ISO 21902:2021
Tourism and related services — Accessible tourism for all — Requirements and recommendations
This document establishes requirements and provides guidelines for “accessible tourism for all” with the aim of ensuring equal access and enjoyment of tourism by the widest range of people of all ages and abilities.
This document provides information on the key aspects of policy making, strategy, infrastructure, products and services and is addressed to all stakeholders involved in the tourism supply chain, whether from the public or private sector. It applies at local, regional, national and international levels.
NOTE Stakeholders include, but are not limited to, public administrations, accommodation services, catering and restaurant services, transport, tour operators and travel agencies, MICE and leisure activities, as well as service providers from other economic sectors related to tourism, travel and destination management, including their contractors and suppliers.
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Core requirements and recommendations
4.1 General
4.1.1 General consideration
4.1.2 Legal requirements
4.1.3 Specific consideration
4.2 Design of accessible services
4.2.1 General
4.2.2 Product development
4.2.3 Access plan
4.2.4 Monitoring, evaluation and continual improvement
4.3 Information and communication
4.3.1 General requirements
4.3.2 Written communication
4.3.3 Face-to-face, telephone and video communication
4.3.4 Digital communication systems
4.4 Training
4.4.1 General
4.4.2 Training contents
4.5 Common functional requirements for the built environment
4.5.1 General
4.5.2 Approach to a building
4.5.3 Designated accessible parking spaces
4.5.4 Paths to the building
4.5.5 Ramps
4.5.6 Building entrances
4.5.7 Reception areas, counters, desks and ticket offices
4.5.8 Accessible routes within buildings
4.5.9 Floor and wall surfaces
4.5.10 Doors and door fixtures and fittings
4.5.11 Windows and window fixtures and fittings
4.5.12 Stairs
4.5.13 Handrails
4.5.14 Lifts (elevators)
4.5.15 Vertical and inclined lifting platforms
4.5.16 Escalators and moving walkways
4.5.17 Toilets and sanitary rooms
4.5.18 Lighting
4.5.19 Equipment, controls and switches
4.5.20 Furnishing
4.5.21 Signage
4.5.22 Fire safety and other emergencies
4.5.23 Management and maintenance
4.6 Self-service machines
5 Policies and strategies for the public sector
5.1 General considerations
5.2 Proposals for public administrations
5.2.1 General
5.2.2 Legislation, policies, standards or guidelines
5.2.3 Awareness-raising and training
5.2.4 Research and innovation in accessible tourism
5.2.5 Marketing and promotion strategies
5.3 Accessibility management in tourism destinations
6 Transport
6.1 General
6.2 Providing information and purchasing tickets in advance
6.3 Assistance services
6.4 Transport terminals infrastructure
6.4.1 General
6.4.2 Information systems
6.4.3 Public address or announcement (PA) systems
6.4.4 Informative panels
6.4.5 Automatic queuing allocation services
6.4.6 Organization of people flow
6.4.7 Security controls
6.5 Transport stops (quay, intermodal transfer, bus stop)
6.6 Transport boarding and disembarking features
6.6.1 General
6.6.2 Aircraft
6.6.3 Train
6.6.4 Metro tram
6.6.5 Buses (urban, interurban and tourist)
6.6.6 Ship and boat passengers
6.6.7 Taxis or small vehicles
6.7 The interior of vehicles
6.8 Road infrastructures
7 Urban and rural tourist spaces
7.1 General
7.2 Pedestrian tourist routes
7.2.1 General
7.2.2 Exterior horizontal circulation
7.2.3 Level changes: stairs, ramps, lifts
7.2.4 Provisions and public services in pedestrian tourist routes
7.2.5 Accessible urban wayfinding systems for tourists
7.3 Specific considerations in special tourist areas
7.3.1 Surroundings of points of tourist interest
7.3.2 Tourist routes in heritage sites
7.3.3 Tourist routes in shopping streets and leisure and catering areas
8 Leisure activities
8.1 General
8.2 Cultural tourism
8.2.1 Museums, exhibition halls, performance centres and buildings of tourist interest
8.2.2 Cinemas, theatres, concert halls and auditoriums
8.3 Cultural heritage buildings, monuments or sites
8.3.1 General considerations and planning for accessibility
8.3.2 Pre-visit information
8.4 Natural or outdoor activities
8.4.1 Accessibility of natural environments
8.4.2 Accessibility on beaches
8.4.3 Accessibility in adventure tourism activities
8.5 Shopping
8.5.1 General
8.5.2 Physical access to the premises
8.5.3 Internal circulation
8.5.4 Display areas and storage
8.5.5 Counters and checkouts
8.5.6 Storage and sales equipment
8.5.7 Fitting rooms
8.5.8 Sanitary facilities, baby-changing and toilets
8.5.9 Information and signage
8.5.10 Provision of wheelchairs on loan
9 Meetings, incentives, conventions and exhibitions (MICE)
9.1 General
9.2 Planning of the event
9.3 Planning the programme
9.4 Interpretation services and supports
9.5 Choosing a venue
9.6 Getting to the venue
9.7 Parking facilities
9.8 Physical access at the venue
9.9 Outdoor events and venues
10 Accommodation
10.1 General
10.2 Services
10.3 Accessibility in guest rooms
10.3.1 General
10.3.2 General accessibility considerations for all guest rooms
10.3.3 Accessible guest rooms
10.4 Common areas
11 Food and beverage services (catering spaces)
11.1 General
11.2 Service point
11.3 Type of service
11.4 Information provision
11.5 Service provision
11.6 Dining room or services room
12 Tour operators and travel agencies
12.1 General
12.2 Point of sale
12.3 Collecting and transmitting pre-departure information
12.4 Property information
12.5 Other services
Annex A (informative) The seven principles and 29 guidelines of Universal Design
Annex B (informative) Tables for using the Universal Design principles and guidelines in tourism communication design
Annex C (informative) Colour contrast
Annex D (informative) Reception counter
Annex E (informative) Accessible public toilets
Annex F (informative) Accessible guest rooms in accommodation establishments
Annex G (informative) Property information
Annex H (informative) IATA codes
Bibliography
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Foreword
Introduction
1 Scope
2 Normative references
3 Terms and definitions
4 Core requirements and recommendations
4.1 General
4.1.1 General consideration
4.1.2 Legal requirements
4.1.3 Specific consideration
4.2 Design of accessible services
4.2.1 General
4.2.2 Product development
4.2.3 Access plan
4.2.4 Monitoring, evaluation and continual improvement
4.3 Information and communication
4.3.1 General requirements
4.3.2 Written communication
4.3.3 Face-to-face, telephone and video communication
4.3.4 Digital communication systems
4.4 Training
4.4.1 General
4.4.2 Training contents
4.5 Common functional requirements for the built environment
4.5.1 General
4.5.2 Approach to a building
4.5.3 Designated accessible parking spaces
4.5.4 Paths to the building
4.5.5 Ramps
4.5.6 Building entrances
4.5.7 Reception areas, counters, desks and ticket offices
4.5.8 Accessible routes within buildings
4.5.9 Floor and wall surfaces
4.5.10 Doors and door fixtures and fittings
4.5.11 Windows and window fixtures and fittings
4.5.12 Stairs
4.5.13 Handrails
4.5.14 Lifts (elevators)
4.5.15 Vertical and inclined lifting platforms
4.5.16 Escalators and moving walkways
4.5.17 Toilets and sanitary rooms
4.5.18 Lighting
4.5.19 Equipment, controls and switches
4.5.20 Furnishing
4.5.21 Signage
4.5.22 Fire safety and other emergencies
4.5.23 Management and maintenance
4.6 Self-service machines
5 Policies and strategies for the public sector
5.1 General considerations
5.2 Proposals for public administrations
5.2.1 General
5.2.2 Legislation, policies, standards or guidelines
5.2.3 Awareness-raising and training
5.2.4 Research and innovation in accessible tourism
5.2.5 Marketing and promotion strategies
5.3 Accessibility management in tourism destinations
6 Transport
6.1 General
6.2 Providing information and purchasing tickets in advance
6.3 Assistance services
6.4 Transport terminals infrastructure
6.4.1 General
6.4.2 Information systems
6.4.3 Public address or announcement (PA) systems
6.4.4 Informative panels
6.4.5 Automatic queuing allocation services
6.4.6 Organization of people flow
6.4.7 Security controls
6.5 Transport stops (quay, intermodal transfer, bus stop)
6.6 Transport boarding and disembarking features
6.6.1 General
6.6.2 Aircraft
6.6.3 Train
6.6.4 Metro tram
6.6.5 Buses (urban, interurban and tourist)
6.6.6 Ship and boat passengers
6.6.7 Taxis or small vehicles
6.7 The interior of vehicles
6.8 Road infrastructures
7 Urban and rural tourist spaces
7.1 General
7.2 Pedestrian tourist routes
7.2.1 General
7.2.2 Exterior horizontal circulation
7.2.3 Level changes: stairs, ramps, lifts
7.2.4 Provisions and public services in pedestrian tourist routes
7.2.5 Accessible urban wayfinding systems for tourists
7.3 Specific considerations in special tourist areas
7.3.1 Surroundings of points of tourist interest
7.3.2 Tourist routes in heritage sites
7.3.3 Tourist routes in shopping streets and leisure and catering areas
8 Leisure activities
8.1 General
8.2 Cultural tourism
8.2.1 Museums, exhibition halls, performance centres and buildings of tourist interest
8.2.2 Cinemas, theatres, concert halls and auditoriums
8.3 Cultural heritage buildings, monuments or sites
8.3.1 General considerations and planning for accessibility
8.3.2 Pre-visit information
8.4 Natural or outdoor activities
8.4.1 Accessibility of natural environments
8.4.2 Accessibility on beaches
8.4.3 Accessibility in adventure tourism activities
8.5 Shopping
8.5.1 General
8.5.2 Physical access to the premises
8.5.3 Internal circulation
8.5.4 Display areas and storage
8.5.5 Counters and checkouts
8.5.6 Storage and sales equipment
8.5.7 Fitting rooms
8.5.8 Sanitary facilities, baby-changing and toilets
8.5.9 Information and signage
8.5.10 Provision of wheelchairs on loan
9 Meetings, incentives, conventions and exhibitions (MICE)
9.1 General
9.2 Planning of the event
9.3 Planning the programme
9.4 Interpretation services and supports
9.5 Choosing a venue
9.6 Getting to the venue
9.7 Parking facilities
9.8 Physical access at the venue
9.9 Outdoor events and venues
10 Accommodation
10.1 General
10.2 Services
10.3 Accessibility in guest rooms
10.3.1 General
10.3.2 General accessibility considerations for all guest rooms
10.3.3 Accessible guest rooms
10.4 Common areas
11 Food and beverage services (catering spaces)
11.1 General
11.2 Service point
11.3 Type of service
11.4 Information provision
11.5 Service provision
11.6 Dining room or services room
12 Tour operators and travel agencies
12.1 General
12.2 Point of sale
12.3 Collecting and transmitting pre-departure information
12.4 Property information
12.5 Other services
Annex A (informative) The seven principles and 29 guidelines of Universal Design
Annex B (informative) Tables for using the Universal Design principles and guidelines in tourism communication design
Annex C (informative) Colour contrast
Annex D (informative) Reception counter
Annex E (informative) Accessible public toilets
Annex F (informative) Accessible guest rooms in accommodation establishments
Annex G (informative) Property information
Annex H (informative) IATA codes
Bibliography