Purpose This paper aims to explores the dehumanised lived experiences of disabled travellers with mobility needs, identifying areas for improvement in tourism practice and suggesting ways for humanised and dignified experiences for accessible tourism. Design/methodology/approach Semi-structured qualitative interviews and a thematic analysis identified four themes underpinned by the Humanising Framework. Findings Four key themes emerged: barriers for disabled travellers create traumatic, inhospitable experiences; uncertainty during travel causes anxiety; staff attitudes and accessibility awareness shape experiences; and “nothing about us without us” underscores the need to hear disabled travellers’ voices. Accessible facilities, infrastructure and accurate information are essential to avoid dehumanising encounters. Developing hospitable attitudes among tourism and hospitality staff encourages participation and dignity. Co-creating experiences with disabled travellers promotes inclusion and humanised practices. Applying the Humanising Framework helps identify complex needs and supports collaborative design, ensuring accessibility is relational, ethical and central to improving tourism and hospitality experiences. Social implications Disabled travellers still experience dehumanising experiences, making them feel negatively about themselves and discouraging them from participating in travel. This impacts their wellbeing, independence and agency and their desire to socialise in hospitality environments. Humanising tourism for disabled travellers through the REC model can have positive impacts on both individuals and the broader community, fostering social justice, offering mutual benefits for travellers, businesses and society, and increasing inclusivity. Originality/value Applying the Humanising Framework highlights the importance of recognising lived experiences as key sources of knowledge, making a meaningful contribution to inclusive tourism theory and practice. People investing and working in hospitality have an ethical and legal responsibility to design accessible and inclusive environments and to provide clarity about limitations and how to minimise them. Based on the findings, the paper introduces The REC Model for inclusivity in Hospitality as an alternative for improving customer experience, satisfaction and loyalty for all.
Devis-Rozental et al. (Mon,) studied this question.