Perspectives on experiences of tourists with disabilities: implications for their daily lives and for the tourist industry

Abstract

This study attempts to understand how people with disabilities (PwDs) interpret the dimensions that they consider important when on holiday. By understanding these dimensions, it becomes possible to identify and remove barriers to holiday-making and improve customer satisfaction. In particular, the study focuses on (a) what having a holiday means for PwDs and how travelling affects their lives; (b) the process of decision-making when PwDs organise a tourist experience; and (c) the roles played by travelling companions, associations and tourism companies. To that end, rich qualitative data were collected through 25 in-depth interviews with people with reduced mobility. Findings suggest that tourist experiences had a decisive impact on the perspective that PwDs have of their disability in their daily lives, with the feeling of independence being a crucial aspect. Factors such as limited negotiating scope, necessity of a care assistant, knowledge of the destination language or availability of state aid influence the decision-making process. Due to a particular service provided at Spanish stations, It is found that the train is the most valued transport for PwDs within Spain. This study contributes to accessible tourism theory by providing insights into the complexity of travelling with a disability and its impact on people’s daily lives.