Accessibility Statement

This accessibility statement applies to Stena Line’s digital services. We are committed to ensuring accessibility in accordance with the European Accessibility Act, the WCAG 2.1 Level AA standard, and EN 301 549.

Current accessibility status

Our digital services are partially compliant with WCAG 2.1 AA.

Scope

This statement covers the following digital services provided by Stena Line:

Website and checkout
New online booking
Old online booking
Checkout
Self-service amendment flow
Itinerary
GLOW (guest list on web)
Stena Line: My Trips

Requirements that apply to our services

Stena Line provides an e-commerce service and elements of waterborne passenger transport services under the directive (EU) 2019/882 on accessibility for products and services. The general requirements for services in Annex I section III and the additional accessibility requirements in section IV g) apply to our e-commerce service as well as section IV c) for the elements of waterborne passenger transport services.

In general, this means that the service and all information must be accessible in a consistent and adequate way by making it perceivable, operable, understandable, and robust. Information shall be made available via more than one sensory channel in an understandable and perceivable way. For non-textual content, this shall be presented in an alternative way. Additionally, the informational content shall be available in text formats that can be used to generate alternative assistive formats to be presented in different ways by users and via more than one sensory channel, and in fonts of adequate size, shape, and contrast.

The requirements on accessibility are also applicable to any identification, electronic signatures, security, and payment methods that are part of the e-commerce service.

For the waterborne passenger transport services, the requirements are to ensure the provision of information on the accessibility of vehicles, the surrounding infrastructure and the built environment and on assistance for persons with disabilities. Furthermore, to ensure the provision of information about smart ticketing (electronic reservation, booking of tickets, etc.), real-time travel information (timetables, information about traffic disruptions, connecting services, onwards travel with other transport modes, etc.), and additional service information (e.g. staffing of stations, lifts that are out of order or services that are temporarily unavailable).

Website

General description of the service

Stena Line’s landing pages serve as the entry point for users seeking travel information, destination inspiration, and ferry route details. These pages include marketing content, port guides, and entry points to various services like booking, booking amendments, customer support, and My Pages for updating user profiles and managing bookings.

How we comply with the accessibility requirements

Resolving accessibility issues remains a top priority, and we are taking all necessary steps to ensure timely and comprehensive compliance. However, we are aware of the following limitations:

Some interactive elements are not structured correctly
Some icons are marked as images but should be hidden from assistive technologies
Some informative icons, especially on mobile, are missing alt text or proper labelling
Some form fields have low contrast, making them hard to read
Some links do not have clear or discernible link text
The chatbot is not accessible according to WCAG guidelines
Some images are missing helpful alt texts
Some elements on the page have the same ID, which can cause confusion
Some parts of the site are not usable with a keyboard — particularly the points calculator feature
Some heading elements (e.g., h2 tags) may be empty or missing descriptive content
Some elements use invalid ARIA roles, which can cause issues for assistive technologies

New Online Booking

General description of the service

The new online booking lets users plan and purchase ferry trips. It allows users to browse available routes and timetables, select departure and return trips, add travelers (adults, children, pets, vehicles), and choose extras such as cabins or meals. The system guides users through a step-by-step booking processand is optimized for both desktop and mobile use. It is currently available on selected routes and is being rolled out to replace the legacy booking system.

How we comply with the accessibility requirements

We are rolling out a new online booking system aiming for full WCAG 2.1 AA compliance. However, we are aware of a few accessibility issues. Resolving accessibility issues remains a top priority, and we are taking all necessary steps to ensure timely and comprehensive compliance. Meanwhile, customers are encouraged to contact our call centers for assistance.

Known accessibility issues:

Date picker is not fully compliant when using assistive technologies
Bypass block on header is missing
Some pages do not follow a logical page structure regarding headings and tab order
Some pages do not fully support large font size, text spacing, and zoom simultaneously
Date of birth selector automatically focuses on the next input field
Some error messages lack clarity and are not clearly connected to their input field
Booking expiry is not communicated
Status messages are not fully compliant
Some icons are missing alt text
Some titles in English lack correct language definitions in code when the main language is not English
Checkout is not fully compliant (see section below)

Old Online Booking

General description of the service

This is the previous version of the booking interface. It allows users to select routes, dates, travel options, and amend existing bookings. While it is available on all routes, it lacks many modern accessibility features and is currently being phased out.

How we comply with the accessibility requirements

This legacy system does not meet WCAG 2.1 AA standards and will be replaced by the new online booking. In the meantime, customers are encouraged to use the new online booking or contact our call centers for assistance.

Known Accessibility Issues in old online booking:

Images and icons lack sufficient alternative (alt) text.
Heading levels are incorrectly structured.
Headings are not descriptive of the content they precede.
Semantic HTML is missing.
Landmarks (such as , , etc.) are not used.
Contrast against the background is sometimes insufficient.
Text elements such as field labels, placeholder texts, and button texts do not meet the required contrast ratio.
Interface elements and icons have insufficient contrast against the background, including focus indicators.
Colour is used as the sole indicator of input errors, without additional cues.
Focus indicators are missing.
There is no ability to resize text.
Reflow is not supported.
There is no ability to increase text spacing.
Autofill functionality is not supported.
Input fields lack informative labels.
Input fields are missing machine-readable purposes.
Input fields are not clearly marked as required or optional.
Labels and input fields are not presented consistently.
Accessible names are missing for elements such as input fields.
Keyboard navigation is not fully supported.
The page title is not informative and not translated per market language.
Link and button texts are not sufficiently descriptive.
Customers are not informed when the booking time is expiring.
There are discrepancies between the visual label and the accessible name.
There is no way to skip repeated content.
The page language is not specified in the code.
The page mixes multiple languages without correct language markup.
Error messages are not displayed near the corresponding input fields.
Error messages are not machine-readable.
Some unexpected changes occur when tabbing through forms.
Users are not given clear instructions on how to correct form errors.
Forms allow invalid input (e.g., numbers in name fields).
Elements lack appropriate name, role, and value attributes.
Status messages are not machine-readable.
Some elements do not support the required target size.
Error prevention mechanisms are not fully supported.
Checkout is not fully compliant (see separate section in this document).

Checkout

General description of the service

The checkout service is used across Stena Line’s digital platforms to finalize bookings and process payments. It allows users to review their travel details, enter personal information, apply discounts or loyalty points, and complete the purchase using various payment methods. The checkout includes both Stena Line’s own platform components and embedded third-party payment services from Adyen. The flow is integrated across web and mobile platforms and is a critical part of the user journey

How we comply with the accessibility requirements

The checkout used across our digital platforms is not fully complaint but will be addressed as soon as possible.

Our Platform:

Loading spinner lacks accessible text or ARIA labels
External links do not have alt text or icons indicating new window

Adyen Payment Components:

Error messages are not announced to assistive technologies
Card brand images are inaccessible or incorrectly marked
Poor HTML semantics in form elements
Iframes for card fields lack accessible names

We are working with Adyen to resolve these issues.

Self-Service Amendment Flow

General description of the service

The self-service amendment flow allows customers to update or cancel their existing bookings without needing to contact customer support. This includes changes to travel dates, passenger details, vehicle information, and additional services. The service is available through the Stena Line website and is intended to provide a flexible, user-driven way to manage bookings at any time.

How we comply with the accessibility requirements

The amendment flow does not meet WCAG 2.1 AA standards and will be replaced by a new fully accessible version. Customers may contact call centers. Resolving accessibility issues remains a top priority, and we are taking all necessary steps to ensure timely and comprehensive compliance. In the meantime, customers are encouraged to contact our call centers for assistance.

Known Accessibility Issues in amendment flow:

Images and icons lack sufficient alternative (alt) text.
Heading levels are incorrectly structured.
Headings are not descriptive of the content they precede.
Semantic HTML is missing.
Landmarks (such as , , etc.) are not used.
Contrast against the background is sometimes insufficient.
Text elements such as field labels, placeholder texts, and button texts do not meet the required contrast ratio.
Interface elements and icons have insufficient contrast against the background, including focus indicators.
Colour is used as the sole indicator of input errors, without additional cues.
Focus indicators are missing.
There is no ability to resize text.
Reflow is not supported.
There is no ability to increase text spacing.
Autofill functionality is not supported.
Input fields lack informative labels.
Input fields are missing machine-readable purposes.
Input fields are not clearly marked as required or optional.
Labels and input fields are not presented consistently.
Accessible names are missing for elements such as input fields.
Keyboard navigation is not fully supported.
The page title is not informative and not translated per market language.
Link and button texts are not sufficiently descriptive.
There are discrepancies between the visual label and the accessible name.
There is no way to skip repeated content.
The page language is not specified in the code.
The page mixes multiple languages without correct language markup.
Error messages are not displayed near the corresponding input fields.
Error messages are not machine-readable.
Some unexpected changes occur when tabbing through forms.
Users are not given clear instructions on how to correct form errors.
Forms allow invalid input (e.g., numbers in name fields).
Elements lack appropriate name, role, and value attributes.
Status messages are not machine-readable.
Some elements do not support the required target size.
Error prevention mechanisms are not fully supported.
Checkout is not fully compliant (see separate section in this document).

Itinerary

General description of the service

The itinerary feature provides customers with an overview of their upcoming or completed ferry journeys. It includes essential travel details such as departure and arrival times, booking references, vehicle and passenger information, and onboard service options. Itineraries are accessible via the Stena Line website and are also sent to customers by email after booking.

A revised, fully accessible version of the itinerary feature will replace this one. Until then, users may experience accessibility limitations. Customers who are unable to access their itinerary digitally can contact our customer service by phone or email for assistance.

How we comply with the accessibility requirements

The itinerary does not meet WCAG 2.1 AA standards and will be replaced by a new fully accessible version. Resolving accessibility issues remains a top priority, and we are taking all necessary steps to ensure timely and comprehensive compliance. In the meantime, customers are encouraged to contact our call centers for assistance.

Known Accessibility Issues in itineraries:

Images and icons lack sufficient alternative (alt) text.
Heading levels are incorrectly structured.
Headings are not descriptive of the content they precede.
Semantic HTML is missing.
Landmarks (such as , , etc.) are not used.
Contrast against the background is sometimes insufficient.
Text elements such as field labels, placeholder texts, and button texts do not meet the required contrast ratio.
Interface elements and icons have insufficient contrast against the background, including focus indicators.
There is no ability to resize text.
Reflow is not supported.
There is no ability to increase text spacing.
Labels and input fields are not presented consistently.
The page title is not informative and not translated per market language.
Link and button texts are not sufficiently descriptive.
There are discrepancies between the visual label and the accessible name.
The page mixes multiple languages without correct language markup.
Elements lack appropriate name, role, and value attributes.
Some elements do not support the required target size.

Glow – Guest List Updates

General description of the service

GLOW is an online application that allows customers to view and edit their guest list information after completing a booking.

Accessible via a link sent by email after booking, GLOW lets users add or update passenger details such as name, gender and travel document data. It is designed for use in a standard web browser and helps ensure all passenger details are accurate before departure.

A new, fully accessible solution will be introduced. Until then, GLOW may not meet accessibility requirements. Users experiencing difficulties are encouraged to contact our customer service by phone or email for assistance.

How we comply with the accessibility requirements

The following issues will be addressed. Resolving accessibility issues remains a top priority, and we are taking all necessary steps to ensure timely and comprehensive compliance

Known Accessibility Issues

Images lack sufficient alternative (alt) text.
Heading levels are incorrectly structured.
Semantic HTML is missing.
Landmarks (such as <main>, <nav>, <header> etc.) are not used.
The interface is not responsive on different screen sizes.
Autofill functionality is not supported.
Input fields lack informative labels.
Input fields are missing machine-readable purposes.
Colour is used as the sole indicator of input errors, without additional cues.
Text elements such as field labels, placeholder texts, and button texts do not meet the required contrast ratio of 4.5:1.
There is no ability to resize text.
Reflow is not supported.
Interface elements and icons have insufficient contrast against the background, including focus indicators.
There is no ability to increase text spacing.
The page title is not informative and not translated per market language.
Link and button texts are not sufficiently descriptive.
Headings are not descriptive of the content they precede.
In some cases, focus indicators are missing.
There are discrepancies between the visual label and the accessible name.
Accessible names are missing for elements such as input fields.
There is no way to skip repeated content.
The page language is not specified in the code.
The page mixes multiple languages without correct language markup.
Automatic saving occurs while the user types, without an explicit save action.
Labels and input fields are not presented consistently.
Error messages are not displayed near the corresponding input fields.
Error messages are not machine-readable.
Input fields are not clearly marked as required or optional.
The user is not given clear instructions on how to correct form errors.
Forms allow invalid input (e.g., numbers in name fields).
Elements lack appropriate name, role, and value attributes.
Status messages are not machine-readable.

Stena Line: My Trips (Mobile App)

General description of the service

My Trips is Stena Line’s mobile app designed to help customers manage their journeys on the go. The app provides access to booking information, departure times, and travel updates. Users can also view trip details. The app is available for both iOS and Android devices and supports logged-in and guest access.

The app is currently partially compliant with WCAG 2.1 AA. Resolving accessibility issues remains a top priority, and we are taking all necessary steps to ensure timely and comprehensive compliance. Customers who are unable to access necessary information via the app are encouraged to contact customer service by phone or email for assistance.

How we comply with the accessibility requirements

The app is partially WCAG 2.1 AA compliant. The following accessibility issues have been identified:

Low contrast on UI elements
Limited support for dynamic text scaling
Inconsistent orientation support
Touch targets below minimum size
Inaccessible carousels
Complex language in content
Dynamic status updates not communicated to assistive tech
Missing bypass blocks
No alternative navigation methods
Mixed-language content without proper tagging
Status messages not programmatically announced

Feedback and Contact

To report accessibility issues or request information in an accessible format.

Visit the customer service section and file and submit a case as a complaint.

Enforcement Procedure

If you are not satisfied with our response, you may contact the responsible enforcement body in your country of residence.