accessibility tourism means

What is Accessible Tourism and Why is it So Important?

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Accessible tourism is an integral part of implementing sustainable tourism. When most people hear the term ‘accessible tourism’, they immediately think of disabled people and things such as audio devices for the blind and ramps for those in wheelchairs. Yes, this is an important part of accessible tourism, BUT accessible tourism is actually MUCH more than this!

Accessible tourism is about providing access to tourism for people from all walks of life and all kinds of backgrounds- provision for disabled people makes up just one fragment of this.

This article sets out to cover the broad spectrum of areas that are encompassed within the concept of accessible tourism. I will explain what accessible tourism is, provide some definitions of accessible tourism and then I will discuss at length the factors influencing accessible tourism.

What is accessible tourism?

Definitions of accessible tourism, why is accessible tourism important, factors influencing access to tourism, disposable income, cost of travel, cost of tourism, cost of living, exchange rate, available leisure time, nature of employment, stage of life, social environment, access to transport , cultural attitude, images of destination, perception of destination, familiarity with destination, uncertainty over future, political stability, disease , natural disaster, social conditions , economic conditions, level of development, government attitude to tourism, laws or restrictions, availability of resources for tourism, attractions , mega-events, marketing and promotion, technology , startegies to implement accessible tourism, accessible tourism: conclusion, further reading on accessible tourism.

Accessibility in tourism is a social right- everyone should have access regardless of where they come from, their age, their gender, any disabilities they may have, hope much money they earn etc.

Also sometimes referred to as ‘ tourism for all ‘, accessible tourism is closely aligned with the principles of sustainable tourism . In order for an organisation to be sustainable, it should provide access opportunities for all.

Accessible tourism provides opportunities for all types of people to take part in tourism activities.

People’s needs vary considerably- while one person may have a physical disability, another person may be financially disadvantaged or may not have access to the technology required to organise their trip.

By ensuring there is accessible tourism, destinations are enhancing their business prospects by attracting a wider range of tourists than they may otherwise achieve.

Accessible tourism involves a collaborative process among all stakeholders in tourism including Governments, international agencies, tour-operators and tourists themselves.

There are many things to consider when planning for accessible tourism, such as accessing information, travel arrangements to the destination, local transportation, accommodation, shopping, and hospitality.

There is no universally agreed and approved definition of the term accessible tourism, which perhaps contributes to the lack of clarity that many people have in understanding what constitutes accessible tourism.

The concept of accessible tourism has evolved considerably throughout recent years. This is largely because society has become more aware and more inclusive. This has resulted in discussions about accessibility coming to the forefront amongst tourism stakeholders.

Below I have outlined some of the commonly noted definitions, however, it is important to remember that the concept is likely to continue to evolve further and that the term be need to be ‘redefined’ as necessary.

Accessible tourism (also known as access tourism, ‘universal tourism’, ‘inclusive tourism’ and in some countries such as in Japan ‘barrier-free tourism’) is tourism and travel that is accessible to all people, with disabilities or not, including those with mobility, hearing, sight, cognitive, or intellectual and psychosocial disabilities, older persons and those with temporary disabilities”  ( Takayama Declaration – Appendix, UNESCAP, 2009 ). 

‘Accessible tourism refers to tourism that caters to the needs of a full range of consumers including persons with disabilities, older persons and cross-generational families. It entails removal of attitudinal and institutional barriers in society, and encompasses accessibility in the physical environment, in transportation, information and communications and other facilities and services. It encompasses publicly and privately owned tourist locations.’ ( Takayama City and UNESCAP Conference – Press Release – Takayama, 2009 )

‘Accessible tourism is a process of enabling people with disabilities and seniors to function independently and with equity and dignity through the delivery of universal tourism products, services and environments. The definition is inclusive of the mobility, vision, hearing and cognitive dimensions of access.’ (Darcy, 2006)

‘ Accessible tourism enables people with access requirements, including mobility, vision, hearing and cognitive dimensions of access, to function independently and with equity and dignity through the delivery of universally designed tourism products, services and environments. This definition is inclusive of all people including those travelling with children in prams, people with disabilities and seniors’. (Darcy & Dickson, 2009)

More posts that may interest you- – Types of tourism: A glossary – Everything you need to know about sustainable tourism – Enclave tourism: An explanation – The structure of the tourism industry – What is the sharing economy and how does impact travel and tourism?

Accessible tourism is not just about people with disabilities, it is about everyone.

Accessibility is a central element of any responsible and sustainable development policy , both in the context of tourism and in other areas.

Accessible tourism is important because accessibility is a human right and an important business opportunity. By ensuring that tourism is accessible, there is more scope for business development for individuals and from a top-down perspective.

In order to ensure that accessible tourism is developed in a sustainable manner, tourism stakeholders must develop policies and practices aimed at achieving inclusivity, avoiding practices that include preferential or segregated treatment.

There are many factors that may influence a person’s access to tourism. In order for tourism to be developed and managed in a sustainable way, these factors should be taken into consideration at the planning stage and throughout implementation.

Accessible tourism: Economic factors

There are many economic reasons that tourism may not be accessible for some people. I will outline some of the major economic factors below.

Travel and tourism is considered a luxury in that it is not essential to maintain life. As a result, when a person does not have much disposable (or ‘extra’) income, the first thing to suffer is often their holidays.

During times of financial hardship, such as an economic recession, the tourism industry is one of the first areas to suffer.

Therefore, disposable income is a key contributor to the travel and tourism industry.

A key contributor to accessible tourism is price. If the price of travel is too high, many people will not be able to access it.

The tourism industry really took off with the growth of the low cost carrier . Reductions in the price of flights, coupled with growing route networks, made travel and tourism more accessible.

But it’s not just about the cost of travelling to a destination. The price of tourism facilities in the destination is also a key factor in attaining accessible tourism.

If hotels and tourist attractions are very expensive, this will likely mean that many people will not be able to access the tourism industry in this area.

The cost of living in both the tourism traveller region and the tourism destination region (for more on this see my post on Leiper’s tourism system ) can have a significant impact on accessible tourism.

If the cost of living is high in either area, tourists may not be able to financially access tourism.

Exchange rates are particularly important in international tourism .

Tourists who are based in a country with a strong currency (such as the UK, the USA, Australia ) are naturally at an economic advantage over tourists who live in countries with weaker countries.

This is because their money goes further when they travel abroad, particularly if they choose to travel to a destination with a currency that is weaker than the currency used in their home country.

Accessible tourism: Social factors

There are also many social factors that contribute to accessible tourism. I will introduce you to these below.

Accessible tourism is dependant on whether a person has the free time to spend on tourism.

Many countries around the world now offer their employees paid leave each year. This has resulted in a growth in tourism because people have more available leisure time.

Whether you have a lot of time to spend on travel and tourism or not can be dependant on the type of employment that you have.

For me, one of the reasons that I work in education is so that I have lots of free leisure time to travel!

However, some jobs do not offer such flexibility and may offer reduced leisure time.

A person’s physical ability to take part in tourism is a key contributor to accessible tourism.

This includes physical disabilities, illnesses and health that is effected by age.

There are many things that tourism stakeholders can do to ensure that tourism is accessible such as providing ramps for people who are in wheelchairs, brail cards for the blind and lifts for those who find stairs challenging.

Accessible tourism should enable people to access tourism no matter what stage of life they are in. This means that there should be facilities for young children, such as ramps of buggies, as well as facilities for the elderly.

Tourism destinations should try to differentiate the products that they have on offer to cater for people of all ages.

Education may have an impact on how accessible tourism is for a person.

For example, it has been a long debated topic about whether students should be allowed to take holidays during the school term. Prices invariably rise as soon as school breaks up, meaning that some families can no longer afford the tourism products that are on offer.

Different people come from different social environments and this should not make tourism any more or less accessible.

A social environment could be centred around a particular culture or religion, for example.

It could also be related to particular hobbies and interests.

Some people have more access to transport than others. This is commonly noted when comparing city living to rural living. In towns and cities there is typically a wider range of transport options than in rural areas.

In fact, transport accessibility is one of the greatest challenges that the rural tourism industry faces.

Psychological factors

Psychological factors also play a significant role in accessible tourism. Here is a summary:

If a person is not motivated to visit a certain area, they probably won’t- it’s as simple as that!

A person’s cultural attitude can be an important factor in accessible tourism.

For example, people want to feel that their culture will be treated with respect.

Some people think they are superior or inferior to others, and if this is the case then they may not wish to travel to a particular area in which they hold this view.

The image of a destination is a key factor in determining if a person may be likely to visit.

Many of us want to visit Thailand because of the many images of exotic beaches that we can see, for example.

However, some people may not want to travel to Thailand because they perceive it to be a bad country because of the poverty levels or because of sex tourism in Thailand .

This demonstrates that perception also plays a key role in accessible tourism.

Many people prefer to travel to a destination because they are familiar with it.

This may be because they have travelled to said destination before, or it may be because they have seen their favourite influencer talk about it on Instagram .

Familiarity with a destination can be a motivational factor.

Sometimes tourists feel that they have a ‘connection’ to a place.

In some instances this may be a physical connection- a family member may live there or the tourist may have a strong history in the area.

In other cases tourists may feel that they have a psychological connection with a place. They may affiliate with the culture or the ‘feel’ of the place.

Whilst for some people, distance is no issue, other people prefer to stay closer to home.

And some people prefer not to travel to particular areas or using particular modes of transport because of fear.

A person made be afraid of flying, for example.

Another factor that can influence accessible tourism is uncertainty that a person may have in their future.

Many people may not want to go on holiday if they have worries over aspects such as their job security or money.

The 2020 Coronavirus pandemic has demonstrated more than ever that people are nervous to travel when there are political, economic and health uncertainties.

Broader factors (macro-determinants)

Alongside the environmental, social and economic factors that influence accessible tourism, there are also several macro-determinants which can play a key role. Some examples include:

Destinations that are experiencing or that have recently experience terrorist attacks are unlikely to be accessible tourism destinations.

e.g. New York after the 9/11 attacks, Tunisia after the shootings in 2015, Bali after the bombing in 2002.

Areas that have ongoing war are also unlikely to be accessible tourism destinations.

One exception is Israel. Israel continues to welcome tourists, despite ongoing feuds with Palestine. I watched rockets being shot out of then sky when I was there, it was pretty scary. You can read all about that here.

Destinations that are experiencing political instability are not likely to welcome tourists with open arms.

They also often receive a lot of negative media attention, which can impact tourist motivations to travel to the area in the near future.

e.g. Thailand Bangkok riots in 2018, Egyptian revolution in 2011.

If a person does not feel safe and secure in a destination, they may not feel that it is accessible.

There are many parts of Africa and Central America that revive fewer visitors for this reason.

Many tourists will avoid travelling to areas that have disease.

This has never been more prevalent than the 2020 Coronavirus pandemic, which has a devastating impact on the tourism industry.

Natural disasters often hit tourist destinations hard.

The 2001 tsunami, the Nepalese earthquake in 2015 and Hurricane Katrina in the USA in 2005 all had terrible consequences for the tourism sector.

Many people do not want to be faced with particular social conditions when they go on holiday.

This may be things such as poverty, gun crime or smoking.

Many tourists do not want to experience tourism in poor areas.

The economic conditions here mean that accessible tourism is not achieved.

Other people are influenced by levels of development.

Many less economically developed countries do not experience the same levels of tourism is Western nations because of their inferior levels of development.

This include aspects such as an underdeveloped airport or road infrastructure.

In some parts of the world the Government may not have a favourable attitude towards tourism.

There could be a lot of corruption, for example. Or there could be high taxes on tourism activities.

Some people choose not to travel to particular areas because of the laws or restrictions placed upon them.

A common example of this is people who are in same-sex relationships who wish to visit destinations in The Middle East. Rules and punishments for same-sex relationships shown in public can be severe; making tourism inaccessible for some.

Some areas are not accessible destinations because they lack the sources required for tourism.

Perhaps the area does not have a well developed road infrastructure or enough water to fill the hotel swimming pool, for example.

Attractions can be a big draw to a destinations for tourists. Likewise, a lack of attractions may put tourists off.

Mega-events can often result in overtourism and congestion.

Mega-events could be the reason a person visits the area, but it could also put a person off visiting.

In order for accessible tourism to be achieved, all types of visitors should be made aware of what is on offer.

This is where good marketing and promotion come in.

Lastly, technology can have a significant influence on whether accessible tourism is achieved or not.

Nowadays, many people will rely on technology for research purposes and to book the components of their holiday .

Therefore, those who do not have adequate access to such technology may be disadvantaged.

There are many strategies that tourism destinations and organisations can use to implement accessible tourism. This includes:

• Encouraging policies and actions to support social tourism at all levels
• Ensuring universal adherence to workers’ leave entitlement, safeguarding this aspect of social security guaranteed by the European social model 
• Designing and adapting tourism facilities and sites to meet physical disability needs
• Improving information relevant to disabled people and under-privileged groups 
• Encouraging a broad price range in tourism facilities and experiences 
• Pursuing specific schemes to facilitate and encourage holiday-taking by people on low incomes, such as the holiday voucher systems run in some countries based on tax incentives and involving governments and operators
• Having effective marketing and promotion strategies

Accessible tourism is not a luxury, it is a right. Everybody should have access to tourism.

In order for tourism to be sustainable, it should do its upmost to development and implement accessible tourism where possible. This will inevitably have positive outcomes for the overall business development. As I have explained in this article, the three keys areas of the environment, economy and society should be considered when planning for accessible tourism.

To learn more about accessible tourism, I suggest that you consult the texts listed below.

• Accessible Tourism: Concepts and Issues – This book sets out to explore and document the current theoretical approaches, foundations and issues in the study of accessible tourism.
• Best Practice in Accessible Tourism: Inclusion, Disability, Ageing Population and Tourism – It brings together global expertise in planning, design and management to inform and stimulate providers of travel, transport, accommodation, leisure and tourism services to serve guests with disabilities, seniors and the wider markets that require good accessibility. 

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• Content Type F.A.Q.
• Published At 01/01/2010

What is "Accessible Tourism"?

There is no single, universally accepted definition of "accessible tourism". Here we refer to some of the ways in which the term is defined and used. The concept is certain to evolve as it is applied in more and more contexts around the world. 

- “Accessible Tourism” (also known as “Access Tourism”, “Universal Tourism”, “Inclusive Tourism” and in some countries such as in Japan “Barrier-free Tourism”) is tourism and travel that is accessible to all people, with disabilities or not, including those with mobility, hearing, sight, cognitive, or intellectual and psychosocial disabilities, older persons and those with temporary disabilities"  ( Takayama Declaration - Appendix, UNESCAP, 2009 ). 

- " 'Accessible Tourism' refers to tourism that caters to the needs of a full range of consumers including persons with disabilities, older persons and cross-generational families. It entails removal of attitudinal and institutional barriers in society, and encompasses accessibility in the physical environment, in transportation, information and communications and other facilities and services. It encompasses publicly and privately owned tourist locations." ( Takayama City and UNESCAP Conference - Press Release - Takayama, 2009 )

- "Accessible tourism is the ongoing endeavour to ensure tourist destinations, products and services are accessible to all people, regardless of their physical limitations, disabilities or age. It encompasses publicly and privately owned tourist locations. The improvements not only benefit those with permanent physical disabilities, but also parents with small children, elderly travellers, people with temporary injuries such as a broken leg, as well as their travel companions." ( Accessible Tourism on Wikipedia - downloaded 1 January 2010).

- ...a process of enabling people with disabilities and seniors to function independently and with equity and dignity through the delivery of universal tourism products, services and environments. The definition is inclusive of the mobility, vision, hearing and cognitive dimensions of access (Darcy, 2006, p. 6). Darcy, S. (2006). Setting a Research Agenda for Accessible Tourism. In C. Cooper, T. D. LacY & L. Jago (Eds.), STCRC Technical Report Seriespp. 48). Available from http://www.crctourism.com.au/BookShop/BookDetail.aspx?d=473

- ...Accessible tourism enables people with access requirements, including mobility, vision, hearing and cognitive dimensions of access, to function independently and with equity and dignity through the delivery of universally designed tourism products, services and environments. This definition is inclusive of all people including those travelling with children in prams, people with disabilities and seniors (Darcy & Dickson, 2009, p. 34). Reference : Darcy, S., & Dickson, T. (2009). A Whole-of-Life Approach to Tourism: The Case for Accessible Tourism Experiences. Journal of Hospitality and Tourism Management, 16(1), 32-44.

- ...When people hear the word “accessible” attached to tourism they think they have a pretty good idea what that means. And there is the problem. Almost everybody thinks they know what it means but, since it has never been fully defined, almost everybody has invented their own personal definition. That is a recipe for disaster. If travellers and the industry have no common language, then imagine how frequent disappointment and disputes will become? If hotel owners and construction teams have no way to describe the solutions they want designed and built, then how likely is either side to be satisfied with the result? Reference: Dr. Scott Rains' slide presentation on "What is Inclusive Tourism?"     (Note: Increase the slide presentation to full screen for easier reading. Unfortunately, the text transcript below the slideshow is jumbled up). 

Further definitions and uses of the term may be added to this page.

Readers may send their comments or additional definitions to ENAT via the Contact Page .

Accessibility in Tourism: challenges and opportunities

Globally the WHO estimates that 15% of the population has some kind of need for accessibility assistance. For these people, accessible space is essential to be able to carry out daily activities including their leisure time. Also, many people have some temporary difficulty such as pregnant women, recovering from an accident, children, etc. The progressive ageing of the population associated with a longer life expectancy in developed countries also is causing an increase in the number of people with reduced mobility.

The importance of accessible tourism

“Accessible tourism” enables people with access limitations in mobility, vision, hearing and cognitive dimensions to function independently and with equity and dignity by delivering universally designed tourism products, services and environments (Darcy and Dickson, n.d.) . According to the European Network for Accessible Tourism (ENAT, n.d.) accessible tourism includes:

• Barrier-free destinations: infrastructure and facilities.
• Transport: by air, land and sea, suitable for all users.
• High-quality services: delivered by trained staff.
• Activities, exhibitions, attractions: allowing everyone to participate in tourism.
• Marketing, reservation systems, websites and services: information accessible to all.

70% of Europeans with disabilities have physical and economic possibilities to travel, this is equivalent to 58.115.778 potential visitors only in the European Union. In the case of Germany, people with physical disabilities spend a total of about 5 billion euros each year on travel, although the number of trips has been reduced due to the lack of accessibility in tourist areas in Europe. In America, specifically in the United States, people with motor disabilities spend about 11,212.90 dollars on travel each year (González, 2014) .

Europe and the United States of America are home to most of the specialized travel agents in this field of providing accessible tourism. However, companies around the world are beginning to appear as a result of a growing need, driven by high-end tourism and due to increased life expectancy in developed countries.

With the growth of the Internet, online travel planning is also becoming more common, leading to an increase in online accessibility maps. As an example, starting in 2016, Lonely Planet began offering accessible online resources by country.

Accessibility and reduced mobility are on the agenda

In the last twenty years, accessible tourism has become a priority for both public and private initiatives in different countries through laws protecting the right to accessibility for people with disabilities.

In the year 2016, the theme of the UNWTO International Tourism Day was “Tourism for All”. The website of this organization refers to the fact that accessibility is not only focused on the elderly, families of limited resources or workers. It also promotes the opportunity for recreation and rest for people with some kind of disability (UNWTO, 2016).

“Governments and the private sector should view the potential for inclusion of 15-17% of the population as an untapped market, as a sound investment in social inclusion – something that could benefit large swathes of the population,” says Charlotte V. McClain-Nhlapo, Global Disability Advisor at the World Bank.

A consistent supply of accessible tourism requires a combination of integrated public and private services, providing reliable and up-to-date information to both residents and tourists. It also requires adequate means of transport and the necessary protection to ensure the safety of all.

Integrating digital, social and sustainable skills in a tourism accessibility strategy

With persons being at the heart of all tourism services, their awareness about the topic, knowledge and necessary skills are critical for successful implementation.

The human element is and will be a key factor in any adapted tourism product design because the levels of attention and care required by these groups must be highly personalised. Social skills (empathy, communication, assertiveness, etc.) are essential in accessible tourism since most of these people will require direct accompaniment or help in carrying out many leisure activities.

The technological revolution with the appearance of internet, robotics, virtual or augmented reality, big data, provides new opportunities to improve the accessible tourist experience in services  and destinations. Providing human resources with the necessary digital skills will favour a better adaptation of these services to the real and specific needs and the different types and levels of disability or reduced mobility.

The level of demand regarding the adaptation of facilities and equipment in accessible tourism is high. A strategy of “inclusion” of groups of people with disabilities results in a greater degree of sustainability of the initiatives. In such a “global” concept, the versatility and adaptability of the tourist offer are perfectly complemented by the fulfilment of environmental criteria and integration in the territory and the local population.

NTG is seeking greater integration of these competencies in the future design of training itineraries, which increasingly need to take into account accessibility requirements.

Practical problems and how to solve them

Specific problems encountered by travelers or tourists with disabilities include:

• Inaccessible or only partially accessible websites
• The lack of wheelchair accessible vehicles
• The lack of well-adapted hotel rooms
• Lack of professional staff capable of dealing with accessibility issues
• Lack of reliable information on the level of accessibility of a specific attraction
• Lack of accessible restaurants, bars and other facilities
• The lack of adapted bathrooms in restaurants and public places
• Inaccessible streets and sidewalks
• The lack of technical aids and equipment for the disabled, such as wheelchairs, bathing chairs and public toilets

Public institutions and the private tourism sector are already working in many cases in a coordinated manner to try to gradually solve these limitations.

EU countries have incorporated minimum accessibility criteria and requirements in the regulations governing public and private buildings and spaces. Tourism regulations establish a series of minimum requirements in terms of accessibility such as, for example, the obligatory of access without architectural barriers in entrances and common areas, the requirement for lifts, adapted public and private toilets, etc.

In some countries, private or mixed initiatives for the enjoyment of tourist services and activities by the disabled have been implemented. They refer to the creation of accessibility standards according to the type of disability, or the definition of labels or certifications of accessible tourism services or destinations. Here are some practical examples of best practice, guidelines and resources to support tourism businesses:

• UK national accessible scheme for tourism
• Manuals on recommendations of adaptations for accessible tourism offer; e.g this one elaborated by Predif the State Representative Platform for People with Physical Disabilities
• Guides of accessible tourist resources on Greenways
• Companies whose product is focused on inclusive tourism. They provide their facilities and equipment with high levels of accessibility and take care of specific training and qualification of their workers many of whom have some degree of disability. E.g. Ilunion Hotels (Spain)

Eurogites is working now on this topic. The project Access IT (INNOVATION FOR ACCESSIBLE TOURISM IN NATURAL AND RURAL AREAS) supports the capacity of EU tourism SMEs operating in nature and rural areas to bridge accessibility gaps through stakeholder co-design of innovative solutions for tourism products for customers with specific access requirements. For more info click here .

Francisco Javier Cansinos Cabello

Inhouse consultant

• Accessible tourism: a reflection from the public and private sectors.

Erika Cruz Coria[a], Carlos Ignacio Patiño Tejada[b]

• https://www.hisour.com/es/accessible-tourism-38586/
• https://www.bancomundial.org/es/news/feature/2018/02/19/turismo-accesible-destinos

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Accessible Tourism for All

Globally, it is estimated that there are over 1 billion persons with disabilities, as well as more than 2 billion people, such as spouses, children and caregivers of persons with disabilities, representing almost a third of the world’s population, are directly affected by disability. While this signifies a huge potential market for travel and tourism, it still remains vastly under-served due to inaccessible travel and tourism facilities and services, as well as discriminatory policies and practices.

What is accessible tourism?

Accessible tourism enables all people to participate in and enjoy tourism experiences. More people have access needs, whether or not related to a physical condition. For example, older and less mobile people have access needs, which can become a huge obstacle when traveling or touring. Thus, accessible tourism is the ongoing endeavour to ensure tourist destinations, products and services are accessible to all people, regardless of their physical limitations, disabilities or age. This inludes publicly and privately owned tourist locations, facilities and services.

Accessible tourism involves a collaborative process among all stakeholders, Governments, international agencies, tour-operators and end-users, including persons with disabilities and their organizations (DPOs). A successful tourism product requires effective partnerships and cooperation across many sectors at the national, regional and international levels. From idea to implementation, a single destination visit normally involves many factors, including accessing information, long-distance travel of various sorts, local transportation, accommodation, shopping, and dining. The impact of accessible tourism thus goes beyond the tourist beneficiaries to the wider society, engraining accessibility into the social and economic values of society. International action and normative frameworks

The  UN Convention on the Rights of Persons with Disabilities  (CRPD) was adopted by the UN General Assembly in December 2006. CRPD Article 9 on Accessibility calls for State Parties to take appropriate measures to ensure that persons with disabilities have equal access to the physical environment, information, transportation and other facilities and services open or provided to the public. It also calls for the elimination of obstacles and barriers to accessibility, including all transportation and facilities. Furthermore, Article 30 on Participation in cultural life, recreation, leisure and sport also calls for State Parties to ensure that persons with disabilities enjoy the benefits of tourism.

At the 2013, historic UN High-level Meeting on Disability and Development, which included several Heads of State, the link of disability and development was discussed and the meeting called for enhanced action to mainstream disability in the global development agenda. In the outcome document of the meeting, accessibility was identified as a key area for action.

Furthermore, in his  message for the 2013 World Habitat Day , UN Secretary-General Ban Ki-moon called on the international community to make towns and cities accessible to all.

In the recent 2030 Agenda for Global Action containing the Sustainable Development Goals (SDGs 2015), Goal 11 focuses on principles to “Make cities and human settlements inclusive, safe, resilient and sustainable”. This goal captures tourism and recreation through its call for the provisions of universal design for accessible and sustainable transport systems, inclusive urbanization, and access to green and public spaces. In its 2011 Declaration, The United Nations World Tourism Organization  (UNWTO) predicted tourism will increase and experience sustained development, reaching 1.8 billion international tourists by 2030. Accessible cities and tourism provisions therefore ensure the full social and economic inclusion of all persons with direct benefits of promoting more sustainable travel habits among users.

What are the barriers to travel and tourism for persons with disabilities?

For persons with disabilities, travelling can be a challenge, as finding the information on accessible services, checking luggage on a plane, booking a room to fulfil access needs, often prove to be difficult, costly and time consuming.

Challenges for persons with disabilities include: • Untrained professional staff capable of informing and advising about accessibility issues • Inaccessible booking services and related websites • Lack of accessible airports and transfer facilities and services • Unavailability of adapted and accessible hotel rooms, restaurants, shops, toilets and public places • Inaccessible streets and transport services • Unavailable information on accessible facilities, services, equipment rentals and tourist attractions

Why is accessible tourism important?

Accessibility is a central element of any responsible and sustainable development policy. It is both a human rights imperative, as well as an exceptional business opportunity. In this context, accessible tourism does not only benefit persons with disabilities, it benefits all of society.

To ensure that accessible tourism is developed in a sustainable manner requires that tourist destinations go beyond ad hoc services to adopting the principle of universal design, ensuring that all persons, regardless of their physical or cognitive needs, are able to use and enjoy the available amenities in an equitable and sustainable manner. This approach foregoes preferential or segregated treatment of differently abled constituents to permitting uninhibited use of facilities and services by all, at any time, to equitable effect.

I am not a person with a disability – how does this affect me?

Accessibility is also an important aspect of realizing the rights of the world’s ageing population. As we grow older, our chance of experiencing a permanent or temporary disability is increased. A focus on accessibility can therefore ensure that we are able to participate fully in our societies well into our older years. Accessibility also benefits pregnant women and persons who are temporarily rendered immobile.

The improvements to physical and service infrastructure that come with a focus on accessibility also encourage a more multigenerational focus in development planning. For families with small children, accessible infrastructure – particularly in transportation, city planning and building design – improves the ability of these families to participate in social and cultural activities.

The United Nations is committed to sustainable and equitable development. Certainly, making basic adjustments to a facility, providing accurate information, and understanding the needs of disabled people can result in increased visitor numbers. Improving the accessibility of tourism services increases their quality and their enjoyment for all tourists, as well as improving quality of life in the local communities.

Other resources:

• UN News Centre:  Accessible tourism will benefit everyone, say senior UN officials on World Day
• World Tourism Day 2016 Theme:  Promoting Universal Accessibility
• UN Environment : #Tourism4All videos  1 ,  2 ,  3
• The UNWTO General Assembly adopts Recommendations on Accessible Information in Tourism
• UN World Tourism Organisation Accessible Tourism Manuals
• Disabled World Travel Documents
• European Commission Improving Accessibility
• Sustainable Tourism Online
• 7th Session of the Conference of State Parties to the CRPD
• United Nations World Tourism Organisation Best Practice Guide  
• European Network for Accessible Tourism – World Summit in Montreal, October 2014
• Centre of Excellence for Destination
• European Network for Accessible Tourism
• Society for Accessible Travel and Hospitality
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What Is Accessible Tourism?

Accessible tourism is defined as all-inclusive tourism and travel. This means that people with or without disabilities have equal access and enjoyment of touristic activities and travel in general. 

According to Simon Darcy and Tracey J. Dickson, authors of the article A Whole-of-Life Approach to Tourism: The Case for Accessible Tourism Experiences , “ Accessible tourism enables people with access requirements, including mobility, vision, hearing and cognitive dimensions of access, to function independently and with equity and dignity through the delivery of universally designed tourism products, services, and environments.” This also includes seniors and those traveling with children in strollers.

The three dimensions of accessibility are physical access, sensory access, and communication access. 

• Physical access for those with physical disabilities that require wheelchairs, walking aids, or handrails
• Sensory access for those who have sight or hearing impairments 
• Communication access for those who have impairments involving speech, vision, and hearing

Accommodation makes up a big part of tourism and travel. Therefore, as a vacation rental owner, you have a significant role in creating these equal opportunities. By providing the right services and design in your vacation home, you can be part of a positive shift in sustainable and responsible tourism while attracting new guests. 

Examples of Accessible Vacation Rentals

So, how can the hospitality sector adapt to accessible tourism ? What changes can we make as individuals to ensure an equal and inclusive experience for all? 

While the first step in creating accessible tourism is a change in mindset, another extremely important factor is universal design. Stephen Cluskey , CEO of Mobility Mojo, a company that helps hotel groups improve their accessibility, defines this as “the design of products and environments that are usable by everyone to the greatest possible extent, without the need for adaptations.” 

The ADA states that entrance doors should be at least 32 inches wide. If the path to the entrance door requires a stairway, a stable ramp (or a lift) should be built with a slope no greater than 1:12. A ramp longer than 6 feet should have railings between 34 and 38 inches high.   

Regarding the entrance door, handles should be operable with a closed fist and not higher than 48 inches. If there is an alternative accessible entrance, there should be signs clearly indicating this to the guests. 

Furniture behind the entryway should be cleared to ensure easy access. 

For an accessible vacation rental bathroom, ensure that the doorway is at least 32 inches wide and that there is a 36-inch-wide path to the shower, sink, and toilet. 

Toilet seats are recommended to be 17 to 19 inches high with grab bars behind and around them. The sink rim shouldn’t exceed 34 inches in height and the faucet should be operable with a closed fist. Ensure that soap dispensers, towels, and toiletries are within reach and also usable with a closed fist. 

Walk-in showers should be equipped with handles, seating options, and a detachable showerhead. 

Add a large mirror in the room that allows full visibility. 

If possible, lower kitchen countertops for those who are not able to reach high surfaces. By removing floor cabinets, you can facilitate access to the counter. However, you can also consider investing in cabinets that allow toe kicks for people in wheelchairs. 

Install an ADA approved wall oven that opens from side to side. This is useful for anyone with mobility issues. While adding enough space under the kitchen sink and cooking areas, it is also recommended to set up a tilted mirror above the stove to allow full visibility. 

Take advantage of today’s advances in technology by researching new devices that can help improve the overall experience of your guests. 

Like all other rooms in the vacation rental, the accessible bedroom entryway should be at least 36 inches wide. Start off by making the bed accessible and allowing enough space for pathways between all furniture. 

To make it easier for people with disabilities to get in and out of bed, the recommended height is 20 to 23 inches from the floor to the top of the mattress. Add bed rails or grab bars for support and put any bedside light switches or lamps at an easy reach.

To minimize the risk of injury, avoid carpet flooring or materials that are slippery and remove unnecessary clutter. Double-check that all wires are attached to the wall as this can be a hazard for those using a wheelchair. 

Windows should be placed 35 inches from the floor and equipped with lever handles. For the visually impaired, make sure that closets and cabinets are well-lit. 

Other Examples of Amenities for Accessible Vacation Rentals

While the list is endless, here are some more examples of ways to provide accessible tourism as a vacation rental owner: 

• Walking-stick holders for seniors and those who need support when walking
• Wheelchair access and barrier-free paths 
• Elevators to all floors 
• Special parking areas
• Improved communication and translators for those who are hearing or voice impaired
• Availability of assistive devices like wheelchairs, memory aids, and pill organizers
• Access to screen readers
• Having a trained staff that can help with accessibility issues

Tourism for all

Accessible tourism.

All tourism businesses and institutions should aim to be universally accessible and create barrier-free tourism. This means ensuring tourist destinations, products and services are accessible to all people, regardless of their physical limitations, disabilities or age. Accessible tourism aims to allow tourism destinations to be enjoyed equally by everyone.

As an entrepreneur, you have to consider accessibility of tourism and leisure spaces as a basic quality factor – but you should also see it as an opportunity for differentiation and as a way to attract new customers.

While designing, executing, operating, maintaining and communicating about your tourism business, you must ensure that it is accessible and available to everyone.

Types of accessibility

There are various types of accessibility

• physical accessibility – improving spaces and infrastructure to create an environment where citizens can move around freely
• communication accessibility – helping people with communication difficulties to get their message across via tools and trained staff
• web accessibility – making booking services and related websites easier to access ( view the EU tutorial on making your website e-accessible )

How should I adapt my tourism business to be accessible?

Accessible tourism is about making it easy for everyone to enjoy tourism experiences. Making tourism more accessible is not only a social responsibility – there is also a compelling business case for improving accessibility as it can boost the competitiveness of tourism businesses.

Evidence shows that making basic adjustments to a facility, providing accurate information, and understanding the needs of disabled people can result in increased visitor numbers.

Areas that need to be adapted according to subsectors

For more on how to apply physical accessibility measures in your tourism company, consult information on accessible tourism .

Benefits of physical accessibility for your business

• Increase in the potential demand – according to the World Health Organisation, there are over 1 billion permanently disabled people in the world (15% of the world population) – this proportion rises to around 40% of the world population when including other categories of people who may temporarily need accessible services
• ‘Multi-client’ segment – on average, every 2 disabled guests will bring one companion
• Promotion of off-season travel – some senior citizens and disabled people can travel in low season – since these periods are less busy, travellers can often have greater accessibility to services
• Improving the company’s reputation – businesses that offer comprehensive accessibility will be seen in a better light than those that don’t, since they are taking steps to ensure their product or service can be used or enjoyed by everyone.

What is the current legislation on the topic?

Physical accessibility is regulated not only by international and European regulation, but also by national regulation. The main accessibility regulations and other instruments on an international and European level are as follows

• UN convention on the rights of persons with disabilities
• The global code of ethics for tourism
• Council of Europe recommendation on ageing and disability
• Council of Europe resolution on universal design to achieve full participation
• Committee of the Ministers recommendation on the action plan to promote the rights and participation of the disabled
• Commission regulation on rights of disabled people in air travel

Useful resources

• visit Britain offers case studies on physical accessibility in tourism .
• watch the ‘Mind the accessibility gap’ conference video summary from June 2014.
• the European Network for Accessible Tourism (ENAT)
• Europe For All accessible tourism directory – where you can register as a provider of accessible tourism services, evaluate your property and get in touch with customers
• learn about some good practices of accessible tourism from the European Capital of Smart Tourism competition’s compendium of best practices

Giving the right information on accessibility services

Find out what information you should transmit to disabled people, when this information should be transmitted and how to do so.

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Accessible and inclusive tourism

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Accessible tourism is the ongoing endeavour to ensure tourist destinations, products and services are accessible to all people, regardless of their physical limitations, disabilities, or age. 

The accessible tourism community can include people with a disability, long-term health condition, or mobility needs, along with their accompanying companions. This can include individuals with, limited mobility, including the use of wheelchairs and scooters, low vision, low hearing, cognitive impairment, autism, allergies, and intolerances. Other visitors can also benefit from improved access including, the elderly, those with temporary needs, mobility issues or medical conditions, parents with prams, multi-generational family groups.

Research shows the substantial economic impact to tourism of this segment. Tourism Research Australia’s National Visitor Survey shows that in 2021, travel groups including people with a disability or a long-term health condition in Australia accounted for $13.5 billion (17% of total) of domestic day and overnight trip spend. Tourism Australia’s Future of Demand Research (2022) also showed that around a quarter (24%) of international travellers considering Australia have an accessibility need and many more (86%) indicated that accessibility influences their choice of destination.

What is the difference between accessible and inclusive tourism?  

• Accessible Tourism Accessible tourism refers to making travel and tourism destinations, products, and services available to all, regardless of their physical limitations, age, or cognitive abilities. It’s about removing physical barriers.
• Inclusive Tourism Inclusive tourism goes a step further by not only making travel accessible but also creating an environment that welcomes and accommodates people from all backgrounds and abilities. It's about ensuring that travellers feel comfortable and included during their travels.

Remarkable Rocks, Kangaroo Island, South Australia © Tourism Australia

Tourism Australia's commitment

Tourism Australia have a strategic focus on accessible and inclusive tourism. The organisation aims to raise awareness of and capability for accessible and inclusive tourism, to better deliver on the accessibility needs of visitors to Australia. It focuses on advocacy, thought leadership and education across it’s owned marketing channels and engagement with industry.

Tourism Australia is a proud foundation partner of the Shift 20 Initiative launched by the Dylan Alcott Foundation in 2023. The initiative, founded by Friend of Australia Dylan Alcott AO, focuses on increasing disability representation, inclusion, and accessibility in Australian advertising. Alongside some of Australia’s well-known brands our focus is on improving the representation of accessibility and inclusivity in our tourism industry.

Accredited access consultants and architects can assist you with accessibility design in the built environment. Visit the Association of Consultants in Access Australia to find a consultant, or Australian Institute of Architects to find an architect for your project. Below is a range of consultancies specialising in tourism and travel.

Australia is for everyone. Get tips on travelling in Australia with a disability and learn how to make your trip unforgettable. Find out more about Accessible Travel Around Australia on Australia.com or find a range of further resources below.

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Acknowledgement of Country

We acknowledge the Traditional Aboriginal and Torres Strait Islander Owners of the land, sea and waters of the Australian continent, and recognise their custodianship of culture and Country for over 60,000 years.

*Disclaimer:  The information on this website is presented in good faith and on the basis that Tourism Australia, nor their agents or employees, are liable (whether by reason of error, omission, negligence, lack of care or otherwise) to any person for any damage or loss whatsoever which has occurred or may occur in relation to that person taking or not taking (as the case may be) action in respect of any statement, information or advice given in this website. Tourism Australia wishes to advise people of Aboriginal and Torres Strait Islander descent that this website may contain images of persons now deceased.

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UN Tourism | Bringing the world closer

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Tourism for all – UNWTO presents “Accessibility and Inclusive Tourism Development” - Compendium of Best Practices

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• 19 May 2021

The UNWTO Affiliate Members Department, within the framework of the activities of the Working Group on Accessible Tourism, organized the Expert Meeting on Accessible Tourism – Good Practices on Accessible Tourism in Nature Areas at FITUR Next.

This event provided a space to recognize the importance of incorporating accessibility into the tourism practices in nature environments, share knowledge and experiences by UNWTO Affiliate Members and other tourism stakeholders, and provide recommendation on how to strengthen accessibility and create an accessible tourism for all.

At the event, the publication Accessibility and Inclusive Tourism Development – Compendium of Best Practices , available in the UNWTO E-Library, was launched and presented to the audience. This publication is the result of the work carried out in the last months by the Working Group on Accessible Tourism, coordinated by the Affiliate Members Department and chaired by the Spanish Network for Accessible Tourism (Red Estable).

We trust this publication will provide all relevant stakeholders with tools and resources to make their tourism destinations, facilities and services accessible for all

Its aim is to create an accessible pathway in nature, from which to descry a new approach for inclusive tourism development in natural areas, which is very much in line with the UNWTO priority to foster an Accessible Tourism for All and so contributing to achieve the UN Sustainable Development Goals. The compilation of best practices included in the publication and the final recommendations provides innovative, inclusive, and sustainable solutions that enable access to nature for all the people.

In the words of UNWTO Secretary General Zurab Pololikashvili: There is still a lot of work to be done, as we are still far from guaranteeing a universally accessible tourism sector. However, we trust this publication will provide all relevant stakeholders with tools and resources to make their tourism destinations, facilities and services accessible for all. We also hope it will serve as a source of inspiration for them to continue working, so that tourism becomes truly accessible.

Within the framework of the event, representatives of the entities which contributed to the publication shared with the audience their projects, all very different in terms of contents but sharing the common goal of promoting an Accessible Tourism for All and supporting the right of people with disabilities to travel. Accessible accommodations in nature, accessibility to natural parks and beaches, and the use of plastic to manufacture accessible products were only some of the topics that were presented.

RELATED LINKS

• Download the news release in PDF
• Expert Meeting on Accessible Tourism: Good Practices on Accessible Tourism in Nature Areas
• Accessibility and Inclusive Tourism Development in Nature Areas – Compendium of Best Practices

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Money blog: What are your rights when deliveries or returns don't arrive?

A retailer is responsible for ensuring your goods get to you, says consumer disputes expert Scott Dixon - but not if you leave instructions and the item is stolen. Read this and the rest of today's consumer and personal finance news below - and leave your thoughts in the comments box.

Monday 3 June 2024 11:06, UK

• Why British mortgage holders (and maybe holidaymakers) should be watching Frankfurt this week
• London could be set for second biggest listing in its history
• Shein shoppers warned about phishing scam
• Rolex increases the cost of some watches - here's how much one will set you back

Essential reads

• Your rights when deliveries or returns don't arrive - and why leaving instructions could jeopardise them
• What happens to our brains when we shop?
• Think twice before buying your holiday clothes from Zara
• Where is all the money going? Here's who is really responsible for concert tickets going crazy
• 'A truck unloaded a £600 car that her son bought on eBay thinking it was a toy' - the schoolgate stories that led to GoHenry
• Best of the Money blog - an archive

Ask a question or make a comment

 Rolex has increased the price of some of its watches in the UK after the cost of gold surged. 

The leading luxury watch manufacturer has hiked some prices by as much as 4%. 

One of its most famous pieces, the Daytona chronograph, will now cost you £38,700 - up from £37,200. 

The price of a yellow golf GMT Master II has also increased from £34,000 to £35,400. 

That's according to information on its UK website, which is tracked by Bloomberg. 

Typically, Rolex raises prices for its watches annually in January.

It increased prices in the UK by about 4% for some models at that time but left US prices unchanged.

It comes after the price of gold reached record highs earlier this year, coming in at £1,932.44 per ounce in April. 

By Sarah Taaffe-Maguire , business reporter

Eyes were fixed on the London Stock Exchange today for detail on a company that isn't even listed. 

Chinese-founded fast fashion giant Shein is set to publicly list in London, according to Sky's Mark Kleinman , a move that would make it the most high-profile public flotation for more than a decade and the second biggest initial public offering (IPO) in the history of the London Stock Exchange.  

A company "floats" when it offers shares on a stock market - comes into public shareholder ownership from being private - with an IPO being the first time shares are publicly available for purchase. 

There was no update posted this morning, but an announcement could come later this week or month. 

Drugs company GSK is the worst performer of the morning with its share price down 9.4% following news it will face jury trials in claims by thousands of people with cancer who say a heartburn drug it developed, Zantac, caused their illness.

Sterling buys €1.1714, down from the 19-month high of last week. Another high could be reached as the European Central Bank will likely cut interest rates on Thursday. One pound equals $1.2732.

A barrel of Brent crude, the benchmark oil price, is $81.43, low by the standards of the past three months. 

GameStop shares have surged after a Reddit account that drove the 2021 meme stock mania shared its position in the video game retailer. 

The chain's shares were 90% higher at $46 each as of 9.11am after Keith Gill, who goes by DeepF------Value on Reddit and Roaring Kitty on YouTube and X, reappeared online on Sunday night. 

He posted a screenshot of what appeared to be his portfolio holding a significant amount of GameStop common shares and call options. 

Reminder: A call option is basically a contract which allows a buyer to purchase stock at a specific price until a certain date. 

The Reddit trading crowd's favourite trader holds five million shares of GameStop worth $115.7m as of Friday's closing price, according to the account screenshot. 

The account also showed a position of 120,000 call options in GameStop with a strike price of $20 that expire on 21 June that were purchased for about $5.68 each.

GameStop shares closed Friday at $23.14.

Mr Gill's first return to social media three weeks ago sparked an eye-popping rally in GameStop with shares more than doubling in May alone.

At the time, he simply posted a picture of a man in a chair leaning forward, but that was enough to trigger a buying frenzy among amateur traders.

The investor was a former marketer for Massachusetts Mutual Life Insurance.

In 2021, through YouTube videos and Reddit posts, he encouraged a band of retail traders to squeeze out short selling hedge funds in GameStop.

The action got so wild at one point that brokers had to restrict trading in the stock as it blew up their clearing house margin.

By Katie Williams , Money team

We've all learned how to be more conservative with our money amid an increase in the cost of living - but it's still important to treat ourselves now and again.

And there's some science behind that happy feeling you get when you make a new purchase, as  consumer psychologist Dr Cathrine Jansson-Boyd  explains in the first of four features on the psychology of shopping running this week.

What happens to our brains?

When we buy something, our brain releases endorphins and dopamine. Such a release can give us a sense of pleasure, albeit momentarily, Dr Jansson-Boyd says.

You might be more likely to continue buying things if you think that temporary feeling of pleasure is important, she adds, though she notes for some even just the experience of shopping can trigger the dopamine, without anything being bought.

Buying sale items increases dopamine

Dr Jansson-Boyd says purchasing items at a reduced price can increase your dopamine level.

When shoppers see a product they like with a price they perceive as "fair", they experience a level of satisfaction in the part of the brain associated with the anticipation of pleasure, she explains.

However, if the price is perceived as "unfair", the insula - a part of the brain that registers pain - is typically activated.

The negative impact of dopamine

It's also important to note dopamine can have negative influence on spending behaviours, Dr Jansson-Boyd says. 

For example, when buying chocolates, the release of dopamine generates what can be thought of as a reward-seeking loop. 

This means that a person experiences repeated craving of a dopamine rush and repeatedly buys chocolates to experience the dopamine rush. This can lead to unwanted spending. 

"As you can imagine, such 'craving' can also lead to fairly serious consequences if the spending is done on gambling or drugs," she adds.

So are there 'healthier' alternatives to get that release? 

As Dr Jansson-Boyd mentioned previously, window shopping can trigger a surge of dopamine without you needing to buy anything.

Other non-shopping activities such as eating healthily and listening to your favourite music can also trigger a similar release, she says.

Can you get out of chasing the dopamine rush? 

Being aware is a good start, says Dr Jansson-Boyd, as it may "put the brakes on the shopping".

But she notes that if the chasing of dopamine becomes an obsession, then seeking professional help is best as the consequences can be "serious".

"However, if it is not of a serious nature then training yourself to think pragmatically about the shopping helps. 

"For example, if you find that you are keen on 'special offers', then make sure you are equipped with information about whether you are getting a genuine bargain," she says.

She also recommends taking a step back, going for a cup of tea or visiting another shop every time you see something you want to buy.

Dr Jansson-Boyd says: "If you still want to go back to the item, perhaps you really do want it. However, in many cases you will find that you forget about it entirely or that you are not that fussed."

Coming up in this series:

• Tuesday: The five different types of shopping addiction
• Wednesday: 'I was an addict - I ended up in £40,000 of debt'
• Thursday: The techniques big brands use to get us buying more, more, more

Every Monday we get an expert to answer your money problems or consumer disputes. Find out how to submit yours at the bottom of this post. Today's question is...

I purchased two pairs of shorts from Nike a year ago. I shortly after returned them for a refund as they didn't suit me. Nike are saying I can't be refunded due to them not receiving the returned items. Even though I have supplied the Royal Mail proof of postage. Lee F

Scott Dixon, from The Complaints Resolver , says Lee is very unlikely to get a positive outcome in this case.

"The problem is that you have left it so long to resolve the issue. It's highly unlikely (virtually impossible) this can be resolved for that reason - you cannot leave a complaint on missing goods in transit for a year and expect a remedy."

Though there's unlikely to be a positive resolution here, delivery issues are common – so Scott has walked us through people's basic rights when things go missing…

Your contract is always with the retailer, not the courier firm, to ensure that your order is safely delivered, says Scott. If it hasn't turned up, the first thing you need to do is to contact the retailer. 

"It is their legal responsibility to make sure the item is safely delivered to you under the Consumer Rights Act 2015. They should contact the courier – who they've entered a contract with - and let you know what has happened to your item.

"S29 (2) of the Consumer Rights Act 2015 states the goods remain at the trader's risk until they come into the physical possession of the consumer, or a person identified by the consumer, to take possession of the goods."

The retailer can either refund you or rearrange for the goods to be delivered, says Scott.

If this doesn't work, raise a chargeback with your bank or credit card provider within 120 days of your purchase or payment to get a refund.

"You need to push hard on chargebacks and cite 'breach of contract' under the Consumer Rights Act 2015, as chargebacks are often rejected on the first attempt," says Scott.

"Your bank or credit card provider will reverse the payment and give the retailer an opportunity to present their case.

"Retailers don't like dealing with chargebacks as they are problematic and costly to resolve."

What if you leave delivery instructions?

This could see you lose all rights.

Scott explains: "If you give specific instructions to the retailer for the item to be left in the porch, 'leave in shed at rear' or another designated safe place, and it is stolen, then you are responsible because the retailer and courier have simply followed your instructions."

You have a 14-day cooling off period for all non-bespoke items under the Consumer Contracts Regulations 2013.

Scott says: "A retailer will usually provide a returns label or a website link to their returns policy, and give instructions for you to return goods. Usually a retailer will engage a courier firm for returns - be it Royal Mail, DHL etc etc."

This often involves dropping the item off at a local convenience store, where labels are scanned.

"Convenience stores often say you will get a receipt by email. This isn't always the case, leaving you high and dry if the goods go missing in transit," warns Scott.

To protect yourself, Scott says you should follow the policy courier firms use when they deliver goods to you: take a photo of the goods at the point of handover and insist on a receipt. 

"This is your proof if you need to dispute lost goods in transit," he says.

"The retailer will push back in these cases when goods are lost in transit with a fob off saying it's not their fault and the responsibility lies with the courier, which is blatantly untrue."

Scott says the retailer engaged the courier firm to safely return the goods and the Consumer Rights Act 2015 applies. 

"Remember, your contract is with the retailer – you're following their return instructions. So this is on them.

"You need to push hard on this and cite 'breach of contract' under the Consumer Rights Act 2015 to get a full refund.

"If you hit a brick wall, simply raise a chargeback with your bank or credit card provider and cite 'breach of contract' under the Consumer Rights Act 2015 to dispute the transaction."

As a last resort you can take your case to the Small Claims Court in England and Wales - or use the respective legal routes in Scotland and Northern Ireland .

What if a company doesn't provide specific returns instructions?

Your contract is then with the courier - but much of the above still applies with them. S49 Consumer Rights Act 2015 states that every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill.

Sky News contacted Nike for comment.

This feature is not intended as financial advice - the aim is to give an overview of the things you should think about.  Submit your dilemma or consumer dispute via:

• The form above - you need to leave a phone number or email address so we can contact you for further details
• Email [email protected] with the subject line "Money blog"
• WhatsApp us  here

Interest rates are likely to be cut in the eurozone this week despite inflation accelerating in May.

The European Central Bank is expected to move on Thursday, before both the US Fed and the Bank of England.

The decision is important for mortgage holders and savers - and potentially holidaymakers - in the UK because the country doesn't exist in an economic bubble.

Markets currently expect the BoE to wait until August or September - but what happens on Thursday could shift that.

Laith Khalaf, head of investment analysis at AJ Bell, explained earlier this year: "There is some safety in numbers for central banks, because of the exchange rate effects of pulling away from the herd. Cutting rates too far ahead of others can lead to currency weakness, and additional inflationary pressure as a result. 

"Leaving it too late can do unnecessary financial damage to the domestic economy."

As Mr Khalaf suggests, if the BoE doesn't quickly follow it may be good for UK holidaymakers, who could find their pound buys more should the euro endure a period of weakness.

The main ECB rate is currently 4% - and a cut is still widely anticipated despite inflation accelerating from 2.4% to 2.6% last month.

ECB officials have warned of an uneven path back to the target of 2% inflation. 

Interest rates are kept high to encourage saving over spending - when this happens, price rises tend to slow.

In the UK, the base rate has been kept at a 16-year high of 5.25% since last autumn - though inflation is now at 2.3%, within touching distance of target.

The next rate decision here is on 20 June.

If there is a surprise in Frankfurt this week, it would likely have a negative impact on the market and perhaps set back expectations of a BoE cut.

Shoppers at Shein are being warned of a new phishing scam that threatens their personal information and money.

The scam sees customers receive an email that offers them a Shein mystery box and encourages them click on a link to claim their prize.

However, clicking on the link takes users to a fake site which allows cyber criminals to gain access to personal details. 

Marc Porcar, CEO of QR Code Generator, has warned shoppers: "Whilst Shein does offer legitimate mystery boxes during promotions or special events, the way to know if they are legitimate is to recognise the website you are directed to.

"The website you are directed to by scammers mimics Shein's, and the obvious way to indicate this is the URL, which is different from the official website."

How can you spot a fake Shein website?

• The domain name for Shein is shein.com and any variations to this should be considered untrustworthy. You should also make sure the site has "https" URLs and lock icons;
• Check for a legitimate contact page with company addresses, customer service numbers and employee information;
• Search for online reviews of the website from a trusted independent source;
• Pay attention to images edited poorly as Shein uses professional photography for all of its products;
• Be cautious of prices that seem more than 50% lower than Shein's real pricing;
• Look out for spelling and grammar errors throughout the site.

We're back for another week of consumer news, personal finance tips and all the latest on the economy.

This is how the week in the Money blog is shaping up...

Monday: This week's Money Problem is from a reader who says Nike are refusing to refund him on two pairs of shorts - he's been told they never arrived back, yet says he has proof of postage.

Tuesday : We're continuing our new Women in Business  feature - interviewing women who are bossing their industry. And this week's  Basically...  explains everything you need to know about student finance.

Wednesday : The new King Charles III banknotes come into circulation - and we have another top chef picking their best Cheap Eats,  this week from Warwickshire.

Thursday : The ECB is widely expected to cut interest rates in the eurozone. Here in Money,  Savings Champion  founder Anna Bowes will be back with her weekly insight into the savings market.

Friday : We'll have everything you need to know about the mortgage market this week with the guys from Moneyfacts.

Running every weekday, Money features a morning markets round-up from the  Sky News business team  and regular updates and analysis from our business, City and economic correspondents, editors and presenters -  Ed Conway ,  Mark Kleinman ,  Ian King ,  Paul Kelso  and  Adele Robinson .

You'll also be able to stream  Business Live with Ian King on weekdays at 11.30am and 4.30pm.

Bookmark  news.sky.com/money  and check back from 8am, and through the day, each weekday.

The Money team is Bhvishya Patel, Jess Sharp, Katie Williams, Brad Young and Ollie Cooper, with sub-editing by Isobel Souster. The blog is edited by Jimmy Rice.

Spending a fair chunk on going to see your favourite big artist is not new - but it certainly feels like concert prices have entered a new stratosphere.

Fans of Bruce Springsteen have paid upwards of £120 for "rear pitch" standing tickets for his May 2024 tour, while some expressed disappointment recently over the £145 price tag of standing tickets for Billie Eilish's 2025 UK leg.

And while you could have nabbed Beyonce or Taylor Swift tickets in the UK for £50 (before fees) if you took a "nosebleed" seat, these had limited availability and quickly sold out. General admission standing tickets for Swift's Eras tour - which comes to the UK next week - started at £110.40 and those at the front had to shell out £172.25. It didn't stop there - by the time many fans got to the front of the online ticket queue, the only tickets left cost upwards of £300.

So what's behind rising ticket costs? These are some of the reasons...

Fans willing to pay for big spectacles

Simply put, ticket prices would come down if people voted with their feet.

Matt Hanner, booking agent and operations director at Runway, said prices at the top level had "risen considerably" - but the increase was partly being driven by demand.

"We're seeing a lot more stadium shows, greenfield, outdoor festival-type shows which are now a staple of towns around the country," he said.

"There's a growing number of people that are happy to spend a large chunk of their disposable income on going to a major music event."

Jon Collins, chief executive of LIVE, the trade body representing the UK's live music industry, had a similar view.

He said there were more large-scale shows and tours now than ever, and there was "massive appetite" among music lovers for "bigger spectacles".

Fancy shows mean higher costs - with staffing, the price of the venue, transport, artists' needs, insurance and loads more to factor in.

Of course, all these things are affected by inflation. Collins said ticket prices also factored in the rising costs that had hit every venue from the grassroots scene to major arenas.

"You've got a couple of different factors - you've got the spectacle of the show and the production cost and everything that goes into the ticket price. But then you've also got the fundamentals," he said.

The cost of venue hire has increased "significantly" in the past couple of years due to electricity and gas price rises, he added.

"You've got the increase in the cost of people… very justifiable costs like increases in minimum wage and living wage. At every stage of the process we've got these cost increases that will all push through the pressure on the ticket price."

Are artists being greedy?

How much money artists really earn off live touring is of interest to many - but the music industry is generally reluctant to release details.

The people we spoke to suggested it was not as simple as artist greed because, as we mentioned earlier, there's a lot to pay for before anything reaches their bank accounts.

The Guardian spoke to anonymous insiders about this topic in 2017. Its report suggested that between 50-70% of gross earnings were left for promoters and artists. The piece also cited a commonly quoted figure that the promoter takes 15% of what is left and the act will get 85%.

It all depends on the calibre of the artist and how much work the promoter has had to put in - they could end up with a bigger share if it was a hard push to get the show sold.

The people we spoke to said music acts and their teams would discuss the ticket price, and the bigger the act, the more sway they have - but it's ultimately set by the promoter.

Taylor Swift - arguably the biggest popstar on the planet right now - is personally earning between $10m and $13m (£8m - £10.5m) on every stop of her Eras Tour, according to Forbes. She is reported to take home a whopping 85% of  all revenue  from the tour.

But it's worth pointing out, too, that she's been known to be generous with her cash, having given $100,000 bonuses to the dozens of lorry drivers working on the tour.

What have other artists said? 

Some artists have been critical of the high ticket prices being demanded by others.

Tom Grennan told ITV two years ago that he had seen "loads of artists putting tickets out that are way too expensive for the times that we are in", adding that he wanted people to enjoy shows without worrying if they could pay their bills.

Singer-songwriter Paul Heaton was also praised for capping ticket prices for his tour with Jacqui Heaton at £30 in a bid to tackle music industry "greed" and help people during the cost of living.

British star Yungblud recently announced his own music festival, Bludfest - saying the industry was too expensive and needed to be "shaken up".

"I believe that gigs are too expensive, festivals are too expensive, and I just wanted to work to create something that has been completely done by me," he told Sky News.

Meanwhile, frequent Swift collaborator Jack Antonoff has said "dynamic pricing" by ticket sale sites such as Ticketmaster was also an issue when it came to cost.

He told Stereogum that he wanted artists to be able to opt out of the system - which basically means ticket prices increase when a show is in demand - and be able to sell them at the price they choose.

On its website, Ticketmaster describes its "Platinum" tickets as those that have their price adjusted according to supply and demand.

It says the goal of the dynamic pricing system is to "give fans fair and safe access to the tickets, while enabling artists and other people involved in staging live events to price tickets closer to their true market value".

The company claims it is artists, their teams and promoters who set pricing and choose whether dynamic pricing is used for their shows.

Ticketing website fees

As well as dynamic pricing, "sneaky" fees by online ticket sites are also causing issues for live music lovers, according to the consumer champion Which?.

A report from the group last month said an array of fees that isn't seen until checkout can add around 20% to the cost of concert and festival tickets.

Which? has urged a crackdown on the "bewildering" extra charges, which include booking, "delivery" and "transaction" fees, venue charges and sometimes charges for e-tickets.

The Cure lead singer Robert Smith tweeted that he was "sickened" after fans complained last year about processing fees  on Ticketmaster that wound up costing more than the ticket itself in some cases.

Responding to the Which? findings, Ticketmaster (which was far from the only company named) said: "Fees are typically set by and shared with our clients… who all invest their skill, resource and capital into getting an event off the ground. Ticketmaster supports legislation that requires all-in pricing across the industry."

Live Nation and Ticketmaster sued over 'dominance'

The US government is suing Ticketmaster owner Live Nation over allegations the company is "monopolising" the live events industry.

Justice department officials said it was unfair for the firm to control around 70% of primary ticketing for concerts in America. 

Live Nation has been accused of using lengthy contracts to prevent venues from choosing rival ticket companies, blocking venues from using multiple ticket sellers and threatening venues that they could lose money and support if Ticketmaster wasn't the chosen seller.

Live Nation said the lawsuit reflected a White House that had turned over competition enforcement "to a populist urge that simply rejects how antitrust law works".

"Some call this 'anti-monopoly', but in reality it is just anti-business," it said.

And it said its share of the market had been shrinking and its profit margin of 1.4% was the "opposite of monopoly power".

The lawsuit "won't solve the issues fans care about relating to ticket prices, service fees and access to in-demand shows", the company said.

"We will defend against these baseless allegations, use this opportunity to shed light on the industry and continue to push for reforms that truly protect consumers and artists."

As well as reportedly controlling most of the ticketing market, Live Nation also owns and represents some acts and venues.

Canadian artist Dan Mangan told Moneywise this was enabling the company to take "more and more of the pie".

He said when venue rent, equipment and other costs were taken into account, lesser known artists could take as little as 20% of ticket sales.

Another major cost on tickets in the UK is VAT (value added tax).

At 20%, it's pretty hefty. It was brought down to 5% and then 12.5% as the live music industry was hampered by COVID, but returned to the pre-pandemic level in April 2022.

The charge puts the UK "out of step" with other countries, Collins said.

"In competitive major markets like France, it's 5%. Germany it's 7%, Italy it's 10%. Sales tax in the US is typically 6% or 7%. So we are significantly out of step with other markets when it comes to how much VAT we charge on tickets," he said.

Touring now bigger source of income for major stars

With the decline of physical products and the rise of subscription listening, artists are earning less from making music - and income from live shows has become more important for the biggest stars.

Writer and broadcaster Paul Stokes said major stars who would have toured infrequently in the past were now willing to put on more shows as it becomes increasingly profitable.

Some artists will even pencil in multiple nights at huge venues like Wembley Arena, he said - something that wouldn't have been considered two decades ago.

"When Wembley was built and they said 'we'll be doing regular shows' you'd think 'are there acts big enough to fill this massive stadium?'

"It's become absolutely part of the live calendar that artists will come and play not just one night at Wembley, but two or three every every summer."

Stokes said this demand has also prompted the scale of shows that we've become used to seeing, featuring expensive production and pyrotechnics.

Not being felt evenly

While a night out seeing a platinum-selling artist is likely to be an expensive affair, industry figures are also keen to point out that the escalation in ticket prices isn't necessarily happening at a lower level.

Collins said that while major stars were putting on arena shows, there would be plenty of other live music taking place at the same time, "from the free pub gig to the £10 ticket at the grassroots venue, to the £30 mid-cap".

"There's an absolute range of opportunities for people to experience live music, from free through to experiencing the biggest stars on the planet," he said.

But concertgoers choosing to save their cash for artists they're more familiar with may have led to a "suppression" of prices for lesser-known acts, Hanner noted.

"Everyone's short of disposable income because there's a cost of living crisis. [Artists' and promoters'] core costs are going up as well, so it's more expensive for everyone. That fear of pricing people out is just being compounded," he said.

"I think [that] has definitely led to prices being suppressed [at the lower level], when really they should have been going up."

With May in the rearview mirror, here are the key money dates for your calendar in June. 

1 June onwards - benefit changes

While benefits rose 6.7% from 8 April for many claimants, those who had their last assessment period before then will have had to wait until June to receive the new, higher rate. 

The exact date in June when that payment is made will depend on when you were assessed.

Also from 1 June, all people claiming Housing Benefit alone will be asked to claim Universal Credit instead within three months of receiving the letter.

Failure to do so could result in you losing your entitlement.

1-2 June - Heathrow disruption

Hundreds of border force officers at Heathrow Airport are striking until Sunday in a dispute over rosters.

More than 500 of its members working on passport control at terminals 2, 3, 4 and 5 are taking action.

Disruption is expected over the weekend as families return to the UK at the end of the half-term holiday.

5 June - new banknotes

Banknotes featuring the face of the King will enter circulation across the UK. 

Notes that feature the portrait of the late Queen will remain legal tender and will co-circulate.

The new banknotes will only be printed to replace those that are worn and to meet any overall increase in demand.

10 June - £500 cat fines

All cats over 20 weeks old in England must be microchipped by 10 June.

You could face a £500 if you miss the deadline and don't get your cat microchipped in the following 21 days.

The law does not apply to the rest of the UK.

16 June - Father's Day

As the day dedicated to dads and father figures approaches, it may be worth remembering to put some cash aside to treat them in mid-June.

19 June - inflation data released

We'll get May's inflation data in the monthly drop from the Office for National Statistics. 

This will give us the clearest indication of whether the Bank of England will lower interest rates.

Remember, the Bank's target is 2% (April's headline rate was 2.3%), so the closer we get to that number the better. 

20 June - interest rate decision

Another Monetary Policy Committee meeting at the Bank of England will determine whether we finally get a drop in interest rates. 

Many economists predict a cut from 5.25% will happen in August, but June isn't ruled out.

27 June - doctors' strike

Junior doctors in England will begin a five-day strike at 7am over pay.

The last strike by junior doctors led to 91,048 appointments, operations and procedures being postponed.

30 June - meter readings

Not a fixed date - more of a reminder.

From 1 July, the energy price cap will fall by £122 per year.

Your provider will do most of the work, but you can help keep your bill accurate by submitting meter readings (unless you have a smart meter) ahead of this date. 

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