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  • Writer's pictureDave Carey

The Importance of Accessibility

In today's diverse and inclusive society, it is essential for attractions to prioritize accessibility at every touchpoint of the visitor experience.

While many attractions focus on physical accessibility within their premises, it is equally crucial to address the accessibility needs of folks working as ticket sellers, front gate attendees, retail shop employees, and those working at food and beverage locations.

Equal Access and Inclusion

Accessibility for employees at attractions is a fundamental aspect of creating an inclusive environment for all. They serve as the initial point of contact, an almost constant presence providing visitors with essential information, and facilitating movement around the attraction. At the same time, ensuring that they are trained to accommodate other with disabilities, attractions can guarantee equal access to experiences for everyone. This inclusivity fosters a sense of belonging and ensures that all visitors feel welcome and valued.

Communication and Information

Ticket sellers play a crucial role in communicating vital information to visitors, including admission prices, attraction schedules, special events, and accessibility features within the venue. It is essential for ticket sellers to be knowledgeable about accessibility options, such as wheelchair accessibility, assistive listening devices, sensory-friendly experiences, and other accommodations. By being well-informed, ticket sellers can accurately address visitors' questions and concerns, enabling them to make informed decisions about their visit.

Sensitivity and Empathy

Effective communication goes beyond providing information; it also involves demonstrating sensitivity and empathy towards visitors with diverse needs. Ticket sellers should receive training on disability awareness, fostering a better understanding of various disabilities, invisible conditions, and communication strategies. This training empowers attraction employees to engage in respectful and compassionate interactions, ensuring that visitors feel heard, respected, and supported throughout their ticketing process.

Alternative Ticketing and Sales Channels

Offering alternative sales channels is a key aspect of accessibility. While in-person ticket sales are essential, attractions should also provide online ticketing options, phone reservations, or mobile apps to accommodate individuals who may face challenges with physical access or prefer remote transactions. By diversifying ticketing channels, attractions extend accessibility to a broader range of visitors, including those with mobility impairments, sensory sensitivities, or communication difficulties.

Physical Accessibility of Ticketing Areas

Ticketing areas should be designed with accessibility in mind. This includes providing wheelchair-accessible ticket counters or windows, ensuring appropriate counter heights, installing hearing loop systems for individuals with hearing impairments, and implementing clear signage with visible and readable information. These measures ensure that ticket sellers can effectively assist visitors with disabilities, eliminating physical barriers and enhancing the overall ticketing experience.

Ongoing Training and Feedback Mechanisms

To maintain a high standard of accessibility, attractions should invest in regular training sessions for ticket sellers. This training should cover new accessibility features, changes in policies or procedures, and techniques for providing excellent customer service to visitors with disabilities. Furthermore, establishing feedback mechanisms, such as surveys or suggestion boxes, enables visitors to share their experiences and

suggest improvements, ultimately helping attractions refine their accessibility initiatives.


Accessibility for guests and employees is a crucial component of creating inclusive and welcoming experiences at theme parks, zoos, and museums. By prioritizing accessibility in ticketing processes, attractions can ensure equal access to information and services for visitors with disabilities. Through effective communication, sensitivity, and empathy, ticket sellers can provide a positive and inclusive experience, enhancing visitor satisfaction and fostering a sense of belonging. By implementing accessible ticketing areas, diversifying ticketing channels, and investing in ongoing training, attractions can continue to improve their accessibility initiatives and make a lasting impact on the overall visitor experience. Ultimately, embracing accessibility for ticket sellers creates a more inclusive environment where everyone can fully participate and enjoy the attractions on offer.


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