Travel agencies advised to understand client needs

Travel agencies are being encouraged to carefully identify the specific needs of clients with disabilities to ensure their trips are accessible and accommodating. This includes understanding requirements related to mobility, fatigue, on-site care, dietary needs, and potential anxieties about travel.

Questionnaires recommended for clarity

Annette Masson, president of the association Tourism and Disabilities, suggests using a questionnaire to collect necessary information, even if some questions may seem intrusive. This includes details like whether the traveler uses a manual or electric wheelchair and if they can travel by plane or train.

Direct communication builds trust

Tharith Tep, founder of the tour operator Le Monde en Fauteuil, who uses a wheelchair after a double stroke, advises asking directly: "Do you have specific needs? How can we help you?" He emphasizes the importance of building trust through open dialogue and spending time to understand each traveler's unique situation.

Verifying accessibility is essential

Once needs are identified, agencies must verify the accessibility of accommodations, activities, and common areas. A February 2023 study by the Direction of research, studies, evaluation and statistics (DREES) found that 7.6 million people aged 15 or older in France were affected by a disability in 2021.

Accessibility must cover the whole journey

Accessibility must be ensured throughout the journey, from the traveler’s home to the train station or airport and then to the accommodation and activities. Agencies must understand how to make reservations and what information to collect from suppliers, especially for flights where technical constraints can be significant.

Specialized equipment and services are needed

Tharith Tep organizes pickup from train stations for his stays in France, using adapted vehicles for groups of four people in wheelchairs. He also works on the rental of medical equipment delivered directly to vacation locations. Jennifer Weber recommends including rest times and providing sufficient margins for transfers and connections.

Adapting to daily needs is crucial

The time needed for washing, dressing, or moving can change the organization of a day, and it is necessary to adapt the program to the traveler's needs. Unexpected events must also be anticipated, and transparency remains essential. If an activity is not feasible, it must be clearly stated, and an alternative should be proposed.

Training and collaboration improve accessibility

Agencies can start by formalizing their checks and training their teams, as well as developing a network of specialists. Annette Masson encourages professionals to approach the Tourism and Disabilities association to better understand accessibility criteria. Yoola offers a housing solution with Handi Oasis, a concept of vacation homes fully adapted for people with disabilities.