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New York State Independent Living Council (NYSILC)
Disability Travel Survey 2008
Joseph Adler, Report Narrative
Patty Black, Survey Design & Implementation
Brad Williams, Methodology, Implementation & Report Attachments
October 27, 2008
In June 2008, the Travel Subcommittee of the New York State Independent Living Council (NYSILC) asked members of each Independent Living Center (CIL) and other interested stakeholders to complete a survey of their travel needs on Survey Monkey. This survey consisted of twenty-seven questions in the areas of personal and background information, consumer travel profiles and preferences (including accessibility needs) rating of overall travel experiences in New York State and a question assessing the likely impact of increased fuel costs upon future travel plans. See Attachment I for a copy of the Survey Instrument.
There were three hundred twenty one (321) responses to the survey including responses from people from different areas of the state. It should be noted that many individuals did not respond to questions number 14, 16, and 23 – 25 for reasons which are not entirely clear. It appears that some people skipped questions such as the availability of appropriate Braille signage, which inquired about accessibility features which they did not need.
The first two questions pertained to the respondent’s disability or his-her relationship to a person with a disability. Slightly more than two-thirds of the respondents (67.8%) were persons with disabilities. Of these, the Mobility Impaired fifty-nine percent (59%) comprised the largest group of responders. Seventeen percent (17%) were Blind or Visually Impaired, more than one quarter (25.6%) had a Cognitive Impairment – Learning Disability, eighteen percent (18%) a Mental-Emotional Illness and nearly ten percent (9.8%) were Deaf/Hearing Impaired.
The second part of the survey assessed individual travel patterns. Seventy three percent (73%) reported taking one to five overnight trips per year while nearly seventeen percent (16.8%) traveled overnight between six and ten times. The lowest figures obtained were for those traveling eleven to fifteen times - four percent (4.8%) and more than sixteen times-six percent (5.7%).
Vacation/Leisure Travel was the most common reason given for staying at a hotel/motel for sixty eight percent (68.4%), with more than a third, thirty four percent (34.2%) reporting business travel, and nearly eight percent (7.9%) for travel to medical appointments.
The next question pertained to the average amount of money spent yearly on travel. Nearly half of those surveyed reported spending less than one thousand dollars ($1,000) per year, with twenty five percent (25.1%) spending between two hundred and five hundred dollars ($200 - $500). Significantly, nearly fourteen percent (14%) reported spending more than twenty five hundred dollars ($2,500) on Travel.
The most popular travel destinations were New York City, nearly forty percent (39.5%) and the Capital Region-Saratoga thirty five percent (35%), the Adirondacks, twenty five percent (25%) and the Finger Lakes twenty nine percent (29%).
More than half of the sample reported staying at mid-priced hotels/motels, fifty four percent (54%), while nearly as many used economy lodging, forty eight percent (48.4%).
Fully three quarters of the respondents traveled by private automobile, sixty eight percent (67.7%) or Accessible Van seventeen percent (17.2%). Bus was the mode of transportation utilized by thirteen percent (13.8%) with seventeen percent (17.6%) traveling by Train. The remainder of the people in the sample utilized Air Travel, seven percent (7.2%), Taxi-Car Service five percent (5.6%), Subway/Ferry five percent (5.6%) and Automobile Rental five percent (5%).
More than half of those surveyed, fifty one percent (51%) identified the lack of accessibility or accessible features as their biggest challenge or problem when traveling throughout New York State. Lack of accessible public transportation was cited by thirty nine percent (39.2%), while lack of access to local attractions, shopping, restaurants, etc. was noted by thirty two percent (32.6%). Thirty four percent (34.4%) experienced difficulty in communicating their needs, upon arrival at the front desk and/or accessing housekeeping, room service, food service, etc. A lower but significant percentage of people, thirteen percent (13.4%) had difficulty making reservations.
The next topic surveyed was the preferred method of making hotel-motel reservations. Fifty five percent (55.1%) of travelers with disabilities chose to call the hotel/motel directly, forty six percent (46.2%) reserved online, approximately one third, thirty two percent (32.2%) utilized the toll-free number, while four percent (4.5%) reserved through a travel agent.
A large majority of travelers, seventy two percent (72.2%) identified their most important lodging need as being able to select a clean, safe and comfortable room, while more than a third, thirty seven percent (37.3%) cited cost as the most important consideration, followed closely by thirty two percent (32.6%) who chose location of the facility as their most important consideration.
When asked what influenced their decision about where to stay, location, seventy six percent (76.3%) trumped all other considerations, including Accessibility-Accessible, fifty nine percent (59.4%) Cost, seventy five percent (75.3%) Room-Type thirty eight percent (38.8%) Proximity to shopping, sports sights, cultural facilities, etc. fifty three percent (53.8%) Accessible Pool eighteen percent (18.4%) and Accessible Recreation Room ten percent (10%).
Significantly, when asked if they would utilize a specialized website (if available) to assist travelers with disabilities in finding and making reservations, nearly nine out of ten respondents (89.9%) replied affirmatively.
Participants in the survey were also asked to name their preferred lodging or hotel/motel chain, without being offered suggested names. About two thirds of those polled answered this question, choosing a total of twenty five places of lodging, with no clear favorite.
Only about seventeen percent (16.9%) of the respondents stated that staff at their place of lodging made them aware of emergency evacuation procedures appropriate to their disabilities. Those traveling with an attendant were nearly divided in their preference for staying in connecting rooms, fifty three percent (53.8%) or in the same room, forty six percent (46.2%). Fifty five percent (55.3%) preferred to stay in rooms having two beds, while forty four percent (44%) preferred rooms with one bed.
Fully two thirds (67%) of those polled reported that they required a refrigerator for medication or special foods.
Participants were also asked to choose from a provided list containing common accessibility features which applied to their special needs: Parking, seventy one percent (71%) Ramp/Curb-Cuts, seventy percent (70.4%) Automatic Door Entrances, seventy percent (70.8%) Maneuvering Space, sixty two percent (62.5%) Grab Bars, sixty nine percent (69.8%) Roll-In Showers, forty four percent (44.4%) Accessible Shuttle Service, fifty eight percent (58.7%) and Special Signage seventy percent (70.3%).
Just under one half of the participants, forty eight percent (48.1%) confirmed that prominent and relevant Signage was available throughout the facility, while fifty one percent (51.9%) replied in the negative to this question. It should be noted, however, that two hundred fifteen (215) of three hundred twenty one (321) respondents skipped this question.
Another question addressed the availability of text and/or hearing aid compatible phones. Of the ninety five (95) participants who answered this question, thirty one percent (31%) replied yes, and sixty eight percent (68%) replied no.
The next question addressed staff training (or lack of training) regarding the use of service animals, Braille, and Assisted Devices, and the ability of staff members to assist travelers in the use of these special aides. More than two thirds of those polled skipped this question. Of those who responded, forty seven percent (47.4%) said yes while fifty two percent (52.6%) said no.
The next question pertained to the appropriate display of Braille signage. Sixty four percent (64.8%) responded negatively and thirty five percent (35.2%) replied affirmatively. It is noted, however, that two hundred twenty four (224) persons skipped this question, as compared to ninety seven (97) who responded.
Seventy three percent (73%) of those polled felt that the written information provided by the hotel/motel was easy to understand, while twenty seven percent (27%) said it was not.
The next question asked whether the hotel/motel staff was patient and willing to explain things in an understandable manner. Eight five percent (85.2%) responded yes and fourteen percent (14.8%) responded no.
Ninety percent (90.5%) of the travelers felt that their overall travel experiences were positive and nine percent (9.5%) reported overall negative experiences.
Finally, the travelers were asked whether they thought the cost of fuel would affect their future travel plans. Seventy nine percent (79.3%) responded yes and twenty percent (20.7%) responded no.
Summary of the Main
Findings
· More than one half of those polled, fifty four percent 54.1% stayed in mid-priced hotels/motels, with nearly eighty five percent traveling by either private automobile 67.7% or accessible van 17.2%.
· The biggest challenges faced by the travelers, of whom nearly six in ten (59%) were mobility impaired were: Lack of accessibility or accessible features at the facility 51.5%, lack of accessible public transportation 39.2%, difficulty communicating their needs to staff 34.4%, and lack of access to local shopping, sports sites, cultural facilities, etc. (31.4%).
· In selecting lodging within New York State, a large majority of those surveyed 72.2% listed clean, safe and comfortable lodging as their first priority. Location 32.6% and cost 37.3% were the next most important criteria.
· The accessibility features listed most frequently as needed were: Parking 71%, Ramps/Curb Cuts 70.4%, Automatic Door Entrances 70.8%, Appropriate Signage 70.3%, Maneuvering Space 62.5%, Grab Bars 69.8%, Roll-In Showers 44.4%, and Accessible Shuttle Service 58.7%.
· 64.8% of the ninety one persons responding to a question about appropriate Braille signage responded that it was lacking in their hotel/motel.
· 85.2% of the travelers reported that the staff at their place of lodging was patient and explained things in a way that could be understood.
· 89.9% of respondents would utilize a specialized website (if available) to assist travelers with disabilities in finding a hotel/motel and in making reservations.
· Overall, 90.5% of the respondents reported that their travel experiences in New York State were satisfactory.
· Finally, 79.3% of travelers responding stated that the cost of fuel would affect their future travel plans. (It is noted that the cost of fuel was rising steadily during the summer of 2008, when this survey was taken).
See Attachment II for a copy of the Response Summary Data to the survey questions.
Attachment I
Survey Instrument
1. Please select appropriate choice below:
· I am a person with a disability.
· I am a relative or companion of a person with a disability.
· I am an attendant.
2. What is the nature of your disability? Check all that apply.
· Mobility impaired.
· Blind or visually impaired.
· Cognitive impairment/learning disability.
· Mental/emotional illness.
· Deaf or hard of hearing.
3. How many overnight trips do you normally take within New York State per year?
· 1-5.
· 6-10.
· 11-15.
· 16+.
4. What is the most common reason you stay at a lodging facility or hotel/motel?
· Business/travel.
· Vacation/leisure travel.
· Medical.
5. What is the average amount of money spent on traveling per year?
· Less than $200.
· $201-$500.
· $501-$1,000.
· $1,001-$1,500.
· $1,501-$2,500.
· $2,501+.
6. Which destination and/or region of New York State do you most often travel to? (Check all that apply)
· Adirondack.
· Capital-Saratoga.
· Catskill.
· Chautauqua-Allegheny.
· Central Leatherstocking.
· Finger Lakes.
· Greater Niagara.
· Hudson Valley.
· Long Island.
· New York City.
· Thousand Islands.
7. What type of lodging facility or hotel/motel do you normally use?
· Economy.
· Mid-priced.
· Upscale.
· Luxury.
8. What is your most often used mode of transportation when you travel in New York State?
· Automobile rental.
· Private automobile.
· Accessible van.
· Bus.
· Train.
· Air travel.
· Taxi/car service.
· Subway/ferry.
9. Based on your experiences, what is the biggest challenge or problem(s) you face when traveling throughout New York State? (Check all that apply)
· Making reservations.
· Lack of accessibility or accessible features at the facility.
· Lack of accessible public transportation.
· Lack of access to local attractions, shopping, restaurants, etc.
· Communicating your needs such as upon arrival, staff, front desk, housekeeping, room service, food service, etc.
BOOKING INFORMATION
10. How do you prefer to make your hotel/motel reservations? (Check all that apply)
· Toll-free number.
· Web site.
· Travel agent.
· Call hotel directly.
11. What is the traveler’s most important need when selecting a lodging facility in New York State?
· Clean, safe, comfortable.
· Location.
· Cost.
12. If a website were available that specialized in finding and making reservations at accessible lodging facilities, would you use it?
· Yes.
· No.
13. What influences your decision on where to stay? (Check all that apply)
· Accessibility/accessible features offered.
· Location.
· Helpful staff/employees.
· Rate.
· Room-type.
· Accessible pool.
· Accessible recreation room.
· Proximity to other activities: ex. Shopping, sports sites, cultural facilities, etc.
14. What is your preferred lodging facility or hotel/motel chain when traveling in New York State?
15. Have hotels made you aware of emergency evacuation procedures appropriate to your disability?
· Yes.
· No.
Explain any exception:
16. If traveling with an attendant, do you prefer to stay in:
· The same room.
· Connecting rooms.
17. When you travel, do you require the use of a refrigerator for medication or special foods?
· Yes.
· No.
18. Is your room preference:
· One bed.
· Two beds.
19. Check the accessibility features that apply to your needs:
· Parking.
· Ramps/curb cuts.
· Automatic door entrances.
· Maneuvering space.
· Grab bars.
· Roll-in showers.
· Accessible shuttle service.
· Relevant signage (location of accessible exits, restroom, etc.).
DEAF OR HARD OF HEARING
20. Prominent and relevant signage available throughout the facility?
· Yes.
· No.
21. Text and/or hearing aid compatible phones available?
· Yes.
· No.
22. Staff trained to recognize the use of service animals, Braille and assistive devices and assist as needed?
· Yes.
· No.
23. Appropriate Braille Signage?
· Yes.
· No.
24. Written information provided by the hotel/motel that is easy to understand?
· Yes.
· No.
25. Hotel/motel staff patient and willing to explain things so you can understand them?
· Yes.
· No.
26. Would you state that your overall travel experiences in New York State were mostly:
· Positive.
· Negative.
Please explain:
27. Do you believe the cost of fuel will affect your future travel plans?
· Yes.
· No.
Please explain:
Attachment II
Response Summary Data
Total started survey: 321.
Total completed survey: 321 (100%).
1. Please select appropriate choice below:
· I am a person with a disability. (67.8%) (217)
· I am a relative or companion of a person with a disability. (33.1%) (106)
· I am an attendant. (2.8%) (9)
Answered question: 320.
Skipped question: 1.
2. What is the nature of your disability? Check all that apply.
· Mobility impaired. (59.0%) (180)
· Blind or visually impaired. (17.0%) (52)
· Cognitive impairment/learning disability. (25.6%) (78)
· Mental/emotional illness. (18.7%) (57)
· Deaf or hard of hearing. (9.8%) (30)
Answered question: 305.
Skipped question: 16.
3. How many overnight trips do you normally take within New York State per year?
· 1-5. (73.0%) (230)
· 6-10. (16.8%) (53)
· 11-15. (4.8%) (15)
· 16+. (5.7%) (18)
Answered question: 315.
Skipped question: 6.
4. What is the most common reason you stay at a lodging facility or hotel/motel?
· Business/travel. (34.2%) (108)
· Vacation/leisure travel. (68.4%) (216)
· Medical. (7.9%) (25)
Answered question: 316.
Skipped question: 5.
5. What is the average amount of money spent on traveling per year?
· Less than $200. (11.3%) (36)
· $201-$500. (25.1%) (80)
· $501-$1,000. (21.9%) (70)
· $1,001-$1,500. (16.0%) (51)
·
$1,501-$2,500. (12.5%)
(40)
· $2,501+. (13.8%) (44)
Answered question: 319.
Skipped question: 2.
6. Which destination and/or region of New York State do you most often travel to? (Check all that apply)
· Adirondack. (25.5%) (78)
· Capital-Saratoga. (35.3%) (108)
· Catskill. (9.5%) (29)
· Chautauqua-Allegheny. (6.9%) (21)
· Central Leatherstocking. (5.2%) (16)
· Finger Lakes. (29.7%) (91)
· Greater Niagara. (15.7%) (48)
· Hudson Valley. (13.1%) (40)
· Long Island. (16.7%) (51)
· New York City. (39.5%) (121)
· Thousand Islands. (15.7%) (48)
Answered question: 306.
Skipped question: 15.
7. What type of lodging facility or hotel/motel do you normally use?
· Economy. (48.4%) (153)
· Mid-priced. (54.1%) (171)
· Upscale. (7.6%) (24)
· Luxury. (1.3%) (4)
Answered question: 316.
Skipped question: 5.
8. What is your most often used mode of transportation when you travel in New York State?
· Automobile rental. (5.0%) (16)
· Private automobile. (67.7%) (216)
· Accessible van. (17.2%) (55)
· Bus. (13.8%) (44)
· Train. (17.6%) (56)
· Air travel. (7.2%) (23)
· Taxi/car service. (5.6%) (18)
· Subway/ferry. (5.6%) (18)
Answered question: 319.
Skipped question: 2.
9. Based on your experiences, what is the biggest challenge or problem(s) you face when traveling throughout New York State? (Check all that apply)
· Making reservations. (13.4%) (39)
· Lack of accessibility or accessible features at the facility. (51.5%) (150)
· Lack of accessible public transportation. (39.2%) (114)
· Lack of access to local attractions, shopping, restaurants, etc. (32.6%) (95)
· Communicating your needs such as upon arrival, staff, front desk, housekeeping, room service, food service, etc. (34.4%) (100)
Answered question: 291.
Skipped question: 30.
BOOKING INFORMATION
10. How do you prefer to make your hotel/motel reservations? (Check all that apply)
· Toll-free number. (32.2%) (101)
· Web site. (46.2%) (145)
· Travel agent. (4.5%) (14)
· Call hotel directly. (55.1%) (173)
Answered question: 314.
Skipped question: 7.
11. What is the traveler’s most important need when selecting a lodging facility in New York State?
· Clean, safe, comfortable. (72.2%) (228)
· Location. (32.6%) (103)
·
Cost. (37.3%)
(118)
Answered question: 316.
Skipped question: 5.
12. If a website were available that specialized in finding and making reservations at accessible lodging facilities, would you use it?
· Yes. (89.9%) (285)
· No. (10.4%) (33)
Answered question: 317.
Skipped question: 4.
13. What influences your decision on where to stay? (Check all that apply)
· Accessibility/accessible features offered. (59.4%) (190)
· Location. (76.3%) (244)
· Helpful staff/employees. (35.6%) (114)
· Rate. (75.3%) (241)
· Room-type. (38.8%) (124)
· Accessible pool. (18.4%) (59)
· Accessible recreation room. (10.0%) (32)
· Proximity to other activities: ex. Shopping, sports sites, cultural facilities, etc. (53.8%) (172)
Answered question: 320.
Skipped question: 1.
14. What is your preferred lodging facility or hotel/motel chain when traveling in New York State?
· Holiday Inn. (19.1%) (41)
· Marriott/Courtyard. (14.9%) (32)
· Hampton Inn. (5.6%) (12)
· Comfort Inn. (4.6%) (10)
· Other (17 other hotels). (24.6%) (53)
· No preference. (31.2%) (67)
Answered question: 215.
Skipped question: 106.
15. Have hotels made you aware of emergency evacuation procedures appropriate to your disability?
· Yes. (16.9%) (52)
· No. (83.1%) 255)
Explain any exception:
· Posted fire evacuation routes in rooms. (14.3%) (5)
· Random comments. (85.7%) (30)
Answered question: 307.
Skipped question: 14.
16. If traveling with an attendant, do you prefer to stay in:
· The same room. (46.2%) (85)
· Connecting rooms. 53.8%) (99)
Answered question: 184.
Skipped question: 137.
17. When you travel, do you require the use of a refrigerator for medication or special foods?
· Yes. (33.0%) (98)
· No. (67.0%) (199)
Answered question: 297.
Skipped question: 24.
18. Is your room preference:
· One bed. (44.7%) (134)
· Two beds. (55.3%) (166)
Answered question: 300.
Skipped question: 21.
19. Check the accessibility features that apply to your needs:
· Parking. (71.0%) (171)
· Ramps/curb cuts. (70.4%) (162)
· Automatic door entrances. (70.8%) (160)
· Maneuvering space. (62.5%) (135)
· Grab bars. (69.8%) (157)
· Roll-in showers. (44.4%) (83)
· Accessible shuttle service. (58.7%) (118)
· Relevant signage (location of accessible exits, restroom, etc.). (70.3%) (142)
Answered question: 262.
Skipped question: 59.
DEAF OR HARD OF HEARING
20. Prominent and relevant signage available throughout the facility?
· Yes. (48.1%) (51)
· No. (51.9%) (55)
Answered question: 106.
Skipped question: 215.
21. Text and/or hearing aid compatible phones available?
· Yes. (31.6%) (30)
· No. (68.4%) (65)
Answered question: 95.
Skipped question: 226.
22. Staff trained to recognize the use of service animals, Braille and assistive devices and assist as needed?
· Yes. (47.4%) (46)
· No. (52.6%) (51)
Answered question: 95.
Skipped question: 226.
23. Appropriate Braille Signage?
· Yes. (35.2%) (32)
· No. (64.8%) (59)
Answered question: 91.
Skipped question: 230.
24. Written information provided by the hotel/motel that is easy to understand?
· Yes. (73.0%) (100)
· No. (27.7%) (38)
Answered question: 137.
Skipped question: 184.
25. Hotel/motel staff patient and willing to explain things so you can understand them?
· Yes. (85.2%) (127)
· No. (14.8%) (22)
Answered question: 149.
Skipped question: 172.
26. Would you state that your overall travel experiences in New York State were mostly:
· Positive. (90.5%) (218)
· Negative. (9.5%) (23)
Please explain:
· 10 of 67 comments. (14.9%)
“Generally, hotel staff has been open and helpful when information provided prior to arrival.”
“While there’s been improvement in recent years, there’s still a long way to go.”
“With the exception of a couple negative experiences a few years ago, I have seen improvement and not had any problems in recent years.”
“Most of the time, there is not enough handicapped parking.”
“Limited handicapped lift van parking spots, rooms too small to properly accommodate wheelchair and medical supports.”
“Very limited public transportation.”
“For the most part, big chains more accommodating, smaller rural areas always non-existent.”
“I have found that public transportation is not always convenient nor are we given many options to choose from.”
“Transferring to an airplane seat is nearly impossible. It would be nice to stay in my wheelchair while on the plane. Because of this problem, I choose to travel by van.”
“Awareness of service animals, their needs, and the laws associated with them.”
Answered question: 241.
Skipped question: 80.
27. Do you believe the cost of fuel will affect your future travel plans?
· Yes. (79.3%) (222)
· No. (20.7%) (58)
Please explain:
· 10 of 109 comments. (9.2%)
“Being on total disability, the dramatic increase in gas prices has seriously curtailed travel plans.”
“Still need to attend doctor appointments – no choice involved here, unfortunately.”
“We will still travel as much as we can despite rising costs of everything.”
“No vacation this year.”
“We have already made our plans and we’re GOING!”
“What’s to explain? I live on Social Security, gas is $4.00+ a gallon, and my last van fill up was $107.”
“Travel within New York State is more convenient and less expensive than long trips elsewhere.”
“Majority of the time when I travel I make use of public transportation.”
“Costing more to just get to work, which cuts into travel dollars.”
“Busses, taxis, trains, and planes all need some sort of fuel to operate. I have already seen fuel process affecting many of these services.”
Answered question: 280.
Skipped question: 41.