Co-Director, Southern Cross Travel, Wadhurst
The family business
It was great to see Anzcro giving advice on how agents can best meet accessibility needs in Australia and New Zealand. This is the first time I’ve seen a tour operator do this, and I found it informative and helpful (but that might be down to me not looking for the information before now!).
When I’ve had accessible room requests before, and not been able to guarantee them, I’ve referred clients directly to companies such as Enable Holidays as I felt that way I could ensure they have the holiday that best suits them rather than me not be able to deliver. It is so important, and not just a ‘room request’, so it needs to be 100% suitable. I understand operators can’t always guarantee room requests, but, when it’s a necessity rather than a wish, it would be useful to know at which point they can guarantee it.
This is a field I, as an agent, need to have a better understanding of, so further training and easy access to the information would be helpful.
Director of GoRiverCruise, Worcestershire
The cruise specialist
The demands for people with mobility issues are not easily met and, regrettably, river cruising is not great for those clients.
There are challenges which have yet to be met either by the ship operators or the places where ships moor.
The problems are getting on and off the ship when gangways can be steep, narrow and treacherous. For example, embarking and disembarking can involve going up and over “parallel parked” ships.
I have a guideline that, to accept a booking, a passenger needs to be able to manage 15 steps with some support. Not all ships have lifts and there are none that have lifts up to the sundeck, which often provides shore access.
If I cannot offer a client a viable river cruise, I recommend an ocean ship with a river itinerary with better accessibility to all decks – and sailings from the UK. This avoids airports, flights and transfers, which is another accessibility topic!
Director at The Travel Team, Brampton, Cumbria
The high street agency
There can be challenges when booking holidays for customers with access needs so its crucial that we ask the right questions. Then clients can make an informed decision on whether the destination, accommodation or excursions are suitable for them.
It is difficult when hotels reply “subject to availability we will allocate a walk-in shower” as this is probably the most common request. AI research, Google Earth and Google Maps is really helpful for information about resort accessibility.
The problem we find is that tour operators’ room-type descriptions don’t always match the description on the hotel’s own website. TUI has a good online resource centre and Jet2 have a downloadable guide which is helpful for general information. However, it can be a rather long process from the first enquiry to getting the room type confirmed, which can be frustrating for the customer.
Accessible Travel Specialist at A Wheel and Away,
Greater Plymouth
The accessibility expert
Accessibility means different things to different people. Agents need to take time to fully understand each clients’ individual requirements to ensure that accurate information can be passed to the supplier in a timely fashion, enabling them to make suitable arrangements.
Suppliers need to provide detailed and specific information about what they provide. No generic descriptions but measurements and photos, creating a simplified booking system. They should remain open to creative solutions as often something small can transform an experience. Access is not just about ramps and grab rails.
Staff should receive comprehensive training to ensure that they understand and are sensitive to the needs of clients with accessibility needs.
Considering the needs of everyone helps create a more inclusive and positive experience for all.
