In South Africa, approximately 7.5% of the population has a disability, equating to around 4.5 million people, according to data from the 2019 General Household Survey by Statistics South Africa. Globally, about 15% of the population—or nearly one billion people—live with a disability.

When assisting disabled clients with travel arrangements, travel advisors need to know the right questions to ask to ensure a smooth, enjoyable, and accessible experience. A recent poll found that while 60% of travel agents felt confident in knowing these questions, 40% were unsure, indicating a need for greater awareness and understanding in the industry.

As interest in travel grows among disabled individuals, many opt to work with travel advisors for their expertise in coordinating accessible travel. Travel agents can simplify complex planning by ensuring accessible transportation, accommodation, and activities are available, reducing the stress and uncertainty disabled travelers might encounter when traveling independently.

Here are key questions advisors can ask to better understand and meet the needs of disabled clients:

Mobility and Accessibility

• Do you use a mobility aid such as a wheelchair, walker, or scooter?
• What specific accessibility features do you need in accommodations, such as roll-in showers or accessible rooms?
• Are you comfortable with short walking distances, or will you require wheelchair-accessible transportation?

Health and Medical Needs

• Are there any medical conditions to consider during your trip?
• Will you need access to medical equipment, supplies, or support while traveling?
• Do you have any dietary restrictions or allergies we should note?

Transportation Preferences

• Do you need help boarding or disembarking from planes, trains, or buses?
• Will you be traveling with a service animal, and will special arrangements be needed?
• Do you require accessible rental cars or private transportation?

Accommodation Preferences

• What level of accessibility do you require in your hotel room, such as low-height beds, grab bars, or emergency features?
• Do you need a ground-floor room or an elevator?
• Is there a specific accommodation type you prefer, like a hotel, resort, or accessible vacation rental?

Activity and Excursion Considerations

• Are there particular activities or excursions that interest you but require accommodations?
• Would you like accessible options for tours or sightseeing?
• Are there any physical limitations to keep in mind for planned activities?

Communication and Assistance

• Do you have any hearing or visual impairments that require specific communication methods?
• Will a companion or caregiver be accompanying you? What assistance do they provide?
• How can we best support you during the planning to fully meet your needs?

Travel Insurance

• Do you have travel insurance that covers any disability-related needs?
• Would you like assistance in finding accessible travel insurance?

These questions can help travel advisors create a fully personalized, accessible travel experience for disabled clients, enhancing their comfort and enjoyment every step of the way.