Accessibility Statement

01Accessible Travel Requests

Not all destinations in Vietnam, Laos and Cambodia offer fully accessible infrastructure. This is the reality of travel in the region — uneven pavements, historic buildings without lifts, temples with steps, and rural areas without adapted facilities.

We work with what is available, and we are honest with travelers about what is and is not possible. Where a specific journey or activity cannot be adapted to your needs, we will tell you clearly — rather than promise something we cannot deliver.

1.1 What We Can Often Accommodate

• Mobility needs — private vehicle arrangements with additional space, accessible accommodation where available, adjusted pacing, and alternate routes to avoid challenging terrain.
• Dietary requirements — coordination with hotels, restaurants and cruise operators, including vegetarian, vegan, gluten-free, halal, allergy-aware and other requirements.
• Sensory sensitivities — quieter routes, adjusted schedules, and personalized guidance to reduce overwhelm.
• Medical considerations — coordination with guides and suppliers, adjustments to pacing and route where medically advised.
• Travel with companions or carers — additional traveler arrangements, connecting rooms, and coordination with family members or carers.

1.2 What Is Sometimes Not Possible

• Fully wheelchair-accessible travel across remote regions and heritage sites with uneven ground;
• Access to all upper levels or platforms at some ancient monuments;
• Adaptation of certain trekking, cycling or adventure activities;
• Guaranteed availability of accessible hotel rooms at every property, particularly at boutique, heritage or rural properties.

Where a limitation affects your journey, we will tell you at the enquiry stage — before your itinerary is confirmed — so you can make an informed decision.

02Mobility Requirements

If you have mobility requirements, the earlier you tell us, the more we can adapt. We work with the following categories — and we can usually build a journey around them at some level.

2.1 What We Can Typically Arrange

• Private transport with extra space — for wheelchairs, walkers, or travelers who need assistance with boarding;
• Adjusted pacing — fewer activities per day, more rest time, longer transfer windows;
• Ground-floor or accessible rooms where available at specific properties;
• Alternative routes to avoid steep steps, long walks, or unstable ground;
• Assistance at airports and stations — coordinated with airlines and station staff where possible;
• Personal care assistants — coordination for a carer travelling with you, and reasonable adjustments to their travel arrangements.

2.2 What to Tell Us

So we can assess a journey accurately, it helps to know:

• Whether you use a wheelchair, walker, or mobility aid — and if so, whether it folds or is powered;
• Whether you can manage steps, uneven ground, or long distances;
• Whether you travel with a carer or companion, and if so, in what capacity;
• Any specific equipment you travel with (e.g., CPAP machine, mobility scooter, medical devices);
• Any medical conditions that affect how long you can travel, or how much activity you can sustain in a day.

You can share this with your specialist by email, or note it in the enquiry form. It will be treated confidentially, in line with our Privacy Policy.

03Dietary & Accessibility Communication

Dietary requirements are a form of accessibility — and one that is easy to communicate in advance, but difficult to solve on the day. Please tell us as early as possible.

3.1 Dietary Requirements

• Vegetarian, vegan or pescatarian — we can build meals around these requirements across Vietnam, Laos and Cambodia;
• Gluten-free — possible at many restaurants and hotels, with careful coordination;
• Halal — available at selected restaurants and hotels in major cities and Muslim communities in the region;
• Allergies — including nuts, shellfish, soy, dairy and eggs. We take allergies seriously and coordinate directly with restaurants and kitchens;
• Religious or personal requirements — including fasting periods, specific religious observances, and dietary practices related to health.

3.2 Sensory & Other Accessibility Requirements

• Hearing — we can coordinate with hotels that have visual alerts or adapted rooms, and brief guides on communication preferences;
• Vision — we can coordinate with guides on descriptive narration and orientation support;
• Cognitive or neurological — we can adjust pacing, environment and communication style where we are informed in advance;
• Sensory sensitivities — we can reduce exposure to crowded markets, loud sites or busy traffic where possible.

3.3 How to Communicate

Please tell us in writing — by email to your specialist, or through the enquiry form. The more specific you are, the better we can plan. Where relevant, we may ask follow-up questions to make sure we have understood correctly.

04Website Accessibility

We aim to comply with widely recognized accessibility standards (WCAG 2.1 AA where reasonably achievable) across our website. This includes:

• Keyboard navigability across all core pages and forms;
• Visible focus indicators on interactive elements;
• Sufficient colour contrast for text and interface elements;
• Alternative text for meaningful images;
• Semantic HTML and proper heading hierarchy;
• Support for reduced-motion preferences;
• Skip links to bypass navigation and reach main content;
• Responsive design that works across mobile, tablet and desktop.

Where we identify accessibility issues on our website, we work to resolve them. If you encounter a specific problem, please tell us — feedback is the most effective way for us to improve.

4.1 Forms & Enquiries

All enquiry forms on the site are designed to be keyboard-navigable and screen-reader compatible. If you cannot complete a form for accessibility reasons, please contact us directly by email and we will handle your enquiry manually.

05Limitations of Third-Party Facilities

Many of the services we arrange — hotels, restaurants, cruise vessels, trains, airports, heritage sites and attractions — are operated by independent third parties. Their accessibility standards vary widely across the region.

5.1 What This Means in Practice

• Hotels — some properties have accessible rooms; others do not, particularly heritage, boutique or rural properties. We will confirm what is available before you book;
• Cruise vessels — accessibility varies significantly. Some vessels have adapted cabins and lifts; others have narrow corridors, steep stairs or no lift;
• Trains — accessibility on Vietnam’s rail network varies by carriage and station. We will advise on what is feasible on specific segments;
• Heritage sites and attractions — many are historic sites with uneven ground, steps and narrow passages that cannot be modified. Some sites have limited adaptation;
• Restaurants and markets — accessibility varies. We select venues based on what is available and, where possible, choose accessible alternatives;
• Airports and stations — major airports generally have assistance services; smaller ones may not.

5.2 How We Handle This

• We are honest about limitations before booking. We will not present a journey as fully accessible if it is not;
• Where we identify limitations, we offer alternatives — a different property, a different route, or a different activity;
• We coordinate directly with suppliers to confirm what is available — and we document what has been confirmed;
• Where we cannot confirm a facility’s accessibility, we will tell you — so you can decide what works for you.

06Requesting Assistance

If you have accessibility requirements, please raise them as early as possible — ideally before your itinerary is designed. The earlier we know, the more we can adapt.

6.1 How to Raise a Request

• By email — write to hello@asiatravelmates.com, or to your specialist directly;
• Through the enquiry form — most enquiry forms have a notes field for additional requirements;
• By phone or WhatsApp — during business hours, if you prefer to discuss requirements directly.

6.2 What to Include

• Your specific accessibility requirements — mobility, sensory, medical or dietary;
• Any documentation we should be aware of — for example, medical notes, accessibility certification, or equipment specifications;
• Your preferred destinations, journey style, and pace;
• Whether you travel with a carer, companion or family member who will assist you;
• Any accommodation or transport preferences that would help us plan better.

6.3 What Happens Next

• Your specialist will review the requirements against specific properties, destinations and activities;
• We will confirm what we can adapt, and what we cannot;
• Where relevant, we will propose alternatives — different properties, adjusted pacing, or different routes;
• Once confirmed, your journey is planned with your requirements documented.

07Pre-Trip Planning & Support

• Pre-departure briefing — for journeys with accessibility requirements, we provide written briefings on what to expect, and what has been arranged;
• On-the-ground support — guides and drivers are briefed on specific accessibility needs and can adapt during the journey where needed;
• Emergency contacts — for urgent situations during the journey, you have direct contact with your guide and our team;
• Medical facilities — major cities have international-standard hospitals. Remote areas may have limited medical facilities — we will advise in advance.

08Feedback

If you encounter an accessibility issue — on our website, during a journey, or with a supplier we have arranged — please let us know. Feedback is the most effective way for us to improve, both for you and for other travelers.

For serious concerns, please use our Complaints Procedure. For website accessibility issues specifically, please write to hello@asiatravelmates.com with the page or feature concerned.

09Review & Continuous Improvement

• This statement is reviewed periodically, and updated when our practices, partner network or standards change;
• Where a specific accessibility issue is raised, we review the relevant property, route or policy and adapt accordingly;
• Feedback from travelers, trade partners and suppliers informs how the statement evolves;
• The version and effective date at the top of this page show when it was last revised.