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

Status
Published
Publication Date
05-Jul-2021
Current Stage
5060 - Close of voting Proof returned by Secretariat
Start Date
02-Jun-2021
Completion Date
01-Jun-2021

Buy Standard

Standard
ISO 21902:2021 - Tourism and related services -- Accessible tourism for all -- Requirements and recommendations
English language
81 pages
sale 15% off
Preview
sale 15% off
Preview
Draft
ISO/FDIS 21902:Version 03-apr-2021 - Tourism and related services -- Accessible tourism for all -- Requirements and recommendations
English language
81 pages
sale 15% off
Preview
sale 15% off
Preview
Draft
ISO/FDIS 21902:2021
English language
89 pages
sale 10% off
Preview
sale 10% off
Preview

e-Library read for
1 day

Standards Content (sample)

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 21902:2021(E)
ISO 2021
---------------------- Page: 1 ----------------------
ISO 21902:2021(E)
COPYRIGHT PROTECTED DOCUMENT
© 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
---------------------- Page: 2 ----------------------
ISO 21902:2021(E)
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

© ISO 2021 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO 21902:2021(E)

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 .............................................................................................................................................37

6.7 The interior of vehicles .................................................................................................................................................................37

6.8 Road infrastructures .......................................................................................................................................................................38

7 Urban and rural tourist spaces ...........................................................................................................................................................38

7.1 General ........................................................................................................................................................................................................38

7.2 Pedestrian tourist routes ............................................................................................................................................................38

7.2.1 General...................................................................................................................................................................................38

7.2.2 Exterior horizontal circulation .........................................................................................................................39

7.2.3 Level changes: stairs, ramps, lifts ...................................................................................................................40

7.2.4 Provisions and public services in pedestrian tourist routes...................................................40

7.2.5 Accessible urban wayfinding systems for tourists ..........................................................................40

7.3 Specific considerations in special tourist areas .......................................................................................................41

7.3.1 Surroundings of points of tourist interest ..............................................................................................41

7.3.2 Tourist routes in heritage sites .........................................................................................................................41

7.3.3 Tourist routes in shopping streets and leisure and catering areas ...................................42

8 Leisure activities................................................................................................................................................................................................42

8.1 General ........................................................................................................................................................................................................42

8.2 Cultural tourism ..................................................................................................................................................................................43

8.2.1 Museums, exhibition halls, performance centres and buildings of tourist

interest ..................................................................................................................................................................................43

8.2.2 Cinemas, theatres, concert halls and auditoriums ...........................................................................44

8.3 Cultural heritage buildings, monuments or sites ...................................................................................................45

8.3.1 General considerations and planning for accessibility ................................................................45

8.3.2 Pre-visit information .................................................................................................................................................46

8.4 Natural or outdoor activities ......... ...........................................................................................................................................46

8.4.1 Accessibility of natural environments ........................................................................................................46

8.4.2 Accessibility on beaches .........................................................................................................................................49

8.4.3 Accessibility in adventure tourism activities .......................................................................................50

8.5 Shopping ....................................................................................................................................................................................................51

8.5.1 General...................................................................................................................................................................................51

8.5.2 Physical access to the premises .......................................................................................................................51

8.5.3 Internal circulation .....................................................................................................................................................51

iv © ISO 2021 – All rights reserved
---------------------- Page: 4 ----------------------
ISO 21902:2021(E)

8.5.4 Display areas and storage .....................................................................................................................................52

8.5.5 Counters and checkouts .........................................................................................................................................52

8.5.6 Storage and sales equipment .............................................................................................................................52

8.5.7 Fitting rooms ....................................................................................................................................................................52

8.5.8 Sanitary facilities, baby-changing and toilets ......................................................................................52

8.5.9 Information and signage ........................................................................................................................................53

8.5.10 Provision of wheelchairs on loan ...................................................................................................................53

9 Meetings, incentives, conventions and exhibitions (MICE) ...................................................................................53

9.1 General ........................................................................................................................................................................................................53

9.2 Planning of the e vent ......................................................................................................................................................................53

9.3 Planning the pr ogramme ............................................................................................................................................................53

9.4 Interpretation services and supports ......... ......................................................................................................................54

9.5 Choosing a venue ...............................................................................................................................................................................54

9.6 Getting to the venue .........................................................................................................................................................................54

9.7 Parking facilities .................................................................................................................................................................................54

9.8 Physical access at the venue .....................................................................................................................................................55

9.9 Outdoor events and venues.......................................................................................................................................................56

10 Accommodation ..................................................................................................................................................................................................56

10.1 General ........................................................................................................................................................................................................56

10.2 Services .......................................................................................................................................................................................................57

10.3 Accessibility in guest rooms .....................................................................................................................................................58

10.3.1 General...................................................................................................................................................................................58

10.3.2 General accessibility considerations for all guest rooms ...........................................................58

10.3.3 Accessible guest rooms ...........................................................................................................................................59

10.4 Common areas ......................................................................................................................................................................................60

11 Food and beverage services (catering spaces) ...................................................................................................................61

11.1 General ........................................................................................................................................................................................................61

11.2 Service point ..........................................................................................................................................................................................61

11.3 Type of service .....................................................................................................................................................................................61

11.4 Information provision ....................................................................................................................................................................61

11.5 Service provision ................................................................................................................................................................................61

11.6 Dining room or services room ................................................................................................................................................62

12 Tour operators and travel agencies ...............................................................................................................................................62

12.1 General ........................................................................................................................................................................................................62

12.2 Point of sale .............................................................................................................................................................................................62

12.3 Collecting and transmitting pre-departure information .................................................................................62

12.4 Property information .....................................................................................................................................................................63

12.5 Other services .......................................................................................................................................................................................63

Annex A (informative) The seven principles and 29 guidelines of Universal Design .....................................64

Annex B (informative) Tables for using the Universal Design principles and guidelines in

tourism communication design .........................................................................................................................................................66

Annex C (informative) Colour contrast............................................................................................................................................................69

Annex D (informative) Reception counter ...................................................................................................................................................70

Annex E (informative) Accessible public toilets ....................................................................................................................................71

Annex F (informative) Accessible guest rooms in accommodation establishments ........................................72

Annex G (informative) Property information ..........................................................................................................................................74

Annex H (informative) IATA codes........................................................................................................................................................................78

Bibliography .............................................................................................................................................................................................................................79

© ISO 2021 – All rights reserved v
---------------------- Page: 5 ----------------------
ISO 21902:2021(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards

bodies (ISO member bodies). The work of preparing International Standards is normally carried out

through ISO technical committees. Each member body interested in a subject for which a technical

committee has been established has the right to be represented on that committee. International

organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.

ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of

electrotechnical standardization.
The procedures used to develop this document and those intended
...

FINAL
INTERNATIONAL ISO/FDIS
DRAFT
STANDARD 21902
ISO/TC 228
Tourism and related services —
Secretariat: UNE
Accessible tourism for all —
Voting begins on:
2021­04­06 Requirements and recommendations
Voting terminates on:
Tourisme et services connexes — Tourisme accessible pour tous —
2021­06-01
Exigences et recommandations
RECIPIENTS OF THIS DRAFT ARE INVITED TO
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO­
ISO/FDIS 21902:2021(E)
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN­
DARDS TO WHICH REFERENCE MAY BE MADE IN
NATIONAL REGULATIONS. ISO 2021
---------------------- Page: 1 ----------------------
ISO/FDIS 21902:2021(E)
COPYRIGHT PROTECTED DOCUMENT
© 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
CH­1214 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
---------------------- Page: 2 ----------------------
ISO/FDIS 21902:2021(E)
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 Face­to­face, telephone and video communication ........................................................................... 9

4.3.4 Digital communication systems .......................................................................................................................11

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 ........................................................................16

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 ............................................................................................................17

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 Self­service 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

© ISO 2021 – All rights reserved iii
---------------------- Page: 3 ----------------------
ISO/FDIS 21902:2021(E)

5.2.2 Legislation, policies, standards or guidelines ......................................................................................25

5.2.3 Awareness­raising 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 .............................................................................................................................................37

6.7 The interior of vehicles .................................................................................................................................................................37

6.8 Road infrastructures .......................................................................................................................................................................38

7 Urban and rural tourist spaces ...........................................................................................................................................................38

7.1 General ........................................................................................................................................................................................................38

7.2 Pedestrian tourist routes ............................................................................................................................................................38

7.2.1 General...................................................................................................................................................................................38

7.2.2 Exterior horizontal circulation .........................................................................................................................39

7.2.3 Level changes: stairs, ramps, lifts ...................................................................................................................40

7.2.4 Provisions and public services in pedestrian tourist routes...................................................40

7.2.5 Accessible urban wayfinding systems for tourists ..........................................................................40

7.3 Specific considerations in special tourist areas .......................................................................................................41

7.3.1 Surroundings of points of tourist interest ..............................................................................................41

7.3.2 Tourist routes in heritage sites .........................................................................................................................41

7.3.3 Tourist routes in shopping streets and leisure and catering areas ...................................42

8 Leisure activities................................................................................................................................................................................................42

8.1 General ........................................................................................................................................................................................................42

8.2 Cultural tourism ..................................................................................................................................................................................43

8.2.1 Museums, exhibition halls, performance centres and buildings of tourist

interest ..................................................................................................................................................................................43

8.2.2 Cinemas, theatres, concert halls and auditoriums ...........................................................................44

8.3 Cultural heritage buildings, monuments or sites ...................................................................................................45

8.3.1 General considerations and planning for accessibility ................................................................45

8.3.2 Pre­visit information .................................................................................................................................................46

8.4 Natural or outdoor activities ......... ...........................................................................................................................................46

8.4.1 Accessibility of natural environments ........................................................................................................46

8.4.2 Accessibility on beaches .........................................................................................................................................49

8.4.3 Accessibility in adventure tourism activities .......................................................................................50

8.5 Shopping ....................................................................................................................................................................................................51

8.5.1 General...................................................................................................................................................................................51

8.5.2 Physical access to the premises .......................................................................................................................51

8.5.3 Internal circulation .....................................................................................................................................................51

iv © ISO 2021 – All rights reserved
---------------------- Page: 4 ----------------------
ISO/FDIS 21902:2021(E)

8.5.4 Display areas and storage .....................................................................................................................................52

8.5.5 Counters and checkouts .........................................................................................................................................52

8.5.6 Storage and sales equipment .............................................................................................................................52

8.5.7 Fitting rooms ....................................................................................................................................................................52

8.5.8 Sanitary facilities, baby-changing and toilets ......................................................................................52

8.5.9 Information and signage ........................................................................................................................................53

8.5.10 Provision of wheelchairs on loan ...................................................................................................................53

9 Meetings, incentives, conventions and exhibitions (MICE) ...................................................................................53

9.1 General ........................................................................................................................................................................................................53

9.2 Planning of the e vent ......................................................................................................................................................................53

9.3 Planning the pr ogramme ............................................................................................................................................................53

9.4 Interpretation services and supports ......... ......................................................................................................................54

9.5 Choosing a venue ...............................................................................................................................................................................54

9.6 Getting to the venue .........................................................................................................................................................................54

9.7 Parking facilities .................................................................................................................................................................................54

9.8 Physical access at the venue .....................................................................................................................................................55

9.9 Outdoor events and venues.......................................................................................................................................................56

10 Accommodation ..................................................................................................................................................................................................56

10.1 General ........................................................................................................................................................................................................56

10.2 Services .......................................................................................................................................................................................................57

10.3 Accessibility in guest rooms .....................................................................................................................................................58

10.3.1 General...................................................................................................................................................................................58

10.3.2 General accessibility considerations for all guest rooms ...........................................................58

10.3.3 Accessible guest rooms ...........................................................................................................................................59

10.4 Common areas ......................................................................................................................................................................................60

11 Food and beverage services (catering spaces) ...................................................................................................................61

11.1 General ........................................................................................................................................................................................................61

11.2 Service point ..........................................................................................................................................................................................61

11.3 Type of service .....................................................................................................................................................................................61

11.4 Information provision ....................................................................................................................................................................61

11.5 Service provision ................................................................................................................................................................................61

11.6 Dining room or services room ................................................................................................................................................62

12 Tour operators and travel agencies ...............................................................................................................................................62

12.1 General ........................................................................................................................................................................................................62

12.2 Point of sale .............................................................................................................................................................................................62

12.3 Collecting and transmitting pre­departure information .................................................................................62

12.4 Property information .....................................................................................................................................................................63

12.5 Other services .......................................................................................................................................................................................63

Annex A (informative) The seven principles and 29 guidelines of Universal Design .....................................64

Annex B (informative) Tables for using the Universal Design principles and guidelines in

tourism communication design .........................................................................................................................................................66

Annex C (informative) Colour contrast............................................................................................................................................................69

Annex D (informative) Reception counter ...................................................................................................................................................70

Annex E (informative) Accessible public toilets ....................................................................................................................................71

Annex F (informative) Accessible guest rooms in accommodation establishments ........................................72

Annex G (informative) Property information ..........................................................................................................................................74

Annex H (informative) IATA codes........................................................................................................................................................................78

Bibliography .............................................................................................................................................................................................................................79

© ISO 2021 – All rights reserved v
---------------------- Page: 5 ----------------------
ISO/FDIS 21902:2021(E)
Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standard

...

SLOVENSKI STANDARD
kSIST ISO/FDIS 21902:2021
01-junij-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/FDIS 21902
ICS:
03.200.01 Prosti čas in turizem na Leisure and tourism in
splošno general
kSIST ISO/FDIS 21902:2021 en,fr,de

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

---------------------- Page: 1 ----------------------
kSIST ISO/FDIS 21902:2021
---------------------- Page: 2 ----------------------
kSIST ISO/FDIS 21902:2021
FINAL
INTERNATIONAL ISO/FDIS
DRAFT
STANDARD 21902
ISO/TC 228
Tourism and related services —
Secretariat: UNE
Accessible tourism for all —
Voting begins on:
2021­04­06 Requirements and recommendations
Voting terminates on:
Tourisme et services connexes — Tourisme accessible pour tous —
2021­06-01
Exigences et recommandations
RECIPIENTS OF THIS DRAFT ARE INVITED TO
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO­
ISO/FDIS 21902:2021(E)
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN­
DARDS TO WHICH REFERENCE MAY BE MADE IN
NATIONAL REGULATIONS. ISO 2021
---------------------- Page: 3 ----------------------
kSIST ISO/FDIS 21902:2021
ISO/FDIS 21902:2021(E)
COPYRIGHT PROTECTED DOCUMENT
© 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
CH­1214 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
---------------------- Page: 4 ----------------------
kSIST ISO/FDIS 21902:2021
ISO/FDIS 21902:2021(E)
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 Face­to­face, telephone and video communication ........................................................................... 9

4.3.4 Digital communication systems .......................................................................................................................11

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 ........................................................................16

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 ............................................................................................................17

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 Self­service 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

© ISO 2021 – All rights reserved iii
---------------------- Page: 5 ----------------------
kSIST ISO/FDIS 21902:2021
ISO/FDIS 21902:2021(E)

5.2.2 Legislation, policies, standards or guidelines ......................................................................................25

5.2.3 Awareness­raising 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 .............................................................................................................................................37

6.7 The interior of vehicles .................................................................................................................................................................37

6.8 Road infrastructures .......................................................................................................................................................................38

7 Urban and rural tourist spaces ...........................................................................................................................................................38

7.1 General ........................................................................................................................................................................................................38

7.2 Pedestrian tourist routes ............................................................................................................................................................38

7.2.1 General...................................................................................................................................................................................38

7.2.2 Exterior horizontal circulation .........................................................................................................................39

7.2.3 Level changes: stairs, ramps, lifts ...................................................................................................................40

7.2.4 Provisions and public services in pedestrian tourist routes...................................................40

7.2.5 Accessible urban wayfinding systems for tourists ..........................................................................40

7.3 Specific considerations in special tourist areas .......................................................................................................41

7.3.1 Surroundings of points of tourist interest ..............................................................................................41

7.3.2 Tourist routes in heritage sites .........................................................................................................................41

7.3.3 Tourist routes in shopping streets and leisure and catering areas ...................................42

8 Leisure activities................................................................................................................................................................................................42

8.1 General ........................................................................................................................................................................................................42

8.2 Cultural tourism ..................................................................................................................................................................................43

8.2.1 Museums, exhibition halls, performance centres and buildings of tourist

interest ..................................................................................................................................................................................43

8.2.2 Cinemas, theatres, concert halls and auditoriums ...........................................................................44

8.3 Cultural heritage buildings, monuments or sites ...................................................................................................45

8.3.1 General considerations and planning for accessibility ................................................................45

8.3.2 Pre­visit information .................................................................................................................................................46

8.4 Natural or outdoor activities ......... ...........................................................................................................................................46

8.4.1 Accessibility of natural environments ........................................................................................................46

8.4.2 Accessibility on beaches .........................................................................................................................................49

8.4.3 Accessibility in adventure tourism activities .......................................................................................50

8.5 Shopping ....................................................................................................................................................................................................51

8.5.1 General...................................................................................................................................................................................51

8.5.2 Physical access to the premises .......................................................................................................................51

8.5.3 Internal circulation .....................................................................................................................................................51

iv © ISO 2021 – All rights reserved
---------------------- Page: 6 ----------------------
kSIST ISO/FDIS 21902:2021
ISO/FDIS 21902:2021(E)

8.5.4 Display areas and storage .....................................................................................................................................52

8.5.5 Counters and checkouts .........................................................................................................................................52

8.5.6 Storage and sales equipment .............................................................................................................................52

8.5.7 Fitting rooms ....................................................................................................................................................................52

8.5.8 Sanitary facilities, baby-changing and toilets ......................................................................................52

8.5.9 Information and signage ........................................................................................................................................53

8.5.10 Provision of wheelchairs on loan ...................................................................................................................53

9 Meetings, incentives, conventions and exhibitions (MICE) ...................................................................................53

9.1 General ........................................................................................................................................................................................................53

9.2 Planning of the e vent ......................................................................................................................................................................53

9.3 Planning the pr ogramme ............................................................................................................................................................53

9.4 Interpretation services and supports ......... ......................................................................................................................54

9.5 Choosing a venue ...............................................................................................................................................................................54

9.6 Getting to the venue .........................................................................................................................................................................54

9.7 Parking facilities .................................................................................................................................................................................54

9.8 Physical access at the venue .....................................................................................................................................................55

9.9 Outdoor events and venues.......................................................................................................................................................56

10 Accommodation ..................................................................................................................................................................................................56

10.1 General ........................................................................................................................................................................................................56

10.2 Services .......................................................................................................................................................................................................57

10.3 Accessibility in guest rooms .....................................................................................................................................................58

10.3.1 General...................................................................................................................................................................................58

10.3.2 General accessibility considerations for all guest rooms ...........................................................58

10.3.3 Accessible guest rooms ...........................................................................................................................................59

10.4 Common areas ......................................................................................................................................................................................60

11 Food and beverage services (catering spaces) ...................................................................................................................61

11.1 General ........................................................................................................................................................................................................61

11.2 Service point ..........................................................................................................................................................................................61

11.3 Type of service .....................................................................................................................................................................................61

11.4 Information provision ....................................................................................................................................................................61

11.5 Service provision ................................................................................................................................................................................61

11.6 Dining room or services room ................................................................................................................................................62

12 Tour operators and travel agencies ...............................................................................................................................................62

12.1 General ........................................................................................................................................................................................................62

12.2 Point of sale .............................................................................................................................................................................................62

12.3 Collecting and transmitting pre­departure information .................................................................................62

12.4 Property information .....................................................................................................................................................................63

12.5 Other services .......................................................................................................................................................................................63

Annex A (informative) The seven principles and 29 guidelines of Universal Design .....................................64

Annex B (informative) Tables for using the Universal Design principles and guidelines in

tourism communication design .........................................................................................................................................................66

Annex C (informative) Colour contrast............................................................................................................................................................69

Annex D (informative) Reception counter ...................................................................................................................................................70

Annex E (informative) Accessible public toilets ....................................................................................................................................71

Annex F (informative) Accessible guest rooms in accommodation establishments ...................

...

Questions, Comments and Discussion

Ask us and Technical Secretary will try to provide an answer. You can facilitate discussion about the standard in here.