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According to a 2013 article in the industry publication
Cruising
,
from 2005 to 2007, the number of guests with disabilities jumped from
21,861 to 35,033 worldwide — a 60-percent rise. In the Caribbean
during the same time period, the increase was from 7,870 to 12,612 —
also a 60-percent increase.
What accounted for the growth? Cathy Vazquez, support services
manager for Norwegian Cruise Line (NCL), says the first step was let-
ting this market know they could accommodate their needs.
“We added an area on our website dedicated to accessible
cruising that explains exactly what we do provide in accommo-
dations,” she says. NCL has also partnered with groups including
Special Needs at Sea and Open Doors. “It’s just letting the com-
munity know what’s available.”
NCL’s partnership with Open Doors included the production of
a customer service video that features cruise travelers with hearing
loss, vision loss, and reduced mobility explaining the dos and don’ts
of disability etiquette and language.
“It explains to frontline staff how to provide service that’s
respectful and appropriate,” Vazquez says. “One main tip is to ask
first before attempting to help, and then listen to the guest’s instruc-
tions. Another is to use people-first language, which acknowledges
the individual before their disability. We would say a woman who is
blind rather than referring to her as a blind woman.”
Onboard ships, NCL has access officers who serve as points of con-
tact for travelers with disabilities. “They’ll leave a letter in the cruiser’s
cabin or knock on the door and introduce themselves,” Vazquez says. “It
lets guests know they can come to them for help at any time.”
When guests leave the ship for shore excursions, NCL tries to
make sure they don’t run into problems. “That’s a part of the conver-
sation during our vetting process,” she says. “We ask, ‘Are there bus
lifts?’ or ‘Do you have interpreters?’”
Increasing Outreach
Timeshare resorts could provide a similar service by visiting area
restaurants and attractions to identify ones that are particularly suit-
able for guests with accessibility issues. Lipp advises resorts to add a
page devoted to detailed information on the accommodations avail-
able and to train staff on how to identify and meet the needs of guests
with disabilities. They can also take the next step and advertise in
special-interest publications.
According to the U.S. Census Bureau’s most recent data, about
56.7 million people — one in five — has a disability, with more than
half of them reporting the condition as severe. “If you’re already pre-
pared to meet their needs, you might as well tell people,” Lipp says.
“Fear can stop people from marketing to people with disabilities, but
throw yourself into it. There’s nothing to be afraid of.”
Judy Kenninger, RRP, heads Kenninger Communications and has been covering
the shared ownership and vacation real estate industries for nearly two decades.
“One main tip is to ask first
before attempting to help,
and then listen to the guest’s
instructions. Another is to use
people-first language, which
acknowledges the individual
before their disability. We would
say a woman who is blind
rather than referring to her as a
blind woman.”
— Cathy Vazquez, support services manager, Norwegian Cruise Line
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OCTOBER – DECEMBER 2016
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