TMP Toronto Panel: Accessibility & Inclusion is a Right, Not a Special Request

“Stop treating accessibility and inclusion as a special request. It should be built in from the start.”

That was the key takeaway from a very well-received session at Travel Market Place Toronto 2025, titled ‘Beyond Boundaries: Breaking Down Barriers in Accessible Travel.’ 

The same powerful and passionate panel of participants spoke at TMP Vancouver earlier this year. They are: Jordan Manchester, Senior Travel Advisor, Storied Lands Travel, David Lyons-Black, Accessible Travel Specialist, Travel Masters, Matthew Medeiros, Connected Agent Program Coordinator, Travel Best Bets, Jen Albert, Travel Consultant, Envoyage; and Bobby Jo Roback, Destination Wedding/Neurodiversity Agent, The Travel Agent Next Door.

The hundreds of travel advisors in the audience in Toronto were given powerful reminders that persons with disability are the world’s largest minority group, and the most under-represented group that anyone can join at any time.

The panelists offered advice on how advisors can best work with “marginalized travellers,” which includes people with physical challenges, neurodivergent individuals and 2SLGTBQ+ travellers who often face discrimination.

Successfully working with these groups requires understanding of their needs and wants, the realities of their lives, and the shortcomings of tourism infrastructure.

For the tourism industry, the key message, according to Manchester, is to make members of these groups feel that they belong.

“Inclusion is about invitation, not accessibility,” she said. “It’s about being told: ‘You are welcome here,’ and ‘We see you and you matter.’”

“It all starts with conversation,” said Lyons-Black, who lives a full life and enjoys a busy travel schedule despite requiring a wheelchair to get around for the past 18 years.

“You have to listen and understand what they need and what they want from their travels, as well as practical considerations like whether their type of wheelchair will fit on the plane. I’m always talking about things like bowel movements – these are conversations we have to have. We’re helping people create lifetime memories, so don’t be uncomfortable.”

Working with clients from these groups requires research about destinations and properties that best serve their needs, and constant follow-up to ensure that promises made are kept.

“Some places don’t want us there at all, and that’s okay. Accessibility is not just about ramps and rooms, it’s about knowing that you will belong,” said Lyons-Black, adding: “Don’t expect it to all happen magically. Always follow-up, learn who are the BDMs and companies that do this well, and work with them.”

The panelists singled out destinations like Barcelona, Sydney, Miami and Myrtle Beach as places that are “taking the real, meaningful steps to accessibility.” 

Lyons-Black also praised Brian Joseph, BDM for World of Hyatt, Inclusive Collection, for his above-and-beyond efforts to welcome travellers with special requirements. “He has it all broken out by hotel, and it’s very helpful. But when I’m sending clients anywhere, I’m also going to call the hotel GM and make sure they understand what my people need.”

Air Canada’s accessibility team gathered in Toronto for the event, and panelists praised the airline for its efforts to improve the airport and inflight experience for persons with disability.

For advisors wanting to improve their capabilities of serving clients with special needs, the panelists encouraged them to reach out to advisors already working in the segment. “It’s community over competition,” Lyons-Black said. “Work with other agents, most of them are happy to help.”

Panel moderator and Travel Market Report SVP and Publisher Brian Israel echoed that sentiment, noting that the panel was scheduled for Toronto based on the significant interest from advisors at the Vancouver event in February of this year.

“We are all a community. You help each other out, and that’s how we get better at serving everyone’s needs.”