SIST ISO 21902:2021
(Main)Tourism and related services - Accessible tourism for all - Requirements and recommendations
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.
Tourisme et services connexes - Tourisme accessible pour tous - Exigences et recommandations
Turizem in sorodne storitve - Dostopen turizem za vse - Zahteve in priporočila
General Information
Standards Content (Sample)
SLOVENSKI STANDARD
01-september-2021
Turizem in sorodne storitve - Dostopen turizem za vse - Zahteve in priporočila
Tourism and related services - Accessible tourism for all - Requirements and
recommendations
Tourisme et services connexes - Tourisme accessible pour tous - Exigences et
recommandations
Ta slovenski standard je istoveten z: ISO 21902:2021
ICS:
03.200.01 Prosti čas in turizem na Leisure and tourism in
splošno general
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.
INTERNATIONAL ISO
STANDARD 21902
First edition
2021-07
Tourism and related services —
Accessible tourism for all —
Requirements and recommendations
Tourisme et services connexes — Tourisme accessible pour tous —
Exigences et recommandations
Reference number
©
ISO 2021
© ISO 2021
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2021 – All rights reserved
Contents Page
Foreword .vi
Introduction .vii
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Core requirements and recommendations . 5
4.1 General . 5
4.1.1 General consideration . 5
4.1.2 Legal requirements . 5
4.1.3 Specific consideration . 6
4.2 Design of accessible services . 6
4.2.1 General. 6
4.2.2 Product development . 6
4.2.3 Access plan . 7
4.2.4 Monitoring, evaluation and continual improvement . 7
4.3 Information and communication . 7
4.3.1 General requirements . 7
4.3.2 Written communication. 8
4.3.3 Face-to-face, telephone and video communication . 9
4.3.4 Digital communication systems .12
4.4 Training .13
4.4.1 General.13
4.4.2 Training contents .13
4.5 Common functional requirements for the built environment .14
4.5.1 General.14
4.5.2 Approach to a building .15
4.5.3 Designated accessible parking spaces .15
4.5.4 Paths to the building .15
4.5.5 Ramps .16
4.5.6 Building entrances .16
4.5.7 Reception areas, counters, desks and ticket offices .17
4.5.8 Accessible routes within buildings .17
4.5.9 Floor and wall surfaces .17
4.5.10 Doors and door fixtures and fittings .18
4.5.11 Windows and window fixtures and fittings .18
4.5.12 Stairs .18
4.5.13 Handrails .18
4.5.14 Lifts (elevators) .19
4.5.15 Vertical and inclined lifting platforms .19
4.5.16 Escalators and moving walkways .19
4.5.17 Toilets and sanitary rooms .20
4.5.18 Lighting .20
4.5.19 Equipment, controls and switches .21
4.5.20 Furnishing . .21
4.5.21 Signage.22
4.5.22 Fire safety and other emergencies .22
4.5.23 Management and maintenance .23
4.6 Self-service machines .23
5 Policies and strategies for the public sector .23
5.1 General considerations .23
5.2 Proposals for public administrations .24
5.2.1 General.24
5.2.2 Legislation, policies, standards or guidelines .25
5.2.3 Awareness-raising and training .26
5.2.4 Research and innovation in accessible tourism .27
5.2.5 Marketing and promotion strategies .29
5.3 Accessibility management in tourism destinations .30
6 Transport .31
6.1 General .31
6.2 Providing information and purchasing tickets in advance .32
6.3 Assistance services .33
6.4 Transport terminals infrastructure .33
6.4.1 General.33
6.4.2 Information systems .34
6.4.3 Public address or announcement (PA) systems.34
6.4.4 Informative panels .34
6.4.5 Automatic queuing allocation services .34
6.4.6 Organization of people flow .34
6.4.7 Security controls .35
6.5 Transport stops (quay, intermodal transfer, bus stop) .35
6.6 Transport boarding and disembarking features .36
6.6.1 General.36
6.6.2 Aircraft .36
6.6.3 Train .
...
INTERNATIONAL ISO
STANDARD 21902
First edition
2021-07
Tourism and related services —
Accessible tourism for all —
Requirements and recommendations
Tourisme et services connexes — Tourisme accessible pour tous —
Exigences et recommandations
Reference number
©
ISO 2021
© ISO 2021
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2021 – All rights reserved
Contents Page
Foreword .vi
Introduction .vii
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Core requirements and recommendations . 5
4.1 General . 5
4.1.1 General consideration . 5
4.1.2 Legal requirements . 5
4.1.3 Specific consideration . 6
4.2 Design of accessible services . 6
4.2.1 General. 6
4.2.2 Product development . 6
4.2.3 Access plan . 7
4.2.4 Monitoring, evaluation and continual improvement . 7
4.3 Information and communication . 7
4.3.1 General requirements . 7
4.3.2 Written communication. 8
4.3.3 Face-to-face, telephone and video communication . 9
4.3.4 Digital communication systems .12
4.4 Training .13
4.4.1 General.13
4.4.2 Training contents .13
4.5 Common functional requirements for the built environment .14
4.5.1 General.14
4.5.2 Approach to a building .15
4.5.3 Designated accessible parking spaces .15
4.5.4 Paths to the building .15
4.5.5 Ramps .16
4.5.6 Building entrances .16
4.5.7 Reception areas, counters, desks and ticket offices .17
4.5.8 Accessible routes within buildings .17
4.5.9 Floor and wall surfaces .17
4.5.10 Doors and door fixtures and fittings .18
4.5.11 Windows and window fixtures and fittings .18
4.5.12 Stairs .18
4.5.13 Handrails .18
4.5.14 Lifts (elevators) .19
4.5.15 Vertical and inclined lifting platforms .19
4.5.16 Escalators and moving walkways .19
4.5.17 Toilets and sanitary rooms .20
4.5.18 Lighting .20
4.5.19 Equipment, controls and switches .21
4.5.20 Furnishing . .21
4.5.21 Signage.22
4.5.22 Fire safety and other emergencies .22
4.5.23 Management and maintenance .23
4.6 Self-service machines .23
5 Policies and strategies for the public sector .23
5.1 General considerations .23
5.2 Proposals for public administrations .24
5.2.1 General.24
5.2.2 Legislation, policies, standards or guidelines .25
5.2.3 Awareness-raising and training .26
5.2.4 Research and innovation in accessible tourism .27
5.2.5 Marketing and promotion strategies .29
5.3 Accessibility management in tourism destinations .30
6 Transport .31
6.1 General .31
6.2 Providing information and purchasing tickets in advance .32
6.3 Assistance services .33
6.4 Transport terminals infrastructure .33
6.4.1 General.33
6.4.2 Information systems .34
6.4.3 Public address or announcement (PA) systems.34
6.4.4 Informative panels .34
6.4.5 Automatic queuing allocation services .34
6.4.6 Organization of people flow .34
6.4.7 Security controls .35
6.5 Transport stops (quay, intermodal transfer, bus stop) .35
6.6 Transport boarding and disembarking features .36
6.6.1 General.36
6.6.2 Aircraft .36
6.6.3 Train .36
6.6.4 Metro tram .36
6.6.5 Buses (urban, interurban and tourist) .37
6.6.6 Ship and boat passengers .37
6.6.7 Taxis or small vehicles .
...
INTERNATIONAL ISO
STANDARD 21902
First edition
2021-07
Tourism and related services —
Accessible tourism for all —
Requirements and recommendations
Tourisme et services connexes — Tourisme accessible pour tous —
Exigences et recommandations
Reference number
©
ISO 2021
© ISO 2021
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2021 – All rights reserved
Contents Page
Foreword .vi
Introduction .vii
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Core requirements and recommendations . 5
4.1 General . 5
4.1.1 General consideration . 5
4.1.2 Legal requirements . 5
4.1.3 Specific consideration . 6
4.2 Design of accessible services . 6
4.2.1 General. 6
4.2.2 Product development . 6
4.2.3 Access plan . 7
4.2.4 Monitoring, evaluation and continual improvement . 7
4.3 Information and communication . 7
4.3.1 General requirements . 7
4.3.2 Written communication. 8
4.3.3 Face-to-face, telephone and video communication . 9
4.3.4 Digital communication systems .12
4.4 Training .13
4.4.1 General.13
4.4.2 Training contents .13
4.5 Common functional requirements for the built environment .14
4.5.1 General.14
4.5.2 Approach to a building .15
4.5.3 Designated accessible parking spaces .15
4.5.4 Paths to the building .15
4.5.5 Ramps .16
4.5.6 Building entrances .16
4.5.7 Reception areas, counters, desks and ticket offices .17
4.5.8 Accessible routes within buildings .17
4.5.9 Floor and wall surfaces .17
4.5.10 Doors and door fixtures and fittings .18
4.5.11 Windows and window fixtures and fittings .18
4.5.12 Stairs .18
4.5.13 Handrails .18
4.5.14 Lifts (elevators) .19
4.5.15 Vertical and inclined lifting platforms .19
4.5.16 Escalators and moving walkways .19
4.5.17 Toilets and sanitary rooms .20
4.5.18 Lighting .20
4.5.19 Equipment, controls and switches .21
4.5.20 Furnishing . .21
4.5.21 Signage.22
4.5.22 Fire safety and other emergencies .22
4.5.23 Management and maintenance .23
4.6 Self-service machines .23
5 Policies and strategies for the public sector .23
5.1 General considerations .23
5.2 Proposals for public administrations .24
5.2.1 General.24
5.2.2 Legislation, policies, standards or guidelines .25
5.2.3 Awareness-raising and training .26
5.2.4 Research and innovation in accessible tourism .27
5.2.5 Marketing and promotion strategies .29
5.3 Accessibility management in tourism destinations .30
6 Transport .31
6.1 General .31
6.2 Providing information and purchasing tickets in advance .32
6.3 Assistance services .33
6.4 Transport terminals infrastructure .33
6.4.1 General.33
6.4.2 Information systems .34
6.4.3 Public address or announcement (PA) systems.34
6.4.4 Informative panels .34
6.4.5 Automatic queuing allocation services .34
6.4.6 Organization of people flow .34
6.4.7 Security controls .35
6.5 Transport stops (quay, intermodal transfer, bus stop) .35
6.6 Transport boarding and disembarking features .36
6.6.1 General.36
6.6.2 Aircraft .36
6.6.3 Train .36
6.6.4 Metro tram .36
6.6.5 Buses (urban, interurban and tourist) .37
6.6.6 Ship and boat passengers .37
6.6.7 Taxis or small vehicles .
...
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