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Why accessibility matters
For many businesses, digital accessibility is an afterthought. But for public sector organisations and companies that serve a diverse customer base, it’s an essential consideration. Ensuring that everyone can use a ticketing system—whether they have visual, auditory, or motor impairments—is not just about compliance; it’s about inclusivity and customer experience.
With accessibility regulations tightening across Europe, companies need to evaluate how their digital platforms support all users. In June 2025, new EU laws will require digital services to meet WCAG 2.1 accessibility standards. In the UK, WCAG 2.2 is already the benchmark. While the differences between these standards are minor, they highlight a growing global push towards better accessibility in online services.
Adapting to change: a practical approach
We knew accessibility was a priority and wanted to ensure our clients had peace of mind regarding compliance. This led us to look hard at our webshop and identify areas for improvement. Over the past 12 weeks, a dedicated project team has worked to ensure our customer-facing commerce solution meets and exceeds these standards.
Some of the key improvements include:
- Improved contrast ratios to make buttons and text clearer for visually impaired users
- Descriptive alt text for images so that screen readers can convey visual information effectively
- Clear error messaging that provides helpful instructions rather than generic warnings
- Better form labelling so users can navigate checkout processes with ease
- Keyboard navigation support, ensuring that users who rely on keyboards instead of a mouse can still complete purchases seamlessly
While compliance is a legal requirement, we see it as an opportunity to enhance the experience for all users. By meeting 97% compliance (when the required minimum is 93%), we’ve gone beyond the basics to create a smoother, more accessible customer journey.
Looking beyond compliance
Right now, laws require accessibility for B2C platforms—webshops and online booking systems used by the public. But we believe this is just the beginning. As accessibility awareness grows, likely, B2B tools will also face new requirements. That’s why we’re extending our accessibility approach to back-office systems and operational tools, ensuring they’re as inclusive as our customer-facing platforms.
What this means for operators
For tour operators and transport providers, ensuring that your digital presence is accessible isn’t just about avoiding legal trouble—it’s about serving your customers better. Many improvements, like clearer navigation and better readability, benefit all users, not just those with disabilities. Accessibility isn’t just about compliance; it’s about providing a seamless experience for everyone.
With the EU deadline approaching, now is the time to review your systems. If you’re unsure where to start, look at the core principles of WCAG compliance and assess your website’s ease of use. Small changes can make a big difference in helping all customers book their experiences with ease.
Want to learn more? Get in touch with us to find out how we can help improve accessibility and enhance your booking experience.
