At Lothian we are committed to making bus travel accessible and comfortable for everyone within the communities we serve. Our Supported Journey service is designed to assist passengers with lived experiences or those who need extra support to build their confidence in using public transport independently.
As a business we believe that everyone should have the freedom to travel independently. With Supported Journeys, we are here to support you every step of the way towards boosting confidence and/or helping you develop the skills required to independent travel.
What is a Supported Journey?
A Supported Journey is a personalised, one-to-one session with individuals who wish to boost their confidence in travelling independently on our network. Our Accessibility and Inclusion Officer will accompany a customer on a live bus journey to help them become more comfortable and confident with independent travel.
This is also an opportunity for the customer to ask any questions they may have about public transport travel, such as accessible features including the ramp, priority seats, etc. Our dedicated accessibility professional will provide reassurance and assistance as needed, aiming to be as hands-off as possible to promote independence.
Key features of Supported Journeys
Bus Familiarisation
Supported Journeys are an ideal opportunity for our customers to become more familiar with the internal layout of our diverse fleet of buses. This is especially beneficial for customers who are new to travelling using a manual or powered wheelchair, and those who are blind or partially sighted. Individuals can be reassured that they are in safe hands as they explore the practicalities of boarding the bus, travelling on-board and alighting in a way that meets their needs.
Personalised support
Our dedicated Accessibility and Inclusion Officer will get in touch with you discuss your needs. On the agreed day of travel we can meet you at your doorstep (without entering your property) or at your nearest stop.
Customised Experience
The Accessibility and Inclusion Officer will share a journey with you to and/or from a pre-arranged destination, based on your specific travel goals within our network boundaries.
Confidence Building
Customers may benefit from 2 or more journeys, either on the same service or across different routes/destinations. These will be perfectly paced to help you develop travel confidence.
Practical Guidance
From start to the end of the shared journey, our dedicated accessibility professional will provide you with advice and guidance on boarding, interacting with the driver (requesting the ramp, etc.), finding a seat (including priority seats), safely parking a wheelchair and alighting from the bus.
Who can benefit from a Supported Journey?
• Individuals with disabilities (including hidden disabilities).
• Individuals who need extra support or reassurance when using public transport.
• Anyone with lived experience who is looking to build their confidence in their travel independence on our network.
How to access Supported Journeys?
Ready to share a journey with our Accessibility and Inclusion Officer? Take the first step towards your travel independence by contacting our us through our dedicated accessibility channel via email: [email protected]
Our Accessibility and Inclusion Team will contact you via your preferred method of communication for further information to better understand your individual travel goals.