Beyond SSR codes. Real preparation.
SSR codes tell you someone needs assistance. They don't tell you how to handle their powered wheelchair, or that they lipread, or that sudden announcements cause anxiety. WelcoMe fills the gap.
Disabled passengers used UK airports in 2023
Report anxiety about travelling due to past barriers
Have had mobility equipment damaged
Common barriers in travel
Travel barriers create anxiety and exclusion. Here's how to remove them.
Boarding barriers
Narrow gangways, inaccessible boarding bridges, staff unsure of procedures
Visit prep ensures right assistance arranged. Staff trained on boarding procedures.
Navigation barriers
Complex terminals, poor signage, long distances without seating
Audit maps accessible routes. Meet and assist arranged in advance.
Information barriers
Audio-only announcements, visual-only screens, no accessible booking
Multiple communication channels. Staff briefed on individual needs.
Equipment barriers
Mobility equipment damaged, batteries disconnected, chairs left behind
Specific handling requirements shared in advance. Staff trained on equipment care.
SSR codes were never designed for this
Special Service Request codes (WCHR, DEAF, BLND) are blunt instruments. They flag that assistance is needed—but they can't capture the nuance of how to actually help.
Says: "Wheelchair required"
Doesn't say: Powered or manual? Width? Can they transfer? Battery handling?
Says: "Powered wheelchair, 75cm width, does not transfer, lithium battery needs specific handling"
Plus: "Please don't push my chair without asking. I lipread—face me when speaking."
WelcoMe doesn't replace SSR codes—it enriches them with the detail staff actually need.
Plus custom API integration for enterprise transport operators.
What regulations cover accessibility in UK transport?
Transport accessibility in the UK is governed by a layered regulatory framework beyond the Equality Act 2010.
The Railways (Interoperability) Regulations and the Public Service Vehicles Accessibility Regulations (PSVAR) set technical standards for physical accessibility of trains, buses, and coaches. The Aviation Accessibility Regulations (EC 1107/2006, retained in UK law) require airports and airlines to provide assistance to disabled passengers free of charge.
The Maritime and Coastguard Agency sets standards for ferry accessibility, and the Department for Transport's Inclusive Transport Strategy (2018) committed to making the UK's transport network fully accessible by 2030. Progress has been slower than planned, but the direction is clear: transport operators face increasing scrutiny on how well they serve disabled passengers.
For ferry operators specifically, NorthLink Ferries and other UK operators are finding that detailed passenger information shared in advance, rather than relying solely on SSR codes at booking, produces significantly better outcomes for both passengers and crew.
Real scenarios, real impact
See how detailed preparation transforms the travel experience.
Ferry crossing
Wheelchair user booking overnight crossing. Uses powered wheelchair, doesn't transfer.
SSR codes don't capture specifics. Cabin allocated isn't truly accessible. Staff unsure how to assist at boarding.
WelcoMe Key captures exact requirements. Accessible cabin confirmed. Boarding team briefed on powered chair handling.
Bottom line: Smooth crossing, wheelchair intact, passenger relaxed. Without preparation, complaint filed and customer lost.
Airport departure
Autistic teenager flying for first time. Sensory sensitivities, needs predictability.
Generic special assistance. Long wait in crowded area. Overwhelmed before even boarding.
Specific needs shared in advance. Quiet waiting area arranged. Staff briefed to provide calm, predictable experience.
Bottom line: Successful first flight. Family become regular flyers.
Coach journey
Blind passenger with guide dog travelling alone. First time using this service.
Driver unsure about guide dog protocol. No one meets passenger at drop-off. Anxious journey.
Requirements shared in advance. Driver briefed on guide dog etiquette. Destination assistance arranged.
Bottom line: Confident, independent journey. Passenger recommends service to others.
Why does pre-journey information matter more in transport?
Transport is uniquely high-stakes for disabled travellers because the consequences of getting it wrong are severe. A customer who has a poor retail experience can leave and go elsewhere. A passenger on a ferry, train, or plane can't leave. They're committed to the journey, and if barriers haven't been anticipated, they're stuck with the consequences for hours.
This is why advance preparation matters more in transport than in almost any other sector. Knowing a passenger's powered wheelchair dimensions, battery type, transfer ability, and communication preferences before they arrive at the terminal transforms the experience from anxious to manageable. It's the difference between a complaint and a recommendation.
Three pillars for travel
Audit terminals & vessels
Map barriers across the journey. Track equipment status. Identify problem points.
Learn about audits →Prepare for every journey
Detailed requirements at booking. Operations team briefed. Equipment handling specified.
Learn about visits →Train your crews
Transport-specific scenarios. Equipment handling. Communication across barriers.
Learn about training →Ready to go beyond SSR codes?
See how WelcoMe helps transport operators deliver truly prepared assistance.