Can the passenger recognise the service?
The first screen should make your coverage and next booking action clear. Check important landing pages, not just the homepage. An airport-transfer visitor should not have to infer whether you serve their airport.
Does the form ask useful questions?
Check labels, required fields and validation. Ask for the information needed to progress the journey, with additional fields appearing where relevant. Explain what a passenger should do if they cannot provide a detail.
Is the booking outcome explicit?
A quote request, a booking request and a confirmed journey are different outcomes. Check every success message. Only describe the journey as confirmed after the authoritative booking process has accepted it.
Does the journey work on a phone?
Review readability, keyboard behaviour, controls and error messages. Give passengers an alternative contact route if the online flow cannot meet their needs.
Can the team complete its side?
Follow the request into the controller’s workflow. Check missing details, duplicate entry and the follow-up message. A smooth-looking form is only the first half of the experience.
Take it into your next review.
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