Online communication of accessibility conditions in touristic spots: the design-communication gap in Porto destination

Purpose It is important to design accessible destinations for disabled tourists. However, to attract this market segment, it is also important to efficiently communicate online the accessibility provided. This paper aims to analyse the online communication of physical accessibility conditions designed for disabled tourists, to discuss the existence or non-existence of a design-communication gap in tourist destinations. Design/methodology/approach The authors analysed the physical accessibility of a selection of touristic spots in Porto, Portugal. The online communication regarding the physical accessibility of these spots' informative websites was also analysed. Subsequently, a content analysis of these same websites was conducted to ascertain whether accessibility conditions for disabled tourists are disclosed in line with the physical and online facilities observed. Findings The destination websites' online contents targeting disabled tourists are generic and do not inform about all the accessible facilities provided by the touristic spots analysed. Originality/value The authors found a gap between the accessible destination design and its communication in destination websites. This situation creates a barrier for people with physical disabilities and it is particularly concerning, considering that this market segment seeks for information in online sources to plan trips and does not find on the internet all the information about the accessible facilities provided. This fact may hinder the positioning of destinations as inclusive places and impair accessible tourism competitiveness. A better online communication of the accessible destination design is recommended.