Inclusion and diversity are words regularly used in society to challenge people to look at how they accept others and their place in society. Despite this one group so often overlooked and paid little or no attention are in essence those with a disability. So, what is it really like for some of those people to access our hospitality industry? In the article two individuals give a somewhat reflective view of how they feel excluded and how the sector and indeed society needs to relook at this situation.
While conditions in the hospitality sector have improved over time for people with disabilities, according to Limerick native and Dublin resident John Fulham, who is a spokesperson for the Irish Wheelchair Association, a lot of work needs to be done to level the playing field for those with accessibility issues.
“I got my first wheelchair when I was 4, so I’ve gone through all of life’s stages as a wheelchair user, from growing up, getting a job, getting married and having my own family, and still every now and then when I try to book something the reality of the obstacles that wheelchair users face still hits me in the face.”
John says he can never take it for granted that he’ll be able to access an establishment.
“If I want to meet friends for something to eat, the first thing I’ll ask is ‘is that accessible’. I always have to make an inquiry. Sometimes it will, sometimes it won’t be and while things have improved, they haven’t gotten better to the extent that I wouldn’t have to check somewhere.”
John feels that for a lot of places wheelchair access is seen as something that is nice to have rather than a must have.
“A lot of places aren’t kitted out for wheelchair users, every weekend I look at the restaurant reviews in The Irish Times”, he says. “ I look at a restaurant review and it might get an 8/10 rating but it doesn’t have wheelchair accessibility. I don’t know how a place can get that if it is denied to wheelchair users. Whilst people may say a place should be judged off of its food offering, and I understand that, I however think it should be more than that.”
Having good accessibility would also benefit the restaurants’ bottom line according to John as they are opening their doors up to a lot more people.
“It’s a gradual improvement. Some places say that they want to be accessible, but when push comes to shove it’s the one thing in the business they’ll seemingly compromise on. They don’t see the potential that people with disabilities and their families can bring to their business. Even older buildings and listed buildings can be overcome without compromising the integrity of the building.”
Some places have even regressed in their stance on wheelchair access.
One restaurant in Dublin used to have a wheelchair accessible toilet and after it was taken over by new management I went in and asked to use the toilet and they said they didn’t have one, and it turns out it was turned into a staff room and storage area. It’s not seen as a priority.
The definition of access needs to be more clearly defined according to John as the standard of accessibility can vary wildly from place to place.
“The interpretation of what access is needs to be discussed. People think just because certain things are put in place then it becomes accessible, but in reality, it doesn’t,” he said.
“There are recommendations for people with disabilities but they are not best practise. Just because a wheelchair accessible toilet has a sign on the door doesn’t mean it’s fit for purpose. The toilet paper could be behind the back of the toilet where I can’t get to it. I’ve been in plenty of places where there isn’t proper circulation space on the floor, or when I get in there, I can’t find a toilet that offers me the dignity of being able to close the door behind me or the mirror and hand dryer will be high up and I can’t get to it. There is a subjectivity to it that’s brought by people’s definition of the term accessible, that’s where people get away with it not providing proper facilities to the fact, and as such fits their idea of accessibility where it really isn’t. Anecdotally less than 50% of restaurants are properly kitted out for wheelchair access. “
When it comes to bars John describes the situation regarding access ‘as a whole different ball game’
“The majority of pubs I go to I won’t be able to use the toilet, even circulating around would be hard enough. I don’t have air and graces about myself to think I’m special, but all I want is the same dignity as everyone else. People use the term equality which means everyone can get in to the pub. But equity means that I can get into the pub and use the facilities to the same level as everyone else.”
Some premises have a haphazard approach to wheelchair access, with proper facilities in places that are out of reach as John explains.
“I was at a stag in Galway a few years ago with four wheelchair users and the facilities were upstairs, and the bouncers had to carry us up the stairs, which, while somewhat awkward, I didn’t mind at the time. But then when we got up,it was a perfectly functioning wheelchair toilet. It just didn’t make any sense as to why it was positioned upstairs. I was delighted to be able to use this, but it was so bizarre re its placement.”
The lack of facilities has had an impact on John’s social life, leading to him rarely going out.
“I don’t go drinking in pubs anymore, it’s just not any enjoyable experience. I’d say less than 20% have proper wheelchair toilets and this ironically is a missed opportunity. So many restaurants and pubs are looking for government support re Vat for instance, yet they all seem ignore a potential market, which would help their profitability. Going to the pub is meant to be an enjoyable experience. I joke with the lads that I employ a fluid management strategy, which means that there are no toilets for me. You’re stripped of your dignity. I’ve been to plenty of places and when I go, they send me to a door around the back, I go through the kitchens and I’ve seen plenty of the less glamourous aspects of establishments. It’s a form of segregation. I won’t allow myself to be carried upstairs anymore.”
Other countries have much better measures in place to ensure better accessibility and John believes it’s something we should look at in Ireland.
“The USA may appear to be divided in terms of attitude and prejudice, however it has very good legislation and mandatory standards regarding this issue, everywhere is accessible and as such there is nowhere there I couldn’t go , that’s because access is enshrined in legislation, and it works.
That’s where we’re going to have to go in this country, and when it’s done, people with disabilities need to be present in the room and be front and central in setting out the legislation for people with disabilities.”
According to John, this improvement needs to carried out across all different sectors, not just in hospitality.
“The need to examine our culture towards minimum standards when it comes to accessibility in Ireland, is not just about the hospitality sector. For example, I can’t use the new recyclable bottle machines. They’re too high. I’d question what consultation took place, if any took place with people with disabilities, it’s somewhat of a stealth tax for me for instance,because I can’t reach the machines. I can get someone else to do it for me but that’s not the point. Another example is with electric cars.
You get tired with everything being a fight all the time. It’s like a battle just to get to the starting line.
Things are getting better, but it’s slow, but for every time there is an improvement in one place you have to start from the beginning elsewhere.”
Having lost his vision in his early teens due to a rare condition in his early teens, Donegal native and Dublin resident Kevin Kelly had to learn to live his life without his sight.
“I lost my sight in 2001 due to retinal detachment when I was 14. It’s uncommon that doctors weren’t able to restore my sight, but several years later I found I have had a rare condition called stickler syndrome which affected the connective tissue and when they reattached the retina it peeled off like a piece of wallpaper”, said Kevin who works as Head of Policy Partnerships and External Affairs for Vision Ireland, while also serving as Vice President for the European Blind Union.
Being a child made it easier in ways for Kevin to adapt to his new condition than if he was an adult, as he explains “I was quite young but had lots of friends and family which kept me busy. I often think if I had lost it later in life in my 20s or 30s when I had moved out of home and was working, driving etc it would have been a lot harder. As a child in rural Donegal, you’re very dependent on family anyway.” However, it became more difficult as he got older and moved to a new environment.
“When I moved to Dublin, I didn’t have a visual memory of my surroundings and it was only then that it fully hit me that I was blind, I didn’t know what my future held. But I got a lot of help from Vision Ireland (formerly NCBI), who taught me a lot of simple but vital life skills like how to make a cup of tea, how to make a sandwich, right up to how to touch type, and how to use technology.”
While there have been some improvements for people with vision loss or impairment in the hospitality sector, Kevin says it’s been inconsistent.
“It can be a mixed bag, I’m not sure if staff are always trained to cater for people with disabilities. It’s a problem in the hospitality sector, a lot of the work is seasonal so there’s a high turnover of staff. When it comes to accessing menus, very few have Braille menus, but in recent years there have been apps developed so people can take a photo of a menu and reads it out. It gives you a level of control whereas before you were depending on the person serving you to read out the menu to you, which was off putting as you would feel self-conscious. Some places also have QR codes that you scan and the device then reads the menu back to you. It’s becoming more universal. A lot of places have QR codes which were installed as a way of people being able to place their orders online, which is an example of technology being developed for non-disabled people which inadvertently ended up helping able bodied people.”
However, some people still have difficulties in this area as Kevin explains.
“For someone who acquires sight loss later in life or is early in their sight loss journey, it takes a long time to get up to speed with all these things. It’s not a silver bullet, but it has certainly helped.”
There are other issues where he would like to see an improvement.
“For people with vision impairment there’s not as many physical barriers as other disabilities may have. I have a guide dog and have never encountered any difficulties with it, but sometimes people with guide dogs have issues with staff who don’t realise that they are permitted by law. I’d like to see more awareness within the industry and for owners to realise that increased access is only a good thing. Failte Ireland are making tourism more attractive for people with disabilities, which I definitely endorse, because people who are blind/visually impaired like to go out, socialise, have a meal and travel just like everyone else.”
So hopefully those businesses looking for Vat reductions may look at this business sector and embrace its possibilities.
