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NorthLink Ferries Backs Neatebox to Improve Passenger Accessibility

Ross Kelly


Neatebox’s ‘Welcome’ app helps venues and travel operators cater to the specific needs of people with disabilities.

Edinburgh-based startup, Neatebox, has announced a new partnership with Serco NorthLink Ferries to provide its ‘Welcome’ app – which helps to improve travel experiences for people with accessibility requirements.

The free app will help users to highlight areas in which they need service and assistance based on their specific needs. Venues and organisations which use the Welcome app are notified ahead of a person’s visit and are given an overview of their needs and how to cater to them.

Edinburgh Airport is one of a number of venues and locations throughout Scotland which uses the accessibility app.

NorthLink said the move is the latest is a series of new measures aimed at improving the journey experience for travellers. Earlier this year, the company introduced its ‘Recite Me’ accessibility tool to its website, which also helps people with accessibility needs.

Neatebox founder Gavin Neate said: “Our app helps disabled people to receive a better service, communicate with ease and travel with confidence. Even staff at companies with excellent customer service, like NorthLink, can struggle sometimes to know how best to support customers.

“We are delighted that they have seen how the product can help both passengers and staff, and hope that other operators will follow suit.”

Seumas Campbell, Serco’s customer service director at NorthLink Ferries, added: “We use the Welcome app to make staff aware of the specific needs of their visitors in advance of their arrival.

“We can greet customers by name and offer them the assistance they may require. This greatly improves the confidence and interactions between customer service teams and passengers, helping to build lasting relationships.”

The NorthLink staff have also attended disability awareness training classes with Access Panel Orkney and, in 2018, the company also teamed up with a sign language interpreting agency to improve access and user experience for its customers with hearing difficulties.”

Ross Kelly

Staff Writer

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