Everyday inclusion on the Baybus network
In Tauranga South, passengers stepping onto Pauline’s Baybus OnDemand vehicle are welcomed with a warmth that feels like greeting a neighbour. She calls each person by name – helped by the booking app – but also because she genuinely remembers them, their routines and often the thread of a conversation from a previous journey. Over time, these short trips have become small moments of connection that brighten people’s days.
Among the many passengers Pauline meets are those living with disabilities – some visible, others not.
“Often at first, you don’t know people have a disability,” she says. “And it might not be physical. Regardless, you treat everyone the same.”
Her approach is grounded in empathy and shaped by real stories from her daily routes. She talks about a woman who has lost significant mobility yet remains determined to maintain her independence. She describes a kuia (grandmother) who is blind and uses Baybus OnDemand to travel confidently with her mokopuna (grandchildren) and she reflects on the regular passengers who use wheelchairs and rely on public transport to stay connected with their community.
Baybus OnDemand driver Pauline at The Crossing.
Pauline operating the Baybus OnDemand wheelchair accessible vehicle lift.
Pauline explains the extra considerations drivers take when welcoming wheelchair users on board, whether they are using the Baybus network or the on-demand service, ensuring they are positioned safely and securely for the journey.
On Baybus OnDemand, one of the key features that supports this is the wheelchair accessible vehicle that has an onboard lift, which allows passengers in wheelchairs, or those who feel unsteady on steps, to board easily. For many, that simple feature can be the difference between staying home or staying engaged with the world around them.
Helping Baybus drivers to support passengers with disabilities
Across the wider Baybus network, not just Baybus OnDemand, Regional Council provides Disablility Awareness Training for all contracted bus operators, run by CCS Disability Action. The programme combines classroom learning with practical, hands-on experience inside a bus, giving drivers the confidence and skills to support passengers with a wide range of needs.
Two operators have completed the training so far this year, with the final operator scheduled for early 2026.
Pauline is among those who have taken part. “It was a good reminder about how to accommodate passengers with disabilities,” she says. “Never just assume a persons ability and to remember that at the end of the day, they’re just people, like you and me.”
This training reinforces the principles drivers like Pauline already bring to their work every day, patience, respect, and a commitment to ensuring every passenger feels welcome, safe and supported.
Baybus drivers during the Disability Awareness Training
Accessibility concessions across the Baybus network
One way we’re supporting communities is by ensuring public transport is accessible for everyone by offering Accessibility Concessions to help remove barriers to travel for those who are permanently unable to drive or will be unable to drive once they reach legal driving age due to physical, intellectual, psychological, sensory or neurological impairments.
For passengers who cannot travel independently, the Accessibility +1 Concession provides an additional level of support, allowing a companion to travel for free. A +1 sticker is added to the passenger’s Bee Card and the companion simply shows the sticker to the driver, no additional card required.
Inclusion in motion
It’s the people across the Baybus network who truly bring inclusion to life. Pauline is one of many drivers who show what this looks like every day. Her warm greetings, attentive approach, and ability to anticipate the needs of her passengers help create a sense of ease and belonging. For many people with disabilities, these small moments of respect and understanding make public transport feel safe, supportive and genuinely accessible.
(Front L – R) Wendy Neilson and Yi Small with Uzabus drivers during Disability Awareness Training.
As the world marks the International Day of Persons with Disabilities on December 3, we recognise that improving accessibility relies not just on better system design, but on the people who put it into practice. This commitment helps ensure that every passenger, regardless of ability, can travel with confidence and connection.
To find out more about accessibility on the Baybus network, visit www.baybus.co.nz/accessible-transport