The hospitality industry could be missing out on £5bn because of a lack of accessibility for the disabled, according to new research. A new study commissioned by Caterer magazine found that nearly half of all disabled customers were dissatisfied with facilities at the UK’s pubs, restaurants and hotels. The report found that the pub sector was the least accommodating, while restaurants fared best of all. However, 34% said that they visited neither. In total, 505 respondents took part in the study, which was compiled by marketing consultant Arnold Fewell. Of these, 64% were wheelchair users and 15.6% carers. Top complaints included the inability to navigate a route to the disabled toilet and a lack of adequate parking, especially as disabled bays were often found to be occupied illegally by able-bodied drivers. However, respondents were by and large happy with service, as only 15.5% of disabled pub users complained about staff. The figure for restaurants was 9.1%, while for hotels, it was just 7%. Although both disabled customers and the trade agreed that the situation had improved dramatically over the past few years, the British Hospitality Industry still claimed that a lack of clarity and money had hampered efforts to comply with the Disability and Discrimination Act in many instances. BHA chief executive Martin Couchman went on to tell the publication: "I suspect only court judgements will clarify the issue."