News article

Coronavirus: Improving accessibility for customers in retail and hospitality

3 August 2020


The Equality Commission have produced guidance to help businesses in the retail and hospitality sectors minimise the impact of COVID-19 measures and improve accessibility for disabled customers

As retail and hospitality businesses reopen after the coronavirus pandemic shutdown, safety measures introduced may have an adverse impact on disabled customers. In a response to this, the Equality Commission has produced separate infographics to help businesses in the retail and hospitality industries identify and address problem areas for disabled customers.

Retail sector

The guidance highlights how you can minimise the negative impact that safety measures in a retail environment may have to disabled customers by looking at areas such as:

  • Accessible website
  • Signage
  • Screens
  • Masks
  • Staff training and assistance
  • Toilets
  • Pre-visit information
  • Entrances and exits
  • Priority access
  • Attitudes
  • Payment

Download the impact of COVID-19 on disabled customers - accessibility recommendations for the retail sector (PDF, 623K).

Hospitality sector

The guidance highlights how you can minimise the negative impact that safety measures in a hospitality environment may have to disabled customers by looking at areas such as:

  • Accessible website
  • Signage
  • Screens
  • Masks
  • Staff training and assistance
  • Menus and ordering
  • Pre-visit information
  • Entrances and exits
  • Outside seating areas
  • Attitudes
  • Payment

Download the impact of COVID-19 on disabled customers - accessibility recommendations for the hospitality sector (PDF, 621K).


First published 31 July 2020