ABTA has launched new consumer guidance designed to help travellers consider accessibility and assisted travel needs at the earliest stages of planning a trip.
The trade body said the guidance is intended to prompt conversations early in the planning process, enabling travel agents and operators to recommend suitable holidays, request appropriate assistance and offer tailored advice.
The guidance encourages customers to think about accessibility requirements across the entire travel journey, from research and booking through to transport and the destination experience, whether travelling for leisure, business or to visit friends and family.
It aims to support people who may have specific needs due to reduced mobility, access requirements, non-visible disabilities or neurodiversity, and to help them identify what support may be required before booking.
A checklist is also included, which customers can complete and use as a practical discussion tool with their travel company to ensure all aspects of their trip are considered.
The initiative forms part of ABTA’s wider, ongoing work on accessibility and assisted travel. The association is working with members, government, destinations and regulators to help improve accessibility across all stages of the holiday experience and across different modes of transport.
In addition, ABTA is developing new guidance specifically for members, aimed at strengthening approaches to accessibility and assisted travel, including policies, staff training and customer communications.
Susan Deer, Director of Industry Relations at ABTA – The Travel Association, said: “We want everyone to be able to travel with confidence, and recognise that if you have a disability, planning and organising travel can be more complicated.
“However, as an industry we have an opportunity to support travellers and improve access to travel, by helping them plan a trip that suits their needs.
“Our new consumer guidance was developed with the help of members, customers and assisted travel experts to ensure it covers the whole customer journey and addresses all travellers’ needs. We’re also updating our guidance for members, providing practical advice to give them confidence to deliver a great customer experience.”
The guidance and checklist are available at abta.com
