I am taking a break at the halfway point through my Ten points to Accessible Information series. The series will resume soon.

New Zealand tourism has to do more than grudgingly meet minimum standards, or international visitors will not return, and they will tell others of their bad experiences.

Where is customer service?

I don’t often write about physical access as it is not my area of expertise. But a friend of mine recently had some difficulty with public transport after completing the Rail Trail. The reasons that were offered for the refusals to take her powered wheelchair on public transport reminded me of how much disabled people are still seen as a problem to be avoided rather than valued customers to be served like anyone else. The so-called number-eight wire mentality and the innovative ‘can do’ attitude beloved of kiwis was sadly lacking in this instance. Not to mention simply providing good old-fashioned quality service to a fare-paying customer.

Accessible tourism is becoming increasingly ‘business as usual’ abroad and we are being left behind. The Rail Trail is promoted as an iconic twenty-first century southern experience, but this won’t wash internationally if the infrastructure to support it is still in the dark ages.

Accessible tourism should be the norm

I decided to have a look around the Interweb to see what I could find about accessible tourism in New Zealand. I found a few specialist tour operators whose websites vary in the quality of their accessibility. I would rather see general tourism services applying accessibility principles, but good luck to those providers for offering an accessible service where it would otherwise be lacking.

There is also a good New Zealand-based Accessible Tourism blog which keeps a watch on the accessible tourism scene in NZ and keeps up to date with international developments. It recently reviewed a report Domestic Tourism Market Segmentation prepared for the Ministry of Tourism which recognises baby boomers as a market segment, But the report identifies disability as a barrier to travel and the blog says

“the report reinforces the idea that it is a person’s disability that is a barrier, rather than  environments such as inaccessible transport and accommodation that are disabling.”

Tourism Ministry out of touch

Oh dear. The Ministry should know of the New Zealand Disability Strategy and the UN Convention on the Rights of Persons with Disabilities (CRPD,) which NZ has ratified. Both of these take a different view of barriers.  The approach taken by the report explains a great deal

I checked for information on “accessible tourism” on the very modern New Zealand.com – where you would expect to find it. I found none. I then tried the Ministry of Tourism site which gave me seven search results of which the first six were totally irrelevant and the seventh took me to an uninformative page with a link to “travel information for those with special needs” which is actually on NewZealand.com listed under “key facts”.  This  left me utterly confused.

Why was it so hard to find? Because  “Travel information for those with special needs” s not what most disabled people would look for.

This outdated page is indicative of the attitude. It reads as if disabled people are inconvenient parcels that have to be conveyed from one place to another and put up with, not welcomed, or even accommodated, (sorry about the pun.)

No one in my wide NZ and international (travelling) networks is likely to feel that the term “special needs” is acceptable when the generally recognised term is accessible tourism. Other travellers might have ‘wants’ or even ‘desires.’ Someone else has arbitrarily decided that disabled people have ’special needs’ (for ’special’ read second class).

The tone of the page is grudging. It does not reflect an understanding of the audience. With inspiring headings such as

• Disabled Facilities
• Accommodation for the disabled
• Transport for the Disabled, and
• Food Allergies

it is hardly an enticing read.

The tourism market is growing and the potential customer base is ageing, and with that come higher rates of disability. In tough times we need to see the market as it is and behave accordingly.

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I have been a bit slack about my blog lately, partly because I have been away without access to email. A lot seems to have happened in the last few weeks. My time been particularly taken up with family.

Towards the end of September I spent time with my mother, returning to my rural roots in Canterbury. I took the guided tour around my brother’s new state-of-the-art dairy operation on land that would be as dry as a bone were it not for irrigation. It seemed so strange that I had to pinch myself to make sure this was really true and not a cold-induced hallucination. I wondered what our father would think. Growing up in a traditional Canterbury sheep and cropping farming family we had always scorned “cow cockies” But although Dad was deeply conservative when it came to the behaviour and dress standards of teenage daughters he was never closed-minded about new farming developments. I suspect he would approve.

On Sunday Mum and I went to church. But instead of attending the beautiful neo-gothic St Johns we drove to Lake Coleridge under the lee of Mt Hutt, (Maunga Whare) on a lowering gray day with snow on the tops. The service was a homely spring festival, belied by the temperatures which were distinctly mid winter. A small group of people in a semi-circle around a comfortably crackling fragrant wood fire in the little community hall sang hymns and said prayers which had been refreshingly rewritten for the rural congregation. So instead of “We plough the fields and scatter the good seed on the land” we sang, “We plough the fields with tractors, with drills we sow the land.” It was a delightfully informal service, with one reader being moved to pause and mutter darkly “we could do without them,” to a reference to possums.

The warmth of the service continued in a hospitable high country home nearby where I found myself discussing the inappropriateness of young disabled people living in rest homes and the finer points of web design over a substantial morning tea in an environment where the views from the windows were equaled by the artwork on the walls and a pleasing modern interior of a house that blended satisfyingly into the landscape.

From Canterbury it was a flying visit home to fling the merino out of my bag and substitute some light weight cotton and head off to Brisbane to join other family members for a short holiday. It was below ten degrees in rural Canterbury and hitting thirty in Brisbane! There was relaxing, shopping, swims in the apartment pool, some river trips and of course good eating and drinking, and catching up with a friend.

And then back to the coal face, with two days of workshops and meeting, and a good old freezing Wellington southerly. Just as well I am a tough southern woman!

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Our younger daughter is about to set off on her great OE in the footsteps of her sister.  I am a real wuss and cry each time one of them leaves home to go flatting, never mind leaving the country! I do admit to not missing the mess in the bathroom, the long hair in the shower plughole and the fussy eating. But they are very minor things in the scheme of things

I am happy to see her spread her wings and to pursue that right of passage for young Kiwis, I don’t know what it will be like to have both our daughters offshore and I dread it. Thank heavens for email, Facebook and skype. When I did my OE it was a aerogramme once a week and an occasional postcard if you were lucky. And you NEVER phoned home unless it was a life or death situation or you had completely run out of money which amounted to the same thing. But it will be hard not being able to hang out with and hug one of them at least.

Because I am thinking about them a lot more even than usual at present I have been reflecting on parenting, and for me that means reflecting on being a disabled parent. How fortunate I have been to have my girls. Unlike many disabled mothers I have had a supportive husband and family, and lovely plunket nurses. No-one ever questioned my right to be a mother, and I have never been in a position so precarious that the powers that be thought it necessary to take my children away from me simply because of my impairment and/or because I could not pay for the support I needed.

All of these things happen to disabled women everywhere. Sadly New Zealand has little support for disabled mothers beyond the services available for all women. They are not always the most supportive for disabled parents.

But our girls have been my best and most loyal supporters, even when they were little. They have never been ashamed of my impairment in front of their friends, (apart from the usual teenage stage of not wanting to be seen with their parents,) They have always accepted without question or negative comment my disabled friends, and even in the worst of teenage tantrums never showed resentment about the things I haven’t been able to do with or for them as they have grown up.

When they were little the dreaded “h” word “handicapped” was the equivalent of the dreaded “f” word, not to be uttered under any circumstances. They have even been known to rebuke their teachers for using it.

I have tried not to burden them with extra cares because of my impairment and was furious when a woman bus driver, after seeing my ‘blind’ bus pass said to one of them “now you look after your Mummy” She was only six! I wanted to say “I am the mother she is the child. I look after her!” but decided she wouldn’t get it.

So, my dear godwits fly away. Enjoy your freedom. Have fun and learn about the world but come back home before too long.

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I have been revelling in having more family around me than I have had for a long time. Both daughters were at home and we have family for the UK here as well. It has been full on socialising with good food and wine, and a bit of work squashed in around the edges.

Enjoying my family and holidaying with them have been responsible for the lack of posts over the last few weeks. We travelled around the North and South Islands mostly by car which was very cool for someone who doesn’t drive.

We stayed at motels ancient and modern and visited places as diverse as the Bay of Islands where the weather was warm and the sun shone, and Lake Wanaka where it rained, and many places in between.

We introduced our English rellies to tuataras and the summer pleasures of birds and bush at the Karori Wildlife Sanctuary and the culinary delight of Bluff oysters. Yum! Visitors are always a good excuse to sample great kiwi kai and wine! I will really have to start swimming again!

We tried the paddle steamer on the Wanganui or is it Whanganui river. The Waimarie is pleasantly slow and rather smutty – I mean coal smuts not the other kind. It was interesting to learn something about the history of the river, but I suspect it was sanitised.

Visiting the Govett Brewster gallery in New Plymouth was noisy and rather challenging with some very modern art – not quite sure about the continuous rounding up of the same mob of sheep, but I really like Len Lye’s work and look forward to visiting the planned Len Lye Centre one day. (The web site is hideous I have to say though.)

At the kiwi house at Otorohanga and I got closer to a large speckled kiwi than I have ever been to any kiwi! Another horrible web site.

We dove straight through Auckland (for once) and headed north to the Bay of Islands, stopping to see the huge graceful swamp Kauri carvings just outside Wellsford. The best bit for me though, was the Treaty Grounds at Waitangi. I understand that 80% of visitors are from overseas, yet there is so much of our own history there that I was very surprised by that figure. It is really worth a visit, and should be a ‘must do’ for all kiwis.

After all that, I took a flight to Christchurch with a change to some southern scenery. Omarama was our destination, with a call at Geraldine and Lake Tekapo on the way. The McKenzie County is just as breathtaking as I remember it, even with very little snow on the tops. Trees were beginning to turn; we ate salmon from the local salmon farm, watched our host and hostess water ski from their boat in late afternoon sunshine and spent an evening soaking steamily under the stars in a hot tub with scented wood smoke drifting lazily from the heating chimney. (They said they have an accessible tub and they are keen to attract older and disabled customers so check it out southerners.)

All good things must come to an end. Our UK rellies have gone home and our globe trotting daughter has set off on the next instalment of her OE, while the other one is immersed in work to save up for hers. Sadly I have no excuse now not to be working.

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I have been travelling quite a lot by air lately. Consequently I have heard the safety announcements fairly often. You know the one, with the instructions on the brace position and holding onto your ankles so your feet won’t leave the floor in an emergency. I was led to reflect on the seemingly ineffectual nature of such an activity when you are hurtling earthwards at a frightening pace after hearing about the Qantas plane dropping from the sky, causing panic and some severe injuries before being able to right itself. But I do keep my seat belt fastened which is probably all you can realistically do when the chips are down.

I also wonder how useful the equivalent economic brace positions adopted by governments around the world might be in the current economic maelstrom. As I watch my retirement savings diminish I hope they will have some effect.

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It is always a privilege to be able to hear disabled people share their stories. Last week I heard young disabled Samoan women take, for some of them, their first steps towards empowerment. It was sometimes sad and always moving but we managed to have a few laughs together as well.

As I said in my last blog the stories are similar the world over, I can identify with the pain and marginalisation expressed in each personal story. I also said in my last blog the differences are usually local and cultural angles, and of degree.

These young women told of being cared for by their families, but not being allowed out on their own, and being denied opportunities, such as going to school or having a job and being able to contribute to their families in the ways they wanted. Some cried as they told of painful instances of being cruelly treated by others in their communities.

Happily not all stories were sad. One young woman said she was not ashamed of being disabled, and that she had been able to achieve success in her life, and we celebrated that with her.

They all had dreams, the same dreams you would expect many young women to have. They wanted to be able to work, to party, to have boyfriends and ultimately have a family of their own. One expressed a longing to go to school.
I have just returned from Samoa, where I attended two disability conferences, the first a women’s forum. Never having visited before, I found Samoa to be laid back, hot and very clean and tidy. I don’t think I saw a scrap of rubbish anywhere, and the beautiful gardens were lush and colourful. Coming in from the airport when I got home I thought Wellington looked messy by comparison.

One meeting was held in one of the beautiful open fales, which allowed the air to circulate and a fairly comfortable temperature, while the other was held in a rather inadequately air-conditioned room.

Physical access in Samoa is minimal, as there are few footpaths and most buildings especially the churches I saw had lots of steps. There is still much to do also in terms of education, and support services. Sadly disabled people seem to be the last in line when it comes to inclusion in mainstream development aid, but I am pleased to see that NZAID has a good reputation and is funding small practical grassroots projects to help disabled people’s organisations.

Despite the, heat, the long hours of work, the usual tummy troubles, and almost being caught up in a near riot between warring schools, (over rugby) it was a great trip. We were there to help build capacity in Pacific disability organisations. We met some stunning people, and I hope we were of use to them.

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Next week I will be in Samoa for two conferences, the Pacific Disability Forum and an associated women’s meeting We will be focusing on human rights and the Convention on the Rights of Persons with Disabilities.

It will be good to have some sunshine to prolong our wonderful summer, but I am really looking forward to meeting disabled people from around the Pacific and talking to them about their issues. I am sure accessible information will be part of the picture. I am interested to know how inclusive development projects in general and information technology projects are, and how we can work together to make sure disabled people can increasingly participate in, and benefit from the development action.

I am also looking forward to talking to disabled women about their issues. I suspect they won’t be much different to ours, just a different angle.

It’s surprising how much work you have to do before going away for even a few days so this blog is very short. More on my return.

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Just time for a quick shop before heading for the airport and home. This week has been successful on a number of counts, not least the shopping!

But this has been more than a shopping expedition in sunny Sydney. It has been very rewarding to be able to attend the Asia Pacific Forum of Human Rights Institutions (NHRIs) twelfth annual meeting, hosted by the Australian Human Rights and Equal Opportunity Commission. I particularly valued the opportunity to contribute to the panel on disability rights and the Convention on the rights of Persons with Disabilities (CRPD) and encouraging to find other institutions, often in really difficult circumstances, prepared to travel the road to disability rights. Spending time among human rights professionals who are passionate about what they do, and focused on the issues is a good recharge of the batteries. It doesn’t mean that everyone agrees on everything, but it does mean that everyone is focused on human rights.

Great to have the conference in the same hotel we stayed in. Terrific hospitality – I can peel prawns very quickly and easily after so much practice! It was lovely to be welcomed to Australia by the people of the land, and to be part of the smoking ceremony which meant that the evil spirits would leave and we would be accepted among the local people. This was followed by an evening of song and dance with a blend of ancient and modern which was quite breathtaking. The harbour cruise was spectacular, and warmer than it would be on the Wellington harbour even in the middle of summer.

Also I got to catch up with some people I really like and respect who I met in New York during the Convention negotiations. It’s good to keep the international networks alive.

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The conference has finished and I am waiting to leave for the airport and reflecting on the experience. Long drives and early starts from hotel to venue, a vast and echoey exhibition hall, a handful of participants who are not Korean or Japanese, a day of variable workshops and interesting conversations, and an even longer drive home in rush hour traffic.

It is a luxury to have several days simply focusing on the Disability Rights Convention. Being able to encourage disabled people around the world to learn about and exercise their human rights has been enormously satisfying, and a far cry from working to get disability included in our own human rights legislation not so long ago.

The entertainment was good too – the amazingly elaborate and colourful court costumes, which I was told were very uncomfortable to wear. Korean music played on traditional and modern instruments by demure young ladies in traditional dress which was a fusion of traditional and modern. Lots of spicy Korean food.

We went shopping for amethysts with a charming and gracious hostess in the part of Seoul which is full of shops selling traditional fare and then wandered through a maze of intriguing lanes with little restaurants to a combined Buddhist temple and vegetarian restaurant run by a former monk who is famous for his local ingredients. Such a peaceful intimate place with gentle music, and interesting food served simply and elegantly, followed by a traditional performance. Sadly we couldn’t stay to the end.

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Yesterday was a bit of a mission. Heading off to Seoul for the World Assembly of DPI (Disabled Peoples’ International) meant the usual flight to Auckland, with a ‘just in time’ connection for my flight to Seoul. I asked for assistance to find my seat and said I needed assistance. This part is always a bit stressful. Will they give it in a way that is appropriate, not making me feel like some kind of total incompetent? The Korean people are gentle and courteous, and they never bully, unlike some.

All went well on the flight, albeit inconsistent. Things were identified on my tray, not really needed, but no direction to the emergency exit or assistance with the armrest controls – no one ever does that and it would be useful, or directions to the loo, not really needed for me but might be for other blindies or low visionaries.

On arrival though, it was a different story. I asked for assistance but there seemed to be no understanding at all so eventually I followed the last people off the plane and found my own way. Not too difficult it turned out but strange airports at the end of a long flight can be quite daunting, especially if they are crowded.

Despite promises there was no-one there to meet me. There was supposed to be an information desk, but it proved impossible to find. Finally after becoming distinctly hot and bothered, walking around a huge empty area with no visual clues I chanced upon an information desk with two young women, one of whom helped me find the desk, where they had no record of my arrival!

They did provide transport to the very comfy hotel where the room was fearsomely technological so by the time I worked out how to drive the lights and the shower it was pretty late and I was utterly had it.

A sense of deja vu also with the hotel getting my gender wrong, just like people used to in the UK in the seventies, and even worse my nationality, and yes you’ve guessed it, Australian.

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