United Nations World Tourism Organization develops policy and manuals on accessible tourism

For those who may not be aware the United Nations World Tourism Organization together with contributing organisations and individuals have developed and published a set of resources to assist destinations in developing accessible tourism information, marketing, products and services.

The resources draw on the best academic, industry and policy practice from around the world with impetus gained from the San Marino Declaration on Accessible Tourism and the subsequent UNWTO recommendations on accessible tourism.

Hopefully all manuals will eventually appear in English as well as Spanish.

The remainder of the page is reprinted from http://ethics.unwto.org/en/content/accessible-tourism 

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UNWTO Recommendations on Accessible Tourism

The UNWTO Recommendations on Accessible Tourism for All are meant to be used as a general, basic mainstreaming framework for ensuring that people with disabilities have access to the physical environment, the transportation system, information and communications channels, as well as to a wide range of public facilities and services. 

The Recommendations incorporate the most relevant aspects of the UN Convention on the Rights of People with Disabilities of 2006 and the principles of Universal Design.

In the context of a trilateral agreement between UNWTO, ONCE and ENAT, the recommendations were adopted by UNWTO General Assembly Resolution A/RES/637(XX) of August 2013, updating the 2005 UNWTO Recommendations. 

Read the Recommendations in English Español Français

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Manuals on Accessible Tourism for All

One of the most significant outcomes of a major collaboration framework between UNWTO and disabled people’s organizations (DPOs), particularly the Spanish ONCE Foundation for the Cooperation and Social Inclusion of People with Disabilities, the European Network for Accessible Tourism (ENAT), and the Spanish ACS Foundation, are the Manuals on Accessible Tourism for All.

The manuals are meant to assist tourism stakeholders in improving the accessibility of tourism destinations, facilities and services worldwide.

Manual on Accessible Tourism for All: Public-Private Partnerships and Good Practices

Full text: English  Spanish   Executive Summary: English Español Français

The first tangible outcome of a fruitful collaboration between the UNWTO and the ACS Foundation features the inclusion of both cultural and natural heritage assets into the accessible tourism value chain as well as the technical knowledge necessary for making tourism infrastructures and attractions accessible to all. The English translation of the Spanish original was published in January 2015. The Publication been laid-out following the Web Content Accessibility Guidelines (WCAG) 2.0 (level AA)

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Manual on Accessible Tourism for All: Principles, Tools and Good Practices 

Executive Summary (of all five Modules): English Español Français

1.Manual on Accessible Tourism for All: Principles, Tools and Good Practices,  Module I

Full text: Spanish 

UNWTO's second publication on universal accessibility has been co-produced with the Spanish ONCE Foundation for social inclusion of people with disabilities and the European Network for Accessible Tourism - ENAT. Module I is currently available in Spanish only, in a digital accessible version. It has been laid-out following the Web Content Accessibility Guidelines (WCAG) 2.0 (level AA). 

2.Manual on Accessible Tourism for All: Principles, Tools and Good Practices,  Module II

Full text: Spanish 

Module II of the Manual on Accessible Tourism for All: principles, tools and best practices suggests specific recommendations targeting the tourism sector with the aim of creating accessible tourism destinations. The proposed actions are based on the need to respect the integrity of the entire value chain of a tourist experience when implementing universal accessibility plans, and thus cover the five main areas of the same: planning and information, transportation, accessibility of the natural and built environments, shared public spaces and specific spaces. It is essential that people with disabilities and special needs complete their travel experience without any obstacles like all the other tourists. Module II is currently available in Spanish only, in a digital accessible version. It has been laid-out following the Web Content Accessibility Guidelines (WCAG) 2.0 (level AA). 

3.Manual on Accessible Tourism for All: Principles, Tools and Good Practices, Module III

Full text: Spanish

Module III of the Manual on Accessible Tourism for All: principles, tools and best practices, co-produced with the ONCE Foundation and ENAT, highlights the necessary actions that need to be undertaken in order to make the universal accessibility in tourism a reality. These actions should result from an overall policy framework and specific strategies fostering Accessible Tourism which are being discussed in this module. The policy framework should provide the basis for proper planning and development of strategic areas of intervention, such as legislation, awareness-raising and training, research, as well as marketing and management of accessible tourism. Module III is currently available in Spanish only, in a digital accessible version. It has been laid-out following the Web Content Accessibility Guidelines (WCAG) 2.0 (level AA). 

4.Manual on Accessible Tourism for All: Principles, Tools and Good Practices, Module IV

Full text: Spanish

Module IV of the Manual on Accessible Tourism for All: Principles, Tools and Best Practices, co-produced with the ONCE Foundation and ENAT, proposes a series of indicators developed for tourism destinations to assess, control, and manage their accessible tourism offer. Accompanied by a detailed methodology for their application, these indicators can serve as a practical tool not only to assess the current situation within destinations but also to consider further actions that may be required. Module IV is currently available in Spanish only, in a digital accessible version. It has been laid-out following the Web Content Accessibility Guidelines (WCAG) 2.0 (level AA). 

5.Manual on Accessible Tourism for All: Principles, Tools and Good Practices Module V  NEW!

Full text: Spanish

Module V of the Manual on Accessible Tourism for All: principles, tools and best practices, co-produced with the ONCE Foundation and ENAT, provides an overview of case studies and good practices which have proven a successful implementation of universal accessibility in different spheres of tourism, such as promotion, market research, travel agencies, transportation, accommodation, training & capacity building and destination management. The examples featured therein analyze a wide spectrum of conditions which were decisive in making accessible tourism a reality and are meant to inspire the key stakeholders to engage in similar initiatives in their respective areas of influence.  Module V is currently available in Spanish only, in a digital accessible version. It has been laid-out following the Web Content Accessibility Guidelines (WCAG) 2.0 (level AA). 

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San Marino Declaration on Accessible Tourism 

The Declaration which resulted from the 1st UNWTO Conference on Accessible Tourism in Europe, held on 19-20 November 2014 in the Republic of San Marino, can be downloaded here:

English
Español
Français

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Relevant UNWTO Events and Reports on Tourism and Accessibility 

FITUR 2015: "Technology at the service of Tourism for All"  

FITUR 2013: “Accessibility: A Competitive Advantage for Tourism Destinations" (Final Report - Spanish)

Australian research study recruiting participants: Private vehicle access, modification and trip planning by people with disability

Research Study:

Private vehicle access, modification, and trip planning by people with disability.

This is a notice about a research study being conducted by the University of Technology, Sydney & OT Solutions for the NSW Department of Family & Community Services on private vehicle access, modification, and trip planning by people with disability.

Your participation in this study is highly valued whether you are driver with disability, have a modified vehicle for yourself or a family member with disability for private transport purposes or would like a modified private vehicle but have been unable to obtain one. 

This part of the study involves a questionnaire to gather your experiences in driving, having a vehicle modified, finding funding for the modifications, trip planning, and your service and parking station access.

The questionnaire has been developed in collaboration with the Physical Disability Council NSW.

The information provided will be used to better position the Department for future development and provision of information in this important area of citizenship.

The questionnaire will take approximately 15-25 minutes to complete depending on whether you are a driver, owner of the vehicle or somebody who wishes to own a private modified vehicle. 

To begin the questionnaire please click on the following link to the questionnaire

http://utsbusiness.qualtrics.com/SE/?SID=SV_cOXonyWdHig8lcV

For further information about the research project or any other inquiries please contact the project coordinator:

Prof Simon Darcy (02) 9514-5100 simon.darcy@uts.edu.au

ETHICS
All responses are anonymous and confidential. The project has been approved by the UTS Human Research Ethics Committee 2009-404P[3] and any ethical issues arising from the research can be discussed with the UTS Research Ethics Manager on Ph: 02 9514-1279

Photo: Simon Darcy's Paravan hand controls on a low floor Chrysler Voyager

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The Reflexive Traveller - Italy, accessibility and other observations

Some readers of the blog may have noticed that there have not been entries for a few months. This was the product of a hectic work schedule and an upcoming trip to Europe.  The opportunity arose as part of my University of Technology Sydney work and collaborative relationships with the European Network for Accessible Tourism (ENAT). The trip included forging relationships with the Italian Institute of Architects, the Foundation of the Carlo Besta Neurological Institute, Expo 2015, the Facoltà di Sociologia - Università degli Studi di Milano-Bicocca. and Italian accessible tourism businesses like Villages for All. Of course, I took the opportunity to examine a range of accessible experiences including transport, attractions, hotels and customer service. As photo one shows, one such experience was testing new access equipment to experience the archaeological digs of ancient Rome.

Photo 1:  Simon Darcy, Rome and Italy Tours' specialist ArcheoTrekAble equipment and people power provided an up close look at Ancient Rome's archaeological digs that would not be possible in a standard wheelchair (© Fiona Darcy 2012)

Thanks to Ivor Ambrose's networking efforts with the ENAT, I received a range of publicity opportunities including those with mainstream media and disability specific media. Barbara Pianca of the Superando organisation interviewed me in the lead up to the trip and carried a story on the organisation's website. The interview focused on travel planning and accessibility for tourism. This theme was further developed by the Foundation of the Carlo Besta Neurological Institute who provided an opportunity for me to discuss the importance of tourism within the rehabilitation process for people who acquire disabilities. The Foundation does some excellent work and has always incorporated arts and sport within the rehabilitation process and it is now hoping to incorporate opportunities for people to travel while still in rehabilitation. The Foundation's Secretary Professor Ferdinando Cornelio hosted a media and business event where I was interviewed by mainstream print and television media on a range of matters including rehabilitation, Expo 2015 to be held in Milan and accessible tourism knowledge management processes that could be put in place to improve the tourism opportunities for people with disability. A video of the interviews by the journalists from the Corriere.TV can be found at the following site Video Salute - Corriere TV

As with all areas of disability, accessible tourism required the collaboration of a range of stakeholders from the private sector, government and the not-for-profit. An important player in the university sector where the education of future generations of architects, planners, business people and government officials requires an understanding of access and disability within the curriculum. Accessible tourism considerations are relatively new within higher education curriculum around the world. Italy is no exception but there is a growing network of academics starting to develop curriculum and research around accessible tourism in Italian universities. One such faculty and University is the Facoltà di Sociologia - Università degli Studi di Milano-Bicocca, where Prof Ezio Marra is fostering accessible tourism opportunities at both the undergraduate and postgraduate levels. The seminar on accessible tourism was held in partnership with the Italian Institute of Architects, whose member Isabella Steffan, Arch- Eur/Erg, presented an introduction to the seminar and placed it in context to tourism developments in architecture and the built environment in Italy. The seminar was attended by 25 students and faculty and generated a great deal of interesting discussion about tourism information systems, the accessibility of the Italian built environment and transport systems, cross-cultural differences in disability and access, and the opportunities provided by Expo 2015 for access, disability and accessible tourism.

The other stakeholders that are critical to developing robust accessible tourism experiences are an active in disability advocacy and government equity framework. To that end, I had meetings with Aldo Maria Arrigoni, Director Diversity, Ministry of Labour and a person involved with the Fondazione Notari (http://www.fondazionenotari.com/) that seeks to provide training courses around disability and access to Italian business. We spoke of of a series of issues around urban accessibility, business attitude towards disability, accessible tourism and his involvement in assisting organisers of Expo 2015 (http://en.expo2015.org/). Aldo recognises the opportunity that the Expo may provide to improve accessibility for residents and visitors to Milan. However, he also recognises that it is already 2012 and if they hope to have a more developed access culture for the Expo organisation and systems in place for improving accessible tourism experiences for visitors to Milan then time is running short.

One of the great things about travelling is finding the unexpected. One such pleasure was in coming across Roberto Vitali from Village for All or V4A as it is branded and shown in Figure 1 (www.v4a.it). Roberto who has a history as a Paralympian, for the last 20 years has dedicated his life, work and passion towards establishing Village for All and the 35 accommodations that it currently has in Italy, Croatia, USA and Brazil. Roberto has established an information system for his accommodation offerings. As important as a good-quality information system to allow tourists with disabilities to make informed decisions about whether access at a property is appropriate for their needs, V4A is all about the experiences that you want when staying at one of their accommodations or resorts. Their properties offer a series of experiences from the passive to the active, from the solitary to the family or from a sporting to a cultural experience.

Figure 1: Village for All logo

As Figure 2 demonstrates, the accommodation information system is detailed and provides critical measurements. This system very much operationalises research discussed in other blog entries on accessible accommodation based on research in Europe and Australia (Darcy & Cameron, 2008; Darcy, 2010; Europe for All. 2007a, 2007b) It is also very similar to a recent exploratory project carried out for the City of Sydney and presented on Easy Access Australia's website (http://www.easyaccessaustralia.com.au/sydney/).  

Figure 2: Room floor plans for V4A properties

Lastly, research has shown that people with disability do not trust mainstream travel agents and tourism operators as mainstream providers do not understand the requirements of people with disability (e.g. McKercher, Packer & Yau, 2003). Subsequently people with disability have organised and managed their own travel plans and itineraries to a much higher degree than people without disability. However, those who to manage their own travel planning miss out on many of the discounts and insider advantages of using industry providers. Language provided a barrier which was restricting my own travel planning for this trip. After some searching, I settled on Rome and Italy Tourist Services to assist with land transport connections and specialist accessible tour provision (http://www.romeanditaly.com/tourselected.php?id=10). As shown in Photo 1, Stefano Sghinolfi CEO and Owner of Rome and Italy Tourist Services is trialling equipment to provide a more up close and personal experience of Rome's ancient historical sites. It is this type of innovation that I was drawn to and can attest was only part of the excellent service provision of the company^.


Over the coming weeks I will be reflecting upon other aspects of the trip including accessible tourism knowledge management systems, air travel, accommodation choice, attractions, transport, customer service attitudes and accessible destination experiences.


^ please note all services were purchased at standard market rates and the tour operators did not know that I would be reviewing product and service offerings.


References

Darcy, S., & Cameron, B. (2008). Accessible Accommodation Assessment Template [Software template]. Sydney: © University of Technology, Sydney and Easy Access Australia.


Darcy, S. (2010). Inherent complexity: Disability, accessible tourism and accommodation information preferences. Tourism Management, 31(6), 816-826.


Europe for All. (2007a). The Europe for all Photo and Measurement Guide Vol. 2008. (pp. Website).  Retrieved from http://www.europeforall.com/tourismProviders.seam?conversationPropagation=end&conversationId=162076 


Europe for All. (2007b). The Europe for all Self-Assessment Questionnaire Vol. 2008. (pp. Website).  Retrieved from http://www.europeforall.com/tourismProviders.seam?conversationPropagation=end&conversationId=162076 


European Network for Accessible Tourism. (2012). Accessibility and tourism seminar at the  Università degli Studi di Milano-Bicocca 9 July 2012  Retrieved 28 July, 2012, from http://www.accessibletourism.org/?i=enat.en.events.1338



McKercher, B., Packer, T., Yau, M. K., & Lam, P. (2003). Travel agents as facilitators or inhibitors of travel: perceptions of people with disabilities. Tourism Management, 24(4), 465-474. 

Pianca, B. (2012, 4 July). Voglio sentirmi il benvenuto in ogni città del mondo, Superando.it. Retrieved from http://www.superando.it/2012/07/04/voglio-sentirmi-il-benvenuto-in-ogni-citta-del-mondo/

Parrot, M., & Passerini, G. (2012, 25 July). Disabili e turismo - Girare il mondo è la prima forma di riabilitazione Corriere Della Serra - Corriere TV. Retrieved from http://video.corriere.it/se-turismo-aiuta-disabili-uscire-ghetto/131d40b0-d675-11e1-bdd2-f78a37bd7a67

World Report on Disability - The Travel Chain

The World Health Organization (2011) has produced an extensive research report on disability, which reviews evidence about the situation of people with disabilities around the world. It draws together the most recent sources to present a comprehensive overview of the major areas that affect the lives of people with disability. The report consists of 10 chapters including:

• Introduction
• Understanding Disability
• Disability - the global picture
• Genera health care
• Rehabilitation
• Assistance and support
• Enabling environments
• Education
• Work and Employment
• Recommendations

Interestingly, addresses many of the key concepts discussed in the blog including constraints and barriers to participation, universal design and market dynamics but the report does not mention tourism specifically. It does, however, draw attention to United Nations’ (2006) Convention on the Rights of People with Disabilities and how the articles relate to the importance of participation in all areas of citizenship. While it could be argued that the key chapters discussed in the report cumulatively provide a guide for developing accessible destinations, there is no doubt that the overriding priority of the report in ensuring that all people with disability have accessible environments, services and attitudes in their place of residence. Of course, once this has been completed for local residents, then the same local areas become accessible to tourists with disability visiting the areas.

With regard to travel, the report discusses the concept of the "travel chain" that is defined as

The “travel chain” refers to all elements that make up a journey, from starting point to destination – including the pedestrian access, the vehicles, and the transfer points. If any link is inaccessible, the entire trip becomes difficult (81). Many mass transit providers, particularly in developing countries, have implemented accessibility only partially, for example by providing a limited number of accessible vehicles on each route, making improvements only to the main stations, and providing access only on new lines. Without accessibility throughout the travel chain, the job is incomplete. Inaccessible links require taking an indirect route, creating the barrier of longer travel times. The goal must be for people to have access to all vehicles and the full service area, as well as the pedestrian environment (82). But progressive realization may be the most practical short-term response (WHO 2011, p.179).

Photo 1: Blog Author Simon Darcy boarding low floor accessible bus that forms an important part of the "travel chain" since their introduction in many countries since the late 1990s (© Fiona Darcy 2000)

Photo 1 shows a low floor accessible bus that is one part of a "travel chain" that also needs to be supported by for example accessible timetables, continuous pathways, tactile ground surface indicators and disability awareness trained bus drivers to name a few. In recognising the inherent pragmatism required to ensure the travel chain, this report together with the World Health Organization (2007) Global Age Friendly Cities, provides an impetus for nations and city states to meaningfully address the disability and ageing issues through creating sustainable approaches to these issues as part of addressing disability citizenship across all areas of social participation. The World Health Organization documents can be used to provide a foundation for providing a global understanding within local contexts and to draw the attention of those who are resisting the addressing of these issues. The document concludes by asking three questions that need to be addressed in a policy context: What do we know about people with disabilities?; What are the disabling barriers? And. How are the lives of people with disabilities affected?. In conclusion, the report makes nine recommendations:

·        enable access to all mainstream policies, systems and services;

·        invest in specific programs and services for people with disabilities;

·        adopt a National disability strategy and plan of action;

·        involve people with disabilities;

·        improved human resource capacity;

·        provide adequate funding and improve affordability;

·        increased public awareness and understanding of disability;

·        improve disability data collection; and

·        strengthen and support research on disability.

Interestingly in my own first major report, Anxiety to Access (Darcy, 1998), these recommendations are not dissimilar and provide a sound blueprint for improving travel and tourism industry approaches to disability, access and accessible tourism.

References  

Darcy, S. (1998). Anxiety to access: tourism patterns and experiences of New South Wales people with a physical disability (pp. 76). Sydney: Tourism New South Wales. http://corporate.tourism.nsw.gov.au/Anxiety_to_Access_p783.aspx

United Nations. (2006). Convention on the Rights of Persons with Disabilities. New York http://www.un.org/esa/socdev/enable/rights/convtexte.htm: United Nations General Assembly A/61/611 - 6 December 2006.

World Health Organization. (2007). Global Age-friendly Cities Guide from http://www.who.int/ageing/age_friendly_cities/en/index.html

World Health Organization, & World Bank. (2011). World Report on Disability, from http://www.who.int/disabilities/world_report/2011/report/en/index.html

  

Marketing Accessible Information Provision For Destinations

A number of previous blog entries have focused on the importance of accessible information provision for successful accessible tourism experiences and a great deal of the demand research has identified information provision as an important constraint (Avis, Card, & Cole, 2005; Bi, Card, & Cole, 2007; Daniels, Drogin Rodgers, & Wiggins, 2005; Darcy, 1998, 2002; Pegg & Stumbo, 2010; Smith, 1987; Turco, Stumbo, & Garncarz, 1998; Yau, McKercher, & Packer, 2004). In particular, web accessibility for people who are blind and vision impaired has been an evolving area of research over the last decade (Foggin, Darcy, & Cameron, 2003; Lazar et al., 2010; Mills, Han, & Clay, 2008; Shi, 2006; Williams, Rattray, & Grimes, 2006; Williams, Rattray, & Stork, 2004). More recent research has moved beyond identifying barriers and constraints and have started to examine the requirements for developing specific and detailed approaches to accessible information provision for tourism. These have included the overall importance of e-tourism systems for people with disability (Eichhorn, Miller, Michopoulou, & Buhalis, 2008), the complexities of information for hotel accommodation (Darcy, 2010) and the operationalisation of accessible information provision within the triple bottom line approach to assessing the business case for a ecotourism accommodation provider (Darcy, Cameron, & Pegg, 2010).

A new addition to this literature is Buhalis & Michopoulou (2011), which examines the complexities of information provision for individuals with disability. Using a focus group approach the paper challenges the notions of information provision based on dimensions of access and instead proposes an individualised understanding of access provisions. The arguments are based on the findings of 16 focus groups and a review of market segmentation literature. The paper presents implications for information provision and the marketing of destinations to people with disability.

The reference and abstract for the research is:

Buhalis, D., & Michopoulou, E. (2011). Information-enabled tourism destination marketing: addressing the accessibility market. Current Issues in Tourism, 14(2), 145 - 168.

Abstract

This paper demonstrates that the accessibility market is not homogenous, but it entails different sub-segments with distinct needs and requirements. Ultimately each person is unique in his/her abilities and preferences and this is more evident in this market. Secondary research revealed the size of the accessibility market in Europe to be 127 million people. Extensive qualitative research through 16 focus groups has demonstrated that the main requirements of these segments focus on three interlinked elements, namely accessible built environment, information regarding accessibility and accessible information online. Traditional segmentation contradicts the central concept of participation, as directed by the social model of disability, and it entails assumptions regarding the requirements of the market segments. Information communication technologies (ICTs) can assist destinations to effectively address the particular requirements of these market segments through the use of profiling and personalisation features, which will allow users themselves to specify their requirements. Through the use of ICTs, users are enabled to declare their needs and requirements. Destinations can then offer suitable products and services according to the particular needs of each traveller, encourage participation, congruent with the social model of disability.

Keywords: destination marketing; market requirements; market segmentation; accessible tourism; disability; information communication technology

© http://www.informaworld.com/smpp/content~content=a923318482~db=all?jumptype=alert&alerttype=new_issue_alert,email

Photo 1: To have any cool accessible destination experience like wheelchair bungee jumping (Cairns, Australia) requires good quality accessible information that is marketed and promoted in ways that are appropriate for different disability types and individual preferences (Photo © Ian Chill 2010) 

References

Avis, A. H., Card, J. A., & Cole, S. T. (2005). Accessibility and Attitudinal Barriers Encountered by Travelers With Physical Disabilities Tourism Review International, 8, 239-248.

Bi, Y., Card, J. A., & Cole, S. T. (2007). Accessibility and Attitudinal Barriers Encountered by Chinese Travellers with Physical Disabilities. Int. J. Tourism Res, 9, 205-216.

Buhalis, D., & Michopoulou, E. (2011). Information-enabled tourism destination marketing: addressing the accessibility market. Current Issues in Tourism, 14(2), 145 - 168.

Daniels, M. J., Drogin Rodgers, E. B., & Wiggins, B. P. (2005). "Travel Tales": an interpretive analysis of constraints and negotiations to pleasure travel as experienced by persons with physical disabilities. Tourism Management, 26(6), 919-930.

Darcy, S. (1998). Anxiety to Access: The Tourism Patterns and Experiences of New South Wales People with a Physical Disability: Tourism New South Wales.

Darcy, S. (2002). Marginalised participation: Physical disability, high support needs and tourism. Journal of Hospitality and Tourism Management, 9(1), 61-72.

Darcy, S. (2010). Inherent complexity: Disability, accessible tourism and accommodation information preferences. Tourism Management, 31(6), 816-826.

Darcy, S., Cameron, B., & Pegg, S. (2010). Accessible tourism and sustainability: a discussion and case study. Journal of Sustainable Tourism, 18(4), 515 - 537.

Eichhorn, V., Miller, G., Michopoulou, E., & Buhalis, D. (2008). Enabling access to tourism through information schemes. Annals of Tourism Research, 35(1), 189-210. doi: 10.1016/j.annals.2007.07.005

Foggin, S. E. A., Darcy, S., & Cameron, B. (2003). Vers un tourisme sans barrières: Initiatives dans la région Asie-Pacifique. TÉOROS: Revue de recherche en tourisme, 22(3), 16-19.

Lazar, J., Jaeger, P. T., Adams, A., Angelozzi, A., Manohar, J., Marciniak, J., . . . Walsh, J. (2010). Up in the air: Are airlines following the new DOT rules on equal pricing for people with disabilities when websites are inaccessible? Government Information Quarterly, 27(4), 329-336. doi: DOI: 10.1016/j.giq.2010.04.005

Mills, J. E., Han, J.-H., & Clay, J. M. (2008). Accessibility of Hospitality and Tourism Websites: A Challenge for Visually Impaired Persons. Cornell Hospitality Quarterly, 49(1), 28-41. doi: 10.1177/1938965507311499

Pegg, S., & Stumbo, N. (2010). Creating opportunities and ensuring access to desirable heritage and cultural tourist services and leisure experiences. In B. Prideaux, D. J. Timothy & K. Chon (Eds.), Cultural and Heritage Tourism in Asia and the Pacific (pp. 250-256). New York, USA               Routledge.

Shi, Y. (2006). The accessibility of Queensland visitor information centres' websites. Tourism Management, 27(5), 829-841.

Smith, R. W. (1987). Leisure of disable tourists : Barriers to participation. Annals of Tourism Research, 14(3), 376-389.

Turco, D. M., Stumbo, N., & Garncarz, J. (1998). Tourism Constraints - People with Disabilities. Parks and Recreation Journal, 33(9), 78-84.

Williams, R., Rattray, R., & Grimes, A. (2006). Meeting the On-line Needs of Disabled Tourists: an Assessment of UK-based Hotel Websites. International Journal of Tourism Research, 8(1), 59.

Williams, R., Rattray, R., & Stork, A. (2004). Web site accessibility of German and UK tourism information sites. European Business Review, 16(6), 577-589.

Yau, M. K.-s., McKercher, B., & Packer, T. L. (2004). Traveling with a disability: More than an Access Issue. Annals of Tourism Research, 31(4), 946-960.