A Customer Focussed Approach to Inclusive and Accessible Tourism

Service Excellence stream

Travel is all about “the experience”, which should ideally be seamless from planning to arrival back home. Unfortunately for people with disabilities, the tourism industry does not always recognise their needs, wants and desires in providing experiences, accommodations and services. Increase your understanding of the market for inclusive and accessible tourism, and create an awareness of what a traveller with a disability is looking for. Bill will look at the tools you need to develop a customer service approach, information provision, product development, and marketing to make your offering inclusive to all. Sometimes small things can make a huge difference.

Bill Forrester

Chief Executive Officer | Travability
Bill Forrester

Bill Forrester is the founder of Travability. He has over 35 years' experience in both the private and public sectors in senior management roles. During that career he specialised in strategic leadership, financial management, cost reduction and improved efficiency. Bill is an acknowledged thought leader in the growing economics of Accessible Tourism, Universal Design and Social Inclusion, especially the impact the retiring Baby Boomers will have on the tourism sector. He has given keynote addresses internationally on the economics of Inclusive Tourism.


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