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Co-funded by COSME - Programme for the Competitiveness of Enterprises and SMEs 2014 - 2020 --

COS TOUR 2015-3-04-1 - Project number 699589

ATTIMOAccessible Transnational Thematic Itineraries and InterMOdality

Guidelines to implement Accessible TourismFacilities and Services

Project Deliverable D2.1

and the European Commission cannot be held respon-

contained therein.



2

Contract No.: 699589

Project Acronym: ATTIMO

Work Package No.: 2

Deliverable No.: D2

Distribution level:

Contractual month of submission(of 1st version):

PM05

Real month of submission(of 1st version):

31.10.2016

Date of submission of this version: 06.12.2016

Version No.: 2

Number of pages 38

Project partner responsible: Primavera 85

Authors(name/partner organisation):

-

Abstract (for dissemination)



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Document History

Edl Rev Date Dissemination Desciption Action Pages0 1 31/10/2016 Public C 361 2 05/12/2016 Public C 38

References & Applicable Documents

Document Title Reference (File name) CategoryProject Archive C

C

Project Archive C

Project Archive



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Summary

1. Introduction 06

2. Tourism for all, an opportunity 08

3. For a quality customer care: knowing the need of tourists 13 3.1 3.2 3.3 3.4 3.5 cultural barriers

5. Cost effective solutions for great accessibility improvements 25 5.1 5.2 more accessible

EntrancesIndoor spacesToilets and bathrooms

6. Marketing accessible tourism: “Pantou” the European 30 online Accessible Tourism Directory

7. ATTIMO’s instruments for the tourism destination marketing: 32 the intermodal Journey Planner

8. References and webliography 34 8.1 About disabilities 8.2 8.3 8.4 8.5 8.6



1. Introduction

-

- “Workshop on Social Enterprises”

- “Romea Strata on the way” -

Primavera 85 also participated to “EducTour” Agricycle -

-

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1. Introduction

Tourism operators can implement their accessibility by: - understanding the setting where they works;- understanding the needs of potential customers,- making their services recognizable and accessible,- communicating in a transparent, reliable, simple and effective manner.

To facilitate the stakeholder in the reading of this document, we have decided to underline the main concepts, the main data and tips in different colours

dataconcept tips

concept



2. Tourism for all, an opportunity

1

1.2 billion people travelled to a foreign country in 2015 and their number is expected to reach 1.8 billion in 2030.

a study carried out by the EU Commission2 found out that accessible tourism services in Europe constitute approximately only the 9.2% of the overall supply of tourism services.

premises. Accessible tourism for all

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data

data



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tourism experience.

Those destinations that create environments, products and services suitable for people with spe--

ing economic returns, enhancement in their competitiveness.

This equates to approximately 15% of the world population having a physical, mental or sensory disability.

destinations if they take the necessary steps to improve their accessibility.

under way. In 2015, there were 617 million people aged 65 or over in the world3, comprising 8.5% of the global population. Their number is projected to increase more than 60 percent in just 15 years: in 2030, there will be about 1 billion older people globally, equivalent to 12.0 % of the total population. The share of older population will continue to grow in the following 20 years: by 2050, there will be 1.6 billion peo-ple aged 65 or over worldwide, representing 16.7 percent of the total world population.

data

data



estimate its economic impact .

According with this study, in 2011 there were 138.6 million people with access needs in the EU (around 27% of total population), of which 35.9% were people with disabilities aged 15-64, and 64.1% were the older population aged 65 or above. In 2012, people with access needs in the EU took approximately 783 million trips, thus generating a total gross value added contribution of about €356 billion and a total employment of about 8.7 million persons.

However, the overall potential is far greater: if it would be possible to increase the accessibility

the current contribution by roughly 36%.

contrary, they usually prefer or need to travel with relatives or friends. According to the previous study, on average, people with access needs in the EU travel with about 1.9 companions. Therefore if we

the travel companion effect is taken into account.


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data



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the others: if one of the elements is weak, from the quality and the fruition point of view, the holiday can be strongly compromised as a whole.

Destinations should therefore create a comprehensive supply of Tourism for All products and services in which all the elements of the supply chain (reservation systems, accommodation, transport, etc.) are easily accessed.

but tourists like the others: they do not form a homogeneous group and they do not constitute a separate market segment, but they belong to different segments.

concept

concept

tips




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3. For a quality customer care: knowing the needs of touristsAs the 5

should be overcome.

sound knowledge

• Physical disability• Sensory disability• Mental and psychical disability• Other types of disabilities

3.1 People with physical disabilities



3.2 People with sensory disabilities

• visual limitations

3. For a quality customer care: knowing the needs of tourists

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15


3.3 People with mental and psychic disabilities




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17 17

Disability Tips

Phisical

Sensory

understood.




18 18

Disability Tips

Mental

• have appropriate devices that

Other

the environment and the composition

For dietary needs or diabethes:

For allergies and asthma:




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Cultural barriers

encounter.

• it is not a disease



• A person with disability is a person in a wheelchair: NOT ONLY• A disability is an illness: NOT TRUE

• Customers with disabilities are poor: NOT NECESSARILY

• A person with disability needs our protection: NOT NECESSARILY

• Having a disability makes a person different: NOT TRUE

• Being a person with disability means being mentally retarded: NOT TRUE

• Be available and polite;• try to have a natural attitude, if you feel embarrassed remember that it is normal there is no reason to worry about this. In relations with disabled customers there are no special requirements: just professionalism and quality in response to the various needs;• speak directly to the person and not to any companions;• when you talk avoid the use of codes at least in direct contact: for example in the case of an airline do not speak about chair type WCHC (Wheel Chair Cabin) but about a passenger in a type C wheelchair;• try to use appropriate terms, avoiding irritating expressions such as: "handicapped", "invalid"

"disabled person". There is no need to feel embarrassed by the use of common expressions such as “see you later” when speaking with a blind person;


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tips



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• when it is not possible to satisfy the demands of the disabled customer explain the reasons without any embarrassment;• ask before helping; the person should be left to act autonomously as much as possible, if s/he needs help s/he will ask;• if help is requested, do not be afraid to ask what is the best way to help;• be patient, usually more time is required with the client;• don’t treat adults as children;• try to eliminate any obstacles to communication, for example if the reception desk is too high and the customer is a wheelchair user, move to a sitting area or small table• make it possible for persons with impaired sight to explore the environment and objects by touch

• The customer with disability is no different from other customers• The word "disabled" does not identify a separate group of people. Each one of us has their own individualism: some of us can do things which others can't and vice versa.• Certain kinds of disabilities are easily perceptible, others are less evident or can be confused with other manifestations• Certain disabilities are permanent, others temporary• A person with disability should not be considered sick. Disability and illness should not be confused• Older people do not like being considered disabled even if old age can produce a certain reduction in mobility, sight and hearing.

tips

tips



participate and use in the area

main functional spaces

has to be the possibility to take part in the main activities

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concept



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• arriving

• getting in

• enjoying

• parking areas• outside/inside pathways; • entrance• functional spaces• equipment• equipment for communication and information

There are different techniques to report information

• synthetic repor

• analytic report

concept

concept



her particular needs.

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5. Cost effective solutions for great accessibility improvements

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5.1 The 7 principles of Universal Design

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Principle 1:Equitable Use

-

abilities.

Guidelines: 1a.

1b.1c.

1d.

Principle 2: Flexibility in Use

-erences and abilities.

Guidelines: 2a.2b.and use. 2c. -sion. 2d.

-




Principle 3: Simple and Intuitive Use

concentration level.

Guidelines: 3a.3b.intuition. 3c

3d.importance. 3e.

Principle 4: Perceptible Information

-Guidelines: 4a.

-

4b. -

4c. -tion. 4d.

-

4e.

Principle 5: Tolerance for Error

-

actions.

Guidelines: 5a.

--

5b.5c.5d.

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Principle 6: Low Physical Effort

- Guidelines: 6aposition. 6b6c6d.

Principle 7:Size and Space forApproach and Use

-

Guidelines: 7a.

7b -

7c.

7d.assistive devices or personal assistance.

5.2 From principles to reality. Easy tips to make your facility more accessible

• Horizontal mobility (overcoming distances)• Vertical mobility (overcoming the different level of steps)• The use of environmental units (A carefully planned indoor environments with an arrangement of furniture)

PARKINGtips




STAIRS AND STEPS

ENTRANCES

INDOOR SPACES

TOILETS AND BATHROOMS

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tips



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SIGNAPOST AND SAFETY SIGNS

tips



6. Marketing accessible tourism: “Pantou” the European online Accessible Tourism Directory

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“Pantou”, the European Accessible Tourism Directory is a website, funded by the European Commission, supporting the tourism industry and especially the small and medium-sized enterprises.

The “Pantou” web site presents the Directory of suppliers of accessible tourism services in all European Union and Accession countries

Europe-inbound customers.

suppliers across Europe.

Accessible for All.

The Pantou Directory:

looking for when planning a visit;• promotes European accessible tourism suppliers, showing places to go and things to do – in safety and with convenience and comfort.

Commission

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concept



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6. Marketing accessible tourism: “Pantou” the European online Accessible Tourism Directory

Comprehensive services

Accurate and reliable information

Pantou Access Statement

The added value of the Pantou Access Statement • Raises the awareness of the supplier about the access issues that are important to the visitors.• Feedback and advice is given by ENAT experts on any statements that are not adequately

• The suppliers can publish the Pantou Access Statement as accessibility information on their own websites. • The Access Statement is offered as an open resource for all tourism suppliers who offer accessible services, anywhere in the world. • It may be copied and used "as is" for educational or professional purposes, on condition of mentioning the name

9.

concept



7. ATTIMO’s instrument for the tourism destination marketing: the intermodal Journey Planner

paths in Styria and in Veneto• a culturally religious itinerary based

• an eno-gastronomic route based on the promotion of local traditional food products.

• Information about the accessibility conditions for each present site of interest along the way (type of input, bathrooms, elevators etc)• Possibility to choose the way totravel through the route (on foot, by bike, by car etc), also changing means of transport on the way.

The intermodal journey planner which is foreseen by the ATTIMO project partnership is in fact a connecting bridge between the offers available of an area and the tourists who seek them.

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7. ATTIMO’s instrument for the tourism destination marketing: the intermodal Journey Planner

How can a tourism facility or service get into the “Intermodal journey planner” as a “point of interest”

• Name and type of the site of interest • Address and GPS coordinates • Short description and contact information• Opening hours and periods of seasonal closure • Cost of the ticket, service fees, when applicable• location and features of parking areas • location and features of the entrance (presence of steps or ramps, handrails, lift etc...)

• Report the presence / absence of lifts, elevators or stair • Report the presence / absence of equipped bathrooms • Exterior and interior photos of the site • How to get to the point of interest (distance from bus/train station and type of road surface)



8. References and webliography

10.

1) About disabilities

2) Rights of People with Disabilities United Nations Standard Rules on the Equalization of Opportunities for Persons with Disabilities

The Declaration of Barcelona

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35


Madrid Declaration about Discrimination

The United Nations Convention on the Rights of Persons with Disabilities

It can be retrieved at

European Disability Strategy 2010-2020: A Renewed Commitment to a Barrier-Free Europe is the result

It can be consulted at

3) Accessibility

Design for All and Tourism for All




4) Tourism for all

Recommendations on Accessible Tourism

“A world for Everyone: Declaration from the Word Summit on Destinations for All”-

5) Studies, Market analysis and good practices in Tourism for All

Accessibility Market and Stakeholders Analysis, One-Stop-Shop for Accessible Tourism in Europe

Accessible Tourism: Concepts and Issues

Accessible Tourism – The Ignored Opportunity

Best Practice in Accessible Tourism. Inclusion, Disability, Ageing Population and Tourism

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Economic Impact and Travel Patterns of Accessible Tourism in Europe

EU Study: Mapping the Skills and Training Needs to Improve Accessible Tourism Services in Europ

EU Study: Mapping and Performance Check of the Supply of Accessible Tourism Services in Europ

New Opportunities for the Tourism Market: Senior Tourism and Accessible Touris

Universal Design for Customer Engagement Toolkit

6) Training coursesProject EU.FOR.ME

Project ITTI

Project ETCAATS

Project T-GUIDE




Project APP-TOUR-YOU

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