AUSTRALIAKEY FINDINGS
2022
Exploring barriers to travel
among disabled peopleCredit: Tourism Australia

BOOKING AND
PLANNING TRIPS
Three in ten feel that they shouldn’t have to use specialist
travel agents or providers.
Half of disabled Australian holidaymakers (49%) book directly with a travel provider
when booking their holiday, making this more common than just using a travel agent(28%) or using both (13%).
A fifth (20%) say they solely use travel agents or providers that specialise in holidays
for disabled people when booking their holiday. Two-fifths (41%) say they use travel
agents or providers that do not specialise in holidays for disabled people and theremaining two-fifths (39%) use both. Overall, the majority (59%) are using a disabled
specialised provider at least some of the time.

49%

of disabled Australianholidaymakers book directlywith a travel provider whenbooking their holiday.
2Booking and Planning Trips
The reasons for not using disabled specialist agents or providers are more likely tobe due to not feeling like they should have to, rather than anything to do with theservice they offer.
Of those who don’t use specialist agents or providers, three in ten (28%) say they
don’t feel like they should have to.
Additionally, over two-fifths (44%) don’t need to use specialist travel agents orproviders, and a further two fifths (43%) didn’t know they existed.
Just under one in ten (8%) said there are not enough specifically accessible
providers, and the same proportion (8%) said they don’t offer the types of holidays
they like. Just 4% said they haven’t had a good experience using one in the past.

The reasons for not using disabled specialist agents orproviders are more likely to be due to not feeling likethey should have to, rather than anything to do withthe service they offer.

Reasons for not using travel agents or providers thatspecialise in holidays for disabled people, among those
who don’t use them.
I don’t need to44%

I didn’t know they existed

43%
28%

I don’t feel like I should have to19%

All travel providers should be accessible
They were more expensive than nonspecialist travel agents or travel providers

14%

They don’t offer the types of holidays I like8%

There are not enough providers thatare specifically accessible

8%

I didn’t have a good experience
using one in the past

4%

They tend to be accessible to some but not all

4%
3Booking andPlanning Trips
One in ten find booking aholiday online difficult.
A quarter (24%) of Australian disabledholidaymakers say they find it
difficult to book a holiday online on asmartphone. This is compared to afifth (19%) who find it difficult to bookover the phone, 15% in person and one
in ten (10%) online on their computer.

24%

of Australian disabledholidaymakers say they find
it difficult to book a holiday
online on a smartphone.

Extra steps taken to ensure trips are as accessible.
32%

Get a doctor’s letter to bring medication or medical equipment through customs

30%

Pay extra for health and travel insurance
Factor extra time into travel

24%

Research accessible local attractions

23%

Spend time arranging support

21%

Spend extra time searching for features not listed under accessibility features21%

Get a doctor’s letter for fitness to travel

21%

Pay extra for more space

17%

Research restaurants that accommodate dietary or access needs

17%

Pay for extra luggage

16%

Pay for priority boarding

15%

Book back-up accommodation or transport in case things go wrong

12%

Go business or first class

12%

Pay for a personal assistant’s travel

8%
4Booking and Planning Trips
Almost a third have to pay extra for health andtravel insurance, amounting to nearly AUD $560.

Travel insurance is a pain for people with adisability. The treatment is not equal at all,and I pay a very high premium.

Over three in four (76%) disabled people in Australia said they have to do
extra planning before a holiday to make sure it is accessible for them.
For disabled people, this most commonly involves having
to factor extra admin and costs into their trip.
A third (32%) have to arrange a doctor’s letter to bring
medication or medical equipment through customs.
A slightly smaller proportion (30%) said they have to pay extra for health andtravel insurance, paying on average AUD $560 to ensure they’re covered.
Respondents also reported having to factor in extra time,
both into travel (24%) and arranging support (21%).

76%

30%

said they have to pay extra for
health and travel insurance,paying on average AUD $242
to ensure they’re covered.

of disabled people in Australia said they
have to do extra planning before a holiday
to make sure it is accessible for them.
5Booking and Planning Trips
A holiday costs a disabled
person AUD $1,786.20.
A disabled holidaymaker in Australia spends on average
AUD $1,786.20 on a single trip, rising to AUD $1,912.70 among
men and dropping to AUD $1,692.70 among women.

Sydney considered the most accessible city.
Of those who have visited the most travelled
cities in the world, disabled people in Australia
said that Sydney was the most accessible.

Of those who selected Sydney, 49% said this is because
it has accessible transport links, while 45% said it has
a wide variety of accessible accommodation close tocultural attractions, shops, and restaurants. Two-fifths
said it’s because the information is easily accessible(43%). Interestingly a fifth (20%) said it’s because cultural
attractions are free or discounted for disabled people.
The top five accessible cities, as voted by the surveyparticipants of Australia are listed below.
• Sydney (Australia) - 41%• Singapore - 13%• London (UK) - 11%• Los Angeles (USA) - 6%
• Tokyo (Japan) - 6%

49%of those who selected Sydney
said this is because it hasaccessible transport links.

Cities voted the most accessible:
Sydney(Australia)

41%

Singapore

13%

London(UK)11%

Los Angeles(USA)6%Tokyo(Japan)

6%6Booking and Planning Trips
Three in five have been left in a difficult situation while
travelling, causing stress and discomfort.

Situations that have occurred due to travel agents orproviders not being accessible to disabled people.
21%

Getting lostThree in five (60%) listed at least one challenge they faced while travelling
due to the agent or provider they were using not being accessible todisabled people.

Missing transport

18%

Transport or accommodation not
being accessible as expected17%

A fifth (21%) recall getting lost. They also faced issues with transportwith almost a fifth (18%) missing transport and a similar proportion (17%)
reporting that their transport or accommodation was not as accessible
as expected.

Staff not being told about my accessibility needs

16%

Not being able to go to the toilet

16%

Being stuck on transport

15%

Respondents also said the staff were not told about their accessibility
needs and that they were unable to go to the toilet (both 16%).
Over two in five (43%) of those who experienced something happening tothem due to the travel agent or provider not being accessible, said thiscaused them stress. A slightly smaller proportion (39%) said the situation
made them feel uncomfortable, and a quarter (28%) felt embarrassed.
Concerningly, a fifth reported feeling scared or unsafe (18% and 21%
respectively). Positive emotions such as feeling reassured or supported
were only felt by 10% who went through the experience of travelling.

Accessible accommodation no longer available

12%

Accessible transport arrangements
being cancelled

11%

Emergency cords not functioning or not available

9%

Medical or mobility equipment
being lost or damaged

9%

Inappropriate adjustments being made7%
7Booking and Planning Trips
A third of those caught in a negative experience
had to get out of it on their own.
A third (34%) of those who had a bad experience had to get out of the situationon their own, while a quarter (24%) had to call upon a friend or family member
to help. Three in ten (30%) said someone travelling with them helped them outof the situation. However, for one in four (25%), a stranger helped them.
Of those who said they experienced something due to a provider or agent not being
accessible a fifth (22%) said it was not resolved. A third (32%) said it was resolved,
albeit slowly, and only 18% said it was resolved quickly. Reassuringly, over two in five(44%) of those who said the situation was resolved, said they were happy with theoutcome, and only 16% were unhappy. One in three (32%) complained to the provider
directly. Of those that did not, the main reasons were because they thought thatthe provider wasn’t likely to change (27%) or they didn’t feel comfortable (30%).
These findings suggest a clear need for travel providers and agentsto make improvements to not only resolve but also prevent situations
occurring that cause stress and discomfort to disabled people.
This is ever more important given that almost two-fifths (37%) of those who’ve
had a bad experience with travel agents or providers have told other people
about their experiences, and 31% have stopped using the provider altogether.

34%of those who had a badexperience had to get out of thesituation on their own, while aquarter (24%) had to call upon afriend or family member to help.

Have more knowledge about a range of disabilities.
Don’t be dismissive of people’s constraints. Askquestions about the situation if you are not sure.
8MAKING
IMPROVEMENTS
Being treated with respect is the most importantconsideration for disabled people, but they also expect
travel agents and providers to improve accessibility.
While accessibility factors, such as having a range of accessible
transport or accommodation, or an accessible website, are important
to two-fifths of disabled people when choosing a travel agent orprovider (41% and 39% respectively), the most important factors
influencing choice are more centred around how they’re treated.
9Making Improvements

Factors travel agencies and providers need to improve on.

Three in five (60%) disabled people say they choose a travel agent or provider basedon whether they treat disabled people with kindness and respect. Furthermore,
half (48%) say they choose based on whether they understand their needs.
However, while being treated with respect is most important when choosing a
travel agent or provider, it’s not necessarily the area travel agents need to improveon the most. While 60% said they choose a provider based on whether the staff
treat them with kindness and respect, only 32% said they need to improve on this.
Respondents were more concerned with travel agents and providers
having staff that understand their needs (37%). A similar proportion(36%) also said they need to improve on showing a demonstrated
understanding of disability and the needs of disabled holiday goers.

60%

said they choose aprovider based on whether
the staff treat them withkindness and respect.

Be more understandingof any person who
shows signs of physicalor mental or emotionaldifficulties in every
circumstance.

Staff that understand my needs

37%

Demonstrate understanding of disability
and needs of disabled holiday goers

36%Details of accessibility andadjustments for travel facilities

33%

Website mentions accessibility of hotels or activities

32%

Staff that treat me with kindness and respect

32%

Range of accessible transport or accommodation

30%

Encourages conversation to discuss my needs

28%

Accessible website

23%
10

Making Improvements
Travel providers need to provide better accessibility
contact information on their websites.

Have more empathy
and understanding
with a passengers’
needs or disability.

While disabled people found accessing websites on their computer theeasiest platform for booking a holiday (65% said it was easy) it’s importantthat adjustments are made to ensure the process is accessible for all.
Of those who said it was difficult booking a holiday online, 42% said this was dueto there being limited or no contact options to ask questions. Over a third (36%)
said it was due to needing to print documents and slightly less (35%) said there
was a lack of clear instructions on how to book or reserve the trip. A further third(32%) said there was a lack of accessibility information for the travel facilities.
A fifth said that complex or confusing language on information pages
makes the process difficult for them and that website functions(for example filters, search functions or calendar formatting) do
not always work with assistive technology (both 21%).

Accommodation providers need toimprove on providing grab rails.
Over four in five (84%) of disabled people think that accommodation providers
need to improve on at least one feature to be more accessible to disabled people.

42%of those who said it was difficult booking aholiday online, said this was due to there being
limited or no contact options to ask questions.

This most commonly included improving fixed grab rails (24%), which
was closely followed by 23% that said accommodation providers needto improve on providing ground floor facilities. Medical support available
locally and accessible transport links are important for a fifth (both 20%).
Slightly less (19%) said they need to improve on providing quiet areas.
11Making Improvements
Features accommodation providers need to improve on to be more accessible to disabled people.
24%
23%

Fixed grab rails
Ground floor facilities

20%
20%
19%

Medical support available locallyAccessible public transport links
Quiet areas

16%
15%
15%
14%

Mobility equipment
Emergency call options
Wide doorways and large spaces
Mental health support available locally

12%

Adjustable furniture (for example, height adjustable bed or bed raisers)

10%
10%

Assistance dogs permitted
Written signage throughout the building and outside areas
Nearby bedroom for my carer
Hearing loop

6%5%12