Access should continue after the booking is made
The draft proposes that disabled passengers can book seats appropriate to their travel needs, unless already booked, and that suitable seats be available in each travel class where classes exist. It also updates application provisions for booked services, food and drink services, and belongings. The booking-seat proposals have a proposed five-year transition for existing conveyances.
Functional impact
Passengers should not be forced into an unsuitable class, location or service experience because the booking system cannot represent access needs. Inclusive service also includes access to food, assistance and belongings during the journey.
Provider impact
Reservation rules, inventory controls, seat maps, pricing, staff authority and onboard processes need to align. A disability flag without an enforceable seat allocation or a clear staff handover will not deliver the outcome.
Strategic implementation process
- Review digital, phone and agent-assisted booking journeys against real travel needs.
- Tag suitable seats and accessible features accurately in inventory systems.
- Test every travel class and service scenario with passengers with disability.
- Train reservation and onboard teams; monitor seat substitution and unmet-need incidents.
Design bookings for the whole journey
We can translate passenger needs into booking-system requirements and operational procedures.