Module 1 - Workshop 1 1. Introduction The basic principle behind the strategy of Tourism For All is the concept of “Universal Accessibility”. Accessibility.

Module 1 - Workshop 1

1. Introduction The basic principle behind the strategy of Tourism For All is the concept of “Universal Accessibility”. Accessibility allows everyone in a society to access, use and enjoy its facilities in a normal, efficient and safe fashion. The concept of universal accessibility places special emphasis on people’s differing capabilities – physical, sensorial,, intellectual, organic- so as to encourage the creation of safer, better and more comfortable environments and services for everyone without jeopardizing their aesthetic appeal. More comfortable spaces are not “orthopaedic”; they’re better quality.

1. Introduction Any one of us may experience ability loss during our lifetime – during a pregnancy, when pushing a pram, on suffering an injury etc. – and it is at these times that we appreciate accessible and easy to use facilities, products and services. In the final analysis what we΄re really talking about is safety, comfort and quality.

1. Introduction The terms Accessible Tourism and Tourism for All express the need to include groups that have specific requirements when accessing tourist facilities and services. http://es.youtube.com/watch?v=Bb7GYhyw5Cs

2. Change as a business opportunity Benefits of Accessible Tourism Benefits for the public – Tourists: Improvements achieved as a result of accessible design mean improvements in everyone’s quality of life as they reduce the physical or mental effort required to carry out all kinds of activities associated with moving around, enjoying free time, eating out and finding accommodation. As universal accessibility is a great advantage for all consumers using tourist products, it provides an extraordinary opportunity to target certain sectors of the market: the elderly and the functionally diverse or just children and anyone who requires special attention for their own particular reasons.

2. Change as a business opportunity Benefits of Accessible Tourism Benefits for the public – Tourists: The elderly constitute one sector of the population that is dedicating more and more time to leisure activities and taking advantage of their free time. They spend a great deal of this time consuming tourist products. However their age means they have different needs compared to the rest of the population: special diets, greater fatigue, gradual loss of sight and hearing and mobility difficulties.

2. Change as a business opportunity Benefits of Accessible Tourism Benefits for the public – Tourists : As far as this area is concerned, Spain is becoming one of the most popular tourist destinations for the elderly in Europe. And these tourists don’t just come to visit; they buy themselves a home here and stay for good. Each person that settles in Spain may generate between two and five visits by relatives or their own carers annually; those that settle here also travel locally and internationally. At the present moment they don’t enjoy the sort of accessibility they might do in countries such as Germany, Sweden, Holland and Denmark, amongst others, where this area has received more attention.

2. Change as a business opportunity Benefits of Accessible Tourism Benefits for the public – Tourists : From an exclusively commercial point of view there are huge business opportunities in improving accessibility for the general public and, of course, for a particular sector of the population that is growing all over Europe. This area can also bring important benefits to society. Improved accessibility means greatly enhanced quality of life for those who experience difficulties as tourists. In many cases these people are unable to access tourist and leisure time activities; adequate access removes the barriers that have separated them from society.

2. Change as a business opportunity Benefits of Accessible Tourism Benefits for travel destinations and companies: The public at large obviously benefits from more accessible tourism facilities. But there are also huge benefits for the tourism sector and tourist destinations according to the document published by CERMI in 2003 on Accessible Tourism (see Bibliography). Here are some of these benefits: Increase in market share Companies capable of winning over these customers will significantly increase their market share and profitability. Both companies and destinations entering this market will also be assured of a more secure future.

2. Change as a business opportunity Benefits of Accessible Tourism Benefits for travel destinations and companies : Image Enhancement The image of a company or destination is as important as its future and profitability. The nature of the destination itself does not determine its image as a tourist product. Emotive elements such as the experiences and enjoyment to be had at the destination decide how the public perceives it. Thus an image that is directed at the public at large and that doesn’t make any distinctions or exclude anyone contributes to the development of the destination as a tourist product and also to the development of tourism for all.

2. Change as a business opportunity Benefits of Accessible Tourism Benefits for travel destinations and companies : Customer doubling According to a handbook published by the European Commission entitled “Accessibility for Disabled Tourists in Europe”, the statistics on the tourist potential of European citizens with disabilities are inconclusive: each visit by a disabled person generates 0.5 visits by a carer. Thus the disabled tourism sector might be termed “multi- customer”.

2. Change as a business opportunity Benefits of Accessible Tourism Benefits for travel destinations and companies : Off seasonality Gaining a share of this sector of the market also makes it possible to off set the heavily seasonal nature of the tourism industry. This is because a great number of the disabled do not have work commitments. According to European Union statistics (Eurostat), 51% of the people in this sector have no paid employment and depend on disability or old age pensions.

3. Functional Diversity and its Diverse Forms According to the WHO (World Health Organization), a disability “is a restricted ability or complete inability to perform a task within limits regarded as normal for a human being. Under this definition, such limitations must be due to impairment”. -http://www.who.int/topics/disabilities/en/http://www.who.int/topics/disabilities/en/ - http://www.godtube.com/view_video.php?viewkey=8cf08faca5dd9ea45513

Functional Diversity

3. Functional Diversity and its Diverse Forms The following is a list of the different types of physical diversity. They may create special difficulties in ensuring the quality, safety and comfort of tourist products. These are the main types: 1.2.1. Physical functional diversity 1.2.2. Visual functional diversity 1.2.3. Auditory functional diversity 1.2.4. Intellectual functional diversity 1.2.5. Organic functional diversity

3. Functional Diversity and its Diverse Forms 3.1. Physical functional diversity Physical disability means a significant reduction in the ability to move one or more parts of the body. The term may refer to reduced movement, lack of co-ordination, muscle tone or balance disorders. The physically diverse fall into one of the following groups: -Users of electric wheel chairs -Users of manual wheel chairs -Users with co-ordination difficulties

3. Functional Diversity and its Diverse Forms 3.2. Visual functional diversity There is a difference between the blind and those with defective vision : Blindness: those who perceive very little or no light at all and are therefore unable to use it to perform everyday tasks. Defective vision: those with significantly reduced sight, but who have sufficient vision to enable them to orient themselves and perform everyday tasks.

3. Functional Diversity and its Diverse Forms 3.3. Auditory functional diversity The hearing impaired have little or no ability to hear and experience difficulties communicating, acquiring information… We should distinguish between the deaf and those with low hearing levels.

3. Functional Diversity and its Diverse Forms 3.4. Intellectual functional diversity These are people with lower levels of comprehension, orientation and decision making abilities. Their condition may be caused by advanced age or limited cognitive ability. Information and directions given them must be simple and easy to understand.

3. Functional Diversity and its Diverse Forms 3.5. Organic functional diversity These are people whose ability to perform everyday tasks is limited as a result of chronic illness. It may affect their general functional capability or a particular aspect of their lives. They may suffer from respiratory problems or allergies and often have special dietary requirements.

4. Role Play – think what you’d do if…. Experiencing ability loss : - Simulation of experiences of tourists with different functional limitations (creation of different situations tourists might find themselves in and an analysis of the difficulties they might encounter and the possible solutions). - Using technical aids and simulated practice in buildings and urban environments.

5. Legislation International initiatives European legislation Each country should include their current legislation. Spanish legislation Current legislation in each autonomous region AENOR accessibility standards

5. Legislation International initiatives: whilst there are international programmes and declarations on functional disability, detailed analysis reveals a lack of regulations. European legislation: there is no unified code guaranteeing universal accessibility in Europe. There is concern over the issue however, and a number of different bodies and the European Union itself are creating reports, forums and networks with the aim of establishing European standards that will guarantee universal accessibility.

5. Legislation Each country should enter the current legislation. Spanish legislation: Spanish authorities developed legislation in the eighties and then the Autonomous Regions began to draft their own. Bill 13/1982 for the Social Integration of the Disabled was passed on the 7th April 1982 and Royal Decree 556/1989 of the 19th May 1989 set minimum standards for building access.

5. Legislation Current legislation in the autonomous regions : in Spain the Autonomous Regions are responsible for enforcing universal accessibility laws and decrees. AENOR accessibility standards : these standards are not mandatory and supplement the legislation of the Autonomous Regions. Aspects not covered by regional laws are covered by the AENOR standards.

6. The tourism service chain The development and promotion of a Destination for All requires the co- operation of both Public and Private sectors. Not only public entities must meet accessibility standards; private ones must also comply so that the functionally diverse may enjoy each and every tourist resource. The idea of SERVICES FOR ALL must have a presence in all the departments of all the institutions and in all sectors of society so that the situation can be normalized. All the different sectors of society must embrace the development of this concept: tourism, culture, sport, town planning, public thoroughfares, transport, etc.

6. The tourism service chain Only the implementation of the accessibility chain will ensure that a destination is accessible: reaching the destination (transport), finding accommodation, visiting the city (public thoroughfares, town planning, guided tour services…), visiting cultural and leisure time resources (both public and private)… Resources and services that make up the chain: - Information - Transport - Accommodation - Restaurants - Cultural and leisure time resources - Travel agencies - Tourist development offices - …

6. The tourism service chain Below is a list of the criteria that must be borne in mind in a property providing accommodation. They appear in the order in which they enhance the customers’ comfort: Website General information (pamphlets…) Location Parking facilities Luggage transfer External access

6. The tourism service chain Horizontal movement Reception Vertical movement Doors and access ways Rooms Apartment Bungalows, camping huts

6. The tourism service chain Rooms equipped for persons with respiratory difficulties Toilets Kitchen Communal areas Furniture and restaurant and café implements Visually adapted restaurant menu

6. The tourism service chain Braille restaurant menu Restaurant menu that caters for persons with special dietary requirements. Standard services (laundry, washing up). Shops and supermarkets (hotels, camping grounds…). Recreational and leisure time areas. Swimming pools and spas.

6. The tourism service chain Lighting. Visual guides. Aural guides. Tactile guides. Staff training.

7. Opportunities– SWOT analysis WeaknessesStrengths -Information on accessibility is badly organized and unreliable and there is no unified strategy… -There is no general standard -There is a lack of consolidated tourist products -The general level of accessibility to facilities and services is low. … -There are certain resources that could be transformed into accessible tourism products with a minimum of effort.…

7. Opportunities– SWOT analysis OpportunitiesThreats -The number of people with special accessibility requirements is growing all the time; they demand a wider range of services and more specialized attention. This represents a great opportunity for the tourism industry to diversify. -The concept of universal accessibility means more quality and comfort for all tourists. -It enables specialization. -The functionally diverse do not travel alone; they usually a travel with a companion. -…. -The concept of accessibility is commonly associated with orthopaedics and special services for minority groups; this impedes market development. -Whilst there are lots of projects under development to boost tourism for all, they lack common objectives and co- ordination. - …

8. Practical Examples 1.Ability loss simulation in Internet : Point 1 - www.techdis.ac.uk/resources/sites/2/simdis/index.htm* 2. Role Play – Tourism for All website– reading material and online multiple choice test Point 2 - www.tourismforall.org.ukwww.tourismforall.org.uk There’s a diagnosis form on the website for the Accessible Tourism Programme in Euskadi.

1. Legislation 1.1.1. International programmes and declarations on accessible tourism. There are no international standards or regulations on Tourism for All. There are however a number of Programmes and Declarations that lay the foundations for the development of accessibility in tourism and list the rights of the disabled. These programmes and declarations attempt to create opportunities for the disabled to gain access to the same services and leisure time activities as everyone else in society although they don’t provide a blueprint for achieving this goal.

1. Legislation 1.1.1. International programmes and declarations on accessible tourism. The following are the most important international documents on the subject: The UNO (United Nations Organization) proclaimed the “Declaration of Rights of the Disabled” in 1975. The document refers to the need to provide those belonging to this sector with independent access to all areas of leisure time, social, professional and daily activities.

1. Legislation 1.1. International programmes and declarations on accessible tourism. Paragraph 134 of the 1982 World Action Programme for the Disabled states that all member nations must endeavour to provide disabled persons with access to restaurants, cinemas, theatres and libraries as well as holiday resorts, sports stadiums, hotels, beaches and other recreational areas. It also argues that tourism authorities, travel agencies, hotels, voluntary organizations and other bodies involved in the organization of recreational activities should offer their services to everyone and bear in mind the special needs of the disabled.

1. Legislation 1.1. International programmes and declarations on accessible tourism. The World Tourism Organization (WTO) issued a Declaration in Manila in 1980 detailing the obligation to provide tourists with the best possible conditions without discrimination. The WTO also passed a special interest resolution, number 284, at a General Meeting in Buenos Aires in 1991. The preamble of the resolution sets out the reasons for introducing accessible tourism and there is also an appendix entitled “Accessible Tourism for the Disabled in the Nineties”. The European Union has taken the following steps to develop Accessible Tourism.

1. Legislation 1.2.. Legislation and other European initiatives On the 21 November 1991 attendees at the European Conference for Transport Ministers drew up a project for a resolution on recommendations for accessibility to travel and means of transport for disabled persons. The Parliament and Council Guideline 2001/85/CE of the 20th of November 2001 must also be highlighted as an important measure. It stipulates the special fittings required by passenger vehicles with eight or more places as well as the driver. It modifies the previous guidelines 70- 156-156-CEE and 97-27-CE. The European Economic and Social Committee Report INT/173 entitled “Accessible and Socially Sustainable Tourism for All".

1. Legislation 1.2. Legislation and other European initiatives. “A Framework for Co-operation on the Future of European Tourism” (COM(2001) 665 final). A European Commission report to the Council, the European Parliament, the Economic and Social Committee and the Regions Committee issued on the 13.11.2001. “Union Measures Affecting Tourism” (COM (2001) 668 final). A report by the European Commission to the Council, the European Parliament, the Economic and Social Committee and the Regions Committee issued on the 13.11.2001. European Parliament and Council Regulation (EU) nº 261/2004, 11 February 2004 This regulation established the general guidelines for compensation and assistance for airline passengers in cases of denied boarding, cancellation and excessively delayed flights. Regulation nº 295/91 (EEU) was repealed. This referred to issues related to accessibility to transport and was therefore relevant to Tourism for All.

1. Legislation 1.3. Legislation in each country Each country should insert the relevant information Spanish legislation Current legislation in the Basque Country. AENOR accessibility standards.

1. Legislation 1.3. Legislation for each country Spanish legislation http://www.mepsyd.es/politica- social/discapacidad/informacion/accesibilidad-universal/mas- informacion.html

1. Legislation 1.3. Legislation for each country Current Basque Country legislation. LEY 20/1997, 4 December 1997, Promotion of Accessibility. The aim of this law was to guarantee access to the urban environment: public spaces, buildings, means of transport, and information and communication systems. It sought to facilitate their use and enjoyment by all citizens and in particular those with reduced mobility, communication difficulties or any other psychic or sensorial limitation of a temporary or permanent nature.

1. Legislation 1.3. Legislation for each country Current Basque Country legislation. DECREE 68/2000, 11 April 2000. This bill specifies technical access standards in urban environments, public spaces, buildings and communication and information systems. The decree has five appendices: 1. Anthropometric parameters 2. Urban environments 3. Buildings 4. Communication 5. Alterations, enlargements or modifications to housing developments and buildings.

1. Legislation 1.3. Legislation for each country AENOR accessibility standards. AENOR provides general guidelines on disability: UNE 170001 Criteria for facilitating access to the environment. 170001-1: DALCO prerequisites (walk, look, find and talk). 170001-2: Universal accessibility management system. It also provides specific guidelines.

2. Backup resources Spain -PREDIF Plataforma Representativa de Discapacitados Físicos (Representative Platform for the Physically Disabled) www.predif.org -ONCE Organización Nacional de Ciegos Españoles (Spanish National Organization for the Blind) www.once.es -CERMI Comité Español de Representantes de Minusválidos (Spanish Representative Committee for the Disabled) www.cermi.es -Real Patronato de Discapacidad (Royal Disability Board) www.rpd.eswww.rpd.es -CEAPAT Centro Estatal de Autonomía Personas y Ayudas Técnicas (National Centre for Personal Independence and Assistive Products) www.ceapat.org

3. How to get the local area involved – what do you know about it to help visitors ? Each region’s tourism product should provide the visitor with access to all the services available at a given destination. That’s why the following is important : - Analyze accessibility to properties in each area. - Analyze the properties assessed: how have the properties in the area fared in the assessment and how well do they cater for different types of functional diversity? It is possible that some destinations are inaccessible to some types of functional diversity. We should decide which type of functional diversity to begin with.

3. How to get the local area involved – what do you know about it to help visitors ? When visitors arrive at a destination they look about, walk around the town and may wish to engage in activities such as cruises, walks in the country... It’s a good idea to get in touch with the town council in each area and find out if there’s an accessibility strategy. An accessibility strategy includes the improvements to be made both in the municipality as well as in the urban landscape, buildings, transport and communication. If there is an Municipal Accessibility Strategy in place, it would be interesting to find out what tourist routes it includes and even request that the town council give priority to improving facilities along these routes. This would make the municipality more accessible to the visitor.

3. How to get the local area involved – what do you know about it to help visitors ? What is a municipal accessibility strategy? An accessibility strategy is a plan of action and its objective is to gradually make the existing environment more accessible so that all people may use it freely and independently. The strategy evaluates the type of barriers that exist in a given space, identifies the measures necessary to adapt it, assesses these measures, establishes priorities and proposes a step by step plan to implement them.

3. How to get the local area involved – what do you know about it to help visitors ? What is a municipal accessibility plan? The strategy evaluates the barriers and proposes measures to eliminate them: - in public areas such as streets, squares, parks etc. -in public buildings used for cultural activities, administration, health care, education etc. - in the transport chain including everything from bus stops and stations to non fixed elements. -in public communication systems especially aspects related to technological resources for dealing with members of the public and the municipal website.

3. How to get the local area involved – what do you know about it to help visitors ? How to draw up a municipal accessibility plan http://www.imsersomayores.csic.es/documentos/documentos/mtas- guiaplanacces-01.pdf Example of a municipal accessibility plan http://www.donostia.org/info/bienestarsocial/masinfo.nsf/voWebContenidosId Micro/NT0000091E?OpenDocument&idioma=cas&idContenido=433376

3. How to get the local area involved – what do you know about it to help visitors ? Each country should insert the relevant information

4. Strategic marketing The tourist’s first contact with tourism services is the information available on the services. Easy access to reliable information is a basic component of a strategy. However, information on accessible tourism is frequently unreliable and inaccessible. The information is unreliable and appears in unsuitable and non adapted formats. The disabled are often unable to understand it or access it.

4. Strategic marketing One of the most common complaints of tourism operators, mainly managers of smaller properties that provide adapted facilities, is that they are unable to find suitable channels to access the market that seeks these types of facilities. On the other hand, tourists with disabilities complain about the difficulties they encounter in finding properties adapted to their needs. Added to the consumer’s mistrust of the information provided, another factor is the almost total lack of promotion for accessible destinations and properties. Promotional pamphlets and websites frequently make no mention of a property’s accessibility. It is equally unusual to find this type of information in specialized tourism publications or at industry fairs.

4. Strategic marketing From the point of view of planning and product and tourist destination development neither the public nor the private sector makes any attempt to promote tourism for the disabled in Spain. This has a very logical explanation: a product must be established and consolidated before it can promoted. The features of a product guarantee its successful promotion. There is a huge potential market in Spain and it could be developed on a broad front. A tourist product that offers accessible destinations could be established and consolidated. Once this potential has been identified and strategies for its development have been established, an efficient promotional campaign to guarantee the success of the venture can be undertaken.

4. Strategic marketing As far as the marketing of accessible tourism in Spain is concerned, the focus should be on accessibility-not tourism for the disabled-and tourism for all. However, research has found that not enough effort has gone into creating and selling a product that meets the growing demand. Local products lack information on accessibility. Many of the wholesalers interviewed create custom made packages for existing groups that demand travel services.

4. Strategic marketing Recently a number of travel agencies are showing interest in specializing in accessible tourism for all. There seems to be a lack of co-ordination between the middlemen in tourism when dealing with disabled customers. This creates subsequent problems which could be solved with improved co-ordination.

4. Strategic marketing Conclusions: -There is no established catalogue of interesting accessible tourist products suitable for the disabled and the general public as well. -Information is not communicated reliably or accurately so people with special accessibility needs have to resort to relatives or friends or those with a similar disability. -In addition to this there are no suitable channels for the marketing of tourism products such as these. These channels are under development.

5. Education Tourism and public education : Tourism courses in Spain do not include accessible tourism in their syllabi although some teachers, of their own initiative, include related subjects. In the last couple of years a specialized course in “Accessible Tourism” or “Tourism for All” has been offered. Public education syllabi in Spain usually provide general or overall subject matter and leave the more specialized training to private institutions. This tendency is especially apparent where “Accessible Tourism for All” is concerned. The area has been left totally untouched by public education tourism syllabi.

5. Education Tourism and public education The consequences of this lack of knowledge were revealed in the results of the “Survey into habits and attitudes to tourism by the physically disabled” conducted by PREDIF in 2004. This was one of the principal conclusions: “There is a lack of training in Spain and this slows demand”. 72% of those surveyed said that tourism service personnel were unaware of the needs of the disabled. It’s now time to include accessibility issues in public education tourism syllabi and produce more competent staff.

5. Education Initiatives in education : private education and accessible tourism Associations and bodies directly related to the disabled organize private training initiatives in an attempt to fill the vacuum created by the lack of training in accessible tourism. The idea behind these initiatives is to train staff and bring them up to date with the design and introduction of tourist products and activities for the disabled.

5. Education The strategies that should be put in place : -Providing training in accessible tourism for future workers in the sector will improve the competivity of a destination by equipping staff to take full advantage of business opportunities from the very beginning of their careers and at the same time benefiting an enormous group of potential tourists who are at present unable to find products and tourist services that meet their needs. -Training must be delivered to tourism workers and, in addition, Universal Accessibility and Design for All must also be introduced across the board and become part of all university degrees. This will normalize the situation and make people more sensitive and aware of the issue.

6. Group Leadership– types of groups Leadership means persuading and supporting others so that they work enthusiastically to achieve common goals. It requires the ability to take initiatives, management skills, bring people together, engage in promotional activities, provide incentives, motivate staff and assess a group or team. It involves taking executive decisions effectively and efficiently whether the project is personal, managerial or institutional. In this case it is essential for developing tourism that’s accessible for all kinds of people. Tourism has such a great repercussions on other sectors and areas that its development is affected by a broad range of interested parties that see themselves as being directly or indirectly influenced by this activity.

6. Group Leadership– types of groups The idea of Tourism for All broadens this range of interested parties even further. It includes those working with the disabled, in the care of the aged, in providing accessibility and technical assistance, transport etc. The creation of a Destination for All requires the involvement of all the interested parties and the co-ordination of their efforts.

6. Group Leadership– types of groups These are the interested parties: 1. Governments. 2. Tourism businesses and their service suppliers. 3. Bodies involved in the improvement, certification and monitoring of quality. 4. Bodies working with the disabled. 5. Universities and educational institutions. 6. Private organizations with social objectives. 7. Private companies with social or individual objectives specializing in accessibility.

6. Group Leadership– types of groups More details on the interested parties 1. Governments must take responsibility for providing a suitable legislative framework for the creation of accessible tourism products. 2. The tourism sector. Tourism businesses and their service suppliers. All the different types of companies delivering services to the tourism industry-from providing information and marketing to transport, accommodation, catering and activities-are involved in the development of Tourism for All.

6. Group Leadership– types of groups More details on the interested parties 3. Bodies involved in the improvement, certification and monitoring of quality. Quality standards are an assurance for the public that suppliers comply with standards that ensure good management and guarantees of service. That’s why it’s essential that quality standards for tourism operators include accessibility.

6. Group Leadership– types of groups More details on the interested parties 4. Bodies working with the disabled. A better quality of life and equal rights and opportunities for their members are the broad aims of the associations, federations, foundations and other bodies that represent the disabled and their families in Spain. It is therefore vital that this sector takes part in the development of universally accessible tourism: they are the most disadvantaged by the lack of accessibility and will therefore receive the most benefits from the introduction of accessible tourism criteria.

6. Group Leadership– types of groups More details on the interested parties 5. Universities and vocational training colleges The successful development of accessible tourism depends on the level of awareness of the current situation and the measures required to remedy it amongst those working in the sector at present and those who aspire to work in it in the future. This awareness should be fostered during workers’ initial training and subsequently during in-service courses. 6. Private social work bodies. This group covers private entities that, whilst not directing all their activity at improving the lives of the disabled and, in particular, their accessibility to tourism and leisure time activities, do make some contribution to the achievement of this goal either through their involvement in specific projects, their daily activity or grants to other groups.

6. Group Leadership– types of groups More details on the interested parties 7. Private accessibility specialist companies (group or individual initiatives). There are a number of specialized companies working in accessibility. They may be responsible for providing consultancy, conducting audits or even making alterations to facilities or taking steps to improve accessibility to products, services and spaces. They play an important role in making accessible tourism a reality as they will be responsible for assisting tourist businesses and bodies on accessibility issues and providing them with professional know how.

6. Group Leadership– types of groups Leadership amongst these groups should take in two different forms: On one hand groups from the private sector should undertake initiatives to unite and exert group pressure on the public sector. On the other, government should set the example and ensure universal accessibility receives attention in all the areas under its responsibility.

7. Introduction to the plan of action The plan of action will consist of an accessibility assessment of an establishment or destination, be it real or fictitious. This assessment will include the following stages: Phase 1: Accessibility analysis. The assessment will include a full analysis of every aspect of accessibility for each type of functional diversity from infrastructure, facilities and services to information and communication systems. The aim will be to gather sufficient information to create an adaptation plan.

7. Introduction to the plan of action Phase 2: Adaptation plan for improving accessibility. Once sufficient information has been gathered, the improvements required to make the establishment or destination accessible for each type of functional diversity must be clearly identified. These areas for improvement must then be prioritized to facilitate the creation of a plan of action. Phase 3: Monitoring the adaptation plan. Once the plan of action has been formulated, the strategies for adapting the establishment or destination must be identified: prime objectives, the relevant forms of functional diversity, available grants and financial aid etc. Then the improvements identified in the plan must be implemented.

7. Introducción al Plan de Acción Phase 4: Formación práctica. Providing staff at a property providing accommodation or destination with adequate training is absolutely essential. When assessing a destination, staff associated with buildings, surroundings and services must be able to deal customers suffering from functional diversity adequately. Phase 5: Communicating the results Once the improvements have been made, the level of accessibility of the property or destination must be adequately communicated through the traditional channels.

Module 2 - Distance Learning

Week 1 1. Results of the questionnaires and needs analysis. Reading of the final report on the questionnaires conducted in each country : -Tactall Final Report -Each country’s report

Week 1 2. Population growth - Changes in socio-demographics and lifestyles are creating increases in life expectancy and the number of functionally diverse: - Currently 16% of the European population is over 65. This is estimated to reach 20% by the year 2020 and 36% by 2050. -At world level, there are 421 million people aged over 65 and it is estimated this figure will triple to 1,500 million by the year 2050.

Week 1 2. Population growth - 15,7% of the European population have some sort of disability whilst the current figure for Spain is 9%. - Spain has 3.5 million people who suffer some degree of disability, Europe 50 million and the world between 600 and 900 million.

Week 1 2. Population growth - The number of people with special accessibility requirements in the 27 European nations will reach 127 million. 23.5% of the Spanish population will have the same requirements. These figures take into account slight, moderate and severe disability sufferers, those with long term health problems and the aged with special accessibility needs. - Recent research by Surrey University in the UK puts the potential accessible travel market at more than134 million people (27% of the population of the European Union). European travellers alone will generate 83,000 million euros of revenue for the industry.

Week 1 2. Population growth -Based on the number of functionally diverse, between 30% and 40% of Europeans could benefit substantially from improved accessibility in tourism. - This sector of society is becoming more and more active as they gain increased access to employment and experience enhanced quality of life.

Week 1 2. Population growth -This sector of society is able to travel with ever increasing frequency due to constant improvements in their quality of life in the north of Europe, the USA and Italy. This is why the inclusion of universal accessibility in tourism development strategy represents an enormous opportunity to diversify and “deseasonalize” the activity of the destinations they visit as well as cultivate a new sector of the market with huge growth potential.

Week 1 2. Population growth Each country should insert the relevant information Data for the Basque Autonomous Region -Instituto Nacional de Estadística (The National Bureau of Statistics) www.ine.es www.ine.es -Instituto Vasco de Estadística (The Basque Bureau of Statistics) www.eustat.es www.eustat.es -PDF: discapacidad y deficiencias en España (Disability and Deficiencies in Spain)

Week 1 3. Functional diversity and its diverse forms Physical functional diversity Members of the public using electrical wheel chairs They experience few problems in moving around. Their vehicles are capable of climbing inclines of up to 20% without any difficulty. Their vehicles are highly manoeuvrable and enable them to negotiate confined spaces without difficulty and move around freely given certain minimum conditions. This is the most common type of wheel chair in use.

Week 1 3. Functional diversity and its diverse forms Physical functional diversity Members of public using electrically driven wheel chairs Public areas that have variations in level that exceed the height of a step or kerb (approximately 10 cm) must have ramps and specially designed accesses, doors and toilets. The heights of objects that fall in wheel chair users’ field of vision or path must also be carefully considered.

Week 1 3. Functional diversity and its diverse forms Physical functional diversity Members of the public using manually propelled wheel chairs Members of the public using manually propelled wheel chairs are usually accompanied by another person. They experience greater difficulties in mobility especially on inclines or stairs and these obstacles may present problems for the person accompanying them as well.

Week 1 3. Functional diversity and its diverse forms Physical functional diversity Members of the public using manually driven wheel chairs Their mobility is facilitated by the removal of obstacles and the installation of grips on stairs and in flat rest areas, especially important when they are unaccompanied. They also need the same design features as electric wheel chair users.

Week 1 3. Functional diversity and its diverse forms Physical functional diversity Members of the public with co-ordination difficulties (physical debility, clumsiness, lameness, brain malformations affecting posture or co-ordination,…). The needs of this group include frequent rest, assistance in maintaining balance and ergonomic mobility. They require rest areas, grips and specially adapted furniture. They have trouble maintaining their balance. This category also includes the overweight, parents using prams or the unusually short or tall who require specially designed interiors.

Week 1 3. Functional diversity and its diverse forms Visual functional diversity The blind Blindness is a disability that can mean either partial or total loss of vision. Even the former can create severe mobility difficulties. The blind use the following mobility aids: - A sighted companion: this enables the person with reduced sight to move around safely. - A long walking cane. - A guide dog.

Week 1 3. Functional diversity and its diverse forms Visual functional diversity The blind The blind need orientation systems that are well laid out and incorporate tactile and acoustic features. A choice of systems is also an advantage: - Braille -Remote orientation system -Acoustic information

Week 1 3. Functional diversity and its diverse forms Visual functional diversity Persons with poor vision Some of the partially blind, whilst suffering from severely reduced vision, are able to see light and use it to orient themselves and perform certain tasks. The visually disabled of this type may suffer from slight to severe sight loss. They require clear and enlarged visual information. It should be colourful and use standard symbols; the arrows should give clear indications and not create confusion. The information presented should be contrasted and of a suitable size. It should not be bright. The indications should be well located.

Normal vision Macular degeneration Retinitis pigmentosa Cataracts

Week 1 3. Functional diversity and its diverse forms Visual functional diversity Persons with poor vision Those suffering from central retinal injuries Their difficulties include the following: - Reading small type. - Writing. - Recognizing faces. - Performing everyday tasks: sewing, household repairs... - Watching television. - Reading monitors. - Reading street names, signs... - Reading bus numbers etc.. - Distinguishing colours.

Week 1 3. Functional diversity and its diverse forms Visual functional diversity Persons with poor vision Those suffering from peripheral retinal injuries Their difficulties include the following: -General mobility -Estimating distance, detecting obstacles and inclines -Locating traffic lights, tourist attractions... - Adjusting to dimly light environments

Week 1 3. Functional diversity and its diverse forms Visual functional diversity Persons with poor vision Those suffering from blurred vision Their difficulties include the following : - Details on objects at close and long distance. - Objects that do not contrast with their surroundings. - Colours (they are unable to perceive their full intensity). - Problems with letters and small objects (they have to move very close to make them out).

Week 1 3. Functional diversity and its diverse forms Auditory functional diversity The deaf and those with poor hearing This group suffer from complete loss or some reduction in their sense of hearing. This results in difficulties in communicating and obtaining information…etc. Deafness causes problems in communication, reading and social interaction. A deaf person is unable to use his sense of hearing to understand speech although he may be able to distinguish some sounds.

Week 1 3. Functional diversity and its diverse forms Auditory functional diversity The deaf and those with poor hearing Those suffering from auditory functional diversity use the following communication systems: - Lip reading -Words supplemented by gestures -Tracing letters in the air -Sign language Special care must be taken in the presentation of information and signage.

1.2.3. Diversidad funcional sensorial auditiva Personas sordas y con bajo nivel de audición Los sistemas de comunicación que utilizan las personas con Auditory functional diversity son: - Lectura labial - Palabra complementada con gestos - Lengua de signos Se debe poner especial empeño en el diseño de la Information y la señalética. 25 1.2. Diversidad Funcional: tipos 1.2. Functional diversity and its diverse forms 1.2.1. Physical functional diversity 1.2.2. visual functional diversity 1.2.3. Auditory functional diversity 1.2.4. Intellectual functional diversity 1.2.5. Organic functional diversity

Week 1 3. Functional diversity and its diverse forms Intellectual functional diversity This group includes those who experience difficulties in comprehension, orientation or decision making due to age or limited cognitive abilities. They need simple, easy to understand information and systems of orientation.

Week 1 3. Functional diversity and its diverse forms Organic functional diversity These are people who experience difficulties in performing daily tasks due to some sort of systemic disease. It may affect their general functional abilities or their ability to perform certain tasks. They may have respiratory difficulties, allergies or special dietary requirements.

Week 1 3. Functional diversity and its diverse forms More information Physical functional diversity: www.cocemfe.es Visual functional diversity: www.once.es Auditory functional diversity: www.cnse.es Intellectual functional diversity: www.feafes.com

Week 1 3. Diversidad funcional y tipos Más información Diversidad funcional orgánica: http://www.cdc.gov/nceh/airpollution/es/default.htm#asma, http://www.laalergia.com/bgdisplay.jhtml?itemname=consejos, http://www.lacasadelalergico.com/frontend/lacasadelalergico/base.php

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry As far as turnover is concerned, more than 80% of tourism in the fifteen European Community countries, prior to the latest additions, was of an individual or family nature. Travel for business made up the rest of the market and fluctuated between 15% and 30% of the total volume according to the country. It was highest in the Nordic countries. European Community households assign about an eighth of their total expenditure to tourism. There is little variation between countries.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry Tourism in each country of the European Community relies heavily on the local market. 87% of sales are made to residents whilst only 13% to visitors from other countries. Three quarters of European Community tourists did not leave the territory covered by the fifteen countries that made up the European Union prior to the latest additions. Spain is a highly important destination for Europeans; the disabled find its climate extremely benevolent. The remaining quarter of European Community tourists visit non Community countries and other parts of the world.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry Tourism, and especially accessible tourism, is one of the most promising sectors of the European economy. Forecasts predict that the tourism sector will grow constantly and more strongly than average. This will be due to an increase in leisure time and its importance in society as well as world economic growth.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry As far as gross turnover and employment are concerned, current growth rates and those of the last decade exceed 3% annually; related sectors have recorded even better results. This is due to the ever increasing demand for a wider and more complete range of tourism services as well as more active entertainment activities. In addition, the market has become more receptive to the “global” tourist, both disabled and non disabled. Approximately a hundred thousand jobs were created annually over recent years in food and catering.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry Europe offers the widest variety and the highest concentration of tourist attractions in the world and as a consequence receives more visitors than any other region. Although the average annual growth rate of the tourism sector in Europe is lower than the world rate and especially those of some emerging overseas markets, it is estimated that turnover will double in the next twenty to twenty-five years; net annual growth rate will be approximately 3%.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry The European Commission Directorate General XXIII Tourism Unit has published a document entitled “Making Europe More Accessible for Disabled Tourists. A Leisure Industry Manual”. The publication offers advice for European tourism workers on how to make their establishments more accessible and deal with disabled customers.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry In 2003 the Directorate General for Enterprise and Industry oversaw a project denominated “The Harmonization of Criteria for Adequate Accessibility to Tourist Attractions and Facilities for the Disabled”. The project invited European Tourism properties to report on their level of accessibility and proposed implementing a system of logos for participants.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry Organizations for the disabled from a number of member nations encountered the following problems with the project: the accessibility analyses were almost entirely internal, properties were awarded a logo indicating they had reported accurately on their level of accessibility even if they weren’t accessible and the project failed completely in improving accessibility. In 2004 the project published a document called “Improving information on accessible tourism for the disabled”.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry The European Council has recently organized a new committee of experts on universal design (accessibility) made up of representatives from member nations of the Council. This is an important development in Tourism for All.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry http://www.accessibletourism.org/ http://www.disabilitytravel.com/ http://www.accessible.travel/ http://www.rollingrains.com/archives/001430.html

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry Accessibility levels in the tourism industry Accessibility levels both in Europe and Spain are generally low. Information can be obtained from guide books for persons with special accessibility requirements. These guide books usually provide written descriptions of the facilities or use symbols and colour coding systems.

Week 1 4. The concept of accessible tourism and the accessible tourism market; accessibility levels in the national tourism industry Accessibility levels in the tourism industry Guide books with symbols or colour codes use two different systems: they indicate whether or not a property or attraction is accessible or which of three levels of accessibility it offers: accessible, accessible with difficulty or not accessible.

Week 1 5. Examples of what other countries are doing The ADA (American with Disability Act) has made the USA a point of reference for accessibility. Sath: Society for Accessible Travel & Hospitality founded in 1977 to promote accessible tourism.

Week 1 5. Examples of what other countries are doing The foundation of the European Network for Accessible Tourism in May 2006, the commitment of the EIDD (European Institute for Design and Disability) and a number of European Union initiatives all confirm the timeliness of these types of strategies, the demand for them and the need to implement further measures.

Week 1 5. Examples of what other countries are doing As for other European countries, France has developed a national accreditation system for the tourism industry (Tourisme & Handicap) and the Nordic countries have also established accessibility standards.Tourisme & Handicap

Week 1 5. Examples of what other countries are doing As for cities, Miami is regarded as the most accessible in the world followed by Arona, Tenerife.MiamiArona, Tenerife. These assessments, however, are usually only based on physical, not universal, accessibility.

Week 1 5. Examples of what other countries are doing A comparative table of standards

Week 4 1. The needs of each form of functional diversity There are no unified national or European standards that guarantee universal accessibility so here are a number of general recommendations for making establishments more accessible. Each country should include this information if they already have it or take steps to obtain it (an example would be what measures should be implemented).

Week 4 1. The needs of each form of physical diversity Website The website should meet WAI standards: -A -AA -AAA www.tawdis.net As well as meeting the WAI standards, the website should include the information on accessibility features listed in the following section.

Week 4 1. The needs of each form of physical diversity Information The material to be distributed to visitors as well as the information boards must include the following features: Formats Use a variety of formats (both hard and electronic copy) to guarantee maximum access to documentation.

Week 4 1. The needs of each form of physical diversity Information Recommendations for the text Use dark lettering on a plain, light background for the text. Do not place text over drawing or photos; place it in a frame against a light background to ensure contrast.

Week 4 1. The needs of each form of physical diversity TextBackground WhiteDark blueWhite RedWhite Dark greenWhite BlackWhite BlackYellowBlack WhiteBlack GreenWhiteGreen Dark blueWhiteDark blue RedWhiteRed YellowBlackYellow Dark greenYellow

Week 4 1. The needs of each form of physical diversity Information Recommendations for the text - Use lower case letters wherever possible. -Use the SansSerif font. SansSerif or plain lettering has no decorative elements whatsoever. The following fonts are suitable: Arial, Arial Narrow, Arial Rounded MT Bold, Century Gothic, Chicago, Helvetica, Geneva, Impact, Monaco, MS SansSerif, Tahoma, Trebuchet MS and Verdana. These are letters without serif; these are letters with serif.

Week 4 1. The needs of each form of physical diversity Information Recommendations for the text Use the largest size lettering possible. Use a minimum of size 12 lettering -14 is preferable- for pamphlets and forms. VisibilitySize of text from less than 0.50metros2 to 5 mm Between 0.5 and 0.9 metres5 to 9 mm Between 0.9 and 1.8 metres9 to 18 mm Between 1.8 to 3.6 metres18 to 30 mm Between 3.6 to 6 metres30 to 50 mm

Week 4 1. The needs of each form of physical diversity Information Recommendations for the text -Avoid cursive script or underlining. Use boldface to highlight text. Cursive X Underlining X Boldface √ - Do not use more than two types of lettering (one for the headings and another for the body of the text). - Leave wide gaps between paragraphs.

Week 4 1. The needs of each form of physical diversity Information Recommendations for the text - Put the margin on the left. - If the text appears in columns ensure there is sufficient space between them. If space is limited use a vertical ruler. - Use digits for numbers; do not spell them out: 3, not three. - Avoid Roman numerals.

Week 4 1. The needs of each form of physical diversity Information Information guidelines Use the following guidelines based on United Nations standards to create easy-to-read texts: 1. Use language that is simple and straightforward. 2. Avoid abstract concepts. 3. Make the text as representative as possible. 4. Use practical examples.

Week 4 1. The needs of each form of physical diversity Information Information guidelines 5. Use short sentences. 6. Use just one main idea in each sentence. 7. Use positive language. 8. Use the active rather than the passive voice. 9. Use words in a consistent way.

Week 4 1. The needs of each form of physical diversity Information Information guidelines 10. Use simple punctuation marks. 11. Do not use the subjunctive. 12. Do not use long or complicated numbers. 13. Try not to use words from another language; if they prove absolutely necessary, explain them adequately.

Week 4 1. The needs of each form of physical diversity Information Information guidelines 14. If the information is in a number of languages, differentiate clearly between them (use a different colour for each language and separate them sufficiently). 15. Do not use references. 16. Avoid using jargon, abbreviations and initials.

Week 4 1. The needs of each form of physical diversity Identifiableness The establishment must have a sign outside that identifies it adequately; the sign must be easy to read and of an appropriate size. It’s a good idea to illuminate the sign if there’s not much light.

Week 4 1. The needs of each form of physical diversity Parking For every fifty spaces, or fraction there of, there should be one reserved for the use of disabled persons. The international accessibility symbol should be displayed both on the wall and the floor of the space. The minimum dimensions for the space should be 6.00 m. long and 3.60 m. wide.

Week 4 1. The needs of each form of physical diversity Baggage handling The service should be available but, if it isn’t, it should at least be provided on demand.

Week 4 1. The needs of each form of physical diversity Access Ramps should be provided as an alternative to stairs. The door should be clearly visible and illuminated. There should be a power-operated 90/120 opening mechanism. There should be an unobstructed space of 1800mm in diameter. 90º door swing. Optimum door width 900mm; double doors, one leaf should be 900mm wide.

Week 4 1.The needs of each form of physical diversity Access - Powered entrance doors: width 1200mm, 0.5 m./sec, speed reduction device, volume detection cells in the opening space, manual safety stop, open and close device. - Glass doors: safety glass, 400mm skirting, manifestation on the glass at two levels, 850 to 1000mm and 1400 to 1600mm above floor level. - Door handles and knobs: ergonomic, circular section, 900-1200 mm above floor level, 40 mm separation from door. - Lobbies: unobstructed space of 180mm in diameter, clearly contrasted floors and walls, switches should be clearly distinguishable against the background, they should be illuminated and ergonomic and positioned at 900-1200mm above floor level, floor plans and models should be displayed.

Week 4 1. The needs of each form of physical diversity Horizontal circulation Floors should be level; where there are gradients internal design should incorporate ramps.

Week 4 1. The needs of each form of physical diversity Reception - The counter should be 1100mm above floor level. - There should be a minimum stretch of 1200mm at 800mm above floor level. The space on the inside should be 700mm above floor level and 500mm deep.

Week 4 1.The needs of each form of physical diversity Vertical movements There should be both stair and lift access to upper floors. Stairs: minimum unobstructed height below stairs 2200mm, risers without convex molding, if the stairs exceed 1200mm in width they require the same handrail as ramps, if they exceed 2400mm in width they require an intermediate handrail as well. Ramps: width 1800mm, maximum gradient 10% over ≤3 m., 8% over the rest (6% recommended). Maximum length 100mm. Landings and accesses 1800m x 1500mm, slip resistant surfacing, 50mm minimum skirting, ramps of more than 2m require handrails at two heights above floor level: 100±5 and 70±5, 450mm extensions at each end, 4 mm separation. 40mm-50mm diameter.

Week 4 1.The needs of each form of physical diversity Vertical movements Lifts: Access platform: 180 Ø, there must be an indicated area of 1500mm x1500mm. Floor indicators must be at 1500mm above floor level, in Braille and in raised print. There must be illuminated and acoustic warning devices. Buttons must be illuminated and clearly visible against the background; they should be at a height of between 900 and 1200mm above floor level. Cabin: The dimensions of the cabin must be 1400mm x 1100mm, and if there are double doors 1800mm x 1500mm. The difference between the floor of the cabin and the floor of the landing must be 20mm and the gap between the floor of the cabin and the landing 35mm. The floor must be slip resistant. The buttons must be located at the side of the door at a height of 900-1200mm above floor level. They must be illuminated, clearly visible against the background, in raised print and Braille. There must be an alarm bell, acoustic arrival and opening signals. The handrail must be at a height of 900mm ± 0.05 above floor level and the gap between it and the wall 40mm. There must be an independent generator for emergency lighting. There must be a mirror opposite the door.

Week 4 1.The needs of each form of physical diversity Vertical movements Lifts: Doors: must be horizontal and automatic, allow adequate time for entry and exit, have non close detector, and be 900mm in width (if the cabin is smaller than 1100mm, they can be 800mm in width). Lifting platforms: only in the case of renovations.

Week 4 1. The needs of each form of physical diversity Doors and corridors Corridors: Unobstructed vision: 2200 high x 18mm wide. Side passages 12mm with spaces of 15mm x 1500mm at the beginning and end, maximum 180mmm, keeping one side unobstructed Doors: 900mm wide, double doors, one leaf with 900-1200mm swing diameter

Week 4 1. The needs of each form of physical diversity Public furniture The fundamental requirement for all seating is it tat place the hip at the same level as the knees or even on a slightly higher plane. The recommended height is from 450 - 500 mm. It must have a back and armrests. The padding must be firm so as to ensure healthy and comfortable posture. The structure must be sound and rigid. It should be light enough to allow easy handling but heavy enough to remain in place when the user sits or stands.

Week 4 1. The needs of each form of physical diversity Rooms Bed height: 450-500mm Unobstructed space at each side of the bed: 900mm. Unobstructed space at foot of bed: 1100mm. Switches located at side of bed. Manoeuvring space Wardrobes: sliding or folding doors, folding clothes hangers or hangers at two heights. Rooms adapted for persons with respiratory problems.

Week 4 1. The needs of each form of physical diversity Bathrooms Doors: 900mm with a skirting of 30mm. 1500mm Ø of unobstructed space. Non slip floor. Washbasin : no pedestal, single lever taps, 800-90omm above floor level, lower unobstructed space 600-700mm deep and 70mm high. Toilet : 800mm unobstructed space at each side, seat at 450-500mm above floor level, 800 to 900mm length grab bars located on both sides at 800mm above floor level, 300-350mm distance between grab bar toilet axis. Non lever flush.

Week 4 1. The needs of each form of physical diversity Bathrooms Mirrors: lower edge located at 900mm above floor level. Accessories: between 900-120omm above floor level. Alarm systems: at 400mm above floor level, pull ring type.

Week 4 1. The needs of each form of physical diversity Communal spaces Adequate access Level floor Furniture: items must allow easy manoeuvrability and be widely distributed throughout the room There must be adequate access to the toilet The bar in pubs or cafés must be at a lower level

Week 4 1. The needs of each form of physical diversity Furniture Chairs must have a minimum height of 450mm, armrests and be easy to use (not too heavy and not too light), tables must have a minimum distance of 700mm between the floor and the bottom of the table, must be at least 1m wide and 500mm deep with unobstructed access.

Week 4 1. The needs of each form of physical diversity Menus Printed menu: Use straightforward easy to understand language for the accessibility information. Use non reflective matt finishes. Distribute the information evenly. Use bright colours for the letters and ensure they contrast against the background, they should have a clear outline. Special menus: There should be menus for customers with special dietary requirements. Braille menu

Week 4 1. The needs of each form of physical diversity Recreational areas: Recreational areas (parks, sports tracks, paths…) must provide full or partial accessibility for the functionally diverse. Swimming pools: The path around the edge of the pool must be 180mm wide with a gradient of no greater than 2% towards the outside. Non slip surfaces. Technical aids (crane). Stairs: 1200mm wide, 300mm minimum non slip treads and 160mm maximum risers. Railings and banisters at two heights (900mm and 700mm), clearly visible 500mm wide strip around the entire pool.

Week 4 1. The needs of each form of physical diversity Lighting Avoid excessive contrasts between entrances and lobbies and highly polished surfaces. Use light coloured surfaces with a matt finish. Light sources should be located above average eye line. Lobby 300lux.

Week 4 1. The needs of each form of physical diversity Visual information Signs: in raised and Braille lettering, the printed text in raised lettering (between 1 and 1.5mm) at the top and in Braille at the bottom, the text should not be protected by glass or a screen, it should be evenly lit so as to avoid dazzling and clearly visible against the background. Attached to surfaces: users should be able to approach to within 50mm. Between 1500-1700mm. Use brightly coloured clearly visible letters for signage. Signs should be well framed. Hanging: The bottom should be at a height of more than 2200mm if it is to be read at great distance. Appropriate, clearly defined, well separated and well lit lettering should be used. Contrast between doors and walls, walls and floors, switches...

Week 4 1. The needs of each form of physical diversity Visual information Information

Week 4 1. The needs of each form of physical diversity Auditory information - Sign language The latest initiative: Websourd, a French firm, has developed a system that uses webcam for dealing with customers with auditory disabilities. A webcam connection and a team of sign language interpreters enable the deaf person to converse without the slightest difficulty.Websourd -Hearing loop facilities -Rooms : text telephone, flashing door chimes…

Week 4 1. The needs of each form of physical diversity Auditory information Audiovisual presentations should be designed with all sectors of the community in mind: -Subtitles : Subtitles enable the deaf and those with diminished hearing to access the verbal information. The subtitles should meet the lettering, size and contrast accessibility criteria for signage. -Audio descriptions provide those suffering from visual functional diversity with audiovisual information.

Week 4 1. The needs of each form of physical diversity Tactile information Braille Raised print Guide system

Week 4 1. The needs of each form of physical diversity Support equipment

Week 4 1.The needs of each form of physical diversity Guided tours and adapting programmed educational material Guided tours adapted for each type of functional diversity.

Week 4 1. The needs of each form of physical diversity Staff training Training should endeavour to equip some or all members of staff to deal with different types of functional diversity. It must be broad based and reach as many members of staff as possible.

Week 1 7. What’s being done at a local level, backup resources Each country should insert the relevant information. Accessibility in Spain is improving. A number of new initiatives have been launched in recent years and both government and the private sector are now more sympathetic to and aware of the issue. In addition, these new initiatives seek to address issues related to all types of disabilities, not just physical ones.

Week 1 7. What’s being done at a local level, backup resources Related initiatives The Barcelona Municipal Institute for Disabled Persons has developed an accessibility plan and it is now being implemented in different areas such as commerce, culture etc.Barcelona MadridMadrid has also taken a number of initiatives to improve accessibility and cities such as Arona and Zaragoza, amongst others, have acknowledged the need to move ahead in this area.

Week 1 7. What’s being done at a local level, backup resources Basque Government tourist accessibility model

Week 1 7. What’s being done at a local level, backup resources -Municipal accessibility plans are creating conditions in which everyone, no matter what their disability, will be able to visit tourist destinations without inconvenience. -Bodies such as the Department of Tourism of the Regional Government of Gipuzkoa and Alava Incoming have conducted accessibility assessments in order to provide persons with special needs with accurate information and to promote accessibility in the sector. - Individual initiatives have been taken by groups such as the Beach Bathing Service which has improved accessibility by installing sensory integration tracks etc.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products Spanish tourist products and destinations do not generally provide reliable information on accessibility. This has negative consequences: the public are generally wary of information on accessibility contained in guide books, websites, pamphlets and other promotional media and are consequently obliged to request specific information by phone or rely on personal experience, be it their own or that of acquaintances or friends.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products The following are most important channels for reaching the specialist tourist operators and the target market: Accessible Tourism Guides: Guide books should aim to inform the millions of disabled in Europe and the rest of the world on accessibility to accommodation, restaurants and tourist attractions at each destination using the standard symbols. The information should be adapted for all types of disability. Once these guides are universally available in a range of languages, they will make an important contribution to improving accessibility.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products Some general guide books, mainly government publications, use standard symbols to indicate accessibility. Normally, however, publishers do not bother to corroborate an establishment’s level of accessibility and the information is usually provided by property managers themselves.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products There are also some specialized guide books on accessible tourism generally published by groups that work with associations for the disabled or by companies who work in the sector. These publications do not base their assessments on international standards but rather on existing conditions in the tourism industry. As a result, when they rate a property or attraction as “accessible”, the assessment is usually based on fairly low standards which may indeed vary in each autonomous region.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products Advertising and promotional material used by properties and services must state what measures they have taken to facilitate accessibility. In many instances accessibility is partial or only provides for certain disability groups whilst further adaptations required to comply with “Tourism for All” standards have not been undertaken.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products Accessible website design: Internet is an invaluable means for reaching the target group. This study regards the design of accessible websites for the disabled as a basic sales tool.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products Accessible website design : It is worthwhile mentioning that Internet coverage is measured in two ways: how families access it and the way they use it. According to the European Parliament, families that include disabled persons have less access to Internet despite the fact that it is a very important means of communication for this sector. As far as accessible tourism in Internet is concerned, it suffers from the same defects as accessible tourism in guide books.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products Tourist Guides: Information officers are responsible for managing and directing visitor flow. They must remember that disabled visitors require different information and treatment to other visitors. They need information about access to transport, accommodation, communication etc. The communication of this information involves the use of certain disability based techniques.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products Tourist Guides : A good example of this is the general lack of familiarity with deaf and dumb sign language, essential for guaranteeing media access for the disabled. Training received by Spanish tourist information officers does not cover accessibility. Many are not even familiar with the meaning of the term and are therefore not usually reliable sources of information on accessible products.

Week 1 8. Promotion and marketing of what’s available, accessible tourist products http://www.polibea.com/turismo/index.htm http://www.portalturismoaccesible.org/es/zone.jsp Arona http://www.youtube.com/watch?v=5J7nr_T7qeg https://reservas.viajes2000accesibles.es/home.do?conpgr=AE

Week 2 1. Legislation 1.1 National legislation Whilst the 1978 French Government decree 78/1167 implemented an adaptation plan for the public road system and the compilation of an inventory of public facilities to improve their accessibility, the Spanish Government took no action until the eighties. The 1976 Land Law and its subsequent enactment did however make some progress in this direction. This law and article 52 of Royal Decree 2159/1978 obliged planners to avoid architectural barriers when drawing up partial development plans.

Week 2 1. Legislation 1.1 National legislation It was in the eighties when the laws, decrees and by-laws regulating different aspects of accessibility began to appear in Spain and its autonomous regions. The law for the Social Integration of the Disabled (13/198299) was passed on the 7th of April 1982. Pending accessibility legislation from the autonomous regions, the national government issued Royal Decree 556/1989 on the 19th of May; it established minimum accessibility standards for buildings.

Week 2 1. Legislation 1.1 National legislation Prior to the passing of the decree on minimum standards, Navarre enacted the first autonomous accessibility law (4/1988) on physical and sensory barriers on the 11th July 1988. Following this initiative, in the nineties the rest of the autonomous regions drafted their own legislation: Cataluña in 1991, the Balearic Islands and Madrid in 1993, Castile-La Mancha and the Rioja in 1994, Asturias, the Canary Islands and Murcia in 1995, Cantabria in 1996, Aragon, Extremadura, Galicia and the Basque Country in 1997, Valencia, Castile and Leon in 1998 and Andalusia in 1999.

Week 2 1. Legislation 1.1 National legislation These decrees regulate areas directly affecting tourism. Article 4.2.2.9. of Decree 68/2000, for example, relates to the display of information and establishes the technical standards for accessibility in the Basque Country: signs giving information, posters and interactive sources of information must meet the general location and handling standards as well as being positioned at a certain height and using a certain size lettering and background to ensure their legibility for all members of the public. In article 10.3 of the same decree, there are six points relating to accommodation, reservations and other conditions that must be met.

Week 2 1. Legislation 1.1. National legislation Government is responsible for legislating to ensure accessibility to tourist attractions and services but travel agents must also make a contribution of their own accord. The first step in achieving a genuine commitment to accessibility is to legislate but private entities must subsequently make their own contributions to put the disabled on an equal footing with the rest of the community. This is the only path to genuine commitment.

Week 2 1. Legislation 1.1. National legislation All establishments open to the general public must comply with accessibility laws and regulations but the inclusion of specific measures in the regulations applying to tourism is an important step forward in creating awareness of the issue in the industry.

Week 2 1. Legislation 1.2. Basque Country legislation LAW 20/1997 of 4 December to facilitate accessibility http://www.euskadi.net/cgi- bin_k54/ver_c?CMD=VERDOC&BASE=B03A&DOCN=000012729&CONF=bopv _c.cnf DECREE 68/2000 of 11 April DECREE 68/2000 of 11 April approving the technical standards for accessibility in urban environments, public spaces, buildings and information and communication systems. http://www.euskadi.net/bopv2/datos/2000/06/0002494g.pdf

Week 2 1.Legislation 1.3.. AENOR accessibility standards AENOR has general disability standards: UNE 170001 Criteria for facilitating access. 170001-1: DALCO Standards (Movement, Comprehension, Location and Communication). 170001-2: Global accessibility management system.

Week 2 1.3. AENOR accessibility standards. It also has some specific regulations : UNE 139801:2003 – Computer applications for the disabled. Prerequisites for computer accessibility. Software. UNE 139802: 2003 - Computer applications for the disabled. Prerequisites for computer accessibility. Hardware. UNE 139803:2003 - Computer applications for the disabled. Prerequisites for website content accessibility. UNE 26316:1983 – Motor vehicles. Accessibility to controls in tourist vehicles.

Week 2 1.3. AENOR accessibility standards. More specific regulations: UNE 26450:1995 –Road vehicles. Adaptation of automobiles used by physically disabled drivers. Technical specifications. UNE 26494/1M: 2004 - Road vehicles. Transport vehicles for persons with reduced mobility with a capacity of nine or fewer passengers including the driver.

Week 2 1.3. AENOR accessibility standards. More specific regulations: UNE 41500:2001 IN – Accessibility to buildings and the urban landscape. General design criteria. UNE 41501:2002 – Accessibility symbol for improved mobility. Rules and degrees of use. UNE 41510:2001 – Accessibility in the urban landscape. UNE 41512:2001 – Accessibility to beaches and their surroundings. UNE 41513:2001 –Accessibility in urban areas under repair.

Week 2 2. Examples of case studies Spain /Basque Country : Accessibility analysis of the San Sebastián Tourist Information Office The San Sebastián Tourism Information Office has participated in the Basque Government Tourist Accessibility Programme. The first stage was an information session which included both theoretical and practical components. The second stage of the programme involved an accessibility analysis of the office. A visit to the office was made, the relevant information was collected and an accessibility report compiled. It rated the office according to its level of accessibility for each type of functional diversity and suggested areas for improvement.

Week 2 2. Examples of case studies Spain /Basque Country : Accessibility analysis of the San Sebastián Tourist Information Office A technical service and Basque Government financial aid and grants are available for making the improvements suggested in the report. The information contained in the report appears in two forms: it provides the exact dimensions of the office and also uses a system of icons and colour coding. The icon and colour coding system appears on a summary file which details the information for each type of functional diversity.

Week 2 2. Examples of cases studies Spain /Basque Country : Arantzazu Nature Trail in Gipuzkoa A nature trail in Arantzazu, in the Basque province of Gipuzkoa, has been adapted for use by all members of the public. The trail includes the following features to facilitate access:

Arantzazu Nature Trail in Gipuzkoa Information panels -The information panels have been designed to facilitate access for wheel chair users. The panel is situated at a suitable height and the space below it is free of obstacles. This provides the wheel chair user with close range access. -The information is in Braille and raised print for those with visual functional diversity.

Arantzazu Nature Trail in Gipuzkoa Information panels -The panels comply with accessibility standards for persons with reduced vision. -The text must also meet standards for persons with intellectual functional diversity.

Arantzazu Nature Trail in Gipuzkoa Slopes and handrails -12% maximum gradients. -Rest stations every 10 metres. -Alternative routes where the gradients are steep.

Arantzazu Nature Trail in Gipuzkoa Slopes and handrails - Double handrail along the entire length of the trail.

Arantzazu Nature Trail in Gipuzkoa Accessories - Accessible lookouts.

Arantzazu Nature Trail in Gipuzkoa Accessories - Accessible benches.

Arantzazu Nature Trail in Gipuzkoa Accessories - Emergency telephones.

Arantzazu Nature Trail in Gipuzkoa Map system -Ground level guideline for persons with visual functional diversity.

Arantzazu Nature Trail in Gipuzkoa Map system - Signposts in Braille and raised print on the handrails.

Arantzazu Nature Trail in Gipuzkoa Map system -Coloured indicators to indicate the correct route.

Week 2 3. Backup resources The Tourist Accessibility Model for the Basque Country http://www.industria.ejgv.euskadi.net/r44- 33325/es/contenidos/informacion/modelo_accesibilidad_turismo/es_mod_acc /mod_acc.html

Week 2 3. Information, websites, books… Guide Books Available in Spain: Guía d’Accesibilitat. Ayuntamiento de Cambrils, 2003. Guía de Accesibilidade. Concello de Santiago, 2003. Guía de Accesibilidad de Madrid. Ayuntamiento de Madrid, 1998. Guía de Accesibilidad al Medio Físico en la Provincia de Castellón. Federación Coordinadora Provincial Disminuidos Físicos de Castellón, Diputació de Castelló, 1995. Guía de accesibilidad de servicios turísticos de la Comunidad Autónoma del País Vasco. Confederación Coordinadora de Disminuidos Físicos de la Comunidad Autónoma del País Vasco, 1993. Guía de A Coruña para personas con discapacidad. Ayuntamiento de La Coruña, 1998.

Week 2 3. Information, websites, books … Guide Books Available in Spain : Guía de la ciudad: Badajoz Accesible. María del Carmen Rodríguez. Aqualia, 2004. Guía del Camino de Santiago para personas con discapacidad. Ibermutuamur, 2004. Guía de Toledo Accesible. Aspaym, Toledo, 2003. Guía de Turismo Accesible de la Región de Murcia. Aspaym, Murcia, 2003. Guía urbana de Sevilla para minusválidos del aparato locomotor. Junta de Andalucía, 1991.

Week 2 3. Information, websites, books … Predif Guides http://www.predif.org/

1. Information, different types of communication and general marketing, website accessibility Publicizing accessible tourism product through orthodox press, promotion and sales channels Promotion of tourism products and services for all is an efficient way of reaching consumers. Accessible tourist services must be efficiently presented to disabled persons. This is the only way to create more confidence in these products both amongst consumers in general and the target groups. Accessible tourist products must be promoted through the traditional press, promotional and sales channels.

1. Information, different types of communication and general marketing, website accessibility Publicizing accessible tourism product through orthodox press, promotion and sales channels Efficient promotion of products and services that are accessible for all will stimulate sales, create business opportunities and increase their competitiveness in Spain. Efficient selling of services and products that are accessible for all will position those who market them as specialists in the field and create consumer confidence, customer satisfaction and re-sales.

1. Information, different types of communication and general marketing, website accessibility When providing information on accessibility whether it be a destination or a tourist product, there are two things to bear in mind: the content and the format. Format The format must facilitate accessibility so that a person suffering from functional diversity doesn’t encounter any obstacles when attempting to access the information.

1. Information, different types of communication and general marketing, website accessibility Format Printed material must meet the accessibility standards for means of communication. In addition to this the information must be provided in a variety of formats such as enlarged text, Braille or audio. Websites must comply with the accessibility guidelines published by W3C. These guidelines are WAI protocols. www.tawdis.net www.w3.org/WAI

1. Information, different types of communication and general marketing, website accessibility Format European Design for All e-Accessibility Network http://www.edean.org/ As well as these guidelines the format must meet the information accessibility standards.

1. Information, different types of communication and general marketing, website accessibility Content Once the formats are accessible and all members of the general public are able to access them, the presentation of the information on accessibility is important. The information on accessibility may appear in writing or in a more graphic form using icons and colour coding.

2. Customer service General customer service guidelines Do not underestimate disabled persons. Only offer them assistance when it is clear they are unable to perform a task. Never give them assistance without asking them first. “Imposed” assistance is humiliating. Assistance should be discreet. It should not attract the attention of people in the immediate vicinity and should be done naturally and without hurry or fuss.

2. Customer service General customer service guidelines Do not offer unrequested advice. In general, disabled people know exactly what they need and want and are able to communicate it one way or another. Never address a disabled person’s companion, unless the disabled person is unable to follow the conversation. Be understanding and tolerant. Be patient when dealing with a disabled person; it may take them longer than others to talk or act. Do not be overly attentive when dealing with personas suffering from functional diversity.

2. Customer service General customer service guidelines The most important thing to remember is to treat disabled persons in the same way as others, respectfully and not condescendingly. Don’t feel embarrassed when talking to disabled persons. Never make compassionate comments about their condition. When relevant, refer to their condition in a natural way. Avoid tense silences or inappropriate verbosity. Never treat a functionally diverse person like a child, not even psychically disabled adults.

3. Backup products– New technologies Aids which enable the disabled to overcome obstacles or barriers to accessibility in their surroundings are used to facilitate access. These aids enable a disabled person to perform the same tasks as a non disabled person. They are known as technical aids or assistive products. Here is a list of some of the technical aids available for a range of functional diversities:

3. Assistive products– New technologies Physical functional diversity Stairs : Lifts Elevator platforms Stairlifts Ramps Bathrooms: Grab bars for the toilet Grab bars for the shower and the bath Seats and benches for the bathtub Shower seats Dining rooms: Adapted cutlery

3. Backup products– New technologies Visual functional diversity Braille Walking cane External guide systems Raised print Braille typewriters Text enlargers Glasses Keyboards with large, colour coded keys, keyboards in Braille

3. Backup products– New technologies Auditory functional diversity -Text telephones -Hearing aids -Hearing loop facilities -Flashing alarms and doorbells -Intercoms -Mobile phone loops -…

3. Backup products– New technologies More information Ceapat http://www.ceapat.org/ CESyA http://www.cesya.es/, CNSE http://www.centac.es/tecnologias/accesibilidad/

Module 3 - Distance Learning

Week 3 1.Easy does it Easy does it PDF Document and activity to achieve improvements.

Week 4 1. Specific needs of each form of functional diversity -Physical functional diversity: Elimination of architectural barriers: -access, - movements, -lighting, -information formats. -bedrooms and bathrooms… - Auditory functional diversity: Visual information, Assistive products for persons with hearing impairments…

Week 4 1. Specific needs of each form of functional diversity -Visual functional diversity: -Audio assistive products, -Visual contrasts, - Enlarged visual Information… - Intellectual functional diversity: An attendant, Guide systems, Easy to understand information. -Organic functional diversity: -Vertical movement, -Rooms adapted for persons with respiratory disorders.

Week 4 2. How to provide good customer service 2.1. The deaf and persons with extremely poor hearing Ascertain if the person is able to lip read. Stand in front of them; ensure clear visibility. Stand facing the light. Speak clearly; your mouth must be in the person’s direct line of vision. Do not cover your mouth. Do not shout or overpronounce.

Week 4 2. How to provide excellent customer service 2.1. The deaf and persons with extremely poor hearing Look the person in the eyes; this gives a deaf person confidence and enables the speaker to monitor the customer’s comprehension. Use simple body language to reinforce verbal language. If oral communication proves difficult, use writing. Show the person the backup literature– pamphlets etc.- to assist in the communication of information. Ensure you understand what the person says and that they understand you.

Week 4 2. How to provide excellent customer service 2.1. The deaf and persons with extremely poor hearing Adapt yourself to the person’s pace of communication. If the person is accompanied by a sign language interpreter maintain eye contact with the deaf person; speak directly to them and not to the interpreter.

Week 4 2. How to provide excellent customer service 2.2. Persons with speech impediments Try to remain cool, calm and collected. These people have difficulty in communicating and speaking; make an effort to understand them. If you are unable to understand what the person is trying to communicate, say so, don’t pretend you understand.

Week 4 2. How to provide excellent customer service 2.3. The blind and persons with extremely poor vision When talking to a blind or severely sight impaired person, say who you are and introduce the people with you. Do not forget to say goodbye when parting company. Always ask before offering assistance; assist the person as naturally as possible. If it proves necessary to accompany the person, offer your arm (which one will depend on which hand the blind person uses to hold their cane) so as to guide them. Walk a short way in front; you must act merely as a guide and not direct or push the person in any direction.

Week 4 2. How to provide excellent customer service 2.3. The blind and persons with extremely poor vision Describe the itinerary verbally and warn the person of any obstacles and ensure they locate them with the cane. When assisting the person to sit down, place your hand on the back of the chair and invite them to be seated. If obliged to leave the person at any time, advise them and then guide them to a place free of pedestrian and other passing traffic. Inform the blind person of what you are doing at all times. Provide information in Braille or audio format.

Week 4 2. How to provide excellent customer service 2.3. The blind and persons with extremely poor vision The blind need to do things in a logical order at all times; try and ensure that this happens. When giving a blind person an object, place it in their hand. If the object is fixed, place the person’s hand on it. If the sight impaired person has a guide dog, do not stroke it or talk to it without the owner’s permission.

Week 4 2. How to provide excellent customer service 2.5. Persons using a wheel chair It’s a good idea to sit down when addressing wheelchair users as eye contact is very important. When you position yourself at the same height as the other person it is much easier to make and maintain eye contact. Never push a wheelchair without asking the user’s permission. Do not lean on a wheelchair as it is perceived as an invasion of the user’s personal space. Do not address the user’s companion in preference to the user. When pushing the chair, be sure to take a firm grip and push from behind.

Week 4 2. How to provide excellent customer service 2.4. Persons who walk slowly and/or use crutches Ask the person if they require assistance before providing it. Walk at the same speed as the person. When accompanying the elderly or handicapped, ensure you familiar with the location of rest areas. Ensure the person has their crutches at hand at all times.

Week 4 2. How to provide excellent customer service 2.5. Persons using a wheel chair When going down stairs, face the chair towards the stairs, tilt it backwards and descend gently. When going up stairs, face the stairs, tilt the chair backwards and push upwards with the front wheels touching the ground. If ever obliged to evacuate a building by the fire escape, the wheelchair user should be carried out or placed in a lighter chair and fastened to it with a safety belt or something similar.

Week 4 2. How to provide excellent customer service 2.6. Persons with intellectual disabilities Express yourself clearly and simply and in a relaxed fashion. Be careful with your pronunciation and use emphasis where appropriate. Endeavour to use readily understandable language and avoid complicated words or technical jargon. Don’t be patronizing: use language that is appropriate for the age of the person you’re addressing.

Week 4 2. How to provide excellent customer service 2.6. Persons with intellectual disabilities Listen carefully. Address the person directly and not their companion. Make sure the person has understood what you’ve said to them. Avoid rushing them when they request information.

Week 4 2. How to provide excellent customer service 2.7. Persons with organic functional diversity Mention the availability of special diets or spaces adapted for persons with respiratory difficulties.

Week 4 2. How to provide excellent customer service Dealing with problems and complaints When dealing with problems or complaints, remember the previously mentioned guidelines and treat disabled persons like any other customer. This is a guarantee of consistent quality customer service.

Modulo 3 - Workshop 4

1.Analysis and discussion of the options mentioned in the Easy does it document and the VisitBritainy audit. 2.Presentation of the accessibility plans

Bibliography

ACCEPLAN. Libro verde de la Accesibilidad en España.IMSERSO/Instituto Universitario de Estudios Europeos, 2002. Accesibilidad al Ocio de las Personas con Discapacidad. Revista Consumer. Fundación Eroski, 2002. CERMI. Plan Estatal de Accesibilidad del CERMI. Colección CERMI.es nº 6, 2003. Código Ético Mundial para el Turismo. OMT, 1999. Comisión Europea. Dirección General XXIII Unidad Turismo. “Por una Europa accesible a turistas con discapacidades. Manual de la Industria del Ocio”.

Bibliography Concepto Europeo de Accesibilidad. Comisión Central de Coordinación para la Promoción de la Accesibilidad. CEAPAT. Madrid, 1997. Curso de Turismo Accesible. Real Patronato sobre Discapacidad, 2004. Disability and Social Participation in Europe. European Commission, 2001. Encuestas de Ocupación en Alojamientos Turísticos. INE, 2002. Hacia una Europa Sin Barreras para las Personas con Discapacidad. European Commission, 2000. Manual de Accesibilidad. IMSERSO–CEAPAT, 1998.

Bibliography Marcos, D., González, D. “Turismo Accesible. Hacia un Turismo para Todos”. Colección CERMI.es, nº 4. Marzo 2003.. Ministerio de Trabajo y Asuntos Sociales. “I Plan Nacional de Accesibilidad 2004-2012. Por un nuevo paradigma, el Diseño para Todos, hacia la plena igualdad de oportunidades”. Madrid. Julio 2003. Resolución del Consejo sobre el Futuro del Turismo Europeo. CMICT. Unión Europea, 2002. Turismo accesible para todas las personas – Plan de acción del CERMI. Colección CERMI.es nº 22, 2005.

Module 1 - Workshop 1 1. Introduction The basic principle behind the strategy of Tourism For All is the concept of “Universal Accessibility”. Accessibility.

Similar presentations

Presentation on theme: "Module 1 - Workshop 1 1. Introduction The basic principle behind the strategy of Tourism For All is the concept of “Universal Accessibility”. Accessibility."— Presentation transcript:

Similar presentations

About project

Feedback

Log in

Auth with social network:

Module 1 - Workshop 1 1. Introduction The basic principle behind the strategy of Tourism For All is the concept of “Universal Accessibility”. Accessibility.

Similar presentations

Presentation on theme: "Module 1 - Workshop 1 1. Introduction The basic principle behind the strategy of Tourism For All is the concept of “Universal Accessibility”. Accessibility."— Presentation transcript:

Similar presentations

About project

Feedback