An accessible booking journey should let passengers describe relevant travel requirements without making assumptions from a single accessibility label. Vehicle suitability may depend on equipment dimensions, assistance arrangements and the operator's confirmed capabilities.
Requests should reach staff who can review them, with unnecessary sensitive information kept out of general driver lists. A vehicle category in a search result should not become an unverified promise that every requirement can be met.
Design the form with accessible interaction and a telephone alternative. Test whether passengers can explain their needs in their own words and receive a clear confirmation. The operator should approve the matching rules, while the software records what was requested and what service was actually agreed.
Related reading: Transport and Coach Hire Software.