Accessibility Statement

This accessibility statement applies to the Helsinki Region Transport (HSL) digital services and HSL app. This statement was prepared on 27 October 2020 and updated on 21 June 2021. The accessibility of the service has been assessed by an external expert organization, with the help of which the service is constantly being developed to be more accessible. Compliance Status is partly compliant with the accessibility requirements.

Non-accessible content

The content below is not accessible in accordance with WCAG criteria for the following reasons:

General website content

  • Video content does not have subtitling and/or audio description. WCAG 1.2.1, 1.2.2
  • Some of the content has been built without list elements. WCAG 1.3.1.
  • Header levels have been used in some forms. WCAG 1.3.1, 3.3.2
  • There are flaws in alternative texts of visual elements, and they are hidden from users of screen readers. WCAG 1.1.1.

Route search, nearby stops, and route and stop search

  • Texts are not fully visible or readable in some views if the user enlarges the text (WCAG 1.4.4).
  • Texts are not fully visible in some views if the user modifies the text spacing (WCAG 1.4.12).
  • There are flaws in alternative texts in some views (WCAG 1.1.1).
  • In some views, visually hidden alternative texts intended for screen readers in user interface elements are not translated into Finnish (WCAG 1.3.1, 3.1.2).
  • In some views, all elements are not accessible using only the keyboard (WCAG 2.1.1).
  • When navigating in the view of nearby stops using the keyboard, elements are not harmonized with the visual design (WCAG 2.4.3).
  • In the views of nearby stops, routes and stops, screen readers cannot obtain full information about significant changes on the pages (WCAG 2.4.3, 4.1.3).
  • In some views, some elements lack a visible keyboard focus indicator (WCAG 2.4.7).
  • The focus order of elements in some views is not harmonized with the visual design (WCAG 2.4.3).
  •  Error messages have not been marked so that the message content would be read automatically without moving the focus (WCAG 3.3.1, 4.1.3).
  • In lists with column headers, screen readers cannot connect information to column headers (WCAG 1.3.1).
  • Some time information cannot be interpreted by screen readers (General accessibility).
  • In some views, the focus does not move automatically to modal dialogs when they open (WCAG 2.4.3).
  • In some views, modal dialog icon buttons do not have any alternative texts. Users of screen readers cannot know that the save button may be disabled (mandatory information is missing) or that mandatory fields have not been completed (WCAG 1.1.1, 1.3.1, 3.3.1, 3.3.2).

HSL card services

The following parts or functions of the service are not fully accessible to some user groups:

  • Use and filtering of the purchase and use history
  • Some calendar information cannot be interpreted by screen readers (General accessibility).

City bike services

The new compliant service was launched in the spring 2021. The service was designed and planned according to the latest accessibility guidelines. An accessibility audit will be conducted in the beginning of June and possible accessibility issues are reported on this page.

HSL Mobile App Accessibility Statement

HSL mobile app is partly compliant with the accessibility requirements.

Non-accessible content

The content below is not accessible in accordance with WCAG criteria for the following reasons:


  • Screen titles are not marked as titles on all screens. (1.3.1)
  • The target size of some elements is smaller than 44 by 44 pixels, making them hard to select for some users. (WCAG 2.5.5)
  • The contrast of text in the app top banner is below WCAG recommendations and can be hard to see for some users. (WCAG 1.4.3, 1.4.6)
  • Some controls are missing descriptive text alternatives. (WCAG 1.1.1)
  • Some controls have misleading text alternatives on Android. (WCAG 1.1.1)
  • The heading structure is not always consistent in all views, and headings are not always marked programmatically. (WCAG 1.3.1)
  • Error messages in some forms are not always announced by screen readers. (EN 301549)
  • After selecting a favourite location when setting up the application, it is not possible to edit the chosen area using screen readers on iOS. (WCAG 2.1.1)
  • If the selected language in the application is not the same as the default language of the operating system, screen readers will not pronounce the content correctly. (WCAG 3.1.1)
  • Screen readers are not informed about updated search results in search fields. (WCAG 4.1.3, EN 301 549)
  • Saved places cannot be edited using assistive technology on iOS. (WCAG 2.1.1)
  • Some of the content within the app does not respond to system-level text resizing features. (WCAG 1.4.4)
  • The icons indicating transportation and location types are not recognised by assistive technologies. (WCAG 1.1.1, 4.1.2)

Home and News

  • The buttons for selecting the type of content on the Services tab are missing text alternatives and are not announced as buttons to screen readers. (WCAG 1.1.1, 1.3.1, 4.1.2)
  • Scrolling using an external keyboard is not possible in single article views on iOS and sometimes also not on Android. (WCAG 2.1.1)
  • The back button in single article views cannot be accessed using an external keyboard on Android. (WCAG 2.1.1)
  • Focus order in articles is not always consistent or logical when using assistive technology. (WCAG 2.4.3)
  • Links within articles cannot always be selected using external keyboards or assistive technology, and are not announced as links by screen readers. (WCAG 2.1.1, 4.1.2)
  • At the end of some single articles, favourite topics and lines are visually separated from the controls above them, but for screen reader users their meaning is not clear. (WCAG 1.3.1)
  • The lines to which a news item relates are visually apparent, but not always obvious to screen reader users. (WCAG 1.3.1)


  • Confirming the payment of a single ticket is not possible using single pointer gestures and does not work with a screen reader. (WCAG 2.1.1, 2.5.1)
  • Some links are not announced as links or cannot be navigated to using screen readers. (WCAG 1.3.1)
  • Some controls are not announced by screen readers as selectable buttons, such as the Adult/Child selection when buying a ticket. (WCAG 4.1.2)
  • The zone in a purchased ticket is not announced as a button and is not focusable by screen readers. (WCAG 2.1.1, 1.3.1)
  • Controls in the modal for selecting a time aren’t focused in the correct order by assistive technologies on Android. (WCAG 2.4.3)


  • Scrolling in some views does not work properly with assistive technology or external keyboards. (WCAG 2.1.1)
  • Real time tracking and travel zone information cannot be accessed using a screen reader. (WCAG 1.3.1)
  • The contrast of green text with white background or white text with a green background is not sufficient. (WCAG 1.4.3)
  • Selected tabs and other controls are sometimes missing information for screen readers. (WCAG 1.3.1, 4.1.2)
  • The visible labels of some elements in the route planner do not match the accessible labels available for screen readers and speech input. (WCAG 2.5.3)
  • Some controls are not marked programmatically as buttons or tabs, which can make their use harder for users of assistive technology. (WCAG 1.3.1, 4.1.2)
  • The focus order of elements can be confusing for screen reader users when showing route suggestions and scrolling down for more content. (WCAG 2.4.3)
  • When viewing the route of a specific line, the structure of the content is hard to understand when using a screen reader (WCAG 1.3.1):
    ○ The table headings are all announced at once.
    ○ Live time estimates cannot be discerned from scheduled times.
  • The VoiceOver screen reader on iOS focus can get stuck in a single stop view. (WCAG 2.1.1, 2.1.2)
  • The Talkback screen reader on Android sometimes reads the contents of the wrong tab in a single stop view. (EN 301 549)
  • On Android, a screen reader user cannot get back to route details if the map is activated. (WCAG 2.1.1, 2.4.3)

Settings & instructions (More)

  • The language selection does not announce which one of the languages is selected to screen readers. (WCAG 1.3.1)

Feedback and contact details

We provide telephone support for users for whom our digital services are not fully accessible. Please contact our customer service at +358 (0)9 4766 4000 (mobile call charge or local call rate).

Did you notice an accessibility defect in our services? Let us know, and we’ll do our best to fix it. We will respond to all feedback with contact details within 14 days. We cannot respond to feedback without contact details, but the feedback will still be processed.

Send us your feedback on accessibility with our feedback form.

Filing an accessibility complaint or a request for clarification

If you are dissatisfied with the answer you receive, or we do not respond to you within two weeks, you can file a complaint to the Regional State Administrative Agency for Southern Finland. The Regional State Administrative Agency for Southern Finland is the supervisory authority for accessibility in Finland. Contact details for the Regional State Administrative Agency for Southern Finland (only in Finnish, link opens in a new window).