How to Ask Clients About Accessible Travel With Karen Morales, Head of Accessibility at Fora |Ep 179
Karen Morales rolled up to a five-star hotel in Hawaii, ready to be pampered, and they handed her a room with stairs. She's a wheelchair user, an accessibility advocate, the Head of Accessibility at Fora, and the founder of Joyward Travel. She had sent the emails. She had confirmed the room. It still happened. And that moment is exactly why this conversation matters for every travel advisor, not just the ones who think they specialize in accessible travel.
In this episode of The Art of Selling Travel Podcast, Karen and I dig into why accessible travel is one of the most underserved and most lucrative parts of the market. One in four people globally lives with some kind of condition. Multi-generational trips are the biggest bookings out there right now, and almost every one of them has at least one accommodation baked in. Yet only about 30 percent of accessible rooms are even bookable online, and hoteliers will raise their hands when asked if they've hosted a guest with special needs but go silent when asked if it's in their marketing. The rooms exist. The money exists. The conversation is what's missing.
Karen shares what she's learned from travelling to nearly 50 countries, six of those years in a wheelchair. You'll hear about the hotel in Okinawa that sent her a photo of the bathroom and the shower chair before she arrived, the Sicilian beach club owner who bought a beach wheelchair and assigned two lifeguards to get her in the water, and the morning in Japan when her chair died on day one of a two-week trip and a DMC with boots on the ground saved the entire vacation. That last one is the reminder every advisor needs. There are moments in travel that no amount of research and no AI is ever going to fix. A human with a relationship in market will.
We also get practical. Karen walks through the questions that actually work, like asking whether a client can comfortably climb into a Sprinter van instead of asking if they need an accessible room, or reframing a flat shower with a railing as risk reduction instead of a disability accommodation. I share the story of a family who kept insisting on room service for years until I finally asked why, learned their son was autistic, and completely changed how I planned for them. The lesson in both cases is the same. Ask better questions, ask them with hospitality, and stop leaving things at the surface.
If you're a travel advisor who wants to serve an aging client base, land more multi-generational bookings, and be the person your clients trust when things go sideways, this one is for you. Find Karen at ForaTravel.com on the accessibility page, or through her own brand, Joyward Travel.
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