Bus Éireann has been named winner of the Customer Focus Achievement Award at the Irish Logistics & Transport Awards 2026, honoured last year for a people-first approach to public transport customer experience that placed empathy, dignity, and genuine inclusion at the centre of how it designs and delivers services for the communities it serves.

At the heart of Bus Éireann's recognition is the Independent Travel Support Programme — an initiative that goes well beyond conventional customer service thinking to address the real barriers facing passengers who need greater support to travel with confidence and independence.

Built around the principle that those with lived experience must shape the services designed for them, the programme embedded a "nothing about me without me" ethos throughout its development and delivery, ensuring that the people it sought to empower had a genuine voice in how that support was structured.

Judges were clear in their praise for Bus Éireann’s truly people-first approach to customer experience, grounded in empathy, dignity, and meaningful engagement.

“This entrant showed how inclusive design and lived experience can shape better public services, with the 'nothing about me without me' ethos clearly embedded throughout. The Independent Travel Support Programme delivered measurable social impact at scale, empowering customers through greater accessibility, confidence, and independence. Supported by strong evidence, wide participation, and powerful outcomes, this work sets a clear benchmark for customer-centred innovation in public transport," the panel stated.

Bus Éireann's recognition reflects the standard the Irish Logistics & Transport Awards set for customer-focused entries, where the most distinguished submissions move beyond service metrics to demonstrate genuine human impact, strategic empathy, and a commitment to making transport accessible and dignified for every passenger.

Visit the official Irish Logistics & Transport Awards website to explore the winners and subscribe to the newsletter for updates and event highlights.