Yes to an accessible Canada for everyone! - Brief Presented by Kéroul, Tourism and Culture for People - Kéroul
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Yes to an accessible
Canada for everyone!
Brief Presented by Kéroul, Tourism and Culture for People
With Physical Disabilities, as Part of the Government
of Canada’s Consultations on Accessibility Legislation
Montréal, February 23, 2017
Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
Yes to an accessible
Canada for everyone!
Message
from the CEO of Kéroul
K
éroul, the Ministère du Tourisme du Québec’s key consultant 1) Strict enforcement of international agreements ratified by Canada,
in matters of accessibility, applauds the Government of charters, national laws and regulations, and provincial and municipal
Canada for committing to a broad consultation process in directives.
shaping its accessibility legislation. We fully support the
objectives of these pan-Canadian discussions. 2) Seamless harmonization of these agreements, charters, laws and
regulations to ensure their effective and efficient implementation,
This new legislation can and will enrich the lives of persons with reduced from both an operational and economic standpoint.
mobility, which, in turn, will enable the wider Canadian population to
flourish. 3) Standardization, which is also essential. Procedures must absolutely
be aligned across transportation modes (intermodality), establish-
We have closely studied the proposals submitted by our sister organiza- ments and even jurisdictions, to give persons with disabilities the
tions. On the whole, we support their analyses and recommendations. freedom to travel and fully participate in community life.
For this reason, our brief focuses on issues relevant to our organiza-
tion’s mission in particular, namely the promotion of accessible tourism 4) This will require close cooperation among all bodies: federal, provin-
and culture for persons with restricted physical ability. cial and municipal governments; organizations representing persons
with reduced mobility; industry associations and businesses; and of
People with disabilities make up 15% of the population. Far from being a course, the users themselves!
burden on society, these individuals—including an increasing number of
seniors—have much to give. Any measure that facilitates their mobility The cross-Canada consultation process currently under way is a unique
and integration helps advance the economic, social and cultural growth and historic opportunity to build such collective awareness.
of their communities.
5) This collaboration obviously depends on direct, open and ongoing
With this in mind, we have formulated a number of recommendations communication among all the parties involved. This will allow us to
inspired by the topics put forward in the Discussion Guide. define the issues, develop effective measures, and create proactive
awareness programs and systematic monitoring plans. Transparency
It bears mentioning that Kéroul’s approach is based on the concept of and rigour are key.
the tourism mobility and services chain. For travellers with a disability,
this chain begins at their front door and extends all the way to their final Lastly, we would like to propose a work plan for Destination Canada that
destination. Every leg of the journey and each link in the service chain will promote accessible tourism for everyone, and the implementation
(transportation, accommodation, restaurants, communication, etc.) is the “Kéroul model” in other Canadian provinces where needed.
crucial. Any weakness in this chain can put an abrupt end to a vacation,
resulting in costly fees, inconveniences and frustration. We are confident that this winning approach focused on consultation,
collaboration and results will continue to build on the progress that
Therein lies the importance of a holistic vision and systemic action with Quebec has made since 1979.
the collaboration of all parties involved in accessible transportation for
persons with reduced mobility. The following are some of the most
pressing needs.
3Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
Our proposed approach would help do the following: Thank you in advance for considering this brief from Kéroul. We hope
this consultation process will successfully pave the way to an access-
• Standardize the way tourism establishments are assessed and certi- ible Canada for everyone.
fied for accessibility, making it easier to promote all of Canada as a
destination for international tourists with disabilities;
• Encourage every province to adopt minimum accessibility criteria
as part of their sustainable development policies on tourism, culture
and urban environments; André Leclerc
CEO and founder
• Ensure the accessibility of all transportation services that fall under Kéroul
federal government jurisdiction.
4Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
Kéroul’s
Recommendations
Kéroul welcomes the creation of this new legislation. We recommend We recommend a series of measures to achieve the following objectives:
going beyond voluntary standards and awareness-raising activities to
include strict provisions aimed at eliminating barriers. The new legisla- ➤➤ Facilitate collaboration among the various levels of government in
tion must emphasize eliminating barriers and facilitating coordination Canada;
among various levels of government in Canada.
➤➤ Make life easier for Canadians living with a disability;
1. In its preamble, the new federal legislation should reference the UN
Convention on the Rights of Persons with Disabilities. ➤➤ Make Canadian tourism and culture accessible to all persons living
with a disability.
2. Accessibility and inclusion for persons with disabilities should be
clearly stated as the objective of the new federal legislation.
Facilitate collaboration among the various levels of government in
3. Federal departments, agencies and corporations under the jurisdic- Canada
tion of the Government of Canada should publish annual reports
listing actions taken by them and by partners within their network 9. The legislation should also provide for the creation of an Office of
to make it easier for persons with disabilities to gain access to their Oversight and Expertise on Accessibility and Services for Persons
establishments and obtain services therefrom. with Disabilities to enforce accessibility standards 1 as a means
of harmonizing existing standards and practices across jurisdic-
4. The legislation should be subject to ongoing public review and tions. We also recommend that this Office’s oversight and exper-
should be updated regularly. tise duties extend beyond Canada’s constitutional framework to
encompass promoting best practices in education, employment,
5. The legislation should establish a stricter and more demanding transportation, access to culture and tourism, among other factors.
regulatory framework governing accessibility in new public facili- The information it collects could be used by all Canadian actors,
ties, buildings and infrastructure. including provinces, municipalities, community organizations and
businesses.
6. It should also ensure the accessibility of all transportation services
under federal jurisdiction. Make life easier for Canadians living with a disability
7. The legislation should provide for the elimination of barriers to 10. Revenue Canada should do more to publicize the tax benefits avail-
information, information technology and websites. able to those who invest in creating accessible commercial and
office buildings.
8. The legislation should provide for the creation of a Commissioner
of Disability and Inclusion position. This Commissioner should be 11. Employment and Social Development Canada’s Enabling Access-
tasked with strengthening current accountability mechanisms and ibility Fund should include a component for the accessibility of
conducting independent assessments of programs for persons commercial establishments and provide funding for projects to
with functional limitations, and should report directly to Parliament. improve the accessibility and services of all types of Canadian
businesses.
Whereas Canada is a federal country in which responsibilities are shared
among federal, provincial and territorial governments, and whereas 12. The Government of Canada should require an “access condition-
Canada is a signatory of the UN Convention on the Rights of Persons ality” clause be incorporated into all infrastructure and capital
with Disabilities and, as such, is required to submit regular reports to funding programs across all federal departments. This clause
the Committee on the Rights of Persons with Disabilities on how the would require funding recipients to comply with the provisions of
rights enshrined in the Convention are being implemented by various the legislation and regulation before receiving their final installment.
levels of government,
1 Refer to: Kéroul and Société Logique. Revue des normes et règlements en matière d’accessibilité des établissements touristiques, Comparaison entre la Norme ISO 21542 - Construction immobilière - Access-
ibilité et facilité d’utilisation de l’environnement bâti et les normes et règlements en vigueur au Québec, en Ontario, au Canada, en France et aux États-Unis. Montréal; September 2014; 46 pages and Appendix..
5Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
13. The Government of Canada should ensure that commercial aircraft d. Assess the accessibility of all Canadian tourism-related infra-
designed for flights longer than three hours be equipped with wash- structure in accordance with common certification standards.
rooms that are accessible to people with disabilities. 2
e. Encourage tourist destinations (cities, regions, provinces) to
14. The Government of Canada should underwrite an assessment of eliminate barriers to full accessibility in their tourism establish-
ferry dock accessibility and determine the work required to elim- ments and services.
inate barriers.
f. Support and consolidate provinces’ and territories’ efforts to
15. The Government of Canada should train all front-line staff in federal develop and promote tourism that is accessible to everyone.
departments and agencies, particularly Border Services Officers,
on accommodating persons with disabilities. g. Include more photos of persons with disabilities in advertising
for Canadian tourism.
Make Canadian tourism and culture accessible to all persons living
with a disability h. Ensure that front-line employees who greet and serve persons
with disabilities receive basic training.
16. Destination Canada should issue a status report on accessible
tourism in Canada and create an action plan to make Canadian i. Fund the English-language version of Kéroul’s Welcoming Ways
tourism and culture accessible to persons with disabilities. training course, which is now available online.
a. Create a directory of barrier-free Canadian destinations (cities, j. Create a barrier-free tourism circuit between Québec, Montréal,
regions). Ottawa, Toronto and Niagara Falls.
b. Promote barrier-free destinations. k. Promote the marketing of Québec / Montréal / Ottawa / Toronto
/ Niagara Falls tourist packages that cater to persons with
c. Standardize accessibility certification for tourism establish- restricted mobility.
ments throughout Canada.
Needless to say, Kéroul is available to fully assist Destination Canada
in developing and rolling out this action plan.
2 Refer to the ICAO’s recommendations with respect to air transport accessibility (Manual on Access to Air Transport by Persons with Disabilities) and the U.S. Department of Transportation’s ACCESS
Advisory Committee’s recommendations for providing accessible washrooms in new 125-passenger (and larger) aircraft (Washington Aviation Summary. Kirstein & Young PLLC, Attorneys at Law. January
2017; page 4).
6Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
The Kéroul model
Consultation – Collaboration – Results
Kéroul is a non-profit organization founded in Quebec in 1979 by Kéroul has taken part in the following initiatives, in partnership with the
persons living with disabilities. Its name is a portmanteau of the words Government of Canada and some of its bodies.
Québec and roule (the French verb for “ride” or “drive”).
1) In 1992, Kéroul welcomed 300 persons with disabilities to Vancouver
Kéroul’s mission is to promote accessible tourism and culture for people for Independence ‘92 on behalf of the Secretary of State for Canada.
with restricted physical ability.
2) Kéroul hosted the International Adapted Tourism Symposium in
Since 1987, Kéroul has acted as the Ministère du Tourisme du Québec’s Montréal in 2000, in collaboration with the Government of Canada.
key consultant in matters of accessibility. Our main activities include
the following: 3) Kéroul conducted a study on best practices in tourism accessibility
with the collaboration of the Canadian Tourism Commission, which
➤➤ Assessing and certifying tourism and cultural establishments it presented to the Asia-Pacific Economic Cooperation forum. 3
and transportation services. Kéroul has assessed more than 5,000
establishments. Our accessibility criteria are the only ones issued 4) Kéroul established a partnership with Canada Economic Develop-
by the Ministère du Tourisme and by Quebec’s regional destination ment (CED) to design and deploy The Accessible Road and promote
managers. Quebec’s accessibility in markets outside the province.
➤➤ Training front-line staff. More than 25,000 people have taken part 5) Kéroul participated in interdepartmental consultations with the
in our Welcoming Ways training program in Quebec. The French- Government of Canada Privy Council Office on the development of
language version is now available online (e-learning). adapted tourism in Canada. 4
➤➤ Conducting market studies and needs assessments for tourists 6) In 2015, Kéroul published an article on inclusive tourism in Canada,
with restricted physical ability. putting the spotlight on Quebec, in the journal Estudios Turísticos
edited by the Spanish government’s tourism institute. 5 In preparing
➤➤ Distributing information on accessible tourism establishments this article, Kéroul surveyed Canadian provinces on their initia-
and services. Kéroul’s database is available online. tives aimed at developing and promoting accessible tourism for
persons with disabilities. We received few responses from Canadian
➤➤ Promoting Quebec tourism establishments that are accessible respondents.
to persons with disabilities. Promotional activities are carried out
primarily in neighbouring markets (Canada and New England) and 7) Kéroul organized the first Destinations for All World Summit held
in French-speaking Europe, in collaboration with the Ministère du at the Palais des Congrès de Montréal in October 2014. The United
Tourisme du Québec and Canada Economic Development. Kéroul Nations (UN), UNWTO, International Social Tourism Organization,
has also developed The Accessible Road, for which it received the International Civil Aviation Organization (ICAO) and numerous other
2011 Ulysses Award from the World Tourism Organization (UNWTO). international organizations took part. The Summit attracted more
than 330 people from 30 countries. 6
➤➤ Lobbying various organizations to make tourism, culture and
transportation more accessible for persons with disabilities. In 1979, Kéroul’s mission may have seemed overly ambitious for its
Kéroul is active in a number of forums (Montreal Métro, taxis, air time. Today, however, its objectives are shared by a number of inter-
transport, municipal environments, etc.). For more than 15 years, national organizations.
Kéroul has submitted recommendations to the Quebec government
at a bi-annual interministerial meeting.
3 Kéroul, Best Practices in Tourism Accessibility for Travellers with Restricted Physical Ability: Final Report – APEC Tourism Working Group (Asia-Pacific Economic Cooperation). Canadian Tourism Commis-
sion. October 2003.
4 Kéroul, Vers un Canada accessible aux touristes à capacité physique restreinte, Suivi des interventions entre Kéroul et le Gouvernement du Canada pour le développement du tourisme adapté. Montréal.
January 2000; 37 pages. (Nineteen federal departments and agencies involved.)
5 Capitaine, Virginie, and Michel Trudel (Kéroul). “Turismo inclusivo en Canada, El caso de Quebec”. Estudios Turísticos. No. 203 204 (T 2015), pp. 149–161, Instituto de Turismo de España, Secretaria de
Estado de Turismo. Madrid; 2015.
6 Funding requests for this Summit were submitted to various Government of Canada departments but received no response. The sole support provided by the federal government consisted of a $5,000
grant for simultaneous interpretation, issued through a standard program. Germany’s ministry of tourism provided a grant equivalent to that issued by the Canadian government.
7Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
99 The UN organized the Forum on Accessible Tourism and Sustainable 99 The second edition of the Destinations for All World Summit will
Development for All in Washington in November 2014, and included take place in Brussels during the fall of 2018. Kéroul will co-chair the
accessibility for all in its new sustainable development objectives event alongside Belgium’s Collectif Accessibilité Wallonie-Bruxelles
adopted in September 2015. (CAWaB).
99 The UN also proclaimed 2017 the International Year of Sustainable Kéroul maintains a pragmatic, non-dogmatic approach, as demonstrated
Tourism for Development. by the above examples. Its philosophy can be summed up as follows:
99 The UNWTO published its Recommendations on Accessible Tourism
for All in 2013. “No one is bound to do the impossible,
99 The ICAO published its Manual on Access to Air Transport by Persons
but to do what is possible,
with Disabilities in 2013. we should all be bound.”
99 The European Network for Accessible Tourism (ENAT) consolidates
the collaborative efforts of organizations that develop and promote This philosophy is reflected in our current goals:
tourism, to support accessible tourism on an international scale.
1) All new projects and buildings intended for public use should be
99 The 2016 theme of the UNWTO’s World Tourism Day, celebrated universally accessible.
on September 27 of each year, was “Tourism for all – Promoting
universal accessibility.” 2) Major renovations to public buildings should incorporate accessibility
into their design.
99 The declaration adopted during World Tourism Day celebrations in
Bangkok made reference to the A World for Everyone declaration
adopted during the Destinations for All World Summit in Montréal
in 2014. 7
7 This declaration is available in 11 languages and may be viewed and signed online at www.destinationsforall2014.com/en/declaration
Two Quebec municipalities, Victoriaville and Gatineau, have signed the declaration. The declaration is provided in the Appendix.
8Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
Appendix 1
Un monde pour tous
Déclaration du Sommet mondial
Destinations pour tous, Montréal, 2014
Nous étant réunis à Montréal, Canada, lors du Commission for Asia and the Pacific, en 2005, 2007, 2009, 2011 et en décembre
Sommet mondial Destinations pour tous, du ESCAP, 2009) ; 2014 ;
19 au 22 octobre 2014, en tant que femmes La Norme ISO 21542, Construction immo-
Le rapport et l’appel à l’action Access to
et hommes provenant de différents pays et bilière - Accessibilité et facilité d’utilisation Culture 2012, Union Européenne des Aveu-
régions du monde, incluant des profession- de l’environnement bâti, constituant une gles (EBU) ;
nels, des représentants d’ONG et de divers référence pour le design des bâtiments, Le plan d’action 2011-2015 Way Forward,
secteurs de la société civile, des universitaires, y compris les infrastructures touristiques de l’Union international des sourds ;
des employés d’institutions gouvernementales (2011) ;
et d’organismes internationaux et multilatéraux, La réglementation modèle favorisant la
Le Manifeste italien pour la promotion du
disponibilité de taxis accessibles pour les
nous convenons de la déclaration suivante:
tourisme accessible (2011) ; personnes handicapées, mise de l’avant par
Reconnaissant les contributions impor- Le Rapport mondial sur le handicap, indi-
l’Association internationale des responsa-
tantes au développement et à la promotion quant que plus d’un milliard de personnes bles de la réglementation des transports
du tourisme inclusif et des destinations pour sont handicapées dans le monde (OMS, (IATR, 2014) ;
tous (incluant les personnes handicapées, les 2011) ; La Proposition du Groupe de travail ouvert
personnes âgées, les familles et autres visi- La 5e conférence internationale Respon-
concernant les objectifs de développement
teurs), étant entendu que les premiers béné- sible Tourism in Destinations addressing durable déposée à la 13e session de l’As-
ficiaires de telles mesures sont les citoyens Access to All (ICRT, Canada, 2011) ; semblée générale de l’ONU, qui vise notam-
locaux, ces contributions incluant les réalisa- Les normes et pratiques recommandés
ment à : « Faire en sorte que les villes et
tions suivantes : à l’annexe 9 de la Convention relative à les établissements humains soient ouverts
l’aviation civile internationale (Chicago à tous, sûrs, résilients et durables » (OWG,
La Déclaration des droits de la personne
Convention, 1944) et les recommanda- août 2014) ;
handicapée (ONU, 1975) ; tions de l’OACI contenues dans le Manuel Les efforts de concertation internationale
Les principes du Design Universel (The
sur l’accès des personnes handicapées au déployés par l’OMT, l’ENAT, l’OITS, la Fonda-
Center for Universal Design, 1997) ; transport aérien (OACI, 2013) ; tion ONCE, le Centre mondial d’Excellence
Le Code mondial d’éthique du tourisme
Les Recommandations de l’OMT en faveur
des destinations (CED), Kéroul, et nombre
(OMT, 1999) ; d’un tourisme accessible à tous, mises des par ticipants au Sommet mondial
à jour en collaboration avec la Fondation Destinations pour tous, afin de mettre en
2010, Une Europe accessible à tous
ONCE et l’ENAT (OMT, 2013) ; commun l’expertise développée par les
(Commission européenne, 2003) ;
partenaires au bénéfice de la communauté
La Charte de Rio sur le Design universel
Les Congrès internationaux sur le tourisme
internationale ;
pour le développement durable et inclusif pour tous tenus en Espagne en 2004,
(2004) ; 2007, 2010 et 2013, à l’instigation de la
Nous, les participants au Sommet de
Fondation ONCE ;
La Convention relative aux droits des
Montréal, déclarons notre intention de main-
personnes handicapées (ONU, 2006) ; The Catalunya 2020 Vision for Respon-
tenir notre concer tation afin de mettre en
sible Tourism : la Déclaration de Barcelone oeuvre, au niveau international et dans nos
La Déclaration de Takayama sur le déve-
(2013) ; pays respectifs, les Recommandations de
loppement des communautés de l’Asie-
Pacifique (UN Economic and Social Les congrès internationaux sur le tourisme
l’OMT en faveur d’un tourisme accessible
accessible tenus dans le Sud-Est de l’Asie à tous.
9Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
À cette fin, nous recommandons et soutenons Pour les autorités locales : les secteurs du tourisme et du commerce
les mesures suivantes : de détail.
7. Assurer, conformément aux principes de 16. Créer des « Destinations pour TOUS » afin
Pour les opérateurs et les intermédiaires du conception universelle et de développe- de permettre à tout visiteur de voyager
tourisme, du voyage et du transport : ment durable, que tout nouveau projet de sans obstacle, que ce soit pour le travail,
construction ou de rénovation d’un bâti- les études, pour recevoir des traitements
1. Tenir compte de l’opportunité d’affaires ment ou d’un lieu ouvert au public, ou médicaux, faire du bénévolat ou profiter
pour élargir leur marché en développant toute implantation ou développement d’un de ses vacances.
des produits et des services qui offrent service de nature publique, soient conçus
17. Établir une unité de gestion de la destina-
des expériences inclusives pour TOUS sans obstacle.
tion à l’intérieur des structures locales,
LES VISITEURS. Nous entendons par 8. Offrir des parcours piétonniers sans municipales et régionales en lui accordant
TOUS les visiteurs, toutes les personnes obstacle pour faciliter les traversées des les budgets et les mandats de coordina-
vivant avec un handicap ou nécessitant rues, ainsi que dans les espaces publics, tion et de soutien des efforts nécessaires
des conditions d’accès spécifiques, les aires commerciales et les parcs. au développement et à la promotion d’un
comme les personnes ayant des défi-
9. Assurer une offre de transpor t public tourisme durable, accessible et inclusif
ciences liées à l’âge, de même que les
adaptée pour les visiteurs à capacité dans les zones concernées, tout en
familles avec de jeunes enfants.
physique restreinte. coopérant avec les acteurs des secteurs
2. Appliquer les principes de concep- public et privé.
10. Exiger des entreprises de répar tition
tion universelle et suivre les directives
d’appels de taxi ou de limousine qu’elles
d’accessibilité dans la conception de Pour les gouvernements et les autorités
offrent aux personnes handicapées un
l’information et de la promotion pour les nationales :
service de transport sur appel équivalent
visiteurs (y compris sur les sites Internet),
à celui dont bénéficie la population en
ainsi que des services de transport, des 18. Faire des politiques de tourisme acces-
général.
installations et des services offerts aux sible et inclusif une des priorités des
visiteurs. 11. Élaborer des politiques mettant l’emphase
organismes nationaux de promotion et
sur la disponibilité de places de station-
3. Soutenir les gestionnaires et les employés de développement touristiques.
nement pour les personnes handicapées.
en offrant des possibilités de formation et 19. Inciter les institutions d’enseignement à
de sensibilisation sur les questions rela- 12. Adopter une politique de soutien pour les
intégrer des formations sur l’accueil de
tives à l’accessibilité et aux besoins des individus accompagnant les personnes
TOUT VISITEUR, ainsi que sur l’accessi-
personnes handicapées. handicapées dans leurs activités récréa-
bilité du cadre bâti.
tives ou culturelles, et dans les services
4. Respecter le Code volontaire de bonne 20. Favoriser la formation des employés de
de transport.
conduite de l’ENAT et le considérer première ligne des secteurs du voyage et
comme une occasion de développement 13. Sensibiliser les gestionnaires et les
du tourisme sur l’accueil et le service au
d’entreprise ainsi qu’un outil de gestion de employés du secteur privé quant aux
client en situation de handicap.
la relation avec les visiteurs afin d’assurer avantages d’avoir des établissements et
des services accessibles, et encourager 21. Recommander aux établissements offrant
des services de tourisme accessible de
le développement de programmes de des produits ou services, fournisseurs
haute qualité, appropriés et responsables
formation du personnel pour l’accueil de de services de transpor t compris, de
envers tous les visiteurs.
TOUT VISITEUR, qu’il présente un type de procéder à un examen de leur accès et
5. Collaborer avec les organisations de de leur prestation de services à la clien-
handicap ou ait des conditions d’accès
consommateurs, y compris les ONG tèle handicapée et à celle nécessitant
spécifiques.
représentatives de personnes handica- des conditions d’accès spécifiques, afin
pées, les personnes âgées, les jeunes et 14. Fournir les ressources nécessaires aux
d’éliminer tout obstacle physique et de
les familles avec de jeunes enfants, afin entreprises pour développer et diffuser les
faciliter la prestation de services pour
d’identifier les lacunes dans les services connaissances sur le tourisme accessible
cette clientèle.
touristiques et d’améliorer la qualité des et inclusif, ainsi que des outils permettant
la conception et l’amélioration de produits 22. Adopter des mesures fiscales afin d’in-
produits et services touristiques.
et services touristiques pour TOUS. citer les propriétaires des établissements
6. Participer aux réseaux d’affaires locaux, existants et les entreprises privées de
nationaux et multipartites afin de partager 15. Mettre en place un processus d’évalua-
transport à faire les travaux requis pour
les savoir-faire et d’améliorer les perfor- tion de la satisfaction client au niveau
rendre leurs établissements et leurs
mances dans le tourisme inclusif et des destinations, incluant des paramè-
services accessibles.
accessible, tout en apportant une contri- tres d’accessibilité, afin d’en faire un outil
d’apprentissage et de développement pour 23. Adopter la Norme ISO 21542 Construc-
bution positive à la durabilité de la commu-
tion immobilière – Accessibilité et
nauté d’accueil.
10Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
facilité d’utilisation de l’environnement d’assurer l’accessibilité minimale des associations internationales à publier
bâti en tant que standard minimal pour installations touristiques. leurs politiques et stratégies portant sur
la construction de nouveaux bâtiments 32. Adopter un mécanisme international de leur prestation de services aux personnes
(s’il n’existe pas de norme nationale plus certification sous la responsabilité d’auto- en situation de handicap ou nécessitant
élevée), et surpasser cette norme dans la rités internationales compétentes ayant un des conditions d’accès spécifiques, afin
mesure du possible. mandat de certification clair, en consul- de créer un environnement au sein duquel
24. Adopter les prescriptions minimales tation avec l’industrie du tourisme et les le changement peut survenir.
établies par la communauté internationale organismes représentant les personnes 39. Recommandent à l’European Network
pour la certification de l’accessibilité des handicapées et autres organismes for Accessible Tourism (ENAT) de coor-
établissements touristiques et culturels, connexes, dans le but de certifier l’acces- donner et préparer une proposition pour
ainsi que de leur environnement. sibilité des installations touristiques. un réseau mondial ou une association
25. Promouvoir des lignes directrices de 33. Accréditer des organisations nationales mondiale pour le tourisme accessible
conception universelle de l’information ou locales pour évaluer et certifier l’ac- auquel toutes les par ties intéressées
des services touristiques. cessibilité des établissements touristiques pourront se joindre et participer dans le
et culturels sur la base des critères de la but de mettre en œuvre les objectifs mis
26. Adopter les directives sur l’accessibi-
certification internationale. de l’avant par cette Déclaration.
lité du contenu Web (WCAG version
2.0 est recommandée) pour tout site 34. Encourager l’Organisation internationale Une telle organisation internationale
Internet public et encourager leur usage de normalisation (ISO) à rendre la Norme devrait :
par tous les opérateurs et intermédiaires ISO 21542 accessible gratuitement sur le a. Encourager l’innovation dans les
du secteur du tourisme, afin d’assurer Web, afin d’en faciliter une diffusion et une services touristiques et les environne-
l’accès à l’information en ligne à tous les utilisation plus larges, étant donné l’im- ments pour tous, avec l’objectif d’at-
visiteurs, y compris ceux vivant avec un portance de ces standards pour l’inclu- teindre des normes de qualité élevées
handicap physique ou sensoriel. sion sociale des personnes en situation afin d’assurer l’accessibilité des lieux,
27. Promouvoir l’introduction d’exigences en de handicap et celles nécessitant des ainsi que la sécurité et le confort des
termes d’accessibilité dans les appels conditions d’accès spécifiques. visiteurs ;
d’offres de biens et services, ainsi que 35. Inciter les États membres du « Facili- b. Refléter les objectifs de ses membres ;
dans l’aménagement des transports et tation Panel » issu de la Convention de c. Poursuivre l’objectif d’un environne-
des établissements publics. Chicago sur le transport aérien à adopter ment commercial et réglementaire
28. Établir un suivi efficace et des méca- les recommandations de l’OACI sur positif ;
nismes de vérification dans le but d’as- l’accès des personnes handicapées au
d. Agir en tant que point référence
surer une mise en oeuvre efficiente des transport aérien, notamment à l’égard de
mondial pour la promotion d’un
exigences d’accessibilité de la part des l’aménagement des cabines d’avions et
Tourisme Accessible, Inclusif, et des
fournisseurs de services touristiques aux de la disponibilité de toilettes accessibles
Destinations pour tous.
niveaux national et international. à bord.
40. Reconnaissent que beaucoup de progrès
29. Promouvoir les possibilités d’emplois 36. Rendre disponibles sur le Web des infor-
ont été faits en matière d’accessibi-
et d’entreprenariat dans le secteur du mations sur les bonnes pratiques et des
lité mais que davantage d’efforts sont
tourisme pour les personnes en situation documents per tinents concernant le
nécessaires, en concertation, pour créer
de handicap. tourisme accessible.
un Monde pour tous.
37. Inviter l’Organisation mondiale du
Sur le plan international : tourisme à recevoir les présentes recom- Le texte préliminaire de la présente Déclaration
mandations et à les transmettre au Comité a été distribué aux participants du Sommet
30. Inciter les organisations régionales mondial d’éthique du tourisme, organisme mondial Destinations pour tous, examiné en
et internationales à se conformer aux indépendant en charge du suivi de la mise atelier, discuté et adopté en session plénière.
standards d’accessibilité dans tous les en œuvre du Code mondial d’éthique du
produits et services touristiques, en tourisme, afin d’en évaluer le potentiel et
Signatures : voici le lien pour signer
travaillant avec l’industrie du tourisme éventuellement les soumettre à l’Assem-
la Déclaration Un monde pour tous :
et ses parties prenantes, y compris les blée générale de l’OMT.
organismes de personnes en situation de
www.destinationspourtous2014.com/fr/
handicap et ceux de personnes nécessi- Enfin, les participants au Sommet mondial
declaration
tant des conditions d’accès spécifiques. Destinations pour tous :
31. Encourager l’application de la Norme ISO Note : La version anglaise est le texte officiel
21542 dans le secteur du tourisme, afin 38. Exhortent les entreprises, les autorités adopté en conclusion du Sommet.
locales, les organes nationaux et les
11Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
A World for everyone
Declaration from the World Summit
Destinations for All, Montreal, 2014
Having met in Montreal, Canada at the World Pacific (UN Economic and Social Commis- The series of International Congresses on
Summit Destinations for All, from October 19 sion for Asia and the Pacific (ESCAP, 2009) ; Accessible Tourism held in South-East Asia
to 22, 2014, we, as women and men from The ISO Standard 21542:2011, Building
in 2005, 2007, 2009, 2011 and December
various countries and regions around the construction - Accessibility and usability 2014 ;
world, including professionals, representa- of the built environment providing a global The report and call for action Access to
tives of NGOs and various sectors of civil reference for the design of buildings Culture 2012, by the European Blind Union ;
society, universities, international and multi- including tourism infrastructure (2011) ; The Vision and Action Plan 2011-2015,
lateral agencies, and employees of government
The Italian Manifesto for the Promotion of
“Way Forward” of the World Federation of
institutions, we hereby agree to the following
Accessible Tourism (2011) ; the Deaf ;
Declaration:
The World Report on Disability concluding
The Proposed Model Regulations for
Recognizing the impor tant contributions that more than 1 billion people worldwide Accessible Taxicabs and For-Hire Vehicles
made to the development and promotion of live with a disability (World Health Organiza- (International Association of Transportation
Tourism and Destinations for All, (including tion 2011) ; Regulators, 2014) ;
for persons with disabilities, seniors, families The 5 th International Conference on
The Proposal of The Open Working Group
and other visitors), and understanding that Responsible Tourism in Destinations for Sustainable Development Goals
local citizens are the first to benefit from such addressing Access to All (ICRT, Canada, produced at the 13th session of the UN
efforts, including the following key initiatives: 2011) ; General Assembly which contains the goal
The relevant Standards and Recom-
to « Make cities and human settlements
The Declaration on the Rights of Disabled
mended Practices of Annex 9 - Facilitation inclusive, safe, resilient and sustainable »
Persons (UN, 1975) ; to the Convention on International Civil (OWG, August 2014) ;
The Principles of Universal Design, Version
Aviation (Chicago Convention, 1944) and The international cooperation effort under-
2.0. Raleigh, NC: Nor th Carolina State the Manual on Access to Air Transport by taken by UNWTO, ENAT, ISTO, the ONCE
University, The Center for Universal Design Persons with Disabilities (International Civil Foundation, the World Centre of Excel-
(1997) ; Aviation Organization, 2013) ; lence for Destinations (CED), Kéroul, and
The Global Code of Ethics for Tourism
The UNWTO Recommendations on Access-
the numerous participants of the World
(UNWTO, 1999) ; ible Tourism, developed with the support Summit Destinations for All, being
of the ONCE Foundation and the European committed to pooling their expertise for
2010: A Europe Accessible For All (Euro-
Network for Accessible Tourism (ENAT) the benefit of the international community ;
pean Commission, 2003) ;
(UNWTO, 2013) ;
The Rio Charter on Universal Design for
We, the participants of the Montreal Summit,
Sustainable and Inclusive Development The series of International Congresses on
hereby declare our intention to maintain our
(2004) ; Tourism for All, organised and hosted in
cooperation at the international level and in our
Spain by ONCE Foundation in 2004, 2007,
The Convention on the Rights of Persons
respective regions and countries to support
2010 and 2013 ;
with Disabilities (UN, 2006) ; and monitor the implementation of the UNWTO
The Catalunya 2020 Vision for Responsible
Recommendations on Accessible Tourism.
The Takayama Declaration on the Develop-
Tourism: the Barcelona Declaration (2013) ;
ment of Communities-for-All in Asia and the
12Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
To this end, we recommend and support the 8. Provide pedestrian pathways without For the governments and national authorities:
following measures: obstacle to facilitate crossings of streets
and in all public spaces, retail areas and 18. Make accessible, inclusive tourism policy
For tourism, travel and transportation oper- parks. a priority of national tourist boards.
ators and intermediaries: 9. Ensure supply of public transport suitable 19. Encourage educational institutions to
for citizens and visitors with disabilities. incorporate training on the welcome
1. Seize the business opportunity to widen and service to ALL visitors, and on the
10. Require that taxi and limousine dispatch
the market base by developing products accessibility of the built environment and
companies to provide transpor tation
and services that provide inclusive experi- facilities.
services for persons with disabilities
ences for ALL visitors. In this context,
equivalent to those enjoyed by the general 20. Promote the training of frontline staff in
ALL visitors means people with disabil-
public. the travel and tourism sectors on the
ities and those with specific access
11. Develop a policy including enforcement reception and delivery of services to ALL
requirements, as well as, seniors with
provisions regarding the parking spaces visitors.
age-related impairments and access
requirements and families with small for persons with reduced mobility. 21. Urge institutions providing public goods
children. 12. Adopt a support policy for individuals or services, including transpor tation
accompanying persons with disabilities providers, to conduct a review of their
2. Apply the principles of Universal Design
in their recreational and cultural activities, accessibility and their service delivery to
and follow accessibility guidelines in
and in transport services. visitors with disabilities and others with
the design of visitor information and
specific access requirements, in order to
marketing (including Websites), trans- 13. Support efforts to raise awareness and
eliminate barriers and facilitate the provi-
portation, facilities and services. educate business owners, managers
sion of services to this clientele.
3. Build the capacity of managers and staff and staff on the advantages of providing
accessible facilities and services and 22. Adopt fiscal measures to encourage
by providing training oppor tunities in
encourage the introduction of staff the owners of existing institutions and
accessibility and disability awareness.
training programmes on catering to ALL private transport companies to do the
4. Observe the voluntary ENAT Code of Good work required to make their facilities and
visitors with different types of disabilities
Conduct as a business development and services accessible.
and access requirements.
visitor relationship management tool for
14. Provide resources to the business 23. Adopt the ISO Standard 21542 Building
ensuring high quality accessible tourism
community for the development and construction - Accessibility and usability
services and appropriate care and respon-
dissemination of knowledge about of the built environment as the minimum
sibility towards ALL visitors.
accessible, inclusive tourism and tools for requirement for new buildings (where no
5. Engage with consumer organisations stricter national standard exists) – and go
the design and improvement of tourism
including disabled persons organizations, beyond this standard whenever possible.
products and services for ALL.
senior citizens, youth and families with
15. Establish destination-level monitoring of 24. Adopt the minimum requirements estab-
small children, to identify gaps in tourism
visitor satisfaction, including accessibility lished by the international community for
service provisions and to improve the
parameters, as a learning and develop- certification of the accessibility of tourist
quality of tourism products and services.
ment tool for the tourism and retail or cultural institutions and buildings.
6. Participate in local and national business
sectors. 25. Promote guidelines for the universal
and multi-stakeholder networks to share
16. Create “Destinations for ALL” enabling design of information for tourism services.
know-how and improve performance
in accessible, inclusive tourism, while all visitors to enjoy travel, whether for 26. Adopt the international Web Content
making a positive contribution to the business, educational, medical treatment, Accessibility Guidelines (WCAG – ideally
sustainability of the host community. volunteering or leisure purposes, without version 2.0) for all public websites and
hindrance. encourage their use by all tourism oper-
For the local authorities: 17. Establish a Destination Management ators and intermediaries, so as to ensure
function within the structure of the access to online information for ALL
7. Ensure that in any new construction or local municipal / regional authority with visitors, including those with physical
renovation of a building or public space, a budget allocation and a mandate to and sensory disabilities.
or in introducing a public service develop- coordinate and support efforts to develop 27. Promote the introduction of accessibility
ments are designed, according to the prin- and promote sustainable, accessible requirements in public procurement of
ciples of Universal Design and sustainable and inclusive tourism in the corres- goods, services, transport and infrastruc-
development. ponding territories, working in cooper- ture works.
ation with businesses and public sector
stakeholders.
13Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
28. Establish effective monitoring and compli- 21542 freely available on the Web to 39. Urge ENAT to coordinate and prepare a
ance mechanisms to ensure the effective facilitate its wider dissemination and proposal for a Global Network or a World
implementation of accessibility require- use, given the importance of these stan- Association for Accessible Tourism, in
ments by tourism service providers to the dards for the social inclusion of persons which all interested parties could join and
local, national and international levels. with disabilities and other with specific take part in order to pursue the objectives
29. Promote employment opportunities and access requirements in all aspects of life, outlines in the Declaration.
entrepreneurship for persons with disabil- including travel and tourism. The global association should:
ities in the tourism sector. 35. Encourage Member States of the Facili- a. Seek to foster innovation in tourism
tation Panel from the Convention on services and environments for all with
For international stakeholders: International Civil Aviation (Chicago the aim of achieving high quality stan-
Convention) to adopt the ICAO recom- dards to ensure accessibility, safety
30. Urge the competent regional and inter- mendations on access for persons with and comfort of visitors ;
national organizations with standardiza- disabilities in air transport, especially with
b. Reflect the scope of its members’
tion mandates to mainstream accessibility regard to the design of aircraft cabins and
interests ;
standards in all tourism products and the availability of accessible on-board
services, working with the tourism toilets. c. Pursue the goal of a positive business
industry and stakeholders, including the and regulatory environment and
36. Make information on good practices and
organizations of persons with disabil- relevant documents concerning access- d. Act as a global focal point for the
ities and others with specific access ible tourism available on the Web. promotion of Accessible, Inclusive
requirements. Tourism and Destinations for All.
37. Invite UNWTO to receive the present
31. Encourage the implementation of ISO recommendations and to transmit them 40. Recognize that a lot of progress has been
Standard 21542 in the tourism sector to the World Committee on Tourism made in accessibility but that more needs
ensuring the minimum accessibility of Ethics, the independent body in charge to be done, and to be done together, to
tourism facilities. of monitoring the implementation of the create a World for everyone.
32. Pursue an international cer tification Global Code of Ethics for Tourism, for
mechanism overseen by a competent consideration and potential submission The draft text of the Declaration was distributed
international body with a clear certifica- to the UNWTO General Assembly. to participants at the World Summit Destina-
tion mandate, in consultation with the tion for All, discussed in workshops, debated
tourism industry, DPOs and other related Lastly, for the participants of the Montreal and adopted in a plenary session.
bodies, to cer tify the accessibility of Summit :
tourism facilities. Signatures: Here is the link to sign
33. Accredit national or local organizations 38. Urge enterprises, local authorities, the Declaration A world for Everyone :
to assess and certify the accessibility national bodies and international associa-
of tourism related establishments on the tions to publish their policies and strat- www.destinationsforall2014.com/en/
basis of the criteria of the international egies regarding their provision of services declaration
certification mechanism. to persons with disabilities and other with
specific access requirements to create Note: The English version is the official text adopted
34. Encourage the International Standards in the conclusion session of the Summit.
an environment within which change can
Organization to make the ISO Standard
happen.
14Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
Appendix 2
ARTICLE KEROUL V3F DC2.qxp_V3F DC2 01-09-2016 2016-09-01 14:46 Page1
Tourism for All
Prepared by Kéroul*
©ADM Aéroport de Montréal
According to the World Tourism Organization (UNWTO),
tourism is one of the largest and fastest-growing eco- The baby boomer generation as the catalyst:
nomic sectors in the world. Despite occasional shocks, • Prominent by size, level of education, purchasing
international tourist arrivals have increased from 25 million power and propensity to claim.
globally in 1950 to 1.2 billion in 2016. It should reach 1.8 bil-
• Desire and financial means to travel after retirement.
lion by 2030.
• Retired boomers will control 50 per cent of total
A growing number of these travelers are, and will be, from
tourism spending and 40 per cent will have some
an older generation and/or with a disability. form of disability; by 2020, 25 per cent of worldwide
tourism spending will be by persons with a disability.
Air transport needs to adapt to an aging
population
• The World Health Organization (WHO) says life Fundamental Rights and International
expectancy in Western societies increased by Commitments
22 years since the 50's. The Declaration on the Rights of Disabled Persons was
• 810 million people are 60 or older. adopted some 40 years ago already, while the United Na-
• In the U.S. alone, the 65 and older group will double tions Convention on the Rights of Persons with Disabilities
by 2040 and represent 20 per cent of the total calls for States to treat people with disabilities “…on an
population (U.S. Census Bureau). equal basis with others, [with access] to the physical en-
vironment, to transportation, to information and commu-
• Worldwide today, almost one person in ten is over
nications, (…) and to other facilities and services open or
60. By 2050, it will be one in 5.
provided to the public, both in urban and in rural areas.”
• According to WHO, where life expectancy is over 70, (Article 9)
individuals live on average eight years with a
disability.
ICAO STATES TODAY AND TOMORROW
15Kéroul Brief as Part of the Government of Canada’s Consultations on Accessibility Legislation
ARTICLE KEROUL V3F DC2.qxp_V3F DC2 01-09-2016 2016-09-01 14:46 Page2
4) Lack of information of staff on the ground and in the
air concerning persons with disabilities. All staff in contact
with travelers should be trained in dealing with persons
with any kind of disability – motor, auditory, visual, intel-
lectual and perhaps social/emotional.
5) People with mobility impairment too often arrive at
destination with their mobility aid (wheelchair and others)
damaged. Mobility aids today are more sophisticated and
adapted to personal needs. They often need special at-
tention. Handling procedures should be revised and up-
dated.
6) Airport information desks and/or airline counters for
people with disabilities are not standardized or easily iden-
tifiable. Counters should be adapted to the right height
and easy to locate.
7) Finding information about accessible services offered
at airports is often difficult. All airports should have such
information readily available, in multiple formats and on
“Freedom to Move”
the Internet.
Much progress has been made in recent years by the air
transport sector to improve services to persons with dis-
abilities. Nevertheless, remaining obstacles represent a The 2016 World Tourism Day –“Tourism for All,
significant deterrent for people with disabilities to opt for promoting universal accessibility”
air travel. They appear below, along with related recom- In his address to the 2016 World Tourism Day, which takes
mendations: place every year on 27 September, the Secretary General
1) Access to toilets on board aircraft and current size of of the World Tourism Organization, Mr Taleb Rifai, empha-
facilities is the #1 obstacle. Toilets should be larger and sized that:
adapted. No one should suffer the humiliation of having
to use the toilet while leaving the door open. ICAO’s "Man- “Accessibility for all should therefore be at the heart
ual on Access to Air Transport by Persons with Disabili- and at the center of tourism policies and business
ties" recommends that airplanes have to be equipped with strategies. (…)
accessible toilets. (Chapter 9, Aircraft, Aircraft Accessible
Features, section 9.1 and 9.2.) We thus urge all countries and destinations, as well
as the industry stakeholders, to promote accessibility
2) People with mobility impairment are assigned regular for all in the physical environment, in transport
seats. This makes access and transfer to seats more dif- systems, in the information and communications
ficult. It forces other passengers to climb over the disabled channels.”
passenger to leave his/her seat. It is also an important
safety issue. Seats should be allocated in more accessible
locations, with more legroom to facilitate transfers and
easier access to toilets.
3) Standard wheelchairs cannot be used in aircraft. An
adapted, universal model should be developed and avail- * Kéroul, a Montréal community based organization, was founded
in 1979 and is devoted to the development of accessible tourism
able on all aircraft. This would provide optimum flexibility
for all. Its main activities are the evaluation of accessibility of tourist
for passengers and operators when booking a flight or in
establishments, training of front-line staff and promotion of
cases of last-minute substitution of aircraft.
accessible travel throughout Québec. Kéroul organized the 1st World
Summit Destination for All held in Montréal in 2014, with the
collaboration of the UNWTO.
ICAO STATES TODAY AND TOMORROW
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