Accessible Tourism – A critical part of a staged tourism restart
As the COVID-19 pandemic sweeps across the globe we have seen the world’s tourism and hospitality industries decimated. Efforts to control the virus have seen worldwide lockdowns, international and domestic border restrictions, and the virtual shutdown of world aviation routes.
Recently, there have been significant second wave outbreaks in the US, Australia, New Zealand the UK and Europe, which may be exacerbated with the onset of the northern hemisphere winter.
COVID-19 is a highly infectious disease without an effective cure or vaccine. The industry is faced with the fact that neither are likely to be developed in the near term.
As a result, tourism restarts are likely to be slow and staged with social distancing becoming a normal part of doing business. International borders, with the exception of “airbridges” or inter-country “bubbles”, will be the last to open so for the tourism industry domestic and local tourism will be the lifeblood of the industry for the foreseeable future. We must also recognize that the restart process will be fluid. Relaxation of restrictions is likely to be followed up with the reimposition of lockdowns or reduced numbers in response to second and third waves of infections. International borders may be subject to sudden closure making travel planning difficult if not impossible. Future bookings are likely to be extremely weak in light of the uncertainty.
Why is the Accessible Tourism sector important to the tourism recovery?
Since 2014 several pieces of research around the world have placed the value of the market at between 14% and 20% of the total tourism spend. The growth rate is tracking at three times the rate of tourism as a whole. It is being fuelled by the aging and retiring baby boomer generation. Most western countries have a very similar age distribution. Research by McKinsey & Company in the US found that the Baby Boomer generation controls 60% of total wealth and 40% of total expenditure and in areas such as hospitality and leisure the spend was 50%. When looking at that population segment, at age 65, 40% of the group has an age-related disability and by age 75 that climbs to 60%. Extrapolating the spending power and the disability statistics the market is worth 25% of the total tourism spend. The retiree market has also changed with the Baby Boomer generation. This generation is very different from the generations that came before it. It was born into optimism and was also adventurous. It was the Baby Boomers who first backpacked their way around the world, first invented adventure tourism and trekking, and lived by their Lonely Planet guides. The sheer size of the generation meant that they always had the market power to demand products that suited their needs, after all, it was this generation that caused Levis Strauss to alter the cut of their jeans to cater for a middle-aged spread when they turned 40. As retirees, that adventurous spirit remains as does the expectation that the tourism industry will develop a range of inspiring products and experiences that suit their expectations and their aging needs.
Over the last ten years, we have also seen major developments in adaptive equipment. Everything from off-road wheelchairs, sit skis, advanced hearing augmentation, visual wayfinding, etc that are opening up new opportunities for people with a disability.
This generation has also been risk takers and are, therefore, the likely generation to resume travel when COVID-19 has subsided to “manageable” levels and are also the most likely to take up a vaccine option when it becomes available. Again, this generation was brought up in an era when vaccines for international travel were the norm.
Tourism Product is changing
Tourism is evolving as world attitudes change. The mass coach tour and set itineraries are giving way to more individualized itineraries and small group touring. The world is far more environmentally and culturally aware and expects tourism to embrace cultural diversity, environmental sensitivity, and be responsible. The old adage of take only photographs and leave only footprints has now developed into a total responsibility approach that preserves and nurtures both local environments and cultures. The tourism industry is adept at change and adept at providing small group, highly interactive experiences.
In addition to the changing nature of the expectation to create unique experiences, the industry has the benefit of over 30 years of disability discrimination legislation around the world and accessible building codes and construction. Facilities exist all over the world that can be packaged into accessible tourism experiences. While there is still work to be done, the opportunity is to develop information systems that can tell prospective travellers with a disability what is available on a destination wide basis and to develop accessible tourism experiences and itineraries.
How does Accessible Tourism aid with the tourism restart
As stated earlier, the tourism industry will restart slowly with reduced numbers and in many cases with a reduced catchment area. Initially, the market will also be more spontaneous with short term bookings. Long lead time detailed itineraries will be hard to sell during recovery. To be profitable, operators will need to concentrate on high-value small group tourism that provides quality and meaningful experiences. Tailorisation gives operators a real chance to look at their offerings and the opportunities to incorporate accessibility as part of their core products and services. Regions have a chance to cooperate and build accessible itineraries to maximize the time spent in a region by a smaller number of people. Social distancing requirements will make it easier to plan accessible routes and create the spaces needed to cater to a wide range of disability groups including those of the autism spectrum. One of the greatest barriers to accessible tourism has always been air travel. In the recovery phase, most tourism is going to be local or domestic making the accessible tourism market a key opportunity. Travellers with a disability tend to stay longer and spend more than the general traveling population which is a key incentive for tourism operators to actively market their accessibility.
For many tourism operators, catering to the accessible tourism market is extremely cost effective. Many will already have the physical assets to cater for the market, the missing link is often the detailed information required to allow a potential visitor to make their own informed decisions as to whether a facility or experience is suitable for their needs. The downtime period many operators are facing at the moment is the perfect chance to evaluate what facilities they have and what disability groups they can cater for. It should be remembered that of the total disability market only 8% are full-time wheelchair users. Those with hearing impairments, reduced vision, and autism all require different facilities. It isn’t all about ramps and accessible toilets. Tourism operators cater for a variety of needs currently and some specialize in certain interest groups. There is no reason why an operator can’t develop specialized products catering for any one particular disability group. Nature, in particular, has major opportunities for the blind or vision impaired with the sensory experiences it offers. Co-designing experiences for travellers with a disability is no different from designing cultural experiences with indigenous groups.
Adding information to an individual operator or destination website is not a difficult or costly thing to do, especially in the current environment where websites need to be continually updated with COVID-19 information and social distancing requirements.
The market for Accessible Tourism is significant. It is potentially 25% of the total tourism spend, especially for local and domestic tourism. The market is extremely loyal and will return on a regular basis if it is comfortable with the experiences. The social network of Accessible Tourism is extremely strong. Great experiences will lead to great referrals. The strength of the offering, like all tourism, depends greatly on co-operation to create a range of experiences within a destination region. One great motel with an accessible bedroom doesn’t create a good holiday experience.
The key steps to making Accessible Tourism part of your COVID-19 restart process
- Use the downtime to review the current facilities on offer that are accessible, both at individual operator and destination wide. That includes accommodation, dining, parks and gardens, attractions, and tour operators.
- Prepared detailed accessibility guides both at operator and destination wide levels and publish them on both operator and destination websites. Don’t fall into the trap of saying something is fully accessible. Every person with a disability has a different set of needs and capabilities. What is not accessible for some may be an adventure for others. Say what is actually there and provide good photographs and let a potential visitor make up their own mind. The important thing is if people don’t know what is there they won’t come.
- Co-design experiences with local disability groups. Often operators and destination managers forget adventure activities and limit the opportunities that travellers with a disability may want to experience even if they don’t appear to be “accessible”
- Look closely at community infrastructure, things like beach matting or beach wheelchairs can open a market for the whole region.
- Look at marketing opportunities and include people with a disability in mainstream marketing material. Use existing marketing channels that already have a following, but include accessible terms in the copy to improve Google reach. Ensure that accessibility data on regional websites is included on individual tourism operator web sites to increase the overall ratings of your region. As marketing for accessible tourism is no different to marketing for any other form of tourism, be wary of “specialist” sites charging for accessible tourism listings. Many do not have a good market penetration amongst potential visitors. As for any form of marketing the cost per thousand is critical as is monitoring and evaluating referrals. If you wouldn’t trust your general marketing to charities or social enterprises don’t do it for accessible tourism without applying the same economic rigours to its value as you would any other new marketing channel.
- Seek professional advice from organisations recognised as accessible tourism specialists.
- Most importantly don’t be scared to play in the accessible tourism market, co-design, and seek and learn from feedback. As with all tourism activities the greatest joy comes from seeing visitors enjoying their experiences and leaving changed in some way.
Kalbarri Skywalk opens with Universal Accessibility
Photo: Shem Bisluck/DBCA
The highly anticipated Kalbarri Skywalk in Kalbarri National Park has officially opened, providing a major tourism boost for the Mid-West region.
Environment Minister Stephen Dawson said:
“Today is an exciting day for everyone who was involved in the development of this bold and iconic facility – congratulations to the Nanda Traditional Owners, the Mid-West Development Commission, the Parks and Wildlife Service at the Department of Biodiversity of Conservation and Attractions and all the contractors.”
The opening of the universally accessible Skywalk marks the culmination of a $24 million project to install two cantilevered platforms overlooking the Murchison Gorge, a kiosk, shade shelters, toilets, parking, 22km of park roads, and upgrades to Meanarra Hill and Z Bend tourist sites.
“These 100-metre high Skywalks which project 25 and 17 metres beyond the cliff face complement the existing natural beauty of the surrounding area, and I’m pleased to say that with universal accessibility, they can be enjoyed by all who visit the national park.”
Stephen Dawson, Environment Minister
For the Nanda Traditional Owners, the facility showcases their culture and stories through interpretive and artistic elements. Visitors are greeted with an entry sign stating kaju yatka, the Nanda words for ‘sky’ and ‘to walk.’
The State Government is working with the Nanda people to explore opportunities for the management of the soon-to-open environmentally friendly kiosk that will operate on low to nil emissions on an off-the-grid power system.
Kalbarri National Park is an iconic location, famous for its 80-kilometre gorge, coastal cliffs that plunge more than 100 metres to the ocean, striking wildflowers and many recreational activities. Annual visits to the national park have increased by almost 100,000 over the past five years to more than 450,000 last year.
UNWTO COVID19 – An Inclusive Response for Vulnerable Groups
Just as the tourism sector is affected more than others by the current COVID-19 pandemic, vulnerable groups within the sector are among the hardest hit. We must ensure that recovery efforts actively include all people and groups. This is an opportunity to create a stronger, more resilient and inclusive industry.
As laid down in the UNWTO Framework Convention on Tourism Ethics, the sector has a duty to promote the rights of the most vulnerable groups such as women, indigenous people and people with disabilities.
“Tourism activities should respect the equality of men and women; they should promote human rights and, more particularly, the individual rights of the most vulnerable groups, notably children, the elderly, persons with disabilities, ethnic minorities and indigenous peoples.”
UNWTO Framework Convention on Tourism Ethics
Article 5, paragraph 2
When we talk of designing sustainability into tourism recovery programs, we must acknowledge that sustainability cannot be achieved until all vulnerable groups are embraced fully into the new design.
UNWTO has developed the following measures in collaboration with relevant international, national and local partners to help governments and businesses craft an inclusive response to COVID-19, ensuring that no one is left behind.
COVID-19 & People with Disabilities
People with disabilities and seniors are heavily affected by COVID19. They are often excluded from communications on public health and travel updates, decision-making and information on accessibility of basic services.
Their health conditions and social isolation can expose them to serious risks. The pandemic outbreak, coinciding with the offseason in many destinations, also caught many people with access requirements travelling or “about to board”.
The recovery should include accessibility as a central pillar in measures to improve destinations’ offer and competitiveness, contributing to inclusive environments, services and employment.
Immediate Response
Repatriation without delays: Accessibility measures are important during repatriation, so everyone can benefit (accessible transport, routes, information, communication). Compromising accessibility entails safety risks and unwanted injuries.
Courtesy accessible accommodation: The provided assistance should observe specific access needs. People with disabilities often travel accompanied, which implies extending the assistance to companions or “essential staff”.
Peer-support among DMOs and DPOs: Destinations should engage disabled peoples’ organizations (DPOs) to support immediate actions. They are mediators in understanding specific needs, existent barriers and the ways to bridge them.
Accessible Communication and Technology: New technologies can make products and services user-friendly. Making technology and communication channels disability-friendly, during and post-COVID19, will benefit all.
“Tourism for All” more than ever in 2020: “Tourism for All” is to be encouraged throughout the year, especially in the forthcoming 2020 high season. People with access needs and seniors can contribute to tourism recovery.
Recovery
“Tourism for All” policies: People with disabilities and seniors represent an immense market opportunity, notably in off/mid – season periods. Destinations should harness this potential and make accessibility a reality.
Improved customer service: Tourism professionals usually lack basic training on attending to customers with disabilities. A quality service implies employees anticipating their clients’ needs, regardless of customers’ abilities.
Equal opportunities in employment: The employment policies in tourism companies should be driven by equal opportunity principles. Proper job adaptations and skill matching enable everyone to access the labour market in our sector.
Use of innovative technology: Technologies should be a lever in making travel easier and more inclusive for all. Alternative formats. i.e. sign language, easy reading, subtitles, audio descriptions and Braille, should be incorporated by developers.
Application of international standards: Tourists need the same accessibility conditions, wherever they travel. Applying international standards can ensure the same level of accessibility for tourism products and services worldwide.
UNWTO has developed these measures in collaboration with international, national and local partners to help governments and businesses craft an inclusive response to COVID-19, ensuring that no one is left behind.
Banksia Park
Banksia Park is a park on the banks of the Yarra River in Heidelberg. It has wood barbecues, picnic shelter, playground, an off leash secure dog walking area and a toilet block.
Toilet Facilities
The toilet facilities are located at the beginning of the park, where the road divides leading to the two distinct sections of the park. There are parking areas either side of the toilet block each having one designated disabled parking space of 3.6 metres in width. The toilet block is reached via a sealed path with a gradient of less than 1 in 14. The path is 1.5 metres in width.
The toilet has a unisex accessible cubicle. The large door swings outward and is light to open. The handle is a lever “push down” type that can be operated by wrist only. The lock is an internal rotating type that does not require finger dexterity. The toilet is 450 millimeters high and has side and rear grab bars. The is room beside the toilet for a wheelchair. The hand basin is accessible and there are no exposed hot water pipes. The basin has cold water only. The tap is a rotating type with a small lever.
Outside the toilet block is a drinking fountain.
Dog Friendly Park
The Dog park is an off leash area allowing dog owners, but especially those with a disability, to allow their dogs to exercise freely without of risk of them running off or being difficult to find.
Parking
Just outside the fenced area are two accessible parking spaces either side of a clearway giving ample loading room even for side ramped vans. There is a short sealed path to the gates of the fenced area.
Facilities
Entry is through a set of two gates which are light to open and both gates open either or out. The latch is a metre off the ground and lifts upward. It can be operated without finger dexterity. Between the gates is ample room for a wheelchair with over 2 metres of clear space. Within the park there is a large circular track of compact fine gravel leading between the trees and large open grassed play areas. The entire area is level. There are seats with backrests within the area and a drinking fountain for both human and dogs.
Cherry Blossom Loop Walk.
The Cherry Blossom Loop Walk is 820 metres long and starts from the entry to the Dog Friendly Park. The entire loop is sealed and level. The path is over 2 metres in width making it ideal for wheelchair and walker users. Seats with backrests are provided around the loop and each area has provision for wheelchairs. Information signage is readable from wheelchair height with paved access. The path follows the river and returns through the Cherry Tree Grove.
Western Loop Walk
At the western end of the park is another parking area that has a 3.6 metre designated
disabled parking space. There is another full sealed loop path approximately 1.5 kilomtres
in length. This path contains gradients that exceed 1 in 14.
A drinking fountain is located at the beginning of the loop path.
Picnic Pavilion
About 500 metres from the toilet block and information board is a picnic pavilion with under cover tables.
There is a parking area that provides direct access to the pavilion via a 50 metre sealed path. There are no designated disabled parking spaces in the car park, however there is a space either side of a marked access way for those requiring wheelchair access at the side of their vehicle. Access from the car park is level.
The pavilion has a paved floor. There is one accessible picnic table with an extended table top to allow wheelchair users to sit front facing at the table. There are wood fired BBQ’s with a working height of 800 millimetres on the lawn area around the pavilion.
Braeside Park
Braeside Park is accessible from Lower Dandenong Road (Melway 88 D8) and Governor Road (Melway 93 F2)
Governor Road and Red Gum Picnic Area
The Governor Road end of the park gives access to the wetlands and bird hide.
Parking
There is a designated disabled parking area on the left on entering the Red Gum picnic area. The individual bays are not marked and there is a central loading area. The surface of the parking area is hard packed blue metal. There are some loose large stones on the surface.
Picnic Facilities
The picnic tables are just off the disabled parking area and are situated on a level grassed area. The surface is hard and the tables are equipped with a roll under end and level surface
Toilet Facilities
There is a single toilet block that serves the Red Gum picnic area. It is at the end of the carpark with a hard packed gravel approach path. There are male and female accessible toilet facilities located within the male and female toilet blocks that are partially accessible. There is adequate maneuvering room for a wheelchair within the cubicle however there is only a single side hand rail that does not extend the full side length of the toilet and there is no back hand rail. Seat height is 380 millimetres
Wetland Trail
The main attraction from this end of the park is the Wetland Trail. This trail is very well maintained. It is hard gravel with a fine surface. All of the paths are wide, level with no cross slopes. The wetlands are accessible via wooden viewing platforms and boardwalks. Both are accessible and the boardwalks have raised safety edges.
Bird Hide
The bird hide allows a great view of the wet lands wildlife. It is approximately a kilometre from the carpark and picnic area. The access path is wide and level throughout and the hide is fully accessible with a special wheelchair viewing position
Lower Dandenong Road Entrance
Vistors Centre
The visitors centre is accessed via the Cockatoo Carpark. There are two marked disabled parking spaces either side of the main entrance to the centre. The carpark is hard packed gravel although the surface does have some loose stones. The path to the visitors centre is concrete and relatively level. The visitor centre is a accessible.
Toilet facilities
Next to the visitor centre is a partially accessible unisex facility.
The entry door is wide and there is ample room inside to maneuverer a wheelchair. The seat height of the toilet is 38 cm. Bars are positioned both beside and behind the toilet. The hand basin is in a solid cabinet with the taps on the back wall.
Inclusive Playground
Adjacent to the visitor centre is the inclusive playground. The playground has a centre ramped spine which gives access to a variety of play features for children of all abilities. It also allows parents with a disability full access.
Self Guided Trail
The self guided trail is best done in reverse, taking the left hand fork at the trail information sign. The first 200 metres is a wide flat and hard packed gravel path leading to two ponds. Both ponds give a great view of the local water birds. Beyond the first two ponds the trail becomes narrower and the two small wooden bridges would require some assistance as both surfaces are not suitable for the standard front casters of most wheelchairs. The Self Guided Trail is best accessed from either the Robin or Magpie Carparks. Both have two disabled bays at the half way point of the carpark.
Federation Picnic area
The Federation Picnic area is a large open grassy area suitable for picnics and family play. There are no facilities in this part of the park. The surface is cut grass which can be uneven in places. The picnic area is serviced by four carparks, Swallow, Kestrel, Goshawk and Pelican. Each of these carparks has two designated bays either side of the entrance to the picnic area. Swallow has two straight bays with an access area in between that would allow for a side loading van. The other three have wide angled bays to allow easy access.
Cardinia Reservoir Park
Cardinia Reservoir Park is the perfect setting for a picnic, barbecue or stroll along the reservoir wall or one of the tracks. The park contains three picnic areas each with its own wonderful views of the surrounding bushland and open lawns. There are two reservoir viewing areas offering spectacular views over the water and surrounding district. Whether you’ve come for a family get-together, bike ride, walk or to see kangaroos, you are sure to find a special area that meets your needs.
How to get there
Cardinia Reservoir can be accessed from Wellington Rd (Melway 126 C11) or Red Hill Rd (Melway 210 G4). A one-way road loops around the main areas of the park.
Observation Car Park
On entering the park the road rises to the observation car park for a view over the expanse of the Cardinia Reservoir. There is a car park to the right with two disabled car parks on the right at the far end. This is a vantage point only and not worth getting out of the car with a wheelchair. There are no curb cuts and all roads from here lead down fairly steeply. The pedestrian crossing to the lower car park has deep culverts on either side of the road. If you intend on doing the dam wall walk, park in the next or lower, Lookout Car park
Lookout Car Park
Just down the hill is the lookout car park. The entrance is at the bottom and two disabled spots are available on the left near the information sign. Both of these spots are 3.8 metres in width. Access to the dam wall walk is via the car park entrance, a distance of 40 metres. There are no curb cuts and the road has a gradient of 1 in 16.
The information board is not accessible as there is no curb cut allowing access to it.
Dam Wall Walk
The Dam Wall Walk offers a great view over the expanse of the Cardinia Reservoir. It can be accessed from the Lookout Car park at the main entrance end and by the Spillway Car park at the southern end. The path is sealed, wide, smooth and level making it an easy traverse. The entry at both ends is a metre wide. The posted time for the walk is one hour return.
Spillway Car Park
The Spillway Car park is at the southern end of the wall and affords another great view across the Cardinia Reservoir. In misty weather this car park provides great photographic opportunities. There are two disabled parking bays here nearest the wall and information sign. As with the rest of the parks these bays are 4 metres wide. Access is available here to the dam wall walk. The car park and access trails are sealed.
Kangaroo Flat Picnic Area
The park has three picnic areas all equipped with wood fired BBQs. A supply of wood is located at each picnic area. No solid fuel BBQs other than those provided may be used in the park.
There are no designated car parks at Kangaroo Flat. A rounded curb exists at the entrance to the picnic area. There are no accessible picnic tables.
There are no toilet facilities available at this picnic spot. The nearest toilets, including accessible facilities are at Crystal Brook.
Crystal Brook Picnic Area
The Crystal Brook Picnic Area is the best equipped for the disabled visitor. As you enter the car park there is one disabled parking spot near the toilet facility which is 4.6 metres wide and one more about half way down the car park, which is 3.3 metres wide.
The picnic facilities and playground are below the car park and require descent via ramps at both car park locations. Both of these ramps are wide and well surfaced. The one in the middle of the car park is asphalt, has a gradient of 1 in 13 with a level rest area half way down. The total length of the ramp is 28 metres. The ramp near the toilet block is a hard gravel surface with a gradient of approximately 1 in 14. This ramp gives access to the playground and the messmate trail. Picnic tables are available both out on the grassy areas and in the woodland setting. Wood fired BBQs are available. Both the BBQ’s and wood bins are at an accessible height. As with the tables at Kangaroo Flat there are no picnic tables that cater for a wheelchair.
There is an excellent toilet facility adjacent to the car park that has full disabled facilities. The toilet block does not require the descent into the picnic ground. The path is 25 metres in length at an approximate gradient of 1 in 50.
Messmate Trail
The Messmate Trail is accessible via the Crystal Brook Picnic Area. A kilometre or so of this trail is wide relatively flat and affords an opportunity to view Kangaroos grazing in the early morning or late afternoon. It also offers the access to the grasslands for families. Once the path turns to gravel it crossed at bridge at the end of the grassy valley and becomes steep.
Duffy’s Lookout Picnic Area
Duffy’s Lookout picnic area is accessed from a separate entrance to the park further down Duffy’s Road. This picnic area has two disabled car parking spots, both 3.6 metres in width. There is one curb cut in this park that leads down to the toilet block that has good disabled facilities and a baby change table. The path down to the toilet block, however, is steep. The path length is 45 metres with 25 metres of it at a gradient of approximately 1 in 10. The same path continues to the upper picnic ground with an equally steep ascent to the relatively level picnic area. A path leads directly to the picnic area from in front of the disabled parking bays but there is no curb cut to allow access to it and it is blocked altogether by any cars using the disabled bays.
The picnic tables in this park are concrete construction and have one chair missing to allow a wheelchair up to the table.
There are also two wooden accessible picnic tables in the lower picnic pavilion.
There is a second picnic area on the lower side of the car park. There is no curb cut to gain access from the car park and the surfaced paths in this section are extremely narrow. The path continues right through to the Crystal Brook area but is not suitable for wheelchairs.
Aura Vale Lake
Aura Vale Lake is approximately 2 kilometres further towards Emerald on Wellington Road. The main access area is the Henley Picnic Park.
Two designated disabled parking bays are available next to the toilet block and change room. Both spots are 3.6 metres wide.
There is a unisex accessible facility. It contains a toilet with side grab bars as well as a change room with a fixed seat.
The picnic tables provided are standard tables, they do not have an accessible end or side.
The paths down to the lake edge are sealed paths of a gentle gradient giving access to the waters edge. Curb cuts are not provided out of the car park onto the pathways.
