ISO INTERNATIONAL 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 IS0 21902:2021(E) ISO @ISO2021 IS0 21902:2021(E) COPYRIGHTPROTECTED DOCUMENT @IS02021 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 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: [email protected] Website: www.iso.org Published in Switzerland ii @ IS0 2021 - All rights reserved IS0 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 Accessplan 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 @ IS0 2021 - All rights reserved ii IS0 21902:2021(E) 5.2.2 Legislation, policies, standards or guidelines .25 5.2.3 Awareness-raisingandtraining 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 Organizationofpeopleflow. 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 tour