Providing good service in taxis and apps goes beyond driving safely. The experience begins with communication, goes through respect for differences, and is reinforced by small practices that make the service more accessible.
This checklist brings together three essential items, applicable in daily routines, to promote inclusion in urban individual transportation in Brazil.
1) Clear, direct, and respectful communication
Simple communication reduces misunderstandings and expands access for people with sensory or cognitive disabilities, older adults, and users with different levels of literacy.
Communication best practices
- Speak clearly, in a neutral tone, and without rushing. - Confirm important information, such as destination and payment method. - Avoid slang, irony, or ambiguous comments. - Be open to different forms of communication, such as written messages in the app.
2) Respect for the passenger’s individual needs
Inclusion begins with recognizing that each person has their own needs, without judgment or assumptions.
Attitudes that make a difference
- Ask, when necessary, how you can help instead of assuming. - Respect the use of assistive technologies, such as canes, wheelchairs, or hearing aids. - Accept assistance animals without unnecessary questioning. - Maintain a professional posture, avoiding comments about the passenger’s appearance or condition.
3) Conduct during boarding, throughout the trip, and at drop-off
Inclusive service is maintained at all stages of the ride, not only in the first contact.
Points of attention throughout the journey
- Stop the vehicle in a safe and accessible place for boarding and disembarking. - Offer help only after the passenger’s consent. - Inform about route changes, stops, or unforeseen situations. - Respect the passenger’s time, especially during slower movements.
How to use this checklist in daily practice
This checklist can be reviewed before the start of a shift or incorporated as a habit. Small, consistent actions help create a more welcoming service, reduce conflicts, and contribute to more inclusive transportation for everyone.
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