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Service providers' responsibilities

Service providers include providers of:

• holiday accommodation
• tourist attractions
• restaurants
• transport

They cannot refuse to serve you or provide a lower standard of service because of your disability. You must also not be treated unfavourably because of something connected with your disability, unless the treatment can be objectively justified.

Service providers may need to make 'reasonable adjustments' to any barriers that put a disabled person at a substantial disadvantage compared to non-disabled people. This applies when disabled people want to access or use a service provider's service.

What is a reasonable adjustment?

Under the Equality Act 2010, service providers only need to make changes that are 'reasonable'. These might include simple changes to layout, improved signage and information and staff training which can improve accessibility to disabled customers.

It's about what is practical to the service provider's individual situation and what resources they may have. They will not be required to make changes that are impractical or beyond their means.

Examples of reasonable changes that can be made

Examples of reasonable changes that can be made include:

Good for business

Making their services more accessible will not only benefit disabled people but could encourage recommendations and return visits. For example:

If you believe you have been discriminated against, you might wish to seek advice from the Equality and Human Rights Commission.

• Equality and Human Rights Commission website Opens new window

Tourism for All website

Tourism for All UK is a charity which offers expertise and support to the tourism and hospitality sector to provide accessible services for all. They also give advice to disabled people about accessible accommodation and other tourism services.

• Tourism for All website Opens new window

Useful contacts

• Travel and holiday contacts for disabled people