The Disability Discrimination Act: Time for the Stick?

Abstract

This paper explores the extent to which the UK tourism industry has accepted the increased standards of performance under the new Disability Discrimination Act. The research utilises the mystery shopper technique to request basic information from two hundred and ten randomly selected companies from various sectors of the tourism industry. The request stated that the mystery shopper is visually impaired and would like to use the services provided by the company. Results show generally an extremely low ability of organisations to meet the simple requests made, although some sectors of the industry were more able to comply than others.

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