Package holidays can offer the traveller a cheap and easy way of visiting foreign destinations. Can the disabled traveller take advantage of such holidays being offered by the high street travel agents?

Yes, is the answer, but there are problems to overcome if the benefits offered by such holidays are to be enjoyed.

The information in this leaflet is intended to help you to minimise some of these potential problems.

Topics included:

• disabled defined
• the effect of new laws
• destination
• booking
• travel insurance
• transport
• medical matters

Who qualifies as disabled?

Figures from the newly-formed government department, the Disability Rights Commission (‘DRC’), estimate that one in seven of the British population is disabled. It may help to consider that the Disability Discrimination Act 1995 provides a broader definition of disability than has been conventionally used. A disabled person is “someone who has a physical or mental impairment that has a substantial and long-term adverse effect on his or her ability to carry out normal day-to-day activities”. Note the distinction here of long-term as opposed to permanent. By way of example, a man who contracted skin cancer on holiday was classified disabled by the DRC.

Effect of the Disability Discrimination Act (DDA)

Part three of the DDA allows disabled people to challenge discrimination by the providers of goods, facilities and services. This could be at the point of booking or on arrival at the destination. The DRC has brought a number of successful cases on behalf of the community and its details are provided in the contacts section of the leaflet, should you feel you have been unfairly treated on the basis of your disability. Note that, by October 2004, landlords (including those who rent holiday cottages) will be required to make reasonable adjustments to physical features of buildings to make them more accessible.

Destination

Choosing your destination and a suitable resort is the first step to any successful holiday. To ensure your choice is right for you, it is worthwhile doing some research on the country and area to be visited- paying special attention to key areas such as the following:

• Terrain - the accessibility to hotel, beach, shops, and places of special interest.
• Climate - the type of temperatures to be expected when you are intending to travel, remembering that high temperatures can exacerbate some conditions.
• Transport - how easy will it be to get around in the area and resort being visited? Is suitable transport easily available?
• Access to medical facilities if required. How close is a major town and how long would it take to reach?
• In an emergency - how easy would it be to get home? Will the tour operator arrange travel tickets and transport or will I have to make my own arrangements? Who will have to pay any extra cost?
• Do I have adequate insurance coverage? Or, if the destination is within the EU, do I have a valid E111?

Relevant up-to-date information can be difficult to find, but most countries have an Embassy or Tourist Information Centre in the UK, which will be able to give you information on the country and any health requirements. Some will also be able to provide lists of hotels that offer facilities for disabled travellers. Your library should carry some publications with specialised information for the disabled traveller, and it is worth asking your travel agent to help you with your research, as agents do carry information on resorts and hotels offered in all the travel brochures. The standard brochures can be of some help, as the photographs they contain can give clues to the resort and its terrain. Many also give a guide to the average temperatures that can be expected. However, do not rely on the brochures alone for your information.

Once you have decided on your preferred destination, book as early as you can to ensure that the hotel of your choice is available and you do not have to settle for second best.

Booking your holiday

An increasing number of tour operators claim to cater for the disabled traveller, but this is only by way of reference in their brochures to clients with special needs, and referring to special requests. The problem here is that the tour operator will not guarantee that special requests will be met. There are, however, a number of tour operators, hoteliers and transport agents who will make every effort to accommodate disabled clients, but insist that specific requirements are put in writing.

It is therefore advisable, before paying a deposit and booking the holiday, to put in writing to both the tour operator and the travel agent your specific needs. You will need to outline the help you require when travelling and the facilities necessary at your hotel and destination. It is essential that you are completely honest about your disability, its effect and the limitations imposed by it.

If extra help is needed on the journey, you should state exactly when and where such assistance will be required. The special facilities you may need at your hotel should be clearly defined, e.g. ground floor room.

Try to find out whether there is a person/organization at your destination who ensures that accommodation is compliant with local codes, or whether a particular carrier or tour operator uses a key to show particular holidays which will be more suited to the disabled traveller.

Check that the resort has handrails or particular accessibility, as required, but remember to be reasonable about a particular destination. For example, Greece is hilly and some of the smaller islands won’t have taxis to take you to your destination.

If you are a wheelchair user, you should include the measurements of the wheelchair to ensure that access is available to your accommodation, and that there is sufficient space in the bedroom and bathroom for you to manoeuvre.

You should request confirmation in writing from the tour operator that your requirements will be met. This will form part of your holiday contract and provide you with the necessary evidence if things do go wrong.

Deep Vein Thrombosis (DVT)

If you are flying, you may want to consider whether your particular condition makes you more susceptible than other travellers to DVT. If so, consider requesting a seat which will afford you more space, and take the recommended precautionary measures of moving where you can and drinking lots of water. It is crucial that you do this because, to date, the airlines have refused to take responsibility for incidences of the condition because, in their view, it does not qualify as an unforeseen event under the Warsaw Convention.

Travel insurance

Travel insurance requires special attention, as the majority of insurance policies offered by travel agents contain exclusion clauses that make them totally inadequate for the disabled traveller. The exclusion clauses include no cover for medical treatment for pre-existing conditions, or only cover the cost of treatment appropriate to the country being visited. Loss or theft of any specialised equipment taken is also omitted and there may be an age exemption. It is therefore very important that you check any policy being offered by your travel agent for such clauses. If the policy does not cover all your requirements, ask the travel agent to check with the company involved to find out if they will offer you the cover required, but be prepared to pay a higher premium for the extra liability. If they cannot, there are companies that specialise in travel insurance designed especially for the disabled traveller. Remember, if you are using another company’s insurance, the details of the policy will be required before your booking can be confirmed by the tour operator.

In the event that you feel an insurer is refusing to pay out on a claim where it should, you may contact the underwriter first. If the appeal is unsuccessful, refer it to the Financial Ombudsman Service for further consideration (details in the contacts section). Exclusion clauses may not be valid if they were not pointed out to you, and the Service makes a distinction between pre-existing conditions and pre-existing symptoms.

TRANSPORT

Travelling by air

If flying, the airlines do require prior notice of any passengers who have special needs. It is important that this information is passed on to the airline when the flight is booked. For example, they can accommodate particular dietary requirements, so that if you are diabetic you will be provided a low-sugar meal and may be served ahead of other passengers.

Different airlines have adopted different practices regarding disabled passengers so it is important to check the policy of the airline with which you will be travelling. Your travel agent should be able to help you in this matter, but if in doubt contact the airline direct. There is a form issued by the airlines, called the Incapacitated Passengers Handling Advice form (INCAD), which the passenger fills in and returns to the airline concerned. This should ensure that the journey is trouble free regarding suitable seat allocation, boarding and leaving the aircraft.

Airport facilities are the responsibility of the airport management and not the airlines, and facilities do vary. Most UK airports have disabled facilities and access to duty free shopping areas. In relation to airports abroad, it is difficult to obtain the necessary information as to facilities provided, including help with boarding and leaving the aircraft. Only by contacting the airport directly can you ensure that the facilities you require are available. The major airlines may be able to provide these details on the larger foreign airports.

Travelling by ferry and car

Ferry companies that operate to Europe have incorporated good facilities for their disabled passengers on their newer ships, and if you wish to take your car or camper van, there can be substantial fare reductions for members of disabled drivers’ motoring organisations (DDMC & DDA). In Northern Europe there are parking arrangements for blue badge holders, similar to those in the UK, and motorway services with disabled facilities are increasing. Several countries will supply lists of those available, making it easier to plan your route.

Travelling around your resort

This can cause major problems, as most public transport is not designed with the disabled individual in mind. Taxis are always an option, but even though fares in many countries are cheaper than in the UK, when used on a regular basis the cost will soon mount up. Car hire is a possible option, but again this does depend on your destination and if a suitable vehicle is available. You may also find that insurance could be problematic.

Travelling from home to the point of your departure

If you require help with travel to and from your point of departure, there are a number of organisations that are able to give up-to-date information on this subject, and will be able to help organise your transport (see contacts section).

Holiday helpers

If anyone wants to travel, but is unable to do so because they need help in some areas, and have no one who can travel with them, it may be possible to engage a ‘helper’ to accompany them. If you are considering this type of help, there are organisations which specialise in matching up individual holiday-makers with a suitable helper. The most important factor in these matches is that both the disabled person and the potential helper are frank and honest in what they expect from each other.

Medical matters

The majority of disabled travellers should not require medical clearance prior to flying, although it is possible that passengers could be asked to provide proof of medical fitness before the airline will allow them to board the aircraft. In order to cover this eventuality, disabled travellers with stable medical conditions should obtain a ‘Frequent Travellers Medical Card’, which is issued by most of the major airlines and will be accepted as proof of fitness to fly.

When travelling to countries which require a visa, problems can arise when applying, and again proof of medical fitness may have to be provided before the visa is issued. It is therefore important that, if a visa is required, you allow sufficient time prior to travelling for your visa to be granted.

Specialised equipment

Your research should have made you aware of the conditions that you are likely to encounter during your trip. It will, therefore, be possible to ensure that any equipment you may require is taken with you.

If using electrical equipment, check the voltage used in the country to be visited, so you take the correct adapters.

If you use a wheelchair, it is a good idea to take an emergency repair kit and spares. These should be carried in your hand luggage.

Also check with your tour operator if the representative in your resort will be able to offer assistance in the case of an emergency, and if any of your equipment will be subjected to additional baggage charges from the airline concerned.

Equipment lost or stolen in transit

If you have organised flights separate from a package and the carrier misplaces some key equipment, compensation will be awarded at the levels determined by the Warsaw Convention. Exactly what you receive, since it is based on weight only, may fall far short of the cost of replacement of the goods not to mention the inconvenience suffered for which the Warsaw Convention also does not provide. Levels of compensation under the Hague and Athens Conventions, which cover sea travel, are even lower. If you are travelling as part of a package, you may have a claim against the tour operator, but again this will not help in the short-term. If the equipment is not too cumbersome, take more than you might need and ensure you have a travel insurance policy which will cover you for such eventualities.

Your health

It is important that you carry sufficient medication for the duration of your holiday. This should be kept in your hand luggage for easy access during the journey - any back-up medication can be placed in your suitcase.

You should also carry a letter from your doctor, explaining your condition and giving a list of your prescribed drugs. This should be clearly written, using standard, not trademark names in case it is necessary to consult a doctor whilst on holiday- when the language could present a problem and a clear understanding of your drug regime and your disability is essential. A letter can also be useful if you are asked to explain the presence of drugs in your luggage.

It may be prudent too, if you’re travelling abroad, to take a dictionary, or to translate some words before you go, so that you can explain key terms in an emergency. At a hospital, there may be a doctor who speaks English, but that cannot be presumed for all emergency medical staff.

In addition, a basic first aid kit should be taken, the contents of which will depend on your destination, but it is worth remembering that insect bites, diarrhoea and sun burn can ruin a perfect holiday. Do consider taking a sterile kit which contains not only emergency medical supplies but also dental supplies. These kits are easily obtained from chemists, your own doctor and travel clinics, and provided they are not opened will remain sterile for a number of years.

Lastly, always remember to consult your doctor regarding any vaccinations that may be required and if a course of malaria tablets is needed.

Remember:

• Research your destination.
• Confirm your specific requirements in writing with the tour operator prior to booking your holiday.
• Choose a travel agent who is sympathetic to your needs and is willing to ensure that all your requests are passed on to the relevant agents involved in the holiday.
• Be honest with both the tour operator and the travel agent with regard to your disability and your limitations. Prior to travelling, check with the tour operator that your specific requirement will be available both en route and at your destination, and have this confirmed in writing.
• Check with the airline that any requests have been noted and will be met.

The following checklist may be useful to you for providing the tour operator with the necessary information regarding your specific requirements:

• Name and nature of disability.
• The effects/limitations of your disability.
• Details of any other conditions requiring treatment.
• Any sight problems.
• Any difficulties with speech/hearing. If so, what type of communication is used, e.g. lip reading, sign language (many airlines have at least one attendant fluent in Makaton).
• Special dietary requirements.
• The names of any medication you are taking.
• Name and address of your doctor, and whether you are willing to have the doctor contacted, if necessary.
• Details of any help needed on the journey, e.g. assistance at the airport and transfer assistance from airport to hotel.
• Facilities required at the hotel.
• Emergency contacts, name and telephone numbers.

The following checklist has been designed to help clarify your position regarding the commercial airlines:

• Check if the airline will allow disabled passengers to travel alone. The Disability Discrimination Act does not apply to aircraft or cruise ships. Passengers have unsuccessfully challenged rulings by ship operators who are entitled to restrict the number of disabled passengers travelling on the basis of marine law embodied in the Hague Convention.
• Check the necessary medical clearance required, if any.
• Check what facilities the airline is able to offer, regarding seating and toilet arrangements – an aisle seat may be requested several days ahead but cannot be guaranteed. Likewise, a request may be made for a bulkhead seat to afford you more room but, as a matter of policy, many airlines won’t allocate these seats to travellers with certain disabilities, including the visually impaired, because they are situated adjacent to emergency exits and passengers are expected to help in the event of an accident.
• Check if any specialised equipment needed can be carried, and if it would be classified as excess baggage.
• State what kind of help is required in the aircraft, at the departure and arrival airport at your destination, and at any intermediate stops.

Useful Addresses and Telephone Numbers

Disability Rights Commission (DRC)
DRC Helpline
FREEPOST MID02164
Stratford-upon-Avon
CV37 9BR
Telephone: 08457 622 633
Textphone: 08457 622644
Web: www.drc.gov.uk

• The DRC will investigate and may prosecute any organisation which subjects you to unfair treatment on the basis of your disability. In recent months it has done the following:
• Obtained £1,500 compensation for a man who was told he would have to pay more for a caravan large enough to accommodate his wheelchair.
• Brought about a change in policy at a large chain of hotels which could not guarantee twin bed rooms for a man travelling with a helper who was forced to take a double room; he also received £1,000 in damages.
• Won a refund and a week’s free accommodation for a woman who was told to take an older caravan if bringing a guide dog on holiday.
• Reversed an £18 surcharge for wheelchairs by a no-frills airline and £1,500 compensation for the man who was the centre of the claim.

Financial Ombudsman Service (FOS)
South Quay Plaza, 183 Marsh Wall, London, E14 9SR.
Tel: 0845 080 1800
Fax: 0207 964 1001
Email: complaint.info@financial-ombudsman.org.uk
Web: www.financial-ombudman.org.uk

Contact the FOS if you feel that an insurer hasn’t paid out on a claim it should have and you have already contacted the underwriter.

Holiday Care Service
2nd Floor, Imperial Buildings, Victoria Road, Horley, Surrey. RH6 7PZ.
Tel: 01293 774535
Fax: 01293 776943
Information available includes, transport, accommodation and holiday companions.

RADAR
(The Royal Association for Disability and Rehabilitation),
12 City Forum, 250 City Road, London EC1V 8AF
Tel: 0207 2503222
Minicom: 0207 2504119
Extensive information available on all aspects of a holiday.

Tripscope
Alexandra House, Albany Road, Brentford, Middlesex TW8 0NE
Tel: 0208 5807021
Advice on all types of transport.

The Mobility & Inclusion Unit
Department of Environment, 1st Floor, Great Minister House, 76 Marsham Street, London SW1P 4DR.
Tel: 0207 944 3590
A Leaflet available called Door to Door which is a guide to all types of transport in Britain. A taped edition is available free to blind and partially sighted people. Blue badge scheme administered by local authorities.

Disabled Drivers’ Club
Unit 23, Cottingham Way, Thrapston, Kettering, Northants NN14 4PL
Tel: 01832 734724
Information for the disabled motorist regarding ferry concessions, travel and access.

Disabled Living Foundation
380-384 Harrow Road, London W9 2HU
Tel: 0207 2896111
Booklet available called Flying High - a Practical Guide to Air Travel for People with Disabilities.

The Travel Advice Unit
Consular Division, Old Admiralty Building, Whitehall SW1 2AF
Tel: 0207 008 0232
Provide travel advice relating to personal safety on some 120 countries. This information is available on BBC2 Ceefax pages 564 onwards. There are also two leaflets available - Checklists for Travellers and Consular Assistance.

Holiday Helpers
2 Old Bank Chambers, Station Road Horley, Surrey . RH6 9HW.
Tel: 01293 775137
Will provide holiday companions for disabled travellers who do not wish to travel alone.

Joint Aids Centres Council
76 Clarendon Park Road , Leicester LE2 3AD
Tel: 01533 700747
Will give advice and information on travelling aids available.

Health Matters

Health Advice for Travellers, Leaflet available from post offices and travel agents. Free

Diabetes UK
10 Queen Ann Street, London. W1M 0BD
Tel: Careline 0207 323 1531
Leaflets and information sheets prepared for numerous countries on subjects such as :

• Available foods.
• Storage of Insulin when travelling.
• Blood glucose monitoring during long flights.

Haemophilia Society
Chesterfield House, 385 Euston Road, London NW1 3AU
Tel: 0207 380 0600

Passport: A Guide for Travellers with Haemophilia - gives information on treatment centres and other contacts in 70 countries.

National Eczema Society
Hill House, Highgate Hill, London N19 5NA
Tel: 0207 281 3553
Helpline: 0870 241 3604

Sun & Eczema - leaflet outlining precautions to be taken in the sun.

Dialysis
The Directory of the European Dialysis and Transplant Association, lists dialysis centres in Europe and the Mediterranean, where visitors can receive treatment, but this must be arranged in advance through the person’s own dialysis centre.