Free Resource

Accessible Queuing Self-Assessment

Seven sections, 23 questions, around 20 minutes. Find out where your venue stands on accessible queuing — before a complaint does it for you.

Most accessible queuing failures don't begin with bad intentions. They begin with a policy that was written once, never reviewed, and is applied differently depending on who's on the gate — or a provision that was designed with wheelchair users in mind and leaves everyone else behind.

This self-assessment is designed for a director, operations manager, or customer experience lead who wants an honest read on where they stand — before a complaint, a claim, or regulatory action makes that assessment for them. Work through it honestly. The gaps you find are the risks your organisation is carrying right now.

Section 1 — Legal Foundation

Section 2 — Verification Systems

Section 3 — Queue Management in Practice

Section 4 — Signage and Communications

13.Do you have a dedicated, prominent access information page on your website — not a buried FAQ?

Yes — a dedicated, current page linked clearly from the booking flowPartially — access information is available but not prominentNo — or access information is only available if customers ask

14.Are accessible queue routes signed from the point of arrival — car park or drop-off — not just from inside the venue?

Yes — accessible entrance and queue routes are signed from the approachPartially — signage begins inside the venue but not from the approachNo — accessible entrance is not clearly signed until guests are inside

15.Is your access information available in accessible formats — including EasyRead, screen-reader compatible, and BSL?

Yes — available in multiple accessible formatsPartially — some formats covered but not allNo — information is provided in standard text only

Section 5 — Staff Training

16.Have all customer-facing staff been trained specifically on accessible queue management — including the Access Card, Sunflower Lanyard, companion rights, and escalation procedures — within the last 12 months?

Yes — training has been delivered and recordedPartially — some staff have been trained but not all, or it was more than 12 months agoNo — there is no specific training on accessible queue management

17.Are your staff trained to handle public pushback from non-disabled guests who object to others using a priority queue?

Yes — staff have a clear, trained response and know not to apologise for or debate the policyPartially — staff are expected to use common sense but have no specific trainingNo — this scenario hasn't been addressed in training

18.Do you conduct written access debriefs at the end of each event, reviewing any access incidents, near-misses, or staff concerns?

Yes — written debrief is standard practice after each eventPartially — informal discussions happen but nothing is documentedNo — access issues are not reviewed post-event

Section 6 — Evacuation Planning

19.Do you have a documented General Emergency Evacuation Plan (GEEP) that specifically covers how disabled guests in accessible areas will be evacuated safely?

Yes — a documented GEEP covering mobility, sensory, and cognitive needs is in placePartially — evacuation plans exist but don't specifically address disabled guestsNo — evacuation plans do not address disabled guests specifically

20.Are named evacuation stewards assigned to each accessible area before each event opens, briefed on which guests are in their area and what their needs are?

Yes — named, trained stewards are assigned to accessible areas before doors openPartially — stewards are assigned to accessible areas but not specifically briefed on individual needsNo — evacuation responsibility for accessible areas is not specifically assigned

21.If evacuation chairs are provided, have all staff assigned to accessible areas been trained to use them — within the last 12 months?

Yes — training is current and staff know which guests are in their areaPartially — chairs are provided but staff training is not current or consistentWe don't have evacuation chairs, or chairs are present but staff aren't trained

Section 7 — Post-Event Review

22.Do you provide an accessible post-event feedback mechanism specifically for disabled guests — such as a QR code, dedicated email address, or online form?

Yes — an accessible, proactively communicated feedback channel existsPartially — general feedback mechanisms exist but aren't specifically designed for accessibility feedbackNo — disabled guests are expected to use standard complaints processes

23.Do you track and review access-related complaints and near-misses from each event as a specific category?

Yes — access feedback is logged separately and reviewed against each eventPartially — complaints are logged generally but not by access categoryNo — access feedback is handled informally without systematic recording

Stay informed

We publish practical guidance on accessible queuing, caselaw updates, and accessibility policy for sport, music, entertainment, and live events. Leave your details and we'll send relevant resources when they're published — no spam, unsubscribe any time.

This checklist is provided for information only and does not constitute legal advice. For venue-specific advice, contact us.

Chris Fry

Director, Strategic Access Advisory Limited

Also in our resources library

I'm Still Standing

The full article on managing queuing at events for disabled people — legal framework, key case law, verification systems, and sector examples for festivals, sports venues, theme parks, and theatres.

Read the full article