Consultancy Services
Going beyond compliance to true inclusivity.
The travel industry has spent years asking how to meet the legal minimum. The smart operators are now asking a better question: how do we actually make disabled travellers want to book with us, return to us, and recommend us to other people?
That's the gap I work in.
For more than two decades, I've travelled the world as a wheelchair user, written about accessibility for the major travel titles, campaigned for the rights of disabled passengers, and advised airlines, regulators and luxury operators on what good looks like in practice. I bring all of that to the consulting work I now offer the industry.
If you're a hotel group, rail or cruise operator, airline, tour company, destination or travel brand that wants to do this properly, I can help.
WHAT I DO
Accessibility and inclusivity audits. A clear-eyed review of your product, your spaces, your staff training and the journey your disabled guests actually take, from first click to check-out. You get a written report, prioritised recommendations and a roadmap you can act on.
Strategic advisory. Ongoing counsel for senior teams embedding inclusive travel into the heart of their offer. Useful when you're shaping a new build, refurbishing, repositioning, or moving from "we comply" to "we lead."
Staff training and culture work. Practical sessions for front-of-house, operations and leadership teams on the lived experience of disabled travellers, the language to use, the assumptions to drop, and the difference between helping and serving.
Content and product development. Bringing an authentic disabled voice into your communications, marketing and accessibility pages, and helping you design new products for, and with, disabled travellers.
WHY THIS MATTERS
The disabled travel market is one of the largest underserved segments in tourism, with billions in spend left on the table every year. But the case for inclusion isn't only commercial. The travel industry is in the business of opening up the world. It should be opening it up for everyone.
I want to leave the world more accessible than I found it. If you want to be a part of that, please get in touch.
For enquiries, please contact.
Frequently Asked Questions
-
Because I sit in three rooms most consultants don't. I'm a disabled traveller, I'm a working travel journalist with editorial relationships across the biggest titles in the industry and I've spent years advising operators, regulators and governments on accessible travel. That combination is rare, and it's what clients hire me for.
-
The UK, Europe, the US and beyond. Discovery conversations happen on a call. Site visits, training days and on-the-ground audits are arranged to suit the project.
-
Accessibility is the ramp, the lift, the wider doorway. Inclusivity is what happens after a disabled guest gets through it. One is a checklist. The other is a culture. You need both!
-
Compliance keeps you legal. It doesn't make disabled travellers choose you, recommend you, or come back. If that's the goal, compliance is the starting line, not the finish. I can guide you from accessibility to inclusion
-
No. The most useful time to bring me in is often early, when you can build the right thinking into a new build, refurb, launch or strategy from the start. Retrofitting is harder and often times more expensive but there are solutions no matter where you are in the journey.
-
Every brief is different. Some clients book a single audit and a report. Others retain me across a project, a season or a full repositioning. We agree the shape of the work in our first conversation.
-
I'm not a generic DEI consultant adding accessibility to a slide deck. This is my beat. I travel, write and broadcast on this industry full-time, which means I see what the best operators in the world are doing, and what they aren't. I am passionate about leaving the world a more inclusive place.
-
Because the operators who get this right in the next few years will own the relationship with a fast-growing, high-value customer who has been ignored for decades. Disabled and older travellers are not a niche, they are an ageing global market with money to spend and long memories. Regulators are catching up. Customers are organising. Late is more expensive than early.
Resources
A downloadable PDF guide by Sophie Morgan
Product description:
Disabled travellers do not need promises; they need information.
Too often, hotels describe themselves as “accessible” without sharing the details people actually need to decide whether a stay will work for them.
This guide helps hotels gather that information properly and explains where to put it so that guests can actually find it.
Created by broadcaster, travel writer and accessibility consultant Sophie Morgan, this downloadable PDF is a practical working tool designed to help hotels improve how they communicate accessibility information, build trust with disabled guests, and create a better experience for everyone.
Inside you’ll find a step-by-step checklist covering the entire guest journey:
• Discovery and booking
• Pre-arrival planning
• Arrival experience
• Bedrooms and bathrooms
• Restaurants, pools, spas and public spaces
• Departure and feedback
• Staff training and emergency planning
• Website guidance and where to publish accessibility information
The guide includes practical prompts to help teams gather useful information, identify gaps, and create more honest, detailed accessibility information guests can rely on.
It is not a certification. It is not a compliance document. It is a practical starting point to help properties move beyond vague claims and towards better information.
What you’ll receive:
• Instant PDF download
• 17-page practical guide
• Single-property licence (unless otherwise agreed)
Who it’s for:
Hotels • Resorts • Boutique properties • Hospitality groups • Accommodation providers • Guest experience teams • Operations teams
One property licence only. Multi-property hotel groups require additional licences.
This guide is licensed for use by one hotel property only unless otherwise agreed in writing.
Purchase permits internal operational use within the licensed property. Redistribution, resale, external sharing, reproduction, adaptation, or use across multiple properties without permission is prohibited.
Hotel groups, management companies, and organisations operating multiple properties require additional licences.
This guide is provided for educational and informational purposes and does not constitute legal, regulatory, building-compliance, or accessibility-certification advice.
Accessibility requirements vary by property type and location. Organisations remain responsible for ensuring compliance with applicable laws, regulations, and standards.
© Sophie Morgan 2026. All rights reserved.
A downloadable PDF toolkit by Sophie Morgan
Product description:
The single most powerful, lowest-cost accessibility intervention any business can make is to publish a proper Access Guide.
Most properties, operators and venues still describe themselves as "accessible" without giving disabled visitors the detail they need to decide whether the offering will work for them. The fix is not a renovation. It is a tape measure, a camera, and an afternoon.
This toolkit gives you the templates to do it properly.
Created by broadcaster, travel writer and accessibility consultant Sophie Morgan, this downloadable PDF is a practical working tool that walks any business through how to build four distinct types of Access Guide, with step-by-step methodology and printable audit checklists.
Inside you'll find:
The six principles of every good Access Guide
The Physical Access Guide template, for the built environment of any business
The Experience Access Guide template, for tours, activities, attractions and journeys
The Restaurant, Bar and Venue Access Guide template, for hospitality establishments
The Accommodation Access Guide template, for hotels, lodges and short stays
Four pull-out audit checklists, one per guide type, ready to print and walk the property with
The toolkit gives your teams a method for replacing vague claims with the kind of specific, honest, useful information disabled visitors actually need to choose your business with confidence.
It is not a certification. It is not a compliance document. It is a practical starting point for any business ready to move from vague claims to clear, honest, useful information.
What you'll receive:
Instant PDF download
18-page practical toolkit
Single-business licence (unless otherwise agreed)
Who it's for:
Hotels • Resorts • Vacation rentals • Restaurants • Bars and cafes • Tour operators • DMCs • Visitor attractions • Museums • Theatres and galleries • Festivals and event venues • Destination management organisations • Guest experience and operations teams
One business licence only. Hospitality groups and organisations operating multiple sites or brands require additional licences.
This toolkit is licensed for use by one business or property only unless otherwise agreed in writing.
Purchase permits internal operational use within the licensed business. Redistribution, resale, external sharing, reproduction, adaptation, or use across multiple sites or brands without permission is prohibited.
Hospitality groups, management companies, and organisations operating multiple sites or brands require additional licences.
This toolkit is provided for educational and informational purposes and does not constitute legal, regulatory, building-compliance, or accessibility-certification advice.
Accessibility requirements vary by business type and location. Organisations remain responsible for ensuring compliance with applicable laws, regulations, and standards.
© Sophie Morgan 2026. All rights reserved
A downloadable PDF guide by Sophie Morgan
Product description:
This guide is for the operators who want to lead.
Created by broadcaster, travel writer and accessibility advocate Sophie Morgan, this downloadable PDF distils the mindset, market and method behind serving disabled travellers properly.
Inside you'll find four parts covering the full picture:
Understanding the access tourism market
The five barriers to travel
Stereotypes, assumptions and ableism in the industry
Accessibility vs inclusion: the difference that matters
From compliance to confidence
The Inclusive Equation, a five-step framework for inclusive practice
Adaptive adventure tourism principles
Working with adaptive advisors and the operators leading the way
The guide gives your teams a shared language, a clear framework, and a practical method for handling disabled traveller enquiries with confidence.
It is not a certification. It is not a compliance document. It is a practical starting point for the operators ready to move beyond minimum standards and lead the market.
What you'll receive:
Instant PDF download
17-page practical guide
Single-business licence (unless otherwise agreed)
Who it's for:
Tour operators • DMCs • Travel agencies • Destination management organisations • Adventure and adaptive operators • Inbound and outbound specialists • Concierge services • Reservations and sales teams • Travel marketing teams
One business licence only. Tour operator groups and parent companies operating multiple brands require additional licences.
This guide is licensed for use by one tour operator, DMC, travel agency or equivalent business only unless otherwise agreed in writing.
Purchase permits internal operational use within the licensed business. Redistribution, resale, external sharing, reproduction, adaptation, or use across multiple group brands without permission is prohibited.
Tour operator groups, parent companies, franchises and organisations operating multiple travel brands require additional licences.
This guide is provided for educational and informational purposes and does not constitute legal, regulatory, building-compliance, or accessibility-certification advice.
Accessibility requirements vary by business type and location. Organisations remain responsible for ensuring compliance with applicable laws, regulations, and standards.
© Sophie Morgan 2026. All rights reserved.