Section 1 — The Policy Itself

1.Do you have a written companion/carer ticketing policy?

Yes — it is a standalone, named documentPartially — it is buried within broader terms and conditionsNo — it is handled case by case

2.When did you last review this policy?

Within the last 12 monthsMore than 12 months agoI do not know

3.Does your policy apply consistently across all sales channels?

Yes — online, phone, box office, and third-party resellers all apply the same rulesMostly — but there are inconsistencies between channelsNo — it depends on who the customer speaks to

4.Is your companion ticketing policy clearly explained to customers in plain language before they need to use it?

Yes — it appears on our website, booking confirmation, and/or accessibility pagesIt is available but not prominentIt is not publicly explained unless a customer asks

Section 2 — Eligibility Criteria

5.Do your eligibility criteria recognise the full range of disability types, including non-visible disabilities?

Yes — our policy explicitly covers physical, sensory, cognitive, and mental health conditionsPartially — we focus mainly on physical or mobility-related disabilitiesNo — our eligibility criteria are not clearly defined

6.Do you accept a recognised verification scheme — such as the Nimbus Access Card — as proof of companion ticket eligibility?

Yes — we accept at least one recognised schemeWe are considering this but have not yet implemented itNo — we rely solely on ad hoc or medical documentation requests

7.Is your evidence request proportionate — does it confirm the need for a companion without requiring sensitive medical detail?

Yes — we ask for confirmation of the need, not the conditionWe ask for medical letters or GP documentationWe have no defined approach to evidence

Section 3 — Pricing and Commercial Terms

8.Is a free or discounted companion ticket linked to a defined eligibility criterion — not individual staff discretion?

Yes — the decision is rule-based and consistently appliedSometimes — individual staff members make the callNo — it is handled case by case without clear rules

9.Does the combined cost of a disabled customer's ticket and a companion ticket avoid creating a 'disability tax'?

Yes — a disabled customer does not pay more than a non-disabled customer for a comparable experienceWe are not sure — we have not assessed thisNo — the combined cost often exceeds what a non-disabled customer would pay

10.Is your companion ticket pricing transparent and consistent across all booking channels?

Yes — the same terms apply regardless of how a customer booksMostly — but there are inconsistenciesNo — pricing varies by channel or by who handles the query

Section 4 — Staff Training and Operations

11.Have all customer-facing staff been trained specifically on your companion ticketing policy within the last 12 months?

Yes — training has been delivered and recordedPartially — some staff have been trained but not allNo — there is no specific training on this policy

12.Do your staff understand the legal distinction between a companion present in a care role and a companion who is a full event participant?

Yes — this distinction is clearly covered in trainingPartly — some staff understand this but it is not consistently appliedNo — this is not covered in training

13.Is there a clear, documented escalation procedure for disputed companion ticket cases?

Yes — staff know who to escalate to and what the process isThere is an informal approach but nothing documentedNo — individual staff handle disputes without a defined process

Section 5 — Complaints and Review

14.Do you record and track companion ticketing complaints as a specific category?

Yes — we keep a dedicated log and review it regularlyWe record complaints generally but not companion ticketing specificallyNo — complaints are dealt with individually without systematic recording

15.Have you reviewed companion ticketing complaints from the last 24 months to identify patterns or systemic gaps?

Yes — we have reviewed the data and acted on findingsWe have the data but have not conducted a structured reviewNo — we have not reviewed complaints in this way

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Chris Fry

Director, Strategic Access Advisory Limited

Is Your Companion Ticketing Policy Fit for Purpose?