Passengers with Special Needs

Offering Help

Always offer help to passengers who need assistance, especially older passengers or those with limited mobility.

Some vehicles—especially black cabs—have features to help with accessibility, such as:

  • Intermediate steps

  • Swivel seats

  • Ramps and wheelchair fittings

Using the Intermediate Step

Some passengers may struggle with the height or seat position. If needed:

  1. Remove the step from storage

  2. Open and secure the door

  3. Fit and secure the step

  4. Allow the passenger to step in safely

  5. Close the door and store the step

Using the Swivel Seat

A swivel seat can make access easier. Often it is used with the intermediate step.

To assist:

  1. Open and secure the door

  2. Pull down and lock the swivel seat in the outward position

  3. Assist the passenger onto the seat

  4. Rotate the seat back until locked

  5. Help with the seat belt if needed

Reverse these steps at the destination.

Wheelchair Access Ramps & Fittings

If your taxi is wheelchair-accessible:

To load:

  1. Prepare the space and restraints, open and secure the door

  2. Pull out the ramp (use extension if needed)

  3. Gently push the wheelchair onboard; apply brakes if you need to step away

  4. Secure the wheelchair according to the manufacturer’s instructions

  5. Close the door

To unload:

  1. Open and secure the door

  2. Release straps and belts

  3. Pull out the ramp (and extension if needed); apply wheelchair brakes before leaving it unattended

  4. Wheel the chair out safely, walking backwards for control

  5. Remove and stow ramps

  6. Close the door

Drivers of vehicles designated as wheelchair-accessible must comply with section 165 of the Equality Act 2010 unless exempt. They must carry wheelchair users, provide assistance, and must not charge extra.

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