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It is acknowledged that access to tourism by persons with disabilities continues to be shaped by a variety of constraints that are not being clearly or consistently addressed by those in charge of tourism planning and management. Based on these assumptions, this chapter is focused on the identification of structural constraints and negotiation strategies that influence the decision and participation to travel for people with physical disabilities. To achieve these objectives, the chapter used a qualitative methodology, with the analysis and discussion of the information collected through in-depth interviews. Results may ultimately contribute to deepen the knowledge about the factors that influence people with disabilities travel choices, allowing to identify specific recommendations for improving the tourist supply chain and, consequently, for the overall tourist experience quality.

PurposeThe aim of this study is to identify the travel constraints of people with special needs (PwSN) and the strategies used to overcome them. The article also intends to analyze the differences in travel constraints and negotiation strategies according to the type of disability and/or special need.Design/methodology/approachA qualitative study was conducted in which a sample of PwSN (people with disabilities – mobility, sensory and cognitive – seniors and people with food allergies) were interviewed in depth.FindingsPwSN face a wide range of constraints when engaging in tourism activities. These constraints are very diverse and influence people with different intensity and have to be overcome using different negotiation strategies. However, differences in the constraints were observed according to the type of special needs.Practical implicationsOne of the most significant practical implications of this research is the need for raising awareness regarding human diversity among tourism stakeholders. It is critical to link sectoral policies that are reflected in the social and business reality, creating public–private partnerships to raise the sharing of knowledge, equipment and services. By addressing the constraints that prevent PwSN from traveling, the tourism sector can create more opportunities for them to participate in social activities, improving their quality of life and contributing to a more sustainable and inclusive industry.Originality/valueTraveling can present significant challenges for people with special needs, which affect the quality of their tourism experience. Despite growing academic attention to this issue in recent years, research in this field has primarily focused on specific aspects of disability. This study seeks not only to identify the barriers to travel faced by people with different special needs but also to explore the negotiation strategies used to overcome these barriers and the differences according to the type of special need.

This chapter aims to analyze the importance of corporate social responsibility (CSR) in the hospitality sector according to the global code of ethics for tourism (GCET) and the 17 Sustainable Development Goals (SDG), defined in the Agenda 2030. To achieve this objective, a literature review was carried out about the concepts of sustainability and CSR in the hospitality sector and their close interconnection with the GCET and the SDGs. Literature put in evidence that the adoption of sustainable practices, and specifically of CSR, increases hotels competitiveness and differentiation. On the other hand, bureaucratic, organizational, and legal aspects were identified as the main obstacles in the implementation of CSR measures in hotels. Finally, some theoretical and practical implications are presented in the main dimensions of CSR in hotels, as identified in the scope of GCET and SDG: customer loyalty, promotion of organizational citizenship behaviors, and corporate financial performance.