Lessons on Supporting Customers with Physical Disabilities
The Ombuds Group is partnering with the Collaboration Network on a new initiative; The Travel Club.
The Travel Club has been designed with cross sector experience sharing in mind, bringing together organisations from across the travel sector to collaborate, share insights, and enhance standards of customer care and regulatory compliance.
Why Join?
The Travel Club is free until June 2026. During this introductory period, members benefit from:
– Full Event Access: Participation in approximately 110 online events per year covering vulnerability, complaints handling, and employee well-being.
– CN-X Member Portal: Access to a comprehensive resource library featuring past masterclasses, reports, and publications.
The first Travel Club session of 2026, “Lessons on Supporting Customers with Physical Disabilities” is being held on 10 February, 10-11.30, online via Zoom. This will include discussion with Gordon McCullough CEO of RiDC (Research Institute for Disabled Consumers), a workshop titled ‘How do we support all customers to provide a truly inclusive service?’ with Louise Baxter MBE and Adam Carter Directors of Consumer Friend, and will be hosted by Anthony Smith Chair of Independent Rail Retailers and Heathrow area Transport Forum.
Join Martin Byrne from Avanti West Coast for a fast-paced case study on Travel Companion, a WhatsApp-based support channel giving disabled customers instant help during their journey. Staffed by specialist team members with real expertise and empathy for accessibility, Travel Companion provides real-time support when things do not go to plan, from lifts being out of order to onboard assistance needs. Discover how simple, human communication is helping Avanti West Coast respond faster, remove barriers and deliver more confident, inclusive journeys.
