Breakdown of Evaluation Criteria by Headings
This section provides an overview of relevant evaluation criteria for a business or service, listed under each of the four headings introduced above.
Evaluation of Information Services
Visitors must be able to obtain information regarding the accessibility of the services provided and communicate with the service provider, regardless of their possible restrictions due to age, disability or health condition.
So-called “Alternative (communication) Formats” should be provided by the operator where this would not entail an unreasonable burden to do so. Examples of Alternative Formats include e.g. Braille text, hearing enhancement systems for users of hearing aids, large-print brochures.
The evaluation of accessibility of information provision may address the following elements:
- Websites and mobile applications (apps) – assessment of conformity with Web Content Accessibility Guidelines (WCAG)
- Printed materials, including “Large Print” and “Easy Reading” versions and with suitable visual contrast; consideration of perception of visual images and/or text-based information by persons who are colour blind
- Communications by E-mail, text messaging (SMS), text-telephone and other text-based services
- Telephone services, including operator-controlled and Interactive Voice Response (IVR) services
- Alternative languages, including sign languages (via video)
- Video, including sub-titling, sign language and closed-caption audio description
- Audio guides, where provided at venues
- Communication by non-digital means (i.e. paper-based information, telephone, fax), for persons who cannot use digital devices.
Visitors must be able to obtain relevant information regarding accessibility of the services provided and make bookings/reservations or buy tickets, regardless of their possible restrictions due to disability.
The evaluation of accessibility of booking/ reservations/ticketing and payment provisions may address the following elements:
- Web-based booking systems – compliance with WCAG guidelines
- Booking apps – compliance with WCAG guidelines
- Ticketing systems for theatres, cinemas and festivals, etc. – taking into account booking of dedicated seating positions for persons using wheelchairs; possible discounts for personal assistants
- Alternative means of payment available
- ATMs – accessible approach and usable by people with sensory and/or motor impairments
- Personnel trained in disability awareness, accessibility and customer service.
Evaluation of Transfers/Transportation Services
Visitors must be able to obtain relevant information regarding accessibility of the services provided and access and use the transport option(s) available, regardless of their possible restrictions due to disability.
The evaluation of transfers and transportation services may address the following elements:
- Information, e.g. timetables, conditions for transport of luggage and ticketing, provided in accessible formats, whether online or at information/ticket counters
- Air/rail/bus/ferry terminal transfer services using wheelchair accessible vehicles and accessible boarding points
- Wheelchair accessible taxi / van services
- Passengers with assistance animals are permitted to use the transfer/transport services
- Passenger assistance, where possible.
Evaluation of the Built Environment
Visitors must be able to access, enter and use buildings, environments and other built facilities, regardless of their possible restrictions due to age, disability or health condition.
Environments and facilities must be free of obstacles that may cause discomfort or prevent anyone from enjoying the safe and convenient use of places, equipment or components. It is also necessary to ensure that warnings are provided to users who may be subject to sources of danger, in particular for persons who are blind, visually impaired, deaf or hard of hearing.
The evaluation of accessibility of buildings, outdoor environments and facilities may address the following elements:
- Landscape, protection/shelter from weather, planting, outdoor seating
- Signage and other on-site information and orientation/navigation systems
- Pedestrian access routes, road crossings
- Vehicle parking, including designated parking spaces for persons with disabilities (drivers/passengers)
- Drop-off points
- Public transport stops and terminals
- Entrances and doors
- Ramps and steps/stairs (indoors and out), including handrails and guarding
- Reception area, reception and sales counters, ticket machines/counters
- Toilets and sanitary facilities (including designated facilities for persons with disabilities); baby-changing facilities – also accessible for wheelchair users
- Guest rooms (including designated facilities for persons with disabilities)
- Functional rooms and spaces (with specific access criteria for different room types)
- Lighting environment and task lighting
- Acoustic environment
- Indoor air quality, ventilation
- Permission for visitors with assistance animals to enter and use the facilities and services at the venue.
Evaluation of Services and Activities at the Venue
Visitors must be able to obtain relevant information regarding accessibility of the services and activities provided and access and use these services, as far as possible in an independent manner – or with assistance – regardless of their possible restrictions due to disability.
The evaluation of accessibility of service and activity provisions may address the following elements:
- Staff training in disability awareness, accessibility and customer service
- Availability of detailed prior information regarding the service, in particular referring to accessibility, safety, possible age or height restrictions
- Terms and conditions for participation or using the service
- Availability of assistance, if required
- Offer of alternative means to participate in the activity or experience, e.g. at a different time or with additional support services.