The world of tourism is increasingly recognising the importance of universal access (UA), not only as a legal necessity under international human rights frameworks but also as a moral obligation to ensure inclusivity for all.
With the World Health Organisation reporting that 1.3 billion people — about 16% of the global population — experience significant disabilities, the tourism industry stands at a crucial crossroads where the benefits of accessibility extend far beyond just compliance.
According to Bronwen Auret, Head of the Tourism Grading Council of South Africa (TGCSA), universal access is a profound commitment to social equity, recognising the inherent dignity of every individual.
“It allows everyone, regardless of ability, to enjoy transformative travel experiences without barriers.
“This moral responsibility not only involves adhering to existing laws but actively cultivating an environment that promotes inclusivity — benefiting not just those with disabilities but also families, seniors, and anyone facing temporary challenges, such as carrying luggage,” said Auret.
She also said that the push for accessible tourism thus fosters community engagement and enhances the overall quality of life for all travellers.
Auret discusses the importance of universal access and inclusivity in travel as the world commemorates International Day of Persons with Disabilities on December 3.
Meeting accessibility standards in the hospitality industry
“Across South Africa, graded hotels and tourism facilities are increasingly prioritising universal accessibility, reflecting a growing awareness of inclusivity. The Tourism Grading Council of South Africa (TGCSA) has played a pivotal role by implementing specific criteria for grading establishments based on accessibility features,” said Auret.
The expert noted that since the introduction of UA certification in 2010, the council assesses properties on a dedicated benchmark aligned with international standards.
She said each facility must meet distinct criteria, including:
- Adequate facilities and space for easy access.
- Practical amenities, particularly in restrooms.
- Accessible emergency procedures displayed in various formats, such as picto-grams and Braille signage.
Auret highlighted that the requirement states that at least one room must be universally accessible for every 25 rooms. However, despite these strides toward improved accessibility, challenges remain.
“Many service providers lack awareness regarding the importance of these measures, necessitating training programmes that sensitise staff to the specific needs of guests with disabilities.
“Although some facilities shine in their commitment to accessible services, others fall short due to various levels of investment and dedication towards this cause,” said Auret.
Attraction of families and groups
When it comes to it’s significance in travel, she said that universal access is crucial in attracting families and groups with disabled members.
“In South Africa, with around 30% of the population facing some form of disability, there exists an expansive, untapped market for tourism services aimed at accessibility.
“Catering to these needs not only ensures ethical compliance but also unveils significant economic potential within the tourism sector, capitalising on the inclusivity sought by these traveller demographics,” said Auret.
Innovations paving the way for accessibility
The expert noted that the march of technology is revolutionising accessibility in tourism and augmented reality (AR) and virtual reality (VR) are spearheading this change, offering immersive experiences tailored for individuals with disabilities.
“For instance, virtual tours allow potential travellers to explore destinations from the safety of their homes, while AR applications offer real-time updates on accessible features at various locations.
“Furthermore, artificial intelligence (AI) is harnessing personalisation, analysing user preferences to suggest suitable accommodations, activities, and transport options tailored specifically for those with mobility challenges,” said Auret.
She said that the trend towards contactless check-ins and payments adds an extra layer of convenience for travellers with additional support requirements.
“Additional technological advancements include user-friendly navigation systems for those with visual disabilities and hotel-specific mobile applications designed for guests with mobility challenges.
“Major booking platforms, including Booking.com and Airbnb, are integrating filters for accessibility, simplifying the search process for travellers with specific needs,” said the expert.
Future trends and evolving standards
The landscape of accessible tourism is swiftly evolving, driven by demographic changes, technological advancements and the increasing recognition of the economic potential of inclusivity.
“As businesses prepare for the future, it is vital to assess current facilities and services while identifying barriers that individuals with disabilities may encounter.
“Utilising checklists and professional audits ensures compliance with evolving accessibility standards,” she said.
The expert also added that integrating features such as ramps, accessible restrooms, and Braille signage into designs will become standard practice.
“Furthermore, offering information in diverse formats, including large print and audio, will cater to a broader audience.
“Companies must develop in-house training programmes that educate employees on the needs of travellers with disabilities, fostering a culture of inclusivity,” she highlighted.
Voices for an inclusive future
As the world commemorates International Day of Persons with Disabilities approaching, Auret said it is imperative to remember the essentials that underlie the importance of inclusivity and universal access.
She said that this year's theme, “Amplifying the leadership of persons with disabilities for an inclusive and sustainable future”, underscores the vital role of individuals with disabilities in shaping their communities and advocating for their rights.
“As we commemorate this significant day, let us emphasise that fostering inclusivity and universal access is not merely a moral obligation but a pathway to a more equitable society.
“By amplifying the voices of individuals with disabilities and ensuring their leadership in policy-making, we can forge a sustainable future where everyone has the opportunity to thrive,” said Auret.
The expert also said that together, let's dismantle barriers and build a world that cherishes diversity and inclusion for all.
“In a world striving for inclusivity, the tourism industry stands at a critical juncture. As we acknowledge the significance of universal access, it’s essential for all stakeholders to realise that enhancing accessibility is not merely a compliance issue but a commitment to enriching lives.
“Join us as we explore the imperative of inclusivity in travel, recognising that every journey should be accessible for everyone,” said Auret.