------------------- 35 (57)
[ 10.3.4 ] Tour Operators, Staff and Travel Agencies ---------------- 36 (58)
[ 10.3.5 ] Safety of Places Visited --------------------------------------- 36 (58)
[ 10.3.6 ] Cities with Greater Accessibility ---------------------------- 36 (58)
[ 10.3.7 ] Prejudice -------------------------------------------------------- 36 (59)
10.4 Nearby Destinations and Expectations ------------------------------------------ 37 (59)
[ Section 10.5 not present in original ]
10.6 Requests and suggestions ---------------------------------------------------------- 38 (61)
11. References ------------------------------------------------------------------------------------------- 41 (64)
* Page numbers provided in parentheses ( ) indicate the location of the corresponding text in the original Portuguese
version.
Full document available here:
http://www.slideshare.net/srains/full-brazilian-inclusive-tourism-market-study-2013

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English Translation ver. 1-23-2014
Brazilian Study of the Profile of Tourists with Disabilities
Technical Document - 2013
Original title: Estudo do Perfil de Turistas – Pessoas com Deficiência
Documento Técnico – 2013
Translation by Scott Rains, srains@oco.net

Study of the Profile of Tourists with Disabilities
1. Presentation
Preliminary data from the last (2010) census of the Brazilian Institute of Geography and
Statistics (Instituto Brasileiro de Geografia e Estatística; IBGE) shows that a large
portion of the population has some type of disability. 23.9 % of the Brazilian population
or 45,623,910 (forty five million, six hundred and twenty-three thousand, nine hundred
and ten) persons have least one of the following deficiencies investigated in varying
degrees of severity:





visual impairment
hearing impairment
motor disability
mental/intellectual disabilities

The Convention on the Rights of Persons with Disabilities was adopted in Brazil through
Legislative Decree No.186/2008 and Decree No. 6.949/2009. It has the legal equivalence
of a constitutional amendment. In Article 30 the Convention addresses cultural life,
recreational activities, entertainment and sports and requires States parties to take all
appropriate measures to assure that people with disabilities have access, in terms of equal
opportunities, to locations providing a service or cultural events, such as theaters,
museums, cinemas, libraries and tourism services, and, as far as possible have access to
monuments and sites of national cultural importance.
With this in mind, and taking into account the policy pursued by the Federal Government

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to promote the rights of persons with disabilities, the Ministry of Tourism, considering
tourism as a sustainable economic activity with an important role in generating
employment and foreign exchange and providing social inclusion seeks to promote
accessible tourism opening the possibility and condition for people with disabilities or
reduced mobility to access and use safely and autonomously buildings, equipment and
services of tourist interest, and to have access to adequate information about them.
Thus, for the development of an effective policy in the area of accessible and inclusive
tourism, knowledge of the profile of tourists (both current and potential) with disabilities
becomes critical. Based their perceptions of the tourism infrastructure of cities, of the
obstacles that hinder or even prevent their travel, of the needs and expectations
experienced, it will be possible to verify the current status of tourism activity in the realm
of accessibility as well as to contribute to sensitization and awareness of public and
private managers on inclusion of this market.
There is still a dearth of data on the demand profile of people with disabilities and their
consumer behavior as tourists that allows for reliable presentation of current consumer
demand for tourism in this segment, as well as potential demand in the medium and long
term.
This white paper therefore presents the results of the research Study of the Profile of
Tourists with Disabilities, conducted by CP2 Research, during the months of May and
June 2013.
The document is structured in three parts as follows.
Initially, research methodology will be discussed. Next will be a qualitative analysis of
the behavior, habits of consumption, perceptions and expectations of tourists with
disabilities. Finally, conclusions regarding the results of the research as well as references
used for the construction of research tools and subsequent data analysis will be presented.
What follows is the presentation of the scope of the study, its methodology, main findings
and notes, which were organized according to each of the specific objectives present in
the project announcement.
[ 2. ] Background
The Multiyear Plan 2012-2015 - Greater Brazil Plan (Plano Plurianual 2012-2015 –
Plano Mais Brasil; PPA) was structured considering innovative public policies that
combined economic growth with reduction in social and regional inequalities. Among the
thematic programs of the PPA involving the social area is the program "Promotion of the
Rights of Persons with Disabilities" (Promoção dos Direitos de Pessoas com
Deficiência), which demonstrates the Federal Government's commitment to the
promotion, protection and defense of rights of people with disabilities.
The Program aims to implement actions aimed at ensuring rights, such as accessibility
and equality of opportunities between people with and without disabilities, as well as

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strengthening institutional relationships, the promotion of research and the
systematization of the dissemination of information.
It is noteworthy that travel and full access to tourist activities, services and facilities is a
right enshrined in Article 9 and Article 30 of UN Convention on the Rights of Persons
with Disabilities adopted in Brazil by constitutional amendment as equivalent to a
constitutional amendment. Furthermore, to make the facilities and tourist services more
accessible to people with disabilities can represent a great opportunity to attract a greater
number of users/consumers to the tourism sector.
Aware of such a scenario, taking into account the policy pursued by the Federal
Government to promote the rights of persons with disabilities, the Ministry of Tourism
launched the Accessible Tourism Program, in partnership with the Human Rights
Secretariat of the President of the Republic and EMBRATUR (Brazilian Tourist Board or
Brazilian Tourist Institute) considering tourism as a sustainable economic activity with an
important role in employment generation, foreign exchange and social inclusion.
The program constitutes then the accessibility policy of the Ministry of Tourism and
proposes a set of actions to promote safe and autonomous social inclusion and access for
persons with disabilities or reduced mobility to activity tourist.
Thus, as an outcome of the Accessible Tourism Program, this study contributes to the
planning and implementation of plans and projects dealing with accessibility and the
awareness of public and private managers regarding the true needs of the persons with
disabilities and their consequent inclusion in the tourist activity in the country.
3. Our Goals
Our goal is to identify the characteristics, consumer behavior and needs of tourists with
disabilities - (current and potential), knowing their perceptions in relation to
infrastructure and service delivery in cities, the barriers and obstacles to the realization of
travel, their expectations and their reports of positive and negative experiences.
From this information, what is proposed is to disseminate this knowledge to the supply
chain of tourism as a way to raise awareness among public and private managers to adapt
the services offered, considering the needs of people with disabilities, and to adopt
measures for compliance with the Convention on the Rights of Persons with Disabilities
regarding the participation of this population in cultural life, recreation, leisure and
sporting activities.
The proposal undertakes therefore to build and format a tool for verifying the current
status of the accessibility of tourism activity and contribute to the planning and
development of public policies, plans and projects related to accessibility and human
rights.
The present study was driven by the following objectives:

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




Establish the demand for accessible tourism with a focus on persons with
disabilities.
Evaluate the tendencies of persons with disabilities to travel.
Map out the principle factors present in the leisure travel decision-making as well
as the in the overall tourist experience.
Identify, in a segmented manner (type of disability) the principle needs related to
accessibility of facilities, equipment, services and communication.

Knowing the profile and perceptions of actual and potential tourists with disabilities it is
possible to reason to…



What is the current status of tourism accessibility?
What public policies, plans and projects regarding accessibility and human rights
can be developed?

The variables analyzed were:
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How is the trip planning done?
What sources of information are used for this?
How often and how regularly is leisure travel carried out?
What is the duration of travel, on average?
Do they usually travel with companions? With whom?
Do they find challenges while traveling? If yes, what are these challenges?
What are the difficulties and barriers encountered?
Do they hire travel service professionals?
Do they use lodging, entertainment and transportation?
What are the levels of satisfaction with the tourist experience?
What type of vacation/travel, what are the tendencies, what is frequency and
destination of travel undertaken and desired by these target groups?

4. METHODOLOGICAL INFORMATION
4.1 Who we Researched
Two distinct groups of people with disabilities were surveyed - so-called “real” (actual;
current) tourists and “potential” tourists currently residing in the cities of Belo Horizonte,
São Paulo, Porto Alegre, Rio de Janeiro and Curitiba.
The “real” tourists are those who have traveled to some Brazilian leisure tourism
destination in the last 12 months.
“Potential” tourists are those who have not traveled in the last year but who intend to
travel for pleasure for any tourist destination in the next 12 months.
4.2 Methodology, Tools and Sample

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This research employs a qualitative research technique, using as instruments to collect
primary data both Focus Groups and In-Depth Interviews. Scripts were designed for both
methodologies in order to guide the discussion and allow deepening of the subject.
A Group Discussion is a natural and semi-structured interview guided by a trained
facilitator with a script along with a small group of respondents (the number ranging from
8 to12 people.)
An In-Depth Interview is a semi-structured direct, personal interview guided by a script,
wherein a single respondent is tested by a highly trained interviewer to discover
motivations, beliefs, attitudes and feelings underlying theme study.
Data were collected between May 13 and 20 2013.
Five Focus Groups were conducted in the cities of Belo Horizonte, São Paulo, Porto
Alegre, Rio de Janeiro and Curitiba with “real” tourists with disabilities, i.e., those who
traveled for pleasure to a Brazilian tourist destination in the last 12 months. The Focus
Groups were distributed as follows:
Table 1:
Order
Group 1
Group 2
Group 3
Group 4
Group 5

City
Belo Horizonte
São Paulo
Porto Alegre
Rio de Janeiro
Curitiba

Group Profile
Current Travelers with
Disabilities
(Motor, Auditory, Visual,
Intellectual)

In addition, 20 In-Depth Interviews (Entrevistas em Profundidade; EP’s) were conducted
with tourists classified as potential travelers with disabilities, i.e. those who had not
traveled in the last year but plan to travel to a Brazilian leisure tourism destination in the
next 12 months. Four In-Depth Interviews were carried out in each of the regions covered
by the study resulting in the following profiles of respondents:
Table 2:
1 Potential Tourist with a Motor Disability
1 Potential Tourist with a Auditory Disability
1 Potential Tourist with a Visual Disability
1 Potential Tourist with an Intellectual Disability
The dates of the Focus Groups and In-Depth Interviews by region are:

Table 3:

City
Belo Horizonte

Focus Group
5/9/2013

In-Depth Interview
5/9-10/2013

5

São Paulo
Porto Alegre
Rio de Janeiro
Curitiba

5/14/2013
5/14/2013
5/16/2013
5/16/2013

5/13-14/2013
5/13-14/2013
5/16-17/2013
5/16-17/2013

4.3 Selection of respondents
To select the participants of both Focus Groups and the In-Depth Interviews as well as
seeking an agile workforce and following an established trend in research institutes of
Brazil, in the case of Porto Alegre and Curitiba local recruiters we hired. In other cities,
Belo Horizonte, Rio de Janeiro and São Paulo, the recruitment of participants was
conducted by telephone.
This differentiation between recruiters in the cities surveyed was because, initially,
institutions were contacted in each city and these institutions in turn passed along the
names of possible people with disabilities to be interviewed - among these institutions
include APAE 's (Association of Parents and Friends of Exceptional Children) Regional,
Associations, Councils, among others (as can be seen in tables 2 to 6, below, on page 8).
The initial plan was that these institutions would send a list of people interested in
participation and could possibly contribute to the research, i.e., the institution would be
the bridge between the company and the research participant with disabilities.
Each recruiter was responsible for recruiting the Focus Groups and In-Depth interviewees
of a city. So in total five recruiters were hired (three that performed the work via
telephone, at the headquarters of CP2, in Belo Horizonte - Porto Alegre and Curitiba, as
was explained and two others that operated in their respective cities.)
4.4 Training of researchers
All professionals hired to perform this study underwent training taught by the Research
Coordinator and the Field Coordinator of CP2 before the start of data collection. This
training was aimed at general training on the standards adopted and also specific training
in research in the area in order to enable them to perform their respective functions in the
field (as recruiters, interviewers, moderators and analysts)
As each of the selected professionals were in a different locality training occurred
individually on April 25 and 26 via Skype. The basic topics covered in this training were:





The Code of research ethics, in accordance with the standards of ABEP Brazilian Association of Research Companies (Associação Brasileira de
Empresas de Pesquisa) and the International Code of ICC/ESOMAR – the
European Society for Opinion and Marketing Research
General and specific objectives related to research
Profile of the participant demographic of the project

Specifically with recruiters the following topics were discussed:

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


Posture expected in the selection and user invitation to participate the Focus
Groups
Reading and understanding the Recruiting Sheet and Invitation Letter

For moderators and interviewers the following topics were covered:
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

The approach expected in conducting Focus Groups and In-Depth Interviews
Role-play reading and understanding of the scripts for Focus Groups and InDepth Interviews
Explanation and discussion of the possibilities allowed by the script
Methods to be used to record the Focus Groups and In-Depth Interviews

4.5 Method of Analysis
Analysis was performed using the inductive method, i.e., break down specific cases to
reach general conclusions. That is to say that the discourse produced by each region and
every segment (translator’s note: “disability type”) researched was analyzed separately
in the light of each variable investigated. With this strategy, it was possible to point out
the commonalities in all segments, as well as the specificities of certain regions or
segments
Throughout this document, whenever the terms ”responders” “those researched” or
”persons with disabilities” are employed the reader should consider that it refers all
participants, or, that is, all participants presented similar opinions or behaviors.
On the other hand, when a differentiation factor appears in report, there will be the
correct identification of the segment and/or region where this differentiation has
occurred.
In the present study we identified a broad convergence of views and behavior. The
categories covered by the survey behaved quite similarly, and between different types of
disability, only specific demands were identified as differing. On the more general issues
opinions were more similar than differentiated.
5. Consumer Behavior and Leisure
5.1 Professional Activities
From the standpoint of professional activities, research shows that the vast majority of
people with physical disabilities have a very active life. The analysis of this most active
group shows that many are taking higher education courses. Among these courses are
diverse sciences, accounting, computer science, history, marketing, social sciences,
journalism, tourism and law. Some (possibly more) are already in the graduate school.
A significant portion is taking courses in technical and professional certification courses
in: crafts, music, massage therapy and computer. Language courses (English and
Spanish) are also part of the activities of this more active group.

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As to current occupations these vary. There are those at managerial level as well as the
technical and operational level in areas such as: financial management, process
management, university professor, speech therapists, administrative assistants, artists, and
auto mechanic among others.
The group formed by those who do not have an active life as well (a small minority)
points out that there are those who are still in process of rehabilitation and adaptation
who depend on relatives to assist in performing the actions of everyday life.
Also identified are those who have retired as a result of disability that they have acquired.
Important to highlight is that, in presenting their professional identity, some respondents
made a point of mentioning the activities they had practiced before the onset of disability.
Such behavior reveals how this group wants to be perceived (and valued) in the totality of
their experiences.
Finally, it is also relevant that some people with disabilities are professionally involved in
representing the interests of other people with disabilities through their activities with
associations and organizations.

Quotes from respondents:
"I graduated in journalism. I will start a graduate degree in marketing. I am an
artist. I am part of an association of painters who paint with their feet. I am also
part of a wheelchair soccer association that we created, whose goal it is to make
the wheelchair soccer a modality for the Paralympics in 2016.” (Rio de Janeiro EP Motor Disability)
"I'm working. I am in a course that will finish in a year.” Curitiba - Intellectual
Disability EP)
“I graduated from high school. Now I was called to be an instructor for students. I
do training for writers.”(São Paulo - EP Hearing Disability)
“I study. I am doing courses in massage therapy and in music.”(Belo Horizonte –
Visual Disability EP)
"I work in the afternoon and in the evening I study to work in a warehouse.”
(Porto Alegre - Visual Disability EP)
5.2 Everyday Leisure Habits
When reviewing activities outside the professional sphere (work and study), the scenario
is not very different from this. Respondents were shown to be very active and are
involved in a large number of activities, such as visiting family, going to the movies,
surfing the Internet, being with friends and traveling.
Besides these most frequently practiced activities there is also another set of activities:

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Participation in events organized by entities that represent their interests
Reading, study and research (via the Internet)
Listening to music
Outings with children (theater, cinema, shopping)
Sports (swimming, soccer, basketball, capoeira)
Going to the mall on Saturdays and Sundays
Going to the theater
Playing video games

“In my free time I do swimming and capoeira. I like to walk around and go to the
theater every once in a while.” (Belo Horizonte – Motor Disability EP)
“Ah... I play video games. Sometimes I'm on the internet, chatting with friends.”
(Rio de Janeiro - Intellectual Disability EP)
“Lately I like going out - going to movies, the theater. Any event, sometimes the
library public in Paraná has lectures or a film. I always go when I have some
money to pay the taxi.” (Curitiba – Visual Disability EP)
“On Sunday I like going to the mall and take that opportunity to visit family.”
(São Paulo - EP Hearing Disability)
"I tend more to stay at home. I listen to music. I listen to the radio. I do not have a
very large entertainment repertoire, so to speak.” (Porto Alegre - Visual Disability
EP)
5.3 Media Habits
Media like newspapers, magazines and radios are not so significant in the life of those
with hearing disabilities. There are those who use them a bit more, as there are those who
use them sporadically.
Television has a greater number of fans. However, the time dedicated to it is quite varied,
ranging from 2 hours per week to 3 hours per day. The internet occupies the main role: it
is used by all and the time spent on it ranges from 1 to 16 hours per day but the majority
use it, on average, around ¾ of an hour on average per day, also accessing it via cell
phone.
Navigating the Internet satisfies a wide range of goals: study and research; talking to and
seeing friends and relatives; dating.
The internet sometimes works as a plan B for the difficulties faced by persons with
disabilities. They can search for adaptations and about the accessibility of a location they
want to visit. They can chat with and see friends without needing to move etc.

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"If you include business and leisure, I think it reaches the 16 hours a day.” (Porto
Alegre – EP Motor Disability)
“I usually not use the computer and watch the only TV in the afternoon when the
soap operas come on. I don’t like to watch TV because it only reports bad news. I
like radio but I don’t listen every day - about 1 time per week. I do not read
newspapers or magazines.” (Belo Horizonte – Intellectual Disability EP).
“I read the newspaper, not magazines. About an hour of internet and TV between
9:00 and 10:00 pm.” (São Paulo - EP Hearing Disability)
“I spend only a little time watching TV. I’ll only watch when there is a debate;
something for personal development.” (Rio de Janeiro – Visual Disability EP)
“I like to watch football. ... I do not like drama. ... I do not like movies. I'm on the
Internet about 6 hours a day”(Curitiba – Motor Disability EP).
5.4 Motivations for Travel
Remembering that this is not a quantitative study, some numbers will be presented just to
give an idea of the profile of those surveyed. Of the 68 people interviewed, only 1 or 2
said they “do not like to travel." (This does not mean they do not travel).
Among the major factors that motivated travel:
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Visit relatives and family
Visit relatives and family sick
To be with friends who live in other cities
To discover new places, new cultures, see new sights
To be surprised by something new, in search of "something new”
To visit a famous place or experience something unusual (snow)
Vacation for rest and family fun
To go to the beach
To go to events promoted by the entity that I represent
To travel for work
To take tests for a course

Another important aspect to keep in mind is that there are also those who are dependent
on another person in order to travel. This somewhat restricts the number of trips taken.
There are also those (with an intellectual disability) that are influenced by the
desire of another, in this case their travel escort.
"I like to travel, but it is difficult because it must always return the same day .
( ... ) Is that my mother does not like to travel." (Belo Horizonte – Intellectual
Disability EP)
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"It would be to unwind , relax a little bit, because usually when I’m here,
I’m working. So when I go out, it's to really rest. Take my children to
have some fun, go to the beach ." (São Paulo - Visual Visual Disability EP)
"In 2008 I traveled to Espírito Santo, but it was to work... I really like to travel to
get to know new cultures" (Porto Alegre – Motor Visual Disability EP)
"First, he really likes to travel to experience new cities, then to see friends ... He
likes to experience these cultural differences. For example, when
you go north the culture is different ... He went to Europe. He wanted to
experience France because of his work" (Belo Horizonte - Hearing Disability EP)
.
"During vacation I travel with my parents to rest. ... I like to get to know new
cultures in other states, other countries. ... The music, the weather." (Rio de
Janeiro – Intellectual Visual Disability EP)
"Just for family issues. Really, only to visit my grandparents. I have an uncle who
is always moving, thanks to him I have been to a lot of cities." (Porto Alegre –
Visual Disability EP)
6. Planning and Conducting Travel
6.1 Does Planning Occur?
In order to minimize the occurrence of unanticipated problems which may be
circumvented, but end up involving loss of time, cost and additional constraints people
with disabilities attempt to plan well their travels.
Therefore, they argue that planning is a critical step and that allows the creation of
important contingencies (“Plan B”) that will contribute to the success of the journey to be
undertaken.
It is noted, in some cases (especially with people with intellectual disabilities), the
involvement of family and friends who help in the search for information about the
destination.
In addition to preventing problems from occurring and giving greater security to the
disabled traveler, planning, done well in advance, can also generate financial savings
(lower prices, “deals.”) In some cases packages were offered by tourism agencies, as well
as for business trips planned by companies and those sponsored by prominent
organizations (associations, NGOs, groups etc.)
When these are the options are available for people with disabilities they feel more
relaxed about the planning. The sense is that the agency/company/group assumes

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responsibility for problems that might occur. Long trips or unknown locations call for
more careful planning.
Shorter trips, those closer to home, those already known or those in which the disabled
person will have the company of a friend who already knows the destination do not or
require planning something less stringent.
There are also occasionally those most ”courageous” travelers. They claim that if the
opportunity or invitation appears” worth it” they are willing to take the trip without any
prior planning. The variables considered in planning are:
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

Destination and length of stay
Means of transportation to get to and from the destination and the costs thereof
Condition if public transport in the city to be visited
Hotels (availability of vacancies, number of accessible rooms, accessibility of
daily hotel rates)
Tourist attractions (which exist in the city, how one reaches the attractions, if
there is accessibility, interpreters, Braille etc.)
Local business culture, level of accessibility and prices
Site safety (level of violence and risks to physical security)
Tourist routes available

Quotes from Respondents:
“It is critical because I have to weigh the positive and negative points of a place to
see if, in the final balance, the positive is at least equal to the negative at least
equal or a little better. If not, it is not worth it to leave home, spend money arrive
in a new town and stay at a hotel. ... Well, I’d get angry. I would spend money
and I'd do the same things I do here at home, staying at home” (Rio de Janeiro –
Motor Disability EP).
“Surely it is important to plan. I often inform myself, especially through my
friends, since I never travel alone and they accompany me. They are the ones who
check out the attractions, the infrastructure, security ... how to get there, because I
always go by car. I don’t travel by bus,” (Curitiba – Motor Disability EP).
“He wants to go to Acre, but first he wants information about the place what the
hotel is like and all that. If he decides to it will work he will go. He doesn’t like to
leave it to the last minute. He likes to see how things are beforehand. He sees how
the culture, evaluates the hotel, if it has security, if it has an interpreter. Man, he
knows and plans everything before he gets there” (Belo Horizonte - Hearing
Disability EP).
“Even though people have spoken about planning thinking a lot about price, I
think the planning is more for you to have more quality in general on your trip.
You need to know if the places are accessible. If not, you spend your time and
your money and get tired out looking for, testing your luck at finding accessible
places. Because then you can make a Plan B.” (São Paulo - Focus Group)

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6.2 Sources of Travel Information
The vast majority of respondents emphasize the scarcity of relevant information. That is,
information on cities they plan to visit exists but it is general information and does not
meet the needs a person with a disability.
For effective planning, enabling a journey that is non-stressful and pleasant, people with
disabilities report that it is essential have access to the following information:

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








The price of tickets. Time in transit.
Means of transportation used for the trip. Local transport and how it is adapted.
If hotels are accessible. If their rooms and bathrooms are adapted.
If the local business community is prepared to meet every type disability.
If business establishments are accessible. If the bathrooms are adapted.
In restaurants if a wheelchair user can sit comfortable at the table in their chair.
If a person with a visual impairment can read the menu.
If there is an interpreter allowing the Deaf person to communicate.
If the tourist sites and cultural attractions of the city are accessible.
If there are arrangements so that people with disabilities can take the maximum
benefit of what is provided commercially and culturally.

Information reaches people with disabilities in particular via the internet, which has a
primary role in planning travel, and also through friends who already know the
destination, have been there and can provide the details given above.
Contact with friends and family who know the place to be visited occurs by telephone
and through the Internet. In some cases, the person with disabilities makes friends over
the internet (MSN, Skype, social networking, chat rooms) and later visits the city of their
friends who ends up filling the role of an excellent tour guide. A phone call is also used
to establish contact with hotels, bus and airline companies, shops and points of cultural
and general tourism.
There are also other channels, but they were seldom mentioned. They are:






Travel magazines
Travel books
Ads on TV and radio
Materials published in newspapers
Pamphlets found at a travel agency

Besides the lack of information, there is also a much more important issue to consider.
Not all the available information is in line with the reality that will be found by the
person with a disability. That is, beyond the quantitative aspect, the information available
also lacks credibility.
[Quotes from respondents: ]

13

“Sufficient information is not available. When you get there you think that is one
thing but it is not. Ground transfer is not what was expected. They said the site is
accessible but it is only a small part of it is. It is not completely adapted as was
expected and as I need it to be.” (Belo Horizonte – Motor Disability EP)
"From TV ads themselves. On the internet. He also tends to go by the travel
agencies in shopping centers and pick up some flyers - the ones he likes
most.”(Rio - Intellectual EP).
“Actually, I have travel books.”(Curitiba - Hearing Disability EP)
“Travel agencies are not easy. They cannot be trusted> You have to pick up
information from others also”(Rio de Janeiro – Visual Disability EP).
“But sometimes there's no point. You ask. They tell you there is an interpreter at
the airport. You get there and they have no interpreter” (São Paulo - Focus
Group).
6.3 Choice of Destination
Accessibility is very important, but there are times when the desire or the need to go to a
certain place displaces accessibility’s role in decision-making role on the choice of the
destination and the person with disabilities must face all its difficulties, limitations and
constraints.
Tourists with disabilities certainly consider among other things:







Competitive pricing
Cultural and historical aspects of a site
Interest and uniqueness
Local food
Unusual landscapes
Unique experiences (snow, wonderful beaches)

Combining all this in a site ready to receive and serve a tourist with a disability would be
ideal but it is pointless to be in a place of your dreams if you cannot take full advantage
of it. If this reconciliation is not possible the experience can end up being a frustration.
At the intersection between accessibility and the degree of attractiveness of the site lies
the importance of city having inbound tourism professionals who are gentle, hospitable
and polite. Many difficulties can be overcome satisfactorily when there is someone
around who is proactive, interested, knowledgeable and helpful.
In practice the following factors are influence the choice of a destination to be visited:



Hotels with accessibility in bathrooms and bedrooms
Cultural and artistic events

14









Businesses close to the hotel with accessibility and adaptations
Affordable public transport (including transport leading to tourist points)
Level and well-maintained walkways
Beaches and parks for the amusement of children
Presence of interpreters in high priority locations
Tactile floor treatments, Braille and other resources which can guide a person
visual a impairment
High season (family vacations) or off season (more vacancies, better service and
lower prices)

"In addition to accessibility and adaptation, what I think is cool is the identity of
the place... I like things related to art. I think everyone who goes somewhere is
expecting to see new things ... So I care about the cultural of the place, getting to
know the food, habits, tastes of that place”(Rio de Janeiro – Motor Disability EP).
“Affordability is an important factor. I decide with my mom where to go. The
Serra da Piedade was chosen by proximity; Inhotim for safety. Usually we spend
only one day. We have lunch and stroll around town. We only go on travel to
nearby cities to avoid inconvenience.”(Belo Horizonte – Intellectual Disability
EP).
“If you do not have access you have places I cannot go. There’s no way because it
has lots of people or lots of stairs, or does not always have people to help. ... The
bathroom doesn’t need to have everything – somewhere to shower; the basics.”
(Curitiba – Visual Disability EP).
“... But it will also depend on the need... I went to a city that was not
accessible. I had to improvise everything but I needed to go, so even knowing
that, I went.” (Porto Alegre - Focus Group)
“I worry with the cultural aspect, learning new things, discover. I'm in a new
body, but the adventurous spirit remains. So I will not always be limited to
accessibility”(Rio de Janeiro - Focus Group).
6.4 Frequency of Travel
[6.4.1 ] Quick Travel: 2 to 4 Days
There are those who travel regularly, just as there are those who do not. The objectives of
this type of journey are generally:




Weekends, holidays, travel to work
Travel to conferences, sports tournaments
Medical treatment

[6.4.2 ] Average Travel: 1 Week
15

Most undertake this sort of travel. The frequency is around 2-6 times a year. The
objectives of this type of journey are generally:




Visiting friends and family
Prolonged holidays such as Carnival, Easter, Christmas and New Year's Eve
Packages offered by travel agencies

[6.4.3 ] Long Travel: 15 to 21 Days
Frequency is 1-2 times a year. The objectives of this type of travel are generally:




Year-end holidays to the beach (vacation with family or alone).
Trips abroad.
Dream vacations (honeymoon, see snow, visit the sand dunes of Maranhão)

"For me travel is therapy. When I 'm a little stressed, I’ll say, 'I need a trip' ...
About 2 or 3 times a month.” (Curitiba - Focus Group).
“I travel infrequently because it has to be top notch. I'm paying, so I want a place
that is accessible on my sightseeing trip. I’ve had enough of the places that I 'm
required to go.” (Belo Horizonte - Focus Group)
“I travel about two times a year, but I always prefer the off season. There is not
the turmoil and it is easier. The price is also much better. How little we have,
People become more well-behaved. Guesthouses and hotels become more human.
There is not all that tension. It is different.” (Rio de Janeiro - Focus Group)
“Twice a year. One outside of Brazil and another here.” (Porto Alegre - Focus
Group).
6.6 Activities Practiced
Analysis of the activities undertaken during travel led to the identification of 4 market
segments:
[ 6.6.1 ] Tranquil, Hesitant Travelers: Usually these are trips to visit relatives
and family. These travelers prefer to stay at home like they do in their
hometowns. When they leave they do so in the company of family members who
provide them with full attention and assistance.
[ 6.6.2 ] Curious Travelers: These travel to see specific attractions. It is
important to them to capture the places they visit on photos and video. They like
to do this in the company of friends. They also take advantage of local commerce
(food, crafts, products at different price ranges.)

16

[ 6.6.3 ] History and Culture Travelers: This group is very interested the
cultural and historical aspect of the cities they visit. They seek to learn about
everything that involves history, culture and the arts. Among there prominent
activities are trips to museums, live theaters, cinemas and landmarks.
[ 6.6.4 ] Daring and Courageous Travelers: These travel in search of the new
and unusual. They set out seeking activities that allow them to break boundaries.
They are in search of a challenge, but they do not do so irresponsibly. They seek
to ensure that they will be safe. In this group are those who enjoy extreme sports
and ecotourism.
“We went on holiday. We did a lot. We walked around town (Natal.) I went to a
mall. ... I went to see museums, arts, craftspeople. I went to the beach. We ate out
every day – juices, local foods.” (Curitiba – Intellectual Disability EP).
“I went into the water for the first time in three years. I had already done
hydrotherapy so you lose the fear of falling in. It made it easy paddling in kayak.”
(Rio de Janeiro - Focus Group).
"I went to a restaurant but they did not have the food I wanted. I went to the
beach, museums, bought clothing. I was lounging on the beach. I got ice cream. I
bought simple things. In Curitiba I did not go to restaurants. I stayed in the house
of my relatives.” (São Paulo - Hearing Disability EP).
"There in São Paulo was a meeting on disability. I went with the father of my
children. We took a tour. I just went in there for the presentations. I did not visit
museums or theaters and those sorts of things.” (São Paulo – Visual Disability
EP)
"Strolling with someone you met on MSN, Orkut, webcam. It's good just to
walk together but I don’t stay in the person's home. I stay at a hotel. The trip is
just to get to know the city.” (Belo Horizonte - Focus Group).
7. Experiences of Tourism within Brazil
7.1 Trips made in the last year
In discussion groups, containing “real” tourists, participants had attended at least one trip
in the last 2 to 3 years. Whether for business, for pleasure, to visit relatives or friends,
respondents presented some tourist experience.
Most traveled with companions. Generally they were accompanied by family members,
especially those with intellectual disabilities. However, notable is the presence of one or
more friends. These are important characters in the tourism economy of the disabled
person.

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One realizes that the tourist experience of respondents is quite diverse, covering various
parts of Brazil. Among the cities visited last year these were highlighted:

Paracatu – Teresópolis – São Paulo – Petrópolis – Florianópolis – Cabo Frio – Rio
de Janeiro – Brasília – Natal – Curitiba – Osasco – Arraial do Cabo – Arraial da
Ajuda – Campos do Jordão – Guarapari – Nova Friburgo – São Roque –
Itapecerica – Inhotim – Itu – Poços de Caldas – Recife – Fortaleza – Salvador –
Alagoas – Ilha Bela – Santos – Aracaju – Manaus – Belém – Porto Seguro –
Goiânia – Caldas Novas - João Pessoa – Porto Alegre – Belo Horizonte – Vila
Velha – Campo Grande – Volta Redonda – Arraial do Cabo – Búzios – Rio das
Ostras – Além Paraíba – Serra Gaúcha
"Yes, this year I have traveled 3 times. São Paulo, Florianopolis. I went to São
Paulo to work ... I was not alone. I went with the board and stayed only two
days.” (Curitiba - Focus Group).
"To Recife, Curitiba and Santos. To Recife was with my family. We have
relatives there. In Santos and also Curitiba I went to visit my grandmother. I don’t
have courage to go alone because I and afraid of losing myself ... It was very
difficult to communicate there.” (São Paulo - Focus Group)
"Campos do Jordao, Salvador, Ilha Bela. The last was to Pouso Alegre [for a]
wedding and a family birthday. I went with my husband and my sister-in-law. We
stayed there 1 week.”(Rio de Janeiro - Focus Group)
"Lately I have not traveled just to take a trip. I recently went to visit my mother in
São Paulo. She needed a little money otherwise she would not have made it. I
stayed there 2 or 3 days.” (Curitiba - Focus Group)
"From December to January I spent New Year's holiday in Cabo Frio and then
went to Rio de Janeiro. We stayed 15 days, myself, my husband, my son and his
girlfriend.” (Belo Horizonte - Focus Group).

7.2 Experiences and Expectations
[ 7.2.1 ] Transportation
According to the perception of tourists - people with disabilities – who participated in the
study, transportation, either public or private (intercity, interstate and international) still
require investment in order to be made accessible.
Airlines are a little ahead; they offer differentiated service at check in and check out.
However, there still remains a need for space, adaptation (space in corridors and
bathrooms, interpreters, Braille), and accessibility in aircraft. Bus terminals remain very

18

far from having the accessibility required. They lack investment in structure and
capacity-building of staff. Elevators do not always exist in public transport systems.
When they do they often have mechanical problems. There are also situations in which
the attendant does not know how to operate the equipment.
Where positive evaluations were given, it was found that these were directed at the
specific approach of an individual and do not reflect a general pattern of conduct or of
quality adopted by the service provider.
Another point raised by the respondents is with regard to the price of tickets. In many
cases they were only aware of discounts only at the local level of public transport. Few
tourists with disabilities mentioned discounts or the practice of differential pricing for
intercity travel and interstate travel, whether by road or air. There is also the perception
that people with disabilities always occupy the worst places within the means of
transport.
Few know of the ANAC's resolution No. 09 /2007 which provides for the access to air
transport for passengers requiring special assistance. The resolution requires a discount
for the escort the person with disability of at least 80 % in value of airfare if the
passenger demonstrates the need for assistance during the trip. However, research shows
that this type of information is not easily reaching the beneficiaries of such
resolutions/ordinances.
"Sometimes you get there and find no difficulty. I've traveled to Recife, Brasilia,
Rio de Janeiro, Sao Paulo and most difficult of them all is the collective transport,
buses are not adapted... To sit on the floor, to be carried on, that is the most
annoying.” (Belo Horizonte – Motor Disability EP)
"But he once went alone to the beach. Then I wrote his name and exactly where
he had to get off. Then I told him the name of the person who would meet him
there as soon as he got off the bus. Everything turned out fine. He had no problem
to getting on the bus. The driver was very nice with us.” (Curitiba – Intellectual
Disability EP)
“For example, you know that bus tour that goes past with the guide talking?...that
bus with a lot of people and a person speaking into the microphone? Imagine the
Deaf. They don’t get anything from it. There needs to be an interpreter and they
do not have one.” (Rio de Janeiro - Auditory Disability EP)
"... The bus station was under construction, so I was at the wrong gate. Nobody
came to ask me anything; to help me. Then my bus came and I sat there in the
chair, bags next to me and a ticket in hand...They do not need to stay with me all
the time but they could have a person to ask where should I go and to take me to
the gate. They left me there." (Porto Alegre - Visual Disability EP)
"I almost hurt myself a lot. I went to get on the bus and fell. There needs to be

19

something
to orient us at entry; something that tells us the number and destination of the bus.
You ask for information from someone and it seems like you do not exist. They
ignore you. It seems like they are afraid." (Sao Paulo - Focus Group).
[ 7.2.2 ] Accommodation
The city of Socorro (in the state of São Paulo), according to the respondents, is a model
of accessible tourism as it is the city that offers the best fit for people with disabilities.
This exception aside, other experiences related demonstrate that it is evident that
accessibility has not been designed holistically within hotels for instance. Only a few
specific areas are adapted.
However, the movements of a disabled guest are not only limited to that area. Thus they
experience difficulties and end up having to seek improvised solutions (at the door of the
restaurant, at serving tables, with space inside the room, with the number of rooms
available, for menus in Braille, the presence of interpreters, tactile flooring, etc.)
The availability of suitable rooms is another problem experienced by tourists with
disabilities. In times of high seasonal occupancy or when some event that involves people
with disabilities is taking place the few that there are accessible rooms are insufficient to
meet the demand.
It was also noted that hotels have failed to provide for the preparation and competency of
those who guide and receive people with disabilities. The expectation is that hotel staff
should be able to provide information about the city and conditions of tourist attractions,
yet this most often does not happen.
"Some I call and book easily because a friend has been there and told me about the hotel.
I've had trouble with is the lack of suitable hotel. It is because there are times of year
when it is difficult... When you have an event, a fair, a sporting event involving people
with disability, you have 4, 5, 6 thousand people with disabilities and no location has
adapted for all these people. Then it is impossible." (Rio de Janeiro – Motor Disability
EP)
"In addition to tourist sites hotels must also adapt. There is a lack adaptation also for the
Deaf. Blind and wheelchair users already have quite a lot today, but not the Deaf...
Communication that is barred is a question of communication." (Belo Horizonte –
Auditory Disability EP)
"I was in the Pantanal in rather simple accommodation. They had there many stairs, a
staircase. It was hard. If I had been a wheelchair user there would have been no way."
(São Paulo – Visual Disability EP)
"At the hotel we stayed last time, did not have the room number embossed, so I said
that when I left that I would need someone to help me get back. They became angry.

20

Within room everything is digital. You can not find the button that turns the air. The
hotels do not have human resources. The bathroom does not have the support bar in the
shower stall and no space to enter with a wheelchair. The reception desks are high and
cannot be reached in a wheelchair cannot be reached. This was all in Brasilia." (Porto
Alegre - Focus Group)
[ 7.2.3 ] Infrastructure
Cities are not prepared for people with disabilities. From poorly maintained sidewalks
(full of holes and irregularities) to inadequate outdoor illumination (designed only for
people without disabilities), these all constitute barriers to overcome.
The scenario is perceived by respondents as being somewhat hostile and the demands
presented refer to a variety of needs:








Improving access to facilities and tourist attractions
Improve the condition and maintenance of sidewalks
Add auditory signals to traffic and pedestrian signals
Educate the people so they understand and do not ignore the purpose of tactile
flooring
Tourist sites and businesses need to have guides/interpreters qualified
Illuminate areas with users of low vision in mind
Improve the quality of accessibility projects to meet security requirements, thus
avoiding accidents

Also become accessible parks. Not only just come, is need to be able to enjoy the park as
a whole.
“The times that I have traveled I have not found a tactile floor, no information.
They know nothing. When you look at me you do not say that I 'm disabled. A
person with visual impairments need someone to describe things to him, you need
to say, “I have a tray and a glass of iced juice.” They do not have any information
on how to deal with us.“ (Sao Paulo – Visual Disability EP)
“In São Paulo there is a town called Socorro, is there a rural hotel totally adapted
to the needs of people with disabilities. So there we can enjoy 100 % of what they
offer. I know many people who went there and returned because of this. You pay
a little more but everyone has autonomy. The cost is a little higher, but they make
a few packages so it ends up being worth it.“ (Curitiba - Focus Group)
“What I miss most is where I go is a good sidewalk, ramps, easy access to things.
That we just do not have.“ (Rio de Janeiro – Motor Disability EP)
“Deaf people do not understand what people say, so we need that cities have more
interpreters. Shopping, I can do, but if I need any information to do my shopping
then it is complicated. If you want to know about the culture of that place I'm

21

visiting I also need a more knowledgeable guide. So companies need understand
that having interpreters and guides is fundamental.“ (Porto Alegre – Auditory
Disability EP)
[ 7.2.4 ] Tourist Attractions, Entertainment and Culture
Many study participants indicated some notable improvement in the accessibility of many
tourist destinations. However, there is a great journey ahead, as there is much still to be
done.
In theaters, for example, a wheelchair user still needs to go to front row and this position
is usually quite uncomfortable, leading to pain body. The person with visual and
intellectual disabilities who does not speak English cannot read the captions, so we need
voice dubbing that is not always done.
Access to many sections of tourist attractions have not yet been adapted resulting in
restrictions to certain places. Performers pounds and need Braille be more present in the
sights, it is still considered a challenge.
Tourists with disabilities seek a full experience (museums, theaters, cinemas, malls,
concerts, bookstores, etc.) However, the desired level is rarely achieved.
Some complain that in packages they pay the same price even though they include
activities they cannot take part in, which is not seen as fair.
“In the film I need the film to be voice dubbed. Then I get there and find that the
movie that the movie is not dubbed. I can not read the captioning. It goes by very
fast. So there are no movies for me.” (Rio de Janeiro – Intellectual Disability EP)
“I do not usually go on cruises, but if they had interpreters, I would... In
museums it would be important to have an orientation. Once I was in a museum in
Petropolis, they gave you an audio and you walked around as it described
everything for you. I found it very good, but not everyone has that.” (Belo
Horizonte - Focus Group)
“One feature that they do not yet have is called the 'work of description'. In the
museum, cinema and even in theater... Because as hard as we try to enjoy the
interaction, we strive, to take advantage of all that is is the question.” (Curitiba Focus Group)
“Oh, I think that on the issue of accessibility is well cared for in tourist
attractions, entertainment, and culture. I do not have much to complain about.” (
Sao Paulo -Visual Disability EP)
[ 7.2.5 ] Tour Operators

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To provide ideal service three dimensions need to be considered:
1) Know the characteristics of each disability (limitations and potentials)
2) Know, from the legal point of view, all the rights of persons with disabilities
and all duties toward them
3) Have some essential personal traits and skills: Be attentive, patient, helpful,
have initiative, be polite, kind, friendly, etc.
In most cases the tourists with disabilities will not encounter an operator who actually
exhibits the conduct and attitudes expected. To find all three dimensions mentioned
above becomes a challenge.
Therefore, not every contact generates a positive experience. Almost there is always,
from the point of view of the tourist with a disability the feeling of being with a
professional unprepared and/or insufficiently sensitized.
Miscommunication also occurs between the agent/operator and the customer. Often the
former may record requests for special needs in their checkboxes, for example. However,
at the time of service delivery, it appears that the information was not transferred
properly to the tourist service provider (through the hospitality provider and/or the tourist
attraction.)
"You can specify during the reservation process that there things you need, that
you have a disability, which type of disability you have the difficulties you have.
It is no use. When you get there nobody knows anything. You paid and no one has
any information about you. They are there not knowing what to do with us and all
that uncomfortable situation.” (São Paulo - Focus Group)
"Both people providing a service and those receiving it, given their preference are
in general are very kind. What bugs me is that they always have a little
trepidation. They are not fully at ease. They think like, ' My God what if he falls?'
They do not say it to us but we feel their insecurity. It is clearly visible.” (Curitiba
- Focus Group)
"In tourism we see that almost nobody knows our rights. They are only concerned
about the sale. Because it is one or two people with disabilities. The tourism
industry will work for minority? This small number of disabled people? They
don’t want to, no. They don’t need to. They do not want to, no. Get over it.” (Belo
Horizonte - EP Hearing)
"They should be well informed about the disabled person sometimes they are
crude. Do not know how to treat us. They need to know that I'm disabled, but I'm
just like anyone. They should be informed about how to deal with a person who is
disabled in transport, for example. Need to be more informed overall.” (Curitiba Visual EP).

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[ 7.2.6 ] Local Commerce
A standard of quality service not having been identified, when local businesses are
evaluated again we have a scenario where it is clear how people with disabilities are
dependent on the good will and good conduct of individuals.
"The waiter was very nice and helped me cut the meat." (Curitiba - Motor Disability EP)
From a structural standpoint, the local business community is not at all prepared to
receive and serve tourists with disabilities. With no accessibility and (effective)
communication there is no way to be a consumer and to do business.
Often a particular establishment (shop, bar, restaurant, bookstore, cafeteria, etc.) may
make the entrance accessible, but not follow through with accessibility inside (tables,
floors, self-service line, samples, bathrooms etc.).
One can also see low investment by the local business community in technological
resources that would make possible the orientation of and communication with people
with visual and hearing impairments, such as the use of auditory output price readers,
menus in Braille and /or computerized (with sound), or even an attendant who had
knowledge of LIBRAS (Brazilian Sign Language.)
"They could increase the illumination of places and, in restaurants, the waiters
should be more knowledgeable about how to help us." (Rio de Janeiro – Visual
Disability EP).
"The problem is the queues. There are the priority queues, but there lump together
the disabled, the elderly, people with infants... It takes too long. It gets very
tiring." (Belo Horizonte - Focus Group)
"Some places have many stairs and lack elevators for wheelchair users. I have the
hardest time using escalators "(Porto Alegre – Motor Disability EP)
"The business community itself is quite disabled. If you will buy a particular
product it is always very complicated. The bar code reader that shows the price
has no auditory output. It should describe the product and tell you the price. Bars
and restaurant also need to adapt, just in you have the most sophisticated menu in
Braille... These days technology is so advanced they could have a computerized
voice menu." (Sao Paulo – Visual Disability EP).
[ 7.2.7 Safety ]
People with disabilities, even those who cope well with their personal issues, experience
feelings related to fragility and vulnerability. As a result, there is a perception of two
types of threats:

24

1. Physical integrity. Fear of a fall, an injury, getting lost, drowning, etc. The
fear of the threats related to physical integrity can restrict experiences of people
with disabilities and/or make them dependent on the assistance of family and
friends. This makes is understandable because most believe that service providers
are not prepared to deal with a person with a disability.
2. Urban violence. Fear of: assault, possible fights, kidnappings, murders, etc.
With regard to urban violence, people with disabilities do not feel safer than the average
citizen and feel that they have, as do these other citizens, little protection from those
responsible for public safety. Therefore, they avoid hazardous locations transit late at
night and do not carry jewelry and large sums of money.

"I always go with someone not because it is necessarily a security issue but
because I want to share my experience with someone. It’s not cool to go out to
have fun alone. In the end the company is worth a lot."
(Porto Alegre - Visual Disability EP)
"You can not visit all the places you want to alone. It’s not everywhere in Brazil
that I would feel safe to visiting alone. People do not know how to deal with us.
How will do in the hands of these people?"
(São Paulo – Visual Disability EP)
"I travel alone so do not mess with drinking ... I know my responsibilities like
getting back early to the hotel and staying with my group of friends ... Every one
should know their responsibilities, be aware. Now there are places where if you
think, you no longer feel safe there and would rather be somewhere else. The
favelas of Rio de Janeiro, for example, I 'm afraid of them.” (Curitiba - EP
Hearing Disability)
"For example, I would feel insecure in the Amazon. But if nobody with a
disability went there then no one will want to change anything there. Now if we
start to show up there, they will have to make way for us. Then, with time, things
can change." (Belo Horizonte - Motor Disability EP)
7.3 Travel Agents and Agency Staff
The experiences of the study participants with travel agents divide them into 3 groups:
Group 1: Tourists with disabilities who have never used travel agency services
Group 2: Tourists with disabilities who use them as a source of information and
research
Group 3: Tourists [with disabilities] who have a habit of using these services with
more or less frequency

25

Those who use the services of travel agencies state that they do not find differentiated
services or products. There is no possibility for a little customization of packages. The
staff is, as a rule, well dressed, presentable, polite, but do not demonstrate knowledge of
the laws which guarantee the rights of tourist with a disability. Like all other service
providers travel agencies also lack the people prepared to deal with people with
disabilities and to personalize their products for them.
It is important to highlight that, despite having mentioned the lack of preparation in
customer service, as well as the absence of appropriate products, the tourist with a
disability will not consider paying a price differential. They would be even be willing to
pay more for a product totally geared to their needs. When asked about this they
responded that it is " a right of every citizen to have access to products and services that
meet their physical, motor or intellectual limitations and they cannot be charged more for
such a right."
"Here in the south it is more usual, you see. But in other cities you do not see
agencies that make trips geared for people with disabilities, even if you
look too." (Porto Alegre - Focus Group)
"I didn’t use one. I just Googled. Some are educated. Some are not. I felt that they
did not know about disability rights." (Rio de Janeiro - Visual EP)
7.4 The City that Offered Better Accessibility
The cities that offer better accessibility are: Recife, Sao Paulo, Socorro (SP), Rio de
Janeiro and Curitiba. Those that offer lower accessibility, in the opinion of the
participants, are Manaus, Goiânia, the interior of Goiás, Pantanal, beaches in general and
Brasilia. Those who were evaluated as average are Natal, Fortaleza, Salvador, Belo
Horizonte and Porto Alegre. Respondents spontaneously declare that there are also cities
where people are more receptive, attentive and helpful (Sao Paulo, Recife), just as there
are those where people are indifferent and less capable (Curitiba, Fortaleza, Rio de
Janeiro).
“I travel a lot with sports group...) I was noticing that Sao Paulo is the best place
in terms of welcoming people with disabilities. When you arrive in another place
the staff did not have the same orientation, the same services to help us. Sao Paulo
is different than other cities. It has specialized staff to help us. In other cities you
arrive and get lost. “(Sao Paulo - Focus Group)
“From what I've seen, nowhere. No one is even there for the disabled.
Everywhere you go you have to turn around.“ (Rio de Janeiro - Visual Disability
EP)

26

“The truth is, it is not easy anywhere. Sao Paulo, it appears to me, has slightly
more accessibility “ (Curitiba - EP Hearing Disability)
“What I think is that Goiás is lower rated. I, do not know for sure. I guess. Maybe
because Goiás is more inland. Then, perhaps, maybe on account of the roads.“
(Rio de Janeiro - Intellectual Disability EP).
“I had a good experience on the beach in Rio Rio has accessibility programs and
helps wheelchair user enter. The staff is prepared for it. The access to the water,
for example, has a solid section of cement.“ (Belo Horizonte - Motor EP)
7.5 Acts of prejudice and reactions to them
Respondents claim that the larger gestures of prejudice are born of the ignorance that
prevails about the actual limitations and potentials people with disabilities. Therefore, the
provision of information and training to tourism professionals is essential in this process
of inclusion of disabled people in tourism.
According to those surveyed, the occurrence of bias takes place with a significant
frequency. It is noted, however, that in situations of this nature the vast majority do not
claim their rights. It is important remember however that even for people with disabilities
is it very clear what, legally, are their rights.
Notwithstanding the behavior of most, there is a small group that thinks and acts in a
more critical and reactive mode. The people who make up this group in recognizable
situations of prejudice undertake to start a process of seeking justice for their rights
directly through legal complaints and reporting of the occurrence.
“He thinks that people do not show respect. He has seen authorities who failed to
provide any assistance to a wheelchair user who needed transportation... The
prejudice is that people with disabilities are just more work. The bad attitude is
widespread. “(Rio de Janeiro Focus Group)
“I filed a legal complaint. I was walking down the street and bumped into the
backpack of a person and she started insulting me. I stopped in at the police
station. “(Rio de Janeiro - Visual EP)
“Those traveling by bus using the free pass or flying are treated differently. When
you are paying it is more accessible. In air transport there is a whole a whole
structure. From check-in to the taxi that will take you to your destination. On the
bus if you do not ask they do not help you. It is difficult. They ignore you.“ (Belo
Horizonte - Focus Group)
“It has greatly improved but there are still some people who do not even talk to
you. If you are accompanied they speak with the other person and do not talk to

27

you. Even the doctor, he wants to talk, but he talks to my husband, as if I were not
there. “ (Curitiba - Visual Disability EP)
“I've been through so much, but I will not be able to remember it to tell you now.
Once, on a bus, I went to catch the bus and the driver would not let me enter. Now
that there has been a ruling I do not accept it. I have my right to come and go.“
(São Paulo - Motor Disability EP)

8. Planned Travel
8.1 Where Would You Like to Visit?
Countries Outside Brazil
States

Regions
Cities

Destinations & Events

France – Spain – Germany
Minas Gerais – Espírito Santo –
Goiás – Rio de Janeiro – Bahia –
Amazonas – Maranhão – Ceará
Northeast – South – North
Rio de Janeiro – São Paulo –
Búzios – Parati – Recife – São Luis
Florianópolis – Aparecida do Norte
Curitiba – Fortaleza – Cacoal –
Fernando de Noronha – Atibaia –
Brasília – Ouro Preto – Tiradentes –
São Lourenço – São João del Rei –
Socorro – Maceió – Salvador –
Campos Altos – Porto Alegre –
Sorocaba– Manaus - João Pessoa
Parati Literaryy Fair – Disney –
Maranhão Sand Dunes – Pantanal –
Porto Galinhas – Take a cruise –
Serra Gaúcha

“Rio de Janeiro, I think, is the dream of everyone.“ (Belo Horizonte - Motor
Disability EP)
“The Amazon, but nature destinations does not allow for much independence.
They lack accessibility. They lack organization. They need people who are
prepared. Adapted wheelchairs exist. If they don’t have them then people can be
put in danger.“ (São Paulo - Focus Group).
“I have not been yet, but I want to see Europe. “(Rio de Janeiro – Visual
Disability EP)

28

“I have been to Mato Grosso, Bahia, throughout the Northeast.“ (Rio de Janeiro Auditory Disability EP)
“Fortaleza, the South. There is yet another city that I, God willing, will visit. It is
Rio de Janeiro. I want to go to the Sugar Loaf and the Christ Statue, not anywhere
else.“ (Curitiba – Intellectual Disability EP).
8.2 Availability of information on these sites
Respondents emphasize that the information available on the locations to which they
would like to travel is not sufficient and does not include the detail required. For them it
is difficult to find much information about the physical structure of hotels, restaurants and
attractions - such as, for example, the existence of ramps and spaces adapted to access by
wheelchair or the availability of trained personnel to accommodate people with
disabilities. When found, the information is neither clear nor enough. Arriving at the site
they find expected difficulties. In addition, this information is not held centrally located.
It is necessary to jump between several different sources.
The professionals at the places to be visited (hotel managers, those responsible for sights,
city halls, etc) are not prepared to provide the information needed by tourists with
disabilities. It is in this stage, once again, that people with disabilities turn to friends or
family who know the place and request their opinions on local levels of adapatations,
accessibility, and the responsiveness of people. Some respondents pointed out that it has
improved, but we are still in the stage of first steps.
“I think there is little disclosure of information. You want to look for something
to be able to travel to whatever city or country. You don’t find much information
about the hotel, whether it is adapted or not. Even in Belo Horizonte itself you
don’t find it. You call the hotel to see if it is adapted – if it has facilities, - and
people can’t tell you. The hotel staff itself cannot deal with the person with
disabilities. It is very hard to find information and resource persons trained to help
us.“ (Belo Horizonte - Motor Disability EP)
“The is insufficient information and government stakeholders. It is useless
searching the internet because the information we need is not there. You have to
go there to check it out. “(Porto Alegre. - Focus Group)
“I went to a venue. Before I went I called and they told me they had a ramp.
When I got there I saw when I got there that they had a ramp, but there were also
two landing each with eight steps... When questioned they said they were
providing access but that it was still under construction. Duh!“ (Curitiba - Visual
Disability EP)
“There needs to be more dissemination of information. A lot more publicity and,
in addition to that advertising, people well prepared and qualified to inform the
Deaf – to orient them. “(Rio de Janeiro - Hearing Disability EP)

29

8.3 Barriers and obstacles to the achievement of the desired trip
Despite many barriers presented, there are those more determined and courageous. For
these, if you want to actually perform a travel, meet a local, no barrier would be reason to
prevent such achievement.
The main barriers and obstacles encountered are:
















Public transport without accessibility (carried aboard; placed on the floor)
Financial constraints
Specific characteristics of cities that were not originally
accessible (paving of the streets of Parati, the slopes of the historic towns
of Minas Gerais)
The less adapted the city the higher financial investment to be made by the
disabled person in order to enjoy all that this city has to offer its tourists
The negative image of the city often shaped by negative news publicized
by the media.
Existence of a packed agenda – a very active professional life - “lack of
time “
The very specific needs of a disabled person. The need for a sign language
interpreter for deaf people, for instance
You need to avoid places too that are too crowded, as people with
disabilities (an intellectual disability, for example) may become distressed
and enter psychological distress.
A disabled person is often very anxious and cannot be “sitting and
standing “ for the time required for a trip
The discomfort of traveling 10 to 12 hours by bus and the impossibility of
making the trip by airplane
Fear that one will not be understood in the city to be visited (hearing
impaired persons, for example)
Fear of local violence
The unpreparedness of people in general and tourism professionals to deal
with a disabled person
Impression that sites that offer contact with nature (Amazon, Mato Grosso,
Goiás, for example) are even less adapted and may pose risks to people
with disabilities.

“We still have a big barrier that is the fact that people do not know how to deal
with the person with disabilities. Prejudice exists for lack of knowledge.“ Curitiba
- Focus Group).
“My problem is simply money. If I have no money I am unable to pay. I just need
to get there to Salgado Filho and everything is ok. I can manage to catch a plane.
“ (Porto Alegre - Visual Disability EP)

30

“My difficulty is the lack of an interpreter. You arrive in a different city with a
different culture. Sometimes a problem happens. Then everything gets
complicated. The problem of these cities is that they lack this. They lack a
professional to interpret, because we want to know things. Even transportation has
no interpreter. “ (Curitiba - Hearing Disability EP).
“I think if I got there they would see me as deaf but treat me well because I am a
tourist. Sure, you can run into difficulties. There is a limit of patience with
difficulties. “ (Rio de Janeiro – Auditory Disability EP)
“The only place I would go is in Aparecida do Norte but it is expensive and I
don’t have the courage to go. Places with water I do not like. I don’t travel by
plane because I'm afraid. I'm afraid of flying. I have to watch out for myself
because once I was lost. “(Belo Horizon - Intellectual Disability EP)
10. General Conclusions and Notes
10.1 Consumption and Leisure Behavior
Most tourists with disabilities who participated in this exploratory study had a very active
life whether in the professional sphere or in the sphere of leisure.
In professional circles, there are those who occupy management positions (unless cited),
and there are those who hold managerial positions and operating technician. Besides
working, many are also studying, taking language courses, professional development and
certification courses. In cases of a less active lifestyle this behavior is due to the fact that
the person is retired or in rehabilitation. In the sphere of leisure, there is a diversity of
activities that are performed. Among the most cited are:









Visit the family
Go to the cinema
Browse the Internet
Find Friends
Travel
Education
Go to the mall
Participate in events for the disabled.

Browsing the internet and travel are two activities very present in the life of these
respondents. Research on their media habits identifies the internet as the primary media
channel used. Through the internet this market is informed, studies, researches, makes
new friends, interacts with friends already made, dates, wanders the world, etc. Travel
has a great importance in lives of people with disabilities surveyed. The reasons that lead
to travel make up a substantial list:



Visit relatives and family
Visit relatives and sick relatives
31











Be with friends who live in other cities
See new places, new cultures, seeing new sights
Be surprised by something new, be in search of novelty
To visit a famous place or experience something unusual (snow)
Vacations for relaxation and family fun
Go specifically to the beach (respondents in Belo Horizonte and São Paulo)
To go to events promoted by an organizations they belong to
Travel for work
Travel to tests for courses taken

The importance given to travel indicates that in addition to all the motivational factors
already mentioned there is also a sense of overcoming, freedom, and autonomy that the
act of traveling arouses in those people with disabilities interviewed.
10.2 Planning and conducting travel
Research shows that planning is desired and considered very important. This planning is
not done only in the following circumstances:




If the trip will be held in the company of family and / or friend who already
knows the destination
The destination has been visited other times
This is a relatively next trip, short duration and is in the company of friends.

In other situations, whenever possible planning will be done because it minimizes risk,
provides greater security and tranquility for disabled person who is traveling. It also
allows the creation of contingencies (to avoid loss of time, extra costs and
inconveniences), and allows searches to be made for price and to achieve cost savings.
Despite the importance given to planning tourists with disabilities indicate that there is no
efficient channel for tourism information designed to their specifications.
Therefore, the information must be ”mined”: there is no channel that organizes and
centralizes it. Moreover, not all information sought is found. When something interesting
is found it does not always have the degree of specificity and detail required.
Therefore, the research indicates need for a direct channel of communication to tourists
with disabilities.
The most effective channels of information, as perceived by respondents are the internet,
communications with friends who already know the place, and calls directly to the
destination (hotels, attractions, municipalities).
The research shows that friends are very important actors when the subject is travel. They
suggest destinations, assist in planning, take part in many trips and may even be the
reason for them. They are mentioned even more than the closest relatives.

32

Besides the shortage and superficiality of information, research identifies another
problem. The information is that information is not always consistent with reality. It is
common for tourists with disabilities to reach a location with a certain expectation and be
frustrated to see that things are not well as they had imagined.
The investigation into what would be relevant information for tourists with disabilities
pointed out a long checklist. However, as important as it is to create a channel to
centralize and disseminate the information sought it is important to ensure that it is in
accordance with the local reality.
In the decision making process in which the decision to go or not to go is made to go to a
given location adaptation and accessibility are important but are not always placed ahead
of the desire or need to visit a particular destination.
Still the decision-making the planning process can also lead the tourist with a disability to
cost-benefit analysis - whether the cost (sum of expenses from the trip) or benefit (how
much they will effectively take advantage of in the tourist experience) will be
advantageous or not.
In referring to the activities performed, the respondents are divided into four segments:
1) Tranquil, Hesitant Travelers: Visiting relatives and friends. At home or on a
trip they prefer the safety of home.
2) Curious Travelers: Interested in sightseeing and local trade. These travel
with friends and love taking pictures.
3) History and Culture Travelers: Interested in the historical, cultural part and
artistic places they visit.
4) Daring and Courageous Travelers: They travel in search of new and
unusual. They enjoy the contact with nature.
10.3 Experiences in Brazilian Tourism
Virtually all respondents of Focus Groups made a trip to somewhere in Brazil in the past
2 -3 years.
The tourist experiences occur through business travel, leisure, visiting relatives and
friends, participating in sports tournaments, meetings related to the reference groups of
people with disabilities (associations, foundations, etc.).
There are also trips undertaken by businesses (where the person working with
disabilities), by reference groups and also by the churches. The vast majority does not use
the services of travel agencies, only uses a small group, time, or another.
Tourists - people with disabilities, as a rule, accompanied travel by family and friends,
the latter being the most cited.
A variety of locations were presented as targets of last trip. To get an idea of the diversity
presented, we cite here some cities: Cabo Frio, Porto Alegre, Recife, Poços de Caldas,
Belém and Porto Alegre, among others.

33

Tourists with disabilities - try to get the most out of his travels, but this is not always
done successfully. They recognize that much has been done in terms of accessibility and
to combat prejudice.
However, there is still much more to do.
[ 10.3.1 ] Public Transportation
Regarding public transport it was noted that many buses are adapted. However, in
practice there are still many others without this feature. Also occurs in the buses have a
necessary equipment, but so be faulty (for not have been taken due to maintenance).
There are also situations in which driver is not fit or do not have the patience to properly
operate the equipment.
[ 10.3.2 ] Intercity and Interstate Transportation
The vast majority of respondents were unaware of the pricing policies that are
differentiated for people with disabilities. Buses, just as much as airplanes, are not
appropriately adapted. Travel in them is almost always uncomfortable (not enough space,
no adapted toilets etc.) Airlines to have good service at check-in and deboarding, but with
respect to the aircraft themselves problems still persist.
[ 10.3.3 ] Accommodation, Infrastructure, and Local Business and Sightseeing
(Natural Landscapes, Museums, Theaters)
All these venues fall into the same error that, as evidenced in inappropriate solutions, is
apparently a systemic mistake. It is of no use to enable mere access to a site for people
with disabilities they are not also allowed mobility inside and the full use of services in
full. Structurally there is much that remains to be done.
The maintenance of sidewalks must be improved. Entries of buildings must be accessible
but also the interior where the disabled person will move about must be appropriately
designed. From the standpoint of service investment in human resource training is a need.
If the physical aspect presents do so many problems, what can be said about the training
of human resources where even more is left to be desired? The use of Braille, to training
people to interpret Brazilian Sign Language (LIBRAS) and simply to interact
appropriately with people with disabilities are among other actions that seem to be far
removed from the current reality.
[ 10.3.4 ] Tour Operators, Travel Agencies, Service Staff
Tour operators, travel agents and service staff are viewed similarly by research
participants in regard to their performance with services and products focused on the
desires and needs of tourists with disabilities.

34

Moreover, they do not know the laws that ensure the rights of tourists with disabilities
and the duties towards them. Most cases act as ordinary citizens, demonstrating not know
how to deal with the disabled person.
[ 10.3.5 ] Safety of Places Visited
Tourists with disabilities identify two threats as important: First are threats to their
physical integrity (fall, injury, drowning, being shot if they are near a fight
or a riot), and also the threat of burglary.
In all these cases there are strong feelings of weakness and vulnerability. However,
respondents did not, in general, see authorities and security services focusing on actions
focused on accessibility.
[ 10.3.6 ] Cities with Greater Accessibility
In the view of respondents the cities that offer greater accessibility and adaptation are:
São Paulo, Socorro (SP), Recife, Rio de Janeiro and Curitiba.
Less accessibility and adaptation are perceived as more common in the interior of the
country or at tourist attractions focused on the natural environment. In this sense,
respondents believe that Amazonas, Pará, Mato Grosso do Sul and Goiás would be less
adapted states.
[ 10.3.7 ] Prejudice
According to accounts of the experiences of respondents the prejudice that they encounter
most today is not based on intolerance of others. Today what prevails is ignorance, lack
of information and lack of training. This is no less serious than intolerance but not
knowing what to say and what to do in the presence of a disabled person causes people
become apathetic, inert, and indifferent. Such a stance, over time, may harden into
disinterest and trivialization of interaction.
Quotes from Respondents:
"Greatly improved, but still some people do not even talk to you. If you are
accompanied they talk to that person and don’t talk to you. Even my doctor, he
wants to talk to me but ends up talking with my husband as if I were not there.”
(Curitiba - EP Visual Disability)
“...I almost really hurt myself. I went to get on the bus and fell. They have to have
something that orients on entry; that announces the number and destination of the
buses. You ask someone for information and they look at you like do not exist.
They ignore you. It seems as if they are afraid.” (São Paulo - Focus Group).
10.4 Future Travel Destinations and Expectations

35

In regard to the places respondents want and / or intend to visit tourists with disabilities,
as a whole, indicated a great diversity of destinations, thus revealing the interest in many
different parts of Brazil.
There were explicit desires to get to known regions (the North – the South), states (Rio de
Janeiro - Mato Grosso do Sul - Amazon), cities (Rio de Janeiro, São Paulo, Recife) and
specific locations (the Pantanal, Amazon Rainforest, Sugar Loaf, beaches, sand dunes of
Maranhao).
As already stated, the information about the various destinations to be visited is not
available in the quantity and quality that tourists need.
Besides being insufficient, they are general and not specific. In particular they are not
always reliable.
In this scenario, again the experiences of family and / or friends who have visited a
location constitute the main motivating factor used by tourists with disabilities.
When asked about the barriers and obstacles that could possibly obstruct or impede
taking a desired trip an extensive list was compiled and is presented below:
Main Barriers and Obstacles:















Public transport without accessibility (Carried aboard, set on the floor)
Financial constraints
Characteristics in the cities that work against the accessibility of people with
disabilities (street pavement in Parati, the slopes the historic towns of Minas
Gerais)
Inversely proportional relationship between the financial investment required of
the person with a disability and how well the city is adapted to allow full access
Negative images of the city seen in the media ("Person with disability prevented
from entering the mall”)
Full calendars due to a very active professional life; lack of time
The very specific demands of the disabled person. (A mother needs to prepare the
food and does not believe this will be possibility in the hotel)
A need to avoid crowded locations, as people with disabilities (intellectual) may
become upset and experience psychological distress
A disabled person may be very anxious and can not sit still for all the time
necessary to make the trip
Discomfort from a 10 - 12 hour bus trip and unable to make the trip by plane
(costs, fear of flying)
Fear that one will not be understood in the city to be visited (auditory)
Fear of violence (Rio de Janeiro)
Fear that during a particular season the climate may be hostile (Germany in
winter)
Unpreparedness people to deal with the disabled person

36



Perception that sites that offer contact with nature (Amazon, Mato Grosso, Goiás)
are even less adapted and may pose risks to a person with disabilities

10.6 Requests and Suggestions
The research was ended with respondents given the opportunity to make suggestions and
requests. Many were given. Among them that policymakers need to remember that a
large number of people with disabilities will be arriving for the Paralympics. They need
to think about adaptation and not forget to accurately advertise what was done.
Provide information consistent with reality.
Invest prominently in the adaptation of the main attractions of cities: museums, theaters,
theaters, beaches, etc.
Invest effectively in the adaptation of public transport, preparing drivers to deal with
situations and different types of disabilities. The expectation is not to create several
programs aimed at accessibility but few of which are more effective and better disclosed
and monitored.
Use more media (traditional media, digital and alternative) to communicate the
adaptation process, as well as about programs and laws.
Improve conditions for city and interstate buses so that people with disabilities have a
little more comfort.
Do not allow the closure of APAES (Associação de Pais e Amigos dos Excepcionais)
because the regular schools, despite an inclusive education campaign not in any way
prepared to meet the needs of people with disabilities.
Create a specific magazine for tourists with disabilities, with information about the sites
and with tips for successful travel. That is, a channel of direct communication.
There needs to be greater dialogue between representatives of people with disabilities and
the public sphere (the various secretariats such as education, health, transportation, etc.).
It is necessary that people with disabilities are able to organize in their entirety. There are
many associations for the various types of disabilities but they do not talk to each other.
People with disabilities do not always manage to achieve good salaries. So it is important
to create policies supporting tiered pricing for cultural and tourist activities as well as free
for the most basic services.
Create a more effective system of enforcement of laws and programs. Create awards for
companies that best prepare to receive the disabled person as an employee and as a
customer.
Invest in specific adaptations for visually impaired persons. Implement tactile flooring
and sensitize society and providers of services about heir function.

37

Invest in research in technological resources that can be used to minimize the
communication barriers that limit people with disabilities in their interaction with society,
especially for those with hearing and visual disabilities.
Invest in the preparation and certification of service providers that may come in daily
contact with people with disabilities. Demystify misconceptions. Break old paradigms
because thus breaking down prejudices treatment becomes authentic and effective.
"I think there should be a government program for businesses. Create a credential.
Show that the company is able to accommodate a person with a disability. Just
like a hotel is rated by number of stars the company could be classified according
to accessibility and its capacity of people to serve a person with a disability”
(Belo Horizonte - Motor Disability EP)
“I do not know what to say. I just keep thinking that there is so much to do for the
person with intellectual disabilities. If they fail to do the most concrete
adaptations for wheelchair users and the visually impaired how can it be that they
will prepare for the various degrees of intellectual disability. That is so much
more subtle. How will they prepare people for that?” (Rio de Janeiro – Intellectual
Disability EP)
“They need to think very hard of the Deaf and hard of hearing person because for
us the challenge is the most difficult. It is a matter of communication.” (São Paulo
- EP Hearing Disability).
“I can not drive... I earn twelve hundred Reais a month. I can’t take a taxi every
day. On public transport traveling alone is complicated. Not everyone can do it.
They could have something geared towards a specific transport for us. Working
from home should be made possible where possible.” (Curitiba - Visual Disability
EP).
“In tourism departments in college, you need to have chairs on tourism for people
with disabilities. Today you are able to course [on accessibility] in architecture.
For me that’s it. They come out of college with knowledge about the needs of a
disabled person.” (Porto Alegre - Focus Group)
“Where possible it is best to plan. It is not always possible to know whether the
place has accessibility and safety. I once went to Brasilia to work and witnessed a
line wheelchair users waiting in a hotel because they had no more rooms
available. People with disabilities are more qualified, with a higher purchasing
power. They are consumers and taxpayers. The wheelchair user has the right to
eat in a way that is comfortable in a restaurant; to have access to a menu in
Braille. Disabled people are a source of profit. They vote. We live in a capitalist
society and they are not seeing this.” (Rio de Janeiro - Focus Group)

38

"I would say that accessibility for the disabled person is the main factor because
when we go to a place we want to enjoy all of what the site offers. What good is it
to think about going to a wonderful place that has beautiful beaches, has a variety
of museums, cinemas, live theaters, or any other activity if we can’t take
advantage of them?” (Curitiba - Motor Disability EP)

39

The Travel Behavior of Brazlians with Disabilities: A National Study Done in 2013

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