To pass the original Americans with Disabilities Act, a compromise was made: accessibility standards were set to meet the median needs of each of four disability categories. In practice, that means that it works for half of the disabled population and doesn't work for the other half — because every disability has a spectrum.
Jake Steinman is founder of Travelability. To receive more information about creating an accessibility page, e-mail info@travelability.net.
And since many travel companies don't fully describe what they mean when stating a something is ADA-compliant or "accessible," travelers with disabilities don't know which half they fall into until they arrive at a hotel, attraction, restaurant or public space. It's like Russian roulette but with three bullets in the chamber instead of just one.
For example, three wheelchair users might have vastly different needs in a fully ADA-compliant room:
• Wheelchair User A is partially ambulatory and can walk up to 10 steps.
• Wheelchair User B is paralyzed from the waist down and uses a manual wheelchair.
• Wheelchair User C uses a power wheelchair and requires a Hoyer lift to transfer into bed.
So, who, exactly, is the room compliant for? This lack of detail is why, according to an Expedia study, wheelchair users spend an average of 13 hours researching and coaxing information from front desk staff — information that could simply live on the property's website.
Without more specific information, a property being ADA-compliant is like a building that ran out of funding after laying the foundation. The land is excavated, the concrete has been poured and structural engineering confirmed, but the project is never completed.
The solution is relatively inexpensive and straightforward: Travel companies should create an accessibility page on their company website that includes measurements, photos and video walk-throughs.
In a recent national study in which 10 members of our Destination A11Y Club surveyed their industry partners about accessibility, these were the key findings.
• 85% offer step-free entry
• 81% have accessible restrooms
• 81% offer ramps or elevators
• 68% provide accommodations for blind or low-vision guests, that may include braille signage or audio guides
• 60% offer features for deaf or hard-of-hearing travelers, including hearing loops or text transcripts
• 44% offer sensory-friendly features such as calm spaces, sensory bags or quiet hours
• But ... 78% do not have a dedicated accessibility page on their website!
How to verify accessibility
In 2023, TravelAbility introduced VisitCharlottesville to the accessible booking site Wheel the World, (WTW) to begin accessibility assessments across the city. Here's their accessibility page: https://www.visitcharlottesville.org/things-to-do/accessible-travel.
Fast-forward two years: 130 destinations are now "Accessibility Verified" by WTW.
The program's mappers have evaluated over 4,000 hotels, attractions, restaurants, trails and tours, gathering up to 200 measurements at each site. This builds an information infrastructure for each destination, making the DMO a key subject matter expert on local accessibility.
This approach is designed to assist both travelers and the 17% of residents who have disabilities, as well as to meet the expected needs of around 75 million baby boomers who are turning 65 at an estimated rate of 10,000 individuals per day.
Want to remove the anxiety-inducing "guesswork" that people with disabilities experience? Want to stop playing Russian roulette with access?
Simply add an accessibility page to your website with measurements, photos and walk-throughs. You'll provide clarity and be part of a growing movement that's advancing accessibility, one landing page at a time.
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