Accessible tourism training: understanding customer needs (opens in new window) is a free online training course aimed at travel agents, tour operators and other front-line travel industry staff.
This interactive training provides an overview of the importance of accessible travel and why it makes good business sense to meet the diverse needs of customers.
It is made up of two courses:
- demystifying accessibility: intended for all travel industry staff and offers an introduction to accessible tourism. It provides a broad overview of what staff need to know about improving service, for example being aware of access requirements and potential issues, and meeting customer needs
- inclusive travel: making business sense: aimed at senior staff, helps travel businesses decide what changes to make to become a more suitable proposition for the accessible tourism market
Both modules form part of ABTA’s accredited professional training scheme.
This project links in with our work on air travel accessibility.
Under European law (EC1107), disabled passengers and those with limited mobility, have a right to assistance when they fly to, from and within Europe.
The EC1107 regulation applies to tour operators and travel agents as well as to airports and airlines. It covers the whole of the air travel process including booking flights, arriving at the airport, checking in, getting on and off the plane and leaving the airport.
Tour operators and travel agents are expected to pass on the needs of disabled passengers to the airlines and they in turn must inform the airports of the individual services required. However, experience to date has shown that customers do not always pre-notify their assistance needs and when they do, sometimes the information is not passed on correctly to airlines and airports.
Last updated: 05 Sep 2018