What is Accessibility?
Accessibility means designing and implementing products, services, environments, and facilities so that everyone, including people with disabilities, can fully use and enjoy them.
In tourism and hospitality, it’s about working together to create spaces, experiences, and services that welcome and accommodate all guests, regardless of their physical, sensory, cognitive, or mobility challenges. For more information on how you can make your tourism business more accessible and inclusive, please take a moment to review Tourism Australia's Accessible Tourism resources.
Why is Accessibility Important?
Expanding Your Customer Base
One in six people worldwide lives with a disability, according to the World Health Organization (WHO). In Australia alone, about 20% of the population has some form of disability. By making your business accessible, you open your doors to a significant and often underserved market.
Enhancing Customer Satisfaction and Loyalty
When you provide accessible services and facilities, you're offering a better experience for everyone, not just those with disabilities. Accessibility features like easy-to-navigate spaces, clear signage, and helpful staff can make a visit more enjoyable for all guests.
Legal Compliance and Risk Management
Accessibility is also a legal requirement in many countries, including Australia. The Disability Discrimination Act 1992 mandates that businesses must not discriminate against people with disabilities.
Social Responsibility and Ethical Business Practices
Inclusivity is a core value that resonates with today's socially conscious consumers. This ethical approach can enhance your brand image and attract customers who value businesses that care about all members of the community.
Future-Proofing Your Business
The demand for accessible tourism is growing. As populations age, the number of people requiring accessible services is expected to increase.
Is my business Accessible?
Determining if your business is accessible requires taking a closer look at various aspects of your operations, from physical spaces to services and communication. Start by asking yourself a few key questions:
Physical Accessibility
Can people with mobility challenges easily enter and move around your premises? This includes having step-free entrances, accessible bathrooms, wide doorways, and ramps or elevators where needed. Do you have slip-resistant flooring, grab rails or seating in common areas?
Communication
Is your business equipped to communicate effectively with everyone? Consider whether you have clear signage, hearing loops, or staff trained to assist people with vision or hearing impairments. Does your website meet accessibility standards, making it easy for all visitors to navigate and find information?
Customer Experience
Are your booking systems, payment methods, and customer service channels accessible to everyone? Offering multiple ways for customers to interact with your business - such as via phone, email, or online chat - can make a big difference.
Training and Awareness
Have you trained your staff in disability awareness and customer service? Employees who understand how to assist customers with various needs can greatly enhance the overall accessibility of your business.
If you find areas that might need improvement, know that even small changes can have a significant impact. Ensuring your business is accessible not only complies with legal requirements but also opens your doors to a wider, more diverse customer base, boosting both your reputation and your bottom line.