Travelling Solo or Accompanied — Adapting Aotearoa
← Dashboard All resources
Training modules
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 06 of 17
Stream one — Inclusive Tourism Training

Travelling Solo or Accompanied

↓ Download PDF

Some customers will arrive solo. Others will be accompanied by a support person, friend, or whānau/family. What matters most is how you respond — with respect, clear communication, and an open mind.

Independence Looks Different for Everyone

If a customer is travelling alone, you can safely assume they're capable and confident in navigating your experience — provided your site or activity is accessible to them. If extra support is needed, they'll likely let you know.

If someone arrives with a support person, that individual is there to assist them with daily tasks — not to speak for them, control their choices, or act as a gatekeeper. Think of the support person as a quiet helper in the background, there on the customer's terms.

Customers might also travel with friends or family — with or without a support person. Never assume a person's abilities based on who they're with. The best approach is simple: ask the customer directly how you can assist.

The Big No-No's

To maintain respect and dignity, here are some key things to avoid:

  • Don't talk to the support person without involving the customer. Always address the customer first.
  • Don't talk about the customer in the third person. Include them in the conversation.
  • Don't ask the support person questions about the customer. If you need to know something, ask the customer.
  • Don't say "sorry" about someone's condition. It might feel like empathy, but it can come across as pity.
  • Don't ask "what happened?" That's personal. If the customer wants to share, they will.
  • Don't touch the customer or their devices — including someone's wheelchair — unless invited to. This includes pushing, adjusting, or leaning on their mobility aid.
  • Never lean on a wheelchair. It's part of someone's personal space — and it's just plain rude.

The Better Way

Instead of guessing or assuming, focus on:

  • Offering clear information
  • Giving reassurance about what to expect
  • Communicating directly with your customer
  • Being prepared to adapt where needed

These small actions go a long way in making people feel seen, respected, and welcome.

Inclusion starts with how you treat people — and everyone deserves to be treated like a valued guest.

Every customer is unique — and so is the way they travel.

← Previous Next module →