Does Inclusivity Matter in Hospitality and Tourism? Exploring the Needs of People with Disabilities through Business Intelligence

Efforts to raise inclusion and awareness of people with disabilities has increased significantly in recent years as people around the world strive to create equal opportunity for every single person. The hospitality industry is no exception. This research aims to evaluate what it is that people with disabilities want when they travel by using business intelligence to gather data from TripAdvisor's forums and analyze the concepts found by frequency. TripAdvisor is a website that focuses on booking hotels, reviews, and discussion forums on all things traveling. This research used TripAdvisor's traveling with disabilities forum containing 1,666 individual posts dating back to 2009.