Disability-accessibility of airlines’ Web sites for US reservations online

Gutierrez, Charletta F.; Loucopoulos, Constantine; Reinsch, Roger W.

doi:10.1016/j.jairtraman.2005.01.006

Cited by 21 publications

(8 citation statements)

References 1 publication

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“…A series of structural exclusions to online information provision have been well documented in the tourism literature (Foggin, Cameron, & Darcy, 2003;Gutierrez, Loucopoulos, & Reinsch, 2005;Williams, Rattray, & Grimes, 2006). To operationalise this research would require an organisational commitment to the W3C accessibility standards and an upfront commitment to collecting and verifying the information.…”

Section: Kirkmentioning

confidence: 99%

Inherent complexity: Disability, accessible tourism and accommodation information preferences

2010

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a b s t r a c tStudies have identified constraints with the way that accessible accommodation information is documented and marketed. Yet, no research has investigated the criteria that people with disabilities determine as 'important' to selecting accommodation and their preference for presenting this information. This paper presents the results of a survey (n = 566) to determine the relative importance of room selection criteria through the development of a 55-item Hotel Accessibility Scale. Four information formats were then presented to ascertain the preferences of the respondents. The results suggest that while sociodemographic variables offered some insight into criteria selection, the most significant explanation for criteria selection and information preferences were the dimensions of disability and level of support needs. The preferred format of accessible accommodation information provision was based on a combination of textual, floorplan and digital photography. The management implications suggest that detailed information provision using this format has benefits for accommodation stock yield and social sustainability.Crown

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Section: Kirkmentioning

confidence: 99%

Inherent complexity: Disability, accessible tourism and accommodation information preferences

2010

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“…Before that action was resolved, however, the airline shut down operations [18]. The inaccessibility of airline web sites has been a problem for a number of years [19]. What has changed, however, is that numerous airlines have started providing lower fares on their web site, even charging extra fees for using the call center.…”

Section: Same Pricementioning

confidence: 99%

The discriminatory impact of digital inaccessibility

Lazar¹,

Goldstein²,

Taylor³

2015

Ensuring Digital Accessibility Through Process and Policy

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“…The end result can be considerable price discrimination against persons with disabilities. Studies have found significant problems with the accessibility of airline websites [11,19,27] .…”

Section: Accessibility Of Airline Websitesmentioning

confidence: 99%

“…Given the significant negative impacts of airline website inaccessibility, a number of studies have focused on travel websites, finding that many tend to have serious accessibility problems, despite the fact that travelers with disabilities spend $13 billion annually on travel and related services, including more than 17 million hotel visits and 9.4 million airline flights [11]. Due to the many types of access barriers in traveling, persons with disabilities must be flexible and able to adapt quickly when they travel, but adaptability cannot overcome website inaccessibility or higher prices [7].…”

Section: Accessibility Of Airline Websitesmentioning

confidence: 99%

Still up in the air

Lazar

Jaeger

Olalere

et al. 2012

Proceedings of the 13th Annual International Conference on Digital Government Research

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US Department of Transportation (DOT) regulations require that persons with disabilities not be discriminated against in the pricing of airline travel. To comply with these regulations, the websites of airlines are not currently required to be accessible for persons with disabilities. However, if an airline website is inaccessible, the airline must offer to customers with disabilities over the phone the same price that is available on the website and may not charge a fee for purchasing tickets over the phone. A 2009 data collection effort (published in 2010) of the application of these government regulations in cyberspace found many cases of airline non-compliance with the regulations, resulting in price discrimination against airline passengers with disabilities. This paper reports the findings of a follow-up study conducted in 2011 to determine if any progress has been made in a two-year period, revealing mixed results in the attention paid to the regulations. Some airlines still are charging higher fares or including call center fees at rates of 30% to 90%. This paper details the findings from the 2011 data collection and analyzes the data in terms of website accessibility, civil rights for travelers with disabilities, and e-government policy implications.

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Disability-accessibility of airlines’ Web sites for US reservations online

Cited by 21 publications

References 1 publication

Inherent complexity: Disability, accessible tourism and accommodation information preferences

Inherent complexity: Disability, accessible tourism and accommodation information preferences

The discriminatory impact of digital inaccessibility

Still up in the air

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