Abstract:  Despite worldwide attempts to improve accessibility for consumers with disabilities, barriers still exist that exclude persons from consumer participation in daily life. Although legislation and lawsuits have addressed this issue, marketplaces designed for able-bodied persons are commonplace with minimal accessibility standards tied to costs rather than the needs of this overlooked group. The present article examines a seemingly obvious, but understudied aspect of inclusion: the provision of publicly-researchable accessibility information. Ironically, businesses and public venues may create accessible spaces, yet fail to provide the level of detail needed by consumers with disabilities when planning a shopping excursion, dinner and entertainment, or travel and overnight stays. That is, the provision of factual accessibility content has lagged and is not required by law. This article reports on an exploratory study in the United States that examined the accuracy and completeness of publicly-researchable accessibility information for restaurant and entertainment venues in a large metropolitan area in the Northeastern United States. Observations were gathered from websites and social media of specific venues, as well as travel rating services like TripAdvisor. Findings were mixed. While some venues provided full and factual accessibility information, others revealed just the opposite both in online and follow-up telephone interviews. Implications are discussed along with recommendations for future study.

Keywords:  accessibility; consumer planning; disabilities; information; online Issue

Published:   31 January 2019

Issue:   Vol 7, No 1 (2019): People with Disabilities: The Overlooked Consumers