Accessible Tourism Masterclass

Tuesday 1 May
9.00am - 5.00pm


Crowne Plaza Melbourne

1-5 Spencer Street, Melbourne

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Accessible Tourism Masterclass

Date: Tuesday 1 May

Time: 9am-5pm

Venue: Crowne Plaza Melbourne, 1-5 Spencer Street, Melbourne

Price: $280 pp inc GST

Includes: morning tea, lunch, afternoon tea, online training and face-to-face training

Accessible tourism is one of the most under-serviced sectors in travel, yet the latest research shows it has the potential to drive significant business growth for operators that understand the market.

  • The estimated spend in Victoria by travellers with a disability was $680.1 million (approximately 4 per cent of total domestic spend in Victoria), of which 80 per cent was overnight spend.
  • The estimated spend for travel party (including the person with a disability) was $1.7 billion (approximately 10 per cent of total domestic spend in Victoria), of which 79 per cent was overnight spend.

The main objective of this full day workshop is to improve your understanding of travellers with a disability, to enable you to personalise the experience, meet their needs and grow your share of this market. 

We will address any misconceptions you may have and demonstrate that being an accessible and inclusive tourism operator is a lot easier and more cost effective than you may think.

This workshop will:

  • Provide you with insights into different types of disabilities and the provision of services that they may require
  • Provide you with helpful product and service tools for this market
  • Assist you to effectively communicate your product offering to these visitors.

The workshop will cover:

  • The statistics: visitor numbers, demographics and economic benefits of visitors with a disability
  • Their needs: Understand the needs of this market throughout each stage of the visitor journey
  • The product: Simple product adaptations to become more inclusive
  • Best practice: Understand any legalities of service provision and give your staff confidence to best service all visitors with accessibility needs  
  • Learn from others: Hear from operators who have benefited from accessible tourism
  • Next steps: We give you the contacts and resources you need to get started on your own accessible tourism plan.


Martin Heng - Martin is the Accessible Travel Manager and Editorial Advisor at Lonely Planet. He's bringing his expertise to the day as our MC.

Nicole Healy - Tourism, Events and Visitor Economy branch, Creative and Visitor Economies. Nicole will share the key insights from the latest accessible tourism research revealing who are the travellers with accessibility needs and what are their biggest barriers to travel.

Chris Veitch - All the way from the UK, Chris Veitch is an independent consultant with significant and wide ranging experience in the field of accessible tourism. Chris will explain how to market your accessible tourism experiences effectively. He will also inspire you with case studies of best practice from around the world. 

Bill Forrester - Travability. Bill will focus on product development and how simple tweaks to your product offering can make a world of difference to the inclusiveness of your experience for travellers with a disability.

Greg Adkins, Travellers Aid. Greg will provide you with customer service training that gives you confidence to interact with and assist people with disability. This training will also provide an understanding of the legal responsibilities of service providers.

Business operators. Hear from a few key operators that are excelling in the provision of accessible tourism, with real examples of how they’ve adapted their  product to become more inclusive. They’ll answer any operational questions you may have.



Welcome and overview


Nicole Healy


Bill Forrester


Morning tea


Chris Veitch


Greg Adkins




Greg Atkins


Afternoon tea


Q&A with guests: Fiona Sweetman (Hidden Secret Tours), Margaret Shanahan (Dans Le Noir) and Michael Johnson (Moonlit Sanctuary) 

Thank you to our partners

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