Assistance dogs being refused transport in private hire vehicles is a recognised issue in the industry, with people with disabilities regularly facing discrimination due to refusals and cancelled journeys.
Cardiff-based Daniel Williams has an eye condition called Retinitis Pigmentosa, which means he is gradually losing his sight.
He relies on his guide dog Zodiac to help him in his daily activities, which include using taxis as his main form of transportation.
He said: “I’ve had my guide dog for over six years and can honestly say I’ve had over 100 refusals in that time – it’s a daily battle.
“As I can’t drive myself, I’m probably a private hire firm’s biggest customer, and yet certain drivers’ refusals have limited my independence.”
Incidents all too frequent
Cardiff Council has stressed the need for drivers to adhere to the law.
A spokesperson said: “It is an offence for a driver of a licensed taxi or private hire vehicle to refuse a fare because they have an assistance dog unless the driver has an exemption certificate issued by the council.”
Guide Dogs Cymru’s Andrea Gordon, Head of External Affairs, said: “Guide Dogs developed an app so that passengers can alert us to illegal access refusals when attempting to travel with their guide dog in a taxi, these incidents are all too frequent in Wales.
“Of those reported to us in 18 months up to October this year, Cardiff topped the league for refusals with 17.”
Equal access
Daniel is the founder of disability access company Visualise Training and Consultancy Ltd, which works with organisations to improve accessibility and inclusion for people with sight and/or hearing loss.
His business allows him to partner with market leaders to educate them on the laws and customs surrounding those with vision or hearing loss.
Dragon Taxis, a leading Cardiff private hire firm, is part of Veezu Group, the UK’s fastest-growing private hire technology firm.
Jeff Anderson, Chief Operating Officer at Veezu, said: “As a leader in the industry we aim to ensure that every passenger has equal access to a vehicle and that all needs are met.
“With a larger conversation taking place within the industry on enforcing disability laws, we are fully supportive of this initiative being led by Visualise Training and Consultancy Ltd and the local authorities to pave the way in ensuring licensed drivers are aware of their obligations towards the public.
“Everyone has an obligation to stamp out discrimination.”
Raising awareness
With awareness of the issue being raised across the region, Cardiff Council has seen an improvement this year.
They said: “With the assistance of volunteers and their assistance dogs, earlier this year Licensing Officers carried out a mystery shopper operation to see if any drivers were refusing fares, due to customers having an assistance dog.
“During the operation, eight journeys were taken and, in each case, the driver accepted the journey and no offence was committed.”
A better experience
Guide Dogs Cymru is also celebrating recent positive developments: “Guide Dogs has long been campaigning for disability equality training to be made mandatory for taxi and private hire drivers, and we’re delighted that our comments have been widely supported.
“Last month, Deputy Transport Minister Lee Waters confirmed that disability equality training would be central to the government’s approach so that all taxi and private hire drivers understand their obligations and the impact of a refusal.
“We hope this will lead to a better understanding of the law and a better experience for people with sight loss and other disabilities.”
Find out more
Visualise Training and Consultancy ltd are on a mission to improve inclusion and accessibility for people with disabilities. For further information, see https://visualisetrainingandconsultancy.com
