ISO 21902:2021

Overview

ISO 21902:2021 - Tourism and related services: Accessible tourism for all - Requirements and recommendations defines requirements and guidance to ensure tourism is accessible and enjoyable for the widest range of people of all ages and abilities. The standard targets public and private stakeholders across the tourism supply chain - from public administrations and destination managers to accommodation, transport operators, tour operators, MICE and leisure providers - and applies at local, regional, national and international levels.

Key topics and technical requirements

ISO 21902:2021 combines normative requirements with practical recommendations addressing the full visitor experience:

• Policy, strategy and governance
  • Accessibility management for destinations, public-sector proposals, legislation and policy integration.
• Design of accessible services
  • Product development, access planning, monitoring, evaluation and continual improvement.
• Information and communication
  • Requirements for written, face-to-face, telephone/video and digital communications to ensure clarity and accessibility.
• Training
  • Staff competence, awareness-raising and training content for frontline and management roles.
• Built environment and functional requirements
  • Approach routes, parking, ramps, entrances, accessible routes, doors, lifts, toilets, signage, lighting, emergency procedures and maintenance.
• Self-service equipment
  • Design and placement of kiosks, ticket machines and digital interfaces to be usable by diverse users.
• Transport
  • Information and booking, assistance services, terminals, boarding/disembarking features and vehicle interiors.
• Urban, rural and leisure spaces
  • Pedestrian tourist routes, wayfinding, heritage sites, beaches, natural environments, cultural venues, shopping and recreational activities.

Practical applications - who uses ISO 21902

ISO 21902 is used to:

• Guide public administrations in destination accessibility planning, policy-making and procurement.
• Support hotels, restaurants and attractions in auditing and adapting facilities and services.
• Inform transport operators and terminals on accessible boarding, information systems and passenger assistance.
• Help tour operators, travel agencies and MICE organizers design inclusive products and communications.
• Provide a framework for contractors, designers and suppliers to meet accessibility requirements in new and retrofit projects.

Benefits include improved visitor inclusion, compliance alignment, enhanced customer experience, and better market reach to seniors and people with disabilities.

Related standards and references

ISO 21902 complements national accessibility regulations, building codes and digital accessibility guidance (for example, web and digital content accessibility standards). Organizations should align ISO 21902 guidance with applicable local laws and sector-specific standards when implementing accessible tourism solutions.

Keywords: ISO 21902, accessible tourism, tourism for all, accessibility standard, tourism accessibility, inclusive tourism, travel accessibility.