The Reality of Hospitality Accessibility for Persons with Disabilities
Study Figure 1. Customer journey map pre-arrival and arrival, check-in stages (Lee-Keng Ng et al.)
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Accessible tourism is a fast-growing sector. However, despite the decades of implementing initiatives and legislation, there is still much improvement needed to serve persons with disabilities (PwDs). This study in Singapore was designed with the aim of mapping their customer journey for a hotel stay.
Study Report: first published 10 November 2026.
This version: PDF document, 22 pages with References.
Download the Study Report, "The Reality of Hospitality Accessibility for Persons with Disabilities" from the Downloads section of this page.