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Online and digital accessibility in passenger transport

Passenger transport operators in the European Union (EU) must ensure that their online and digital services are accessible to everyone, including people with disabilities. This includes websites, apps, electronic tickets and information displayed on screens in vehicles and terminals. The Human Environment and Transport Inspectorate (ILT) oversees compliance with these obligations in the Netherlands.

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What is online and digital accessibility in passenger transport?

Online and digital accessibility means that all passengers can use online and digital services in public and commercial passenger transport. This includes people who are visually impaired, hearing impaired or have other disabilities. Examples include:

  • Clear and easily readable websites and apps with digital travel information.
  • Being able to buy an online ticket with the help of a screen reader.
  • Receiving clear travel information through digital screens or announcements at stations and in vehicles.
  • This allows travellers in the EU to plan, book and track their journey.

Reporting a problem with online or digital accessibility in passenger transport

If you have encountered a situation where information is not online or digitally accessible, first report your comment to the transport provider offering the service. Afterwards, you can also report online and digital accessibility issues to the ILT. In the online form, under “Your notification”, describe that your report concerns online or digital accessibility and describe the situation.

What the ILT will do with your report

The ILT checks whether travellers can easily plan, book and make a journey by plane, train, bus and a number of cruise ships and ferries in the Netherlands. If you report a situation to the ILT where this has not been the case, the ILT will pass this on to the transport operator. The ILT will ask what measures the transport operator will take to improve the situation.

European Accessibility Act

The legal obligations regarding online and digital accessibility in transport are set out by the EU in the European Accessibility Act. This directive stipulates that all products and services, including online and digital products and services, covered by the directive must be accessible to citizens and residents travelling in the EU. This includes citizens and residents who are visually impaired, hearing impaired or have other disabilities.

Transition period for existing services and products

New products and services must be accessible online and digitally. If a product or service was put into use before 28 June 2025, a transition period usually applies. That is why not all products comply with the new requirements yet.

Other complaints about accessibility

Accessibility goes beyond online and digital resources and beyond public and commercial transport . See where you can report products or services that are not accessible (in Dutch). If you need help finding the right contact, ring Informatie Rijksoverheid, the Public Information Service in the Netherlands, by dialling 1400 from within the Netherlands or +31 70 214 0214 from outside the Netherlands.