2002 Open Doors Organization Disability Study

Prepared for:

Open Doors Organization

230 East Ohio

Suite 101

Chicago, IL 60611

[email protected] 2002

Research among Research among Adults with Disabilities: Adults with Disabilities: Travel and HospitalityTravel and Hospitality

All rights reserved. This report is for use within the purchaser’s own organization only. Open Doors Organization data or information may not be reproduced or communicated by any means to other people, organizations or to the media without prior permission from the Open Doors Organization.

http://www.opendoorsnfp.org/

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Table of ContentsTable of ContentsTable of ContentsTable of Contents

Background 3

Objectives 4

Sample and Methodology 5

Executive Summary 6

Detailed Findings 16

Chapter 1: General Travel 17

Chapter 2: Profile of Travelers with Disabilities 22

Chapter 3: Profile of a Typical Trip 26

Chapter 4: Travel by Air 37

Chapter 5: Hotels 48

Chapter 6: Cruises 59

Chapter 7: Restaurants 62

Implications 67

Respondent Profile 69

Traveler Profile 73

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The Open Doors Organization commissioned Harris Interactive to conduct a quantitative study among Americans with disabilities (aged 18 and older) to identify the basic travel habits and patterns of adults with disabilities.

The development of the study was preceded by focus groups among people with disabilities as well as executive interviews with representatives from the travel industry.

The study was undertaken in response to the growing population of adults with disabilities. Assuming that incidence rates by age remain the same, by 2030 nearly 24% of the total US population will be disabled (and over 15% severely disabled). In addition, the total disabled population will increase by 30.9 million and the severely disabled population will increase by 21 million,when compared to 1997.*

BackgroundBackgroundBackgroundBackground

*This data on the incidence of adults with disabilities was obtained through a study published by the Census Bureau in 2001, based on 1997 data, called Americans with Disabilities.

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Key objectives of the study are to:

Measure general travel behaviors including how often adults with disabilities are traveling, with whom, how much they spend, and on which sources of information they rely to make decisions;

Gauge experiences with airlines, cruise lines, restaurants, and hotels;

Determine how well the needs of adults with disabilities are being met by airlines and hotels;

Quantify the top services/products that would encourage adults with disabilities to fly and stay in hotels more often.

Estimate the current and potential economic impact of the disability community

ObjectivesObjectivesObjectivesObjectives

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Total sample includes 1,037 interviews with adults with disabilities:

534 interviews were conducted online (using The Harris Poll Online Database)

503 interviews were conducted by telephone (using a prescreened sample of adults with disabilities from The Harris Poll)

Disability was defined as having blindness, deafness, or a condition that substantially limits one or more basic physical activities such as walking, climbing stairs, reaching, lifting or carrying. Respondents were screened based on this criteria using a variation of the 2000 Census question.

15% of the general adult population (or more than 31 million adults aged 18 and older) defines themselves as having one or more of these characteristics.*

Data was weighted to represent the populations with these disabilities aged 18 and older.

Interviewing was conducted between September 23, 2002 and October 9, 2002.

Interviews were an average of 21 minutes in length.

Sample and MethodologySample and MethodologySample and MethodologySample and Methodology

*This data on the incidence of adults with disabilities was obtained through The Harris Poll (November 2002) and based off of the 209,128,094 people age 18 years and older in the US population, according to the 2000 U.S. Census.

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Executive SummaryExecutive Summary

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Executive SummaryExecutive SummaryExecutive SummaryExecutive Summary

General Travel

71% of adults with disabilities (or more than 22 million people) have traveled at least once in the past 2 years.* This includes: 5.6 million business travelers 21 million pleasure/leisure travelers 5 million travelers who combine business and pleasure

Overall, adults with disabilities take about 2 trips every 2 years (or approximately 63 million total trips), the majority of which are for pleasure. And, each trip generally lasts 5 days.

There is also a subgroup of more frequent travelers in the disability community – 20% of all adults with disabilities travel at least 6 times every 2 years.

*This data is based on the 2000 U.S. Census which estimates that there are 209,128,094 people age 18 years and older in the U.S. population. The data on incidence of adults with disabilities was obtained through The Harris Poll (November 2002).

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General Travel (continued)

While traveling, the typical adult with a disability spends $430, which means current travel expenditures among the disability population top $27 billion over the course of 2 years. The target traveler (or heavy spender*) among the disability population has one

or more of the following characteristics: household incomes of $35,000 or more; between the ages of 35 and 49; college graduates; and/or married.

*Heavy spenders are defined as adults with disabilities who on average spend $1,000 or more on a trip.

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Sources of Information

When planning a trip, the Internet is a key resource for adults with disabilities. Almost half of those who travel (46%) say they consult the Internet for

accessibility information. One-third (33%) of those who travel book their trips most frequently online. This

appears to be somewhat higher than the general population.*

Word of mouth is also an extremely important source of information for adults with disabilities – 85% of those who travel say they share their travel experiences with others, indicating a powerful network among travelers with disabilities.

*According to the Travel Industry Association, 27% of travelers in the past year used the Internet for actually booking something related to their travel.

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Airlines

30% of adults with disabilities have traveled by air in the past 2 years (or 9.4 million air travelers in total).

Air travelers typically take 2 flights every 2 years and spend $349 per flight (or $3.3 billion per year for the entire airline industry).

Air travelers say they would take 2 more flights per year if airlines were to accommodate their needs as a person with a disability. This translates into 18.8 million more flights – and means that air spending by the disability community could double if airlines were to make necessary accommodations.

The top features or services that airlines would need to offer to encourage more frequent travel would be: 1) more accommodating staff, 2) guaranteed preferred seating, and 3) a designated employee at check-in and arrival.

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Hotels, Motels and Inns

55% of adults with disabilities have stayed in hotels, motels or inns in past 2 years (or 17.3 million hotel users).

Hotel users typically stay in hotels 2 times every 2 years and spend about $241 per visit (or $4.2 billion per year for the entire hotel industry).

Hotel users say they would stay in hotels 2 more times per year if hotels were to accommodate their needs as a person with a disability. This translates into 34.5 million more hotel stays – and means that hotel spending by the disability community could double if hotels were to make necessary accommodations.

The top features or services that hotels would need to offer to encourage more frequent hotel stays would be: 1) rooms close to entrance, hotel restaurants/food court, and transportation and 2) more accommodating staff. Based on qualitative research, “accommodating” staff seems to be interpreted as “sensitive” or

“solicitous.”

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Cruises

In the past five years, 12% of adults with disabilities have taken a cruise. This appears to be somewhat higher than the general population.*

Repeat business for cruises is particularly high. 59% of those who have taken a cruise in the past five years plan to take another cruise in the coming five years.

*According to the Cruise Lines International Association (2002 Market Profile Study), only 8% of the U.S. general population has taken a cruise in the past 5 years.

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Restaurants

On average, adults with disabilities patronize fast food restaurants, casual restaurants and more formal restaurants about once per week each. Typical personal expenditures range from $5 for fast food restaurants to $15 for more formal restaurants.

Adults with disabilities select their favorite (and most frequented) restaurants for the same reasons as adults without disabilities do – based on the taste of the food, the value, and the service.

% who patronize

at least once per week

Median Personal

Expenditures

Fast food restaurants 53% $5

Casual dining restaurants (e.g. Denny’s or Shoney’s)

36% $9

More formal restaurants 35% $15

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Detailed FindingsDetailed Findings

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Chapter 1:Chapter 1:General TravelGeneral Travel

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29%

11%

19%21%

14%

6%

None 1 2 3-5 6-10 More than 10

Overall Number of TripsOverall Number of TripsOverall Number of TripsOverall Number of Trips

Q500 How many trips have you taken in the past 2 years for business?Q501 How many trips have you taken in the past 2 years for pleasure?Q502 How many trips have you taken in the past 2 years for business & pleasure?Base: All respondents (n=1037)

71% of adults with disabilities traveled at least once in the past 2 years. Typically, adults with disabilities take about 2 trips every 2 years, though 1 out of 5 are more frequent travelers who take 6 trips or more.

Total Trips Taken in Past 2 Years

MEDIAN = 2

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Sharing Travel ExperiencesSharing Travel ExperiencesSharing Travel ExperiencesSharing Travel Experiences

Word of mouth is a powerful vehicle in the disability community – 85% of adults with disabilities who travel share their travel experiences with others.

Q540 Which of the following statements best reflects how likely you are to share your personal travel experiences with others?Base: Has taken a trip (n=778)

15%

4%

66%

14%

I primarily share my travel experiences withothers when the services and accommodations

have been excellent

I primarily share my travel experiences withothers when the services and accommodations

have been poor

Regardless of the situation - excellent or poor, Iam likely to share my travel experience with

others

I rarely or never share my personal travelexperience with others

Share Travel Experience 85%

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Method of Booking TripsMethod of Booking TripsMethod of Booking TripsMethod of Booking Trips

34%

33%

12%

9%

11%

On the phone, directly withthe airlines or hotels

On the Internet

In person with a travel agent

On the phone with a travelagent

Other

One-third of adults with disabilities who travel book their trips most frequently online. Only about 1 out of 5 use a travel agent.

Q515 Which method do you use most frequently to book your trips?Base: Has taken a trip (n=778)

Use Travel Agent22%

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50%48%

46%

27%

22%20% 19%

17% 16%

11%

7%

3%

Previousexperience

Friends andfamily

Internet Travelbrochures,

magazines ornew spapers

Travelcompanies,

such asairlines andhotel chains

Travel guides State or citytourismoffices

Travel agent Disabilityorganizations

or othercommunity

organizations

Television Other None of these

Sources of InformationSources of InformationSources of InformationSources of Information

Among those who travel, previous personal experience, friends and family, and the Internet are the top 3 sources of accessibility information for adults with disabilities who travel.

Q545 In general, when planning a trip, what are your best sources of information about which companies, services and products are most accessible for people with disabilities?Base: Has taken a trip (n=778)

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Reasons for Favorite RestaurantReasons for Favorite RestaurantReasons for Favorite RestaurantReasons for Favorite Restaurant

49%

44%

33%

30%

24%

19%

12%

9%

Their food tastes better thanother restaurants food.

Their meals are the bestvalue.

They have the best service.

They have the greatestvariety of food.

They have the nicestatmosphere.

They have the fastestservice.

They are the most accessiblefor people with disabilities.

Other reason not mentioned.

Taste of food, value, and service top the list of reasons why adults with disabilities return to their favorite restaurants.

Q725 Which of the following best describe why you keep going back to eat at your most-frequented restaurants?Base: All respondents (n=1037)

Service89%

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Chapter 2:Chapter 2:Profile of Travelers with DisabilitiesProfile of Travelers with Disabilities

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Profile of Travelers with DisabilitiesProfile of Travelers with DisabilitiesProfile of Travelers with DisabilitiesProfile of Travelers with Disabilities

Among all adults with disabilities…

General travel

71% have traveled at least once in the past 2 years 20% are frequent travelers … and have taken 6 or more trips in the past 2 years.

Type of travel

67% have traveled for pleasure 18% have traveled for business 16% have traveled for a combination of business and pleasure

Travel by air

30% have traveled by air in the past 2 years 10% are heavy airline users … and have taken 3 or more flights in the past two years

Stays in hotels

55% have stayed in hotels in the past 2 years 22% are heavy hotel users … and have stayed in hotels 3 or more times in the past 2

years

Travel expenditures

17% are heavy spenders …and typically spend more than $1,000 on a trip.

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Profile of Heavy Airline Users, Heavy Profile of Heavy Airline Users, Heavy Hotel Users, and Heavy SpendersHotel Users, and Heavy SpendersProfile of Heavy Airline Users, Heavy Profile of Heavy Airline Users, Heavy Hotel Users, and Heavy SpendersHotel Users, and Heavy Spenders

34% of all adults with disabilities fall into one or more of the following categories: heavy airline users, heavy hotel users or heavy spenders.

All adults with disabilities

Heavy Airline Users

2%

Heavy Spenders

10%

Heavy Hotel Users

10%

0%

3%

5%

4%

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Profile of Travel ExpendituresProfile of Travel ExpendituresProfile of Travel ExpendituresProfile of Travel Expenditures

Travelers with disabilities have taken more than 63 million trips in the past 2 years and typically spend $430 per trip.

So, total travel expenditures for the disability community equal….

More than $27 billion for 2 years

Approximately $13.6 billion annually

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Chapter 3:Chapter 3:Profile of a Typical TripProfile of a Typical Trip

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Total Trips for Total Trips for Business, Pleasure or CombinationBusiness, Pleasure or CombinationTotal Trips for Total Trips for Business, Pleasure or CombinationBusiness, Pleasure or Combination

Most of the trips taken by adults with disabilities are for pleasure.

Q500 How many trips have you taken in the past 2 years for business?Q501 How many trips have you taken in the past 2 years for pleasure?Q502 How many trips have you taken in the past 2 years for business & pleasure?Base: All respondents (n=1037)Q517 Now, thinking about your last trip, did you take your last trip for business, pleasure or both?Base: Has taken a trip (n=778)

% Last Trip% Total Trips

18%

66%

16%

Business Pleasure Both

6%

85%

7%

Business Pleasure Both

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6-717%

8 or more28%

3-533%

212%

18%

None3%

Profile of Typical TripProfile of Typical TripProfile of Typical TripProfile of Typical Trip

Q520 Again, thinking about your last trip, how many of the following people traveled with you?Q525 On your last trip, how many nights were you away from home?Q530 Also, on your last trip, approximately how much did you personally spend on . . . ?Base: Has taken a trip (n=778)*This figure is the median expenditures for the people who use this service. For example, the median expenditures ($349) for airfare is based off of only those who traveled by plane. As such, the specific expenditures will not equal the total.

26%

71%

26%

5%

5%

Family members- children

Family members- adults

Friends

Businesscolleagues

Professionalcaregivers

Travel companions

Nights Away From Home

Median

Total expenses $430

Accommodations (such as hotels, inns or motels)** $241

Airfare* $349

Food and beverages* $105

Entertainment (e.g., theater, theme parks and museums)* $100

Car (e.g., gas, tolls, rental)* $98

Mass transit* $28

MEDIAN = 5

On a typical trip, adults with disabilities: Spend 5 nights away from home; Have 1 companion; and Spend $430.

MEDIAN = 1 companion

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22%

49%

9%

24%

4%



Friends

Businesscolleagues


6-74%

8 or more15%

3-563%

210%

11%

None4%

Profile of Typical Trip – Profile of Typical Trip – Business (18% of total trips)Business (18% of total trips)Profile of Typical Trip – Profile of Typical Trip – Business (18% of total trips)Business (18% of total trips)

Travel companions


MEDIAN = 4

Median

Total personal expenses $330

Accommodations (such as hotels, inns or motels)* $226

Airfare* $530




Mass transit* $92

On a typical business trip, adults with disabilities: Spend 4 nights away from home; Have 1 companion; and Spend $330.

Q520 Again, thinking about your last trip, how many of the following people traveled with you?Q525 On your last trip, how many nights were you away from home?Q530 Also, on your last trip, approximately how much did you personally spend on . . . ?Base: Last trip was for business (n=53)*This figure is the median expenditures for the people who use this service. For example, the median expenditures ($530) for airfare is based off of only those who traveled by plane. As such, the specific expenditures will not equal the total.


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26%

74%

23%

2%

5%



Friends

Businesscolleagues


6-718%

8 or more29%

3-530%

212%

18%

None3%

Profile of Typical Trip – Profile of Typical Trip – Pleasure (66% of total trips)Pleasure (66% of total trips)Profile of Typical Trip – Profile of Typical Trip – Pleasure (66% of total trips)Pleasure (66% of total trips)

Travel companions


MEDIAN = 5

Median



Airfare* $350




Mass transit* $27

On a typical pleasure trip, adults with disabilities: Spend 5 nights away from home; Have 1 companion; and Spend $441.

Q520 Again, thinking about your last trip, how many of the following people traveled with you?Q525 On your last trip, how many nights were you away from home?Q530 Also, on your last trip, approximately how much did you personally spend on . . . ?Base: Last trip was for pleasure (n=647)*This figure is the median expenditures for the people who use this service. For example, the median expenditures ($350) for airfare is based off of only those who traveled by plane. As such, the specific expenditures will not equal the total.


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22%

52%

26%

22%

6%



Friends

Businesscolleagues


6-79%

8 or more19%

3-531%

218%

120%

None3%

Profile of Typical Trip - Combined Business & Profile of Typical Trip - Combined Business & Pleasure (16% of total trips)Pleasure (16% of total trips)Profile of Typical Trip - Combined Business & Profile of Typical Trip - Combined Business & Pleasure (16% of total trips)Pleasure (16% of total trips)

Travel companions


MEDIAN = 3

Median



Airfare* $233




Mass transit* $19

On a typical combined business and pleasure trip, adults with disabilities: Spend 3 nights away from home; Have 1 companion; and Spend $435.

Q520 Again, thinking about your last trip, how many of the following people traveled with you?Q525 On your last trip, how many nights were you away from home?Q530 Also, on your last trip, approximately how much did you personally spend on . . . ?Base: Last trip was combination of business and pleasure (n=64)*This figure is the median expenditures for the people who use this service. For example, the median expenditures ($233) for airfare is based off of only those who traveled by plane. As such, the specific expenditures will not equal the total.


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25%

73%

29%

7%

6%



Friends

Businesscolleagues


6-715%

8 or more25%

3-533%

213%

17%

None6%

Profile of Typical Trip – Frequent Travelers** Profile of Typical Trip – Frequent Travelers** (20% of all adults with disabilities)(20% of all adults with disabilities)Profile of Typical Trip – Frequent Travelers** Profile of Typical Trip – Frequent Travelers** (20% of all adults with disabilities)(20% of all adults with disabilities)

Travel companions


MEDIAN = 5

Median



Airfare* $349




Mass transit* $22

On a typical trip, frequent travelers: Spend 5 nights away from home; Have 1 companion; and Spend $388.

Q520 Again, thinking about your last trip, how many of the following people traveled with you?Q525 On your last trip, how many nights were you away from home?Q530 Also, on your last trip, approximately how much did you personally spend on . . . ?Base: Has taken a trip and frequent traveler (n=246)*This figure is the median expenditures for the people who use this service. For example, the median expenditures ($349) for airfare is based off of only those who traveled by plane. As such, the specific expenditures will not equal the total.**Frequent travelers are defined as adults with disabilities who take 6 or more trips every 2 years.


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27%

83%

24%

2%

3%



Friends

Businesscolleagues


6-722%

8 or more47%

3-529%

22%

10%

None0%

Profile of Typical Trip – Heavy Spenders**Profile of Typical Trip – Heavy Spenders**(17% of all adults with disabilities)(17% of all adults with disabilities)Profile of Typical Trip – Heavy Spenders**Profile of Typical Trip – Heavy Spenders**(17% of all adults with disabilities)(17% of all adults with disabilities)

Travel companions


MEDIAN = 7

Median

Total personal expenses $1,621


Airfare* $613




Mass transit* $50

On a typical trip, heavy spenders: Spend 7 nights away from home; Have 2 companions; and Spend $1,621.

Q520 Again, thinking about your last trip, how many of the following people traveled with you?Q525 On your last trip, how many nights were you away from home?Q530 Also, on your last trip, approximately how much did you personally spend on . . . ?Base: Has taken a trip and heavy spender (n=209)*This figure is the median expenditures for the people who use this service. For example, the median expenditures ($613) for airfare is based off of only those who traveled by plane. As such, the specific expenditures will not equal the total.**Heavy spenders are defined as adults with disabilities who on average spend $1,000 or more on a trip.

MEDIAN = 2 companions

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12%

61%

27%

6%

4%



Friends

Businesscolleagues


6-715%

8 or more49% 3-5

25%

210%

11%

None0%

Profile of Typical Trip – Heavy Airline Users** Profile of Typical Trip – Heavy Airline Users** (10% of all adults with disabilities)(10% of all adults with disabilities)Profile of Typical Trip – Heavy Airline Users** Profile of Typical Trip – Heavy Airline Users** (10% of all adults with disabilities)(10% of all adults with disabilities)

Travel companions


MEDIAN = 7

Median


Accommodations (such as hotels, inns or motels)** $300

Airfare* $349




Mass transit* $26

On a typical trip, heavy airline users: Spend 7 nights away from home; Have 1 companion; and Spend $661.

Q520 Again, thinking about your last trip, how many of the following people traveled with you?Q525 On your last trip, how many nights were you away from home?Q530 Also, on your last trip, approximately how much did you personally spend on . . . ?Base: Has taken a trip and heavy airline user (n=154)*This figure is the median expenditures for the people who use this service. For example, the median expenditures ($349) for airfare is based off of only those who traveled by plane. As such, the specific expenditures will not equal the total.**Heavy airline users are defined as adults with disabilities who have flown 3 or more times in the past 2 years.


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24%

70%

28%

9%

5%



Friends

Businesscolleagues


6-715%

8 or more29%

3-530%

214%

110%

None2%

Profile of Typical Trip – Heavy Hotel Users** Profile of Typical Trip – Heavy Hotel Users** (22% of all adults with disabilities)(22% of all adults with disabilities)Profile of Typical Trip – Heavy Hotel Users** Profile of Typical Trip – Heavy Hotel Users** (22% of all adults with disabilities)(22% of all adults with disabilities)

Travel companions


MEDIAN = 5

Median



Airfare* $348




Mass transit* $25

On a typical trip, heavy hotel users: Spend 5 nights away from home; Have 1 companion; and Spend $689.

Q520 Again, thinking about your last trip, how many of the following people traveled with you?Q525 On your last trip, how many nights were you away from home?Q530 Also, on your last trip, approximately how much did you personally spend on . . . ?Base: Has taken a trip and heavy hotel user (n=312)*This figure is the median expenditures for the people who use this service. For example, the median expenditures ($348) for airfare is based off of only those who traveled by plane. As such, the specific expenditures will not equal the total.**Heavy hotel users are defined as adults with disabilities who have stayed in hotels 3 or more times in the past 2 years.


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Total Expenditures – By Marital Status, Total Expenditures – By Marital Status, Income, Age and EducationIncome, Age and EducationTotal Expenditures – By Marital Status, Total Expenditures – By Marital Status, Income, Age and EducationIncome, Age and Education

Average expenditures are higher for adults with disabilities in one or more of the following categories: those who are married, have higher incomes, are college graduates, and/or are between the ages of 35 and 49.

Q530 Also, on your last trip, approximately how much did you personally spend on . . . ?Base: Has taken a trip (n=778)

Total PersonalExpenses

MEDIAN

Marital Status

Married/living with spouse $498

Single $384

Income

Less than $15K $384

$15K to less than $34.9K $383

$35K to less than $49.9K $725

$50K to less than $75K $697

$75K or more $704

Total PersonalExpenses

MEDIAN

Age

18-34 $300

35-49 $564

50-64 $403

65 or older $478

Education

High school graduate or less $342

Some college $521

College graduate or more $676

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Chapter 4:Chapter 4:Travel By AirTravel By Air

37


Profile of Air TravelersProfile of Air TravelersProfile of Air TravelersProfile of Air Travelers

30% of adults with disabilities have traveled by air in the past 2 years (or 9.4 million air travelers).

Air travelers typically take 2 trips every 2 years (or 18.8 million trips) and spend $349 per flight.

So, total expenditures for the airline industry among travelers with disabilities equal….

More than $6.6 billion for 2 years

Approximately $3.3 billion annually*

*According to the Travel Industry Association, total air passenger revenues in 2002 were $72.9 billion. Therefore, adults with disabilities contribute about 4.5% of total revenues.

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57%

28%

14%

0 flights 1-2 flights 3 or more flights

Trips By AirTrips By Air

43% of travelers with disabilities have taken at least 1 flight in the past 2 years.

Q505 For how many of these trips did you travel by air?Base: Has taken a trip (n=778)

Number of Airline Flights Taken by Travelers with Disabilities

over the Past 2 Years

43%


39

Heavy Airline UsersHeavy Airline UsersHeavy Airline UsersHeavy Airline Users

Heavy airline users take 3 or more flights every 2 years and comprise 10% of all adults with disabilities.


Adults with disabilities

who travel (71%)


who fly (30%)

Heavy airline users (10%)


40

Special Devices/Equipment Special Devices/Equipment Special Devices/Equipment Special Devices/Equipment

40%

31%

13%

9%

6%

2%

2%

0%

44%

47%

31%

14%

8%

5%

4%

2%

1%

36%

Use of airport wheelchair to get to the gate

Some type of meet-and-assist or escort serviceat the gate

Use of airport transfer chair (aisle chair) to get toyour seat

Use of onboard wheelchair

Assistive hearing devices

Oxygen

Braile safety cards

Service animals

None of these

Total

Heavy Airline User

The use of an airport wheelchair and a meet-and-assist service are by far the most important services needed by adults with disabilities (and also heavy airline users).

Q625 Which of the following special devices do you need when you travel by air?Base: Has traveled by air (n=378)

41


Features/Services That Encourage More Features/Services That Encourage More Frequent Travel By AirFrequent Travel By AirFeatures/Services That Encourage More Features/Services That Encourage More Frequent Travel By AirFrequent Travel By Air

More accommodating staff, guaranteed seating, and designated assistance at check-in/arrival top the list of services airlines need to offer in order to encourage more frequent travel among adults with disabilities. Guaranteed preferred seating is far and away the top service requested by heavy airline users.

Q635 Which of the following two items would encourage you to fly more often?Base: All respondents (n=1037) NOTE: This analysis was performed using a trade-off technique called the Compass Method. 15% of adults with disabilities answered that none of the services offered would encourage them to fly more often.

All Adults With Disabilities

Heavy Airline Users

Rank Index Rank Index

Staff who go out of their way to accommodate my special needs 1 198 3 189

Guaranteed preferred seating (aisle seat upfront, preferably bulkhead) 2 188 1 350

Designated employee at check-in and arrival 3 176 2 190

Meet and assist service at the gate 4 148 5 155

Centralized phone number to call 5 140 6 117

Increased sensitivity to my needs during security checks 6 135 4 167

Accessible lavatory 7 128 7 106

Wheelchair drop off and pick up at gate 8 124 10 85

Use of airport wheelchair to get to the gate 9 118 8 101

More time to board or exit the plane 10 113 9 89

Attendants who do not call unnecessary attention to my needs 11 74 11 75

Use of airport transfer chair to get to my seat 12 50 12 27

Oxygen available on board 13 41 14 14

Use of onboard wheelchair 14 37 13 17

Assistive hearing devices 15 14 16 6

Service animals 16 12 15 10

Braille safety cards 17 5 17 2

Instructions for reading this table:

The “rank” column shows the order of respondents’

preferences.

The “index” column is the share of preference for each item. “100” is the score we would

expect each item to receive, if all items were considered

equally important. Anything above 100 is considered more

important and anything less than 100 is considered less

important.

In addition, the “index” shows the relative importance of each item. For example,

guaranteed preferred seating (index=188) is five times

more important than use of an onboard wheelchair (index=37).

42


Top 5 Features/Services That Would Encourage Top 5 Features/Services That Would Encourage More Frequent Air Travel – By Severity and Type More Frequent Air Travel – By Severity and Type of Disabilityof Disability

Top 5 Features/Services That Would Encourage Top 5 Features/Services That Would Encourage More Frequent Air Travel – By Severity and Type More Frequent Air Travel – By Severity and Type of Disabilityof Disability

The same features/services would also encourage more air travel, regardless of severity or type of disability. Guaranteed preferred seating and more accommodating staff top the list for all groups.

Q635 Which of the following two items would encourage you to fly more often?Base: Blindness (n=141); Deafness (n=175); Physical impairment (n=961); Slight/moderate (n=421); Somewhat/very severe (n=614) NOTE: This analysis was performed using a trade-off technique called the Compass Method.

Blindness Deafness Physical Impairment

1. Staff who go out of their way to accommodate my special needs

1. Guaranteed preferred seating1. Staff who go out of their way to accommodate my special needs

2. Guaranteed preferred seating 2. Centralized phone number to call 2. Guaranteed preferred seating

3. Meet and assist service at the gate3. Staff who go out of their way to accommodate my special needs

3. Designated employee at check-in and arrival


4. Increased sensitivity to my needs during security checks

4. Meet and assist service at the gate

5. Centralized phone number to call5. Designated employee at check-in and arrival

5. Centralized phone number to call

Slight/moderate disability Somewhat/very severe disability

1. Guaranteed preferred seating1. Staff who go out of their way to accommodate my special needs


2. Guaranteed preferred seating



4. Meet and assist service at the gate 4. Meet and assist service at the gate

5. Centralized phone number to call5. Increased sensitivity to my needs during security checks


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Potential For Air Travel if Needs Were MetPotential For Air Travel if Needs Were MetPotential For Air Travel if Needs Were MetPotential For Air Travel if Needs Were Met

31%

17%

25%

19%

5%

None

1

2

3-5

6 or more

If their needs were met, the typical traveler with a disability would take 2 more flights per year as would the typical heavy airline user.

Q640 How many more trips do you think you would take in a given year if airlines were able to accommodate all of your primary needs as a person with a disability?Base: Has traveled by air (n=378); Heavy airline users (n=154)

MEDIAN = 2

28%

9%

30%

25%

5%

None

1

2

3-5

6 or more

Air Travelers With DisabilitiesHeavy Airline Users

(10% of adults with disabilities)

MEDIAN = 2

44


Potential Revenue for AirlinesPotential Revenue for AirlinesPotential Revenue for AirlinesPotential Revenue for Airlines

The airline industry has the potential to more than double its annual revenue from adults with disabilities (an additional $3.3 billion) if necessary accommodations are made. And, this is even a very conservative estimate, assuming that air travelers with disabilities have overstated two-fold how often they would take flights if accommodations are made. Moreover, airlines that reach out more aggressively and immediately to the disability market can expect to achieve a larger share of the $3.3 billion.

NOTE: Adults with disabilities are defined as those having blindness, deafness, or a condition that substantially limits one or more basic physical activities such as walking, climbing stairs, reaching, lifting or carrying. The data on the incidence of adults with disabilities was obtained through The Harris Poll (November 2002) and based off of the number of adults in the US population, according to the 2000 U.S. Census. The 30% incidence of air travelers was based off of data from this study.

Air Travelers with Disabilities 9,410,764Median Additional Flights Per Air Traveler User X 2Total Additional Flights Per Year 18,821,528

Total Additional Flights Per Year 18,821,528Median Airline Expenditures X $349Additional Airline Spending Per Year $6.6 billion

Conservative Estimate of Airline Spending (1/2 of Additional Airline Spending) $3.3 billion

45


Chapter 5:Chapter 5:HotelsHotels

46


Profile of Hotel UsersProfile of Hotel UsersProfile of Hotel UsersProfile of Hotel Users

55% of adults with disabilities have stayed in hotels in the past 2 years (or 17.3 million hotel users).

Hotel users typically stay in hotels 2 times every 2 years (or 34.5 million visits) and spend $241 per visit.

So, total expenditures for the hotel industry among travelers with disabilities equal….

More than $8.3 billion for 2 years

Approximately $4.2 billion annually*

*According to the Travel Industry Association, total hotel room revenues in 2002 were $76.3 billion. Therefore, adults with disabilities contribute about 5.5% of total revenues.

47


Stays in Hotels, Motels, or InnsStays in Hotels, Motels, or Inns

23%

45%

32%

0 hotel stays 1-2 hotel stays 3 or more hotel stays

64% of travelers with disabilities have stayed in hotels at least 1 time in the past 2 years.

Q510 How many of these trips included one stay overnight in paid accommodations, such as a hotel or motel?Base: Has taken a trip (n=778)

Number of Hotel Stays Taken by Travelers with Disabilities

over the Past 2 Years

64%


48

Heavy Hotel UsersHeavy Hotel UsersHeavy Hotel UsersHeavy Hotel Users

Heavy hotel users stay in hotels, motels or inns 3 or more times every two years and comprise 22% of all adults with disabilities.



who travel (71%)


who stay in hotels (55%)

Heavy hotel users (22%)

49


Features/Services That Encourage More Features/Services That Encourage More Frequent Hotel StaysFrequent Hotel StaysFeatures/Services That Encourage More Features/Services That Encourage More Frequent Hotel StaysFrequent Hotel Stays

The location of the room (that is, a room close to the entrance, restaurants, and transportation) and accommodating, designated staff are the most important services that hotels need to offer to encourage adults with disabilities to visit more often.

Q820 Which of the following two items would encourage you to stay in hotels more often?Base: All respondents (n=1037) NOTE: This analysis was performed using a trade-off technique called the Compass Method. 8% of adults with disabilities answered that none of the services offered would encourage them to stay in hotels more often.

Adults with Disabilities

Rank Index

Room close to hotel restaurants or food court

1 280

Room close to entrance and transportation

2 263

Staff who go out of their way to accommodate my special needs

3 168

Designated hotel employee at check-in 4 164

Room service 5 134

Internet access in room 6 132

Ramp access to entrances 7 124

Wall mounted shower seat available 8 122

Portable tub/shower seat available 9 99

Wheelchair accessible room with roll-in shower

10 99

Visual alert system for doors, phone, and smoke detector

11 96

Adults with Disabilities

Rank Index

Room with grab bars only 12 93

Wheelchair accessible room with bathtub

13 81

Staff who do not call unnecessary attention to my needs

14 72

Bed on open bed frame 15 72

Large print menus and property maps

16 63

Lower shower heads 17 60

Lower closet shelves 18 53

Captions on all television channels

19 32

Phone amplifier 20 29

Pool lift 21 28

In room TTY 22 18

Non wheelchair accessible room 23 17


The “rank” column shows the order of

respondents’ preferences.

The “index” column is the share of preference

for each item. If all items were considered equally important, “100” is the score we would expect each item to

receive. Anything above 100 is considered more important and anything

less than 100 is considered less

important.

In addition, the “index” shows the relative

importance of each item. For example,

room close to restaurants (index=280)

is ten times more important than pool lift (index=28).

50


Features/Services That Encourage More Features/Services That Encourage More Frequent Hotel Stays By Heavy Hotel UsersFrequent Hotel Stays By Heavy Hotel UsersFeatures/Services That Encourage More Features/Services That Encourage More Frequent Hotel Stays By Heavy Hotel UsersFrequent Hotel Stays By Heavy Hotel Users

A convenient hotel room and accommodating, accessible staff are also the most important services requested by heavy hotel users.

Q820 Which of the following two items would encourage you to stay in hotels more often?Base: Heavy hotel users (n=312) NOTE: This analysis was performed using a trade-off technique called the Compass Method.

Heavy Hotel Users

Rank Index

Room close to entrance and transportation

1 348

Room close to hotel restaurants or food court

2 318

Designated hotel employee at check-in 3 194

Staff who go out of their way to accommodate my special needs

4 162

Wall mounted shower seat available 5 134

Internet access in room 6 119

Room service 7 116

Ramp access to entrances 8 107

Room with grab bars only 9 97

Portable tub/shower seat available 10 91

Visual alert system for doors, phone, and smoke detector

11 86

Wheelchair accessible room with roll-in shower 12 74

Heavy Hotel Users

Rank Index

Staff who do not call unnecessary attention to my needs

13 73

Wheelchair accessible room with bathtub

14 62

Bed on open bed frame 15 57

Lower shower heads 16 56

Large print menus and property maps

17 48

Lower closet shelves 18 45

Captions on all television channels

19 27

Phone amplifier 20 24

In room TTY 21 24

Pool lift 22 19

Non wheelchair accessible room 23 17


The “rank” column shows the order of

respondents’ preferences.

The “index” column is the share of preference

for each item. If all items were considered equally important, “100” is the score we would expect each item to

receive. Anything above 100 is considered more important and anything

less than 100 is considered less

important.

In addition, the “index” shows the relative

importance of each item. For example,

room close to restaurants (index=318)

is almost 17 times more important than pool lift (index=19).

51


Top 5 Features/Services That Would Encourage Top 5 Features/Services That Would Encourage More Frequent Hotel Stays – By Severity and Type More Frequent Hotel Stays – By Severity and Type of Disabilityof Disability

Top 5 Features/Services That Would Encourage Top 5 Features/Services That Would Encourage More Frequent Hotel Stays – By Severity and Type More Frequent Hotel Stays – By Severity and Type of Disabilityof Disability

The same features/services would also encourage more hotel stays, regardless of severity or type of disability – the location of the room and more accommodating staff are important to all groups.

Q635 Which of the following two items would encourage you to fly more often?Base: Blindness (n=141); Deafness (n=175); Physical impairment (n=961); Slight/moderate (n=421); Somewhat/very severe (n=614) NOTE: This analysis was performed using a trade-off technique called the Compass Method.

Blindness Deafness Physical Impairment

1. Room close to hotel restaurants or food court



2. Room close to entrance and transportation






4. Room service 4. Designated hotel employee at check-in 4. Designated hotel employee at check-in

5. Internet access in room5. Visual alert system for doors, phone, and smoke detector

5. Room service

Slight/Moderate Somewhat/very severe





3. Designated hotel employee at check-in3. Staff who go out of their way to accommodate my special needs

4. Internet access in room4. Designated hotel employee at check-in


5. Ramp access to entrances


52

Potential For Hotel Stays if Needs Were MetPotential For Hotel Stays if Needs Were MetPotential For Hotel Stays if Needs Were MetPotential For Hotel Stays if Needs Were Met

32%

11%

21%

21%

9%

None

1

2

3-5

6 or more

If their needs were met, the typical traveler with a disability would stay in hotels 2 more times per year as would the typical heavy hotel user.

Q825 In a given year, how many time would you stay in a hotel if hotels were able to accommodate all of your primary needs as a person with a disability?Base: Has stayed in paid accommodations (n=607); Heavy hotel users (n=312)

All Hotel Users With Disabilities

33%

10%

15%

25%

11%

None

1

2

3-5

6 or more

Heavy Hotel Users22% of all adults with disabilities

MEDIAN = 2 MEDIAN = 2

53


Potential Revenue for HotelsPotential Revenue for HotelsPotential Revenue for HotelsPotential Revenue for Hotels

The hotel industry has the potential to more than double its annual revenue from adults with disabilities (an additional $4.2 billion) if necessary accommodations are made. And, this is even a very conservative estimate, assuming that hotel users with disabilities have overstated two-fold how often they would go to hotels if accommodations are made. Moreover, hotels that reach out more aggressively and immediately to the disability market can expect to achieve a larger share of the $4.2 billion.

NOTE: Adults with disabilities are defined as those having blindness, deafness, or a condition that substantially limits one or more basic physical activities such as walking, climbing stairs, reaching, lifting or carrying. The data on the incidence of adults with disabilities was obtained through The Harris Poll (November 2002) and based off of the number of adults in the US population, according to the 2000 U.S. Census. The 55% incidence of hotel users was based off of data from this study.

Hotel Users with Disabilities 17,253,068Median Additional Hotel Stays Per Hotel User X 2Total Additional Hotel Stays Per Year 34,506,136

Total Additional Hotel Stays Per Year 34,506,136Median Hotel Expenditures X $241Additional Hotel Spending Per Year $8.3 billion

Conservative Estimate of Hotel Spending (1/2 of Additional Hotel Spending) $4.2 billion

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Chapter 6:Chapter 6:CruisesCruises

55


Taken a Cruise in the Past Five YearsTaken a Cruise in the Past Five YearsTaken a Cruise in the Past Five YearsTaken a Cruise in the Past Five Years

12%

88%

Yes No

12% of adults with disabilities have taken a cruise in the past 5 years.

Q645 Have you taken a cruise in the past five years?Base: All respondents (n=1037)

56


Taken a Cruise in the Past Five YearsTaken a Cruise in the Past Five YearsTaken a Cruise in the Past Five YearsTaken a Cruise in the Past Five Years

Most adults with disabilities don’t anticipate taking a cruise in the next 5 years. However, once adults with disabilities have taken a cruise, they are likely to want to take a cruise again.

Q650 And, on a scale of 1 to 7 with “1” representing “not likely at all” and “7” representing “extremely likely” , how likely are you to take a cruise in the next five years?Base: All respondents (n=1037); Has taken a cruise in the past five years (n=121)

NOTE: On the 7 point scale, “likely” is associated with a rating of 5,6 or7; “neither likely nor unlikely” is associated with a rating of 4; and “unlikely” is associated with a rating of 1,2, or 3.

% Likelihood to Take Cruise in Next Five Years

25%

8%

66%

59%

9%

25%

Likely Neither likely nor unlikely Unlikely

Total

Has taken cruise inpast 5 years

57


ImplicationsImplications

58


ImplicationsImplicationsImplicationsImplications

Despite the hurdles and frustrations expressed during preliminary qualitative research, the travel market among adults with disabilities is huge…

More than 22 million adults with disabilities have traveled in the past 2 years. They have taken more than 63 million trips in the past 2 years. They have spent over $27 billion on travel expenditures in the past 2 years.

Revenues from travelers with disabilities could double for both airlines and hotels, if appropriate accommodations are made.

The accommodations needed to capture this potential revenue do not seem to be cost-prohibitive or unattainable:

For airlines, more accommodating staff and guaranteed preferred seating For hotels, rooms close to transportation, entrances and restaurants and more

accommodating staff

The Internet is an especially powerful vehicle among adults with disabilities who travel and has the opportunity to be better leveraged among travel suppliers when reaching out to adults with disabilities.

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Respondent ProfileRespondent Profile

60


Respondent ProfileRespondent ProfileRespondent ProfileRespondent Profile

Age Total%

18 – 34 1335 – 49 2750 – 64 3065+ 29Decline to answer 1

MEAN 54Marital Status Total%

Married 54Single, never married 15Divorced 11Separated 3Widowed 11Living with partner 5Decline to answer 1

Marital Status Total%


Gender Total%

Male 46Female 54

Gender Total%

Male 46Female 54

Children <18 in Household Total%

No children in household 751 112 73 or more 6Decline to answer *



Race Total%

White 84Black/African American 6Native American or Alaskan Native 3Mixed racial background 2Other 1Decline to answer 3

Ethnicity

Yes, of Hispanic origin 5No, not of Hispanic origin 92Decline to answer 3

Race Total%

White 84Black/African American 6Native American or Alaskan Native 3Mixed racial background 2Other 1Decline to answer 3

Ethnicity


61


Respondent Profile (continued)Respondent Profile (continued)Respondent Profile (continued)Respondent Profile (continued)

Education Total%

High school graduate or less 51Completed some college, but no degree 22Associate’s degree 7College graduate or more 19Decline to answer 1

Education Total%


Household Income Total%

Less than $25,000 41$25,000 - $49,999 24$50,000 - $74,999 11$75,000 or more 8Decline to answer 16



Employment Status Total%

Employed (full-time, part-time, self-employed) 21Not employed, but looking for work 4Not employed and not looking for work 17Retired 47Student 3Homemaker 11Decline to answer 2



Region Total%

East 19Midwest 25South 36West 20

Region Total%


62


Respondent Profile (continued)Respondent Profile (continued)Respondent Profile (continued)Respondent Profile (continued)

Type of Disability Total%

Have blindness or vision impairment 14Have deafness or hearing impairment 18Have physical mobility impairment 92



Severity of Disability Total%

Slight/Moderate (Net) 42 Slight 10

Moderate 32

Severe (Net) 58Somewhat severe 40Very severe 18


Slight/Moderate (Net) 42 Slight 10

Moderate 32


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Traveler ProfileTraveler Profile

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Traveler ProfileTraveler ProfileTraveler ProfileTraveler Profile

Age Total%

18 – 34 1335 – 49 2850 – 64 3065+ 29Decline to answer 1

MEAN 54Marital Status Total%


Marital Status Total%


Gender Total%

Male 45Female 55

Gender Total%

Male 45Female 55





Race Total%

White 83Black/African American 6Native American or Alaskan 3 NativeMixed racial background 3Other 1Decline to answer 4

Ethnicity


Race Total%

White 83Black/African American 6Native American or Alaskan 3 NativeMixed racial background 3Other 1Decline to answer 4

Ethnicity


65


Traveler Profile (continued)Traveler Profile (continued)Traveler Profile (continued)Traveler Profile (continued)

Education Total%


Education Total%










Region Total%


Region Total%


66


Traveler Profile (continued)Traveler Profile (continued)Traveler Profile (continued)Traveler Profile (continued)






Slight/Moderate (Net) 43 Slight 11Moderate 33



Slight/Moderate (Net) 43 Slight 11Moderate 33


2002 Open Doors Organization Disability Study

Travel

Transcript of 2002 Open Doors Organization Disability Study