Access Information Research - VisitEngland

Access InformationResearchMarch 2012

VisitEngland Access Information SurveyBackground & Methodology• 70 respondents completed the surveyusing an online link in March 2012• All respondents either had a healthcondition or impairment themselves,and/or cared for someone who does,and/or arrange travel for someone whodoes• 81% of respondents had a health conditionor impairment; 67% had a mobilityimpairment, 34% a long-term illness, 14%hearing loss (deaf or partial hearing loss),10% vision impairment (blind or partiallysighted), 7% a learning disability ormental illness, and 17% other conditionsor impairments.

VisitEngland Access Information SurveyKey Findings• Almost all (94%) say it is important to beable to find information on a destination’sprovision for the relevant condition beforetravel – but only 39% find it easy to findthis information, a gap of 56%between the importance ofaccessibility information and howeasy it is to find• Information on accessibility of things tosee and do, the surrounding environmentand accommodation are the mostimportant – but again, respondents findthis information difficult to find,particularly for the surroundingenvironment and places to eat & drink• A lack of information has a largeeffect on respondents’ likelihood tovisit a destination, with 66% sayingthey would be ‘much less’ likely to visit adestination if unable to find theinformation required and 74% ‘a lot morelikely’ to visit the destination with thebest information available. 4

VisitEngland Access Information SurveyKey Findings (cont.)• Tourism websites for the destinationare the key information source foraccessibility information, with 83% ofrespondents using them and 42% usingthem as their main source of information.• Respondents to this survey prefer toaccess information online, with 84%saying information on web pages is ‘veryuseful’, though it should be noted as thissurvey was conducted online allrespondents have internet access, andother formats may be useful to thosewithout.5

Detailed findings

VisitEngland Access Information SurveyInformation on a destination’s provision for conditions iscritical to those who organise travel – but is not easy to findImportance of finding information regardingdestination’s provision for condition before travelEase of finding information regardingdestination’s provision for condition before travelVery importantQuite important12.9%81.4%Important:94%Very easyQuite easy5.7%32.9%Easy:39%Not very important2.9%Not very easy45.7%Not at all important2.9%Not at all easy15.7%0 20 40 60 80 1000 10 20 30 40 50Gap between Importance and Ease of finding information – 56%

VisitEngland Access Information SurveyAccessibility of entertainment / things to do top the list ofthe types of information required, but information about thesurrounding environment and accommodation also keyType of Information*% Very Importantor Quite ImportantAccessibility of attractions (Things to see and do) 97.1Accessibility of places to eat and drink e.g.restaurants/bars/pubs95.7Information about the general environment e.g. hilly 94.3Accessibility of accommodation e.g. National AccessibleScheme rated91.0Accessibility of trails / walks 88.4Condition / accessibility of pavements & road crossings 88.2Accessibility of public toilets 86.7Accessibility of shops 85.5Accessibility of Tourist information centre 85.5*Other types of information 76.5% importance or below excluded, please see appendix for full list8

In words – types ofinformation required“How suitable an area is forwheelchairs is the area flat orhilly. List of Radar Toilets in thearea. Are all the places ofinterest suitable forwheelchairs”“Wheelchair accessibility tovenue/bedrooms/restaurants/bars.”“Access, terrain, facilities e.g.toilets, eating, parking (hownear, type of spaces & howmany) etc.”“Distance between bus or trainstation and accommodation.Distance to local amenities(shops, pub, etc.) from place ofstay.”“Accommodation suitable fordisabled people, parking,entrance--no steps,suitable for wheelchair users ---toilet, kitchen suitable fordisabled.”“Disabled toilets”“the terrain I am likely tocome across includingwhether it is tarmac orgravel.”VisitEngland Access Information Survey“Ease of travel by publictransport. terrain and walkingconditions. Steps in property.assistance with luggage andseating.”“Urgent medicalprovision if neededdue to nature ofchronic illness”“Lifts, dark corridors,lighting”“To enter a 'tourist' destination,are there steps and, if so, howmany? Are there staff whocan help with enquiries?”

VisitEngland Access Information SurveyAgain, however, there is often a large gap between the typeinformation required and the ease of finding the information –particularly for the surrounding environment and places to eat & drinkType of Information*% VeryImportant orQuite Important% Very Easyor Quite Easyto FindGapAccessibility of public toilets 86.7 21.7 65.0Condition / accessibility of pavements & roadcrossings88.2 24.2 64.0Accessibility of trails / walks 88.4 26.0 62.4Accessibility of places to eat and drink e.g.restaurants/bars/pubsInformation about the general environment e.g.hilly95.7 38.6 57.194.3 42.9 51.4Accessibility of shops 85.5 35.7 49.8Accessibility of accommodation e.g. NationalAccessible Scheme ratedAccessibility of attractions (Things to see anddo)91.0 42.9 48.197.1 50.0 47.1Accessibility of Tourist information centre 85.5 53.7 31.810*Other types of information 76.5% importance or below excluded

VisitEngland Access Information SurveyAccessibility information provision has a large impact on the choiceof destination among those booking travel for themselves or otherswith accessibility needs, particularly where one destination offersbetter information than anotherAffect on plans of being unable to findinformation for particular destinationChoice between destinations, where oneoffered better information than othersWould make no differenceat all8.6%Would make no differenceat all11.4%Would be a little lesslikely to visit thatdestination25.7%Would be a little morelikely to choose thedestination offering thebest information14.3%Would be much less likelyto visit that destination65.7%Would be a lot more likelyto choose the destinationoffering the bestinformation74.3%0 20 40 60 800 20 40 60 80

VisitEngland Access Information SurveyWebsites are the key source of information used – but mostparticularly destination websites, which are used by a majority(83%) and are the main source for one in four (42%)Tourism website for destination42%83%Contacting local businesses by email16%60%Specialist websites for disabled travellers9%59%Online reviews3%50%Contacting local businesses by telephone10%44%BrochureContacting local TIC7%1%43%36%Source of information usedMain source of informationFriends & family1%31%Magazine / newspaper articles3%23%Other sources11%4%None4%3%0% 20% 40% 60% 80% 100%

VisitEngland Access Information SurveyInformation on web pages or printed brochures are the mostuseful for those arranging travel with accessibility needsInformation on web pagesInformation to download fromwebsite, e.g. PDF or WordPrinted brochures / leafletsLarge Print46.5%92.9%87.9%85.9%“It would be goodjust to know whenyou go to a websitethat it had theaccessibility in aprominent placeinstead of having tosearch for it.”Audio CD37.9%MP3 Download28.6%Braille15.3%0 20 40 60 80 100% Very useful / Quite useful

Appendix

VisitEngland Access Information SurveyAppendix – Importance of Information Types rankedAccessibility of attractions (Things to see and do)Accessibility of places to eat and drink e.g.…Information about the general environment e.g. hillyAccessibility of accommodation e.g National Accessible…Accessibility of trails / walksCondition / accessibility of pavements & road crossingsAccessibility of public toiletsAccessibility of shopsAccessibility of Tourist information centreAccessibility of parking options and/or park & rideAccessibility of taxisAccessibility of public transportAccessibility of nearest bus and railway station(s)Contact details for national disability organisations e.g.…Contact details for local hospitalProvision of tourism leaflets, brochures & maps in…Contact details for equipment hireProvision of wheelchair / scooter hire (Shopmobility)Contact details for local access groupProvision of dial-a-ride service97.1%95.7%94.3%91%88.4%88.2%86.7%85.5%85.5%76.5%75%63%60.9%60%60%54.3%52.2%46.5%41.1%32.8%0 20 40 60 80 100% Very important / Quite important