In South Africa, around 7,5% of the population have a disability, according to the 2019 General Household Survey by Statistics South Africa. This equates to around 4,5 million people. Worldwide, roughly 15% of the global population, about one billion people have a disability.
When disabled clients approach travel advisers to make travel arrangements and decide on itineraries and modes of travel, what questions should agents ask and what information should they seek from the traveller?
Travel News recently ran a poll asking readers whether they know the right questions to ask disabled travellers wanting to book a trip with their agency; 60% said “yes” and, perhaps a bit alarmingly, 40% said “no”.
Tarryn Tomlinson, Founder of LiveABLE Access Consultants and Able2Travel, told Travel News that the appetite for travel among disabled people in South Africa was growing steadily and that many preferred to use travel agents because it reduced the stress and uncertainty associated with planning an accessible trip.
“Travel agents can offer specialised knowledge, personalised services, and the ability to co-ordinate multiple aspects of travel, ensuring all accessibility needs are met. When working with disabled travellers, travel agents should ask certain questions that ensure their clients’ needs are met with care and attention.”
Tomlinson provided the following important questions for travel agents to put to clients:
Mobility and accessibility
- Do you use a mobility aid (e.g. wheelchair, walker, scooter)?
- What specific accessibility features do you need in accommodation (e.g. roll-in showers, accessible rooms)?
- Are you comfortable walking short distances, or do you require wheelchair-accessible transportation?
Health and medical needs
- Do you have any specific medical conditions that need to be accommodated during your trip?
- Will you need access to medical equipment, supplies, or assistance while travelling?
- Are there any dietary restrictions or allergies that we should be aware of?
Transportation preferences
- Do you need assistance boarding or disembarking from aircraft, trains, or buses?
- Are you travelling with a service animal? If so, do you need any special arrangements?
- Do you require accessible rental cars or private transportation during your trip?
Accommodation preferences
- What level of accessibility do you need in your hotel room (e.g. low-height beds, grab bars, emergency features)?
- Do you need a ground-floor room or an elevator in the accommodation?
- Would you prefer a specific type of accommodation (e.g. hotel, resort, accessible vacation rental)?
Activity and excursion considerations
- Are there any specific activities or excursions you are interested in that require particular accommodations?
- Do you need accessible options for tours or sightseeing?
- Are there any physical limitations that should be considered when planning activities?
Communication and assistance
- Do you have any hearing or visual impairments that require special communication methods?
- Will you be travelling with a companion or caregiver? If so, what assistance do they provide?
- How can we best support you during the planning process to ensure your needs are fully met?
Travel insurance
- Do you have travel insurance that covers any specific needs related to your disability?
- Would you like assistance in finding travel insurance that caters for accessible travel?
“These are some of the questions that will help travel agents provide personalised service and create a seamless, enjoyable experience for disabled travellers,” said Tomlinson.
