Accessible transport solutions.
These changes are just the beginning, and we're committed to continuing our efforts to provide an even better experience for all.
- To further our goal of enhancing accessibility across our services, we have partnered with Sarah Rennie, a highly respected accessibility and inclusion consultant with extensive experience in the transport sector. Sarah’s experience will guide us in identifying and addressing barriers, ensuring our services are more inclusive and accessible to all.
- We have conducted an audit of 32% of our supply partners to ensure that their vehicles meet the necessary accessibility standards, allowing us to offer a wider range of options for travellers.
- We’ve increased the number of accessible vehicles in our network by onboarding new partners in key locations.
- As part of our ongoing commitment to customer service excellence, we are upskilling our service delivery teams to ensure that they are better equipped to respond to passenger requests, providing a more efficient and seamless experience for all.
- We launched a dedicated Passenger Assistance Working Group, bringing together representatives from across the business to tackle key challenges - including securing available wheelchair-adapted vehicles, streamlining the booking process, and improving how we assess passenger needs.
- We began rolling out a four-stage customer service plan, designed to deliver meaningful, positive changes for both customers and passengers across our entire operation.
✔️Stage 1 (Jan 2025): Desktop review by Sarah Rennie (call reviews, script, training materials).
✔️Stage 2 (APR 2025): Training plan creation, internal surveys, and stakeholder consultation.
✔️Stage 3 (May 2025): Training delivery to frontline staff.
Stage 4 (Summer 2025): Post-training surveys and an informative internal session featuring Sarah Rennie.
