Agent Diary: Accessible travel might seem a lot to take on board, but the rewards are high

Helping customers with accessibility issues is vital – here is what we do to offer the best service, says Ponders Travel’s Clare Dudley

At Ponders we have noticed an increase in the number of customers with accessibility requirements in recent years.

Travelling when you have any form of disability must be so much more stressful, and we must listen to our clients with special needs and do as much as we can to remove as much of that stress as possible.

At Ponders we have worked hard to ensure we provide the best possible service to clients with accessibility needs

It is crucial to avoid making assumptions and to maintain strong communication throughout the booking process. At Ponders we have worked hard to ensure we provide the best possible service to clients with accessibility needs, so I thought I would share some pointers with you in case you find them helpful. And if you do anything that I haven’t listed, I would love to hear from you.

Arrange assistance

Ensuring your customer has the airport assistance they need is vital.

This can range from simple airport assistance for clients who can’t walk too far or who would find queueing and a crowded environment overwhelming, through to arranging hoists and specially adapted seats to ensure they can board the plane. We often hire mobility scooters for clients so that the equipment they need is waiting for them in the airport or cabin.

We do all we can to ensure rooms and cabins are completely accessible so that our clients don’t struggle once they are away. It’s also worth asking your client if they need anything in particular in their room, such as a stool for the shower or grab rails – or even other items such as a fridge.

It’s worth asking your client if they need anything in particular in their room, such as a stool for the shower or grab rails

Insurance is another important factor you should discuss with disabled clients. Of course, you would expect them to be specialists in this area, but don’t be afraid to raise it and remind them it is a vital element of their holiday, just to be on the safe side.

When it comes to cruises, be mindful that there are a small number of locations where tenders are used to reach the port from ships. In some instances, these won’t be suitable for disabled travellers. It is good to be clear about this when looking at destinations for clients.

Think ahead

It is also important to ask clients what equipment they are taking with them so you can ensure the airlines and cruise lines they’ll be using are aware. Did you know that you can travel with up to two items of mobility equipment free of charge if you’re disabled, which don’t count as part of your baggage allowance? Conversely, not all airlines allow you to fly with certain types of batteries or oxygen cylinders, so this must be checked beforehand.

Did you know that you can travel with up to two items of mobility equipment free of charge if you’re disabled, which don’t count as part of your baggage allowance? 

Many cruise lines will only accept a certain number of scooters on board, and they are very strict about this, as it’s an insurance criteria that must be adhered to. The line will simply deny access if a client arrives at the port and the staff aren’t aware of their needs – so again, it pays to be prepared.

This might seem a lot to take on board, but the rewards are high, as clients are always so grateful when we go the extra mile. Not only that, but being safe in the knowledge they will have a super holiday without any hitches is invaluable!

Line ensures plain sailing

I previously wrote about how impressed I was with Ambassador Cruise Line, and they’ve delivered once again. We recently had a single parent with three autistic children who booked an Ambassador cruise and the line went above and beyond to ensure they had a brilliant time. Ambassador arranged for the mum to go on board with her children prior to the sailing so that she could travel with confidence and her children could familiarise themselves with their surroundings. When she first enquired about the booking, we weren’t sure the cruise would be possible or that she would be able to look forward to the trip, but the incredible help and understanding from the line made it possible. Top marks to Ambassador.