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The Travel Behavior of Brazlians with Disabilities: A National Study Done in 2013


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The English translation of "Estudo do Perfil de Turistas – Pessoas com Deficiência" by Scott Rains,

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The Travel Behavior of Brazlians with Disabilities: A National Study Done in 2013

  1. 1. Brazilian Study of the Profile of Tourists with Disabilities Table of Contents 1. Presentation --------------------------------------------------------------------------------------- 1 (6) [ 2. ] Background ----------------------------------------------------------------------------------- 2 (7) 3. Our Goals ... -------------------------------------------------------------------------------------- 3 (9) 4. Methodological Information ------------------------------------------------------------------- 4 (11) 4.1 Who We Researched -------------------------------------------------------------- 4 (11) 4.2 Methodology, Tools and Sample ---------------------------------------------- 5 (11) 4.3 Selection of Respondents --------------------------------------------------------- 6 (13) 4.4 Training of Researchers ----------------------------------------------------------- 6 (13) 4.5 Method of Analysis ---------------------------------------------------------------- 7 (14) 5. Consumer Behavior and Leisure --------------------------------------------------------------- 7 (17) 5.1 Professional Activities ------------------------------------------------------------- 7 (17) 5.2 Everyday Leisure Habits ---------------------------------------------------------- 9 (18) 5.3 Media Habits ------------------------------------------------------------------------ 9 (20) 5.4 Motivations for Travel ------------------------------------------------------------ 10 (21) 6. Planning and Implementation of Tourism Travel -------------------------------------------- 11 (23) 6.1 Does Planning Take Place ? ------------------------------------------------------ 11 (23) 6.2 Sources of Travel Information --------------------------------------------------- 13 (25) 6.3 Destination Selection ------------------------------------------------------------- 14 (26) 6.4 Frequency of Travel -------------------------------------------------------------- 16 (29) [6.4.1 ] Quick Travel: 2 to 4 Days-------------------------------------- 16 (29) [6.4.2 ] Average Travel: 1 Week --------------------------------------- 16 (29) [6.4.3 ] Long Travel: 15 to 21 Days ----------------------------------- 16 (29) [ Section 6.5 not present in original ] 6.6 Activities Practiced --------------------------------------------------------------- 17 (30) [ 6.6.1 ] Tranquil, Hesitant Travelers ---------------------------------- 17 (30) [ 6.6.2 ] Curious Travelers ---------------------------------------------- 17 (30) [ 6.6.3 ] History and Culture Travelers ------------------------------- 17 (30) [ 6.6.4 ] Daring and Courageous Travelers --------------------------- 17 (30) 7. Tourism Experiences in Brazil ----------------------------------------------------------------- 18 (32) 7.1 Trips Made in the Last Year ----------------------------------------------------- 18 (32) 7.2 Experiences and Expectations --------------------------------------------------- 19 (33) [ 7.2.1 ] Transportation--------------------------------------------------- 19 (33) [ 7.2.2 ] Accommodation ------------------------------------------------ 20 (35) [ 7.2.3 ] Infrastructure ---------------------------------------------------- 21 (36) [ 7.2.4 ] Tourist Attractions, Entertainment and Culture ------------ 22 (37) [ 7.2.5 ] Tour Operators -------------------------------------------------- 23 (39) [ 7.2.6 ] Local Commerce ---------------------------- ------------------- 24 (40) [ 7.2.7 ] Safety ------------------------------------------------------------- 25 (41) 7.3 Travel Agents and Agency Staff ------------------------------------------------ 26 (42) 7.4 Cities That Offered Better Accessibility -------------------------------------- 27 (44) 7.5 Acts of Prejudice and Reactions to Them ------------------------------------- 28 (45) 8. Future Travel Plans ----------------------------------------------------------------- 29 (47) 8.1 Where Would You Like to Go? -------------------------------------------------- 29 (47) 8.2 Availability of Information on These Sites ------------------------------------- 30 (48) 8.3 Barriers and Obstacles to Undertaking the Desired Trip ---------------------- 31 (49) [ Section 9 not present in original ] 10. Conclusions and General Notes ---------------------------------------------------------------- 32 (53) 10.1 Consumption Behavior and Leisure -------------------------------------------- 32 (53) 10.2 Planning and Conducting Travel ------------------------------------------------ 33 (54) 10.3 Experiences in the Brazilian Tourism ------------------------------------------- 34 (56) [ 10.3.1 ] Public Transportation ------------------------------------------ 35 (57) [ 10.3.2 ] Intercity and Interstate Transportation ---------------------- 35 (57) [ 10.3.3 ] Accommodation, Infrastructure, Local Commerce and Sightseeing ( landscapes, museums, theaters ) ----------------------- 35 (57) [ 10.3.4 ] Tour Operators, Staff and Travel Agencies ---------------- 36 (58) [ 10.3.5 ] Safety of Places Visited --------------------------------------- 36 (58) [ 10.3.6 ] Cities with Greater Accessibility ---------------------------- 36 (58) [ 10.3.7 ] Prejudice -------------------------------------------------------- 36 (59) 10.4 Nearby Destinations and Expectations ------------------------------------------ 37 (59) [ Section 10.5 not present in original ] 10.6 Requests and suggestions ---------------------------------------------------------- 38 (61) 11. References ------------------------------------------------------------------------------------------- 41 (64) * Page numbers provided in parentheses ( ) indicate the location of the corresponding text in the original Portuguese version. Full document available here: 0
  2. 2. English Translation ver. 1-23-2014 Brazilian Study of the Profile of Tourists with Disabilities Technical Document - 2013 Original title: Estudo do Perfil de Turistas – Pessoas com Deficiência Documento Técnico – 2013 Translation by Scott Rains, Study of the Profile of Tourists with Disabilities 1. Presentation Preliminary data from the last (2010) census of the Brazilian Institute of Geography and Statistics (Instituto Brasileiro de Geografia e Estatística; IBGE) shows that a large portion of the population has some type of disability. 23.9 % of the Brazilian population or 45,623,910 (forty five million, six hundred and twenty-three thousand, nine hundred and ten) persons have least one of the following deficiencies investigated in varying degrees of severity:     visual impairment hearing impairment motor disability mental/intellectual disabilities The Convention on the Rights of Persons with Disabilities was adopted in Brazil through Legislative Decree No.186/2008 and Decree No. 6.949/2009. It has the legal equivalence of a constitutional amendment. In Article 30 the Convention addresses cultural life, recreational activities, entertainment and sports and requires States parties to take all appropriate measures to assure that people with disabilities have access, in terms of equal opportunities, to locations providing a service or cultural events, such as theaters, museums, cinemas, libraries and tourism services, and, as far as possible have access to monuments and sites of national cultural importance. With this in mind, and taking into account the policy pursued by the Federal Government 1
  3. 3. to promote the rights of persons with disabilities, the Ministry of Tourism, considering tourism as a sustainable economic activity with an important role in generating employment and foreign exchange and providing social inclusion seeks to promote accessible tourism opening the possibility and condition for people with disabilities or reduced mobility to access and use safely and autonomously buildings, equipment and services of tourist interest, and to have access to adequate information about them. Thus, for the development of an effective policy in the area of accessible and inclusive tourism, knowledge of the profile of tourists (both current and potential) with disabilities becomes critical. Based their perceptions of the tourism infrastructure of cities, of the obstacles that hinder or even prevent their travel, of the needs and expectations experienced, it will be possible to verify the current status of tourism activity in the realm of accessibility as well as to contribute to sensitization and awareness of public and private managers on inclusion of this market. There is still a dearth of data on the demand profile of people with disabilities and their consumer behavior as tourists that allows for reliable presentation of current consumer demand for tourism in this segment, as well as potential demand in the medium and long term. This white paper therefore presents the results of the research Study of the Profile of Tourists with Disabilities, conducted by CP2 Research, during the months of May and June 2013. The document is structured in three parts as follows. Initially, research methodology will be discussed. Next will be a qualitative analysis of the behavior, habits of consumption, perceptions and expectations of tourists with disabilities. Finally, conclusions regarding the results of the research as well as references used for the construction of research tools and subsequent data analysis will be presented. What follows is the presentation of the scope of the study, its methodology, main findings and notes, which were organized according to each of the specific objectives present in the project announcement. [ 2. ] Background The Multiyear Plan 2012-2015 - Greater Brazil Plan (Plano Plurianual 2012-2015 – Plano Mais Brasil; PPA) was structured considering innovative public policies that combined economic growth with reduction in social and regional inequalities. Among the thematic programs of the PPA involving the social area is the program "Promotion of the Rights of Persons with Disabilities" (Promoção dos Direitos de Pessoas com Deficiência), which demonstrates the Federal Government's commitment to the promotion, protection and defense of rights of people with disabilities. The Program aims to implement actions aimed at ensuring rights, such as accessibility and equality of opportunities between people with and without disabilities, as well as 2
  4. 4. strengthening institutional relationships, the promotion of research and the systematization of the dissemination of information. It is noteworthy that travel and full access to tourist activities, services and facilities is a right enshrined in Article 9 and Article 30 of UN Convention on the Rights of Persons with Disabilities adopted in Brazil by constitutional amendment as equivalent to a constitutional amendment. Furthermore, to make the facilities and tourist services more accessible to people with disabilities can represent a great opportunity to attract a greater number of users/consumers to the tourism sector. Aware of such a scenario, taking into account the policy pursued by the Federal Government to promote the rights of persons with disabilities, the Ministry of Tourism launched the Accessible Tourism Program, in partnership with the Human Rights Secretariat of the President of the Republic and EMBRATUR (Brazilian Tourist Board or Brazilian Tourist Institute) considering tourism as a sustainable economic activity with an important role in employment generation, foreign exchange and social inclusion. The program constitutes then the accessibility policy of the Ministry of Tourism and proposes a set of actions to promote safe and autonomous social inclusion and access for persons with disabilities or reduced mobility to activity tourist. Thus, as an outcome of the Accessible Tourism Program, this study contributes to the planning and implementation of plans and projects dealing with accessibility and the awareness of public and private managers regarding the true needs of the persons with disabilities and their consequent inclusion in the tourist activity in the country. 3. Our Goals Our goal is to identify the characteristics, consumer behavior and needs of tourists with disabilities - (current and potential), knowing their perceptions in relation to infrastructure and service delivery in cities, the barriers and obstacles to the realization of travel, their expectations and their reports of positive and negative experiences. From this information, what is proposed is to disseminate this knowledge to the supply chain of tourism as a way to raise awareness among public and private managers to adapt the services offered, considering the needs of people with disabilities, and to adopt measures for compliance with the Convention on the Rights of Persons with Disabilities regarding the participation of this population in cultural life, recreation, leisure and sporting activities. The proposal undertakes therefore to build and format a tool for verifying the current status of the accessibility of tourism activity and contribute to the planning and development of public policies, plans and projects related to accessibility and human rights. The present study was driven by the following objectives: 3
  5. 5.     Establish the demand for accessible tourism with a focus on persons with disabilities. Evaluate the tendencies of persons with disabilities to travel. Map out the principle factors present in the leisure travel decision-making as well as the in the overall tourist experience. Identify, in a segmented manner (type of disability) the principle needs related to accessibility of facilities, equipment, services and communication. Knowing the profile and perceptions of actual and potential tourists with disabilities it is possible to reason to…   What is the current status of tourism accessibility? What public policies, plans and projects regarding accessibility and human rights can be developed? The variables analyzed were:            How is the trip planning done? What sources of information are used for this? How often and how regularly is leisure travel carried out? What is the duration of travel, on average? Do they usually travel with companions? With whom? Do they find challenges while traveling? If yes, what are these challenges? What are the difficulties and barriers encountered? Do they hire travel service professionals? Do they use lodging, entertainment and transportation? What are the levels of satisfaction with the tourist experience? What type of vacation/travel, what are the tendencies, what is frequency and destination of travel undertaken and desired by these target groups? 4. METHODOLOGICAL INFORMATION 4.1 Who we Researched Two distinct groups of people with disabilities were surveyed - so-called “real” (actual; current) tourists and “potential” tourists currently residing in the cities of Belo Horizonte, São Paulo, Porto Alegre, Rio de Janeiro and Curitiba. The “real” tourists are those who have traveled to some Brazilian leisure tourism destination in the last 12 months. “Potential” tourists are those who have not traveled in the last year but who intend to travel for pleasure for any tourist destination in the next 12 months. 4.2 Methodology, Tools and Sample 4
  6. 6. This research employs a qualitative research technique, using as instruments to collect primary data both Focus Groups and In-Depth Interviews. Scripts were designed for both methodologies in order to guide the discussion and allow deepening of the subject. A Group Discussion is a natural and semi-structured interview guided by a trained facilitator with a script along with a small group of respondents (the number ranging from 8 to12 people.) An In-Depth Interview is a semi-structured direct, personal interview guided by a script, wherein a single respondent is tested by a highly trained interviewer to discover motivations, beliefs, attitudes and feelings underlying theme study. Data were collected between May 13 and 20 2013. Five Focus Groups were conducted in the cities of Belo Horizonte, São Paulo, Porto Alegre, Rio de Janeiro and Curitiba with “real” tourists with disabilities, i.e., those who traveled for pleasure to a Brazilian tourist destination in the last 12 months. The Focus Groups were distributed as follows: Table 1: Order Group 1 Group 2 Group 3 Group 4 Group 5 City Belo Horizonte São Paulo Porto Alegre Rio de Janeiro Curitiba Group Profile Current Travelers with Disabilities (Motor, Auditory, Visual, Intellectual) In addition, 20 In-Depth Interviews (Entrevistas em Profundidade; EP’s) were conducted with tourists classified as potential travelers with disabilities, i.e. those who had not traveled in the last year but plan to travel to a Brazilian leisure tourism destination in the next 12 months. Four In-Depth Interviews were carried out in each of the regions covered by the study resulting in the following profiles of respondents: Table 2: 1 Potential Tourist with a Motor Disability 1 Potential Tourist with a Auditory Disability 1 Potential Tourist with a Visual Disability 1 Potential Tourist with an Intellectual Disability The dates of the Focus Groups and In-Depth Interviews by region are: Table 3: City Belo Horizonte Focus Group 5/9/2013 In-Depth Interview 5/9-10/2013 5
  7. 7. São Paulo Porto Alegre Rio de Janeiro Curitiba 5/14/2013 5/14/2013 5/16/2013 5/16/2013 5/13-14/2013 5/13-14/2013 5/16-17/2013 5/16-17/2013 4.3 Selection of respondents To select the participants of both Focus Groups and the In-Depth Interviews as well as seeking an agile workforce and following an established trend in research institutes of Brazil, in the case of Porto Alegre and Curitiba local recruiters we hired. In other cities, Belo Horizonte, Rio de Janeiro and São Paulo, the recruitment of participants was conducted by telephone. This differentiation between recruiters in the cities surveyed was because, initially, institutions were contacted in each city and these institutions in turn passed along the names of possible people with disabilities to be interviewed - among these institutions include APAE 's (Association of Parents and Friends of Exceptional Children) Regional, Associations, Councils, among others (as can be seen in tables 2 to 6, below, on page 8). The initial plan was that these institutions would send a list of people interested in participation and could possibly contribute to the research, i.e., the institution would be the bridge between the company and the research participant with disabilities. Each recruiter was responsible for recruiting the Focus Groups and In-Depth interviewees of a city. So in total five recruiters were hired (three that performed the work via telephone, at the headquarters of CP2, in Belo Horizonte - Porto Alegre and Curitiba, as was explained and two others that operated in their respective cities.) 4.4 Training of researchers All professionals hired to perform this study underwent training taught by the Research Coordinator and the Field Coordinator of CP2 before the start of data collection. This training was aimed at general training on the standards adopted and also specific training in research in the area in order to enable them to perform their respective functions in the field (as recruiters, interviewers, moderators and analysts) As each of the selected professionals were in a different locality training occurred individually on April 25 and 26 via Skype. The basic topics covered in this training were:    The Code of research ethics, in accordance with the standards of ABEP Brazilian Association of Research Companies (Associação Brasileira de Empresas de Pesquisa) and the International Code of ICC/ESOMAR – the European Society for Opinion and Marketing Research General and specific objectives related to research Profile of the participant demographic of the project Specifically with recruiters the following topics were discussed: 6
  8. 8.   Posture expected in the selection and user invitation to participate the Focus Groups Reading and understanding the Recruiting Sheet and Invitation Letter For moderators and interviewers the following topics were covered:     The approach expected in conducting Focus Groups and In-Depth Interviews Role-play reading and understanding of the scripts for Focus Groups and InDepth Interviews Explanation and discussion of the possibilities allowed by the script Methods to be used to record the Focus Groups and In-Depth Interviews 4.5 Method of Analysis Analysis was performed using the inductive method, i.e., break down specific cases to reach general conclusions. That is to say that the discourse produced by each region and every segment (translator’s note: “disability type”) researched was analyzed separately in the light of each variable investigated. With this strategy, it was possible to point out the commonalities in all segments, as well as the specificities of certain regions or segments Throughout this document, whenever the terms ”responders” “those researched” or ”persons with disabilities” are employed the reader should consider that it refers all participants, or, that is, all participants presented similar opinions or behaviors. On the other hand, when a differentiation factor appears in report, there will be the correct identification of the segment and/or region where this differentiation has occurred. In the present study we identified a broad convergence of views and behavior. The categories covered by the survey behaved quite similarly, and between different types of disability, only specific demands were identified as differing. On the more general issues opinions were more similar than differentiated. 5. Consumer Behavior and Leisure 5.1 Professional Activities From the standpoint of professional activities, research shows that the vast majority of people with physical disabilities have a very active life. The analysis of this most active group shows that many are taking higher education courses. Among these courses are diverse sciences, accounting, computer science, history, marketing, social sciences, journalism, tourism and law. Some (possibly more) are already in the graduate school. A significant portion is taking courses in technical and professional certification courses in: crafts, music, massage therapy and computer. Language courses (English and Spanish) are also part of the activities of this more active group. 7
  9. 9. As to current occupations these vary. There are those at managerial level as well as the technical and operational level in areas such as: financial management, process management, university professor, speech therapists, administrative assistants, artists, and auto mechanic among others. The group formed by those who do not have an active life as well (a small minority) points out that there are those who are still in process of rehabilitation and adaptation who depend on relatives to assist in performing the actions of everyday life. Also identified are those who have retired as a result of disability that they have acquired. Important to highlight is that, in presenting their professional identity, some respondents made a point of mentioning the activities they had practiced before the onset of disability. Such behavior reveals how this group wants to be perceived (and valued) in the totality of their experiences. Finally, it is also relevant that some people with disabilities are professionally involved in representing the interests of other people with disabilities through their activities with associations and organizations. Quotes from respondents: "I graduated in journalism. I will start a graduate degree in marketing. I am an artist. I am part of an association of painters who paint with their feet. I am also part of a wheelchair soccer association that we created, whose goal it is to make the wheelchair soccer a modality for the Paralympics in 2016.” (Rio de Janeiro EP Motor Disability) "I'm working. I am in a course that will finish in a year.” Curitiba - Intellectual Disability EP) “I graduated from high school. Now I was called to be an instructor for students. I do training for writers.”(São Paulo - EP Hearing Disability) “I study. I am doing courses in massage therapy and in music.”(Belo Horizonte – Visual Disability EP) "I work in the afternoon and in the evening I study to work in a warehouse.” (Porto Alegre - Visual Disability EP) 5.2 Everyday Leisure Habits When reviewing activities outside the professional sphere (work and study), the scenario is not very different from this. Respondents were shown to be very active and are involved in a large number of activities, such as visiting family, going to the movies, surfing the Internet, being with friends and traveling. Besides these most frequently practiced activities there is also another set of activities: 8
  10. 10.         Participation in events organized by entities that represent their interests Reading, study and research (via the Internet) Listening to music Outings with children (theater, cinema, shopping) Sports (swimming, soccer, basketball, capoeira) Going to the mall on Saturdays and Sundays Going to the theater Playing video games Quotes from respondents: “In my free time I do swimming and capoeira. I like to walk around and go to the theater every once in a while.” (Belo Horizonte – Motor Disability EP) “Ah... I play video games. Sometimes I'm on the internet, chatting with friends.” (Rio de Janeiro - Intellectual Disability EP) “Lately I like going out - going to movies, the theater. Any event, sometimes the library public in Paraná has lectures or a film. I always go when I have some money to pay the taxi.” (Curitiba – Visual Disability EP) “On Sunday I like going to the mall and take that opportunity to visit family.” (São Paulo - EP Hearing Disability) "I tend more to stay at home. I listen to music. I listen to the radio. I do not have a very large entertainment repertoire, so to speak.” (Porto Alegre - Visual Disability EP) 5.3 Media Habits Media like newspapers, magazines and radios are not so significant in the life of those with hearing disabilities. There are those who use them a bit more, as there are those who use them sporadically. Television has a greater number of fans. However, the time dedicated to it is quite varied, ranging from 2 hours per week to 3 hours per day. The internet occupies the main role: it is used by all and the time spent on it ranges from 1 to 16 hours per day but the majority use it, on average, around ¾ of an hour on average per day, also accessing it via cell phone. Navigating the Internet satisfies a wide range of goals: study and research; talking to and seeing friends and relatives; dating. The internet sometimes works as a plan B for the difficulties faced by persons with disabilities. They can search for adaptations and about the accessibility of a location they want to visit. They can chat with and see friends without needing to move etc. 9
  11. 11. Quotes from respondents: "If you include business and leisure, I think it reaches the 16 hours a day.” (Porto Alegre – EP Motor Disability) “I usually not use the computer and watch the only TV in the afternoon when the soap operas come on. I don’t like to watch TV because it only reports bad news. I like radio but I don’t listen every day - about 1 time per week. I do not read newspapers or magazines.” (Belo Horizonte – Intellectual Disability EP). “I read the newspaper, not magazines. About an hour of internet and TV between 9:00 and 10:00 pm.” (São Paulo - EP Hearing Disability) “I spend only a little time watching TV. I’ll only watch when there is a debate; something for personal development.” (Rio de Janeiro – Visual Disability EP) “I like to watch football. ... I do not like drama. ... I do not like movies. I'm on the Internet about 6 hours a day”(Curitiba – Motor Disability EP). 5.4 Motivations for Travel Remembering that this is not a quantitative study, some numbers will be presented just to give an idea of the profile of those surveyed. Of the 68 people interviewed, only 1 or 2 said they “do not like to travel." (This does not mean they do not travel). Among the major factors that motivated travel:            Visit relatives and family Visit relatives and family sick To be with friends who live in other cities To discover new places, new cultures, see new sights To be surprised by something new, in search of "something new” To visit a famous place or experience something unusual (snow) Vacation for rest and family fun To go to the beach To go to events promoted by the entity that I represent To travel for work To take tests for a course Another important aspect to keep in mind is that there are also those who are dependent on another person in order to travel. This somewhat restricts the number of trips taken. There are also those (with an intellectual disability) that are influenced by the desire of another, in this case their travel escort. "I like to travel, but it is difficult because it must always return the same day . ( ... ) Is that my mother does not like to travel." (Belo Horizonte – Intellectual Disability EP) 10
  12. 12. Quotes from respondents: "It would be to unwind , relax a little bit, because usually when I’m here, I’m working. So when I go out, it's to really rest. Take my children to have some fun, go to the beach ." (São Paulo - Visual Visual Disability EP) "In 2008 I traveled to Espírito Santo, but it was to work... I really like to travel to get to know new cultures" (Porto Alegre – Motor Visual Disability EP) "First, he really likes to travel to experience new cities, then to see friends ... He likes to experience these cultural differences. For example, when you go north the culture is different ... He went to Europe. He wanted to experience France because of his work" (Belo Horizonte - Hearing Disability EP) . "During vacation I travel with my parents to rest. ... I like to get to know new cultures in other states, other countries. ... The music, the weather." (Rio de Janeiro – Intellectual Visual Disability EP) "Just for family issues. Really, only to visit my grandparents. I have an uncle who is always moving, thanks to him I have been to a lot of cities." (Porto Alegre – Visual Disability EP) 6. Planning and Conducting Travel 6.1 Does Planning Occur? In order to minimize the occurrence of unanticipated problems which may be circumvented, but end up involving loss of time, cost and additional constraints people with disabilities attempt to plan well their travels. Therefore, they argue that planning is a critical step and that allows the creation of important contingencies (“Plan B”) that will contribute to the success of the journey to be undertaken. It is noted, in some cases (especially with people with intellectual disabilities), the involvement of family and friends who help in the search for information about the destination. In addition to preventing problems from occurring and giving greater security to the disabled traveler, planning, done well in advance, can also generate financial savings (lower prices, “deals.”) In some cases packages were offered by tourism agencies, as well as for business trips planned by companies and those sponsored by prominent organizations (associations, NGOs, groups etc.) When these are the options are available for people with disabilities they feel more relaxed about the planning. The sense is that the agency/company/group assumes 11
  13. 13. responsibility for problems that might occur. Long trips or unknown locations call for more careful planning. Shorter trips, those closer to home, those already known or those in which the disabled person will have the company of a friend who already knows the destination do not or require planning something less stringent. There are also occasionally those most ”courageous” travelers. They claim that if the opportunity or invitation appears” worth it” they are willing to take the trip without any prior planning. The variables considered in planning are:         Destination and length of stay Means of transportation to get to and from the destination and the costs thereof Condition if public transport in the city to be visited Hotels (availability of vacancies, number of accessible rooms, accessibility of daily hotel rates) Tourist attractions (which exist in the city, how one reaches the attractions, if there is accessibility, interpreters, Braille etc.) Local business culture, level of accessibility and prices Site safety (level of violence and risks to physical security) Tourist routes available Quotes from Respondents: “It is critical because I have to weigh the positive and negative points of a place to see if, in the final balance, the positive is at least equal to the negative at least equal or a little better. If not, it is not worth it to leave home, spend money arrive in a new town and stay at a hotel. ... Well, I’d get angry. I would spend money and I'd do the same things I do here at home, staying at home” (Rio de Janeiro – Motor Disability EP). “Surely it is important to plan. I often inform myself, especially through my friends, since I never travel alone and they accompany me. They are the ones who check out the attractions, the infrastructure, security ... how to get there, because I always go by car. I don’t travel by bus,” (Curitiba – Motor Disability EP). “He wants to go to Acre, but first he wants information about the place what the hotel is like and all that. If he decides to it will work he will go. He doesn’t like to leave it to the last minute. He likes to see how things are beforehand. He sees how the culture, evaluates the hotel, if it has security, if it has an interpreter. Man, he knows and plans everything before he gets there” (Belo Horizonte - Hearing Disability EP). “Even though people have spoken about planning thinking a lot about price, I think the planning is more for you to have more quality in general on your trip. You need to know if the places are accessible. If not, you spend your time and your money and get tired out looking for, testing your luck at finding accessible places. Because then you can make a Plan B.” (São Paulo - Focus Group) 12
  14. 14. 6.2 Sources of Travel Information The vast majority of respondents emphasize the scarcity of relevant information. That is, information on cities they plan to visit exists but it is general information and does not meet the needs a person with a disability. For effective planning, enabling a journey that is non-stressful and pleasant, people with disabilities report that it is essential have access to the following information:           The price of tickets. Time in transit. Means of transportation used for the trip. Local transport and how it is adapted. If hotels are accessible. If their rooms and bathrooms are adapted. If the local business community is prepared to meet every type disability. If business establishments are accessible. If the bathrooms are adapted. In restaurants if a wheelchair user can sit comfortable at the table in their chair. If a person with a visual impairment can read the menu. If there is an interpreter allowing the Deaf person to communicate. If the tourist sites and cultural attractions of the city are accessible. If there are arrangements so that people with disabilities can take the maximum benefit of what is provided commercially and culturally. Information reaches people with disabilities in particular via the internet, which has a primary role in planning travel, and also through friends who already know the destination, have been there and can provide the details given above. Contact with friends and family who know the place to be visited occurs by telephone and through the Internet. In some cases, the person with disabilities makes friends over the internet (MSN, Skype, social networking, chat rooms) and later visits the city of their friends who ends up filling the role of an excellent tour guide. A phone call is also used to establish contact with hotels, bus and airline companies, shops and points of cultural and general tourism. There are also other channels, but they were seldom mentioned. They are:      Travel magazines Travel books Ads on TV and radio Materials published in newspapers Pamphlets found at a travel agency Besides the lack of information, there is also a much more important issue to consider. Not all the available information is in line with the reality that will be found by the person with a disability. That is, beyond the quantitative aspect, the information available also lacks credibility. [Quotes from respondents: ] 13
  15. 15. “Sufficient information is not available. When you get there you think that is one thing but it is not. Ground transfer is not what was expected. They said the site is accessible but it is only a small part of it is. It is not completely adapted as was expected and as I need it to be.” (Belo Horizonte – Motor Disability EP) "From TV ads themselves. On the internet. He also tends to go by the travel agencies in shopping centers and pick up some flyers - the ones he likes most.”(Rio - Intellectual EP). “Actually, I have travel books.”(Curitiba - Hearing Disability EP) “Travel agencies are not easy. They cannot be trusted> You have to pick up information from others also”(Rio de Janeiro – Visual Disability EP). “But sometimes there's no point. You ask. They tell you there is an interpreter at the airport. You get there and they have no interpreter” (São Paulo - Focus Group). 6.3 Choice of Destination Accessibility is very important, but there are times when the desire or the need to go to a certain place displaces accessibility’s role in decision-making role on the choice of the destination and the person with disabilities must face all its difficulties, limitations and constraints. Tourists with disabilities certainly consider among other things:       Competitive pricing Cultural and historical aspects of a site Interest and uniqueness Local food Unusual landscapes Unique experiences (snow, wonderful beaches) Combining all this in a site ready to receive and serve a tourist with a disability would be ideal but it is pointless to be in a place of your dreams if you cannot take full advantage of it. If this reconciliation is not possible the experience can end up being a frustration. At the intersection between accessibility and the degree of attractiveness of the site lies the importance of city having inbound tourism professionals who are gentle, hospitable and polite. Many difficulties can be overcome satisfactorily when there is someone around who is proactive, interested, knowledgeable and helpful. In practice the following factors are influence the choice of a destination to be visited:   Hotels with accessibility in bathrooms and bedrooms Cultural and artistic events 14
  16. 16.        Businesses close to the hotel with accessibility and adaptations Affordable public transport (including transport leading to tourist points) Level and well-maintained walkways Beaches and parks for the amusement of children Presence of interpreters in high priority locations Tactile floor treatments, Braille and other resources which can guide a person visual a impairment High season (family vacations) or off season (more vacancies, better service and lower prices) Quotes from respondents: "In addition to accessibility and adaptation, what I think is cool is the identity of the place... I like things related to art. I think everyone who goes somewhere is expecting to see new things ... So I care about the cultural of the place, getting to know the food, habits, tastes of that place”(Rio de Janeiro – Motor Disability EP). “Affordability is an important factor. I decide with my mom where to go. The Serra da Piedade was chosen by proximity; Inhotim for safety. Usually we spend only one day. We have lunch and stroll around town. We only go on travel to nearby cities to avoid inconvenience.”(Belo Horizonte – Intellectual Disability EP). “If you do not have access you have places I cannot go. There’s no way because it has lots of people or lots of stairs, or does not always have people to help. ... The bathroom doesn’t need to have everything – somewhere to shower; the basics.” (Curitiba – Visual Disability EP). “... But it will also depend on the need... I went to a city that was not accessible. I had to improvise everything but I needed to go, so even knowing that, I went.” (Porto Alegre - Focus Group) “I worry with the cultural aspect, learning new things, discover. I'm in a new body, but the adventurous spirit remains. So I will not always be limited to accessibility”(Rio de Janeiro - Focus Group). 6.4 Frequency of Travel [6.4.1 ] Quick Travel: 2 to 4 Days There are those who travel regularly, just as there are those who do not. The objectives of this type of journey are generally:    Weekends, holidays, travel to work Travel to conferences, sports tournaments Medical treatment [6.4.2 ] Average Travel: 1 Week 15
  17. 17. Most undertake this sort of travel. The frequency is around 2-6 times a year. The objectives of this type of journey are generally:    Visiting friends and family Prolonged holidays such as Carnival, Easter, Christmas and New Year's Eve Packages offered by travel agencies [6.4.3 ] Long Travel: 15 to 21 Days Frequency is 1-2 times a year. The objectives of this type of travel are generally:    Year-end holidays to the beach (vacation with family or alone). Trips abroad. Dream vacations (honeymoon, see snow, visit the sand dunes of Maranhão) Quotes from respondents: "For me travel is therapy. When I 'm a little stressed, I’ll say, 'I need a trip' ... About 2 or 3 times a month.” (Curitiba - Focus Group). “I travel infrequently because it has to be top notch. I'm paying, so I want a place that is accessible on my sightseeing trip. I’ve had enough of the places that I 'm required to go.” (Belo Horizonte - Focus Group) “I travel about two times a year, but I always prefer the off season. There is not the turmoil and it is easier. The price is also much better. How little we have, People become more well-behaved. Guesthouses and hotels become more human. There is not all that tension. It is different.” (Rio de Janeiro - Focus Group) “Twice a year. One outside of Brazil and another here.” (Porto Alegre - Focus Group). 6.6 Activities Practiced Analysis of the activities undertaken during travel led to the identification of 4 market segments: [ 6.6.1 ] Tranquil, Hesitant Travelers: Usually these are trips to visit relatives and family. These travelers prefer to stay at home like they do in their hometowns. When they leave they do so in the company of family members who provide them with full attention and assistance. [ 6.6.2 ] Curious Travelers: These travel to see specific attractions. It is important to them to capture the places they visit on photos and video. They like to do this in the company of friends. They also take advantage of local commerce (food, crafts, products at different price ranges.) 16
  18. 18. [ 6.6.3 ] History and Culture Travelers: This group is very interested the cultural and historical aspect of the cities they visit. They seek to learn about everything that involves history, culture and the arts. Among there prominent activities are trips to museums, live theaters, cinemas and landmarks. [ 6.6.4 ] Daring and Courageous Travelers: These travel in search of the new and unusual. They set out seeking activities that allow them to break boundaries. They are in search of a challenge, but they do not do so irresponsibly. They seek to ensure that they will be safe. In this group are those who enjoy extreme sports and ecotourism. Quotes from respondents: “We went on holiday. We did a lot. We walked around town (Natal.) I went to a mall. ... I went to see museums, arts, craftspeople. I went to the beach. We ate out every day – juices, local foods.” (Curitiba – Intellectual Disability EP). “I went into the water for the first time in three years. I had already done hydrotherapy so you lose the fear of falling in. It made it easy paddling in kayak.” (Rio de Janeiro - Focus Group). "I went to a restaurant but they did not have the food I wanted. I went to the beach, museums, bought clothing. I was lounging on the beach. I got ice cream. I bought simple things. In Curitiba I did not go to restaurants. I stayed in the house of my relatives.” (São Paulo - Hearing Disability EP). "There in São Paulo was a meeting on disability. I went with the father of my children. We took a tour. I just went in there for the presentations. I did not visit museums or theaters and those sorts of things.” (São Paulo – Visual Disability EP) "Strolling with someone you met on MSN, Orkut, webcam. It's good just to walk together but I don’t stay in the person's home. I stay at a hotel. The trip is just to get to know the city.” (Belo Horizonte - Focus Group). 7. Experiences of Tourism within Brazil 7.1 Trips made in the last year In discussion groups, containing “real” tourists, participants had attended at least one trip in the last 2 to 3 years. Whether for business, for pleasure, to visit relatives or friends, respondents presented some tourist experience. Most traveled with companions. Generally they were accompanied by family members, especially those with intellectual disabilities. However, notable is the presence of one or more friends. These are important characters in the tourism economy of the disabled person. 17
  19. 19. One realizes that the tourist experience of respondents is quite diverse, covering various parts of Brazil. Among the cities visited last year these were highlighted: Paracatu – Teresópolis – São Paulo – Petrópolis – Florianópolis – Cabo Frio – Rio de Janeiro – Brasília – Natal – Curitiba – Osasco – Arraial do Cabo – Arraial da Ajuda – Campos do Jordão – Guarapari – Nova Friburgo – São Roque – Itapecerica – Inhotim – Itu – Poços de Caldas – Recife – Fortaleza – Salvador – Alagoas – Ilha Bela – Santos – Aracaju – Manaus – Belém – Porto Seguro – Goiânia – Caldas Novas - João Pessoa – Porto Alegre – Belo Horizonte – Vila Velha – Campo Grande – Volta Redonda – Arraial do Cabo – Búzios – Rio das Ostras – Além Paraíba – Serra Gaúcha Quotes from respondents: "Yes, this year I have traveled 3 times. São Paulo, Florianopolis. I went to São Paulo to work ... I was not alone. I went with the board and stayed only two days.” (Curitiba - Focus Group). "To Recife, Curitiba and Santos. To Recife was with my family. We have relatives there. In Santos and also Curitiba I went to visit my grandmother. I don’t have courage to go alone because I and afraid of losing myself ... It was very difficult to communicate there.” (São Paulo - Focus Group) "Campos do Jordao, Salvador, Ilha Bela. The last was to Pouso Alegre [for a] wedding and a family birthday. I went with my husband and my sister-in-law. We stayed there 1 week.”(Rio de Janeiro - Focus Group) "Lately I have not traveled just to take a trip. I recently went to visit my mother in São Paulo. She needed a little money otherwise she would not have made it. I stayed there 2 or 3 days.” (Curitiba - Focus Group) "From December to January I spent New Year's holiday in Cabo Frio and then went to Rio de Janeiro. We stayed 15 days, myself, my husband, my son and his girlfriend.” (Belo Horizonte - Focus Group). 7.2 Experiences and Expectations [ 7.2.1 ] Transportation According to the perception of tourists - people with disabilities – who participated in the study, transportation, either public or private (intercity, interstate and international) still require investment in order to be made accessible. Airlines are a little ahead; they offer differentiated service at check in and check out. However, there still remains a need for space, adaptation (space in corridors and bathrooms, interpreters, Braille), and accessibility in aircraft. Bus terminals remain very 18
  20. 20. far from having the accessibility required. They lack investment in structure and capacity-building of staff. Elevators do not always exist in public transport systems. When they do they often have mechanical problems. There are also situations in which the attendant does not know how to operate the equipment. Where positive evaluations were given, it was found that these were directed at the specific approach of an individual and do not reflect a general pattern of conduct or of quality adopted by the service provider. Another point raised by the respondents is with regard to the price of tickets. In many cases they were only aware of discounts only at the local level of public transport. Few tourists with disabilities mentioned discounts or the practice of differential pricing for intercity travel and interstate travel, whether by road or air. There is also the perception that people with disabilities always occupy the worst places within the means of transport. Few know of the ANAC's resolution No. 09 /2007 which provides for the access to air transport for passengers requiring special assistance. The resolution requires a discount for the escort the person with disability of at least 80 % in value of airfare if the passenger demonstrates the need for assistance during the trip. However, research shows that this type of information is not easily reaching the beneficiaries of such resolutions/ordinances. Quotes from respondents: "Sometimes you get there and find no difficulty. I've traveled to Recife, Brasilia, Rio de Janeiro, Sao Paulo and most difficult of them all is the collective transport, buses are not adapted... To sit on the floor, to be carried on, that is the most annoying.” (Belo Horizonte – Motor Disability EP) "But he once went alone to the beach. Then I wrote his name and exactly where he had to get off. Then I told him the name of the person who would meet him there as soon as he got off the bus. Everything turned out fine. He had no problem to getting on the bus. The driver was very nice with us.” (Curitiba – Intellectual Disability EP) “For example, you know that bus tour that goes past with the guide talking?...that bus with a lot of people and a person speaking into the microphone? Imagine the Deaf. They don’t get anything from it. There needs to be an interpreter and they do not have one.” (Rio de Janeiro - Auditory Disability EP) "... The bus station was under construction, so I was at the wrong gate. Nobody came to ask me anything; to help me. Then my bus came and I sat there in the chair, bags next to me and a ticket in hand...They do not need to stay with me all the time but they could have a person to ask where should I go and to take me to the gate. They left me there." (Porto Alegre - Visual Disability EP) "I almost hurt myself a lot. I went to get on the bus and fell. There needs to be 19
  21. 21. something to orient us at entry; something that tells us the number and destination of the bus. You ask for information from someone and it seems like you do not exist. They ignore you. It seems like they are afraid." (Sao Paulo - Focus Group). [ 7.2.2 ] Accommodation The city of Socorro (in the state of São Paulo), according to the respondents, is a model of accessible tourism as it is the city that offers the best fit for people with disabilities. This exception aside, other experiences related demonstrate that it is evident that accessibility has not been designed holistically within hotels for instance. Only a few specific areas are adapted. However, the movements of a disabled guest are not only limited to that area. Thus they experience difficulties and end up having to seek improvised solutions (at the door of the restaurant, at serving tables, with space inside the room, with the number of rooms available, for menus in Braille, the presence of interpreters, tactile flooring, etc.) The availability of suitable rooms is another problem experienced by tourists with disabilities. In times of high seasonal occupancy or when some event that involves people with disabilities is taking place the few that there are accessible rooms are insufficient to meet the demand. It was also noted that hotels have failed to provide for the preparation and competency of those who guide and receive people with disabilities. The expectation is that hotel staff should be able to provide information about the city and conditions of tourist attractions, yet this most often does not happen. Quotes from respondents: "Some I call and book easily because a friend has been there and told me about the hotel. I've had trouble with is the lack of suitable hotel. It is because there are times of year when it is difficult... When you have an event, a fair, a sporting event involving people with disability, you have 4, 5, 6 thousand people with disabilities and no location has adapted for all these people. Then it is impossible." (Rio de Janeiro – Motor Disability EP) "In addition to tourist sites hotels must also adapt. There is a lack adaptation also for the Deaf. Blind and wheelchair users already have quite a lot today, but not the Deaf... Communication that is barred is a question of communication." (Belo Horizonte – Auditory Disability EP) "I was in the Pantanal in rather simple accommodation. They had there many stairs, a staircase. It was hard. If I had been a wheelchair user there would have been no way." (São Paulo – Visual Disability EP) "At the hotel we stayed last time, did not have the room number embossed, so I said that when I left that I would need someone to help me get back. They became angry. 20
  22. 22. Within room everything is digital. You can not find the button that turns the air. The hotels do not have human resources. The bathroom does not have the support bar in the shower stall and no space to enter with a wheelchair. The reception desks are high and cannot be reached in a wheelchair cannot be reached. This was all in Brasilia." (Porto Alegre - Focus Group) [ 7.2.3 ] Infrastructure Cities are not prepared for people with disabilities. From poorly maintained sidewalks (full of holes and irregularities) to inadequate outdoor illumination (designed only for people without disabilities), these all constitute barriers to overcome. The scenario is perceived by respondents as being somewhat hostile and the demands presented refer to a variety of needs:        Improving access to facilities and tourist attractions Improve the condition and maintenance of sidewalks Add auditory signals to traffic and pedestrian signals Educate the people so they understand and do not ignore the purpose of tactile flooring Tourist sites and businesses need to have guides/interpreters qualified Illuminate areas with users of low vision in mind Improve the quality of accessibility projects to meet security requirements, thus avoiding accidents Also become accessible parks. Not only just come, is need to be able to enjoy the park as a whole. Quotes from respondents: “The times that I have traveled I have not found a tactile floor, no information. They know nothing. When you look at me you do not say that I 'm disabled. A person with visual impairments need someone to describe things to him, you need to say, “I have a tray and a glass of iced juice.” They do not have any information on how to deal with us.“ (Sao Paulo – Visual Disability EP) “In São Paulo there is a town called Socorro, is there a rural hotel totally adapted to the needs of people with disabilities. So there we can enjoy 100 % of what they offer. I know many people who went there and returned because of this. You pay a little more but everyone has autonomy. The cost is a little higher, but they make a few packages so it ends up being worth it.“ (Curitiba - Focus Group) “What I miss most is where I go is a good sidewalk, ramps, easy access to things. That we just do not have.“ (Rio de Janeiro – Motor Disability EP) “Deaf people do not understand what people say, so we need that cities have more interpreters. Shopping, I can do, but if I need any information to do my shopping then it is complicated. If you want to know about the culture of that place I'm 21
  23. 23. visiting I also need a more knowledgeable guide. So companies need understand that having interpreters and guides is fundamental.“ (Porto Alegre – Auditory Disability EP) [ 7.2.4 ] Tourist Attractions, Entertainment and Culture Many study participants indicated some notable improvement in the accessibility of many tourist destinations. However, there is a great journey ahead, as there is much still to be done. In theaters, for example, a wheelchair user still needs to go to front row and this position is usually quite uncomfortable, leading to pain body. The person with visual and intellectual disabilities who does not speak English cannot read the captions, so we need voice dubbing that is not always done. Access to many sections of tourist attractions have not yet been adapted resulting in restrictions to certain places. Performers pounds and need Braille be more present in the sights, it is still considered a challenge. Tourists with disabilities seek a full experience (museums, theaters, cinemas, malls, concerts, bookstores, etc.) However, the desired level is rarely achieved. Some complain that in packages they pay the same price even though they include activities they cannot take part in, which is not seen as fair. Quotes from respondents: “In the film I need the film to be voice dubbed. Then I get there and find that the movie that the movie is not dubbed. I can not read the captioning. It goes by very fast. So there are no movies for me.” (Rio de Janeiro – Intellectual Disability EP) “I do not usually go on cruises, but if they had interpreters, I would... In museums it would be important to have an orientation. Once I was in a museum in Petropolis, they gave you an audio and you walked around as it described everything for you. I found it very good, but not everyone has that.” (Belo Horizonte - Focus Group) “One feature that they do not yet have is called the 'work of description'. In the museum, cinema and even in theater... Because as hard as we try to enjoy the interaction, we strive, to take advantage of all that is is the question.” (Curitiba Focus Group) “Oh, I think that on the issue of accessibility is well cared for in tourist attractions, entertainment, and culture. I do not have much to complain about.” ( Sao Paulo -Visual Disability EP) [ 7.2.5 ] Tour Operators 22
  24. 24. To provide ideal service three dimensions need to be considered: 1) Know the characteristics of each disability (limitations and potentials) 2) Know, from the legal point of view, all the rights of persons with disabilities and all duties toward them 3) Have some essential personal traits and skills: Be attentive, patient, helpful, have initiative, be polite, kind, friendly, etc. In most cases the tourists with disabilities will not encounter an operator who actually exhibits the conduct and attitudes expected. To find all three dimensions mentioned above becomes a challenge. Therefore, not every contact generates a positive experience. Almost there is always, from the point of view of the tourist with a disability the feeling of being with a professional unprepared and/or insufficiently sensitized. Miscommunication also occurs between the agent/operator and the customer. Often the former may record requests for special needs in their checkboxes, for example. However, at the time of service delivery, it appears that the information was not transferred properly to the tourist service provider (through the hospitality provider and/or the tourist attraction.) Quotes from respondents: "You can specify during the reservation process that there things you need, that you have a disability, which type of disability you have the difficulties you have. It is no use. When you get there nobody knows anything. You paid and no one has any information about you. They are there not knowing what to do with us and all that uncomfortable situation.” (São Paulo - Focus Group) "Both people providing a service and those receiving it, given their preference are in general are very kind. What bugs me is that they always have a little trepidation. They are not fully at ease. They think like, ' My God what if he falls?' They do not say it to us but we feel their insecurity. It is clearly visible.” (Curitiba - Focus Group) "In tourism we see that almost nobody knows our rights. They are only concerned about the sale. Because it is one or two people with disabilities. The tourism industry will work for minority? This small number of disabled people? They don’t want to, no. They don’t need to. They do not want to, no. Get over it.” (Belo Horizonte - EP Hearing) "They should be well informed about the disabled person sometimes they are crude. Do not know how to treat us. They need to know that I'm disabled, but I'm just like anyone. They should be informed about how to deal with a person who is disabled in transport, for example. Need to be more informed overall.” (Curitiba Visual EP). 23
  25. 25. [ 7.2.6 ] Local Commerce A standard of quality service not having been identified, when local businesses are evaluated again we have a scenario where it is clear how people with disabilities are dependent on the good will and good conduct of individuals. "The waiter was very nice and helped me cut the meat." (Curitiba - Motor Disability EP) From a structural standpoint, the local business community is not at all prepared to receive and serve tourists with disabilities. With no accessibility and (effective) communication there is no way to be a consumer and to do business. Often a particular establishment (shop, bar, restaurant, bookstore, cafeteria, etc.) may make the entrance accessible, but not follow through with accessibility inside (tables, floors, self-service line, samples, bathrooms etc.). One can also see low investment by the local business community in technological resources that would make possible the orientation of and communication with people with visual and hearing impairments, such as the use of auditory output price readers, menus in Braille and /or computerized (with sound), or even an attendant who had knowledge of LIBRAS (Brazilian Sign Language.) Quotes from respondents: "They could increase the illumination of places and, in restaurants, the waiters should be more knowledgeable about how to help us." (Rio de Janeiro – Visual Disability EP). "The problem is the queues. There are the priority queues, but there lump together the disabled, the elderly, people with infants... It takes too long. It gets very tiring." (Belo Horizonte - Focus Group) "Some places have many stairs and lack elevators for wheelchair users. I have the hardest time using escalators "(Porto Alegre – Motor Disability EP) "The business community itself is quite disabled. If you will buy a particular product it is always very complicated. The bar code reader that shows the price has no auditory output. It should describe the product and tell you the price. Bars and restaurant also need to adapt, just in you have the most sophisticated menu in Braille... These days technology is so advanced they could have a computerized voice menu." (Sao Paulo – Visual Disability EP). [ 7.2.7 Safety ] People with disabilities, even those who cope well with their personal issues, experience feelings related to fragility and vulnerability. As a result, there is a perception of two types of threats: 24
  26. 26. 1. Physical integrity. Fear of a fall, an injury, getting lost, drowning, etc. The fear of the threats related to physical integrity can restrict experiences of people with disabilities and/or make them dependent on the assistance of family and friends. This makes is understandable because most believe that service providers are not prepared to deal with a person with a disability. 2. Urban violence. Fear of: assault, possible fights, kidnappings, murders, etc. With regard to urban violence, people with disabilities do not feel safer than the average citizen and feel that they have, as do these other citizens, little protection from those responsible for public safety. Therefore, they avoid hazardous locations transit late at night and do not carry jewelry and large sums of money. Quotes from respondents: "I always go with someone not because it is necessarily a security issue but because I want to share my experience with someone. It’s not cool to go out to have fun alone. In the end the company is worth a lot." (Porto Alegre - Visual Disability EP) "You can not visit all the places you want to alone. It’s not everywhere in Brazil that I would feel safe to visiting alone. People do not know how to deal with us. How will do in the hands of these people?" (São Paulo – Visual Disability EP) "I travel alone so do not mess with drinking ... I know my responsibilities like getting back early to the hotel and staying with my group of friends ... Every one should know their responsibilities, be aware. Now there are places where if you think, you no longer feel safe there and would rather be somewhere else. The favelas of Rio de Janeiro, for example, I 'm afraid of them.” (Curitiba - EP Hearing Disability) "For example, I would feel insecure in the Amazon. But if nobody with a disability went there then no one will want to change anything there. Now if we start to show up there, they will have to make way for us. Then, with time, things can change." (Belo Horizonte - Motor Disability EP) 7.3 Travel Agents and Agency Staff The experiences of the study participants with travel agents divide them into 3 groups: Group 1: Tourists with disabilities who have never used travel agency services Group 2: Tourists with disabilities who use them as a source of information and research Group 3: Tourists [with disabilities] who have a habit of using these services with more or less frequency 25
  27. 27. Those who use the services of travel agencies state that they do not find differentiated services or products. There is no possibility for a little customization of packages. The staff is, as a rule, well dressed, presentable, polite, but do not demonstrate knowledge of the laws which guarantee the rights of tourist with a disability. Like all other service providers travel agencies also lack the people prepared to deal with people with disabilities and to personalize their products for them. It is important to highlight that, despite having mentioned the lack of preparation in customer service, as well as the absence of appropriate products, the tourist with a disability will not consider paying a price differential. They would be even be willing to pay more for a product totally geared to their needs. When asked about this they responded that it is " a right of every citizen to have access to products and services that meet their physical, motor or intellectual limitations and they cannot be charged more for such a right." Quotes from respondents: "Here in the south it is more usual, you see. But in other cities you do not see agencies that make trips geared for people with disabilities, even if you look too." (Porto Alegre - Focus Group) "I didn’t use one. I just Googled. Some are educated. Some are not. I felt that they did not know about disability rights." (Rio de Janeiro - Visual EP) 7.4 The City that Offered Better Accessibility The cities that offer better accessibility are: Recife, Sao Paulo, Socorro (SP), Rio de Janeiro and Curitiba. Those that offer lower accessibility, in the opinion of the participants, are Manaus, Goiânia, the interior of Goiás, Pantanal, beaches in general and Brasilia. Those who were evaluated as average are Natal, Fortaleza, Salvador, Belo Horizonte and Porto Alegre. Respondents spontaneously declare that there are also cities where people are more receptive, attentive and helpful (Sao Paulo, Recife), just as there are those where people are indifferent and less capable (Curitiba, Fortaleza, Rio de Janeiro). Quotes from respondents: “I travel a lot with sports group...) I was noticing that Sao Paulo is the best place in terms of welcoming people with disabilities. When you arrive in another place the staff did not have the same orientation, the same services to help us. Sao Paulo is different than other cities. It has specialized staff to help us. In other cities you arrive and get lost. “(Sao Paulo - Focus Group) “From what I've seen, nowhere. No one is even there for the disabled. Everywhere you go you have to turn around.“ (Rio de Janeiro - Visual Disability EP) 26
  28. 28. “The truth is, it is not easy anywhere. Sao Paulo, it appears to me, has slightly more accessibility “ (Curitiba - EP Hearing Disability) “What I think is that Goiás is lower rated. I, do not know for sure. I guess. Maybe because Goiás is more inland. Then, perhaps, maybe on account of the roads.“ (Rio de Janeiro - Intellectual Disability EP). “I had a good experience on the beach in Rio Rio has accessibility programs and helps wheelchair user enter. The staff is prepared for it. The access to the water, for example, has a solid section of cement.“ (Belo Horizonte - Motor EP) 7.5 Acts of prejudice and reactions to them Respondents claim that the larger gestures of prejudice are born of the ignorance that prevails about the actual limitations and potentials people with disabilities. Therefore, the provision of information and training to tourism professionals is essential in this process of inclusion of disabled people in tourism. According to those surveyed, the occurrence of bias takes place with a significant frequency. It is noted, however, that in situations of this nature the vast majority do not claim their rights. It is important remember however that even for people with disabilities is it very clear what, legally, are their rights. Notwithstanding the behavior of most, there is a small group that thinks and acts in a more critical and reactive mode. The people who make up this group in recognizable situations of prejudice undertake to start a process of seeking justice for their rights directly through legal complaints and reporting of the occurrence. Quotes from respondents: “He thinks that people do not show respect. He has seen authorities who failed to provide any assistance to a wheelchair user who needed transportation... The prejudice is that people with disabilities are just more work. The bad attitude is widespread. “(Rio de Janeiro Focus Group) “I filed a legal complaint. I was walking down the street and bumped into the backpack of a person and she started insulting me. I stopped in at the police station. “(Rio de Janeiro - Visual EP) “Those traveling by bus using the free pass or flying are treated differently. When you are paying it is more accessible. In air transport there is a whole a whole structure. From check-in to the taxi that will take you to your destination. On the bus if you do not ask they do not help you. It is difficult. They ignore you.“ (Belo Horizonte - Focus Group) “It has greatly improved but there are still some people who do not even talk to you. If you are accompanied they speak with the other person and do not talk to 27
  29. 29. you. Even the doctor, he wants to talk, but he talks to my husband, as if I were not there. “ (Curitiba - Visual Disability EP) “I've been through so much, but I will not be able to remember it to tell you now. Once, on a bus, I went to catch the bus and the driver would not let me enter. Now that there has been a ruling I do not accept it. I have my right to come and go.“ (São Paulo - Motor Disability EP) 8. Planned Travel 8.1 Where Would You Like to Visit? Countries Outside Brazil States Regions Cities Destinations & Events France – Spain – Germany Minas Gerais – Espírito Santo – Goiás – Rio de Janeiro – Bahia – Amazonas – Maranhão – Ceará Northeast – South – North Rio de Janeiro – São Paulo – Búzios – Parati – Recife – São Luis Florianópolis – Aparecida do Norte Curitiba – Fortaleza – Cacoal – Fernando de Noronha – Atibaia – Brasília – Ouro Preto – Tiradentes – São Lourenço – São João del Rei – Socorro – Maceió – Salvador – Campos Altos – Porto Alegre – Sorocaba– Manaus - João Pessoa Parati Literaryy Fair – Disney – Maranhão Sand Dunes – Pantanal – Porto Galinhas – Take a cruise – Serra Gaúcha Quotes from respondents: “Rio de Janeiro, I think, is the dream of everyone.“ (Belo Horizonte - Motor Disability EP) “The Amazon, but nature destinations does not allow for much independence. They lack accessibility. They lack organization. They need people who are prepared. Adapted wheelchairs exist. If they don’t have them then people can be put in danger.“ (São Paulo - Focus Group). “I have not been yet, but I want to see Europe. “(Rio de Janeiro – Visual Disability EP) 28
  30. 30. “I have been to Mato Grosso, Bahia, throughout the Northeast.“ (Rio de Janeiro Auditory Disability EP) “Fortaleza, the South. There is yet another city that I, God willing, will visit. It is Rio de Janeiro. I want to go to the Sugar Loaf and the Christ Statue, not anywhere else.“ (Curitiba – Intellectual Disability EP). 8.2 Availability of information on these sites Respondents emphasize that the information available on the locations to which they would like to travel is not sufficient and does not include the detail required. For them it is difficult to find much information about the physical structure of hotels, restaurants and attractions - such as, for example, the existence of ramps and spaces adapted to access by wheelchair or the availability of trained personnel to accommodate people with disabilities. When found, the information is neither clear nor enough. Arriving at the site they find expected difficulties. In addition, this information is not held centrally located. It is necessary to jump between several different sources. The professionals at the places to be visited (hotel managers, those responsible for sights, city halls, etc) are not prepared to provide the information needed by tourists with disabilities. It is in this stage, once again, that people with disabilities turn to friends or family who know the place and request their opinions on local levels of adapatations, accessibility, and the responsiveness of people. Some respondents pointed out that it has improved, but we are still in the stage of first steps. Quotes from respondents: “I think there is little disclosure of information. You want to look for something to be able to travel to whatever city or country. You don’t find much information about the hotel, whether it is adapted or not. Even in Belo Horizonte itself you don’t find it. You call the hotel to see if it is adapted – if it has facilities, - and people can’t tell you. The hotel staff itself cannot deal with the person with disabilities. It is very hard to find information and resource persons trained to help us.“ (Belo Horizonte - Motor Disability EP) “The is insufficient information and government stakeholders. It is useless searching the internet because the information we need is not there. You have to go there to check it out. “(Porto Alegre. - Focus Group) “I went to a venue. Before I went I called and they told me they had a ramp. When I got there I saw when I got there that they had a ramp, but there were also two landing each with eight steps... When questioned they said they were providing access but that it was still under construction. Duh!“ (Curitiba - Visual Disability EP) “There needs to be more dissemination of information. A lot more publicity and, in addition to that advertising, people well prepared and qualified to inform the Deaf – to orient them. “(Rio de Janeiro - Hearing Disability EP) 29
  31. 31. 8.3 Barriers and obstacles to the achievement of the desired trip Despite many barriers presented, there are those more determined and courageous. For these, if you want to actually perform a travel, meet a local, no barrier would be reason to prevent such achievement. The main barriers and obstacles encountered are:                Public transport without accessibility (carried aboard; placed on the floor) Financial constraints Specific characteristics of cities that were not originally accessible (paving of the streets of Parati, the slopes of the historic towns of Minas Gerais) The less adapted the city the higher financial investment to be made by the disabled person in order to enjoy all that this city has to offer its tourists The negative image of the city often shaped by negative news publicized by the media. Existence of a packed agenda – a very active professional life - “lack of time “ The very specific needs of a disabled person. The need for a sign language interpreter for deaf people, for instance You need to avoid places too that are too crowded, as people with disabilities (an intellectual disability, for example) may become distressed and enter psychological distress. A disabled person is often very anxious and cannot be “sitting and standing “ for the time required for a trip The discomfort of traveling 10 to 12 hours by bus and the impossibility of making the trip by airplane Fear that one will not be understood in the city to be visited (hearing impaired persons, for example) Fear of local violence The unpreparedness of people in general and tourism professionals to deal with a disabled person Impression that sites that offer contact with nature (Amazon, Mato Grosso, Goiás, for example) are even less adapted and may pose risks to people with disabilities. Quotes from respondents: “We still have a big barrier that is the fact that people do not know how to deal with the person with disabilities. Prejudice exists for lack of knowledge.“ Curitiba - Focus Group). “My problem is simply money. If I have no money I am unable to pay. I just need to get there to Salgado Filho and everything is ok. I can manage to catch a plane. “ (Porto Alegre - Visual Disability EP) 30
  32. 32. “My difficulty is the lack of an interpreter. You arrive in a different city with a different culture. Sometimes a problem happens. Then everything gets complicated. The problem of these cities is that they lack this. They lack a professional to interpret, because we want to know things. Even transportation has no interpreter. “ (Curitiba - Hearing Disability EP). “I think if I got there they would see me as deaf but treat me well because I am a tourist. Sure, you can run into difficulties. There is a limit of patience with difficulties. “ (Rio de Janeiro – Auditory Disability EP) “The only place I would go is in Aparecida do Norte but it is expensive and I don’t have the courage to go. Places with water I do not like. I don’t travel by plane because I'm afraid. I'm afraid of flying. I have to watch out for myself because once I was lost. “(Belo Horizon - Intellectual Disability EP) 10. General Conclusions and Notes 10.1 Consumption and Leisure Behavior Most tourists with disabilities who participated in this exploratory study had a very active life whether in the professional sphere or in the sphere of leisure. In professional circles, there are those who occupy management positions (unless cited), and there are those who hold managerial positions and operating technician. Besides working, many are also studying, taking language courses, professional development and certification courses. In cases of a less active lifestyle this behavior is due to the fact that the person is retired or in rehabilitation. In the sphere of leisure, there is a diversity of activities that are performed. Among the most cited are:         Visit the family Go to the cinema Browse the Internet Find Friends Travel Education Go to the mall Participate in events for the disabled. Browsing the internet and travel are two activities very present in the life of these respondents. Research on their media habits identifies the internet as the primary media channel used. Through the internet this market is informed, studies, researches, makes new friends, interacts with friends already made, dates, wanders the world, etc. Travel has a great importance in lives of people with disabilities surveyed. The reasons that lead to travel make up a substantial list:   Visit relatives and family Visit relatives and sick relatives 31
  33. 33.          Be with friends who live in other cities See new places, new cultures, seeing new sights Be surprised by something new, be in search of novelty To visit a famous place or experience something unusual (snow) Vacations for relaxation and family fun Go specifically to the beach (respondents in Belo Horizonte and São Paulo) To go to events promoted by an organizations they belong to Travel for work Travel to tests for courses taken The importance given to travel indicates that in addition to all the motivational factors already mentioned there is also a sense of overcoming, freedom, and autonomy that the act of traveling arouses in those people with disabilities interviewed. 10.2 Planning and conducting travel Research shows that planning is desired and considered very important. This planning is not done only in the following circumstances:    If the trip will be held in the company of family and / or friend who already knows the destination The destination has been visited other times This is a relatively next trip, short duration and is in the company of friends. In other situations, whenever possible planning will be done because it minimizes risk, provides greater security and tranquility for disabled person who is traveling. It also allows the creation of contingencies (to avoid loss of time, extra costs and inconveniences), and allows searches to be made for price and to achieve cost savings. Despite the importance given to planning tourists with disabilities indicate that there is no efficient channel for tourism information designed to their specifications. Therefore, the information must be ”mined”: there is no channel that organizes and centralizes it. Moreover, not all information sought is found. When something interesting is found it does not always have the degree of specificity and detail required. Therefore, the research indicates need for a direct channel of communication to tourists with disabilities. The most effective channels of information, as perceived by respondents are the internet, communications with friends who already know the place, and calls directly to the destination (hotels, attractions, municipalities). The research shows that friends are very important actors when the subject is travel. They suggest destinations, assist in planning, take part in many trips and may even be the reason for them. They are mentioned even more than the closest relatives. 32
  34. 34. Besides the shortage and superficiality of information, research identifies another problem. The information is that information is not always consistent with reality. It is common for tourists with disabilities to reach a location with a certain expectation and be frustrated to see that things are not well as they had imagined. The investigation into what would be relevant information for tourists with disabilities pointed out a long checklist. However, as important as it is to create a channel to centralize and disseminate the information sought it is important to ensure that it is in accordance with the local reality. In the decision making process in which the decision to go or not to go is made to go to a given location adaptation and accessibility are important but are not always placed ahead of the desire or need to visit a particular destination. Still the decision-making the planning process can also lead the tourist with a disability to cost-benefit analysis - whether the cost (sum of expenses from the trip) or benefit (how much they will effectively take advantage of in the tourist experience) will be advantageous or not. In referring to the activities performed, the respondents are divided into four segments: 1) Tranquil, Hesitant Travelers: Visiting relatives and friends. At home or on a trip they prefer the safety of home. 2) Curious Travelers: Interested in sightseeing and local trade. These travel with friends and love taking pictures. 3) History and Culture Travelers: Interested in the historical, cultural part and artistic places they visit. 4) Daring and Courageous Travelers: They travel in search of new and unusual. They enjoy the contact with nature. 10.3 Experiences in Brazilian Tourism Virtually all respondents of Focus Groups made a trip to somewhere in Brazil in the past 2 -3 years. The tourist experiences occur through business travel, leisure, visiting relatives and friends, participating in sports tournaments, meetings related to the reference groups of people with disabilities (associations, foundations, etc.). There are also trips undertaken by businesses (where the person working with disabilities), by reference groups and also by the churches. The vast majority does not use the services of travel agencies, only uses a small group, time, or another. Tourists - people with disabilities, as a rule, accompanied travel by family and friends, the latter being the most cited. A variety of locations were presented as targets of last trip. To get an idea of the diversity presented, we cite here some cities: Cabo Frio, Porto Alegre, Recife, Poços de Caldas, Belém and Porto Alegre, among others. 33
  35. 35. Tourists with disabilities - try to get the most out of his travels, but this is not always done successfully. They recognize that much has been done in terms of accessibility and to combat prejudice. However, there is still much more to do. [ 10.3.1 ] Public Transportation Regarding public transport it was noted that many buses are adapted. However, in practice there are still many others without this feature. Also occurs in the buses have a necessary equipment, but so be faulty (for not have been taken due to maintenance). There are also situations in which driver is not fit or do not have the patience to properly operate the equipment. [ 10.3.2 ] Intercity and Interstate Transportation The vast majority of respondents were unaware of the pricing policies that are differentiated for people with disabilities. Buses, just as much as airplanes, are not appropriately adapted. Travel in them is almost always uncomfortable (not enough space, no adapted toilets etc.) Airlines to have good service at check-in and deboarding, but with respect to the aircraft themselves problems still persist. [ 10.3.3 ] Accommodation, Infrastructure, and Local Business and Sightseeing (Natural Landscapes, Museums, Theaters) All these venues fall into the same error that, as evidenced in inappropriate solutions, is apparently a systemic mistake. It is of no use to enable mere access to a site for people with disabilities they are not also allowed mobility inside and the full use of services in full. Structurally there is much that remains to be done. The maintenance of sidewalks must be improved. Entries of buildings must be accessible but also the interior where the disabled person will move about must be appropriately designed. From the standpoint of service investment in human resource training is a need. If the physical aspect presents do so many problems, what can be said about the training of human resources where even more is left to be desired? The use of Braille, to training people to interpret Brazilian Sign Language (LIBRAS) and simply to interact appropriately with people with disabilities are among other actions that seem to be far removed from the current reality. [ 10.3.4 ] Tour Operators, Travel Agencies, Service Staff Tour operators, travel agents and service staff are viewed similarly by research participants in regard to their performance with services and products focused on the desires and needs of tourists with disabilities. 34
  36. 36. Moreover, they do not know the laws that ensure the rights of tourists with disabilities and the duties towards them. Most cases act as ordinary citizens, demonstrating not know how to deal with the disabled person. [ 10.3.5 ] Safety of Places Visited Tourists with disabilities identify two threats as important: First are threats to their physical integrity (fall, injury, drowning, being shot if they are near a fight or a riot), and also the threat of burglary. In all these cases there are strong feelings of weakness and vulnerability. However, respondents did not, in general, see authorities and security services focusing on actions focused on accessibility. [ 10.3.6 ] Cities with Greater Accessibility In the view of respondents the cities that offer greater accessibility and adaptation are: São Paulo, Socorro (SP), Recife, Rio de Janeiro and Curitiba. Less accessibility and adaptation are perceived as more common in the interior of the country or at tourist attractions focused on the natural environment. In this sense, respondents believe that Amazonas, Pará, Mato Grosso do Sul and Goiás would be less adapted states. [ 10.3.7 ] Prejudice According to accounts of the experiences of respondents the prejudice that they encounter most today is not based on intolerance of others. Today what prevails is ignorance, lack of information and lack of training. This is no less serious than intolerance but not knowing what to say and what to do in the presence of a disabled person causes people become apathetic, inert, and indifferent. Such a stance, over time, may harden into disinterest and trivialization of interaction. Quotes from Respondents: "Greatly improved, but still some people do not even talk to you. If you are accompanied they talk to that person and don’t talk to you. Even my doctor, he wants to talk to me but ends up talking with my husband as if I were not there.” (Curitiba - EP Visual Disability) “...I almost really hurt myself. I went to get on the bus and fell. They have to have something that orients on entry; that announces the number and destination of the buses. You ask someone for information and they look at you like do not exist. They ignore you. It seems as if they are afraid.” (São Paulo - Focus Group). 10.4 Future Travel Destinations and Expectations 35
  37. 37. In regard to the places respondents want and / or intend to visit tourists with disabilities, as a whole, indicated a great diversity of destinations, thus revealing the interest in many different parts of Brazil. There were explicit desires to get to known regions (the North – the South), states (Rio de Janeiro - Mato Grosso do Sul - Amazon), cities (Rio de Janeiro, São Paulo, Recife) and specific locations (the Pantanal, Amazon Rainforest, Sugar Loaf, beaches, sand dunes of Maranhao). As already stated, the information about the various destinations to be visited is not available in the quantity and quality that tourists need. Besides being insufficient, they are general and not specific. In particular they are not always reliable. In this scenario, again the experiences of family and / or friends who have visited a location constitute the main motivating factor used by tourists with disabilities. When asked about the barriers and obstacles that could possibly obstruct or impede taking a desired trip an extensive list was compiled and is presented below: Main Barriers and Obstacles:               Public transport without accessibility (Carried aboard, set on the floor) Financial constraints Characteristics in the cities that work against the accessibility of people with disabilities (street pavement in Parati, the slopes the historic towns of Minas Gerais) Inversely proportional relationship between the financial investment required of the person with a disability and how well the city is adapted to allow full access Negative images of the city seen in the media ("Person with disability prevented from entering the mall”) Full calendars due to a very active professional life; lack of time The very specific demands of the disabled person. (A mother needs to prepare the food and does not believe this will be possibility in the hotel) A need to avoid crowded locations, as people with disabilities (intellectual) may become upset and experience psychological distress A disabled person may be very anxious and can not sit still for all the time necessary to make the trip Discomfort from a 10 - 12 hour bus trip and unable to make the trip by plane (costs, fear of flying) Fear that one will not be understood in the city to be visited (auditory) Fear of violence (Rio de Janeiro) Fear that during a particular season the climate may be hostile (Germany in winter) Unpreparedness people to deal with the disabled person 36
  38. 38.  Perception that sites that offer contact with nature (Amazon, Mato Grosso, Goiás) are even less adapted and may pose risks to a person with disabilities 10.6 Requests and Suggestions The research was ended with respondents given the opportunity to make suggestions and requests. Many were given. Among them that policymakers need to remember that a large number of people with disabilities will be arriving for the Paralympics. They need to think about adaptation and not forget to accurately advertise what was done. Provide information consistent with reality. Invest prominently in the adaptation of the main attractions of cities: museums, theaters, theaters, beaches, etc. Invest effectively in the adaptation of public transport, preparing drivers to deal with situations and different types of disabilities. The expectation is not to create several programs aimed at accessibility but few of which are more effective and better disclosed and monitored. Use more media (traditional media, digital and alternative) to communicate the adaptation process, as well as about programs and laws. Improve conditions for city and interstate buses so that people with disabilities have a little more comfort. Do not allow the closure of APAES (Associação de Pais e Amigos dos Excepcionais) because the regular schools, despite an inclusive education campaign not in any way prepared to meet the needs of people with disabilities. Create a specific magazine for tourists with disabilities, with information about the sites and with tips for successful travel. That is, a channel of direct communication. There needs to be greater dialogue between representatives of people with disabilities and the public sphere (the various secretariats such as education, health, transportation, etc.). It is necessary that people with disabilities are able to organize in their entirety. There are many associations for the various types of disabilities but they do not talk to each other. People with disabilities do not always manage to achieve good salaries. So it is important to create policies supporting tiered pricing for cultural and tourist activities as well as free for the most basic services. Create a more effective system of enforcement of laws and programs. Create awards for companies that best prepare to receive the disabled person as an employee and as a customer. Invest in specific adaptations for visually impaired persons. Implement tactile flooring and sensitize society and providers of services about heir function. 37
  39. 39. Invest in research in technological resources that can be used to minimize the communication barriers that limit people with disabilities in their interaction with society, especially for those with hearing and visual disabilities. Invest in the preparation and certification of service providers that may come in daily contact with people with disabilities. Demystify misconceptions. Break old paradigms because thus breaking down prejudices treatment becomes authentic and effective. Quotes from respondents: "I think there should be a government program for businesses. Create a credential. Show that the company is able to accommodate a person with a disability. Just like a hotel is rated by number of stars the company could be classified according to accessibility and its capacity of people to serve a person with a disability” (Belo Horizonte - Motor Disability EP) “I do not know what to say. I just keep thinking that there is so much to do for the person with intellectual disabilities. If they fail to do the most concrete adaptations for wheelchair users and the visually impaired how can it be that they will prepare for the various degrees of intellectual disability. That is so much more subtle. How will they prepare people for that?” (Rio de Janeiro – Intellectual Disability EP) “They need to think very hard of the Deaf and hard of hearing person because for us the challenge is the most difficult. It is a matter of communication.” (São Paulo - EP Hearing Disability). “I can not drive... I earn twelve hundred Reais a month. I can’t take a taxi every day. On public transport traveling alone is complicated. Not everyone can do it. They could have something geared towards a specific transport for us. Working from home should be made possible where possible.” (Curitiba - Visual Disability EP). “In tourism departments in college, you need to have chairs on tourism for people with disabilities. Today you are able to course [on accessibility] in architecture. For me that’s it. They come out of college with knowledge about the needs of a disabled person.” (Porto Alegre - Focus Group) “Where possible it is best to plan. It is not always possible to know whether the place has accessibility and safety. I once went to Brasilia to work and witnessed a line wheelchair users waiting in a hotel because they had no more rooms available. People with disabilities are more qualified, with a higher purchasing power. They are consumers and taxpayers. The wheelchair user has the right to eat in a way that is comfortable in a restaurant; to have access to a menu in Braille. Disabled people are a source of profit. They vote. We live in a capitalist society and they are not seeing this.” (Rio de Janeiro - Focus Group) 38
  40. 40. "I would say that accessibility for the disabled person is the main factor because when we go to a place we want to enjoy all of what the site offers. What good is it to think about going to a wonderful place that has beautiful beaches, has a variety of museums, cinemas, live theaters, or any other activity if we can’t take advantage of them?” (Curitiba - Motor Disability EP) 39