A Conversation with Scott Paterson, Director at Moorelands Travel (Cowdenbeath), Barrhead Travel Group.
For many, a holiday is the highlight of the year. But for travellers with disabilities, the journey often starts with a mountain of research and a fair amount of anxiety. Moorelands Travel in Cowdenbeath, part of the Barrhead Travel Group, is changing that. By using WelcoMe, they ensure that the "holiday feeling" begins the moment a client steps into their shop.
We spoke with Director Scott Paterson about the importance of inclusive travel and how his team uses the WelcoMe platform to build trust and confidence for every traveller.
Q: In the travel industry, why is it so important for agencies to prioritise disability service provision right from the start?
Scott Paterson: For us, the holiday experience doesn't start at the airport; it starts the moment a client walks through our doors in Cowdenbeath. Choosing and booking a holiday is a huge part of the excitement. By prioritising disability service provision, we ensure that every client, regardless of their requirements, can enjoy that consultation process with dignity and ease.
It sets the tone for the entire trip. If we can show our clients that we are prepared and inclusive in our own space, they can trust us to find the right inclusive environments for them across the world.
Q: How does receiving a visitor's WelcoMe Key in advance help your team prepare for a travel consultation?
Scott: Travel planning is all about the details, especially when complex requirements are involved. When a client shares their WelcoMe Key with us, it removes the guesswork. It allows my team to prepare for that specific appointment, whether that means ensuring the physical space is clear, having specific accessible travel resources ready, or simply being aware of how to best communicate.
It moves the conversation from "what are the barriers?" to "where are we going?" It makes the first hello much more personal and stress-free.
Q: How has the focus on accessibility helped your team feel more confident and empowered in their roles?
Scott: Our partnership with WelcoMe has really empowered the team. It has given them a framework to feel more confident when interacting with disabled guests. Most of the time, the fear of doing or saying the wrong thing is the biggest barrier to great service.
WelcoMe bridges that gap. Our staff now feel better equipped to have open, empathetic conversations, and that confidence is felt by the customer. It has moved us beyond just meeting needs to intentionally designing a service where every traveller feels they truly belong.
Q: What would you say to someone who is hesitant to book a holiday because of their accessibility requirements?
Scott: My message is: don't let the planning stop the dreaming. We are here to take that weight off your shoulders. We understand that travel can be daunting, but we are committed to making it accessible for you.
By sharing your WelcoMe Key with us, you are giving us the tools to support you properly from the very first visit.
Come in, have a coffee, and let's start planning your next adventure together. We are ready when you are.
"It moves the conversation from 'what are the barriers?' to 'where are we going?'"
— Scott Paterson, Director, Moorelands Travel (Cowdenbeath), Barrhead Travel Group
Thank you Scott. It is brilliant to see a high-street travel agency leading the way on inclusive service, and proving that barrier removal starts long before the flight takes off.
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