Many efforts have been made for the welcoming of disabled persons by the tourism industry. Hence it represents about 650 million people throughout the world. For the EU alone, the disabled persons, capable of travelling has been estimated at about 50 million with 15% of them travelling regularly. Significant improvement regarding hotel equipment and services, accessibility, destination or transport facilities are the major requirements to fullfil the needs of a segment that represents about 293 million overnights.
In 1999 the Secretary of State for Tourism in France stipulated that only 2% of hotel rooms were accessible to disabled customers. Nearly 10 years later, all the tourism actors have seriously taken into account the customer’s need. Disability Acts in various countries such as Tourism and the Disability Act in the UK and Americans with Disability Act have helped remove many barriers to travel. Any service provider, including holiday accommodation, tourist attractions, restaurant and transport providers, has duties under these acts to make “reasonable adjustments”. Going the same way, several organisations from different countries are battling to set norms and labels for accessible facilities and establishments. In France, Tourism & Handicap works to facilitate accessibility to the disabled tourist segment. This organisation works closely with the French minister for Tourism and professionals from the sector. Since 2001, more than 2,000 establishments are listed on the Maison de la France website. From 4* Courtyard by Marriot in Neuilly-sur-Seine to the Accor’s Ibis la Valentine in Marseille, and so many more. Also standardization, at a European level, has been made possible thanks to European Forum of Handicapped Person established by the Non Discrimination Act signed in Amsterdam in 1997.Efficient communication between all the actors concerned within the tourism industry (disabled persons, organisations, ministries, hotels) is becoming more current. Initiatives like national norms and standardized legislation at an European level, hotel managers awareness for the urge of well trained staff, improved accessibility have all together helped customers satisfaction among the disabled population.It is impossible to define a profile type for such customer group, generally divided into 4 categories (hearing, visual, intellectual and motor control deficiencies). Most represented age group corresponds to the 60 and over (74%) followed by the 20 to 59 (26.2%). And no disabled person with the same deficiency will...
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