Inclusive booking and communication systems

Booking systems that support personalised transport services (such as taxis and ridesharing) need to be inclusive and accessible for all customers, including those with disabilities.

This is a legal requirement under the Disability Discrimination Act 1992 and other legislation.

If you hold a booking entity authorisation, this guide offers advice on how to improve your booking and communication systems so they are accessible and inclusive for everyone—from the moment a booking is made to the end of the trip.

This guide includes best-practice advice on:

• app and website bookings
• phone bookings (both automated and non-automated)
• dispatch processes
• communicating with customers
• handling complaints.

Inclusive booking systems give everyone a way to book transport and receive quality customer service throughout their journey. This in turn has commercial benefits for service providers.

Note: You can also download the Inclusive booking and communication systems best practice guide (DOCX, 231KB).