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TOURISM PATTERNS AND EXPERIENCES OF NEW SOUTH WALES PEOPLE WITH A PHYSICAL DISABILITY

Copyright Tourism New South Wales, 1998 Published by Tourism New South Wales GPO Box 7050, Sydney NSW 2001 Author: Simon Darcy School of Leisure and Tourism Studies Faculty of Business University of Technology, Sydney Ph: 61 2 9514 5100; Fax: 61 2 9514 5195; e-mail: simon.darcy@uts.edu.au Tourism New South Wales encourages the use of this publication, subject to receipt of permission from the author prior to reproducing any part, except in the case of brief quotation embodied in critical articles and reviews which may be used freely.

Printed in Australia May 1998 DISCLAIMER Any representation, statement, opinion or advice, expressed or implied in this publication is made in good faith but on the basis that the State of New South Wales, its agents and employees are not liable (whether by reason of negligence, lack of care or otherwise) to any person for any damage or loss whatsoever which has occurred or may occur in relation to that person taking or not taking (as the case may be) action in respect of any representation, statement or advice referred to above. ISBN 0-7313-5500-8

Photographs on cover: Hyde Park Barracks, Sydney (Tourism New South Wales) Ferry, Sydney Harbour (Tourism New South Wales) Access in National Park (NSW National Parks and Wildlife Service) Dorrigo National Park, North Coast (Tourism New South Wales) The 1998 Oz Day 10K International Wheelchair Road Race, Sydney (Tony Parkes FAPS)

MINISTERS MESSAGE
For the first time in Australia, empirical quantitative research on the tourism market for people with a disability has been undertaken. The actual travel patterns and experiences of this sector of the tourism market have been identified as opposed to the myths that have surrounded the market in the past. Anxiety to access: The Tourism Patterns and Experiences of New South Wales People with a Physical Disability is a ground breaking report in terms of its scope, detail and approach. The report highlights that people with a physical disability do travel, spend money and would like to travel more. The significance of the market to New South Wales is demonstrated by estimates of market expenditure in New South Wales on trips which exceed $150 million annually and day trips which exceed $97 million annually. The data contained in the report is an important resource for the tourism industry and government to use and will help to address accessibility issues, especially in the lead up to the Sydney Olympic Games and the Paralympic Games in 2000. The Government is committed to working with the industry to improve the services offered to people with a disability. This report provides for the first time, a sound basis upon which balanced decision making can be taken to increase New South Wales' share of this important market.

BOB DEBUS Minister for Tourism

Contents

Acknowledgments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . v Abbreviations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vi Executive Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii Chapter One Introduction 1.1 Study Focus . . . . . . 1.2 Study Context . . . . . 1.3 Aims and Objectives 1.4 Methodology . . . . . .

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Chapter Two Background Notes on People with a Disability 2.1 Terminology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 2.2 Market Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 2.3 Legislative and Policy Responsibility. . . . . . . . . . . . . 13 2.4 The DDA and Service Providers. . . . . . . . . . . . . . . . 18 2.5 People with a Disability as Consumers . . . . . . . . . . . 18 2.6 Tourism Industry - Growing Importance . . . . . . . . . . 19 2.7 Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Chapter Three Demographic Information 3.1 Type of Disability. . . . . . . 3.2 Main Mobility Aid . . . . . . 3.3 Travel Dependence . . . . . 3.4 Lifestyle Situation . . . . . . . 3.5 Income . . . . . . . . . . . . . . 3.6 Educational Level Attained 3.7 Gender and Age . . . . . . . 3.8 Postcode . . . . . . . . . . . . .

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Chapter Four Domestic Tourism Patterns 4.1 Domestic Travel and Number of Trips . . . . . . . 4.2 Main Destination of Last Trip. . . . . . . . . . . . . . 4.3 Month Returned and When Last Trip Occurred . 4.4 Nights Away on Trip . . . . . . . . . . . . . . . . . . . 4.5 Main Reason for Trip . . . . . . . . . . . . . . . . . . . 4.6 Accommodation - Main Type/Access/Accuracy . 4.7 Main Transport Used To Reach Destination. . . . 4.8 Combined Transport at Destination . . . . . . . . . 4.9 Domestic Travel Group Dynamics . . . . . . . . . . 4.10 Domestic Travel (Estimation of Market Size) . . .

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Chapter Five Overseas Tourism Patterns 5.1 Overseas Travel and Number of Trips in the Last Year 31 5.2 Month Returned from International Travel . . . . . . . . 32 5.3 Main Overseas Destinations. . . . . . . . . . . . . . . . . . . 32 5.4 Reason for Overseas Destination Choice. . . . . . . . . . 32 5.5 Overseas Travel (Estimation of Market Size) . . . . . . . 33 Chapter Six Day Trip Patterns 6.1 Day Trip 6.2 Day Trip 6.3 Day Trip 6.4 Day Trip 6.5 Day Trip

Frequency in the Last Six Months . . . . . . . . Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . Transport . . . . . . . . . . . . . . . . . . . . . . . . . Group Dynamics . . . . . . . . . . . . . . . . . . . Travel (Estimation of Market Size/Potential).

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Chapter Seven Satisfaction with, Needs and Constraints to Travel 7.1 Satisfaction with Level of Travel. . . . . . . . . 7.2 Constraints to Travel. . . . . . . . . . . . . . . . . 7.3 Special Travel Requirements . . . . . . . . . . . 7.4 Specific Barriers Encountered . . . . . . . . . . 7.5 Suggestions for Improvement . . . . . . . . . . 7.6 Accommodation and Attraction Information 7.7 Preferred Information Format . . . . . . . . . . 7.8 Information Requirements . . . . . . . . . . . . .

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Chapter Eight Issues Raised: Community, the Government and the Tourism Industry 8.1 Market Myths and Realities . . . . . . . . . . . . . . . . . . . 45 8.2 Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 8.3 Promoting Discussion and Strengthening Links between Government, Industry, Organisations and People with a Disability . . . . . . . . . . . . . . . . . . 48 8.4 Needs and Best Practice Provision . . . . . . . . . . . . . . 50 8.5 General Access Requirements . . . . . . . . . . . . . . . . . 50 8.6 Transport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 8.7 Accommodation . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 8.8 Other Equipment and Attendant Services . . . . . . . . . 59 8.9 Areas and Destinations . . . . . . . . . . . . . . . . . . . . . . 60 8.10 Tourism Industry Awareness and Education . . . . . . . 61 8.11 Development of Information Systems by Service . . . . . Providers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
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Chapter Nine Summary and Suggested Opportunities 9.1 Summary of Themes Raised . . . . . . . . . . . . . . . . . . 65 9.2 Suggested Opportunities . . . . . . . . . . . . . . . . . . . . . 66 Glossary of Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69 References . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72 Appendix 1 Statistical Summary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Appendix 2 Sample Selection, Statistical Error and Significance . . . . . . . . . . . . . . . 91 Appendix 3 Questionnaire Cover Letter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Appendix 4 Australia Wide Market Estimates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Tables Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7 Table 8 Table 9 Table 10 Table 11 Table 12 Table 13 Table 14 Table 15 Table 16 Table 17 Table 18 Table 19 Table 20

Organisation Databases . . . . . . . . . . . . . . . . . . . . . . 7 Disability in Australia . . . . . . . . . . . . . . . . . . . . . . . 12 People with a Disability - Degrees of Handicap . . . . 13 Type of Disability. . . . . . . . . . . . . . . . . . . . . . . . . . 21 Main Mobility Aid . . . . . . . . . . . . . . . . . . . . . . . . . 22 Travel Dependence . . . . . . . . . . . . . . . . . . . . . . . . 22 Lifestyle Situation . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Income . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Educational Level Attained . . . . . . . . . . . . . . . . . . . 24 Gender and Age . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Domestic Main Reason for Trip . . . . . . . . . . . . . . . . 26 Domestic Accommodation by Mobility Aid . . . . . . . . 27 Domestic Main Transport to Reach Destination . . . . . 28 Travel Group Type. . . . . . . . . . . . . . . . . . . . . . . . . 29 Estimation of Domestic Market Size . . . . . . . . . . . . . 30 Top Overseas Destination . . . . . . . . . . . . . . . . . . . . 32 Reasons for Overseas Destination Choice . . . . . . . . . 32 Estimation of Overseas Market Size . . . . . . . . . . . . . 33 Day Trip Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Day Trip Transportation . . . . . . . . . . . . . . . . . . . . . 36
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Table 21 Table 22 Table 23 Table 24 Table 25 Table 26

Estimation of Day Trip Market . . . . . . . . . . . . . . . . . Constraints to Travel. . . . . . . . . . . . . . . . . . . . . . . . Special Travel Requirements . . . . . . . . . . . . . . . . . . Grouped Barriers Encountered . . . . . . . . . . . . . . . . Grouped Information Requirements . . . . . . . . . . . . . Standards Australia AS 1428.1 and AS 1428.2 Categories

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Maps and Diagrams Map 1 Australian Bureau of Statistics Tourism Regions . . . . . 25 Cartoon 1 A Path to Nowhere (Mark David) . . . . . . . . . . . . . . 51 Diagram 1 Universal Access Symbols . . . . . . . . . . . . . . . . . . . . 62 Figures Figure 1 Figure 2 Figure 3 Figure 4

Domestic Nights Away . . . . . . . . . . . . . Day Trip Frequency . . . . . . . . . . . . . . . Satisfaction with Current Level of Travel . Grouped Suggestions for Improvements .

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Acknowledgements

his study was carried out by the University of Technology, Sydney with the help of many individuals. The Tourism New South Wales role was established and fostered by Lawrence Franklin, Planning and Evaluation Unit. Thanks are also due to the following people for their contribution to the study: Firstly, thanks must go to all the people with a physical disability who contributed to the research process and answered the questionnaire. Phone questionnaire (assistance for people with a disability who were unable to fill out the questionnaire): Fay Bulloch and Del Spencer. The labourious task of data entry and other administrative duties were cheerfully carried out by: Phyllis Agius, John Dodd, Rosemary Le, Janine Toms and Paul McGuire. Comments on drafts of the report: Lawrence Franklin, Sue Muloin and Dr Betty Weiler. Fiona Clarke for her ongoing support and detailed feedback on many drafts of the report. Ruth Morris and Jane Anderson, Tourism New South Wales. People from the following organisations representing people with a physical disability without whose co-operation the study would not have been a success: Max and Anita Murray . Helen McAuley . . . . . . Gary Jacobson . . . . . . Ruth Robinson . . . . . . David Bryce . . . . . . . . Elizabeth Kemp . . . . . Felicity Purdy . . . . . . . Jenny Stanzel . . . . . . . Jeff Heath . . . . . . . . . Zarrna Baron . . . . . . . Dr Gary Pearse . . . . . . Bruce Ellis . . . . . . . . . Gene Pamenter. . . . . . Bianca Culyer . . . . . . . Julia Hackett. . . . . . . . Angus Lang . . . . . . . . Chris Campbell . . . . . . Richard Cook . . . . . . . Ian Cooper. . . . . . . . . Virginia Sarah . . . . . . . Gillian Thomas . . . . . . Sue Egan . . . . . . . . . . Gillian Thomas . . . . . . Fiona Clarke. . . . . . . . Natasha White . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Access Designs ACROD, Canberra ACROD, NSW Action for Citizens with Disabilities Australian Quadriplegic Association NSW Australian Quadriplegic Association NSW Australian Quadriplegic Association NSW IDEAS LINK Magazine Multiple Sclerosis Society of NSW Multiple Sclerosis Society of NSW Muscular Dystrophy Association Muscular Dystrophy Association NICAN Northcott Society Northcott Society ParaQuad NSW ParaQuad NSW People with Disabilities (NSW) Inc People with Disabilities (NSW) Inc People with Disabilities (NSW) Inc Physical Disability Council of Australia Post Polio Network (NSW) Inc The Spastic Centre of NSW The Spastic Centre of NSW

Simon Darcy University of Technology, Sydney


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Abbreviations

ACROD AS CAAS DDA DPI FAPS HREOC NICAN

Australian Council for Rehabilitation of the Disabled Australian Standard Continence Aids Assistance Scheme Disability Discrimination Act, 1992 (Comm) Disabled Peoples International Fellow of Australian Photographic Society Human Rights and Equal Opportunity Commission National Information Communication Awareness Network Information on Recreation, Tourism, Sport and the Arts for People with Disabilities (N.B, as used by NICAN!). National Roads and Motorists Association New South Wales People with a disability Typewriter telephone University of Technology, Sydney Wheelchair

NRMA NSW PWD TTY UTS WC

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Executive Summary

Target Audience
This report is designed to provide detailed information for Government and the tourism industry on the tourism patterns and experiences of New South Wales people with a physical disability.

Study Focus
The study focused on tourism access issues for people with a physical disability. There were three primary reasons for this focus: 1. It builds on work undertaken during the World Assembly of Disabled Peoples International held in Sydney in December 1994 (Disabled Peoples International 1995; Darcy 1995); 2. The logistical and technical difficulties of adequately addressing all three dimensions of disability access (physical, sensory and communication) in a single study; and 3. The authors particular experience and professional expertise. The need to undertake research on the other dimensions of disability access will be addressed by Tourism New South Wales in its forthcoming Disability Action Plan. The University of Technology, Sydney worked with Tourism New South Wales on a collaborative exercise to undertake the study. The intention to undertake the study was generated by exposure to the World Assembly of Disabled Peoples International, held at Darling Harbour in Sydney in December 1994. A range of access related issues were identified from the World Assembly (DPI 1995; Darcy 1995). However, in reviewing the literature it was found that there was no pre-existing statistical data on the tourism patterns and experiences of Australian or New South Wales residents with a disability that could provide a qualitative and quantitative foundation for further consideration or address of access related issues.

Aims and Objectives


The aim of the study was to investigate the: Tourism patterns and experiences of New South Wales people with a physical disability The objectives of the study were to determine the:

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Domestic tourism patterns; International tourism patterns; Day trip patterns; Satisfaction with travel, needs and constraints to travel; and Demographic profile

of New South Wales people with a physical disability. The overall purpose was to provide the tourism industry and Government with the quantitative information necessary to make informed decisions about how to address the tourism needs of people with a physical disability. To this end, the quantitative data is complemented through the documentation of the lived tourism experiences of people with a physical disability. This provides a greater qualitative understanding of the constraints that face people with a physical disability. The research for the report was undertaken up to January 1997.

Methodology
A review of literature and secondary data was undertaken. The method chosen for the empirical study was a questionnaire-based, self completed, postal survey of all members of key New South Wales organisations representing people with a physical disability. This was considered to be the only viable means to reach a state-wide cross section of the population of New South Wales people with a physical disability in sufficient numbers. No census list of New South Wales people with a physical disability was available other than through the organisational mailing lists. Nine key organisations were identified. Each organisation was able to target only those members with a physical disability. The questionnaire was sent to 8500 members of these organisations. Over 2700 questionnaires were returned completed.

Background Notes
The review of the literature and secondary data identified a range of material that was considered to be of interest to the tourism industry. The Background Notes also provide information on: Language and Terminology; Market Statistics; Legislative and Policy Responsibility; The DDA and Service Providers; People with a Disability as Consumers and the growing importance of the market to the tourism industry.

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Key Findings Demographic Profile Types of Disability


Respondents main types of disability were: Multiple Sclerosis; Paraplegia; Cerebral Palsy; and Quadriplegia.

Main Mobility Aids


The Main Mobility Aids used have a major impact on the level of independence. These were: Wheelchairs; Walking frames/sticks/crutches and to a lesser extent; Other mobility limitations/aids; and Braces etc. This variable can be further reduced into just two groups: Wheelchair Users who represent 62% of respondents and people using Other Mobility Aids at 38%. (This categorisation is important because of the different needs of the two groups).

Travel Dependence
Travel Dependence refers to the persons ability to travel independently without the need for assistance by an attendant, carer or family member, with the tasks of daily living. The majority of respondents (70%) required the assistance of an attendant with the remainder able to travel independently (30%). The need to travel with an attendant greatly complicates the travel process because of the extra planning and financial resources required.

Lifestyle Situation
Lifestyle situations of the respondents were Retired or on a Pension (42%) Full-time or Part-time employment (21%), Full-time education (9%), Unemployed (4%) and Voluntary work (2%).

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Income
The generally low level of employment affects the respondents income. The majority of respondents earn less that $10,000 per year (55%). However, a significant proportion of respondents earn between $10,000 $50,000 per year (40%) and $50,000 + (5%).

Education
A small proportion of respondents had only completed Primary School education (10%), where most have completed Junior Secondary (32%) or Senior Secondary (16%). Significant number had attained relatively high levels of academic training, including TAFE (24%) and University qualifications (19%).

Domestic Tourism Patterns Number of Trips


In the previous year 77% respondents had undertaken at least one domestic trip. A large number of these respondents had undertaken more than one trip with the average number of trips being 4.3.

Destinations
New South Wales was the destination of choice for 67% of respondents. The five most popular New South Wales domestic regions were: Sydney, Blue Mountains/Hawkesbury/Central Coast, Illawarra, Hunter South Coast sub region.

Length of Stay
On average New South Wales people with a physical disability spent eight nights away on their domestic trip. The majority of trips were within the 1-5 nights range.

Reasons for Trip


The main reasons stated for trips were pleasure/holiday, visiting friends and relatives and to a lesser extent, disability specific or medical reasons.

Accommodation
The most commonly used accommodation types were the homes of friends and relatives followed by 45 star hotels/motels, 23 star hotels/motels and rented houses or flats. Responses to accommodation-based questions highlighted the contrasts between Wheelchair Users and people using Other Mobility Aids. An overwhelming majority of Wheelchair Users (93%) required accessible accommodation, whereas less than 40% of people using Other Mobility Aids required such accommodation.

Transport
Although advances in public transport access are being made, much of the Australian public transport system is largely inaccessible. This significantly cuts down transport options for people with a physical disability. The main transport used to reach holiday destinations was private vehicles or private modified vehicles. Other forms of transport used, although to a lesser degree, were planes, trains and bus/coaches. Similarly the main transport used at the holiday destination was a private or modified vehicle. Significantly, pedestrian access was utilised by a quarter of respondents. Taxis and special purpose taxis were also popular at destinations. Other forms of transport included bus/coaches, hire vehicles and boat trips.

Group Size
The majority of people with a physical disability travelled with between two to five people in their group (mean 4.1). In the majority of cases (87%) they were the only member of their group with a disability.

Group Type
The major group travel types were friends/relatives, partners, parents with children and individuals. It should be noted that travel with organised or disability specific groups formed a very small portion of all group travel.

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Market Significance
The table below presents the estimation of the domestic market size and value based on secondary data and responses to the survey.
Domestic Travel (Estimation of Market Size) Australia People with a Phy.Dis Trips (%) Trips (Av) Nights (Av) for all trips Nights (Av) for last trip No. in Group (Av) 77% 4.3 8.2 8.2 4.1 1,099,900 846,923 3,641,769 29,862,505 6,944,769 28,612,447 $472,244,265 New South Wales 351,641 263,731 2,373,578 9,547,128 2,220,262 9,147,480 $150,977,831 People No. to Travel No. trips No. all nights No. nights last trip No. Gr nights last trip $/Person Last Trip

$/Trip Night (New South Wales) $68

In a given year the volume and value of the domestic tourism market for people with a physical disability is substantial. Individuals undertake some 3.7 million trips per year generating some 29.8 million nights. It is estimated the market generated expenditure in the order of $472 million Australia wide or $150 million in New South Wales alone.

Overseas Tourism Patterns


Eleven percent of respondents had undertaken overseas travel in the last year. This suggests that overseas travel is an undertaking few are able to participate in on a frequent basis. The three main overseas destinations were: United States of America; United Kingdom; and New Zealand.

Reasons for Trip


The main reasons for choosing overseas destinations were pleasure/holiday and visiting friends and relatives. A small, although significant number of respondents, also travelled to attend a special event or participate in sport.

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Day Trip Patterns Number of Trips


Over three-quarters of respondents had undertaken a day trip in the last six months. It must also be considered disturbing that a quarter of respondents had not taken at least a day trip in the last six months. The majority of respondents had undertaken 1-2 trips in the study period, or on a monthly basis. A smaller number undertook day trips on a weekly basis.

Types of Day Trip


The types of day trips undertaken by people with a physical disability were: Driving for pleasure; Visiting national parks or natural areas; Attending food festivals/restaurants; and Other activities.

It should be noted, events specifically for people with a disability formed a small part of all reasons for a day trip.

Transport Used
Private vehicles and/or private modified vehicles were used as transport for the majority of day trips. Other forms of transport used included bus/coach, community organised transport and special purpose taxis.

Group Size
The majority of people with a physical disability travelled with between two to five people in their group (mean 4.8) and in the majority of cases (83%) were the only member of their group with a disability.

Group Type
The major travel group types were friends/relatives, partners; parents with children, organised groups and individuals. As with other overnight travel, only a very small proportion of the market travelled in a disability specific group.

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Day Trip Market Significance


The table below presents the estimation of the day trip market size and value, based on secondary data and responses to the survey.
Day Trip Travel (Estimation of Market Size) Australia People with a Phy.Dis Trips (%) Trips (Av) No. in Group (Av) $/Day Trip (Av) 75% 9 4.8 $41 1,099,900 824,925 7,424,325 35,636,760 $304,397,325 New South Wales 351,641 263,731 2,373,578 11,391,173 $97,316,688 People No. to Travel No. day trips Total group day trips $/Day Trip Group

As the above table shows, in a given year the volume and value of the day trip market for people with a physical disability is substantial. Some 825,000 people with a physical disability undertook a day trip in the last six months, accounting for 7.4 million trips or 14.8 million trips per year. The day trip market generated expenditure of some $304 million Australia-wide or $97 million in New South Wales alone. The day trip market is already a significant market which predominantly utilises non-commercial facilities. If commercial facilities become accessible the potential exists for operators of such facilities to capture expenditure by this market.

Satisfaction With, Needs and Constraints to Travels Satisfaction Levels


Overwhelmingly respondents were not satisfied with their current level of travel. Over half of respondents wanted to travel more and a quarter of respondents wanted to travel a lot more.

Constraints to Travel
The major constraints to travel were:


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Accessibility of accommodation; Accessibility at destinations; Accessibility of attractions; Lack of accurate information; and Economic.

Special Travel Requirements


The majority of Wheelchair Users and those using Other Mobility Aids both required:

Accessible rooms; and Accessible bathrooms.


More specifically many Wheelchair Users also required:

A personal care attendant to travel with; Shower seat; Commode; Adjustable beds; and Hoists.

In some cases respondents using Other Mobility Aids also required:

Personal care attendant to travel with; and Shower seat. Specific Barriers Encountered
Over half of respondents cited specific examples of barriers encountered when travelling. These could be grouped (in order of frequency) into the following general areas:

Accommodation; General wheelchair access; Inaccurate/non existent information; Inaccessible transport; Inaccessible toilets; Inaccessible attractions; Disability specific problems; Lack of parking; Poor service provider awareness/education; and Special equipment.

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Suggested Improvements
Many respondents offered suggestions for improvements which could be grouped (in order of frequency) into the following general areas:

General wheelchair access; Transport; Accommodation; Tourism industry awareness/education; Information; Toilets; Parking; Attendants; Attractions; Tourism industry services; Disability specific; and Equipment.

Formats for Information Provision


Respondents nominated a number of preferred formats for information provision which included directories, brochures, area directories and phone-based services. Computer-based information sources did not rate highly as a means of receiving information.

Information Improvements Required


Over a third of respondents provided comments on information required to better meet the travel planning needs of people with a physical disability. The most commonly mentioned improvements were:

Accuracy/amount of information provided.


This was followed by suggestions about additional information required in specific areas including:

Accommodation access; Destination directories; Guide books; Transport; and Destination services.

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Issues Raised: Community, the Government and the Tourism Industry


The information provided by respondents helps to deconstruct many of the myths which exist about the travel patterns of people with a physical disability. Some of the more common myths include: Myth 1: People with a disability are a small market anyway so why bother? Reality The market is large (see market estimate figures in Sections 3, 4 and 5) and reflects those mainstream market groups such as young singles, young couples with children, older retirees etc.

Myth 2: The market doesnt travel or spend because of income constraints. Reality The market has income constraints but travels on a level comparable with the rest of the population. However, the market also cites other reasons apart from financial reasons for non travel as being the major constraints encountered. People with a physical disability want to travel more frequently.

Myth 3: It is easier to ignore the market and their needs. Reality It is not easier or okay to ignore the market for two reasons. Firstly, it is illegal to deny access to this market intentionally or unintentionally under the DDA and complementary state legislation. Secondly, it is economically short sighted to do so. Potentially it is a large market that can be reached cost efficiently through the networks of organisations representing people with physical disabilities.

Myth 4: The market tends to travel in large groups and is therefore too difficult for the average establishment to cope with. Reality On average 80-90% of all travel by people with a physical disability is with a partner/carer, family or friends who do not have a disability. Of those who undertook travel with other people with a disability most travelled with 1-2 other people with a disability.

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Myth 5: Disabled people are better off doing things organised by institutions or government agencies who know what their needs are and how to cater for them. Reality The majority of people with a physical disability live in the community and access tourism experiences as individuals. They use mainstream integrated tourism products and services with no institutional or government intervention.

Myth 6: Ive never seen anyone in a wheelchair at my establishment before so why should I provide facilities now? Reality People can not use a facility if they can not get in! This fact has been overlooked by the Government and tourism industry in the past.

Myth 7: Ive got a disabled room/facility but Ive never seen anyone in a wheelchair use it so why did I bother going to the expense of putting it in? Reality People will not utilise a service they are not aware of. It is like the idea of the chicken and the egg - what comes first? In this case the accessible facilities, the information/promotion and the market use by the consumer. Unlike the movie Field of Dreams, where the line was build and they will come, in providing accessible facilities the line is build, market and they will come!.

Myth 8: It is not a good business decision to go out of your way to provide these expensive facilities for people with a physical disability who will not utilise them in any case. Reality The facilities are not expensive when included from the beginning of a project. People with a physical disability are also loyal customers of those establishments who do a good job catering for their needs. Such establishments find a high degree of return visitation and high occupancy rates.

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Information Related Issues


A consistent issue highlighted throughout the study was information needs. Information arose as an issue in commentary on all tourism sectors from transport, to accommodation to attractions to hospitality. Simply stated, Information obtained on accessibility is not always accurate or detailed. (Questionnaire 1060). Four main points were raised about information provision. These were:

Problems with the accuracy of access information provided; Level of detail of the information provided; Availability of the information; and The format in which information was provided.

Largely requirements for information fell into two distinct areas:

General accessibility; and Holiday experiences. Promoting Discussion and Links Between Government, Industry, Organisations and People with a Disability
A key area for action arising from the study is the promotion of discussion and links between government, the tourism industry, people with a physical disability and organisations representing or acting as advocates for people with a physical disability. The Access Information Market Use Circle cannot be completed without the involvement of all four groups. Often it is the lack of understanding of the needs of all parties that leads to a breakdown at the retail service phase.

Suggested Opportunities
For improvements to occur there needs to be proactive strategic planning for facilitating access by the market to tourism goods, services and facilities. As a minimum, such planning should address the following areas:

Improvements to access related information services; Use of best practice examples as an aid to learning; Use of tourism access forums for discussing issues; Disability Awareness Training, particularly for service providers; and Additional tourism and disability research to meet information needs.
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Summary Points
Access for People with a Physical Disability is about Human Rights. Access is a right, not an option under the Disability Discrimination Act, 1992 (Comm). It is about peoples right to achieve their maximum potential as members of the community. Poor Physical Access is the Key Problem for People with a Physical Disability. Without physical access to transport, buildings and areas in general, people with a physical disability are excluded from the community and the tourism experience in particular. This exclusion can be thought of as a form of discrimination which would not be acceptable for any other section(s) of the community. Accessibility should be seen to be about inclusive marketing rather than an obstacle to be overcome. Once access is seen in this context organisations are in a position to tap into the full potential market for their goods, services and facilities through being inclusive of the whole community. Increased focus on the market via the Sydney 2000 Paralympics and Olympics. This study highlights the need to strategically plan for the provision of access to public places, goods, services and facilities for this market. A range of improved provisions for the community of people with a disability provided in the lead up to the Sydney 2000 Paralympics and Olympics would provide a lasting legacy of improved access to goods, services and facilities essential for generating positive tourism experiences.

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Chapter One

Introduction
I love tra velling and when I do it makes me feel alive .
Questionnaire 648

I have not had a holiday for 35 years. I have not had a day trip for ove r 8 years.
Questionnaire 6

Hopefully this questionnaire will bring about more improvements to make tra velling for the disabled easier.
Questionnaire 2015

1.1 Study Focus

his study focuses on tourism physical access issues for people with a physical disability.There are three primary reasons for this focus:

1. It builds on evaluative work undertaken on the World Assembly of Disabled PeoplesInternational held in Sydney in December 1994 (Darcy 1995,Disabled PeoplesInternational, 1995); 2. The logistical and technical difficulties of adequately addressing all three dimensions of disability access,being physical,sensory and communication, in the one study;and 3. The authors particular experience and professional expertise. The need to undertake similar research on the other dimensions of disability access will be addressed by Tourism New South Wales in its forthcoming Disability Action Plan. The University of Technology, Sydney worked with Tourism New South Wales on a collaborative exercise to undertake the study.The intention to undertake the study was generated by the World Assembly of Disabled PeoplesInternational, held at Darling Harbour in Sydney in December 1994.A range of access related issues were identified from the World Assembly (Darcy 1995;DPI 1995).However, in reviewing the literature it was found that there was no pre-existing statistical data on the tourism patterns of people with a disability in Australia or New South Wales to provide a quantitative and qualitative foundation for further consideration of those issues.

1.2. Study Context

As discussed by Downie (1994) there has been no statistical data collection to quantify the tourism patterns and experiences of people with a disability in Australia or New South Wales.New South Wales will be visited by an increasing number of people with overseas visitor numbers doubling by the year 2000 (ATC 1994).There is also a steadily increasing domestic tourism market as the economy recovers (BTR 1993).Among these visitors will be an increasing number of people with a disability. In line with existing trends the focus of much of this visitation will be on Sydney. High profile events such as the 2000 Sydney Olympics and Paralympics, will focus international attention on Sydney and New South Wales and the
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needs and expectations of people with a disability. Tourism New South Wales,like all New South Wales Government departments and authorities, has a responsibility under the Disability Services Act, 1993 (New South Wales) to prepare and implement Disability Strategic Plans for the provision of services for people with a disability in New South Wales.In the case of Tourism New South Wales this is extended because of the organisations charter to include those visitors to New South Wales from interstate and overseas.The requirement to cater for the needs of people with a disability is further strengthened by the provisions of the Commonwealth Disability Discrimination Act, 1992 (DDA) (Comm) that requires the preparation of Disability Action Plans,the New South Wales Governments pre-existing and complementary Anti-Discrimination Act, 1977 (ADA) and the requirements for Disability Strategic Plans in the New South Wales Government policy (1994/96) Disability Direction Tomorrows Blueprint. The New South Wales Governments Disability Strategic Plan identifies three Key Results Areas (KRAs): 1. Access; 2. Employment; and 3. Disability Specific Services. It is the first of these KRAs,access,that this study seeks to investigate.In the area of access,the New South Wales Governments intention is to facilitate access for people with a disability to generic services(Disability Direction - Tomorrows blueprint 1994:6).The term access can be divided into three main dimensions (Disability Council of New South Wales 1994): Physical access; Sensory access;and Communication access.

Physical access
Physical access involves those people with mobility disabilities who require the use of a wheelchair or walking aids.They require the provision of paths, ramps,lifts,handrails, clear directional signs, kerb cuts,circulation room,wide doorways,hobless showers,lowered counters and telephones etc.These elements should be co-ordinated into a continuously accessible pathway (Standards Australia 1993 and discussed later).

Sensory access
Sensory access involves those people with hearing or sight disabilities. They require the provision of tactile signs and labels,tactile markings or

visual cues at changes in levels of flooring,audio cues for lifts and lights, and hearing augmentation-listening systems etc.

Communication access
Communication access involves those people who have difficulty with the written word,a vision,speech or hearing impairment or who are from other cultures.They may require the provision of TTY (telephone typewriters),access to information in a variety of media, non verbal signs or posters in plain English documentation or in other community languages for example (Disability Council of New South Wales,1994).

1.3 Aims and Objectives

The aim of the study was to investigate the: Tourism patterns and experiences of New South Wales people with a physical disability. The objectives of the study were to determine the: Domestic tourism patterns; International tourism patterns; Day trip patterns; Satisfaction with travel,needs and constraints to travel;and Demographic profile of New South Wales people with a physical disability.

The overall purpose was to: Provide the tourism industry and Government with the quantitative information necessary to make informed decisions about how to address the tourism needs of people with a physical disability.To this end,the quantitative data is complemented through the documentation of the lived tourism experiences of people with physical disabilities.This provides a greater qualitative understanding of the constraints that face people with a physical disability. The study provides invaluable information for State Government bodies (Tourism New South Wales,Department of Urban Affairs and Planning, Olympic Co-ordination Authority etc.) and the tourism industry to improve access to tourism facilities and services.The research for the report was undertaken up to January 1997.

1.4 Methodology

To achieve the aim and objectives of the study, a range of methodologies were employed.These included a literature review, secondary data analysis and the empirical questionnaire-based postal survey and included discussions and liaison with key organisations and individuals.
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1.4.1 Literature and Secondary Data


The relevant literature from Australia and overseas was reviewed on the topics of people with a physical disability and tourism,disability legislation and policy, and access planning (see References).Library sources were supplemented by Government reports,archives, city planning strategies and event management documents from both Australia and overseas.The major secondary data sources on people with a disability in general and people with a disability and tourism were also reviewed.The most recent general Australia-wide source of data on people with a disability is the Australian Bureau of Statistics (1993) Disability, Ageing and Carers, Survey Australia.The Bureau of Tourism Researchs International Visitors Survey (IVS) and Domestic Tourism Monitor (DTM) currently have no area for the reporting of disability specific information.Information from this stage of the study provided valuable input to the development of the questionnaire instrument and provided the information for Chapter 2: Background Notes on People with a Disability.

1.4.2 The Survey


The method chosen for the empirical data collection was a questionnairebased,self completed,postal survey of members of organisations representing people with a physical disability.This was felt to be the only viable method to reach a state-wide cross section of the population of New South Wales people with a physical disability in sufficient numbers.No census list of New South Wales people with a physical disability was available other than through the organisational mailing lists.

1.4.3 The Questionnair e


Discussions with key organisations and individuals were held during the development of the questionnaire and to obtain access to organisational mailing lists.The initial proposal suggested a questionnaire instrument of no more than five pages.However, after the initial literature study and liaison with organisations and individuals,it was recognised that the study would be a first in Australia.Given that there is no other substantial baseline data,the questionnaire content was substantially expanded and piloted.

1.4.4 Pilot Questionnair e


The questionnaire was sent for discussion to more than 30 organisations and individuals over a three month period during the different stages of preparation.A final pilot questionnaire was sent back to these organisations and individuals.Their comments were incorporated into the final
4

questionnaire.As such,the final questionnaire was a substantially changed instrument to the original drafts.

1.4.5 Organisation Liaison


In addition to organisations representing people with a physical disability involved in the development of the questionnaire,the following were also briefed: ACROD; Australian Local Government Association; IDEAS - Information on Disabilities,Equipment,Access and Services; New South Wales Local Government and Shires Association; NICAN; Sydney City Council;and Sydney Paralympic Organising Committee.

1.4.6 The Sample


Since it was not possible to reach all New South Wales people with a physical disability, the population for the sample was drawn from the total membership of key New South Wales organisations representing people with a physical disability. Employing total population sampling of membership of the organisations should ensure a random and representative sample by providing all members of the population with an equal chance of inclusion in the sample.However, as listed in the limitations,this method does not provide all New South Wales people with a physical disability with an equal chance of being included.This is because all people with a physical disability might not be members of the key organisations representing people with a physical disability. The respondents to a postal survey are not randomly selected but self selected i.e,some choose to answer, others do not.Hence,this introduces bias with little that can be done except to employ mechanisms to encourage a high response rate.In this case three mechanisms were introduced to illicit a higher response rate (de Vaus 1991;Veal 1992): A reply paid envelope was included with the questionnaire; The budget included a contingency for two reminder notices (only one was required except for ParaQuad);and An incentive for a chance to win a prize related to the purpose of the questionnaire ($500 worth of Tourism New South Wales travel services).

The other factor affecting response rate is the respondents interest in the survey topic.Given that access affects each of the respondents daily lives the respondents interest should be high.The researcher also received many comments during the questionnaire development phase about the need for the survey and it being long overdue.(See Appendix 2 for other aspects of the Sample). The key New South Wales organisations representing people with a physical disability were: Australian Quadriplegic Association (NSW Branch); ParaQuad - Paraplegic and Quadriplegic Association of NSW; Multiple Sclerosis Society of NSW; Muscular Dystrophy Association; NSW Society for Children and Young Adults with Physical Disabilities (Northcott Society); Post Polio Association of NSW; People with Disabilities (NSW) Inc;and The Spastic Centre of NSW.

1.4.7 Sample Size


Each organisation was able to target only those members with a physical disability. Due to the higher than expected numbers of people with a physical disability identified through the organisational mailing lists the questionnaire was sent to 8700 people (see Table 1).The questionnaire was distributed by the organisations between May and October 1995. The outcome was that more than 2700 questionnaires were returned completed and a further 500 were either returned uncompleted or phone calls were received (change in circumstance or inappropriate to their circumstance etc.).This represents a return rate of 32% (de Vaus 1991) for completed questionnaires excluding the questionnaires returned uncompleted or the phone calls received.However, this does not take into account cross organisation membership.This was estimated at between 500 - 1000 members of all organisations,largely because ParaQuad administer the Continence Aids Assistance Scheme (CAAS) in New South Wales (personal communication Chris Campbell 15 May 1995).

Table 1: Organisation Databases Organisation AQA ParaQuad MS Society The Spastic Centre Muscular Dystrophy New South Wales Society People with a disabilities (New South Wales) Polio/Post Polio TOTAL Database 3,000 6,500 3,000 4,000 700 580 300 700 18,780 People with a Phy. Dis. 1,100 3,300 1,500 1,500 300 400 300 300 8,700

1.4.8 Recognised limitations


People with a physical disability who are not members of organisations representing people with a physical disability; New South Wales people with a physical disability who were not present in New South Wales during the sur vey period; People with a newly acquired physical disability; People with a physical disability who do not speak or read the English language; People with a physical disability who are unable to write; People with other communication or multiple disabilities;and Other unrecognised limitations. While these limitations are noted,the study more than adequately addresses the sampling problems for the majority of the specified population. A number of these limitations were overcome to some extent through the provision of a phone questionnaire answer service. Information about this service was provided in the cover letter accompanying the questionnaire (see Appendix 3).

1.4.9 Ethics and Confidentiality


The study was carried out with the co-operation of the key organisations representing people with a physical disability through a postal survey of their members.Confidentiality was assured as it was an anonymous, voluntary and self completed survey with the organisations handling all the postal duties.This therefore,ensured that individual privacy was protected by the member organisations controlling all aspects of the postal survey and hence,their membersconfidential information.No link could be drawn between the mailing list and the returned questionnaires.The study proposal was also approved by the University of Technology, Sydneys Ethics Committee.
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Further information about the methodology and questionnaire instrument can be obtained from Simon Darcy at the University of Technology, Sydney by Ph: 61 2 9514-5100 Fax: 61 2 9514-5195 or Email: Simon.Darcy@uts.edu.au

1.4.10 Data Analysis and Presentation of Outcomes


Data analysis of the questionnaire was carried out using the Statistical Package for the Social Sciences (SPSS) for Windows. Frequencies,cross tabulations and descriptives are provided where appropriate.The qualitative open responses at the end of the questionnaire were typed verbatim into a word processing file together with the questionnaire number. Some 100,000 words of qualitative data was collected and the comments were then sorted into category areas identified by the researcher.The results are presented in the following formats: All percentages presented in Chapters 3,4,5,6,7 and 8 exclude non respondents and are rounded off to the nearest whole number unless otherwise stated (valid percent).Chapters 3,4,5,6,7 and 8 discuss the significant overall findings of the survey and present the results in tabular or graphic format. For a statistical summary of the overall survey findings and the comparative Wheelchair Users and people using Other Mobility Aids see Appendix 1.Cross tabulations provide further depth to the analysis and have been referred to in the report where appropriate. Chapter 8 of the report directly quotes from the qualitative data and has been used to highlight the lived tourism experiences of people with a physical disability.

Chapter Two

Background Notes On People With A Disability

I t is a good thing to see people finally realising that disabled people take holidays as well. It is also pleasing to see people are starting to realise disabled people like normal holidays and not to be stuck in camps with people with similar needs, eg., stereotype. Questionnaire 2100 hrough discussions with organisations representing people with a physical disability and those in the tourism industry, a need was identified to provide the tourism industry with information about recent legislative changes and what is meant by disability and access.Before discussing the results of the study, it is useful to consider issues relating to terminology, statistics,legislation and people with a disability as consumers.

This information will provide those in the tourism and travel fields with a better understanding and appreciation of the market. The report also identifies major opportunities for changes and improvements to organisational practices and policies throughout the travel and tourism sector. Providing tourism experiences for people with a disability should now be considered to be essential business practice,not a philanthropic gesture or good social tourism practice.Further, Government and industry have a responsibility to provide career opportunities that are inclusive of people with a disability. Government organisations such as Tourism New South Wales must,under the relevant legislation prepare and implement Disability Strategic Plans and Disability Action Plans to ensure access to generic services,employment and disability specific services.

2.1 Terminology

The first step in this process is to clarify the terminology used in the area. This is important as language has a significant influence on attitudes and perceptions,and hence policy and practice (Disability Direction Tomorrows Blueprint 1994:16).As such,the language used when discussing people with a disability is an important indicator of the approach being adopted by organisations and individuals.The phrase people with a disability places the emphasis on the person first and foremost and the disability, whatever that may be,second.The commonly used phrase disabled person places the emphasis on the disability first and the person second.This is a subtle but important difference as all people wish to be dealt with as people first,in their own right,and not by the preconceptions others may have because of age, race,ethnicity, religion, gender, sexuality or disability. Similarly, accessible facility (toilet,parking space,phone etc.) refers to whether a facility is physically accessible and, together with the universal symbol of access, clearly indicates the purpose
9

of the facility.Alternately, a disabled toilet is a toilet that does not function and would be of no use to any person. For more information about appropriate use of language obtain a copy of Media Guidelines (Disability Council of New South Wales 1995 Ph:02 9286-7226). However, while people with a disability is the preferred term in general usage (e.g. we cater for people with a disability) in Australia,there are a range of other terms used in other contexts and in other countries (e.g. disabled person is used widely in the United Kingdom). In reviewing the statistics there are three primary terms used.They are: Impairment; Disability;and Handicap. The Australian Bureau of Statistics (ABS) (1993) Disability, Ageing and Carers Survey - Australia, (the latest statistics in the area) uses the definitions for these terms proposed by the World Health Organisation (WHO) (1980) International Classification of Impairments, Disabilities and Handicaps.These will be briefly discussed.

2.1.1 Impairment
From a health perspective an impairment is,any loss or abnormality of psychological,physiological or anatomical structure or function(ABS 1993:55) which may result in a disability. For instance,the damage or lack of function of the spinal cord of someone who is paralysed,is an impairment.

2.1.2 Disability
A disability is the functional consequence of the impairment.It is defined by the ABS (1993:53) as the presence of one or more of the below limitations, restrictions or impairments which has lasted,or is likely to last, for a period of 6 months or more.
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Loss of sight (even when wearing glasses or contact lenses); Loss of hearing; Speech difficulties in native languages; Blackouts, fits or loss of consciousness; Slowness at learning or understanding; Incomplete use of arms or fingers; Difficulty gripping or holding things; Incomplete use of feet or legs;

Treatment for nerves or an emotional condition; A restriction in physical activities or in doing physical work; A disfigurement or deformity; Need for help or supervision due to a mental illness; Long-term effects of head injur y, stroke or other brain dama ge; Treatment or medication for a long term condition or ailment and still restricted;and Any other long term conditions resulting in a restriction.

Source: ABS (1993:53) Catalogue 4330.0 As can be seen,the term disability incorporates a wide range of conditions. Again a person with paraplegia is defined as having a disability because of the effects the resulting spinal cord injury has on the use of legs, feet,other muscles and bodily functioning. Within these disability categories the degree of disability can also vary greatly between individuals because of the: Severity of disability; Persons strength,stamina,size, age, weight etc.;and Persons ability to cope and the assistance available to them (McAuley 1993:1). The nature of disability is further complicated by the fact that a large number of people have multiple disabilities.It therefore,may be of greater importance to the service provider to have an understanding of the needs created by a disability.

2.1.3 Handicap
A handicap is identified as a limitation to perform certain specific tasks associated with daily living. (ABS 1993:54).Under these definitions a person may have a disability but may not have a handicap.Thus a person with a disability may or may not be handicapped from performing tasks of daily living.These tasks of daily living are classified by the ABS (1993) as: Self-care; Mobility; Verbal communication; Schooling;and Employment.

As with disability, the associated handicaps in these areas vary in severity and are categorised as (from most to least):

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Profound (always needs help to perform one or more designated tasks); Severe (sometimes needs help to perform designated tasks); Moderate (no help but has difficulty performing a task);or Mild (no help but uses an aid to help perform a task).

These degrees of handicap affect the level of assistance or service provision that a person requires.An example of this may be a person who has had a lower leg amputated after a car accident and is classified as having a disability but may not bare a handicap in carrying out tasks of daily living.

2.2 Market Statistics

In 1993,an estimated 3,176,700 persons or 18.0% of the Australian population were classified as having a disability.Table 2 presents the categories and breakdowns of disability types in Australia.
Table 2: Disability in Australia Disability Type Total mental disorders Physical conditions Sight loss Hearing loss Nervous system diseases (paralysis, CP, epilepsy etc.) Circulatory diseases (heart) Respiratory diseases (asthma) Arthritis Other musculoskeletal disorders Head injury/stroke/other brain damage Other diseases and conditions Total physical conditions TOTAL Source: ABS (1993:24) 122.0 450.0 177.0 276.7 290.4 504.3 359.0 59.6 584.4 2,823.2 3,176.7 3.8 14.2 5.6 8.7 9.1 15.9 11.3 1.9 18.4 88.9 100.0 Persons 000 353.5 % 11.1

Of those people with a disability, 2,500,200 persons or 14.2% of the Australian population were classified as having a handicap.The degrees of handicap of the population are presented in Table 3.

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Table 3: People with a Disability - Degrees of Handicap Handicap Population Population Estimate % of Australian Population Profound Severe Moderate Mild Not determined Total Source: ABS (1993:1-2) 419,900 301,100 455,500 941,800 382,000 2,500,300 2.4 1.7 2.6 5.3 2.2 14.2

As can be seen,significant numbers of the Australian population have disabilities that affect their ability to perform tasks of daily living.Hence,it is these people who require access provisions.Some 10.1% or 1.78 million Australians have a moderate to not determined handicap.These people do not need help to perform tasks of daily living and represent a market that can be accommodated with limited adaptation.However, the 4.1% or 721,000 Australians who have profound to severe disabilities,can be readily catered for via current standards (discussed later in this Chapter) and an awareness and implementation of some simple strategies. Apart from the numbers of Australians with a disability there is a critical factor to note.That is,a disability increases significantly with age (ABS 1993).If 0-4 year olds are taken as a base for comparing age groups (4% disability rate),the disability rate increases by age group as follows: 35-44 year olds the disability rate has doubled; 60-64 year olds the disability rate is 7 times;and 75 years and older the disability rate is 14 times. The implications of increasing disability rates with age are that through catering for the needs of people with a disability the needs of the ageing population will also be addressed. Australia, in common with most industrialised nations, has an increasingly ageing population.Domestic and international sectors of this market,fuelled by superannuation savings,is proving to be high yield (e.g., Japanese Silvers, U.S.markets).

2.3 Legislative and Policy Responsibility

The introduction of the Disability Discrimination Act, 1992 (Comm) (DDA) ensures that there are legal controls against discrimination on the grounds of disability.The spirit and intent of the DDA is further reinforced through existing and complementary State legislation and strategies. For
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example,in New South Wales this is through the: Anti-Discrimination Act, 1977 (New South Wales);Disability Services Act, 1993 (New South Wales); and Disability Direction: Tomorrows Blueprint (New South Wales Government 1994). Provisions for physical access are also complemented through each States environmental planning and development legislation such as the Local Government Act, 1993 (New South Wales); and the Environmental Planning & Assessment Act, 1979 (New South Wales).These also make reference to the Building Codes of Australia and Australian Standards for Access (AS 1428 Parts 1,2,3 and 4).In fact,under the DDA,these codes should be regarded as minimum requirements for access.Even higher standards may now be necessary to ensure buildings are not discriminatory to the spirit and intent of the DDA (HREOC 1994).The Act is about ensuring that discrimination on the grounds of disability is eradicated and that people with a disability can maximise their potential to participate in the community.Therefore,the term access must be embraced in its widest sense and not be seen to be about enforcing minimum codes.This is especially so if those codes still do not allow people with a disability to maximise their ability to participate in the community. Building or product development that incorporates these standards and principles at the beginning of the planning stage incurs no additional or a fractional cost differential.Furthermore,non compliance can lead to court action (through DDA,ADA or other State based legislation etc.) that,if successful,will require action to remedy the design problems.There are a number of cases which reinforce this point: Woods v Wollongong City Council and Ors involving a Wollongong Shopping Centre; Cocks v State of Queensland involving the Brisbane Convention Centre; Interim order under the DDA involving an Arts Festival that led to a conciliated outcome; Interim orders under the DDA against three State transport departments;and Interim determination preventing the development of a hotel alleged to be inaccessible to people with a disability (HREOC 1996) etc. Of course even if a case is not successful,the legal costs can be crippling (pun intended!).The spirit and intent of the DDA is based on the principle of inclusion.This is where the community (in the widest sense) is asked to include disability in their perception of their local community and to accommodate access provisions into services/areas within their control.

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2.3.1 Disability Discrimination Act, 1992 (Comm)


The Disability Discrimination Act, 1992 (DDA) (Comm) provides protection for all Australians against disability discrimination.Disability discrimination happens when a person with a disability is treated less fairly than someone without a disability (HREOC 1994).The three key aims of the DDA are to: Eliminate discrimination against people on the grounds of disability in specific areas; Ensure that a person with a disability has a right to equal treatment before the law;and Promote community understanding that a person with a disability has the same fundamental rights as the rest of the community. The DDA expands upon the ABS (1993) definition of disability discussed earlier in this Chapter, stating that people can not be discriminated against because of a disability they,have now, had in the past,may have in the future or are believed to have.The DDA defines disability under the following broad categories (HREOC 1994): Physical; Sensory; Intellectual; Psychiatric; Neurological; Learning disabilities; Physical disfigurement;and Presence in the body of disease causing organisms.

The DDA also provides protection against discrimination because a person with a disability is (HREOC 1994): Accompanied by an assistant,interpreter or reader; Accompanied by a trained animal,such as a guide or hearing dog;or Uses equipment or an aid,such as a wheelchair or a hearing aid. The DDA also provides protection for the carers,friends, relatives and coworkers of people with a disability if they are discriminated against because of the persons disability.The DDA implicitly makes it unlawful to discriminate against people with a disability in the following areas of life (HREOC 1994):

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Employment; Education; Access to premises used by the public; Provision of goods,services and facilities; Accommodation; Buying land; Activities of clubs and associations; Sport;and Administration of Commonwealth Government laws and programs.

When considering the areas covered by the Act the implications for leisure and tourism providers are both obvious and immediate.In tourism terms the relevant areas are:access to premises used by the public; accommodation;provision of goods,services and facilities;education and employment.In particular, the DDA ensures access to goods,services and facilities and access to public places by making it illegal not to provide access for people with a disability. People with a disability have a right to obtain goods and use services and facilities in the same way as people without a disability.This includes goods,services and facilities from (HREOC 1994): Educational institutions; Shops and department stores; Cafes, restaurants,pubs; Theatres and other places of entertainment; Banks,credit unions and building societies; Lawyers offices and other legal services; Social and sporting clubs; Swimming pools; Public transport; Travel agents; Health services; Hairdressers and beauty salons;and Government run services.

Providers of goods,services and facilities can not discriminate against people with a disability.This means they cannot (HREOC 1994): Refuse to provide people with a disability with goods,services and facilities; Provide goods,services and facilities on less favourable terms and conditions;and Provide goods,services and facilities in an unfair manner.

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This includes hotel or motel accommodation.Of course to be able to obtain goods,services and facilities,people with a disability have a right to be able to enter the premises of goods,services and facilities providers. The DDA makes it unlawful for public places to be inaccessible to people with a disability if people without a disability can access these areas (HREOC 1994).These public places include: Public footpaths and walkways; Educational institutions; Shops and department stores; Banks,credit unions and building societies; Parks,public swimming pools,public toilets,and pedestrian malls; Cafes, restaurants,pubs; Theatres and other places of entertainment; Libraries; Sporting venues; Social and sporting clubs; Government offices; Public transport including trains,buses, ferries,boats,ships and planes; Health services; Hairdressers and beauty salons; Travel agents;and Government run services.

Access applies to all areas open to the public in both newly constructed and existing places.Existing places must be modified to be accessible unless this would cause unjustifiable hardship.Thus,a person with a disability should be able to enter and use all places if people without a disability can use them.This includes making main entrances and other facilities such as toilets,lift buttons,tactile and audio signals etc,and all areas within places accessible for people with a disability rather than providing segregated areas.However, it is not expected that access to public places will occur overnight.Some changes are easier to make than others (i.e. kerb ramps) while others will need to be staged over many years (i.e.public transport). People with a disability have the right of complaint when they believe they have been discriminated against because a place used by the public is inaccessible to them.The power of the DDA is that it extends the preexisting and complementary State legislation by allowing class action complaints.Class actions or representative complaints,are complaints that can be made by a representative on behalf of an individual or a group of people with the same grievance.Upon receipt of a complaint,the HREOC determines whether the complaint comes under the DDA.If it does,the HREOC first writes to obtain the other partys story. Then the HREOC
17

decides whether to conduct an investigation.However, most often the HREOC begins conciliation between the parties to work out the best solution for both parties.The conciliation process is also informal and confidential and while a solicitor is not needed,both parties may engage a solicitor, advocate,friend or organisation to represent their interests. Depending on the nature of the complaint,conciliation may result in (HREOC 1994): Payment of damages; Job reinstatement or job promotion; An apology; Changes in policies or practices;and/or Some other outcome.

If complaints cannot be resolved through conciliation then the person with a disability can ask for the complaint to go to a public hearing.

2.4 The DDA and Service Providers

Government and service providers have a legal responsibility under the DDA and other State based complementary legislation not to discriminate against people with a disability. Government and service providers should: Be familiar with the DDA and other relevant legislation;and Ensure the relevant needs of people with a disability are addressed when designing goods,services and facilities. The consequences of not doing so can include costly and time consuming legal action,additional or remedial building costs,and adverse media attention.

2.5 People with a Disability as Consumers

Apart from legislative and policy considerations people with a disability are also consumers.Unless you are inclusive of people with a disability by providing access to facilities, goods and services, your business may not be maximising its market potential.Over the last decade there have been a number of papers highlighting the potential of people with a disability as a tourism market segment in Australia (Murray and Sproats 1990; Weiler and Muloin 1989) and internationally (Keroul 1995; Touche Ross and Co.1993). The aforementioned ABS surveys (1981;1988;1993) have shown the significant numbers of Australians that make up this market.However, there has been no substantial empirical work which has investigated the tourism patterns of people with a disability.A sound research base therefore,needs to be established to provide the tourism industry with information about the dynamics of the market (who people with a disability travel with, where they go etc.).It will also ensure their needs can be better met and allow for the market to be more effectively targeted.

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Providing accessible tourism facilities and services opens the door to a large and growing market.Reedy (1993) in his research on the American market,highlights the potential demand generated by the 43 million Americans with a disability.As stated previously, 18% or 3.2 million Australians have a disability and/or resulting handicap. For example,some 200,000 people require wheelchairs and up to another 500,000 have other forms of mobility disabilities (ABS 1993).While Wheelchair Users appear to comprise a small number of the overall people with a disability, design and planning that incorporates the needs of this group will be good design and planning for other markets.Effectively many people will benefit from these provisions including our ageing population,parents with prams,and employees as it incorporates good design practice for a range of occupational health and safety requirements (McAuley 1993).Importantly, these provisions assist our a geing population which is increasingly af fected by disabilities and whose numbers and proportion of the total population increase each year. For the tourism industry the importance of this fact is highlighted by the increasing proportion of aged populations of nations from which the majority of Australias inbound markets are sourced.

2.6 Tourism industry Growing importance

While much has been made of the impact and planning needs of the Sydney 2000 Olympics,there has been less discussion about the Paralympics to be held two weeks after.The Paralympics will include some 6000 participants with a disability, with an estimated 1200-1500 wheelchair participants.Many of these participants will have family and friends who wish to see them compete and some of these people will also have a disability. Both the participants and their families and friends are likely to want to visit other areas of Australia, given that Australia is a long haul destination.However, what is certain is that there will be numerous pre-Olympic and Paralympic events that will be staged in Sydney.These include events directly associated with the sporting events of the Paralympics and the many organisations both national and international that will come to Sydney before 2000 to acclimatise to local conditions and to test facilities. Apart from the associated sporting events,Sydneys attractiveness as a convention and exhibition destination has already been shown to have increased substantially with the announcement of Sydney as the next Olympic host.Evidence of this can be found in the increased conference bookings pre-and post-2000. People with a disability will form a proportion of the visitors coming to Sydney for these events as well as for specific events for people with a disability (i.e.the World Assembly of Disabled Peoples International).As the national and international spotlight intensifies on Sydney and Australia,attention will focus on many areas of Australian society. No doubt some of this spotlight will fall on human rights issues (e.g.Aboriginal and Torres Strait Islanders) and part of this focus will
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also fall on Australias provision for people with a disability.As Sydney is the major gateway to Australia,it could also be recognised as Australias showcase of an accessible city for all people.

2.7 Summar y

This chapter has provided background information on terminology, statistics, relevant legislation and people with a disability as consumers. Government and service providers need an awareness of this information to maximise the ef ficiency and potential of their respective operations.

20

Chapter Three

Demographic Information

M y name is ****** and I am currently only one year old and the degree of my disability is yet to be defined. My parents are very interested in taking me on weekend trips away and have two planned for later this year. We dont need any special facilities yet except stroller/wheelchair access. Disabled toilets are always handy too! My parents dont yet know what facilities I might need to help them show me the world in the years to come but they would be pleased to participate in any future questionnaires to help all people with special needs. Questionnaire 267 his chapter outlines the demographic profiles of New South Wales people with a physical disability who responded to the questionnaire. This information is important for developing an understanding of the markets profileand provides a range of variables for cross tabulation. For example Appendix 1:The Statistical Summary, provides the overall results in the first column and then comparative data in columns two and three based on Wheelchair Users and people using Other Mobility Aids.Similar cross tabulations could be carried out on Gender,Age,Income,Lifestyle, Education, Postcode Area,Type of Disability or Travel Dependence.

3.1 Type of Disability

Table 4 presents a breakdown of the respondents type of disability.The largest overall group was people with Multiple Sclerosis (27%) followed by Paraplegia (16%),Cerebral Palsy (14%) and Quadriplegia (13%).However, when Paraplegia and Quadriplegia are combined into Spinal Injuries (29%),this then become the largest overall group.However, the type of disability should be viewed in combination with the following two variables as they af fect the needs and dependence of an individual and hence,their access requirements.
Table 4: Type of Disability All % Paraplegia Quadriplegia Spina bifida Multtiple Sclerosis Polio/Post Polio Muscular Dystrophy/Atrophy Cerebral Palsy Brain Injury/Stroke Bone related diseases Amputee Other Total 15.8 13.1 5.1 27.2 6.2 5.6 14.7 3.5 2.0 .9 5.9 100.0 21

3.2 Main Mobility Aid

The Main Mobility Aid used affects an individuals mobility and access requirements.As Table 5 shows,Wheelchair Users (62%) make up the majority of respondents, followed by Walking frames/sticks/crutches (18%), Other mobility limitation (17%) and Braces etc.(4%).When the latter three categories are combined into Other Mobility Aids (38%),this provides the major cross tabulation provided in Appendix 1: Statistical Summary.This is important because of the different needs of the two groups.
Table 5: Main Mobility Aid All % Wheelchair use Walking frame/stick(s)/crutches Braces, belts, corsets, built up shoes etc Mobility limitation Total 61.6 17.7 4.1 16.7 100.0

3.3 Travel Dependence

Travel Dependence refers to a persons ability to travel independently without the need for assistance by an attendant,carer or family member with the tasks of daily living. Table 6 shows that the majority of respondents need the assistance of an attendant (70%) with the remainder able to travel independently (30%).Travelling with an attendant greatly complicates the travel process because of the extra planning and financial resources required.At the very least there is the need to pre-plan and organise travel with another person or organise assistance at the destination.If the attendant is not a friend, family member or partner, then there is the added economic burden of hiring an attendant for the desired hours or the duration of the trip.This obviously has a built in anxiety factor because of the personal nature of the attendant duties.
Table 6: Travel Dependence All % Independently With an Attendant Total 29.9 70.1 100.0 Wheelchair % 21.1 78.9 100.0 Other % 43.0 57.0 100.0

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3.4 Lifestyle Situation

Table 7: Lifestyle Situation All % Full-time Home Duties Looking for work/Unemployed Retired Voluntary unpaid work Part-time education Full-time education Part-time paid work Full-time paid work (30+ hrs/wk) Full Pension Other Total 13.9 4.3 22.4 1.9 2.1 9.4 7.9 12.5 19.9 5.7 100.0

The striking feature of Table 7 is that 58% of people are either Retired (22%),on a Full Pension (20%), Full-time Education (9%),Unemployed (4%) or doing Voluntary work (2%).Only 21% of people are in Full-time employment (13%) or Part-time employment (8%).This radically constrains a persons ability to have high levels of disposable income. This together with the findings of the Income may affect individuals capability to travel regularly or to travel where moderate costs are involved.

3.5 Income

Table 8 highlights the economic constraints faced by the respondents.The lack of disposable income is highlighted by 55% of people earning less than $10,000 a year.This is followed by 17% earning between $10,000 $19,999,15% earning between $20,000 - $34,000.Only 9% of people earn between $35,000 - $49,999 and 5% earn above $50,000 a year. However, as Veal (1992) notes,income-based questions are notoriously unreliable with people under or over stating income or omitting to answer the question.

Table 8: Income All % $0 - $4,999 $5,000 - $9,999 $10,000 - $19,999 $20,000 - $34,999 $35,000 - $49,999 $50,000 - $74,999 $75,000 + Total 25.6 29.0 16.5 15.3 8.6 3.7 1.3 100.0

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3.6 Educational Level Attained

Table 9: Educational Level Attained All % Primary School Secondary School (Years 7-10) Secondary School (Year 11-12) Some Trade Certificate/TAFE education University, CAE or other tertiary graduate Postgraduate Total 10.1 31.6 15.3 23.6 14.5 4.9 100.0

Table 9 presents the highest Educational Level Attained.While Lifestyle Situation and Income provide evidence of the economic constraints facing people with a physical disability the Educational Level Attained suggests that it is not because of lack of educational attainment.While Primary (10%) and Junior Secondary (32%) make up a significant proportion,the majority of people (58%) have senior or post Secondary training,with TAFE (24%) and University (19%) qualifications well represented.When compared to the general population people with a physical disability are a highly educated group. As such,they are a group who are well versed and able to act if they believe their rights are being violated.

3.7 Gender and Age

The survey results yielded an almost perfectly balanced gender breakdown of Female (50.1%) and Male (49.9%).There is a relatively even age distribution from 30-60 years,with a decreasing tail on either side except for 0-13 year olds (10%).Table 10 presents the cross tabulation of Gender and Age.Note the greater number of adolescent and young adult males, a likely product of traumatic spinal cord injury (RNSH Spinal Unit 1995).
Table 10: Gender and Age Female % 1 to 19 20 to 29 30 to 39 40 to 49 50 to 59 60 to 69 70+ over Total 11.8 8.1 16.8 21.8 18.9 14.3 8.3 100.0 Male % 17.6 10.9 18.8 19.7 15.3 11.0 6.6 100.0

3.8 Postcode

Lastly, the place of residence shows there was an excellent representation of people from Country New South Wales (41%). Sydney residents made up 58 % of respondents with there being a relatively even distribution amongst geographic areas except for City East (2%).

24

Chapter Four

Domestic Tourism Patterns

I would like to tra vel more in Au s t ralia but to find accessible accommodation is time consuming and always more ex p e n s i ve. Ma y b e if Ca ra van Pa rks could have a few cabins with access - as well as cheaper units/flats houses - plus good access to water or swimming pool.
Questionnaire 578

T
4.1 Domestic Travel and Number of Trips

his chapter details the domestic tourism patterns of New South Wales people with a physical disability who have travelled in the last year. Domestic travel is defined as any trip over 40km (25 miles) or more away from home where the people stayed at least one night.It could have been for pleasure,business or any other reason (BTR 1995).

Of those surveyed 77% had undertaken domestic travel in the last year. The majority of people (64%) had taken one (25%),two (22%) or three (16%) trips.Only 12% of people had taken eight trips and over in the last year (mean = 4.3; mode = 1; median = 3). Map 1 illustrates the location and the percentage of visitors to the 10 most popular domestic regions in New South Wales.Sixty seven percent had holidayed in New South Wales with the most popular destinations being Sydney (19%),the Blue Mountains/Hawkesbury/Central Coast (8%), Illawarra (6%),Hunter (6%) and the South Coast sub region (5%).Of those holidaying interstate,the most popular destinations were Queensland other (8%),Brisbane (6%),ACT (6%),Melbourne (4%) and Victoria other (4%).

4.2 Main Destination of Last Trip

Map 1: Domestic Destinations - ABS Tourism Regions 25

4.3 Month Returned and When Last Trip Occur red

The questionnaire was administered between May and October 1995. Of those people travelling domestically there was a preference for travel through the Australian autumn,winter and spring,with June (14%),April (14%),May (13%) and July (11%) being the most popular months.The other month with significant domestic travel was January (13%) which is traditionally the most popular overall month for holidaying in Australia.As such,40% of peoples last trip was less than two months ago,with a reasonably even distribution through the other months. Figure 1 shows the nights away for each trip.On average,New South Wales respondents spent eight nights away on their domestic trip.However, in reviewing the distribution of nights away, a two night stay was most popular (weekend stay),with a relatively even distribution between 1 and 5 nights (8% - 10%),and peaks occurring thereafter on 7 night (9%),10 night (6%) and 14 night stays (5%) (mean = 8.2;mode = 2;median = 5).
Over 14 nights 1-2 nights

4.4 Nights Away on Trip

Figure 1: Domestic Nights Away

8-14 nights

6-7 nights

3-5 nights

4.5 Main Reason for Trip

As shown in Table 11,the two main reasons for a trip were pleasure/ holiday (48%) followed by visiting friends and relatives (31%). The other reason to record a significant result was for disability specific or medical (7%).When this reason was cross tabulated with area of residence (Postcode recoded) it was found that 87% of this group were from New South Wales Country. This can be attributed to the need for New South Wales Country people to travel, mainly to Sydney, for specialist disability or medical reasons.Some hotels (e.g.Camperdown Travelodge) near hospitals (e.g.Royal Prince Alfred or the old Camperdown Childrens Hospital) have catered for this market by accident because of their location.
Table 11: Domestic Main Reason for Trip All % Pleasure/Holiday Visiting Friends and Relatives Personal Reasons Conference/seminars Business Sport organised/recreational Disability related or medical Other 48.4 31.3 3.7 2.9 1.6 3.1 6.8 2.0 100.0

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Total

4.6 Accommodation Main Type/Access /Accuracy

The most popular accommodation was with friends or relatives (34%).This was followed by 4-5 star hotel/motel (19%),2-3 star hotel/motel (17%) and rented house or flat (7%).Accommodation was an area that provided greatest contrast between Wheelchair Users and people using Other Mobility Aids.When answering the question, Did you require accessible accommodation?, 88% of Wheelchair Users responded yes as opposed to 39% of people using Other Mobility Aids. Significant differences were also revealed in the perceived accuracy of the information provided about the accommodation.Wheelchair Users believed the information was accurate for their needs 76% of the time as compared to Other Mobility Aids users who believed the information was accurate for their needs 85% of the time.Information accuracy will be further discussed in Chapter 7. Table 12 provides a breakdown of the main accommodation type used on the trip by mobility aid.As can be seen Wheelchair Users used a larger proportion of commercial hotel accommodation than people using Other Mobility Aids.This is most noticeable with 4-5 hotels and can be attributed to a number of factors discussed in Chapter 7. People using Other Mobility Aids had a greater range of accommodation choice because their access needs were not as high as Wheelchair Users.This was most noticeable with the staying with friends and relatives category where 42% of people using Other Mobility Aids used this option as opposed to 23% of Wheelchair Users. The difference occurs because Wheelchair Users would need friends and relatives with accessible houses.
Table 12: Domestic Accommodation by Mobility Aid Main Type of Accommodation Hotel/Motel (4-5 star) Hotel/Motel (2-3 star) Private Hotel or Guesthouse Rented House or Flat Own holiday House or Flat Friends or Relatives House/Flat Other Total Wheelchair % 21.5 18.5 2.9 7.3 2.5 28.4 19.0 100.0 Other % 14.5 15.5 3.8 5.6 2.1 42.0 16.5 100.0

4.7 Main Transport Used To Reach Destination

Transport is another crucial component of travel for people with a physical disability. Much of the Australian public transport system has limited accessibility, significantly reducing transportation options for people with a physical disability.Transport for domestic tourism has been split into Main Transport Used To Reach Destination and Combined Transport Used at Destination. Table 13 presents the main transport used to reach the destination.Over 70% of people used a private vehicle (60%) or a private modified vehicle (11%).This was followed by plane (16%),train (5%) and bus/coach (4%).(These figures again generally accord with the
27

DTM for the general population). People using private vehicles have the freedom of using those vehicles at the destination.Once people using commercial transport (plane,train and coach) reach a destination they must find accessible means of transportation.
Table 13: Domestic Main Transport to Reach Destination Transport to Destination Plane Bus/Coach Private Vehicle Private Vehicle Modified (Special purpose or hand controls) Rented or Hired Vehicle Rented or Hired Vehicle (Special purpose or handcontrols) Train Ship/boat/ferry Special Purpose Taxi Community or Organisation Transport Other Total All % Wheelchair % 15.9 3.7 59.8 11.3 .6 .1 5.1 .3 .5 1.6 1.0 100.0 16.8 2.5 54.0 17.6 .6 .2 3.4 .3 1.0 2.3 1.3 100.0 Other % 14.2 5.9 67.3 3.1 .6 .1 7.5 .2 .0 .6 .4 100.0

4.8 Combined Transpor t at Destination

Once at the destination the range of transport options which may be accessed depends on the nature of the destination itself, location of accommodation,leisure activities,budget of the individual etc.Not surprisingly 77% of people use their private or modified vehicle. However, the range of other transport used is more varied. Pedestrian access accounts for 24% of peoples movement; Taxis or Special Purpose Taxis make up another 11% of peoples movement;Bus/coaches (8%),Hire vehicles (5%) and Boat trips (4%) are the other contributors.Refer to Appendix One (Section A). The major group travel types that people with a physical disability travelled with were Friends/relatives (29%),with Partner (28%), Parents with children (19%) and individually (9%). Group travel only constituted 7% comprising Organised groups (4%) and disability specific groups (3%).

4.9 Domestic Travel Group Dynamics

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Table 14: Travel Group Type All % Self Partner Friends/relatives Parents and children Business associate Parents and children & other friends/relatives Couple with other adults (no children) Specific disability purpose Organised group Other Total 9.2 27.9 29.1 18.7 1.0 4.5 .6 2.7 3.5 3.0 100.0 Wheelchair % 9.0 27.6 29.9 17.0 .8 4.0 .3 3.6 3.8 4.0 100.0 Other % 9.7 27.6 27.5 21.4 1.1 5.5 1.0 1.2 3.6 1.4 100.0

The majority of people with a physical disability travel with between two to five people in their group (mean = 4.1;mode = 2.0;median = 3.0). However, there was a reasonable percentage of groups sized seven people and over (8%),with group size extending up to 100. The majority were the only member of their group with a disability (87%). Of those who had other people with a disability in their travel group (13%),the average number of people with a disability in the group was 3.4 (mode = 1.0;median = 1.0).

4.10 Domestic Travel (Estimation of Market Size)

Chapter 2 reviewed the market statistics for people with a disability in Australia.Some 3.2 million or 18% of the Australian population were classified as having a disability (ABS 1993).In New South Wales alone there are some 1.1 million people with a disability. This study has researched people with a physical disability. Using Table 1,and by excluding people with either mental illness,sight loss,hearing loss,circulatory, respiratory or other diseases or conditions,1.1 million Australians or 351,600 people residing in New South Wales,are classified as having a physical disability. In reviewing the data collected in this study on domestic trips and nights away on their last trip,it was found that 77% of respondents had undertaken a domestic trip in the last year. On average respondents took 4.3 trips a year (median = 3;mode = 1),with an average 8.2 nights away on the last trip (median = 5.0;mode = 2).

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Data on expenditure on domestic trips by people with a physical disability was not collected in this study. However, using mean estimates for average expenditure per trip night from the DTM (1994 $/trip night: $68 Australia; $82 New South Wales) a value can be estimated for the travel market of people with a physical disability in New South Wales and Australia. For this estimation the more conser vative Australia wide figure of $68 per trip night was used. Appendix 4 presents the estimation of domestic market size and value based on these figures.
Table 15: Estimation of Domestic Market Size Australia People with a Phy.Dis Trips (%) Trips (Av) / per year Nights (Av) for all trips Nights (Av) for last trip No. in Group (Av) $/Trip Night 77% 4.3 8.2 8.2 4.1 $68 1,099,900 846,923 3,641,769 29,862,505 6,944,769 28,612,447 $472,244,265 New South Wales 351,641 270,764 1,164,284 9,547,128 2,220,262 9,147,460 $150,977,831 No. People No. to Travel No. trips No. all nights No. nights last trip No. Gr nights last trip $/Person Last Trip

Table 15 shows,in a given year, the volume and value of the domestic market for people with a physical disability is substantial.Based on individuals with a physical disability there are some 3.6 million trips per year totalling to some 29.8 million nights.When the group dynamics data of average group size (4.1) is included, the figure increases to 122.5 million nights per year for people with a physical disability and those who travel with them.Even when isolating the last trip taken by the individual with a disability, this still accounts for 7 million nights and some $472 million Australia wide or 2.2 million nights and $150 million in New South Wales alone.When the group dynamics data is factored in,the value of the Australian domestic travel market for people with a physical disability can be estimated at $2 billion annually. See Appendix 4:Australia Wide Market Estimates, for a State and Territory breakdown.

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Chapter Five

Overseas Tourism Patterns

I have driven and tra velled ex t e n s i vely in Au s t ralia and USA. The USA provides access far more consistently and one can stop and get into almost any hotel in almost any town - buy a meal etc etc almost without hassles. In Au s t ralia it is ve ry difficult - always a step. At least its at all the little places which make a car trip so aggra va t i n g . Hotel rooms are improving but access normally only in higher priced ones. For these reasons our next major (1996) driving holiday will be in the USA. So r ry but ...
Questionnaire 2678

In our experiences we have found overseas countries eg Hawaii, USA, Eu rope, England, have put a lot of time and consideration for the aged and disabled into tra n s p o rt, hotels, information pamphlets.
Questionnaire 722

his chapter outlines the tourism patterns of New South Wales people with a physical disability who have travelled overseas in the last year. The chapter is not as comprehensive as others as Tourism New South Wales is only charged with marketing New South Wales as a destination, both domestically and internationally. The overseas travel section of the questionnaire was therefore shortened to allow more data to be collected in other sections.However, the information was recognised as being essential to establish baseline data on the tourism patterns of New South Wales people with a physical disability.

5.1 Overseas Travel and Number of Trips in the Last Year

Of those surveyed, 11% had undertaken overseas travel in the last year.This was significantly lower than the 77% of people who had undertaken domestic travel in the last year.Yet this compares to the general population based on 1995 figures. Some 2.42 million Australian residents departed Australia on short-term visits abroad (ABS 1996).Based on an Australian population of 18 million this suggests 13% of all Australian undertook overseas travel in 1995. (However, this figure would be lower when taking account of those people who undertook multiple trips). It is not surprising that of these people 86% and 12% of people had taken only one or two trips respectively, with only 2% taking between three and eight trips in the last year (mode = 1;median = 1;mean = 1.2).This suggests overseas travel is an activity fewer people are able to undertake because of the resources required and/or their interest in doing so.

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5.2 Month Returned From International Travel

Of those people taking overseas travel there was a preference for travel through the Australian winter and spring with July and September (15%) being the most popular months followed by October (14%), June (12%), May and August (11%).The other month with significant overseas travel was January (10%) which is traditionally the most popular overall month for holidaying in Australia. Table 16 shows that the four major main overseas destinations were the United States of America (19%),the United Kingdom (19%),New Zealand (17%) and Other (11%).The other destinations to record significant visitation were Asia (6%) and Fiji (5%).
Table 16: Top Overseas Destinations All % USA United Kingdom New Zealand Other Asia Fiji 18.5 18.5 16.7 10.5 5.6 4.9

5.3 Main Overseas Destinations

5.4 Reason for Overseas Destination Choice

The reasons for choosing the overseas destinations are shown in Table17 and largely reflect that of the wider community. Seventy six percent of people chose the destination for pleasure/holiday while 26% undertook overseas travel to visit friends and relatives.The other significant reason for destination choice was to attend a special event or to participate in sport (7%).This response has important implications for New South Wales as a host of the Sydney 2000 Olympics and Paralympics and its attractiveness to the world wide community as a venue for pre-and post-Olympic, Paralympic and other events.
Table 17: Reasons for Overseas Destination Choice All % Pleasure/Holiday Visiting Friends and Relatives Personal Reasons Conference/seminars Business Superior facilities for people with disabilities Better info for people with disabilities Special Event/Sporting Other 76.2 26.2 3.6 3.2 3.2 2.0 2.4 7.1 4.8 Wheelchair % 73.4 23.1 2.1 2.8 2.8 3.5 4.2 12.6 2.8 Other % 78.0 29.7 5.1 3.4 3.4 .0 .0 1.7 7.6

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5.5 Overseas Travel (Estimation of Market Size)

As discussed in Chapter 2.2,the ABS (1993) figures provide secondary data on the number of people with a physical disability. In reviewing the data collected in this study on overseas trips away it was found that 11% of respondents had undertaken an overseas trip in the last year. On average, respondents took 1.1 trips a year (median = 1; mode = 1).Expenditure by respondents was not collected in this study and is not collected by the ABS Short-Term Movements (Catalogue 3401.0).Table 18 presents the estimation of overseas market size based on these figures.
Table 18: Estimation of Overseas Market Size Australia People with a Phy.Dis Trips (%) Trips (Av) 11% 1.1 1,099,900 120,989 133,088 New South Wales 351,641 38,681 42,549 No. of People No. to Travel No. overseas trips

As Table 18 shows,in a given year the estimated volume of overseas travel by people with a physical disability is substantial.In a given year there are an estimated 121,000 people with a physical disability who travelled overseas in the previous year. Australia wide this accounted for some 133,100 trips with 42,500 of these trips originating in New South Wales This demonstrates to the outbound tourism industry the opportunities for developing specialist products catering for people with a physical disability. See Appendix 4: Australia Wide Market Estimates, for a State and Territory breakdown.

33

Chapter Six

Day Trip Patterns

Independent day trips, even to suburban parks, are thwarted due to lack of suitable parking, lack of ze b ra crossings and barriers to vehicle access to re c reational areas (off roadside) in order to unload wheelchair and disabled passengers.
Questionnaire 470

Our day trips include beach, bush walks (wheels) and fishing trips land-based and boating. Now that Co u n t rylink trains are accessible with toilets we are trying them for the first time later this ye a r.
Questionnaire 646

Day trips are more our thing. Just hop in the car and go. So m e t i m e s the destination is suitable, sometimes not. Pot luck can be ex h a u s t i n g , but also exc i t i n g . Questionnaire 1600

his chapter outlines the tourism patterns of New South Wales people with a physical disability who undertook a day trip in the last six months. A day trip for the purpose of the questionnaire was defined as any round trip from home of more than 40km taken for pleasure.As can be seen in the above quotes day trips are less complicated because there is no need for accommodation and therefore,other equipment and services associated with overnight stays.

6.1 Day Trip Frequency in the Last Six Months

Over 75% of respondents had undertaken a day trip in the last six months. However, it must also be considered disturbing that 25% of respondents had not taken at least a day trip in the last six months.Of those who take day trips Figure 2 shows the frequency of the trips. Almost a half of the respondents (47%) had taken 1-2 trips in the period.However, 41% undertake day trips on at least a monthly basis,with 11% day tripping on a weekly basis.
Figure 2: Day Trip Frequency Once a month

Each 2-3 months

Twice a month

Each week Other

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Once (4-6 months)

6.2 Day Trip Type

Table 19 shows that like the general population,driving for pleasure was the major day trip experience for people with a disability.This was more than double the popularity of the next activity of Visiting national parks or natural areas (30%), Attending food festivals/restaurants (24%) and Other activities (21%).The next six activities had only a 5% spread between them (14 - 19%).However, 11% of people with a physical disability had undertaken a day trip to an event specifically for people with a disability. The recreational tourism patterns are affected by the two other factors of transport and group dynamics.
Table 19: Day Trip Type All % Pleasure driving and sightseeing Visit museums or art galleries Visit animal parks, wildlife reserves or zoos Visit entertainment or theme parks Visit nat. parks, bot gardens, nat areas etc Attend special events e.g. expo, ag show etc Attend major sporting events Playing sport Live theatre/music/concerts Outdoor & folk museums/historic parks Casinos Food festivals/Restaurants etc. Events for disability purpose i.e. Conf etc Other trips for pleasure 67.2 16.4 19.9 15.9 30.1 18.9 14.5 7.7 18.5 5.8 2.0 24.4 11.2 21.4

6.3 Day Trip Transpor t

Transport is crucial to the day trip experience.As such,Table 20 presents the transportation used by people with a disability to attend day trips. Eighty percent used either a Private Vehicle (64%) or a Private Vehicle Modified (16%).This was followed by Bus/Coach (6%),Community or Organisation Transport (5%) and Special Purpose Taxis (3%).Private transport allows the individual or group freedom to roam, and not be fixed to timetables.It is also not as costly or unreliable as special purpose taxis.

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Table 20: Day Trip Transportation All % Plane Bus/Coach Private Vehicle Private Modified Vehicle Rented or Hired Vehicle Train Ship/boat/ferry Special Purpose Taxi Community or Organisation Transport Other Total 1.1 5.8 64.0 16.1 .9 2.3 1.2 2.9 4.8 .8 100.0

6.4 Day Trip Group Dynamics

The major group type was with Friends/relatives (29%),with Partner (26%) or Parents with children (19%). The group type was notable for the small percentages travelling individually (7%),which supports the social nature of day trips,or those travelling with a disability specific group (3%). However, there were a number of other people who travelled with Organised groups (8%).Refer Appendix One,(Section C). The majority of people with a physical disability travel with between two to five people in their group. The mean group size was 4.8 (mode = 2.0;median = 3.0).However, there was a reasonable percentage of groups sized 10 people and over (8%),with group size extending up to 60. The majority of people were the only member of their group with a disability (81%).Of those who had other people with a disability in their travel group (19%) the mean number of people with a disability was 4.8 in the group (mode = 1.0;median = 3.0).

6.5 Day Trip Travel Estimation of Market Size

As discussed in Chapter 2.2 the ABS (1993) figures provide secondary data on the number of people with a physical disability. In reviewing the data collected in this study on day trips it was found that 75% of people with a physical disability had undertaken a day trip in the last six months.On average people with a physical disability took nine trips a year. Expenditure on day trips by people with a physical disability was not collected in this study. However, using mean estimates for a verage expenditure per trip from the DTM Day Trip Monitor (1992 $/trip average $41 across all day trips) a value can be estimated for the travel market of people with a physical disability in New South Wales and Australia. Table 21 presents the estimation of the day trip market size and value based on these figures.

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Table 21: Estimation of Day Trip Market Australia People with a Phy.Dis. Trips (%) Trips (Av)/6mths No. in Group (Av) $/Day Trip (Av) 75% 9 4.8 $41 1,099,900 824,925 7,424,325 35,636,760 $304,397,325 New South Wales 351,641 263,731 2,373,578 11,393,173 $97,316,688 No. of People No. to Travel No. day trips Total group day trips $/Day Trip Individual

As Table 21 shows,the volume and value of the day trip market for people with a physical disability is substantial.Some 825,000 people with a physical disability undertook a day trip in the last six months accounting for 7.4 million trips.When the group dynamics data of average group size (4.8) is included,the figure increases to 35.6 million day trips in the last six months for people with a physical disability and those who travel with them. Even when isolating the last trip taken by the individual with a disability, this still accounts for some $304 million Australia wide or $97 million in New South Wales (over the last six months) or $608 million annually.When the group dynamics data is included the day trip market for people with a physical disability is estimated at $1.5 billion over the last six months or $3 billion annually. See Appendix 4:Australia Wide Market Estimates, for a State and Territory breakdown. The day trip market is already a significant market.The market is based currently on a high degree of use of non commercial facilities.Operators therefore,have the potential to translate this sizeable market into increased revenue if adequate accessible commercial facilities are available.Chapter 8 provides a discussion of mechanisms to promote accessible facilities and services to people with a physical disability.

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Chapter Seven

Satisfaction with, Needs and Constraints to T

ravel

You can have good holidays. You have to plan ahead and must ex p e c t p roblems with access, even if it is supposed to suit disabled people.
Questionnaire 429

I, with my partner, have travelled extensively throughout Australia, but it was achieved at a cost to both of us. The lack of accessible accommodation, toilet facilities, attractions, eating place and transport, was so poor that we have decided not to travel any more until the situation changes... These things must change, not matter if you travel cheaply or at the top end scale. We should have the same rights as everybody else.
Questionnaire 1185

his chapter outlines the satisfaction with, requirements for, and constraints to travel and non travel for people with a physical disability. The chapter is the largest,most comprehensive and qualitative, utilising the greatest variety of question types, particularly open ended questions so as to ascertain the details of individuals.It is this section that provides the majority of information for Chapter 8: Issues Raised: Community, the Government and the Tourism Industry.

7.1 Satisfaction with Level of Travel

Figure 3 presents the satisfaction of respondents with their current level of travel.Overall 26% of people were satisfied with their current level of travel. However, 74% were dissatisfied and wanted to travel more (50%) or very dissatisfied and wanted to travel a lot more (24%). These figures are further affected by the persons degree of mobility dependence. Satisfaction for Wheelchair Users falls to 22% and dissatisfaction increased to 78% while satisfaction for people using Other Mobility Aids rose to 30% and dissatisfaction decreased to 70%.The reasons for the change are linked to the constraints to travel,the special travel requirements and the bar riers encountered.
Figure 3: Satisfaction with current level of travel Very dissatisfied

Satisfied

Dissatisfied

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7.2 Constraints to Travel

The major travel constraints cited were problems with the accessibility of accommodation (42%),problems with accessibility of destinations (36%), lack of accessible attractions and the lack of accurate information (30%). All these constraints can be minimised or overcome through better planning practices by all levels of Government and the tourism industry. Like the rest of the population a major constraint to travel was economic (50%).Table 22 presents the constraints to travel for all users,Wheelchair Users and people using Other Mobility Aids. Again there are some significant differences between the groups. The Wheelchair Users constraints included general access requirements (40%),obtaining accurate information (35%),pre-planning requirements (30%) and additional costs of attendants (23%). All added to the dilemmas of travel.Other Mobility Users constraints were primarily economic constraints (62%) and other needs (12%).
Table 22: Constraints to Travel All % Difficulty of the pre planning requirements Previous problems encountered Accessibility of accommodation Accessibility of destinations Accessibility of attractions Transport problems getting to destinations Transport problems at destinations Difficulties in obtaining accurate information Problems with how information is made available Lack of suitable attendants Additional cost of attendants Economic constraints Others 25.1 25.8 41.4 37.3 32.9 34.1 27.5 28.6 13.4 16.1 17.6 50.5 9.4 Wheelchair % 29.7 28.5 55.2 45.8 37.7 36.7 28.3 34.6 14.9 19.8 23.0 44.9 7.3 Other % 16.6 21.4 15.9 21.8 25.0 29.5 26.3 17.9 9.9 9.0 8.9 62.0 12.7

7.3 Special Travel Requirements

Special travel requirements was another variable where there was a significant difference between Wheelchair Users and people using Other Mobility Aids.As such,Table 23 presents the special travel requirements for Wheelchair Users and people using Other Mobility Aids. As with Chapter 4.6,the requirement for an accessible room (93% and 64%) and an accessible bathroom (91% and 57%) are dominant for Wheelchair Users and people using Other Mobility Aids alike. The other major requirements for Wheelchair Users are a personal care attendant to travel with (55%), shower seat (50%) and commode (40%). The Other Mobility group has similar needs of a personal care attendant to travel with (30%) and shower seats (21%) but have much higher other special needs requirements (12%).
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However, the Wheelchair Usersother needs are important for higher support needs Wheelchair Users who may require adjustable beds (19%), hoists (17%) and other equipment (9%).
Table 23: Special Travel Requirements All % Accessible room Accessible bathroom Shower seat Commode Hoist Adjustable bed Other equipment Modified vehicles Personal Care Attendant - to travel with Personal Care Attendant - at destination Other special needs requirements 82.6 79.2 40.4 27.1 10.9 14.1 7.6 23.4 46.3 21.8 8.7 Wheelchair % 92.5 90.7 50.2 39.7 16.3 19.0 9.0 32.1 55.1 27.5 6.7 Other % 63.7 57.1 21.2 3.4 .8 4.7 4.8 6.9 30.3 11.3 12.3

It is some of these equipment needs that add to the difficulty of travelling. Access to equipment in destination regions is not always available and this means people must take the equipment with them or not travel.Schemes operating in the past which involved base hospitals hiring equipment to people with a disability who were travelling in their areas were most successful.However, these schemes have now all but disappeared. The explanation being the equipment is needed for outpatient services. Some chemist chains have limited equipment hire,but both geographic coverage and equipment range need to be improved. Recently, some medical equipment supply companies have introduced hire schemes that promise a greater range of equipment, geographic coverage and reliability than previously offered. The New Zealand example of new accessible accommodation (post 1990) having a hoist and a commode chair available is a proactive way of addressing this problem.The provision of such equipment could be one strategy employed to achieve higher occupancy rates for accessible accommodation.Another strategy would be for operators to be aware of equipment hire opportunities in their area and refer prospective customers.However, the need to hire equipment is yet another added cost to the traveller with a physical disability.

7.4 Specific Barriers Encountered

Over 50% of respondents of fered specific examples of barriers they had encountered in travelling covering over 70 different categories.General wheelchair accessibility (12%) and steps/ramps (11%) were the two major responses about general physical access. Specific access barriers included public transport (11%), toilets (10%),accommodation (10%),bathroom/ showers (9%),attractions (8%) and parking (6%).Information again featured with accommodation information accuracy (11%) and general

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information accuracy/level of provision (9%). The barriers encountered were then grouped into general areas and are shown in Table 24.
Table 24: Grouped Barriers Encountered All % Accommodation General wheelchair access Information Transport Toilets Attractions Disability specific Parking Awareness/education Economic Equipment 40 28 23 22 16 11 8 7 3 3 2

Not surprisingly the bar riers encountered was another area where there were major differences between Wheelchair Users and people using Other Mobility Aids.The barriers encountered and potential mechanisms to overcome these will be discussed in greater detail in Chapter 8.

7.5 Suggestions for Improvement

Over 45% of respondents offered suggestions for improvements,covering 58 separate categories,to enable people with a physical disability to travel more easily. Not surprisingly general wheelchair access/standards (17%) was the major finding,along with lifts/ramps (9%),the need for more toilets (4%) and improved access to attractions (3%).However, this was closely followed by the need for improvement of access to public transpor t (13%).The next highest response was for education of service providers (12%).Again the need for accommodation improvements featured prominently including general (7%),more budget (4%) and bathrooms (3%). Figure 4 shows the suggestions grouped into general areas.
Figure 4: Grouped Suggestions for Improvements

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The suggestions for improvement largely reflect the constraints and barriers encountered.Suggestions for improvement was another area where there were differences between Wheelchair Users and people using Other Mobility Aids. The suggestions for improvement and mechanisms for implementing these will be discussed in greater detail in Chapter 9.

7.6 Accommodation and Attraction Information

Information for accommodation and attractions was obtained from the sources in almost identical proportions. This reinforces the view that the best information for people with a physical disability is information that can be verified by people who are aware of their individual access needs.This was the case with both accommodation and attractions,where individuals used friends/relatives (52% and 57%) to check on accessibility. The major difference between the two was that local tourism information offices are used for attractions (23%) to a greater extent than accommodation (13%). This is not surprising given most people with a physical disability undertake high degrees of pre-planning. Accommodation is crucial to the success of the trip whereas accessible attractions are often sought as part of the spontaneous tourism experience and are seen as a bonus for the trip. Respondents were asked in which formats they would prefer access information about tourism-related facilities and services. The preferred formats were directories (67%),brochures (60%) and area directories (49%). These preferences should be viewed in the context of the comments on the accuracy and accessibility of information contained in these sources. The findings suggest that substantial improvements can be made in accuracy and level of detail contained in publications.However, the alternative methods of information delivery met with a mixed response. There appears to be demand for a consolidated phone service (35%) about accessible tourism facilities and services but low demand for computer directories (7%).This may be due to the economic constraints of the group (see Chapter 3 and Chapter 8) and possibly low computer ownership or computer literacy. Over 37% of respondents provided examples covering 38 separate categories of information,that are required to better meet travel planning needs. The overwhelming single greatest need and recurring theme of the findings was the accuracy/level of provision (28%) of information.While this is applicable across all tourism sectors,a number of specific examples were cited. Accommodation access (19%),destination directories (13%), guide books (10%),transport (11%) and destination services (6%) are all areas which can be improved substantially. Information requirements and strategies for implementation will be discussed in greater detail in Chapter 8.

7.7 Prefer red Information Format

7.8 Information Requirements

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Table 25 shows the information requirements grouped into general areas.


Table 25: Grouped Information Requirements All % Accuracy/level of provision Accommodation access Destination directory/guide books Transport air/coach/rail/ferry Toilets/parking/medical location Access/signage generally Services at destination General public/tourism education 28.1 20.4 22.8 11.3 18.8 18.1 11.8 7.2

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Chapter Eight

Issues Raised: Community, the Government and the Tourism Industr y

Tra velling with a disability is a never ending nightmare, hell on Ea rth, indescribable, nerve wracking, stomach churning, unbelieva b l y ex p e n s i ve ex p e r i e n c e .
Questionnaire 2131

Having tra velled a fair amount before a vehicle accident in 1978, I h a ve battled to enjoy further tra vel, but have many experiences and disappointments because of so many places of interest and accommodation not being accessible. Much is being accomplished and attitudes of management and staff has improved enormously since 1981 - The In t e rnational Year of the Disabled .
Questionnaire 1031

t is easy to forget that the statistics discussed in this report reflect the lived experiences of people with a physical disability who travel,wish to travel or who are una ble to travel.Travelling should be a pleasurable experience.However, as shown in the previous chapter, people with a physical disability have much more to consider when planning a trip than the average person.The amount of extra planning required by people with a physical disability depends on the type and degree of disability. As shown in the results sections (refer to Appendix 1 for full comparison) Wheelchair Users generally have greater requirements than people who use Other Mobility Aids,and this is further complicated by the type and degree of disability.

The report provides Government and the tourism industry with information about the tourism patterns and experiences of people with a physical disability. As is discussed in this chapter, this information helps deconstruct many of the myths which exist about the market of people with a physical disability and their tourism patterns and experiences. Secondly, the chapter discusses ideas which may bring about changes to the tourism experiences of people with a physical disability. Improved access to the provision of goods,services and facilities will not only impact on those people with a disability living in New South Wales but will provide increased potential to service the needs of the growing tourism market of people with a disability and the ageing population. This chapter will firstly discuss market myths which are challenged by the study findings before discussing the issues for Government and the tourism industry. Direct quotes of the lived tourism experiences of people with a physical disability are used to support points where appropriate.

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8.1 Market Myths and Realities

The information collected for the study has challenged a number of myths about the market of people with a physical disability, their tourism patterns and experiences.Some of the myths include: Myth 1: People with a disability are a small market anyway so why bother? Reality The market is large (see market estimate figures in Chapters 4, 5 and 6) and reflects those mainstream market groups such as young singles, young couples with children,older retirees etc.

Myth 2: The market doesnt travel or spend because of income constraints. Reality The market has income constraints but travels on a level comparable with the rest of the population.However, the market also cites other reasons apart from financial reasons for non travel as being the major constraints encountered. People with a physical disability want to travel more frequently.

Myth 3: It is easier to ignore the market and their needs. Reality It is not easier or okay to ignore the market for two reasons. Firstly, it is illegal to deny access to this market intentionally or unintentionally under the DDA and complementary state legislation. Secondly, it is economically short sighted to do so. Potentially it is a large market that can be reached cost efficiently through the networks of organisations representing people with physical disabilities.

Myth 4: The market tends to travel in large groups and is therefore too difficult for the average establishment to cope with. Reality On average 80-90% of all travel by people with a physical disability is with a partner/carer, family or friends who do not have a disability. Of those who undertook travel with other people with a disability most travelled with 1-2 other people with a disability.

Myth 5: Disabled people are better off doing things organised by institutions or Government agencies who know what their needs are and how to cater for them. Reality The majority of people with a physical disability live in the community and access tourism experiences as individuals.They
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use mainstream integrated tourism products and services with no institutional or government intervention. Myth 6: Ive never seen anyone in a wheelchair at my establishment before so why should I provide facilities now? Reality People can not use a facility if they can not get in! This fact has been overlooked by the Government and tourism industry in the past. Myth 7: Ive got a disabled room/facility but Ive never seen anyone in a wheelchair use it so why did I bother going to the expense of putting it in? Reality People will not utilise a service they are not aware of. It is like the idea of the chicken and the egg - what comes first? In this case the accessible facilities,the information/promotion and the market use by the consumer. Unlike the movie Field of Dreams, where the line was build and they will come,in providing accessible facilities the line is build,market and they will come!.

Myth 8: It is not a good business decision to go out of your way to provide these expensive facilities for people with a physical disability who will not utilise them in any case. Reality The facilities are not expensive when included from the beginning of a project. People with a physical disability are also loyal customers of those establishments who do a good job catering for their needs.Such establishments find a high degree of return visitation and high occupancy rates.

Many of these myths and misconceptions have developed because of a lack of understanding and information about people with a physical disability, their tourism patterns and their needs. It is not surprising then that the information provided to people with a physical disability by Government and the tourism industry about accessibility has been on the whole less than adequate. At this point exploration of the key issues will begin.

8.2 Information

A consistent need raised throughout the study was that of information provision. Comments raised in the study relating to information provision touched on all tourism sectors from transport,accommodation,attractions and hospitality. Simply stated,Information obtained on accessibility is not always accurate or detailed. (Questionnaire 1060). Four main points were raised about the nature of information provision.They were the:

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Accuracy of access information provided; Level of detail of the information provided; Availability of the information;and Format that the information is available in.

Some Government agencies have already started to address these issues. The New South Wales Department of Transport have established dedicated information lines e.g 131 500 and TTY services to provide information on the accessibility of public transport as a means of addressing this issue. Tourism New South Wales is developing an information system on the accessibility of tourism product through its Visnet tourism information database. Due to the centrality of the information issue Chapter 8.11 includes ideas for developing more accurate and accessible information systems.Largely, information requirements fell into two distinct areas: General access;and Holiday experience. General access is the cause of greatest concern for people with a physical disability.This is because of the uncertainty and the inconvenience this can cause to the traveller, effectively impacting on the quality of the total holiday experience.One example aptly expresses the frustration experienced: Arriving in ******* at 8pm to find that the 4-star motel with a disabled unit has two steps to gain entry to said room, plus hob and sliding screen on shower, great info, great holiday. I guess there are no politicians in wheelchairs. Questionnaire 439 Unlike the rest of the community who can transfer to alternative venues if not satisfied with their choice of establishment,people with a physical disability generally do not have this option because of the limited number of facilities available.Hence,if the original information about accessibility is incorrect and there are no alternatives,people with a physical disability may have no choice but to abandon their plans. As the following quote suggests the problems are well known by people with a physical disability; I dont often get the opportunity to travel but I am well aware of the pitfalls. This, however, would not deter me from travelling. It does make the decision easier if the travel arrangements are successful. To ensure that a disabled person receives reliable information regarding accommodation and access to popular attractions in that particular area, I suggest that consideration is given to compiling a detailed information guide. 47 Questionnaire 1160

The following quote highlights the frustrations for people who are ready, willing and able to travel but are hindered in their efforts to maximise their holiday experience because of a lack of information about accessible mainstream tourism product. I have an able-bodied wife, two young children and have the money to do things, but it is often difficult to get ideas on what we can do as a family. I dont need special disabled holidays but would like to know about normal holiday activities that a wheelie could also enjoy. The guide books from Tourism New South Wales such as Short Breaks and Country Holidays are very good. Disabled access information in them or something separate for disabled people would be good. Questionnaire 440 While there is a market for specially designed packages for people with a physical disability (see ATC 1995;Cameron 1995),the majority of people with a physical disability want mainstream holiday experiences to share with the people they travel with in small groups,usually their family and friends.The tourism industry can provide this by de veloping an information system that provides accurate and readily available information about accessible tourism product.The report has demonstrated the demand for such information by the community of people with a physical disability in New South Wales. What becomes apparent through the qualitative responses is that people with a physical disability become loyal consumers of those esta blishments which have a word of mouth reputation (i.e.credible) amongst the community for products of best practice.Since the development of Access Standards,many establishments have included accessible facilities.However, many establishments have not taken the next step and promoted the existence of their accessible facilities.As the next quote suggests,this is an inefficient use of resources and a loss of market potential: ...a lot of areas that have excellent access for wheelchair users do not advertise this aspect. If a company or council expends the additional money to provide access, and no one knows the access exists, then the provision of access is almost a waste of money. Questionnaire 406

8.3 Promoting Discussion and Strengthening Links between Government, Industr y, Organisations and People with a Disability
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This section discusses the linkages between Government,the tourism industry, people with a physical disability and groups representing or acting as advocates for people with a physical disability.The above quote highlights what the author calls the Access Information Market Use Circle. It is the nexus of these groups that can help close the Access Information Market Use Circle.

Government has provided a legislative and policy framework to provide access for people with a physical disability. Without accessible infrastructure people with a physical disability cannot undertake travel opportunities. People with a physical disability can also provide invaluable input into the planning phase to assist in the development being as accessible as possible. However, if this group are not made aware of the accessible infrastructure then significant market use is unlikely to occur. Hence,not only is the initial investment not fully utilised but new business is not capitalised upon. This is where organisations representing people with a physical disability can provide Government and industry avenues to disseminate access and marketing information. A key area to be addressed in relation to the provision of information is that of promoting discussion and the strengthening of the links between Government,the tourism industry, people with a physical disability and organisations representing or acting as advocates for people with a physical disability.A lack of understanding of the respective positions of the parties leads to a breakdown in communication. It is the lack of understanding of what constitutes accessibility between the parties that leads the problems identified in the study. The Access Information Market Use Circle can not be completed without the involvement of all four groups.The first step in addressing this issue is to encourage discussion between and within relevant groups that include:
s

Government agencies such as: Ageing and Disability Department Department of Urban Affairs and Planning Department of Transport Olympic Co-ordination Authority Tourism New South Wales Others Tourism and other industry associations such as: Australian Hotels Association (AHA) Property Council of Australia (PCA) Hotels,Motel and Accommodation Association of Australia (HMMA) Tourism Attractions Association Incorporated Others People with a physical disability: Individuals with relevant skills and experience Organisations representing people with a physical disability such as: groups involved in this study;and the newly formed Physical Disability Council of New South Wales.
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Increased communication between the parties would lead to increased understanding of the issues from all perspectives.Organisations representing people with a physical disability would have direct communication with the tourism industry, thereby allowing them to better explain the practicalities of accessibility. Tourism industry associations would be able to provide their members with better quality information to meet the needs of people with a physical disability. The tourism industry associations could also promote the efforts of their members who provide accessible tourism product. Additionally, accessible product would receive recognition and market exposure amongst the community of people with a physical disability through the efforts of their representative organisations. This would lead to increased choices of tourism experience.The result would be increased visitation by people with a physical disability to accessible product and an overall increase in business. Government could also benefit through having New South Wales recognised as a State proactive in developing an accessible tourism environment.The tourism industry would be willing and able to recognise and service the needs of a growing market.

8.4 Needs and Best Practice Provision

The remainder of the chapter provides information on the market needs and best practice provision to improve the tourism experiences of people with a physical disability. These include: general access requirements;transport; accommodation; other equipment and attendant services;areas, destinations and local government areas;tourism industry education and awareness;and developing information systems. Due to the nature of the qualitative comments the following sections will identify general provisions without naming individual examples.Further field research on best practice examples will need to be carried out to provide objective,standards based assessment of places, facilities, goods and services. Sixteen years after the International Year of the Disabled Person (1981) and twenty years after the introduction of the first Australian Standards for Access (1977), general physical access is still the major constraint encountered by people with a physical disability. In the most simple terms this could be thought of as the requirements for wheelchair access and in the fuller understanding of access,includes sensory and communication access. Standards Australia AS1428.1 - AS 1428.4 (see reference list) provide detailed instruction on the design requirements for provisions for both physical and sensory disabilities. Currently only compulsory adherence to AS1428.1 is required (see Table 26). However, the DDA could be used by people with a physical disability to challenge minimum provisions if they were seen to discriminate against people with a physical disability (HREOC 1994 and Chapter 2.4.).There is a need for organisations to be proactive and consider adopting AS1428.2 Enhanced and Additional Requirements, as the minimum requirements for developing new facilities or products.There is also a review of the Building Code of Australia (started in 1995) with the likely outcome being the upgraded adoption of AS1428.2 as the required minimum access standard.

8.5 General Access Requirements

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Table 26: Standards Australia AS 1428.1 and AS 1428.2 Categories Standards Australia AS 1428.1*
*Compulsory minimum requirements

Standards Australia AS 1428.2 **


** Items not covered under Pt.1. Offers enhanced but ** not compulsory requirements.

Walkways, ramps, landings, handrails & grabrails Doors, doorways and circulation space Lifts and stairways Toilets and showers Controls and floor surfaces Parking Entertainment venue seating Signs Hearing augmentation-listening systems

Continuous accessible path of travel Lighting and sound levels Reach and viewing ranges Furniture and fitments Street furniture Gateways and checkouts Vending machines Telephones and Postboxes Time delays at lights and pedestrian crossings Kitchens and laundries

While the public focus of access has been on access to individual buildings this is only the starting point for an accessible experience (whether that be community, recreational or travel). As highlighted in Table 26, access also includes a range of other provisions which the rest of the community takes for granted and would be outraged if they could not use (e.g.telephones, vending machines,furniture etc.). A key concept to the total access experience is that of a continuous accessible path of travel or continuous pathways (Halcrow 1989). A continuous pathway is defined by Standards Australia (1993), as: An uninterrupted path of travel to or within a building providing access to all required facilities. For non-ambulatory people, this accessible path shall not incorporate any step, stairwell or turnstile, revolving door, escalator or other impediment which would prevent it being negotiated by people with a disability. (Standards Australia 1993:7) People with a physical disability require a continuous pathway to offer them the best possible chance to have an independent experience.The lack of a continuous pathway means that people with a physical disability are often excluded from full participation in community life.This exclusion is a form of discrimination or social exclusion that society would not tolerate for any other group e.g. gender, race, religion,sexual orientation etc. Cartoon 1: A path to nowhere, Mark David
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Some key issues related to developing continuous pathways that were raised by the study are now discussed. Cartoon 1: A path to nowhere, is an example of a non-continuous pathway! For practical information and the technical requirements for overcoming barriers to accessibility see the aforementioned Standards,Sport and Recreation Victoria (1996), ACROD (1995a; 1995b;1994; 1992), ACROD and the Bicentennial Authority (1989) and Keroul (1987).

8.5.1 Parking
Parking is a critical issue for people with a physical disability.There are a number of reasons for this but the principal one is the generally restricted degree of accessibility to public transport in New South Wales.This means many people are reliant on private motor vehicles.If accessible parking is not available and clearly signposted near a facility, the likelihood is the facility will not be used by people with a physical disability.

Issues
Location. Accessible parking and pick up/drop off bays should be provided near the main entrance (assuming the main entrance is accessible) or near the accessible entrance.Ideally accessible parking should be sheltered from the weather as it takes time for some people to transfer from car to wheelchair or to disembark from accessible transport. Lack of adequate parking spaces. People were frustrated by the limited number of and appropriately sized,accessible parking spaces. Enforcement of parking restrictions. People were unhappy with the unauthorised use of accessible parking spaces by people without the appropriate parking authorities.This was a concern at major facilities such as shopping and entertainment centres. Cost. The cost of private parking in the CBD and other areas of Sydney is prohibitive where free council parking is not provided. Signage. Accessible parking is often not adequately sign-posted or its whereabouts made known on maps or information sheets.

8.5.2. Kerb Ramps, Pathways, Ramps and Lifts


Once people with a physical disability have arrived, been dropped off or parked,their next task is to access the building, facility, accommodation or area. It is essential that there are no impediments to the continuous pathway.

Issues
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A general lack of access and access routes. Gutters without kerb ramps (known as pram ramps in many local government areas) and steps are insurmountable constraints to Wheelchair Users and people with Other Mobility disabilities.The use of kerb ramps,pathways and ramps could overcome many of the simpler access constraints and provide continuous pathways. Lack of lifts. While access provisions have been made to ground floor areas,in many older buildings,other floors are not accessible.This should be made known to people with a physical disability when an inquiry is made. Signage. When accessible kerb ramps,pathways, ramps and lifts are provided they are often not adequately sign posted or their whereabouts made known on maps or information sheets.

8.5.3. Public Toilets


No building, facility, accommodation or area can be considered accessible to people with a physical disability unless accessible toilets are provided for their use.The major issues about toilets raised in the study are outlined below.

Issues
A general lack of accessible toilets. While this problem was noted generally it was acute when people were travelling by car on domestic or day trips and needed to make convenience stops on major road routes. Unisex toilet provision. Unisex facilities allow carers and friends of the opposite sex to access facilities and assist the person with a physical disability if required. However, while unisex provision is preferred as the first option,one accessible toilet should be provided in Women and Mens toilet facilities. Access/locked. When accessible toilets were provided they were frequently locked after hours (presumably to stop vandalism) or were inoperable because they were used as storage areas etc.AQA in conjunction with Local Government authorities are introducing Master Locksmiths Access Key (MLAK) to allow people with a physical disability to access public toilets after hours. Signage. Where accessible toilets were provided they were not adequately sign posted or their whereabouts made known on maps or information sheets.

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8.6

Transpor t

Accessible transportation is a key requirement for facilitating travel by this market.Once people with a physical disability decide to travel they must decide how to get to the destination or day trip. For domestic overnight travel,transport has two dimensions: 1. arriving and leaving a destination;and 2. travelling whilst at a destination. Unless private transport is being used then public transport has to be relied on.Over the last few years,the New South Wales Government has committed to a range of accessible transport initiatives.These include: the upgrading of the rail system to include Easy Accessstations; introduction of low floorbuses; and an accessible light rail system for the CBD and Darling Harbour precincts. These initiatives supplement existing programs designed to address the information and transport needs of people with disabilities,such as:
s

s s s s

Information available through the 131 500 number, a TTY phone service and maps Increasing numbers of accessible taxis Accessible Ferry Services Accessible people mover systems such as the Darling Harbour Monorail Accessible Country Rail Services through Countrylink

While this does not deliver a totally accessible public transport system,in the short-term it is a major improvement on the cur rent situation.This is particularly so for visitors with a disability to Sydney who wish to see the major tourism areas of the Sydney CBD.

Issues
Public Transport The provision of an accessible and integrated public transport system was one of the top two responses to the barriers encountered and suggestions for improvement to travel questions.Comments covered the need for improved access to the full spectrum of public transport from buses,trains, ferries,jetcats, rivercats,taxis,special purpose taxis,hire cars etc. These was also reinforced by the DPI (1995) study where delegates raised their concerns about the lack of an accessible public transport system. The nature of access to public transport is described by the Australian Tourist Commission (1995:2) in its Travel in Australia for People with Disabilities Fact Sheet, which states,Generally most types of public transport are inaccessible to those with partial or severe disabilities.

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Downie (1994) Target 2015: A Vision for the Future - Access to Transport in Australia for All Australians, fully explores all public transport-related issues,with an excellent chapter on Chapter 22.0: Australias Travel Industry - An Appraisal.It is an essential reference for those interested in this area. The remainder of the chapter will be restricted to a few specific touristrelated transport concerns identified by the study. Accessible (Special Purpose) Taxis 1. Reciprocal arrangements for concession taxi vouchers between States. Currently each State has its own concession taxi voucher system but there is no ar rangement for reciprocal use of the vouchers when individuals travel interstate. This considerably adds to the expense of travelling. 2. Bookings. A range of anecdotal comments relating to the poor availability and reliability of the taxi system;and 3. Cost.The study noted the cost burden for people with a physical disability whose only transport option is accessible taxis. This further added to the cost of travel. Suggestions from respondents included increasing both subsidy level from the current 50% and/or the ceiling on the amount subsidised per trip. Rental Vehicles Hand control cars and special purpose van hire.Greater availability and information of both these provisions would assist in providing independent tourism experiences. Air Services Air services were the only form of transport to consistently receive positive comments.However, a range of concerns were expressed: 1. Extra cost of travelling with an attendant and no discount offered to offset costs.Qantas introduced (October 1996) the Carers Concession Card.The card offers 50% discount on all domestic airfares for people with high support needs and their carer. Ansett have since recognised the card and of fer identical provisions; 2. Lack of seat and leg space for travellers with disabilities; 3. Lack of accessible toilets; 4. Method of boarding planes i.e,on narrow trolleys and then being man handledinto inappropriate seat locations;and 5. The need for ground staff awareness training towards people with a physical disability.
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Summary The main implications for the tourism industry relate to the accessibility and integrity of transport links between the transport - accommodation attractions - hospitality sectors and the ease with which people with a physical disability can move between these sectors to participate in a total tourism experience.Ease or lack thereof, will heavily impact on the satisfaction of visitors and their propensity to travel frequently. As one experienced traveller explains,the problems of transportation have become such that they restrict their travel to areas to which they can drive in their private vehicle. I find it difficult to plan any holiday (as successfully as I would want) because there are so many details required for independent travel (for me). Parking, access, air travel comfort i.e. toilets, comfort on long flights. Even idea of flying to Western Australia from New South Wales toileting problems (which may arise) deny me that privilege. (I guess career moves are denied also.) I do and have travelled overseas a few times but now Ive decided the flight is unbearable and therefore have stopped thinking about it. In my employment and being on advisory committees I choose to drive most places ie Tumut/Sydney/Canberra/ Melbourne as flying in small planes is almost impossible now. Questionnaire 2611

8.7 Accommodation

After a person has decided to undertake a trip to a given destination the first task is to locate accessible accommodation.While other people find this task as easy as picking up an NRMA Accommodation Directory or stopping at the first vacancysign,people with a physical disability approach the task with a great deal of anxiety. Respondents identified a range of issues associated with accommodation.

8.7.1 Information Inaccuracies


Accommodation information inaccuracy was a prominent issue which was highlighted quantitatively and qualitatively.Twenty three percent of Wheelchair Users and 15% of people using Other Mobility Aids identified information about accommodation as being inaccurate.However, after undertaking cross tabulations selecting only Wheelchair Users,and commercial accommodation type by accuracy of information this figure rose to 34% for 2-3 star accommodation and 30% for 4-5 star accommodation.The following quote documents a common occurrence and the subsequent effect on the traveller.

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I have experienced so-called accessible rooms with bathrooms you cant even turn a wheelchair in. No handrails near toilet; shower, baths which are a no-no. Steps into the rooms, or non-accessible eating areas. I find that one can really only rely on ones own personal experience - brochures and hotel staff leave a lot to be desired. So much time can be wasted which is soul-destroying, exhausting and you are left with the feeling why did I bother. Questionnaire 1291 When assessing the qualitative responses like the one above,a large number were about the accessibility of the accommodation.There were many problems identified with access to accommodation ranging from minor access dilemmas,to the room not being wheelchair independent,to bathrooms not being accessible.Bathroom accessibility is critical and can effectively make the rooms unsuitable for Wheelchair Users.Hobless showers (roll in shower),hand held shower hose,lever type taps,need for adequate shower chair or bench,positioning of the toilet,height from the floor of the toilet for transfers and for use of commodes were the most critical issues.The problems these issues cause are expressed in the following quote, Quite often shower access is impeded by shower hobs making it almost impossible for a person with severe disabilities from showering. Hand rails are either poorly positioned or non-existent. I recently visited a country motel and took my own shower stool only to find I could not access the shower compartment because of the height of the hob at the entrance to the shower and, the non-existence of hand rails which would have facilitated my entering the shower cubicle. Often, no shower stool or chair is provided and vanity units are too high to permit a person in a wheelchair from using them without making one hell of a mess or, making a mess of themselves while washing or even cleaning teeth. My wife has regularly had to top and tail me because bathrooms have been inaccessible. There appears to be no uniformity to providing hand rails in toilets for people with disabilities. They are often too low to allow a person to hold them while standing. Questionnaire 458 It is suggested that the information inaccuracies were largely caused by a communication breakdown as to what practically constitutes accessibility between either the: Architects,builders and planners in the development phase i.e.lack of understanding or compliance to the Building Codes of Australia and the Australian Standards of access;or Management and consumers in the retail phase i.e.what constitutes accessibility, whether rooms are accessible,consumer needs etc.

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8.7.2 Need for an Objective Accommodation Inventor

To this point in time there is no one source or systematic collection of data that can provide a consolidated objective inventory of genuinely accessible rooms in Sydney, New South Wales or other areas of Australia. While a number of organisations have made progress in this area (i.e.NICAN, ACROD, NRMA and Tourism New South Wales) and there have been a number of publications,(ACROD 1994;Cameron 1995) a coordinated approach must be adopted by government and the tourism industry. The development of such an inventory would be a practical outcome of this study. This action would not only assist people with a physical disability who wish to plan a holiday in New South Wales but would be invaluable to the industry for the organisation of conferences and sporting events for people with a physical disability. Atlanta 1996 Olympics and Paralympics had many such events taking place pre- and post- the Games period (personal communication Jeff Heath 15/5/96) .

8.7.3 Volume, Cost and Class of Accommodation


The accommodation comments were also directed at the high cost of the accommodation, general lack of accessible rooms and the lack of budget and 2-3 star accommodation.This phenomena can be explained because most accessible new rooms in Sydney and New South Wales were provided in the 4-5 star class which was the focus of the mid to late 1980s property boom.The lack of accessible budget and 2-3 star accommodation was also compounded by building regulations being less stringent prior to the mid to late 1980s (BCA and Australian Standards of access) when the majority of 2-3 star accommodation was built.The wider implications of supply restrictions suggest modifications need to be made to the Building Codes of Australia and the Australian Standards of access for commercial accommodation provision of accessible rooms.Currently these are: Hotel/Motel Class 3 (BCA 1990:D-29) 10-49 Units 1 sole occupancy unit 49-99 Units 2 sole occupancy unit 99+ Units 3 sole occupancy unit This will require discussion between the involved parties.

8.7.4 Implications for Sydney 2000 Olympics and Paralympics


Further to points made earlier in the report,Sydney and New South Wales will experience an increased level of visitation because of the Sydney 2000 Olympics and Paralympics.Inevitably a proportion of these visitors will be people with a disability. In addition,there are a range of events being
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organised for people with a disability because of the Sydney 2000 Paralympics.This will focus international attention on how well Sydney caters for people with a disability. Sydney should be able to proudly face the spotlight of this international attention. As discussed,the type and degree of disability affects the nature of support needs.Generally, the higher the degree of disability the greater the support needs.The demographic profile provided three variables that assist in determining the degree and type of disability: category of mobility aid; travel dependence;and type of disability.The two major areas identified were equipment and attendant services.

8.8 Other Equipment and Attendant Services

8.8.1. Equipment
One of the constraints to travel is the need for appropriate equipment within destination areas.Yet sourcing this equipment for use or hire at destinations is often difficult at best and impossible at worst.This leaves only three options: 1. Do not travel; 2. Take all equipment on the trip;and/or 3. Stay only at the limited number of establishments which supply the needed equipment (e.g.Wheel Resort at Byron Bay, Clark Bay Farm etc.). A system of equipment loan/hire in place at destinations would offer people greater freedom to travel.The most needed equipment is: Hoist; Commode; Shower chair; Electric beds;and Other equipment.

The implications of do-it-yourself equipment provision are highlighted in the following quotation: You dont leave home as you would need at least a trailer to take all you need. Hoists, commode chair, chair recharger, night bottles, day bags, domes, milton medication, clothes, someone to load/unload, park all of the above, shop, cut up food, give enemas, wipe bum, shower, wash and dry, put uradome on properly so it doesnt leak, dress on bed, put in chair, pull out creases in pants, strap feet on footplates, do hair, see that you dont fall out of chair for the day and put back to bed at night. Repeat the same again tomorrow. Why would you want to leave home to do that elsewhere? Questionnaire 436
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Faced with these dif ficulties it is little wonder that sadly, some people take the decision not to travel at all.

8.8.2. Attendant Car e


Some 79% of Wheelchair Users and 57% of people using Other Mobility Aids were unable to travel independently and needed to travel with an attendant for their personal care needs (general assistance,showering, toileting,dressing etc.).This creates two further planning considerations for people with these needs: Availability of appropriate attendants to travel with to destinations or to be utilised at destinations; Direct cost of attendant services.Hire of the person on an hourly, daily or weekly basis.The New South Wales Home Care base charge is $13.10 per hour to $27.50 per hour on weekends,or $192 a day live in;and Indirect attendant costs.Extra costs associated with travelling (petrol, airfares,accommodation,meals etc.). These points are summarised by the following comment, I would travel more if I could have an attendant travel with me - feelings of security. The cost of paying for such wages on top of their travel costs, accommodation etc., would be prohibitive. Questionnaire 158

8.9 Areas and Destinations

All the general requirements of accessibility discussed in Chapter 8.5 must be addressed by attractions,destinations and areas.However, the overall level of accessibility of an area or destination is made up of much more than the accessibility of a single building or an attraction. People with a physical disability who decide to visit particular areas or destinations wish to experiencea place in its entirety. Currently however, each time a person with a physical disability visits a new area a mini research project is necessary to assemble the access related information necessary to make the experience worthwhile.The development of mobility maps (Mobility Map Working Group 1994) is a good start to overcoming this problem. Another possible way to further alleviate this problem in a tourism context is to further explore the concept of access precincts.

8.9.1. Access Precincts


The concepts of continuous pathways and mobility maps can be further extended in an integrated fashion through access precincts. The term access is inclusive of people with mobility, sensory and communication disabilities.Precinct in this context is taken to mean a place or space of
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definite or understood function (derived from Macquarie Dictionary 1985:1337), in this case for recreational and tourism purposes. Access precincts incorporate all of the previous concepts discussed and further those areas/services provided by public and commercial sector to allow the precinct to be used as independently as possible within the limits of a persons abilities. A key component of the concept is the availability of a consolidated access information package encompassing all linkages, facilities and services in the precinct.One of the most common complaints of people with a physical disability is the difficulty they experience obtaining information about accessible places and tourism experiences.

8.10 Tourism Industr y Awareness and Education

While tourism industry awareness and education did not arise as a major issue in the quantitative data it is strongly linked to the issues of accuracy of information and its provision.If the tourism industry is educated and aware of accessibility issues then the problems relating to information provided by the industry would not be so apparent.The qualitative information collected also highlighted a range of positive and negative comments about the attitudesof people in the tourism industry. (As is common with surveys it is considered that many positive examples of the tourism industrys attitude towards people with a disability would have gone unreported).Commentary on attitudes was complemented by suggestions on the need for education of the tourism industry about the subjects of access provision,disability awareness and staff training.The following opportunities could be explored: Opportunities for the dissemination of educational information about issues facing people with a physical disability and about people with a physical disability; Development of disability awareness training packages for the different tourism industry sectors; Recognition of the importance of the roles played by management and operating staff in implementing successful strategies for servicing the needs of people with a physical disability; Managements need to develop a culture of awareness of the issues related to servicing the needs of people with a physical disability; Operational staffs role as the primary contact between the person with a physical disability and the organisation;and The introduction of disability awareness modules within University and TAFE tourism and hospitality courses as a way of influencing future managers and operators.

8.11 Development of Information Systems by Service Providers

Commonwealth,State and Local Governments,and businesses are encouraged to prepare Disability Action Plans (HREOC 1995;1995b;1995c; 1995d) as a way of improving service delivery for the needs of people with a disability.The preparation of a Disability Action Plan is a six step process
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consisting of: 1. 2. 3. 4. 5. 6. Reviewing current activities; Devising policies and programs; Setting goals and tar gets; Devising evaluation strategies for the Action Plan; Allocating responsibility;and Considering communication strategies.

Government agencies are required to prepare a Disability Action Plan while the business sector is strongly recommended to prepare similar plans.However, even before preparing a Disability Action Plan,tourism industry operators can undertake some basic actions to address the information concerns raised by the study. As discussed,people with a physical disability are like any market or consumer group need accurate and accessible information on which to base their decisions.Consideration therefore,needs to be given to the issues of: Is the correct information available? What format is it in? Where is it available? How can it be accessed?

8.11.1 A Possible Action Plan for Service Providers


Like any consumer group,people with a disability need to know about the services provided.It is no good having the best product in the world if no one knows about it.Each organisation or business which seeks to include people with a physical disability needs to have in place an information (marketing) system which gets the message out to the general public and to the target market.This need not be a specialbrochure but can be as simple as use of the universal symbols (Diagram 1) in a prominent position and a statement on a brochure highlighting the fact that facilities forpeople with a physical disability are available and further information can be obtained through the provided phone number.

Diagram 1: Universal Access Symbols

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The next important step is to ensure those members of staff who are involved in the provision of customer service are well informed about access information.This should include all levels of the organisation from the general manager right through to the front desk, receptionist, housekeeping staff, program directors etc.The developer and the architect who are hired to overcome structural access constraints are rarely involved in the operation of the tourism enterprise.It is the management of the business who have to deal with access in an operational sense through developing an organisational culture and awareness of accessibility issues. The following steps could form an outline for the development of an accessibility information system. Step 1: Access Audit/Inventory (accurate information) Incorporating the three access dimensions. The following may provide guides (see reference list): Standards Australia AS1428.1 - AS1428.4 ACROD (1992) - Accommodation Checklist. ACROD (1995b) - Draft Attractions Checklist. ACROD and Bicentennial Authority (1989) and ACROD (1996b) Room 206. Step 2: Analyse strengths/weaknesses of access provision Are there areas that can be improved? Plan for improvement,possibilities,seek expertise, redefine product etc. Step 3: Develop an access information system. Decide upon the information required. Presentation of the product for the market. Format. Step 4: Train customer service staff on access issues. Disability awareness training. Training about the information system. Step 5: Disseminate information on access provisions. Distribution,publicity and marketing. See 1 and 2 below

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Once the organisational responses have been put into place,information needs to be distributed through: 1.Mainstream tourist information systems. All industry broadsheets and relevant industry associations should be sent press releases of access information.Government tourism bodies at all levels should be notified as services and products are developed or information issued.These bodies publish a range of information sources (city maps,guides etc.,) where access information is included.Local Visitor Information Centres are an excellent and cost efficient way to publicise this information through the provision of brochures. Mainstream media such as television (Healthy,Wealthy and Wise;Getaway;Holiday;Great Outdoors etc.), radio and newspapers are always looking for cases of best practice and have provided extra publicity which has never hurt any business. 2.Specialist disability networks There are a range of specialist electronic services (NICAN;Visnet), books/directories (ACROD 1994;Cameron 1995),magazines (LINK), organisation journals and newsletters (ParaQuad, AQA,MS etc.) that reveal the thirst the community of people with a disability have for accurate and accessible tourism information.The key contacts would be ACROD, LINK Magazine and NICAN as they offer national distribution of information through their publications. Finally, specialist retailers (see ATC 1995; Cameron 1995) who specifically cater for people with a disability, should be kept informed of government and tourism industry access information.

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Chapter Nine

Summary and Suggested Opportunities

I have had in the past problems about tra vel (that) we re only cre a t e d in my head before I left. I have learned now not to think of possible p roblems, but to confront problems as they arise which seems to be a lot less than the problems you imagine before you leave. Get out t h e re and do it. These problems are not as frequent or difficult as you may think
Questionnaire 165

undamentally people with a physical disability want to travel.This study shows us that a substantial amount of pre-planning is required for people with a physical disability to undertake travel.The tourism industry as the key provider of travel services,can take steps to improve some of the experiences documented in the body of this report. For those areas outside the control of the tourism industry (urban design,public transport etc.) the industry can identify constraints and barriers and work with people with a disability and relevant organisations/agencies to bring about improvements.

There needs to be a co-ordinated approach by Government and the tourism industry to planning tourism access for people with a physical disability. Government can and does,provide direction and coordination through existing mechanisms,such as the New South Wales requirement for Disability Strategic Plans (New South Wales Government 1994) and the Commonwealths requirement for Disability Action Plans (HREOC 1995). However, these plans need to be developed with and supported by the tourism industry.As outlined,a first step in improving access would be for each organisation to develop an accurate and detailed information system on the organisations facilities and services.This would provide a foundation to change tourism experiences from anxiety to universal tourism access.

9.1 Summary of Themes Raised

Access for People with a Physical Disability is about Human Rights Access is a right not an option under the Disability Discrimination Act, 1992 (Comm). It is about peoples right to achieve their maximum potential as members of the community. Poor Physical Access is the Key Problem for People with a Physical Disability Without physical access to transport,buildings and areas in general,people with a physical disability are excluded from the community and the tourism experience in particular.This exclusion can be thought of as a form of wheelchair apartheid that would not be accepted by any other sections of the community.

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Providing Access should be viewed as an exercise in inclusive marketing rather than an obstacle to be overcome. Once access is seen in this context organisations will realise that accessibility will allow them to tap into the full potential of the market for their goods,services and facilities through being inclusive of the whole community. Implications of increased focus on the market with the Sydney 2000 Paralympics and Olympics This report highlights the need for the Government and the tourism industry to continue and in some cases,begin to strategically plan for the provision of full access to public places, goods,services and facilities.In order to reach out to people with a physical disability organisations need to provide accurate and accessible information.However, the ability to tap the potential of this market will not be achie ved if the appropriate infrastructure is not in place.Infrastructure related problems are compounded by the fact that in many cases,quick fixesare not available as long lead times are necessary to overcome some problems.Improved access to the provision of goods,services and facilities that are essential for positive tourism experiences by this market in the lead up to the Sydney 2000 Olympics and Paralympics would provide another positive legacy of the Games. As discussed in Chapter 2 access planning for people with a physical disability also represents good planning for our ageing population,parents with children,and for compliance with occupational health and safety requirements.Above all, designing and facilitating for access to facilities, public places and goods and services that takes into account access,is good planning because it is inclusive.As Reedy (1993) presented in his powerful thesis on inclusive marketing and Keroul (1995) document, by not addressing the needs of all members of the community, a business is quite simply harming itself because it is not maximising its market potential.This study has revealed that by restricting accessibility or information about your good,service or facility, you exclude not just one person with a physical disability, you also exclude the 4.1 people they travel with on a domestic trip or, on average,the 4.8 people they travel with on a day trip.

9.2 Suggested Opportunities

It is suggested that there needs to be proactive strategic planning for improving access to tourism goods, services and facilities at all levels.Any such planning should address the following areas as a minimum: Access related information services; Use of best practice examples;

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Tourism accessibility forums for discussing issues; Disability awareness training;and Tourism and disability research.

9.2.1 Accessibility Related Information Services


The information needs of the community of people with a physical disability need to be coordinated, consolidated and integrated into mainstream information sources to provide accurate and accessible information.Some opportunities include: A database of accessible accommodation and attractions which uses a reliable assessment and reporting mechanism (to be discussed) and which is freely available to the public in a variety of formats;and Integrating access information into mainstream travel services/systems.

9.2.2 Use of Best Practice Examples


Best practice in access provision by accommodation,attractions,precincts and local government areas (based on criteria set down by the spirit of the DDA utilising the Standards and other relevant material) should be identified and promoted.Some opportunities might include: An Annual Award for Tourism Access Excellence possibly to be included within an appropriate current tourism awards program; Recognition of the benefits of tourism access in activities such as Tourism Week,trade shows and other relevant forums; Encouraging feature stories of best practice and personal experiences of New South Wales tourism product in the both mainstream and disability media: radio,TV, newspapers,trade journals,disability organisations journals, web sites, newsletters,industry and academic venues etc; and Ongoing encouragement of the need for organisations to pursue access policy and practices.This could start through promoting the development and implementation of Disability Strategic Plans,as set down by the Disability Services Act,1993 (New South Wales) and Disability Action Plans, as encouraged by the Disability Discrimination Act, 1992 (Comm).

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9.2.3 Tourism Accessibility Forums for Discussing Issues


Suitable forums could promote improved access to goods, services and facilities by fostering liaison between industr y, government,organisations representing people with a disability and individuals with a disability. Those who could be represented include: Senior Government representatives; Key tourism organisations representing attractions,accommodation, hospitality and transport; Local, State and Commonwealth Government representatives; Key organisations representing or advocating for people with a disability;and Individuals with a disability independent of the above three categories with appropriate experience and skills.

9.2.4. Disability Awareness Training


Disability awareness training packages could be investigated by the government and/or industry as a way of promoting awareness of and providing information about the needs/potential of people with a disability: Senior staff within tourism organisations should be the first people to be trained as they develop and implement policy and have a major influence on organisational culture (see ALGA 1994);and Frontline customer service staff also need to be afforded the opportunity of training.

9.2.5. Tourism and Disability Research


Identify opportunities for undertaking further research on tourism patterns of people with other disabilities including sensory and communication disabilities;and Publish reports and produce information highlighting the opportunities for specific tourism industry sectors (accommodation,attractions, transport,hospitality etc.) to provide or improve services to people with a physical disability.
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Glossary Of Terms

Community Organised Transpor

Accessible transport organised by community-based organisations such as DARTS (Disable Alternative Road Transport System) and KADDY Club.

Continuous Pathway
An uninterrupted path of travel to or within a building providing access to all required facilities. For non-ambulatory people,this accessible path shall not incorporate any step,stairwell or turnstile, revolving door, escalator or other impediment which would prevent it being negotiated by people with a disability. (Standards Australia 1993:7)

Day Trip
A day trip is a trip away from home involving no overnight stay of more than 40 kilometres taken for pleasure.(BTR 1995:x)

Disability Action Plan


An Action Plan is a strategy for changing business practices which might result in discrimination against people with disabilities.An Action Plan will help businesses to identify these practices and offer a blueprint for change. (HREOC 1995:3)

Disability Discrimination
Disability discrimination happens when a person with a disability is treated less fairly than someone without a disability (HREOC 1994).

Domestic Tourism
For the purposes of the study, tourism is defined as tr avel by Australian residents involving a stay away from home of one or more nights and requiring a journey of at least 40 kilometres (25 miles) for any reason.(BTR 1995:ix)

Group Dynamics
The Group Dynamics sections to the Domestic Tourism and Day Trip sections provide information collected about the group that the individual was travelling with.This includes group type, number of people in the group,whether the individual was the only person with a disability and if not,how many other people with a disability were in the group.

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Main Transport Used


This is the main method of transport used to arrive at the main destination(the place where most nights were spent).(BTR 1995:x)

Mobility Map
Mobility Maps are just another type of map and have the same functions as all other maps.That is,they show the physical features of an area and/or indicate accessible routes of travel.(Mobility Map Working Group 1994:2)

Multiple Response Question


A multiple response question is a question where more than a single response can be given.There were two types of multiple response questions used in the study questionnaire.The first were questions where a given set of categories was provided and the respondent was asked to tick a number of appropriate responses.The second was an open ended question where space was provided for up to three responses.Multiple response questions percent of cases do not tally to 100 as more than one response can be given by respondents.(Veal 1992)

Nights
Nights refers to the number of nights spent away from home in association with individual visits.(BTR 1995:ix)

Overseas Tourism
For the purposes of the study, overseas tourism is defined as Australian residents departing for short-term visits abroad of 12 months or less.(ABS 1996:ix)

Special Purpose Taxi


A special purpose taxi is a taxi used to transport wheelchair passengers who do not transfer out of their wheelchairs to travel.There are a number of types of taxis used for this purpose: Stretch Holdens and Fords;Nissan Urvans;Toyota Hi Ace; Ford Flashcabs;and Metro cabs.Each type has different dimensions and therefore,can carry different sizes and numbers of wheelchairs.Individual requirements need to be made known at the time of booking.

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Standards
Applying to current Australian Standards.

Trip and Main Destination


For the purposes of the study, a tourism journey is termed a trip.The place on that journey where most nights were spent is termed the main destination (as distinct from other destinations visited en route).(BTR 1995:ix)

TTY
Telephone typewriter.

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References

ACROD (1992) Accessible Buildings Information Kit, ACROD, Canberra. ACROD (1995a) 2nd Edition Room 206: Accommodating Travellers with Disabilities,ACROD, Canberra. ACROD (1995b) Draft Tourism Attractions Accessibility Checklist, ACROD, Canberra. ACROD and the Bicentennial Authority (1989) Room 206: Accommodating Travellers with Disabilities, ACROD, Canberra. ACROD NSW (1994) Accessing Sydney - A handbook for people with disabilities and those who have trouble getting around,ACROD, Sydney. Anti-Discrimination Act, 1977 (New South Wales) Australian Bureau of Statistics (1988) Catalogue No. 4120.0 - Disability and Handicap,Australia,ABS,Canberra. Australian Bureau of Statistics (1993) Catalogue No. 4430.0 - Disability, Ageing and Carers, Australia.- Summary of Findings,ABS,Canberra. Australian Bureau of Statistics (1996) Catalogue No. 3401.0- Overseas Arrivals and Departures,ABS,Canberra. Australian Local Government Association (1994) Disability Discrimination Act: A Guide to Best Practice in Local Government,ALGA, Canberra. Australian Tourist Commission (1994) Tourism Market Potential Targets 1994 - 2004, ATC,Sydney. Australian Tourist Commission (1995) Travel in Australia for People with Disabilities - A Fact Sheet, ATC,Sydney. Australian Uniform Building Regulations Co-ordinating Committee (1992) Building Codes of Australia,AUBRCC,Canberra. Bureau of Tourism Research (1993) Domestic Tourism Monitor - Annual Summary 1992/1993, BTR Canberra. Bureau of Tourism Research (1995) Domestic Tourism Monitor - Annual Summary1994/1995, BTR Canberra.

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