The Accessible Tour That Wasn't
A tour operator sells a day tour to a heritage site advertised as accessible. The booking form asks about mobility needs, and a customer discloses that she uses a wheelchair and cannot manage steps. The operator confirms the booking without checking the site. On the day, the group finds that the main exhibit has a flight of 12 steps and no ramp, and the accessible toilet is locked. The guide is apologetic but says the site is old. The customer is upset and asks for a refund and an explanation. Other guests are waiting.
1. Identify the failures in customer service and compliance, and explain what should have happened before the tour.
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The operator advertised the tour as accessible without verifying the site, which is misleading and may breach consumer law and disability discrimination obligations. The booking form collected the information, but the operator did not act on it. Before the tour, the operator should have contacted the site, confirmed step-free access and toilet availability, and if the site could not meet the need, offered an alternative or clearly explained the limitation before the customer paid. The guide should have had an emergency plan for access issues. The locked toilet is a basic dignity issue and should have been checked. The failure is not the site's age; it is the operator's failure to verify and communicate.
2. How would you handle the situation on the day and what remedy would you offer?
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On the day, the guide should acknowledge the problem, apologise sincerely, and not blame the site. The guide should try to find an alternative route or a staff member with a key for the toilet, and keep the rest of the group informed so they do not blame the customer. The guide should record the incident and contact the office. The office should offer a partial or full refund depending on what was delivered, and a written apology explaining what will change. The customer should be asked what would help. The operator should review all accessibility claims, update the booking process, and train guides. The remedy should be proportionate and prompt, and the customer should not have to argue for it.