Domestic Transport

Customer rights

The main customer rights issues when travelling in their destination countries are getting involved in an accident and accessibility for customers with disabilities.

Travellers face a risk of accident and injury when using transport in their destination countries. Car or bus drivers’ working conditions have a direct impact on customer safety. Overworked or stressed drivers, who have inadequate rest times or are under pressure due to tight schedules, may have an elevated risk of causing accidents or injuries. Furthermore, poor quality of vehicles or bad maintenance can also increase the risk of accidents. According to the World Health Organisation, road traffic crashes take the lives of nearly 1.3 million people every year, and injure 20–50 million more. Transport companies should provide customers with the necessary safety instructions and have adequate and well-maintained safety material in place (e.g. first aid kits, life vests when travelling on boats, etc.).

Accessibility for all customers is another main issue for transport companies. People with disabilities may not receive sufficient assistance to reach and board vehicles or boats.

Houseboats: India
Accessible destination: Goa
Accessible Travel: Barriers at trains and railway stations
Houseboats: India
Accessible destination: Goa
Accessible Travel: Barriers at trains and railway stations

Lack of customer safety on houseboats

In its Human Rights Impact Assessment in India, Kuoni found a lack of customer safety on many houseboats. The stakeholders consulted in the HRIA mentioned an increasing number of accidents with houseboats, as customers, at times, received inadequate safety instructions or life vests were not accessible. Improving drivers’ working conditions, including providing adequate rest periods and appropriate and regular safety training, was identified as an important factor for minimizing the risk of accidents and ensuring customer safety.

Goa to be an accessible tourist destination

Enable Travel, an Indian travel company specialized in accessible holidays, announced that it would be partnering with Ezy Mov, India’s first wheelchair taxi service in Goa, with the aim to make Goa a fully accessible tourism destination. The two tour operators address people with different mobility issues, including elderly travellers. The services will also be available for the local population.

Wrong side of the tracks: trains and railway stations 

After planes, trains are the second most popular method of travel. The most common barriers at railway stations include poor signage at stations, issues with digital panels and screens in and on trains, communication problems between stations and the need for consistency of standards (e.g. meaning of "wheelchair-accessible") across the system. Other problems include the absence of non-visual alternatives for vending machines, physical accessibility barriers, lack of means to contact staff and issues with public address systems. Moreover, there are problems reported with locating meeting points for assistance. 

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Take action

Policy and process

Supplier assessment

  • Assess the working hours/rest periods of drivers in destinations.
  • Assess the accessibility of transportation services offered for people with disabilities.

Training and capacity building

  • Train procurement staff on the issue of drivers' working conditions and how it can be addressed.
  • Provide training to transportation providers on customer safety.
  • Conduct specific trainings on the needs of people with disabilities when travelling (e.g. for procurement and sales staff, for transportation providers etc.)

Find more information on potential measures to take on the "take action" site. 

Take action

Learn more

Find more information in the Resource Centre. 

Learn more