Abta creates ‘accessible and assisted travel guide’

Abta has created an ‘accessible and assisted travel guide’ to help its members properly serve disabled customers and companions.

The new guidance, which follows a customer guidance document and checklist published earlier this year, covers the whole customer journey, including transport, accommodation and access to facilities.

Abta is trying to ensure members can deliver holidays and travel arrangements that meet customers’ needs, whether they or someone they are travelling with have reduced mobility, access requirements, a non-visible disability or neurodiversity.

The guide also outlines why accessibility should matter to businesses, as well as containing advice on marketing, accessible websites and legal information.

Susan Deer, director of industry relations at Abta, said: “We want everyone to be able to travel with confidence, and making travel accessible for all is not only the right thing to do, and a matter of legal compliance, it also makes strong business sense.

“It can create new commercial opportunities, encourage recommendations and increase repeat business.

“Clear information and informed conversations can make a real difference to how trips are created, booked and experienced.

“This new guide is designed to support members, providing practical advice to give them the confidence to deliver great customer service at every stage of the journey.”

Steve Wilson, accessibility and assisted travel manager at Jet2.com and Jet2holidays, helped Abta create the new guidance.

He said: “Accessibility is not about doing something extra for a few people, it’s about ensuring everyone has the same opportunity to travel with confidence, independence and dignity.

“By removing barriers and listening to the voices of those with lived experience, we create journeys that are truly inclusive.

“The new guidance from Abta will support members by ensuring, every interaction, every conversation is focused on creating a positive and accessible travel experience.”

The new publication is available in the Member Zone of Abta’s website, with the guidance for travellers launched earlier this year available on a public-facing section of the site.