Service in taxis and ride-hailing apps does not begin when the car starts moving. It begins with communication, respect for the passenger’s choices, and attention to details that ensure a predictable trip.
In Brazil, where the diversity of needs is large and infrastructure varies widely, good inclusion practices prevent embarrassment, reduce conflicts, and expand access to everyday mobility.
Clear communication from the first contact
Simple messages and speech help everyone. For deaf people, people with intellectual disabilities, older adults, or those who do not fully master the app, clarity is essential.
Good practices include:
- Using short and objective sentences in chat or speech - Confirming important information (pickup location, destination, preferences) - Avoiding confusing abbreviations, irony, or an impatient tone
When in doubt, asking respectfully usually works better than making assumptions.
Respect for the passenger’s autonomy and choices
Inclusion means not deciding for someone else. This applies to the route, the type of assistance, and even conversation during the trip.
Some common examples:
- Asking before helping someone get in or out of the vehicle - Not touching canes, wheelchairs, or guide dogs without permission - Respecting when the person prefers silence or written communication
Autonomy does not mean the absence of support, but rather support on demand.
Boarding, alighting, and adequate time
Haste is one of the greatest sources of exclusion in individual transportation. People with reduced mobility may need a few extra minutes.
Simple good practices:
- Stopping in a safe place as close as possible to the agreed pickup point - Allowing the necessary time for boarding and seatbelt adjustment - Avoiding comments or signs of impatience
Adequate time is also part of good service.
Accessibility is not a favor or an exception
Phrases like “I’ll do you a favor” or “I don’t usually do this” create discomfort. Accessible service is part of the job.
This includes:
- Accepting guide dogs without question - Transporting mobility aids when they fit in the vehicle - Following the requested route, without unagreed deviations
Treating accessibility as the rule helps normalize basic rights.
Common sources of friction — and how to avoid them
Many conflicts arise from predictable misunderstandings. Anticipating them improves the experience for everyone.
Some practical precautions:
- Confirming the exact pickup location on busy streets - Giving advance notice if there is difficulty parking - Informing route changes before making them
Predictability reduces anxiety and increases trust in the service.
Ratings and feedback focused on improvement
Rating trips and providing feedback helps improve inclusive service. Ideally, describe facts, not people.
When reporting an experience:
- Cite specific behaviors (what helped or hindered) - Avoid generalizations or insults - Highlight good practices when they occur
Well-crafted feedback contributes to a more accessible transportation system in everyday life.
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