Taking bookings via an app or website

Booking entities should apply the following best practices for inclusive and accessible websites and apps.

Inclusive design and testing

Co-design booking apps with people with disability and the advocacy sector. Where co-design isn’t practical, make sure people with a range of accessibility needs test the apps before you release them.

Make sure your websites and apps meet at least Website Content Accessibility Guidelines (WCAG) Level 2.1 AA accessibility standards. If your technology allows, aim for a higher level to improve access for more people.

Check that digital content can be read and is compatible with a wide variety of screen readers. Read more about designing and developing for web accessibility on the W3C website.

Providing alternative access options

Provide other, easy access options if features of the app are incompatible with screen readers.

For example, you could provide an option to receive text messages when the vehicle is approaching a pick-up location instead of only providing vehicle map tracking.

Capturing accessibility needs

Give customers the ability to select that they have accessibility needs, or require assistance from the driver, before finalising the booking.

Give customers a way to specify their needs using their preferred booking method (e.g. a free text field in the booking app to communicate accessibility requirements or pick-up instructions).

The customer shouldn’t have to use an additional or alternative method to provide accessibility needs (such as making a booking via an app then having to call a call centre to specify their accessibility needs).

Communicating accessibility needs to drivers

Confirm that the driver knows and understands the customer’s accessibility needs.

For example, a trip with accessibility requirements may require a driver to acknowledge the requirements. This will give booking company confirmation that the driver has received the relevant information.

Improving customer experiences (scenario)

Kai (he/him/his) used a booking app to request a ride from the train station to his home.
Kai is a young man with cerebral palsy. Because of his medical condition, he has mobility requirements. He finds it difficult to walk short distances and sometimes needs to use a walker or wheelchair.
On this day, Kai didn’t have a mobility aid with him because he didn’t think he would need to walk far. When the driver received the booking details through the booking system, the map directed the driver to the street but didn’t say that Kai was waiting at the north entrance of the train station.
The booking app lets drivers call customers. Because the driver wasn’t directed exactly to Kai’s waiting location, the driver drove away without attempting to contact Kai. This left Kai in a vulnerable position and unable to get home.
Booking entities should have processes to:
- allow Kai to note mobility limitations/disability and a precise pick-up location in the booking
- prioritise Kai’s online booking
- give the driver access to Kai’s booking information, such as his accessibility needs and precise pick-up location
- allow the driver to call Kai:
  - when they are at or approaching the pick-up location
  - to confirm the precise pick-up location if booking information is missing
- give Kai driver location updates while he waits for his ride to arrive. This could be via:
  - text messages or notification banners in the app
  - phone calls or voice messages from the booking system team.