Customer Services Comparison of Two Major Transport Interchanges

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Diploma level (IRO)



Title: ‘Customer Services Comparison of two major transport interchanges’

Module Code:

Module Abbreviation: CS

Word Count: 1500 (including survey’s)


Transport interchanges can be complex and intimidating to persons with a disability. I will design and conduct a survey and measure the customer service levels for disabled access. I will visit Stansted Airport and complete the survey form. The next visit will encompass Glasgow Central Railway Station to complete the same survey. I will then compare the survey results and identify any differences and the implications this may have. This survey (figure 1 and figure 2 below) will highlight the strengths and weaknesses of disabled access and possible implications. The survey is a demonstration of the commitment of the business in attaining better customer satisfaction results.

Step-free Access

The Equality Act 2010 is the most important legislation incorporating the provisions of the Disability Discrimination Act 2005 ensuring persons with a disability are not discriminated against. Transport undertakings must make reasonable adjustments by reducing or removing barriers to persons with a disability or impairment by providing seamless step-free access where technically possible. Disabled customers will need to plan their journey, and in some cases book advance assistance should it be required at both, Stansted, Glasgow and the destination. It must be noted that accessibility information, such as parking, door-ways, step-free interchange/street access and assistance should be readily available to the customer. Glasgow Central and Stansted Airport provide step-free access throughout as expected, integration with other forms of transport provide seamless disabled accessibility free of obstacles. Finsbury Park is one example worth exploring, providing step-free interchange but...