Helping disabled passengers, the Equality Act 2010, wheelchair duties, assistance dogs and exemptions.
The section in short
This section covers how to give good service to every passenger, including older and disabled people. It explains your legal duties under the Equality Act, especially for wheelchair users and assistance dogs. Breaking these duties can lead to prosecution and the loss of your licence.
Offer help the right way
Always ask if a passenger wants help, then wait until they accept. Everyone is different, so listen to what they ask for. Small things make a difference: write things down, allow extra time, face someone who lip-reads, or speak clearly and a little louder. Talk to the disabled or older person, not their companion. Not every disability is visible. (Page 38)
Guiding vision-impaired passengers
If a vision-impaired person asks you to guide them, stand at their side and let them hold your arm or elbow. Never pull or push them. Warn them about kerbs, slopes and doors. Tell them about delays or route changes during the trip. On arrival, say where you are and offer to lead them to a safe spot. Count change into their hand. (Page 38)
A smooth, safe journey
Give older and disabled passengers time to get in and out. Before setting off, check they are comfortable and their seatbelt is on. Ask about belongings at the start and end. Keep a pen and paper for people with hearing loss or little English. Avoid sloping pavements when picking up or dropping off wheelchair users. Keep accessible equipment working. (Page 38)
The Equality Act 2010
The Act protects nine characteristics: age, race, sex, disability, religion or belief, sexual orientation, gender reassignment, pregnancy and maternity, and marriage and civil partnership. Treating someone unfairly because of any of these is against the law. Discriminating words or behaviour are not acceptable from you or your passengers. Be professional and respectful, and make no assumptions about people. (Page 39)
Wheelchair accessible PHVs
If your PHV is designated as wheelchair accessible, the law gives you extra duties. Your operator should know this. Carry the passenger in their wheelchair, with the chair held in place by its safety belts. If they prefer a normal seat, carry the chair safely. Never charge more because someone uses a wheelchair. Keep them safe and reasonably comfortable, and give reasonable help. (Page 40)
Assistance dogs
You must accept a passenger with an assistance dog, and let the dog ride with them in the footwell. Neither you nor your operator may refuse them or add a charge. These dogs are trained workers, not pets, so do not stroke, feed or distract them. A jacket colour may show the dog's role, but some wear none. In 2002 the Shariat Council confirmed Muslim drivers may carry them. (Page 40)
Exemptions and complaints
Exemptions are given for medical reasons only. For wheelchairs, your health or fitness must make the duties impossible or unreasonable. For dogs, examples are asthma made worse by dogs, an allergy or a phobia. Apply to TfL; if approved, show the Exemption Notice in your windscreen. TfL investigates complaints and may prosecute. A conviction can lead to suspension or revocation. (Page 40)