Visually Impaired Secret Shoppers Put Fringe Accessibility to the Test

Visually Impaired Secret Shoppers Put Fringe Accessibility to the Test

Visually impaired secret shoppers are going undercover at Edinburgh Festival Fringe venues to put accessibility to the test, assessing whether training and awareness work are translating into a better experience for disabled audiences.

The volunteers, who have helped deliver accessibility training to Fringe staff and performers over the past two years, have been carrying out unannounced visits across the city to identify what’s working, highlight barriers, and help drive further improvements.

The secret shoppers, who are members of Sight Loss Councils Scotland and Sight Scotland’s Policy Group, have welcomed the progress made so far, highlighting accessibility training and stronger collaboration with venues as key drivers of change. However, they emphasise that accessibility must remain a year-round priority, with all venues continuing to build on recent improvements to ensure they are welcoming, inclusive and accessible to everyone.

Over the past two years, Callum Lancashire, Engagement Manager for Sight Loss Councils Scotland, who has macular degeneration, has helped deliver accessibility training to venues at the Fringe and at Glasgow’s Celtic Connections festival, helping staff develop the skills and awareness needed to better support visitors with visual impairments.

He explains: “We have seen first-hand how accessibility is improving, particularly when venues are willing to listen, learn and take practical steps to make a difference. Over the past two years, we have worked alongside our rehabilitation colleagues at Sight Scotland to deliver accessibility training for venues across the Edinburgh Festival Fringe, including the Pleasance, and it has made a big difference.

“What is really encouraging is that we don’t just deliver the training and walk away. Afterwards, our volunteers go back as secret shoppers, visit the venue, attend shows and experience the customer journey for themselves. That gives us a unique insight into whether the training is making a difference, and in many cases the impact has been huge.

“Many of the changes we’re talking about are simple to implement. Often, it’s just about raising awareness and helping people understand the small adjustments that can make a big difference. It’s about making staff aware of visual impairment, helping them understand the barriers people can face, and giving them the confidence to offer assistance when needed. Those aren’t major changes for a venue to make, but they can make a huge difference to somebody’s experience.

“Something as simple as clearly introducing yourself, offering sighted guidance, explaining the layout of a space, or proactively asking if someone needs help can completely transform a visit. It helps people feel welcome, included and able to enjoy the festival independently.

“We have now worked with venues across the Edinburgh Festival Fringe, supported organisations involved in Celtic Connections, and have a number of new partnerships in the pipeline. We know this approach works because we’ve seen the impact first-hand. More and more venues from across Scotland are reaching out to us to take part in our accessibility training and events, which is hugely encouraging. Accessibility is improving, but there is still more to be done. Every venue has a responsibility to make it a priority. A person with a visual impairment should be able to enjoy a show just as much as anyone else.”

Colette Walker, Co-Chair of Sight Scotland’s Policy Group and a guide dog user, adds: “This training is a gamechanger. By equipping frontline teams with the awareness, empathy and practical understanding they need, we empower venues to go far beyond basic compliance, to truly see people, anticipate barriers, and offer support that feels natural, respectful and empowering. For me and thousands of others with visual impairments, that means being able to walk into a festival venue with my guide dog, navigate with confidence, and enjoy every moment just like anyone else.

“It’s not just about ramps or wide doors, its clear information, thoughtful signage, straightforward ticketing, and staff who know exactly how and when to step in and use clear communication. These are often small, simple changes, yet they make a life changing difference: the freedom to choose, to attend independently, to belong. This builds powerfully on the findings from Sight Scotland’s Accessible Venues Report proving that when we listen, act, and design for everyone, we all win.”

Sight Scotland and Sight Scotland Veterans have also been working with Extant, the UK’s leading professional performing arts company of blind and visually impaired artists, to promote and celebrate visually impaired talent while advancing accessibility across the festival. 

 The charities have also produced the Guide to Accessible Arts at the Edinburgh Festivals 2026 which can be found here: sightscotland.org.uk/influencing-change/our-campaigns/your-guide-accessible-arts-edinburgh-festivals.