Explain how the passenger will travel
Tell the team whether the passenger will remain in their wheelchair or transfer to a vehicle seat. These require different arrangements. Give the chair’s dimensions and any information needed to establish vehicle suitability, including whether it is powered or manual. Do not assume that selecting a standard car includes wheelchair access.
Include companions and equipment
Tell us how many people are travelling alongside the wheelchair user and what luggage or mobility equipment they are bringing. Space must work for the complete party. If more than one vehicle is proposed, confirm who will travel together and how the equipment will be carried before accepting the arrangements.
Describe access at both ends
Provide the building name, full address and a practical pickup point. Mention steps, narrow entrances, restricted vehicle access or a collection point away from the main entrance. Discuss what assistance is needed so the team can confirm whether the proposed service meets the journey requirements.
Airport and station journeys
For an airport pickup, provide the arriving flight number and allow for the time needed to reach the collection point. For a station, provide the train details and agreed entrance. Assistance inside an airport or railway station is a separate arrangement with the relevant travel provider; plan it alongside the road journey.
Confirm before travel
Send the journey details by phone or WhatsApp and wait for confirmation of a suitable vehicle and collection plan. An enquiry alone is not a booking. Repeat the requirements for the return journey if the party, equipment or destination will differ, and contact the office promptly if anything changes.
Useful answers
Can a passenger stay in their wheelchair?
Tell the team this requirement before booking, along with the wheelchair dimensions and companions. A suitable accessible vehicle and the arrangements must be confirmed for the journey.