1.  EXECUTIVE SUMMARY

  1.1  This report has been produced by the Tourism For All Consortium in response to a request from the House of Commons Scottish Affairs Committee, as part of its 1998-99 Inquiry into Tourism in Scotland.

  1.2  Tourism For All in the UK is based on the Tourism For All Report (1989) written by Mary Baker. The report identified five key areas for action these are still relevant today. They are:

—  Raising awareness of access issues;

—  Developing accessible facilities;

—  Developing the tourism workforce;

—  Providing reliable access information; and

—  Helping those on low incomes to have access to tourism.

  1.3  The Tourism For All campaign is UK-wide and operates on the partnership principle of sharing knowledge. The campaign is co-ordinated by the Tourism For All Consortium (TFAC), an umbrella group within which organisations working to improve access to tourism can gain information and strength.

  1.4  Tourism For All and improved access have become increasingly important recently in the light of the Disability Discrimination Act (1995). Also relevant are the UK Government's social inclusion agenda and European Union initiatives.

  1.5  In addition to the UK-wide initiatives mentioned in 1.3 and 1.4, there have been a few Scotland specific programmes designed to improve access to tourism. Most have been carried forward by Scottish Tourist Board (STB), with some additional activity by the voluntary sector.

  1.6  Although evidence of the level of access to tourist accommodation specifically in Scotland is limited, it is safe to assume that, as with the rest of the UK, access in most cases is poor or non-existent. This supposition is supported by anecdotal evidence and by the low numbers of properties graded under the Tourism For All National Accessible Scheme (see Appendix B).

  1.7  Visitor attractions, are, on the whole, more positive about access issues. However, many attractions are housed in historic buildings and there are gaps in knowledge among staff about how to provide a good service for disabled people.

  1.8  Other parts of the "tourism experience" which need considering are catering outlets, pubs, arts and sports venues, public transport, conference facilities and tourist information centres. In all these cases there is considerable room for improvement in order to make tourism truly accessible to all.

  1.9  Current support for the tourism industry with access improvements comes from STB, the Tourism For All Consortium (TFAC) and the voluntary sector. TFAC initiatives (many of which STB is involved with/supports) include:

—  the development, monitoring and promotion of the Tourism For All (National Accessible) standards

—  providing information for the tourism industry on strategies for improving access, including technical design guidance

—  acting as the UK's official representative to the EC on Tourism For All issues

  1.10  The Market Opportunity. There is significant evidence (both from the UK and across Europe) that disabled and other disadvantaged people want to travel more widely than they do at the moment. Deloitte & Touche identified eight million older and disabled people, europe-wide, who wish to travel internationally and 15 million who wish to travel within their own countries. The UK potential was estimated at some 4 million. These findings will be accentuated by the ageing population, both in the UK and throughout the developed world, as disability increases with age.

  1.11  In formulating a Scottish strategy for improving access to tourism for disabled people the following national and international activities, issues and laws are relevant: The Disability Discrimination Act (1995); European Union Initiatives; The English Tourism Strategy, "Tomorrow's Tourism" (1999); UK Government programmes (eg New Deal); new Tourism For All Consortium initiatives and Centre for Accessible Environments initiatives.

  1.12  The main objective of such a strategy should be that Scotland should become recognised, along with the rest of Britain, as the most accessible and welcoming tourist destination in Europe.

  1.13  It is recommended that, in formulating a strategy for improved access to tourism in Scotland, the following principles should be followed:

—  Inclusion rather than exclusion, based on the adoption of the social model of disability.

—  Integration of access issues across Scotland's tourism strategy and, therefore into all mainstream Scottish tourism programmes, including grants and advice, regeneration activities, promotional campaigns, computerised booking and information systems, employment initiatives, training etc.

—  Freedom of choice for the consumer.

—  The development of a comprehensive "joined up" approach linking all agencies involved in tourism and destination marketing in Scotland.

—  Recognition of the timetable and demands of the DDA.

—  Recognition of and participation in European projects designed to improve access to tourism.

—  Adoption of the key priority areas highlighted in the Tourism For All Report (1989) (see 1.2 for details).

  1.14  In addition to the core principles suggested above, it is recommended that the following specific points are included in Scotland's tourism strategy:

  1.15  Action in Scotland should link into UK-wide programmes, such as the work being done by the Tourism For All Consortium, Centre for Accessible Environments, Holiday Care Service and the Family Holiday Association.

  1.16  Liaison with DCMS should take place to ensure appropriate links with work being done in England.

  1.17  Liaison should take place with Scottish Parliament departments and other organisations working to improve access to the arts, sport and culture (eg museums).

  1.18  Where public funding is provided for regeneration or development projects it should be conditional upon adequate access provision being made.

  1.19  Further research into the issues raised should be carried out. This should be linked into research currently being undertaken through the Tourism For All Consortium Research and Social Inclusion sub-committees.

  1.20  Work should be undertaken by STB, ATBs trade associations and local authorities to raise awareness of access issues, for instance using seminars and conferences, press releases and through business/development advisors.

  1.21  In order to help tourism managers to feel confident in spending money on access improvements it is important that they get the best advice. This can be achieved by promoting accredited access audit and advisory services (as identified by the Centre for Accessible Environments) and supporting the development and promotion of a national Good Practice Guide (such as that being developed by the Tourism For All Consortium).

  1.22  Changing attitudes of management and staff in the tourism industry is a pre-requisite for removing the barriers which disabled and other disadvantaged people currently face in accessing tourism.

  This can be achieved through high quality, affordable disability awareness training, emphasis on access in FE and HE tourism courses and support for and promotion of the DDA.

  1.23  Employment is also an important issue. If more disabled people can be encouraged to work in the tourism industry then services and facilities for customers will automatically improve. In addition, more disabled people will move up the employment "ladder", and out of the low income bracket.

  Therefore, Tourist Boards, trade associations and local authorities should encourage improved employment opportunities for people with disabilities in the tourism industry and industry leaders should adopt a pro-active policy of employment of disabled people. Support should be given to UK Government employment initiatives such as New Deal.

  1.24  Providing reliable access information is the key to giving many older and disabled people the confidence to travel. In order to do this STB should continue to promote the Tourism For All (National Accessible) standards.

  In addition, tourism operators should be encouraged to improve the access information they provide; computerised information systems should be developed to include detailed access information and Tourist Information Centres should be encouraged to improve their access information.

  1.25  All involved in providing tourist information should provide that information in alternative formats, in line with good customer service and phase II of the DDA, to become law in October 1999. Support should be given to the industry as a priority to help them achieve this deadline.

  1.26  Low income is often associated with disability and aging. STB and local authorities in Scotland should work with the TFAC Social Inclusion sub-committee to tackle the issues of low income which prevent many disabled people from taking up holiday and leisure opportunities.

2.  TERMS OF REFERENCE

  This report was produced in response to a request from the House of Commons Scottish Affairs Committee, as part of its 1998-99 Inquriy into Tourism in Scotland.

  The report aims to:

—  provide background information on the UK's Tourism For all campaign;

—  identify, as far as possible, the scale and nature of the market for accessible tourism products and current provision;

—  report on current initiatives which are designed to improve access to tourism in Scotland for disabled people; and

—  recommend how the tourism product in Scotland can be made more accessible to disabled and other disadvantaged people.

  The report has been prepared by the Tourism For All Consortium (TFAC). The Consortium is a UK wide body, which acts as the umbrella organisation for all those working to improve access to tourism. It is an independent body, with membership drawn from the voluntary sector, the tourist boards, local authorities, trade associations, tourism businesses and committed individuals, with government departments as observers. The organisation is a not-for-profit membership association. It is currently seeking to change its status to that of a charity, limited by guarantee (see Appendix A for more details of the Tourism For All Consortium).

  Scottish members of the Consortium are Scottish Tourist Board, Disabilty Scotland and Rehab Scotland. Many other Consortia members have Scottish branches, for example RNIB, RNID, etc. Due to the short time available to formulate this response the views of these members have not been formally sought. However, the response has been formed in line with TFAC strategy, which has been ratified by all the members of the Consortium.

3.  BACKGROUND: THE HISTORY OF TOURISM FOR ALL IN THE UK

  Tourism For All in the UK began with the publication of the Tourism For All Report, by Mary Baker, in 1989. The Report, commissioned by the English Tourist Board, was an invitation to the mainstream tourism industry to take the action necessary to ensure that it is both accessible and welcoming to all customers. The report identified a number of factors which make holiday-taking and leisure visits difficult or impossible for many people, for instance problems of mobility experienced by people who are elderly or disabled, impaired hearing and/or sight, other problems associated with aging, learning disabilities, problems of mental health, family circumstances, for example, those of one-parent families, caring for a dependent relation or friend and low income.

  The report contained 63 recommendations to the tourism industry. These were split into five categories and form the basis of the current Tourism For All campaign. They are:

—  Raising awareness of Tourism For All, access issues and the need to change attitudes to customer service for disabled and other disadvantaged people.

—  Developing accessible facilities (in the broadest sense).

—  Developing the tourism workforce, through staff training and employment of disabled people.

—  Providing reliable access information through the development of nationally recognised information standards and improved marketing to disabled people.

—  Finding ways of helping those on low incomes access tourism.

  The campaign, which has operated on the partnership principle of sharing knowledge, was initially led by the national tourist boards, but has increasingly involved many in the voluntary and commercial sectors, as well as regional tourist boards and local authorities. The focus over the past decade has been:

—  Awareness raising and providing information to help the tourism industry become more accessible, for example detailed design guidance for hotels and attractions to help them improve physical access for disabled people; a training manual for hotels and information on improving services for people with sensory disabilities.

—  Developing and promoting the Tourism For All (National Accessible) standards which use sumbols to show the level of access available to wheelchair users at tourist accommodation and attractions throughout the UK (see enclosed leaflet).

—  Encouraging businesses and other organisations to develop their own Tourism For All programmes.

  In 1997 the Tourism For All Consortium was formed as an umbrella group within which organisations working to improve access to tourism could gain information and strength.

  The Tourism For All Consortium and its members continue to work towards an accessible and inclusive tourism industry. This has recently become increasingly important in light of the Disability Discrimination Act (1995). The DDA makes it illegal to discriminate against disabled people for a reason connected to their disability. It also says that all organisations must improve access over the next five years and in particular must have:

—  ensured policies, practices and procedures are not discriminatory by October 1999;

—  provided auxiliary aids to help disabled people use services by October 1999;

—  removed physical barriers to access by 2004.

  The Tourism For All Consortium is working to encourage the tourism industry to embrace both the spirit and the letter of the DDA and is developing supporting guidelines to help them develop and adopt best practice and provide a truly accessible environment.

  Also important in the development of Tourism For All are the British government's "social inclusion" agenda (including employment initiatives such as New Deal) and European Union initiatives.

4.  BACKGROUND: TOURISM FOR ALL INITIATIVES IN SCOTLAND

  In addition to the national initiatives referred to in 3.0 (with which STB has been involved as a Board member of TFAC), a few specific Scottish "Tourism For All" initiatives have also taken place. Those we are aware of have mainly been carried forward by STB, with some additional activity from the voluntary sector. They are:

4.1  Raising awareness of access issues

  The Tourism For All Thistle Award, which recognises the achievements of tourism related businesses, is given by STB each year to Scottish businesses who can demonstrate improved accessibility.

  Research has been carried out jointly by STB and RNID Scotland into the services for deaf and hard of hearing people at Scottish hotels and restaurants. The results have been widely publicised.

4.2  Developing accessible facilities

  We are not aware of any co-ordinated activity in this area which is specific to the tourism sector. However, disability voluntary organisations in the region do work with tourism businesses to improve access. For example Disability Scotland were invited to suggest access improvements to the Scottish Exhibition and Conference Centre in Glasgow.

4.3  Developing the tourism workforce

  To our knowledge, little co-ordinated work has been done to promote disability awareness training specifically to the tourism sector, although again, disability charities and some businesses do provide training for the industry. Research carried out jointly by STB and RNID Scotland shows that only 8 per cent of hotel staff have benefited from deaf awareness training. (Source: Hotels and Restaurants: A survey of service for deaf and hard of hearing customers.)

4.4  Providing reliable access information

  STB carry out inspections of tourist accommodation and attractions to the Tourism For All National Accessible Standards (see Appendix B). These standards provide a "kitemark" to highlight accessible venues to consumers with a mobility disability. The information collected on accessible venues is promoted through STB guides, including a specialist "Accessible Scotland" guide.

  STB part fund the Holiday Care Service (HCS), a charity which is "Britain's central source of travel and holiday information and support for disabled and disadvantaged people". HCS answer enquiries from the public using a specialist database which includes details of all accommodation inspected under the Tourism For All standards.

5.  THE CURRENT SITUATION: ACCESS TO TOURISM VENUES IN SCOTLAND

  The evidence of the level of access to tourism venues specifically in Scotland is limited although, anecdotally, it is a common perception that more tourism businesses in Scotland are accessible than throughout the rest of Britain. However, this needs to be viewed in the light of the extremely low levels of access to tourism for disabled and other disadvantaged people in all parts of the UK. Specific evidence of levels of access comes from only two sources:

  5.1  Hotels and other accommodation graded under the Tourism For All National Accessible Standards (see Appendix B for details of the standards). Overall the take-up of the national accessible standards in Britain has been disappointing. This is true also of Scotland, with only 394 inspected properties, although Scotland does boast a significantly higher proportion of category 1 and category 2 properties (the more accessible properties) than any other region in the UK, as table 1 demonstrates.

Category	Number of hotels etc in Scotland graded under TFA standards	Number of hotels etc in rest of Britain graded under TFA standards	Total number of hotels in Britain graded under TFA standards
1	79	100	179
2	115	156	271
3	200	569	769
Total	394	825	1,219

Table 1: Number of properties inspected and graded under the Tourism For All National Accessible standards

  5.2  In 1998 RNID jointly with STB carried out research into services for deaf and hard of hearing people in Scottish hotels and restaurants. Two hundred and fifty questionnaires were sent out and 61 hotel operators responded. Of these only 8 per cent were actively involved in company development programmes to improve access for deaf and hard of hearing people.

  In general, as the above figures demonstrate there is still a very real dearth of accessible accommodation in Scotland, as in the rest of the UK. Experience suggests that this has largely come about because of the attitudes of accommodation providers—both owners/managers and staff at all levels. Many are either unaware of the needs of disabled people or are concerned that providing services for disabled people will drive away their other customers. They are also, in general, unconvinced by the business arguments for improved access, are worried about the cost of access improvements and have little awareness of the DDA and their obligations under that Act.

  However, accommodation is not the only part of the tourism experience. We also need to consider the other services that are used as part of a leisure or business trip. Again, there is no specific evidence relating to access in Scotland (as opposed to the rest of Britain), but the following general points are relevant.

  5.3  Visitor attractions operators, particularly the major ones (eg National Trust for Scotland etc) are, on the whole, more positive about access issues than their counterparts in the accommodation sector. However, many attractions (including museums) are housed in historic buildings, which do pose physical barriers to access for some people and there are still large gaps in knowledge about how to provide a good service to disabled people. There is some evidence that the requirement to improve access as part of publicly funded projects (eg through Lottery etc) has encouraged operators to become more positive about access improvements and to develop a greater understanding of the needs of disabled people.

  5.4  Restaurants, pubs and bars are also a key part of the tourist experience, and these are known to be a particular problem for many disabled people (low lighting levels, noise, narrow entrances, tables too close together, lack of accessible toilets etc). Similar attitudes to those found among accommodation operators apply.

  5.5  Arts and sports venues can also be considered as part of the tourism product, and again, access varies widely—even in new buildings.

  5.6  Public Transport measures adopted by the UK government are improving travel prospects for disabled people, as well as being of general benefit to others (eg those with baggage, pushchairs etc). Gradually low floor buses, coaches with lifts, improved trains etc are being phased in.

  5.7  Conference facilities, whether housed in hotels, attractions, academic institutions or stand-alone facilities also have some way to go to provide barrier-free access. A recent pilot of a new Tourism For All National Accessible Standard for Conference, Meetings and Exhibition Venues was partially piloted in Scotland at the West Park Centre, University of Dundee; the Stakis Edinburgh Airport Hotel and the Scottish Exhibition and Conference Centre in Glasgow. The results of the pilot showed that even the most recently constructed buildings do not meet current best practice (on which the standard is based), particularly for people with sensory disabilities.

  5.8  Tourist Information Centres have to conform to access requirements in order to be admitted to the TIC network. However, these access requirements, although adequate to allow access to wheelchair users, are limited and do not take into account the customer service elements of good access, nor the specific needs of people with sensory disabilities. This is particulary important in view of the fact that the primary role of TICs is to provide information—a role that is, in most cases, clearly not being fulfilled in relation to people with sensory disabilities (eg lack of information in alternative formats to print; lack of text-phone facilities etc).

6.  THE CURRENT SITUATION: SUPPORT FOR THE TOURISM INDUSTRY IN ACCESS IMPROVEMENTS

  6.1  Scottish Tourist Board, currently support the tourism industry by being involved and financially supporting many of the initiatives of the Tourism For All Consortium (see below). In particular, they have supported, funded and promoted advisory and training publications and have taken part in the development and promotion of the tourism For All National Accessible Standards.

  6.2  Area Tourist Boards and local authorities have not, to our knowledge, carried out any specific measures designed to support the Scottish tourist industry in improving access. However, there is considerable scope for them to get involved on a local basis and, in light of their close relationships with local businesses, they have a key role to play. A precedent has been established in north west England, where North West Tourist Board have won European funding for industry support and Cheshire County Council have a comprehensive local "Tourism For All" programme of their own.

  6.3  The Tourism For All Consortium (both directly and through its member organisations) works across the UK with the aim of helping to develop an accessible mainstream tourism industry. In Scotland this has to be done with/through Scottish members including STB and Disability Scotland.

  An important part of TFAC's role is in giving support to the tourism industry by providing information, help and advice, networking opportunities and a common forum for members to voice their interests and concerns to Government and the EC over the development of national and international policy guidelines or legislation. The Consortium, also seeks to help by:

—  Developing, monitoring and promoting the Tourism For All (National Accessible) Standards (see Appendix B).

—  Providing information to the tourism industry, to help them improve accessibility. For instance, design guidance has been published in "Providing Accessible Accommodation" and "Providing Accessible Visitor Attractions" developed jointly with the UK's national tourist boards.

—  Acting as the UK's official representative to the EC on the development of a European access standard and working with others to develop other pan-European access projects.

7.  OPPORTUNITIES: SCALE AND NATURE OF THE MARKET

  In addition to the civil rights arguments for ensuring that disabled people are not disadvantaged when travelling, there are also considerable economic reasons. Although no specific figures are available for Scotland, there is significant evidence that disabled and other disadvantaged people want to travel more widely than they can do at the moment.

  Each year some 40 per cent of British people do not take a holiday of three nights or more. Twenty-three per cent of people do not do so even once in four years or more (Source: BNTS). This appears to be partly the result of ingrained attitudes, but is also due to the cost of holidays, health and family circumstances (Source: Domestic Market Study).

  The 1993 Deloitte & Touche report Profiting from Opportunities identified a European wide market of "disabled" people potentially able to travel of some 36 million. However, not all of these actually wished to travel, and further analysis suggested that 8 million might wish to travel internationally and 15 million within their own countries. The UK potential was estimated at some 4 million, including a proportion of less mobile elderly people.

  The population, both in the UK and throughout the developed world, is getting older, and older people have more time—opening up increasingly attractive market opportunities. However, this group are also more likely to be disabled in some way, as the instance of disability increases with age. In the UK alone there will be at least 500,000 more people over the age of 65 in 2011 than there were in 1991.

  These are significant figures, however they are based on relatively narrow "medical" model of disability. Using a "social" model (ie that a person is disabled by their environment rather than their medical condition) suggests much wider benefits for the whole of society in improving access. A survey of travellers on the Newcastle Metro—one of the more accessible transport systems in the country—showed that, taking the widest possible definition (including older people, those encumbered by heavy bags and mothers with young children), no less than 23 per cent of passengers were deemed to be in one way or another "disabled". A similar survey undertaken by London Transport revealed that only 20 per cent of Underground passengers matched this definition, suggesting massive unsatisfied demand.

8.  OPPORTUNITIES: NATIONAL AND INTERNATIONAL LEGISLATION AND OTHER INITIATIVES

  In formulating a Scottish strategy for improving access to tourism for disabled and other disadvantaged people there are a number of other national and international issues/activities/laws which should be taken into account.

8.1  The Disability Discrimination Act (1995)

  This legislation requires all service providers to plan for access for disabled people, over a 10 year time-span:

Employment/non-refusal of service	December 1996
Disability Rights Commission	Summer 1999
Provision of Auxiliary Aids	October 1999
Changes to Policies, Practices and Procedures	October 1999
Removal of Physical Barriers	2004

  A Code of Practice will be published in June 1999 to provide guidance for service providers on the sections of the Act to be implemented during 1999. A further Code of Practice is being developed to help businesses prepare for the final phase of implementation of the DDA's access provisions—the sections requiring physical adjustments to buildings.

8.2  European Union Initiatives

  Opportunities exist through European legislation and funding programmes to further the aims of Tourism For All in partnership with other European partners. Relevant issues are:

—  Employment—Guideline 9 of the Employment Guidelines adopted at the Vienna Summit in December 1998 requires each Member State to pay consider the employment needs of disabled and other disadvantaged people

—  Human Rights legislation—Article 13 of the Amsterdam Treaty concerns anti-discrimination legislation

—  The mainstreaming of specialist programmes, including tourism

—  Funding streams for inter-regional projects and projects for innovative technological solutions to access information problems

  The EC is also actively involved with:

(a)  A major campaign for a European Year for Disabled Citizens

(b)  A non-discrimination package including a non-discrimination directive on employment

(c)  A communication entitled "Towards a Europe for all Ages", which the EC has adopted as its official contribution to the 1999 UN International Year of Older Persons.

8.3  The English Tourism Strategy: Tomorrow's Tourism (1999)

  Improved access to tourism is a core theme in the new Department of Culture, Media and Sport (DCMS) Tourism Strategy for England, launched in February 1999. The strategy has key objectives to:

—  "make English tourism the most accessible and welcoming in Europe;

—  widen access to tourism opportunities;

—  improve access to employment in tourism; and

—  widen access to our culture, heritage and countryside"

  There are also commitments to specific activities, such as carrying out research into non-holiday taking amongst disadvantaged people, which will be relevant to Scotland.

8.4  UK Government programmes (eg New Deal)

8.5  Tourism For All Consortium initiatives

  A number of new initiatives are currently being planned for implementation during 1999-2000 which will be directly relevant to Scotland. They are:

—  Development of a Good Practice Guide: It is planned (subject to funding) to develop an advisory publication, in updateable ring binder form, for the tourism industry. It will include technical guidance, advice on improving customer service/marketing and case studies showing best practice.

—  Development of a website designed to give easy access to advice on access improvements.

—  Development of an accreditation scheme for Disability Awareness Trainers and production of a list of approved trainers.

—  Encouraging the employment of disabled people in the tourism industry through New Deal and other initiatives.

—  Tourism For All National Accessible Standards: The standards are currently being reviewed in the light of the DDA and evolving advice on best practice. TFAC will develop and implement an action plan for the further development and monitoring of the standards, in consultation with the current inspection bodies (including STB).

—  Research: The Disability Charities Research Group are working with TFAC to develop a TFAC sub-committee to take forward research into the demand for tourism facilities among disabled people and the services needed to supply that demand.

—  Local Authority Partnerships: A local authority forum is to be set up as part of TFAC, to explore ways that local authorities can get involved in promoting and encouraging improved access.

—  Social Inclusion (Low Income): A sub-committee looking at issues of low income (very relevant to many disabled and older people) has recently been set up. Their initial work programme includes research into reasons for non-holiday taking, investigation of a holiday voucher scheme to assist those on low income to take holidays and support for the Family Holiday Associations's "Time 2 Care" project (designed to provide holidays for all children in local authority care in the year 2000).

—  EC: TFAC will seek to work with government(s), other EU countries and the EC to resume the accessible tourism programme and implement the EU accessible standard. Also to continue to support and participate in EU projects.

—  Improving services to members: TFAC are keen to develop services which are appropriate to members. This will include regional variations in service where appropriate (and where funding can be found).

8.6  Centre for Accessible Environments Initiatives:

  The Centre for Accessible Environments (CAE) is a charity offering an information and training resource to architects and the construction industry. They are currently receiving funding from DfEE to compile a register of accredited British access auditors.

9.  OBJECTIVE FOR TOURISM FOR ALL IN SCOTLAND

  Widening access represents a challenge to all concerned with tourism. It is about social inclusiveness, equality of opportunity, and enabling all people, regardless of circumstance, to enjoy Scotland's wealth of atttractions to the full. It is also potentially good for business, although it is clear that many in the tourism industry remain to be persuaded of the business case.

  It is therefore recommended that one of the objectives of the Scottish Tourism Strategy is that Scotland should become recognised, along with the rest of Britain, as the most accessible and welcoming tourist destination in Europe.

10.  CORE PRINCIPLES —TAKING TOURISM FOR ALL FORWARD IN SCOTLAND

  It is recommended that the following principles are adopted in formulating a strategy for improved access to tourism in Scotland.

  10.1  Inclusion rather than exclusion: We recommend that the Social Model of Disability is adopted as the basis for the strategy. The social model states that disability is caused not by a person's medical condition (eg because they have arthritis or a hearing impairment), but by the environment which disadvantages that person and restricts their activities. The adoption of the social model therfore encourages inclusive design of services whcih are accessible to everyone, including disabled people.

  10.2  Integration of access issues into all mainstream Scottish tourism programmes: The adoption of the social model (as above) suggests that access issues should be considered as integral to all activities and should not be seen as a "bolt -on" extra. This suggests greater integration of access issues into the work programmes of all STB departments—rather than access being mainly the province of one or two access specialists as at present. For instance, STB could consider the access implications of their work on promotional campaigns, grants and advice, regeneration initiatives, computerised booking and information systems; employment initiatives; training etc. Perhaps a series of specially designed disability awareness packages for all STB staff would facilitate this approach.

  10.3  Freedom of choice for the consumer, so that individual disabled or older people have the opportunity to choose the type of leisure break or business trip which meets their needs. They are not "ghetto-ised" into semi-specialist provision (eg mainstream hotels which specialise in providing facilities designed for the needs of disabled people).

  10.4  The development of a comprehensive approach linking all agencies involved in tourism and destination marketing in working together to achieve "Tourism For All"—for example STB, ATBs, local authorities, public/private destination marketing companies etc. ATBs and local authorities, in particular can have a key part to play, and their role needs to be determined and encouraged.

  10.5  Recognition of the timetable and demands of the DDA and supporting businesses in responding to this legislation.

  10.7  Recognition of and participation in European projects designed to improve access to tourism.

  10.8  Adoption of the key priority areas highlighted in the Tourism For All Report 1989 (eg Raising Awareness; Product Development; People Development; Providing Reliable access Information and Helping Those on Low Incomes Access Tourism).

11.  STRATEGY: RECOMMENDATIONS FOR IMPROVING ACCESS TO TOURISM IN SCOTLAND

  In addition to the core principles suggested above, it is recommended that the following specific points are included in Scotland`s tourism strategy:

  11.1  Link into UK-wide programmes such as the work being done by the Tourism For All Consortium, Centre for Accessible Environments, Holiday Care Service and the Family Holiday Association. TFAC are keen to work with organisations in Scotland to promote UK-wide programmes there and to develop specific Scottish initiatives where those are appropriate. In order to strengthen links, the Scottish Parliament might wish to send an observer to TFAC meetings (as the British government currently do).

  11.2  Liaise with DCMS to ensure appropriate links with the work being done in England on improving access to tourism.

  11.3  Liaise with Scottish Parliament departments and other organisations working to improve access to the arts, sport and culture (eg museums) to ensure appropriate links with the work being done in those specialisms.

  11.4  Build access requirements into funding streams. Where public funding is being provided for regeneration or development projects then it should be conditional upon adequate provision being made for access by disabled people. This approach has already proved successful in the context of National Lottery funding.

  11.5  Research: Link into or build upon research currently being undertaken into barriers to holiday taking for disabled and other disadvantaged people. This can be done through the Tourism For All Consortium Research and Social Inclusion sub-committees.

  11.6  Raising Awareness of access issues amongst the tourism industry. Essentially an educational process; this could helpfully be linked to awareness raising work on the DDA. Possible actions could include seminars and conferences, press releases and use of business/development advisors to provide information. Also links with Scottish trade associations, local authorities, businesses etc to raise awareness through them.

  11.7  Product Development—Advisory Services: In order that managers in the tourism industry may feel confident in spending money on access improvements, it is important that they are sure of getting the very best advice. In order to ensure this we recommend:

—  promotion of accredited access audit and advisory services, such as those featured in the register currently being compiled by the Centre for Accessible Environments; and

—  support of the development and promotion of a national Good Practice Guide, such as that currently being developed by the Tourism For All Consortium.

  11.8  People Development: Changing the attitudes of management and staff in the tourism, hospitality and leisure industries is a pre-requisite for removing the barriers which disabled and other disadvantaged people currently face in accessing tourism. We recommend that disability awareness of training should be a priority for all involved in the Scottish tourism industry and that they should, in particular:

—  consider how to encourage and promote high quality, affordable disability awareness training for the tourism industry, working in partnership with others (for example the Hospitality Training Foundation, HCIMA, training organisations, TFAC, trade associations, major tourism and leisure groups, local authorities and the voluntary sector);

—  encourage those offering hospitality and tourism courses to include education on access as an integral part of the courses. This could be helped by stipulating that any course funded with public money must include a strong emphasis on disability issues; and

—  support the UK Government in the implementation of the remaining sections of the DDA and work in partnership with others both inside and outside Scotland to provide the stimulus for a major British Government led campaign to support the industry in the implementation of the DDA.

  11.9  Employment: Similar actions are relevant when looking at employment issues. The industry does face problems in this area, including recruitment and retention of staff. Therefore we recommend that:

—  tourist boards, trade associations and local authorities should encourage improved employment opportunities for people with disabilities;

—  industry leaders should adopt a pro-active policy of employment of disabled people, working with the relevant organisations (eg Manpower, HTF etc); and

—  support should be given to UK Government employment initiatives, such as New Deal and tourism operators encouraged to become involved.

  11.10  Providing Reliable and Detailed Access Information is the key to giving many older and disabled people the confidence to travel. It is recommended that those involved in Scottish tourism:

—  continue to promote accommodation and other tourism sites graded under the Tourism For All National Accessible standards;

—  encourage tourism operators to themselves promote the level of access they offer in their mainstream literature and to further provide detailed access information on their own premises. This is the best source of information for disabled people—allowing them to fully judge the best facilities for their needs, including location, services/facilities needed, price etc as well as access. The TFAC Good Prictice Guide (see 8.5) may be one practical method of achieving this;

—  improved technology is transforming the way that information is delivered. Any computerisated information systems developed for Scotland should take account of the access needs of some users. The more detailed the information which is provided, the better. However, the information also needs to be provided in a format which is accessible to visually impaired people (RNIB can offer advice on this); and

—  encouraging Tourist Information Centres and others providing information direct to the consumer to improve the access information they hold. Also, encouraging them to provide that information in alternative formats (as well as being a customer service issue, this will also be required by law under the DDA from October 1999).

  11.11  Low income is often associated with disability and ageing. The social benefit of holidays, particularly for disadvantaged families under stress is widely acknowledged. We recommend that STB and local authorities in Scotland work with the TFAC Social Inclusion sub-committee to tackle the issues of low income which prevent disabled people and others from taking up holiday and leisure opportunities.