Access to taxis and private hire vehicles for disabled users

The Taxis and Private Hire Vehicles (Disabled Persons) Act 2022, which amends the Equality Act 2010, places duties on drivers, operators, and local licensing authorities.

These duties make sure disabled people have access to taxis and private hire vehicles, and get assistance without being charged extra. 

It is your responsibility as a driver and / or operator to make sure you're compliant with your duties.

View the updated guidance:

GOV.UK: Access to taxis and private hire vehicles for disabled users

• Any driver to accept the carriage of any disabled person and provide reasonable assistance.
• Drivers of a designated wheelchair accessible taxi or private hire vehicle, to carry a wheelchair user and to provide reasonable assistance.
• Any pre-booked taxi or private hire vehicle to assist any disabled person to identify, and find the vehicle (provided the driver is made aware that the passenger needs assistance).
• Drivers to carry assistance dogs.
• Offences on private hire operators who refuse or fail to provide a booking for a disabled person because the person is disabled, or to stop a driver from being made subject to a duty listed above.

We recommend operators at booking stage and hackney drivers when hailed or approached, ask every passenger if they need assistance and what type of assistance they need.

You should not try to identify a person's impairment or disability.

If you're helping a disabled passenger to find or locate their pre-booked taxi or private hire vehicle, you might need to

• give audio directions (calling the passenger once at the pickup point)
• give visual directions (for example the colour and registration of the vehicle) for a hearing-impaired passenger
• repeat key information for a passenger with mental or cognitive impairments

If you're unable to provide physical assistance

If you have a physical condition, or medical grounds which make it impossible or unreasonably difficult to provide physical help with mobility assistance, you may be able to get an exemption.

To apply for a medical exemption, you can contact the licensing team.

You'll need to provide a completed application form from your doctor.

The Equality Act 2010 states drivers must carry guide or other assistance dogs without charging extra.

It is an offence for a driver to refuse to carry a guide or assistance dog unless they have a medical exemption certificate issued by the Council.

The driver must display an exemption certificate in their vehicle.

To apply for a medical exemption certificate, you can contact the licensing team.

In 2024, the Council successfully prosecuted 2 drivers for refusing to carry a guide dog and will continue to take action to investigate and prosecute licensees for these offences.

For more information on guide / assistance dogs in taxis, see:

• Guide Dogs UK: 'Open Doors' campaign
• Guide Dogs UK: Guidance for taxi staff
• Equality and Human Rights Commission: A guide to welcoming customers with assistance dogs

To see a list of duties and offenses which apply to a taxi or private hire vehicle driver, and offences which apply to private hire vehicle operators, see GOV.UK: The duties on taxi drivers and PH V drivers and operators under the Equality Act 2010.

For a list of wheelchair accessible taxis and vehicles, see wheelchair accessible taxis and vehicles.