How many bookings have you lost because a provider says “we’re not sure if that’s accessible”?
As a wheelchair user and specialist in accessible travel, I’ve heard these words too often. Accessible travel isn’t a mystery, it’s an opportunity. Here, disabled travellers across the UK share what really matters and how you, as an agent, can deliver.
What do disabled travellers prioritise when booking?
Clarity beats perfection every time. Allie Mason, autistic author and accessible travel advocate, says: “We’re looking for clear and up-to-date accessibility information. We don’t need ‘perfect’, just enough to know if a provider can meet our needs.”
Chloe Tear, a writer who travels with her guide dog, adds: “I prioritise practicality. But that’s often misunderstood as boring. Help me find something realistic for my body, but is still exciting.”
Emma Holness, a profoundly Deaf travel agent, highlights, “Ability to contact their travel agent through their preferred method – video BSL message, WhatsApp, or email – breaks down barriers and gives disabled travellers confidence in emergencies.”|
And from blind traveller Sassy Wyatt: “We need exact details – step counts, lighting levels, room layouts, imagery and videos. That’s what lets us book with confidence.”
What does accessible really mean, and why is it misunderstood?
Accessible travel isn’t a one-size-fits-all badge. For me, it means exploring, eating, sleeping and relaxing with the same ease as any other guest. Allie notes: “The idea of ‘fully accessible’ is misleading. What works for one traveller can create barriers for another.”
Sassy adds: “I should be able to use the website with a screen reader, request information in my preferred format, move around the property safely and access facilities independently.”
For D/deaf clients, Emma highlights asking for communication preferences, pointing to things visually, and never being dismissive.
The message for agents: don’t assume. Ask questions, listen, and offer choices that balance both practicality and joy.
How can agents add value without overpromising?
Allie says: “Find out exactly what’s available, discuss it with your client, and work together to identify the right fit.” Sassy adds: “If something can’t be guaranteed, then say so. That honesty builds trust.”
This is the difference between a smooth trip and a stressful one. I’ve arrived to steps where level access was promised, or a bathroom I couldn’t enter. The most inclusive agents are the ones who aren’t afraid to say: “This option won’t work, but here are some that will.”
What small gestures make a big difference?
Empathy goes a long way. Allie says,: “A disabled traveller is never trying to be difficult; they simply want equitable access. Constantly advocating for yourself is exhausting.”
Sassy adds practical points: providing alt text, confirming the nearest accessible bathroom, using correct language such as ‘guide dog;. Small actions shape the whole experience.
Disabled travellers want honest information, options that fit our needs, and a bit of care in the booking process.
See every query as a chance to build trust. When you get accessibility right, you’re not ticking a box you are unlocking new bookings and earning loyal customers.
Find more information on accessible travel on our dedicated hub: sellingtravel.co.uk/hubs/accessible-travel
