Tourism and the Disability Discrimination Act

Anyone who provides a service to the public in Northern Ireland, whether they charge for it or not, has duties under the Disability Discrimination Act (DDA).

Service providers' responsibilities

Service providers include holiday accommodation, tourist attractions, restaurants and transport providers. They cannot refuse to serve you as a person with disabilities or provide a lower standard of service because of your disability, unless it can be justified. Service providers may need to make 'reasonable adjustments' to any barriers that may prevent a person with disabilities using or accessing their service.

What is a reasonable adjustment?

Under the DDA, service providers only need to make changes that are 'reasonable'. These might include simple changes to layout, improved signage and information, and staff training which can improve accessibility to customers with disabilities.

It's about what is practical to the service provider's individual situation and what resources they may have. They will not be required to make changes that are impractical or beyond their means.

Examples of reasonable changes that can be made

Examples of reasonable changes that can be made include:

using large print for registration and guest information
ensuring that at least one copy of the fixed menu is in Braille
providing phones with large buttons
providing portable vibrating alarms for guests who will not be able to hear an audible fire alarm
where a low reception desk is not available, providing an alternative low desk for wheelchair users
sending staff on a disability-awareness training course to increase awareness of common disability-related issues

Good for business

Making services more accessible will not only benefit people with disabilities, but could encourage recommendations and return visits. For example for:

the friends, families and any carers accompanying a person with disabilities
older customers who may not consider themselves to have a disability but would appreciate easier access and better facilities

If you believe you have been discriminated against, you might wish to seek advice from the Equality Commission for Northern Ireland.

Equality Commission for Northern Ireland (contacts section)

Service providers can obtain guidance on recommended good practice under the Disability Discrimination Act through the Equality Commission’s website. You can find out more by phone, email or online:

phone: 028 90 890 890
email: information@equalityni.org
Equality Commission for Northern Ireland website

Disability Transport Regulations place duties on those who operate trains, buses, coaches, taxis, rental vehicles and breakdown recovery vehicles. The new regulations make it unlawful for transport providers to treat disabled people less favourably than those without a disability. They require transport providers to make reasonable adjustments to their policies, procedures and practices to ensure that disabled people do not find it impossible or unreasonably difficult to access their services. The extent to which the duties apply depends on the type of vehicle used.

Disability Discrimination Transport Regulations - Equality Commission NI website

Tourism for All website

Tourism for All UK is a charity which offers expertise and support to the tourism and hospitality sector to provide accessible services for all, as well as giving advice to people with disabilities in relation to accessible accommodation and other tourism services.