Review and improve your booking systems

It is best practice for booking entities to regularly review and improve their booking systems.

Be proactive

Being proactive about adopting best practice approaches can save time and money while strengthening relationships with customers. Making improvements before problems arise or mandatory reforms are introduced ensures your systems remain efficient and compliant.

Continuous improvement and feedback

• Customer, driver, and staff feedback can all drive improvements.
• Conduct reviews of booking systems and practices to address customer feedback and as part of continuous business improvement. Best practice recommends reviewing booking systems and how they meet customer needs each year.
• Regularly consult with people who have lived experience of disability and/or disability advocacy groups to identify areas for improvement with the services you provide. This can be done through focus groups, surveys, customer complaints, and by actively seeking feedback on certain parts of the booking process.

Adapt to change

Respond to external factors in the review process.

For example, changes in technology, industry learning, and legislation (such as Disability Standards for Accessible Public Transport) or an increase in customer complaints.

Implement changes slowly

• Make changes slowly to minimise disruption to companies and customers.
• Prioritise improvements and introduce them gradually. This will cause less disruption to the business and allow you to evaluate changes.

Focus on accessibility

Improve your booking system for all customers, focusing on customers with accessibility needs.