Reframing accessible tourism through the Humanising Framework.

Abstract

Purpose This paper explores the dehumanised lived experiences of disabled travellers with mobility needs, identifying areas for improvement in tourism practice and suggesting ways to create humanised and dignified experiences within accessible tourism. Design Semi-structured qualitative interviews and a thematic analysis identified four themes underpinned by the Humanising Framework. Findings Four key themes emerged: barriers for disabled travellers create traumatic, inhospitable experiences; uncertainty during travel causes anxiety; staff attitudes and accessibility awareness shape experiences; and “nothing about us without us” underscores the need to hear disabled travellers’ voices. Accessible facilities, infrastructure, and accurate information are essential to avoid dehumanising encounters. Developing hospitable attitudes among tourism and hospitality staff encourages participation and dignity. Co-creating experiences with disabled travellers promotes inclusion and humanised practices. Applying the Humanising Framework helps identify complex needs and supports collaborative design, ensuring accessibility is relational, ethical, and central to improving tourism and hospitality experiences. Originality Applying the Humanising Framework highlights the importance of recognising lived experiences as key sources of knowledge, making a meaningful contribution to inclusive tourism theory and practice. People investing and working in hospitality have an ethical and legal responsibility to design accessible and inclusive environments and to provide clarity about limitations and how to minimise them. Based on the findings, the paper introduces the REC Model for inclusivity in hospitality as an alternative for improving customer experience, satisfaction, and loyalty for all. Implications Disabled travellers continue to experience dehumanising encounters, which can negatively affect their self-perception and discourage participation in travel. This impacts wellbeing, independence, agency, and the desire to socialise in hospitality environments. Humanising tourism for disabled travellers through the REC Model can have positive impacts for both individuals and the broader community, fostering social justice, offering mutual benefits for travellers, businesses, and society, and increasing inclusivity.