Exploring Complaints in Accessible Transport Services

– What Happens When Things Go Wrong?

What is the project about?

The project will gather insights into how disabled passengers interact with complaints systems by identifying common barriers faced when submitting complaints, and evaluating the overall effectiveness of the system in meeting their needs. We are interested in how things work at the business level, and also from the perspective of the user.

Woman using mobility aids is standing at the Visitor Information desk in Coventry Pool Meadow Bus Station. There are lots of leaflets on the desk and a staff member is slightly obscured by the leaflets on the other side of the desk.

What is the aim of the project?

The project aims to work with one or two major transport operators to develop a service blueprint of the complaints process. This would involve mapping the current and an improved set of service processes while highlighting pain points and opportunities for improvement.

How will we carry out this project?

Transport professionals who manage complaints within these major companies will contribute to helping us map the complaints process.

Plus through our CAT panel we will work with two groups of disabled passengers:​

  1. Non-complaining passengers. Those who had negative experiences but did not submit complaints, to understand barriers to reporting issues.​
  2. Complaining passengers. Those who submitted complaints, to assess their experience with the process, outcomes, and suggestions for improvement.

What have we done so far?

We are currently recruiting research participants.