The Transport Guide

This module outlines practical ways to include transport information in your Access Guide, helping customers feel confident, included, and supported before they even arrive.

Transportation is a key part of the visitor journey that's often overlooked — but for many customers, it can make or break their experience.

Understanding Customer Needs

One of the most common barriers for people with limited mobility, especially wheelchair users, is transport — particularly coach or shuttle services that aren't designed with accessibility in mind.

What may surprise you is that many customers who use a manual wheelchair are able to transfer into a standard vehicle. Some may need a little assistance, but this is often as simple as folding their wheelchair and placing it in the boot.

Manual Wheelchairs — Built for Travel

Modern manual wheelchairs are designed with travel in mind. They're typically made from lightweight but strong materials like carbon fibre, titanium or alloy, and weigh around 12–16 kg. Most have quick-release wheels, folding backs, or collapsible frames, making them easy to stow in a standard car.

One of the most important parts of the wheelchair is the cushion. These are custom-made to suit the individual and play a crucial role in preventing injury or pressure sores.

Adaptive Vehicles — Who Needs Them?

The majority of manual wheelchair users don't require wheelchair accessible vehicles — they're mainly required by people who use larger, powered wheelchairs or those who can't transfer into a standard seat due to weight, nerve pain, or personal preference.

If your business provides transport, using a low vehicle can make transfers easier. Two-door cars often have wider openings, and front passenger seats are generally the easiest place to transfer into. If a staff vehicle is available for transfers — instead of a van or coach — include this in your Access Guide. Different customers will have different preferences, so having a few options goes a long way.

Providing Shuttle Services

If your business offers a shuttle or transport service, it's best to outline the options clearly in your Access Guide. This gives customers the opportunity to make a decision based on their needs — without needing to call or arrange anything separately.

If and when they decide to book your experience they can then make further arrangements. It's worth your effort to assist a potential client's ability to book your experience hassle free.

Where possible, include high-quality images of the vehicles used, ideally showing where and how a customer would access the vehicle. These images should be clear and free of people. Customers can then assess whether a vehicle is suitable for them at a glance.

Also, if you work with a third-party transport provider, have a conversation about your business's commitment to inclusion. Agreeing on a shared approach ensures a consistent experience for your customers.

Tailoring the Experience

Transport solutions will vary depending on the type of experience your business offers. Consider how transport fits in — is it:

• Included as part of the experience
• Optional
• A requirement to reach the activity

If a shuttle is the only access to your location, some customers may prefer to follow in their own adapted vehicle. If that's possible, make sure you include details about the meeting location and timing in your Access Guide (e.g. arrive 10 minutes before the shuttle leaves). If there are any road restrictions or access rules — especially on private roads — state these clearly.

Coach or Van Transfers

If a coach or van is the only transport option, don't assume customers in wheelchairs won't be able to board. Many people can self-transfer with minimal support — and some can transfer with assistance.

Rather than saying "no," offer clear information about what support is available. For example:

• Customers who can transfer independently or with limited support — staff are happy to assist as needed
• Customers who need help to transfer must be accompanied by a support person — staff are happy to assist
• If a two-person lift is needed, staff are trained and happy to help — a maximum weight limit applies (best practice is to include this weight limit in your Access Guide, or note that it's at staff discretion)

Transfer Assistance and Equipment

Some businesses provide adaptive equipment to assist with transfers. If your business does, this is great to include — a short description and a photo can make a big difference.

Adaptive equipment could be brought by the customer (e.g. a sideboard) or provided by your business. Some useful equipment includes:

• Sideboard
• Transfer harnesses
• Ibex stair climber transfer wheelchair

More details about assist equipment is covered in the Adaptive Equipment module.

Every customer will have their own preferences and needs when transferring. Let them lead the process and don't assume one approach will suit everyone.

Transport might seem like a small detail — but for some customers, it's the difference between being able to join your experience or being left out. Providing clear, helpful, and accurate information upfront makes all the difference.