The Consumer Journey to and from the Venue

This chapter examines how people with disability navigate the process of getting to and from sport venues, highlighting the significance of the entire journey. It emphasizes the role of Transformative Service Research (TSR) in understanding how the quality of services provided during this journey impacts the well-being of attendees. The chapter explores key aspects such as accessible information, transport, and accommodation, along with practical solutions like the HOPES and TESEF models for improving accessibility. These models encourage collaboration among multiple stakeholders to ensure that every stage of the journey—pre-event planning, ticketing, travel, and post-event experiences—is seamless and inclusive. Through various case studies, the chapter demonstrates how service failures at any stage can profoundly affect the overall experience for attendees, urging sport venue managers to adopt holistic, inclusive service practices.