TFL SERU - Section 8: Being Aware of Equality and Disability

Transport for London (TfL) is dedicated to enhancing accessibility, safety, and reliability in London's transportation system. Public transport is vital for fostering opportunities, connecting people with education, employment, and essential services. This commitment extends to ensuring that older and disabled individuals enjoy equal travel opportunities. TfL expects private hire vehicle (PHV) drivers to provide excellent customer service, particularly to passengers with diverse needs.
Guidelines for assisting passengers include asking for permission before offering help, providing extra assistance to disabled and older passengers, and communicating directly with them. Special considerations for vision-impaired passengers, including guiding techniques and keeping them informed during the journey, are emphasized. Drivers are encouraged to ensure passenger safety, be aware of potential hazards, and offer assistance with fare transactions.
The Equality Act 2010 protects various characteristics, such as age, disability, gender reassignment, race, and more. Discrimination based on these characteristics is illegal, and PHV drivers are expected to treat all passengers respectfully, without making assumptions. Designated wheelchair accessible PHV drivers have specific responsibilities, including safely transporting passengers in wheelchairs without additional charges.
Exemptions for not carrying wheelchairs are allowed for medical reasons, requiring an exemption certificate from TfL. PHV drivers must accept passengers with assistance dogs, and exemptions for medical reasons are only granted after contacting TfL. Complaints about PHV drivers violating the Equality Act are thoroughly investigated, and offenders may face prosecution, suspension, or revocation of their PHV driver's license.