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v
Contents
Editors xii
Contributing Authors xv
Acknowledgements xxiii
Foreword xxv
1 Introduction 1
Dimitrios Buhalis
Introduction 1
Universal Approaches to Accessible Tourism 3
Structure of the Book 5
Section 1: Policies and Strategies for Accessible Tourism 6
Section 2: Networks and Partnerships 8
Section 3: Accessible Tourism Value Chain 10
Section 4: Destination Development 12
Section 5: Accessible Tourism Experiences 13
Moving Forward 14
Section 1: Policies and Strategies for Accessible Tourism 17
2 European Policies for Accessible Tourism 19
Ivor Ambrose
Introduction 19
Objectives for Accessible Tourism Policies in Europe 21
Coordination of Accessible Tourism Policies 24
European Accessible Tourism Policies 25
Future Policy Needs and Targets for Accessible Tourism Policies 28
A Road Map for Accessible Tourism Policies in Europe 29
Conclusions 34
3 Accessible Tourism in Flanders: Policy Support and Incentives 36
Pieter Ghijsels
Introduction 36
Accessibility of Tourism Infrastructure 38
vi Best Practice in Accessible Tourism
Reliable and Available Information on the Accessibility
of Tourism Infrastructure 39
Development of a Label 42
Conclusion 45
4 Accessible Tourism for All in Germany 46
Peter Neumann
Introduction 46
Stage of Development and Structures of Accessible
Tourism for All in Germany 47
Conclusion 52
5 Accessible Tourism in Greece: Beaches and Bathing for All 55
Nikos Voulgaropoulos, Eleni Strati and Georgia Fyka
Introduction 55
Key Management Structures of Greek Tourism 56
National Strategies for Accessible Tourism 57
Accessible Beaches and Bathing in Greece 59
The Need for a Strategy for Accessible Tourism 60
Conclusion 62
6 The United States: Travellers with Disabilities 65
Laurel Van Horn
Introduction 65
Open Doors Organization (ODO) Travel Market Studies 66
Travel Frequency and Overall Expenditure 67
Internet Use 67
Air Travel 68
Other Modes of Transportation 70
Hotels 71
Restaurants 72
Destinations – Domestic and International 73
BTS 2002 National Transportation Availability and Use Survey 74
Discussion 76
Conclusion 77
7 Accessible Tourism in Australia 79
Simon Darcy, Bruce Cameron and Stephen Schweinsberg
Introduction 79
Rationales for Government Involvement in Tourism 80
Tourism and the Role of Government 82
Disability Tourism Strategies/Disability Action Plans 91
Industry Awareness Campaigns 93
Contents vii
Tourism Disability Research 97
Conclusions 98
Appendix 7.1 Commonwealth Government Initiatives 109
Appendix 7.2: State and Local Government Initiatives 111
Appendix 7.3: Private Industry Key Initiatives 113
8 Accessible Tourism in New Zealand 114
Sandra Rhodda
New Zealand Tourism 114
Accessible Tourism in New Zealand 115
Accessible Tourism Businesses in New Zealand 118
Why New Zealand Needs to Improve its Accessible
Tourism Offer 120
Actions to Develop Accessible Tourism in New Zealand 121
Conclusions 122
Section 2: Networks and Partnerships 125
9 Universal Tourism Networks 127
Mike Prescott
Introduction 127
Meeting the Challenge 128
Accessibility Principles 129
Network analysis 134
Application to Accessible Tourism 137
Future Trends 141
Conclusion 142
10 Tourism Victoria, Australia – an Integrative Model of Inclusive
Tourism for People with Disabilities 144
Huong Le, Yuka Fujimoto, Ruth Rentschler and David Edwards
Introduction 144
An Overview of Stakeholder Theory 145
Research Methods 146
Victorian Policy Framework: Macro Level 148
Victorian Accessible Tourism Plan 2007–2010: Meso Level 150
Evidence from the Field: Micro Level 151
Implications for Policy and Practice 153
Conclusion 154
11 Accessible Tourism in Sweden: Experiences, Stakeholders,
Marketing 157
Lilian Müller
The Development of Accessible Tourism in Sweden 157
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Accessible Tourism in Sweden – Strengths and Weaknesses 158
Actors for Accessible Tourism in Sweden 159
Marketing of Accessible Tourism in Sweden – in Mainstream
and Target-Group-Oriented Channels 160
Accessible Tourism Strategies 162
Experiences from the Municipality of Askersund 164
Conclusions: Accessible Tourism in Practice 166
12 The Third Sector Responses to Accessible/Disability Tourism 168
Philippa Hunter-Jones and Anthony Thornton
Introduction 168
Accessible/Disability Tourism 168
Tourism and the Charitable Sector 171
Research Methods 173
Findings 173
Conclusions and Agenda for Future Research 176
13 Accessible Dive Tourism 180
Caroline Walsh, Janet Haddock-Fraser and Mark P. Hampton
Introduction 180
Definition of Disability and Accessibility 181
History and Scope of the Disabled Dive market 182
Stakeholder Perspectives on Disabled Dive Tourism 185
Volunteer Dive Tourism and Disabled Divers 187
Conclusions 190
Section 3: The Accessible Tourism Value Chain 193
14 Tour Operating for the Less Mobile Traveller 195
Andrew Wright
Introduction 195
The Tour Operation 195
Elements of the Overseas Holiday Journey 197
The Resort 198
The Next Stage 200
The Way Forward 202
Conclusion 205
15 Air Travel for People with Disabilities 207
Simon Darcy and Ravi Ravinder
Introduction 207
The Low-Cost Carrier Model 207
A Note about Language and the Cultural Context of Disability 209
Contents ix
People with Disabilities, Seniors and the Accessible
Tourism Market 210
Methodology 212
The Low-Cost Carrier Model (Southwest Airlines) 212
Conclusion 217
16 Accessible Public Transport: Vienna City Tourism 222
Roland Krpata
Introduction 222
The Viennese Model 222
Development of New Low Floor Vehicles 224
Re-design of Accessible Tramway and Bus Stops 225
The Lift Retrofitting Programme 227
Accessible Station Furniture 229
Visual Guiding System of the Vienna Lines Developed in 1969 230
Tactile Guiding System of the Vienna lines 233
POPTIS – A Navigation System for Blind and Visually
Impaired Users 234
Real Time Information Accessible Even for Blind and V
isually Impaired Users 236
Qando – A Web-Based Route-Planner 237
MofA or mobility4all 238
Quo Vadis Feasibility Study 238
Conclusions: Achievements and Further Developments 239
17 Accessible Hotels: Design Essentials 241
Katerina Papamichail
Introduction 241
Accessible Hotels: Taking Away the Myths 243
Checklist 245
Conclusions 261
Section 4: Destination Development 263
18 Wheelchair Travel Guides 265
Bruce Cameron and Simon Darcy
Introduction 265
What is a Travel Guide? 265
Some Issues for Travel Guides 266
Iconography 267
Rating Systems 270
The Australian Case 270
Self Assessment versus Provision of Information 271
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The United Kingdom Case 273
Europe for All 276
Mapping 276
A Strategic Approach 278
Conclusions 282
19 Accessing Heritage Tourism Services 285
Shane Pegg and Norma Stumbo
Introduction 285
Rethinking Service and Product offerings in the Heritage
Tourism Sector 286
Dealing Effectively with a Diverse Range of Clients 288
Moving Towards More Inclusive Heritage Tourism Services 291
Conclusion 293
20 VisitOSLO, Norway: Supporting Accessible Tourism Content
within Destination Tourism Marketing 297
Bodil Sandøy Tveitan
Introduction 297
VisitOSLO’s Accessible Tourism Strategies 398
The OSSATE Project: Planning and Implementation and
Key Ingredients for Success 299
New Ways of Presenting Tourism Information Data 303
Strategic Issues and Problems in Data Integration 305
Conclusions and Key Success Factors 307
21 Accessible Tourism in Spain: Arona and Madrid 310
Jesús Hernández Galán
Introduction 310
Arona: a Tourist Destination based around the Sun and the Sea 310
Madrid: a Cultural Tourism Destination 315
Conclusions: Learning from Madrid and Arona 319
22 Visit Britain: Leading the World to Britain 322
Andrew Daines and Chris Veitch
Introduction 322
Increased Provision of Tourism Product Information in
Relation to Access 323
Access Statements 326
National Accessible Scheme 327
Product Development 329
Bosworth Battlefield, near Market Bosworth, Leicestershire 329
The Hytte, Bingfield, Northumberland 332
Conclusions 334
Contents xi
Section 5: Accessible Tourism Experiences 337
23 Australia: the Alpine Accessible Tourism Project and Disabled
Winter Sport 339
Tracey J. Dickson and Simon Darcy
Introduction 339
Project Background 340
Outdoor Activity Focus 341
Ageing Population 342
Informing the AAT Project 343
Research Design 349
Case Study Background 350
Project Details 354
Discussion 356
Project Recommendations – Success by Design 360
Conclusion 361
24 Special Needs Customer Care Training for Tourism 365
Susana Navarro García-Caro, Arno de Waal and Dimitrios Buhalis
Introduction 365
Why Train the Tourism Sector on Accessible Tourism and
Leisure? 365
Accessibility and its Importance in Tourism Training 367
Difficulties in the Tourism Sector in Spain 368
Towards an Educational Training System Focused on Total
Quality 369
Trainers for Accessible Tourism?
Training Methodologies, Content and Use of New Technologies 370
Conclusions 373
25 Conclusions: Best Accessible Tourism Practice 377
Ivor Ambrose, Simon Darcy and Dimitrios Buhalis
The Language of Accessible Tourism 378
Social Responsibility or Business Interest – Why Not Both? 379
Delivering Personalized, Accessible Experiences 381
