EAA requirements for passenger transport

In brief

Passenger transport is in the scope of the European Accessibility Act, but only for certain elements (Article 2(2)(c)). For air, bus, rail and waterborne transport these are websites, apps, e-tickets, transport information and interactive self-service terminals. For urban, suburban and regional transport, only the self-service terminals are covered.

Annex I adds two information requirements for passenger transport on top of the general requirements for services.

Which elements are covered?

Article 2(2)(c) covers these elements of air, bus, rail and waterborne passenger transport services provided to consumers:

• websites;
• mobile device-based services, including mobile applications;
• electronic tickets and electronic ticketing services;
• delivery of transport service information, including real-time travel information; for information screens this is limited to interactive screens located in the Union;
• interactive self-service terminals located in the Union, except those installed as integrated parts of vehicles, aircraft, ships and rolling stock.

For urban, suburban and regional transport services, only the self-service terminals in the last point apply.

Requirements specific to passenger transport (Section IV, point C)

• Provide information on the accessibility of vehicles, surrounding infrastructure and the built environment, and on the assistance available to persons with disabilities.
• Provide information on smart ticketing, real-time travel information and additional service information, such as temporarily unavailable services or out-of-order lifts.

As we read it, this point applies to air, bus, rail and waterborne transport, and not to urban, suburban and regional transport. Check the exact wording of Annex I before you cite it.

General requirements for services (Section III)

The general requirements for services also apply to the covered elements. They include accessible websites and mobile services, accessible information about how the service works, and accessible support services such as help desks and call centres. See e-commerce requirements for a summary of Section III.

Where to start in the checklist

The mapping is practical guidance, not a clause reference:

• Journey planners and booking: labels or instructions, error identification and keyboard access.
• Delays and disruptions: status messages and use of colour for status indicators.
• Timetables and tables: info and relationships.
• Tickets and boarding passes: non-text content for QR codes and other images.
• Terminals: see the page on hardware and self-service terminals.

What to do

• List your covered elements. Website, app, tickets, travel information and terminals.
• Check the urban carve-out. If you run urban, suburban or regional services, concentrate on the terminals.
• Publish the information in Section IV. Vehicle, infrastructure and assistance information, and live service information.
• Test real-time information. Disruption notices must reach screen reader and keyboard users.
• Cover the terminals. Interactive self-service terminals are in scope in all transport types.

Common mistakes

• Treating transport as all or nothing. The Directive covers specific elements, and urban services have a narrower scope.
• Accessible site, inaccessible terminals. Interactive self-service terminals are covered for all passenger transport.
• Disruption news in colour only. Status and delay information must not depend on colour.
• No infrastructure information. Section IV asks for information on vehicles, infrastructure and assistance.
• Forgetting the app. Mobile applications and e-tickets are covered elements.

Sources

• Directive (EU) 2019/882, European Accessibility Act (EUR-Lex), opens in a new tab

This page is for informational purposes only and is not legal advice. For binding requirements, refer to the official text of the European Accessibility Act (Directive (EU) 2019/882) and to the national law of the Member State where you operate.