TACT-SEE: A Campaign to Improve Taxi Services for Disabled People in the UK

[Image description: overlaying a photograph of an orange-yellow 'taxi' sign on the roof of a cab. The words 'TACT-SEE' are in bold black text with a white background, and underneath, in smaller, white text with a black background, the words 'A campaign to improve taxi services for Disabled people in the UK'. At the top of the graphic, a rectangular orange strip runs horizontally along the top of the graphic, with Progression Sessions' logo on the right-hand side; their logo is the words 'Progression Sessions' in black text arc over a yellow wheelchair user symbol with two red arrows; one oriented forward and the other oriented upwards relative to the wheelchair user, indicating the trajectory of progression]

We're delighted to share a guest blog from the organisation Progression Sessions on their TACT-SEE campaign...

Progression Sessions are Suffolk-based monthly support groups for Disabled people, aged 14 and over. We’ve discussed all sorts of topics, including tips for employment, engaging with local MPs, and how to create campaigns. 

This came in handy a year ago, before a Progression Session when a group member messaged to say she was going to be late because the taxi she hired had a driver who took one look at her mobility sticks… and drove away.

We were furious on her behalf, but the worst part was the situation wasn’t the first time it had happened; so, we planned to start a campaign to stop Disabled people being abandoned by taxis.

Known as TACT-SEE, our campaign aims to improve taxi services for Disabled people. Most notably, we want to encourage better awareness in drivers of passengers’ individual needs. We named it TACT-SEE because we need taxi companies to see the importance of being sensitive and tactful towards their customers. The name also comes from the stereotypical 'taxi!' signal you might make when hailing one.

Here are four tips for taxi companies that would improve their services for Disabled passengers:

1)  If your company has an app, include an option for users to list their access needs

A selection of tick boxes would make it easier to maintain a record of regular passengers’ needs. For example, a passenger who uses an electric wheelchair will need a ramp to get into the taxi, and someone who requires extra time to get to the taxi may need support walking that distance.

A textbox on your app/website would enable users to add extra information about how they prefer to be supported by your drivers.

2) Provide wheelchair-accessible taxis outside of term times

Not all wheelchair users are in full-time education; many are adults who go out as often as they can throughout the day and night. Also, just like non-disabled people, they may want to go out with friends in the evening and not be the designated driver on trips to the pub. If you provide wheelchair-accessible taxis and advertise them well, you may be surprised by how many contact your company, especially on Friday nights and weekends. To put it plainly, it’s more revenue for your company!

3) Encourage patience in taxi drivers

People who use mobility aids like sticks, frames or long canes will likely move slowly. It may be frustrating to wait, but allow such careful passengers at least 5 minutes. Don’t forget, they are still customers and have called your taxi service because they need you.

Abandoning them based on their limited mobility is not only rude, but it goes against the Equality Act (2010) and the more recent Taxi and Private Hire Vehicles (Disabled Persons’) Act (2022). This act states ‘…drivers must accept the carriage of any disabled person…provide reasonable mobility assistance and not make or propose additional charges for doing so’. In short, abandoning disabled passengers is discriminatory and against the law.

4) Mandatory disability awareness training

Perhaps the most vital recommendation of all. As it suggests, the awareness training will educate your drivers on physical, learning, or other hidden disabilities, and how they affect individual service users. Most importantly for you, the training will help you decide how to offer Disabled passengers the best, most comfortable service.

[Image description: Same motif as the first graphic, but with the four pieces of advice to taxi companies just mentioned listed as bullet points in white text with white backgrounds].

 

If you use taxis regularly, you can do these 2 things:

1) Keep track of your taxi experiences. Whether they were positive or negative, you can also send your feedback to the taxi company you used.

2) Research what you’re entitled to when accessing taxis. This can include asking for extra time when walking to them.

Good luck!

You can find out more about Progression Sessions and our TACT-SEE campaign here.

Written by the Progression Sessions team