Problems experienced by persons with disabilities in tourism: An evaluation of complaints on online platforms

This study aims to evaluate the challenges faced by individuals with disabilities in the tourism sector by analyzing complaints on online platforms. In this context, 311 comments related to the subject, posted between January and December 2023, on platforms such as sikayetvar.com, tripadvisor.com.tr, engelliler.biz, sikayet.com, and sikayetim.com, were subjected to content analysis. Based on the data obtained, 8 main themes and 25 categories related to these themes were identified. These themes and categories were converted into numerical data through frequency analysis, and the results were interpreted. Among the main themes, the most frequently complained about issues were "Staff Attitudes and Behaviors," "Service Quality," and "Physical Accessibility." Notably, staff behaviors emerged as one of the most significant issues negatively affecting the tourism experiences of individuals with disabilities. In addition, the failure to deliver promised services and inadequate physical arrangements were also frequently mentioned as other significant problems. The study demonstrates that the challenges faced by individuals with disabilities are substantial. It can be stated that, in order to improve the tourism experiences of individuals with disabilities, the shortcomings in the aforementioned areas must be addressed as a priority.