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DESIGN, IMPLEMENTATION, PROMOTION AND MARKETING
FOR ACCESSIBLE TOURISM ITINERARIES IN EUROPE
best practices on accessible tourism destinations
HANDBOOK

DESIGN, IMPLEMENTATION, PROMOTION AND MARKETING
FOR ACCESSIBLE TOURISM ITINERARIES IN EUROPE
best practices on accessible tourism destinations
HANDBOOK
102/G/ENT/PPA/13/511 – SI2.687448
Massimo Canalicchio – Louis Montagnoli
Mieke Broeders – Fenneken Spaan
Veroniek Maat
Margaret Tokarska
João Manhita Pereira
Luciano Carlicchi – Fausto Gonnellini
MARCH 2016

CONTENTS
Foreword i
Acknowledgements ii
Chapter I Accessible Tourism State-of-the-Art 1
Chapter II Accessible Tourism Survey 13
Chapter III Training for Tourism Offer Professionals 16
Chapter IV Accessible Tourism Marketing 20
Chapter V Good Practice Examples of Tourism Destinations 22
Conclusions and Lessons Learnt 31
Attachments 33
References 46
Photogallery 47

FOREWORD
i
At the end of this 18 month lasting work on accessible tourism we have
collected a compendium of our experience on studies, surveys, training,
promotion and marketing in this manual.
We hope it can contribute to increase awareness, information and
competence and promote accessible tourism initiatives from professionals,
policy makers and public institutions.
Our efforts, as project promoters and coordinators have been addressed
mostly to spread information and awareness on business opportunities
existing in this specific tourism sector.
The work of the project partners from Belgium, Poland, Portugal, the
Netherlands, besides obviously Italy, has been focused on collecting and
sharing knowledges and experiences to set and develop a common path
evolving towards improvements in terms of accessibility of tourism
destinations in Europe.
The participation with a stand and accessible tourism offers to the most
important general international tourism exhibitions in Europe, WTM London
2015 and ITB Berlin 2016, as well as the organization of the 1st Amsterdam
Accessible Tourism Exhibition and Conference, with participation of tourism
experts, journalists and tour operators, have represented important activities
aimed to test and study in depth how to match the high demand from
tourists with different kinds of disabilities.
A cultural approach enabling to understand the view that everybody is a
specific customer with special needs is the starting point to plan staff
training, design for all, proper adaptation of the existing buildings, rooms
and common spaces.
A better customer satisfaction is possible just aiming at welcoming persons
by providing adapted accommodations, equipment and services to favour
holiday full pleasure.
Massimo Canalicchio & Louis Montagnoli

ACKNOWLEDGEMENTS
ii
We wish to express our sincere thanks to:
the Italian Ministry of Cultural Goods and Activities and Tourism, General
Direction for Tourism Policies
and
the Region of Umbria, Council Department for Culture, Tourism and
Promotion of Umbria
for their commitment and support to the project
ENAT, European Network for Accessible Tourism
for its support and advice
AISM, Multiple Sclerosis Italian Association
for hosting the ACCESSTOUR training day in Lucignano
The staff members of the European Commission DG GROWTH Tourism
for their tutoring and advice
The staff members of the ETIS Joint Conference 2016 in Brussels
for inviting us to present our project outputs
All tourism professionals and tourists involved in our survey
All persons helping us in the organization of the stands at the exhibitions
held at WTM London 2015 and ITB Berlin 2016
All participants to the ACCESSTOUR Amsterdam Conference and Exhibition
2016

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CHAPTER I – ACCESSIBLE TOURISM STATE-OF-THE-ART

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I.1 Accessible Tourism Definition and Needs
Tourism is an enormous and widespread industry. It is found all over the world, so its impacts,
social, economic, and environmental, are also worldwide. Accessible tourism is the ongoing
endeavour to ensure tourist destinations, enterprises, products and services are accessible to all
people, regardless of their physical limitations, disabilities or age. It encompasses publicly and
privately owned tourist locations.
Accessible tourism enables all people, also people with access requirements, including mobility,
vision, hearing and cognitive dimensions of access, to function independently and with equity
and dignity through the delivery of universally designed tourism products, services and
environments. This definition is inclusive of all people including those travelling with children in
prams, people with disabilities and seniors. You are limited when you are in an environment which
does not allow you to function optimally1
.
© vzw Grip
More than 20% of the population have a longstanding health problem or disability (18-85 years),
severe disabilities increases with age and more than 25% of the total population is older than 60.
With these facts it is reassuring that our modern society is increasingly aware of the concept of
integration of people with disabilities.
Issues such as accessibility, design for all and universal design are featured in the international
symposia of bodies. Steps have been taken to promote guidelines and best practices, and major
resources are now dedicated to this field. A greater understanding of the needs for accessible
tourism and the accessible tourism market have been promoted through research where a
stakeholder analysis has provided an insight into the complexities of accessible tourism2
.
For accessible tourism, literature on tourism marketing differentiates between a macro- and
micro-level approach: at the micro-level the concrete services offered by a tourism enterprise can
be seen as a tourism product, at the macro-level tourism product is actually a tourism destination
itself and the thematic services offered to satisfy tourist needs3
.
by Toegankelijkheidsbureau
1 Lousã, Accessible Tourism Destination, Portugal, Toegankelijkheidsbureau & Ivor Ambrose, 2011.
2 OSSATE 2005, op.cit. commissioned by the European Commission
3 Design and development of touristic products, Gábor Michalkó, Szilvia Boros, János Csapó, Éva Happ, Pál Horváth, Anikó Husz, Mónika Jónás-Beri,
Katalin Lőrinc, Andrea Máté, Erzsébet Printz-Markó, Krisztina Priszinger, Tamara Rátz, Bulcsú Remenyik, Géza Szabó (2011) University of Pécs

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I.2 Accessible Tourism Success Factors
To speak of accessible tourism, some factors really should be achieved. A study of Ivor Ambrose
(ENAT) highlights five success factors in the provision of accessible tourism product or destination
for all namely: policies, strategies and evaluation (1), networks and partnerships (2), the
accessible tourism value chain (3), destination and product development (4), and accessible
tourism experiences (5).4
A successful accessible tourism business or destination is the product
of not one but all of these actions.
Also various experiences across Europe have shown that in spite of different approaches, certain
factors emerged which positively influence the development of a Tourism for All approach 5
. These
Success Factors have to be taken into account in order to ensure successful and satisfactory
implementation.6
Case studies from all over Europe have shown that there is a strong link between
the success of projects or initiatives and the simultaneous presence of all success factors. If one or
more success factors is missing or disappears, there is a high risk of the project not reaching its
expected goals or results.
An additional reason for using success factors is because our experience and experience of cases
already collected from other sectors have demonstrated that to succeed in putting Design for All
principles into practice none of the Success Factors should be neglected.
In the text below those five success factors will be explained more deeply.
I.2.1 Policies, strategies and evaluation
The very first step in creating an accessible tourism enterprise and/or destination is the decision–
maker commitment. This decision to start and follow the process should be taken at the highest
level. After that decision is made, a policy and implementation strategy will guide the long-term
development of any project. Having a set of principles and a clear understanding of the targets and
the reasons why things are done in a certain way will enable those who take the initiative to stay on
track, focus their energies and lead others to a successful result. Policies work best when they are
made explicit – allowing them to be used for evaluation and adjustment.
4
Ambrose, I. (forthcoming, 2011). Introduction. In: Buhalis D., Darcy, S. and Ambrose, I. (eds). Accessible Tourism: Best Practices. Channel View
Publications, Bristol.
5
Economic impact and travel patterns of accessible tourism in Europe, case studies, Service contract SI2.ACPROCE052481700, European
Commission, DG Enterprise and Industry
6 http://www.scandichotels.com/Always-at-Scandic/Special-needs/

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Develop an accessibility policy
Accessibility Policy of the entrepreneur secures of work about accessibility. First you have to form
your own views on accessibility policy. This will happen in relation to inclusive policies. The
following questions arise:
• Do you design a society for all customers and visitors?
• What specific actions are there for accessibility so that vulnerable people are also able to
use it (infrastructure and service)? What do you want to achieve? How accessible do you
want to be?
• Is accessibility a part of the policy (inclusive policy)?
To fill in the policy, it is good to look at the current situation and get answers to the following
questions:
• Who is coordinating the issue of accessibility and who are involved (departments,
employees, government, politics, external parties)?
• What are the main problems with accessibility?
• Which complaints do you receive about accessibility?
• What knowledge and expertise do you have or do you have to hire?
Strategic planning
There are several ways to shape the accessibility policy in the entrepreneur. For each product or
destination, there is another ideal way to do that. Actions should be carefully planned in advance
and all critical aspects should be defined. It is important to seek an appropriate form. Be inspired
by the opportunities and resources you can use. Accessibility policy can be developed by
establishing a policy and then work under that policy. Another option is to start with a concrete
project and draw a general policy based on experiences.
Model and legislation (very important in the macro-level)
• UN Convention: As a framework for access policy sets the standard rules of the UN
Convention to use and to accept Agenda 22 (Agenda 22, the Dutch development of the UN
Standard Rule). The Agenda describes a method in the municipal policy making on an
equal footing by working with organizations and using the knowledge and experience of
experts.
• Legislation (federal, local,..)
• Anti-discrimination legislation
Approach
To achieve accessibility, adaptations are often necessary, for example on a macro scale by
widening sidewalks, pruning shrubs and signage to adjust. You can adjust when you get a
complaint, but you can also promote structural accessibility. For example if a road is repaved, take
the sidewalks also into account and renew the signage. Think out of the box and keep in mind the
total approach. You can also set up projects. For example, this year you change all signage.
Coordinating and continuity: employee charged with accessibility
Enforce accessibility policy and ensure that sufficient attention to accessibility takes attention, time
and effort. If it is a logical part of the work, everyone will be careful. A responsible person should be
in charge of the process and guarantee the continuity if key players change. An employee charged
with accessibility helps to have attention to accessibility.

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This person may accompany a number of specific projects, but can also ensure that accessibility is
increasingly being seen as a normal part of operations of the business or destination.
Appoint an employee who deals with accessibility in all ways (infrastructure and services). This
person will take care of accessibility in all projects and during management. Therefore he/she has
contacts with accessibility experts and with the various departments within and outside the
business (planning, management, communication, etc.).
Hotline accessibility problems
To be aware of problems with accessibility quickly, you can set up a hotline. Examples of
complaints received by such a hotline are: loose tiles, no ramp, brochures without accessibility
information, etcetera. Complaints are quickly checked and then such a road worker or manager
turned to the green problem.
The hotline does not have access to stand alone, it is perhaps even better when there is a direct
access which is integrally included. Most importantly, the focus on accessibility is guaranteed.
Devoting appropriate human, technical and economic resources to the planned actions
Activities to maintain good accessibility, can cost additional money. Often the costs are part of the
budget for management. That is the best way of thinking: accessibility as part of normal work that
goes with it, the integrated approach. You can also set up specific projects designed to promote
accessibility. For large projects, the bulk of the cost is in making the project (building,...). The costs
are relatively low in the design phase. If you take right attention to accessibility in the beginning,
the costs are also relatively low. These are working-hours of someone with expertise of
accessibility. Also, the cost of accessibility modifications at the beginning of the project are very
low. This way you prevent subsequent costs for necessary adaptations. As you know, retrofitting
always costs extra money.
Encouraging accessibility
If you like a good community access policy, you are well on your way to an accessible society. But
you are not responsible for all businesses, venues, activities, buildings and spaces and you can
not force other businesses to make their property accessible. You can do this by encouraging
dialogue with the other entrepreneurs to bring about awareness. On a macro scale, you can also
go one step further and provide a subsidy. For example, a grant to a social function with buildings
more accessible to people with disabilities.
Communication and marketing
Both in the sense of external communication in the usual dissemination tools but also acknowledge
the contribution of all stakeholders.
Focus on accessibility in the whole community will create an accessibility awareness. Organize a
day of accessibility. Invite people to go for a walk through the city and into a building with/in a
wheelchair, a scooter or a walker. Let them experience what the obstacles on streets, sidewalks
and buildings are.
Assurance: activities to ensure accessibility
To know how it is with accessibility in a business or in a destination, it is important to test regularly
what is good and what isn’t. It is very valuable input from tourists, customers, citizens, .... They are
confronted daily with the inconveniences that entails inaccessibility.
Evaluation
The analysis of complaints, as mentioned above, determine how the accessibility policy is doing.
This allows you to evaluate the accessibility policy on a regular base. Are there less complaints?
Are problems resolved so that the business or destination has become more accessible?
There are a number of activities which will remain on the list of actions because they are
continuously or regularly. Think of the good pruning of green close to sidewalks. The accessibility

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problem will never completely disappear: it deserves constant attention. However, you can assess
whether you are pro-actively, whether you already have rectified such a shortcoming before you
receive complaints. Based on the complaints you receive and how fast a complaint is resolved you
can evaluate the situation.
I.2.2 Network and partnerships
The internal and external stakeholders should be identified and should be involved in the process.
Networks with multiple stakeholders (local, regional and national networks) are vital for
developing the necessary know-how and building a deep understanding of customers’ needs and
how to address these. Through online and face-to-face networking at events useful partnerships
can develop. Businesses partners, NGOs, decision makers, public sector managers and
researchers can mix across their usual sectoral boundaries and find each other. Networking also
opens up opportunities for training, knowledge-sharing and innovation. Sometimes partnerships
are difficult, especially on a macro level, because the members have different and sometimes
conflicting interests. A good coordination and management will help you with that. Even if you
cooperate with external parties, coordination and an integrated approach is important. Cooperation
is important to achieve good results.
It is also important to involve other partners like stake holders, the community,... Besides the
importance of informing customers, citizens and tourists (with and without an impairment), it is also
important to involve the knowledge and experience of those people where possible. For
accessibility the input of expertise is a great value for the quality of policies and actions. Experts
can help you with specific accessibility issues.
I.2.3 Accessible Tourism Value Chain – visitors journey
Fundamental to delivering a satisfying tourism product or service is the need to consider the whole
access chain (see figure). The customer’s needs are central to the design of any tourism
operation so the connections between every place, every service and activity must be thoroughly
worked out and tested in order to succeed.
Staff will also play an important role in bridging possible access gaps or smoothing out unforeseen
difficulties. Their training in disability awareness and customer care should not be overlooked.
Equipment hire companies and other specialists are also important for providing adequate
services.
Access chain Visitor’s journey

777
The access chain includes all items of a visitor’s journey. This is a simple tool that helps to take a
visitors view of what visitors want at every stage of a holiday or a short break. The journey starts
when a visitor first decides to take a trip and ends when they return home and reminisce about
their visit. Keep in mind that all visitors feel different emotions at each stage of their journey. For
visitors with special needs, emotions can be stronger. When they plan a trip, visitors are likely to
feel frustrated with a lack of information. When they arrive they might feel anxious about what
welcome they will receive and whether their needs will be met. It is important to know so the
tourism industry can help the visitors to feel more relaxed at every stages.
Visitor’s journey
• stimulation, planning and anticipation
o Information: mouth to mouth advertising, marketing, booking systems, web sites &
services: information accessible to all
• ease of booking
o Information: marketing, booking systems, web sites & services: information
accessible to all
• travel to the destination
o Transport: by air, land and sea, suitable for all users
• the destination experience
o Barrier-free destinations: infrastructure and facilities
o High quality services: delivered by trained staff
o Activities, exhibits, attractions: allowing participation in tourism by everyone
o Travel at destination: transport: by air, land and sea, suitable for all users
• going home
o Transport: by air, land and sea, suitable for all users
• recollection of the experience: memories, pictures, etc.
For each segment in the journey there exists a plethora of public and private sector bodies whose
products and services can make or break the visitor experience.

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I.2.4 Destination and Product Development
Accessible tourism requires the development of accessible enterprise and/or destinations with the
necessary facilities, infrastructure and transport to make up a varied, stimulating and well-
functioning environment. Isolation is the worst form of inaccessibility. However good the
accessible accommodation, attraction or venue may be, it cannot deliver an optimal experience for
the visitor if it is an “accessible oasis” within an inaccessible urban or rural landscape, served only
by inaccessible transport. The public sector clearly has an important role in providing or
encouraging local accessible services which, in turn, will support businesses in their efforts to
attract customers who seek good access.
It is important to remember that destinations have greater capacity than individual
businesses. They must lead the way by marketing themselves boldly and clearly as being
accessible and friendly towards disabled visitors, seniors and families. Destinations may develop
their own accessible destination brand labels to enhance their visibility, as well as using existing
labels.
An important part of the product and destination development is the availability of
accessible information. Visitors need good and reliable accessibility information about the venue
and its surrounding (transport, other facilities, activities,…). Most of the time the information about
that environment is not objective and not reliable. It is very important that these extra information is
objectively checked so the visitor will get the reliable information he or she needs.
I.2.5 Accessible Tourism Experience
Delivering accessible tourism experiences must be at the heart of the business model for any
enterprise or destination which aims to succeed in this market. This means ensuring that the
activities, facilities and services are designed as close as possible to the visitors’ needs and
expectations. Gathering feedback from visitors is also essential to understanding the outcomes of
the visitor experience.

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I.3 Accessible Tourism Problems and Actions
In order to develop an accessible destination all success factors should be accomplished. On
micro scale for an accessible enterprise and on macro scale for an accessible destination. If one or
more success factors are failing, problems will be experienced by the customers. For example,
when there is no or no reliable information, visitors will have problems with booking or they will not
get the service they expect and need. To increase the accessibility of those success factors
actions should be taken in all those success factors.
Examples of those activities can be found in the list below.
Policy, strategy, evaluation:
• Decision makers’ commitment at the highest level
• Strategy
• Raising awareness among stakeholders and economic operators in the tourism sector
• Maintain the involvement of the advisory board and users.
• Implement a visitor survey and repeat on a regular basis
• Ensure continued and increased incorporation of accessible tourism objectives in all
policies
• Integrate accessible tourism in policies and actions by increasing awareness of all policy
makers
• Policy is firmly adressed in the project period and should now be transfered to the standing
policies of the enterprise en be integrated in the overall tourism policy of the destination
• Maintain the use of the budget for problem solving, checking and advice, audits, control,
grants, promotion, marketing, etc.
• Appoint a responsible person (if needed with an accessibility team) to maintain
responsibility for accessible tourism at the highest level and delegate to all sectors:
coordinating, continuity, knowledge management, hotline for problems,…
• Evaluation + follow-up
o Continue using the system and gather the statistics in order to be able to monitor
and evaluate. Develop and use visitor surveys as a routine part of evaluations.
o A good certification system should be based on continuous improvement of "weak"
areas, allocation of resources and development of appropriate services to meet
demand. The accreditation program requires re-assessment and certification at the
end of a two-year period.
Networks and partnerships:
• The entrepreneur should take a leading role national developments and continue in
participating in international networks.
• Maintain the high level of stakeholders, users, advisory board involvement in destination
management and strategic planning.
Implementation (accessible tourism value chain)
• Incorporate accessibility in all steps of the access and visitors chain.
• A systematic approach to the assessment of all services should be implemented.
• Extend the assessment of services to all tourist enterprises.

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• Bring together all information about accessible tourism at the destination in one point.
Develop information products in different media and targeted to different visitor segments.
• Develop information in greater detail and make it available through multiple channels and
sites.
• Develop a visitors card with a range of offers.
• Develop training for all tourism enterprises throughout the destination.
• Develop an information database of all services in the area & around and look for service
possibilities for tourists (demand oriented).
• Although some venues have been assessed by an auditor there has been no publication for
the tourists of the results, nor feedback about the audit to the owner: it is important
therefore i) make the accessibility information available and continuously audit the venues
on a regular basis and update; ii) make on overview of the accessibility of the destination
and develop an overall action plan.
• Register and monitor the number of the assessed venues
• Implement results of studies (accessible venues, mobility, activities, etc.).
• Register the offers and the proportion of the accessible undertake actions to increase the
number of accessible activities and offers.
Destination product development
• Develop and implement a national and international marketing and promotion strategy.
• Accessible destination brand label to enhance the visibility.
Accessible Tourism Experience
• Deliver an accessible tourism experience.
• Development of trainings for the stakeholders, employees, etc.
• Gathering feedback from visitors for evaluation.
When all success factors are achieved the enterprise (micro scale) or destination (macro scale) is
accessible. Unfortunately, lot of venues and/or destinations aren’t accessible at this moment.
There is a severe lack of provision for the needs of tourists with disabilities. The market is not
generally accessible. Some businesses are, others falsely claim to be, and some don’t care. Some
would like to, but don’t know how. One way of rewarding the businesses that are truly complying
with the accessibility goals is by giving them credible outside recognition and certification is a tool
for doing so 7
. The certification process can also teach businesses about better or exemplary
practices, even if the business never gets certified. Of course it is not enough to certify individual
venues and businesses. To get an accessible touristic area you have to investigate and certificate
the whole region in all its different aspects.
Certification sets standards and helps distinguish genuine accessible tourism from others that
make empty claims. In the approach taken for development of an Accessible Tourism Destination
Certification Program, the goal should be to measure two things:
• excellence in accessibility infrastructure and service provisions, and
• quality of the accessibility policies, including management processes and procedures that
aim to guarantee and improve the level of accessibility for all visitors.
7
Lousã, Accessible Tourism Destination, Portugal, Toegankelijkheidsbureau & Ivor Embrose, 2011.

111111
Certification is not an end in itself. It is one of a number of tools for motivating businesses and
others to improve their environmental, social, and economic performance, while rewarding them for
doing so. These rewards are sometimes tangible and sometimes not.
There are a number of other reasons why certification is important. In the study ‘A simple user’s
guide to certification for sustainable Tourism and Ecotourism’ of CESD8
they have investigated
these reasons. Applied to accessibility the benefits are:
Benefits for certified businesses
It (usually) refers to a detailed specification of requirements or standards which service
providers must satisfy in order to receive the label (or other mark of approval). This gives providers
a clear set of targets to aim for, when developing their accessible services
Certification helps businesses to improve themselves: going through a certification process is
educational. Many certified businesses have stated that one of the greatest benefits of the
certification process was to teach them the elements of accessibility in their operations and focus
their attention on the changes they needed to make in their businesses. A better-operating
business tends to be more efficient and to attract more clients.
The process of implementing certification of accessible tourism is often accompanied by easier
access to technical assistance and financing for businesses to implement new technology – the
business is educated about these technologies, while donors and financial institutions are more
likely to offer low-cost financing.
It provides the destination and the individual venue with a marketing tool (- usually in the form of a
label or pictogram) which can be used to catch the attention of potential visitors and inform
them about access, when choosing a destination, for example when searching magazines or
the Internet, before travelling;
Potentially, certification can provide a marketing advantage to certified businesses, as consumers
learn to recognize credible certification brands. This has happened in other industries, such as
organic foods, wood products, clothing, wine, etc.
Benefits for consumers
• Certification provides tourists with impairments choices – it helps consumers to know which
businesses are truly accessible and to make choices on this basis. As certification
programs become better known, this may produce tangible benefits in a business’s
reputation and popularity. An access certification label can be used at the destination to
indicate those venues which have been assessed and approved according to the
scheme, thus making these places or services easier to find.
• When there are two of more providers with similar offers, the one which carries the access
label will be a more obvious choice for the visitor who needs good access.
• When the whole access certification scheme is managed and regulated carefully, it
provides visitors with disabilities with the overall reassurance that their access needs are
being taken care of and that “…here we need not to worry about unpleasant surprises
due to lack of access”.
• It provides functional assurance - that the place or services will actually meet the needs of
one of more specified target groups of persons with disabilities (which may go beyond the
legal requirements);
• Certification in general increases public awareness of responsible business practices.
• Certification can alert tourists to the accessible issues in an area, allowing them to act more
respectfully.
8
Center on Ecotourism and Sustainable Development (CESD, undated) ‘A simple user’s guide to certification for
sustainable Tourism and Ecotourism’.

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• Certified businesses tend to offer better quality service.
Benefits for governments
• Certification helps governments protect their market niches as accessible tourism
destinations.
• Certification raises industry standards in health, safety, environment, and social stability.
• It lowers the regulatory costs of environmental protection.
• It provides legal recognition that a place or service complies with the prevailing laws on
accessibility (i.e. fulfils legal requirements);
• By requiring economic benefits to communities, certification can help reduce poverty,
especially in rural areas.
Finally, certification of accessible tourism protects the social and economic structure of local
communities near the certified businesses.
• It requires businesses to respect accessibility and provide real economic and social benefits
for it.
• When the business is economically sustainable, and offers quality of service to ensure the
accessibility, it is likely to continue offering benefits for the long term.
That way the process and evaluation of a system, also in the future, will be very important.
In the certification system, all success factors should be included, assessed and actions should
be made for all items to increase the accessibility. The system includes not only an analysis of the
current situation but the development of an action plan, based on that analysis, and a commitment
by the decision maker to address identified weaknesses and gaps, within a given time-frame. The
certification should also be considered as a label which shows an ongoing commitment to
accessible tourism as part of a process of continual improvement by implementing the action
plan, and not only a mark of recognition for the achieved results. It is important that the
assessment and the set-up of an action plan should be repeated after a few years. A repetitive
cycle of planning, implementation and evaluation is necessary to achieve the final accessible
business or destination for all.

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CHAPTER II – ACCESSIBLE TOURISM SURVEY

111444
A survey was conducted in Italy and Poland, by using two distinguished questionnaires, available
in English, Italian and Polish, one addressed to tourists with special needs and another to tourism
professional operators providing accessible accommodations and services (see templates
attached at the end of the publication). The scope of the survey was aimed to measure the
satisfaction of visitors with disabilities and analyze their needs on one hand and to test the
experience and engagement of tourism professionals facing a growing market for accessible
tourism.
More than 100 tourists and 20 tourism professionals completed the questionnaires, some of them
also providing comments on their experiences. Also Polish tourists with special needs, specifically
with reduced mobility, participating in guided tours out of Poland, in Austria (Vienna), Spain
(Barcelona), Russia (St. Petersburg) and Scotland, UK (Edimburgh) responded to the questions.
The survey highlighted, first of all, the importance for people with limited mobility or other physical
or mental limitations to travel as a challenging adventure and satisfactory achievement of normal
standards of life quality, such as for holidays, leisure or business.
Secondly the survey pointed out the difficulties for tourists with disabilities to find out information on
accessible transports, destinations, accommodations and available services. Individuals and
families with special needs can find many difficulties planning a travel by themselves, that is why
they prefer often to go back to destinations where they found good satisfaction to their needs or
rely on professional tour operators specialized in accessible tourism.
The satisfaction for services provided by accessible tourism professionals is mostly due to safe
and well organized travel, accommodations and services they provide. This is a very sensitive
point, since the personal experience of many travelers with special needs was often not like
expected because of information on accessibility being not correctly given to internet users. There
is a lack of information, mostly due to environmental conditions not well described, with specific
reference to accessible transports, accommodations and services.
Photo by Accessibletourismresearch.blogspot Photo by ENAT
It is important therefore, according to the tourists interviewed, to give more importance to
information available on internet, also including possible obstacles and difficulties to be faced and
available accessible services.
The destinations had been mostly chosen because of information got from friends or relatives, as
well as from internet and magazines.
Transports were commonly rated good, with some exceptions due to some limited accessibility.
The most requested activities were trips visiting cultural heritage sites, tasting regional meal at
restaurant, attending festivals/cultural events and shopping. There are still limited opportunities to
visit natural parks due to lack of specific offer for persons with special needs.

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The highest rates for the holiday experience were given to a general customer satisfaction, with
specific reference to good maintenance of cultural sites, people hospitality and acceptance, quality
of accessible services, with a lack, compared to expectations, about local food tasting at restaurant
and accommodations.
The interviewees reccommend, for the majority, the chosen destination as accessible, with some
difficulties to be overcome and accessibility to be improved, also with specific reference to
information and offer of services for persons with disabilities. This is the reason why a guided tour
with a specialization in accessible tourism packages it is considered the best way to have
comfortable holidays and well organized travels.
The questionnaires for tourism professionals were mostly addressed to understand their evaluation
about the opportunities offered to accessible tourism by their destinations, accommodations and
services.
In Italy the survey was conducted in Umbria, in the area of Lake-Trasimeno.
The general perception of the tourism professionals was very good for cultural and natural sites as
attractive local destinations, but with lack of information and care of tourists and visitors with
disabilities.
The interest to provide accessible destinations, accommodations and services is high, but it is also
estimated a scarce awareness of the policy makers and persons in charge of tourism policies
about the importance to provide support to investments in this sector, with specific reference to
information and communication, transports and technical assistance to the tourism professionals,
in order to provide accessible itineraries and services.
A similar approach can be also found in the responses from the tourism professionals collected by
Accessible Poland Tours, with focus on importance of information, communication, guidance and
training of all human resources in the tourism supply chain.
The conclusions of the survey confirm the suggestions derived from the State-of-the-Art report,
also with reference to importance of continuous implementation, updating and auditing with
reference to accessible destinations, accommodations and services. Certification can provide a
good approach to a feasible rating with a view to accessible tourism, starting from case studies
offering good reference models with respect to design for all, accessible tourism
providers,development of good quality tourism offer, local and regional tourism planning with care
on accessibility solutions and customer satisfaction related to expectations of persons with special
needs.
A strong point will be however based on a better matching between growing and different needs for
leisure time from persons with disabilities and tailored offer from tourism professionals. New
tourism movements with high potential, such as eco-tourism, can be adapted to the demand from
persons with different kinds of disabilities, also with reference to animal assisted therapies fitting
particularly the demand from families of persons with mental disorders.
The awareness of this potential is growing among the new generations of farmers, where the
movement of care or social farms is evolving towards new competencies and collaborations with
local health services.

111666
CHAPTER III – TRAINING FOR TOURISM OFFER PROFESSIONALS

111777
Accessible tourism can be defined as the ongoing process to ensure tourist destinations, offers,
facilities, environments and services can be accessible to all people, regardless of their physical
or mental limitations, disabilities or age.
The ACCESSTOUR Project had identified, also through a survey involving both customers and
tourism experts, training as one of the most important objectives to enlarge awareness, knowledge
and know-how of stakeholders, policy makers and professionals towards tourism for all marketing
and design approach.
It was very useful, in this framework, the collaboration with another granted project, “Europe
without barriers”, coordinated by AISM, the Multiple Sclerosis Italian Association, with a short
training course for tourism professionals organized at “Residenza i Girasoli” in Lucignano, very
closed to the West-Northern border between Umbria and Tuscany.
Photo by Europe Without Barriers
The main issues of the one-day training were:
1. The legal framework;
2. The design for all environment;
3. The tourism market customer approach;
4. The customized service quality;
5. The tourism tailored offer.
The legal framework was mostly perceived by hotels and other kinds of professional operators in
the tourism industry just as the mandatory supply of rooms for persons with limited mobility. In the
very last years a better understanding of accessible tourism figures and potential customers have
contributed to increase interest and investments, also favoured by national funds and feasible
architectural solutions based on design for all.
Advanced concepts, such as design for all, have allowed a wider perspective. If it is true that can
be easyer to plan new locations based on universal design, also to make changes in existing
buildings or open spaces is possible and successful, if thought in a rational way. The “Residenza i
Girasoli” in Lucignano is an example of ongoing imrovement, starting from the needs of persons
with multiple sclerosis and evolving towards all kinds of other special needs. The location, with all
accessible rooms and empowered with fitness and swimming pool equipments and services, is
conceived as a place where to get a comfortable stay, as well as a departure for surrounding
destinations, such as Siena, Florence, Tyrrhenian Sea, Lake Trasimeno, Perugia, Assisi or Rome,
all suitable for one day trips. Different programs, depending of personal interests, are proposed to
the participants, also by providing buses equipped for persons with wheel chairs and guides for
deafs or other kinds of impairment.

111888
The customer approach is essential to know what all customers need to enjoy a safe, attractive
and comfortable experience, whether in case of developing a business plan, planning to host
individual and groups or organizing visits and satisfying special needs. The staff has to be
continuously trained to welcome and inform customers in a clear, friendly and correct way. Work
shadowing has to be considered as a normal way to train at work new employees, coupling a
skilled worker, called mentor, to a trainee.
The service quality has to be customized, getting a better customer understanding as key to
success. A deeper understanding of customers' needs will enable the person offering
accommodation and services to attract customers and give them the services they are looking for,
making his/her business accessible, inclusive and welcoming to all customers. This position can be
a reference point for the market since venues, facilities and services are in short supply in all
European countries. Customers with specific access requirements are often forced to accept
solutions not fully fulfilling their needs, due to a lack of quality in some of the offers which are
accessible to them. They may even sometimes have to change their choice of destination simply
because information about accessible facilities is unavailable. This means that a well thought and
managed offer for different kinds of special needs, offering customized high quality services, could
be very successful in the market.
Following the previous issues, tailored tourism offers, based on design for all and customized
service quality, can be promoted by collecting accessible destinations, accommodations and
services.
This approach aims at identifying the large population, 1 of five Europeans with disabilities,
estimated therefore about 80 millions.
European ageing population tends to increase more and more the number of persons with physical
limitations or mental disorders, with their relevant special needs. It is therfore very important to take
in mind this wide and diversified reality, and relevant different impacts, as represented in the figure
here below, when designing a training course for the staff involved.

111999
The scheme of a well designed e-learning course for tourism operators can be based on general or
basic modules, for providing an overview of a training approach to accessible tourism, and detailed
or specialist modules, more focused on specific issues linked to kinds of tourism offers,
destinations, special needs requirements, etc.
The Basic Modules are:
• Module 1: Introduction to accessible tourism
• Module 2: Business information and communication
• Module 3: Special needs customer satisfaction
• Module 4: Improving facilities for persons with different special needs
The e.learning Modules 1 to 4 are focused on the main issues of accessible tourism, with specific
reference to kinds of disabilities and special needs to be faced and accommodation and open
space design suitable for all of them. The modules have at the end multiple open-ended questions
to pass the test and receive the Basic Accessible Tourism Training Certificate.
After passing the basic course, the trainee can select one or more Specialist Modules to complete
the training course.
The Specialist Modules are:
• Module 5 Accommodation and facilities for accessible tourism
• Module 6 Catering services for persons with special needs
• Module 7 Mobility and transport for customers with disabilities
• Module 8 Accessible rooms and open spaces for onferences and meetings organization
• Module 9 Marketing and sales offer of accessible tourism packages
• Module 10 Management of customized services for persons with special needs
• Module 11 Organization of sports and events involving persons with disabilities
• Module 12 Heritage and culture visits for persons with special needs
This scheme of a complete training course can be found online in the ENAT (European Network for
Accessible Tourism) website www.accessibletourism.org .
A course, ETCAATS, Introduction Accessible Tourism, is dedicated to all the tourism operators
and is made, as previously explained, of a general part introducing to the concept and approach of
accessible tourism and a detailed part made of all specific issues.
Another course, also available in the ENAT website, is a LLP Leonardo da Vinci project addressed
to tourist guides for people with intellectual and learning difficulties in Europe (T-Guide) and has
been released on in collaboration with the European Federation of Tourist Guide Associations
(FEAG) and other partners (www.t-guide.eu).
The ENAT e-learning courses are available online, free of charge, after login and are therefore
useful for self-learning individuals, but also for groups, assisted by a tutor, for online or offline
training.

222000
CHAPTER IV – ACCESSIBLE TOURISM MARKETING

222111
The experience of the ACCESSTOUR Project had the ambition to propose accessible tourism offer
in the framework of the general tourism marketing. The participation with a stand to the two largest
tourism exhibitions in Europe, WTM 2015 in London and ITB 2016 in Germany, had the objective
to involve local tourism professionals to promote their destinations, accommodations and services
addressed to persons with special needs.
A brochure entitled “Accessible tourism offer in Umbria and surroundings 2016” was
presented and distributed in London, at the ACCESSTOUR stand, and in the framework of a
workshop on tourism for all, also with participation of the partner Accessible Travel Netherlands,
promoting an accessible tourism offer based on destinations in Holland and Belgium, and at ITB
2016 in Berlin, with participation at the stand of the partner Accessible Poland Tours, promoting
accessible tourism destinations in Poland and other destinations in European countries, and in
collaboration with the Europe Without Barriers Project, coordinated by the Italian Multiple Sclerosis
Association.
The numerous relations made during the exhibitions were reported in a contact list available for all
tourism professionals interested to be included in the list of accessible tourism accommodation and
service providers.
Also very ambitious was the organization of the Accessible Tourism Conference and Exhibition in
Amsterdam, managed by Accessible Travel Netherlands and with participation of all the project
partners from Belgium, Italy, Poland and Portugal. The workshop session was based, after the
presentation of the ACCESSTOUR Project, on thematic seminars leaded by experts in accessible
tourism and with participation of about 60 tourism professionals and journalists. After the
discussion on key themes of the accessible tourism in Europe, there was the exhibiton of the
tourism offer with 10 exhibitors and participation of professional and individual for information and
business promotion.
The experience of the ACCESSTOUR tourism offer at WTM London, ITB Berlin and Amsterdam
was very useful to test a model of promotion and business marketing for further awareness,
development, networking and planning of initiatives favouring tourism for all.

222222
CHAPTER V – GOOD PRACTICE EXAMPLES OF TOURISM DESTINATIONS

222333
Name De Dielis, holiday center for people with special needs
Location Hamont-Achel, Belgium
General information: The Dielis is an accomodation that has all the necessary infrastructure to
accommodate people with special needs (groups from institutions but also
families). The Dielis offers children and adults with severe mental or
multiple disabilities the opportunity to enjoy a relaxing holiday.
Capacity: 24 people
Pictures
Success factor
1 Policy, strategy and evaluation:
Commitment of decision-makers,
Coordination and continuity,
Strategic planning, Qualification
and knowledge transfer,
Communication and distribution.
Initiative of two individuals, who departed from their personal commitment
and their work experience in care facilities.
Advise of an accessibility office during the design and the building activities
Subsidy of Tourism Flanders
2 Network and partnerships Personal contacts derived from their work in care sector
Designers, contractors,…
Tourism Flanders
Accessibility office
Services: nursing (wit-gele kruis, red cross), minders/sitters (Lidoa and
volunteers), mobility (accessible transport service, taxi Hendriks,...)
3 Accessible Tourism Value Chain
and visitors journey
Outdoor:Accessible routes (walkways and cycling routes),adapted play area
Buildings: adapted lavatory, exhibition, Food & Beverages,…
Aids: adapted bicycles for rent , Daisy-player
Adapted wayfinding
4 Destination and product
development - Information
Accessibility certification (A+ label Tourism Flanders)
Website (www.dedielis.be) with a good overview of all facilities and of all
accessible activities in the environment
Documentary (Vlaanderen Vakantieland)
Promotions
Accessibility information of the internal accessible services:
Accessible kitchen, bathrooms and rooms
Elevator
Mobile hoist
Beds and bath: adjustable height
Heating lamps, colorful led lamps
Wheelchairs, shower wheelchair, shower stretcher, shower seat
Alarm in all rooms, bathrooms and toilets
Storage with sockets for electrical wheelchairs
Co-operation with Red Cross, nursing (wit-gele kruis, red cross),
minders/sitters (Lidoa and volunteers), mobility (accessible transport
service, taxi Hendriks,...)
Accessible garden: animals, accessible playground,…
Accessibility information offered by the territory all around:
Accessible walking routes ( municipality Hamont-Achel)
Accessible swimming (Dommelslag Overpelt)
Cuddle room Sence City ( Sint-Oda, Overpelt)
Accessible wellness
Accessible tilt car
Accessible skiing
Rent of accessible bikes (municipality Hamont-Achel)
Accessible playgrounds
5 Accessible Tourism Experience Because of all facilities, all extra services and the commitment of the
owners, the visitors will experience a great holiday.
Feedback is gathered (evaluation form, personal contacts of owners with
visitors)

222444
Name: Het Vinne, public provincial domain
Contacts: Zoutleeuw, Belgium
General information: This recreation area is the green visit card of the province Vlaams-Brabant
and it is unique in Europe. During a relaxing walk around the largest inland
sea of Flanders . In the visitors center visitors will get a lot of information
about the huge diversity of the waterfront fauna and flora. Most facilities are
accessible.
Pictures:
Success factor
Commitment of decision-
makers, Coordination and
continuity, Strategic planning,
Qualification and knowledge
transfer, Communication and
distribution.
Commitment of the province
The province has one person who is responsible for accessibility in all levels
of the provincial policy. He also is responsible for the budget and
coordination
Collaboration with an accessibility office from the first design until the
implementation
2 Network and partnerships Accessibility office
Designers, contractors
All employees of the public domain ( hosts, green service,…)
Tourist office
Municipality
Interreg Project
The whole venue (entrance, doors, kitchen, all rooms and bathrooms) and
the garden are accessible
Availability of a lot of aids: wheelchairs, lifter, heating lamp in bathrooms,…
Great service and special adapted offers for nursing, sitting, mobility,…
Easy booking (website, phone,…)
development - Information
Promoting in brochures, website (vlaamsbrabant.be/vrije-tijd-
cultuur/provinciedomeinen/het-vinne-zoutleeuw), …
Arrangements of accessible activities
Documentary ( Vlaanderen Vakantieland)
Accessibility information of the internal accessible services:
Accessible playground
Accessible wayfinding
Accessible walking and cycling routes for all
Accessible toilet, exhibition, restaurant
Rent of accessible bikes
Daisy player
Accessible walking and cycling routes
Accessible venues in the surrounding
5 Accessible Tourism Experience Training for employees (i.e. green service, guides,…)
Accessible offer includes all items of the visitor’s value chain which makes
this destination an accessible one.

222555
Name: I Girasoli, holiday home
Location: Lucignano, Italy
General information: In the heart of the Tuscan countryside, Lucignano is the location of the “Casa
Vacanze I Girasoli”, an inviting hotel with universal design rooms, bungalows,
restaurant and accessible pools, nestled in a magnificent maritime pine park on the
border between Arezzo and Siena.
The Casa Vacanze I Girasoli is a quiet oasis for nature vacation, near the main
Tuscan – Umbrian cities and an excellent starting point for enchanting trips and
excursions. Full of ample outdoor spaces, ideal for a vacation with children, the
hotel has a restaurant, two pools (one heated), bar, gym, tennis court, free parking
and three meeting rooms for business and training meetings.
Pictures:
Success factor Even if owned and managed by AISM (Italian Association for Multiple Sclerosis), the
hotel, including rooms and bungalows, is open to all guests, not only to persons with
disabilities. The rooms, all with private bathrooms, are inspired and equipped in
respect of the universal design concept and allow enter and move by wheel chair. The
wooded park of the hotel is wide and flat. The swimming pool and gym are full
equipped for people with disabilities and provided with specialized staff. The
restaurant provide meals inspired to traditional recipes and using mostly organic
products. The prices are very reasonable and the offer is therefore very appreciated
by groups.
The accommodation policy is inspired to give offer targeted to all kind of guests, with
specific attention to satisfaction of needs from persons with disabilities and their
families. The staff is continuously trained to support this kind of public and qualified
according to high quality standards. The communication to the public is very effective
both at level of the hotel offer, as well as for the general contents provided by AISM.
2 Network and partnerships AISM ONLUS is a non-profit organization based in Rome and in Genova, with
premises for accommodation in various regions. “I Girasoli” is the most important of
them. AISM has national and international partnerships and contacts with social and
tourism operators and associations such as ENAT.
AISM is the leader of an ongoing project on improvement of accessible tourism
facilities and design with a specific focus on accommodation, staff training and
services for guided visits. For the purpose of guided visits a bus is available equipped
for persons with limited movements.
development +
Information
Promotion on the website www.igirasoli.ar.it of the hotel in Italian and English and on
the AISM official website www.aism.it . Assistance and services are provided at high
level for any needs of the guests, also due to continuous staff training and initiatives
to favour entertainment and wellbeing.
5 Accessible Tourism Experience From tourism location for multiple sclerosis patients to hotel open to all guests
including persons with different disabilities. The weak and threat points due to a target
of persons with multiple sclerosis were turned into strong and opportunity points by
opening the hotel to all. As a consequence staff training and universal design became
the most important trends for “I Girasoli”. Also the communication was addressed to a
wide range of potential guests, with focus on assistance and services for persons with
different disabilities.

222666
Name: Therapeutic parks, social agriculture
Location: Mount Subasio Natural Park, Italy
General information: The Region Umbria has been developing since 2012 a project based on accessible
tourism and social tourism in the natural parks. The first step of the project consists of
rural farms in the Subasio Natural Park, near Assisi, adapted to accommodation and
laboratories for persons with mental disabilities. One of the farms, called “La
semente”, has been restored, equipped and managed by ANGSA (Parents’ National
Association of Autistic Persons). This experience has been shared also with a the
Italian farmers’ confederation of Umbria and the University of Perugia, Department of
Agriculture, Food and Environment Sciences
Pictures:
Succes factor The study on the way to adapt at the best old rural houses in order to put up persons
with mental disabilities has been carefully analyzed by a team constituted by
architects, agronomists, social and health operators and parents of persons with
mental disorders. This multidisciplinary approach has contributed to design rooms and
open spaces oriented to wellbeing of persons with various mental disabilities.
The involvement of technical staff members and parents since the beginning of the
project has allowed start within 2 years with the basic services to the guests. The
group of old farms in the middle of a natural park, with agricultural fixtures, is the
centre of the activities consisting of rooms and common spaces inside and
horticultural cultivations, greenhouses, stables outside planned to be safely attended
by persons with mental disabilities. Also part of the therapeutic park bike and trekking
paths and sport plants for leisure time.
2 Network and partnerships The partnership is constituted of the Region of Umbria, municipalities, parents’
associations, social and health units, University of Perugia and other stakeholders
and supporters.
The tourism approach as communication aiming at attracting tourists is still not a
focus of the activities, but it will be more developed when the centre and services will
be sufficiently experimented.
development +
Information
The current use of the centre is addressed to persons with autistic disorders, basically
hosted at “La semente”. The feasibility of tourism activities more generally addressed
to persons with mental disabilities has been studied and tested within a 2-year
research in the framework of the Rural Development Plan 2007-2013 measure 124
(innovation). The results are going to be published under coordination of the
University of Perugia.
5 Accessible Tourism Experience This first step can provide a starting point for a more general accessible tourism
experience oriented to persons with mental disabilities. The integration of health
services with the rural space and agricultural activities can be considered a new
frontier of assisted therapies and activities addressed to persons with mental
disorders.

222777
Name: Rond Marken
Location: Marken, the Netherlands
General information: Rond Marken organises guided tours on the former island Marken. The skilled and
enthusiastic guides dressed in traditional costume, tell stories that comes alive in the
authentic decor of the historical centre. A guided walking tour takes about an hour and
can be booked on request.
Pictures:
Success factor
Marken offers unforgettable tours between water and land, historical sites and
traditional recipes and handicrafts, natural landscapes and comfortable
accommodations. Several places with provisions for disabled are listed clearly for the
customers. The Tourism Board of Waterland, in charge for this area, is committed to
facilitate guided tours for persons with reduced mobility and other kinds of disabilities.
2 Network and partnerships The Marken Company is linked to the tourist activities managed by the Tourism Board
of Waterland, a municipality including 9 historical villages in a rural landscape just few
minutes by train from the Amsterdam central railway station.
The tours are customized so also guided tours for people with limited mobility are
provided. That means the route is adjusted with keeping in mind that the spots were
the guides tell the stories gives the same beautiful view as seen during regular tours
when everybody is in upright position.
development +
Information
Apart from the guided tours offered for the regular market, guided tours have also
been developed for people with limited mobility like: walking frames, wheelchairs or
mobility scooters. The guided tours in the old village have been made accessible by
using routes avoiding obstacles like stairs or very unequal surface and using ramps.
We haven also adjusted the route so the guides and guests have a safe place were
the stories are told. www.rondmarken.nl ; www.facebook.com/rondleidingenmarken.
.
5 Accessible Tourism Experience The guides have no extra training to manage tours for persons with disabilities, but a
number of routes and access to public places with someone in a wheelchair are
available. The best route and stops of the guided tour have been already tested with
participation of persons with limited mobility. The feedback of the route but also the
way the guide performance was used to fine tune the tone of voice and adjust the
route. So this can be considered a real experience for all, including persons with
limited mobility or other kinds of disability.

222888
Name: Starbikes Rental
Location: Amsterdam, the Netherlands
General information: Bike rental, coffee and homemade food. Star bikes rental is a company, since 2005,
specialized in bikes for persons with special needs. It is very well located, closed to
the Amsterdam Central Railway Station, to practice the bikes and a great view on the
IJ, Amsterdam waterfront. Parking is available.
Pictures:
Success factor
Amsterdam has a unique cycling culture, also sensitive towards all bike lovers with
disabilities making challenging to ride a bicycle. Starbikes Rentals makes possible
comfortable bike trips to persons traveling with partner or friends, or who might be
less able or handicapped to cycle by themselves.
2 Network and partnerships The Starbikes company is linked to the tourist activities managed by the Tourism
Board of Amsterdam and recommended in various city magazines and free press.
To ride a bike or been carried on bike is an exciting adventure for persons with limited
mobility or other kinds of disabilities. Starbikes provides customized solutions to do it
to individuals, families and groups. All information on available city tours are also
provided to customers.
development +
Information
Main features for persons with disabilities are: shop easy accessible, 2 Veloplus bikes
(bikes with a platform to carry a wheelchair), Opair bike (bike with a detachable
wheelchair in front), Firefly to attach to a wheelchair electric supported, handbikes to
attach to wheelchairs or whole frame low riders, wheelchairs for rent, walking bikes to
support long walks. Links to Website and Youtube www.starbikesrental.com .
.
5 Accessible Tourism Experience The staff member are trained to obtain as much information about the needs and
measurements of a customer to provide the best solution.

222999
Name: Bristol ART & Medical SPA
Location: Busko Zdrój, Poland
General information: Bristol ART & Medical SPA, hotel in Busko-Zdrój is a 4**** which offers a wide range
of medical services. Various medical conditions are treated: orthopedic, neurological,
rheumatologic and others. It has 71 comfortable single/ twin rooms, swimming pool,
café, Boutique Café, restaurant, garden of sculptures. A well-equipped treatment
base, as well as highly qualified medical staff permits to provide a comprehensive
treatment based on natura sulphide water.
Pictures:
Succes factor
Disabled and elderly people who seek rehabilitation treatment with special personal
care.
2 Network and partnerships The hotel is well included in the tour for disabled organized by national and
international tour operators
The hotel is fully accessible for disabled people; It provides 5 large rooms with roll in
showers. The hoist is available to hire free; the swimming pool is fitted with the hoist.
The environment and infrastructure that surrounds the hotel is friendly for the target
group. The special care service who can assist during the treatment and personal
daily needs is also available on request. The assistance at the restaurant is at hand.
The manual wheelchair can be hire to support long walks. The staff is ultra-sensitive
to the specific needs of individuals; for example, a higher-than-normal bed
requirement, the need for a special diet, a task-need for a certain item of equipment.
development +
Information
Brochures,
website, http://bristolbusko.pl/en/home
youtube https://www.youtube.com/watch?v=GWMyhKJuJzA
5 Accessible Tourism Experience The hotel staff is trained to raise awareness of the needs in respect to health and
personal care of disabled clients. The best practice of the hotel is to collect guest
feedback (evaluation form templates) after their stay to respond to improve the
service.

333000
Name: Lousã , Accessible Tourism Destination
Contacts: Lousã, Portugal
General information: Located in the central region of Portugal, Lousã is an area which epitomises
the unspoilt beauty of the Serra da Lousã mountain landscape. Following an
initiative to host the first National Accessible Tourism Conference in April 2007,
Lousã civil society organised a Task Force to plan for the development of
Lousã as the first Accessible Tourism Destination in Portugal. The project,
which is supported by national and EU funding, aims to serve as an example
both nationally and internationally.One of the first actions of the Task Force
has been the launch of an "Accessible Lousã" label for public and private
enterprises. Over 100 members of the scheme have received the label,
advertising their commitment to the objective of accessibility for disabled
people, and their willingness to take concrete measures to improve access, so
as to make Lousã a destination suitable for all visitors.
Pictures:
Success factor
Municipality with ombudsman
Coordination by technical team
Structure committee: local agents with responsibilities of promotion and
execution of action plans
Monitory committee to report
Advisory committee: national and international
2 Network and partnerships Municipality with ombudsman and committees
Local partners: venue owners, rehabilitation center Arcil, tourist agents,
medical services, technical staff, …
Tourist office
Tour operators ( Accessible Portugal)
Accessibility office Belgium
ENAT
All parts of the tourism value chain were investigated, problems were indicated
and action plans were made for all those parts
Development of an accessible destination certification program + label which
includes infrastructures and services.
Implementation of the action plan: improve pavements, provide ramps,
accessible activities (descida da Serra,….),provide extra services,…
development +
Information
Seminars ,…
Lot of promotion on different levels: website (www.cm-
lousa.pt/turismo_acessivel), television, congress, brochures,…
Accessibility information about all investigated parts of the tourism value chain
presented at different seminars.
5 Accessible Tourism Experience Trainings for stakeholders, venue owners, staff,…
There are over 120 enterprises participating in the Lousã Accessible Tourism
Destination labelling scheme. Members of the scheme are committed to make
access improvements in their facilities and services, while training courses in
disability awareness and “welcoming all” have been conducted for different
groups of businesses. Because of this visitors with special needs feel
welcomed and at home in Lousã.

333111
CONCLUSIONS AND LESSONS LEARNT

333222
The multiple approach based on State-of-the-Art and Training Needs Analysis, as a starting
point, implemented with training and marketing activities, examples of good practices, participation
with a stand to WTM London, on 7-9 November 2015 and ITB Berlin, on 8-12 March 2016, and
organization of the special event ACCESSTOUR Amsterdam Conference and Exhibition, on 19
March 2016, has provided useful suggestions and keynotes on feasible and viable ways to
increase the accessible tourism sector and contacts for networking with tourism professionals,
specialized journalists, architectural design experts and individuals with special needs.
Veroniek Maat, by organizing, on behalf of Accessible Travel Netherlands, the accessible tourism
event in Amsterdam and bringing together many people from different sectors in the tourism
industry to teach them about accessible tourism opportunities, policies and best practices, has
found and given participants inspiration to continue to work on accessible tourism in Europe, with
specific reference to the variety of suppliers in the tourism chain and adopting ‘best practices’ in
Europe to create awareness in the tourism industry.The workshops inspired all participants to start
or continue working on accessible tourism. A direct result from the ACCESSTOUR Exhibition and
Conference was a follow up expert workshop on the 29th of April 2016, initiated with the member
of the Tweede Kamer and Dutch Parliament Otwin van Dijk and with the director of the tourism
academy of NHTV University for Applied Sciences.
The differences emerged from the survey about the perception of accessible destinations,
accommodations and services between persons with special needs and tourism professionals not
specialized in accessible tourism, have hilighted the importance of user friendly and continuous
training for the staff involved in the sector of tourism accommodations and services as well as for
professionals providing tourism services.
The online availability of ENAT training products gives the opportunity to have e-learning tools
that can be combined and implemented with class or brief residential courses and internships.
The accessible tourism certification is to be considered a tool to improve customer satisfaction
standards needed by persons with special needs and it is more developed in some European
Northern countries, i.e. in Belgium, where tests are conducted on existing accommodations and
services, based on voluntary assessment and certification.
From performed experiences and contacts during the ACCESSTOUR project is to be
recommended to go on with a rationale of background and pilot experiences that could be used as
a reference for implementing the ISO/TC 228 protocol standards by matching needs of
customers with different kinds of disabilities and possible solutions provided by experts and
specialists, in terms of information, facilities, equipment and services.
A larger communication on the last technical progress and news is very important to give more
information and opportunities to all stakeholders and final users. Bloggers, free press and web
journalists, also influencing newspapers and magazines, are providing every day information on
accessible destinations and services with focus at local, national and world level. Their contribution
is highly important for spreading social awareness and knowledge and stimulating further
developments, inventions and investments (public, private or crowd funding).
At WTM it was possible to have exchange of views with Brian Seaman (@BrianMSeaman) and
Martyn Sibley (@martinsibley), the last one also co-founder of Disability HORIZONS
(@DHorizons), who gave us the perception of a very active movement from the rights for equal
opportunities in daily life, such as for accessibility of transports, roads and public buildings, as well
as leisure enjoiment, up to extreme sport experiences all over the world. This common and no-limit
approaches can improve our understanding of special tourism needs not limited to accessible
accommodations with boring stays, but can open our minds towards a better world for all.
The participation of the ACCESSTOUR Project manager as a speaker to the ETIS Joint
Conference entitled “Managing and Promoting Sustainable and Accessible Tourism Destinations”
organized by the DG GROW in Brussels on 28 January 2016 has also contributed to increase
knowledge resources in favour of the project as well as to share experiences at international level.

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ATTACHMENTS
1 - Accessible Tourism Requirements for Good Practices
Good Practice Requirements
ACCESSTOUR TEMPLATE FOR GOOD PRACTICES
Name:
Contacts:
General information:
Pictures:
Success factor
Commitment of decision-
makers, Coordination and
continuity, Strategic planning,
Qualification and knowledge
transfer, Communication and
distribution.
2 Network and partnerships
development +
Information
5 Accessible Tourism Experience

333444
2 - Survey questionnaires
Questionnaire for Accessible Tourism Offer
QUESTIONNAIRE FOR ACCESSIBLE TOURISM OFFER ASSESSMENT
Comunità Montana – Associazione dei Comuni Trasimeno – Medio Tevere, Toegankelijkheidsbureau,
Accessible Travel Netherlands, Accessible Poland Tours, Accessible Portugal and GrifoViaggi are running
an EU-funded project entitled ACCESSTOUR – ACCESSible Tourism for Rural and Urban Routes, on
tourism accessibility in the European Union.
The questionnaire you are invited to answer aims at analysing some key issues of tourism offer specifically
addressed to persons with special needs and based on tourism for all design. The questionnaire is fully
anonymous. The survey is split into four parts:
• In Part I you are asked to give an evaluation of the tourism brand at national, regional and local
level;
• In Part II you are asked to estimate the qualitative level of services offered to the visitor by the
tourism system, at regional and local level, also with respect to the accessible tourism facilities;
• In Part III you are asked to evaluate the accessibility level of the provided services and indicate
which of them you would prioritise for improvement;
• in Part IV you are asked to give recommendations on how to improve the accessibility of tourism
services.
The rating to be assigned for each question goes from 0 up to 4, where 0 means “very poor” and 4
“excellent”.
Thank you very much for your kind collaboration!
The project staff
What is the name of the place where your tourist facility is located?
What is the name of the village/city where your tourist facility is located?
(3) Please fill in today’s date.
Day: _____ Month: ____________________ Year: 2015
General personal data:
Gender M Age 18-25 26-30 31-40 40-50 51-60 > 60
F
Data on your tourism facility:
Typology
Hotel /
motel /
guesthouse
Farmstead /
Agro-tourism
Holiday home
/ apartment /
Country
House
Pension / Bed &
Breakfast
Camping
Others
(specify)*
Stars (N°)
Ecolabel*
ISO 14000
Emas
ISO 9000
* including local, regional and national certification

333555
• How many employees do you have (excluding yourself)? _____________
PART I
Please give a rating of the current condition of the tourism offer at national/regional/local level.
EVALUATION OF TOURISM OFFER
- +
0 1 2 3 N/A9
01
How do you rate the international tourism image of your country
in foreign countries?
02 How do you rate the national tourism image of your country?
03 How do you rate the tourism brand of your region?
04 How do you rate the quality of tourism services of your region?
05 How do you rate the landscape value of your region?
06 How do you rate the cultural heritage value of your region?
07 How do you rate the brand value of events in your region?
08
How do you rate the quality of the gastronomy value in your
region?
09 How do you rate the tourism offer in your region?
10
How do you rate the capacity of the tourism facilities in your
region (are tourism facilities often overcrowded or empty)?
PART II
Please rate the current condition of services offered to tourists, from their entrance into the country and
territory until the satisfaction of expectations about the chosen tourist destination.
QUALITY LEVEL OF TOURISM TRANSPORT SERVICES
- +
0 1 2 3 N/A10
01 How do you rate the quality of access to your region by:
A Airplane
B Train / public transport
C Touring bus
D Car
E Bicycle
F Other
02 To what extend do the following statements apply to the access situation to your region:
A Insufficient transport modes on offer
B Insufficient/bad connections
C Too busy/dangerous traffic
D Too many delays/too unreliable
E Too expensive
F Unfriendly staff in transport companies
G Uncomfortable
H Difficult to find own way (signposting, etc.)
03 How do you rate the quality of transport in your area?
A Train / public transport
B Touring bus
C Car
D Bicycle
E Other
04 To what extent do the following statements apply to the access situation to your region:
9
N/A means ‘not applicable’ or ‘not available’ or ‘unknown’
10
N/A means ‘not applicable’, ‘not available’ or ‘unknown’

333666
A Insufficient public transport
B Poor information on public transport
C Insufficient/bad connections
D Poor road conditions
E Bad signposting
F Unfriendly transport staff
G Transport not good value for money
H Insufficient access for the disabled
I Insufficient or uncomfortable parking
05 How do you rate the local information service for tourists regarding the following:
A Events
B Activities to do
C Public transport
D Signposting for road traffic
E Signposting of accommodations
F Signposting of attractions
06 How do you rate the local accommodation regarding:
A Price
B Quality
C Suitability for the main target groups
07 How do you rate tourist guide services in your region?
08 How do you rate the quality of local events?
09 How do you rate local leisure activities for tourists in your region:
A Walking/biking/horse riding facilities/routes
B Water sport/leisure
C Cultural heritage sites
D Natural heritage sites
E Festivals and events
F Museums/theme parks
G Shopping
H Wellness facilities
I
MICE (Meetings, Incentives, Conferences and Exhibitions)
facilities
10 How do you rate the local restaurant offer?
11 How do you rate the mix of local tourism opportunities?
12
How do you rate the access/availability of offered services for
disabled?
13
How do you rate the overall level of tourism services in your
region?
PART III
Part III covers the accessibility level of the tourism services and measures currently taken and the priority for
improvement.
SUSTAINABILITY OF PROVIDED SERVICES
- +
0 1 2 3
N/A
11
01 How do you rate the offer of accessible transport services?
02 How do you rate the offer of accessible accommodations?
11

333777
03 How do you rate the offer of accessible tourism facilities?
04 How do you rate the offer of accessible restaurants?
05 How do you rate the offer of outdoor accessible trips?
06 How do you rate the offer of accessible cultural events?
07 How do you rate the accessibility of cultural sites?
08 How do you rate the accessibility of natural sites?
09 How do you rate the offer of shopping for disabled?
10
How do you rate the total offer of accessible services for
disabled?
11 To what extend do you believe tourists with disabilities are satisfied for:
A Local mobility
B Accommodations
C Food
D Nature/ecosystems/landscapes
E Recreational facilities
F Overall
PART IV
IMPORTANCE OF OPTIONS TO IMPROVE ACCESSIBLE TOURISM
- +
0 1 2 3 N/A12
01 More investment in a national accessible tourism brand
02 More investment in a regional accessible tourism brand
03 More investment in a local accessible tourism brand
04 More investment in accessible accommodation facilities
05 More investment in accessible restaurant facilities
06 More investment in accessible information services
07 More investment in leisure/sport/culture accessible facilities
08
More investments in transport infrastructure and services oriented
to accessibility:
A Accessible local roads
B Accessible local rail
C Accessible local airport
D More parking places for disabled
E Cycle routes and lanes more suitable for disabled
G Leisure and sport facilities and services for disabled
H More bus services with facilities and seats for disabled
I More train services with facilities and seats for disabled
09 More investment in organization of events
10
More investments for capacity building of accessible tourism
regarding:
A Branding and communication for disabled
B Customer satisfaction for disabled (comfort, services, etc.)
C Leisure opportunities for disabled
D Design for all facilities
E Training for staff supporting people with disabilities
F Accessible transport services and solutions
Please use this space to specify suggestions or issues we should take into account to improve
the questionnaire
12

333888
Questionnaire for Accessible Tourism Customer Satisfaction
QUESTIONNAIRE FOR ACCESSIBLE TOURISM SATISFACTION
Comunità Montana – Associazione dei Comuni Trasimeno – Medio Tevere, Toegankelijkheidsbureau,
Accessible Travel Netherlands, Accessible Poland Tours, Accessible Portugal and GrifoViaggi are running
an EU-funded project entitled ACCESSTOUR – ACCESSible Tourism for Rural and Urban Routes, on
tourism accessibility in the European Union. This survey is an important part of the project, aimed at
measuring the satisfaction of visitors with special needs of the tourism offer. We therefore ask you to take a
few minutes to fill in this survey, as the results will benefit your future holidays. Your answers are treated
anonymously.
Many thanks for your support!
(1) What is the name of the tourism destination where you are now?
__________________________________________
(3) Please fill in today’s date.
Day: _____ Month: ____________________ Year: 2015
(3) What best describes your trip? (Please choose ONE answer)
Holiday Visiting friends or relatives
Day excursion Business
Sport Other:____________________
(4) In which country do you live?
_________________________________________
(5) What is the main destination on your current holiday/trip? (Please choose ONE answer)
This place Other:___________________
(6) How many days will you be spending in this holidays/visit?
________ days
(7) Are you travelling within an organised group?
Yes No
(8) Who are you travelling with? (Please choose ONE answer)
Alone With friends
Just with my partner With family and friends
With my family Otherwise:_________________
(9) Are you here with children?

333999
No Yes Number:_______
(10) How did you become aware of this destination? (ONE or MORE answers possible)
Recommendation by friends or relatives Internet
Article(s) in newspapers, magazines etc Travel/tourism fair
Travel book/guide TV/Radio documentary
Travel brochure/advertisement I have visited this area before
Local tourist information Other:___________________
(11) Did you organise this holiday yourself, or did you book it, and how? (Please choose ONE answer)
I have booked nothing in advance, neither transport nor accommodation
I have booked my transport and/or accommodation DIRECTLY with the transportation company
and/or the accommodation facility (by phone or online)
I have booked my transport and/or accommodation through a travel agency (this includes online
booking via sites like expedia.com, booking.com, hrs.com, etc.)
I have booked an all-inclusive package
(12) What is the MAIN mode of transport for the trip between your home and destination? (Please choose
ONE answer)
Airplane Rental car
Train / Public transport Car with caravan / Campervan
Tour bus Bicycle
Own car Other:___________________
(13) How do you rate the quality of your trip from your home town to your destination, in regards to the
transport accessibility you used? (Please choose ONE answer)
Good Fair Poor No opinion
(14) If you rated the transport from your home town to your destination area as poor or fair, please mark
which of the following comments apply to your low rating. (ONE or MORE answers possible)
Difficulty on accessibility Too many delays/too unreliable
Seats for disabled not available Too expensive
Insufficient/bad transport connections Difficult to find my way (bad signposting,
complicated timetables, etcetera)
Staff not available for persons with
special access needs
Too busy/dangerous traffic Other:___________________
(15) What are the modes of transport you use for travelling in your tourism destination ? (ONE or MORE
answers possible)
Train / Public transport Car with caravan / Campervan

444000
Tour bus Bicycle
Car Other:___________________
(16) How do you rate the transport you have used in the area of your holidays? (Please choose ONE
answer)
Good Fair Poor No opinion
(17) If you rated the transport in the area of your holidays as poor or fair, please mark which of the following
comments apply to your low rating. (ONE or MORE answers possible)
Public transport with insufficient access
for disabled
Staff not available for persons with
special access needs
Public transport insufficient information Transport low value for money
Insufficient/bad connections Seats for disabled not available
Bad road conditions Insufficient parking for disabled
Bad signposting Other:___________________
(18) What type of accommodation are you staying in during your holiday? (Please choose ONE type; if more
apply, choose the ONE type you stay in longest)
Hotel / motel / guesthouse Apartment / holiday home / country house
Pension / Bed & Breakfast Rural tourism / Agrotourism
Tent Private home / friends / relatives
Caravan / campervan Other:___________________
Bungalow at camping
(19) Does your accommodation have a special recommendation for accessibility (i.e. from ENAT) ?
No Yes I don’t know
(20) If yes, was that recommendation the reason for you to book the accommodation you are staying at?
No Yes
(21) Have you noticed any specific information for persons with special access needs at the accommodation
you are staying at? (If YES, please tick the measures you have seen)
No, I did not
No, because I did not look for them
Yes, namely: Information on friendly use of common
services
Information in braille for blind persons
Information on social activities for
disabled
Information on leisure/sport activities for
disabled

444111
Information on pick-up services for
disabled
Other:___________________
(22) While in holidays were you able to make any of the following activities thanks to accessible facilities and
equipments? See also next page. (ONE or MORE answers possible)
Trip in the countryside/nature Attended a conference
Cycle tour by adapted bikes for disabled Visited cultural heritage sites (e.g. castle)
Water sports Enjoyed a regional meal at a restaurant
Birdwatching (accessible for disabled) Attended a festival
Lake cruise (accessible for disabled) Visited natural reserves / natural heritage
Fishing Visited theme parks
Swimming Visited museums
Sailing tour (accessible for disabled) Shopping
Canoe / rowing boat trip Wellness
Horse riding Other:___________________
(23) If you have made outdoor activities, how do you rate the following items?
Accessibility Good Fair Poor No opinion
Quality of services Good Fair Poor No opinion
Quality of facilities Good Fair Poor No opinion
(24) Please fill in how much you personally spent in each of the categories ON AVERAGE PER DAY during
your holiday. Include any spending on other members of your party for whom you have paid.
(24a) Please first indicate which currency you are using for your estimate.
Euro (€) Other: ____________________________
(24b) Please now indicate your daily spending. If you spent nothing in a category please write “0”. If you
don’t know how much you spent in a category please write “Don’t know” or “D/K”.
Category: Estimated spending per day:
Accommodation ___________
Food and beverages ___________
Shopping (including souvenirs) ___________
Transport ___________
Activities and admission fees ___________
Other ___________
TOTAL SPENT PER DAY ___________
Please respond to the following statements and questions with the appropriate answer.

444222
(46) What could be done to improve your next stay in the area of your holidays? Please provide us with
personal comments on positive or negative experiences you have had with the accommodation facility you
stayed in, the food you enjoyed in the region, the transport you took, or other experiences.
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
You are not obliged to answer these last questions. However, please note that all your information
will be treated confidentially and we would highly appreciate you providing us with this information.
(47) What is your nationality?
__________________________________________________
(48) What is your gender?
Female Male
Statement Disagree Neither
disagree
nor agree
Agree Not
applicable
25 I enjoyed my experience at this tourism destination
26 I found the quality of accessible services good
27 I had a good feeling to be accepted by local people
28 Cultural sites were well maintained
29 Cultural sites were accessible
30 Parks were accessible
31 Natural sites were accessible
32 Information about natural areas, local culture, and
cultural heritage provided to visitors is sufficient
33 I had good opportunities to enjoy local cuisine
34 The quality of the food was good
35 The accommodation accessibility was good
36 The accessibility of services provided was good
37 The natural environment was in good state and
accessible
38 The landscape was amazing
39 I felt safe and secure during my stay
40 I feel I received good value for money
41 I felt welcome at the place of my holidays
42 I would recommend this destination to my friends
43 I would visit this place again
44 I enjoyed of all accessible services and facilities
45 Other comments:____________________

444333
(49) In what year were you born?
__________________________________________________
(50) If you would add everything together: what is your total NET household income? Please indicate the
currency you are using, and whether you express your income per month or per year.
Thank you very much for participating in this survey!
Indicate here the currency for your estimate: Euro (€) Other: ____________
Indicate here whether your income is
expressed per month or per year:
Per month Per year
My net household income is (round off) _____________

444444
San Marino Declaration on Accessible Tourism

444666
REFERENCES
• Buhalis, D. (2000), Marketing the Competitive Destination of the Future. Tourism
Management, Vol. 21 (1), pp. 97-116
• Buhalis, D. (2003), eTourism: Information technology for Strategic Tourism Management,
Harlow, Prentice Hall
• Buhalis D., Eichhorn V., Michopoulou E. & Miller G. (2006), Accessibility Market and
Stakeholders Analysis, OSSATE Project, www.ossate.org University of Surrey.
• Buhalis, D. and Darcy, S. (Editors), (2010).Accessible Tourism: Concepts and Issues
Channel View Publications.
• Buhalis, D., Darcy, S. and Ambrose, I. (Editors), (2012). Best Practice in Accessible
Tourism. Inclusion, Disability, Ageing Population and Tourism. Channel View Publications.
• Cogno E., Dall’Ara G., Comunicazione e tecnica pubblicitaria nel turismo, Franco Angel
Milan, 2002
• Colombo B., Un sogno all inclusive, Hoepli, Milan, 2003
• Kotler P. et al., Principi di Marketing, Isedi, Turin, 2001
• Laura A., Petrangeli A., Viaggiare si può. Turismo e persone disabili, De Agostini, Novara,
2003
• Li Li, David E. Gray, Andrew John Lockwood, Dimitrios Buhalis, 2013, Learning About
Managing the Business in the Hospitality Industry, Human Resource Development
Quarterly, Vol. 24(4), Pages 525-559
• OECD – Organisation for Economic Cooperation and Development (2005), Impact of
Population Ageing on Health and Long-Term Care Expenditure: Assessing the Effect of
Morbidity, Disability and other Cost Drivers. Health Division, OECD, Workshop organised
by the European Commission (Working Group on Ageing) 21-22 February 2005, Brussels
• Peroni G., Marketing Turistico, Franco Angeli, Milan, 2002
• Vertullo F., Marketing del turismo, volume one, Viganò&Viganò, 2002
• Various authors, Le agenzie di viaggio: modelli di aggregazione,Franco Angeli, Milan, 2000
• World Tourism Organization and Fundación ACS (2015) , Manual on Accessible Tourism
for All – Public-Private Partnerships and Good Practices, UNWTO, Madrid.
• http://www.accessibletourism.org/
• http://www2.unwto.org/en
• http://accesstour.eu/
• http://ideal-tour.eu/
• http://www.europewithoutbarriers.eu/en/
• http://www.wheelchairtraveling.com/

PHOTOGALLERY
47

PERUGIA PUBLIC PRESENTATION
49

ETIS CONFERENCE BRUSSELS 2016
52

AMSTERDAM ACCESSTOUR EXHIBITION & CONFERENCE
54

Manuale Accesstour completo

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