Appropriate Planning Policies for the Development of Accessible and Inclusive Tourism

Abstract

The objective of ensuring equal access to and enjoyment of tourism for the broadest spectrum of individuals, regardless of age or ability, is a fundamental right for all, as explicitly outlined in the United Nations Convention on the Rights of Persons with Disabilities. Nevertheless, notwithstanding the initiatives aimed at actualizing the aims and objectives of the Convention, the discrepancy between the supply and demand for accessibility remains considerably high in Italy. In fact, numerous accessibility issues persist in information, services, transportation, tourist destinations, accommodations, and various types of facilities and attractions. The inadequacy of long-term planning and the lack of a comprehensive perspective on accessibility further exacerbate the situation in Italy. In light of these considerations, this paper aims to examine, via a survey conducted on a sample of potential users, the challenges and opportunities for the development of inclusive forms of accessible tourism and to recommend a reference framework for best practices that encompasses, in addition to barriers, the elements that enhance accessibility and usability of cultural activities for individuals with disabilities, serving as a reference point to assist in the planning and governance of sustainable tourism policies. This paper aims to answer three fundamental research questions to improve the conditions of the Italian tourism system: What is the perception of people with disabilities regarding their ability to travel in Italy? What needs to be improved to achieve a good tourism experience for people with disabilities in Italy? Which parameters should be considered for proper planning of accessible and inclusive tourism in Italy?

1. Introduction

People with disabilities do not currently have the same opportunities to travel as people without disabilities and face both practical and social obstacles that must be taken into account before and during their trip [1,2].

Despite the tourism industry growing, and it is estimated that around 15% of the world’s population lives with some form of disability, even today, not everyone has the opportunity to travel. This equates to almost one billion people, and this number is set to increase as the longevity of the world’s population increases, as old age often brings with it certain disabilities [3,4].

Usually, accessible tourism is considered as a type of tourism that place at the center of supply planning, a specific demand that requires a product aimed exclusively at people with disabilities while, instead, it should include a whole series of services, facilities, infrastructures, and inclusive tourism packages that can meet the needs of different categories of people with disabilities and particular needs, such as children, the elderly, families, people with permanent disabilities, people with temporary disabilities, people with allergies, people with food intolerances, etc. [5].

According to the study “Economic Impact and Travel patterns of Accessible Tourism in Europe” by the European Commission in 2013, three macro categories of potential tourist flows define the market target of accessible tourism: (1) elderly people, (2) people with disabilities, and (3) people with particular needs [6].

It is therefore a matter of conceiving “Tourism for All” that is economically relevant and, definitely, with excellent growth projections. For example, the over-65 population accounts for about one-third of the total specific demand for accessible tourism, and the rate of ageing of the population is growing at a higher rate than the growth of persons with disabilities.

Thus, in recent years, a renewed interest has emerged both at a theoretical level in scientific debate and at an operational level by tourism operators toward the segment of inclusive and accessible tourism and, in general, a certain openness and awareness of the importance of the abolition of barriers, of whatever nature they may be, both material and immaterial.

However, there are still many barriers that make it difficult for people with disabilities to participate in tourism activities [3]. The various obstacles, mainly due to the lack of long-term planning and the absence of a holistic approach to accessibility based on the real needs of persons with disabilities, have not yet allowed the tourism sector in Italy to take off properly.

In order to promote accessible and inclusive tourism, and for one to be able to speak of accessible tourist destinations, it is not enough to satisfy the criteria required for the removal of architectural barriers, but it is of fundamental importance that the tourist offerings are rethought with a holistic vision so as to satisfy all the needs of the tourist. Consequently, it is necessary to respect certain requirements, such as comprehensible and up-to-date information, the distribution of spaces, virtual services, safety and health, the functionality of tourist facilities, and integration and hospitality, and, in addition, a process of awareness-raising must be stimulated through staff training to break down not only structural barriers but also cultural barriers and prejudices [7].

The hypothesis underlying this paper is that in order to improve the Italian tourism situation and promote accessible tourism, the point of view of those directly concerned, i.e., people with disabilities, must be taken into consideration. The following questions form the basis of this study: What is the perception of persons with disabilities regarding their ability to travel in Italy? What needs to be improved to achieve a good tourism experience for people with disabilities in Italy? Which parameters should be considered for proper planning of accessible and inclusive tourism in Italy?

The aim of this study is to outline a representation of how people with some form of disability perceive their opportunities to travel in Italy. This is in order to present possible areas for improvement when it comes to increasing accessibility in the Italian tourism industry and to trace the most important factors to be considered in integrated planning.

The adopted method, based on social research, is deductive and involved consultation, through interviews and surveys, of a delimited sample of about 200 persons with disabilities, and is geographically limited to the Italian tourism industry. Both secondary and primary data were collected to answer the research questions.

Section 2 presents the state of the art through secondary data on accessible tourism and is structured in several specific parts concerning the advantages, problems, and prospects for the future. Section 3 describes the methodology, the approach adopted in the study. The results of the survey are presented in Section 4. Section 5 highlights the secondary data gathered regarding the state of the art and the factors that tourism planning must focus on in order to be more inclusive in Italy, highlighting the results of the discussion in a constructive comparison. The study ends by presenting a conclusion in which the research questions in Section 6 are answered.

2. The State of the Art

2.1. The Advantages of Accessible Tourism and Prospects for the Future

Among the advantages of accessible tourism is the fact that it favors proximity by activating tourism supply in marginal destinations and/or smaller territories and the deseasonalisation of tourism. In fact, a substantial part of the potential demand for accessible tourism is formed by tourists over 65, who prefer domestic tourism of both physical and cultural proximity because this entails easier organization of the trip and the absence of language barriers [8].

In addition to third-age tourists, tourists with disabilities, who constitute another relevant part of the accessible tourism target group, also tend to prefer domestic and local tourism (60%) rather than international destinations, according to the European Commission’s 2013 study, Economic Impact and Travel Patterns of Accessible Tourism in Europe.

People with disabilities or special needs, according to some authors [9,10], generally prefer to travel in the off-season in order to have a more personalized service. The elderly over 65, not being subject to time constraints in planning their holidays [11], may also change the forms of tourist seasonality [12].

Therefore, accessible tourism could favor and/or strengthen the development of the national tourism industry sector, implementing trips to fragile local destinations and minor or secondary locations, fortifying and enhancing the identity of places and attendance even in the low season, and offers a solution to seasonality, favoring greater use of tourist services and facilities in periods of lower seasonality, and, consequently, could represent a positive economic prospect for operators in the sector [9,10].

2.2. The Importance of Training in the Design of an Accessible Tourism Offer

According to some authors [13] in the context of tourism accessibility, adequate training is needed to ensure that staff can accommodate guests with special needs, e.g., people with disabilities and the elderly, in the most appropriate way possible, with increased awareness on the topic in order to change the cultural approach at the root, to eliminate marginalization and social exclusion attitudes, and to start a design in favor of a greater focus on the specific needs of the tourist from an inclusive perspective. Unfortunately, actors in the sector largely lack expertise on universal design and how the hospitality industry can become more inclusive.

Knowledge of the possible requests and needs of what can be defined as the specific demand for accessible tourism would allow tourism operators to respond promptly in terms of hospitality, address the overcoming of barriers that are not only cultural but also physical, and equip themselves with technological innovation systems to support their activities.

To build a quality and inclusive tourist offer, it will be necessary, therefore, to have a project aimed not only at training but also at raising awareness to bring tour operators closer to the issues of accessibility that are an essential part of an often forgotten tourist market [8]. At the same time, it will also be necessary to promote the territories with targeted training, consultancy, awareness-raising, and communication on identity, typicality, authenticity, inclusion, and welcoming for local institutions, tour operators, and residents. Training is, therefore, the basis of strategic planning for accessible tourism and must take place through comparison and increasingly close collaboration between the public and private sectors and between businesses and training, thus promoting not only accessibility and sustainability but also the development of local identity. More specifically, therefore, an agreement is needed on shared planning between institutions and social stakeholders to promote a path to raise the awareness of tourism operators through training activities and acting on the cultural sphere, paying particular attention to the issues of accessibility, sustainability, responsibility of territories and local communities, innovation and quality, and inclusion.

2.3. Smart Tourism for Inclusion

For several years, there has been a growing trend of tour operators relying on digital solutions to increase their visibility through the use of websites and social network pages. Digital users, i.e., the percentage of tourists who use and consume digital content related to travel and holidays, are also constantly growing and are involved in the whole tourism chain, starting from information, organization, and booking of the trip, to being influenced in the way they think, interact with, relate to, and perceive the tourist destination. In fact, it has been estimated that 20% of the world’s population uses applications in every stage of planning a trip, and two-thirds of the population has a travel application on their smartphone.

According to some researchers [14], the digital revolution has transformed tourist behavior at all stages of the trip, from the creation of the conceptual map in the pre-trip phases with reference to inspiration, to planning, to the search for the best solutions, to booking the trip, and in the post-trip phases, with reference, for example, to sharing a memory or an emotion experienced on social networks. According to the Milan Observatory on Digital Innovation in Tourism [15], the inspiration for a trip starts from social networks, the search and booking of the holiday takes place mainly online, and the sharing of opinions and travel memories takes place on digital portals after the trip.

The travel market has, therefore, been profoundly changed by the use of new technologies both in terms of the way consumers buy their holidays and in terms of offering tourism experiences enriched by technology, e.g., virtual or augmented reality experiences, digital platforms, systems, technological innovation such as gaming, virtual reality in 4K, and communication possibilities using sign-language interpreters.

Thanks to the digital revolution, the tourism market, which is based on information, generates large volumes of data; therefore the application of digital technology in the tourism supply chain becomes an indispensable tool capable of promoting an accessible and inclusive type of tourism that bears witness to the changes introduced on both the supply and demand sides.

However, many improvements still need to be made. According to the UNWTO [16], many people with disabilities encounter problems in terms of mobility or access to information due to the ways in which environments, transport systems, and services in society are designed. Data from the analysis conducted by the European Commission [6] showed that in 2011, among the main booking portals, tour operator websites, and European hotel chains, approximately 70% provided information about accessibility, of which only 60% was easily traceable. The percentage of information is further reduced if one considers that the additional and specific information for people with special needs on the web is mainly directed toward those with motor disabilities, thus neglecting a large part of the specific category of accessible tourism, which includes other forms of disabilities, families, the elderly, and other people with special needs.

According to several studies [5], it appears that most the comprehensive and up-to-date online tourism information is mainly present on blogs and sites specifically aimed at people with special needs or disabilities, where it is the users themselves, through their reviews, who provide specific information.

Therefore, in an accessible tourism context, digital tourism could contribute to providing a customized product based on tourists’ needs to trigger an inclusive development path. According to some studies [5], there is a strong propensity on the part of tourists with disabilities to make online bookings. In fact, out of 14 million Italian internet users, approximately 20% are users with disabilities who use the web to plan and book their trips.

In Figure 1 below, it is possible to see which types of smart technology tools can support inclusive and accessible tourism as aids.

However, there are issues, such as the fact that a large part of the potential specific demand for accessible tourism is constituted by the elderly, who have difficulty accessing online platforms, so exclusive digital offers could represent a barrier to the development of digital, accessible, and inclusive tourism.

3. Materials and Methods

The methodology employed (Figure 2) included the use of both primary data from a field-tested study and secondary data from an international literature review. The secondary data on which the theoretical framework is based were mainly collected from articles in tourism science and tourism-specific literature. Google Scholar was used as a search engine for articles published in international journals and books.

In order to provide a picture of what accessibility in the Italian tourism industry looks like, a deductive field-tested approach was chosen. Specifically, a survey was carried out using questionnaires that were distributed to various organizations of disabled and elderly people, and semi-structured interviews were also conducted mainly with people with sensorial disabilities and people with visual impairment disabilities. In addition, eight private Facebook groups dealing with people with mobility and accessibility disabilities were contacted via e-mail. The Google search engine was used to search for information on organizations in Italy with links to persons with mobility disabilities.

The survey aimed to collect quantitative data but also presents qualitative elements, because the respondents were given the opportunity to formulate their own answers. The questionnaire was drafted with both closed questions with multiple-choice answers and open questions. The questionnaire was divided into five different sections: (1) Travel habits, (2) Opinions on travel, (3) Travel choice, (4) Travel planning, and (5) Travel experiences. These categories and the questions associated with them proved to be very useful in order to survey the perception of accessibility in the Italian tourism industry. Most of the data collected are quantitative, but since there were also open questions, qualitative data were also provided. How respondents view accessibility is highly subjective, and this must be taken into account.

The survey was conducted in a single period between the months of November and December 2024 and, therefore, provides a picture of a certain population at a given time. Furthermore, to support and better define the planning and governance policies of sustainable tourism, overcoming the challenges and considering the opportunities for the development of inclusive forms of accessible tourism, it was decided to build a reference grid regarding, in addition to the barriers, the factors that support the accessibility and usability of tourist and cultural activities for people with disabilities. The reference grid involved the use of cluster analysis and was used in an exploratory way in the survey to identify the groups defined by a single disability (clusters) within the data set and to confirm the results.

This study focuses on people with disabilities and, more specifically, those who experience a motor disability and those who experience a sensory disability (blind, deaf), but it also takes into account the needs of a significant portion of the population who have allergies and intolerances. The sample considered includes 96 people with motor disabilities, 78 people with sensory disabilities, and 36 people with disorders resulting from allergies and food intolerances. The selection was made on the basis of the fact that each disability requires different types of adaptation for accessibility. The choice of the sample reflects the same characteristics of the target disabled population. In fact, the sample of the population considered reflects, proportionally, the largest community of disabled travelers in Italy. This choice was made to allow a sample as representative as possible of all disabilities and age groups, and with characteristics that are similar to those of the population it represents. Obviously, the sample also represents a part of the population (with disabilities) with common characteristics or interests, such as belonging to a certain customer segment in tourism.

The questions in the questionnaire in Section 1 concerned frequency, i.e., the number of trips per year, the company, i.e., who they travel with, the means of transport used, and the accommodation facilities used.

The questionnaire questions in Section 2 concerned the importance they attach to traveling and the impact on their quality of life, factors hindering travel, reasons for refraining from traveling, and reasons for choosing a destination.

The questions in the questionnaire in Section 3 concerned channels for finding information, access to information, difficulty in finding reliable information, and the impact of one’s disability on the choice of travel.

The questionnaire questions in Section 4 dealt with the factors that define the itinerary, time planning, planning of activities, and structuring domestic or international tourism.

The questionnaire questions in Section 5 concerned the degree of enjoyment of a destination, the perceived accessibility of all components of the trip, any perceived discrimination, the relationship with tour operators and their awareness, and the perception of possible improvements.

Finally, they were asked to describe what they thought should be developed in terms of information, physical accessibility, and staff knowledge.

The survey results were subjected to the ANOVA statistical test of significance to compare the groups with different disabilities and determine if there were significant differences between them. There were no significant differences between the various groups of the sample of respondents.

4. Results

The results of the questionnaire have been summarized and displayed in bar and pie charts for ease of analysis. For the sake of brevity, the most prevalent responses are summarized below, and only a few diagrams are included.

In relation to Section 1 of the questionnaire on travel habits, people with disabilities claim that various limitations in accessibility also reduce their desire to travel and, consequently, lead to their lower participation in travel. Among the reasons for traveling, the majority of respondents said that they travel to meet friends or family, followed by those who considered the discovery of new cities and places as the main motivation. The third most common reason for traveling is the possibility of rest, regeneration, and relaxation (Figure 3). Finally, participation in events and visiting museums and attractions were indicated as reasons for traveling by a number of respondents. The survey results show that respondents travel mainly with family members, with relatives or partners, and would consider traveling more often if the accommodation offered met the necessary accessibility requirements.

In relation to Section 2 of the questionnaire concerning opinions on travel, the people interviewed claimed that traveling is particularly important for their quality of life and their personal well-being. Among all the interviewees, there was a strong desire to participate more in the various travel activities; however, the survey shows that 76% of the interviewees had to give up traveling to a destination due to the lack of accessibility and inconvenience. Others highlighted that the giving up occurred due to a lack of travel companions, while others highlighted a lack of information and shortcomings in the physical design of hotels, means of transport, and public places. Finally, the reliability of information is another reason why people with disabilities abstain from traveling (Figure 4).

In relation to Section 3 of the questionnaire concerning the choice of travel, the interviewees complained about the lack of reliable information. In fact, 90% of the interviewees always or sometimes felt worried that the destination did not meet the level of accessibility they needed. Furthermore, the majority of the interviewees believed that their disability influenced the choice of destination.

In relation to Section 4 of the questionnaire concerning travel planning, the interviewees mainly used websites. When there is not enough information available online, the most common way of seeking information was to contact the tour operators directly by phone (Figure 5).

Finally, in relation to Section 5 of the questionnaire, the interviewees outlined that bad treatment due to the ignorance of the service staff toward people with disabilities makes them feel unfairly treated. Several interviewees also expressed in the open questions of the survey the need to increase the knowledge of staff, who most of the time consider people with disabilities as sick and treat them in a degrading way. Information barriers are not only something that people with disabilities encounter before the trip, but also during the trip, in interactions with the staff.

The semi-structured interviews revealed some important measures to improve tourist accessibility, which are summarized in the graph below (Figure 6).

Finally, from the results of the questionnaire and the interviews, especially regarding the questions on what should be developed in terms of information, physical accessibility, and the knowledge of the staff, a synthesis was attempted by building a table that could be of help in defining correct planning policies for accessible tourism (

Table 1. Obstacles and positive factors on which to focus accessible tourism planning.

Type of Disability	Barriers to Use	Factors That Support Accessibility	Strategic Policies
Motor and Sensory	Urban barriers	Use of assistive technologies	Policies to improve accessible pedestrian paths and access to cultural sites
Motor and Sensory	Confined spaces characterized by limited accessibility (e.g., enclosed, narrow, small, with difficult entry and exit, etc.).	Access that does not present risks or danger	Removal of architectural barriers
Motor and Sensory	Transportation barriers	Inclusive public transportation for ease of access	Policies to make transportation accessible with technology and voice announcements
Motor and Sensory	Barriers to use	Targeted design solutions	Policies aimed at reducing distances and limiting the use of accommodation facilities
Motor and Sensory	Information barriers	Information	Community involvement
Motor and Sensory	Cultural barriers	Training	Organization of courses for tourism operators
Sensory	Language barriers	Assistive technologies	Adapting the accessibility of cultural facilities with Braille or sign language
Food disabilities	Food barriers	Possibilities of food choices	Awareness campaigns for tourism operators in general and for catering operators

Source: author’s elaboration.

).

5. Discussion

5.1. Factors to Consider for Inclusive and Disability-Oriented Tourism Planning

Making travel accessible means meeting different accessibility needs, so that people with disabilities can access products, services, and environments independently and with dignity on an equal basis with others [4]. Therefore, products, services, and environments must be designed so that they can be used by all, in both the public and private sectors, to enable a more accessible society that can travel freely [17]. Transport, accommodation, and activities have become more accessible to enable people with different abilities to participate on equal terms [18].

This study supports the theory expressed in the reference literature by bearing witness to the Italian situation and making it clear how an adequate territorial marketing process and the construction of a sustainable destination brand capable of guaranteeing an authentic and inclusive experience at the same time are necessary.

All the interviewees who participated in the survey were eager to contribute relevant and credible information. This was particularly evident in the semi-structured interviews and in the open-ended questions of the questionnaire, where the response rate was higher and the answers were much more detailed than one might expect. The closed questions of the questionnaire were also integrated with relevant information.

The results of this study agree with the literature on the fact that investment in accessibility can increase the competitiveness of destinations [19]. The UNWTO [16] points out that destinations that understand the value of accessible tourism will see their product and service offerings develop, which, in turn, will improve the tourism experience and quality of life for both visitors and residents of the destination.

Therefore, there is a need for proper planning of accessible tourism that has sustainable territorial, economic, and social impacts. From this perspective, tourism planning policies must take into account both tourists and tourism stakeholders on the one hand and people with disabilities on the other hand, who should have the same travel conditions as people without disabilities [20].

Furthermore, the idea of open innovation in tourism can offer valuable perspectives on how partnerships, stakeholder engagement, and data sharing efforts can improve inclusiveness within the tourism industry. The inclusion of these perspectives can also offer policymakers and administrators tangible suggestions for using innovation to improve accessibility [20]. Open innovation could indeed increase value and competitiveness in tourism, which is an evolving sector. It allows companies to adapt with innovative products/services, collaborating with others and solving local problems through public–private cooperation [19].

Proper tourism planning, which contemplates accessibility, must also provide for sustainable strategic planning methods that allow for positive effects on the overall territorial system. In this sense, territorial strategic planning orients the competitiveness of the tourism sector, which is understood not only as an economic sector but as a set of resources that make up its productive identity [21] (Pigliucci, 2020). Territorial competitive advantage presupposes integrated planning capable of integrating tourist mobility with destination management.

Moreover, the enhancement of the territory needs local planning actions capable of involving territorial actors and local institutions through system forms capable of interpenetrating the characteristics of the productive world with the specificities and opportunities offered by the territory. An original tourism product, in fact, is the result of an awareness of the potential of the milieu, through which an experiential offer can be built. Therefore, the task of bodies, institutions, and stakeholders will be to project scenarios for quality tourism that can be effectively pursued without compromising the fragile natural resources, social fabric, economy, and cultural identity of places in the long term.

In this context, it would be necessary to start, first of all, a global awareness process involving tourists, sector operators, local actors, and territorial authorities to lay the foundations and prerequisites for social and inclusive, sustainable, responsible, and accessible tourism based on a planned restart and on the creation of deseasonalized tourist destinations capable of offering and guaranteeing a quality travel experience. The creation of institutional and participatory governance that enables the development of integrated plans for tourism and sustainable mobility at national, regional, and tourist-city levels is, therefore, a priority objective [22].

5.2. Importance of Accessible Tourism in Terms of Socio-Economic Benefits

In addition to the social benefits that a more accessible range of tourism products can bring, there can also be economic benefits from investing in greater accessibility.

Survey results show that the majority of respondents expressed a desire to travel more than is possible, and they also described that the reason why they do not do so is mainly due to the lack of accessibility and the fact that it is too inconvenient. For tourism businesses, this means that investment in improving accessibility is likely to generate a positive response. Indeed, although secondary to the social benefits, the effects that accessibility adaptations can have on tourism industries and society can also lead to economic benefits. Moreover, making tourism products and destinations accessible is not only something that concerns travelers but also something that can simplify and improve the lives of local populations in the areas made accessible.

In this respect, continuous training processes of public and private actors on tourist reception, transport services, service management, sustainability, and digitalization are complementary.

Another fundamental point is the improvement of the tourist transport experience as a founding element of the expanded tourism product and a factor of competitiveness of Italian destinations, and the development of integrated mobility solutions for tourists through the profiling of offer packages for tourists with disabilities.

The improvement of sustainability, quality, inclusiveness, and safety requires the strengthening of logistic infrastructures and intermodality between traditional and sustainable and shared mobility. In this regard, shared mobility solutions such as car-sharing and ride-sharing are fundamental to improving accessibility in tourism because of their ability to greatly improve the mobility of persons with disabilities [2].

The pursuit of this objective promotes the improvement of accessibility and mobility toward minor destinations and circuits of excellence, with the consequent relocation of flows from the main tourist attractions to areas with low levels of tourist presence and deseasonalization.

Finally, of fundamental importance is the improvement of accessibility, both physical and informational, for people with disabilities, also by means of quality certification systems for the assistance of people with disabilities. Technological innovation in this regard can be very useful for the improvement of digital communication related to traditional and sustainable mobility of tourist destinations, and the use of big data and technologies for the monitoring and segmentation of tourist demand can enable marketing actions aimed at the adoption of digital and ICT solutions (e.g., Internet of Things and artificial intelligence) for optimal management of logistic flows, as well as for improvement of the reception services of tourist destinations in order to adopt new solutions that improve the experience of access to tourist destinations.

5.3. Triangulation

Triangulation between the survey results and the relevant scientific literature allows for more reliable and in-depth conclusions. The comparison is made for each section of the questionnaire and for the interviews.

Crompton [23] argues that there are several push factors (e.g., relaxation and improved relationships) and pull factors (e.g., new experiences and acquaintances) that influence the choice to travel to a particular destination. Holloway and Humphrey [24] also point to attending events and visiting museums and attractions as reasons for traveling. For this reason, clear links were found between the theory referring to people in general and empirical investigation that considers people with disabilities, as much of the literature is consistent with the respondents’ answers. The results of the survey show that the majority of respondents travel to meet friends or family members, followed by those who consider discovering new cities and places as the main motivation. The third most common reason for traveling is recuperation and relaxation, followed by attending events and visiting museums and attractions. Between the results of the study and the literature, there are few differences in the motivations for traveling.

Yau, McKercher, and Packer [2] argue that various limitations in accessibility also reduce the desire to travel and lead to lower travel participation. The results of this study show that most of the respondents travel between one and five times a year, so there are differences between previous research and the results of the empirical survey presented in this study.

Bowtel [18] states that people with disabilities prefer to travel with company, usually with family members, friends, carers, or preferably with their partner. The results of the survey conducted in this study show that a large percentage of respondents, with the exception of people with visual impairments, state that they often travel alone. However, the majority of respondents predominantly travel with family members, so the survey results do not deviate from this theory.

Yau, McKerker, and Packer [2] argue that traveling in the company of a non-disabled person can be difficult for people with disabilities. This could be related to the fact that many of the survey respondents travel alone.

Card, Cole, and Humphrey [25] argue that people with disabilities choose a destination primarily based on the physical limitations of traveling. Brunett and Baker [9] claim that more than seven out of ten people with disabilities would consider traveling more often if the accommodation met the necessary accessibility requirements. Small and Darcy [26] argue that accessibility of hotels is a fundamental requirement for people with disabilities to have a positive tourist experience. This is in line with the findings of the sample survey of respondents.

Coelho, Gosling, and Almeida [27] argue that travel can contribute to personal development, well-being, learning, and happiness. Prebensen, Chen, and Uysal [28] argue that travel can contribute to euphoria, fun, socializing, and increased social status. Bjork [29] argues that there is a link between travel and the feeling of having a high quality of life. Travel can, therefore, generate well-being, happiness, and a higher quality of life. In line with this literature, the survey results show that traveling is particularly important for respondents’ quality of life and well-being.

Mckerker and Darcy [30] argue that there are some barriers that discourage people with disabilities from traveling, such as a lack of reliable information and shortcomings in meeting the accessibility needs of travelers with disabilities. Michopoulou et al. [31] argue that reliability of information is one of the reasons why people with disabilities tend to refrain from traveling. The results of the study show that respondents mainly mentioned lack of accessibility and boundary circumstances as factors influencing their ability to travel. The open-ended responses of the survey show that many respondents had to refrain from traveling due to the lack of accessible accommodation and also due to a lack of information about the physical configuration of hotels, means of transport, and the accessibility of public places. On a scale of 1 to 5 (1 = easy and 5 = difficult), respondents rated the difficulty of finding information as 4.3 on average, which means that there are many people who consider it difficult to find adequate and reliable information. In this sense, the results of the survey are consistent with the relevant literature.

According to McKercher and Darcy [30], a lack of reliable information can have negative consequences, as people with disabilities are forced to rely more on the accuracy of accessibility information. Michopoulou et al. [31] state that people with disabilities often experience worry and anxiety before traveling. Small and Darcy [26] also state that people with disabilities often expect something to go wrong while traveling. The findings of this study are in line with the literature, in that 90% of the respondents always, or sometimes, feel worried that their destination will not meet the level of accessibility they need.

Decrop [32] argues that all tourists filter out options they do not feel are possible early in the selection process. Card, Cole, and Humphrey [25] point out that the main reason why people with disabilities choose a particular destination is due to the physical limitations of traveling. The respondents’ answers show that, on a scale of 1 to 5 (1 = low degree and 5 = high degree), their disability affects them with a value of 4.2. This means that the majority of respondents believe that their disability influences their choice of destination, which is consistent with the theory that travel choices can be influenced by physical limitations. Furthermore, 76% of the respondents had to give up traveling due to a lack of accessibility.

Shi, Cole, and Chancellor [33] argue that people with disabilities are more likely to inform themselves before traveling to avoid negative consequences. Hyde [34] argues that the increased availability of information via the internet has contributed to tourists being able to compare up-to-date information. In line with the literature, respondents search for information on the accessibility of different travel destinations by mainly using the websites of destinations and companies.

Vila, Gonsalez, and Darcy [35] argue that a lack of information is one of the most common problems encountered by tourists with disabilities. The survey results show that the second most frequent way of searching for information, if sufficient information is not available online, is through telephone or email contact with the accommodation and/or tourism companies in question

Card, Cole, and Humphrey [25] and Small et al. [36] argue that attitudes are one of the most deterrent barriers for people with disabilities when traveling. McKercher and Darcy [30] (2018) point out that poor treatment and ignorance on the part of service staff toward people with disabilities make them feel that they are being treated unfairly. This is also evident from the survey results, which show that 75% of the respondents feel that they are sometimes discriminated against by service personnel.

Card, Cole, and Humphrey [25] argue that negative attitudes may be due to an outdated and derogatory view.

The survey shows that staff knowledge of service availability has a score of 2.00 on a scale of 1 to 5 (1 = low and 5 = high). Several respondents also expressed in the open-ended questions of the survey the need to increase staff knowledge. This confirms the assertions of Vila, Gonsalez, and Darcy [35] and Michopoulou [31] that information barriers are not only something people with disabilities encounter before travel but also during travel in their interaction with staff.

The UNWTO [16] argues that despite the increase in accessibility, there are still many barriers that make it difficult for people with disabilities to participate in tourism activities. This is also evidenced by the survey results, as the mean value of respondents’ answers is 2.5 on a scale of 1 to 5 (1 = low rank and 5 = high rank) when it comes to whether they feel they can go to a destination on an equal footing with people without disabilities.

Smith et al. [37] and Card, Cole, and Humphrey [25] argue that there are many external barriers that can limit the participation of people with disabilities in travel.

The survey shows that respondents experience a lack of accessibility when traveling in Italy. When respondents were asked whether they believed that the accessibility of the Italian tourism sector should be improved, 95% of the respondents felt that accessibility should be improved. Furthermore, in the open-ended questions of the survey, respondents highlighted their views on areas for improvement. Iwarsson and Stahl [38] state that accessibility can be seen in three dimensions: (1) access to the physical environment, (2) access to information, and (3) access to social contexts and activities. The survey results show that the respondents would like to improve both access to the physical environment by removing architectural barriers and access to information.

6. Conclusions

Although tourism for persons with disabilities is growing year by year, in terms of arrivals, it represents a challenge that has been missed in competitive positioning, especially with regard to the capacity to attract a minority share of tourist spending and to promote the deseasonalization of flows. Added to these elements of weakness is the inability to create a system due to the lack of multilevel planning.

This study investigating the way in which people with disabilities perceive their opportunities to travel in Italy and their suggestions regarding possible areas of improvement to increase accessibility in the Italian tourism industry will prove very useful for setting up coherent tourism planning policies oriented toward inclusion and accessibility for all.

The results of this study, when appropriately summarized, are hinged on the definition of strategic planning at different scales, which is crucial for rethinking the model of the territory itself, considering local factors. In fact, the results of the questionnaires distributed make it possible to reconstruct strengths and weaknesses in the image of the Italian tourist destination through the demand of persons with disabilities, with the identification of vulnerabilities and criticalities of the various Italian territorial tourism systems, in addition to challenges, opportunities, barriers, and various other factors that support the accessibility and usability of tourist and cultural activities for persons with disabilities.

This requires an integrated approach that includes the parameters of accessibility in tourism planning and territorial development policies, the overall identification and discussion of territorial values, and, consequently, communication strategies to describe them. By also identifying the parameters of accessibility as foundational to the construction of a complex tourism product, starting from the recognition of tourism as a central tool for transforming the territory, both as a consequence of the infrastructure in the perspective of accessibility for the purposes of tourist attractiveness and accessibility dynamics with relative impacts on territorial awareness, it will be possible to guarantee valid support for the planning and governance policies of sustainable tourism.