The Requirements of the European Accessibility Act (EAA) for Transport Services Websites

The European Accessibility Act (EAA) was enacted to ensure that people with disabilities have access to products and services, allowing for their full participation in society. The EAA applies across various sectors, including the digital realm, and particularly focuses on making digital services like websites and mobile apps accessible to people with disabilities. One critical area affected by the EAA is transport services, including travel booking websites and ticketing platforms.

Transport service providers, such as airlines, railways, and bus operators, must comply with the EAA’s requirements by 2025. This article provides an overview of the key requirements transport services must meet under the EAA to make their digital platforms accessible.

Key Requirements of the EAA for Transport Services Websites

Transport service providers are required to ensure that their websites, apps, and digital services are accessible to people with a wide range of disabilities, including visual, auditory, cognitive, and motor impairments. The EAA follows existing accessibility guidelines such as the Web Content Accessibility Guidelines (WCAG) 2.1, which outline best practices for making digital content accessible.

1. Perceivable Information and User Interface

One of the core principles of the EAA is that all information and user interface components on transport service websites should be perceivable by users, including those with disabilities. This means:

• Text Alternatives: All non-text content, such as images or videos, must have descriptive text alternatives (e.g., alt text for images, captions for videos).
• Adaptable Content: Websites must be able to be presented in different formats (such as larger text or simplified layouts) without losing information or functionality.
• Distinguishable Content: Ensuring that text is readable and that users can easily distinguish between different elements, such as providing adequate color contrast and ensuring text can be resized without losing clarity.

For instance, a transport booking platform must ensure that all icons, buttons, and visual information (such as seat availability, ticket pricing, or departure times) can be easily interpreted by screen readers used by individuals with visual impairments.

2. Operable User Interface and Navigation

Websites must be operable in a way that allows all users, including those using assistive technologies, to navigate and interact with the site:

• Keyboard Navigation: Websites should be fully functional using just a keyboard, ensuring that people who cannot use a mouse or other pointing device can still access all features, such as selecting tickets, entering payment details, and confirming bookings.
• Clear Navigation: The platform’s navigation should be simple and consistent, with intuitive headings, labels, and link descriptions that accurately convey what a user can expect. A travel booking site should, for instance, have clear headings for selecting destinations, dates, and passenger information.
• Timed Activities: For users with cognitive or motor impairments, certain time-sensitive actions (e.g., completing a booking within a limited time) may be difficult. The EAA requires providing users with the ability to extend time limits or offering alternatives that don’t penalize slower navigation.
  

3. Understandable Information and Operation

Transport service websites must ensure that all information and functions are understandable by all users, regardless of their disabilities:

• Readable Content: Content should be presented in clear, simple language. Users should be able to adjust or translate information into simpler terms if needed.
• Predictable Website Behavior: Websites should behave consistently. For example, links should open as expected, and users should not be surprised by pop-ups or shifts in content without clear warning.
• Error Identification and Assistance: Forms and interactive components must offer guidance when errors occur, such as when a user inputs incorrect passenger details or payment information. The system should clearly indicate what the problem is and how to correct it.
  

4. Robust Compatibility with Assistive Technologies

Transport service websites must be robust and able to work with a wide range of current and future assistive technologies. This includes ensuring compatibility with screen readers, voice input devices, and alternative keyboards. The site’s code should be structured in a way that does not interfere with the operation of assistive tools, following best practices in web development such as semantic HTML.

For example, a ticketing platform should ensure that key booking steps like selecting dates, choosing seat preferences, and submitting payment details are fully accessible through assistive technologies.

Additional Considerations for Mobile Applications

The EAA’s requirements extend beyond websites to include mobile apps provided by transport services. Many people rely on these apps for real-time updates, ticket bookings, and navigation. Transport companies must ensure their apps comply with similar accessibility standards as websites:

• Accessible Navigation: Mobile apps should allow users with disabilities to access all functions, including booking tickets, managing reservations, or receiving updates about their journeys.
• Screen Reader Compatibility: Just like websites, mobile apps need to be fully compatible with screen readers like VoiceOver (iOS) or TalkBack (Android). This means all app elements should be labeled appropriately and function seamlessly.
• Gesture Alternatives: For users who cannot perform complex touch gestures, apps should offer simple, alternative methods for performing tasks, such as tap or swipe actions instead of multi-finger gestures.
  

Ongoing Compliance and Monitoring

In addition to meeting these specific requirements, transport service providers must also ensure that accessibility is continuously monitored and improved. This includes:

• Regular Audits and User Testing: Transport websites and apps should be regularly tested for accessibility, including real-world testing by users with disabilities to ensure all features work as intended.
• Accessible Customer Support: Transport service providers should offer customer support in accessible formats (e.g., through chat services that are compatible with screen readers, or telephone lines with text relay options for people who are deaf or hard of hearing).
• Feedback Mechanisms: There should be clear ways for users with disabilities to provide feedback on accessibility issues, and transport companies must act on this feedback to make necessary improvements.
  

Conclusion

The European Accessibility Act sets out clear guidelines for transport services to ensure that their digital platforms, including websites and mobile apps, are accessible to all users, regardless of disability. By following the EAA’s principles of perceivability, operability, understandability, and robustness, transport service providers can create a more inclusive and equitable experience for passengers. As the 2025 compliance deadline approaches, companies must prioritize accessibility to ensure that all users, including those with disabilities, can book and manage travel with ease and confidence.

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