The detail to resolve first
Explain whether the passenger can transfer into a vehicle seat and provide the folded or occupied wheelchair dimensions as relevant. Ask whether a ramp, lift or restraint system is required and available. An ordinary passenger van is not automatically wheelchair accessible.
Prepare a workable enquiry
Keep the full address, local travel date and travelling passenger’s contact together. Mark fixed deadlines and any special requirements. If another person makes the booking, decide who receives the final instructions.
Check the written arrangement
Ask which parts of the itinerary are included, how waiting is handled and what to do if the schedule changes. Identify any tickets, guiding, specialist assistance or extra stops that require separate arrangements.
Keep the written confirmation available to the passenger. An enquiry or a WhatsApp conversation is not a confirmed reservation until the specific journey has been accepted.