Inclusion vs. Accessibility — Adapting Aotearoa
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Introduction Attitudes & Assumptions Welcoming Guests Customer Experience Understanding Ableism Travelling Solo or Accompanied Inclusion vs. Accessibility Developing Accessibility The Inclusive Formula Adaptive Adventure Tourism Assisting Customers Adaptive Advisory Adaptive Equipment Steps to Best Practice Inclusive Marketing Tour Agencies & Destination Management The Philosophy
Module 07 of 17
Stream one — Inclusive Tourism Training

Inclusion vs. Accessibility

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When it comes to inclusive tourism, two words come up often: inclusion and accessibility. They're closely linked, but not the same.

Understanding the Difference — and How They Work Together

Understanding the difference between the two helps your business connect with a much wider audience — and gives you more ways to offer experiences to guests.

What is Inclusion?

Inclusion, or inclusive practices, are all the ways your business adapts to meet the needs of different people. It's not just about service — it's about how your business thinks, operates, and responds.

Inclusive practice is the mindset, culture, and behaviour that shapes every interaction your customer has with you.

It includes:

  • Your policies and how flexible they are
  • Staff training or access to support
  • The ability to adapt your product or service
  • Your business values — do they centre people and respect?

Even if your experience isn't physically accessible right now, you can still be inclusive through excellent customer service, honest communication, and a willingness to adapt.

Inclusion isn't complicated — and it's not expensive. In fact, most tourism businesses, especially in the adventure space, already offer inclusive experiences without realising it. With a few simple tweaks — like staff training, clearer communication, and adaptive thinking — you can ensure even more people feel welcome.

At its heart, inclusion is about listening, respecting difference, and being open to doing things a little differently to meet people where they are.

What is Accessibility?

Accessibility is about the physical environment — the design, layout, and features that allow people to enter, move through, and enjoy your space. It's the fixed stuff — and it doesn't change unless you upgrade or it wears out.

This includes:

  • Ramps and steps
  • Pathways and terrain
  • Accessible toilets
  • Door widths and entrances
  • Clear signage and visual or tactile markers
  • Safety equipment and hardware

But accessibility isn't just about what you have — it's about what you share. Information is everything.

Every person has their own capabilities, comfort levels, and needs. Labelling something as simply "accessible" doesn't cut it — what's accessible for one person may not be for another.

That's why detailed access information is so valuable. When you clearly outline your current access setup — even if you think it's limited — customers can decide for themselves what's possible. They'll know whether they can do it independently or if they might need extra support.

Access Guides
Access Guides are documents or web pages that explain what facilities you offer. We'll cover how to create one in a later module. If the experience is in a natural environment, all the better — access can be a challenge, but it should never be a barrier.

Putting it All Together: Inclusive Tourism

Inclusive tourism is where inclusive practices and accessible environments meet. It's not about being perfect — it's about being open, honest, and committed to doing better.

Start with:

  • Transparent information
  • A welcoming mindset
  • Staff training
  • Flexible services
  • Access Guides

Inclusion isn't about building something new for a few people — it's about improving what you already offer for everyone.

Start where you are. Stay curious. And build a business that reflects the kind of world we all want to travel through — one that's open, respectful, and inclusive.

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