A Publication of Design for All Institute of India. September 2013 – Vol. 8 – No. 9 – Page 66 to 82. INCLUSIVE TOURISM: International Perspectives, Accessibility and Inclusion in the Brazilian Tourism. Regina Cohen – Pro-Access Group. Proarq/Fau/Ufrj – [email protected]. Federal University of Rio de Janeiro – Brazil.

By Ricardo Shimosakai. Bachelor in Tourism, a specialist in accessibility and inclusion in leisure and tourism, and Director of Tourism Adapted since 2004. Member of SATH, ENAT (international tourism organizations accessible) and ABNT Commissions Accessibility. Teacher in courses of Pos Graduation and MBA of Roberto Miranda School. Maintainer of Turismo Adaptado portal, creator of Hotel Accessibility Program, among other successful initiatives.

In most cases, the understanding of accessibility and inclusion for people with disabilities and reduced mobility is always related to physical structures and equipment. Of course they are all extremely important, but depending on your location or situation, can become secondary or even have no application. In tourism there are common segmentations to provide a more directed to a group of people with common interests and needs. So it is not considered discrimination a tourism company, such as a travel agency, which has specific tourism products for people with disabilities, just as there are already tour programs in Brazil for seniors, gays, among others, with a good acceptance by the consumer.

There should be no differences in treatment related to people with disabilities, so that they set up a discriminatory act, but we must understand and respect your needs and limitations. The application of universal design in the tourism market is still not a common practice. In local hosting, there are usually few accessible rooms, making it difficult good logistics for holding events or the formation of groups of tourists with disabilities. However, the need for an accessible room, for more space for movement and absence of architectural barriers, is related more to people with physical disabilities. People who use wheelchairs and with short stature, also need to be able to reach all kind of accessories or supplies, such as towels, switches, taps, among others. Mobile toilet chair is an equipment of great importance, particularly for people who cannot stand, and can also assist in using the toilet bowl.

The major difficulty for people with visual and hearing impairments is communication and that there are methods and appropriate equipment so that we can supply this need with quality. Returning to the setting of the hotel, features Braille for the blind as well as materials with large fonts and contrast, must be present in materials which give guidance for a good stay, as the directories of services, identification at the door of the rooms, menus, among others. Voice resources are also very useful in the elevators to get to a position where it is going, and the floors where the machine has stopped. Tactile maps give a more global, as well as tactile models, in many cases helping to reduce the exaggeration of the application of tactile flooring. Permission dog guide is regulated by law in many countries, and cannot be billed as a guest, but like any living being, have needs, and provide bowls for food and water, rugs to physiological needs are details that will demonstrate well meet, which is the essence of hospitality in tourism.

Deaf possessing only the understanding of sign language, an attendance of official language fluency, is the best solution. But there are already devices that do so online interpretation between sign language and spoken in both directions. Be attended by a person looks much more welcoming than having a conversation mediated through equipment, therefore not achieving fluency in sign language, you can learn the key questions and answers relating to that work environment. Vibrating alarm clocks and bells light are some of the equipment to help people with hearing loss, which are modular and can be installed and removed easily in any environment.

In all cases, it is necessary to think about accessibility with autonomy where resources are offered to the disabled person can understand and perform various actions independently. Many lifting platforms are driven exclusively by employees through keys. When this type of equipment requiring specific technical knowledge, justifies the need for the presence of someone trained to operate it, but however in many cases it is also possible to install a device similar to a lift, safe and easy to use by anyone.

There are trends needs and behaviors in each group of people with disabilities, but there are several factors that can influence the diversity of these needs. People that have nearly identical causes related to disability in their rehabilitation or even in daily practice may end up developing different methods to solve their difficulties. Therefore methods and equipment may be a trend but not a Rule. To satisfactorily meet all this diversity, it is first advisable to follow the trends of needs, so updated with the most modern solutions that are created, and focusing on the level of user satisfaction. For a further refinement in the level of quality of care, it is advisable to find out the particular needs of the guest with disabilities, in order to assist it within the possibilities. Some of them are well particular character, and responsibility of the guest, such as requiring the use of urethral probes for withdrawal of urine from the bladder, others do not fit the hotel meet as accessible transportation that serve the region. But have information about places that sell hospital supplies, companies that have accessible vehicles, and other information useful to a tourist with disabilities, is a way to show attention and attract and retain customers.

All of these issues mentioned so far were portrayed using a hotel as a backdrop, but most cases can also be applied in other situations and environments. Information is one of the essentials for success in tourism development, and therefore the importance of also owning accessibility. There are several tools that can make information accessible, such as Braille and sign language, previously mentioned. Currently, much of the information sought by the tourist is done over the internet.

Web accessibility techniques allow people with disabilities are able to have ease of navigation and a good understanding of virtual content.

The printed information contained in brochures and guidebooks, when they have some kind of indicator of accessibility, most of the time is doubtful and generic. Doubtful because many had done some classification of accessibility, but not really mastered it, then it is advisable for tourists to know the sources of such information, or check the professional experience that prepared. Generic because generally relates only to the person with physical disabilities, and often even more specifically to the user of the wheelchair, little thought in other types of disability or reduced mobility.

The information is also passed on traditional tourist information centers, usually located in strategic places of great movement of tourists. In addition to the accessibility to the site, which are sometimes small kiosks, should also think about the accessibility of the material distributed, and orientation past to the tourist with disabilities. Is usually only passed information of tourist interest, but without thinking about whether the site is suitable for the need of the person, which may end up making it difficult or even hindering the visit.

Another great reference of information is the tour guides who accompany tourists on tours. The information is passed verbally according to the progress of the visits, but there are few qualified professionals in this area to convey the information in sign language. It is also of great value, those who can pass the information to visually impaired people through a detailed verbal description called audio description, and care in complementary experiments exploring tactile, olfactory and sound.

Audio guides are a good option to provide greater detail to the visitors of museums and exhibition venues. The device may contain explanations in several languages, including audio description for the blind. The same apparatus has video capabilities; the benefit can be even greater, as the same may also include explanations, also in sign language. An interesting proposal is audio described tours for walks in open areas, which can be purchased over the Internet and used through the cell phone.

The signaling is important to identify any accessibility features. Aids in circulation, indicating specific locations of input and output, accessible ramps and elevators, the directional orientation of a local, distinguish from conventional accessible bathrooms, among other options that facilitate accessibility. Informative Braille plates, guidance tactile maps, tactile flooring directional and warning, are important signaling capabilities for people with visual impairments. All this information helps the disabled person in a better use of your ride, because when there is no adequate signage, a person with disability can lose a lot of time looking where the hits and the person are with visual impairment trouble finding the best way. There are interesting initiatives, such as the city of Curitiba, in southern Brazil, which implemented posts with Braille signs, informing street name, street number on their court, and name of neighborhood.

Currently, many technologies have facilitated the accessibility to different types of disabilities. For example, the magnetic ring, which consists of the installation of a ring of magnetic induction to facilitate the conditions for listening to people with hearing difficulties, users of hearing aids. There are also similar devices to a laptop with webcam, connected to an internet network, giving conditions to perform an online sign language interpretation between the deaf and the listener. An application available for mobile phones can be identified in voice currencies from twenty countries, assisting visually impaired people when carrying out financial transactions.

Similar applications are also able to recognize objects, places and even colors. Some global positioning systems, in addition to locating an address and chart a course, can also pass a voice description of the way during the course of the journey, being previously selected for use on paths on foot or by bus. To endure a full day tour walking, wheelchair users can use a motorized device that attached to the back of the chair functions as a kind of autopilot, which takes the speed dictated at the first impulse of the wheelchair.

The accessible tourism offers a wide variety of opportunities, and often auxiliary equipment that give conditions for a person with disabilities perform the activities, need not be something as technological. We have a clear example in nature tourism and adventure. A touristic complex of the city of Socorro in Brazil, which performs various adventure activities, adapted equipment zip line, to attend people with quadriplegia. The conventional system uses string and tape set to the legs and waist of the person, but you need to hold hands to not get upside down. So if a species has adapted seat, similar to the harness used in Para gliders, where even a person without any movement, can sit with stability, comfort and safety. A curious fact occurred after the beginning of the use of such equipment. Other customers without disabilities, noting the comfort and practicality of this new equipment, began to question whether they could also use it. The result is that the park ended up having to put more equipment like this to attend the innumerous requests, an example of inclusion, and equipment with a universal design. However, another challenge would arise when a person who visited the site, and failed to perform the activity because she could not sit because his disability allowed only get sound body erect. Another solution has been designed, and created the flying zip line, where the person stays lying on her stomach goes into a kind of canvas stretcher, which became a new option, and well appreciated by all.

Adventure activities must always be linked to the issue of security. No major problems to conduct such kind of activity provided it complies strictly with all safety standards. Usually before starting the activity, instructions are passed to their achievement and that nothing goes wrong. So should ensure that this information is understood, using the means of communication needed, be it through words, written or sign language.

Anhumas Abyss, located 23 kilometers from the city of Bonito, one reference in the Brazilian accessible ecotourism

But security is not something that should be present only in places and situations where you have a prior notion of danger, after all accidents can happen in the most unexpected places. So security systems must be present and accessible way, in all establishments, especially those who tend to attract a large number of people and that included tourist places, cultural and sporting. Emergency exits and escape route accessible and signposted, emergency alarms sound for the visually impaired and bright for hearing impaired. For people with limited mobility, there is an adapted chair that slides down the steps of the stairs with the help of a qualified person for this maneuver, facilitating the evacuation of buildings. In many countries, it is also regulated the installation of an alarm in accessible bathrooms to the disabled person can ask for help in case of need.

Where the concentration of people is very large, such as the Maracana Stadium, with a capacity of approximately 79,000 spectators and 72,500 people behaving Sambodromo, both located in the city of Rio de Janeiro, it needs a different security policy, with staff security, police, fireman, medical and strategies for dealing with large-scale riots, normal in case of a dangerous situation in places like this. In moments of panic, desperation takes hold of people and people with disabilities and reduced mobility end up getting most vulnerable and disadvantaged in case they need to escape. The loading and unloading of any means of transport should be done through appropriate equipment and trained staff, when necessary. Some places still use the archaic method of charging the person in his arms through the stairs, but that beyond embarrassing, it can also be extremely dangerous if not applied a specific technique and very well trained.

 Around the world found a number of accessibility solutions in transport, but there are still too many problems. In air transport, sometimes there are conflicts between the differences of norms relating to passengers with disabilities established between the country of origin and destination. A real case for this situation was a Brazilian blind tourist, who had trouble boarding her guide dog bound for Chile. The Chilean airline required that the guide dog used a noseband that item is not required by Brazilian law. Some airports have a special service for care of people with disabilities and reduced mobility, which provides a service much more hospitable and safe.

It is important that the airport has a structure accessible, such as interconnecting walkways between boarding lounges and aircraft, called “fingers”. But the small size airports do not have this structure, and even the large cannot manage the huge flow of aircraft to attend the passengers. So are conducted remote loading and unloading, where the aircraft park on the runway, and the passengers have access via a ladder. For people with limited mobility, is indicated using a car lift called “ambulift”, and some sites make use of a more compact motorized equipment that attaches to the wheelchair, and operated by a trained employee climbs the stairs. Most aircraft have dimensions too narrow to move a wheelchair, so it is necessary to assume another type of operation to accommodate passengers with limited mobility in armchair plane.

On domestic flights, usually this is accommodated in the first passenger seats that are near the door, and transfer to the seat of the plane always done with the help of the crew manuals techniques. On international flights, depending on the class in which the passenger made your reservation, the distance between the seat and the door can be greater. At the front of the aircraft are the seats of the first class, and then the economy class. To accomplish this shift longer it is used a deck chair, narrower to be able to pass in the halls, aided by the crew. This same equipment is used when one wishes to use the bathroom, only operation available in large aircraft for international flights. Motorized chairs are electrically powered by a battery, and depending on the model of this object, it is forbidden to board. Batteries are flammable liquid, and hence present a danger in flight, but there are also gel batteries that are sealed and secure. Before traveling, the wheelchair user should make sure that you are embarking on any equipment within the aviation regulations. In this case, it is advisable to carry a document certifying that the battery model, not to have to face problems at check-in. Any wheelchair is considered item of personal necessity, often dispatched as luggage without charging any kind of fee.

Taxis are also a transportation alternative, and we can find accessible versions of taxi in many parts of the world. The traditional models of the London taxi, has seats and tippers ramps to allow access for a wheelchair. Even the famous Yellow Cab New York also have accessible models, besides the Water Taxi in Venice, which has a platform installed on the boat, to transfer the user’s wheelchair from pier to its interior. But the capacity of the vehicles used for taxi, is only one wheelchair, and if necessary accommodates more than a wheelchair or even more space, then it is advisable to call another type of private transportation as models of vans.

Public transport is the essence for the movement of a city, and an option for those who want to make a trip more economical, discovering the particular destination. Rail transport such as trains and subways, are quick to not face traffic problems. The underground city of São Paulo is one of the most accessible in the world, having elevators or platforms in almost all seasons. Employees are trained to lead people with disabilities and to assist them in boarding and disembarking. Wagons with spaces for wheelchairs sound and light signaling stations and tactile orientation on the ground. Will soon be installed totems of information for people with disabilities, communication through voice and some with video screen and camera to communicate with deaf sign language users?

In relation to the trains, many stations offer a support service similar to that practiced in airports. Depending on the model train, can meet all or no access, so it is important to make a consultation. Some trains with sleeping car have a very small space, not only in the cabin, which sleeps 4 in beds top and bottom similar to a bunk bed, but also the corridors are so narrow that it is impossible to pass a wheelchair. For most trains help is needed for shipment, because they have a small access stairs, then the mobile station platforms are used.

Blind groping tactile map in one of the subway stations of São Paulo

But there are also models with free access from the entrance, with space for a wheelchair with locking system, accessible toilets and catering.

The water transport has its peculiarities. A major problem, especially for small boats, is to deal with the gap between the pier and the boat. For long distances without stops, it is essential that there is an accessible toilet. The large ships such as cruise do not have as main objective to transport, but also can be used as such. There are cruise lines very well structured, with internal and external accessible cabins, lifts to transfer the pools, Casinos with accessibility features, and auxiliary equipment for people with visual and hearing impairments. In some countries there is also a support service, which carries out the transportation to the port, rents wheelchair manual and motorized, hemodialysis equipment, and other complementary services.

Among the transport on wheels, still have the buses, urban or road. Urban buses serve the local transport, with displacements in short time, so we also need flexibility in loading and unloading. Some buses have accessibility platforms, activated by the driver. The problem with this solution is the cost of equipment, related to the acquisition and maintenance, the need for technical knowledge for handling, and the delay in its operation. More practical solutions are low-floor buses with ramps tippers, adopted in the city of São Paulo. Mixtures of technology and practicality can be found on buses in New York and London, where the ramps are electronically operated by the driver for a simple system. In Curitiba, there are dedicated lanes for buses which were built elevated boarding platforms equipped with elevators, where all passengers pay their passage to access them. Then park the bus with the door at the platform level, being only necessary to enter, without loss of time that usually occurs at the time of payment inside the vehicle, especially when there is a large flow of people. Road buses are generally used for long journeys, with more comfortable seats. This type of transport, the ideal is to have an automotive lift, suitable for buses, and internal space for wheelchairs and locking system. Some models have removable seating, withdrawn in accordance with demand and can hold up to 9 wheelchairs. The important thing is to have the middle of the path, stops in places accessible to the bathroom, food or other necessity.

But to have a truly accessible and inclusive tourism, not everything is equipment and structures accessible. The way we treat people, the attention given to be an unforgettable experience, is a very strong concept in tourism, known as hospitality. Of course there are items common to all to show hospitality, how to be polite, helpful, and communicative, among others, but it also needs to be adapted to people with disabilities. Many people have a very great feeling to help people with any type of difficulty. Helping a disabled person can be a hospitable attitude, but in some cases can cause a nuisance or even cause a dangerous situation. Some like to be helped, feel more comfortable and enjoy that kind of attention, but others prefer to do things independently, upset and feel offended by the offer of aid, especially when this is done pushy or without notice. Therefore, it is important to first ask the person if he wants some help, and then ask how to help, because sometimes there is only purpose, without the knowledge of how to do it. A simple push of a wheelchair can cause an accident because it takes skill to conduct it, depending on location. So too should be done for people with visual impairment, which should not be pulling the person, but let it hold so it can be conducted.

People with disabilities have reached the number of 1 billion worldwide, according to WHO (World Health Organization). The United States is generating approximately US$ 14 billion per year only by accessible tourism, according to a study of SATH (Society for Accessible Travel and Hospitality). 2.7 million Tickets were sold in the Paralympics in London. Given these numbers, it is difficult to argue that investing in accessibility and inclusion is a bad business, and are a minority of the consuming public. Provide opportunities for this segment, it is actually increasing the range, increasing service capacity, and is proportional return, both financially and in satisfaction.

It is extremely important that there is accessibility to tourist attractions such as museums, theaters, parks and other places of interest, after all no use having access conditions throughout the structure mentioned above, if the soul’s journey is not appropriate, which are local be visited. The Pinacoteca de São Paulo offers to visitors the ‘Education Program for Special Public’, leading a disabled person to visit the museum. There is a gallery in the museum tactile, with sculptures that can be touched, a journey guided by a tactile map and audio guide. At the sitting of frames, the monitor displays reproductions model of which is shown in some tables, and in the case of portrait of people make the characterization with pieces of clothing and accessories alike. The Louvre museum, by its enormous size, offers orientation guides printed in several languages, and a special indicating accessible routes and other in Braille.

The space reserved for wheelchairs, theaters, cinemas, auditoriums and stadiums should be interspersed with seats for companions, located at different points, and with access to different classifications of sectors such as bleachers, box seats, VIP area and other different spaces. Brazilian deaf people lead a campaign called “Legend for those who do not listen, but gets emotional,” where fighting for the right to the legend in domestic films. Generally the caption is placed only in foreign films, leaving aside an important resource for people with hearing loss to understand the film.

Beyond all standards of accessibility and assistive technology, a good direct care, made by people, is what gives soul to tourism, what we call hospitality. A restaurant must have Braille menus, but a waiter, can better describe the dishes, and answers specific questions besides giving suggestions. Printed materials such as travel guides, show roadmaps and tourist attractions, but if you have information accessibility, it is often very superficial. A tour guide, tourism professionals who are accompanying the tour, guiding and passing information, know better where the accessibility features in visitation points and path are. Can also assist in conducting of a tourist with disabilities, and to make the function a printed guide hardly have conditions such as passing information from the tour with audio description and sign language. The warmth that involves a personal attendance is irreplaceable, otherwise operations check-in and check-out at hotels and airports already have been replaced by a ompletely automated system.