TORONTO — Not all tour operators and airlines are made equal, especially if you’re a traveller with special needs.

As many with mobility, physical and cognitive impairments can attest, travel can be an overwhelming experience, starting with the booking process up until their return home. From not being able to travel with mobility devices, to not having mobility aids in hotel rooms or accessible transport on the ground, the challenges those with special needs face are vast and varied, which is why many simply avoid travel altogether. This is why it’s imperative for travel advisors to assess their needs and work with the right airlines and tour operators to ensure a comfortable – and safe – journey from start to finish.

As a follow-up to last month’s article about special needs travel, in which U.S.-based travel agent Kristy Durso, who herself is mobility-impaired, shares her travel tips and biggest red flags to watch for, we asked airlines and tour operators how they accommodate those who identify as having a disability.

Here are just a few to book with for your special needs clients:

AIR CANADA

Air Canada has implemented a number of measures to reduce barriers and make travel simpler for passengers with disabilities as part of its three-year Accessibility Plan. These include priority boarding for those who request lift assistance at the gate, storing mobility aids in the aircraft cabin whenever possible, tracking mobility aids using the Air Canada app, enhanced employee training, inviting customers with disabilities to make presentations at employee workshops, and creating the new senior position of Director, Customer Accessibility. In January 2024, Air Canada also adopted the globally-recognized Hidden Disabilities Sunflower program, becoming the first airline in North America to do so. The program includes the use of a discreet sunflower symbol to identify customers with non-visible disabilities, who can then indicate to airline staff that they may require additional assistance, have specific needs or require more time while travelling. The lanyard is available at check-in counters at Hidden Disability Sunflower member airports in Canada, and on board all flights operated by Air Canada, Air Canada Rouge and Air Canada Express.

AIR TRANSAT/TRANSAT

Transat offers a range of services and accommodations to support travellers with special needs at every stage of their journey. During the booking and planning stage, Transat provides detailed information and personalized assistance through its special services team, ensuring that those with special needs can make informed decisions. At the airport, it offers wheelchair assistance, priority boarding and dedicated check-in counters for those with reduced mobility, and staff is trained to provide compassionate and efficient service. In flight, Air Transat accommodated various mobility aids and medical equipment, while cabin crew is also trained to assist those with special needs. On the ground, Transat works with reputable hotel partners who are selected based on their ability to provide safe and comfortable experiences for all guests. And post-arrival, Transat’s team offers assistance with deplaning and connects special needs travellers with any necessary services at their destination.

“We believe that everyone deserves the opportunity to explore the world comfortably and confidently, regardless of their mobility or special needs,” says Bernard Côté, Director of Public Relations, Social Media and Content at Transat. “By fostering an inclusive environment, we not only enhance the travel experience for individuals with special needs, but also enrich the lives of their families and companions.”

EXOTICCA

“Inclusivity is super important to us at Exoticca, as we believe that everyone deserves to see the world up close and personal, regardless of issues that could hinder a client’s experience,” says Mike Quinto, Managing Director. “We believe that where there is a will, there is a way, and we want all of our clients to feel comfortable while seeing their bucket-list destinations first hand.”

Noting that its sometimes not possible to see country highlights the way special needs clients want to see them, Quinto adds that Exoticca has an entire team on hand to build out private tours for them, allowing them to see and experience what they want in a comfortable and safe way. “From picking out certain highlights to having special guides (including Sign Language guides) and fine-tuning a tour, we can allow clients to do and see what they have dreamed of,” says Quinto.

G ADVENTURES

It all starts at the very beginning of the booking process for G Adventures, says David Green, managing director for Canada, when “we ask a variety of questions to understand the traveller’s individual requirements,” including accommodation needs. Noting that not all disabilities are the same, he adds that a doctor’s note advising that it is safe to travel may be required. Once the reservations team has all the client’s information, it liaises with local operations teams to determine whether they can accommodate the client’s requests.

“The needs of each traveller can vary significantly, and due to the nature of adventure travel, there are some that can’t be fulfilled due to circumstances beyond our control. We will, however, always do our best to accommodate the needs of all travellers, whichever way possible,” says Green. “Every member of the G Adventures community is highly valued, and we aim to ensure every individual feels respected and like they belong.”

GLOBUS

According to Steve Born, chief marketing officer at Globus, as a worldwide tour operator, Globus’ goal is to make travel across the globe accessible for a wide range of travellers. As such, as part of the booking process, “we ask our guests and their travel advisors to share information with us to assist with a well-rounded vacation experience, including addressing potential mobility or accessibility issues.”

Noting that Globus cannot guarantee solutions in all destinations across the globe, Born adds that decisions and solutions are made on a case-by-case basis.

“Destinations, hotels, public restrooms and sites and activities offered on tour play a key role in the success of operations, including the many ways in which we need to navigate guests’ special needs,” he says. “During the booking process, it’s important for us to understand our guests’ needs so we can work through possible issues and provide solutions, in advance. This allows us the time to work with our ground operations teams to ensure transparency between operations and guests.”

INTREPID TRAVEL

Working with the premise that “adventure is for everyone,” Matt Berna, President of the Americas at Intrepid Travel, says that the adventure tour operator does its best to help as many people see the world as possible. In fact, Intrepid introduced its first ethical marketing guidelines in 2021 following an 18-month reflection period, which highlighted its commitment to diversity, equity and inclusion.

During the booking process, Berna says Intrepid will assess whether a traveller can complete an existing itinerary or whether reasonable adjustments can be made to meet their needs before they book. If joining a group trip is not practical, the Tailor-Made Experiences team may be able to provide a private departure as an option.

Other possible adjustments for special needs travellers include requesting rooms on lower levels of hotels, providing directions or instructions in multiple formats such as written messages or allowing clients to record briefings, and facilitating additional tours or guides. Intrepid also offers transport alternatives like booking private transport for customers rather than public, and can help book a flight and night of accommodation rather than an overnight train.

“Travelling with a disability isn’t always easy but that doesn’t mean it’s impossible,” says Berna. “In March this year, a passenger who is blind completed the Everest Base Camp Trek, one of our most adventurous tours. He travelled with two companions who assisted him with navigation, and the leader, crew and suppliers were briefed by the operations manager on safety and communication for vision-impaired travellers. We’ve also had a number of blind travellers and amputees take on our Mount Kilimanjaro expeditions in recent years.”

OKUSHU TOURS

“We believe that everyone deserves the chance to travel and explore new places, regardless of their physical, cognitive or sensory abilities,” says Lia Lau, Managing Director, Okushu Tours. “Our goal is to ensure that travellers with disabilities have the same opportunities to explore the world as everyone else, from the day they inquire about the tour, during the tour and until they return home.”

Noting that the company is aware that challenges are both visible and non-visible, Lau assures that its staff and ground operations are trained with disability awareness and handling. Regular communication is kept with suppliers and ground operations to ensure that they are prepared to meet the needs of travellers, and tour guides continually send reports back to Okushu while on tour, which are then shared with agents to ensure open communication.

“When working with travellers with special needs, it’s important to be as detailed as possible. We ask our clients to provide us with specific information about their needs, including any mobility issues, medial conditions or dietary restrictions. This information allows us to create a customized travel itinerary that meets their individual requirements,” says Lau.

Lau also adds that Okushu is realistic with expectations and refrains from presenting “an overly optimistic view of destinations that have yet to address accessibility issues or lack the necessary infrastructure to accommodations travellers with specific challenges.” Okushu also recognizes that special needs can incur significant expenses, “so we collaborate with our clients to identify affordable and accessible travel options. And of paramount importance is to always have a back-up plan. “If a particular attraction or mode of transportation is not accessible, we have alternative options ready,” says Lau.

WESTJET VACATIONS

WestJet Vacations has undertaken a number of measures to accommodate guests with accessibility needs during the booking, planning and travel processes, says Dave Cecco, Vice-President. These include:

• Ensuring that website services, applications and content are accessible to persons with disabilities, including users of screen reader technology
• Expanding the size and weight limitations for mobility devices
• Carrying a multitude of wheelchair types including manual devices and highly-sophisticated powered chairs
• Ensuring powered mobility devices are exclusively handled in a fully upright position
• Implementing an updated tagging procedure that ensures mobility devices are loaded on the aircraft with their owners
• Providing frontline employees with sensitivity training to identify and assist disabled persons
• Providing accessible assistance upon identification of guests’ needs during the booking process, at the airport and while onboard
• Providing routine check-in procedures for guests who may not be fully self-mobile

“WestJet Vacations strives to maintain a welcoming, inclusive, barrier-free environment for all our guests and employees,” says Cecco. “Our priority is to meet various accessibility needs by working towards removing obstacles that prevent people with disabilities from working and travelling with WestJet Vacations.”