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DIPARTIMENTO DI DISCIPLINE UMANISTICHE,
SOCIALI E DELLE IMPRESE CULTURALI
Corso di Laurea Magistrale in Language Sciences and Cultural Studies for Special Needs
Turismo para Todos: presentación y análisis
de experiencias turísticas accesibles en Italia
Tourism for All: presentation and analysis
of accessible tourist experiences in Italy
Relatore: Chiar.ma Prof.ssa Maria Joaquina Valero Gisbert Correlatore: Chiar.ma Prof.ssa Olga Perotti Laureanda: Chiara Chignoli Anno accademico 2023/
A mamma e papà
per il loro amore,
a Marta, anima pura,
a Marco, mio angelo.
Accessible tourism is a rather new concept but at the same time it is an ever- growing sector that aims to ensure the inclusion of people with disabilities or specific needs during turistic or cultural experiences. This thesis investigates the concept of accessibility applied to tourism, analyzing national and European policies and technologies developed to allow fair experiences for all travelers. It explores different issues including the principles of Universal Design and their application, the evolution of accessible tourism over time and its prospects and the design and creation of projects of different nature. A fundamental aspect is the need for training and quality in the experiences offered. Indeed, although there are numerous accessible tourism initiatives, not all of them sufficiently focus on service quality and the true inclusiveness of the structures and routes provided. Specific and continuous training is essential for tourism industry professionals, not only to understand regulations but also to develop an appropriate sensitivity to the needs of people with disabilities. It investigates how the role of technological innovations, including mobile devices and digital platforms such as mobile applications and social media, improve the experience of tourists with specific needs, as well as the importance of policies and projects foster universal accessibility. The intervention of non-profit organizations and associations is essential to stimulate politics and administrations to intervene and support projects and tools for social inclusion in the tourism sector. The initiatives carried out are of various kinds and concern different sectors of tourism such as museums, sacred places, urban settings, artistic and natural environments. In particular, the thesis focuses on the role and initiatives of the language expert such as audio description, subtitles and sign language content The thesis reflects on how an inclusive approach to tourism and culture represents not only an economic opportunity for tourism services and accommodation facilities, but also a commitment and a guarantee towards a fairer and more respectful society.
Índice
5.3.1 Via Francigena for all........................................................................... 97 5.3.2 Cuneo per tutti.................................................................................... 100 5.3.3 MuDi Matera...................................................................................... 105 5.3.4 Chiese a porte aperte........................................................................... 107 5.4 Comparación y reflexiones finales sobre los proyectos................................ 111 Conclusions......................................................................................................... 114 Agradecimientos................................................................................................. 116 Bibliografía.........................................................................................................11 7 Sitiografía............................................................................................................12 1 Introduction This article investigates the concept and practice of Accessible Tourism, also known as Tourism for All. This title refers to projects, policies, funds, technologies and innovations that aim to make tourism and cultural experiences accessible and usable by all people, regardless of their physical, sensory, linguistic or cognitive abilities. This concept has its roots in the 80s of the last century from
the need to eliminate all those architectural and social barriers that, according to the World Health Organization (WHO)^1 , prevent one in six people, 16% of the world's population, from fully enjoying their right to tourism and leisure. According to the World Tourism Organization (UNWTO) 2 , tourism is a set of activities (stays, visits, relaxation, tastings, shopping, excursions, etc.) that tourists carry out according to their preferences in places other than the one where they live. The thesis is based on the awareness that, today, millions of people in the world live with a disability and, very often, they encounter both physical and social barriers that prevent them from traveling and having tourist experiences independently, so they cannot take advantage of the same opportunities as the rest of the citizens. The challenges faced by these people are not limited to difficulties in moving around or accessing places, but also include communication, cultural, linguistic and sensory barriers that prevent them from fully enjoying the tourist experience. One of the objectives of this thesis is to analyse the solutions that have been designed and used to make tourism more inclusive such as Universal Design, digital and information technologies and solutions for sensory accessibility such as audio description (AD). Not only will the national and European policies and regulations governing accessible tourism in Italy be examined, but also the concrete projects carried out to promote the social inclusion and autonomy of tourists with disabilities. The research and work carried out within the framework of this thesis is divided into five chapters. The first chapter defines the concepts of disability and accessible tourism, from their 'birth' to exploring their evolution, both historical and normative, which regulates the right to tourism of people with more or less serious limitations. In the second chapter, the concept of Universal Design is presented and analysed, that is, a design solution that creates environments, products, tools and services that can be used by all in an equitable way, analysing its principles, objectives and application in tourism contexts. The third chapter presents the technological and digital revolution that began in the last century and that has materialized in solutions such as web platforms, mobile applications, social networks and accessibility settings that help and support people with specific needs (^1) WHO: https://www.who.int/health-topics/disability#tab=tab_1 [last accessed: April 22, 2024]. (^2) UNWTO: https://www.unwto.org [last accessed: May 23 , 2024 ].
postoperative period can also resemble transitory forms of disability since they prevent the normal performance of daily activities and require specific attention. The 1980 WHO definition of disability states that disability is "any restriction or impairment caused by an impairment of the ability to perform an activity in the manner or within the scope considered normal for the human being".^4 To classify different types of disabilities, the WHO uses a classification system called the International Classification of Functioning, Disability and Health (ICF), which was first published in 1980^5. It is a system that evaluates the health of the individual at a biological, social and personal level. In addition, the ICF does not consider the individual in isolation but in relation to the environment that surrounds him, which is why it is called the biopsychosocial model. On a practical level, the CIF uses a kind of list that classifies the health of the individual according to five macro categories:
- Bodily functions: both physiological and psychological
- Body structures: anatomical parts of the body
- Activity: the performance of an action or a task
- Participation: of the individual in everyday life situations
- Environmental factors: characteristics of the surrounding world that can have an impact on the individual The CIF focuses on individual functioning, i.e. on a person's abilities (positive aspects), identifying what 'works' and avoiding considering the consequences of diseases. Instead of using the terms impairment, disability and handicap, the terms 'bodily functions and structures, activity and participation' are preferred. Instead of 'deficiency', we speak of 'bodily functions and structures' to refer to alterations or losses in a person's anatomy, physiology or psychological functions. 'Activity' replaces the term 'disability'; It refers to a person's ability to carry out tasks or actions. Finally, instead of 'handicap', 'participation' is used to describe a person's involvement in real-life situations. This change in terminology aims to promote a more positive and less stigmatizing view of persons with (^4) World Health Organization. (2001). International Classification of Functioning, Disability and Health (ICF). Available at: https://www.who.int/classifications/international-classification-of- functioning-disability-and-health [last accessed: June 10, 2024]. (^5) At present, the document is constantly evolving, and each country has published a translated version.
disabilities and to encourage the inclusion and full participation of persons with disabilities in society^6. In addition, it is important to note that on June 18, 2021, the Government of Spain changed the term ‘disminuido’ by ‘persona con discapacidad’ within the Constitution. This change was made to update the language to reflect a more respectful and inclusive approach to people with limitations. The change came about with the approval of a constitutional reform that amended Article 49, which refers to the protection of the rights of people with disabilities (Government of Spain, 2021)^7. The challenges that a person faces in their functioning represent the negative aspects, describing the 'disability' or, more precisely, the difficulties that the person encounters in a given context. The CIF has made it possible to move from an individual perspective to a social approach to disability and individual functioning. Health is closely related to the environment around it, and its assessment allows us to identify the obstacles that need to be overcome and the corrective actions that need to be taken. In fact, there is an integration between physical conditions, bodily functions and structures, personal activities and social participation, also considering environmental, contextual and personal factors^8.
1.1.1 Types of de disability...........................................................................
According to the ICF, disabilities can be classified as temporary (pregnant women, people in casts, etc.), permanent, irreversible (rapid and definitive), progressive (worsen over time) or regressive (improve over time). These conditions may be the direct result of an impairment or be the result of the subject's reaction to a physical, psychological, sensory, or other impairment. Authors Sandro Borbone and Pasquale Alborino report that the various forms of disability can be mainly divided into physical and sensory disabilities. Among physical disabilities, reduced mobility is the most common. Disability can (^6) CIF: https://www.who.int/classifications/international-classification-of-functioning-disability- and-health [last accessed: June 10, 2024]. (^7) Gobierno de España. (2021). Reforma del artículo 49 de la Constitución Española. https://elpais.com/sociedad/2021- 05 - 11/el-gobierno-elimina-el-termino-disminuido-de-la- constitucion.html# [last accessed: June 10, 2024]. (^8) Barbone S., Alborino P., Igiene e cultura medico-sanitaria. Franco Lucisano Editore, Milano,
1982 World Programme of Action Concerning Disabled Persons To promote measures for the prevention of disability, rehabilitation and equality of citizens in daily life. 1993 Standard Rules on the Equalization of Opportunities for Persons with Disabilities Regulations that aim to give equal opportunities to all 2006 Convention on the Rights of Persons with Disabilities Disability is constantly evolving and is the result of the interaction between a person's deficiencies and the obstacles they encounter 2010 - 2020 European Disability Strategy 2010 - 2020 List of concrete actions for the inclusion of people with disabilities 2010 International Day of Persons with Disabilities Opportunity to promote inclusive activities with respect for human rights Table 1: Evolutionary stages in relation to disability. Clearly, each government has its own disability legislation, with its own documents. For example, in Spain, the Instituto de Mayores y Asuntos Sociales (IMSERSO) has published two very important documents on the subject. The first is the Libro Verde de la Accesibilidad en España (2002), whose objective is to disseminate, share and debate the situation of accessibility in that country. On the other hand, the Libro Blanco del Plan de Accesibilidad (2003) analyses and proposes the necessary and feasible solutions to achieve maximum accessibility in all areas of society^13. In Italy, the most important law for the integration of persons with disabilities into society is law no. 104/1992, adopted by the Italian Parliament in
- This law provides for the full recognition of the rights of people with disabilities and their inclusion in society, promoting measures that promote disability in any area of life. In addition, this law also provides for the presence of so-called curatori , i.e. family members who are entitled to three paid days per month in which they can take time off work to care for the disabled family member. With the European Strategy 2021-2030, the European Commission aims to make the measures adopted by the different governments in terms of the inclusion (^13) Alles, M. T. F. (2009). Turismo accesible: importancia de la accesibilidad para el sector turístico. Entelequia: revista interdisciplinar, 9 , 211-224.
of people with disabilities even more effective through initiatives that aim to increase autonomy, independence, equal opportunities and non-discrimination^14.
1.2 Accessible Tourism and Tourism for All......................................................
Before defining the concept of Accessible Tourism or Tourism for All, it is necessary to open a small parenthesis on the broader concept of tourism. According to lawyer Nélida Mabel Méndez, tourism can be defined both economically as an industry or sector, and sociologically as a set of relationships^15. The World Tourism Organization (UNWTO), founded in 1975 and based in Madrid, defines it as "The set of activities carried out by people during their trips and stays in places other than their usual residence, for a consecutive period of time of less than one year, for leisure, business or other reasons"^16. At the end of the twentieth century, the challenge of tourism experts began to be "pensar en un espacio turístico que permitiera la convivencia de los que son diferentes"^17. With the General Assembly held in Manila on 27 September 1980, the right to tourism was extended to persons with disabilities. The right to the use of leisure time and, in particular, the right of access to holidays and to freedom of travel and tourism, are recognized as elements of the expansion of the human person by the Universal Declaration of Human Rights, as well as by the legislation of a large number of countries. This means for society the duty to create for all citizens the best practical conditions for effective and non-discriminatory access to this type of activity^18. Article 30 of the Convention on the Rights of Persons with Disabilities, adopted on 13 December 2006, promotes the participation of the whole of society in recreational and cultural activities by stating that^19 : (^14) https://blogunisalute.it/diritti-dei-disabili/ [last accessed: April 29 , 2024]. (^15) Méndez, N. M. (2010). Turismo accesible. Universidad de Buenos Aires, Argentina. (^16) https://www.unwto.org [last accessed: May 23, 2024]. (^17) Brinckmann, W. E., & Wildgen, J. S. (2003). Desafíos para los estudiosos del turismo: la construcción de la «sociedad inclusiva» y del «turismo accesible». Cuadernos de Turismo, (11), 41-
(^18) Summary of the principles contained in the Universal Declaration of Human Rights (Article 24): https://www.ohchr.org/sites/default/files/UDHR/Documents/UDHR_Translations/spn.pdf [last accessed: 10 June 2024]. (^19) Convention on the Rights of Persons with Disabilities https://www.ohchr.org/en/instruments- mechanisms/instruments/convention-rights-persons-disabilities [last accessed: 18 July 2024].
however, the concept of accessible tourism has evolved since it was limited only to the elimination of physical barriers and from here, in 1989, the concept of Tourism for All was created, whose objective was to inform the tourism industry of the needs of people with disabilities in order to create completely adequate services for any type of clientele^21. Only when all participants in the tourism industry come together to adopt these goals can tourism be declared truly inclusive. According to María Teresa F. Alles, the concept of Tourism for All is based on five fundamental principles^22 :
- Improvement of the living conditions of people with disabilities since they will have less difficulty organizing their free time.
- Tourist places would acquire a better image since they do not limit any type of clientele.
- From an economic point of view, opening your spaces to a greater number of customers leads to greater income from tourist services.
- Since people with disabilities often travel with companions, attracting people with disabilities means attracting twice as many customers.
- People with disabilities prefer to travel in the low season, thus allowing tourist services to avoid the lack of work during those periods. Scholars Wolfgang E. Brinckmann and J. Stephen Wildgen point out that cities are one of the main tourist destinations by nature, but, if they are not accessible, the possibilities for leisure and interaction are reduced. In this sense, not only physical and logistical solutions must be applied, but it would be advisable to form a specialized team that organizes programs and projects with the aim of including people with disabilities within the city's places, while increasing information and community participation. It is precisely from the process of inclusion of people with disabilities within the urban space that social inclusion is promoted^23. In this regard, UNWTO states that all services in a city must work together to this end^24 : (^21) Ibidem. (^22) Alles, M. T. F. (2009). Turismo accesible. (^23) Brinckmann, W. E., & Wildgen, J. S. (2003). Desafíos para los estudiosos del turismo. (^24) World Tourism Organization (UNWTO). Tourism Charter.
[...] Tourism authorities, travel agencies, hotels, voluntary organizations and other entities, which participate in recreational activities or tourist trips, must offer their services to all people, considering the special needs of people with disabilities. Adequate training must be provided to them to make their contribution in this process viable [...]. According to what Brinckmann and Wildgen affirm, the great problem for the implementation of these measures aimed at social inclusion is precisely society. The latter creates limited and discriminatory environments in which people with disabilities are marginalized without being able to take advantage of the services that cities make available. For this reason, society needs urgent changes, since inclusion is not an abstract concept that can be put on the back burner, but a real need^25. The academic Francisco J. Arcos Melgosa declares that the realization of accessible tourism is a responsibility of all: public administrations, associations, NGOs, tourism companies and citizens. Citizens' input is particularly important when planning any accessible tourism initiative and tourism administrations and businesses must be rigorous in enforcing accessibility standards before authorising any project involving tourists^26. Based on these premises, training centres have been created with the aim of qualifying and raising awareness among future professionals in the sector so that they are able to plan suitable tourist spaces. An example is the Universidad de Salamanca, especially known in the field of disability thanks to the Instituto Universitario de Integración en la Comunidad. This centre aims to improve the living conditions of people with disabilities in various contexts. The Universidad de Salamanca, in the master's degree Turismo de Interior has a 20-hour module on accessible tourism and the elimination of barriers^27. However, as the professor at the Universidad de Sevilla Inmaculada Vivas- Tesón explains, people with disabilities in tourism contexts do not receive the same attention as people without disabilities, when instead it is a crucial step, not only from an economic point of view, but also from the point of view of human rights. (^25) Brinckmann, W. E., & Wildgen, J. S. (2003). Desafíos para los estudiosos del turismo. (^26) Melgosa Arcos, F. J. (2009) Turismo accesible, turismo para todos en una ciudad patrimonio de la humanidad: El caso de Ávila. Monográfico Turismo Accesible, 73-80. (^27) Ibidem.
injuries can affect vision. Visual impairment includes people who are totally blind to those with visual impairments such as. Hearing impairment ranges from partial hearing loss to total deafness. It includes people who use hearing aids or cochlear implants, and those whose native language is sign language. This group faces communication barriers that affect their interaction with the environment and other people. c) Intellectual disability: involves a decrease in higher mental functions, affecting areas such as mobility, perception, comprehension, language and affective skills. This group includes conditions such as mental retardation, Down syndrome, cerebral palsy, and autism. People with intellectual disabilities may have other health problems, such as stereotypies, heart failure, or mobility problems. In general, they may face communication difficulties, disorientation in unfamiliar situations, and behaviours that are not appropriate for their age. d) People with physical or mental illnesses: mental illness is a different group from intellectual disability, although both temporarily restrict the independence and autonomy of the person. Mental illness affects cognitive and affective processes, influencing the perception of reality and presenting a variety of categories and symptoms, from anorexia to Alzheimer's. People with mental illness may have difficulty recognizing reality and adapting their behaviour. Physical illness, on the other hand, refers to alterations in the state of health, such as cancer or congenital heart disease. It also includes conditions that require specific diets, such as diabetes or celiac disease. Globally, measuring the number of people with disabilities is complex, but the growing demand from tourists with disabilities must be taken into account^29. 1.2.2 Obstacles and barriers To talk about Accessible Tourism, we cannot ignore the obstacles and barriers that people with disabilities encounter during a trip, an excursion, a visit, a walk, etc. Surely people with disabilities face intrinsic difficulties due to their (^29) UNWTO (2014), Manual on Accessible Tourism for All: Principles, Tools and Good Practices – Module I: Accessible Tourism – definition and context. Madrid.
individual capacities, whether functional or mental. We all encounter obstacles in our mobility, communication, and access to information, as well as in understanding messages, instructions, tools, or systems. Sometimes, however, these personal difficulties are not as significant as the barriers that arise from lack of accessibility. Below, we will see what types of barriers the UNWTO points out within the Manual on Accessible Tourism for All^30 : a) Environmental barriers: between the user and their environment, such as transport, architectural or communication barriers, which hinder and, in many cases, prevent access to and enjoyment of tourist infrastructures and services. First, if a website is not accessible, it becomes difficult to even book a hotel or a museum visit. Internet pages often contain little or incorrect information, are not up to date, and do not consider accessibility standards. Public transport also remains a barrier for people with disabilities and represents a lack of accessibility within a city. Buildings often have stairs and are not equipped with ramps or elevators, making it impossible for a disabled user to reach certain places. Even communication systems such as signage, alarms, recorded alerts, or restaurant menus often fail to take into account that blind or deaf people may not be able to access content. The most typical and famous places in a city are often not accessible, but, paradoxically, they are the most visited places, and this can make the experience of a person with a disability very limited. b) Social barriers: exist when there is little knowledge and awareness of disability, and this is even more discriminatory and limiting. The attitude of society is of fundamental importance to implement the political, social and economic changes that are needed for the integration of disabilities. For example, tourism staff are very often not prepared to receive people with disabilities, and, in this sense, specific training is essential. In addition, there is a lack of awareness towards disability, and this is due to the lack of state policies. Finally, the social barrier that most excludes disability is the negative view of it, discrimination and marginalization. In some areas of the world, disability is viewed negatively, creating negative stereotypes that prevent free and serene access to idleness and tourism. (^30) Ibidem.
