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Accessibility statement

We're committed to making our online services as accessible as possible for all customers. To find out more about how our website meets accessibility guidelines please see:

This statement applies to content published on the domain.

This website is run by iTravel.

Accessibility of our online services

It is designed to be used by as many people as possible. The text should be clear and simple to understand. You should be able to:

  • zoom in up to 300% without problems
  • navigate most of the website using just a keyboard
  • use most of our online services with screen reader software

Most of our online services work when scripts, applets or other programmatic objects are turned off, or aren't supported by a device. However, your experience using online services without scripts running may degrade.

Our online services are partially compliant with the latest Web Content Accessibility Guidelines, known as 'WCAG 2.1 AA'. Get details of online services which don't meet accessibility standards, and online services exempt from accessibility standards.

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Requesting services in an accessible format

If you need information in a different format email:, and tell us:

  • the location of the information (copy and paste the URL/address from your browser address bar)
  • your name and email address (so we can respond)
  • the format you need (for example, audio CD, braille, British Sign Language (BSL), large print, accessible PDF)

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Reporting accessibility problems with this website

If you find any accessibility problems that are not listed on this page, or you think we’re not meeting the accessibility requirements, email: in the first instance so that we can work to resolve the issue. If you contact iTravel with a complaint about the accessibility of our online services, and you’re not happy with our response the Equality Advisory and Support Service may be able to help you.

The Equality and Human Rights Commission is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations.

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How accessible this website is

Parts of this website are not fully accessible. For example:

  • the text will not reflow in a single column when you change the size of the browser window
  • you cannot modify the line height or spacing of text
  • some of our online forms are difficult to navigate using just a keyboard

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Compliance status

The content iTravel is committed to making our website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) Accessibility Regulations 2018. This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the following non-compliances listed below.

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Non-accessible content

The content listed below is non-accessible for the following reasons.


  • There may be some links that don't provide descriptive text as the content of their element. The description helps users to distinguish this link from other links and determine whether to follow the link.
    This relates to WCAG 2.1 AA H30: Providing link text that describes the purpose of a link for anchor elements.
  • There may be some instances where HTML and XHTML are not used according to their respective technical specifications. Using HTML and XHTML in the manner described by the specifications ensures that user agents, including assistive technologies, will be able to present representations of the feature that are accurate to the author's intent and interoperable with each other.
    This relates to WCAG 2.1 AA error H88: Using HTML according to spec.
  • Some pages or content may contain key errors that are known to cause problems for assistive technologies when they are trying to parse contents. Well-formedness is checked by parsing the document with a conforming XML parser and checking if the validation report mentions well-formedness errors.
    This relates to WCAG 2.1 AA Success Criterion H75: Ensuring that Web pages are well-formed.
  • There may be some occurrences of mark-up languages not being used in a way that fully conforms to their specifications, where all of the requirements in 4.1.1 are met.
    This relates to WCAG 2.1 AA error G192: Fully conforming to specifications
  • There may be some web pages that contain ambiguities resulting from code that does not validate against formal specifications.
    This technique relates to WCAG 2.1 AA error G134 Success Criterion 4.1.1: Parsing
  • Certain pages may fail to identify examples of mark-up errors in element tags that could cause assistive technology to be unable to generate a satisfactory model of the page.
    This failure relates to WCAG 2.1 AA Success Criterion 4.1.1
  • Some web pages may fail to use the correct technique to avoid key errors known to cause problems for assistive technologies trying to parse content involving opening and closing tags that are not used according to specification.
    This failure relates to H74, Success Criterion 4.1.1 (Parsing) due to incorrect use of start and end tags or attribute mark-up.
  • Some headings are not consistent, therefore content structure may be hard for screen-readers to interpret.
    This relates to WCAG 2.1 AA Success Criterion 1.3.1 which requires that the headings be marked such that they can be programmatically identified (error code G141).
  • There may be some PDF documents that fail to provide expansions or definitions for abbreviations by setting expansion text.
    This relates to error code PDF1, Success Criterion 3.1.4 (Abbreviations)
  • There may be some PDF documents that don't have appropriate tabbing or reading order.
    This technique relates to PDF3: Ensuring correct tab and reading order in PDF documents.
  • There may be some PDF documents that don’t have an appropriately descriptive title.
    This relates to WCAG code PDF18: Specifying the document title using the Title entry in the document information dictionary of a PDF document.
  • There may be some PDF documents that don't specify the document's default language
    This relates to Success Criterion 3.1.1 (Language of Page) - PDF16: Setting the default language using the /Lang entry in the document catalog of a PDF document
  • Avoid using the same link text for different destinations. This relates to Success Criterion WCAG 2.0 A 2.4.4.
  • the text will not reflow in a single column when you change the size of the browser window
  • you cannot modify the line height or spacing of text
  • most older PDF documents are not fully accessible to screen reader software
  • live video streams do not have captions
  • some of our online forms are difficult to navigate using just a keyboard

Where downloads (in PDF, and other file formats) do not meet accessibility standards we plan to fix or replace them, either when they are next reviewed, or as part of our ongoing programme of review work, whichever is sooner.

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Online services which are exempt from accessibility standards

Parts of our online services are exempt from accessibility standard 'WCAG 2.1 AA'.

PDFs and other documents

Some of our PDFs and Word documents are essential to providing our services. For example, we have PDFs with information on how users can access our services, and forms published as Word documents. By December 2022, we plan to either fix these or replace them with accessible HTML pages.

The accessibility regulations do not require us to fix PDFs or other documents published before 23 September 2018 if they’re not essential to providing our services.

Any new PDFs or Word documents we publish will meet accessibility standards.

Live video

We do not plan to add captions to live video streams because live video is exempt from meeting the accessibility regulations.

Disproportionate burden

We’ve assessed accessibility issues within a number of our online systems and believe that fixing them now would be a disproportionate burden (within the meaning of the accessibility regulations). In some cases this is because a system will be retired or replaced soon. We'll retire or replace systems in a way that causes minimum disruption and also make further assessments when supplier contracts renewed or suppliers are changed. Any replacement systems will be as accessible as possible.

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What we’re doing to improve accessibility

We’re committed to being a fair and inclusive website, and we're passionate about providing accessible services, ensuring they’re properly designed and coded, so more people can use them, more easily, regardless of their hardware, software, language, location, or ability.

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Preparation of this accessibility statement

Our online services are currently being (and will continue to be) reviewed for compliance with WCAG 2.1 AA This statement was prepared in April 2023. It was last reviewed in May 2023, by City of York Council.

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