Accessibility
1. Introduction
1.1. What does “Accessibility” mean to us?
We believe that our hospitality is best demonstrated by making our passengers’ lives easier. Every step we take is aimed at improving their experiences and simplifying their journeys. We understand that the first step toward an accessible experience begins with how we communicate.
1.2. How to keep the reading level of your content accessible?
- Use plain and straightforward language. Remove unnecessary words.
- Opt for active voice and simple tenses.
- Organize your content into well-structured sections, headings, paragraphs, and subheadings.
- Avoid slang, jargon, and idioms. Refrain from using cultural references.
- Steer clear of humorous language. Inclusive humor is challenging to achieve; it’s best to avoid the risk.
- Use common words and abbreviations. Refer to the glossary and abbreviations list when in doubt.
- Limit your content to one topic per paragraph and one idea per sentence. If you’re reviewing a co-worker’s work, evaluate it based on these principles.
- Finally, check your content using Hemingway App to ensure readability.
2. Readability
2.1. Color contrast
Colors can be used to draw attention to essential elements or to distinguish between contrasting ideas. However, consider colorblind individuals when selecting color schemes to ensure accessibility for all users.
2.2. Typography
We primarily use Museo Sans. If another typeface is required, consult the design team first. Typography visually reflects our tone of voice. Just as we avoid speaking in an inconsistent tone, we should also avoid overly stylized fonts, such as intricate handwritten styles, that hinder readability.
Our preference for Museo Sans is no surprise. For scalable font sizes, the WCAG standard minimum is 16 pixels, and we comply with this requirement.
And I will always love you… oh I will always….
This is halloween, this is halloween…
Welcome to the western, we are all cowboys here
Yes teacher I am 6 years old and just learned how to write
An action comic book
Museo sans is the best until we create a new better one
2.3. Title case writing
Using title case for an entire piece of content can reduce readability. While it may be necessary for the menu titles, it should generally be avoided.
2.4. Readability index
Our standard for readability is the Flesch Reading Ease Test. Content should score between 60–70, equivalent to the comprehension level of a 9th-grade student. This range reflects the average adult reading level. Content slightly above or below this range is acceptable, but avoid making it overly simple or excessively complex
For English, use tools like Hemingway App. For Turkish, use the Ateşman Index at Okunabilirlik İndeksi.
2.5. 9th-grade readability
This isn’t just for adults with cognitive challenges or children—it’s also for busy adults who need to quickly scan content. Furthermore:
- Not all users will be native speakers of the content’s language. While we support 18 languages, our passengers come from over 120 countries.
- We aim to ensure that passengers with mental health conditions can navigate our site comfortably.
Using vocabulary, sentence structures, and phrases that a 9th-grade student can understand helps create accessible and inclusive content for everyone.
2.6. Line height and spacing
Maintain comfortable line height (1.5x font size) and letter spacing to reduce visual strain.
2.7. Sentence and paragraph length
Aim for concise, short sentences and paragraphs to reduce cognitive load, making content easier to process.
On intercontinental flights, main meals are offered, along with a snack service on certain flights, and the catering service now includes homemade pasta and ravioli options, as well as main courses such as coal-fired kebab varieties, grilled fish, and a selection of local appetizers.
Main meals are served on long flights. Some flights also include a snack service. Our menu features:
Homemade pasta
Ravioli
Grilled fish
Kebabs
We also offer local appetizers.
2.8. Plain language
Write in plain language, avoiding jargon or technical terms unless absolutely necessary. Define any required technical terms simply. To put this idea into practice, check the glossary and learn how words are easy to use.
2.9. Bullets and headings
Use bullet points for lists and try different font size for subheadings to break down information. This helps users scan and find information quickly.
For more information please follow https://www.w3.org/WAI/tips/writing/ and find “Use headings to convey meaning and structure” section.
In a sense, it is like shooting yourself in the foot. It’s hard to read, impossible to scan, very difficult to understand.
It classifies all the information you’d like to narrate. Users can understand what you wrote with ease.
3. Understandability
3.1. Clear and consistent terminology
Use consistent terms throughout all channels. For instance, if a refund is referred to as a “refund” in one section, avoid using different terms like “reimbursement” or “credit” elsewhere.
3.2. Actionable language
Write direct prompts that clearly indicate the action’s outcome. Instead of vague prompts like “Proceed,” use specific language like “Continue to payment.”
3.3. Guidance through error messages
Error messages should not only identify the issue but also guide users on how to resolve it. If you haven’t heard from the developers how to fix the errors, now drop everything else and learn from them how to fix errors by the user and the system.
Although it is shown as an error, its main purpose is to indicate that there is no validity. It carries a redirection by nature. (e.g. Please enter a valid email address.)
3.4. Progressive disclosure
Show only relevant information when needed, reducing overwhelm and allowing users to digest smaller bits of information.
3.5. Cultural sensitivity
We proudly say that, Turkish Airlines users were born in different countries and come from different cultures. Therefore, we need to avoid idioms or cultural references that may not be understood universally. When localizing, adapt rather than directly translate content. Please be sure to show our approach to the 3rd party translators or the localization tools we may use in the future.
4. Perceptibility (aka. Scalability)
4.1. Scalable text and interface elements
Ensure that users can zoom or adjust text size up to 200% without loss of content or functionality. Discuss this issue with UI Designers and learn how to implement content into several interfaces.
4.2. Alt texts for icons and images
Include meaningful alt text for images and icons. For instance, instead of generic alt text like “Image,” specify the function or content, like “Passport scanning icon.”
4.3. Keyboard navigation and focus order
Content should be accessible via keyboard navigation, and all interactive elements should have a logical focus order, ensuring an intuitive flow.
4.4. Screen reader compatibility
Ensure all interactive elements are labeled for screen readers. Avoid hidden or unlabeled buttons, as they are inaccessible for visually impaired users.
4.5. Color contrast and visibility
While this overlaps with UI design, include guidelines for maintaining high contrast between text and backgrounds. For example, WCAG standards recommend a contrast ratio of at least 4.5:1 for regular text and 3:1 for large text. This guide is created under the leadership of the design team. Get involved and learn about the standards.
4.6. Testing with assistive technology
Regularly test content with screen readers and other assistive devices to ensure a smooth user experience for all users. Tests are organized and run by the design team. Be sure to get involved.