@incollection{10.1108/978-1-80592-671-920261004,
    author = {Demurtas, Rossana and Menendez-Blanco, Maria and Santini, Erica},
    isbn = {978-1-80592-674-0},
    title = {Inclusive Tourism Design: Bridging the Information Gap Faced by People with Disabilities},
    booktitle = {Sustainable Business Models: Insights from the Tourism, Cultural and Creative Sectors},
    publisher = {Emerald Publishing Limited},
    year = {2026},
    month = {02},
    abstract = {This chapter explores challenges and opportunities in designing inclusive tourism experiences for people with disabilities (PwD), with a specific focus on the early stages of the tourism journey. Drawing on both qualitative and evaluative methodologies, the study investigates key dimensions of accessibility through web accessibility assessments of major online travel agencies (OTAs) and a thematic analysis of user-generated content from the TripAdvisor forum “Travel with Disabilities.” The research maps the primary barriers faced by PwD, ranging from insufficient digital accessibility and fragmented information to a lack of tailored services and support. The findings reveal that current OTAs do not properly address the specific information and planning needs of PwD, often reinforcing exclusion rather than enabling autonomy. This paper opens the discussion on the information gap faced by PwD and the associated costs they incur when participating in the tourism journey and offers design recommendations aimed at fostering greater equity, accessibility, and empowerment within the tourism sector.},
    doi = {10.1108/978-1-80592-671-920261004},
    url = {https://doi.org/10.1108/978-1-80592-671-920261004},
    eprint = {https://www.emerald.com/book/chapter-pdf/11142309/978-1-80592-671-920261004en.pdf},
}