Ensuring a Smooth Ride In-Destination
THE DESTINATION EXPERTS AT AMSTAR DMC ARE PROS AT GETTING TRAVELERS WHERE THEY WANT TO GO . HERE ’ S HOW THEY PROVIDE ACCOMMODATIONS FOR ALL TRAVELERS IN THE DESTINATIONS THEY SERVE .
WORDS / ANDREA SEDLACEK
THIS PAGE : COURTESY OF JAMIE SANTILLO
Jamie Santillo founded Adventures by Jamie , a travel agency specializing in accessibility , in September 2020 and now has 27 employees .
Over the years , there have been soaring highs — Disney World cast members “ rolling out the red carpet ” during her weeklong birthday celebration at the Orlando park , for example , she says — and some real lows . Santillo says her worst experience was at another theme park , where she found a staff member joyriding in her wheelchair while she waited to disembark from her ride . When she complained to the manager , they did nothing . It happened 20 years ago , but she still remembers how she felt .
“ It made me feel like I didn ’ t matter , that , you know , I was just another number to them ,” says Santillo , owner of Adventures by Jamie , a travel agency specializing in accessibility . “ My $ 30,000 wheelchair is ultimately my legs . It ’ s not cheap or easily replaced . Without it , I am immobile . By treating my wheelchair like a toy — and I understand the interest to ride in it — you are ultimately disrespecting me as a person and threatening my independence .”
The World Health Organization estimates that 1 billion people around the world live with a disability — and , of course , many travel . In 2018 and 2019 , adult travelers with disabilities took 81 million trips and accounted for nearly $ 59 billion in air travel , according to Open Doors Organization , a Chicago nonprofit focused on making transportation and hospitality more inclusive .
Despite these figures , around the world “ disabled people still comprise the most underserved segment within tourism ,” according to NextBillion , a social entrepreneurship site affiliated with the University of Michigan .
Travel advisors have an opportunity to curate meaningful travel experiences for this largely overlooked group of travelers , but getting it right is crucial . For this demographic , missing the mark may not just lead to a lackluster vacation — it could jeopardize your client ’ s physical and mental well-being .
Airport transfers should be included in every vacation package , but for travelers with accessibility needs , they should definitely be included , to ensure that the vehicle that arrives for your client is appropriate and accommodating .
Rosalinda Rodriguez , senior manager of U . S . sales and business development for Amstar , says the company pays special attention to travelers ’ accommodation needs when assessing its transportation services and excursion portfolio . “ Our customer service teams work diligently to facilitate accessibility needs on an individual basis ,” she says .
Amstar ’ s services vary from basic car seats for infants and young children to wheelchair accessible transportation with electric ramps . It offers wheelchair accessible airport transfers upon request throughout the Mexican Caribbean ; in Los Cabos and Puerto Vallarta ; in Punta Cana and La Romana in the Dominican Republic ; and throughout Jamaica , Costa Rica and Hawaii . Travelers can request motorized scooters in some destinations like Jamaica and Costa Rica .
For travelers wanting to leave the resort and explore the area around them , Rodriguez says the industry sees that and is responding . “ The travel industry , along with resorts , parks , beaches and attractions , are redesigning their products and services to provide better opportunities for more people ,” she says .
“ In the Mexican Caribbean , eco-park settings like Xcaret and Xel-Ha are well-known for being accessible , and depending on the abilities of the customer , Chichen Itza and Tulum are two world-famous archaeological sites that can accommodate wheelchairs ,” Rodriguez says . “ In Puerto Vallarta there is a fun Pirates of the Bay [ experience ] and in Punta Cana [ there is ] a unique excursion called Marinarium , both offering excursions on the water . Customers who are keen on deep-sea fishing can usually be paired with fishing boats that provide fantastic fishing experiences . In many of our destinations , private tours are available which enable us to prepare the activity to specifically accommodate the special accessibility needs of a particular customer ,” she says .
Rodriguez says Amstar will do everything possible to assist travel professionals in accommodating customers with special needs . Travel advisors can call Amstar ’ s dedicated Travel Agent Hotline at 1-877- 329-4461 to inquire about available services per destination .
S�MMER 2021 / THE COMPASS / 63