Concepts and good practices

Transcription

1 Tourism Tourism for for all all Concepts and good practices Mieke Broeders 1 Siegen, 27 March 2014

2 Overview 1. European Network Accessible Tourism 2. Accessible Destinations 3. Accessible market drivers 4. Value chain 5. Good examples 2 2

3 European Network for Accessible Tourism ENAT is a multi-stakeholder network of tourism and travel businesses, tourist authorities, NGOs, researchers and professionals Has about 200 members in over 25 countries 3

4 ENAT aims To make tourism inclusive for all To enable tourism providers to deliver high quality and valued experiences To introduce Service Standards for accessibility in the travel and tourism industry To benefit local communities Publicise accessible travel and destinations! 4

5 Europe needs accessible destinations! Why? Growing market demand for accessibility Because all citizens have the right to enjoy tourism Because it makes good business sense! 5

6 Accessible tourism market drivers Ageing populations increase in key global markets due to improved life expectancy and slowing birth rates More than 80 million people with disabilities in Europe * Total potential accessible travel market 133 million tourists* Total potential accessible travel market in Europe : 89 billion * People with disabilities or reduced mobility want to travel! * Ossate, University of Surrey

7 Real numbers count the visitors Germany Net turnover generated by disabled travellers Holidays: 1,5 bn Euro Short breaks: 1 bn Euro Total: 2,5 bn Euro Max total: 4.8 bn Euro (incl. additional impact) Economic significance of accessible tourism Full-time jobs: Additional full-time jobs in all areas of th economy: up to (Neumann, 2009)

8 Real numbers count the visitors Travel Behaviour & Economic Effects Germany Travel Behaviour (of disabled tourists) 37 % have previously decided not to travel due to the lack of accessible facilities 48 % would travel more frequently if more accessible services were available 60 % would be willing to pay higher travel expenses for improved accessible facilities (Neumann, 2009) 17 % decided to travel abroad specifically because of the accessible facilities there

9 Everyone needs good access Comfortable for 40 Essential for 10 % of the population Neccessary for 40 % of the population Comfortable for 100 % of the population 9

10 When do people need accessible tourism? Throughout the visitor journey and the whole value chain 10

11 4 key issues Accessible throughout entire delivery chain Information search, bookings, websites, mobile Transport vehicles, terminals, transfers, assistance Infrastructure attractions, accommodation restaurants, streets, beaches Services hospitality, packages, guiding, excursions, special menus, activities, tech-aids, assistance 11

12 The problem For visitors Travel for people with disabilities is unpredictable, difficult or sometimes even impossible Quality of infrastructure, transport, services, and information varies widely from place to place as well as between EU Member States Lack of access standards increases uncertainty, reduces travel options and allows a lack of accountability to prevail 12

13 The problem For the tourism industry The accessible tourism market is relatively unknown and it seems difficult to attract with existing channels Visitors needs and requirements are unknown or misunderstood. Therefore the market is avoided Investment costs are misunderstood, exaggerated Access is seen mainly as a problem rather than a golden opportunity 13

14 What to do? Mainstreaming accessibility in all the domaines Inclusion design for all Tourism for all Care tourism: cooperation between care sector and tourism sector Develop and certify accessible destinations Municipalities and cities play a key role in coordinating, facilitating, monitoring, promoting Actionplan on accessibility For tourists 14 and the own habitants

15 Good examples 15

16 Scandic hotels Sweden, Nordic and N. European countries In 2007, gained 15,000 extra overnights from accessible rooms Scandic has expanded to over 100 hotels In 2010 built and opened Scandic Berlin with 100 accessible rooms Scandic gains conference business thanks to access policies and practices Uses own checklist of 110 access requirements, for hotels and staff training Publishes hotel access information on website and online training 16

17 17

18 18

19 Mainstreaming accessibility in tourist policy Flanders Flemish Tourist Board active policy since 2000 Accessible travel action plan Accessible Travel Info Point: Accessibility as condition for subsidies and garanteed by consultancy of specialised architects (Financial) incentives and promotion Enter vzw - Belgiëplein Hasselt 011/ info@entervzw.be 19

20 Mainstreaming accessibility in tourist policy Flanders Training and awareness training for the tourist sector Label All in Reliable information on accessibility: screenings of touristic infrastructure for the database accessible Flanders Special investment program for care tourism Enter vzw - Belgiëplein Hasselt 011/ info@entervzw.be 20

21 Accessible travel Info point Tailormade information for the traveler and tourism sector Within the Flemish tourist board Enter vzw - Belgiëplein Hasselt 011/ info@entervzw.be 21

22 Key instrument: Accessible Flanders Since 2002: Database & website of accessibility of public buildings, tourism & cultural facilities, public domain 3 targetgroups: users, owners, policymakers

23 Key instrument: Users Detailed and objective information in 2 stages: summary and detailed information, pictures For mobility, visual and hearing impaired and allergy sufferers Detailled, reliable user information 3 levels for different parts of the buildings : +, +, -

24 Key instrument: Owners Screening by architect : analysis of problems and possible solutions Report with a clear action plan in 3 stages Short term almost no costs Middle long term: improving accessibility - costs Longer term: structural adaptations for integral accessibility higher costs Discussion and explanation of report by architect Accessibility label National Tourist Board based on screening

25 Key instrument: Policymakers The instrument for the Flemish government for existing infrastructure monitoring of accessibility Conversion of results to figures & facts per domain Basis for the development of policy indicators for monitoring on local, provincial and Flemish level and per sector or policy field Stepping stone for further actions: concrete action plans per sector specific labeling, (financial) incentives, training, promotion...

26 Label All in for tourist accommodations Accessible Accessible With comfort Based on the screening 26

27 Label all in tourism accommodation A+ A I

28 The great war centenary accessible for everyone Pilot to obtain an accessible holiday chain Extra screenings of bars, toilets, parkingspaces... Extra training of staff, guides... Provision of assistance, equipment, transport Information and promotion (mainstream) Cooperation with the provincial and local authorities Professional support of accessibility experts to make the commemoration accessible 28

29 29

30 30

31 31

32 32

33 33

34 Making events accessible INTRO Providing assistance for people with disabilities by volunteers Loops, sign interpreters, audio discription, sound chair Helping organisations to make their event accessible: sports, music, culture, popfestivals Sun, see, carefree : accesible beaches, beach wheel chairs and assistance Calendar of accessible activities

35 35 Investing in accessibility is investing in the future 35

36 36

37 Thank you! Web: ENAT welcomes new associate members and partners to make tourism accessible for all visitors