The white paper draws on a traveler survey and focus groups to show where hotels and destinations lose guests with disabilities, and what fixes it.

Good training is the difference between a warm welcome and a cold shoulder. That difference travels fast through word-of-mouth and shapes a destination’s reputation.”

— Joe Jamison, Founder and CEO of VisitAble

CHARLOTTESVILLE, VA, UNITED STATES, November 12, 2026 /EINPresswire.com/ — — Ninety percent of travelers surveyed say hospitality staff interactions leave them feeling ignored, misunderstood or inadequately supported at least some of the time, and more than 43% say it happens most of the time or almost always, according to new research released today by VisitAble.

The white paper, “Beyond the Ramp: How Training Closes the Real Accessibility Gaps in U.S. Hospitality,” combines a survey of 325 travelers with focus groups of 16 participants. It finds that staff awareness is the single most controllable driver of the guest experience for travelers with disabilities.

Key Findings
90% of respondents said staff interactions make them feel ignored, misunderstood or inadequately supported at least sometimes.

More than 43% said this happens most of the time or almost always.
Respondents described a wide range of disabilities. Mobility disability was mentioned most often (38.4%), followed by mental health conditions (17.0%), developmental disability and neurodiversity (14.1% each), intellectual disability (13.4%), chronic illness (11.8%), deaf or hard of hearing (11.5%), blind or low vision (9.2%) and speech difference (8.2%). Respondents could select more than one.

What Travelers With Disability Want the Industry to Know
The paper is organized around seven themes from this year’s research, “7 Things Travelers with Disabilities Want You to Know.” Travelers said what makes the difference is how they are treated.

“Staff that make me feel welcome, they do not just attend to me, they listen to me, they care for me, and I feel included,” said Tommy, a focus group participant. “That’s actually a big, big game changer for me.”

Hannah, another participant, described how training shapes her choices. “I feel most comfortable asking for accommodations where I know they have training,” she said. “And yes, I like to go to a few places because I know they will treat me well. That is why every time I go on vacation, I go to the same place.”

A Business Case and a Roadmap for Accessibility
“Staff awareness is the single most controllable driver of the guest experience for travelers with disabilities.” says Joe Jamison, founder of VisitAble. “Good training is the difference between a warm welcome and a cold shoulder. That difference travels fast through word-of-mouth and shapes a destination’s reputation.”

The white paper goes beyond the numbers. It shares travelers’ experiences through their own quotes and focus group themes, visualizes what lies beneath the surface of the guest experience, and presents a business case for accessibility training. It also offers an actionable roadmap that destination, tourism and hospitality leaders can use today to close the accessibility gap.

About the Research
VisitAble surveyed 325 travelers and held focus groups with 16 participants in February and March 2026. Respondents were recruited through outreach to disability advocacy and adaptive sports organizations. Disability profile percentages are based on 303 respondents who answered that question.

Availability
The full white paper is available at https://www.visitable.io/accessible-travel-research-white-paper.
Journalists can request interviews or additional information.

About VisitAble
VisitAble transforms how organizations view and engage with disability by equipping teams with empathy-driven, practical training that goes beyond compliance. A VisitAble certification signals staff are trained on current, community-grounded best practices and a documented commitment to genuine inclusion. VisitAble has certified 95 organizations throughout more than 15 destinations across the United States. Learn more at visitable.io.

Anna Bastian
VisitAble, LLC
+1 941-541-2621
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