Transport Services Hub
Rail, air, bus, and ferry operators providing passenger services with digital touchpoints must comply with the EAA. This covers ticketing websites and apps, real-time information systems, self-service kiosks, and any digital service used to book, manage, or access a journey.
- ›European Accessibility Act (Directive 2019/882)
- ›Regulation (EU) 2021/782 (Rail Passengers Rights)
- ›Regulation (EC) 1107/2006 (Air Passengers with Disabilities)
- ›EN 301 549 v3.2.1
- ›WCAG 2.2 Level AA
- ›EN 301 549 Chapter 8 (Kiosks/Terminals)
- ›EN 301 549 Chapter 9 (Web)
- ›EN 301 549 Chapter 11 (Apps)
- ›ISO 9241-171 (Software Accessibility)
Compliance Requirements
Ticketing Kiosks & Self-Service Terminals
All self-service ticket machines must comply with EN 301 549 Chapter 8: provide a standard 3.5mm headphone jack for private audio output, tactile keys or Braille labels on at least one keypad, screen tilt or readable display height for wheelchair users, and allow timeout extensions. Non-visual operation must be possible for the complete purchase journey without staff assistance.
Ticketing Websites
Journey search, seat selection, passenger detail entry, payment, and ticket download/collection must all meet WCAG 2.2 Level AA. Date and time pickers must be keyboard-operable. Interactive seat maps must convey seat availability, class, and features (e.g., step-free, table, aisle) via text labels accessible to screen readers.
Mobile Ticketing & Journey Apps
Apps storing digital tickets must work with VoiceOver and TalkBack so that boarding pass barcodes include an accessible text alternative (booking reference, origin, destination, time). Journey planning features must support dynamic text sizing without content truncation. Offline functionality should be tested with accessibility settings active.
Real-Time Information Systems
Departure boards, delay announcements, gate change alerts, and platform alterations delivered via digital displays or apps must be accessible. Apps must use ARIA live regions or OS notification APIs so screen readers announce updates without user interaction. Audio announcements in physical environments support but do not replace digital accessibility obligations.
Journey Planning & Route Information
Journey planning tools must describe routes in text, including step-free route availability, interchange requirements, and estimated journey times. Map-based interfaces must be accompanied by a list-based or text alternative. Where step-free routes are unavailable, the system must clearly communicate this and suggest alternatives.
Assistance Request Services
Online and app-based systems for requesting mobility assistance (e.g., wheelchair ramp, porter) must be accessible themselves. Forms must meet WCAG 2.2 AA. Confirmation and cancellation of assistance must be achievable without telephone — or telephone must be augmented by relay service and RTT.
Accessible Booking & Account Management
Saved passengers, loyalty accounts, e-tickets, and refund request flows must all be accessible. Refund and complaint submission forms are high-priority. Booking history displayed in tables must use semantic table markup with column headers. Invoice and ticket PDF downloads must be tagged.
Practical Steps to Compliance
- 1
Audit every physical kiosk model against EN 301 549 Chapter 8 — document gaps and create a remediation roadmap
- 2
Test your booking website end-to-end with NVDA + Firefox and VoiceOver + Safari
- 3
Review interactive seat maps — engage with blind users or specialist consultants to validate usability
- 4
Ensure delay and gate-change push notifications in your app are announced by screen readers
- 5
Add an accessibility feedback route to your booking confirmation page
- 6
Coordinate with third-party payment and ticketing platform providers on their EAA compliance status
- 7
Brief station operations staff on the digital accessibility obligations and how to support passengers
Exemptions & Proportionate Burden
Microenterprises are exempt. Urban transport SMEs may claim proportionate burden on hardware upgrades where the cost of terminal replacement is demonstrably disproportionate; documentary evidence required.
Recommended Tools for This Sector
These AccessibilityRef tools are specifically relevant to your compliance needs. Use them to test, assess, and document your accessibility posture.
Transport & Booking Checklist
Sector-specific EAA Annex I §II–III checklist — journey search, seat selection, assistance booking, and disruption alerts.
Open tool →Self-Service Terminal Checklist
Ticketing machines, check-in kiosks, and information terminals must meet EN 301 549 Chapter 8.
Open tool →Focus Order Visualiser
Test keyboard navigation through booking flows — seat maps, date pickers, and passenger forms.
Open tool →Mobile Checker
Check mobile boarding passes and travel apps for touch targets, viewport handling, and screen reader support.
Open tool →Contrast Checker
Verify departure boards, fare tables, and booking confirmation pages meet contrast requirements.
Open tool →Alt Text Checker
Seat maps and route diagrams need descriptive alt text — not just 'seat map' or 'route.png'.
Open tool →Accessibility Statement Wizard
Generate the mandatory EAA accessibility statement for your passenger transport service.
Open tool →Self-Assessment Pipeline
Run a full WCAG 2.2 / EAA self-assessment of your booking platform.
Open tool →Important Legal Disclaimer
This tool is a self-assessment aid only and does not constitute legal advice or a formally certified compliance assessment. Outputs — including reports, scores, checklists, and accessibility statements — are for internal use and should be reviewed by a qualified legal representative or independent accessibility auditor before being relied upon for regulatory, procurement, or public-disclosure purposes. All assessment risk lies with the internal assessor. accessibilityref, its developers, and staff accept zero liability for losses arising from use of or reliance on these outputs. Always verify against official sources: the W3C WCAG 2.2 Recommendation, the European Accessibility Act (Directive 2019/882), and your national enforcement authority.