Calling all UK transport operators, let’s explore how complaints handling can work better for disabled passengers.
We’re launching a new research project to examine how accessibility-related complaints are currently managed across the UK transport sector and how they could be improved.
We know that when things go wrong, complaints matter. The way they’re handled can make a real difference to disabled passengers’ experiences — and to staff trying to resolve them.
What’s this project about?
We’re inviting staff who manage or oversee complaints at UK transport operators (rail, bus, aviation, ferry) to take part in a short research workshop. Together, we’ll map the current complaints process — and reimagine what a more user-centred system could look like.
Using User-Led UX (ULUX) service design methods, we’ll:
🔹 Create an “as-is” journey map showing how complaints currently flow through your organisation, including pain points and inefficiencies.
🔹 Co-design a “to-be” map showing how things could be improved from both staff and user perspectives.
Why take part?
✔ Share your experience confidentially — we’re interested in the process, not the content of complaints
✔ Help us understand the challenges and opportunities
✔ Influence practical recommendations for a more accessible, effective complaints process
What’s involved?
A single workshop (online or in person) — tailored to your preferences and accessibility needs – to take place in October or November
Open, honest discussion about how complaints are received, processed, and resolved
All responses will be anonymised and handled with care
Outputs will inform a national blueprint for accessible complaints systems
If you’re involved in complaints handling in a UK transport organisation — we’d love to hear from you.
👉 Express your interest here: https://lnkd.in/ecjgyvPB
Let’s co-create a complaints journey that works for both staff and disabled passengers.
