Are you turning away business because your website isn’t accessible?
Many travel businesses are doing what they can to accommodate disabled people at their destination, and every carrier is geared up for disabled travellers.
But many potential customers struggle to research and book their travel online.
Join Tnooz and AbilityNet for our FREE TLearn webinar and explore the results of a recent and comprehensive test, the size and shape of the marketplace and lessons to be learned by everyone in the travel sector.
Panelists for the webinar are:
Robin Christopherson, head of digital inclusion, AbilityNet
Kevin May, editor and moderator, Tnooz
Gene Quinn, CEO and producer, Tnooz
This webinar took place on Thursday 7 August 2014
4. Webinar archive at www.abilitynet.org.uk/webinars
Digital Accessibility and
the Travel Industry
Tnooz Webinar
7 August 2014
5. Webinar archive at www.abilitynet.org.uk/webinars
Welcome
Robin Christopherson, AbilityNet
6. Webinar archive at www.abilitynet.org.uk/webinars
Review of the accessibility of 12 major
travel and tourism websites undertaken
in May and June 2014
• The business case
• Methodology
• Key findings
• Q+A
Please use the questions box to ask
questions at any stage
State of the e-Nation
AbilityNet State of the eNation Accessibility Reports
Getting away this summer a
challenge for the disabled
Travel and tourism websites, July 2014
This report looks at how easy it is for disabled people to book flights and holidays
using the websites of 12 leading companies . Our review found that most travel
and airline websites are difficult and frustrating for disabled people to use . As
well as struggling to book their trip users also find it challenging to choose
accessible destinations with confidence.
Report prepared by Robin Christopherson, H ead of Digital Inclusion
Sites tested by the AbilityNet Accessibility Team, May and June 2014
Tel: 01926 312847
Email: sales@abilitynet.org.uk
Web: www.abilitynet.org.uk/enation
7. Webinar archive at www.abilitynet.org.uk/webinars
• From design through to UAT
• Accessibility Testing
• User Testing
• Desktop, Mobile and Tablet
• Accessibility Accreditation
• Service Agreements
• My Computer My Way
AbilityNet
8. Webinar archive at www.abilitynet.org.uk/webinars
Travel and Tourism and Accessibility
The marketplace
• Billion dollar global business
• Disability awareness rising
• Resorts and carriers becoming accessible
• Digital is first step in many journeys yet not so good
This webinar:
• An opportunity to learn and improve – not name and shame
9. Webinar archive at www.abilitynet.org.uk/webinars
The Business Case for Accessibility
A huge marketplace
• At least 1.1 billion people globally have a disability
• Controlling over $4 trillion annually
• A market the size of China
10. Webinar archive at www.abilitynet.org.uk/webinars
Changes in consumer behaviour
Changing expectations
• Paralympics
• Mobile/tablet
• Usability expectations
• Personalisation
11. Webinar archive at www.abilitynet.org.uk/webinars
Legal risks: Don’t think it doesn’t happen
Equality Act - UK
ADA/Section 508 - US
• Sale of Goods
• Recruitment
• Employment
12. Webinar archive at www.abilitynet.org.uk/webinars
Key findings: An opportunity missed
Only one site approaches technical compliance
Every site has usability problems
None exemplifies good practice
13. Webinar archive at www.abilitynet.org.uk/webinars
The Results: Airlines
Red – many issues identified - immediate action required.
Amber – some issues identified - attention needed.
Green – few or no immediate issues identified.
14. Webinar archive at www.abilitynet.org.uk/webinars
The Results: Travel companies
Red – many issues identified - immediate action required.
Amber – some issues identified - attention needed.
Green – few or no immediate issues identified.
15. Webinar archive at www.abilitynet.org.uk/webinars
Methodology
• Test for technical compliance (WCAG2.0 AA)
• Test for ‘real-life’ accessibility using disabled users
• Consultant review of accessibility help info
16. Webinar archive at www.abilitynet.org.uk/webinars
Technical Compliance
• Tested using Compliance Sheriff
• Covers home page and all linked pages
• Results reviewed by a consultant
• Score evaluated as red, amber or green
17. Webinar archive at www.abilitynet.org.uk/webinars
User Testing
Tested 2 core user journeys
Testers include:
• Dyslexia – 6m of the population – of which 4m severely so
• Sight loss – 2 million in UK
• Hearing Loss – 10 million in UK
• British Sign Language user – approximately 50,000 users
• Able-bodied ‘control’ users
18. Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Saga
19. Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Saga
A user with dexterity issues who uses the keyboard instead of a mouse
to access the internet
“I could not see what link was active so it was impossible
to tab around the page to make any choices.
“Making active links visible (i.e. show where the mouse is)
is essential to navigate the page in any way.”
20. Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Monarch
21. Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Monarch
A user with poor vision said:
“When booking flights and choosing dates the calendar
appeared very small making it hard to read.
“The layout wasn’t clear and there was too much going
on.”
“The colour contrast (grey on white) was very difficult to
read and certain headings were very small.”
22. Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Club Med
23. Webinar archive at www.abilitynet.org.uk/webinars
What the users said: Club Med
A blind person:
“When I was at school, Turkey was in Asia, but I see no
mention of it here.”
“I’m invited to search for a resort on a map, which is
useless to me as a blind person … this company would
not get business from me.”
24. Webinar archive at www.abilitynet.org.uk/webinars
Accessibility Help
• Looking for best practice
• Using our experience as expert witnesses
• The quality of the Accessibility Help Page is a useful indicator
• Plus, we look for additional accessibility that disabled users are
catered, e.g. BrowseAloud or My Computer My Way
25. Webinar archive at www.abilitynet.org.uk/webinars
British Airways: Accessibility and Site Help
www.britishairways.com/en-gb/information/accessibility-site-help
26. Webinar archive at www.abilitynet.org.uk/webinars
Conclusions: An Opportunity Missed
Don’t be surprised
• This is a typical set of results
• They raise legal, marketing and governance issues
• Almost every issue could be addressed quickly and easily
Some easy wins and an opportunity for competitive advantage
• Better designed pages and forms
• Better user experience for all users
• Reach more customers
27. Webinar archive at www.abilitynet.org.uk/webinars
E-Nation report
All the results including user comments
www.abilitynet.org.uk/enation-travel-july-2014
Airline and Travel Sector Reports
Available on request from
sales@abilitynet.org.uk
Get the reports
AbilityNet State of the eNation Accessibility Reports
Getting away this summer a
challenge for the disabled
Travel and tourism websites, July 2014
This report looks at how easy it is for disabled people to book flights and holidays
using the websites of 12 leading companies . Our review found that most travel
and airline websites are difficult and frustrating for disabled people to use . As
well as struggling to book their trip users also find it challenging to choose
accessible destinations with confidence.
Report prepared by Robin Christopherson, H ead of Digital Inclusion
Sites tested by the AbilityNet Accessibility Team, May and June 2014
Tel: 01926 312847
Email: sales@abilitynet.org.uk
Web: www.abilitynet.org.uk/enation
28. Webinar archive at www.abilitynet.org.uk/webinars
Contact Us
Talk to us about our Accessibility Services
www.abilitynet.org.uk/accessibility-services
sales@abilitynet.org.uk +44 1926 465 247
robin.christopherson@abilitynet.org.uk @abilitynet
More free webinars from AbilityNet: www.abilitynet.org.uk/webinars
Next AbilityNet webinar:
The Business Case for Accessibility, September 2014
29. Thank you!
Send your questions and comments to
kevin@tnooz.com
Replay and presentation of webinar will be available on
www.tnooz.com
Editor's Notes
Robin pic
We work with some of the biggest names in global business, delivering world class services.
They use us because they are clear about the business case
British Airways
Technical compliance = amber
User testing = amber
Accessibility help = green
EasyJet
Technical compliance = amber
User testing = amber
Accessibility help = red
Monarch
Technical compliance = red?
User testing = amber
Accessibility help = red
Quantas
Technical compliance = amber
User testing = amber
Accessibility help = amber
Ryan Air
Technical compliance = red
User testing = amber
Accessibility help = red
Virgin Atlantic
Technical compliance = amber
User testing = amber
Accessibility help = amber
Carnival
Technical Compliance: Red
User testing: Amber
Accessibility Help: Red
Club Med
Technical Compliance: Green
User testing: Amber
Accessibility Help: Red
First Choice
Technical Compliance: Red
User testing: Amber
Accessibility Help: Green
Saga
Technical Compliance: Red
User testing: Amber
Accessibility Help: Red
Sta Travel
Technical compliance: Red
User testing: Amber
Accessibility Help: Red
Thomas Cook
Technical Compliance: Red
User testing: Amber
Accessibility Help: Green