During the course “Project based Tourism Research”, the students of the 3rd semester in the BA program Tourism Management dealt intensively with the demands and needs of mobility-impaired travelers in Vienna.
In addition to a customer journey analysis (qualitative interviews), mystery guest inquiries were send to hotels. The results show clear expectations and requirements of impaired travelers, like a preference for a journey to the destination by car, a preference for rooms without carpeted floors and the preference of á la carte restaurants over hotel buffets.
However, the analysis of the hotels shows a differentiated picture. In many cases, important detailed information, which is quite important for impaired travelers, is only given upon repeated requests or not at all. Nevertheless, inquiries are always answered in a friendly manner and some hotels responded particularly comprehensively.
Many thanks to “roomchooser” for this great project idea.