Kundenabwanderung durch unzureichende Unterstützung von Fahrgästen mit Behinderung

Definition

The DDA and DSAPT require transport providers to ensure access to buses and other public transport for people with disability.[4][9] The Australian Human Rights Commission notes that many disability discrimination complaints involve denial of access to transport.[4] Advocacy groups such as People with Disabilities WA explicitly assist individuals who feel they are being denied access to transport or treated unfairly because of disability, helping them pursue remedies or alternatives.[7] Where passengers repeatedly experience barriers (e.g. inability to book assistance easily, failures to honour requested accommodations, inconsistent treatment of hidden disabilities), they may cease using an operator’s services. For interurban and rural routes, each lost regular passenger with disability may represent several hundred to several thousand AUD in foregone annual ticket revenue, particularly when carers or companions travel as well. Assuming a medium regional operator loses 20–50 such passengers over time due to poor accommodation processes, with an average annual revenue contribution of AUD 500–1,000 each, this equates to an estimated AUD 10,000–50,000 in recurring revenue churn (logic-based estimate). Additional reputational damage can deter broader community use, especially in smaller towns where word-of-mouth is strong.

Why This Matters

The Pitch: Interurban and rural bus operators in Australia 🇦🇺 lose recurring revenue when passengers with disability and their carers choose more accessible providers. Streamlined, transparent accommodation request handling can retain these customers and grow a high-lifetime-value segment.

Affected Stakeholders

Marketing and customer experience managers, Service planning and product managers, Accessibility / inclusion officers, Executive management responsible for patronage and revenue

Related Business Risks