Online communication of accessibility conditions in touristic spots: the design–communication gap in Porto destination

Abstract

Purpose It is important to design accessible destinations for disabled tourists. However, to attract this market segment, it is also important to efficiently communicate online the accessibility provided. This paper aims to analyse the online communication of physical accessibility conditions designed for disabled tourists, to discuss the existence or non-existence of a design–communication gap in tourist destinations. Design/methodology/approach The authors analysed the physical accessibility of a selection of touristic spots in Porto, Portugal. The online communication regarding the physical accessibility of these spots’ informative websites was also analysed. Subsequently, a content analysis of these same websites was conducted to ascertain whether accessibility conditions for disabled tourists are disclosed in line with the physical and online facilities observed. Findings The destination websites’ online contents targeting disabled tourists are generic and do not inform about all the accessible facilities provided by the touristic spots analysed. Originality/value The authors found a gap between the accessible destination design and its communication in destination websites. This situation creates a barrier for people with physical disabilities and it is particularly concerning, considering that this market segment seeks for information in online sources to plan trips and does not find on the internet all the information about the accessible facilities provided. This fact may hinder the positioning of destinations as inclusive places and impair accessible tourism competitiveness. A better online communication of the accessible destination design is recommended.

Digital accessibility of smart cities - tourism for all and reducing inequalities: Tourism Agenda 2030

“…This analysis was achieved using a combined methodology of manual review with complementary tools based on the WCAG 2.1. In line with Casais and Castro (2021), it is accepted that digital accessibility has much room for improvement. This issue remains a challenge for destination management, even for those perceived to be smart tourist destinations.…”

“…The relevance of digital accessibility has progressively been recognized in academic discussion and destination management. Several aspects of Web accessibility in the tourism sector have been developed, including the analysis of digital accessibility in official tourism offices (Casais and Castro, 2021; Domínguez Vila et al , 2019; Lestari et al , 2019; Shi, 2006; Singh et al , 2021), of websites of travel agencies (Eusébio et al , 2020; Silveiro et al , 2019), its adoption by accommodation providers (Fontanet Nadal and Jaume Mayol, 2011; Teixeira et al , 2021; Williams and Rattray, 2005), restaurants (Aizpurua et al , 2015), museums (Poole, 2001) and mobile applications (Fernández-Díaz et al , 2021; Lestari et al , 2019; Madeira et al , 2021; Ribeiro et al , 2018). However, there is little research that focuses on analyzing digital accessibility compliance associated with smart tourism destinations, and even less comparing the levels of accessibility in the physical and digital dimensions.…”

“…Accessibility has taken center stage as a tool for inclusion and achieving tourism for all (Buhalis and Darcy, 2010; Darcy and Dickson, 2009; Rucci et al , 2021, 2022). The literature has also seen a shift in focus to digital accessibility in the past few years (Casais and Castro, 2021; Domínguez Vila et al , 2019; Eusébio et al , 2020; Fontanet Nadal and Jaume Mayol, 2011; Lestari et al , 2019; Shi, 2006; Silveiro et al , 2019; Singh et al , 2021; Teixeira et al , 2021; Williams and Rattray, 2005). In addition, accessibility is a complex concept that is still open to debate (Fernández-Díaz et al , 2021; Lestari et al , 2019; Madeira et al , 2021; Nitti, 2018; Ribeiro et al , 2018).…”

Smart and sustainable hotels: Tourism Agenda 2030 perspective article

“…There is a variety of technologies to support autonomy and mobility of seniors or people with physical restrictions who have been inhibited from travelling for so many years (Cassia et al , 2020; Lyu, 2017), even though accessible hotels and destinations tend to fail in the communication of such value propositions, once they do not recognize their importance (Casais and Castro, 2021). Given that it is an opportunity to contribute to accessibility and reduce inequalities – SDG 10.…”

Comunicação turística acessível a pessoas com deficiências: uma revisão bibliométrica e integrativa da literatura

“…O ambiente on-line é considerado pelas pessoas com deficiências como tão importante quanto os espaços físicos, portanto, a acessibilidade on-line deve ser assegurada (Kaufman-Scarborough & Childers, 2009). A acessibilidade on-line pode ser definida como a capacidade de as pessoas com deficiência de perceber, navegar e interagir com a internet (Casais & Castro, 2020).…”