Exploring online accessibility challenges for people with disabilities in the hospitality sector

This research explores accessibility challenges within the hospitality sector, focusing on the experiences of people with disabilities (PwD) during the pre-service stage – one of the most critical phases of the hospitality journey and the service encounter stage. The study employed a mixed-methods design. First, a qualitative focus group with seven PwD was conducted in Portugal, recruited through convenience and snowball sampling, to explore lived experiences during the pre-service stage. Findings highlighted the pivotal role of technology in planning accessible trips, the importance of knowledgeable service from hospitality staff, and persistent uncertainty about the reliability of accessibility information online. Building on these insights, a quantitative survey with 200 participants (PwD and non-disabled travellers) was conducted using a non-probabilistic, intentional, and snowball sampling strategy. The survey assessed perceptions of booking platforms against the W3C Web Accessibility Guidelines (WCAG). Results confirmed significant differences in accessibility perceptions between PwD and non-disabled participants, underscoring the need for inclusive digital design. Ultimately, this research calls for a hospitality sector that goes beyond physical infrastructure to foster empathy, digital accessibility, and proactive customer care – enhancing the travel experience for PwD and advancing equitable access for all.