From October 2004, companies and organisations that provide services to the public were required by the Disability Discrimination Act to ensure that those services are reasonably accessible to people with a disability. This is the first time that the law has required businesses to consider whether their buildings are accessible and it presents a new challenge for many of them. However, focusing on the needs of disabled people can also provide an opportunity to gain from a significant consumer market. It is estimated that 20% of the Adult population (11.7 million) have a form of 'disability' - which constitutes an estimated £40 billion annual spend.

The Disability Discrimination Act 1995 introduced new laws aimed at ending the discrimination that many disabled people face. It affects virtually everyone who provides goods, facilities and services to the general public whether paid for or not.

The DDA defines disability, and identifies who is protected under it. The definition is broad: 'a physical or mental impairment which has a substantial and long-term adverse effect on a person's ability to carry out normal day-to-day activities'.

How the DDA could affect tourism businesses
Part III of the Act introduces duties on service providers in three stages:

• Since December 1996, it has been unlawful for service providers to refuse to serve a disabled person, offer a lower standard of service or provide a service on worse terms to a disabled person for a reason related to his/her disability;
• Since October 1999, service providers have had to make reasonable adjustments for disabled people in the way they provide their services;
• From October 2004, service providers have had a duty to make reasonable adjustments in relation to the physical features of their premises to overcome physical barriers to access.