Accessibility resources
In alignment with the Destination Management Plan Travel to a Thriving Future, Destination Queenstown (DQ) and Lake Wānaka Tourism (LWT) are supporting tourism businesses with resources on why and how to be more accessible for visitors with different needs - making Queenstown Lakes a more accessible destination.
What does accessibility mean for a visitor experience?
Accessibility is often thought of as wheelchair access, but it's much broader than that. Accessibility includes people with a wide range of needs, such as low vision, hard of hearing, arthritis or other mobility conditions, neurodiverse visitors, and older people who may need a bit more time or a place to rest.
No business can meet every access need perfectly, and that's okay. What matters is that you've thought about it: that you know where the gaps are in your experience, you're upfront about them, and you're doing what you reasonably can to deliver inclusive experiences.
Why is accessibility important in tourism businesses?
Creating inclusive, accessible visitor experiences isn’t just the right thing to do, it’s also smart business, unlocking a larger, loyal customer/visitor base, lifting conversion, reducing compliance risk, and strengthening brand trust and growth. Meeting diverse needs increases visitation, encourages longer stays, and generates positive word-of-mouth - boosting our region’s overall tourism success.
The size of the access tourism market
The accessible tourism market represents one of the fastest-growing and most valuable global sectors. With ageing populations, rising neurodiversity, and shifting consumer expectations, accessibility opens your doors to a growing market and helps ensure long-term success for your business and our region.
The MakingTrax Foundation has undertaken extensive research in this market and found the global accessible tourism market represents 25% of all tourism and is growing three times faster than other sectors. Estimated annual spending: €89 billion in the EU, US$58 billion in the US, and AUD$8 billion in Australia.
This market extends beyond travellers with disabilities to include seniors, people with temporary injuries, and those with invisible disabilities too, like hearing loss, low vision and arthritis. It's true value is often underestimated, as spending figures also include travel companions and support networks.
Accessibility in tourism 101 guide
This guide, created by the MakingTrax Foundation explains the benefits of improved accessibility in the tourism sector, with a key focus on understanding customers with disabilities - their unique needs, characteristics, and potential requirements and options for assistance.
KNOWING BEFORE GOING WITH AN ACCESS GUIDE
The main barrier to travel is not knowing what to expect. Access Guides empower customers by providing clear, accurate information about the accessibility of your business, helping customers understand what to expect before they visit. It does not imply that your establishment meets any specific accessibility standard. Instead, it outlines your current features, services, and potential barriers, allowing customers to assess how they might navigate your space.
WHY WRITE AN ACCESS GUIDE
Jezza Williams is Aotearoa's leading expert in Inclusive and Accessible Tourism. In this webinar, Jezza explains the size of the access market, what an access guide enables for businesses and the Adapting Aotearoa movement. With support from DQ, LWT and Tourism New Zealand (TNZ), access guides are an opportunity to support an inclusive destination. They don't require the business to change their infrastructure, but rather work with what they have and make that information readily available and transparent to a visitor with various accessibility needs.
Check out this example of an access guide for the Destination Queenstown Office.
How to write an access guide for your business
Even if you don’t consider your premises fully or partially accessible, the goal is to assess your current facilities and provide clear information to your customers, enabling them to make informed decisions. Follow this step-by-step guide on how to write an access guide for your business.
Host the Access Guide in a visible and easily accessible location on your website, ideally on a dedicated webpage.
Adapting Aotearoa training and support
Adapting Aotearoa is a movement transforming tourism in Aotearoa New Zealand - helping build trust with visitors, create inclusive experiences, and shape Aotearoa as the world's most inclusive adventure destination.
It is $250 to join and they provide practical, experience-led education grounded in how tourism actually operates. Covering:
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Accessibility principles, inclusive service, and what good practice looks like across your team.
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Sector specific training modules and access guide templates including: guiding, accommodation, transportation and hospitality.
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Advisory services and meetings.
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Appraisal & endorsement.
Adapting Aotearoa appraisal & endorsement
Once your Access Guide meets Adapting Aotearoa's standard, your business receives formal appraisal and MakingTrax endorsement - a signal to visitors, destinations, and the industry that inclusion is genuinely embedded in what you do.
Your business is then be listed on lnclusive Tourism Directory Access.ive and on your QueenstownNZ business listing. This feature will be available on Wanaka.co.nz listings at the end of 2026.
Access.ive - Inclusive Tourism Directory
Access.ive is a visitor facing platform that lists tourism businesses and their experiences that have been endorsed by Adapting Aotearoa. With a list of accessible and inclusive New Zealand businesses housed in one place, a visitor with unique access needs can plan with confidence and make the right itineraries for themselves.
Accreditation on your listing
In addition to listing your business on the Access.ive directory, the MakingTrax endorsement can be added to QueenstownNZ business listings. Visitors with access needs can search for operators with this accreditation, giving visitors confidence when planning their trip. Visit this page to understand how to leverage this feature. Listing accreditations will be available for Lake Wānaka Tourism members towards the end of 2026.
IMPROVE ACCESSIBILITY IN YOUR BUSINESS
Some visitors to our district are often challenged by finding accommodation, experiences and venues that suit their access needs. Physical or environmental conditions, safety requirements, and procedures may limit some people's ability to access certain spaces or activities.
The below guide provides practical design guidance to refer to when you upgrade or adapt your premises. It includes best practice for parking facilities, pathways, stairs and ramps, entrances, restrooms and special features.
Embed best practice in future upgrades
To ensure access is a priority, not an afterthought when planning any additional services, upgrades, renovations, new experiences or builds - apply the principles of universal design from the outset. It is important to consult with advisors who have true lived experience to guide your planning and design choices.
MakingTrax - adventure tourism advisory
MakingTrax foundation provides specialist advisory for adventure tourism operators. Grounded in lived experience, they have over 15 years of experience designing and delivering inclusive experiences in complex and dynamic environments.
Get in Touch
Have questions? or want to strengthen accessibility in the destination - share your experiences, access guides and learnings with us.
Reach out to our Sustainability Manager, Micaela below.