Recommendation 15

Operators are at pains to emphasise the complexity of the systems they work within, especially when it comes to journeys involving multiple organisations or modes. But people are entitled to expect to be able to make complicated journeys to get where they need to go; disabled people are no different. Systems and staffing must be able to cope with complexity. Similarly, resilience to external shocks—such as the sudden increase in air travel after the ending of pandemic restrictions—must be sufficient to cope with accessibility requirements. (Conclusion, Paragraph 83)