ISO 21902 Accessible Tourism Management System
ISO 21902 Accessible Tourism Management System
A hotel that gets accessibility right at reception and wrong at the restaurant door has not got it right.
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Read the guide: What is ISO 21902? Making Tourism Accessible for All — A Complete Overview
By document type
| Category | Files |
|---|---|
| Manuals | 4 |
| Policies | 1 |
| Procedures & SOPs | 15 |
| Forms & Records | 15 |
| Checklists & Audit Tools | 8 |
| Registers, Logs & Matrices | 1 |
| Training & Awareness | 4 |
| Guides & Work Instructions | 4 |
Key documents
| Reference | Document | Format |
|---|---|---|
| AGS-ATM-QM-01 | ATMS Manual | Word |
| AGS-ATM-PR-02 | Access Planning | Word |
| AGS-ATM-PR-03 | Accessible Service Design | Word |
| AGS-ATM-PR-06 | Built Environment Accessibility | Word |
| AGS-ATM-F-01 | Access Plan Template | Word |
| AGS-ATM-REC-04 | Complaints and Assistance Register | Word |
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Overview
ISO 21902:2021 sets out what accessible tourism for all requires of tourism organisations, destinations and hospitality providers, and this system turns it into something an operator can run. An accessibility policy and the ATMS Manual carry commitment and governance, while a clause integration matrix and certification roadmap show how the documentation answers the standard. The work itself is access planning, stakeholder engagement and service-chain analysis, removing physical, sensory, digital and attitudinal barriers across the whole visitor journey rather than at the one site where a complaint arose.
Built environment, transport and transfers, accommodation, food and beverage, tours and leisure routes, MICE events and tour operator practice each carry their own procedure and inspection checklist, so a property, a coach transfer and a conference face the same discipline. Accessible information is treated as a service in its own right: property accessibility information published honestly, guest access requirements captured at booking rather than discovered on arrival. Training covers disability awareness, the built environment and operations, and communication and emergency procedures.
What this system covers
- Access planning — barriers mapped across the visitor journey rather than site by site
- Built environment — approach, entrance, circulation and sanitary facilities against a defined checklist
- Accommodation and dining — room provision, service, and guest requirements captured at booking
- Transport and transfers — arrival, onward travel and the connections between them
- Tours, leisure routes and MICE events — itinerary design and accessible event planning
- Information and communication — accessible digital content and pre-arrival disclosure
- Assistance and feedback — equipment loans, complaints, corrective action and resolution records
- Competence and suppliers — disability etiquette, emergency communication, supplier accessibility evaluation
Who it's for
Hotels, tour operators, destination management organisations and public tourism bodies, and the accessibility or quality lead inside them. The trigger is a tender that asks for accessibility, a regulatory expectation on a destination, or a decision to serve travellers with disabilities, older travellers and families whose needs currently go unmet. The end state is an offer assessed venue by venue, staffed by trained people, and mapped to ISO 21902 clause by clause.
Everything you get
Every toolkit gives you a full set of working documents for your standard, ready to edit and use.
Native Microsoft files. Add your logo and adapt every document to how you work.
Your full toolkit arrives as a ZIP the moment payment clears.
Any of your staff, at any of your own sites. No per-seat fees.
Sector specialists author each toolkit. A principal reviewer with more than twenty years reviews it.
One payment, perpetual licence for your organisation. No subscriptions, no renewals.
If a document is wrong, missing or not as described, tell us within 14 days. We fix it or refund you.
Frequently asked questions
What exactly do I receive?
A downloadable ZIP containing the full set of ready-to-use documents for this toolkit — manuals, procedures, forms, records, checklists, guidance and training material, all in editable Word and Excel format. The exact document count is shown at the top of this page.
Are the documents really editable?
Yes. Every file is native Microsoft Word or Excel — no locked PDFs. Add your logo, change wording, and tailor the content to your organisation. The toolkit is yours to keep and reuse.
Does this certify my organisation?
No. These are documentation toolkits aligned to the relevant standard to help you prepare. Certification itself is issued by an accredited certification body after their audit. Our toolkits give you a strong, audit-ready starting point.
How is it delivered?
Instantly and digitally. There's no physical shipment — you download the files right after payment and receive a backup link by email.
Do I get updates?
Yes, for 12 months. Fixes and revisions to this toolkit are free for 12 months from your order. Email us with your order number to get them.
What is your refund policy?
If a document is wrong, missing or not as described, tell us within 14 days of your order. We fix it or refund you. If you have not downloaded yet, we can cancel the order and refund you in full. We don't refund a change of mind after download. See the Refund policy.
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