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We want to hear from you: please tell us about your experience of the online community.

What are people's experience in using the Taxicard service in London?

Novak33

What an eye opener it has been for me as a new wheelchair user! Due to lockdown I hadn't been able to take advantage of the Taxicard service and tried it for the first time a couple of weeks ago. Not only was the taxi 20 minutes late, my experience of travelling was nightmarish, arriving at my destination in tears.. As a manual wheelchair user, used to using hospital transport to get to appointments, I am able to transfer onto the backseat, and my chair folds up and goes in the boot. With this black cab taxi, I was wheeled into the cab, side on, no seat belt, my neck was cricked and I had to hold on to the rail the entire journey, it was really awful and I felt unsafe the entire time. I mentioned how uncomfortable I was to the driver and he said nothing. I've since sent a complaint and had no useful response, despite chasing it up.

I booked an Uber Assistance for my return journey and this was very comfortable. It seems to me that ComCab are firstly not really interested in the care and comfort of their passengers and they can't even be bothered to answer complaints. I believe the contract should be given to a company that have drivers with specialist training and comfortable vehicles. Currently Taxicard customers are being taken for a (very uncomfortable) ride, worse than if we were produce being carted around. London Councils need to sort out this service that I'm sure would be a lifeline for many, their service is not good enough.

I'm interested to hear others experiences?

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Comments

Cher_Alumni

Hello @Novak33 and a warm welcome to our community. How are you keeping?

Oh heck, that doesn't sound like a good experience at all. I'm sorry it fell short and left you feeling upset.

I wasn't familiar with the Taxicard service as I live 'up north' and did some digging. Here's a link to the London Council Taxicard webpage for those who aren't too familiar either.

Inside the 'Welcome booklet' (note - clicking the link will prompt a download) it says:

It is a legal requirement that wheelchairs are properly secured inside the taxi and drivers are required to ensure this is done. Wheelchair users should be carried facing the rear of the taxi with their back to the partition with the driver.

The attachment belts in the taxi are designed to safely secure them and they will only work properly if the wheelchair is in this position. If a taxi driver says he cannot fit the wheelchair in this position, then it is not legal or safe to travel and passengers should not do so.

Some electric wheelchairs are too large to be secured inside a taxi and therefore cannot be carried legally. To check if your wheelchair can be carried, call Customer Services on 020 7908 0271 and select option 3 to discuss.

If you are travelling in a wheelchair you should mention this when you make your booking to ensure that a suitable vehicle is provided

Have you tried calling the Customer Services line to register a complaint? Did you make your complaint via letter/email? I wonder if it's the case they have backlogs, but I appreciate this doesn't excuse the lack of attention to accommodating your needs and poor service.

Thank you for telling us about it and I'd be interested in knowing others experiences too.

Novak33

Thanks very much for your response and discovering that I was 'transported' illegally. I complained through the appropriate channels and waited the 10 days, twice, and got no response. I've now heard from a mobility services officer, so let's see what happens. I can see me writing to Transport for London, who won the contract as there are a couple of other points I'd like to raise about the service being ****-standard to say the least.

Terese

I'm a new taxicard member. The problem I've encountered is booking in advance return journeys getting confirmation. Then they turn up very late or don't turn up at all. I've called them and been told it's good you book in advance but confirmation doesn't mean you'll get a cab. Jobs are given out on the day and the drivers pick the jobs they want. Was told once I was going away from the City so getting a driver was difficult. Also told read the small print we dont guarantee a cab and when i wanted to complain was told to complain to the council that the company were following their instructions. I feel the idea of the disabled taxi card is good however falls short when you're abandoned on a return journey you booked and told no idea how long you have to wait till we get someone for you.

I find them unhelpful if wanting to complain. The message appears to be take it or leave it.

Catrina_Milne

That's absolutely the case they are useless and I would not recommend them to anyone, don't bother with them,