Catering for the needs of disabled customers

Catering for the needs of disabled customers

The travel industry has made some significant improvements in providing for clients with special needs. Linsey McNeill reports

Not so long ago it was difficult for people with disabilities to takeholidays as very few airports, airlines and hotels provided facilities for passengers with special needs.

It’s fair to say the travel industry could still do a lot more for the disabled, but things are improving.

Mark Dyer of Queen Elizabeth’s Foundation, which set up a scheme to reward companies that provide a good service to disabled people, said there had been “a significant improvement” in the travel industry in the five years since the launch of the Ease of Access, Service and Employment Awards. In fact, he said a large chunk of the 12,000 nominations for the EASE Awards are for travel companies.

A specific category for the leisure industry was created a couple of years ago covering pubs and restaurants, entertainment and visitor attractions, travel agents and tour operators, airports and hotels.

“There is still the perception that a disabled person is a wheelchair user. Many companies still think that by providing a ramp and an adapted bathroom, they have done their bit, whereas there are many other types of disability” said Dyer.

“However, the travel industry is becoming more aware of the needs of the disabled.”

He cited The Bond Hotel in Blackpool, one of last year’s winners, as an example of how far some companies are prepared to go to cater for disabled clients.

Not only does the hotel provide easy access and facilities for guests with disabilities, but it also organises group trips and excursions for them.

“It’s unusual for independent hotels to receive nominations, but The Bond goes that stage further in catering for disabled clients,” said Dyer.

He pointed out that it is well worth companies going that extra mile to assist people with disabilities, as they tend to be very loyal customers.

“If they get a good service from a company, they will stick to it,” said Dyer. “The loyalty is very high in this market because disabled people don’t generally have a lot of choice.”

If you have a disabled customer who believes they have received a good service from a travel company, perhaps you would like to suggest they nominate them for one of this year’s awards. Or, if you are disabled and you want to thank your employer for its efforts to accommodate employees with disabilities, now is your chance. Nomination forms are available in the Daily Express, or from Deborah Nurse on 0800 783 2372 or deborah. nurse@qefd.org. The closing date is June 27.

Service providers: more travel companies are catering to the needs of disabled clients