Helping disabled passengers

Hackney carriage and private hire drivers cannot refuse hires from wheelchair users.

Drivers of designated licensed vehicles have a responsibility to:

• carry the passenger while in their wheelchair
• not make any additional charge for doing so
• carry the wheelchair or other mobility aid if the passenger chooses to sit in a passenger seat
• make sure that the passenger is safe and comfortable
• give mobility assistance as is reasonably required

This is in line with the Equality Act 2010, section 165

Mobility assistance includes helping the passenger to:

• get into and out of the vehicle
• get into and out of the vehicle while in the wheelchair if they want to stay in their wheelchair
• load their wheelchair into and out of the vehicle if they do not want to stay in their wheelchair
• load their luggage into and out of the vehicle

There are also duties to carry guide dogs and other assistance dogs.

If you have a medical condition which means you cannot provide mobility assistance or have assistance dogs in your vehicle you can apply for an exemption certificate using the relevant form on this page.