Recommendation 22

As one way of reducing the need for complaints in the first place, we recommend that all licensed transport providers be required to appoint an accessible transport champion with the specific responsibility for navigating journeys on a regular basis to assess conditions against a checklist, as a lean and rapid way of assessing the passenger experience. Champions should have an understanding of accessibility needs on a pan-disability basis, and personal experience of navigating transport as a disabled person or carer. (Recommendation, Paragraph 107) The legislative framework