A quick scroll through social media’s accessible travel groups usually reveals a familiar theme: frustration. We see stories of broken promises, inaccessible "accessible" rooms, and poor information, services, or attitudes.
At Altogether Travel, as a company that accompanies customers worldwide, we’ve seen those struggles firsthand. However, I recently reflected on a regular customer of ours, Elizabeth, who taught us a different way of navigating the world of accessibility.
Elizabeth travels with us to places many would assume are “impossible”—India, Thailand, Vietnam. In terms of strict building codes, these aren't always the most accessible. But what they lack in ramps, they often make up for in a genuine willingness to find solutions. Some of those solutions are... let’s say "unorthodox"... but the heart behind them puts many high-end European resorts to shame.
The Power of the Note Elizabeth’s secret weapon was a stack of thank-you notes. If a waiter went the extra mile or the hotel reception helped get her room just right, she left a note. She believed that while we are all quick to complain when things go wrong, we are far too slow to acknowledge when things go right—or when someone has truly worked to make it right for the guest.
What was most impressive was her "sandwich" technique: she would give genuine praise, then gently point out where a small change could make the experience even better for the next guest. She wasn't just being nice; she was educating them through kindness.
Why Praise Matters I’ll be honest: as a company, we’ve had our fair share of "discussions" with hotels and suppliers that let our customers down. But looking back, I realised we don’t reach out to say "thank you" nearly as often as we should.
I know the counter-argument: “Why should we thank them for doing what they should be doing anyway?”
I get that. But in my role with Altogether Travel, a highlight for me is reading feedback from customers, families, and carers about how our service or holiday companion support made their experience better. That feeling is priceless. It fuels us to do more. Why wouldn't we want to give that same "fuel" to a hotel manager, tour guide, or cabin crew member who is trying to get it right?
What would happen if we all became more "Elizabeth"? Acknowledging an establishment for the good they do—their inclusive attitude, their staff training, or their physical accessibility—isn't just a "nice" thing to do. It’s a way to support businesses that prioritise inclusion.
Let's start "naming and faming" the good ones for a change and leave the ones that don't care in the shadows.
This year, when I’m travelling or visiting attractions, I’m going to make a conscious effort to be more "Elizabeth." A little bit of praise might not change the entire world overnight, but it can certainly change the culture of the business you're standing in.
Finally, I reached out to Elizabeth to tell her I was writing this and asked if she’d like to be featured. Staying true to her humble nature, she sent me a note back that simply said: 'No thanks.'
Even in her refusal, she’s still teaching us: you don't do the right thing for the recognition; you do it because it’s the right thing to do. So, here’s to being more like Elizabeth—quietly making the world a bit better, one note at a time
