best practice in accessible tourism table of contents

8/13/2019 Best Practice in Accessible Tourism Table of Contents

1/7

v

Contents

Editors xii Contributing Authors xv Acknowledgements xxiii Foreword xxv

1 Introduction 1 Dimitrios Buhalis

Introduction 1 Universal Approaches to Accessible Tourism 3 Structure of the Book 5 Section 1: Policies and Strategies for Accessible Tourism 6 Section 2: Networks and Partnerships 8 Section 3: Accessible Tourism Value Chain 10 Section 4: Destination Development 12 Section 5: Accessible Tourism Experiences 13 Moving Forward 14

Section 1: Policies and Strategies for Accessible Tourism 17

2 European Policies for Accessible Tourism 19

Ivor Ambrose Introduction 19 Objectives for Accessible Tourism Policies in Europe 21 Coordination of Accessible Tourism Policies 24 European Accessible Tourism Policies 25 Future Policy Needs and Targets for Accessible Tourism Policies 28 A Road Map for Accessible Tourism Policies in Europe 29 Conclusions 34

3 Accessible Tourism in Flanders: Policy Support and Incentives 36 Pieter Ghijsels Introduction 36 Accessibility of Tourism Infrastructure 38


2/7

vi Best Practice in Accessible Tourism

Reliable and Available Information on the Accessibilityof Tourism Infrastructure 39

Development of a Label 42

Conclusion 45

4 Accessible Tourism for All in Germany 46 Peter Neumann

Introduction 46Stage of Development and Structures of Accessible

Tourism for All in Germany 47 Conclusion 52

5 Accessible Tourism in Greece: Beaches and Bathing for All 55 Nikos Voulgaropoulos, Eleni Strati and Georgia Fyka Introduction 55 Key Management Structures of Greek Tourism 56 National Strategies for Accessible Tourism 57 Accessible Beaches and Bathing in Greece 59 The Need for a Strategy for Accessible Tourism 60 Conclusion 62

6 The United States: Travellers with Disabilities 65 Laurel Van Horn Introduction 65 Open Doors Organization (ODO) Travel Market Studies 66 Travel Frequency and Overall Expenditure 67 Internet Use 67 Air Travel 68 Other Modes of Transportation 70 Hotels 71

Restaurants 72 Destinations Domestic and International 73 BTS 2002 National Transportation Availability and Use Survey 74 Discussion 76 Conclusion 77

7 Accessible Tourism in Australia 79 Simon Darcy, Bruce Cameron and Stephen Schweinsberg

Introduction 79

Rationales for Government Involvement in Tourism 80 Tourism and the Role of Government 82 Disability Tourism Strategies/Disability Action Plans 91 Industry Awareness Campaigns 93


3/7

Contents vii

Tourism Disability Research 97 Conclusions 98 Appendix 7.1 Commonwealth Government Initiatives 109

Appendix 7.2: State and Local Government Initiatives 111 Appendix 7.3: Private Industry Key Initiatives 113

8 Accessible Tourism in New Zealand 114 Sandra Rhodda

New Zealand Tourism 114 Accessible Tourism in New Zealand 115 Accessible Tourism Businesses in New Zealand 118

Why New Zealand Needs to Improve its Accessible

Tourism Offer 120 Actions to Develop Accessible Tourism in New Zealand 121 Conclusions 122

Section 2: Networks and Partnerships 125

9 Universal Tourism Networks 127 Mike Prescott

Introduction 127 Meeting the Challenge 128

Accessibility Principles 129 Network analysis 134 Application to Accessible Tourism 137 Future Trends 141 Conclusion 142

10 Tourism Victoria, Australia an Integrative Model of InclusiveTourism for People with Disabilities 144

Huong Le, Yuka Fujimoto, Ruth Rentschler and David Edwards

Introduction 144 An Overview of Stakeholder Theory 145 Research Methods 146 Victorian Policy Framework: Macro Level 148 Victorian Accessible Tourism Plan 20072010: Meso Level 150 Evidence from the Field: Micro Level 151 Implications for Policy and Practice 153 Conclusion 154

11 Accessible Tourism in Sweden: Experiences, Stakeholders,Marketing 157

Lilian Mller The Development of Accessible Tourism in Sweden 157


4/7

viii Best Practice in Accessible Tourism

Accessible Tourism in Sweden Strengths and Weaknesses 158 Actors for Accessible Tourism in Sweden 159

Marketing of Accessible Tourism in Sweden in Mainstream

and Target-Group-Oriented Channels 160 Accessible Tourism Strategies 162 Experiences from the Municipality of Askersund 164 Conclusions: Accessible Tourism in Practice 166

12 The Third Sector Responses to Accessible/Disability Tourism 168 Philippa Hunter-Jones and Anthony Thornton

Introduction 168 Accessible/Disability Tourism 168

Tourism and the Charitable Sector 171 Research Methods 173 Findings 173 Conclusions and Agenda for Future Research 176

13 Accessible Dive Tourism 180 Caroline Walsh, Janet Haddock-Fraser and Mark P. Hampton

Introduction 180 Definition of Disability and Accessibility 181

History and Scope of the Disabled Dive market 182 Stakeholder Perspectives on Disabled Dive Tourism 185 Volunteer Dive Tourism and Disabled Divers 187 Conclusions 190

Section 3: The Accessible Tourism Value Chain 193

14 Tour Operating for the Less Mobile Traveller 195 Andrew Wright

Introduction 195 The Tour Operation 195 Elements of the Overseas Holiday Journey 197 The Resort 198 The Next Stage 200 The Way Forward 202 Conclusion 205

15 Air Travel for People with Disabilities 207

Simon Darcy and Ravi Ravinder Introduction 207 The Low-Cost Carrier Model 207 A Note about Language and the Cultural Context of Disability 209


5/7

Contents ix

People with Disabilities, Seniors and the AccessibleTourism Market 210

Methodology 212

The Low-Cost Carrier Model (Southwest Airlines) 212 Conclusion 217

16 Accessible Public Transport: Vienna City Tourism 222 Roland Krpata

Introduction 222 The Viennese Model 222 Development of New Low Floor Vehicles 224 Re-design of Accessible Tramway and Bus Stops 225

The Lift Retrofitting Programme 227 Accessible Station Furniture 229 Visual Guiding System of the Vienna Lines Developed in 1969 230 Tactile Guiding System of the Vienna lines 233

POPTIS A Navigation System for Blind and VisuallyImpaired Users 234

Real Time Information Accessible Even for Blind and Visually Impaired Users 236

Qando A Web-Based Route-Planner 237

MofA or mobility4all 238 Quo Vadis Feasibility Study 238 Conclusions: Achievements and Further Developments 239

17 Accessible Hotels: Design Essentials 241 Katerina Papamichail

Introduction 241 Accessible Hotels: Taking Away the Myths 243 Checklist 245

Conclusions 261

Section 4: Destination Development 263

18 Wheelchair Travel Guides 265 Bruce Cameron and Simon Darcy

Introduction 265 What is a Travel Guide? 265 Some Issues for Travel Guides 266

Iconography 267 Rating Systems 270 The Australian Case 270 Self Assessment versus Provision of Information 271


6/7

x Best Practice in Accessible Tourism

The United Kingdom Case 273 Europe for All 276 Mapping 276

A Strategic Approach 278 Conclusions 282

19 Accessing Heritage Tourism Services 285 Shane Pegg and Norma Stumbo

Introduction 285Rethinking Service and Product offerings in the Heritage

Tourism Sector 286Dealing Effectively with a Diverse Range of Clients 288Moving Towards More Inclusive Heritage Tourism Services 291

Conclusion 293

20 VisitOSLO, Norway: Supporting Accessible Tourism Contentwithin Destination Tourism Marketing 297

Bodil Sandy Tveitan Introduction 297 VisitOSLOs Accessible Tourism Strategies 398

The OSSATE Project: Planning and Implementation andKey Ingredients for Success 299

New Ways of Presenting Tourism Information Data 303 Strategic Issues and Problems in Data Integration 305 Conclusions and Key Success Factors 307

21 Accessible Tourism in Spain: Arona and Madrid 310 Jess Hernndez Galn

Introduction 310 Arona: a Tourist Destination based around the Sun and the Sea 310 Madrid: a Cultural Tourism Destination 315

Conclusions: Learning from Madrid and Arona 319

22 Visit Britain: Leading the World to Britain 322 Andrew Daines and Chris Veitch

Introduction 322Increased Provision of Tourism Product Information in

Relation to Access 323 Access Statements 326 National Accessible Scheme 327

Product Development 329 Bosworth Battlefield, near Market Bosworth, Leicestershire 329 The Hytte, Bingfield, Northumberland 332 Conclusions 334


7/7

Contents xi

Section 5: Accessible Tourism Experiences 337

23 Australia: the Alpine Accessible Tourism Project and DisabledWinter Sport 339

Tracey J. Dickson and Simon Darcy Introduction 339 Project Background 340 Outdoor Activity Focus 341 Ageing Population 342 Informing the AAT Project 343 Research Design 349 Case Study Background 350 Project Details 354

Discussion 356 Project Recommendations Success by Design 360 Conclusion 361

24 Special Needs Customer Care Training for Tourism 365 Susana Navarro Garca-Caro, Arno de Waal and Dimitrios Buhalis

Introduction 365Why Train the Tourism Sector on Accessible Tourism and

Leisure? 365

Accessibility and its Importance in Tourism Training 367 Difficulties in the Tourism Sector in Spain 368Towards an Educational Training System Focused on Total

Quality 369 Trainers for Accessible Tourism? Training Methodologies, Content and Use of New Technologies 370 Conclusions 373

25 Conclusions: Best Accessible Tourism Practice 377

Ivor Ambrose, Simon Darcy and Dimitrios Buhalis The Language of Accessible Tourism 378 Social Responsibility or Business Interest Why Not Both? 379 Delivering Personalized, Accessible Experiences 381

best practice in accessible tourism table of contents

Documents