Tours & excursions

Customer rights

Often tours and excursions are difficult to access for people with disabilities, as they may not receive sufficient assistance or information.

Correct information about accessible infrastructure is a prerequisite for persons with disabilities when travel planning. Necessary accessible infrastructure on tours and excursions may include barrier-free restrooms, restaurants, or vehicles, the availability of parking spaces for wheelchair users, as well as specific markings for people with visual impairments or sign language for people with hearing impairments. Furthermore, tours and excursion operators sometimes charge more for persons with disabilities. Tours and excursion providers should inform their customers about the accessibility of their products (including arrival and departure).

National park: Accessibility
Accessible cities
Accessible Travel: Barriers at car rental services
National park: Accessibility

Sigrid Arnade uses a wheelchair and has visited western United States in a camper. She complained at a National Park’s office, as the park’s sanitary facilities were not accessible for persons in a wheelchair. She thereby referred to the “Americans with Disabilities Act”, a U.S. law which came into force in 1990 and prohibits discrimination based on disability. The park ranger responded positively to the complaint, assuring that the facilities will be upgraded.

Accessible cities

The European Network for Accessible Travel provides a list of accessible cities, including news on developments in accessibility in these cities.

In May 2010, the European Commission has launched the European Award for Accessible Cities (see link below). The award is given to the city that

  • has demonstrably improved accessibility in fundamental aspects of city living, such as environment and public spaces, transport and related infrastructure, information and communication, including Information and Communication Technologies (ICT), as well as public facilities and services.
  • is committed to continued improvements in accessibility in a sustainable way
  • can act as a role model and encourage the adoption of best practices in all other European cities.
Accessible Travel: Barriers at car rental services

Driving a hard bargain: transfer and car rental services 

Ground transportation can be a challenge, whether that is airport transfers or car rental services. At international destinations in particular, there is a lack of reliable information from accessible transfer providers covered to the visitor. Standardisation and clear information about meeting points could make a significant difference. Another barrier is the cost and availability of accessible rental cars. A significant problem – both for transfers and car hire – is lack of proper signage and reliable content which provides travellers with information on accessible transfer providers and rental options at different destinations.

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Take action

Communication and reporting

  • Communicate proactively on the accessibility of your services.

Responsible product development

  • Develop products suited for people with disabilities.

Find more information on potential measures to take on the "take action" site. 

Learn more

Find more information in the Resource Centre.