HOSPITALITY FOR ALL

Accessible Tourism;

The fastest growing market in the world!

‘Welcome to Turkey’

CONTENT

- Overview - Open Call - Definitions 1) Disability 2) Special Needs 3) Glossary - Facts & Figures 1) International 2) TURKEY 3) Reports - Accessible Tourism 1) What is..? 2) UNWTO 3) ENAT 4) ECA 5) Expo / Fairs - A Niche Market 1) Barrier - free Tourism 2) Social Tourism 3) Health Tourism 4) 65+ 5) Sport Tourism 6) Global Events - Infrastructure 1) Parking 2) Entrance / Halls 3) Rooms 4) Elevators 5) WC

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- Services 1) Information 2) Accommodation 3) Food 4) Conference 5) Social Clubs - Transport 1) Public Transport 2) Transfers 3) In-house Transport - Emergency Procedures 1) Labelling 2) Training 3) Evacuation - Other Activities 1) Historical Visits 2) Outdoor Activities 3) Cultural Events - Innovation 1) Assistive Technology 2) Mobile Solutions 3) Smart Solutions - Training 1) Staff Training 2) Eco-system Training 3) Customer Awareness - Disability Etiquette 1) Sight 2) Hearing 3) Intellectual 4) Physical 5) Others - Download 1) Facility Evacuation Form 2) Guidelines / Standards 3) UN Convention 4) UNWTO Manuals - Last Word

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OPEN CALL

An open call to everyone in the Tourism sector!

Distinguished member of the tourism sector,

It’s the ideal time to revive our hospitality that is in the social and cultural DNA of this country in spite of all forms of alienation and politicized prejudices and current ap- proaches to tourism.

We should strengthen our priority of high quality service with ‘accessibility for all standards’ and open our doors to all potential guests with special needs.

‘Tourism for all’ can’t simply be reduced to making arrangements for wheelchair ac- cessibility. We need to include everyone in our general service and attitudes including families with kids, people with temporary mobility restrictions, people with special dietary requirements, people with different cultural expectations and of course people who have sight impairments, people with hearing impairments, people with learning difficulties, people with chronic illnesses and allergic reactions, people who have any kind of mobility challenge. We need to include them without any separation, labelling or isolation.

Every year around the world 300 million and in Europe 50 million individuals with special needs are traveling. We need to move beyond being a country that is preferred but can’t be visited because of our bad track record for accessibility.

This guide simply paves the way. You are the ones to tread the path. It’s your turn.

Open your doors to all the beautiful people in the world just as you open your hearts and let’s give everyone a warm WELCOME, together.

Ercan Tutal / Founder & Chairman of Alternative Life Association

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DEFINITIONS

1) DISABILITY1

Disability is an umbrella term, covering impairments, activity limitations, and participation restrictions. An impairment is a problem in body function or structure; an activity limitation is a difficulty encountered by an individual in executing a task or action; while a participation restriction is a problem experienced by an individual in involvement in life situations.

Disability is thus not just a health problem. It is a complex phenomenon, reflecting the interaction between features of a person’s body and features of the society in which he or she lives. Overcoming the difficulties faced by people with disabilities requires interventions to remove environmental and social barriers.

People with disabilities have the same health needs as non-disabled people – for im- munization, cancer screening etc. They also may experience a narrower margin of health, both because of poverty and social exclusion, and also because they may be vulnerable to secondary conditions, such as pressure sores or urinary tract infections.

Evidence suggests that people with disabilities face barriers in accessing the health and rehabilitation services they need in many settings.

2) SPECIAL NEEDS

Special needs is a term used in clinical diagnostic and functional development to de- scribe individuals who require assistance for disabilities that may be medical, mental, or psychological. Types of special needs vary in severity. People with autism, Down syndrome, dyslexia, blindness, ADHD, or cystic fibrosis, for example, may be con- sidered to have special needs. However, special needs can also include cleft lips and/or palates, port-wine stains, or missing limbs.

1 WHO, http://www.who.int/topics/disabilities/en/ 4

10 Special Needs Organizations: • Easter Seals • Special Olympics • United Cerebral Palsy • The Arc • Friendship Circle International • Goodwill Industries International • Parents Helping Parents • Federation for Children with Special Needs • Special Needs Alliance • Family Voices

3) GLOSSARY

Main Icons of Accessible Tourism:

There are five main icons that highlight any accessible elements. They are white on a blue background.

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Accessible to blind people and the visually impaired

Accessible to the deaf and hearing impaired

Accessible to wheelchair users and the motor impaired

Accessible (with help) to wheelchair users and the motor impaired

Accessible to people with learning disability

Additional icons to indicate accessibility services or resources: Other icons are used to indicate the adapted facilities that each museum, establish- ment, service, etc. offers visitors with special needs. They are blue on a white back- ground.

Guide dogs are admitted or the amenity provides bowls of water

There are elements in Braille (descriptive labels, signage, leaflets, etc.)

Audio description is provided (live, on the audio guide, recorded, etc.)

There are tactile elements for everyone or for blind people

There is a magnetic or induction loop

Tours in sign language (SL) or sign-language interpreters are available

Information is provided in large print or there are optical aids

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FACTS AND FIGURES 1) INTERNATIONAL The travel & tourism sector has developed into an industry with an annual economic impact (direct, indirect and induced) of around 6.5 trillion U.S. dollars worldwide. In 2012, the number of international tourist arrivals exceeded the one billion mark for the first time, an increase of almost 50 percent compared to ten years earlier. Interna- tional travelers from China, Germany and the United States are amongst the biggest spenders worldwide.

The global hotel industry generates approximately between 400 and 500 billion U.S. dollars in revenue each year, one third of that revenue is attributable to the United States. Some of the biggest hotel chains (groups) are the InterContinental Hotels Group, Marriott International, Hilton Worldwide, Accor, Starwood Hotels & Re- sorts, and the Wyndham Hotel Group. Three of the most important hotel performance indicators are the Average Daily Rate (ADR), the revenue per available room (RevPar), and the occupancy rate.

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• The tourism economy represents 5 % of global GDP • Tourism employs 1 out of every 12 people in advanced and emerging economies • International tourism ranks fourth (after fuels, chemicals and automotive products) in global exports, with an industry value of US$1 trillion a year, accounting for 30 % of the world’s exports of commercial services or 6 % of total exports. • Tourism is the main source of foreign exchange for one-third of developing coun- tries and one-half of LDCs • 1 job in the core tourism industry creates about 1,5 additional or indirect jobs in the tourism-related economy • The number of international arrivals grew from 25 million international arrivals in 1950 to an estimated 806 million in 2005, corresponding to an average annual growth rate of 6.5% • The number of tourist trips is expected to continue to grow for the next decade, with the number of international tourist arrivals expected to reach 1.6 billion by 2020 and attaining 2.6 billion in 2050 (UNWTO)

2) TURKEY / REPORTS2 As the 6th most popular tourist destination in the world and well on its way to attracting more than 40 million tourists annually within the next couple of years, Turkey continues to present vast investment opportunities in both the established and newly-developing subsectors of the industry.3

With its favorable location, existing potential, mega pro- jects, and ambitious targets set for 2023, the tourism sector continues to grow at a rate that outstrips its bed capacity. Even though there has been a surge of investments in the last several years, there is still ample room for new ventures. Eastern and Southeastern Anatolia both have untapped potential for culture tourism as well as the increasingly popular boutique hotel concept, which blends well with the characteristic nature, history, and culture of the regions.

Here are some essential facts and figures about the Turkish tourism sector:4

2 https://www.statista.com/markets/420/travel-tourism-hospitality/ 3 http://www.invest.gov.tr/en-US/sectors/Pages/WellnessAndTourism.aspx 4 http://www.unep.org/resourceefficiency/Business/SectoralActivities/Tourism/FactsandFig- uresaboutTourism/tabid/78771/Default.aspx 8

• Turkey is currently the 6th most popular tourist destination in the world, attracting more than 30 million tourists annually and continuing to show positive growth year-on-year.

• The tourism sector has set annual targets of 50 million tourist arrivals and revenues of USD 50 billion by 2023.

• According to the Ministry of Culture and Tourism, the number of foreign travelers arriving in Turkey in 2015 was 39.4 million, while total turnover of the tourism in- dustry that same year was USD 31.4 billion.

• Growth in the Turkish tourism industry has been above the global average in recent years, and the direct contribution of the industry to the current account deficit in 2015 was 80 percent, while its contribution to GDP reached 4.37 percent the same year.

• By the end of 2015, there were 13,615 registered accommodation facilities. 9,188 of these facilities were licensed by their respective municipalities, while the re- maining 4,427 held tourism operation licenses. The combined total bed capacity of these facilities exceeds 1,250,000.

• There are currently 281 projects in the pipeline that would add 74,130 much- needed beds to Turkey’s short supply.

• Antalya is the most preferred city in Turkey based on the number of incoming for- eign visitors. Visited by 34 percent of the foreign tourists in 2014, Antalya has over 500 4-star and 5-star hotels in its center and surrounding towns such as Kemer, Belek and Kaş.

• In 2015, there were more than 165 hotel chains in Turkey, with 15 percent of these hotels being owned by international investors.

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• Turkey has 7,200 km of coastline and ranks 2nd among 38 countries with its 436 blue-flag beaches; only Spain has more blue-flag beaches than Turkey with 578. There are also 22 blue-flag marinas in Turkey.

• In terms of geothermal tourism potential, Turkey is among the top seven countries in the world and ranks 1st in Europe with its 1,500 thermal springs. Bed capacity in the various thermal spa resorts has reached a combined 55,140.

• Turkey is also an emerging destination for golf tourism with 15 tourism operation- licensed golf resorts. Most golf courses in Turkey use Bermuda grass, which is per- fect for a Mediterranean climate and can be used for more than a decade.

• Based on 2015 tourism figures, Euromonitor International has ranked the world’s top 100 most-visited cities, with Antalya coming in 10th place with 11.1 million foreign visitors.

• Owing to its increasing global connectivity, due in no small part to its favorable geographical position, Istanbul is very much the center of attention with its recent rise to the 5th most visited city according to MasterCard Global Destinations Cities Index 2015 with over 11.8 million foreign and domestic visitors annually.

• The International Congress and Convention Association's (ICCA) Country and City Rankings Report for 2014 saw Istanbul maintain its top 10 position as a global congress destination. Ranking 8th in the world in 2014 with 130 congresses, Istan- bul has now held a top 10 position since 2010.

• The Turkish government offers incentives and pursues policies that offer reduced utility prices and reduced tax rates while decisively eliminating any bureaucratic barriers that may hinder growth in the tourism sector.

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The Association of Turkish Travel Agencies5

(TÜRSAB) has established a committee called Accessible Tourism for All in 15th June of 2006 to support accessible tourism in Turkey.

The committee’s members are travel agencies while some NGO’s are members being as advisers. The main objective of the committee is to identify the problems of acces- sible tourism in Turkey and to find out some solutions for these problems. Since the committee has been established, it has met several public fellowships, institutions, co-operations etc. to share opinions, and it also examined several transport infrastruc- tures to find out the existing problems.

The Committee has prepared some reports regarding these problems and shared them with related public institutions.

TÜRSAB Accessible Tourism for Everyone Committee is also a member of the Eu- ropean Network for Accessible Tourism (ENAT). ENAT was founded in June 2006 with support from the European Commission to bring together the sides who advo- cate accessible tourism in Europe. Its 9 charter members from 5 European countries include the British tourism organization Visit Britain, Greek Ministry of Tourism, the Swedish tourism organization Tourism for All Sweden and the Bureau of Non-Disa- bled Experts Belgium. According to the statistics from 2007, ENAT has 400 mem- bers from 50 countries.

5 http://www.tursab.org.tr/en/accessible-tourism/tursab-committee-of-accessible-tourism-for- all_1085.html http://www.turizmdebusabah.com/haberprint/tursabtan-onemli-basvuru-36244.html http://www.tursab.org.tr/yayin/18/280_18_3262086.pdf http://www.tursab.org.tr/tr/engelsiz-turizm/tursab-herkes-icin-engelsiz-turizm-komitesi_486.html 11

After opening a stand in the ENAT congress which was held between 21-23th No- vember 2007 in Valencia, Spain and giving a presentation about the accessible tour- ism possibilities in Turkey, TÜRSAB requested from the ENAT authorities its desire for the 2008 congress to be held in Turkey.

More than 300 delegates from 46 countries participated in the second congress of ENAT. The chairman advisor Şeref Sevi and Ercan Tutal, an advisor for “TÜRSAB Accessible Tourism for Everyone Committee”, represented TÜRSAB in the con- gress.

“Barrier Free İstanbul for All” The other initiative of the Committee is to support establishing a guide titled “Barrier Free İstanbul for All” to help the old and the people with disabilities to come together in the city that embraces almost every culture and every nationality.

Our committee believes that Turkey will be one of the most convenient destination in view of the concept “No Barrier for All”.

TURSAB is the members of ENAT (European Network for Accessible Tourism)

Accessible Tourism in Turkey

Turkish tourism has made a remarkable pro- gress over the last decades, bringing it to the center point of interest in the international circles.

Turkey’s tourist attractions of infinite diver- sity, combined with its well-developed mod- ern tourist industry, from top quality superb deluxe class hotels, holiday complexes, bou- tique hotels to the affordable ones, offer a wide selection of opportunities suited to very different requirements of demanding travelers or holiday makers.

Turkey now has a very strong infrastructure with new and high quality accommoda- tion, transport and entertainment facilities.

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• 48 airports with annual 50 m passenger capacity

• 16 airports open to international flights

• 10 private airlines with 90 passenger carriers

• Turkish Airlines with 101 planes, one of the youngest fleet in Europe

• 28 Marinas with 8800 yacht capacity

• 5358 licensed travel agencies

• (In Turkey travel agencies are obliged to become members of TÜRSAB)

• 9000 Licensed Tourist Guides We are very pleased that in recent years there have been several initiatives aiming to make Turkey much more accessible destination, like more rooms for people with dis- abilities in the accommodations facilities, new barrier free hotels for all, new regula- tions for accessible tourism in transport etc.

Turkey has undersigned and accepted the most important international agreements and declaration on disability issue (EU, Barcelona etc.). The EU policies are consid- ered important for Turkey’s accession process. The policy of EU regarding persons with disabilities is not only based on rehabilitation but also on their integration to the society considering this issue as a matter of human right. Their adoption to the soci- ety and giving them equal opportunities are the main starting points. Transport, envi- ronment, public health, regional development and social policies are also the area where disability must be taken its consideration.

With this approach, new process has begun in all sectors, particularly in tourism sec- tor.

New hotels, facilities. Holiday villages and youth camps offer more and more acces- sible accommodations for elderly people, and people with mobility problems.

Since 2002, Alternative Camp project has hosted more than 8000 youngsters with disabilities and those who are socially disadvantaged and more than a thousand local and foreign volunteers. ACT Hotel in Marmaris, with its 26 accessible rooms and 2 accessible transfer buses, was one of the facilities that Alternative Camp hosted in. Alternative Camp has been hosting people in Dreams Academy Kaş, since 2013.

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For the sake of spreading the Alternative Camp’s model country-wide, AYDER has been going to cities such as Van, Sinop, Fatsa, Artvin based on their demands and has been providing support to non-governmental organizations (NGO’s) about the necessary location accessibility for the camp- ing practice they will organize in their region and the collaboration to be made with the local or- ganizations and institutions.6 Day by day, travel agencies and/or hotels them- selves have safe, reliable and accessible transport for different target groups and the service provid- ers are more focused on having well-trained staff on disability.

With all these Turkey has started to open its doors to all!

Disability in Turkey

Recent official research by Turkish Prime Ministry Administration for Disabled Peo- ple (OZIDA) indicates that total disability proportion in the overall population is 12.29 %. The proportion of orthopedically, seeing, hearing, speaking and mentally disabled people is 2.58 % (about 1.8 million) and the proportion of people having chronic illnesses is 9.70 % (about 6.6 million).

When the family and relatives of people with disabilities are taken into account, the quantitative importance of the issue becomes more evident.

6 http://www.ayder.org.tr/en/Proje/alternative-camp http://duslerakademisi-kas.org/en/ 14

ACCESSIBLE TOURISM

1) WHAT IS..? Accessible tourism is a collaborative process among stakeholders that enables people with access requirements like persons with disabilities, those travelling with babies, seniors, people with allergies or food intolerances, big or small body shape to enjoy the destination without facing mobility, vision, hearing or cognitive burdens.

Modern society is increasingly aware of the concept of integration of people with dis- abilities. Especially, issues such as accessibility and design for all.

Accessible tourism includes:

 Barrier-free destinations: infrastructure and facilities

 Transport: by air, land and sea, suitable for all users

 High quality services: delivered by trained staff

 Activities, exhibits, attractions: allowing participation in tourism by everyone

 Marketing, booking systems, web sites & services: information accessible to all.7

2) UNWTO (The World Tourism Organization) UNWTO is the United Nations agency responsible for the promotion of responsible, sustainable and universally accessible tourism.

As the leading international organization in the field of tourism, UNWTO promotes tourism as a driver of economic growth, inclusive development and environmental sustainability and offers leadership and support to the sector in advancing knowledge and tourism policies worldwide.

UNWTO encourages the implementation of the Global Code of Ethics for Tourism, to maximize tourism’s socio-economic contribution while minimizing its possible negative impacts, and is committed to promoting tourism as an instrument in achieving the Sustainable Development Goals (SDGs), geared towards reducing poverty and fostering sustainable development worldwide.

7 https://en.wikipedia.org/wiki/Accessible_tourism 15

UNWTO generates market knowledge, promotes competitive and sustainable tourism policies and instruments, fosters tourism education and training, and works to make tourism an effective tool for development through technical assistance projects in over 100 countries around the world.

UNWTO’s membership includes 157 countries, 6 Associate Members and over 480 Affiliate Members representing the private sector, educational institutions, tourism associations and local tourism authorities.

3) ENAT (The European Network for Accessible Tourism) ENAT is a non-profit association for organizations that aim to be 'frontrunners' in the study, promotion and practice of accessible tourism.

By leveraging the knowledge and experience of the network, their members are improving the accessibility of tourist information, transport, infrastructure, design and service for visitors with all kinds of access needs, providing models of excellence in accessible tourism for the whole of the tourism industry.

4) ECA (The European Concept for Accessibility)8 The European Concept for Accessibility ECA is an architectural and design guideline which was first written as a result of a request from the European Commission, made in 1987.

The European Concept for Accessibility Network EuCAN, a network of experts and advocates whose aim is providing practical guidance on accessibility and design for all approaches, is continuously adapting and updating the European Concept for Ac- cessibility ECA. Originally started in 1985 EuCAN is an open network of experts and advocates from all over Europe who bring together their knowledge for promoting and supporting the Design for All approach. The coordination work of EuCAN and the functioning of the network are mainly voluntary work. In 1999 the Luxembourg Disability Information and Meeting Centre (better known by its acronym “Info-Han- dicap”) took over the coordination of the steering group, together with the implicit re- sponsibility for the follow-up of the European Concept for Accessibility ECA. The EuCAN publications aim to provide practical guidance. They are neither academic

8 https://en.wikipedia.org/wiki/European_Concept_for_Accessibility

16 nor policy documents. The last publication is Design for All in Touristic Destinations (Destinations for All). 9

The EuCAN-vision builds on the belief, that providing coherent offers for guests and visitors should be the responsibility of the local service providers in close cooperation with the destination management organizations. They know best, what “their” desti- nation has to offer and what kind of tourism can be best matched with the local ex- pectations. That is the reason, Destinations for All focuses on tourism destinations, why it considers the package of tourism offers as a whole and why it insists on the importance of linking them in a way that allows guests and visitors to make choices according to their preferences and expectations while respecting the local character of the destination.

5) EXPO / FAIRS10

Naidex National Birmingham The Naidex National in Birmingham is the largest disability, home care and supination event in the UK. The exhibitors present the lat- est equipment for the elderly, people with disabilities as well as ser- vices on the subject of care and rehabilitation.

IRMA Hamburg The IRMA is an international trade fair for mobility and rehabilitation. This exhibition focuses on providing solutions for people with reduced mobility, for example elderly, wheelchair users and people with disa- bilities. Main topics are disabled and senior-friendly cars, wheelchairs, special wheels, accessible travel, barrier-free housing and construction and disabled sports.

Abilities Expo Houston The Abilities Expo is a trade show for people with disabilities. Here products and services for people with disabilities, their families and ca- reers, for seniors and workers in health occupations will shown under one roof. It is about identifying new opportunities and possibilities that can enrich the lives, especially those of whom we do not know that they exist.

9 http://www.eca.lu 10 http://www.tradefairdates.com/Trade-Fairs-and-Conferences-for-Disabled-Citizens-Y45-S2.html 17

HandiCap Bergheim HandiCap is a regional trade fair about the needs and concerns of peo- ple with disabilities. It is a presentation and information platform for innovative products and services.

Rehacare Düsseldorf The Rehacare is one of the world's leading international trade fairs for rehabilitation, prevention, care and inclusion. It takes place once a year in Dusseldorf and looks back on 30 years of expertise. The fair is the information and communication platform for people with disabili- ties, with need of nursing care, for the elderly and the chronically ill people.

Rehaprotex Brno The Rehaprotex is an international trade fair for rehabilitation, compen- sation and prosthetic devices, which takes place every two years in Brno. It is one of the most important events for national and interna- tional dealers and suppliers of rehabilitation and social services.

ReCare Klagenfurt ReCare in Klagenfurt is a trade show for nursing, rehabilitation and inte- gration. It is a platform for people with and without special needs.

Assistive Technology Tampere The Assistive Technology is an international trade fair for people with disabilities or the need for care, showing the full range of tech- nical tools for everyday life. It takes place every two years in Tam- pere and is the leading trade fair for the industry in Finland. The thematic focus of the exhibition are assistive devices, healthcare ser- vices and equipment, rehabilitation and therapies, housing and envi- ronment, wellbeing and support and information services.

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Access Abilities Dubai True to the motto Enabling Mobility – Integrating Communities the AccessAbilities taking place in Dubai is aimed at raising awareness for the needs of people with disabilities or special needs.

Werkstätten: Messe Nuremberg At Werkstätten: Messe workshops for people with disabilities pro- vide every year a colorful range of products, services and infor- mation. It is a meeting place and forum for all relevant workshop topics and attracts workshop managers and employees, representa- tives from the government, social and education sector as well as professional buyers from various industries.

A NICHE MARKET

1) BARRIER-FREE TOURISM11 The tourism industry has focused increasingly on segmentation as a way to provide better service to specific tourist groups who are differentiated by demographic and psychographic characteristics. New market segments are continually being sought by the industry as other segments mature. As western populations age, “grey tourism” (also called the seniors market) has emerged as a major new market segment. This was brought about through the ageing of the generation who has historically led mar- ket shifts during the latter part of the twentieth century.

Closely linked to the needs of the seniors market are people with disabilities. The travel needs of this group have been categorized as barrier-free tourism (BFT). BFT

11 http://www.addc.org.au/documents/resources/barrier-free-tourism-for-people-with-disabilities-in- the-asian-and-pacific-region_1062.pdf 19 offers a new opportunity for segmentation that merges the access requirements of the seniors and disability markets. In particular, providing information as well as present- ing, promoting and marketing easy access tourism facilities can provide destinations with a greater competitive advantage for attracting these growing niche markets.

2) SOCIAL TOURISM12 Although the concept of “social tourism” has been defined in different ways, it is worth to remind some basic definitions and principles recognized by the main stake- holders. ISTO states that social tourism can be defined as “the connections and phe- nomena related to the participation of people in the countries of destinations as well as of holidaymakers, of disadvantaged layers of society or those unable to participate in tourism, holidays and their advantages for whatever reason.” The statutes also mention that “this participation is made possible or facilitated by a combination of policies, clear social measures and the commitment of social players”. This is a key point for Tourism where it is clearly specified that “social tourism, and in particular associative tourism, which facili- tates widespread access to leisure, travel and holidays, should be developed with the sup- port of the public authorities”.

In the opinion adopted in 2006 by the Euro- pean Economic and Social Committee (EESC), it is interesting to note their ap- proach to define social tourism. They men- tion “that an activity constitutes social tour- ism whenever these conditions are met:

• Real‐life circumstances are such that it is totally or partially impossible to fully ex- ercise the right to tourism. This may be due to economic conditions, physical or mental disability, personal or family isolation, reduced mobility, geographical dif- ficulties, and a wide variety of causes which ultimately constitute a real obstacle. • Someone – be it a public or private institution, a company, a trade union, or simply an organized group of people – decides to take action to overcome or reduce the obstacle which prevents a person from exercising their right to tourism. • This action is effective and actually helps a group of people to participate in tour- ism in a manner which respects the values of sustainability, accessibility and soli- darity”.

12 http://nationbuilder.s3.amazonaws.com/appgonsocialtourism/pages/23/attachments/origi- nal/ISTO_-_Inquiry_Social_Tourism.ISTO.pdf?1314889615

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3) ALTERNATIVE TOURISM13 Alternative Tourism is a process which pro- motes a just form of travel between mem- bers of different communities. It seeks to achieve mutual understanding, solidarity and equality amongst participants.

Nowadays, all travelers who do not under- take a normal type of vacation are lumped together under the general heading of alter- native tourism.

There are a number of themes that recur in many discussions on Alternative tourism.

Firstly, Alternative Tourism is applied to tourism which does not damage the envi- ronment, is ecologically sound, avoids the negative impacts of many large-scale tour- ism developments undertaken in areas which have not previously been developed.

Secondly, alternative tourism is thought to consist of smaller scale developments, or at- tractions for tourists which are set in villages or communities and organized by them.

Thirdly, there is the question of who benefits. Certain kinds of tourism are called alternative because they are not exploitative of the local people, because the benefits flow to local resi- dents, or in general to poorer communities. Conventional tourism demands large scale or- ganization and resources not usually available locally, or even in the country: as a result its rewards flow away to distant townsfolk, or abroad.

Finally, tourism which does not damage the culture of the host community is often called alternative: more than that, Alternative Tourism may actively try to encourage a respect for the cultural realities encountered by the tourists through education and organized "encounters".

Alternative Tourism can be referred to many other names, for example, Soft Tourism, Sustainable Tourism, Green Tourism, and so on.

13 http://www.journal.au.edu/abac_journal/may99/article4_f.html 21

In addition, alternative forms of tourism help cleaning physical surroundings, protect- ing environments and often the distinctive cultural patterns of local communities. It can be a significant factor in conserving the environment.

Moreover, it also helps to conserve an area's cultural heritage. Archaeological and historical places, distinctive architectural styles, local dance, music, drama, ceremo- nies, arts and crafts, dress, customs and value systems all comprise the culture of an are. 4) HEALTH TOURISM Medical tourism14 refers to the travel of people to an- other country for the purpose of obtaining medical treatment in that country.

Traditionally, people would travel from less-developed countries to major medical centers in highly developed countries for medical treatment that was unavailable in their own communities.

Another reason for travel for medical treatment is that some treatments may not be legal in the home country, such as some fertility procedures.

People with rare genetic disorders may travel to another country where treatment of these conditions is better under- stood.

The other reasons are: Medical Surgeries or other treat- ments, Psychiatry, Alternative Treatments, Convalescent Care and even Burial Services.

Health tourism is a wider term for travels that focus on medical treatments and the utilization of healthcare services. It spans a wide field of

14 https://en.wikipedia.org/wiki/Medical_tourism 22 health-oriented tourism ranging from preventive and health-conductive to rehabilita- tional and curative forms of travel; the latter being commonly referred to as Medical tourism. Wellness tourism is another related field.

The Medical Tourism Association®15 also referred to as Medical Travel Associa- tion, is the first membership based international non-profit trade association for the medical tourism and global healthcare industry made up of the top international hos- pitals, healthcare providers, medical travel facilitators, insurance companies, and other affiliated companies and members with the common goal of promoting the highest level of quality of healthcare to patients in a global environment.

In 2005, the Turkish Healthcare Travel Council (THTC)16 was established to strengthen health tour- ism activities and to unite the national efforts to bring more patients to Turkey from around the world. With 317 members, consisting of hospitals, clinics, thermal and medical SPA centers, hotels, assistant companies, and with 144 network offices in 85 different countries, the council has grown into the largest healthcare association both in Turkey and the world.

15 http://globalhtc.org/ 16 http://thtdc.org/hakkimizda 23

THTC has developed an exemplary corporate structure. In 2013 at Monte Carlo-Monaco, THTC initiated and served as a founding country for the Global Healthcare Travel Council, which promotes and provides healthcare services to world citi- zens. Through such endeavors, the Turkish Healthcare Travel Council has cemented its place as a global contender in the healthcare industry.

The leading healthcare groups located in Turkey’s top 15 des- tinations (Istanbul, Ankara, Izmir, Afyon, Bursa, Antalya, Ma- latya, Sivas, Muğla, Adana, Mersin, Gaziantep, Samsun, Erzu- rum and North Cyprus) offer “one-stop” service approach to foreign patients, covering all procedures from the day of re- quest to the day of departure. Hoping to maximize the comfort of patients and their families during days of distress, all re- lated details from initial consultation to travel scheduling and accommodation are coordinated by hospital staff. As Turkey is on its way to become a full member of EU, the country’s political, social and eco- nomical position in the global market place amplifies, Turkey’s leading private healthcare providers are dedicated to boosting the health of patients worldwide while curbing the high costs related to their treatments.

Map2heal17 is THTC’s official Health Tourism web portal. The subject of their agreement is that Map2heal is a system that carries out the advertising and marketing activities of Health Institutions all around the world on the Internet. - See more at: https://map2heal.com/about-us#sthash.P0ipIPmC.dpuf

5) 65+ Disability has a high correlation with age: older people can acquire a mixture of impairments due to age. Although most of old persons will not label themselves as disabled, they will benefit from im- proved access. The proportion of the older people in the populations of developed countries is rising dramatically.

This increase of the ageing population is predicted worldwide. Factors explaining this growth are threefold: the baby-boom generation of 1945 to 1965 reaching 65+ in 2010, the decrease of the fertility rates since 1965 and the increasing life expectancy at older ages (OECD, 2005).18

17 https://map2heal.com/about-us 18 http://www.accessibletourism.org/resources/enat_study-2_services_and_facilities_en.pdf 24

In 2009 there were more than 730 million people over age 60, equivalent to 10% of the global population, which represented an increase of more than 20% since 2000. By the year 2050 the number of persons over age 60 is projected to increase up to 20% of the world population, with one-fifth of this group being over 80 years old.19

The increase in the ageing population, as well as the positive correlation with LSHP stresses the ne- cessity for accessibility measures and shows a big market for accessible tourism.

Due to the ageing population in the industrialized countries, the rate of disability among people with the capacity to travel is also increasing, adding to the demand for an accessible environment, transport and services – thereby adding to the market value of the accessible tourism segment. Similar trend is also increasingly visible in the emerging economies, where the fast rising numbers of the rich and the middle class are also traveling more. Much of the senior population in those countries has significant income and the desire to travel, both in their home countries and abroad, and their expenditure tends to be higher than that of tour- ists in general.

Because many people with disabilities and older people are no longer active in the workforce, they have the possibility of traveling throughout the year, which helps to reduce the seasonality of demand experienced by many destinations.20

6) SPORT TOURISM21 “All tourism is adventure tourism for people with disabilities!”- said Scott Rains, writer, disability activist and world traveler, who published a travel. (www.rollingrains.com)

19 “Accessible Tourism for All” and UNWTO / Taleb Rifai, UNWTO Secretary-General / Report 20 “Accessible Tourism for All” and UNWTO / Taleb Rifai, UNWTO Secretary-General / Report 21 http://www.accessibletourism.org/resources/enat_study-2_services_and_facilities_en.pdf 25

His wry statement is undoubtedly true, given that most ‘mainstream’ tourism desti- nations, facilities and services are not made with disabled people in mind, which makes doing many of the simplest things a strug- gle.

However, it should not be forgotten that people who have some greater access needs than the majority nevertheless enjoy many forms of adventure tourism, sports and out- door pursuits such as camping, ornithology, skiing, quad-biking, horse-riding, sailing and scuba diving.

There are many tourism offers for adventurous tourists with disabilities and more are being developed in countries and regions of Europe. The ENAT website’s Themes section provides up-to-date listings of relevant items under the heading, “Adventure tourism, sports and outdoor pursuits” at: http://www.accessibletour- ism.org/?i=enat.en.themes.435

7) GLOBAL EVENTS22

International Health Tourism Convention Health Tourism, through the ht8 approach to its integration, development and promotion, pro- vides a compelling incentive for every tourist to be, at the same time, a Health Tourist, with- out the need to necessarily state it or feel it. Health Tourism is not by definition exclusively for people who are ill or those who are looking to get some “Treatment” (Medical or Dental) or “have an operation”.

Health Tourism and “ht8” “Health Tourism” is also the collective term for the 8 Sec- tor Segments and Services Categories of the ecosystem. “ht8” refers to the 8 Health Tourism Segments:

22 http://www.accessibletourism.org/?i=enat.en.events 26

• Medical Tourism • Dental Tourism • Spa Tourism • Wellness Tourism • Sports Tourism • Culinary Tourism • Accessible Tourism • Assisted Residential Tourism

The Pacific Rim International Conference on Disability and Diversity The International Pacific Rim Conference (Pac Rim) on Disability & Diversity has been widely recognized over the past 30 years as one of the most “diverse gatherings” in the world. The event encourages and respects voices from “di- verse” perspective across numerous areas, in- cluding: voices from persons representing all disability areas; experiences of family members and supporters across all disability areas; responsiveness to diverse cultural and language differences; evidence of re- searchers and academics studying disability; stories of persons providing powerful lessons; examples of program providers, natural supports and allies of persons with disabilities and; action plans to meet human and social needs in a globalized world.

ICCHP, Computers Helping People with Special Needs ICCHP looks back at more than 25 years of supporting the advancement of Information and Communication Tech- nology (ICT) and Assistive Technologies (AT) for people with disabilities and the aging population.

ICCHP has been one of the first confer- ences bringing together individual re- searchers starting AT as "handicrafts". These pioneers had a clear vision for the potential of the upcoming ICT revolution for people with disabilities and an according enthusiasm to set up a new scientific disci- pline with close relations to end users and respecting the need for interdisciplinary discussions.

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The motto of ICCHP 2006 best summarizes the mission of ICCHP: The equation “equality = eQuality” symbolizes how much equality, equal access and therefore equal chances in society have become dependant on "eQuality", the quality of ICT based systems and services in the sense of taking the needs of all users into account includ- ing those with disabilities.

Rehabilitation International World Congress RI Global is the world’s leading network for the rights and inclusion of people with disabilities. This network includes people with disabilities, service providers, govern- ment agencies, academics, researchers and advocates. Comprising an assembly of

100+ member organizations, it uses advocacy, habilitation and rehabilitation to achieve an inclusive world where all people can enjoy active participation and full human rights. In 1969 RI Global introduced the International Symbol for Access, which is said to be one of the five most recognized signs in the world today.

Universal Design Conference Universal design is a design process that is inclusive of a diverse population. The aim of universal design is to improve human performance, health and well- ness, and social participation.

Universal design is itself explained in a diversity of ways across the world: “design-for-all” and “inclu- sive design” are other terms used.

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Universal design is an international movement and recognized by the World Health Organization and the United Nations. The WHO Age Friendly Cities program and the UN Convention on the Rights of Persons with Disability both cite universal design as the means by which to create greater social and economic inclusion for everyone. Australian state and federal policy documents also recognize universal design as the way forward for creating greater inclusion for all Australians.

“Design for All is design tailored to human diversity”

Design for All23 is the intervention into environments, products and services which aims to ensure that anyone, including future generations, regardless of age, gender, capacities or cultural background, can participate in social, economic, cultural and lei- sure activities with equal opportunities.

Design for All/Universal Design should be implemented in all areas because the human beings are diverse and everyone has the wish, the need and the right of being independent and choosing the own life style without facing physical and social barriers.

Towns and Cities for All24 was taken by the Design for All Foundation and started in Bar- celona. The ‘Flag of Towns and Cities for All’ offers to municipalities all over the world, the opportunity to join a group of towns and cities that have committed to improve their public space, their facilities, transport; building and services, to improve the quality of life of their citizens and visitors. The goal is to make visible the good practices regard- ing accessibility and Design for All of the towns and cities involved in the project. The obtain the flag, the actions must be carried out by a local government, and the munici- pality has to devote at least %2 of their investment budget. There has to be an action plan with tangible by local associations and citizens.25

23 http://designforall.org/index.php 24 http://www.townsandcities.net/index.php 25 https://books.google.com.tr/books?id=NwL- PBQAAQBAJ&pg=PA162&lpg=PA162&dq=flag+for+town+de- sign+for+all&source=bl&ots=e9Pv3AfyBv&sig=_DBC8r2kmugV3uVZBktZqbQm5xY&hl=tr&sa=X&v ed=0ahUKEwjhy_Th_eTRAhVlKpoKHaOECnAQ6AEIMjAD#v=onep- age&q=flag%20for%20town%20design%20for%20all&f=false 29

Design for All criteria • Respectful: It should respect the diversity of users. Nobody should feel mar- ginalised and everybody should be able to access it. • Safe: It should be free of risks to all users. This means that all elements form- ing part of an environment have to be designed with safety in mind. • Healthy: It should not constitute a health risk or cause problems to those who suffer from certain illnesses or allergies. In addition, it should promote healthy use of spaces and products. • Functional: It should be designed in such a way that it can carry out the func- tion for which it was intended without any problems or difficulties. • Comprehensible: All users should be able to orient themselves without diffi- culty within a given space, and therefore the following are essential: ◦ Clear information: Use of icons that are common to different countries, avoiding the use of words or abbreviations from the local language which may lead to confusion. ◦ Spatial distribution: This should be coherent and functional, avoiding disorientation and confusion. • Sustainable: Misuse of natural resources should be avoided to guarantee that future generations will have the same opportunities as us to preserve the planet. • Affordable: Anyone should have the opportunity to enjoy what is provided. • Appealing: The result should be emotional and socially acceptable but always bearing in mind the seven precedent criteria.

The Network for Excellence: “Towns and Cities for All” has been selected as an Inno- vative Practice 2014 by the Zero Project.26 How to obtain the Flag: http://www.townsandcities.net/bandera.php

26 http://news.designforall.org/publico/index.php?opc=articulo&article=2403&idioma_article=en 30

The Paralympic Games The Paralympic Games is a major interna- tional multi-sport event, involving athletes with a range of physical disabilities, including impaired muscle power, impaired passive range of movement, limb deficiency, leg length difference, shorts tat- ure, hypertonia, ataxia, athetosis, vision impair- ment and intellectual impairment. There are Win- ter and Summer Paralympic Games, which since the 1988 Summer Games in Seoul, South Korea, are held almost immediately following the respective Olympic Games. All Paralympic Games are governed by the International Paralympic Committee (IPC).

The modern Olympic Games27 or Olympics are leading international sporting events featuring summer and win- ter sports competitions in which thousands of athletes from around the world participate in a variety of compe- titions. The Olympic Games are considered the world's foremost sports competition with more than 200 nations participating. The Olympic Games are held every four years, with the Summer and Winter Games alternating by occurring every four years but two years apart.

The evolution of the Olympic Movement during the 20th and 21st centuries has re- sulted in several changes to the Olympic Games. Some of these adjustments include the creation of the Winter Olympic Games for ice and winter sports, the Paralympic Games for athletes with a disability, and the Youth Olympic Games for teenage ath- letes.28

Hestourex - World Health, Sport, Tourism Congress & Exhibition

Hestourex Congress & Exhibition29 is supported by the Ministry of Foreign Affairs, Ministry of Culture and Tourism, Ministry of Economy, Ministry of Health, Ministry of Youth and Sports of Turkey.

Hestourex has gradually evolved to become Turkey’s First and Only platform, where thou- sands of people from the health tourism, sports

27 https://www.olympic.org 28 https://en.wikipedia.org/wiki/Olympic_Games 29 http://fuar.hestourex.com/about-us 31 tourism and sustainable tourism sectors across the globe meet to discuss the policies and procedures, legal framework, latest trends, competitors & stakeholders, medical tour business acumen, certification, how & with whom to tie up for business.

Hestourex Exhibition mainly focuses on the representatives of health tourism, sport tourism and alternative tourism industries from all over the world.

Hestourex Exhibition will also conduct a Hosted Buyers Program, with participants from at least 50 countries, providing them with an opportunity collaborate and con- duct business with suppliers from Turkey.

INFRASTRUCTURE The Convention on the Rights of Persons with Disabilities30 is an international human rights treaty of the United Nations intended to protect the rights and dignity of per- sons with disabilities.

The text was adopted by the United Nations General Assembly on 13 December 2006, and opened for signature on 30 March 2007. Following ratification by the 20th party, it came into force on 3 May 2008. As of December 2016, it has 160 signatories (including Turkey) and 172 parties, which includes 171 states and the European Un- ion.

There are eight guiding principles that underlie the Convention: ★ Respect for inherent dignity, individual autonomy including the freedom to make one's own choices, and independence of persons ★ Non-discrimination ★ Full and effective participation and inclusion in society ★ Respect for difference and acceptance of persons with disabilities as part of human diversity and humanity ★ Equality of opportunity ★ Accessibility ★ Equality between men and women ★ Respect for the evolving capacities of children with disabilities and respect for the right of children with disabilities to preserve their identities

In terms of accessibility principles of the Convention, the following infrastructures needs to be followed:31

30 https://en.wikipedia.org/wiki/Convention_on_the_Rights_of_Persons_with_Disabilities#Commit- tee_on_the_Rights_of_Persons_with_Disabilities 31 Accessibility Guide, Hilton. 32

1) PARKING

• Provide a minimum of one accessible parking space in your car- park. These spaces must have a convenient for access to the hotel’s main entrances.

• A fully accessible wheelchair route must be provided into the hotel from all accessible parking spaces.

• The parking spaces must be clearly marked with ap- propriate signage that includes the international sym- bol of accessibility vertically and horizontally (on pole/wall and on ground) at each space.

2) ENTRANCE / HALLS

• Hotels must provide a means of access for guests with disabilities into the main entrances of the hotel.

• All grade level changes must be gradual, or else a ramp be provided.

• The main entrance door(s) of the facilities must be automatic, have a door opener, or have a doorman 24/7. Even if the accessible approved rotating doors are present, a side door is still needed for emergencies.

• All card readers, intercoms or locks at public entrances must be mounted within the reach ranges.

• At all public desks/service counters such as reception and guest relations desks pro- vision must be made for wheelchair users. If an employee can easily address the guest at their side with no delay in service, the accessible counter is not required.

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• Accessible Circulation / Route: a. It is preferred that accessible routes do not cross vehicular traffic or pass behind parked vehicles. If it is not possible, try to minimize the number of curbs, ramps, areas of vehicle passage. b. The accessible route (sidewalk) must be sepa- rated by a curb, railing or continuous detectable warning, if it crosses or adjoins a vehicular way. c. An accessible/unobstructed route is required within the building from the entrance, to and within all public areas, and all accessible gues- trooms. Accessible routes are also required within the administration and staff support areas. d. Head clearance must be provided for all accessible routes. If it is not possible, a barrier to warn visually-impaired persons must be provided. e. The path surface must be a smooth stable material. If carpet is used on the ac- cessible route, it must be backing/pad (or no pad). f. Protruding objects must not reduce the clear width of the accessible route.

• Accessible Circulation / Ramp: a. Ramps must have a non-slip surface and must be provided where grade level changes are unavoidable. b. Handrails are required on ramps and must comply with the requirements. These requirements also apply to grab bars. c. A mechanical hoist (vertical platform lift) may be used as an alternative to a ramp. It must comply with “Vertical Platform Lifts”.

3) ROOMS

• At least 1% of the total guestroom count must be provided as wheelchair accessible and hearing impaired guestrooms. At least one of these guestrooms, must connect to another room in all cases.

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• A minimum of one hearing impaired room must be provided separate from the wheelchair accessible guestrooms.

• Wheelchair accessible guestroom: a. The accessible route required in section “Route” must continue into the gues- troom including access to balconies and connecting rooms. b. A clear turning circle must be provided both within the guestroom area and the bathroom. c. All switches, controls (drapery, HVAC - Heating, Ventilating and Air Condi- tioning, lighting, etc.), door viewer, and appliances must be accessible and oper- able. At least 50% of any shelving and storage including closet rods must also comply. d. Work and dining surfaces must comply with the requirements. 1. A shower spray unit. 2. Shower rod for roll-in shower. 3. Grab bars at the water closet and tub/shower. 4. Permanent or removable seats for tubs and showers. 5. Robe or towel hook, must be mounted in. e. The water closet flush control must be located on the open side of the water closet. 4) ELEVATORS

Multi-storey structures should have an adequate number of elevators wide enough for a person using a wheelchair to en- ter and move easily. They should be specially designed and equipped for easy use by such persons and for the blind (i.e., location of the control buttons, Braille signage, information in both written and audio form). They should be equipped with emergency systems accessible to the hearing impaired.

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• Guest Lifts a. The car platform area and each lift landing must have a clear space. b. Tactile indications must be provided within the car alongside the floor controls on at least one control panel. All controls including card readers must be within the reach ranges.

• Vertical Platform Lifts a. Platforms must have a clear floor space. One full unobstructed side of the clear floor space must adjoin or overlap an accessible route for loading. b. The lift capacity and the vertical speed must be complied with the requirements.

5) WC

• A minimum of one accessible restroom compartment must be provided within the lobby area.

• Maneuvering clearances must be provided for the accessible fixtures.

• The accessible compartment must be fully equipped with the necessary equipment.

• Water supply and drain line insulation at vanities to protect against contact.

• All fixture controls must be lever type for minimum graspability or be automatic.

• The water closet flush control must be located on the open side of the water closet.

SERVICES

1) INFORMATION32 “Information about accessibility refers to any aspects of a destination that can impact on users who are permanently or temporarily disabled, or persons who

32 http://www.accessibletourism.org/resources/enat_study-2_services_and_facilities_en.pdf 36

have any type of functional, sensory or cognitive impairment or restriction, due to age, body size, health condition or other factors. Accessibility information tells customers about services, physical design features, layout, materials, technical infrastructure, signage, furniture, fittings and equipment that can affect their comfort, safety and enjoyment of their surroundings.”

Providing detailed and reliable customer information about the accessibility of ven- ues and services should be a key element of any tourism business.

Besides this - and just as important - is the way in which this and other information is presented, both in marketing and publicity materials but also at the venue itself. There is no ‘one-size-fits-all’ solution, so the best solution is to provide information in as many formats as possible.

• For customers with a visual impairment, information should be provided in alterna- tive formats such as large print (16 point fonts and larger), audiotape or in an elec- tronic version. Some people who are blind may read Braille.

• For people who are deaf or have a hearing impairment, auditory information should be supplemented with written formats, such as presentation of text messages on TV screens or LED panels.

Printed format

The printed format is still the most popular format to provide tourists with information: brochures, city guides, maps, infor- mation leaflets, etc. Although for some groups of tourists infor- mation in alternative formats is a necessity, printed information can be presented in an accessible format by using an accessible font and size, a good contrast between font and background.

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Pictograms For a lot of people the use of pictograms is helpful as it al- lows people to find information in an easy and accessible way. Pictograms can be especially helpful for people with learning difficulties and those who do not read or cannot understand the local language.

Accessible websites Nowadays Internet websites play a crucial role in the provi- sion of information. Tourists plan their holidays by brows- ing websites and booking hotels and tickets on-line is in- creasingly popular. This is certainly also the case for people with a disability. How- ever, this points to the need for websites and content that is accessible for people who may sensory-motor limitations.

2) ACCOMMODATION33 Accommodation establishments should have a reasonable number of rooms that are fully accessible without the need for assistance.

Where possible, adapted rooms should be located so as to facilitate evacuation measures and routes to emergency exits.

These rooms should be designed so that users can move around, locate facilities and services and communicate in a comfortable and independent manner. This applies to the bathroom as well as the terrace or adjoining outdoor space, if any.

To this end, spatial requirements and technical aids needed to perform any manoeu- vre safely and comfortably should be taken into account. The design of all devices and actuators should take into account the principles of Universal Design.

Rooms and infrastructure of accommodation establishments should be equipped with alarm systems suitable for deaf guests and communication systems between the reception and the room adapted to these persons.

Such establishments should welcome guide dogs and pro- vide the essential items to facilitate their stay.

33 http://cf.cdn.unwto.org/sites/all/files/docpdf/accesibilityenok.pdf 38

The above recommendations should apply equally to camping facilities, especially in regard to accessible bathrooms and toilets as well as alarm systems.

3) FOOD34

An adequate number of restaurants, coffee shops, cafés and bars in the area should be provided, with accessible facilities which take into account the ease of external access, furniture designed to be used by wheelchair users, counters at different heights, menus with easy-to-read text, in Braille or in alterna- tive formats (web or applications for mobile computers), acces- sible toilets, etc.

Menus should include additional options for people with different types of food intol- erances. (For example: diabetics, persons with gluten intolerance, etc.)

These facilities should be properly marked for easy location.

4) CONFERENCE35 In addition to the above features applying to buildings used by guests (entrances, toilets, signage, elevators, parking, etc.), conference facilities should be equipped with special seats or areas reserved for wheelchair users and special headphones and/or audio induction loop facilities for persons with hearing impairments.

Efforts should be made to ensure that audio-visual information is supplemented with audio description and subtitling and/or sign language, as required.

5) SOCIAL CLUBS36 Entities responsible for recreational, leisure and sporting activities shall take appro- priate measures to enable persons with disabilities to participate on an equal basis with others.

34 http://cf.cdn.unwto.org/sites/all/files/docpdf/accesibilityenok.pdf 35 http://cf.cdn.unwto.org/sites/all/files/docpdf/accesibilityenok.pdf 36 http://cf.cdn.unwto.org/sites/all/files/docpdf/accesibilityenok.pdf 39

It should be ensured that persons with disabilities have access to sporting, recrea- tional and tourism facilities; in particular, for the activities listed below:

• Excursions to surrounding areas Coaches used for excursions should be outfitted to accommodate tourists with physi- cal disabilities and to provide both auditory and visual information and other types of aids for the blind and the deaf.

• Sports Access for persons with disabilities to sports facilities (stadiums, race tracks, etc.), as well as their participation, as much as possible, in mainstream sporting activities at all levels should be encouraged and promoted.

Sports facilities should be equipped to accom- modate visitors with physical disabilities and provide information both acoustically and visually, as well as other communication services for the blind and the deaf.

• Beaches Beaches should be provided with accessible routes that allow access to the in- formation points, spaces, facilities or services.

Beaches should have access via walkways and ramps, enclosed areas of sun and shade, adapted changing stations and ser- vices, amphibious chairs and crutches to bathe in the sea, with the assistance of a team of professionals. Seaside prome- nades, if any, should include accessible routes.

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TRANSPORT

Transport plays an important role in enabling people with disabilities to travel and live independently. Depending on where you live, your destination and your physical needs, transport choices might include paratransit, accessible taxis, public transport or volunteer drivers from nonprofit organizations or local government agencies.

1) PUBLIC TRANSPORT37

• Stations, passenger terminals, and related facilities Passengers with disabilities should have easy access to all transport services to and from all terminals, stations and other related facilities.

• Whenever possible, terminals should be at the same level or equipped with ramps where there is a change in level. Where necessary, provisions should include access ramps, elevators or platform lifts. All information provided should take into account the needs of people with sensory impairments.

• Consequently, information shall be in visual and acoustic formats. Both types shall be made available to the public

37 http://ethics.unwto.org/publication/unwto-recommendations-accessible-tourism-all 41

such that the information can be perceived in the best possible conditions, in terms of ambient noise and lighting and contrast between figure and back- ground. Information should be available in alternative channels of communica-

tion (websites or applications for mobile devices).

• Pedestrian crossings should be provided with traffic lights with audible and vis- ual signals so that people with visual or hearing impairments can cross them safely. Access to transport should be as simple as possible and assistance should be available when required. People in wheelchairs who have to use special boarding chairs (e.g., to board an aircraft cabin) should be able to do so as close as possible to the conveyance, and wheelchairs should be handled, stored and transported such that they can be returned intact immediately upon arrival at the destination or transit point.

• On main thoroughfares, and toll highways in particular, rest stops should be pro- vided at regular intervals. These should be equipped with facilities and services, including toilets and emergency phones accessible for everyone and, in particu- lar, travelers with disabilities.

2) TRANSFERS

• Passenger vehicles, including private vehicles for hire, buses and coaches, taxis, trams, funiculars (cable cars), trains, commuter ferries and cruise ships should be de- signed to allow safe, comfortable and equitable transport of people with disabilities or reduced mobility. • The information provided to passengers before or during the journey should take into account the needs of people

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with sensory disabilities, and must be available in visual and acoustic formats. • Information for passengers and emergency evacuation procedures should be pro- vided in alternative formats, including sign language and writing.

3) IN HOUSE TRANSPORT38 Travel training (also known as travel mentoring or travel buddying) is a scheme run

by some local councils, transport authorities or charities aimed at people with disabil- ities who would normally rely on “door to door” or community transport.

The details vary by operator, but usually participants are allocated a travel trainer (of- ten someone with a similar impairment to themselves), who shows them how to plan their journey using all the information available. The mentor then accompanies the participant to a bus stop or rail station, using the information there to find the correct route, shows the participant how to board, how to stay safe while travelling and offers some coping strategies for when things go wrong. This can be provided for most types of impairments, whether providing advice on access to a physically-impaired traveler or improving travel confidence and awareness for someone with a mental health condition. A successful scheme can provide a person with disability more in- dependence, while potentially reducing the cost to the local authority of community transport.

Transport Operators39

• Handicaps Welfare Association (HWA) • E K Ang Trading and Transport Pte. Ltd. • Silveray Pte. Ltd.

38 http://www.publications.parliament.uk/pa/cm201314/cmselect/cmtran/870/870.pdf 39 http://app.msf.gov.sg/Press-Room/Dedicated-Transport-Services-for-Persons-with-Disabilities 43

Staff training and awareness

Enabling members of hotel transport staff to give appropri- ate help is perhaps the most efficient way of improving transport for people with disabilities. People with impair- ments are more likely to travel and to travel more often if the driver on the first transport stage of their journey is po- lite and helpful. Well-trained staff are essential, whether lis- tening to requirements on the Passenger Assist telephone line, helping someone buy a ticket, assisting someone onto a train or arranging a taxi to the nearest accessible station.

When passengers who have disabilities interchange, they may also require a well-informed member of staff – or even a helpful fellow traveler – to point them on to the next stage of their journey.

Taxis and private hire vehicles are an important transport option for people with disa- bilities, especially in rural areas, so drivers must be helpful and considerate. At air- ports, well-trained staff are needed to ensure that passengers with disabilities navigate safely to and from the aircraft.

EMERGENCY PROCEDURES LABELING / TRAINING / EVACUATION40

Guidelines for people with disabilities • Look for individuals who could personally assist you to the nearest stairwell or exit. • If you cannot speak loudly, carry a whistle or have some other means for at- tracting the attention of others.

40 http://www.centenary.edu/emergency/disabled 44

• It is your responsibility to prepare for emergencies by learning the location of exit corridors, stairwells, and fire alarms in each building you use frequently.

• Tell a coworker/supervisor or classmate/instructor in each area or class if you will need assistance during an emergency evacuation from the building.

• Practice escape routes and alternative routes. • Know how to help others help you. Give clear instructions as to your needs or preferences.

Evacuation Procedures Hotels and staff are responsible for directing evacuation from their work areas. When the situation involves a person with a disability, use these guidelines to assist them: ● Know the primary and alternate evacuation routes. ● Do not move people with disabilities without first asking them if they need help. ● Remain calm. ● If asked, assist the person to the nearest safe exit area on basement or upper floors this is usually the stairwell. If smoke is not present in the stairwell, assist them inside and close the fire door. ● Do not attempt to remove a person with disabilities from the stairwell except in extreme emergencies. ● Alert emergency personnel to the location of the person.

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Use of Elevators ● DO NOT USE the elevator during fire! ● If you do not know the nature of the emergency, assume it to be a fire. ● If the emergency is other than fire, people with disabilities have priority using the elevators for evacuation. ● If you are physically able to use the stairways, you should NOT use the elevators during any emergency.

Visually Impaired People Most visually impaired people are familiar with the immediate area they are in. In the event of an emergency, tell the person the nature of the emer- gency and offer to guide him/her. As you walk, tell the person where you are and advise of any obsta- cles. When you have reached safety, orient the per- son to where he/she is and ask if any further assis- tance is needed.

Hearing Impaired People People with impaired hearing may not perceive emergency alarms and an alternative warning technique is required. Two methods of warning are: ● Write a note telling what the emergency is and the nearest evacuation route.

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● Turn the light switch on and off. Then indicate through gestures or writing what is happening and what to do.

People Using Crutches, Canes or Walkers Ask if the person needs assistance to evacuate. Offer to guide them to the emergency exit. If necessary, carrying options include using a two person lock arm position (A) or having the person sit in a sturdy chair (B), preferably one with arms. Refer to drawing.

People in Wheelchairs There are several considerations when assisting a person in a wheelchair. Wheel- chairs may have parts not intended for lifting. Batteries for life support equipment may be connected. Lifting the person could be harmful. ● Ask the person how you can help. ● Determine if the person wants to be removed from the chair. ● Determine if the person wants to be carried down a flight of stairs; forward or backward? ● Ask what type of assistance they will need after evacuation. ● Alert emergency personnel to the location.

Learning Disabilities Assist people by giving them directions and orienting them to the emergency exits. Practice evacuation procedures with them prior to an emergency. Offer to guide him/her.

OTHER ACTIVITIES41

Ten years ago, conveniences provided for travelers with disabilities in Turkey were very poor. Even the local Turks had a hard time getting about. However, in the last five years, more regions are updating facilities and buildings to accommodate every- one. Nowadays, new built hotels are allocating adapted rooms, wheelchair ramps are

41 http://turkishtravelblog.com 47 built into most public buildings, (although sometimes, they are very steep). New air- ports in the West of Turkey like Istanbul Ataturk or Izmir, have also installed facili- ties.

Historic landscapes are important national assets. They provide some of the most spe- cial and valued places for public recreation and education. Such landscapes are often vulnerable. The objective of conservation management is to maintain historic land- scapes in ways that sustain their significance or values, and where appropriate, re- cover, reveal or enhance them. The benefits of improving access go beyond meeting legal requirements. It is an opportunity to attract new audiences, increase the likeli- hood of repeat visits and improve the quality of experience for all visitors. Access must be seen in its widest sense, including how easy it is for people to explore the landscape, enjoy it and feel comfortable. Standard solutions rarely work. Access im- provements should be planned to respect the special qualities of a particular site.

There are plenty of beaches to enjoy in Turkey, but perhaps few coastal experiences that rival the historical beauty of the architecture and archaeological sites to be found farther inland. The archaeology involves a bewildering range of the remnants of the Ottoman Empire, offering glimpses into cultures as varied as Hittite, Greek, Hellenis- tic, Byzantine, Urartarian and more. For this reason you can find stunning Islamic monuments, city bazaars and ancient churches that stand close by to contemporary malls and chain stores. There are also steps being taken to improve the country’s ac- cessibility, which continues to help Turkey to grow in popularity as a striking, scintil- lating destination to visit for people with reduced mobility.

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Most people on their first visit to Turkey want to see Istanbul. As the colorful me- tropolis between East and West, its main attractions date from the Byzantine and Ot- toman eras. It has also adopted most western practices so people with disabilities can enjoy their time there. Here are a few pointers regarding the main places to see.42

Sultan Ahmet, İstanbul (Sky View)

• Most attractions are in the Sultan Ahmet area. • The Basilica Cistern has a separate entrance for travelers with disabilities. • The Blue Mosque does not allow wheelchairs inside because the carpet is very old; however, they provide their own wheelchairs that have clean wheels. • The Hagia Sophia has excellent wheelchair ramps into the main hall, although the upper level is impossible to reach because it is a winding staircase with cob- bled stones. • The Grand Bazaar is a large, indoor market that sells items made in Turkey. Carpets, leather goods, ceramics and jewelry are just a few things you will find. • The Topkapı Palace, former home to the Ottoman Sultans is mostly accessible. There are a few cobbled areas but the harem and treasury that are especially in- teresting can be easily accessed. • Another highlighted trip is a cruise of the Bosporus and boats with allocated wheelchair ramps and staff will assist you.

Antalya has contemporary and classically beauty. It can be dated back to the 1st cen- tury BC, when King Attalos II told his subjects, “This must be Heaven”.

42 http://www.wheelchairtraveling.com/travel-in-a-wheelchair-around-istanbul-access-to-accessibil- ity/ 49

Like most of Turkey, Antalya enjoys a hot, dry climate throughout much of the year, with winters that remain warm but are punctuated by rainfall. This weather has helped to make the region a popular winter escape as well as a delightful summer vacation resort.

Hadrian’s Gate, Antalya

The city is composed of all aspects of Turkey’s culture and history both ancient and new. Holy buildings such as churches, mosques and madrasahs sit alongside mod- ernized conveniences such as the countless restaurants and bars that make eating and drinking in Antalya such a joy. • These are some of the historical and cultural places all around Antalya: Old Town (Kaleiçi), Old Harbour, Antalya Museum, Yivli Minare (Fluted Minaret), Hadrian’s Gate, Roman Fortress (Hıdırlık Kalesi), Aspendos Theatre, Termessos, Perge, Olympus and the Chimaera, Karst Springs (Düdenbaşı Mağarası), Karain Cave (Karain Mağarası), Phaselis, Kocain Cave, The Kurşunlu Waterfall.

Antalya also offers Konyaaltı Beach and Lara Beach, which are highly popular draws that allow tourists with limited mobility to bask in the hot sun.

With a mountainous backdrop and soft-sand beaches, as well as world class golf courses, Belek supplies visitors with a heady blend of the ancient and the contempo- rary.

This purpose-built resort offers one of the most beautiful beaches on the Turkish coast, which is edged by serene pines and popular with loggerhead and green turtles as a nesting place.

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Belek Beach, Antalya

Water sports are popular here, embraced by both locals and tourists in equal measure.

As with much of the rest of Turkey, there are numerous historical sites to enjoy dur- ing an accessible visit to Belek. Alongside the designer shops and delicious eateries you can find the Aspendos Theatre, which was built in the 2nd Century, plus Roman- style remnants such as the Hadrian Gate and City Walls.

The main reason that many people visit Belek, though, is for the golf. There are six near-flawless golf courses, where both amateurs and veterans can enjoy honing their swing.

Belek is also a great central hub to base oneself while also having the chance to visit other places of interest such as Perge, Antalya, and the Köprülü National Park. This last location is one of the most beautiful areas of the country, and is well worth the day’s trip from Belek it demands.

Kaş43 is a small fishing, diving, yachting and tourist town, and a district of Antalya Province of Turkey, 168 km west of the city of Antalya.

43 https://en.wikipedia.org/wiki/Kaş#Tourism 51

Kaputaş Beach, Kaş

The tourist industry is centred on the pleasant town of Kaş, but many other coastal towns and villages in the district have plenty of accommodation for visitors including Kalkan and Gelemiş. The district can be reached from both Antalya and Dalaman air- ports.

Kaş has an annual arts festival, jazz concerts in the Hellenistic theatre and the Kiln Under the Sea arts collective have held underwater ceramics exhibitions here.

Kaş is one of the leading spots for scuba diving in Turkey. There are more than 15 dive centers and diving schools, mostly located at the local port.

There is an important diving spot is so called "Kaş Archaeopark Site" that is an ex- perimental archaeology project conducted by Underwater Research Society (Sualtı Araştırmaları Derneği-SAD) in 2006.In this scientific project, an interpretative recon- struction of the Uluburun wreck and its cargo is placed underwater.

Outdoor sport activities attract the more adventurous visitors of Kas, especially small group holidays from Europe and independent travelers. To name a few popular ad- ventures: • Sea Kayaking at Kekova • Mountain biking the backcountry • Trekking the Lycian Way • Canyoning in the Kıbrıs Canyon

Dreams Academy is one of the projects of Alternative Life Association (AYDER), and as a sub-project, Dreams Academy Kaş has been located in Çukurbağ village of Kaş, since 2013.

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A village academy providing education, practice and community services by using alternative, innovative and sustainable methods to all individuals and groups with the main focus being people with disabilities and chronic diseases who are exposed to so- cial exclusion for whatever reason. The academy is one of the best practices of Alter- native Tourism, and all the facilities are accessible for everyone.

Dreams Academy, Kaş

Being an alternative life center, it is an umbrella organization combining four main concepts under the same roof.

1. Alternative Camp 2. Girls Without Barriers 3. Social Innovation Park 4. Ecologic Living 5. Mume Music House

Marmaris is considered by many to be Turkey’s most sophisticated area, and its popularity with tourists continues to grow.

This is an area famed for possessing a non-stop party atmosphere, and while it main- tains this personality throughout much of the resort there are still areas of both natural and manmade beauty. The harbour resides in a bay backed by mountains with a gor- geous castle within view, while wooden yachts bob and float beside the vessels of visiting sailors.

Shopping is a popular activity here, which can be sampled and enjoyed in both con- temporary shops and the old-style bazaar, where haggling is a must if you are hungry for the best deal or simply for a traditional Turkish experience.

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Sedir Island, Marmaris

While Marmaris isn’t as refined a resort as some of the others in Turkey, its ostenta- tious nature is actually one of its many appeals. It is an oasis of bars, restaurants, nightclubs and shops, but its surroundings are stunning and rugged, and serve to cre- ate a wonderful contrast between old and new that just begs to be experienced during an accessible holiday.

Dalaman is both a district and the central town within that district on the southwest- ern Turkish coastline, and offers access to some of the most beautiful beaches in Tur- key. The area is famed for its white sand and colorful blue-green ocean, which to- gether have earned it the title of the Turquoise Coast. The summer is hot and dry and the winter short and mild, making the region one of the most popular and most commonly visited in the country for all population.

Dalaman, Muğla

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OUTDOOR ACTIVITIES, EVENTS, CULTURAL EVENTS AND FESTI- VALS44

There are many opportunities to have experiences during an accessible holiday in Turkey especially in Istanbul and Antalya. Here are some exciting activities for eve- ryone, Turkish bath, Archery, scuba diving, dolphin swim, rafting, Turkish Kitchen workshop, Turkish handicraft workshop on so on.

• Music Festivals If you want to listen to some of the most incredible music in the world and enjoy then you will want to attend the international music festivals in Turkey.

MUSIC FESTIVALS

Garanti Caz Yeşili http://babylon.com.tr/en/events/garanti-caz-yesili

Akbank Jazz Festival http://www.akbanksanat.com/en/caz-festivali/hakkinda

One Love Festival http://www.oneloveistanbul.com/en/index.html

Chill Out Festival http://www.chilloutfest.com/tr/

Istanbul International Music Festi- http://muzik.iksv.org/en val

Izmir European Jazz Festival http://www.iksev.org/en

Cappadocia Music Festival http://www.musicfestinturkey.com/cappadocia-music- festival/info/

International Fethiye World Music http://www.fethiyefestival.com/international-fethiye- Festival world-music-festival-turkey/

International Ankara Music Festival http://ankarafestival.com/tr/ana-sayfa/

Gümüşlük International Classical http://www.gumuslukfestival.org Music Festival

44 http://www.goturkeytourism.com/events-festivals/events-and-festivals-in-turkey.html 55

• Lifestyle Events Lifestyle events, fairs and festivals in Turkey. Always stylish, lifestyle events in Tur- key include fashion, music, food, drink and healthy markets.

LIFESTYLE EVENTS

Izmir International Fair http://www.izfas.com.tr/index-33.htm

Expo 2016 Antalya http://www.expo2016.org.tr

Mercedes-Benz Fashion Week Istan- http://mbfashionweek.com/istanbul bul

Istanbul Shopping Fest http://istshopfest.com

• Sport Events Turkey hosts lots of sport events from international tennis matches and cycling tours to water sports and motor-racing events.

SPORT EVENTS

Sarıgerme Kite Festival http://turkey.com/home/culture/festivals/childhood- sarigerme-festival/

Istanbul Marathon http://www.istanbulmarathon.org

International Yacht Race http://marmarisraceweek.com/en_index.aspx

International Meis to Kaş Canoe - and Swimming Contest

International Beach Volleyball - Tournament

• Culture and Arts Festivals Turkey is one of the most important center of international culture and art festivals and sponsored festivals in the world.

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CULTURE AND ARTS FESTIVALS

International Bodrum Dance Festi- http://www.bodrumdancefest.org val

International Ankara Film Festival http://www.filmfestankara.org.tr/tr/

Alanya International Culture and - Art Festival

International Istanbul Film Festival http://film.iksv.org/en

International Istanbul Theatre Festi- http://tiyatro.iksv.org/en val

International Istanbul Biennial http://bienal.iksv.org/en

Aspendos Opera and Ballet Festival -

Contemporary Istanbul http://contemporaryistanbul.com/tr.htm

Istanbul Design Biennial http://tasarimbienali.iksv.org/en/biennial/history

Antalya Golden Orange Film Festi- - val

Istanbul’s cultural activities is rich and varied. You will find the details about the cul- tural events in town from the links down below.45

USEFUL LINKS

Babylon http://babylon.com.tr/en/ - The digital arts and culture platform that welcomes you to the vibrant world of Bab- ylon.

Biletix www.biletix.com - Ticketing Companies web site for cultural events in town.

45 http://www.unitedtravel.com.tr/?page_id=21&language=en 57

USEFUL LINKS

IKSV www.iksv.org/english/ - Istanbul Culture and Art Foun- dation.

Borusan Center for Culture and www.borusansanat.com/ - A cultural institute in Istanbul. Arts

Istanbul State Opera and Ballet www.idobale.com/liste_programen.php - The calendar of Istanbul State Opera and Ballet.

Contemporary Turkish Literature www.turkish-lit.boun.edu.tr/ - Search engine containing a carefully chosen selection of Turkish literature.

Istanbul Bookstores www.turkeytravelplanner.com/go/Istanbul/Shop- ping/bookshops/index.html - Book Store guide of Istan- bul by travel planner.

Cemal Reşit Rey Concert Hall www.crrks.org/ - For music and dance performances.

Zorlu PSM www.zorlupsm.com/en - Zorlu Performans Sanatları Merkezi is one of the biggest and most equipped perfor- mance arts center.

• Traditional Turkish Festivals From camel wrestling to Anatolian dance festivals, Turkey has no shortage of fasci- nating folkloric traditions. • Camel Wrestling Festival • Traditional Manisa Mesir Festival • Mevlana Memorial Celebrations, Konya • Mevlana Whirling Dervishes Festival • Adıyaman International Commagene Festival • Traditional Kırkpınar Oil-Wrestling Festivities, Edirne • Antalya Demre International Noel Baba (St. Nicholas) Memorial Celebrations • Safranbolu Architectural Treasures and Folklore Week • Tekirdağ Traditional Cherry Festival • Tekirdağ Hayrabolu Sunflower Festival

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INNOVATION

1) ASSISTIVE TECHNOLOGY46 Assistive Technology is an umbrella term that includes assistive, adaptive, and reha- bilitative devices for people with disabilities and also includes the process used in se- lecting, locating, and using them. Assistive technology promotes greater independ- ence by enabling people to perform tasks that they were formerly unable to accom- plish, or had great difficulty accomplishing, by providing enhancements to, or chang- ing methods of interacting with, the technology needed to accomplish such tasks.

Assistive devices are tools, products or types of equipment that help people with disa- bilities perform tasks and activities if they have a disability, injury or are a senior. Assistive devices may help them move around, see, communicate, eat, or get dressed/undressed. An assistive device could be a wheelchair, reacher, or a disability product that allows you to use a computer/mobile phone.

Assistive devices can help people with disabilities improve their quality of life and maintain their sense of independence.

Assistive Devices for People with Disabilities Include:47 1. Mobility impairments • Wheelchairs • Transfer devices • Walkers • Prosthesis

46 http://www.disabled-world.com/assistivedevices/ 47 https://en.wikipedia.org/wiki/Assistive_technology 59

2. Visual impairments • Screen readers • Braille and braille embossers • Desktop video magnifier • Screen magnification software 3. Hearing impairments • Hearing aids • Assistive listening devices • Amplified telephone equipment

Smart solutions are an important part of the Assistive Technology. These solutions make peoples’ life accessible in both settled and unsettled conditions. Here are some of the smart solutions can be used for an accessible life:

SMART SOLUTIONS

• Tub Safety Treads • The Soap Gripper • Bath Safety Step Adaptive Bathing Aids • Hand Held Portable Shower • Bath Lifter • Transfer Bench Shower Curtains

• Covered Spoons, Forks etc. • Bendable Spoons, Forks, etc. • Weighted Spoons, Forks, etc. Adaptive Eating Utensils • Weighted Right and Left Hand Spoons, Forks, etc. • Arm Holders • Eating Utensil Holders

• Adjustable Bath and Shower Seats • Adjustable Transfer Benches • Sliding Transfer Benches Bathroom Bath and Shower Chairs • Rotating Round Shower Stools • Shower Chairs • Padded Shower Chairs

- Bathroom Safety Grab Bars

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SMART SOLUTIONS

• Adjustable Blanket Supports • Beverage Holders • Furniture Risers Bedroom Aids • Guard Rail Pads • Knee Separator or Support Pillows • Leg Lifter and Neck Pillows

- Universal Remotes

- Universal Hand Clips

- Raised Toilet Seats

- Reaching Aids

Tables for over the Bed, Couch or - Chair

2) MOBILE SOLUTIONS48

Mobile handsets can be made accessible to persons with different disabilities by integrating a variety of features in the hardware design and operating sys- tem, and providing specific services as well as by installing third party applications such as screen readers and magnifiers which can help users navi- gate menus and content. Information about accessi- bility enhancing features is often provided by manu- facturers on their websites. Assistive technologies, such as screen readers from a third party, can often provide a better user-experience than the original handset-embedded application or voice synthesizer, although more manufacturers are now embedding high quality applications.

48 https://www.itu.int/en/ITU-D/Digital-Inclusion/Persons-with-Disabilities/Documents/Mak- ing%20Mobile-English.pdf 61

I. Available accessibility features for mobile phones and services

• Hearing – Basic accessibility features and services People who are deaf or hard-of-hearing are deprived of social interaction and unable to communicate by telephone because they cannot hear the caller or automated elec- tronic messages, such as those of a customer care of an airline or banking service. Moreover, they are unable to access vital emergency services like requesting police or medical assistance.

BASIC ACCESIBILITY FEATURES AND SERVICES

HEARING

Messaging options The most crucial function for the hearing impaired and the deaf community is to allow them to contact people in the form of text messages, either SMS, email or MMS.

Visual or vibrating Mobile phones can be set to vibrate or give visual alerts to in- alerts form the user about incoming calls, emails, messages, calendar appointments, and wake up alarms, etc.

Adjustable volume Especially useful for those who are hearing impaired as well as control for enhancing functionality of hearing aids. F E The display of missed or received calls which may have been A Call logs missed by not feeling the vibrator or seeing the lights. T U R Visual or tactile in- Highlighting the buttons pressed on the keypad through either E dicators for the key- lights or vibration, will confirm actions being taken. S pad

Multimedia Messag- This is an especially important feature for deaf users who are il- ing Service literate and rely primarily on communications via pictures or sign language.

Mono Audio This feature transfers both left and right-channel audio content to both ear buds of headphones and makes listening to music and making calls easier for people with hearing loss affecting one ear.

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BASIC ACCESIBILITY FEATURES AND SERVICES

HEARING

Video conferencing This is another feature available on smart phones that has signifi- cantly enhanced the means of communicating for the deaf and hard of hearing. Deaf persons can communicate instantly and more effectively using video chat via sign language instead of relying on texting.

Captioning Many mobile phones support playback of videos and movies with closed captioning, open captioning, and subtitles. While closed captioning refers to the display of transcribed audio to people who specifically request it, open captioning means dis- play of transcribed audio for all.

Relay services Relay services are human operated services for media and mode translation during phone conversations.

S Tailor-made plans Mobile phone plans are now tailored for the deaf so that they pay E for the deaf only for messaging and not for voice calls. In addition to such R “text only” plans, some operators also offer “text and data” plans V without voice as in other bundled options. This allows deaf users I to enjoy special payment plans for mobile data services. C E S Automated cus- Systems need to be implemented to ensure that the deaf and tomer services hard-of- hearing are able to access automated customer services that require users to listen to several automated options and then select a channel of service using the keypad.

• Vision – Basic accessibility features and services Persons who are blind or have low vision are unable to see screens and hence cannot use touchscreen keyboards or access contact lists to call numbers stored in the ad- dress book, send and receive messages or navigate the keypad and menu.

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BASIC ACCESIBILITY FEATURES AND SERVICES

VISION

Tactile markers These markers help orient fingers on the keypad – the raised dot on the number five on telephones and mobile phones helps users to navigate the keypad.

Audible or tactile Confirms that a button is pressed. For example, provides audio feedback alerts and feedback for functions such as when voice mail is re- ceived or phone is turned on.

Adjustable font sizes This feature enables the user to increase font size when required to suit user needs.

Screen readers Used extensively by people with visual impairment to operate computers and mobile phones. While some mobile phones have a built-in screen reader, it is also possible to equip a mobile phone with a third party screen reader.

Voice synthesizer Voice feedback allows users of touch screen handsets to hear the feedback for touch description of the icon under their finger tip. When in voice feed- F screens back mode (such as Voice Over with iOS), touch screens are typ- E ically frozen so that users can explore icons. Special gestures A such as three fingers at a time are necessary to trigger the sliding T of screen pages when in voice feedback mode. U R E Audible cues Noises used to indicate specific services or features, such as: low S battery, caller waiting or ending a call, adjusting volume level, etc.

Adjustable bright- Allows the user to customize the display to meet individual ness / contrast con- needs. Display colours, for example, can be reversed on Black- trols Berry smart phones. Depending on the comfort level of a par- tially sighted user, the foreground and background colours can be changed from light to dark or vice versa. Colours can also be converted to shades of grey.

Changeable size for The size of the displaying area can be changed to suit user needs. main display

Backlit display Backlit display facilitates viewing in poor lighting, indoors and outdoors.

Basic text-to-speech For example, this feature can be useful when checking caller ID functionality and reading text messages.

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BASIC ACCESIBILITY FEATURES AND SERVICES

VISION

Scanner and OCR Provides highly accurate print-to-electronic text conversion. (Optical Character Recognition)

Screen magnifiers Magnifying screens allow users with low vision to enlarge fonts and images. Essential for those with a limited degree of usable vision.

Digital libraries For visually impaired users, one of the most appreciated features of mobile phones is the ability to download eBooks. This enables users with disabilities to read books anywhere, anytime, while S traveling or at home, via a screen reader or by accessing digital E ‘talking’ books. R V GPS enabled path Lack of information to navigate streets is a major barrier to inde- I finding applications pendent mobility for the visually impaired. Mobile phones have C become a source of GPS information through the use of built-in E GPS receivers, and in most cases freely available maps. Infor- S mation displayed on these maps must be accessible with a com- patible screen reader in order to benefit the visually impaired.

• Dexterity – Basic accessibility features Persons who are unable to use their limbs, or flex their arms/fingers easily due to a disability/ impairment will not be able to press or otherwise physically navigate but- tons on a mobile phone.

BASIC ACCESIBILITY FEATURES

DEXTERITY

F Voice recognition Quadriplegics and people with limited dexterity rely heavily on E voice commands for working on computers and cell phones for A placing calls, writing text messages, composing documents, open- T ing and closing applications, making calendar entries and setting U reminders, playing music and videos, and surfing the web. R

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BASIC ACCESIBILITY FEATURES

DEXTERITY

E Auto Text Messaging for users with limited hand movement is possible by S using AutoText that replaces particular text with preloaded texts to reduce the number of keystrokes needed to type the message.

Other Sensitive touch screen phones can benefit users with movements limited to their fingers. For people who may have trouble holding mobile phones steady (such as people with Parkinson’s, nervous disorders, hypothyroidism or elderly people), downloadable appli- cations make it possible to take clear pictures by adding ‘anti- shake’ functionality to standard mobile phone cameras.

Additional useful features for dexterity impaired users include:

• Call answer by pressing any key;

• Enabling the user to lock modifier keys on QWERTY keypad phones to perform with a single keystroke actions requiring multiple keystrokes;

• Voice activated answering with a speakerphone;

• Candy bar design to avoid extra movements that a phone with a folding or sliding design requires; the extra movement of unfolding or sliding open the phone to speak is difficult for persons who have impaired dexterity;

• Flat back on the phone to allow for operation on a table top rather than having to be held;

• Optional accessories such as a Bluetooth headset or keyboard, to make texting and talking easier; wireless headsets aid call management without the need to press nu- merous buttons;

• Ergonomic grips and skid-free casing for improved stability.

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• Cognition – Basic accessibility features People with cognitive disabilities struggle to carry out one or more functions that are performed with ease by an average person. Depending on the type of disability, a per- son may have problems related to memory, analytical skills, attention, reading skills, mathematical or computational comprehension, reading comprehension, and commu- nication.

BASIC ACCESIBILITY FEATURES

COGNITION

Predictive Texting The phone’s text editor predicts words as they type, thus making it easier to compose

Speech recognition This has become highly accurate and most voice dictation appli- cations have the capability of recognizing various accents.

Text-to-speech The ability to convert displayed electronic text into speech re- moves the anxiety associated with reading contact names, caller F ID, messages, emails, instructions / directions, textbooks and E much more. Phones with high-resolution cameras provide the op- A tion of converting printed text into electronic text with a single T click. This text can then be read aloud using text-to-speech appli- U cations, enlarged for a clearer view or even highlighted and heard R simultaneously. E S Built-in calculator Built-in schedule reminders with audio, visual and vibrating and schedule re- alerts help users to remember future events and to perform tasks. minders Synchronizing with desktop-based calendars like Microsoft Out- look and Google Calendar is especially useful.

Larger display For text that allows users more spaces between each word (so that screens and format- each word is highlighted boldly and in bigger font) along with in- ting options creased brightness makes reading easier and more pleasurable.

Some other features that make access easier for persons with cognitive disabilities are:

• Clear and easy to understand instruction manuals; 67

• Menus with simple and prominent icons and navigational ease, providing ‘to-do’ instructions when input is required from the user;

• Providing enough time for people to enter required information;

• Ability to associate photos with telephone numbers;

• Choice between audio, visual or vibrating alerts to let users know when they are re- ceiving a call;

• Highly pictorial visual display to enable ease of use for non-readers;

• Ability to store emergency contact details;

• Provision of audio, visual and /or tactile feedback upon pressing the keypad;

• Pre-recorded voice commands for popular functions;

• Predictive Help menus;

• Keypad shortcuts to make every step quick and efficient.

• Illiteracy – Looking beyond disability Although illiteracy is not classified as a disability, its prevalence among people with disabilities and notably the visual and hearing-impaired communities in developing nations deserves special attention. It is also important to note that a number of fea- tures designed for persons with disabilities may help illiterate persons use a mobile phone with greater ease and understanding, which in turn enhances the business case for service providers and handset manufacturers to include accessibility features.

LOOKING BEYOND DISABILITY

ILLITERACY

An intuitive user interface that is largely understandable based F Intuitive UI on graphical icons facilitates the use of mobile phones. E

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LOOKING BEYOND DISABILITY

ILLITERACY A Audio-based inter- A primarily audio-based interface has to support not only the na- T face tive language of people with limited literacy skills, but also their U local dialect for convenience and ease of use. R E S

Other useful features include:

• Audible or tactile feedback for the keypad;

• Ability to associate photos with telephone numbers;

• Keypad shortcuts;

• Voice recognition.

II. Special services offered by wireless service providers

III. Mobile applications for persons with disabilities and senior users offered by third parties

MOBILE APPLICATIONS FOR PERSONS WITH DISABILITIES AND SENIOR USERS OFFRED BY THIRD PARTIES Mobile applications eco- Developing applications on mobile platform holds many attractions system, application stores to programmers, including the visibility offered by application stores, the comparative ease of developing and deploying an appli- cation and the possibility of earning revenue depending on the busi- ness model offered by the platform.

Stand-alone applications Third-party applications targeted at persons with disabilities and and applications linked to senior citizens include stand-alone applications as well as those services linked to services.

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MOBILE APPLICATIONS FOR PERSONS WITH DISABILITIES AND SENIOR USERS OFFRED BY THIRD PARTIES Home automation and vir- Home automation refers to automation of home, housework or tual remote consoles on household activity. Home automation may include centralized con- mobile phones trol of lighting, HVAC (heating, ventilation and air conditioning), appliances, and other systems, to provide improved convenience, comfort, energy efficiency and security.

Android home automation -

Home automation appli- cations -

Mobile multi-media appli- cations and services -

School and special educa- Although mobile phones are not designed primarily for educational tion applications use, there is growing evidence that they can be harnessed to maxim- ize learning potential. By providing information at a student’s fin- gertips, they promote a more active form of learning, allowing learning to happen at a pace chosen by the learner.

Mainstream services de- livered on mobile plat- - forms

Public and community A number of new mobile applications and services are launched for services for persons with remote care, community services, public services for persons with disabilities and senior us- disabilities or senior citizens by public, non-profit or private organi- ers delivered on mobile zations. platforms

Assistive technologies for The possibility of using assistive applications on smartphones or therapy, cognitive and tablets replacing (much costlier) dedicated devices represents a po- speech impairments tentially important development for all stakeholders. Although some mobile applications (such as AAC applications) currently lack the same level of stability and functionality offered by dedicated solu- tions, their ability to leverage the economies of scale of tablets and smart phones make them a very attractive alternative from an eco- nomic standpoint.

Social media and social - networking

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MOBILE APPLICATIONS FOR PERSONS WITH DISABILITIES AND SENIOR USERS OFFRED BY THIRD PARTIES Service providers and - third-party applications

As you can see the general framework about mobile applications offered by third par- ties above, there are numbers of application examples for persons with disabilities and senior users. Alternative Life Association (AYDER) has created SortyApp which

is one of the latest applications.

SortyApp is a mobile-compatible, map-assisted access guide for disadvantaged people with certain kind of special needs.

It provides free online access information and the features of huge range of places to go in Turkey, such as hotels, restaurants, museums, tourist attractions, governmental institutions and much more (http://www.sortyapp.com https://vimeo.com/196359853). SortyApp access guide can significantly improve a travel experience for disabled trav- elers by providing information about accessible transport and accessible city attractions etc.

It is a kind of guide, which provides both private and public buildings / areas addresses and contact details together with access icons. The guide describes the venue through 71 photographs of the features covered. Another aim of the application is to encourage each and every business to invest in barrier free facilities and thus removing the obsta- cles in front of the disadvantaged people. It is the first of its kind, which provides in- clusive solutions for everyone in the community to communicate, connect, and collab- orate.

Although the project has started locally in Turkey, the plan is to expand its usability globally, given the fact that there are no examples in the world. In line with this, we are communicating with our global partners in order to make this app active in all around the world. Another potential of this product is to increase the awareness of the community to the subject of "How to approach disability". In case needed, these so called accessible location's staff are required to undergo an induction training session that informs them on basic access awareness, encouraging the use of the social model of disability.

TRAINING

1) STAFF TRAINING * Simple and appropriate assistance should be offered to guests with disabilities at every opportunity. * Should be aware of the hotel’s facilities and services for guests with disabilities, should be offered to guests where appropriate. * Should be sure guests with disabilities receive personalized service same with the other guests. * The guests with disabilities should take appropriate and personalized service in an emergency.

2) ECO SYSTEM TRAINING

“With Business Ecosystem Training, companies like mine now have a suite of well- developed tools to carefully manage ecosystem risks and opportunities, minimize eco- system impact, and future proof their business.” Kristian Paul, Scientist

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• All outsourced labor should go through the same training as regular employees do. i.e Waiters, health club staff, housekeeping staff, stewards and so on. • Taxicabs and transport services are as well included in the ecosystem of the hotel and they need to follow special procedures and go through specific trainings.

“What Business Ecosystem Training has given me is a language to communicate to colleagues outside of the sustainability arena in a simple way, showing that there are opportunities and risks with every business decision that is tied to potential impacts to ecosystems.” David Shen, Carbon Management Advisor

3) CUSTOMER AWERENESS The hotel employees are not supposed to invite the guests in a training room and educate them about how to behave towards people with disabilities. Therefore the hotel employees must use various communication tools to increase disability awareness among the guests.

A) Before Arrival: Hotel Website  Including facilities for people with disabilities and all.  Necessary information on the site. (Rooms, restaurants, meeting rooms, recreational areas etc.)  Briefing physical barriers within the hotel and its environment.  Disability-Inclusive creation of campaigns, offers and discounts on the website.

In this way the hotels can increase the disability awareness before guest arrival by simply creating a disable friendly image as well.

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B) After Arrival: Correct Use of Signals & Panel  Informing the guest within the hotel about facilities for people with disabilities through signals and notice boards.  Encouraging them to not use the disabled facilities where necessary. (Toilet, parking lot etc.)  Creating disabled inclusive events & recreations (i.e. disabled friendly yoga classes)  Creation of behavioral guide for guest towards people with disability and including in rooms as brochures.

DISABILITY ETIQUETTE

1) SIGHT

Complete sight disability, can be a birth defect or may arise in later years. The people who have not lost sight ability completely or who have limited sight ability are con- sidered as sight disable as they can’t move comfortably or have difficulties to per- form their works. • When meeting, identify yourself and others with you. • When talking in a group, address people by name. • If you know the guest’s name, address the person by their name so that they realize they are being spoken to. • Offer assistance, if it appears necessary but pay attention to the guest’s response – take your cues from him or her. • Be specific with verbal directions to places, and avoid comments like, “Over there….” Direct the person who has a vision impairment to their left or right, not yours. • Walk alongside and slightly ahead of the guest, don’t hold onto the guest’s arm, and allow them to take your arm if they need assistance. • When seating a guest with a vision impairment put their hand on the back of their chair and they will then be able to seat themselves.

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• Don’t leave a guest with a vision impairment in an open area or leave without saying. When you leave, lead the guest to a landmark, e.g. a reception desk, so they will then feel more secure and oriented to the surrounding environment.

• Use words such as “look” and “see” - they are part of everyone’s vocabulary. Otherwise both you and the guest with a vision impairment will feel awkward.

2) HEARING

Hearing Loss can be associated with a problem in the middle ear or external ear, a problem at any level of cochlea, any damage to the neural pathway to brain and various combinations of them.

• In order to attract the attention of a hearing-impaired guest, you can motion or gently touch his/her arm. • While having a conversation, face the guest and speak in a normal tone of voice. • Since many hearing-impaired people are able to lip read, do not make movements that will preclude clarity of your speech such as covering your mouth with your hand or chewing gum. • Instead of trying to make guesses, ask the guest the best method with which they can communicate. • The methods are: • Understanding one another via sign language. • Understanding one another with paintings or drawings. • If you think that you are not understood, be flexible and express yourself by choosing a different word, using your body language or writing. • Give a little time to the hearing-impaired guest to think and understand what you have just said. • Speak directly to the hearing impaired guest's face instead of the interpreter who translates via sign language.

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• If you did not understand what they wished to convey, do not act as if you have understood.

3) INTELLECTUAL49

Intellectual Disability (ID) or Mental Retardation (MR) is being at a subnormal level in terms of mental functions. The most common conditions are Autism, Asperger Syndrome, Atypical Autism, Rett Syndrome.

• Speak slowly and leave pauses for the guest to process your words. • Speak in clear, short sentences and use simple words. • Avoid long, complex sentences, technical words or jargon. • It is crucial to summarize the ideas frequently, to simplify verbal statements. • To identify the guest's level and determine the expectations based on the guest's competencies. • Not to press guest to act quickly, besides to help them to direct their attention. • To be patient.

49 © 2014 Centre for Developmental Disability Health Victoria, http://www.cddh.monash.org/as- sets/documents/working-with-people-with-intellectual-disabilities-in-health-care.pdf 76

4) PHYSICAL

A physical disability is any impairment which limits the physical function of one or more limbs or fine or gross motor ability. Shortly; people with inefficiency or inability of skeletal system, muscle weakness or bone disease. If a guest is using a wheelchair, where possible, be seated or kneel so the person doesn’t have to look up. Communicate at eye level with the person. Speak directly to the guest and not with someone who may be assisting them. Never patronize people who use wheelchairs by patting them on the head or shoulder. Push the guest in the wheelchair only when asked. Don’t take control without asking. Never hang onto or lean on a guest’s wheelchair or tray – the chair is part of one’s personal body space and ’hanging’ on it can be very annoying and offensive.

5) OTHERS

A chronic disease is a permanent and recurrent disease which affects a person for three months or longer. • Hereditary factors • Malnutrition • Adverse living conditions • Tobacco use • Other harmful substances

Some of the chronic diseases are; Diabetes, Asthma, Epilepsy, Obesity, Tuberculosis, Crohn’s disease, COPD, Chronic hepatitis, Celiac disease.

Chronic diseases are often non-contagious. And can be controlled with appropriate treatment.

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DOWNLOADS AND OTHER LINKS

DOWNLOADS & OTHER LINKS

Recommendations on http://cf.cdn.unwto.org/sites/all/files/docpdf/accesibil- Accessible Tourism ityenok.pdf

An Opportunity within http://ethics.unwto.org/publication/accessible-tourism- Our Reach all-opportunity-within-our-reach

UNWTO Manual on Accessible http://ethics.unwto.org/publication/manual-accessible- Tourism for All tourism-all-public-private-partnerships-and-good-prac- tices

Recommendations on http://ethics.unwto.org/publication/unwto-recommenda- Accessible Information tions-accessible-information-tourism in Tourism

Disabilities http://www.who.int/topics/disabilities/en/

WHO Medical Tourism http://www.who.int/global_health_histories/semi- nars/kelley_presentation_medical_tourism.pdf

Services and Facilities http://www.accessibletourism.org/resources/enat_study- 2_services_and_facilities_en.pdf

ENAT The Underestimated http://www.accessibletourism.org/resources/enat-the-un- Market Potential of derestimated-market.pdf Barrier-Free Tourism

Convention on the http://www.un.org/disabilities/convention/convention- Rights of Persons with full.shtml Disabilities

Barrier-Free Tourism http://www.etcaats.eu/resources/barrier-free-tourism- for People with Disa- for-people-with-disabilities-in-the-escap-re- bilities in the Escap gion.pdf?i=etcaats UN Region

Barrier-Free Tourism http://www.addc.org.au/documents/resources/barrier- for People with Disa- free-tourism-for-people-with-disabilities-in-the-asian- bilities in the Asian and-pacific-region_1062.pdf and Pacific Region

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DOWNLOADS & OTHER LINKS

Facts & Figures about http://www.unep.org/resourceefficiency/Business/Sec- Tourism toralActivities/Tourism/FactsandFiguresaboutTour- UNEP ism/tabid/78771/Default.aspx

Design for All in Tour- http://www.eca.lu/index.php/documents/eucan-docu- ist Destinations (Desti- ments/45-destinations-for-all-eca-2017/file nations for All) ECA European Concept for http://www.eca.lu/index.php/documents/eucan-docu- Accessibility ments/14-1996-european-concept-for-accessibility- 1996/file

http://www.accessibletourism.org/resources/tourism_re- view_ethical_april_2008.pdf

http://www.accessibletourism.org/resources/3_ac- cess_air_travel_code_en.pdf

http://www.accessibletourism.org/resources/2015-04- 02-eu-supply-study-final_report.pdf

http://www.accessibletourism.org/resources/eu-supply- annex-7-accessibility-information-schemes-and-glos- sary.pdf

http://www.healthtourismpolicyandstrategy.com/Policy- and-Strategy-Papers/A-Health-Tourism-Primer-for-In- telligent-Dummies.pdf OTHER LINKS

https://www.ada.gov/business.htm

https://www.ada.gov/accesscust.pdf

http://www.disabled-world.com/travel/

http://www.disabled-world.com/assistivedevices/

https://www.statista.com/markets/420/travel-tourism- hospitality/

http://www.invest.gov.tr/en-US/sectors/Pages/Well- nessAndTourism.aspx

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DOWNLOADS & OTHER LINKS

http://www.tursab.org.tr/en/accessible-tourism/tursab- committee-of-accessible-tourism-for-all_1085.html

http://www.tradefairdates.com/Trade-Fairs-and-Confer- ences-for-Disabled-Citizens-Y45-S2.html

https://app.msf.gov.sg/Press-Room/Dedicated- Transport-Services-for-Persons-with-Disabilities

http://www.centenary.edu/emergency/disabled

http://www.goturkeytourism.com/events-festi- vals/events-and-festivals-in-turkey.html

http://www.unitedtravel.com.tr/?page_id=21&lan- guage=en

http://www.accessibleturkey.org/#!activities/c1pe0

http://www.wheelchairtraveling.com/travel-in-a-wheel- chair-around-istanbul-access-to-accessibility/

https://en.wikipedia.org/wiki/Assistive_technology

http://www.cddh.monash.org/assets/documents/work- ing-with-people-with-intellectual-disabilities-in-health- care.pdf

http://www.specialolympics.org/uploadedFiles/Re- gions/europe-eurasia/_Region_Front/TenCommand- ments_2012.pdf

http://universitypublica- tions.net/ijbms/0202/pdf/M3K91.pdf

www.publications.parlia- ment.uk/pa/cm201314/cmselect/cmtran/116/116.pdf

https://www.gov.uk/government/uploads/system/up- loads/attachment_data/file/422202/9446_Means_of_Es- cape_v2_.pdf

www.bouldermountainfire.org/files/evacuation- guide.pdf

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DOWNLOADS & OTHER LINKS

www.icao.int/Security/FAL/Documents/4-PNR- GOV_XML-Implementation-Guide-13-1version-NEW- FOURTH.pdf

d3n8a8pro7vhmx.cloudfront.net/appgonsocialtour- ism/pages/29/attachments/original/111031GivingBrit- ainaBreak.pdf?1320318284

https://www.oecd.org/els/health-systems/48723982.pdf

www.dpiap.org/resources/pdf/re- port_pro_icat_2011_malaysia_12_05_29.pdf

pages.eiu.com/rs/eiu2/images/Travel- ling_for_health_Executive_summary.pdf

LAST WORD

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