Yatra Accessibility Statement

Yatra For Fun Pvt. Ltd. is committed to making travel — and the digital tools we use to book it — accessible to every traveller regardless of age, ability, or assistive-technology preference. We treat accessibility as a first-class product requirement, not an afterthought.

This Accessibility Statement describes the standards we follow, the accommodations we offer, and the steps to contact us when a page, a booking, or a journey is not working for you. It is drafted under the Act Relating to Rights of Persons with Disabilities, 2074 (2017), the Regulation Relating to Rights of Persons with Disabilities, 2077 (2020), Article 42 of the Constitution of Nepal, and aligned with the W3C Web Content Accessibility Guidelines 2.1 Level AA (WCAG 2.1 AA).

• WCAG 2.1 Level AA — our target for every customer-facing page. AAA criteria are adopted where practical.
• ARIA 1.2 — accessible-name and role conventions for widgets (combobox, listbox, dialog, live region).
• EN 301 549 v3.2.1 — the European public-sector standard, used as a cross-check for procurement and compliance.
• Section 508 (United States) — considered for international bookings and government-sector business.
• Nepal government guidance — the National Federation of the Disabled-Nepal (NFDN) recommendations where they apply to travel services.

Perception

• Colour contrast of 4.5:1 or better on body text and 3:1 or better on icons and large-format text; measured using the APCA and WCAG 2 algorithms.
• Alt text on every meaningful image; decorative images carry an empty alt attribute so screen readers skip them.
• Captions on every video we publish; transcripts available in English and Nepali on request.
• Dark mode with tuned contrast; no information conveyed by colour alone.
• Layout re-flows to a single column from 320 CSS pixels; no horizontal scroll at 400% zoom.

Operability

• Full keyboard support. Every interactive element is reachable with Tab / Shift + Tab and activatable with Enter or Space.
• Visible focus indicator on every control, respecting prefers-contrast.
• Skip-to-content link at the top of every page.
• No keyboard traps. Modals trap focus internally but can always be closed with Escape.
• Touch targets of 44 × 44 CSS pixels minimum; important buttons are larger.
• Reduced motion. We respect prefers-reduced-motion and replace parallax or auto-play carousels with static alternatives.
• Session timeouts. A session warning appears 30 seconds before logout; you can extend in-place.

Understandability

• Plain-English copy; travel jargon (PNR, GDS, non-refundable fare) explained inline or via a tooltip.
• Nepali language toggle available on every page; translations are human-reviewed.
• Forms have explicit labels, programmatic error summaries, and inline correction suggestions.
• Prices quoted end-to-end ("all in") including taxes and surcharges where the law of the destination allows.

Robustness

• Semantic HTML (landmarks, headings, buttons vs. links) and ARIA used only where native elements are insufficient.
• Tested against NVDA, JAWS, VoiceOver, TalkBack, and Dragon NaturallySpeaking for representative flows.
• Automated checks (axe-core, Lighthouse, pa11y) in CI; manual review on every new feature.

Accessibility is not only about the website. Yatra helps arrange the following travel accommodations. Mention them when you book, or contact us after the booking; we aim to confirm within 48 hours.

Flights

• Wheelchair assistance at the airport (WCHR, WCHS, or WCHC codes) — requested with the airline at no extra cost.
• Meet-and-assist service at Tribhuvan, Pokhara, Bhairahawa, and major international gateways.
• Medical oxygen, CPAP, and in-cabin medical equipment — subject to the airline's fitness-to-fly form (usually MEDIF).
• Service-animal travel coordination with the carrier and the destination country's import rules.
• Escort passenger discounts where offered by the carrier.

Hotels

• Accessible rooms with roll-in showers, grab rails, visual alarm indicators, or hearing-loop systems — we mark the relevant amenities in the hotel listing.
• Low-floor check-in where lifts are not available.
• Dietary accommodations (vegetarian, vegan, gluten-free, halal, kosher, diabetic, low-sodium, allergen-aware).
• Room near the lift; bed height; firm-or-soft pillow preference communicated to the property.

Sightseeing and vehicles

• Accessible itineraries around the Kathmandu Valley heritage sites, Pokhara, Lumbini, and Chitwan — including guide briefing on accessibility needs.
• Vehicles with wheelchair access (ramp or side-loader) — limited availability in Nepal, so please book early.
• Sign-language tour guide (Nepali Sign Language) — subject to interpreter availability.

Visa and documentation

• Document pickup and drop service in Kathmandu for travellers with mobility constraints.
• Alternative formats (large print, plain-language summary) of every form and instruction letter on request.

We can provide any Yatra document or page in an alternative format, typically within 5 business days of your request, at no additional cost:

• Large-print PDF (minimum 18-point sans-serif).
• Tagged PDF optimised for screen readers.
• Audio narration (MP3) for booking confirmations and itineraries.
• Plain-language summary of a long legal or itinerary document.
• Nepali-language translation reviewed by a human translator.
• Braille — through our partner printer in Kathmandu; allow 10 business days.

Requests go to [email protected] with subject "Accessibility — alternative format". The requested format and the booking reference speed up the turnaround.

Honesty matters more than a green banner. The areas below are not yet fully at WCAG 2.1 AA, and we are tracking them publicly.

• Third-party payment-gateway pages (eSewa, Khalti, PayPal) are served under the gateway's own accessibility standards and are outside Yatra's direct control. We flag known accessibility problems to the gateways and keep a workaround for each.
• Legacy hotel photography uploaded by hotels before 2025 sometimes lacks descriptive alt text. We are retro-fitting descriptions using a combination of AI generation and human review; a contact form helps you report a missed image.
• PDF dummy tickets are generated for onward- travel proof to embassies that specify a particular layout. We offer a tagged-PDF alternative on request; the default layout is kept to match embassy expectations.
• Live flight timetables pulled from third-party GDS feeds sometimes update mid-search with a brief live-region announcement; screen-reader users may hear two successive updates. We are working to debounce announcements.
• Interactive maps in itinerary and experience pages include a text list as fallback; full keyboard interaction on the map itself is in progress.

If you encounter another barrier, please tell us — accessibility feedback is one of the highest-priority inputs we receive.

Yatra combines automated, manual, and user-research methods.

• Automated — axe-core runs on every build; Lighthouse accessibility budget 95+; pa11y-ci for pattern pages.
• Manual — keyboard-only walkthroughs on every new feature, screen-reader spot-checks with NVDA and VoiceOver, colour-contrast sampling, zoom-to-400% layout review.
• User research — annual testing with the National Federation of the Disabled-Nepal (NFDN) and paid testers for blind, low-vision, Deaf, mobility-impaired, and cognitive-accessibility personas.
• Third-party audit — once every 24 months, an external accessibility consultancy performs a conformance audit and publishes a summary here.

Tell us what is broken

The quickest route is e-mail, but pick whichever channel suits you.

• E-mail: [email protected] (subject "Accessibility").
• WhatsApp / Viber: +977 980-2348957.
• Phone: +977 970-8072952 — voice or text relay (we accept TextNow and similar relay services).
• Postal: Yatra For Fun Pvt. Ltd., Koteshwor-32, Kathmandu, Nepal.
• In-person: walk-in at our Koteshwor office during Sun–Fri, 09:00–19:00 (NPT) · Sat on-call for emergencies; ramp access available.

What we commit to

• Acknowledge your report within 2 business days.
• Provide a diagnosis and proposed fix or workaround within 15 business days. Safety-critical barriers are prioritised for same-day mitigation.
• Close the loop with you once the fix ships, noting the release date.

Escalation

If we do not resolve your accessibility complaint, you may escalate to:

1. The Yatra Grievance Redressal Officer — see the Grievance Redressal Policy.
2. The National Federation of the Disabled-Nepal (NFDN) — a recognised advocacy body for Persons with Disabilities in Nepal.
3. The Ministry of Women, Children and Senior Citizens, which supervises implementation of the Act Relating to Rights of Persons with Disabilities, 2074 (2017).
4. The National Human Rights Commission of Nepal, where the complaint involves a violation of constitutional rights.

Our accessibility-and-inclusion lead can be reached directly at [email protected] with subject "Accessibility". For urgent same-day accommodations (airport wheelchair, hotel roll-in shower missing), call the emergency line on +977 980-2363869.