The key issues for the assessment of an accessible venue, destination or experience can be organised under the four headings given above:

• Access to information – includes possibilities for everyone to find clear, reliable and up-to-date information about accessibility and available services both online (Web, mobile apps) and at the venue. Information provision should consider the range of customers’ cognitive abilities, knowledge of language(s), reading ability, sensory abilities (visual, hearing and tactile), use of assistive communication devices (e.g. hearing aid, screen reader); use of icons and pictograms, the design of signage and legibility of texts (captions, brochures, menus , etc.)

• Access to public transportation – includes provision of information about routes, timetables and services in accessible and alternative formats; provision of adapted vehicles, boarding points and transport terminals, suitable for wheelchair access; provisions for passengers who are blind, deaf or have vision or hearing impairments to orient themselves by means of visual and verbal announcements of routes, travel direction and stops, preferably in real-time; policies in place giving priority spaces in vehicles to wheelchair users and priority seating to persons with disabilities and frail persons/pregnant women; training of drivers and conductors in disability awareness, accessibility and customer service.

• Physical accessibility – includes possibilities for everyone to access and move independently and use the space and the components in it (fixed and mobile furnishings, equipment, objects, technological elements, systems and their terminals), in an equal, inclusive, non-discriminating and non-marginalizing way, in autonomy, comfort and full safety.  Physical access should consider the range of customers’ stature and size, strength, stamina, health condition, walking ability, use of mobility devices, (affecting space requirements and need for level access), ability to manipulate objects and controls (e.g. door handles, shower taps) and use of other assistive devices.

• Access to services – includes possibility for each and every visitor to participate, understand and enjoy the experience offered in its variety and complexity (culture, sport, leisure and entertainment, relaxation, itinerary, wine and cooking, etc.). As far as possible, persons with disabilities or specific access requirements should enjoy the services offered in a manner which is the same or equivalent to all other visitors, and without discriminatory charges for “special services”. (The aim of the tourism provider should be to spread the costs of dedicated services for persons with disabilities over the whole service provision budget). Training of service personnel in disability awareness, accessibility and customer service.    

 Contents developed by:
1). CPD – Consulta per le Persone in Difficoltà ONLUS
2) ENAT – European Network for Accessible Tourism  www.accessibletourism.org