Website accessibility statement

This accessibility statement applies to the Transport for London website www.tfl.gov.uk

This website is run by Transport for London. We want as many people as possible to be able to use this website. For example, that means you should be able to:

  • Change colours, contrast levels and fonts
  • Zoom in up to 300% without the text spilling off the screen
  • Navigate most of the website using just a keyboard
  • Navigate most of the website using speech recognition software
  • Listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We've also made the website text as simple as possible to understand. AbilityNet has advice on making your device easier to use if you have a disability.

How accessible this website is

We know some parts of this website are not fully accessible:

Some PDF or Word documents may not be fully accessible. To request an accessible version please email TfLAccessibility@tfl.gov.uk.

If you're filling in a form on our Help & contacts page and need to supply supporting documents to help us answer your enquiry, like a PDF file or image, avoid using the drag and drop component. Alternatively, please email any supporting documents to TfLAccessibility@tfl.gov.uk along with your full name so we can match them with your form submission.

There is no way to extend the session time out on the Congestion Charge payment page. The session is set at 10 minutes and after this period of time you will need to start the session again if you have not completed your payment. If you need longer than 10 minutes please contact us on 0343 222 1234 (call charges may apply) or Textphone 020 7649 9123 (if you have impaired hearing).

Avoid using the 'Future date' option on the Status updates page. To view future disruptions on the transport network we recommend navigating to the Planned line closures and service changes page or the Station, lifts, escalators, works and closures page.

Feedback and contact information

If you need information on this website in a different format like accessible PDF, large print, easy read, audio recording or braille:

We'll consider your request and aim to get back to you within 10 working days.

Reporting accessibility problems with this website

We're always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we're not meeting accessibility requirements, contact: TfLAccessibility@tfl.gov.uk

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the 'accessibility regulations'). If you're not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

Technical information about this website's accessibility

Transport for London is committed to making its website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance status

This website is partially compliant with the Web Content Accessibility Guidelines version 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

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

Non-compliance with the accessibility regulations

Some decorative images are not labelled correctly. This fails WCAG criterion 1.1.1 (Non-text content). We plan to label all images correctly by April 2025. 

The autogenerated captions in video contents may have some errors and missing punctuation. This fails WCAG criterion 1.2.2 (Captions pre-recorded). We plan to continue to monitor this and resolve those issues as they arise. 

Some video content is not conveyed by audio or transcript. This fails WCAG criterion 1.2.3 (Audio Description or Media Alternative (Pre-recorded)). We plan to continue to monitor this and resolve those issues as they arise. 

Some navigation components are not identified by the correct landmark. This means that people using screen readers or keyboard navigation may not be able to infer information, structure, and relationships between the interface elements. This fails WCAG criterion 1.3.1 (Info and Relationships). We plan to meet this criterion by April 2025.

Some hover states and focus states rely solely on a change of colour. This may make states difficult to identify for people with visual impairments. This fails WCAG criterion 1.4.1 (Use of colour). We plan to meet this criterion by April 2025. 

Some navigation elements are not fully operable by keyboard. This means that on some pages users of keyboards may find it difficult to operate. This fails WCAG criterion 2.1.1 (Keyboard navigation). We plan to meet this criterion by October 2024.

In some input fields, the accessible label name doesn't match the visible one. This fails WCAG criterion 2.5.3 (Label in Name). We plan to meet this criterion by April 2025. 

On the travel information email updates page the default language can't be programmatically determined. This fails WCAG criterion 3.1.1 (Language of page). We plan to meet this criterion by April 2025. 

There are two instances where no error message is provided after a user search input is left blank and Go button is clicked. This fails WCAG criterion 3.3.1 (Error identification). We plan to meet this criterion by April 2025. 

There are various instances where labels are not persistent when user enters data in the field. This fails WCAG criterion 3.3.2 (Labels or instructions). We plan to meet this criterion by April 2025.There are some instances, where content implemented using mark-up languages, elements are not nested according to their specifications, elements contain duplicate attributes. This means that assistive technology may not be able to accurately interpret and parse content. This fails WCAG criterion 4.1.1(Parsing). We plan to meet this criterion by April 2025. 

There are some instances where a user interface components name and role can't be programmatically determined. This may mean that the function of a component, like a button or a link, is not clear. This fails WCAG criterion 4.1.2 (Name, role, value). We plan meet this criterion by April 2025.Some video may not have audio description. This fails WCAG criterion 1.2.5 (Audio Description (Pre-recorded). We plan to keep monitoring this.

Some text does not have a contrast ratio of 4:5:1. This may make the text difficult to read for users with a visual impairment. This fails WCAG criterion 1.4.3 (minimum contrast). We plan to meet this criterion by April 2025. 

Some combinations of adjacent colour in components do not have a contrast ratio of at least 3:1. This means that some active user interface components (i.e., controls) and meaningful graphics are not distinguishable by people with moderately low vision. This fails WCAG criterion 1.4.11 (Non-text Contrast). We plan to meet this criterion by April 2025. 

One component in the Tube landing page does not display a visible focus indicator. This fails WCAG criterion 2.4.7 (Focus Visible). We plan to meet this criterion by April 2025. 

Some status messages can't be programmatically determined through role or properties such that they can be presented to the user by assistive technologies without receiving focus. This means that users are un-aware of changes in content that are not given focus to. This fails WCAG criterion 4.1.3 (Status messages). We plan to meet this criterion by April 2025. 

Disproportionate burden

Congestion charge transactions

There is no way to extend the session time out on the congestion charge payment page. The session is set at 10 minutes and after this period of time you will need to start the session again if you have not completed your payment. This fails WCAG criterion 2.2.1 (timing adjustable). Due to the security risk associated with longer session times we do not plan to change this feature to meet the criterion. Setting a limit to the session time reduces the time an attacker has to steal and use an existing user session. 

Content that's not within the scope of the accessibility regulations

PDFs and other documents

Some of our PDFs and Word documents are essential to providing our services. We have identified 57 essential documents on our website and have fixed 43 of them. We intend to fix the remaining 14 documents by April 2024.

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. To request an accessible version of any of these PDFs, please email TfLAccessibility@tfl.gov.uk

We intend that 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.

Preparation of this accessibility statement

This statement was prepared on 23 September 2020. It was last reviewed on 29 April 2024.

This website was last tested on 10 March 2023. The test was carried out by Test Partners, a third-party accessibility specialist.

We used this approach to decide on a sample of pages to test:

We tested the 30 pages which had the highest usage. In addition to this we tested at least one instance of each different page template used throughout the site. The total number of pages tested was 73.