Limited Mobility Customers Can Be A Challenge For Travel Agents
by Richard D'Ambrosio /
Travel agents are increasingly breaking into the limited mobility travel market, realizing that it is a niche of loyal clients who need the extra assistance and knowledge that an experienced agent can deliver.
But while thousands are becoming certified as specialists in the accessible travel marketplace, many travel agents still find the information they need can be scarce.
The American Disabilities Act, passed in 1990, has been on the leading global edge of making hotels, airports, public buildings and transportation systems and other travel elements more accessible. But travel agents and the traveling public take for granted the advances made in the United States and Canada, and might find that both the ease of accessibility frequently found here, and the accurate information available, is lacking elsewhere.
“Most of the Western world, although not perfect, has made a lot of improvements to providing access for people with limited mobility. Internationally, the Nordic and European countries have improved as well,” said Sebastian Archambeaud, founder and CEO of the Swedish firm Handiscover Ltd., which offers travel information and reservations for apartments, houses, hotels and Bed & Breakfasts. “But there is still much more to be done.”
Information exists but is not consolidated in an effective way, he said, so agents have to do a lot of legwork. The main issue is that hotel management systems only allow you to request an accessible room, but not to actually book one (and not one that necessarily meets the customer’s specific needs).
Similarly with Airbnbs, hosts determine whether or not the property is “wheelchair accessible,” though most are not really qualified to do so. “This creates several problems – the rental either isn’t accessible at all or does not provide adequate accommodation like a roll-in shower,” he said.
Archambeaud recommends that agents not take online information on face value, and have a list of questions handy for the proprietors. “Will the room have a roll-in shower, electronic bed, doorways wide enough for an electric wheelchair?” he said. “ ‘Wheelchair accessible’ is simply not enough information for an agent.”
Beyond the hotels, many cities, especially those that have recently hosted Olympic Games, have made “great investments” in making their public transportation and other spaces accessible, Archambeaud said.
“The challenge is more in the details, as not all transportation options are accessible for everyone. Most cities have some kind of accessible guide so, again, information is often available but it requires a lot of searching and the issue is often more about how accurate and specific the information is.”
Some cities and municipalities do offer websites and apps for those challenged with mobility, such as SATH.org, WheelMap or AXS Map.
Handiscover also gathers information and city guides from cities around the world. ”We provide useful links to these websites and apps for example, accessible attractions in London like Buckingham Palace and learning to navigate through Edinburgh,” he said.