Introduction
Disability - whether short term or permanent - does not stop peoplewantingto travel for pleasure, orneedingto travel for business. Arranging travel for someone who has impaired vision or hearing, or who may be a wheelchair user, can be an alarming prospect, but does not have to be an impossible problem. Careful and sometimes painstaking planning is needed, but provided you and your client are frank with one another over what you can and cannot do, there is no reason why both of you should not be happy with the outcome.
What Disablement Means
Disability can take many forms: to be disabled means having an impairment which takes away abilities which someone would otherwise be able to enjoy.
When a person uses a wheelchair, or can only move about on sticks and crutches, their disability is only too evident. Although they are likely to have the greatest difficulties in travelling, there are many more people who may not be obviously disabled, but have some problem which can make it difficult to move about easily and to enjoy a holiday without difficulties or worries. People who have had strokes or are arthritic, blind or epileptic are likely to be among these.
There are also many people whose mobility is impaired temporarily, such as those who have broken limbs, or women who are in the late stages of pregnancy.
Travel opportunities and choice for disabled people have grown dramatically over the past few years, and travel agents can play an important role in ensuring the success of what may, in many cases, be a first trip away from home.
Helping the Traveller
In order to help a disabled traveller to plan a holiday or business trip, the most important thing is to obtain as much information as possible. Find out when, where and for how long the person has travelled on previous occasions, and what problems, if any, were encountered.
It is also necessary to know whether he or she will be travelling alone and, if so, whether he or she is able to be completely independent - in a different environment, possibly in an unfamiliar climate that could cause discomfort, and where language may be a problem. Help will usually be at hand at terminals and in hotels, but should not be expected or relied upon unless confirmed in writing beforehand. Sometimes it is sufficient to arrange for minor help from a hotel, eg a ramp for steps. If complete independence is impossible, the disabled person should be accompanied by someone who can give the extra help needed. If this is out of the question, there are some organisations specialising in holidays for severely disabled unaccompanied people, both in this country and abroad. For details, contactHoliday Care(for address, see box over the page).
The name of the person's disability and its effects are also vital information. There are many kinds of disability, both temporary and permanent. Not all necessitate permanent wheelchair use or limit mobility; a broken leg creates different problems from a heart condition or respiratory complaint. The following checklist covers the kind of information that needs to be communicated to tour operators, carriers and hoteliers:
The name of the disability;
The limitations to mobility - for example, ability to walk unaided, the use of a stick or crutches, the need to hold someone's arm to help over long distances;
Whether the use of a wheelchair is permanent, necessary most of the time, or for distance only;
Whether transfer from a wheelchair into a coach, air or train seat is easy or difficult;
Whether one or both legs need to be fully extended whilst travelling;
The overall dimensions of the wheelchair, whether it is collapsible and if it is battery operated;
Any other effects of the disability;
Whether the person is being accompanied by someone who can provide all the personal assistance needed whilst on holiday and, if not, whether help will be required with feeding, washing, bathing, toileting, dressing or simply pushing the wheelchair. If this kind of help is needed, and the traveller will not be accompanied by a friend or relative, it will probably be necessary to join a special holiday for disabled people where such assistance is available:Holiday Carehas details;
Any special requirements for the holiday or the journey, such as a special diet, oxygen or other aids;
Any other information which may be helpful to the travel agent or tour operator in ensuring the most comfortable trip;
If travelling as a group, apart from the usual questions about budget, it is useful to know the proportion of able-bodied to disabled people; the nature of the disabilities; the number of wheelchair users; and the age groups involved.
Arranging the Tour
Booking an inclusive tour
Holiday Care provides a list of operators whose programmes can be considered by a disabled traveller (some mention this in their brochures and give a contact name and telephone number). If a particular country or resort has been asked for, the service can tell you which operators serve that destination, and in some cases will be able to give detailed information about facilities for disabled people in hotels there.
Communication is essential when booking a disabled client on a package tour. It is the travel agent's task to provide all the information a tour operator might need to ensure the success of the trip for the client. Misunderstandings will be minimised if the enquiry and booking are backed up with a letter clearly stating the client's needs, and requesting written confirmation that these can be met. The points to be covered will include transport to, from and at the destination; accommodation; and facilities at the resort and during excursions. The paragraphs which follow on transport and accommodation will also help to ask the tour operator the right questions.
The Independent Traveller
As long as the necessary information is available, it should not be difficult to meet the requirements for a business trip or holiday - but every detail must be double-checked, particularly on a complicated journey where the risk of a problem is greater.
Air
Where there is a choice of airlines, check on their policy and attitude towards carrying disabled people; the facilities they have for them (both on the ground and in the air); the type of aircraft (some are more comfortable than others); the availability of special diets; the method of boarding and disembarking people; and so on.
The time of day for travelling can be important to someone with a disability, as can the difference between a non-stop flight or one which involves stopovers.
The most comprehensive advice on air travel for disabled people is found in 'Access to Air Travel', available fromRADARat a cost of £5 (for address, see box over the page). 'Flying High' costs £2.50 and is published by theDisabled Living Foundation, 380-384 Harrow Road, London W9 2HU (tel: (020) 7289 6111 (publication orders);or(0870) 603 9177 (information); minicom: (0870) 603 9176; e-mail:dlfinfo@dlf.org;web site:http://www.dlf.org.uk).'Door to Door - A Guide to Transport for Disabled People' is also available from RADAR at a cost of £8.
Each UK airport gives details of the services that they can offer to disabled travellers. For information contact the relevant airport. The 'Welcome to Gatwick' publication covers provision for disabled people at Gatwick Airport. This is available from Gatwick Airport Ltd, Gatwick, West Sussex RH6 0NP.
Further advice about air travel for disabled people is available fromPassenger Medical Clearance Unit, British Airways Plc, Health Services (HMAG), Waterside, PO Box 365, Harmondsworth UB7 0GB (tel: (020) 8738 5444; fax: (020) 8738 9644; web site:http://www.britishairways.com/health).
Details of facilities and services for disabled people at over 280 airports in 40 countries are contained in 'Access Travel; Airports', published by the US Department of Transportation, and available from Access America, Washington, DC 20202, USA.Publications such as these should only provide preliminary guidance; checking is still important.
Check to confirm the arrangements for checking in and boarding and remember that equal care is needed at the end of the journey; ensure any airport transfer arrangements are appropriate, and provide the traveller with the telephone numbers needed to confirm arrangements for the homeward journey; if there is a change in the time, airline or airport, the new arrangements will have to be checked for their suitability.
Sea
An increasing number of ferries have incorporated special facilities for disabled people and, where there is a choice of routes and/or companies, you can check which offers the best facilities. Not all the vessels in a fleet will have the same facilities.
Holiday Care keeps details of what is currently available; whether or not a ferry or hovercraft offers special facilities, it is still vitally important that the company is informed in advance that someone is disabled.
When booking a crossing for a disabled passenger, ensure the company knows the nature of the disability and the sort of help needed during the journey.
Cruises can be especially attractive to older and disabled people, and most shipping lines offering cruises or fly/cruises are used to carrying disabled passengers. However, the following problems should be borne in mind:
A cruise may not be feasible for someone who cannot walk at all and is unaccompanied;
Shore excursions may not be possible, especially if tendering is involved and passengers have to board launches;
Coaches on shore excursions are unlikely to have any special facility for a disabled person;
Bad weather can be distressing for everyone, but especially so for someone not too steady on their feet or a wheelchair user.
When booking a disabled client on a cruise, and they are a wheelchair user, obtain the following information before making definite reservations:
Width of lift floors, and whether they offer access to all parts of the ship;
Width of cabin and toilet/bathroom doors; whether the doors open outwards, and if not, whether they block the plumbing; whether any existing steps at the doorways can be ramped temporarily;
Whether any cabins have an extra basin in the room to save some trips to the bathroom; where they are located; how much they cost, and their location in relation to lifts etc;
Whether a wheelchair user is excluded from any part of the ship because of stairs, narrow doorways or other obstacles;
Which excursions ashore require a launch to be used, and whether help would be available if the stairs down to the launch cannot be used; whether the gangplank used by passengers is too steep for a wheelchair user, and whether the one used by the crew is any lower and could be used instead;
What special arrangements might be needed at the start and finish of the cruise;
What special diets are available;
Any restrictions on the type of wheelchair used;
Availability of laundry and/or launderette facilities.
Road and Rail
The provision of facilities for disabled travellers in coaches, taxis, hire cars and trains varies considerably from country to country. Even where there are specially adapted vehicles, as in the United Kingdom, these may not be available on all routes or at more than a few locations. Check with the relevant carrier for further information.
Rail companies in the UK have done much recently to improve the service offered to disabled passengers.
The 'Disabled Person's Railcard' gives discounts to holders and is available to people with a variety of disabilities. For information ask for the leaflet 'Disabled Person's Railcard' at stations, travel centres and post offices, which gives details and includes an application form. Application forms can also be obtained from National Rail's web site (http://www.nationalrail.co.uk).
Blind or partially-sighted travellers who do not have a 'Disabled Person's Railcard' are entitled to discounts on standard and season tickets. They may be accompanied by one companion who will be entitled to the same discounts. Guide dogs accompanying blind people are always conveyed free of charge.
Rail companies can give various types of assistance to disabled travellers, provided they arrange it in advance. They can contact their local station or ring National Rail Enquiries on (0345) 484 950. For full details ask for the leaflet 'Rail Travel for Disabled Passengers' available free from all stations and travel centres. The leaflet can also be obtained by post from Association of Train Operating Companies (ATOC), 40 Bernard Street, London WC1N 1BY.
Note:Since November 1989 all newlicensed London cabshave been equipped to carry wheelchairs. There are now approximately 3900 cabs that are capable of this, and it is hoped that by 1999 all cabs in service will be able to take wheelchairs on board. These cabs are available from cab ranks at stations, airports, hotels across London and can be hailed in the normal way.
The Disability Discrimination Act stipulates that all trains, trams and tube trains brought into use after 31 December 1998 should be accessible to disabled people and allow them to travel in safety and reasonable comfort. The Act, passed in 1995, should cause travel for disabled people on all types of public transport to become easier as time goes on.
Where there are no special facilities, it may still be possible for a disabled person to travel by road or rail, always ensuring that prior notification is given to the operator, giving precise details of route and timing. Where appropriate, help may then be provided.
Car rental
Some international car rental firms have cars equipped with hand controls for drivers with lower-limb disability. For further details, contact car hire companies.
Accommodation
The nature and degree of the disability will dictate the type of accommodation required. The points below will be important, and are particularly relevant to wheelchair users; however, when booking, ask what facilities will be needed for minimum and maximum comfort, request these facilities, back up your request with a letter, and ask for confirmation in writing that they are available.
Access
For wheelchair access, entrance or side doors need to be ramped or level, with a minimum width of 80cm (32in). Interior doors also need to be at least this width, with no steps leading into public rooms (restaurant, lounge, bar, toilets, etc).
There are many disabled people who do not use wheelchairs, but are unable to use steps or stairs. A number of accommodation guides, details of which can be obtained from Holiday Care, show where there are ground-floor bedrooms. Most of these also show where there is a lift available, so even if there are no ground-floor bedrooms, access may be just as feasible because there is a lift. If making enquiries about a hotel or guest-house with a lift, do make sure that the bedroom is as near to the lift as possible, and do ask whether there are any steps in the corridor between the lift doors and the bedroom.
General facilities
If ground-floor bedrooms are not available, there should be a lift large enough to take a wheelchair, ie at least 140cm (55in) deep by 1100cm (43in) wide.
Bedroom
The door should be at least 80cm (32in wide; there should be sufficient turning space for a wheelchair, ie 140cm (55in) by 140cm (55in), and free width of at least 80cm (32in) to one side of the bed.
Bathroom
The door should be at least 80cm wide; enough room is needed to enter in a wheelchair and close the door, with space beside the WC for a wheelchair to enable sideways transfer; support rails near the bath and WC are also needed.
Outside
There should be a route without steps and with a firm smooth surface which wheelchairs can use; this would ideally facilitate access to the swimming pool or beach without needing to negotiate steps; the availability or otherwise of a swimming-pool hoist should be indicated; the accommodation should be in a central position with shopping and entertainment facilities within easy reach, otherwise specially-arranged transport would be needed to enable disabled holidaymakers to go on trips or excursions.
The Accessible Symbol
The Hotel and Holiday Consortium, made up of 21 organisations including ABTA, the BTA and the British Hospitality Association, has drawn up a range of minimum standards which must be met by an establishment before the Accessible Symbol can be awarded. Requirements for the new symbol are as follows:
A public entrance to the building must be accessible to disabled people from a setting-down or car-parking point;
Where an establishment has a car park, a parking space must be reserved for a disabled guest on request;
Disabled people must have access to the following areas (if provided): reception, restaurant or dining room, lounge, TV lounge (unless TV is provided in the bedroom) and bar;
A minimum of one guest room with bath or shower and WC facilities en suite, which is suitable for a wheelchair user, should be provided. Where these facilities are not en suite, a unisex WC compartment and a bath or shower room suitable for a wheelchair user must be provided on the same floor level.