Accessible and Inclusive Tourism

3.0 Themes

3.1. Place design

Inclusive place design is essential for creating welcoming, accessible environments that address all visitor needs. Effective design goes beyond basic mobility requirements to include features that support sensory, cognitive, and other accessibility needs. Key components of inclusive place design include:

  • Accessible Pathways and Facilities smooth pathways, sensory-friendly spaces, and facilities for assistance animals.

  • Strategic Accommodation Placement locates accessible accommodations near essential amenities.

  • Clear Information and Sensory Tools provide detailed website information and sensory tools to help visitors prepare for their visit.

These elements foster independence, reduce anxiety, and enhance overall experiences. Ongoing improvements and collaborations with accessibility experts reinforce a commitment to inclusivity, building trust with visitors. Since 2016, place design has evolved significantly, with universal design principles becoming standard practice and, in many cases, legally required for new infrastructure. By prioritising accessibility in design, tourism operators not only welcome a broader audience but set the standard for truly inclusive experiences.


Case Study - Holiday Parks

Holiday parks across Australia are demonstrating a strong commitment to accessible and inclusive tourism, with facilities thoughtfully designed to meet a variety of access needs. 

  • NRMA Turtle Sands in Bundaberg, Queensland offers accessible accommodation designed to exceed accessibility standards. Visitors can choose from spacious three-bedroom beach villas or accessible studio rooms, both featuring ramp access, wide entryways, and accessible bathrooms. Accessible studio rooms and villas feature modifications such as lowered benchtops and accessible appliances.

  • Big4 Riverfront Holiday Park in Renmark, South Australia offers accessible villas with ramp access, spacious bathrooms, handrails, and shower seating for visitors with mobility needs. The Park features a Sensory Room for families with children on the autism spectrum, as well as large print and braille handouts for visitors with vision impairments. Early pool access is available upon request, further ensuring a welcoming experience for all.

  • Riverside Holiday Resort in Urunga, New South Wales, provides accessible accommodation designed for wheelchair users, the elderly, families with prams, and those with mobility needs. In addition to accessible apartments, 21 ground floor units offer nearby options for carers or family. Facilities include a Dolphin mobility chair lift at the pool, ramp access, handrails, and accessible restrooms and showers. BBQ areas with wheelchair-friendly picnic tables and wide, level paths allow easy movement for wheelchairs, prams, and mobility scooters. Additional aids like bed lifts, scooters, and bathroom supports are also available, ensuring a welcoming experience for all visitors.

  • Reflections Holiday Parks in New South Wales are dedicated to enhancing accessibility across their locations. They offer a variety of accessible accommodations, including cabins with ramps and handrails, beach wheelchairs, and all-access paths to natural attractions. Their commitment to inclusivity is evident through dedicated articles on accessible holiday experiences, providing valuable information for visitors with disability.

  • Lake Macquarie Holiday Parks in New South Wales are dedicated to accessible and inclusive tourism, providing accessible swimming pools, flat pathways, and inclusive playgrounds across all locations. Their commitment is evident through staff training, expanding inclusive accommodation options, and integrating accessible features in each new project. The parks actively partner with organisations to champion accessibility, openly showcasing their commitment through inclusive language, imagery, and messaging, ensuring all visitors feel welcome.


Case study - Zoos

Australian zoos demonstrate a strong commitment to accessibility and inclusion, providing a variety of features to ensure all visitors can enjoy their experiences. Together, these zoos exemplify how Australian wildlife parks are fostering inclusive environments for all visitors, and have provisions across their property for visitors with mobility needs. 

  • Adelaide Zoo in South Australia offers concessions for visitors with government-issued cards and free entry for carers, alongside initiatives like relaxed zoo hours and sensory-friendly sessions to cater to visitors with varying sensory needs. They also provide detailed accessibility guides and are developing programs to accommodate assistance animals, reflecting their inclusive ethos. 

  • Monarto Safari Park also in South Australia, features accessible parking, step-free access and wheelchair-friendly bus tours, as well as Auslan and audio-described talks. High and low sensory areas cater to sensory needs, and upcoming plans include a communication board for non-verbal children, underscoring their inclusive approach. 

  • Sydney Zoo in New South Wales is fully accessible, featuring flat, wide pathways without stairs, ensuring easy navigation for wheelchairs, mobility scooters, and strollers. Mobility devices and strollers are available for hire. 

  • The National Zoo and Aquarium in Canberra, Australian Capital Territory, provides mobility aids, accessible parking, and split-day passes for ease of visit, though some tours may not be accessible due to terrain. They welcome assistance dogs with prior arrangements, demonstrating adaptability to diverse visitor needs. 

  • Taronga Zoo in Sydney, and Taronga Western Plains Zoo in Dubbo, New South Wales has, from June 2024 as part of their ongoing commitment to access and inclusion engaged experts to review visitor experiences from visitors of all communities and develop new ways of engaging groups including videos, signage, visual stories, accessibility guides and more. Currently, they offer features including wheelchair hire, accessible parking and interactive, hands-on activities for children with special needs.


Case study - Airports

Australian airports have made commendable progress in accessible and inclusive tourism, with many providing essential features such as facilities for service animals, hidden disabilities programs, accessible transport and parking, alternative security screening options, and clear signage. Among them, several airports have set themselves apart with innovative initiatives, demonstrating that there is always room for further progress in inclusivity. These initiatives reflect the work that Australian airports have put in over the last few years in particular and are leading the way in creating inclusive environments. There is no doubt that there is much work to be done with the airport visitor experience and airlines in particular. However, this progress should be acknowledged as a testament to the positive impact of thoughtful innovation and strategic partnerships in accessible and inclusive tourism.

  • Perth Airport has led with its “Onboard for Autism” campaign, partnering with the Autism Association of Western Australia and Virgin Australia to conduct airport familiarisation tours, helping individuals with autism become comfortable with the airport environment. The airport has also developed social stories to familiarise people with autism with the journey through Terminal 1 International Departures and partnered with the Continence Foundation of Australia to install specialised incontinence bins through the Bins4Blokes initiative, supporting men and boys with incontinence.

  • Brisbane Airport has enhanced accessibility through its comprehensive Accessible Journey Planner, which offers detailed information on transport, parking, terminal navigation, and airport services, ensuring a smooth experience for visitors with specific needs. 

  • Sydney Airport became the first in Australia to implement Google Maps Indoor Live View, providing wheelchair-accessible toggles, audio navigation prompts and visual cues, allowing visitors to navigate pram and suitcase-friendly paths with ease. 

  • Melbourne Airport has set a benchmark with its partnership with visitors Aid, introducing “mobility hubs” across key areas like car parks, check-in counters and baggage halls, providing accessible information, sensory packs and support through the Hidden Disability Sunflower Program. The Airport Assist pilot service further enhances the travel experience for passengers with mobility impairments, marking the first initiative of its kind in Australia.