IMPROVING JOURNEYS FOR SUPPORTING PASSENGERS WITH
VISUAL IMPAIRMENT IN TAXIS AND PHVs
Article by Daniel Williams Visualise Training and Consultancy Ltd
https://visualisetrainingandconsultancy.com
Daniel Williams of Visualise Training and Consultancy
Top tips for taxi drivers: making journeys accessible and stress-free
Providing an excellent service to visually impaired passengers doesn’t actually require fancy training or expensive equipment - just a bit of awareness and a willingness to help. So, here are some light-hearted yet practical tips to ensure that you’re a top-class driver for blind as well as partially sighted customers:
examines the barriers faced by
passengers with visual impairment and offers practical solutions.
As a blind person who relies on taxis and private hire vehicles daily, I’ve had my fair share of experiences - some fantastic, some frustrating, and some that would make you shake your head in disbelief. The reality is that many visually impaired passengers rely on taxis as a lifeline for independence, and a few simple steps can make a massive difference in ensuring a smooth journey for both driver and passenger.
The problem: guide dog refusals & the law
Let’s start with the elephant in the room - guide dog refusals. Shockingly, a recent survey by the Guide Dogs charity found that 81% of guide dog owners have been refused access to a taxi or private hire vehicle at some point. That’s not just frustrating - it’s illegal!
Under the Equality Act 2010, it is unlawful for taxi and private hire drivers to refuse a guide dog or assistance dog unless they have a medical exemption certificate. Drivers who unlawfully refuse access can face fines of up to £1,000, and some licensing authorities take further action, including suspension or revocation of licenses.
Yet, despite the law, refusals still happen. Some drivers claim allergies, fear of dogs, or don’t want fur in their car. But here’s the thing - guide dogs are not just pets; they are highly trained assistance animals, and refusing one is essentially refusing a person their right to travel independently.
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1. Don’t play the guessing game - introduce yourself!
Instead of pulling up and waiting for us to magically know you’re there, roll down the window and say: “Hi, it’s [your name], your driver.” We don’t have X-ray vision, and waving from inside the car won’t work either!
2. Offer a verbal location guide
A simple: “Your seat is just in front of you on the left” is much more helpful than awkward hand gestures (which, I promise, we can’t see!). If needed, offer your elbow for guidance, and we’ll follow your lead.
3. No guide dog left behind
If a guide dog is present, assume it is part of the package deal - they always travel with their owner. There’s no need to worry about fur; guide dogs are trained to stay calm and well-behaved in vehicles. Just make sure there’s enough space for them to sit comfortably, usually in the footwell.
4. Be our eyes, not our GPS
While some visually impaired passengers might use GPS apps, it helps if you describe key landmarks or surroundings as you drive. A quick: “We’re passing a petrol station on the left” or: “There’s a lot of traffic ahead” keeps us informed and engaged.
5. Help us get to the door
When dropping a visually impaired passenger off, don’t just leave us standing in the middle of nowhere. Let us know where we are - whether it’s right outside the building entrance or near the steps. Asking: “Would you like me to guide you to the door?” can make all the difference.
MARCH 2025 PHTM
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