Online Information about accessibility: How to increase accessibility information to guarantee equality in accomodation for people with reduced mobility

i Online In o ma ion abou accessibili y Guilhe me Luís Galaz Ta a es HOW TO INCREASE ACCESSIBILITY INFORMATION TO GUAR- ANTEE EQUALITY IN ACCOMODATION FOR PEOPLE WITH RE- DUCED MOBILITY Disse a ion ii NOVA In o ma ion Managemen School Ins i u o Supe io de Es a ís ica e Ges ão de In o mação Uni e sidade No a de Lisboa ONLINE INFORMATION ABOUT ACCESSIBILITY by Guilhe me Luís Galaz Ta a es Disse a ion p esen ed as pa ial equi emen o ob aining he Mas e ’s deg ee in In o ma ion Managemen , wi h a specializa ion in Ma ke ing Resea ch and CRM Ad iso Saleh Shuqai iii ABSTRACT The inclusion o people wi h disabili ies has been ecei ing esea ch a en ion in ecen yea s. This s udy con ibu es o he exis en knowledge by explo ing, wi h he use o in-dep h in e iews, he expe iences o Po uguese people wi h educed mobili y ega ding hei a el expe ience. The mos common ba ie s a e iden i ied, and possible solu ions ou lined, o add alue o he academic esea ch on his opic while gi ing use ul and p ac ical ecommenda ions o decision make s. The s udy also con ibu es o p e ious li e a u e on ou is s wi h disabili ies by demons a ing ha he websi e s uc u e and design o amous a el booking websi es in ac educes he a el in en ions o people wi h educed mobili y. The s udy also iden i ied he po en ial o isual in o ma ion o se e as a ool o people wi h educed mobili y o be e access, wi h ull anspa ency, i an accommoda ion se es hei speci ic needs and he equi e- men s o accessibili y. KEYWORDS: Accessibili y, Accessible Tou ism, Inclusion, In o ma ion Accessibili y, Ac- commoda ion Accessibili y, Tou ism, Disabili y, Equali y, Online booking pla o ms 4 1. INDEX 1. Index ............................................................................................................................. 4 2. In oduc ion .................................................................................................................. 6 3. Backg ound Resea ch ................................................................................................ 12 3.1. Disabili y ............................................................................................................. 12 3.2. TOURISM esea ch on Disabili y ....................................................................... 14 3.3. Tou ism and Disabili y – Accessible Tou ism .................................................... 15 3.4. The Powe o In o ma ion in Disabled Tou ism .... E o! Ma cado não de inido. 3.5. Online Accessibili y In o ma ion ....................................................................... 20 3.6. Li e a u e Gap and P oblem Iden i ica ion .......................................................... 24 4. S udy Objec i es ......................................................................................................... 26 4.1. S udy Rele ance and Impo ance ........................................................................ 26 5. Me hodology ............................................................................................................... 28 5.1. Sample ................................................................................................................. 30 5.2. Da a Collec ion .................................................................................................... 31 6. Findings ...................................................................................................................... 37 6.1. Sample ................................................................................................................. 41 6.2. The expe ience o a elling wi h educed mobili y ............................................ 43 6.3. Ba ie s ................................................................................................................ 47 6.3.1. Physical ba ie s ........................................................................................... 48 6.3.2. Rela ional Ba ie s ........................................................................................ 50 6.3.3. In o ma ion Ba ie s ..................................................................................... 52 6.4. Sugges ions o inc ease accessibili y ................................................................... 60 6.4.1. Se ice p o ide Sugges ions ........................ E o! Ma cado não de inido. 6.4.2. In o ma ion Sugges ions ................................ E o! Ma cado não de inido. 7. Conclusion and Discussion ......................................................................................... 64 8. Recommenda ions o decision Make s ..................................................................... 65 9. Limi a ions and Fu u e esea ch ................................................................................. 70 10. Bibliog aphy ......................................................................................................... 71 11. Appendix .............................................................................................................. 81 5 1.1 LIST OF TABLES Table 1- Resea ch Me hodology .............................................................................................. 28 Table 2 - Ques ions and hemes app oached on he online in-dep h in e iews ...................... 39 Table 3 - Demog aphics o he In-dep h in e iew pa icipan s ............................................... 83 Table 4 - T a el Expe ience o he In-dep h in e iew pa icipan s ........................................ 85 6 2. AKNOWLEDGMENTS I would like o hank all he pa icipan s in his s udy, who helped me o be e unde s and hei needs and s uggles in an open way, o he help iden i ying mo e pa icipan s, and, abo e all, o being an example o pe se e ance and s eng h: To Nuno Majo , o showing me he pe spec i e o a pe son wi h disabili ies since I was h ee yea s old and o being a sou ce o inspi a ion. To Ca la B anco, o he kindness. To Ca los Noguei a o his posi i e a i ude abou li e and humou . To Diogo Ma ins o his sha pness and guidance and o he inspi a ion o ea down ba - ie s. To Paula Reis o he iendliness and open mind and o he expe insigh s on Accessible Tou ism. To Rosá io Ca alho o he s eng h and humou and iendliness and o he inspi a ion ha came om he li e expe iences in he book “E a Daninha”. A special hanks o all he calls o ask i e e y hing was ok and o he au og aphed copy o he book. To Susana Ba oso o he example o empowe men and s eng h as a pe son and as an a hle e. I’d also wish o show my app ecia ion o all he suppo and help p o ided by he associa- ions ha con ibu ed deeply o he ga he ing o an inc edible sample, namely Associação Po - uguesa de De icien es, INR- Ins i u o Nacional pa a a Reabili ação, Associação Sal ado and Go I s Accessible. 7 The assis ance and pa ience p o ided by my ad iso , Saleh Shuqai was g ea ly app ecia ed and con ibu ed deeply o he success o his s udy. A special hanks o being always p esen and in ouch o make su e e e y hing was going well! To my amily: To my Mom, o all he lo e and o showing me he need o igh o equali y and o being an example o ha e o and igh . To my Dad, o all his pa e nal lo e and o eaching me how o be a be e pe son and o always aim highe and o e come mysel . To my b o he s, João and Da id o all hei pa ience, lo e, and o always being an example o success and a sou ce o inspi a ion and ad ice. To my iends who we e always he e o me when I needed he mos , encou aging me o pu sue his esea ch. Specially o Ped o, o his iendship, company, and guidance. Finally, o my gi l iend, Ca a ina, o he lo e, pa ience, and companionship and o being always he e o me when I needed he mos . A special hanks o he encou agemen o pu sue my mas e and g ow. 8 3. INTRODUCTION As o oday, 15% o he wo ld's popula ion li es wi h some o m o disabili y (WHO, 2018). The e o e, i is impo an o unde s and i he digi al ans o ma ion o socie y is uly helping, eaching, and empowe ing his signi ican pa o he popula ion. The idea o unde s anding how echnologies enable people wi h disabili ies is no new. P io esea ch shows ha echnol- ogy enables and empowe s ou is s wi h disabili ies (Da cy e al., 2020; Eichho n e al., 2008). I seems in ui i e o a gue ha ad ancemen s in echnology and be e access o in o ma ion allow people wi h disabili ies o make be e a el decisions. Howe e , his is no always ue. Recen esea ch by Ha a d Business Re iew highligh s he needs o inno a e in he c ea ion o p oduc s and se ices o inc ease di e si y and inclusion o people wi h disabili ies. (Casey, 2020) In Pa allel, he Wo ld T a el and Tou ism Council claimed ha Tou ism was esponsible o 10.3% o he global GDP in 2019 (2019), which shows how impo an his sec o is o he wo ld economy and de elopmen and he e o e, o he people wi h disabili ies wo ldwide. Al - hough his sec o is a he co e o he global economy, people wi h disabili ies ace ba ie s o leisu e pa icipa ion ha unde mine hei sense o eedom and eelings o au onomy (Smi h, 1987), which poses as ye ano he ba ie o hei ull inclusion and pa icipa ion in socie y.(Clo- que e al., 2018) When we alk abou ou ism, one o he aspec s ha lies in i s co e is he accommoda ion, as i is he co ne s one o all he leisu e ac i i ies ha a e c ucial in mos ou is ic ho spo s. And i is exac ly in he selec ion and booking o he accommoda ion ha people wi h disabili ies ace common and unnecessa y ba ie s, as he e a e cons ain s and p oblems when loca ing accessible accommoda ion (Da cy, 2010). 9 Acco ding o B ody (2019) he accessible a el ma ke is g owing 22% yea ly and ou is s wi h disabili ies demand changes in he sec o so i can accommoda e hei needs and allow hem o enjoy equal and ull pa icipa ion. This p o es ha his segmen o ou is s can become an addi ional e enue sou ce o hose who in es in i s enablemen . Al hough ou is s wi h disabili ies ha e been gaining inc easing a en ion in he li e a u e and se ices p o ision, i emains scan on he online in o ma ion ba ie s hey ace du ing he a el planning p ocess. As such, his s udy aims o unea h he ba ie s and challenges associa ed wi h disabili y in ou ism wi h an emphasis on educed mobili y and access o in o ma ion. While deepening ou esea ch, we ound ha he inexis ence o he lack o quali y and o in o ma ion p esen s a key ba ie owa ds he engagemen o ou is s wi h educed mobili y. Fu he , he expe iences o his ype o a elle s we e explo ed o unde s and pa e ns, ba ie s, and possible solu ions. By elying on in-dep h in e iews his s udy iden i ies he ba ie s, pa hways, and oppo uni ies ela ed o he ou is s wi h disabili ies and how o shape policies, se ices, and s a egies o mo e sus ainable and accessible a el. I is he e o e highly ele an o unde s and he in o - ma ion needs and obs acles ha his neglec ed pa o mode n socie y o en ace when ying o book accommoda ion in o de o ackle hese ba ie s and allow o a highe le el o pa icipa- ion o people in he ou ism sec o . P io s udies on accessible ou ism ha e ouched upon se e al a eas, such as: (1) The needs o people wi h disabili ies while a elling.(Boxall e al., 2018; Da cy e al., 2020; Na alia e al., 2019) (2).The ba ie s people wi h disabili ies ace when engaging wi h ou ism.(Chiku a e al., 2017; Yau e al., 2004) (3) The esea ch on disabili y (Abbo & McConkey, 2006; Ki chin, 2000; O’Day & Killeen, 2002; Sample, 1996; S one & P ies ley, 1996). (4) In o - ma ion needs o people wi h disabili ies (Da cy, 2010; Domínguez Vila e al., 2019). Howe e , o his end, he li e a u e ails o explo e in dep h he eelings and needs o people wi h educed 16 han ou ism o people wi hou disabili ies, as he p ocess o a eling o people wi h disabil- i ies p o es o be a g ea e and wide challenge as inding accommoda ion, hings o do and anspo a ion is a lo ha de o hem. Thei sensa ion in he end is o accomplishmen and a eeling o egaining con ol o hei own li es a e o e coming a ha d challenge. Al hough he insigh s o his s udy a e ex emely ele an , he ac ha i ocused mo e on he p ocess o becoming a el ac i e a he han on he disabili y i sel , combined wi h a sample ha had people wi h empo a y and acqui ed disabili ies, may ha e comp omised he alidi y o he esea ch o people ha ha e non-cu able o li e-long disabili ies. Fo hem he p ospec o eco e y is no an easy eali y and he e o e he eeling ha “ ou ism ep esen s a me apho o eco e y” (Yau e al., 2004) could be mo e complex o his pa o he popula ion. Rega ding esea ch on accessible ou ism, i is necessa y o hink no only abou he anspo a ion and accommoda ion bu also abou leisu e ac i i ies. I has been epo ed by se - ice p o ide s in he ou is ic indus y ha he e a e some challenges when p o iding people wi h educed mobili y wi h se ices wi hou p ope adap ed equipmen (Chiku a e al., 2017). Fu he mo e, Da cy, McKe che and Schweinsbe g (2020) highligh ed he need o c e- a e se ices and “des ina ion expe iences” ha p o ide an equali y o o e ing o ou is s wi h and wi hou disabili ies. This is key o build se ices ha a e made o i o hei needs as cus- ome s (Hannukainen & Höl ä-O o, 2006) and no jus adap a ions o he cu en equipmen . The e is also a need o include accessibili y as an e o when building ma ke ing and commu- nica ion s a egies, as he cu en ocus is based on conc e e access obs acles alone and educes people wi h disabili ies o hei impai men s wi hou con ibu ing o ue inclusion (Cloque e al., 2018). 17 P e ious s udies abou he Po uguese con ex o accessible a elling indica es ha ou is s wi h disabili ies would a el mo e i hey had a highe income. The quan i a i e al - hough explo a o y na u e o his esea ch was impo an o highligh he bigges mo i a ions o he Po uguese ou is s wi h disabili ies and o e all sough ea u es o he des ina ions, being secu i y and accessibili y o ou is ic poin s he mos impo an aspec s sough . (Kas enholz e al., 2015). A he co e o esea ch on he needs o ou is s wi h disabili ies is esea ch ha highligh s he speci ic needs o ou is s wi h di e en ypes o disabili ies and he di e ences in hei needs and a el pa e ns depending on hei demog aphics, educa ion, and le el o employmen s a- us. The s udy highligh ed he needs o Mobili y, Communica ion, Sa e y, Se ice and Com o . Wi h his esea ch, i was possible o obse e ha he needs a ied depending on hei con ex and disabili y. This s udy was key o mo i a e decision-make s in o de o unde s and speci i- cally he necessi ies o each ype o ou is s wi h disabili ies (Da cy, 2010) Rega ding educed mobili y a elling, he li e a u e is sca ce as mos s udies ocus on disabili y as a whole wi hou going in dep h in o he pa icula needs o ou is s wi h educed mobili y. Recen ly, esea ch has been done in o de o unde s and he a elling pa e ns o amilies wi h membe s wi h educed mobili y (Nyman e al., 2018). This esea ch allows o se expec a ions abou he a i udes o ou is s wi h educed mobili y when a elling in amilies wi h companions wi hou disabili ies, ailing o gi e insigh s abou he needs o solo ou is s wi h educed mobili y. P e ious esea ch was also esponsible o ou lining he inhe en mo i a ions and de e mi- nan s ha a ec he a el decision o wheel-chai bond ou is s. The conclusion was ha his ype o ou is s would equi e amily suppo o ex e nal incen i es as a elling wi hou eco- nomical suppo o hem would commonly b ing hem ou o hei budge (Özcan e al., 2021). 18 O e all, ega ding accessible ou ism, he academic consensus is ha people wi h disa- bili ies a e being unde se ed and al hough he e has been mo e a en ion in he ecen yea s, he ac emains ha nowadays, people wi h disabili ies don’ eel welcome and ace challenges when engaging wi h his sec o . 19 4.4. ADEQUATE/EFFICIENT INFORMATION FOR TOURISTS WITH DISABILITIES Accessible Tou ism is a complex concep , as i in ol es he c ea ion o se ices, ans- po a ions and accommoda ions ha a e made wi h Uni e sal Design in mind. This piece o esea ch speci ically, is ocused on one pa o he p ocess ha s a s p io o he ac ual ac ion o a elling, he sea ch o in o ma ion ha will lead o he decision o a elling o no by he pe son wi h disabili ies and la e , o a ec he quali y o he ip as a whole. Rega ding his opic, he li e a u e, al hough no ex ensi e in quan i y, is o g ea dep h and will be he co ne s one o his cu en s udy. I s a ed in 2007 wi h an a icle called “Ena- bling Access To Tou ism Th ough In o ma ion Schemes”, whe e he au ho concluded ha he collec ion o in o ma ion ega ding accessible ou ism was key o se expec a ions and ha when hese expec a ions whe e me , he le el o sa is ac ion and he in en ion o a el o he ou is s wi hs disabili ies is highe compa ed wi h i s coun e pa s wi hou disabili ies (Eichho n e al., 2008). This s udy is also key o iden i y one issue ha lays a he co e o his esea ch: he ac ha he incomple eness o he in o ma ion p o ided by accommoda ions is due o di e en laws and e alua ion echniques. The au ho s also iden i y he mos ele an sho comings: “ he lack o ich de ails, he ailu e o p o ide cus ome -o ien ed se ices and he limi s o in o ma ion dis ibu ion and communica ion s a egies using mains eam channels”. This implies ha one common p oblem when alking abou c ea ing s a egies o inc ease accessibili y is: he ac ha he solu ions c ea ed a e made o i legisla ions and laws, bu ha ul ima ely p o e o be inad- equa e o he eal needs o his ci izens. The li e a u e u he sugges s ha needs o de ailed in o ma ion a e highe o people wi h disabili ies when choosing accommoda ion and con- cluded ha people wi h disabili ies equi e a comp ehensi e and mo e complex le el o in o - ma ion o decide abou hei accommoda ion. The esponden s o his s udy s a ed ha “mos impo an in o ma ion o people de e mining he app op ia eness o accommoda ion o hei 20 needs was he conside a ion o he bed oom and he de ailed c i e ia o he ba h oom” (Da cy, 2010). In he pe spec i e o esea ch, he lack o in o ma ion ega ding accessibili y in accom- moda ion makes i ha de o collec da a o access whe he o no one coun y o loca ion is accessible, which p o es o be a limi a ion o s udies on his opic (Na alia e al., 2019). In conclusion, he academic consensus ega ding he impo ance o in o ma ion o peo- ple wi h disabili ies is ha i indeed plays an impo an ole and is key o hem o pa icipa e in ou ism. The speci ic needs o in o ma ion a e well documen ed in he li e a u e o di e en disabili ies (Da cy, 2010). 4.5. ONLINE ACCESSIBILITY INFORMATION AND ONLINE INFORMATION ABOUT AC- CESSIBILITY One o he easons ha c ea ed he need o gene a e esea ch like ou s was he lack o p e ious li e a u e abou online in o ma ion o people wi h educed mobili y ha explo ed hei online expe iences, ba ie s and needs in dep h. I is impo an o clea ly dis inguish be ween wha is online accessible in o ma ion and online in o ma ion abou accessibili y. This di e ence hasn’ been deeply explo ed in p e ious esea ch and is key o he expe ience o people wi h educed mobili y. 4.5.1. Online Accessibili y Online accessibili y add esses in o ma ion ha is made a ailable o e e ybody ega d- less o hei disabili y. Accessible in o ma ion is usually seen in he o m o in o ma ion on websi es sui able o people wi h educed isibili y using a se o p ac ices and s anda ds (Naga aju e al., 2019). This opic s a ed being explo ed when esea che s s a ed o see he po en ial o he in e ne and he possible i was also capable o b inging o people wi h disa- bili ies (Laux e al., 1996) . 21 When alking abou accessible in o ma ion i is ine i able o come ac oss he WCAG- Web Con en Accessibili y Guidelines, a se o ecommenda ions o make websi es and in o - ma ion a ailable o people wi h di e en disabili ies. These ecommenda ions a e mos ly o i- en ed o people wi h isual impai men s as cu en ly, websi es and apps ail o se e hei needs, esul ing in a low ask success a e o his ype o use s (Ca alho e al., 2018). Rega ding ou ism online accessibili y, ecen ly, s udies poin ed ha he e is s ill a lack o accessibili y o he in o ma ion o websi es o a el planning and booking (Fo is e al., 2020), mo e han 25 yea s a e his p oblem was ini ially add essed. 4.5.2. Online In o ma ion abou accessibili y Online in o ma ion abou accessibili y is he in o ma ion a ailable abou he accessibil- i y o a ce ain place. This opic al hough impo an o people wi h educed mobili y wasn’ explo ed as ea ly and as ex ensi ely in he p e ious li e a u e, lea ing a gap in he esea ch. While he e is a se o guidelines o inc ease online accessibili y, he e a e no known guidelines on how o make he con en i sel mo e o ien ed o he needs o people wi h disa- bili ies. A quick example o illus a e his: While he e a e ini ia i es o ensu e ha he e a e condi ions o a blind pe son o see he gene al in o ma ion o an ho el online, he e is no ini ia i e in place o in o m a blind pe son abou blind- iendly ac i i ies a ailable a he Ho el, o i he es au an ’s menus a e a ailable in B aille and o he in o ma ion ha is key o hei equal pa icipa ion. This ac lea es people wi h educed mobili y in a si ua ion whe e he in o ma ion o se ices, loca ions and ac i i ies is accessible o hei pa icula disabili y, bu no in o ma ion is p o ided on whe he o no he se ices, loca ions and ac i i ies a e p epa ed o accommoda e hem. 22 Al hough he e is some li e a u e abou he use o he in e ne o aid people wi h disa- bili ies o ind accommoda ion online, i p o es o be ei he oo gene al o o ail o add ess he ac ual expe iences o ou is s wi h educed mobili y. A s ep in he igh di ec ion was a Ge man a icle ha ga he ed esponses om mo e han a housand people wi h disabili ies o access hei online beha iou ega ding he p ocess o sea ching o accommoda ion. (Re e ence?) The s udy epo ed ha he majo i y o he esponden s ga e up on ce ain des ina ions because o he lack o online in o ma ion and ha i he e was mo e in o ma ion, hey would a el mo e. Al hough his s udy was explo ing a opic o g ea impo ance wi h a conside able sam- ple size, i is clea ha he au ho has a lawed pe spec i e ha was documen ed on ea lie li e a u e on his opic: he ac ha i s men ali y as a esea che was no in line wi h he ue eelings and expe iences o people wi h disabili ies (Shakespea e, 1996). This is isible as he esea ch s a es ha people wi h disabili ies a el mo e and had highe income han i s coun e - pa s wi hou disabili ies. The au ho e en wen u he o s a e “Mo eo e , i is mo e likely ha disabled people do no wan o be ea ed like handicapped and he e o e do no emphasize he a ailabili y o in o ma ion abou accessibili y on such websi es.” (D ews, 2010). A s a emen like his is uly dange ous as i goes agains he documen ed eali y p e ious desc ibed (Shakespea e, 1996) ha is esponsible o ein o cing inequali y and exclusion a he han con- ibu ing o i s mi iga ion. One impo an aspec add essed in p e ious li e a u e explains he powe o isual in- o ma ion: he ac ha ac ual pic u es o he accommoda ion can inc ease he a el in en ion o ou is s (Wang e al., 2019) and c ea e a be e o e all image o he des ina ion when done wi h quali y (He a h e al., 2020). 23 When add essing he heme o pho og aphy o spaces, di e en esea che s adop di - e en pe spec i es, as he objec and he cha ac e is ics o a pic u e a y wi h i s main pu pose. This leads o ex ensi e esea ch ha ou lines he mos impac ul way o collec ing and display- ing images o maximize he inancial ou come while he e is a lack o epo s on s udies abou he bes way o c ea e images ha po ay he ou is ic des ina ions wi h maximum accu acy (Hun e , 2008). When building isual in o ma ion, he li e a u e iden i ied ha i can se e as a way o inc easing anspa ency and should be used as such by in es ing in a co ec and accu a e po - ayal o eali y (Bell & Da ison, 2013) . One o he mos comple e s udies ha cas s a ligh on he accessibili y needs o in o - ma ion and expe iences o people wi h disabili ies. I add esses he engagemen wi h an online pla o m (Ai bnb), using he commen s o people wi h disabili ies on he pla o m as a sou ce o in o ma ion o p o ide insigh s and ou line expe iences abou he di icul ies encoun e ed in he p ocess o sea ching and s aying a an accommoda ion. This esea ch wen deep o unde - s and he p oblems and ou line possible solu ions and ecommenda ions o make he con en s mo e adequa e o se e he needs o he gues s wi h disabili ies in e ms o in o ma ion, equip- men , and communica ion. The eedback om he use s was clea : he e is a o al lack o ans- pa ency and us on he in o ma ion made a ailable on such pla o ms. The accommoda ions ail o se e no only he physical needs bu also he in o ma ion equi emen s (Randle & Dolnica , 2019). This lack o in o ma ion was also highligh ed in a p e ious s udy add essing speci ically he mo i a ions o people wi h educed mobili y. This s udy un eiled ha people wi h educed 24 mobili y complain abou he use o in o ma ion and echnology in ou ism. They o en el de- cei ed in he p ocess o ob aining in o ma ion abou he se ices since he p omised acili ies and hose con i med by hei expe ience did no coincide (Özcan e al., 2021). In conclusion, p e ious li e a u e highligh ed he impo ance o p o iding accu a e and anspa en in o ma ion o people wi h educed mobili y and iden i ied he powe o pic u es as an accu a e sou ce o in o ma ion while explo ing some o he pains people wi h educed mobili y ace in he p ocess o accommoda ion booking. 4.6. LITERATURE GAP AND PROBLEM IDENTIFICATION The p e ious li e a u e abou disabili y esea ch, al hough sca ce and limi ed, is use ul o iden i y he p ime challenges when c ea ing s udies abou disabili y and o educe he limi- a ions o u u e s udies by ha ing hose challenges in mind while conduc ing esea ch on his opic (Ki chin, 2000; Science, 1996) . The same doesn’ happen wi h he li e a u e abou Ac- cessible Tou ism, whe e he p e ious li e a u e p o ides p o ound insigh s and whe e he ocus is o expand he knowledge in o de o be e se e he ci izens wi h disabili ies. This esea ch iden i ied wo majo li e a u e gaps when alking abou Accessible Tou ism: The i s was a lack o in-dep h esea ch o he speci ic in o ma ion needs o people wi h e- duced mobili y as mos li e a u e ocuses on people wi h disabili ies as a whole. The second is he ac ha he p e ious esea ch p o es o be ou da ed as cu en ly, he p ocess o booking and sea ching o in o ma ion o an accommoda ion is now done h ough online pla o ms like Booking and Ai bnb, in which people wi h educed mobili y sea ch, jus like any o he pe son, o in o ma ion and y o ind he accommoda ion ha mee s hei needs. 25 Li le is known in he li e a u e abou he pe spec i es o people wi h educed mobili y ega d- ing he access o he accommoda ion in o ma ion and i hey us he in o ma ion p o ided online. I is possible ha p e ious esea ch makes use o quan i a i e me hods, ha do no allow o cap u e he eal expe iences o people wi h educed mobili y and o unde s and hei ac ual ba ie s, expe iences, and p ocesses. P e ious epo s aised he need o pe o m comp ehensi e esea ch o explo e he expe i- ences and obs uc ions uly el by people wi h disabili ies when in ol ed in ou ism, making use o quali a i e enqui ies (Kas enholz e al., 2015). 32 These ques ions we e mos ly open ques ions ega ding expe iences, ba ie s, hough s and needs iden i ied while in e ac ing wi h ou ism. By c ea ing mos ly open ques ions, i was possible o go deepe in o he pe sonal ba ie s o each esponden , wi hou in e e ing o ying o modula e he speech and discussion. 6.2.1. The p ocess o collec ing he in o ma ion Fi s , a ideo eco ding o he esponden s was made while he in e iew was aking place (wi h he necessa y consen ) in o de o gua an ee easy access o accu a e in o ma ion a e he in e iew wi hou he loss o da a. While in e iewing he pa icipan s, he da a collec o was also aking no es o he an- swe s and a i udes o he esponden s. Then, he in e iews whe e ansc ibed illing he gaps be ween he no es ha whe e w i en li e. The las s ep was coding he da a using heo y-g ounded echniques. 6.2.2. In e iew ques ions The ques ions we e ca e ully designed o main ain he in eg i y o he answe s. To do so, he o de o he ques ions was s udied o gua an ee some luidi y wi hou going back and o h wi h he hemes. The hemes o he ques ions we e di ided in o 7 g oups. Some o he ques ions e ie ed in o ma ion ha would la e i in o mo e han one heme. In addi ion, he o de in which he hemes we e app oached, al hough he o de o he ques ions was main ained, a ied be ween pa icipan s since each one was “ igge ed” di e en ly by di e en ques ions. 33 In he end, he hemes app oached we e: Disabili y and in o ma ion o he Pa icipan He e, ques ions like he ype o disabili y and he age o he pa icipan we e collec ed. These ques ions we e impo an o be e access he demog aphics and unde s and he o e all cha ac e is ics o he sample. I was also impo an o access he le el o au onomy o each pa icipan and o p e-access he possible physical ba ie s and needs. T a el Expe ience As men ioned be o e, he sample was composed en i ely o people wi h educed mobil- i y wi h a el expe ience, bu he ex en o his expe ience was ye o be accessed. The e o e, in his sec ion, pas expe iences in ou ism we e explo ed and accessed. The ques ions we e ca e ully buil o p o ide us wi h in o ma ion abou he pe iodici y, ex en , and con ex o he a eling o he esponden s. These ques ions helped unde s anding how deep he ela ionship wi h he ou ism sec o was o each esponden and o ou line gene al a elling pa e ns. O e all eedback on a elling He e, ques ions abou he o e all eedback on he p ocess o a elling we e made. This g oup o ques ions allowed he pa icipan o pic u e he ou lines o he expe ience o a elling as a pe son wi h educed mobili y. I also p o ided ex a in o ma ion as he esponden s end up b inging i s he expe iences ha impac ed hem he mos . 34 Ba ie s iden i ied The objec i e o his g oup o ques ions was o ocus on he obs acles he esponden s encoun e e e y ime hey decide o a el. The esponden s we e p omp ed o iden i y any ype o ba ie , no only he s uc u al and physical ba ie s bu also he in o ma ion, social and phys- iologic ones. Booking P ocess and us on he pla o ms To ex end he li e a u e and o p o ide mo e in o ma ion on he booking p ocess, he esponden s iden i ied wha was hei a ou i e p ocess o ob ain in o ma ion and p o ided eedback on he pla o ms whe e hey ind he in o ma ion. This allowed o an upda e on he p e ious li e a u e, p o iding in o ma ion abou he eali y o online booking o a pe son wi h disabili ies nowadays. The us on he pla o ms and in o ma ion was always ques ioned o collec insigh s on whe he o no hese pla o ms a e us wo hy and adap ed o he needs o he ou is s wi h physical disabili y. In o ma ion needs when booking accommoda ion To be e c ea e solu ions and ou line ini ia i es ega ding he in o ma ion o he accom- moda ions, he speci ic in o ma ion needs o people wi h educed mobili y we e collec ed. Because he ele ance o he exis ence o pic u es o he accommoda ions was p e alen in he i s h ee in e iews, his ques ion was added o he subsequen in e iews o access i i was consensual ha isual in o ma ion could imp o e he us on he in o ma ion abou ac- commoda ions a ailable online. 35 Sugges ions o imp o e accessibili y This g oup o ques ions allowed he pa icipan s o iden i y he possible solu ions and hei po en ial ou comes based on hei empi ical knowledge. Wi h his g oup o ques ions, i was possible o c ea e a di ec channel o communica ion and eedback be ween he ou is s wi h educed mobili y and he decision make s eading his a icle. The objec i e o such ques ion was o se he ounda ions o a p ocess o co-c ea ion o se ices be ween people wi h disabili ies and p ac i ione s (Na a o e al., 2015). Some o he inpu om hese ques ions will also be inco po a ed in he sugges ions made in he end by he au ho . Da a Analysis The analysis o quali a i e da a equi es a high le el o syn he iza ion o he in o ma ion collec ed. In a s udy like he cu en one, whe e he objec i e is o explo e expe iences, he p ocess o da a educ ion and syn he iza ion was made o a oid he exclusion o opinions and expe iences e en i hey we e s a ed by only one esponden . An a emp was made o gi e a oice o hose expe iences ha can be el by o he ellow ou is s wi h educed mobili y. In o de o e ie e conclusions om he quali a i e da a collec ed, he answe s o he ques ions we e e ised, analysed and coded. The coding p ocess was as ollows: (1) ou lining o he hemes add essed in each ques- ion by he esponden s; (2) di ide he hemes in o ca ego ies g ouping hemes wi h simila cha ac e is ics (3) iden i ica ion o ela ionships be ween he answe s o di e en pa icipan s. 36 Al hough his me hod o manual coding is being eplaced wi h mode n me hods ha gua an ee a be e eliabili y o he da a using, o example Quali a i e Da a Analysis (QDA) so wa e (De e ding & Wa e s, 2021), he ac ha he sample was qui e small, made i impos- sible o success ully un an analysis wi h his ype o echnology. 37 7. FINDINGS The indings we e o ganized in o h ee majo hemes ha we e explo ed: i s , he de- mog aphics and sample cha ac e is ics we e analysed, hen, he o e all expe ience in a elling was s udied, and hen, he ba ie s we e add essed. Being i he co e o his esea ch, di e en ypes o ba ie s we e explo ed om he Physical, o he ela ional and mos impo an ly, he in o ma ion ba ie s aced by ou is s wi h educed mobili y. In he end, sugges ions om he pa icipan s we e collec ed in o de o iden i y possible solu ions. The esea ch made in he pas indica ed ha people wi h disabili ies ha e nume ous ba ie s o engage wi h ou ism, one o hem being he access o in o ma ion (Da cy, 2010; Kas enholz e al., 2015). When he accessibili y in o ma ion is p o ided and as he dep h o he in o ma ion inc eases, ou p edic ion a he beginning was ha he esponden s would epo a highe in en- ion o a el i he in o ma ion ba ie s we e pa ially o comple ely emo ed. As he e a e people wi h di e en physical disabili ies and also di e ences in he deg ee o disabili y, i was expec ed ha people wi h disabili ies ha equi e mo e ca e and in o ma ion (people wi h lowe le els o au onomy), would ha e a highe inc ease in he in en ion o a - elling han people wi h less se e e disabili ies, because o hem, he need o de ailed in o - ma ion would be c i ical o enjoy he des ina ion. (Da cy, 2010; Randle & Dolnica , 2019) Addi ionally, p e ious li e a u e abou in-dep h in e iews, aised some conce ns ha no - mally a ise when his ype o esea ch is made. P oblems such as, he pa icipan s wi hholding in o ma ion o eeling uncom o able o sha e pe sonal and sensi i e in o ma ion ha e been aised in he classic li e a u e abou In-dep h In- e iews (Go den, 1956). Mos o he a ailable li e a u e abou he me hod o in-dep h in e iews also highligh s he need o he in e iewe o be able o, h ough body language and he o mula ion o he ques ions, 38 show in e es and make he esponden s com o able o alk abou hei expe iences wi hou leading o yes/no ques ions. (Isabel & Sie a, 2006).Wi h hese common limi a ions in mind, he ques ions we e de eloped, and he in e iewe ained o be able o success ully collec he da a wi hou in e e ing and shaping he ou pu s. While collec ing he da a, ew o he p e iously iden i ied limi a ions we e el because a unique and pe sonally ouching phenomenon was obse ed: The pa icipan s showed a g ea app ecia ion o he heme o his esea ch and o he ac ha deep esea ch on his opic was being made. This s a e o mind, ha was sha ed by all he esponden s, allowed o a highe dep h and anspa ency o he in o ma ion ga he ed, as he pa icipan s wan ed o ensu e he quali y o he in o ma ion being ansmi ed, o be e po ay and highligh hei ue expe i- ences when in e ac ing wi h ou ism. This allowed he in e iewe o be e na iga e h ough he expe iences and eelings o he pa icipan s wi hou he common cons ain s o an in-dep h in e iew. One opic ha high- ligh s his phenomenon was obse ed when he pa icipan s sha ed uly pe sonal and in ima e opics, such as hei speci ic needs ega ding equipmen and in o ma ion abou oile s and ba h- ooms. Table 2 (below) lis s he ques ions and some insigh s abou wha hemes we e explo ed in each ques ion based on he da a collec ed. 39 Table 2 - Ques ions and hemes app oached on he online in-dep h in e iews Numbe Theme Ques ions Q1 Disabili y and in o - ma ion o he Re- sponden How old a e you? Q2 Wha ype o disabili y do you ha e? Q3 We e you bo n wi h his disabili y? Q4 T a el Expe ience Do you a el? How o en? Q5 Do you a el alone? Q6 Do you make he booking decisions by you sel ? Q7 O e all eedback on a elling / Ba ie s iden i ied Can you desc ibe he expe ience o engaging in ou - ism as a pe son wi h disabili ies? Q8 Ba ie s iden i ied Wha a e, in you opinion, he bigges ba ie s o ou - ism engagemen o people wi h disabili ies? Why? Q9 Sugges ions o im- p o e accessibili y I you could change one hing abou he ou ism sec o o make i mo e appealing o people wi h disabili ies wha would you do? Q10 Booking P ocess and us on he pla o ms / Ba ie s iden i ied Desc ibe o me he p ocess o inding a ho el on he in e ne ? Q11 Ba ie s iden i ied Wha a e he p oblems, i any, ha you ace when mak- ing bookings on he in e ne ? Q12 Ba ie s iden i ied / Booking P ocess and us on he pla o ms Do you eel ha he e is some hing missing on he websi e? 40 Q13 Booking P ocess and us on he pla o ms Do you eel he in o ma ion o he accommoda ions is enough o you speci ic needs? Q14 In o ma ion needs when booking accom- moda ion Wha ype o in o ma ion do you need ha a pe son wi hou disabili ies doesn’ ? Q15 Booking P ocess and us on he pla o ms Wha pla o ms do you use when booking accommo- da ion? Q16 Booking P ocess and us on he pla o ms Do you eel ha hose pla o ms a e accessible? Why? Q17 Booking P ocess and us on he pla o ms / Sugges ions o im- p o e accessibili y Would pic u es help in ha ing mo e con idence abou he p ope ies? Q18 Misc Is he e any hing else you would like o ell me abou his opic? 41 7.1. SAMPLE As men ioned be o e, he pa icipan s o his s udy we e ound h ough he help o as- socia ions and wi h snowballing me hods, whe e he pa icipan s indica ed iends o known people ha hey knew had an expe ience in ou ism. The ac ha he pa icipan s we e chosen wi h he help o associa ions and o he pa icipan s, made i possible o ha e a sample composed o people ha , besides being ou is s wi h disabili ies, we e also e y in ol ed wi h accessibili y and disabili y-o ien ed communi ies. The ou pu o he in e iews is p esen ed in able 3, p esen in he appendix o his e- sea ch. In he sample o esponden s, he e was a high di e si y o indi iduals: he e was an au ho , ac i is s, an a hle e, accessibili y specialis s, a leade o an accessible ou ism o ganiza- ion and a mo i a ional speake . The ac ha he sample was composed mos ly o highly en- gaged ci izens wi h disabili ies was a key ac o as hey we e an in aluable sou ce o in o - ma ion o hei own expe iences. In addi ion, hey also had con ac wi h plen y o expe iences om o he ci izens and iends wi h disabili ies ha could, he e o e, ha e hei expe iences indi ec ly epo ed in his esea ch. In e ms o demog aphics, 57,14% o he pa icipan s we e emale and 42,6% male. The ages a ied be ween 24 and 60 yea s, he a e age o he sample being 43,47 yea s o age ( able 3 in appendix). Rega ding hei disabili y, 3 acqui ed hei disabili y while he o he 4 we e bo n wi h i . O hese 4 pa icipan s ha we e bo n wi h hei disabili ies, 3 aced a p og essi e addi ional limi a ion due o he ageing p ocess. 48 Physical Ba ie s - Ba ie s ela ed wi h in as uc u es, buildings, and unc ional lack o accessibili y o loca ions, equipmen , and ac i i ies. Rela ional Ba ie s – Ba ie s ela ed wi h he psychological and a i udinal aspec o se ice p o ide s and decision make s in he ou ism sec o . In o ma ion Ba ie s- Ba ie s ela ed wi h access o in o ma ion, he way i is p e- sen ed and i s a ailabili y. This ype o ba ie s was explo ed deepe as i is he co e o his esea ch. 7.3.1. Physical ba ie s The lack o accessible equipmen is a documen ed phenomenon in he esea ch o Ac- cessibili y in ou ism. (Hammel e al., 2008; Randle & Dolnica , 2019; Wilson-Ko acs e al., 2008; Yau e al., 2004). In line wi h he p e ious knowledge, he esponden s epo ed ha o en imes he e o s made o aise accessibili y a e adap a ions o he cu en equipmen and acili ies. These adap a ions some imes ail o se e hem because hey we en’ made wi h hei indi idual needs in mind (Na a o e al., 2015). The mos documen ed physical ba ie is he b oad exis ence o s ai s o access loca ions which a e impossible o o e come wi h ull au onomy o a pe son wi h educed mobili y. E en o he accessible des ina ions, i was epo ed ha i was equen o he places o ha e inapp op ia e accessible equipmen such as mal unc ioning mechanic li e s o amps wi h a high le el o inclina ion which we e epo ed o block access o ce ain accommoda ions, se ices, ou is ic places, and ac i i ies. While some o hese ba ie s blocked en i ely he access o some places (like he exis ence o s ai s), o he s we e esponsible o a loss o au onomy (need o ask o ex e nal help o o e come). 49 As p e iously men ioned, one o he mos p e alen ba ie s iden i ied was he de icien anspo a ion. When a elling wi h educed mobili y, one o he mos impo an aspec s o he esponden s was he handling o hei wheelchai s. This de ice ha is a he co e o he mobili y o people wi h mo o disabili ies, ends up con ibu ing o adding mo e ba ie s in he p ocess o a elling. Fo example, one esponden epo ed ha when a elling as a couple, i bo h o he indi iduals ha e disabili ies, i is ha de o hem o s ay oge he om he beginning o he end o a ip. While his could be seen as a mino p oblem o some people, i inc eases e en mo e he al eady exis en anxie y on he p ocess o a eling. Rega ding g ound anspo a ion, he esponden s epo ed huge ba ie s in bo h buses and ains. Al hough he e a e accessible buses, he pa icipan s men ioned how equen i was o hem o be ei he no ope a ional o ha ing a e schedules, making i ha d o ge a ound ci ies. One pa icipan also men ioned ha cu en accessible buses ail o ha e secu i y bel s o hold he wheelchai in case o ab up b aking o acciden s, making he eel unsa e when using his equip- men . Conce ning ains, he eedback was o e all be e , since he only p oblem epo ed was he impossibili y o book some ains because o he manda o y ule o assign ain s a o esco he passenge s wi h disabili ies, blocking he possibili y o p o i om discoun ips and com- bined a el packs as his ype o equi emen needs o be done in pe son a he ain s a ion. When alking abou accommoda ion mo e physical ba ie s eme ged. The esponden s epo ed ha o en- imes, i would be ha d o ind accessible accommoda ion, o he a ailable places would be oo expensi e. 50 The es imonials po ayed he common inexis ence o in as uc u e o access cul u al si es close o he accommoda ions and ha i would be impossible o enjoy he ac i i ies a ail- able o ou is s wi hou disabili ies a ce ain des ina ions. This ba ie is esponsible o a lowe enjoymen o he des ina ions, as he pa icipa ion in he local ac i i ies is aken away om he ou is s wi h educed mobili y. The ac ha he ac i i ies a e no made o accommoda e people wi h educed mobili y c ea es a gap in hei expe ience when compa ed wi h ou is s wi hou disabili ies, which c ea es ano he signi ican ba ie . 7.3.2. Rela ional Ba ie s Rega ding he human in e ac ion wi h se ice p o ide s on he ou is ic sec o , he e was a common ac o ha was p esen in he in e iews: he ac ha o en- imes, se ice-p o ide s didn’ know how o deal wi h ou is s wi h disabili ies and we en’ educa ed o quali ied o know hei speci ic needs. The pa icipan s also men ioned how hey el ha o e all, people would ea hem as in e io , and ha hey el i was a common concep ion ha a pe son wi h disabili ies is no capable o doing any hing wi h ull au onomy, being i a communica ional, in ellec ual, o phys- ical ac ion which is, o cou se, no ue. Th ough he in e iews, he esponden s epo ed ha i was common o hem o be ea ed like someone wi hou in ellec ual au onomy. The es imonials include expe iences wi h his phenomenon h ough di e en in e ac ions wi h se ice p o ide s. The expe iences speak om hemsel es, so, o be e unde s and his issue, wo examples we e ou lined: -A pe son on a wheelchai a elling wi h a iend wi hou disabili ies, epo ed ha i was 51 common o hem o ask ques ions o se ice p o ide s bu when answe ing back, hey would di ec hei answe s o he iend ins ead o hem. -A g oup o ac i is iends a elling oge he and igh ing o accessibili y a i ed a an ho el. Then, when app oaching he ho el ecep ion, he ecep ionis ins ead o g ee ing hem s a ed o look behind hem ying o loca e he pe son wi hou disabili ies esponsible o he g oup. This lack o empa hy and unde s anding o he needs o he ou is s wi h disabili y leads o eno mous gaps in he communica ion p ocess be ween he ou is s and he se ice p o ide s bo h a p epa a ion and du ing a elling and ha is esponsible o impo an ba ie s in he sec o . The esponden s epo ed ha i was equen o hem o ask ques ions abou accessi- bili y di ec ly o he se ice p o ide s ha would o en say ha he loca ions o acili ies we e indeed accessible bu upon a i al, hey ound ou i was no ue. Al hough his opic will be u he add essed when alking abou in o ma ion ba ie s, i is impo an o make a connec ion be ween he lack o unde s anding o he needs by he se ice p o ide s and he low quali y o he in o ma ion hey deli e , namely in he booking pla o ms. I is no expec ed ha he same people ha lack he unde s anding o he needs o ou is s wi h educed mobili y can accu a ely supply he in o ma ion abou hose speci ic needs o he people who need i because he e is a gap in pe cep ion o wha a pe son wi h disabili ies can and canno do. 52 7.3.3. In o ma ion Ba ie s The las ype o ba ie s, which is he co ne s one o his esea ch is he In o ma ion Ba ie s. The eason why his ype o ba ie is key when s udying accessible ou ism, is because i is o en he i s ba ie people wi h disabili ies ace, and expe ienced in he i s s ep o he a elling p ocess ela ed wi h he in o ma ion sea ch and may lead o discou age u he s eps. This ype o ba ie was iden i ied in all he s eps o he a elling p ocess and p o ed o ha e a big impac on he expe ience o people wi h disabili ies. I was he heme ha su aced he mos in he in-dep h in e iews. All he pa icipan s epo ed nega i e expe iences wi h in- o ma ion access and us wo hiness o he a ailable in o ma ion. The e a e h ee ypes o in o ma ion ba ie s acknowledged h ough he in e iews: 1-Inexis ence o in o ma ion This ba ie is desc ibed by he o al absence o in o ma ion abou accessibili y. Being i in websi es, o when alking wi h se ice p o ide s, his ba ie is ound in mos des ina ions. An example o his ba ie is a ou is ying o unde s and i a ce ain monumen has accessi- bili y in as uc u e and no being able o ind ha in o ma ion anywhe e on he in e ne o a in o ma ion poin s. The inexis ence o in o ma ion is esponsible o he impossibili y o he ou is wi h educed mobili y o c ea e expec a ions abou he places. 2-Ga ed in o ma ion This ype o in o ma ion ba ie is also common and is desc ibed as he exis ence o in o ma ion ha al hough a ailable, i is no easily eachable by he ou is s. Fo example, when a websi e is no in an unde s andable language o when he ho el does no p o ide he in o - ma ion o accessibili y o a oom, bu he ou is is able o ge his in o ma ion by di ec ly calling he ho el. O all he h ee ypes o ba ie s his is he one wi h he less signi ican impac . 53 One o he in o ma ion ba ie s ha i s in o he ga ed in o ma ion iden i ied is in o - ma ion a ailable exclusi ely in he des ina ion’s language. One o he pa icipan s epo ed o example, ha when ying o ind a place o s ay du ing E asmus, mos o i was in a o eign language o he ex en ha i was impossible o him o book accommoda ion di ec ly and needed he help o local associa ions o do so. 3-Misleading in o ma ion The pa icipan s epo ed his ype o ba ie as he one wi h a g ea e impac . Misleading in o ma ion is desc ibed as in o ma ion ha exis s and is displayed and easy o access by he use bu does no accu a ely po ay he eali y. An example o his ba ie is when an ho el desc ibes a oom as ully accessible bu when a i ing a he loca ion, o example, he ba h oom doo doesn’ i a wheelchai . This ype o in o ma ion ba ie is ou o he h ee, he one wi h a highe impac because i is misleading and c ea es a bigge gap be ween he expec a ion o he ou is and he eali y. 7.3.3.1. Tou is In o ma ion poin s The esponden s epo ed ha hey o en go su p ised wi h he lack o in o ma ion in he Tou ism In o ma ion Poin s. In o ma ion poin s in ou is ic des ina ions a e usually an impo an and eliable sou ce o in o ma ion ha ou is s wo ldwide use o know mo e abou anspo a ion, places o isi and o s ay. Howe e , un o una ely, hey ail o p o ide people wi h disabili ies wi h he in o - ma ion hey equi e o be e make decisions abou a des ina ion and o pa icipa e equally. The pa icipan s epo ed ha hey el his lack o accessibili y in o ma ion a he ou is in o ma ion poin s in wo o he h ee ways desc ibed abo e. Ei he he e was no in o ma ion 54 a all abou he accessibili y o in e es poin s o he se ice p o ide s ga e misleading in o - ma ion abou accessibili y. This lack o in o ma ion was desc ibed o ha e a nega i e e ec on he decision p ocess no only abou cul u al si es o isi bu also abou he choice o anspo a ion and es au an s o use in ce ain des ina ions. 7.3.3.2. Accommoda ion In o ma ion To any ou is , one o he mos impo an aspec s o a elling is he accommoda ion. People wi h disabili ies a e no an excep ion and i is, wi hou a doub , one o he aspec s whe e hey ace mos in o ma ion ba ie s. One o he easons why he accommoda ion is e en mo e impo an o people wi h e- duced mobili y is he ac ha , i he des ina ion is no accessible, he accommoda ion i sel is he place whe e ou is s wi h disabili ies end up spending mos o hei ime. One hing iden i ied by he esponden s was he ac ha o en imes, i would be impos- sible o hem o each in o ma ion using he websi es and online pla o ms. We a e going o explo e he ba ie s in he websi es and booking pla o ms deepe la e bu o now, i is impo an o unde s and he mechanism o booking accommoda ion when he in o ma ion is no accessible online. Mos o he imes, because o p e ious bad expe iences, when a pe son wi h educed mobili y sea ches o in o ma ion o an accommoda ion, he p ocess is a ely made h ough online bookings. The majo i y o he esponden s epo ed ha , o book accommoda ion hey would call he a ailable con ac o he accommoda ion in o de o ge he in o ma ion needed di ec ly. This p ocess o en equi ed he ou is wi h educed mobili y o ask o images o he place in o de o e i y he ue accessibili y. 55 I was equen o he esponden s, o say ha hey only us ed in o ma ion ha hey would pe sonally see since, based on hei expe ience, hey wouldn’ us he judgemen o he se ice p o ide s on whe he some hing was accessible o no . The esponden s epo ed ha his p ocess o asking o he in o ma ion would ake a lo o ime, meaning ha e e y ime a place was p o en no o mee he accessibili y equi e- men s, he booking p ocess had o be epea ed. This cycle esul ed in a aise o he p ices and educed a ailabili y as he ime passed by and he a i al da e app oached because equen ly he se ice p o ide s o accommoda ion places would ake a lo o ime o p o ide he in o - ma ion asked o o gi e any eedback, e en i nega i e. One o he hings he esponden s epo ed o deeply impac hei expe ience was when he accommoda ion in o ma ion a ailable h ough he websi e o se ice p o ide s claims ha a place is i o people wi h disabili ies bu upon a i al, hey would ace physical ba ie s ha p e en ed hem om using he se ice hey paid o and dese e o enjoy in ull. The esponden s claimed ha hey belie ed ha his misleading in o ma ion did no happen on pu pose, bu a he due o a lack o pe cep ion and unde s anding o hei ue needs by manage s and se ice p o ide s. Responden s desc ibed, o example, ha in “Accessible Accommoda ions” i is usual ha some equipmen is no ope a ional, and hey need o o e come he ba ie s in uncom o a- ble ways, like asking o help o be ca ied ups ai s some imes in a ms. To o e come he lack o in o ma ion and o make su e o ge us wo hy in o ma ion, he mos expe ienced ou is s wi h educed mobili y used o he ways o sea ching o accessible in o ma ion. One o he esponden s epo ed o ha e physical binde s wi h ons o in o ma ion abou accessible places collec ed h ough e o and pas expe iences. O he esponden e- po ed ha he ga e up on sea ching o in o ma ion, when planning a ip, he con ac s some o 56 his iends wi h educed mobili y in o de o ge ad ice om hem based on hei own expe i- ences. This emphasizes how, people wi h educed mobili y, knowing he exis en ba ie s in accommoda ion in o ma ion, ac as a s ong communi y in o de o ga he and sha e quali y in o ma ion, o a oid isks and o o e come he obs acles. This sense o communi y ex ends o he digi al space whe e he usage o online g oups in Facebook and o he social media pla o ms help people wi h educed mobili y o sha e in o ma ion and expe iences. This shows he im- po ance o online communi ies in he choice o a el des ina ions o people wi h educed mobili y (Hudson & Thal, 2013; Nim od, 2012) and emphasizes he po en ial o online com- muni ies o access and sha e in o ma ion. As men ioned be o e, people wi h educed mobili y equi e speci ic in o ma ion de- pending on he ype o disabili y and le el o au onomy hey ha e. The esponden s we e, he e- o e, encou aged o sha e hei speci ic in o ma ion needs, no only abou accessible ooms o s ay, bu also abou he ho el, he ac i i ies and he su oundings. Rega ding he access o he accommoda ion building, he esponden s s a ed ha hey needed o know i he e we e s ai s, li s, and amps, as well as he inclina ion o hose amps. The ype o doo s a he en ance was also a equen in o ma ion equi ed, as some ypes o doo s (such as o a i e) a e impossible o a pe son wi h educed mobili y o use wi hou help o a way a ound. Inside he accommoda ion, in o ma ion abou he wid h o he doo s and co - ido s is key o a pe son wi h educed mobili y o be able o ge a ound eely and au ono- mously on a wheelchai . The le el o accessibili y o he accommoda ion anspo a ion i i was pa o he se - ices o e ed was also seen as impo an in o ma ion o be made a ailable. Addi ionally, o 57 ou is s wi h educed mobili y ha a el by ca , in o ma ion abou he pa king and he access o i was also pe cei ed as impo an . The accessibili y o su oundings and ac i i ies a ound he accommoda ion we e equally po ayed as key aspec s o he ou is s wi h educed mobili y. The need o know hese de ails a ound he accommoda ion o en o ced he ou is s wi h educed mobili y o use google maps s ee iew – an online ool ha allows people o see in i s -pe son he s ee s in a na igable and in e ac i e way, in o de o unde s and he accessibili y o he su oundings and ge an idea o i s accessibili y condi ions. Th ee esponden s epo ed o use his ool o p e-na iga e h ough des ina ions in o de o gua an ee he mobili y om he accommoda ion loca ion o he nea by ac i i ies, cul u al places, and es au an s. Rega ding he oom, in o ma ion abou he heigh o he bed, ee space be ween he u ni u e and he wid h o all doo s, o allow mo ing wi h he wheelchai a e seen as c ucial o gua an ee au onomous mobili y inside he oom. The aspec whe e people wi h educed mobili y need he mos amoun o de ailed in o - ma ion is he ba h oom (Kim e al., 2012). They need o know abou he measu emen s o he oile and showe and he exis ence o equipmen o be able o use i p ope ly, such as adap ed chai s and g ab ba s. O he in o ma ion includes i he e is a ba h ub o a showe cabin, i hey a e on he g ound le el o ha e some so o ele a ion, he angles inside he ba h oom and he exis ence o ex a space o manoeu es. 64 8. CONCLUSION AND DISCUSSION This esea ch has p esen ed a s udy abou he a elling expe iences and in o ma ion needs o people wi h educed mobili y. The mos impo an indings esul ing om he con ac and he in e iews conduc ed in he cou se o his s udy we e ha people wi h educed mobili y, no only eel deeply unde se ed and le ou by decision make s and se ices p o ide s in he ou - is sec o as hey canno enjoy he des ina ions and a e no g an ed ull pa icipa ion. Fu he , he p esen esea ch co obo a es epo s om p e ious s udies and clea ly shows ha he way he cu en in o ma ion abou accessibili y is made a ailable is no enough in e ms o quali y, quan i y, and de ail o co espond o he speci ic needs o people wi h educed mobili y. The ansmission o ex in o ma ion doesn’ p o ide he same dep h o in o ma ion and de ails as o he o ma s do. Fo ma s like ideo and images do be e po ay he eali y and allow a di ec analysis o he accessibili y condi ions by he ci izens wi h educed mobili y. The main pu pose o his s udy was o in o m be e decision make s wi hou disabili ies in he ou ism sec o abou he eali y o being a ou is wi h educed mobili y, p o iding hem wi h ools and in o ma ion o imp o e hei s se ices. The poin is o show wi h ull anspa - ency ha hese ci izens can con ibu e o imp o e he quali y o se ices p o ided i hei expe- iences, ba ie s, and eelings a e hea d and conside ed. The insigh s and es imonies collec ed clea ly poin o he need o include people wi h e- duced mobili y in he c ea ion p ocess (Na a o e al., 2015) in o de o achie e solu ions ha e ec i ely i hei needs and inc ease he quali y o hei li es while a he same ime cons i u e a p o i able oppo uni y o in es men o ho el manage s and accommoda ion owne s. F om he pa icipan ’s expe iences i also became clea ha he online in o ma ion a ailable does no co espond o he needs o people wi h educed mobili y since i has been collec ed 65 poo ly, and neglec ed in e ms o de ail, esul ing in a lack o quali y ha unde mines he us no only in he in o ma ion bu also and consequen ly in he accommoda ions o e s hemsel es. This esea ch sugges s ha he inc ease o anspa ency and quali y o in o ma ion, will p o ide mo e op ions o people wi h educed mobili y ega ding hei des ina ions and accom- moda ion which will consequen ly inc ease hei in en ion and willingness o a el, leading o a highe inclusion and inc eased pa icipa ion in he sec o o ou ism. 66 9. RECOMMENDATIONS FOR DECISION MAKERS In he p e ious sec ions o his s udy, he ocus was o po ay wi h he highes accu acy possible, he expe iences and eelings o people wi h educed mobili y. In he cu en sec ion o he esea ch al hough, he au ho akes a mo e ac i e posi ion o iden i y possible solu ions o he issues p e iously aised. Based on his p o essional expe ience in p ojec and so wa e managemen , he au ho akes he libe y o sugges some p ac ical ecommenda ions ha will be made a ailable o he deci- sion make s in he ou is ic sec o . I ’s clea ha people wi h educed mobili y eel unde se ed by he ou ism indus y no only because he e is a lack o in as uc u e and equipmen bu also because he e is a lack o in o ma ion. While he i s demands a s uc u al and physical change ha may equi e a high in es men o o e come, he las is he absolu e con a y. I is possible o gi e mo e in o ma ion and anspa ency abou he cha ac e is ics o he accommoda ion wi hou needing a high in es - men om he se ice p o ide s. The e o e, he i s ecommenda ion is o in es in he collec ion o quali y and speci ic da a o people wi h disabili ies. The bes way o do so, is in i ing people wi h di e en disabili ies o help collec ing he da a, o es he exis en equipmen and o ou line wha a e hei challenges and ba ie s, be o e making in o ma ion a ailable online, on he booking pla o ms and on he websi e. The in ol emen o people wi h disabili ies leads o a p ocess o co-c ea ion capable o ea ing down nume ous ba ie s (Na a o e al., 2015). In o ma ion suppo ed by a big di e si y, speci ici y and quan i y o images p o ed o be highly impo an o people wi h educed mobili y and can also be use ul o o he ou is s! To be uly accu a e and be e se expec a ions, he images should no be limi ed o he ooms, bu 67 also include co ido s, ba h ooms, common a eas, en ances, pa king and all he o he pa s o he accommoda ion o be used by he gues s. This can be achie ed by hi ing a eam o pho og- aphe s o ake 360º pic u es o he accommoda ion. This way, people wi h educed mobili y can i ually na iga e h ough he accommoda ion and unde s and i i i s hei needs o no . This ecommenda ion came om he ac ha usually, people wi h educed mobili y al eady use simila in e aces o access accessibili y (Google S ee iew). This in e ace may also be used by ou is s in gene al o se hei expec a ions abou he accommoda ion. The second ecommenda ion is o wo k wi h local au ho i ies in o de o collec in o ma ion abou he accessibili y o he su ounding spaces, poin s o in e es and leisu e ac i i ies in o de o p epa e de ailed in o ma ion o he gues s wi h educed mobili y. They will no only app e- cia e he ges u e bu also ecognise ha he e is an e o o make hem eel welcome and em- b aced. The hi d ecommenda ion in ol es aining he s a and p epa e i o communica e, help and se e he needs o people wi h educed mobili y. The lack o p epa a ion o he s a when in e ac ing wi h ou is s wi h disabili ies is some hing ha nega i ely impac s hei expe iences and con ibu es o an unnecessa y eeling o exclusion and lack o empa hy ha c ea es discom- o and dec eases hei pe cep ion o quali y. The ou h ecommenda ion is o he ho el manage s ha a e al eady making adap a ions and p epa ing he physical en i onmen o people wi h educed mobili y: Do make su e ha an accessible accommoda ion isn’ jus accessible o i echnical and legal egula ions and o be agged as “Accessible”. I is necessa y o make su e people wi h disabili ies eel welcome and enjoy he des ina ion a he same le el o e en mo e han o he ci izens. P epa e and plan he ac i i ies in o de o include e e yone and o make hei expe ience uly unique. In a sec o ha is almos homogenously non-accessible, one place ha is uly accessible and o ien ed o 68 people wi h disabili ies is se o ha e long e m success and o ha e a uly di e en ia ing ac o om he compe i ion. One impo an ac o is also o c ea e speci ic accessible equipmen ha is no only unc ional bu also pleasan and com o able wi h a good, and inno a i e, design and appealing look and eel. The i h ecommenda ion is speci ic o online booking pla o ms o accommoda ion. Peo- ple wi h educed mobili y make use o speci ic online communi ies and pe sonal ne wo king o sha e in o ma ion abou places ha a e accessible. This is some hing ha can be easily inco - po a ed in he commen s and in he e alua ion pa a he end o a s ay. By allowing he com- men s and anking o be il e ed by accessibili y speci ic commen s and e alua ions, people wi h educed mobili y can lea n om he expe iences o p e ious gues s wi h disabili ies and be e se hei expec a ions. This may lead o wo posi i e ou comes: 1- he places a e held accoun able o he in o ma ion made a ailable abou hei accessibili y h ough he e iews and expe iences and 2-people wi h educed mobili y can sha e ips and ecommenda ions o o he gues s in he same condi ions in o de o o e come speci ic ba ie s encoun e ed a he accommoda ion du ing hei s ay. The six h ecommenda ion goes ou o policy make s, in o ma ion agg ega o s and online booking pla o ms. When a ce ain place, being i , a es au an , a ho el o a museum dis ibu es in o ma ion abou accessibili y, i is necessa y ha his in o ma ion is alida ed and e alua ed by an independen specialized o ganiza ion. This can possibly lead o he c ea ion o ce i ica- ion and quali y seals ha gua an ee ha a place is uly and uni e sally accessible. This would imp o e he us o people wi h educed mobili y as well as inc ease hei a el in en ion, while making he p ocess o sea ching o in o ma ion easie , accu a e and, abo e all, pleasan . And inally, i is impo an o ealize ha when ou ism agen s and manage s imp o e hei in o ma ion based on he need o ul il he eal and speci ic needs o ou is s wi h disabili ies, 69 as showed in his esea ch, hey a e also imp o ing he quali y o se ices o all ci izens alike. I is a small in es men wi h a big ou come o all! 70 10. LIMITATIONS AND FUTURE RESEARCH Looking a he p e ious s udies and a he app oach o his esea ch, i is possible o ou line some limi a ions. The i s one is he sample size. Due o he impossibili y o physical ques ionnai es because o he cu en pandemic con ex and due o he ac ha his sample has e y speci ic cha ac e - is ics, i was ha d o build up a big sample o elabo a e mo e quan i a i e s udies. Wi h p e ious esea ch we know ha people wi h di e en disabili ies and o ms o disa- bili y ace di e en ba ie s and ha e di e en needs. This aises he limi a ion ha his s udy, o main ain i s ocus and specializa ion, ocused on a sample composed en i ely o people wi h educed mobili y, ailing o explo e he ba ie s o people wi h men al, isual, hea ing, and o he ypes o disabili ies. Each o he needs and expe iences o he ou is s wi h hese ypes o disabili ies needs o be s udied and add essed o c ea e s a egies o accommoda e hei needs as a elle s. O he limi a ion is he possible impac o analysing a sample composed o en i ely Po u- guese pa icipan s, ha ha e i s own con ex and o e all condi ions. This limi a ion migh ha e also impac ed he des ina ions whe e he pa icipan s wen , as he mos common des ina ions whe e in The Uni ed S a es o The Ame ica o in Eu opean Coun ies. This aises he need o c ea e a global s udy o explo e he expe iences o people om all o e he wo ld and o compa e he eedback om he expe iences o di e en a el des ina ions in o de o unde s and and di e en ia e he ba ie s based on he o igin and on he des ina ion o he a elle s. 71 11. BIBLIOGRAPHY Abbo , S., & McConkey, R. (2006). The ba ie s o social inclusion as pe cei ed by people wi h in ellec ual disabili ies. Jou nal o In ellec ual Disabili ies, 10(3), 275–287. h ps://doi.o g/10.1177/1744629506067618 Acos a-Va gas, P., Acos a, T., & Lujan-Mo a, S. (2018). Challenges o assess accessibili y in highe educa ion websi es: A compa a i e s udy o La in ame ica uni e si ies. IEEE Access, 6(c), 36500–36508. h ps://doi.o g/10.1109/ACCESS.2018.2848978 Ba nes, C., & Me ce , G. (2005). 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APPENDIX Table 3 - Demog aphics o he In-dep h in e iew pa icipan s Gende Age Disabili y Acqui ed o bo n wi h Mobili y Mobili y and li e suppo needs M 24 Axonal Pe iphe al Neu opa- hy Bo n wi h Wheelchai - Able o s and up and walk sho dis ances. Elec ic Wheelchai a home | Manual Wheelchai ab oad F 33 Knee- Down am- pu ee / Lack o some in- ge s in hands Acqui ed a 18 - Disease Uses p os he ic Legs P os he ic Legs M 54 Mo o Disabili y in in e io membe s - Sequels o Polio Acqui ed in childhood Wheelchai - Fully unc- ional a ms Manual Wheelchai M 32 Ul ich Muscula Bo n wi h bu p og essed wi h age Wheelchai - Needs a ull- ime assis an Elec ic wheelchai and en ila o 82 Dys o- phy F 56 Pa aple- gic Acqui ed - Acciden a 20 Wheelchai - Fully unc- ional a ms Manual Wheelchai F 60 Os eogen- esis Im- pe ec a (Glass bones dis- ease) + Agg a- a ed Ky- phosis Bo n Wi h bu p og essed wi h age Wheelchai Manual Wheelchai F 46 Neu o- muscula Disease Bo n wi h bu p og essed wi h age Wheelchai - Lack o muscu- la s eng h in all he 4 mem- be s Manual Wheelchai 83 Table 4 - T a el Expe ience o he In-dep h in e iew pa icipan s PARTICI- PANT TRAVEL EXPERIENCE TRAVELLED ALONE? M 24 T a elled 1/2 imes in e na ionally a yea wi h amily. T a elled and camped wi h iends Did E asmus in college and a elled alone he e. Yes F 33 T a elled o USA, some coun ies in Eu ope. T a els in Disabili y ac i ism o igh o accessibili y. T a elled alone o USA, and Eu ope. Yes M 54 T a elled a lo – mo e han 2 imes pe mon h. Li ed ab oad. Mos o he imes a els alone. Yes M 32 T a els mos ly in wo k, 2-3 imes pe yea . Always a els wi h pe sonal assis an . No F 56 T a els in e na ionally, been o Asia, USA and Eu ope Yes F 60 No ecen ly bu used o a el a lo . T a elled o US and Eu ope. The las ip was a C uise in 2019. Yes F 46 T a els a lo h ough spo e en s (she’s an a hle e) Doesn’ a el e y o en on leisu e. No Page | i