Travel in 2024 is already surging. As we begin to hit the
warmer months, peoples’ pent-up desire for exploration and vacationing has
exploded, and there are no signs of traveler demand slowing down. According to
the March 2024 findings from the U.S. Travel Association, air
passenger growth is up 6%, foreign visits to the U.S. have grown by 24%, and
93% of travelers have travel plans in the next six months.
This increased desire to get out and get away is great news
for the travel and tourism industry. But, as both brands and agencies continue
to look at the best ways to reach travelers in a post-COVID era, it brings into
focus an often-overlooked group that deserves our long overdue time and
attention: travelers with disabilities. This demographic makes up 16% of the
global population with $8 trillion in spending power, according to the UNWTO, and presents a significant opportunity for the
tourism industry. Yet, only 1% of current travel marketing efforts cater to
their needs. This gap underscores a critical area for growth and inclusion.
Creative and marketing agencies have a pivotal role in driving this change,
leveraging industry insights and their advocacy efforts to guide clients toward
more inclusive practices. By addressing the needs of travelers with
disabilities, agencies can lead a transformation in travel marketing, tapping
into a largely misaligned market and promoting accessibility and equity in
travel experiences.
Reframing the Audience: Understanding the Disability
Communities
Agencies are pivotal in initiating a significant shift
within the travel and tourism industries, focusing on how their clients
perceive and interact with disabled travelers. The alarming insights from Sage Inclusion—that 96% of travelers with disabilities feel
underserved—should serve as a major red flag for anyone in the tourism space.
Armed with this knowledge, agencies need to leverage their influence and voices
to address this significant market blunder with clients. Their advocacy should
aim to transform industry norms from the inside, promoting a comprehensive
understanding of the disability communities that extends beyond mobility issues
to encompass a wide range of needs, including vision, hearing, speech, epilepsy,
and autism.
The data provided by IBCCES and Autism Travel reveals a
stark reality: 87% of parents with an autistic child avoid family vacations due
to the lack of autism-certified travel options. Yet, an overwhelming 93%
expressed that they would be more likely to travel if such options were made
available. This discrepancy highlights the urgency for agencies to act as
relentless advocates for inclusivity, pushing clients to go beyond superficial
representation. Agencies must encourage clients to fully integrate the varied
and nuanced needs of travelers with disabilities into their service offerings,
marketing strategies, and overall brand ethos. Agencies hold the power to
initiate change, not by altering hotel operations or direct service provisions,
but by being a constant advocate for inclusivity in their clients’ ears to make
these things possible.
Reframing how clients interpret the disabled audience
requires moving beyond viewing this demographic as a target for sporadic
campaigns or as checkboxes on a DE&I list. Agencies' role in this
transformation is more than advocacy; it's about helping clients bridge the gap
between the current state of travel and the inclusive future we aspire to
create.
Elevating Marketing through Inclusive Representation
Reenvisioning marketing tactics with inclusive
representation merges smart creative imperatives with strategic advantage.
Agencies are recognizing the importance of integrating people with disabilities
into their storytelling, not as a special interest group but as a core
demographic. The compelling evidence provided by Morning Consult highlights
why this shift is picking up steam, revealing that 84% of consumers prefer to
support companies that showcase inclusivity towards people with disabilities in
their advertising efforts; with 80% deeming these companies as more trustworthy.
Inclusivity, it turns out, does not alienate standard travelers, rather, it
increases the likelihood of their engagement with services and accommodations
that demonstrate a commitment to serving everyone's needs.
The shift towards genuine inclusivity in marketing requires
more than the token presence of diversity. Agencies must push their clients to
see true representation involves embedding the real and varied experiences of
those with disabilities into the brand's story, moving beyond superficial
acknowledgments. This needed shift is supported by international data that
reveals only 4% of TV ads in the UK feature disabled people, dropping
to 1% of disabled people in lead roles; this is despite 22% of the UK
population being disabled. By authentically integrating the presence
of individuals with disabilities into marketing strategies, brands can enhance
their appeal, showcasing a genuine dedication to diversity and inclusion that
resonates across the consumer spectrum. This approach underscores that
prioritizing inclusivity is not only ethically sound but also a savvy business
strategy, reinforcing the brand's commitment to a truly inclusive world that
permeates from on-screen to the experiences, services, and offerings they provide
travelers.
Embracing Technology for Greater Accessibility &
Market Appeal
Travel and tourism brands that integrate technology for
greater accessibility options will quickly find it's a strategic, and
lucrative, advantage. Travelers with mobility disabilities spend $58.2 billion
annually on travel, and this fact alone underscores the untapped market
awaiting the tourism industry. The slow adoption of accessible technology in
this space has been limiting growth for years. Agencies have a pivotal role in
pushing this transformation forward, not just as advisors for their clients but
as active advocates pushing for innovation. They must urge their clients to
embrace accessible services through technology, highlighting the dual benefits
of expanding market reach and enhancing brand loyalty.
Offering accessibility-focused services doesn't just meet
existing demand—it opens new avenues for market expansion, creative
exploration, and brand loyalty, positioning brands at the forefront of a more
inclusive travel experience. By showcasing success stories like AccessibleGO,
with its impressive 30% repeat booking rate and retention of lifetime
customers, agencies can help clients understand the dual benefits of
accessibility: enhanced revenue and increased customer loyalty. This approach
not only captures a wider audience but also elevates the brand's market value
and interest, proving that when travel brands broaden their offerings to be
more inclusive, everyone wins.
The collaborative effort between agencies, technology
innovators, and the hospitality sector can pave the way for a more inclusive
tourism industry. By being that constant voice in their clients' ears, agencies
can best underscore that embracing accessibility goes beyond compliance—it's a
strategic move towards creating a more welcoming environment for all travelers,
aligning with a broader commitment to inclusivity.
The tourism industry faces a critical opportunity to
redefine inclusivity for travelers with disabilities, emphasizing the crucial
role of marketing and creative agencies in steering this transformation. These
agencies are tasked with the vital responsibility of guiding brands and
companies to not only understand but actively integrate inclusivity into their
strategies. This involves crafting campaigns that authentically represent the
diversity of travelers, leveraging technology for greater accessibility, and
most importantly understanding the audience you’re ultimately trying to reach.
As we navigate the best ways to enhance travel and tourism,
the commitment of agencies to embed inclusivity efforts as a foundational
principle is paramount, marking a strategic and ethical pathway forward. It's a
win-win scenario: good for agencies, good for businesses, and great for the
wide spectrum of global travelers they serve.
Dulani Porter is EVP & Partner of SPARK, an
award-winning collaborative creative agency representing national and
global clients in the travel, tourism, and hospitality industries. Dulani
oversees the development of strategic planning, brand development, and
marketing initiatives on behalf of SPARK’s clients.
For the latest travel news, updates and deals, subscribe to the daily TravelPulse newsletter.
Topics From This Article to Explore
